Popular in Course
verified elite notetaker
Popular in Business
This 24 page Document was uploaded by an elite notetaker on Monday December 21, 2015. The Document belongs to a course at a university taught by a professor in Fall. Since its upload, it has received 30 views.
Reviews for writing-professional-Business-letters-books
Report this Material
What is Karma?
Karma is the currency of StudySoup.
You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!
Date Created: 12/21/15
97814398/1:1Page 105pp4.qxp UNIT e Communication a g c g u Professional Lettens d WillNeed:anent records, or send significant, sensitive, or confidential messa ges. Althoughlish E-2.dare still a neCessary communication tool. You usually write letters to communicate with E-5.docges to colfeagues. Besides the words you write on the page, your lette r’s design and for- E-7.dIn this unot,Ryou learn about the common guidelines to follow when you c ompose and for-lism. E-9.dvince ryaders tRon Dawson, vice president ofodwill.ess letters that respond to requests, co n- on a rarketing letter to send to anyone who has enrolled on a Quest tour .wants you to work e F OBJECWpite business lettersl letter writing oClose business letters r Answer request letters P Write for goodwilletters 97814390418/11:1Page 106qxp e ETIT omnannioderstanding Professional g c Letter Writing a u tion. Although business letterg are used less frequently than other comm unication media such as electronic customers, a business letter is the most appropriate choice. Figure E-1 shows examples of typical business review the guidelines for composing business letters.son asked you to write, y ou want to DETAIUse a business letter when you need to: • Communicate with someone you don’t know You usually sendtablish a professional relationship. Although an e-mail message is easier to write and faster to send, your organization.our communicationture can make your message seem too personal or bold. company.usiness letter is often the best choice. Business letters produce a per manent record, especially when they QUICK•TDeliver bad news or discuss a sensitive mattercial offers. with a return receipting a written letter shows your reader that you take its s ubject seriously. In addition, busi- was delivered.prgoodwillbe confidential and are more private than digital forms of communication. each case, F letter—including the stationery, typeface, and signature—expresses emotion more effectively In Use a telephone call, personal visit, or e-mail message when you need to : • Deliver a message as quickly as possible oxpress services are an option, though delivery costs are high. can take several days to be delivered. Overnight r•For day-to-day communication with someone you know, a letter is generally too formal. Exceptions are •wWrite about a routine subjectp goodwill or need to produce a written re cord. P For routine communication such as requests and responses that do not nee d to create permanent records,ssages. maintain confidentiality, express formality, or deliver persuasive arguments, use e-mail or phone calls. Written CWriting Professional Letters 978143904118/11:1Page 107xp e FIGUExamples of business letters Written Communication agreements g c a Communicate g u you don’t know d n o e r p C Deliver bad e news o R y r t o goodwill r e F t p o o TeodsotfNvbsestr?e subscriptionJnl r was sohe Wall Stre.eTare still very much alike and even work for thee longest running direct response letter ever written. “It’s the ‘Hamlet,’“What made the Rosenfield, a direct-marketing consultant. What makes this simple,etter by buying subscrip- tell an engaging story. The letter begins with the lines, “On a beautifultters in the world . ated from the same ber 22, t”trel cember 26, 2006.ike, these twou- Writing PrWritten Communication 107 9781439041128/11:10Page 108 UNTIT e E Writing Business Letters g Cmmnaonioefore you write a business letter, establish the goal or purpose of the communication. Are you making a your audience and anticipate the reaction uo your message. When you star t to write, follow the standard professionalism and simRon gives you a letter from a customer inquir-c ESSENTIstyle on Quest stationery.Caribbean anddCentral America. You begin a letter in response using the block ELEMENTS n o 1Most business letters are written on letterhead stationery that includes the company name, street address, telephone and fax numbers, and Web site address. A logo usually identifies the organization. Figure E-3 2. Datelineletterhead foC QuestpSpecialty Travel. rent date for your letters. Don’t pre- or postdate business letters.r digits in the year. Always use the cur- 3. Inside address f and mailing addreos.nclRdes basic information about the recipient: name, title, and the organization’s name When youA business letter is considered formal communication and should always s tart with a salutation. This is usu- use a colon (:) afteyowedD,rs. Alvarez.’s name the nam5Your first paragraph should directly express the purpose of your letter. Explain why you are writing so that canned introductory statements.better understand your message. Use a pol ite and conversational tone. Avoid can express good-menF comment, or askanation, or other details related to your message. These paragrap hs should all directly support the specifi7. Closingtpresented in your introduction. Sign youInstead, end with an expression of goodwill, a polite comment or observation, or a request to take aer. your reader know action. copy.nalEnd the letter weceRsespordially. Insert your name four YOP TRY ITnes below the complimentary close to leave room for your handwritten signature. 1. Use a word processor sucE.oteiedrosoft Office Word to with your Data Files, and save it as BusinessLetter.doc 2mat for business letters shown in Figure E-2e the material so it follows t he standard for- 3. Save and close BusinessLetter.doc, then submit it to your instructor as requested Written ComWriting Professional Letters 9781438/1:Page 109E_pp4.qxp e FIStandard business lettergformatmmunication Datelinead a u c Salutationrgssd Details rBodyed to your message Request fClosingonpor goodwill comment and figeature close o R FICustomeryletrer and response on Quest letterhead rt o e F p t logoany ro o Quest P N letterhead WritinWritten Communication 109 97814390411238/121:10Page 110 e UEIIT Wrtnn Using Salutations g c omunaonirepresent. Often, your letter is the first aontact someone has with you and the impression can be lasting. to make a positive impression In addition to writing a letter abouttion establishes a friendly tone and helps Quest ecotours in the Caribbean and Central America, you need to send si milar letters to other customers, ESSENTIAadjustments such as revised salutations. theddean of a college. You plan to use the same letter with slight ELEMENTS n o QUICK T1. Salutation format e r salutations because. for the courtesy title, unless you are addressing someone with a formal title such as Dr. tions about the agend. p your readeThe punctuation in your salutation signals the intent of your letter. Follow salutations in business corre- QUICK TIPspondence with a colonf(:), and follow salutations in personal letters with a comma (,). include yoWhen writing a formal letter, dosratoisainde the reader’s first name in theD salutationtheir firair.Bo)bonly (DyRu have a friendly relationship with your recipient, you can use QUICK TIP Impersonal salutations such as “Dearyou don’t ynow thername of your rsr e reader’s title (rsonal salutation, such a “To Whom5. Titles of rank and honortn( Resources Depa)r.tment Concern” iWhen writrng particularly formal business letters, you might need to inc lude job titles, rank, or titles of Letters sent Fo politHouberEx.yFigure E-5 lists titles ) used ie typical salutations. 6.Titles andtsalutations are taken more seriously in some countries than th ey are in the U.S. However, the rules writing to someone internationrlialtrionsafest approach is to use the tTss can be embarra ssing. If you are oand write your letter with a formal tone. Table E-1 summarizes the do’s and don’ts for writing salutations. YOU TRYrIT 2. Based on the information in Salutations.doc, write appropriate salutatio ns, similar to the P ones shown in Figure E-4 3. Save and close Salutations.doc, then submit it to your instructor as req uested Written ComWriting Professional Letters 9781439048/1:1Page 1114.qxp FISalutations in Quest business letters Communication do not includeions g c “Dear” in businesa letters and date to the righte address n d e r o p salutationscialmics f e FITypical titles on saRutations Dear ProfesEyample: Dear Admiral Williams:ress) ExaProfessionsPoSocialr Cleary: Dear Dr. LasEFample: Dear Ms. Prescott:ess) Example:eDear Dr. Franke: TASalutation do’s and don’ts Format• Use the fo• Don’tomit the “Dear” Name • Use only the reader’s first name for a letter• Don’t include the reader’s first name in a formal Intern• Become familiar with letter customs in your• Don’t assume you can be personal • Use formal personal relationship with your readerif you have a Writing Written Communication 111 978143904118/11:10Page 112p UNIT e Writtenosing Business Letters g Communiness to act on your requests, and thair impression of you. Business lett ers always end with a complimen-ng- your signature, typed name, and title (if you are writing a formal lett er). Figure E-6 shows examples of clos- ESSENTIneed to write a closing, insert a comdlimentary close, and add a signature block. ELEMENTS n 1Readers typically scan the last paragraph in your letter to find action requests, deadlines, and activities that quests because people respond more favorably when treated with respect. Table E-2 summarizes the do’s and don’ts of ending a business lptter. 2Express appreciation when asking for something. You can include your appreciation directly in your re- 3. Maintain goodwillfeciateeyour help in completing this report by Mar ch 15.” continued relationshipR Even when you are writing about a negative subje ct, try to end your business letteror a QUICK 4. Use a traditional close for formal business letters the compthat close, such as deeoyypically show deference to arounR close isyour recipitnt, oo use this close only when deference is appropriate. closes end with anal or informal letters to friends and acquaintances, you can u se complimentary closes such as comma. 6. Inseet your position in the signature block thumb is to list your position if you also included one for your recipie nt. printed name. A good r ule of 7. Include your company name in the signature block oompany’s full legal name one line below the complimentary close and four lines above your signature.e the r8. Provide additional notations on behalf of the company, not individually. reference initials if yoiososlea,t KL wrotebut someone else typed Ker. Include YOU TRY ITe letter and MCD typed it. 1. OpeE3.provided with yoaen.doc Files and sC 2. Review the letter in Closing.doc, and then add a closing paragraph, comp limentary 3. Save then close Closing.doc, then submit it to your instructor as reques ted Written CoWriting Professional Letters 9781439048/11:1Page 113.qxp FIGSample closings Written Communication Action g calculate the final estimate.prila30? That allows plenty of time to Sincerely, g u John RoAppreciation d please let me know. you need additional resources to prepare for the show, Sincerely, e r John RoGoodwill C p Congratulations on yfur peomotion, and good luck in the future. John Robertson o R TABClosing and signature block do’s and don’ts Closin• Be specific•ston’tcommand the reader, as in “Respond with • Maee it easy to respond by providing contact your attention to this matter” Complimpntaryoy ost• Don’tuse a close that reflects a negative emotion, • Uselycommunicate deference,ows it in formal lettershe Signat• In formal letters, print and sign your full nam•e Don’tsign your first name only in a formal letter • Insert the name of your company if you are signatureon’tsign with your initials only (as you do in a memo) P acting on its behalf Writing PWritten Communication 113 9781439048/11:1Page 114.qxp e UEIT Writing Routine Letters g Communthesimplftroutine letters sent as mass mail, such as sales letters and announc e- direct, informal style called tation, complimentary close, and signature, while focusing on the opening line and the body of the letter.u- ESSENToffering a discount on selected dours. You start by outlining this letter using the simplified letter format. ELEMEN1. Replace the salutation with a subject line stand the rest of the letter.bject emphasizes your purpose so readers ca n immediately anticipate and under- 2Present a clear statemenp of your offer, request, answer, problem you propose to resolve, or action you QUICK3. Provide specifics in the body paragraphs letters. Avoid thist provide specifics about your offer or request, list the be nefits of your ideas, or provide related are the recipient.ssoreadRrs directly as “you,” and focus on how the cont ent of your letter can benefit them.or- 4Minimize the use of paragraphs whenever possible. Instead, use numbered or bulleted lists, tables, and QUICK5. Omit the complimentary closeasier to read. litely request action,lude the letter with your closing paragraph.does not requ ire a complimentary close. Instead, summaricopies of the letter and signing each one would be impractical. If you a re using a color printer to produce YOU TRY ITr letters, you have the option of printing your signature in blue ink . 1. Op-4provided with oies.doca Files and sR oletter formate rough draft of the letter in Routine.doc, compose a letter in the simplified r3.NSave then close Routine.doc, then submit it to your instructor as reques ted P Written Writing Professional Letters 9781438/1:Page 115E_pp4.qxp e FIOutline oLetterheadlifigdcletter formation Dateline a u PurposeFirst linetter Details relatedetoryour message Request fClosiCgonpor goodwill comment and fiteeame FIQuest letter in simplified format ty r r Fo pe t o o r N P WritinWritten Communication 115 9781439048/11:1Page 116.qxp e UEITAnswering Request Letters g Commuwhether you choose to comply. af you are responding favorably, tell your reader that you can accommo- indirectly. A direct response is appropriate if you know your reader prefers direc tness or reasonably expects your decision, and gradually build up to your response. In either case, you should be tactful, polite, and Ron Dawson received a letter from a customer requesting a partial refund of a tour throughout eastern ESSENasks you to write a letter answering the customer’s request.ow to respond to the customer, and then ELEME1. Use a subject liCe p The subject should reeind your reader about the original request letter and provide a context for your re-ation. 2. Respond directlyows a response letter with a subject line. your letter.dorectRapproach is more appropriate, provide your reader wit h an answer in the first sentence of responto someoneys written request, your response might have legal implications. Be sure to review your letter to re4. Write for readabilitynd it. beforeings, and other visual cues to make your response easier to read.ed repl y, use tables, graphics, lists, head- good newsyou can comply with only part of your reader’s request, start with the good news. Explain the bad news tone 6. Conclude on a positive noteetter, but don’t dwell on it. YOU TRY IT you value their relationship and want to continue doing business wi th them. p ossible. Reinforce the ideas r1. NpE5.provided withqisAnswer.docles and sR P 2lines, similar to the message shown in Figure E-9er that follows the recom mended guide- 3. Save and close RequestAnswer.doc, then submit it to your instructor as requested Written Writing Professional Letters 97814398/1:1Page 117pp4.qxp FIResponse to customer requesttten Communication g c a u g d e n ro p C e f o R elemento letteredon’ts and don’ts SubjeMarch 10 inquiry about shipping dates”etailect: Y Direc• If you cannot comply with the request, use a directe a direct approach if your reader might respond Indir•responsein• Don’tuse negative language or make promises youponse ro•positive notebad news clearly, then end on a N P WritingWritten Communication 117 978143908/11:1Page 1184.qxp UNIT e Writtenting Persuasive Letters g c Communize a request, purchase goods or services, or do a favor for you. Persuasion is not only an art for salespeo ple— point, persuasive communication requires careful planning and an indirec t approach. Figure E-10 outlinesing their ESSENof a persuasive letter encouraging companies to join the program.s. Ron asks you to write the first draft QUICK1. Capture your reader’s attention persuasion by high-ment, unpxpected declaration, or other attention grabber. t. Open with an engaging question, underlining.eaders are interested in information that is relevant to them, help s to solve their problems, or bene- 3. Introduce your request what is beneficial to them.age from your reader’s perspective to identify their conclusion to your opening paragraph, as shown in Figure E-11.esting. Your request should be a logical 4In many cyses your reader will have questions and concerns about your me ssage. It’s human nature to resist 5. Call your reader to actionch, or other evidence to support your position and enhance your credibil ity. tive attiFude when making your request. Avoid the extremes of sounding too aggressive or too timid.n a posi- YOU T1. Op6.provided witvidse.docta Files, and sP 3. Write a persuasive letter that includes the elements shown in Figure E-10 o. Save and close Persuade.doc, then submit it to your instructor as reques ted r N P Written Writing Professional Letters 9781438/1:Page 119E_pp4.qxp e FIElements of a persuasiveglettermmunication a u c g d 2. Develop reader’s interest 4. Anticipate questpons 5. Call to actfone o R FIPersuasiye lrtter to Quest customers rt o e F p t the reader’spture ro o attention P N point of viewibed to fulfill and resistanceions WritinWritten Communication 119 97814390418/11:1Page 120qxp e ENITWriting for Goodwill g Communication develop and foster the professional relationships that are crucia l to your career success through apology. Finding the appropriate worus to express your goodwill can be more dif ficult than writing a stan- ESSENTto Hawaii, a pair of customers sent you a gift. You want to write them a letter to express your thanks.t, as ELEMENTS n d letter conveys the to thank someone for a gift or favor, express sympathy, or offer congratulations, write a good- as important.reader meaningful to your reader.can compose your thoughts while t he idea is fresh. A prompt message 2Provide brief detailC about the reason for your message. A common proble m with goodwill messages is they d, be specific, af in Cengratulations on your promotion to assistant manager. That is quite an accomplishment. on the reader is tosages should focus on your reader, not on you. Avoid starting sentences with “I” or making by name.our reader. sobjecR of the sentence. In most cases, you can rewrite the se sentences to focus attention on 4complish their purpose in a single paragraph. idea and do not need to fi ll an entire page. Most can ac- 5. Handwrite whon appropriate sonal stationary.ages. Short thank-you and recognition notes are often h andwritten on note cards or per-r 6Goodwill messages are personal communication and should be written as th ough two people were having a gopdwill message written to a group of Quest customers.words that reflect sincerity. Figure E-13 shows a YOU TRY IT o r2. Based on the information in the document, write a goodwill letter simila r to the one 3. Save and close Goodwill.doc, then submit it to your instructor as reques ted P Written CWriting Professional Letters 978143904118/11:10Page 121p e FIGUExamples of goodwill messages Written Communication potted plant. The shape of the vine isy you spoke of herr my office. More than anything, however, I for Please welcoming me to the department.in u Thank you messSympathy message g d n FIGUThank-you letter to Quest cuetomerr o C p e f o R Explains y r writingfor r t o F e readers on p t short message o Rsodoopatwhgowieaesl m If you receive a complaint from a customer about your company’spating complaints Plaint or act defensive, the customer is likely to leave your businessd Taylor. After according to JanCrftaoarlow and Claus Moller,Aau the travelers along with ticket vouchers. to tell businesses that there is room for improvement,” the authorsefire way to build cus- customer for the comPublishers; 2nd edition (August 1, 2008), and Editors, “25 companie s where for the mistake, andcustouts,i”nessWeek, April 1, 2008.t Airlines Writing PrWritten Communication 121 978143908/11:Page 122p4.qxp UNIT e Communicationgy@Work: Instant g c Messaging a u net. Because they are short,dinformal, and impermanent, instant messages are the opposite of letters, message and respond to it immediately. IM software for personal use is classified as consumer instant business use is considered enterprise instant messaging (EIM). Figure E-15 shows the Web site for Quick IM, ESSEincluding its pros and cons.cation among travel tour developers and the office. He asks you to research IM, ELEM1. Organize contacts into categories ample. This means you can easily keep your professional IMs separate fro m personal IMs. However, to par- ex- tions when you are working.work. Make sure they know you need to concent rate on professional conversa-e when 2The insttntaneous feature of IM is both an advantage and disadvantage. I nstead of waiting for an answer to 3. Save instant messages for future referenceect, conversation, or meetin g.immediately. However, IM can be a examele. You can also send, receive, and save attachments to messages. However, viruses can infect IMs asr 4. Use professional languagenned by antivirus software.sure you open only attachments you expect to re- is a common IM shorthand response. However, these techniques are inappropriate and overly casual in pro- rbeNclear, complete, and professional. be more informal than in a standard business letter, but it should still YPU 1. Use your favorite search engine to research enterprise instant messaging (EIM) and con- 2. Find at least one example of EIM and one example of CIM software 3. Write a list of their differences, and submit the list to your instructor as requested WrittenWriting Professional Letters 978148/1Page 123itE_pp4.qxp FIYahoo Messenger, a CIMen Communication ag c g du enro C p f e FIQuick yM, an EIM rt o et F op o P r N WritiWritten Communication 123 97814390418/11:1Page 124qxp e www.cengagst your boog,strated/so,ftssemore online. Visitg Practice these exercises and submit them to your instructor. d SOFT SKILLS REVIEW a u Understand professional letter writing. 1a. For routine communication winh colleagues c. To deliver messages outside of an organization 2. In which of the feltrest choice?stances is a businn b. You need to d. You want to organize a meetingu don’t know Write business letters. C p 1a. Identify thec. Callfthe letter recipientiness letter? 2a. more approprc. a format that omits the salutation and signature b. the standardd. appropriate for casual messages 1. Why should youystart a business letter with a salutation? b. To avoid deld. To open with a friendly, proper greetingen text 2a. When writingc. When responding to complaint letters, or titles of honor in a salutation? b. When wrieingd. Only for goodwill messages 1. What ip important about the closing paragraph of a business letter? b. It explaons d. It presents the main ideas willingness to respond to your request 2a. Dradline ofuc. Contact informationo Write routine letters.ect command, such as “Respond as soon as possible.” 1. You use the simplified letter format for: 2. How should you start a letter written in the simplified letter format? b. With a joked. With an apologyion of gratitude Written Writing Professional Letters 9781439048/1:1Page 1254.qxp Answer request letters. Written Communication 1a. If you arec. If your reader might react negatively to your response 2. How should you start a letter written using the indirect approach? b. By establid. By summarizing the problem 1. Which otal of a persuasive letter? b. To expressd. To have the reader authorize a request 2a. Introduce c. Ask a question that captures the reader’s attention Write for goodwill.tivCte aption by requesting a specific response 1a. Appreciatic. Bad newseare included in goodwill communication? 2. Goodwill messaoes sRould:iness b. follow thed. focus on the reader, not on you 1. How can instant messages be considered the opposite of business letters? b. Their prrpd. They are not intended to establish goodwill corporate audience only 2b. They focus settingsriter, not the readeroverly casual in professional? p t d. They are entertaining 1. A supplier sends you an expensive gift with a note that thanks you for “ bending the rules” to his benefit. 2. ro you think persuasive writing techniques involve deception? Find examp les of deceptive persuasive 4. Your supervisor hands you a stack of letters and asks you to respond them. One of the letters is from a Pspond to the letter? How do you handle the situation with your supervisor?a sales call. How do you re- 5you blame the error on a computer problem or explain that someone else is responsible? O r should you accept the blame, even if it means losing this customer? What if it mean s losing your job? Writing Written Communication 125 978143908/11:Page 126p4.qxp d INDEPENDENT CHALLENGE 1 e of marketing, hands you a letter fromca customer who is requesting infor mation about Overland Design’s services. Figure E-16 shows FIGURE E-16r letter. Marshalluasks you to write a letter in response. g d n o e r C p f e o R ty r r o aas WeRe.view the contents of the document.iles, and save itE c. Write an opening sentence that directly responds to the request in the WebRequest document. dgrapoic highlighting techniques to make the letter body easy to read.Respo nd positively to each request.) Use lists and g. SaveNand close WebServices.doc.y to fix any grammar or formatting errors ., and signature block. d INDEPENDENT CHALLENGE 2 Crandall, the Four Winds regional manager, is working with an English-speaking supplier in France. She asks you t o format and finish a letter she started requesting information about the French appa rel. You need to revise and format the letter. aas FourWindsLetter.doc.ed with your Data Files, and save itE WrittenWriting Professional Letters 978143908/11:Page 127p4.qxp b. Review the FourWindsLetter document, and then plan your revision. Enter the information for the Overland Designs d. Write and format the body of the letter.hes goodwill and a courteous tone .for a French reader. f. Proofread the document carefuluy to fix any grammar or formatting errors . g. Save and close FourWindsgettdr.doc. This Independent Challengenreouires an Internet connection. ence, such as an instruceor rr former employer.hington, D.C., and need to send a letter to someone who can act as a r efer- b. Read about the elCgibility requirements and application procedures.igi bility requirements and application procedures. cinclude the follofing elements: can act as a reference for the internship, such as an instructor or employer. Be sure to •Well-organized message body d. Proofread the message carefully to fix any grammar or formatting errors. e. Save the tytter and provide it in the format specified by your instructo r. This Independent Challenge requires an Internet connection. overseas with a small group and help your client companies install compu ters and software. You are planning a trip toavel Ba. Using your favorite search engine, search for information about the proper letter format to use when writing to Eng- b. Meet as a team to assign the following tasks: Note the addresses of th e Web sites that provide the most useful infor- •ReseNrch transportation in Beijing d. Individually, write a letter to the appropriate hotel staff member inquiring about r ooms for your team, cost per on your research. charges, and use of a conference room. Include any oth er details that seem appropriate based e. Save the letter and provide it in the format specified by your instructo r. WritingWritten Communication 127 978148/1Page 128itE_pp4.qxp d BE THE CRITIC e makes specific suggeaticns for improvement. Send the critique to your in structor.hat lists the weaknesses of the letter and FIGURE E-17 g du enro C p f e y or R rt o et F op o P r N WrittWriting Professional Letters
Are you sure you want to buy this material for
You're already Subscribed!
Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'