We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byBelen Aney
Modified about 1 year ago
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 1 Chapter 10 Memos and Letters Strategies for Technical Communication in the Workplace Laura J. Gurak John M. Lannon
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 2 Purposes of a Memo Memos are the major form of internal communication in most organizations. Memos serve to leave a paper trail of directives, inquiries, instructions, requests, recommendations, and daily reports for future reference.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 3 Memo Types Transmittal Memo The transmittal memo accompanies a package of material to sign. It signals that the information is being sent from one place to another. Summary or Follow-Up Memo The summary or follow-up memo provides a written record of a meeting or conversation. Informational Memo The informational memo contains some type of announcement or update.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 4 When a Letter Is Better than a Memo or Use a letter when you need to: Personalize your message Convey a dignified, professional impression Act as a representative of your company or organization Present a carefully constructed case Respond to clients, customers, or anyone outside your organization Provide an official notice or record
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 5 Parts of a Letter Heading / company name Date and inside address Salutation Body of letter Closing and signature Any notations
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 6 Parts of a Letter Sender’s Address Date Inside Address Salutation Body Text Complimentary Closing Signature
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 7 Parts of a Letter Optional Parts Typist notation Enclosure notation Copy notation
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 8 Formats for Letters Block format All letter parts are flush with the left margin. Modified block format All parts are flush left, except date, return address, complimentary closing, and signature.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 9 Letter Tone Establish and maintain a “you” perspective. Be polite and tactful. Use plain English. Consider the needs of international readers. Consider whether to be direct or indirect.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 10 Types of Letters Inquiry letters Claim letters Routine Arguable Sales letters Adjustment letters
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 11 Inquiry Letters Are sent to request information or services. Can be solicited or unsolicited. May not be useful if questions are too numerous or complex; consider an interview instead. If unsolicited, may be considered less intrusive than unsolicited phone calls.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 12 Claim Letters Claim letters are used to request adjustments for defective goods or poor services. Routine Claim Straightforward because they are backed by a contract, guarantee, or company reputation Arguable Claim Used when you must persuade the recipient to grant a debatable claim
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 13 Sales Letters Sales letters are written to persuade a current or potential customer to buy a product or service.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 14 Adjustment Letters To gain goodwill, companies generally grant any adjustments that seem reasonable. Granting Adjustments: Begin with good news. Explain what went wrong and how the problem will be solved. Never use employees as scapegoats. Do not make any promises that can’t be kept. End on a positive note.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 15 Adjustment Letters Companies must write refusals when customers have misused the product or are mistaken about policy. Refusing Adjustments: Use an indirect organizational plan. Remain polite and professional. Be ambiguous. Avoid a patronizing or accusing tone. Close the letter courteously and positively.
© 2010 Pearson Education, Inc., publishing as Longman Publishers. 16 Any questions? Any questions? For additional help reviewing this chapter, please visit the Companion Website for your text at
Document Formatting Personal Business Letters and Common documents.
Professional Communication Letter Writing Lecture 19.
Memorandums and Letters Keyboarding Objective4.03 Apply correct memo and letter formats.
Chapter 8 Good-News and Neutral Messages. What is Good-News and Neutral Message A message that will receive favorable response or neutral reaction from.
Writing Plan for an Information or Action Request. Opening: Ask the most important question first or express a polite command. Readers tend to look at.
HOW TO WRITE MEMOS, S, AND LETTER Written Correspondence.
Types & Genres. Revisit PAGOS Specific purpose may determine organization adjustment, claim, request, complaint, inquiry, response, to-file, etc. Determine.
How to Write a Cover Letter. What is a Cover Letter? A cover letter is a letter sent alongside your resume to introduce yourself, explain why you are.
WRITING A PARAGRAPGH BEING CREATIVE. PARAGRAPH This paragraph will deal with the ideas that you have to your client. It should be short and sweet as well.
Learning Objectives 3.1 Identify key management skills associated with effective communication. 3.2 Explain what causes interpersonal communications to.
Mastery and Building Profitable Relationships Developing the Skills of Writing Your s to Get the Results You Want.
Business Correspondence: Professional Business Letters.
Business Communications Lesson Six FJU/AIEDL Dr. M. Connor Based on Excellence in Business Communication,5/e Thill and Bovée.
Chapter 8, Slide 1 Mary Ellen Guffey, Essentials of Business Communication, 7e ENG 412 Writing Negative Messages.
Business Communication Workshop Course Coordinator:Ayyaz Qadeer Lecture # 16.
Student Job Centre 2012 Cover Letter Writing. Student Job Centre 2012 Cover Letters An essential step in obtaining employment is having a great cover.
JANUARY 22, 2014 GENRE ANALYSIS, RHETORICAL ANALYSIS, AND BUSINESS COMMUNICATION GENRES.
Preparing Bad-News Messages Chapter 7 Lecture Slides.
IT203 Unit 2: Gather Information and Define Requirements Gathering Information Copyright © 2012 Pearson Education, Inc. Publishing as Prentice HallChapter2.1.
Chapter: 7 Indirectness In Bad-News Messages. 2 Usually bad-news messages should be in the indirect order. There are exceptions, as when the bad news.
MS Word I Final Exam Review Presentation What you should study to prepare for your written exam.
Negative or Bad News Messages Say yes quickly; say no slowly.
CHAPTER 8 WRITING NEGATIVE MESSAGES. Multiple Choice 1.If you have to say no, you should always a.try to gain the audiences acceptance of your decision.
Working with the Customer!!. Landscaping starts with a Sale Landscaping is a called a service industry. Where the landscape company provides the client.
Business Communications Lesson Ten FJU/AIEDL Dr. M. Connor Based on Excellence in Business Communication,5/e Thill and Bovée.
Chapter 2 . Project 2 Objectives Understand uses Write subject lines Use an appropriate tone Format an Identify program features.
HOW TO WRITE A LETTER OF COMPLAINT. Good complaints letters tend to produce better outcomes if they are: Concise letters can be understood quickly. Authoritative.
NONPROFIT. Write First In Language, clarity is everything. -Confucius.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 9 Telephone Techniques TEACH Lesson Plan Manual for Kinns The Medical.
© 2016 SlidePlayer.com Inc. All rights reserved.