Introduction

1. Introduction Part 1

2. To give a brief introduction to functions & essential qualities of business writing • To enable Ss to become aware of functions & essential qualities of business writing • To do exercises by using functions & essential qualities of business writing Functions & Essential Qualities of Business Writing Objectives:

3. Effective Business Writing Criteria

4. Use polite words Be equal Use trustful words Avoid indignation Never behave like a boss Positive Informal or rude Be superior Use implicit words Accuse readers Use demanding tones Negative Courtesy vs. Discourtesy

5. This letter is to inform you of an important change in our policy concerning insurance We’ve received your letter claiming that ten tea-sets were damaged during shipment. Since you are our regular customer, we are writing to let you know about our important policy change in insurance. We’ve noticed in your letter that a damage to 10 tea-sets in shipment was found. Compare the following:

6. You obviously made a mistake by sending me the wrong goods. We are pleased to grant you permission What you make is the most suitable one to our requirement. Thank you for your prompt delivery. However, the goods reached us were not the ones we ordered. We are pleased to offer you a favor … We find both the price and quality of your products satisfactory. Compare the following:

7. Confident: We are sureyou will be satisfied Direct: Please submit your application Cooperate :We agree with on part but Encouraging:A large size of order will help reduce the cost of production. Disappointed: We hope you won’t be dissatisfied Indirect: Please do not be late in submitting Decisive: We can not comply with Critical: Because of the size of your order is too small, our profitability is low. Positives vs Negatives

8. A large sale of our products will make our company more profitable. We are in need of fund and you must pay … We can not offer you any refund… Obviously you forget telling us the color… A good sale of the products will benefit you To maintain your excellent credit, please remit… You could obtain a refund if … Please indicate your choice of color… We/I attitudeYou attitude

9. Correctness • Correct grammar, punctuation and spelling are basic requirements for business writing, In addition, correctness means choosing the correct level of language, and using accurate information and data.

10. Improve Aware Read Pay Send it back Try We/the company Finally Then Receive This month Ameliorate Cognizant Peruse Remunerate Return same to office Endeavor The subject company In the final analysis In that time frame In receipt of instant Conventional vs Business Jargon

11. Interrogate Subsequent to With regard to Institute Be kind enough Under date of Soon A large volume Contact you Ask After About Start Please On May 15 An order up to $354 Call/write/fax/visit Complicated/general vs Simple/concrete

12. The following paragraph contains too many words for the message: The first main prevention method that can help our company eliminate employee theft is to perform pre-employment screening of all applicants for positions with our company. This can be a major aid to our company. Which screening technique used in the hiring process is a very important decision because it will either decrease the amount of theft or even Increase it if we are not careful in hiring. We need to hire applicants for positions who have the proper work skills required for the positions and for being successful in the jobs, and applicants who have job-related values in areas such as integrity, service, and safety to ensure that there is less chance that they will engage in employee theft. To ensure this, we need to use pre-employment screening techniques that identify job candidates who possess the qualities of integrity, service, and safety, as demonstrated in their past job performance.

13. The same message is conveyed in this single, short sentence: • The first method of eliminating employee theft in our company is to screen applicants so we hire candidates who have the required work skills, as well as integrity, service orientation, and concern for safety.

14. Clarity • Clarity tells the reader exactly what he or she wants and needs to know, using words and a format that make your writings totally understood with just one reading. Short, familiar words and simple, short sentences rather than long, difficult words and complex, long sentences are better for this purpose.

15. They have a decided advantage in regard to freight. They informed Messrs. Smith and Richardson that they would receive an answer in a few days. They have a decided advantage in regard to freight charges Messrs. Smith and Richardson have been informed that they would receive an answer in a few days. Compare the followings:

16. Concreteness • Your writing should be vivid, specific and definite rather than vague, general and abstract, especially when you are requiring a response, solving problems, making an offer or acceptance, etc.

17. Examples • Our apples are excellent. • Our apples are juicy, crispy and tender. (Concrete) • Smithton Company is our big buyer. • Smithton Company did more than one million USD worth of business with us in 2004. (Concrete)

18. Completeness • All necessary information and data in the message should be included because they help get receivers’ responses and achieve desired objectives. An incomplete message may result in increased communication costs, loss of goodwill, sales, and valued customers, cost of returning goods, and wasted time trying to make sense out of the incomplete message.

19. Think about it! • Suppose you are writing a letter to your supplier telling him that his goods were not delivered on time. What kind of information should you include in your letter?

20. Necessary information • Reminding him of his promise of timely delivery. • What losses has this caused you • Asking for compensation if there is any agreement on that. • Expecting no such thing will happen again.

21. It is imperative that you reply at once Our products are not defective Write to us and tell us how much you enjoy the goods It would increase our cost if you refuse to modify the plan The goods which were ordered by you last month are going to be shipped sometime next week. They will have many fine features which you are sure to enjoy. If you find anything unsatisfactory, do not hesitate to inform us. Revise the following

22. To give a brief introduction to structural parts and styles of business letters • To enable Ss to become aware of structural parts and styles of business letters • To do exercises to familiarize the structural parts and styles of business letters Structural Parts and Styles of Business Letters Objectives:

23. 1. Structural Parts of Business Letters A business letter has eight structural parts: (a) the heading (letter-head ), (b) the date, (c) the inside address, (d) the salutation, (e) the body of the letter, (f) the complimentary close, (g) the signature (handwritten and then typed), and (h) any added notations.

24. 1.1. Heading (信头) Sample: Golden Trading Company Ltd. 34 Northern Avenue, New York, U.S.A. Tel: 1234567 Telex: 2345667GBC Fax: 4455666

25. 1.2. Date There are different ways of writing the date. The following two are recommended. September 15, 1994 15 September 1994 (Note the Omission of the comma)

26. 1.2. Date Sample: SKYVIEW ENTERPRISES 7111 Terrazo Place Sarasota, Fl 33031 (813)598 – 1026 January 20, 1995

27. 1.3. The Inside Address (封内地址) Examples of the inside address: (1) To an individual in a company Mr. George F. Moore Advertising Manager Price & Patterson 234 Seventh Avenue New York 5, New York U.S.A.

28. 1.3. The Inside Address (封内地址) Examples of the inside address: (2) To an anonymous official in the company Sales Manager Office Systems Pty Ltd 124 Oak Street Chatswood NSW 2067 Australia

29. 1.3. The Inside Address (封内地址) Examples of the inside address: (3) To a company Messrs, Kato & Co., Ltd 2 Nichome, Ginza Nishi Chuo--ku, Tokyo

30. 1.4. The Salutation Here are some ways to write the salutation. Dear Sirs/Gentlemen —— to a company Dear Sir —— to a man if you do not know his name Dear Madam —— to a woman if you do not know her Dear Mr Smith —— to a man Dear Mrs Smith —— to a married woman Dear Miss Smith —— to an unmarried woman Dear Ms Smith —— to a married or unmarried woman Dear John —— to a friend or someone you know well

31. 1.5. The Body The body of the letter is the message that the writer has to convey to the recipient.

32. 1.6. The Closing Notice the following chart, which gives the appropriate complimentary close to use with various salutations.

33. 1.7. Signature • The signature is the signed name or mark of the person who writes the letter or the firm which he or she represents. It is written in ink immediately below the complimentary close. • To sign with a rubber stamp is a form of discourtesy.

34. 1.8. Notations (记号, 注释) 1.8.1. Reference Numbers (文号) Sample: INTERCITY BANK Plc 58 Jalan Thamrin · Jakarta · Indonesia Telephone 375018 Telex 6756 Mr. S Basuki Your ref: Jakarta Furnishings Our ref: PL/fh/246 7 Jalan Arjuna Jakarta 12 January 1987 Dear Mr Basuki Office furniture We are expanding our offices in Jakarta and we will need extra desks, lights, chairs and filing cabinets. Please send us your catalogue with your prices, sizes and colors for these items. Yours sincerely (Signature) PP. Mr Peter Long Manager

35. 1.8.2. The Attention Line1.8.3. The Subject Line1.8.4. Identification Initials1.8.5. Enclosure1.8.6. Carbon Copy1.8.7. “Per Pro” Signature1.8.8. Postscript (附言) Sample: P. S. ··· to see you at the Annual Sales Meeting at the Hillside Plaza on January 10. P. S. I understand the special entertainment is great.

36. 2. Formats or Styles of Business Letters 2.1. Full Block Style (完全平头式) 2.2. Block Style (平头式) 2.3. Modified Block Style (改良平头式) 2.4. Semi-indented Style or Semi-block Style with Indented Paragraphs (混合式)

37. Exercise 1. Please Correct the many mistakes in the following letter and separate the message into two paragraphs.

38. Exercise ELECTRICAL APPLIANCES CO. P. O. Box 3259 XXXX, XXX 22th January 199... The Manager Messrs. Clarke &. Smith Co. Ltd. 68 High Street London EC 4 England Dear Sir We thank your letter of 17th January, asking us details and prices of our electric heaters. We are pleasure in enclosing our latest price list and catalogue, together with Model X - 4's details. Please do not reluctant to write when you require further information, which shall always have our best attention. Yours faithfully, Electrical Appliances Co. Ltd. Manager Answer