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2CHAPTER 6
- Direct Letters and Goodwill
- Messages
3Business Letters Are Important When
- A permanent record is required.
- Formality is necessary.
- A message is sensitive.
- An organized, well-considered presentation is
necessary.
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5- Direct requests for information and action
- Direct claims
- Direct responses to information requests
- Adjustment letters
- Letters of recommendation
- Goodwill messages
6Writing Plan for Request for Information or Action
Body
Closing
Opening
- Ask the most important question first or
- Express a polite command.
7Writing Plan for Request for Information or Action
Opening
Closing
Body
- Explain the request logically and courteously.
- Ask other questions if necessary.
8Writing Plan for Request for Information or Action
Opening
Body
Closing
- Request a specific action with an end date, if
appropriate. - Show appreciation.
9Improving Openers for Routine Request Letters
Body
Closing
Opening
Weak Ive been given the task of locating a
convention site for my companys meeting. Ive
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.
10Improving Openers for Routine Request Letters
Weak While reading WIRED magazine, I noticed an
offer of a free video describing your
Web-building software.
Improved Please send me your free video
describing your Web-building software.
11Improving Openers for Routine Request Letters
Weak I am conducting a training class for
students of photography at the Lincoln Training
Center, and I saw a picture that we would like to
use in our program.
Improved What is the procedure for ordering a
copy of a photograph to be used for training
purposes?
12Improving Closings for Direct Request Letters
Opening
Body
Closing
- 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.
13Improving Closings for Direct Request Letters
Weak Hoping to hear from you at your earliest
convenience.
Improved Please send the video by August 15.
Your answer to my inquiry will help me make my
printer choice. Thanks!
Thank you for your cooperation.
14Parts of a Business Letter
- The next four slides illustrate basic information
on proper placement and formatting of business
letters. - Remember to refer to Appendix A, Reference Guide
to Document Formats, for more details on this
topic.
150
160
170
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
180
1 blank line (double space)
Hit ENTER four times after complimentary close to
allow space for signature
1 blank line (double space)
19Ineffective Information Request
Take note that the letter example you will see on
the next slide illustrates the personal business
letter.
- It is prepared on plain paper (instead of
preprinted letterhead). - The writer begins the letter by keying in his
home address immediately above the dateline. - All other letter parts are the same as a regular
business letter.
20Ineffective Information Request
- Open letter by clicking icon at right.
- As you read the letter,
- Evaluate its content.
- Identify areas for improvement.
21Improved Information Request
As you read the improved letter on the next
slide, notice how it
- Saves the readers time by starting directly with
the information request. - Makes it easy for the reader to identify what
specific questions need to be answered. - Closes appropriately with appreciation and
requesting a specific action with an end date.
22Improved Information Request
- Open letter
- by clicking
- icon at right.
23Writing Plan for Direct Claim
Body
Closing
Opening
- Describe clearly the desired action.
24Writing Plan for Direct Claim
Opening
Closing
Body
- Explain the nature of the claim.
- Tell why the claim is justified.
- Provide details regarding the action requested.
25Writing Plan for Direct Claim
Opening
Body
Closing
- End pleasantly with a goodwill statement.
- Include end dating if appropriate.
26Ineffective Direct Claim
- Open letter by clicking icon at right.
- As you read the letter,
- Evaluate its content.
- Identify areas for improvement.
27Improved Direct Claim
- Open letter
- by clicking
- icon at right.
28Writing Plan for Replies toInformation Requests
Body
Opening
Closing
Subject Line
Body
Opening
Subject Line
- Identify previous correspondence.
- Deliver the most important information first.
29Writing Plan for Replies toInformation Requests
Closing
Body
Opening
Subject Line
Closing
Body
- Arrange the information in a logical sequence.
- Explain and clarify the information.
- Build goodwill.
30Effective Reply
- Open letter
- by clicking
- icon at right.
31Social Responsibility and Communication Ben
Jerrys
32Meetings America
33Writing Plan for Adjustments
Opening
Closing
Body
Subject Line
- Subject line is optional.
- Identify previous correspondence.
- Make a general reference to main topic.
34Writing Plan for Adjustments
Closing
Body
Subject Line
Opening
- Grant the request or announce the adjustment
immediately.
35Writing Plan for Adjustments
Closing
Subject Line
Opening
Body
- Provide details about how you are complying with
the request. - Strive to regain the readers confidence.
- Include resale or sales promotion if appropriate.
36Writing Plan for Adjustments
Subject Line
Opening
Body
Closing
- Close courteously by summarizing your action
request. - Express confidence in future business dealings.
37Effective Adjustment Letter
Open letter by clicking icon at right.
38Writing Plan for Letters of Recommendation
Body
Closing
Opening
- Identify the applicant, the position, and the
reason for writing. - Establish your relationship with applicant.
39Writing Plan for Letters of Recommendation
Opening
Closing
Body
- Describe applicants job duties.
- Give specific examples of skills and attributes.
- Compare with others in field.
40Writing Plan for Letters of Recommendation
Opening
Body
Closing
- Summarize the applicants significant attributes.
- Offer an overall rating.
- Draw a conclusion regarding the recommendation.
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48Goodwill MessagesCards or Personalized Letters?
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!
- Typical
- Greeting
- Card
- Thank-You
- Message
49- 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. We
appreciate the opportunity you provided for us
students to become better acquainted with each
other and with you. Sincerely,
50Writing Thank-Yous
- Cover three points in gift thank-yous.
- Identify the gift.
- Tell why you appreciate it.
- Explain how you will use it.
- 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.
51Writing 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
52AnsweringCongratulatory 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 awkward-ness or
embarrassment.
53Extending Sympathy
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).
54Extending 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.
55Communication Workshop Career Skills
Heres a chance for you to brush up on workplace
etiquette skills.
Click here to take the preview quiz.
Click here to study business etiquette topics.