Essentials of Business Communication

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Writing Plan for Information Request

• Opening Ask the most important question
  first or express a polite command.
• Body Explain the request logically and
  courteously. Ask other questions if
  necessary.
• Closing Request a specific action with an
  end date, if appropriate, and show
  appreciation.

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Improving Openers for Routine Request Letters

• 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.

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Improving Openers for Routine Request Letters

• Weak
• While reading WIRED magazine, I noticed an offer
  of a free video describing your Web-building
  software.
• Improved
• Please send me your free video describing your
  Web-building software.

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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 that we would like to use in our
  program.
• Improved
• What is the procedure for ordering a copy of a
  photograph to be used for training purposes?

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Improving Closings for Routine Request Letters

• Weak
• Thanks for any information you 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.

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Improving Closings for Routine Request Letters

• Weak
• Hoping to hear from you at your earliest
  convenience.
• Improved
• Please send the video by August 15.

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Improving Closings for Routine Request Letters

• Weak
• Thank you for your cooperation.
• Improved
• Your answer to my inquiry will help me make my
  printer choice. Thanks!

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Parts of a Business Letter
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Parts of a Business Letter
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Parts of a Business Letter
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Writing Plan for an Order Request

• Opening Authorize purchase of items. Suggest
  method of shipping.
• Body List items vertically. Provide quantity,
  order number, description, and unit price.
• Closing Request shipment by a specific date.
  Tell method of payment. Express appreciation.

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Writing Plan for Simple Claim

• Opening Describe clearly the desired action.
• Body Explain the nature of the claim. Tell why
  the claim is justified. Provide details
  regarding the action requested.
• Closing End pleasantly with a goodwill
  statement. Include end dating if appropriate.

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Writing Plan for Grantinga Claim

• Subject Line (optional) Identify previous
  correspondence.
• Opening Grant the request or announce an
  adjustment immediately.
• Body Provide details about how you are
  complying with the request. Try to regain the
  readers confidence. Include resale or sales
  promotion if appropriate.
• Closing End positively with forward-looking
  thought. Express confidence in future business
  dealings.

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Writing Plan for a Letterof Recommendation

• Opening Identify the applicant, the position,
  and the reason for writing. Establish your
  relationship with the applicant.
• Body Describe applicants job duties give
  specific examples of skills and attributes.
  Compare with others in field.
• Closing Summarize applicants significant
  attributes. Offer an overall rating. Draw a
  conclusion regarding the recommendation.

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Three Kinds of Goodwill Messages

• 1. Letters of appreciation
• To customers for their business
• To hosts and hostesses for their hospitality
• To colleagues for jobs well done
• To individuals who have performed favors

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Three Kinds of Goodwill Messages

• 2. Letters of congratulation
• For engagements, marriages, anniversaries, births
• For promotions, appointments
• For awards
• For any significant event

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Three Kinds of Goodwill Messages

• 3. Letters of sympathy
• To console a friend, relative, or loved one

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Goodwill MessagesCards or Personalized Letters?

• Typical Greeting Card Thank-You Message

It's wonderful to visit with someone as nice
as you You make your guests feel so at
home by everything you do. So this just comes
to thank you in a warm and special way For
your hospitality was enjoyed much more than
words can say!
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Goodwill MessagesCards or Personalized Letters?

• 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.
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Goodwill MessagesCards or Personalized Letters?

• Personalized Thank-You Letter

We appreciate the opportunity you provided for
us students to become better acquainted with each
other and with you. Sincerely,
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Tips for Writing Goodwill Messages
The Five Ss

• Be selfless. Discuss the receiver, not the
  sender.
• 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).

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Tips for Writing Goodwill Messages
The Five Ss

• Be sincere. Show your honest feelings with
  conversational, unpretentious language (We're all
  very proud of your award).
• Be spontaneous. Strive to make the message
  natural, fresh, and direct. Avoid canned phrases
  (If I may be of service, please do not hesitate .
  . . . ).

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Tips for Writing Goodwill Messages
The Five Ss

• Keep the message short. Remember that, although
  they may be as long as needed, most goodwill
  messages are fairly short.

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Writing Thank-Yous

• Cover three points in gift thank-yous.
• Identify the gift.
• Tell why you appreciate it.
• Explain how you will use it.

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Writing Thank-Yous

• 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.

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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

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Answering Congratulatory 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 awkwardness or
  embarrassment.

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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).

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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.

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End