Bus Com Chapter 6 Notes


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Chapter 6

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Bus Com Chapter 6 Notes

  1. 1. Chapter 6 Direct Letters and Goodwill Messages
  2. 2. Business Letters Are Important When <ul><li>A permanent record is required. </li></ul><ul><li>Formality is necessary. </li></ul><ul><li>A message is sensitive. </li></ul><ul><li>An organized, well-considered presentation is necessary. </li></ul>
  3. 3. <ul><li>Direct requests for information and action </li></ul><ul><li>Direct claims </li></ul><ul><li>Direct responses to information requests </li></ul><ul><li>Adjustment letters </li></ul><ul><li>Letters of recommendation </li></ul><ul><li>Goodwill messages </li></ul>
  4. 4. Writing Plan for Request for Information or Action Opening Body Closing <ul><li>Ask the most important question first or </li></ul><ul><li>Express a polite command. </li></ul>
  5. 5. Writing Plan for Request for Information or Action <ul><li>Explain the request logically and courteously. </li></ul><ul><li>Ask other questions if necessary. </li></ul><ul><li>Request a specific action with an end date, if appropriate. </li></ul><ul><li>Show appreciation. </li></ul>
  6. 6. Improving Openers for Routine Request Letters Weak I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible. Improved Will you please answer the following questions regarding possible accommodations at the Hyatt Regency for a conference in May.
  7. 7. Improving Closings for Direct Request Letters Weak Thanks for any information you provide. Improved We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.
  8. 8. Parts of a Business Letter <ul><li>The next four slides illustrate basic information on proper placement and formatting of business letters. </li></ul><ul><li>Remember to refer to Appendix A, Reference Guide to Document Formats, for more details on this topic. </li></ul>
  9. 11. 2-inch top margin or key dateline 2 lines below letterhead 2 – 10 lines between dateline and inside address 1 blank line (double space) 1 blank line (double space) Single-space para-graphs; leave 1 blank line (double space) between paragraphs
  10. 12. 1 blank line (double space) Hit ENTER four times after complimentary close to allow space for signature 1 blank line (double space)
  11. 13. Ineffective Information Request Take note that the letter example you will see on the next slide illustrates the personal business letter. <ul><li>It is prepared on plain paper (instead of preprinted letterhead). </li></ul><ul><li>The writer begins the letter by keying in his home address immediately above the dateline. </li></ul><ul><li>All other letter parts are the same as a regular business letter. </li></ul>
  12. 14. Ineffective Information Request <ul><li>Open letter by clicking icon at right. </li></ul><ul><li>As you read the letter, </li></ul><ul><ul><li>Evaluate its content. </li></ul></ul><ul><ul><li>Identify areas for improvement. </li></ul></ul>
  13. 15. Improved Information Request As you read the improved letter on the next slide, notice how it <ul><li>Saves the reader’s time by starting directly with the information request. </li></ul><ul><li>Makes it easy for the reader to identify what specific questions need to be answered. </li></ul><ul><li>Closes appropriately with appreciation and requesting a specific action with an end date. </li></ul>
  14. 16. Improved Information Request
  15. 17. Writing Plan for Direct Claim <ul><li>Describe clearly the desired action. </li></ul><ul><li>Explain the nature of the claim. </li></ul><ul><li>Tell why the claim is justified. </li></ul><ul><li>Provide details regarding the action requested. </li></ul><ul><li>End pleasantly with a goodwill statement. </li></ul><ul><li>Include end dating if appropriate. </li></ul>
  16. 18. Ineffective Direct Claim <ul><li>Open letter by clicking icon at right. </li></ul><ul><li>As you read the letter, </li></ul><ul><ul><li>Evaluate its content. </li></ul></ul><ul><ul><li>Identify areas for improvement. </li></ul></ul>
  17. 19. Improved Direct Claim
  18. 20. Writing Plan for Replies to Information Requests Subject Line Opening Body Closing <ul><li>Identify previous correspondence. </li></ul><ul><li>Deliver the most important information first. </li></ul>
  19. 21. Writing Plan for Replies to Information Requests <ul><li>Arrange the information in a logical sequence. </li></ul><ul><li>Explain and clarify the information. </li></ul><ul><li>Build goodwill. </li></ul><ul><li>End pleasantly. </li></ul>
  20. 22. Effective Reply
  21. 23. Writing Plan for Adjustments <ul><li>Subject line is optional. </li></ul><ul><li>Identify previous correspondence. </li></ul><ul><li>Make a general reference to main topic. </li></ul><ul><li>Grant the request or announce the adjustment immediately. </li></ul>
  22. 24. Writing Plan for Adjustments <ul><li>Provide details about how you are complying with the request. </li></ul><ul><li>Strive to regain the reader’s confidence. </li></ul><ul><li>Include resale or sales promotion if appropriate. </li></ul><ul><li>Close courteously by summarizing your action request. </li></ul><ul><li>Express confidence in future business dealings. </li></ul>
  23. 25. Effective Adjustment Letter
  24. 26. Writing Plan for Letters of Recommendation Opening Body Closing <ul><li>Identify the applicant, the position, and the reason for writing. </li></ul><ul><li>Establish your relationship with applicant. </li></ul>
  25. 27. Writing Plan for Letters of Recommendation <ul><li>Describe applicant’s job duties. </li></ul><ul><li>Give specific examples of skills and attributes. </li></ul><ul><li>Compare with others in field. </li></ul><ul><li>Summarize the applicant’s significant attributes. </li></ul><ul><li>Offer an overall rating. </li></ul><ul><li>Draw a conclusion regarding the recommendation. </li></ul>
  26. 28. Letters of Sympathy to console a friend, relative, or loved one <ul><li>Congratulatory </li></ul><ul><li>Messages for </li></ul><ul><li>engagements, </li></ul><ul><li>marriages, </li></ul><ul><li>anniversaries, </li></ul><ul><li>births, promotions, </li></ul><ul><li>appointments, </li></ul><ul><li>awards, or any </li></ul><ul><ul><li>significant event </li></ul></ul><ul><li>Letters of Appreciation to </li></ul><ul><ul><li>customers for their business, </li></ul></ul><ul><ul><li>hosts and hostesses for their hospitality, </li></ul></ul><ul><ul><li>colleagues for jobs well done, or </li></ul></ul><ul><ul><li>individuals who have performed favors </li></ul></ul>Three Types of Goodwill Messages
  27. 29. Keep the message short . Be spontaneous . Be sincere . Be specific. Be selfless . Tips for Writing Goodwill Messages The Five Ss
  28. 30. Goodwill Messages: Cards or Personalized Letters? 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!
  29. 31. Writing Thank-Yous <ul><li>Cover three points in gift thank-yous. </li></ul><ul><li>Identify the gift. </li></ul><ul><li>Tell why you appreciate it. </li></ul><ul><li>Explain how you will use it. </li></ul><ul><li>Be sincere in sending thanks for a favor. </li></ul><ul><li>Tell what the favor means to you. </li></ul><ul><li>Avoid superlatives and gushiness. </li></ul><ul><li>Maintain credibility with sincere, simple statements. </li></ul>
  30. 32. Writing Thank-Yous Offer praise in expressing thanks for hospitality. As appropriate, compliment the following: <ul><li>Fine food </li></ul><ul><li>Charming surroundings </li></ul><ul><li>Warm hospitality </li></ul><ul><li>Excellent host and hostess </li></ul><ul><li>Good company </li></ul>
  31. 33. Answering Congratulatory Messages <ul><li>Respond to congratulations. </li></ul><ul><li>Send a brief note expressing your appreciation. </li></ul><ul><li>Tell how good the message made you feel. </li></ul><ul><li>Accept praise gracefully. </li></ul><ul><li>Don't make belittling comments (I'm not really all that good!) to reduce awkward-ness or embarrassment. </li></ul>
  32. 34. Extending Sympathy Refer to the loss or tragedy directly but sensitively. <ul><li>In the first sentence mention the loss and your personal reaction. </li></ul><ul><li>For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader) . </li></ul>
  33. 35. Extending Sympathy <ul><li>Offer assistance. Suggest your availability, especially if you can do something specific. </li></ul><ul><li>End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion. </li></ul>