After completing this chapter, you will be able to:

1. Explain the importance of goodwill communications

2. Explain the importance of projecting a positive tone

3. Describe how to communicate using the “you attitude”

4. Identify and use techniques for promoting a service attitude

5. Compose a variety of goodwill letters, including thank-you messages, notes expressing welcome and congratulations, invitations, announcements, get-well messages, and sympathy messages

6. Compose letters that maintain or reactivate business