Transcript Chapter 2 Organise

Chapter 2 Organise
NEU
School of Business & Administration
2/Chapter 2
NEU
School of Business & Administration
3/Chapter 2
• Objectives
be able to organise your writing.
NEU
School of Business & Administration
4/Chapter 2
Q1: Why do you organise
1) Easy to read and understand. (to receiver)
2) More likely to get the results you want. (to
sender)
So, organising is as important as planning.
NEU
School of Business & Administration
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• Q2: How do you organise what you have
planned?
preparing a clear outline
arranging the contents to fit the outline.
NEU
School of Business & Administration
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• Main types of Correspondence
internal correspondence (the messages you
write to colleagues)
e-mail, fax & memo
external correspondence (the messages you
write to customers).
e-mail, fax & letter
NEU
School of Business & Administration
7/Chapter 2
• The way you organise the content of most
messages is similar.
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School of Business & Administration
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• Try to discover the basic outline in most of your
correspondence.
1)Read through the memo below
2)Identify what type of content each of the four
paragraphs contains
NEU
School of Business & Administration
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MEMO
To: All Staff
From: General Manager
Date: 20 July 200X
Subject: Dress Code
①As you know, we have always enforced a strict dress code.
We have now revised this code.
②I would like to inform you of the changes.
③The code for branch staff and office staff is different. As
I'm sure you will appreciate, there are no changes for
branch staff. All branch staff must wear the correct uniform
at all times. On the other hand, if you work in the office, you
may wear 'smart-casual' wear. However, on any day that
you do meet people from outside the company, please
ensure you are dressed in a business-like manner.
④Please adopt the new dress code from 1 September. If
you have any questions, please call Annie Wong on 2344
7765.
NEU School of Business & Administration
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① As you know, we have always enforced a
strict dress code. We have now revised this
code.
background
② I would like to inform you of the changes.
writer’s purpose
NEU
School of Business & Administration
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③The code for branch staff and office staff is
different. As I'm sure you will appreciate, there
are no changes for branch staff. All branch staff
must wear the correct uniform at all times. On the
other hand, if you work in the office, you may
wear 'smart-casual' wear. However, on any day
that you do meet people from outside the
company, please ensure you are dressed in a
business-like manner.
reader’s information
NEU
School of Business & Administration
12/Chapter 2
④ Please adopt the new dress code from 1
September. If you have any questions, please
call Annie Wong on 2344 7765.
reader’s response
NEU
School of Business & Administration
13/Chapter 2
Memo
Letter
background
background
writer’s purpose
writer’s purpose
reader’s information
reader’s information
reader’s response
reader’s response
closing marks
NEU
School of Business & Administration
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• When writing to customers, you include a
salutation (Dear...)
and a complimentary close
(Yours sincerely / faithfully).
• When writing to customers, you add a polite
closing. You can also add this closing when
writing to colleagues.
NEU
School of Business & Administration
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• SOFAR Strategy
it'll help you remember how to organise
external correspondence.
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School of Business & Administration
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Dear Mr./Mrs./Ms./Miss...
Salutation
Background + Purpose
Opening
Reader's Information
Facts
Reader's Response
Action
Polite Closing
Remarks
You can also use this outline for memos and internal
e-mails. Just leave out the salutation.
NEU
School of Business & Administration
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• SALUTATION
Begins with 'Dear'.
Include the reader's name (e.g., Dear Mr. Chan,
Dear Ms. Lewis).
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School of Business & Administration
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If you know them well, you can use the
reader's first name (e.g., Dear John)
If you do not know the reader's name,
use "Dear Sir" or "Dear Madam".
If you do not know if the reader is a man
or a woman, use "Dear Sir or Madam".
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School of Business & Administration
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• OPENING
The Opening includes two parts (and usually
two paragraphs):
background (referring to previous contact
with the reader or introducing a situation)
writer's purpose
NEU
School of Business & Administration
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OPENING (BACKGROUND)
The background "sets the scene" by referring to
a previous contact.
■ If
you've had no previous contact with the reader,
you should briefly describe the situation.
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School of Business & Administration
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• EXAMPLES
1) Previous contact: Thank you for your call this
morning.
2) A situation: Our annual staff party is coming soon!
3) An attention-grabbing statement or question:
Have you heard about...? Our Department Open
Day is coming soon!
NEU
School of Business & Administration
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Column A
Column B
With reference to your
correspondence of 21
August...
Thank you for your letter of
21 August.
Thank you for your call
today about...
Further to our conversation
earlier today...
Regarding your request
for credit approval...
I have just received your
request for credit approval.
NEU
School of Business & Administration
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Sentences that begin with prepositions (e.g.,
with, in, further, for, following, regarding) are
difficult to write correctly. They are also quite
long and therefore more difficult for your reader
to understand.
So, keep your writing simple by writing
shorter, more direct sentences.
NEU
School of Business & Administration
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OPENING (WRITER'S PURPOSE)
announce
complain
confirm
explain
inform
NEU
School of Business & Administration
notify
propose
request
suggest
apologize
25/Chapter 2
MEMO
To: All Staff
From: General Manager
Date: 20 July 200X
Subject: Dress Code
As you know, we have always enforced a strict dress code.
We have now revised this code.
I would like to inform you of the changes.
The code for branch staff and office staff is different. As I'm
sure you will appreciate, there are no changes for branch
staff. All branch staff must wear the correct uniform at all
times. On the other hand, if you work in the office, you may
wear 'smart-casual' wear. However, on any day that you do
meet people from outside the company, please ensure you
are dressed in a business-like manner.
Please adopt the new dress code from 1 September. If you
have any questions, please call Annie Wong on 2344 7765.
NEU
School of Business & Administration
26/Chapter 2
• Which sentence states the manager's purpose?
I would like to inform you of the changes.
NEU
School of Business & Administration
27/Chapter 2
• Read the two situations below
• Write an appropriate opening for each of them
Situation 1: Reply to a customer who called
this morning asking for details about opening
a new account.
Suggested answer:
Thank you for calling this morning asking
about how to open a new account.
I am delighted to give you the details about
opening a Premier account.
NEU
School of Business & Administration
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Situation 2: Reply to a customer's letter
received yesterday. He want to know why
delivery of his order is late.
Suggested answer:
Thank you for your letter of 28 April about the
delivery of your order.
I apologise for the delay and would like to explain
what has happened.
NEU
School of Business & Administration
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• FACTS
In this part, provide all the information your
reader needs so that they can
1) understand your purpose
2) respond appropriately.
Remember: Only one main idea per
paragraph!
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School of Business & Administration
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• ACTION
In this section, tell your reader
how to respond?
when to respond?
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School of Business & Administration
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• For example, if you are writing to invite someone
to lunch, what do you want your reader to do?
Come to lunch, right? It may seem obvious to
you, but you need to make it obvious to your
reader, too. That will get the result you want.
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School of Business & Administration
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NEU
Writer's
Purpose:
I'd like to invite you to lunch
next Thursday.
Reader's
Response:
Please call by Tuesday and let
me know if you can come.
School of Business & Administration
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What you want your reader to do depends on why you are
writing.
Writer's purpose
Invite
Confirm
Inform
NEU
Reader's response
Please call by Wednesday and let me
know if you will be able to join us.
If we need to make any changes to the
schedule, please let me know before
Friday.
Please adopt the new dress code from
1 September.
Request
Please send your bid to us by 15 March.
Complain
Please deliver the delayed shipment
within three days.
School of Business & Administration
34/Chapter 2
• REMARKS
When writing to customers, end politely and
positively. Do this with just one sentence.
But be careful! Try to make your writing sound
natural - as if you were speaking to the reader
face-to-face.
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School of Business & Administration
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Have you ever written sentences like these? Would
you actually say them to someone in person?
1) If you have any queries, please do not hesitate
to contact me.
2) Assuring you of our best attention at all times.
3) Thanking you in anticipation.
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School of Business & Administration
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More natural ways to close a letter:
I look forward to hearing from you.
I look forward to receiving your order.
I hope this information is useful.
Please call me if you need any further information.
Please call me if you have any questions.
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School of Business & Administration
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Summary
• In this chapter, you learned how to organise the
contents.
• You learned that, when writing to colleagues or
customers, you can follow a similar outline.
• SOFAR can help you remember the basic
outline.
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School of Business & Administration
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Salutation
Dear Mr./Mrs./Ms./Miss...
Opening
Background + Purpose
Facts
Action
Remarks
Reader's Information
Reader's Response
Polite Closing
NEU
School of Business & Administration
39/Chapter 2
There are 10 sentences and 3 other parts of a letter
below. Please arrange them in the correct order .
1) Yours sincerely
2) May I suggest that you contact Mr. Ong directly.
3) I am sorry that I was not in the office when you rang.
4) We do have a branch in Singapore.
5) I hope this information is helpful.
6) Dear Mr. Rushford
7) The address is 54 Liu Fang Road, Jorong Town, Singapore.
8) Alex Ribero
9) I am pleased to provide the information you requested.
10) The manager is Mr. David Ong
11) He can provide you with the financial advice you are seeking.
12) Thank you for trying to contact me by phone yesterday.
13) His telephone number is 65 535 1234.
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School of Business & Administration
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Dear Mr. Rushford(6)
Thank you for trying to contact me by phone
yesterday.(12) I am sorry that I was not in the office
when you rang.(3)
I am pleased to provide the information you requested.(9)
We do have a branch in Singapore.(4) The address is 54
Liu Fang Road, Jorong Town, Singapore.(7) The
manager is Mr. David Ong(10) May I suggest that you
contact Mr. Ong directly？(2)
His telephone number is 65 535 1234.(13) He can
provide you with the financial advice you are seeking.(11)
I hope this information is helpful. (5)
Yours sincerely(1)
Alex Ribero(8)
NEU
School of Business & Administration
41/Chapter 2
See you!
NEU
School of Business & Administration
42/Chapter 2