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2CHAPTER 6
3Understanding 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.
4Writing Plan for Request for Information or
Action
Body
Closing
Opening
Ask the most important question first or express
a polite command.
5Writing Plan for Request for Information or
Action
Opening
Closing
Body
- Explain the request logically and courteously.
- Ask other questions if necessary.
6Writing Plan for Request for Information or
Action
Opening
Body
Closing
- Request a specific action with an end date, if
appropriate. - Show appreciation.
7Improving 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.
8Improving 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.
9Improving 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?
10Improving 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.
11Improving 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!
12Parts 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.
130
140
150
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
160
1 blank line (double space)
Hit ENTER four times after complimentary close to
allow space for signature
1 blank line (double space)
17Ineffective 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.
18Ineffective Information Request
- Open letter by clicking icon at right.
- As you read the letter,
- Evaluate its content.
- Identify areas for improvement.
19Improved 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.
20Improved Information Request
- Open letter
- by clicking
- icon at right.
21Writing Plan for a Direct Claim
Body
Closing
Opening
Describe clearly the desired action.
22Writing 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.
23Writing Plan for a Direct Claim
Opening
Body
Closing
- End pleasantly with a goodwill statement.
- Include end dating if appropriate.
24Ineffective Direct Claim
- Open letter by clicking icon at right.
- As you read the letter,
- Evaluate its content.
- Identify areas for improvement.
25Improved Direct Claim
- Open letter
- by clicking
- icon at right.
26Writing Plan for Direct Replies
Body
Opening
Closing
Subject Line
Body
Opening
Subject Line
- Identify previous correspondence.
- Deliver the most important information first.
27Writing 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.
28Effective Reply
- Open letter
- by clicking
- icon at right.
29Writing Plan for Adjustments
Opening
Closing
Body
Subject Line
- Subject line is optional.
- Identify previous correspondence.
- Make a general reference to the main topic.
30Writing Plan for Adjustments
Closing
Body
Subject Line
Opening
- Grant the request or announce the adjustment
immediately.
31Writing 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.
32Writing Plan for Adjustments
Subject Line
Opening
Body
Closing
- End positively with a forward-looking thought.
- Express confidence in future business dealings.
33Effective Adjustment Letter
Open letter by clicking icon at right.
34The Five Ss
Be selfless.
Be specific.
Keep the message short.
Tips for Writing Goodwill Messages
Be spontaneous.
Be sincere.
35The Five Ss
Be selfless.
Discuss the receiver, not the sender.
36The 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).
37The Five Ss
Show your honest feelings with conversational,
unpretentious language(Were all very proud of
your award).
Be sincere.
38The 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.
39The Five Ss
40Writing 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.
41Writing 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
42Personalized 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,
43AnsweringCongratulatory 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.
44Extending 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).
45Extending 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