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Copyright © 2008 by Nelson Education Ltd. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages.

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Presentation on theme: "Copyright © 2008 by Nelson Education Ltd. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages."— Presentation transcript:

1 Copyright © 2008 by Nelson Education Ltd. Ch. 6-1 Chapter 6 Routine Letters and Goodwill Messages

2 Copyright © 2008 by Nelson Education Ltd. Ch. 6-2 Writing Plan for Information or Action Request l Opening:Ask the most important question first or express a polite command. l Body:Explain the request logically and courteously. Ask other questions if necessary. l Closing:Request a specific action with an end date, if appropriate, and show appreciation.

3 Copyright © 2008 by Nelson Education Ltd. Ch. 6-3 Parts 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. Wilson Address Visual Concepts Enterprises 1256 Lumsden Avenue Nordegg, AB T0M 3T0 1 blank line Salutation Dear Mr. Wilson:

4 Copyright © 2008 by Nelson Education Ltd. Ch 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)

5 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:pil Initials

6 Copyright © 2008 by Nelson Education Ltd. Ch. 6-6 Improving 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.

7 Copyright © 2008 by Nelson Education Ltd. Ch. 6-7 Improving 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.

8 Copyright © 2008 by Nelson Education Ltd. Ch. 6-8 Improving Closings for Routine Request Letters Weak: Hoping to hear from you at your earliest convenience. Improved: Please send the video by August 15.

9 Copyright © 2008 by Nelson Education Ltd. Ch. 6-9 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!

10 Copyright © 2008 by Nelson Education Ltd. Ch Writing Plan for Simple Claim l Opening: Describe clearly the desired action. l Body: Explain the nature of the claim. Explain why the claim is justified. Provide details regarding action requested. l Closing: End pleasantly with a goodwill statement. Include end date if appropriate.

11 Copyright © 2008 by Nelson Education Ltd. Ch 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.

12 Copyright © 2008 by Nelson Education Ltd. Ch 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.

13 Copyright © 2008 by Nelson Education Ltd. Ch Writing Plan for Customer Claim Response Closing: End positively with forward-looking thought. Express confidence in future business dealings. Avoid referring to unpleasantness.

14 Copyright © 2008 by Nelson Education Ltd. Ch 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.

15 Copyright © 2008 by Nelson Education Ltd. Ch 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.

16 Copyright © 2008 by Nelson Education Ltd. Ch Writing Plan for Letter of Recommendation Closing: Summarize significant attributes of applicant. Offer an overall rating. Draw a conclusion regarding recommendation.

17 Copyright © 2008 by Nelson Education Ltd. Ch Writing 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

18 Copyright © 2008 by Nelson Education Ltd. Ch End


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