Copyright © 2008 by Nelson Education Ltd. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages.
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Transcript of Copyright © 2008 by Nelson Education Ltd. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-1
Chapter 6Chapter 6
Routine Letters
and
Goodwill Messages
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-2
Writing Plan for Information or Action Request
Writing Plan for Information or Action Request
Opening: Ask the most important question first or express a polite command.
Body: Explain the request logically and courteously. Ask other questions if necessary.
Closing: Request a specific action with an end date, if appropriate, and show appreciation.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-3
Parts of a Business LetterParts of a Business Letter
Letterhead Peerless Graphics 893 Dillingham Boulevard
Stony Plain, AB T6K 5L9
line 12 or 2 lines below letterhead
Dateline September 13, 200x
2 to 10 lines
Inside Mr. T. M. WilsonAddress Visual Concepts Enterprises 1256 Lumsden Avenue
Nordegg, AB T0M 3T0 1 blank lineSalutation Dear Mr. Wilson:
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-4
1 blank line
Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left
margin. The date is usually placed four cm from the top edge of the paper or two lines below
the last line of the letterhead, whichever position is lower.
Closing In modified block style, the dateline and closing lines are started at the centre instead of at the left margin.
Parts of a Business Letter(continued)
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-5
Parts of a Business Letter(continued)
1 blank line
Sincerely,3 blank lines
Author’s name Mark H. Wong
& identification Graphics Designer 1 blank line
Reference MHW:pilInitials
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-6
Improving Openings for Routine Request LettersImproving Openings for Routine Request Letters
Weak:I have the task of finding a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible.
Improved:Will you please answer the following questions regarding accommodations at the Fairmont for a conference in May.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-7
Improving Openings for Routine Request LettersImproving Openings for Routine Request Letters
Weak:While reading MacLean's magazine, I noticed an offer of a free video describing your organization.
Improved:Please send me your free video describing your organization.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-8
Improving Closings for Routine Request Letters
Improving Closings for Routine Request Letters
Weak:Hoping to hear from you at your earliest convenience.
Improved:Please send the video by August 15.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-9
Improving Closings for Routine Request Letters
Improving Closings for Routine Request Letters
Weak:Thank you for your cooperation.
Improved:Your answer to my question will help me make my printer choice. Thanks!
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-10
Writing Plan for Simple ClaimWriting Plan for Simple Claim
Opening: Describe clearly the desired action.
Body: Explain the nature of the claim. Explain why the claim is justified. Provide details regarding action requested.
Closing: End pleasantly with a goodwill statement. Include end date if appropriate.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-11
Writing Plan for an Information Response
Writing Plan for an Information Response
Subject Line: Identify previous correspondence.
Opening: Deliver most important information first.
Body: Arrange information logically. Explain and clarify the information. Build goodwill.
Closing: End pleasantly.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-12
Writing Plan for Granting a Claim
Writing Plan for Granting a Claim
Subject Line (optional):Identify previous correspondence.
Opening:Agree to the request or announce correction
immediately.
Body:Provide details about how you will fulfill the
request. Try to regain the reader's confidence. Include sales promotion if appropriate.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-13
Writing Plan for Customer Claim Response
Writing Plan for Customer Claim Response
Closing:End positively with forward-looking thought.
Express confidence in future business dealings.
Avoid referring to unpleasantness.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-14
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Opening:
•Identify the applicant, the position, and the reason for writing.
•State message is confidential. •Establish your relationship with applicant,
including length of employment.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-15
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Body:
•Describe job duties. •Give specific examples of applicant’s
professionalism, personal skills, attributes.
•Compare applicant with others in field.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-16
Writing Plan for Letter of Recommendation
Writing Plan for Letter of Recommendation
Closing:•Summarize significant attributes of
applicant. •Offer an overall rating. •Draw a conclusion regarding
recommendation.
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-17
Writing Goodwill MessagesWriting Goodwill Messages
The writing plan for a goodwill message should include “the five S’s”:
•Selfless – focus on the receiver•Specific – personalize the message •Sincere – show genuine feelings•Spontaneous – be direct and natural•Short – try to use only a few sentences
Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 6-18
End