1. NOTE: This slide provides information for only the instructor
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2. CHAPTER 6
Positive
Messages

3. Understanding the Power of Business Letters
Why are letters still important in business?
They produce a permanent record.
Unlike , they are confidential.
They convey formality and sensitivity.
They deliver persuasive, well-considered messages.

4. Writing Plan for Request for Information or Action
Opening
Body
Closing
Ask the most important question first or express a polite command.

5. Writing Plan for Request for Information or Action
Opening
Body
Closing
Explain the request logically and courteously.
Ask other questions if necessary.

6. Writing Plan for Request for Information or Action
Opening
Body
Closing
Request a specific action with an end date, if appropriate.
Show appreciation.

7. Improving Openers for Routine Request Letters
Opening
Body
Closing
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.

8. Improving Openers for Routine Request Letters
Weak
My company is interested in building a commercial Web site. I noticed at your site an offer to have a representative visit and discuss plans. We are eager to have someone visit us.
Improved
Please have a representative visit my company to discuss building a commercial Web site.

9. Improving Openers for Routine Request Letters
Weak
I am conducting a training class for students of photography at the Lincoln Training Center, and I saw a picture we could use in our program.
Improved
What is the procedure for ordering a copy of a photograph to be used for training purposes?

10. Improving Closings for Routine Request Letters
Opening
Body
Closing
Weak
Thanks for any information you can 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.

11. Improving Closings for Routine Request Letters
Weak
Hoping to hear from you at your earliest convenience.
Improved
Please call us at (213) before April 4 to arrange an appointment during the week of April 10.
Thank you for your cooperation.
Your answer to my inquiry will help me make my printer choice. Thanks!

12. Parts 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.

15. 2 inches from top or 1 blank line 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

16. 1 blank line (double space)
Hit ENTER four times after complimentary close to allow space for signature
1 blank line (double space)

17. Ineffective Information Request
Take note that the letter example you will see on
the next slide illustrates the personal business
letter.
Prepare on plain paper instead of printed letterhead.
Include your home address (street, city, state, zip) but not your name.
Note that the rest of the personal business letter format is the same as other business letters.

18. Ineffective Information Request
Open letter by clicking icon at right.
As you read the letter,
Evaluate its content.
Identify areas for improvement.

19. Improved 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.

20. Improved Information Request
Open letter by clicking icon at right.

21. Writing Plan for a Direct Claim
Opening
Body
Closing
Describe clearly the desired action.

22. Writing Plan for a Direct Claim
Opening
Body
Closing
Explain the nature of the claim.
Use directness that helps reader know the wrong and enhances the likelihood of a satisfactory response
Tell why the claim is justified.
Provide details regarding the action requested.

23. Writing Plan for a Direct Claim
Opening
Body
Closing
End pleasantly with a goodwill statement.
Include end dating if appropriate.

24. Ineffective Direct Claim
Open letter by clicking icon at right.
As you read the letter,
Evaluate its content.
Identify areas for improvement.

25. Improved Direct Claim
Open letter
by clicking
icon at right.

26. Writing Plan for Direct Replies
Subject
Line
Subject
Line
Opening
Opening
Body
Body
Closing
Identify previous correspondence.
Deliver the most important information first.

27. Writing Plan for Direct Replies
Subject
Line
Opening
Body
Body
Closing
Closing
Arrange the information in a logical sequence.
Explain and clarify the information.
Build goodwill.
End pleasantly.

28. Open letter by clicking icon at right.
Effective Reply
Open letter by clicking icon at right.

29. Writing Plan for Adjustments
Subject
Line
Opening
Body
Closing
Subject line is optional.
Identify previous correspondence.
Make a general reference to the main topic.

30. Writing Plan for Adjustments
Subject
Line
Opening
Body
Closing
Grant the request or announce the adjustment immediately.

31. Writing Plan for Adjustments
Subject
Line
Opening
Body
Closing
Provide details about how you are complying with the request.
Strive to regain the reader’s confidence.
Apologize if appropriate, but don’t admit negligence.
Include resale or sales promotion if appropriate.

32. Writing Plan for Adjustments
Subject
Line
Opening
Body
Closing
End positively with a forward-looking thought.
Express confidence in future business dealings.

33. Effective Adjustment Letter
Open letter
by clicking
icon at right.

34. The Five Ss Tips for Writing Goodwill Messages Be selfless. Be
specific.
Keep the
message
short.
Tips for Writing
Goodwill
Messages Be
spontaneous. Be
sincere.

35. The Five Ss Be
selfless.
Discuss the receiver,
not the sender.

36. The Five Ss (You did a good job), include
Instead of generic statements
(You did a good job), include
special details (Your marketing
strategy to target key
customers proved to be
outstanding). Be
specific.

37. Show your honest feelings
The Five Ss
Show your honest feelings
with conversational, unpretentious language (We’re all very proud of your award). Be
sincere.

38. The Five Ss
Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate...). Be
spontaneous.

39. Remember that, although
Keep the
message
short.
Remember that, although
they may be as long
as needed, most
goodwill messages are
fairly short.
The Five Ss

40. Writing 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.
Gush: Praise so much.

41. Writing 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

42. Personalized Thank-You Letter
Dear Professor and Mrs. Shelton:
Thanks for inviting the other members of our business club and me to your home for dinner last Saturday.
The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember.
We appreciate the opportunity you provided for us students to become better acquainted with each other and with you.
Sincerely,

43. Answering Congratulatory 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.

44. Extending 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).

45. Extending 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.

46. END