communicating in the workplace canadian ed. 6 - chapter 9 1 communicating in the workplace sixth...

Communicating in the Workplace Canadian Ed. 6 - Chapter 9

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COMMUNICATING IN THE WORKPLACESixth Canadian Edition

CHAPTER 9

WRITING BUSINESS CORRESPONDENCE – Part 2


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Section 9.1 Business Letters – Parts and Format

BUSINESS LETTER PARTS

Letterhead Company name

Date line Writer’s identification

Inside address Reference initials

Attention line File name notation

Salutation Enclosure notation

Subject line Transmittal notation

Body Postscript

Complimentary Closing


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• Standard Punctuation– Dear Mr. Smith:

– Sincerely,

• Open Punctuation– Dear Mr. Smith

– Sincerely


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• BLOCK FORMAT

All letter parts begin at left margin (except tables and other offset material).

• MODIFIED BLOCK FORMAT

Following parts begin at the mid point:

Date line

Complimentary closing

Writer’s identification


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• SIMPLIFIED FORMAT– Each part begins at left

margin

– No salutation

– No complimentary closing

– All-capital subject line

– All-capital writer’s identification line (name and title)


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• SOCIAL-BUSINESS LETTER FORMAT– Written to a business

colleague but the subject matter is more social than business

– Uses modified block format, but places the “inside address” at the left bottom margin

• PERSONAL-BUSINESS LETTER FORMAT

- Written by a private individual for business purposes (e.g. to order a catalogue)

- Uses modified block format, but writer’s address appears after the writer’s identification line


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Section 9.2Informing and Requesting

INFORMATIVE MESSAGES

• Giving instructions

• Giving directions

• Making announcements– Events

– People

– Meetings

– Procedures


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WRITING REQUESTS

• Be complete

• Be precise

• Be reasonable

• Be courteous


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WRITING CLAIM LETTERS

• Get the facts.

• Describe the claim completely and accurately.

• Avoid accusations, threats, and demands.

• Suggest reasonable solutions.


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Section 9.3Responding to Requests

ANSWERING REQUESTS

• Be prompt

• Be helpful

• Be sales-minded

• Be specific

• Be complete

• Be positive


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Section 9.3Responding to Requests

WRITING ADJUSTMENT LETTERS• Review all the facts.

– Consider the following viewpoints:company responsibility; the claimant; the transaction; the law

• Possible decisions:– Claim is allowable– Claim is partially allowable– Claim is not allowable


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Section 9.4Persuasive Communications

WRITING SALES LETTERS

• Understanding Buying Motives– Identifying needs and wants

Needs are vital but relatively few (e.g. clothing, shelter, food)

Wants are endless. (e.g. status, approval of others, convenience)

– Satisfying needs and wants

Show how purchasing the service or product will provide your readers with prestige, good health, fun, etc.


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WRITING SALES LETTERS

Objectives of Sales Letters

1. Attract the reader’s attention.

2. Create interest in your product or service.

3. Create a desire to buy.

4. Prompt the reader to take action.


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WRITING CREDIT AND COLLECTION LETTERSIn a five-letter follow-up series, the following procedure will be used.

1. Clear and firm, but still give the customer the benefit of the doubt.

2. Remain friendly and courteous, but firmer and more insistent.

3. More insistent and forceful.

4. Demand payment.

5. State what legal action will be taken if payment is not made.


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Section 9.5Public Relations Letters

• Public relations is the business of influencing the public’s feelings or attitude toward a company or an organization.

• Opportunities to do this include:– Promoting a new business– Announcing a special privilege or service– Offering special incentives– Welcoming new residents– Congratulating someone for a special achievement– Inviting people to a special event– Thanking someone for his or her business


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Section 9.6Social-Business Communications

1. Congratulations LettersFor promotions, for anniversaries, for retirements

2. Thank-You LettersFor gifts, for hospitality, for recommendations

3. Condolence Letters

4. Formal Invitations and RepliesMay be used for events such as a special reception or formal social gatheringUsually engraved or printed, and are written in the third person


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Section 9.7Form Paragraphs, Form Letters, and Templates

FORM LETTERS

Advantages1. Saves time in planning, dictating, and transcribing.

2. Can respond more quickly to routine writing situations.

3. Content quality will be better.

4. Fewer errors.

5. No rekeying. Simply select and print.

Disadvantages1. Personal touch can be lost.

2. Reader reaction may be negative.

3. Some writers may use them when they are not appropriate for the writing situation.


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Section 9.7Form Paragraphs, Form Letters, and Templates

TYPES OF FORM LETTERS

• Form Letters

Used to respond to identical situations

• Form Letters with Variables

Used when similar, but not identical, responses are needed

• Letters with Form Paragraphs

Used for similar writing situations that occur frequently but vary in content (e.g. responding to job applicants)

communicating in the workplace canadian ed. 6 - chapter 9 1 communicating in the workplace sixth...

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