Business and Routine Letters

8/3/2019 Business and Routine Letters

http://slidepdf.com/reader/full/business-and-routine-letters 1/33

Prof. M. Acharya 1

Routine Letters andGoodwill Messages



Prof. M. Acharya 2

Objectives

Letters requesting information and action

Letters ordering merchandise

Letters making claims

Letters responding to information requests

Letters responding to customers orders

Letters granting claims

Letters of recommendation



Prof. M. Acharya 3

Aim

Keeping a formal record of

– Inquiry

–Response

–Complaint



Prof. M. Acharya 4

Writing Plan for an InformationRequest

Opening: Ask the most importantquestion first or express a

polite command. Body: Explain the request logically

and courteously. Ask otherquestions if necessary.

Closing: Request a specific action withan end date, if appropriate, and

show appreciation.



Prof. M. Acharya 5

Weak:I’ve been given the task of locating aconvention site for my company’s meeting.

I’ve checked a number of places, and your hotel looks possible.

Improved:

Will you please answer the followingquestions regarding possibleaccommodations at the Hyatt Regency for

a conference in May.

Improving Openers for RoutineRequest Letters



Prof. M. Acharya 6

Weak:While reading WIRED magazine, I noticed an offer of a free video describing your

Web-building software.

Improved:Please send me your free video describing

your Web-building software.




Prof. M. Acharya 7


Weak:I am conducting a training class for students of photography at the Lincoln

Training Center, and I saw a picture that we would like to use in our program.

Improved:

What is the procedure for ordering a copy of a photograph to be used for training

purposes?



Prof. M. Acharya 8

Weak:Thanks for any information you provide.

Improved:We would appreciate receiving answers tothese questions before April 4 so that wewill have plenty of time to plan our conference.

Improving Closings for RoutineRequest Letters



Prof. M. Acharya 9

Weak:Hoping to hear from you at your earliest convenience.

Improved:Please send the video by August 15.




Prof. M. Acharya 10


Weak:Thank you for your cooperation.

Improved:Your answer to my inquiry will help me

make my printer choice. Thanks!



Prof. M. Acharya 11

Letterhead Island Graphics 893 Dillingham Boulevard

Honolulu, HI 96817-8817

line 12 or 2 lines below letterheadDateline September 13, 200x

2 to 10 lines

Inside Mr. T. M. Wilson

Address Visual Concepts Enterprises

1901 Haumualii HighwayLihue, HI 96766

1 blank line

Salutation Dear Mr. Wilson:

Parts of a Business Letter



Prof. M. Acharya 12

1 blank line

Subject Line SUBJECT: BLOCK LETTER STYLE 1 blank line

Body This letter illustrates block letter style, aboutwhich you asked. All typed lines begin at the leftmargin. The date is usually placed two inchesfrom the top edge of the paper or two lines belowthe last line of the letterhead, whichever position

is lower.If a subject line is included, it appears two linesbelow the salutation. The word SUBJECT isoptional. The complimentary close appears




Prof. M. Acharya 13

two lines below the end of the last paragraph.

1 blank line

Complimentary Sincerely, Close

3 blank lines

Signature Mark H. WongBlock Graphics Designer

1 blank line

Reference MHW:pil Initials




Prof. M. Acharya 14

Writing Plan for an Order Request

Opening: Authorize purchase of items.Suggest method of shipping.

Body: List items vertically. Providequantity, order number, description, and unit

price.

Closing: Request shipment by a specific

date. Tell method of payment. Expressappreciation.



Prof. M. Acharya 15

Writing Plan for a Simple Claim

Opening: Describe clearly the desired action.

Body: Explain the nature of the claim. Tell

why the claim is justified. Provide detailsregarding the action requested.

Closing: End pleasantly with a goodwillstatement. Include end dating if

appropriate.



Prof. M. Acharya 16

Writing Plan for Grantinga Claim

Subject Line (optional): Identify previouscorrespondence.

Opening: Grant the request or announce

an adjustment immediately.

Body: Provide details about how you arecomplying with the request. Try

to regain the reader’s confidence.

Include resale or sales promotionif appropriate.

Closing: End positively with forward-looking thought. Express confidence in

future business dealings.



Prof. M. Acharya 17

Writing Plan for a Letterof Recommendation

Opening: Identify the applicant, the position,and the reason for writing. Establish your

relationship with the applicant.

Body: Describe applicant’s job duties; givespecific examples of skills and

attributes. Compare with others in field.

Closing: Summarize applicant’s significantattributes. Offer an overall rating.

Draw a conclusion regarding therecommendation.



Prof. M. Acharya 18

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

favors

Three Kinds of GoodwillMessages



Prof. M. Acharya 19

2. Letters of congratulation

–For engagements, marriages,

anniversaries, births

–For promotions, appointments

–For awards

–For any significant event




Prof. M. Acharya 20


3. Letters of sympathy

–To console a friend, relative, or lovedone



Prof. M. Acharya 21

Typical Greeting Card Thank-YouMessage

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!

Goodwill Messages: Cards or Personalized Letters?



Prof. M. Acharya 22

Personalized Thank-YouLetter

Dear Professor and Mrs. Shelton:

Thanks for inviting the other members of our business club and meto your home for dinner last Saturday.

The warm reception you and your wife gave us made the eveningvery special. Your gracious hospitality, the delicious dinner servedin a lovely setting, and the lively discussion following dinner allserved to create an enjoyable evening that I will long remember.




Prof. M. Acharya 23


Personalized Thank-YouLetter

We appreciate the opportunity you provided for us students to

become better acquainted with each other and with you.

Sincerely,



Prof. M. Acharya 24

–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).

The Five Ss

Tips for Writing GoodwillMessages



Prof. M. Acharya 25

–Be sincere. Show your honest feelings

with conversational, unpretentiouslanguage (We're all very proud of your award).

–Be spontaneous. Strive to make themessage natural, fresh, and direct. Avoidcanned phrases (If I may be of service,

please do not hesitate . . . . ).

The Five Ss




Prof. M. Acharya 26


–Keep the message short. Remember

that, although they may be as long asneeded, most goodwill messages arefairly short.

The Five Ss



Prof. M. Acharya 27

Cover three points in gift thank-yous.

– Identify the gift.

–Tell why you appreciate it.

–Explain how you will use it.

Writing Thank-Yous



Prof. M. Acharya 28

Be sincere in sending thanks for afavor.

–Tell what the favor means to you.

–Avoid superlatives and gushiness.

–Maintain credibility with sincere,simple statements.

Writing Thank-Yous



Prof. M. Acharya 29

Writing Thank-Yous

Offer praise in expressing thanks forhospitality. As appropriate,compliment the following:

• Fine food

• Charming surroundings

•

Warm hospitality• Excellent host and hostess

• Good company



Prof. M. Acharya 30

Answering CongratulatoryMessages

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 reduceawkwardness or embarrassment.



Prof. M. Acharya 31

Refer to the loss or tragedy directly butsensitively.

– In the first sentence mention the lossand your personal reaction.

– For deaths, praise the deceased.Describe positive personalcharacteristics (Howard was a forceful but caring leader).

Extending Sympathy



Prof. M. Acharya 32

Extending Sympathy

– Offer assistance. Suggest youravailability, especially if you can dosomething specific.

– End on a reassuring, positive note.Perhaps refer to the strength thereceiver finds in friends, family,colleagues, or religion.



Prof M Acharya 33

End

Documents

Business and Routine Letters