Business Correspondence Level 1

Front 1

What is the most common layout style used in business writing?

Back 1

Full Block style`

Front 2

Modified Block style:

Back 2

Date, complimentary closing, identification ( sometimes called signature block) begin center of page all other lines begin at left margin. one blank line between paragraphs

Front 3

Semi-blocked style:

Back 3

same as modified style except first line each paragraph is indented a 1/2 inch from left margin. Not necessary to leave blank line between paragraphs, since first line of each is indented.

Front 4

3 basic punctuation styles:

Back 4

Open
Mixed
Closed

Front 5

Open is:

Back 5

appropriate punctuation marks used in the body, other parts are not punctuated (unless line ends in an abbreviation which requires a period)

Front 6

Mixed is:

Back 6

appropriate punctuation marks used in body and following additional punctuation marks are used:
a colon used after salutation
a comma used after complimentary closing
other parts are not punctuated (unless line ends in a abbreviation which requires a period)

Front 7

Closed is:

Back 7

same as Mixed except:
a period used after date
a colon used at the end of each line in the inside address, except for last one which ends in a period.

Front 8

windows:

Back 8

occurs when most of paragraph printed at bottom of one page but last line of paragraph printed at top of next page.

Front 9

orphans:

Back 9

occurs when first line of paragraph printed at bottom of one page and rest of paragraph printed at top of next page.

Front 10

5 basic objectives aim to acheive in business writing?

Back 10

logic, unity, coherence
accuracy
simplicity
conciseness
courtesy

Front 11

Ask yourself these basic questions about what you are going to write?

Back 11

What is the purpose of the letter, memo, or document?
Who is the reader?
How will he/she react to info?
Do you have all the information required to write document?

Front 12

Accuracy:

Back 12

utmost importance. Content must be clear and error free. No typographical errors.

Front 13

Simplicity:

Back 13

language should be simple, precise, and easy to understand. Avoid complicated words.

Front 14

Conciseness:

Back 14

Try use short sentences and paragraphs, always ask where clarity can be improved, each sentence should express one thought. Consider using tables or charts instead of paragraphs.

Front 15

Courtesy:

Back 15

Aim to use each document either to build or maintain good relationship with reader. Try to use postive words.

Front 16

Acronyms:

Back 16

derived from the intial letter or letters of consecutive parts of a term. Example: ETA " Estimated time of arrival"

Front 17

Abbreviations;

Back 17

Shortened form of word or phrase, often followed by a period but not always. Example: mgr is manager

Front 18

Redundant Expressions:

Back 18

occurs when 2 words that mean the same thing are used together. Example: revert back to should be revert to.

Front 19

Concrete words:

Back 19

words that stand for objectss the reader can see, feel, or taste. They stand for things that exist in the real world. "car, plane,chair"

Front 20

Abstract words;

Back 20

Soon, early, late

Front 21

Action verbs:

Back 21

Run , Jump, push

Front 22

Passive Voice VS Active Voice identify?
The work was inspected by the foreman.
The foreman inspected the work.

Back 22

The work was inspected by the foreman is Passive voice.
The foreman inspected the work is the Active voice.

Front 23

Avoiding camouflaged verbs:

Back 23

leads to awkward sentences. This happens when the verb is changed into a noun even though it is describing the action. Example- liquidate (verb)
liquidation (noun)

Front 24

Camouflaged Verb VS Clear Verb:
The secertary applied for a licence.
The secertary filed for an application for a licence.

Back 24

The secertary applied for a licence is the Clear verb.
The secertary filed for an application for a licence this is the camouflaged verb.

Front 25

Types of sentences:

Back 25

Simple
Compound
Complex
Compound Complex
Run-on

Front 26

Full Block:

Back 26

all lines begin left margin
one blank between paragraphs
sometimes known as Block style

Front 27

Modified Block Style:

Back 27

date, complimentary closing, identification ( sometimes called signature block) begin at center of page, all other lines begin at left margin
one blank line between paragraphs

Front 28

Semi-Block style:

Back 28

same as modified block style except first line each paragraph is indented a 1/2 inch from left margin.
not necessary to leave blank line between paragraphs, since first line of each is indented.

Front 29

Punctuation Styles:

Back 29

Open
Mixed
Closed

Front 30

Open:

Back 30

appropriate punctuation marks used in the body, other parts are not punctuated ( unless line ends in an abbreviation which requires a period)

Front 31

Mixed:

Back 31

appropriate punctuation marks used in body and following additional punctuation marks are used:
a colon used after salutation
a comma used after complimentary closing
other parts are not punctuated ( unless line ends in a abbreviation which requires a period)

Front 32

Closed:

Back 32

same as mixed except:
a period used after date
a comma used at end of each line in the inside address, except for last one which ends in a period.
in identification lines a comma used after authors name and period after his/her position. If only authors name is used, a period follows the name.

Front 33

What are the 5 types of positive letters?

Back 33

Thank-you
Acceptance
Confirmation
Congratulation
Recommendation

Front 34

What does each paragraph consist of in a Thank-you letter?

Back 34

First: state why your thanking person
Second: should explain reason for letter
Final: close with a positive friendly statement

Front 35

What does each paragraph consist of in a Acceptance letter?

Back 35

First: confirm that you are accepting invitation and restates exactly what your accepting.
Second/succeeding: should include any additional information you feel important for reader to know or certain questions you may have aobut invitation.
Last: close on friendly note.

Front 36

What does each paragraph consist of in Congratulation letter?

Back 36

First: why you are congratulating reader. usually includes recognition of effort to achieve something.
Second: express best wishes for continued sucess or happyness.

Front 37

What does each paragraph consist of in letter of Recommendation?

Back 37

First: state whom your recommending if applicable what position recommending person for.
Second: state position and or duties will hold, positive comments about his/her performance
Third: close letter with friendly statement.If you want them to contact company include " Please contact me at"

Front 38

Types of Negative Letters:

Back 38

Complaint letters
Collection letters
Refusal letters

Front 39

Complaint letters usually written after:

Back 39

you have verbally complained to someone and have not received a response, or no action has been taken. Basically document of proof of complaint.

Front 40

What does each paragraph consist of in Complaint letter?

Back 40

First: begins with neutral statement. Example " Always received good service in the past"
Second: contains supporting infor for complaint and offers solutions you'd find acceptable. State facts without embellishing them to react angrly. Example " avoid accussing reader of incompetance/negligence.
Last: close letter with positive statement, remind reader your trying to be fair and reasonable and expect solution to problem.

Front 41

There are 2 types of Complaint letters they are:

Back 41

Positive Response
Negative Response

Front 42

What does each paragraph consist of in Positive Response letter?

Back 42

First: describe original complaint, state what you've done to correct situation ep full refund.
Second: provide explanation how mistake occurred and an apology if necessary.
Last: closes letter with expectation you will have great business relationship in the future.

Front 43

What does each paragraph consist of in Negative Response letter?

Back 43

First: contain neutral statements describing original complaint and lead up to refusal of request.
Second: explains why request is refused, may also offer alternative solution or suggestion to help reader accept refusal.
Last: close letter with positive statement. Ep. refusing damaged, might include a catolog so reader can purchase alternative item.

Front 44

There are 3 types of Collection letters they are:

Back 44

First
Second
Third

Front 45

First collection:

Back 45

formatl reminder notice usually includes offer to arrange alternative payment plan.

Front 46

Second collection letter:

Back 46

More demanding letter than the first.

Front 47

Third collection:

Back 47

demands immediate payment or debit will be transferred to someone for collection.

Front 48

What does each paragraph consist of in Collection letters?

Back 48

First: identifies amount of debt, and references to debt (eg account numbers)
Second: Always states when you expect to receive full payment--usually 2weeks from date of letter.
Last: varies depending on which collection letter you are writing.

Front 49

What does each paragraph consist of in Refusal letter?

Back 49

First: thanks reader and restates original request.
Second: explains why request cannot be fullfilled.
Last: closes letter with friendly statement.

Front 50

The 2 most common refusal letters are:

Back 50

Credit Cancellation
Credit Refusal

Front 51

Credit Cancellation:

Back 51

Usually written after attempt to collect overdue account and are going to write off as a bad debt or assign to someone else for collection.

Front 52

Credit Refusal:

Back 52

Written after you've evaluated credit application and don't wish to extend credit to applicant.

Front 53

Types of Neutral Letters:

Back 53

Cover Letters
Order Letters
Condolence/ Sympathy letters
Apology letters

Front 54

What is a Neutral letter?

Back 54

One where anticipate reader will not react favorably or negatively, to contents of letter. Generally used to convey routine information.

Front 55

What does each paragraph consist of in Acknowledgement letter?

Back 55

First: restates request so theres no confusion about request. Main purpose is stated in this paragraph, may also thank person for request.
Second: explains reasons for deferral of request. May also explain what you'll do about request in the future.
Last: Closes with friendly statement

Front 56

What does each paragraph consist of in Cover letter?

Back 56

First: describes which postion applying for, how you heard/read about positon, and can include why your interested in position.
Second & Suceeding: describe qualifications you have to make you ideal candidate for job,should include statement about each qualification employer asks for in advertisement.
Last: closes with friendly statement

Front 57

What does each paragraph consist of in Order letters?

Back 57

First: states placing an order and gives address to which it should be sent.
Second: usually table which contains 4 columns A)Quantity B) Description C)Unit Price D)Total and sometimes Grand Total.
Last: includes any billing/shipping instructions necessary and end with friendly statement.

Front 58

What does each paragraph consist of in Reminder letters?

Back 58

First: restates original request that your reminding reader about and states why your writing.
Second: usually adds supporting information or explanations about why your writing and may sugest some alternative action to resolve situation.
Last: should be with request for action and includes friendly statement.

Front 59

What does each paragraph consist of in Condolence/Sympathy?

Back 59

First: expresses regret about loss and includes general statement about how loss will be felt.
Last: offers help to reader if he/she needs, may also express hope for future.

Front 60

What does each paragraph consist of in Apology letters?

Back 60

First: states situation your apologizing for or states request your about to deny.
Second: includes reason for apology or why your not fullfilling request.
Last: usually closes with " Please accept my apologies" and includes friendly statement.

Front 61

What does each paragraph consist of in Inquiry letters?

Back 61

First: state main objective of letter, which is what your trying to find out. Can also include reference to where you heard about product/service or why your writing.
Second: contain details of inquiry. If making several inquiries put them in seperate paragraphs.
Final: include if necessary, request for specific action and close with positive friendly satement.

Front 62

There are 5 basic steps to planning and organizing Memos they are:

Back 62

1. Define purpose
2. Analyze audience
3. List ideas
4. Collect facts
5. Assess impact of memo.
The order of these steps is important and should logically develop your content or arguement so you achieve your purpose.

Front 63

Following things must be considered to ensure form is functional or easy to use:

Back 63

All fields must be present
Each field is wide enough and high enough for user to enter data
Each label clearly states what is required in the field beside it
Each label is large enough that people with poor vision can make it out.

Front 64

There are 3 basic punctuation styles they are:

Back 64

Open
Mixed
Closed

Front 65

Open;

Back 65

appropriate punctuation marks used in body, other parts aren't punctuated.

Front 66

Mixed;

Back 66

appropriate punctuation marks used in body and following additional punctuation marks used:
colon after salutation
comma after complimentary closing
other parts not punctuated

Front 67

Closed;

Back 67

same as mixed except:
period after date
comma at end of each line in the inside address, except for last one which ends in period.
in identification lines comma after authors name and period after his or her position. If only authors name is used a period follows the name.

Front 68

Alternative Letter Styles:

Back 68

Simplified
Official
Indented
Hanging Indent

Front 69

Simplified:

Back 69

Always includes subject line
2 blank lines above and below subject line.

Front 70

Official:

Back 70

inside address moved from top to bottom of letter, all notations typed incside address, which has been moved to bottom of letter.

Front 71

Indented:

Back 71

inside address is indented 1/2in from line above it, indentification line indented one tab 1/2 underneath complimentary closing.

Front 72

Hanging indent;

Back 72

Any letter and punctuation style combination may be used for this type. The only difference is each paragraph in body is formatted with hanging indent.

Front 73

Planning and Organizing Letter/ Memo

Back 73

1. Why am I writing this letter
2. Who will the reader be and how will he/she react to letter.
3. What supporting or background information is required?
4. What action do I want to request?

Front 74

Organizing a letter:

Back 74

First paragraph: presents most important information or aim of letter
Second: usually provides reasons or details required to support information in first paragraph.
Last: asks for appropriate action and closes letter with positive friendly statement.

Front 75

Appropriate Salutations and Complimentary Closings for Formal letters:

Back 75

Ladies and Gentleman
Yours truly,

Front 76

Appropriate Salutations and Complimentary Closings for Person whose position you know, but whose name you don't know:

Back 76

Dear Executive Director:
Yours truly,

Front 77

Appropriate Salutations and Complimentary Closings for Informal letter person you know but on a buisness basis only;

Back 77

Dear Mr. Dewy:
Sincerly,

Front 78

Appropriate Salutations and Complimentary Closings for a friend but on a business basis:

Back 78

Dear Mathew
Yours sincerly,