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Routine Letters and Goodwill Messages

Routine Letters and Goodwill Messages. Chapter 9. Business Letters. Why are they important ?. Permanent record Formality Organized, well-considered presentation. Characteristics of Good Letters. Clear content Goodwill tone Correct form. Characteristics of Good Letters Clear Content.

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Routine Letters and Goodwill Messages

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  1. Routine Letters and Goodwill Messages Chapter 9

  2. Business Letters • Why are they important ? • Permanent record • Formality • Organized, well-considered presentation

  3. Characteristics of Good Letters • Clear content • Goodwill tone • Correct form

  4. Characteristics of Good LettersClear Content SAFT Short sentences and paragraphs Active-voice verbs Familiar words Transitional expressions

  5. Characteristics of Good LettersGoodwill Tone YOUR "You" view Reader benefits

  6. Characteristics of Good LettersCorrect Form OR The modified block style & the block style Ragged-right margins

  7. Structure of Routine Letters 3 parts • Opening: present the main idea/purpose • Body: explains the purpose • Closing: specifies the action

  8. Structure of Routine LettersOpening Direct

  9. Structure of Routine Lettersbody GPS • Graghic devices • Present details • Separate paragraghs

  10. Structure of Routine LettersClosing CAR • Courteous voice • Action information • Reasons

  11. Phase 1 • 3-x-3 writing process • Analysis • Anticipation • Adaptation

  12. Phase 2 • 3-x-3 writing process • Research • Organization • Composition

  13. Phase 3 • 3-x-3 writing process • Revision • Proofreading • Evaluation

  14. Direct Requests • For information or action • Clarify request • Show appreciation • Avoid letters whenever possible • Consider costs and workload • Evaluate alternatives

  15. Order Letters • Specify items or services • Quantities • Dates • Prices • Payment method

  16. Direct Claims • Customer letters • A claim is written by a customer • Customer writes to correct a wrong • Open with clear statement • Explain and justify • Conclude with an action request

  17. Direct Replies • Addressed to customers • Letter responding to requests • Announce the goods new promptly • Arrange information logically • Emphasize the positive in mixed messages

  18. Letters of Recommendation • Honest objective evaluation • Helps match candidates to jobs

  19. Adjustment Letters • Favorable response to a claim • Right wrongs, regain customer confidence, promote business • Open with good news • Explain the reasons • Apologize only if natural/appropriate • Use sensitive language • Close positively

  20. Goodwill Messages • General guidelines • Selfless • Specific • Sincere • Spontaneous • Short

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