Report Writing I_ Business Letters

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ContentsCHAPTER 1: Lexicon in Business ............................................................................... 1 Formal vs. Informal English ......................................................................................... 1 Formal Writing Rules ................................................................................................... 1 Word Confusion ........................................................................................................... 3 A. 1. 2. 3. 4. B. C. Common Word Choice Problems.................................................................... 3 Vague and Abstract words .............................................................................. 3 Wordy and Redundant Language ................................................................... 3 Clichs ............................................................................................................ 4 Slang............................................................................................................... 4 Commonly Confused Words ........................................................................... 9 Spelling ........................................................................................................... 9

Single Words vs. Phrases ............................................................................................ 9 CHAPTER 2: Sentences and Paragraphs .................................................................. 12 Punctuations and Uses .............................................................................................. 13 Punctuations in Business Letters ............................................................................... 16 Open Punctuation .................................................................................................. 17 Mixed Punctuation.................................................................................................. 18 Saying NO ............................................................................................................... 19 DOs and DONTs of Saying NO .............................................................................. 21 CHAPTER 3: Letter Writing ........................................................................................ 22 7 Cs for a Good Business Writing ......................................................................... 22 Types of Business Correspondences..................................................................... 22 Business Letter Purposes ...................................................................................... 22 Formal Letter Formats............................................................................................ 24

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Fig. 1: Full Block..................................................................................................... 25 Fig. 2: Semi-Block .................................................................................................. 26 Fig. 3: Modified Block ............................................................................................. 27 Fig. 4: Modified Semi-Block ................................................................................... 28 The Illustrated Parts of a Formal Letter .................................................................. 29 The Parts of a Formal Letter as Defined ................................................................ 30 Types of Formal Letter ........................................................................................... 32 Personal Letters ..................................................................................................... 33 Business Letters..................................................................................................... 38 Email Correspondences ......................................................................................... 45 Appendix A .................................................................................................................. 48 Job Inquiry Letter Fig. 1A ....................................................................................... 49 Resume Cover Letter Fig. 1B ................................................................................. 50 Application Letter Fig. 1C ....................................................................................... 51 Character Reference Letter Fig. 1D ....................................................................... 52 Complaint Letter Fig. 1E ........................................................................................ 53 Resignation Letter Fig. 1F ...................................................................................... 54 Request Letter Fig. 1G ........................................................................................... 55 Claim Letter Fig. 1H ............................................................................................... 56 Appreciation Letter Fig. 2A ..................................................................................... 57 Introduction Letter Fig. 2B ...................................................................................... 58 Follow-Up Letter Fig. 2C ........................................................................................ 59 Order Letter Fig. 2D ............................................................................................... 60 Billing Letter Fig 2E ................................................................................................ 61 Invoice Letter Fig. 2F ............................................................................................. 62

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Collection Letter Fig. 2G ........................................................................................ 63 Recommendation Letter Fig. 2H ............................................................................ 64 Reference Letter Fig. 2I ......................................................................................... 65 Letter of Interest Fig. 2J ......................................................................................... 66 Welcome Letter Fig. 2K .......................................................................................... 67 Apology Letter Fig. 2L ............................................................................................ 68 Rejection Letter Fig. 2M ......................................................................................... 69 Termination Letter Fig. 2N ..................................................................................... 70

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CHAPTER 1: Lexicon in BusinessOur word choice varies depending on our audience and purpose. Linguists refer to the varying levels of formality in speech and writing as register. Choosing the appropriate register for a given situation can be very important.

There are several purposes that we have to meet whenever we are constructing a business text: to persuade, recommend, offer advice, give an order, etc. Master the following: Use short, familiar, and descriptive words. Avoid slang, jargon, and buzzwords. Avoid abbreviations and acronyms unless you're sure the receiver knows them. Do not misuse apostrophe-s. Use the correct word.

Formal vs. Informal EnglishThe English that we use in conversation differ from those that we are supposed to use in any business transaction. It is very important to keep the tone of any business text formal simply to show you mean business.

Formal Writing Rules a) Do not use I. b) Do not use I think, I feel, I believe, In my opinion, I agree with/that, or I disagree with/that. c) Do not use you. d) Do not write fragments. e) Do not write run-on-sentences. f) Make sure tense of words agrees from sentence to sentence and paragraph to paragraph. g) Make sure each pronoun is first introduced/identified by an antecedent and that it agrees, in tense, with its antecedent. h) Be careful with commas Rule of Thumb: Often, a comma belongs where a natural pause would be if you were reading the sentence aloud. i) Spell all words correctly, and do not contract. j) Remember that capitalization counts in spelling. k) Passive voice is most of the time encouraged since it sounds more polite, but do not do it in excess. l) When you are to use an acronym, spell it out the first time it is mentioned and put the acronym in brackets. i.e.: Ministry of Education (MoE). m) Avoid any form of slang words.

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Formal English

Used in official, literary, academic, etc. content. Typically used in careful, edited writing when the writer has a lot of time to polish his text. Formal English also occurs in speech, usually when the speaker is saying something that was prepared beforehand (for example, reading the news or delivering an official speech). Sentences are longer and more complicated, for example: Toyotas US sales bounced back in March as substantial discounts helped to win back customers who had been shaken by the firms mass safety recalls. The standard of correctness is higher. Some phrases are considered correct (or at least acceptable) in informal English, but wrong in formal English. For example: I have made less mistakes. (formal: I have made fewer mistakes.) Shes liking it. (formal: She likes it.) I feel real good. (formal: I feel really good.) A huge number of words and phrases are used mainly in formal English. For example: nevertheless, to disclose, to constitute, to undertake, daunting, impervious, anew, truly, solace, to enchant, frantically, sizeable, to clutch, heyday, as it happens, upsurge, retrieval Many (but not all) phrasal verbs are avoided. Phrasal verbs are used frequently. For example, in informal situations, people usually say found out instead of discovered, came across instead of encountered and got away instead of escaped.

o o o

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Word ConfusionThe formality of a certain word is not the only problem faced by, unfortunately, quite many writers. But there is no short cut to achieving certainty of using formal words. Careful reading, listening to good speech and frequent use of a dictionary will and help develop the alert and critical sense of the right word. A. Common Word Choice Problems 1. Vague and Abstract words are too general. They dont provide readers with a clear idea of your meaning. Replace vague and abstract words with concrete words or specific words.

A concrete word names something that can be seen, heard, felt, tasted, or smelled.

A specific word names a particular individual or quality. Vague and Abstract That was a good movie. I felt bad when I woke up. The dog is small. Sally won a lot of money at the casino. Concrete and Specific The movie had many plot twists. I was running a fever when I woke up. The dog weighs only three pounds. Sally won five-thousand dollars at the casino.

Some Vague and Abstract Words to Avoid all; character/s; clear; creative; emotion; enough; fact; factor; feeling; good; great; important; kind; later; many; more; most; much; necessary; opportunities; short; situation/s; small; special; things; world; you. 2. Wordy and Redundant Language Wordy Language results from using too many words to express your thoughts. Incorrect: I havent picked a major at this point in time. Correct: I havent picked a major yet. ability; achieve; actually; capable; concept; context; continue; crisis; development; fact; intellectual; kind; mastery; moment; necessary; need/s/ed; opportunities; position; situation/s; special; thoughts.

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Incorrect: Due to the fact that I dont feel well, I stayed home today. Correct: Because I dont feel well, I stayed home today. Redundant Language occurs when you use words that say the same thing. Incorrect: He has reverted back to smoking. Correct: He has reverted to smoking. Incorrect: My two twins are celebrating their birthday. Correct: My twins are celebrating their birthday. 3. Clichs are phrases used so often that people no longer pay attention to them. a. Writing an A paper is easier said than done. b. Ill turn it in late, but its better late than never. 4. Slang is informal and casual language often shared by a particular group. My mom chewed me out for coming home late. I used to not get along with my mom, but were cool now. I was bummed about my midterm grade.

In this part, we can also consider avoiding jargon (vocabulary with special meaning to people in a trade or profession) and buzzword (a word or phrase that usually sounds important and is used primarily to impress outside a particular group).

Below is a list of some slang, jargon, and buzzwords used in sentences followed by a more formal and easy to understand sentence.

ace Jack Bowman is an ace salesperson. Jack Bowman is a very good salesperson.

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awesome Ms. Wright has an awesome idea for getting more clients. Ms. Wright has an excellent idea for getting more clients.

call The director made a good call about this quarter's profits. The director made a good prediction about this quarter's profits.

glitch The program has a glitch. The program has a defect.

intense The meeting was intense. The meeting was serious.

hyper The clerk doesn't need to get hyper. The clerk doesn't need to get overly excited or overly concerned.

cool This is a cool place to work. This is a good place to work.

sharp He's sharp. He's intelligent.

???Think of some words that can be made more formal and make a sentences out of them. Have your colleague rephrase hem for you changing the words into formal form.

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Formal Word Choices Informal About Agree with And Bearing in mind Because Begin But Careful / Caution Carry out Check Enough Fill me in Find out Follow Get Get in touch Go over Has to be Has to give If Ifor not If you dont If youve got any question In accordance with Involve Lost Make sure Many Order / give permission Pay Put in writing Sorry Supply Take away Tell Trusted We dont want to do this Whenever we like Write (cheque) Written Formal Regarding / Concerning Be bound by As well as Reference being made to As a result of / Due to (the fact) Commence While / Whereas Prudential Effect Verify Sufficient Inform / Tell Ascertain Duly observe Receive Contact Exceed Shall be Submit Should Whether...or not Failing / Failure to Should you have any queries Pursuant to Entail Inadvertently mislaid Ensure Several / Numerous Authorize Settle Provide written confirmation We regret Furnish Withdraw Disclose Entrusted This is a course of action we are anxious to avoid Without prior notice Issue (cheque) Shown / Indicated

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Read the letter excerpts below. Decide which is formal and which is informal.

Example 1: This is to inform you that your book has been rejected by our publishing company as it was not up to the required standard. In case you would like us to reconsider it, we would suggest that you go over it and make some necessary changes.

Example 2: You know that book I wrote? Well, the publishing company rejected it. They thought it was awful. But hey, I did the best I could, and I think it was great. Im not gonna redo it the way they said I should.

The difference between the two examples is obvious: the first one is formal and the second is informal. But what makes them formal and informal?

It is the style of writing, or the way we use words to say what we want to say.

Now look at the following beginnings.

Instead of saying: Im sorry but. Im happy to say that Say: We regret to inform you that We have pleasure in announcing that

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The usage of the personal pronoun I in the first set of examples gives a tone of personal attachment of the writer to the situation, as if he is liable of the unpleasant action taken by the business. The words sorry and happy also give a conversational setting and fail to provide the seriousness needed.

The second examples are more professional through the word choices: regret and pleasure connote that the decisions undertaken have concrete bases as per the business guidelines.

By choosing the right words to use, the message is assured of being accepted clearly and with no personal sentiments to either party.

Now, compare the following sample sentences below. Which sounds acceptable for business use and which does not?

It was, like, five bucks, so I was like okay. As the price of five dollars was reasonable, I decided to make the purchase without further thought.

Informal Formal Informal Formal

Our technician repaired the fault on 12th June. Now its your turn to pay us. Although the fault was repaired on 12th June, Payment for this intervention has still not been received. The company laid him off because he did not work much. His insufficient production conducted to his dismissal. Informal Formal

If you lose it, then please contact us as soon as possible. Any loss of this document should be reported immediately. I can help you to solve this problem. Call me! We can assist in the resolution of this matter. Contact us on our toll-free number. If you need any help, give us a call. Should you require any assistance, please feel free to contact us. Informal Formal

Informal Formal

Informal Formal

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B. Commonly Confused Words Homophones are words that sound alike but have different meanings and are spelled differently. Check out for the commonly confused words in business writing. C. Spelling Misspelled words are considered a serious error in writing.

Spelling errors leave a bad impression; you are and will continue to be judged by your spelling!

If you want to become a better speller, you must practice certain strategies.

Conciseness

Preciseness

EFFICIENCY

Single Words vs. PhrasesEfficiency must always be met; this is a motto of every business institution. Thus, Conciseness and Preciseness, in any commercial documents and correspondences, are particularly important. One way we can do this: avoid circumlocution. A writer who wastes words wastes time. Wrong: In spite of the fact that I feel ill, I will go to the meeting. Right: Although I feel ill, I will go to the meeting. Wrong: His brother, who is a member of our club, will open the meeting. Right: His brother, a member of our club will open the meeting. Wrong: We are endeavoring to construct a more inclusive Right: We're going to make a country in which no one is left out. Wrong: The biota exhibited a one hundred percent mortality response. Right: All the fish died. society.

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Unfortunately, some people are used to elaborate unnecessarily when writing formal texts. This is different from creative writing. Bear in mind that the person who is going to read your document is not expecting to be entertained. So why do you have to use long phrases when you can use a single word?

Here are some more sentence show comparisons between using single word over a phrase.

a. The International Conference of Government Accountants happens every two years. The International Conference of Government Accountants happens biennially.

b. The inauguration of the new building will happen at the same time with the oath taking of the new mayor. The inauguration of the new building will be simultaneous with the oath taking of the new mayor. c. Im afraid but the documents for the proposed project are not enough. Im afraid but the documents for the proposed project are insufficient.

d. We are celebrating this year the one hundred years of quality service of this company. We are celebrating this year the centennial quality service of this company.

e. Do not forget to pay your insurance every month. Do not forget to pay your insurance monthly.

f. The cost of living went up. The cost of living increased / rose.

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From the examples, you may have noticed that using the single word does not only improve the sentence quality, it also provides ease to the writer and the reader.

The lesser words used, the easier it will be to be understood.

Below is a table showing you single words you can use in exchange of phrases.

Instead of afford an opportunity as a means of at this point in time due to the fact that during the period has a requirement for in a timely manner in accordance with in advance of in regard to in the amount of in the event that in the near future no later than June 1 pertaining to provides guidance for under the provisions of until such time as with reference to with the exception of all the time At a later date Come to a conclusion Torise in value A handwriting that cannot be read A person who is hundred years old A remedy which never fails A state of perfect balance That cannot be altered or withdrawn A short message added to the end of a letter

Try allow, let to now because during needs quickly, promptly by, following, per, under before about, concerning, on for if shortly, soon by June 1 about guides under until about Except Always Later Conclude Appreciate Illegible Centenarian Infallible Equilibrium Irrevocable Postscript

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CHAPTER 2: Sentences and ParagraphsWriting is one of the feared challenges most people have when it comes to the English Language.

A sentence is the basic unit of grammar and thought. However, the paragraph is the basic unit to organize that thinking.

When you write a formal email, for example, you should organize your sentences into paragraphs. There are four essential concepts that should be understood about paragraphs. 1. Generally have one clear main idea per paragraph in the form of a topic sentence. A topic sentence usually comes at the beginning of a paragraph; and it is answer the question What is the purpose? of the writer in writing the said document.

2. Understand the structure of the paragraph. There are three main parts of any written material: the introduction; the main body; and the conclusion.

3. Understand the method of development of the paragraph. It is always said to write the most important to the least important information when writing any document. Hence, the use of the inverted pyramid of news writing.

4. Show how the ideas are related to other ideas, sentences, or sections of your work. Co-relation among the ideas in a paragraph should be maintained, as well as each paragraph to one another.

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Punctuations and UsesPunctuations are used to emphasize the meaning of a sentence.Period ( . ) To indicate the end of a declarative sentence Example: Here is the place. To indicate that letters are used as abbreviations Example: Dr. Carle D. Reynolds To indicate decimal fractions Example: 16.34 To separate independent clauses joined by a conjunction. Example: This is the street, but I dont know the number of the house. Note: no comma is used unless each statement is independent. Example: You will police the area and maintain a fire watch. To separate parts of a series Example: Monday, Tuesday, and Wednesday To separate coordinate or equal adjectives in a series Example: a loud, sharp blast Note: Unless the adjectives modify the same noun in the same way, they are not in series and no comma is used. To test, check if the adjectives can be reversed. If not, no comma. Example: heavy woolen clothing To separate introductory statements beginning with such words as when, while, since, if, because, until, although, and whenever (or other subordinate conjunctions) Example: When the rain was falling, there was very little wind. To set off introductory prepositional phrases (starting with on, in, at, to, by, for, of, through, etc.) Example: By the time she crawled into bed, she was too exhausted to sleep. Note: Short prepositional phrases (3 words or less) are not always followed by commas. Example: In Japan he served as platoon commander. To separate non-essential elements from the rest of the sentence. A nonessential element is a word or group of words that gives additional identifying information about someone or something already identified; its non-essential because the sentence is still clear without it. Examples: The President, who is the Commander-in-Chief of the armed forces, rates a salute. I visited Albany, the capital of the state of New York. Note: Commas are NOT placed around essential elementsthose that limit meaning or give identifying information about someone or something not already identified. Example: The procedure that you are required to follow is explained in TM 5-250. To set off introductory phrases beginning with verb participles ending in ing, -ed, -en, etc. Example: Having turned off the lathe, I stopped the motor. To set off such expressions as you, no, well, on the other hand, you might say, and of course, (such expressions are called interrupters)

Comma ( , )

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Ellipses () Semicolon (;)

Apostrophe ()

Dash ( )

Hyphen ( - )

Example: He was, of course, the first person I saw. To set off such expressions as he said from direct quotations Example: That decision, he explained, must be your own. Note: No comma is used to separate such expressions from the rest of the sentence if the sentence is an indirect quotation. Example: He explained that the decision must be my own. To separate contrasting elements Example: The wall is gray, not blue. To prevent misreading Example: Undressing, the child ran into the bathroom. To set off the name of a person addressed Example: Frank, may I borrow your skill saw? To indicate that a portion of quoted matter is omitted Example: To receive, obey, and pass on To separate independent statements that are not joined by a coordinating conjunction (and, but, or, nor, for, yet, so) Example: Black is a mixture of all colors; white is the complete opposite. Note: If the independent statements are short, a comma may be used. Example: Horses sweat, men perspire. To separate independent statements when the second statement begins with such conjunctive adverbs or phrases like therefore, however, thus, otherwise, on the other hand, for example, in fact, that is, etc. Example: I submitted a request six months in advance; still, I did not receive a permit in time for the departure. To separate independent statements joined by conjunctions if such statements are long or they contain internal punctuation Example: Classic science fiction sagas include Star Trek, with Mr. Spock and his large pointed ears; Battlestar Galactica, with its Cylon Raiders; and Star Wars, with Han Solo, Luke Skywalker, and Darth Vader. To show possession (if the word does not end in s, add an apostrophe and an s.) Example: The doctors advice, the housewifes choice, mans clothing, Martins house Note: If the word is singular and ends in s or an s sound, use apostrophe and an s Example: Mr. Schultzs car unless pronunciation is awkward: Example: Miss Simmons coat To indicate the omission of letters in contractions Examples: cant, wont, doesnt, havent, its To form the plural of letters, words, and symbols that do not have logical plurals Example: three 2s, too many &s, and seven cs To indicate a sudden, abrupt break of an unfinished word or sentence Example: She will take charge of this post and Wait a minute. Who are you? To set off a summary of a preceding series Example: Food, clothing, shelter, and a sense of humor those are the things a man needs to survive. To join two or more words serving as a single adjective before a noun Example: a one-way street, chocolate-covered peanuts

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Use a hyphen with compound numbers Example: forty-six, sixty-three Our much-loved teacher was sixty-three years old. To avoid confusion or an awkward combination of letters Example: re-sign a petition (vs. resign from a job) semi-independent (but semiconscious) shell-like (but childlike) Use a hyphen with the prefixes ex- (meaning former), self-, all-; with the suffix elect; between a prefix and a capitalized word; and with figures or letters Example: ex-husband, self-assured Quotation To set off quoted matter (including punctuation marks, usually. See a handbook Marks (__ for details.) and __) Example: I saw it, he replied. Note: Indirect quotes are not set off by quotations. Example: He said that the decision must be my own. To indicate a quotation within a quotation (single quotation marks) Example: I replied, When I asked him if he had ever heard of the American Revolution, he said, I saw it. To enclose titles of short stories, poems, magazine articles, portions of books, and individual television show episodes Example: Good diagrams can be found in the chapter entitled Engine Constructions in Dean Austins book Automotive Mechanics. Parentheses To set off digressions or elements which provide extra information () Example: The progress report (Form #78) is submitted each week. I told him (Travers) exactly what to do. To enclose numbers and letters enumerating parts Example: The principal parts are (1) the present tense, (2) the past tense, and (3) the past participle. Brackets [ ] To set off material inserted in a direct quotation Example: Audubon reports that if there are not enough young to balance deaths, the end of the species [California condor] is inevitable. Colon ( : ) Used after an independent clause (complete sentence) to direct attention to a list, an appositive, or a quotation Example: He laid down three rules: no smoking, no idle talk, and no sleeping. Example: A rainbow consists of the following colors: red, orange, yellow, green, blue, and violet. Example: The speaker quoted a popular saying: We grow too soon old and too late smart. To separate two independent clauses (complete sentences) when the second one summarizes or explains the first Example: Faith is like love: it cannot be forced. Slash ( / ) To indicate the end of a line of poetry Example: Here with a Loaf of Bread beneath the Bough, / A Flash of wine, a Book of verse and Thou To set off phonemic transcriptions Example: In French the /e/ is pronounced as /A/. To separate paired terms (use sparingly) Example: pass/fail producer/director

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Punctuations in Business LettersAs with most aspects of writing, the rules or conventions of punctuation are not fixed, firm, or unchanging.

Mandatory (Formal) Writers follow the classic punctuation rules, never omitting anything. The Mandatory style should be used for most technical, scientific, and legal documents. It should also be used for any formal or critical documents. They requested sales figures for 2003, 2004, and 2005.

Definition

Comma

Optional (Informal) Take a liberal stance and omit what they consider to be optional punctuation. The Optional, less formal, style can be used in letters, emails, and memos that are addressed to familiar readers. They requested sales figures for 2003, 2004 and 2005.

The project needs were For The project needs were established, and established and the budget Conjunctions: the budget calculated. calculated. A.A. AA N.A.A.C.P. NAACP Full Stop F.M.U. FMU used in place of a semicolon Although new thermometers helped us gauge the temperature of the meat, we could have not anticipated the burgers would cook so fast on our new range, and the burnt food seriously annoyed our diners. not used to form the compound word entry-level.

Semicolon

Although new thermometers helped us gauge the temperature of the meat, we could have not anticipated the burgers would cook so fast on our new range; and the burnt food seriously annoyed our diners.

Hyphen Entry-level executives typically have Entry level executives high salaries. typically have high salaries. Open Punctuation Mixed Punctuation Open punctuation does not require the colon and the comma. Mixed punctuation requires a colon to follow the opening salutation and comma to end the complementary close

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Open Punctuation

4239 - 192nd Avenue, NE Duvall, WA 98019 October 4, 2005 * * (3 blank lines) * Mr. John Russell, Manager Northwest Bank 3224 N Lombard Street, Suite 200 Seattle, WA 98001-4335 * (the * symbol means to leave a blank line) Dear Mr. Russell * OFFICE ASSISTANT POSITION (subject line) * Thank you for the opportunity to discuss with you your needs for an office assistant and my qualifications for that position. I appreciate your thorough explanation of the objectives of your bank, and Ms. Benson was especially helpful in outlining the details of the job. * After visiting with you and Ms. Benson, meeting your office staff, and seeing your facilities, I am even more enthusiastic about working for your bank. I look forward to the possibility of becoming a part of your office team. * Sincerely * * (3 blank lines) * Ms. Margaret Garcia Manager * dj (preparer's initials--do not put your initials if you are signing the letter) * Enclosure (if you are sending something with the letter) * (Postscripts--reminders or short notes to the reader--are put at the bottom)

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Mixed Punctuation

(tab 6 times) (Return address of sender)

14239 - 192nd Avenue, NE Duvall, WA 98019 February 22, 2006

* * (3 blank lines) * Mr. John Russell, Manager Northwest Bank 3224 N Lombard Street, Suite 200 Seattle, WA 98001-4335 * Dear Mr. Russell: (with mixed punctuation there is a colon after the name) * OFFICE ASSISTANT POSITION (subject line) * Thank you for the opportunity to discuss with you your needs for an office assistant and my qualifications for that position. I appreciate your thorough explanation of the objectives of your bank, and Ms. Benson was especially helpful in outlining the details of the job. * After visiting with you and Ms. Benson, meeting your office staff, and seeing your facilities, I am even more enthusiastic about working for you bank. I look forward to the possibility of becoming a part of your office team. * (6 tabs in) Sincerely, (with mixed punctuation * put a comma after the (3 blank lines) * complementary close) * (6 tabs in) Ms. Margaret Garcia Manager * dj (preparer's initials) * Enclosure (if you are sending something with the letter) * (Postscripts--reminders or short notes to the reader--are put at the bottom)

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Saying NOIts not a YES all the time. The question is; How to say NO? Differentiate the following letters.

Differentiate the following letters:Dear Mr. Arnold, Thank you for applying for a job with our company. Unfortunately, you weren't successful on this occasion as another applicant's qualifications and experience were a better match to our needs. Thanks for your interest in our company. Yours sincerely BAD Writer, Human Resources ManagerDear Mr. Arnold, Thank you for applying for a job with The Prestigious Company. We have considered your application and were very impressed with the breadth of experience you have and your excellent academic achievements. In particular, we were impressed with the work you have done with the disabled in Chicago. We received applications from many well qualified and experienced applicants and it was difficult for us to choose just one applicant to fill this position. On this occasion, we have chosen another applicant whose experience is more suitable. Your interest in our company is appreciated and I wish you every success with your job search. Yours sincerely GOOD Writer, Human Resources Manager

Article Source: http://EzineArticles.com/94931

Article Source: http://EzineArticles.com/94931

??? Observe the two sentences and identify their differences in terms of their individual impact to the recipient.

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Now read the letter below and observe how the writer formally handled the issue of delivering a negative message.

Dear Keith: Thank you for asking me about taking the week before Christmas as a vacation week. I wish I could say yes. Unfortunately, in our retail environment I can't. The week before Christmas is the busiest week of the year in our store. We may ring up 10 percent of our annual sales in that week alone. That's why we have a policy that requires nearly every employee to work that week. I said "nearly every employee" because we do have a rotation that permits employees to take vacation time that week or the week after Christmas every four years if they wish to. You will be eligible for either of those weeks in your fourth year with us. The store is closed on Christmas Day and New Year's Day, and you will have both of them off as paid holidays. Also, because you are working Christmas Eve, you will have New Year's Eve off. I hope those days off will make up a little for having to work the week before Christmas. Again, thank you for checking with me, Keith. Please let me know if you want to talk more about the Christmas vacation policy. You can also read more details about vacation time in the employee handbook. JimNotice that the message doesn't criticize Keith for asking about a policy he probably should have known already--there's no point in that. Embarrassing or lecturing the reader never helps. Saying no is enough.

Saying no without making your reader angry requires skill and diplomacy. Sometimes, no matter how carefully you word your message, you create ill will. You can reduce your chances of offending your reader by keeping in mind the following when writing bad-news letters.

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DOs and DONTs of Saying NODo

Do say no clearly. Avoid being so polite that the reader may not be sure you denied the request.

Do explain why you must say no. Do state what you can do for the reader, even though it is not what the reader requested.

Do use positive language wherever possible. For example, open with "Thank you for asking for a free copy" or "I appreciate your requesting permission."

Do treat the reader respectfully. Imagine you are writing to one of your favorite people.

Don't

Don't write if you are worried that your message might be offensive or confusing. Instead, talk in person or on the telephone for two-way communication. Then write a message confirming what was discussed.

If you are responding as a representative of your company, don't criticize the policy that requires you to say no. Otherwise, you undermine the company and may seem untrustworthy.

Don't use negative expressions that may offend or embarrass the reader, such as "It is unreasonable," "I never agreed," "You are mistaken," or "You should."

Here are some phrases that you can use to introduce your NO to a customer: you get the client to see things from your point of view: Id love to, but I really have to (insert action here) Im already working on (insert task here) but I can (offer alternative) That would be great, but Ive already committed to My schedule is booked until (date). How about then? I really appreciate that you offered me this job but Im presently all tied up with (insert project)

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CHAPTER 3: Letter WritingLetter writing is one of the main tasks in the corporate world. Thus, every employee is required to know the basics of formal letter writing.

Business letters are formal paper communications between, to or from businesses and usually sent through the Post Office or sometimes by courier. Even today, the business letter is still very useful because it produces a permanent record, is confidential, formal and delivers persuasive, well-considered messages.

7 Cs for a Good Business Writing Clear Concise Correct Courteous Conversational Convincing Complete

Types of Business CorrespondencesLetter Email Memo Fax

Business Letter PurposesThere are many reasons why you may need to write business letters or other correspondence:

to persuade to inform to request to express thanks to remind to recommend to apologize

to congratulate to reject a proposal or offer to introduce a person or policy to invite or welcome to follow up to formalize decision

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Writing the Letter Tips on how to write a business letter: Keep your purpose in mind when writing a business letter. There are many types of business letters (e.g. letter of inquiry, letter of application, letter of announcement, letter of congratulations) and each type has suggested content and formats. Write with a positive tone. Even if the subject of your letter is unpleasant, it is important to remain courteous and tactful. Building and sustaining goodwill is imperative in all business. Follow standard spelling and grammar rules, even if your letter is informal. At the end of the day, youre still writing for business and you should never leave your professional personal behind. Personalize your business letter. While there is a generic template for almost every situation, it still speaks well of you if you can make your letters targeted to your recipient.

Good Opening Lines for Business Letter With reference to your letter of 8 June, I . I am writing to enquire about . After having seen your advertisement in , I would like . After having received your address from , I . I received your address from and would like . We/I recently wrote to you about . Thank you for your letter of 8 May. Thank you for your letter regarding . Thank you for your letter/e-mail about . In reply to your letter of 8 May, .

Good Closing Lines for Business Letter If you require any further information, feel free to contact me. I look forward to your reply. I look forward to hearing from you. I look forward to seeing you. Please advise as necessary. We look forward to a successful working relationship in the future. Should you need any further information, please do not hesitate to contact me. Once again, I apologise for any inconvenience. We hope that we may continue to rely on your valued custom. I would appreciate your immediate attention to this matter.

Business Letter Closings for New Business Contacts Yours truly, Yours sincerely, Sincerely, Yours faithfully, Yours respectfully,

Business Letter Closings for Old Business Contacts Best regards, Warm regards, Best wishes, With appreciation, Cordially,

Professional Letter Closings for Thank you Notes Thank you for your kindness and consideration, Thank you for your time, Thank you for your attention to the request, Thank you for your help, Many thanks, Kind thanks, Thank you,

Letter Closings for Formal Yet Friendly Letters With all good wishes, Best wishes for your future, Warm greetings to all, Wishing you a safe journey, With personal regards, Health and happiness, Peace and blessings,

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Formal Letter FormatsIn English there are a number of conventions that should be used when writing a formal or business letter. Furthermore, you try to write as simply and as clearly as possible, and not to make the letter longer than necessary. Remember not to use informal language like contractions.

1. Full Block (Fig. 1) o all text is aligned to the left margin, o paragraphs are not indented, o paragraphs are separated by double or triple spacing.

2. Semi-Block (Fig. 2) o all text is aligned to the left margin, o paragraphs are indented.

3. Modified Block (Fig. 3) o all text is aligned to the left margin, except for the writer's address, date, and closing; and o paragraphs are not indented. o the writers address, date, and closing are usually indented three inches from the left margin, but can be set anywhere to the right of the middle of the page, as long as all three elements are indented to the same position.

4. Modified Semi-Block (Fig. 4) o all text is aligned to the left margin, except for the writer's address, date, and closing; and o paragraphs are indented. The writer's address, date, and closing are usually indented in same position

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Fig. 1: Full Block 1 1/2 inch marginCompany Logo or Letterhead

6-10 spaces

March 15, 2001

2-4 spacesMr. John Smith, Director of Operations SomeGroup Group SomeStreet Drive Sometown, VA 12345

2 spacesDear Mr. Smith:

2 spacesThank you for your inquiry about Full-Block format for letters. What follows is a quick summary of the format and the conventions it uses. Full block format is considered the most formal of the three styles. In full block format or style, every line is left justified. The dateline is placed two to six line spaces below the last line of the heading or letterhead. The inside address placement varies depending upon the length of the letter. A common spacing is four line spaces below the date line. The salutation is placed two lines below the attention line (if an attention line is provided). The first line of the body is placed two lines below an attention line or two to four lines below the last inside address line. When using full block, paragraphs are single spaced, with a double space between paragraphs. While there are no set rules governing format use, full block is generally used for (1) requests or inquiries, (2) claims, (3) announcements, (4) records of agreement, (5) transmittal of other technical documents, and (6) job applications. Most other types of letters use semi-block or simplified format. This page illustrates the spacing and layout of full block format.

2 spacesSincerely yours,

4 spacesDr. Sheila Carter-Tod English Instructor

2 spacesSCT/jm

2 spacesEnclosure

1 1/2 inch margin

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Fig. 2: Semi-Block 1 1/2 inch marginCompany Logo or Letterhead

6-10 spaces

March 15, 2001

2-4 spacesMr. John Smith, Director of Operations SomeGroup Group SomeStreet Drive Sometown, VA 12345

2 spacesDear Mr. Smith:

2 spacesThank you for your inquiry about Semi-Block format for letters. What follows is a quick summary of the format and the conventions it uses. Semi-block format or style is frequently called modified semi-block because it is a slightly less formal modification of full block format. This letter style places the date line in alignment with, or slightly to the right of dead center. Another option for placing the date line in semi-block is flush right. Similar to full block, semi-block places the inside address, salutation and any end notations flush with the left margin. However, unlike full block, each body paragraph of semi-block is indented five spaces. The complimentary close and signature block are aligned under the date. This page illustrates the spacing and layout of semi-block format. Both full block and semi-block formats generally contain all of the necessary parts of a letter.

2 spacesSincerely yours,

4 spacesDr. Sheila Carter-Tod English Instructor

2 spacesSCT/jm

2 spacesEnclosure

1 1/2 inch margin

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Fig. 3: Modified Block 1 1/2 inch marginCompany Logo or Letterhead

6-10 spaces

March 15, 2001

2-4 spacesMr. John Smith, Director of Operations SomeGroup Group SomeStreet Drive Sometown, VA 12345

2 spacesDear Mr. Smith:

2 spacesThank you for your inquiry about Modified Block format for letters. What follows is a quick summary of the format and the conventions it uses. Modified Block format or style is an alteration of the full block wherein the date and the closing are indented towards to middle or towards the right side of the paper but still following the margin allotted for the different types of letters. This page illustrates the spacing and layout of modified bloc format. Both full block and modified block formats generally contain all of the necessary parts of a letter.

2 spacesSincerely yours,

4 spacesDr. Sheila Carter-Tod English Instructor

2 spacesSCT/jm

2 spacesEnclosure

1 1/2 inch margin

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Fig. 4: Modified Semi-Block 1 1/2 inch marginCompany Logo or Letterhead

6-10 spaces

March 15, 2001

2-4 spacesMr. John Smith, Director of Operations SomeGroup Group SomeStreet Drive Sometown, VA 12345

2 spacesDear Mr. Smith:

2 spacesThank you for your inquiry about Modified Semi-Block format for letters. What follows is a quick summary of the format and the conventions it uses. Modified Semi-Block format or style is an alteration of the semi block. The date and the closing are still indented towards to middle or towards the right side of the paper and following the margin allotted for the different types of letters. This page illustrates the spacing and layout of modified semi-bloc format. There is an indention in every paragraph for this format.

2 spacesSincerely yours,

4 spacesDr. Sheila Carter-Tod English Instructor

2 spacesSCT/jm

2 spacesEnclosure

1 1/2 inch margin

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The Illustrated Parts of a Formal Letter

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The Parts of a Formal Letter as Defined1. Sender's address is usually given in the letterhead, but if there is none, the address can be typed in the top right- or left-hand corner of the letter.

2. Date is written below the sender's address. The month is usually not written out as numbers it could be confusing (different sequences):

20 December 2004 20th December, 2004 3. Inside address begins with the name of the company or if you know the name of the person you are writing to you can begin with his / her name. Courtesy titles are used before names:

Mr, Mrs, Miss, Ms, Messrs,

M.Sc, Dr, Prof., Capt., Maj., Col., Gen.

Abbreviations may be used with or without a full stop, but we must remain consistent throughout our correspondence.

The address can also begin with a job title or a department (if you do not know the name): The Sales Manager, The Accounts Department.

The items that follow are: the name of the house or building the number of the building and the name of the street the name of the town and the postcode the name of the country

4. Attention line is an alternative to putting the recipient's name in the address.

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5. Salutations are as follows: Dear Sir to a man whose name you do not know Dear Sirs /Gentlemen to a company Dear Madam to a woman whose name you do not know Dear Sir or Madam to a person whose name and sex you do not know Dear Mr Smith to a person whose name you know, but you do not know the person very well Dear John to a person you know well

NOTE: The British like to use the comma after the salutation: Dear Mrs. Jones, but the Americans prefer a colon: Gentlemen:

6. Body of the letter is usually written in the blocked style. A line of space is left between the paragraphs.

7. Complimentary close is related to the salutations: If the letter begins Dear Sir / Sirs / Madam / Sir or Madam, the complimentary close should be Yours faithfully, If the letter begins with a personal name, e.g. Dear Mr James, it should be Yours sincerely, A letter to someone you know well may end with Best wishes. A comma after the complimentary close is optional.

8. Signature requires you to always type your name and possibly your job title below your handwritten signature (the so called signature block).

9. Enclosures indicate any document enclosed with a letter, although they might be mentioned in the body of the letter, it is common to write Enc. or Encl. below the signature block.

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Types of Formal LetterThere are several types of formal letters that are written everyday in the corporate world, either a personal-to-business or business-to-business transactions. The following pages will present you the different types of letters, after which, your teacher will require you to write a similar type after each letter being discussed. Once edited, file them for use by the end of this course. Formal Letters is divided into two broad categories based on the intended recipient. Please refer to Appendix A for the letter samples.

Personal Letters a. Job Inquiry b. Resume Cover Letter c. Application Letter d. Character Reference Letter e. Complaint Letter f. Resignation Letter g. Request Letter h. Claim Letter

Business Letters a. Appreciation Letter b. Business Introduction Letter c. Follow-up Letter d. Order Letter e. Billing Letter f. Invoice Letter g. Collection Letter h. Recommendation Letter i. j. Reference Letter Letter of Interest

k. Welcome Letter l. Apology Letter

m. Application Rejection Letter n. Termination Letter

Email Correspondence

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Personal Letters

a.

Job Inquiry. A letter of interest, also known as a prospecting letter or inquiry

letter, is sent to prospective employers that may be hiring, but, haven't listed a specific job opening to apply for. Your letter should contain information on why the company interests you and why your skills and experience would be an asset to the company. Also provide information on how you will follow-up and where you can be reached.

b.

Resume Cover Letter. While your rsum is a summary of your credentials,

your cover letter can be an effective marketing tool. Your aim is to demonstrate why your education, work experience, skills, and background uniquely qualify you for the position you're applying for.

A cover letter should contain three main sections:

FIRST PARAGRAPH Identify the position for which you are applying. State how you learned of the position and why you are interested in the position or organization. SECOND PARAGRAPH Summarize why you are a strong candidate for the position. Target the job description and specifically discuss how your skills relate to the job requirements. Highlight one or two of your accomplishments or abilities that show you are an excellent candidate for the position. Detail positive characteristics and past experiences that illustrate how your qualifications will benefit the organization. CLOSING PARAGRAPH Thank the person for considering your rsum and offer to provide additional information. Include your phone number and when you can be reached.

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Cover Letter Writing Tips: A tailored cover letter may be used to accompany a rsum. Address the letter to the contact person or to the Human Resources Director. Use standard business letter format. Use a font size of 10 to 14 points. Use non-decorative typefaces. Choose one typeface and stick to it. Cover letters should be individually typed and signed. Use terms and phrases that are meaningful to the employer. Minimize jargon, abbreviations, and contractions and be concise. Check your letter for errors and grammatical correctness. Pay special attention to the job description as it provides specific cover letter instructions. Don't be generic. Identify those skills and areas of expertise and accomplishment that set you apart from others.

Sending Cover Letter via Email When you are sending an email cover letter, it is important to follow the employer's instructions on how to submit your cover letter and resume, and to make sure that your email cover letters are written as well as any other correspondence you send. Sending formal letters via email will be discussed at the latter part of the course. c. Application Letter. An application letter should accompany each application

and is much more than a cover letter that introduces your resume. It is a targeted, precise, interesting communication that provides an opportunity for you to highlight skills and experience, and express an interest in the position. It aims to encourage the employer to look closely at the accompanying resume and other paperwork, and to hopefully invite you to an interview.

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An application letter is more detailed than a cover letter. An application letter is intended to say the bulk content of a resume enclosed with it.

An Application Letter should:1. Be no longer than one page 2. Be targeted for each application 3. Aim at getting attention quickly 4. Be error free 5. Be courteous 6. Have a positive, enthusiastic tone 7. Make use of short paragraphs and clear language 8. Refer to the organisation and include why you want to work for this particular employer 9. Tell the employer how you will meet their needs 10. Be a balance between self confidence and modesty 11. Be drafted and redrafted until it is right 12. Be checked by someone else before it is sent out 13. Be presented on good quality paper 14. Be printed on a quality printer 15. Be typed, not handwritten 16. Be sent unfolded with your resume (use an A4

d.

Character Reference Letter. A character reference letter is usually written as a

general purpose reference to be used in various situations. It is different from a true "recommendation letter" which would always be addressed to a specific individual, to deal with a specific situation.

Reference Letter Tips

Make sure you know the person and the person's capabilities. Be sure to ask for enough time Ask for their goals and advice on what you might write to help achieve those goals. Ask for a review of your conversation. State your connection with the person you are recommending Write only complimentary, yet factual, observations. Remember that potential employers are good at 'reading between the lines,'

What to Write in a Character Reference Letter Explain how you know the applicant. State your qualifications for writing the reference letter. List the applicant's exceptional qualities and skills, Emphasize key points that you want the reader to note on the applicant's resume or job application. Give your judgment of the applicant, his/her qualifications and potential. Give specific examples to back up what you have said about the person's qualifications and character. Avoid discrimination Don't be too brief. Make the ending statement strong without overdoing it. List your contact information

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e.

Complaint Letter. A personal letter of complaint, or complaint letter, can be

warranted in many different situations. If you have a grievance and you want some kind of action, a letter of complaint is the most effective way to achieve that. Recording your complaint formally in writing makes it very clear that you are serious about the situation, and is therefore more likely to elicit a serious response.

Letters of complaint usually include the following stages:

1. Background. This section describes the situation; 2. Problem. States the cause and effect; 3. Solution. State the expected or desired action for the raised issue; 4. Warning (optional). Reveals the counteraction of the complaining party; 5. Closing. The writer states his expectation for resolution at the soonest possible time.When complaining, it is necessary to maintain politeness and focus on the real issue. The tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included. Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

f.

Resignation Letter. When writing a resignation letter, it's important to keep your

resignation letter as simple, brief, and focused as possible. It should also be positive. Once you have made the decision to move on, there's no point in criticizing your employer or your job. Your letter of resignation should include information on when you are leaving. You can also let the employer know you appreciate your time with the company. Mention in your letter:

your role in the organization; that youre resigning from this role; the last day you will work.

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g.

Request Letter. A request is a letter asking the recipient to do something he or

she does not have to do, may not have time to do, or may not want to do. Therefore, pay particular attention to the structure given for each letter; these are time-tested formulas for persuasive writing that have been proven to work.

A letter is an ideal medium for requesting a favor. Making the request in writing allows the other person to think it over in the privacy of her own home or office, without the pressure of you standing there waiting for an answer, or the potential for embarrassment (for both of you) if you are turned down.

How to Ask: Ask politely. Do not demand or threaten. Show the reader whats in it for her. Prove your case. Say exactly what you hope she will do for you.

h.

Claim Letter. A letter of claim is a letter that is written to notify someone of

incomplete or unsatisfactory work on a specific project. For example, if you hired someone to decorate your office, but they never finished the job or did not complete it to your specifications, you would write them a letter of claim stating you grievances and possible reparations.

What to Write in the Claim Letter At the beginning of your letter, indicate that you are making a claim and specify the type of claim you are making (e.g., an insurance claim). State the policy number, if applicable. Describe the specific circumstances or details of the claim (for example, that a product is defective or the details of an accident). Give all relevant facts concerning the claim. Indicate the dollar amount you are claiming or what action you would like the reader to take and the date by which you expect the action to be taken. Refer to any documents you are including with your letter, including claim forms, repair estimates, warranty, or records or receipts. Ask if there is any other information or documents or forms you need to send. If you are using some of the enclosed documents as evidence to substantiate your claim, specifically mention the content of the documents and illustrate how they support your claim. Indicate by when you would like to receive a reply to your letter and include contact information that will allow the person to easily reach you.

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Business Letters

a.

Appreciation Letter. People respond positively when treated kindly. Employees

work harder when they feel appreciated. With a sincere, well-written appreciation letter you can make someone feel special or improve relations. Focus on words of admiration, gratitude and recognition.

1. Write your letter quickly 2. Use stationery 3. Use customized letterhead (for business correspondence) 4. Address your appreciation letter to a specific person 5. Specifically state what you appreciate 6. Be sincere 7. Write clearly and concisely 8. Be brief 9. Avoid thanking the person beforehand 10. Close with warm regards or best wishes for continued success

b.

Business Introduction Letter. Writing a company introduction letter properly

and correctly is very important as it is the first impression that a prospective client has about your company, and your future business depends on it.

1. Address your letter to a specific person, whenever possible. 2. Begin your letter by stating your name and your position or role, if relevant. 3. Tell how you got the readers name, if applicable. 4. State the purpose for your letter. 5. Indicate what it is that you hope to accomplish by sending your letter Include any other important information about yourself or the purpose of your letter 6. Close by thanking the person, and end on a positive note.

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c.

Follow-up Letter. Follow-up letters are usually sent for two reasons: first, follow

up letters serve as an opportunity for additional contact after an initial meeting, career fair, or networking meeting; second, follow-up letters can effectively revive a job search by reconnecting a contact with whom you have not spoken in a while. This kind of letter is sent several weeks after sending a thank you letter in order to touch base once again with your contact and to reintroduce yourself.

A follow-up letter should let the reader know the following:

1. That you appreciated your initial meeting 2. Where you stand in your current job search 3. Anything relevant that has occurred between the initial meeting and now. 4. What type of help you now need (e.g., additional contact names, job leads, etc.)

d.

Order Letter. Letters dealing with payments and orders on products or

merchandise of business activity are called order letters or purchase order (PO). The document confirms the seller that the customer requires a particular number of products within a specified time. Writing these letters depends on the situation and the condition of the business.

Some Do's and Don'ts While Writing an Order or Purchase Order Letter: This type of letter should be written as soon as the decision on a particular product has been made. You should give enough time after the order is placed to the vendor to execute the order The letter should indicate the product code or an item number and also the size and the number of quantities being ordered. Mention clearly the date when the order letter is generated as this is will identify the time when the order is being placed. If the order is placed by the company then it is necessary to follow the purchase order format. Also indicate when you would like to get the order in the letter. You also need to mention the mode of delivery material in the letter. With the order letter, you should also carry the mode of payment you intend to follow for the order. You should also write down the address and any landmark that is close to your address. This will help the vendor to locate your address and hence, deliver your material in proper time. You need to give the details of the costing and also include the taxes so that there is no confusion later on while making the payment in your letter. The company's or dealer's name should clearly be written so that there is no miscommunication of the details. Lastly make sure that you do not make any grammatical and punctuation mistakes in the letter. Remember that these order letters should be typed bearing the personal signature of the person placing the order.

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e.

Billing Letter. A billing letter is not the same thing as a collection letter. The

purpose of the billing letter is to persuade your customers to pay now instead of later for two key reasons: (1) to prevent delinquencies; and (2) to get your money sooner and improve cash flow.

A billing letter is always sent before payment is due and is routinely sent out with the initial invoice.

Tips for Writing a Billing Letter Enclose or attach an invoice listing the items purchased and the amount due. Thank the customer for her order. Urge the customer to pay the bill now, while it is still handy. If your terms reward the customer for prompt payment, make this the main point of your letter. (For instance, some vendors give a 2-percent discount if payment is received within ten days.)

f.

Invoice Letter. It is a document required by customs to determine true value of

the imported goods, for assessment of duties and taxes. Invoice Letter needs to include: 1. 2. 3. 4. 5. 6. 7. 8. invoice number for reference dates of when the invoice was raised and the due date, quantity, weight and/or volume of the shipment, type of packaging, complete description of goods, unit value and total value, and insurance, shipping and other charges (as applicable) payment term as agreed upon.

g.

Collection Letter. The first collection letter should only be a friendly reminder.

Assume that the customer has forgotten to pay and courteously invite him/her to pay promptly. Most people will make a payment after a couple of reminders. If there is no

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response to these reminders, you should assume that the customer is not paying because of financial, medical, or other personal difficulties. First inquiry letter: Make a request for prompt payment, and add your willingness to help the customer by offering new terms for repayment. Second inquiry letter: Use positive wording, but state firmly that the customer will pay a penalty for continued nonpayment, such as a late fee, a collection fee, or interest on the amount owed. Typical Content of a Collections Letter Send a copy of the original bill. Stamp on it Reminder or Past Due and highlight the amount past due. Include a short statement indicating the amount due, the due date, late charges (if any), and the account number. Make sure the address where the customer should send payment is plainly indicated. Including a pre-addressed envelope for payment (with or without postage) is also helpful

h.

Recommendation Letter. A Recommendation Letter is a letter in which the

writer assesses the qualifications, skills, abilities, interests, and capabilities of the person being recommended in terms of that individuals ability to perform a particular task or function. Given a choice about who to ask, ask someone who: 1. Is comfortable writing a letter for you 2. Can write well and write easily 3. Has experience writing letters of recommendation 4. Is familiar with your work 5. Knows you well enough to be able to include personal anecdotes in the letter 6. Has the highest and/or most relevant job title

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As a rule letters of recommendation are organized into three sections. They usually contain between five and nine paragraphs. Total word count can range from 200 to 600. Section Length Content

Opening

Sentence 1-- State the purpose of the letter, namely that you're writing a recommendation concerning the individual 1 paragraph of Sentence 2-- Explain how you know the individual. State from where and for how a couple long you've known him or her. Be very clear about the working relationship sentences involved. That is, explain whether he or she was your subordinate, co-worker, student, etc. Paragraph 2-- Ease into the specifics contained in the rest of the body. Use this paragraph to characterize the individual in general terms. 2 to 6 Paragraphs 3 thru 6-- Address personal dimensions such as those listed above paragraphs of 2 that you feel are pertinent and for which you have direct knowledge. Include to 4 sentences anecdotes to back-up your assessments. Cover 1 or 2 dimensions per paragraph. each Final paragraph of body section-- If relevant, explain why the individual is seeking a new assignment. For example, if he or she was laid off mention why. 1 or 2 paragraphs of a Express your level of confidence in the individual. Explain the extent to which you couple believe he or she is suited to the job or program sought. sentences

Body

Closing

i.

Reference Letter. A Reference Letter is a letter in which the writer makes a

general assessment of the qualities, interests, attitude, integrity, community involvement, and personal characteristics of a person. Reference letters are typically used in situations where an individuals character is being assessed. A reference letter also confirms details about an individuals situation or circumstances. A salutation of To Whom It May Concern: is used if the name of the recipient is known. Otherwise, you should address the letter to that person specifically.

Follow the guideline under Character Reference Letter.

j.

Letter of Interest. A letter of interest is sent to a prospective employer that may

be hiring, but, hasn't listed a specific job opening. Include information on why the company interests you and why your skills and experience would be an asset to the

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company in your letter. Also provide information on how you will follow-up and where you can be reached.

k.

Welcome Letter. With welcome letters, you can demonstrate to others that you

value them (and their business). Learn how our software can help you quickly compose a welcome letter for business, sales, personal, and many other special occasions.

How to write a welcome letter 1. Write your welcome letter to demonstrate to others that you value them 2. Keep it short, inviting, and to the point 3. Attach a gift or provide useful information 4. Include an invitation to a special event 5. Use language that conveys your enthusiasm or appreciation

l.

Apology Letter. Because apology letters are personal, they should be heartfelt

and plain-spoken, not subdued or muddled by corporate speak. Nevertheless, they should also be organized, easy to read and logical. The following guidelines will help the writer of this letter achieve his desired result.

Include A recap of the misdeed, An admission of guilt An explanation for why the offense occured A statement of remorse Reasons why the wrongdoing will not happen again A request of the recipient (for example, for forgiveness)

Demostrate You know that what was done was wrong You believe it was your fault You understand why you did it You have a concrete plan that will prevent it from happening again You are committed to making you plan happen

For the Benefit Be honest with yourself about what you hope to gain, no matter what might be Understand your recipient's goals and the fact that they deserve to be met; resolve to meet them Realize that your letter is ultimately an act of trading Try to create a fair trade.

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Tips Be sincere. Your letter should reflect your personality and writing style. Be coherent. Your letter will discuss important things. The recipient should be able to understand what you're saying. Be deliberate. Do not include unnecessary material. Stick to content that helps achieve the goals of the letter. Be honest. If you describe situations, do so factually. Be logical. Conclusions you reach in your letter should rest on common sense rather than depend on wishful thinking. Be consistent. For example, don't take responsibility for something and then backtrack later in your letter. Accept the real possibility that writing your letter will be painful. Let what you say demonstrate your pain. Apologies are serious business. Only inject humor when you are sure it will help. Use correct grammar and check your spelling. Write your letter as soon as possible. Make a first draft and let your thoughts flow. Wait several hours and read it, then edit as needed. Put your letter on quality stationery and send it by mail. Handwrite it unless you have legibility issues. Make a copy and keep it.

m.

Application Rejection Letter. The hiring process is never easy, and finding the

perfect candidate can be a challenge. When you do find the individual you wish to hire, it is certainly to your advantage to notify the other applicants that they were not selected for the position. Sending a rejection letter is beneficial to both you and the applicants.

n.

Termination Letter. Be sensitive. A carefully written letter of termination can

ease the pain of job loss. Choose from a variety of good sample letters.

Why should your termination letter be well written? It can ease the pain of an employee who will have to make a difficult transition. The written word is easily preserved and can come back to haunt you. It will reflect well on your company as signs of courtesy and professionalism. It can help diminish hostility if it does not openly reproach the employee. It gives the employee the benefit of the doubt for facts not in evidence. Circumstances may change and you may decide to rehire the same employee.

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Email Correspondences Email correspondence has changed the communication in the corporate world tremendously that it became a necessity in business deals.

Email is not the same as a hard copy of a letter or other correspondence. There are different rules of writing that must be followed, and writing a business letter is no exception. Anything that's communicated by email will be communicated in a different manner than a hard copy. It's important to understand when sending a business letter how that letter will be received and the proper method for sending it.

1. Use a neutral e-mail address. Your e-mail address should be a variation of your real name, not a username or nickname. Use periods, hyphens, or underscores to secure an e-mail address that's just your name, without extra numbers or letters, if you can.

2. Use a short and accurate subject header. Avoid saying too much in the subject header, but make sure it reflects the content of your email to a person unfamiliar with you.

FOLLOW UP: FYI: QUESTION: UPDATE:

You can also use: PLEASE RESPOND: RESPONSE REQUIRED: COMMENTS PLEASE: Re: (reply or response)

All are then followed by the content of the subject having only the first letter capitalized.

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3. Use a proper salutation. Addressing the recipient by name is preferred. Use the person's title (Mr. Mrs. Ms. or Dr.) with their last name, followed by a comma or a colon. Optionally, you can precede the salutation with "Dear..." (but "Hello..." is acceptable as well).

4. Introduce yourself in the first paragraph (if necessary). Also include why you're writing, and how you found that person's e-mail address, or the opportunity you're writing about. My name is Earl Rivers. I'm contacting you to apply for the administrative assistant position listed on CareerXYZ.com. My name is Arlene Rivers. I am writing about the traffic citation I received on December 31, 2009. I obtained your e-mail address for the Westchester County Clerk website. 5. Write the actual message. Be sure to get your point across without rambling; if it's fluffed up, the reader may glance over the important details. The email should be no more than 5 paragraphs long and each paragraph should be no more than 5 sentences long. Insert a line break between each paragraph; indenting isn't necessary and will likely be lost during the email transfer anyway. 6. Attachments. Always write Please see attachment after the message. And never send large file attachments, otherwise, ask permission from the recipient. Confirm that they have the same format as what you are using for the attachment. 7. Use the correct form of leave-taking. This will depend on your level of intimacy with the recipient. Yours sincerely, Yours cordially, Respectfully, Best,

8. Sign with your full name. If you have a job title, include that in the line after your name, and write the company name or website in the line after that.

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9. Proofread your message for content. Make sure you havent omitted any important details (or repeated yourself).

10. Proofread your message for spelling and grammar. If your email provider doesnt already provide spelling and grammar options for you, copy and paste your email into a word processor, revise it if necessary, and copy and paste it back into your email. 11. Write the recipients email address only after all the above steps are done. BCc: Use this field when e-mailing a group of contacts who do not personally know each other. Cc: Use this field when there are a handful of associates involved in a discussion that requires all be on the same page.

12. Replies. When responding, follow the same format used in the email. Do not hit reply to the message which does not have connection to the message you are to write.

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Appendix A: Letter Samples

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Job Inquiry Letter Fig. 1A

From: Norman F. Black, 23 Downtown Ave., Los Angeles, California, (457) 452-8569. Date: April, 23, 2009. Ben G. Feddler, Human Resouce Department Manager, House of Lamps Ltd., 54 Spring Ave., Los Angeles, California, (457) 528-8569. Subject: Job Inquiry Dear Mr. Feddler, I am writing this letter to inquire if you are in need of sales staff in your boutique. I was told by a friend of mine that you advertised this position last month in the local newspaper thus I am trying to see if it is still on. I am a fresh graduate of Bachelor of Science in Marketing and have maintained an outstanding academic performance. My qualifications will surely fit a sales job and rest assured that you will have my commitment to quality work. I am very hopeful for a positive response on this matter. I would be very thankful if you can include the process of application that I need to do if should your response be a positive one. If you need to contact me for an interview, please do not hesitate to call me at my telephone number (123) 456 7890. Thank you and am looking forward to working with your esteemed company.

Sincerely Yours,

Norman F. Black

ENC: Resume

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Resume Cover Letter Fig. 1B123 First Avenue, No. 5 Normal, KY, 35924 May 15, 2010 Freda Smithers Director, Customer Services Hi-Tek Industries 439 Business Park Rd. Silicon City, KY, 35978

Dear Freda Smithers: Please regard this as an application for the position of Customer Services Supervisor that was advertised in last Saturdays Gazette. Based on the requirements stated in the ad, I believe that I possess a unique mix of experience and skills that can definitely help your company in the critical customer service area. Experience, skills, and abilities that I can offer your company include:

Eight years of experience in the customer service field, five as a supervisor; Above average communication and issues resolution abilities; Ability to effectively supervise staff and manage an independent budget; Ability to communicate with staff, and motivate them, to increase productivity; Excellent grasp of the one to one customer relationship management principles; Experience working effectively in a dynamic, multi-tasking environment.

The enclosed resume provides more details on the above, as well as on other experience, skills, and abilities that I possess. When I read your advertisement I was immediately excited by the vision and mission of Hi-Tek Industries, and I knew right away that yours is the kind of company to which I would very much like to contribute. I will call your office early next week to see when we can meet to discuss my qualifications and how I can help your company improves its customer service levels. Sincerely,

Francis Wyatt Encl.

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Application Letter Fig. 1C1450 Vanguard Rd. Apt. 2550 Bulverde TX 78163 November 20, 2002 Mr. Frank Hopkins Director, Sales and Marketing Mountain Electronics Inc. Denver, CO 80222 Dear Frank Hopkins: Please regard this as an application for the position of District Sales Manager that was recently advertised on JobWorld.com. Based on the requirements stated in the ad, I believe that I possess a unique mix of experience, knowledge, and skills that can definitely help your company in the critical customer service area. Experience, skills, and abilities that I can offer your company include:

20 years of experience in the sales and marketing field, 6 of those in sales management; Selling services to commercial, institutional, and consumer markets; A record of consistently meeting or exceeding sales quotas; Extensive team management and team building experience; Excellent grasp of "one to one" customer relationship management concepts and techniques; Ability to work effectively in a dynamic, multi-tasking environment.

I am confident that my ability to develop and maintain strong relationships with customers will benefit Mountain Electronics Inc. as it has my previous employers. I believe that my excellent record of success in closing sales, winning back customers from competitors, and increasing market share, clearly demonstrates my proven ability to meet and resolve customer challenges and add to a company's bottom-line. After you have reviewed my resume, I would welcome an opportunity to discuss your company's goals and talk to you about the value that I can bring to MEI. Let's talk soon! If I haven't heard from you by early December I will contact your office to see if we can set up an appointment at your convenience.

Sincerely,

Alan Gustafson Encl. Resume

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Character Reference Letter Fig. 1DOctober 26, 2010 To Whom It May Concern: Re: Character Reference - Jeremy Swanson The purpose of this is to provide a character reference for Mr. Jeremy Swanson whom I have known as a classmate, roommate, and friend for a period of five years. I first met Jeremy in our freshman year at Adirondack College. We were both studying a general arts program there and became acquainted through a number of common classes that we shared. By second year, we had become friends and decided to take an off-campus apartment together. We shared that living arrangement until we both graduated last year. Accordingly, having gotten to know Jeremy so well over the past few years, I believe puts me in a position to provide you with a pretty accurate assessment of his character. As a student, Jeremy was a hard-working and highly committed to his education. I believe that his excellent transcripts will attest to that fact. In addition, he was quite involved in a number of extra-curricular activities including the track and field team and the school newspaper. In fact, in his last two years he was Assistant Editor of the "Campus Inquirer." Outgoing, and always willing to help someone out, Jeremy was very popular with his fellow students. As a roommate, Jeremy was a great choice. He was very neat and tidy at all times and he liked things in the apartment to be kept orderly. He made a point of cleaning his own room and the common living areas on a regular basis. He socialized occasionally at home but was always respectful of my needs, and he and his guests kept the noise down and ended their activities at a reasonable hour. As a friend, Jeremy Swanson is a standout. He is a loyal, honest, considerate, and supportive individual who has the ability to see and understand things from another person's perspective. He is a great direct communicator and knows how to raise and discuss common living issues and problems in a non-threatening manner. He is hyper-sensitive and is always tuned into how another person might "feel" in a given situation. He likes to have fun too. During our years at school we maintained an ongoing friendly rivalry on the squash courts. To tell the truth, I really can't think of anything of consequence on the negative side of the personality ledger when it comes to Jeremy. All in all, I would have to say that Jeremy Swanson is a fine, well-balanced person with an abundance of positive qualities. Sincerely,

Charles Farmington

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Complaint Letter Fig. 1E4739 French St. Tampa FL 33660 July 18, 2011 Mr. Kevin McManus National Manager, Customer Service NewYork Goods Inc. Heritage Building, Suite 200 795 Foundation Dr. New York, NY 10014 Dear Mr. McManus, I was appalled by a recent encounter with one of your employees - someone whom I hope is not representative of your company as a whole. When you hear what transpired, I am sure you will agree. When I visited your AngelsTown location to return a widget I had purchased, I brought along the receipt and the widget, in its original packaging. My intent was to return it for cash, in accordance with your store's policy. I approached the counter with the widget in a bag and presented my receipt to an employee whose name tag read "Jacob." Jacob grunted and abruptly grabbed the receipt out of my hand and left the counter area with no explanation. I soon observed that he had begun to help another customer in the store aisles. When Jacob returned to the counter, at least five minutes later, he asked if he could help me. I reminded him that I had a return, and that I had already given him my receipt. Imagine my shock when he not only insisted I never gave him a receipt, he loudly accused me of trying to "rip off" the store by returning a widget purchased from a competitor. He actually called me a liar in front of at least two other customers. I was mortified, and I am embarrassed to say that I was so dumbfounded by Jacob's rude behavior that I then left the store. I find it hard to believe that you would knowingly employ such a forgetful, abrasive, and unprofessional clerk. I have no idea what has happened to my receipt, but I expect to complete my return for cash. I also would like an apology for how I was treated. Please let me know when I should come back to the store so things can be set right. I look forward to hearing from you within the next week. Sincerely,

Mrs. Joan Travis

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Resignati