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Title: NOTE: This slide provides information for only the


1
  • NOTE This slide provides information for only
    the instructor. If you use the F5 key to switch
    to slide show view, this slide will not be
    displayed.

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1997-2003. If you view it in PowerPoint version
2007 or compatibility mode, some slight format
changes may occur as is inevitable with any kind
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2
CHAPTER 6
  • Positive
  • Messages

3
Understanding the Power of Business Letters
Why are letters still important in business?
  • They produce a permanent record.
  • Unlike e-mail, they are confidential.
  • They convey formality and sensitivity.
  • They deliver persuasive, well-considered messages.

4
Writing Plan for Request for Information or
Action
Body
Closing
Opening
Ask the most important question first or express
a polite command.
5
Writing Plan for Request for Information or
Action
Opening
Closing
Body
  • Explain the request logically and courteously.
  • Ask other questions if necessary.

6
Writing Plan for Request for Information or
Action
Opening
Body
Closing
  • Request a specific action with an end date, if
    appropriate.
  • Show appreciation.

7
Improving 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.

8
Improving Openers for Routine Request Letters
Weak My company is interested in building a
commercial Web site. I noticed at your site an
offer to have a representative visit and discuss
plans. We are eager to have someone visit us.
Improved Please have a representative visit my
company to discuss building a commercial Web site.
9
Improving 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 we could use in our
program.
Improved What is the procedure for ordering a
copy of a photograph to be used for training
purposes?
10
Improving Closings for Routine Request Letters
Opening
Body
Closing
  • Weak
  • Thanks for any information you can 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.
11
Improving Closings for Routine Request Letters
Weak Hoping to hear from you at your earliest
convenience.
Improved Please call us at (213) 457-2998 before
April 4 to arrange an appointment during the week
of April 10.
Thank you for your cooperation.
Your answer to my inquiry will help me make my
printer choice. Thanks!
12
Parts 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.

13
0
14
0
15
0
2 inches from top or 1 blank line 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
16
0
1 blank line (double space)
Hit ENTER four times after complimentary close to
allow space for signature
1 blank line (double space)
17
Ineffective Information Request
Take note that the letter example you will see on
the next slide illustrates the personal business
letter.
  • Prepare on plain paper instead of printed
    letterhead.
  • Include your home address (street, city, state,
    zip) but not your name.
  • Note that the rest of the personal business
    letter format is the same as other business
    letters.

18
Ineffective Information Request
  • Open letter by clicking icon at right.
  • As you read the letter,
  • Evaluate its content.
  • Identify areas for improvement.

19
Improved 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.

20
Improved Information Request
  • Open letter
  • by clicking
  • icon at right.

21
Writing Plan for a Direct Claim
Body
Closing
Opening
Describe clearly the desired action.
22
Writing Plan for a Direct Claim
Opening
Closing
Body
  • Explain the nature of the claim.
  • Tell why the claim is justified.
  • Provide details regarding the action requested.

23
Writing Plan for a Direct Claim
Opening
Body
Closing
  • End pleasantly with a goodwill statement.
  • Include end dating if appropriate.

24
Ineffective Direct Claim
  • Open letter by clicking icon at right.
  • As you read the letter,
  • Evaluate its content.
  • Identify areas for improvement.

25
Improved Direct Claim
  • Open letter
  • by clicking
  • icon at right.

26
Writing Plan for Direct Replies
Body
Opening
Closing
Subject Line
Body
Opening
Subject Line
  • Identify previous correspondence.
  • Deliver the most important information first.

27
Writing Plan for Direct Replies
Closing
Body
Opening
Subject Line
Closing
Body
  • Arrange the information in a logical sequence.
  • Explain and clarify the information.
  • Build goodwill.
  • End pleasantly.
  • End pleasantly.

28
Effective Reply
  • Open letter
  • by clicking
  • icon at right.

29
Writing Plan for Adjustments
Opening
Closing
Body
Subject Line
  • Subject line is optional.
  • Identify previous correspondence.
  • Make a general reference to the main topic.

30
Writing Plan for Adjustments
Closing
Body
Subject Line
Opening
  • Grant the request or announce the adjustment
    immediately.

31
Writing Plan for Adjustments
Closing
Subject Line
Opening
Body
  • Provide details about how you are complying with
    the request.
  • Strive to regain the readers confidence.
  • Apologize if appropriate, but dont admit
    negligence.
  • Include resale or sales promotion if appropriate.

32
Writing Plan for Adjustments
Subject Line
Opening
Body
Closing
  • End positively with a forward-looking thought.
  • Express confidence in future business dealings.

33
Effective Adjustment Letter
Open letter by clicking icon at right.
34
The Five Ss
Be selfless.
Be specific.
Keep the message short.
Tips for Writing Goodwill Messages
Be spontaneous.
Be sincere.
35
The Five Ss
Be selfless.
Discuss the receiver, not the sender.
36
The Five Ss
Be specific.
Instead of generic statements (You did a good
job), include special details (Your
marketing strategy to target key customers proved
to be outstanding).
37
The Five Ss
Show your honest feelings with conversational,
unpretentious language(Were all very proud of
your award).
Be sincere.
38
The Five Ss
Strive to make the message natural, fresh, and
direct. Avoid canned phrases (If I may be of
service, please do nothesitate...).
Be spontaneous.
39
The Five Ss
40
Writing 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.

41
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

42
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,
43
AnsweringCongratulatory 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.

44
Extending 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).

45
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.

46
  • END
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