Session 8
kailash jaiswal
Four broad Communication Goals
- Generate Attention
- Be understood
- Be believed
- Be remembered
kailash jaiswal
kailash jaiswal
Positive Letters and Messages
The Writing
Process
Typical Direct,
Positive Letters
Letter Structure
and Fo...
kailash jaiswal
Understanding the Power of
Business Letters
Business letters are powerful and
effective because they
• Pro...
kailash jaiswal
Applying the Writing
Process
Prewriting
Analyze
Anticipate
Adapt
 Identify your purpose.
 Visualize the ...
kailash jaiswal
Applying the Writing
Process
 Collect information
 Choose the most
effective pattern of
organization.
 ...
kailash jaiswal
 Revise for clarity and
conciseness.
 Proofread for
correctness.
 Decide whether this
message will achi...
kailash jaiswal
Analyzing the Structure of Positive
Letters
Opening
Body
Closing
Yagnesh Steel Manufacuturing
4340 Industr...
kailash jaiswal
Structure of Positive Letters:
Opening
Frontload in the opening.
 Begin with the main idea.
 Tell immedi...
kailash jaiswal
Structure of Positive Letters: Body
Explain in the body.
 Present details that explain
the request or res...
kailash jaiswal
Structure of Positive Letters: Closing
Be specific and courteous
in the closing.
 For requests, tell spec...
Characteristics of Good letters
Routine letters deliver straightforward facts,
they don’t have sound look dull . At least
...
1. Clear content
• A clearly letter separates ideas into paragraphs .
• Use short sentences and paragraphs and guide the
r...
2.A Tone goodwill
• Goodwill is a positive feeling that reader has towards
individual or an organization
• Emphasize the “...
3.Correct form
• Appropriate letter formats send silent but
positive messages.
• Letters appearance and format reflect the...
frontload with main idea tell immediatelyfrontload with main idea tell immediately
why you are writingwhy you are writing
...
1. Letters of appreciation
– To customers for their business
– To hosts and hostesses for their hospitality
– To colleague...
2. Letters of congratulation
– For engagements, marriages, anniversaries, births
– For promotions, appointments
– For awar...
Three Kinds of Goodwill Messages
3. Letters of sympathy
– To console a friend, relative, or loved one
kailash jaiswal
kailash jaiswal
The Five Ss of Goodwill Messages
Five SsFive Ss
of Goodwillof Goodwill
MessagesMessages
ShortShort
Spontan...
kailash jaiswal
The Five Ss of Goodwill Messages
In expressing thanks, recognition, or
sympathy:
BeBe
sselflesselfless
Dis...
kailash jaiswal
Cite specificsCite specifics
rather than generalities.rather than generalities.
BeBe
sspecificpecific
The ...
kailash jaiswal
Show your honest feelingsShow your honest feelings
with unpretentious language.with unpretentious language...
kailash jaiswal
Make the message soundMake the message sound
natural, fresh, and direct.natural, fresh, and direct.
Avoid ...
kailash jaiswal
Although goodwill messagesAlthough goodwill messages
may be as long as needed,may be as long as needed,
th...
kailash jaiswal
Letters of Recommendation
Letters of Recommendation
• Letter of recommendation may be written
to nominate people for award and for
membership in org...
Ethical Insights
SIX guide lines that are careful writer can
follow in writing recommendations
• Respond only to written r...
Writing Plan for a Letter
of Recommendation
• Opening: Identify the applicant, the position, and
the reason for writing. E...
Start Writing
1. Opening ;
• Begin with the name of the candidate
and the position sought
• The reason for the writing and...
Recommendation letter
2 , Body
• describe the applicant’s job
performance and potential.
• A Good recommendation describes...
3: Conclusion.
• Summaries the candidates best quality if you
are strongly supportive
• You also offer answer question by ...
Typical Greeting Card Thank-You Message
It's wonderful to visit
with someone as nice as you–
You make your guests feel so ...
Personalized Thank-You Letter
Dear Professor and Mrs. Shelton:
Thanks for inviting the other members of our business club ...
What’s the difference?
Goodwill Messages:
Cards or Personalized Letters?
It's wonderful to visit
with someone as nice as y...
Goodwill Messages:
Cards or Personalized Letters?
Personalized Thank-You Letter
We appreciate the opportunity you provided...
Cover three points in gift thank-yous.
– Identify the gift.
– Tell why you appreciate it.
– Explain how you will use it.
W...
Be sincere in sending thanks for a favor.
– Tell what the favor means to you.
– Avoid superlatives and gushiness.
– Mainta...
Writing Thank-Yous
Offer praise in expressing thanks for hospitality.
As appropriate, compliment the following:
• Fine foo...
Answering Congratulatory Messages
Respond to congratulations.
– Send a brief note expressing your appreciation.
– Tell how...
Refer to the loss or tragedy directly but sensitively.
– In the first sentence mention the loss and your
personal reaction...
Extending Sympathy
– Offer assistance. Suggest your availability,
especially if you can do something specific.
– End on a ...
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7
Goodwill mess...
Apply the good news strategy
Thank-You Messages
• Begin with the good news.
• Offer extra details.
• End with emphasis on ...
kailash jaiswal
Thank-You Message
Examples of Key Sentences
Offer extra details.
This year’s Walk in the Park raised $47,5...
kailash jaiswal
Apply the good news strategy
Congratulatory Messages
• Begin by offering congratulations for a specific
ac...
kailash jaiswal
Congratulatory Messages
Examples of Key Sentences
Provide extra details that clearly show your sincerity.
...
kailash jaiswal
Apply the good news strategy
Inquiries
• Begin with a specific question or direct
statement.
• Include ade...
kailash jaiswal
Inquiries
Examples of Key Sentences
Include adequate details and additional questions.
Where will the trai...
kailash jaiswal
Apply the good news strategy
Replies
• State the good news by answering questions
and emphasizing the you ...
kailash jaiswal
Replies
Examples of Key Sentences
Include any additional pertinent information.
Your computer training cla...
kailash jaiswal
Apply the good news strategy
Requests
• State the major request in the first sentence.
• Make the request ...
kailash jaiswal
Requests
Examples of Key Sentences
Make the request clear with additional details.
Include employees’ full...
kailash jaiswal
Apply the good news strategy
Responses
• Provide the answer to the request in a subject
line and/or the fi...
kailash jaiswal
Responses
Examples of Key Sentences
Include any additional pertinent information.
Please note that two of ...
kailash jaiswal
Apply the good news strategy
Orders
• Use direct language in the first sentence.
• Give complete details.
...
kailash jaiswal
Orders
Examples of Key Sentences
Give complete details.
Item No. Description Quantity Unit Price Total
SSP...
kailash jaiswal
Apply the good news strategy
Acknowledgments
• Indicate that the product was sent or that the
service was ...
kailash jaiswal
Acknowledgments
Examples of Key Sentences
Describe quality features of the product.
Thank you for ordering...
kailash jaiswal
Apply the good news strategy
Routine Claims
• Begin with a specific problem statement, and
request an adju...
kailash jaiswal
Routine Claims
Examples of Key Sentences
Give a complete and concise description of the claim.
For your co...
kailash jaiswal
Apply the good news strategy
Adjustments
• Grant the request in a subject line and/or in the
first sentenc...
kailash jaiswal
Adjustments
Examples of Key Sentences
Provide the necessary details about the adjustment.
You will not be ...
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Session 8

  1. 1. Session 8 kailash jaiswal
  2. 2. Four broad Communication Goals - Generate Attention - Be understood - Be believed - Be remembered kailash jaiswal
  3. 3. kailash jaiswal Positive Letters and Messages The Writing Process Typical Direct, Positive Letters Letter Structure and Format The Five Ss of Goodwill Messages
  4. 4. kailash jaiswal Understanding the Power of Business Letters Business letters are powerful and effective because they • Produce a permanent record • Maintain confidentiality • Convey formality and sensitivity • Deliver a persuasive, well-considered message.
  5. 5. kailash jaiswal Applying the Writing Process Prewriting Analyze Anticipate Adapt  Identify your purpose.  Visualize the receiver.  Predict the receiver’s reaction.  Consider ways to adapt your message to achieve your goal.
  6. 6. kailash jaiswal Applying the Writing Process  Collect information  Choose the most effective pattern of organization.  Compose the first draft. Writing Research Organize Compose
  7. 7. kailash jaiswal  Revise for clarity and conciseness.  Proofread for correctness.  Decide whether this message will achieve its purpose. Revising Edit Proofread Evaluate Applying the Writing Process
  8. 8. kailash jaiswal Analyzing the Structure of Positive Letters Opening Body Closing Yagnesh Steel Manufacuturing 4340 Industrial Area North Delhi 011-2223525
  9. 9. kailash jaiswal Structure of Positive Letters: Opening Frontload in the opening.  Begin with the main idea.  Tell immediately why you are writing. Yagnesh Steel Manufacuturing 4340 Industrial Area North Delhi 011-2223525
  10. 10. kailash jaiswal Structure of Positive Letters: Body Explain in the body.  Present details that explain the request or response.  Group similar ideas together.  Include graphic highlighting to spotlight main points. Yagnesh Steel Manufacuturing 4340 Industrial Area North Delhi 011-2223525
  11. 11. kailash jaiswal Structure of Positive Letters: Closing Be specific and courteous in the closing.  For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate.  For other routine letters, provide a courteous, concluding thought. Yagnesh Steel Manufacuturing 4340 Industrial Area North Delhi 011-2223525
  12. 12. Characteristics of Good letters Routine letters deliver straightforward facts, they don’t have sound look dull . At least three characteristics. • Clear content • A tone of Goodwill • Correct form. kailash jaiswal
  13. 13. 1. Clear content • A clearly letter separates ideas into paragraphs . • Use short sentences and paragraphs and guide the reader through ideas. • Clear letter use familiar words and active voice verbs. • Clear letters also speak the language of the receiver ,write his/her language. This doest mean dumbing down your remarks, it means taking consideration reader knows about the subject. kailash jaiswal
  14. 14. 2.A Tone goodwill • Goodwill is a positive feeling that reader has towards individual or an organization • Emphasize the “you" view and point out benefits to the reader. • Be sensitive words that might suggest gender, racial, age etc. • Finally frame your idea positively because they will sound more pleasing and give more information then negative construction. For. E.g. we cannot send your order until April or we can send your order April 1 kailash jaiswal
  15. 15. 3.Correct form • Appropriate letter formats send silent but positive messages. • Letters appearance and format reflect the writer’s carefulness and experience • Appropriate format make a good impression. • Write in block style inside address, dateline and framed by white space • Letter will have margin 1to ½ inch. kailash jaiswal
  16. 16. frontload with main idea tell immediatelyfrontload with main idea tell immediately why you are writingwhy you are writing Explain you request ,provide details.Explain you request ,provide details. Provide courteous and conclusion etc.Provide courteous and conclusion etc. ------------------------------ ---------------------------------- ------------ -------------- OpeningOpening Direct pattern of routine letters. kailash jaiswal
  17. 17. 1. Letters of appreciation – To customers for their business – To hosts and hostesses for their hospitality – To colleagues for jobs well done – To individuals who have performed favors … and???? Three Kinds of Goodwill Messages kailash jaiswal
  18. 18. 2. Letters of congratulation – For engagements, marriages, anniversaries, births – For promotions, appointments – For awards – For any significant event Three Kinds of Goodwill Messages kailash jaiswal
  19. 19. Three Kinds of Goodwill Messages 3. Letters of sympathy – To console a friend, relative, or loved one kailash jaiswal
  20. 20. kailash jaiswal The Five Ss of Goodwill Messages Five SsFive Ss of Goodwillof Goodwill MessagesMessages ShortShort SpontaneousSpontaneous SincereSincere SpecificSpecific SelflessSelfless
  21. 21. kailash jaiswal The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: BeBe sselflesselfless Discuss the receiver,Discuss the receiver, not the sendernot the sender.
  22. 22. kailash jaiswal Cite specificsCite specifics rather than generalities.rather than generalities. BeBe sspecificpecific The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:
  23. 23. kailash jaiswal Show your honest feelingsShow your honest feelings with unpretentious language.with unpretentious language. BeBe SSincereincere The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:
  24. 24. kailash jaiswal Make the message soundMake the message sound natural, fresh, and direct.natural, fresh, and direct. Avoid canned phrases.Avoid canned phrases. BeBe The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:
  25. 25. kailash jaiswal Although goodwill messagesAlthough goodwill messages may be as long as needed,may be as long as needed, they generally are fairly short.they generally are fairly short. Keep itKeep it SShorthort The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:
  26. 26. kailash jaiswal Letters of Recommendation
  27. 27. Letters of Recommendation • Letter of recommendation may be written to nominate people for award and for membership in organization. • Central concern of these messages is honesty • Objective evaluations individuals and help match candidates to jobs. kailash jaiswal
  28. 28. Ethical Insights SIX guide lines that are careful writer can follow in writing recommendations • Respond only to written requests. Moreover don’t volunteer information, particularly if its negative . • State that your remarks are confidential • Provide only job related information. • Avoid argue and ambiguous statements. • Stick to the truth. kailash jaiswal
  29. 29. Writing Plan for a Letter of Recommendation • Opening: Identify the applicant, the position, and the reason for writing. Establish your relationship with the applicant. • Body: Describe applicant’s job duties; give specific examples of skills and attributes. Compare with others in field. • Closing: Summarize applicant’s significant attributes. Offer an overall rating. Draw a conclusion regarding the recommendation. kailash jaiswal
  30. 30. Start Writing 1. Opening ; • Begin with the name of the candidate and the position sought • The reason for the writing and the relationship of the writer • Recommend individuals for supportive statement , such as I am very pleased to nominate Mr.Sheryar for the month award. kailash jaiswal
  31. 31. Recommendation letter 2 , Body • describe the applicant’s job performance and potential. • A Good recommendation describes general qualities organizational and interpersonal skills. • For example. He completed eight financial statements monthly with about 99 % percent accuracy. kailash jaiswal
  32. 32. 3: Conclusion. • Summaries the candidates best quality if you are strongly supportive • You also offer answer question by telephone • The closing of a recommendation presents an overall ranking and may provide an offer to supply more information by telephone kailash jaiswal
  33. 33. Typical Greeting Card Thank-You Message It's wonderful to visit with someone as nice as you– You make your guests feel so at home by everything you do. So this just comes to thank you in a warm and special way– For your hospitality was enjoyed much more than words can say! Goodwill Messages: Cards or Personalized Letters? kailash jaiswal
  34. 34. Personalized Thank-You Letter Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember. Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember. Goodwill Messages: Cards or Personalized Letters? kailash jaiswal
  35. 35. What’s the difference? Goodwill Messages: Cards or Personalized Letters? It's wonderful to visit with someone as nice as you– You make your guests feel so at home Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all kailash jaiswal
  36. 36. Goodwill Messages: Cards or Personalized Letters? Personalized Thank-You Letter We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely, We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely, kailash jaiswal
  37. 37. Cover three points in gift thank-yous. – Identify the gift. – Tell why you appreciate it. – Explain how you will use it. Writing Thank-Yous kailash jaiswal
  38. 38. Be sincere in sending thanks for a favor. – Tell what the favor means to you. – Avoid superlatives and gushiness. – Maintain credibility with sincere, simple statements. Writing Thank-Yous kailash jaiswal
  39. 39. Writing Thank-Yous Offer praise in expressing thanks for hospitality. As appropriate, compliment the following: • Fine food • Charming surroundings • Warm hospitality • Excellent host and hostess • Good company kailash jaiswal
  40. 40. Answering Congratulatory Messages Respond to congratulations. – Send a brief note expressing your appreciation. – Tell how good the message made you feel. Accept praise gracefully. – Don't make belittling comments (I'm not really all that good!) to reduce awkwardness or embarrassment. kailash jaiswal
  41. 41. Refer to the loss or tragedy directly but sensitively. – In the first sentence mention the loss and your personal reaction. – For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader). Extending Sympathy/ Bad news/condolences kailash jaiswal
  42. 42. Extending Sympathy – Offer assistance. Suggest your availability, especially if you can do something specific. – End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion. kailash jaiswal
  43. 43. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7 Goodwill message kailash jaiswal
  44. 44. Apply the good news strategy Thank-You Messages • Begin with the good news. • Offer extra details. • End with emphasis on the receiver. kailash jaiswal
  45. 45. kailash jaiswal Thank-You Message Examples of Key Sentences Offer extra details. This year’s Walk in the Park raised $47,530 for the preservation and renovation fund. End with emphasis on the receiver. Julie, you are a great volunteer; I look forward to working with you next year. Begin with the good news. Thank you for volunteering during Walk in the Park, the annual fundraiser for the Hampton Historical Society.
  46. 46. kailash jaiswal Apply the good news strategy Congratulatory Messages • Begin by offering congratulations for a specific accomplishment. • Provide extra details that clearly show your sincerity. • End with emphasis on the receiver.
  47. 47. kailash jaiswal Congratulatory Messages Examples of Key Sentences Provide extra details that clearly show your sincerity. You will be an excellent team supervisor. End with emphasis on the receiver. Jacqueline, please plan to attend the monthly supervisors’ meeting on October 14. A copy of the agenda is attached. Offer congratulations for a specific accomplishment. Congratulations on your recent promotion.
  48. 48. kailash jaiswal Apply the good news strategy Inquiries • Begin with a specific question or direct statement. • Include adequate details and additional questions. • End with clear directions for the receiver.
  49. 49. kailash jaiswal Inquiries Examples of Key Sentences Include adequate details and additional questions. Where will the training class be held? End with clear directions for the receiver. Please reply to this e-mail by Thursday, June 11. Begin with a specific question or direct statement. How should I prepare for the computer training class scheduled for June 18?
  50. 50. kailash jaiswal Apply the good news strategy Replies • State the good news by answering questions and emphasizing the you attitude. • Include any additional pertinent information. • End with a goodwill statement.
  51. 51. kailash jaiswal Replies Examples of Key Sentences Include any additional pertinent information. Your computer training class will be held in the computer lab on the second floor of the training center. The room number is E211. End with a goodwill statement. Jordan, based on the feedback of previous participants, you will enjoy learning how the new system applies to your job. Answer questions, and emphasize the you attitude. You do not need to prepare for your June 18 computer training class.
  52. 52. kailash jaiswal Apply the good news strategy Requests • State the major request in the first sentence. • Make the request clear with additional details. • End courteously, and close with the action you expect the receiver to take.
  53. 53. kailash jaiswal Requests Examples of Key Sentences Make the request clear with additional details. Include employees’ full names and the dates they started working for MCM Industries. Close with the action you expect the receiver to take. Please send the list via e-mail by Monday, December 8. State the major request in the first sentence. Marcus, please send me the list of all employees who will receive service awards next year.
  54. 54. kailash jaiswal Apply the good news strategy Responses • Provide the answer to the request in a subject line and/or the first line of the message. • Include any additional pertinent information in the second paragraph. • End with a goodwill statement, and request action from the receiver.
  55. 55. kailash jaiswal Responses Examples of Key Sentences Include any additional pertinent information. Please note that two of the employees who are receiving awards for 20 years of service have breaks in their years of service. End with a goodwill statement, and request action. Evan, thank you for coordinating the service award program. Let me know if you need any additional information. Provide the answer to the request in the first line. The list of employees who will receive service awards next year is attached.
  56. 56. kailash jaiswal Apply the good news strategy Orders • Use direct language in the first sentence. • Give complete details. • Include payment information and shipping instructions. Indicate when you expect to receive the delivered goods.
  57. 57. kailash jaiswal Orders Examples of Key Sentences Give complete details. Item No. Description Quantity Unit Price Total SSP2077 Ergo desk chair 3 $299.00 $897.00 Include information about payment, shipment, and delivery. Please charge my account and ship the chairs to the above address. I will expect delivery on February 16. Use direct language in the first sentence. Please ship the three chairs described below to my office.
  58. 58. kailash jaiswal Apply the good news strategy Acknowledgments • Indicate that the product was sent or that the service was approved. State when the buyer should receive the merchandise or may begin using the service. • Describe quality features of the product or service. You may also describe another closely related product or service. • Encourage future orders.
  59. 59. kailash jaiswal Acknowledgments Examples of Key Sentences Describe quality features of the product. Thank you for ordering Ergo desk chairs. You might be interested in the matching visitor chairs featured on page 34 of our catalog. Encourage future orders. For your convenience, you can order any of our products by telephone or fax. Online ordering is also available at our web site. Indicate that the product was sent and when it should arrive. Your order of three Ergo desk chairs left our factory on January 30. You should receive the chairs before February 16.
  60. 60. kailash jaiswal Apply the good news strategy Routine Claims • Begin with a specific problem statement, and request an adjustment. • Give a complete and concise description of the claim, including all essential facts. • End courteously with a suggestion for prompt action.
  61. 61. kailash jaiswal Routine Claims Examples of Key Sentences Give a complete and concise description of the claim. For your convenience, I have attached a copy of the ad describing the bonus CD and the packing list that accompanied my order. End courteously with a suggestion for prompt action. I am looking forward to receiving the bonus CD early next week. Begin with a problem statement, and request an adjustment. The free bonus CD was missing from my recent order. Please send the CD immediately, at no charge to me.
  62. 62. kailash jaiswal Apply the good news strategy Adjustments • Grant the request in a subject line and/or in the first sentence. • Provide the necessary details about the adjustment. • End with a cordial, open invitation for future business.
  63. 63. kailash jaiswal Adjustments Examples of Key Sentences Provide the necessary details about the adjustment. You will not be charged for the shipping. End with a cordial, open invitation for future business. Your business is important to us. Please use the enclosed coupon for $10 off your next purchase. Grant request in a subject line and/or in the first sentence. We have shipped your bonus CD. You should receive the CD on Friday, May 12.

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