1. Chapter 7 Routine Letters and Goodwill Messages

2. Learning Objectives (1-3) List three characteristics of good letters and describe the direct pattern for organizing letters. Write letters requesting information and action. Write letters placing orders.

3. Case Study Ben & Jerry ’ s Uses Routine Letters to Sweeten Relations With Customers

4. sweeten sweeten the breath Hunger sweetens what is bitter. love affair a strong enthusiasm plateau n./v.

5. What are the Routine Letters? Routine letters communicating straightforward requests, replies, and goodwill messages Persuasive messages including sales pitches Negative messages delivering refusals and bad news

6. Conduct business & convey goodwill To outsiders: Significance:

7. Characteristics of Good Letters Clear content A tone of goodwill Correct form

8. As to the steamers sailing from Hong Kong to San Francisco, we have bimonthly direct services. We have two direct sailings every month from Hong Kong to San Francisco. To be sure of obtaining optimal results, it is essential that you give your employees the implements that are necessary for completion of the job. To get the best results, give employees the tools they need to do the job.

9. As per your verbal instruction, steps will be undertaken immediately to investigate your billing problem. At your suggestion, I ’ m investigating your billing immediately.

10. I have scheduled your vacation to begin May 1. You may begin your vacation May 1. Any application for the position of fireman must submit a medical report signed by his physician. Any application for the position of fireperson must submit a medical report signed by his or her physician.

11. Because she is confined to a wheelchair, we look for restaurants without stairs. Because she uses a wheelchair we look for restaurants without stairs. We hired Todd Shimoyama, a Japanese American, for the position of communications coordinator. We hired Todd Shimoyama for the position of communications coordinator.

12. Block style (Figure 7.1)

13. Using the Direct Pattern for Routine Letters Frontloading in the Opening Explaining in the body Being Specific and Courteous in the Closing

14. Why should most language be “ frontloaded ” ? What should be put at the beginning? Because frontloading saves the reader ’ s time, sets a proper frame of mind, and prevents frustration. Main idea or purpose.

15. Devices: to highlight important ideas to organize clearly

16. Action information: schedules, deadlines, activities End date

17. Applying the 3*3 Writing Process to Routine Letters Analysis, anticipation, and adaptation Research, Organization, and Composition (organizing devices) Revision, Proofreading, and Evaluation (revise for clarity, proofread for correctness, evaluate your product)

18. Objective 2 Direct Request Letters

19. Requesting Information and Action Example ( P 211) Clarifying requests Showing appreciation Apply the 3*3 writing process to the task P 212

20. Objective 3 Placing Orders

21. 1 ）感谢贵方的报价，我们乐于向你方定购以下产 品。 We thank you for your quotation and are pleased to place an order for the following items. 2) 感谢来函和样品，我方对你们的商品价格和质量 均感满意，现寄回填好的订单。 Thank you for your letter and the samples enclosed. We find both prices and quality satisfactory and are glad to return you the completed order form. 3) 请确认订单和期盼你方在 5 月 8 日能够交货。 Please acknowledge this order and confirm that you will be able to deliver by May 8th.