Professional Communications Chapter 8 Key Terms

A message written to confirm a verbal agreement made with a customer, client, or colleague.

• confirmation message

• request

• transmittal message

• directions

A routine communication accompanying documents or other materials attached to e-mails of sent by a delivery service.

• directions

• instructions

• transmittal message

• courtesy response

Steps that must be followed in sequence in order to accomplish a task.

• FAQ page
• instructions
• diplomacy
• request

The steps to get from point A to point B.

• instructions
• routine requests
• persuade
• directions

Asks the reader for some type of action or response.

• request
• instructions
• diplomacy
• FAQ page

Requests that are expected by the recever.

• courtesy response
• routine requests
• request
• special requests

Require more planning and an approach that will create a positive response.

• routine requests

• transmittal message

• courtesy response

• special requests

The tactful handling of a situation to avoid offending the reader or arousing hostility.

• instructions

• transmittal message

• diplomacy

• routine requests

Provides answers to common customer questions

• FAQ page

• persuade

• request

• transmittal message

A message written to confirm receipt of a message or that action was taken

• persuasive messages
• courtesy response
• routine requests
• special requests