Transcript Essentials of Business Communication

Chapter 6
Routine Letters
and
Goodwill Messages
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-1
Writing Plan for Information or
Action Request

Opening:

Body:

Closing:
Ask the most important
question first or express a
polite command.
Explain the request logically
and courteously. Itemize
information, whenever possible.
Request a specific action with an
end date, if appropriate, and
show appreciation.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-2
Improving Openers for Routine
Request Letters
Weak:
I’ve been given the task of locating a convention
site for my company’s meeting. I’ve checked a
number of places, and your hotel looks possible.
Improved:
Will you please answer the following questions
regarding possible accommodations at the
Fairmont for a conference in May.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-3
Improving Openers for Routine
Request Letters
Weak:
While reading MacLean's magazine, I noticed an
offer of a free video describing your
organization.
Improved:
Please send me your free video describing your
organization.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-4
Improving Openers for Routine
Request Letters
Weak:
I am conducting a training class for students of
photography at our Winnipeg training center, and
I saw a picture that we would like to use in our
program.
Improved:
What is the procedure for ordering a copy of a
photograph to be used for training purposes?
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-5
Improving Closings for Routine
Request Letters
Weak:
Thanks for any information you provide.
Improved:
We would appreciate receiving answers to these
questions before April 4 so that we will have
plenty of time to plan our conference.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-6
Improving Closings for Routine
Request Letters
Weak:
Hoping to hear from you at your earliest
convenience.
Improved:
Please send the video by August 15.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-7
Improving Closings for Routine
Request Letters
Weak:
Thank you for your cooperation.
Improved:
Your answer to my inquiry will help me make my
printer choice. Thanks!
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-8
Parts of a Business Letter
Letterhead
Peerless Graphics
893 Dillingham Boulevard
Stony Plain, AB T6K 5L9
line 12 or 2 lines below letterhead
Dateline
September 13, 200x
2 to 10 lines
Inside
Address
Mr. T. M. Wilson
Visual Concepts Enterprises
1256 Lumsden Avenue
Nordegg, AB T0M 3T0
Salutation
Dear Mr. Wilson:
1 blank line
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-9
Parts of a Business Letter
(continued)
1 blank line
Subject Line
SUBJECT: BLOCK LETTER STYLE
1 blank line
Body
This letter illustrates block letter style, about
which you asked. All typed lines begin at the left
margin. The date is usually placed two inches
from the top edge of the paper or two lines below
the last line of the letterhead, whichever position
is lower.
In modified block style, the dateline and closing
lines are started at the center instead of at the
left margin.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-10
Parts of a Business Letter
(continued)
If a subject line is included, it appears two lines
below the salutation. The word SUBJECT is
optional. Most readers will recognize a statement
in this position as the subject without an
identifying label. The complimentary close
appears two lines below the end of the last
paragraph.
1 blank line
Complimentary Sincerely,
Close
3 blank lines
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-11
Parts of a Business Letter
(continued)
Signature
Block
Mark H. Wong
Graphics Designer
1 blank line
Reference
Initials
MHW:pil
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-12
Writing Plan for Simple Claim



Describe clearly the desired
action.
Body:
Explain the nature of the claim. Tell
why the claim is justified. Provide
details regarding action requested.
Closing: End pleasantly with a goodwill
statement. Include end dating if
appropriate.
Opening:
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-13
Writing Plan for an Order
Request
Opening:
Authorize purchase of items. Suggest
method of shipping.
Body:
List items vertically. Provide quantity,
order number, description, and unit
price. Show total price of order.
Closing:
Request shipment by specific date. Tell
method of payment. Express
appreciation.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-14
Writing Plan for an
Information Response
Subject Line:
Identify previous correspondence.
Opening:
Deliver most important information
first.
Body:
Arrange information logically. Explain
and clarify the information. Build
goodwill.
Closing:
End pleasantly.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-15
Writing Plan for Customer
Order Responses
Opening:
Tell when and how the shipment will be
sent.
Body:
Provide details about the shipment.
Discuss irregularities with order. Include
resale information. Promote other
products, if appropriate.
Closing:
Build goodwill. Use friendly, personalized
closing.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-16
Writing Plan for Customer
Claim Response
Subject Line (optional):
Identify previous correspondence.
Opening:
Grant request or announce adjustment immediately.
Body:
Provide details about how you are complying with the
request. Try to regain the reader's confidence. Include
resale or sales promotion if appropriate.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-17
Writing Plan for Customer
Claim Response
Closing:
End positively with forward-looking thought.
Express confidence in future business dealings.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-18
Writing Plan for Letter of
Recommendation
Opening:
• Identify the applicant, the position, and the
reason for writing.
• State message is confidential.
• Establish your relationship with applicant,
including length of employment.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-19
Writing Plan for Letter of
Recommendation
Body:
• Describe job duties.
• Give specific examples of
professionalism, personal skills,
attributes.
• Compare applicant with others in field.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-20
Writing Plan for Letter of
Recommendation
Closing:
• Summarize significant attributes of
applicant.
• Offer an overall rating.
• Draw a conclusion regarding
recommendation.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-21
End
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 6-22