CHAPTER 9CHAPTER 9

Goodwill and Special Messages

Ch. 9 - 1

THREE KINDS OF GOODWILL MESSAGES

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

THREE KINDS OF GOODWILL MESSAGES

2. Letters of congratulation For promotions,

appointments. For awards. For engagements,

marriages, anniversaries, births.

For any significant event.

Ch. 9 - 3

THREE KINDS OF GOODWILL MESSAGES

3. Letters of sympathy To console a friend,

relative, or loved one.

Ch. 9 - 4

GOODWILL MESSAGESCARDS OR PERSONALIZED LETTERS?

Typical Greeting Card Thank-You Message

Ch. 9 - 5

It's wonderful to visitwith someone as nice as you–

You make your guests feel so at homeby everything you do.

So this just comes to thank youin a warm and special way–

For your hospitality was enjoyedmuch more than words can say!

PERSONALIZED THANK-YOU LETTER

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,

TIPS FOR WRITING GOODWILL MESSAGES

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

WRITING THANK-YOUS

Cover three points in gift thank-yous. Identify the gift. Tell why you appreciate it. Explain how you will use it.

Ch. 9 - 8

WRITING THANK-YOUS

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

WRITING THANK-YOUS

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

ANSWERING CONGRATULATORY MESSAGES

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

EXTENDING SYMPATHY

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

EXTENDING SYMPATHY

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

TIPS FOR WRITING LETTERS OF RECOMMENDATION

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

TIPS FOR WRITING LETTERS OF RECOMMENDATION

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

TIPS FOR WRITING LETTERS OF RECOMMENDATION

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