1. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 1 COMMUNICATING IN THE WORKPLACE Sixth Canadian Edition CHAPTER 9 WRITING BUSINESS CORRESPONDENCE – Part 2

2. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 2 Section 9.1 Business Letters – Parts and Format BUSINESS LETTER PARTS LetterheadCompany name Date lineWriter’s identification Inside addressReference initials Attention lineFile name notation SalutationEnclosure notation Subject lineTransmittal notation BodyPostscript Complimentary Closing

3. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 3 Section 9.1 Business Letters – Parts and Format Standard Punctuation –Dear Mr. Smith: –Sincerely, Open Punctuation –Dear Mr. Smith –Sincerely

4. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 4 Section 9.1 Business Letters – Parts and Format BLOCK FORMAT All letter parts begin at left margin (except tables and other offset material). MODIFIED BLOCK FORMAT Following parts begin at the mid point: Date line Complimentary closing Writer’s identification

5. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 5 Section 9.1 Business Letters – Parts and Format SIMPLIFIED FORMAT –Each part begins at left margin –No salutation –No complimentary closing –All-capital subject line –All-capital writer’s identification line (name and title)

6. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 6 Section 9.1 Business Letters – Parts and Format SOCIAL-BUSINESS LETTER FORMAT –Written to a business colleague but the subject matter is more social than business –Uses modified block format, but places the “inside address” at the left bottom margin PERSONAL-BUSINESS LETTER FORMAT - Written by a private individual for business purposes (e.g. to order a catalogue) - Uses modified block format, but writer’s address appears after the writer’s identification line

7. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 7 Section 9.2 Informing and Requesting INFORMATIVE MESSAGES Giving instructions Giving directions Making announcements –Events –People –Meetings –Procedures

8. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 8 Section 9.2 Informing and Requesting WRITING REQUESTS Be complete Be precise Be reasonable Be courteous

9. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 9 Section 9.2 Informing and Requesting WRITING CLAIM LETTERS Get the facts. Describe the claim completely and accurately. Avoid accusations, threats, and demands. Suggest reasonable solutions.

10. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 10 Section 9.3 Responding to Requests ANSWERING REQUESTS Be prompt Be helpful Be sales-minded Be specific Be complete Be positive

11. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 11 Section 9.3 Responding to Requests WRITING ADJUSTMENT LETTERS Review all the facts. –Consider the following viewpoints: company responsibility; the claimant; the transaction; the law Possible decisions: –Claim is allowable –Claim is partially allowable –Claim is not allowable

12. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 12 Section 9.4 Persuasive Communications WRITING SALES LETTERS Understanding Buying Motives –Identifying needs and wants Needs are vital but relatively few (e.g. clothing, shelter, food) Wants are endless. (e.g. status, approval of others, convenience) –Satisfying needs and wants Show how purchasing the service or product will provide your readers with prestige, good health, fun, etc.

13. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 13 Section 9.4 Persuasive Communications WRITING SALES LETTERS Objectives of Sales Letters 1. Attract the reader’s attention. 2. Create interest in your product or service. 3. Create a desire to buy. 4. Prompt the reader to take action.

14. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 14 Section 9.4 Persuasive Communications WRITING CREDIT AND COLLECTION LETTERS In a five-letter follow-up series, the following procedure will be used. 1.Clear and firm, but still give the customer the benefit of the doubt. 2.Remain friendly and courteous, but firmer and more insistent. 3.More insistent and forceful. 4.Demand payment. 5.State what legal action will be taken if payment is not made.

15. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 15 Section 9.5 Public Relations Letters Public relations is the business of influencing the public’s feelings or attitude toward a company or an organization. Opportunities to do this include: –Promoting a new business –Announcing a special privilege or service –Offering special incentives –Welcoming new residents –Congratulating someone for a special achievement –Inviting people to a special event –Thanking someone for his or her business

16. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 16 Section 9.6 Social-Business Communications 1.Congratulations Letters For promotions, for anniversaries, for retirements 2.Thank-You Letters For gifts, for hospitality, for recommendations 3.Condolence Letters 4.Formal Invitations and Replies May be used for events such as a special reception or formal social gathering Usually engraved or printed, and are written in the third person

17. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 17 Section 9.7 Form Paragraphs, Form Letters, and Templates FORM LETTERS Advantages 1.Saves time in planning, dictating, and transcribing. 2.Can respond more quickly to routine writing situations. 3.Content quality will be better. 4.Fewer errors. 5.No rekeying. Simply select and print. Disadvantages 1.Personal touch can be lost. 2.Reader reaction may be negative. 3.Some writers may use them when they are not appropriate for the writing situation.

18. Communicating in the Workplace Canadian Ed. 6 - Chapter 9 18 Section 9.7 Form Paragraphs, Form Letters, and Templates TYPES OF FORM LETTERS Form Letters Used to respond to identical situations Form Letters with Variables Used when similar, but not identical, responses are needed Letters with Form Paragraphs Used for similar writing situations that occur frequently but vary in content (e.g. responding to job applicants)