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  1. 1. Business Letters
  2. 2. Business Letters <ul><li>Formats </li></ul><ul><ul><li>Full Block </li></ul></ul>
  3. 3. Full Block -------- Business
  4. 4. Full Block -------- Personal
  5. 5. Business Letters <ul><li>Format </li></ul><ul><ul><li>Full Block </li></ul></ul><ul><ul><li>Modified Block </li></ul></ul>
  6. 6. Modified Block -------- Business
  7. 7. Modified Block -------- Personal
  8. 8. Business Letters <ul><li>Formats </li></ul><ul><ul><li>Full Block </li></ul></ul><ul><ul><li>Modified Block </li></ul></ul><ul><ul><li>Simplified </li></ul></ul>
  9. 9. Simplified
  10. 10. Additional Letter Sections <ul><li>Second-page heading </li></ul><ul><ul><li>Mr. Howard Jones </li></ul></ul><ul><ul><li>September 21, 2005 </li></ul></ul><ul><ul><li>Page 2 </li></ul></ul><ul><li>Enclosure Notation – flush left </li></ul><ul><li>Optional Notations – text pages 82-83 </li></ul><ul><ul><li>Attention or Subject Line, Copy Acknowledgement, Reference Initials </li></ul></ul>
  11. 11. Business Letters <ul><li>As you begin, ask yourself </li></ul><ul><ul><li>1. What is my purpose? </li></ul></ul><ul><ul><li>Who am I writing to? </li></ul></ul><ul><ul><ul><li>Other professionals, coworkers, professors, classmates, etc. </li></ul></ul></ul>
  12. 12. Audience Analysis <ul><li>As a professional in a field, develop a sense of what other professionals expect. </li></ul><ul><li>What do they already know? </li></ul><ul><li>What do I need to tell them? </li></ul>
  13. 13. Business Letters <ul><li>Two Organizational Patterns </li></ul><ul><ul><li>1. Deductive </li></ul></ul><ul><ul><ul><li>Good news/neutral </li></ul></ul></ul><ul><ul><li>2. Inductive </li></ul></ul><ul><ul><ul><li>Bad news/persuasive </li></ul></ul></ul>
  14. 14. Good News /Neutral Deductive <ul><li>Opening </li></ul><ul><li>Congratulations! Your loan for $125,000 has been approved. This money should provide the necessary capital to open your hardware store. </li></ul><ul><li>Stress Benefits </li></ul>
  15. 15. Good News /Neutral Deductive <ul><li>Closing </li></ul><ul><li>Poor </li></ul><ul><li>Don’t forget to come to Valley and sign the loan papers. We cannot release the money until the paperwork is completed and signed. Thanks for doing business with us. If there is anything else I can do, please call. </li></ul>
  16. 16. Good News /Neutral Deductive <ul><li>Closing </li></ul><ul><li>Good </li></ul><ul><li>You may stop in at your convenience and </li></ul><ul><li>complete the necessary paperwork for your </li></ul><ul><li>loan. Your business is certainly </li></ul><ul><li>appreciated, Mr. Herrera; our staff is </li></ul><ul><li>available to help meet your financial needs. </li></ul>
  17. 17. Neutral – Inquiry Deductive <ul><li>Come right to the point – what do you want? A goodwill statement might save the letter from sounding demanding. </li></ul><ul><li>Use an itemized list to help clarify the information you need. Keep items parallel. </li></ul><ul><li>3. As you close, give a response date and a reason. </li></ul>
  18. 18. Persuasive - Inductive <ul><li>Attention – Have you ever played golf on a hot, humid day and realized that the only place to get a drink was still six holes ahead? </li></ul><ul><li>Interest </li></ul><ul><li>Desire </li></ul><ul><li>Action - Just complete and mail the postage-paid order card indicating how many bottles you would like at $4 each. Your order will be shipped to you the day we receive it. </li></ul>
  19. 19. Refusal Letter-Inductive <ul><li>Main goal - maintain a positive relationship with the reader even though you’re refusing the request. </li></ul>
  20. 20. Refusal Letter-1 st paragraph <ul><li>Begin with a buffer that is a couple of sentences long. The buffer should introduce the subject and say neither yes nor no. </li></ul><ul><li>Thank you for requesting a charge account at Talton’s. </li></ul><ul><li>Your request for a charge account at Talton’s tells us </li></ul><ul><li>something important: You enjoy the rewards of owning a </li></ul><ul><li>smart, up-to-the-minute wardrobe. </li></ul>
  21. 21. Refusal Letter-middle paragraph(s) <ul><li>Provide a factual explanation for the refusal. </li></ul><ul><ul><li>State refusal in positive terms. Tell what you can do, not what you can’t. Bury the refusal but state it clearly. Avoid negative words, such as regretfully and unfortunately . </li></ul></ul><ul><ul><li>Offer an alternative proposal. Focus on what you CAN do for the reader. </li></ul></ul>
  22. 22. Refusal Letter-closing paragraph <ul><li>Offer a goodwill statement. </li></ul><ul><ul><li>Don’t repeat the refusal; close in a friendly, positive manner. </li></ul></ul><ul><ul><li>Include “Resale,” which stresses the alternative proposal again. </li></ul></ul>
  23. 23. Good News Letter <ul><li>Congratulations! Kevin has been accepted in </li></ul><ul><li>our current student enrollment. The policy you </li></ul><ul><li>applied for is enclosed and is now in force. I </li></ul><ul><li>would like to commend you for the concern you </li></ul><ul><li>have shown for Kevin’s future. </li></ul><ul><li>(last paragraph) We welcome this opportunity to </li></ul><ul><li>serve you. If you have any questions, simply call toll- </li></ul><ul><li>free to 1-800-222-2062. We will be happy to help </li></ul><ul><li>you in any way we can. </li></ul>
  24. 24. Bad News Letter <ul><li>Dear Applicant: </li></ul><ul><li>Thank you for submitting an application to National </li></ul><ul><li>Benefit Life Insurance Company for your child Scott. </li></ul><ul><li>Based on responses to the medical questions in the </li></ul><ul><li>application, we must decline this policy. However, </li></ul><ul><li>this does not mean that your child would not be </li></ul><ul><li>eligible for other insurance which is evaluated with </li></ul><ul><li>complete medical underwriting. </li></ul>
  25. 25. Bad News Letter <ul><li>Enclosed is your refund check to cover your initial </li></ul><ul><li>deposit. We thank you for your inquiry. </li></ul>
  26. 26. Bad News Letter <ul><li>Dear Lane Anderson: </li></ul><ul><li>Thank you for applying to our company for your </li></ul><ul><li>insurance needs. </li></ul><ul><li>We would like to insure everyone under a life policy, </li></ul><ul><li>but we are not always able to do so. Our decision to </li></ul><ul><li>not provide you with the coverage requested was based </li></ul><ul><li>entirely on the “yes” answer(s) you provided on the </li></ul><ul><li>application regarding your health history. </li></ul>
  27. 27. Bad News Letter <ul><li>Attached to this letter is your initial premium and </li></ul><ul><li>application. </li></ul>
  28. 28. Bad News Letter <ul><li>Buffer </li></ul><ul><li>Reason before Refusal </li></ul><ul><li>Refusal in positive terms </li></ul><ul><li>Courteous ending – off subject of bad news </li></ul>
  29. 29. Bad News Letter – New Subject <ul><li>Dear Mr. Anderson: </li></ul><ul><li>After carefully reviewing your file, we feel that with </li></ul><ul><li>some additional academic preparation, you will be </li></ul><ul><li>ready to enroll for Fall Semester. </li></ul><ul><li>The College Skills Seminar (CSS) has been developed </li></ul><ul><li>for students like you who need further preparation </li></ul><ul><li>before attempting college level work. </li></ul>
  30. 30. Bad News Letter – New Subject <ul><li>A CSS brochure has been mailed to you. Admission to </li></ul><ul><li>CSS is limited, and those who respond to this offer will </li></ul><ul><li>be admitted on a first-come, first-served basis. If you </li></ul><ul><li>are interested in this offer, please call the CSS Office at </li></ul><ul><li>(208) 356-1158. </li></ul><ul><li>If you have any questions, please feel free to contact us </li></ul><ul><li>by e-mail or by telephone at (208) 356-1036. </li></ul>
  31. 31. <ul><li>Presentation developed by Scott Anderson </li></ul><ul><li>Examples adapted from Business and Management Communication by Sorenson, DeBord, and Ramirez; Excellence in Business Communication by Thill and Bovee ; Business Communication by Harcourt, Krizan, and Merrier. </li></ul>
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