商務溝通的打印版(英文版)(已修改)
2025-06-30 04:38 本頁面
【正文】 第七章 it es to routine message, you canKeep the planning stage brief. writing routine message, youCan assume that your readers will be interested or neutral writing a routine request, you beginBy politely stating your request. should you do when asking question s in a routine request?Deal with only one topic per question. of flowing should you do when closing a routine request? Ask the reader to respond by a specific and appropriate time. courteous close contains All of above you are making a routine reply to a customer, it`s a good idea to Include resale information to assure the customer of the wisdom of his or her purchase positive message should open with a clear and concise statement of the good news a message has both positive and negative elements, you should Try to put the negative news in a positive context. of the following is not among the remended elements to include in your message if you are responding to a claim or plaint Complete contact information for your corporate legal staff a customer who is clearly at fault requests an adjustment, you should Carefully weight the cose of plying with the request against the cost of denying it, then decide how to respond based on the overall impact on your pany. a third party (such as a shipping pany )is at fault when one of your customers makes a claim or request an adjustment ,the best response is to Following the terms of whatever customer service agreement your pany has with he third party of the following is generally true about informative message ? Your audience may or may not be expecting them and may or may not be motivated to read them purpose of goodwill message is to Enhance relationships with customers ,colleague ,and other businesspeople most effective goodwill messages Are sincere and honest 第八章 of the following is an effective way to mmaintain the “you” attitude when crafting negative messages ?Show respect for the reader by avoiding negative, accusatory language and emphasizing positives whenever possible using the direct approach with negative messages, you begin with The bad news advantage of using the direct approach with negative messages is that it Saves readers time by helping them reach the main idea more quickly using the indirect approach with negative messages, you begin withA buffer advantage of using indirect approach with negative messages is that It eases the reader into the message purpose of using the indirect approach is to Soften the blow of the bad news for the reader of the following is a good possibility to consider for use in writing a buffer? All of above are useful approach writing negative messages ,the key difference to consider between internal and externalaudiences is The length of time they’ve been associated with the pany a negative messages is going be sent to both internal and
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