1. C HAPTER 9 Goodwill and Special Messages Ch. 9 - 1

2. T HREE K INDS OF G OODWILL M ESSAGES 1. Letters of appreciation To customers for their business. To hosts and hostesses for their hospitality. To colleagues for jobs well done. To individuals who have performed favours. Ch. 9 - 2

3. T HREE K INDS OF G OODWILL M ESSAGES 2. Letters of congratulation For promotions, appointments. For awards. For engagements, marriages, anniversaries, births. For any significant event. Ch. 9 - 3

4. T HREE K INDS OF G OODWILL M ESSAGES 3. Letters of sympathy To console a friend, relative, or loved one. Ch. 9 - 4

5. G OODWILL M ESSAGES C ARDS OR P ERSONALIZED L ETTERS ? Typical Greeting Card Thank-You Message Ch. 9 - 5 It's wonderful to visit with someone as nice as you– You make your guests feel so at home by everything you do. So this just comes to thank you in a warm and special way– For your hospitality was enjoyed much more than words can say!

6. P ERSONALIZED T HANK -Y OU L ETTER Ch. 9 - 6 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,

7. T IPS FOR W RITING G OODWILL M ESSAGES The Five S’s Be selfless. Discuss the receiver, not the sender. Be specific. Instead of generic statements (You did a good job), include special details. (Your marketing strategy to target key customers proved to be outstanding) Be sincere. Show your honest feelings with conversational, unpretentious language. (We're all very proud of your award) Be spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases. Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. Ch. 9 - 7

8. W RITING T HANK -Y OUS Cover three points in gift thank-yous. Identify the gift. Tell why you appreciate it. Explain how you will use it. Ch. 9 - 8

9. W RITING T HANK -Y OUS Be sincere in sending thanks for a favour. Tell what the favour means to you. Avoid superlatives and gushiness. Maintain credibility with sincere, simple statements. Ch. 9 - 9

10. W RITING T HANK -Y OUS Offer praise in expressing thanks for hospitality. As appropriate, compliment the following: Ch. 9 - 10 Fine food Charming surroundings Warm hospitality Excellent host and hostess Good company

11. A NSWERING C ONGRATULATORY M ESSAGES 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 awkwardness or embarrassment. Ch. 9 - 11

12. E XTENDING S YMPATHY 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 powerful and caring leader) Ch. 9 - 12

13. E XTENDING S YMPATHY 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, and colleagues. Ch. 9 - 13

14. T IPS FOR W RITING L ETTERS OF R ECOMMENDATION Identify the reason for writing. Suggest the confidentiality of the recommendation. Establish the relationship of the writer. Identify the length of employment and job duties. Ch. 9 - 14

15. T IPS FOR W RITING L ETTERS OF R ECOMMENDATION Describe the applicant's professional qualities. Describe the applicant's relations with others. Include specific details and examples that illustrate the applicant's personality and performance. Ch. 9 - 15

16. T IPS FOR W RITING L ETTERS OF R ECOMMENDATION Compare the applicant with others in his or her field. Offer an overall rating of the applicant. Summarize the significant attributes of the applicant. Draw a conclusion regarding the recommendation. Ch. 9 - 16