1. Explain the general plan for direct-order or direct request messages;Begin with your objective. In some cases, you might need to open with a brief orienting phrase, clause, or even sentence. Whatever else must be covered to complete the objective makes up the bulk of the remainder of the message. You cover additional messages systematically – perhaps listing them or arranging them by paragraphs. Then you end the message with some appropriate friendly comment as you would end a face-to-face communication with the reader. For example, “Thank you for your time and consideration”, is positive, for it expresses a friendly thank-you.

2. Explain the process of closing routine messages with goodwill; and
The opening of the routine inquiry should focus on the main objective. Since your objective is to ask for information, begin with a question. This opening question can be either of two types: specific or general. For example, “Can you please send me additional information about the floor plan of the office suite that you advertised in Monday’s Sentinel Times?” In the body of the message you would include additional specific questions concerning the suite.To help your reader answer your questions, you may need to include explanation or information. Usually, a good place for general explanatory material is before or after the direct request in the opening paragraph. After you ask your initial question and provide any relevant background information, your message will take one of two directions. If you have to ask several questions, develop an organized, logical list in the body of your message. You then use goodwill to close your message.

3. Explain the special needs to be considered when granting an adjustment.

Granting the claim will take care of much of the problem, but some negative thoughts may remain. You need to work to overcome any such thoughts. You can attempt to do this using words that produce positive effects. For example, you can write “The enclosed check for $89.77 is our way of proving to you that we value your satisfaction highly.” Throughout the message, you should avoid words that recall unnecessarily the bad situation you are correcting. You especially want to avoid the negative words that could be used to describe what went wrong – words such as mistake, trouble, damage, broken, and loss.