Business Comm unit 6

frontload

part of the opening, start with the main idea

imperative mood

•Most effective way to list directions

•The imperative mood requests an action

indicative mood

describes a statement

writing plan for instruction messages

opening (Expand the subject line by stating the main idea concisely in a full sentence.)

body (•List steps in order they are to be carried out.

•Arrange the items vertically with numbers.

•Begin each step with an action verb using the imperative mood

•Sign and return the enclosed document.

•Show reader benefits if possible)

closing (•Request a specific action, summarize the message, or present a closing thought.

•Include a deadline and a reason, if appropriate.)

closing elements of a claim message

•End pleasantly with a goodwill statement.

•Include an end date and action request, if appropriate.

goals of an adjustment message

rectifying the wrong, if one exists

regaining confidence of the customer

promoting further business