Chapter 6Chapter 6
Direct Letters and Goodwill Direct Letters and Goodwill MessagesMessages
Business Letters Are Business Letters Are Important WhenImportant When
• A permanent record is required.
• Formality is necessary.
• A message is sensitive.
• An organized, well-considered presentation is necessary.
1. Direct requests for information and action
2. Direct claims
3. Direct responses to information requests
4. Adjustment letters
5. Letters of recommendation
6. Goodwill messages
Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action
Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action
Opening Body Closing
• Ask the most important question first or
• Express a polite command.
Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action
Writing Plan for Request for Writing Plan for Request for Information or ActionInformation or Action
• Explain the request logically and courteously.
• Ask other questions if necessary.
• Request a specific action with an end date, if appropriate.
• Show appreciation.
Improving Openers for Improving Openers for Routine Request LettersRoutine Request LettersImproving Openers for Improving Openers for
Routine Request LettersRoutine Request Letters
Weak
I’ve been given the task of locating 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 possible accommodations at the Hyatt Regency for a conference in May.
Improving Closings for Improving Closings for Direct Request LettersDirect Request LettersImproving Closings for Improving Closings for Direct Request LettersDirect Request Letters
Weak
Thanks for any information you provide.
Improved
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.
Parts of a Business LetterParts of a Business Letter
• The next four slides illustrate basic information on proper placement and formatting of business letters.
• Remember to refer to Appendix A, Reference Guide to Document Formats, for more details on this topic.
2-inch top margin or key dateline 2 lines below letterhead
2 – 10 lines between dateline and inside address
1 blank line (double space)
1 blank line (double space)
Single-space para-graphs; leave 1 blank line (double space) between paragraphs
1 blank line (double space)
Hit ENTER four times after complimentary close to allow space for signature
1 blank line (double space)
Ineffective Information RequestIneffective Information Request
Take note that the letter example you will see on the next slide illustrates the personal business letter.
• It is prepared on plain paper (instead of preprinted letterhead).
• The writer begins the letter by keying in his home address immediately above the dateline.
• All other letter parts are the same as a regular business letter.
Ineffective Information RequestIneffective Information Request
• Open letter by clicking icon at right.
• As you read the letter,– Evaluate its content.
– Identify areas for improvement.
Adobe Acrobat 7.0 Document
Improved Information RequestImproved Information Request
As you read the improved letter on the next slide, notice how it
• Saves the reader’s time by starting directly with the information request.
• Makes it easy for the reader to identify what specific questions need to be answered.
• Closes appropriately with appreciation and requesting a specific action with an end date.
Improved Information RequestImproved Information Request
Adobe Acrobat 7.0 Document
Writing Plan for Direct ClaimWriting Plan for Direct Claim• Describe clearly the desired
action.
• Explain the nature of the claim. • Tell why the claim is justified. • Provide details regarding the action
requested.
• End pleasantly with a goodwill statement.
• Include end dating if appropriate.
Ineffective Direct ClaimIneffective Direct Claim
• Open letter by clicking icon at right.
• As you read the letter,– Evaluate its content.
– Identify areas for improvement.
Adobe Acrobat 7.0 Document
Improved Direct ClaimImproved Direct Claim
Adobe Acrobat 7.0 Document
Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests
Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests
Subject Line
Opening Body Closing
• Identify previous correspondence.
• Deliver the most important information first.
Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests
Writing Plan for Replies toWriting Plan for Replies toInformation RequestsInformation Requests
• Arrange the information in a logical sequence.
• Explain and clarify the information.
• Build goodwill.
• End pleasantly.
Effective ReplyEffective Reply
Adobe Acrobat 7.0 Document
Writing Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for Adjustments
• Subject line is optional.• Identify previous correspondence.• Make a general reference to main
topic.
• Grant the request or announce the adjustment immediately.
Writing Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for AdjustmentsWriting Plan for Adjustments
• Provide details about how you are complying with the request.
• Strive to regain the reader’s confidence. • Include resale or sales promotion if
appropriate.
• Close courteously by summarizing your action request.
• Express confidence in future business dealings.
Effective Adjustment LetterEffective Adjustment Letter
Adobe Acrobat 7.0 Document
Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation
Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation
Opening Body Closing
• Identify the applicant, the position, and the reason for writing.
• Establish your relationship with applicant.
Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation
Writing Plan for Writing Plan for Letters of RecommendationLetters of Recommendation• Describe applicant’s job duties.• Give specific examples of skills and
attributes. • Compare with others in field.
• Summarize the applicant’s significant attributes.
• Offer an overall rating. • Draw a conclusion regarding the
recommendation.
Letters of Sympathy
to console a friend, relative,
or loved one
Letters of Sympathy
to console a friend, relative,
or loved one
Congratulatory Messages forengagements,
marriages,anniversaries,
births, promotions,appointments, awards, or anysignificant event
Congratulatory Messages forengagements,
marriages,anniversaries,
births, promotions,appointments, awards, or anysignificant event
Letters of Appreciation tocustomers for their business,
hosts and hostesses for their hospitality,colleagues for jobs well done, or
individuals who have performed favors
Letters of Appreciation tocustomers for their business,
hosts and hostesses for their hospitality,colleagues for jobs well done, or
individuals who have performed favors
ThreeThreeTypes ofTypes ofGoodwillGoodwill
MessagesMessages
ThreeThreeTypes ofTypes ofGoodwillGoodwill
MessagesMessages
Keep themessage
short.
Keep themessage
short.
Bespontaneous.
Bespontaneous.
Be sincere.
Be sincere.
Bespecific.
Bespecific.
Beselfless.
Beselfless.
Tips for WritingTips for WritingGoodwillGoodwill
MessagesMessagesThe Five SsThe Five Ss
Tips for WritingTips for WritingGoodwillGoodwill
MessagesMessagesThe Five SsThe Five Ss
Goodwill Messages:Goodwill Messages:Cards or Personalized Letters?Cards or Personalized Letters?
Goodwill Messages:Goodwill Messages:Cards or Personalized Letters?Cards or Personalized Letters?
Typical
Greeting
Card
Thank-You
Message
It's wonderful to visit
with someone as nice as you–
You make your guests feel so at home
by everything you do.
So this just comes to thank you
in a warm and special way–
For your hospitality was enjoyed
much more than words can say!
It's wonderful to visit
with someone as nice as you–
You make your guests feel so at home
by everything you do.
So this just comes to thank you
in a warm and special way–
For your hospitality was enjoyed
much more than words can say!
Writing Thank-YousWriting Thank-YousWriting Thank-YousWriting Thank-Yous
Cover three points in gift thank-yous. • Identify the gift.• Tell why you appreciate it.• Explain how you will use it.
Be sincere in sending thanks for a favor. • Tell what the favor means to you.• Avoid superlatives and gushiness.• Maintain credibility with sincere, simple
statements.
Writing Thank-YousWriting Thank-YousWriting Thank-YousWriting Thank-Yous
Offer praise in expressing thanks for hospitality. As appropriate, compliment the following:
Fine food Charming surroundings Warm hospitality Excellent host and hostess Good company
AnsweringAnsweringCongratulatory MessagesCongratulatory Messages
AnsweringAnsweringCongratulatory MessagesCongratulatory Messages
Respond to congratulations. • Send a brief note expressing your
appreciation.• Tell how good the message made you feel.
Accept praise gracefully.• Don't make belittling comments (I'm not really
all that good!) to reduce awkward-ness or embarrassment.
Extending SympathyExtending SympathyExtending SympathyExtending Sympathy
Refer to the loss or tragedy directly but sensitively.
In the first sentence mention the loss and your personal reaction.
For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader).
Extending SympathyExtending SympathyExtending SympathyExtending Sympathy
Offer assistance. Suggest your availability, especially if you can do something specific.
End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion.