Chapter 9

Front 1

Business letters
IMPORTANCE

Back 1

1. permanent record
2. confidentiality
3. formality/sensitivity
4. for persuasive, well-considered messages

Front 2

3 groups of letters

Back 2

1. routine letters for straightforward requests
2. persuasive messages(sales pitches)
3. negative messages delivering refusal and bad news

Front 3

3 Phases (3x3)

Back 3

1. analysis, anticipate, adapt
2. research organize, compose
3. revise, proofread, evaluate

Front 4

Phase 1 (analysis, anticipation, adaptation(

Back 4

- analyze purpose
-visualize audience
-anticipate response

Front 5

Phase 2 (research, organization, composition)

Back 5

- gather info
-make notes/outline
-compose first draft

Front 6

Phase 3(revision, proofreading, evaluation)

Back 6

- revise for clarity
-add graphic highlighting
- proofread for correctness

Front 7

analyzing structure and charact. of Business letters

Back 7

- use direct strategy(response expected to be positive/neutral)
-structure: 1. opening
2. body
3. closing

Front 8

Opening

Back 8

- Frontload: present main idea immediately
-some requests require explanation in a few sentences before purpose is revealed
- avoid delaying purpose beyond 1st paragraph

Front 9

Body

Back 9

- explain purpose
- use graphic devices to highlight important ideas
-develop diff. ideas in separate parag.
-keep similar ones in the same parag.

Front 10

Closing

Back 10

- be specific in what the reader is to do
-be courteous
-schedules, deadlines, activities to be completed.

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Front 11

Charact. of good business letter

Back 11

1- clear content
2- goodwill tone
3- correct form

Front 12

Goodwill

Back 12

positive feeling the reader has toward an individual or org.
- analyze well the audience and adapt message to it = promote goodwill

Front 13

correct form

Back 13

- silent message
- appearance= carefulness and experience
- don't make all lines evenly to improve readability

Front 14

Direct requests for Information/ Action

Back 14

- don't write if a phone call/email might solve the problem
- business letters are costly(time and workload)
-direct letter: open with question, or polite request
1. clarify request
2. show appreciation

Front 15

clarify request

Back 15

- explain purpose and provide detail
- focus on benefits to reader
- maintain courteousness
- thank you by spelling out what needs to be done

Front 16

show appreciation

Back 16

- fresh and efficient
- hook your thanks to end date

Front 17

Order letters

Back 17

1- direct opening with intro of the oder/ authorization of purpose
2- detailed body including desired items, quantity unit price, total price, order number
- clear closing stating payment method, date when merchandise should be sent & show appreciation

Front 18

Direct Claim letters

Back 18

-written by customers to identify or correct a wrong
-establish a record of what happened

Front 19

Well- written direct claim

Back 19

1. opening with clear statement of problem
2. explain and justify without emotion
3. close with summary of action request
4. enclose copies of relevant documents

Front 20

Reply letters

Back 20

-clear subject line
-relevant info for the reader
-good news presenting in the opening
-additional info in body
-cordial and personalized closing
- details of procedure if needed

Front 21

Adjustments letter(goals)

Back 21

: when company responds favourably to claim
GOALS
1. correct mistake
2. regain customer confidence
3. promote business

Front 22

STRUCTURE of Adjustment letters

Back 22

1-grant claim in opening
2- restate problem and offer solution in body
3- show appreciation and promote business in closing

Front 23

Tips for Adjustment letters

Back 23

1. avoid sounding resentful/grudging
2. avoid negative words/blame/fault
3. apologize if it seems natural/appropriate
4 focus on complying with request, explain reasons and preventing recurrence
5. use sensitive language
6. close positively, appreciatively

Front 24

Goodwill messages (5 S's)

Back 24

1. selfless
2. specific
3. sincere
4. spontaneous
5. Short

Front 25

Goodwill- Thanks

Back 25

1. Gift:identify gift, why you appreciate it, explain how you'll use it
2. Favour:tell what the favour means to you(sincere and simple statements)
3. Hospitality:Compliment the fine food, charming surroundin

Front 26

Goodwill- Response

Back 26

- respond to any goodwill message
1. Congratulatory Note
2. Pat on the back

Front 27

Goodwill- Sympathy

Back 27

- refer to misfortune sensitively and offer assistance
1. condolences: praise the deceased, offer assistance in detail, end on reassuring, forward-looking note