NOTE: This slide provides information for only the instructor NOTE: This slide provides information for only the instructor. If you use the F5 key to switch to slide show view, this slide will not be displayed. The slideshow was optimized for PowerPoint 1997-2003. If you view it in PowerPoint version 2007 or “compatibility mode,” some slight format changes may occur as is inevitable with any kind of conversion. Potential changes will be limited to spacing or animation and can be adjusted. Because one or more slides in this presentation provide you with an "Adobe Acrobat Document," please note the following when you see the Acrobat icon: While in Slide Show view, single-click the "Adobe Acrobat Document" icon and a second window will open in front of the slide.  You will be working with the document in a second program that works on top of the PowerPoint program but still keeps your slide open in the background. Adobe Acrobat Reader must be installed on your computer to display the model documents. The program is available free at http://www.adobe.com/products/acrobat/readstep2.html As you scroll up and down the document, please remember that some Acrobat documents are longer than one page. In addition, some documents contain comments or questions following the letter that can serve as a basis of class discussion of the document. For best viewing of the document, maximize the Acrobat Reader window. If your students are unable to read the document in your classroom setting, then increase the zoom option located on the toolbar of the Acrobat Reader window to enlarge the font's viewing size or simply select Fit Width. When you're finished viewing the document, close the Acrobat Reader window and proceed with the PowerPoint slide show that will have stayed open behind the Acrobat Reader window.

CHAPTER 6 Positive Messages

Understanding the Power of Business Letters Why are letters still important in business? They produce a permanent record. Unlike e-mail, they are confidential. They convey formality and sensitivity. They deliver persuasive, well-considered messages.

Writing Plan for Request for Information or Action Opening Body Closing Ask the most important question first or express a polite command.

Writing Plan for Request for Information or Action Opening Body Closing Explain the request logically and courteously. Ask other questions if necessary.

Writing Plan for Request for Information or Action Opening Body Closing Request a specific action with an end date, if appropriate. Show appreciation.

Improving Openers for Routine Request Letters Opening Body Closing Weak I’ve been given the task of locating a convention site for my company’s meeting. I’ve 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.

Improving Openers for Routine Request Letters Weak My company is interested in building a commercial Web site. I noticed at your site an offer to have a representative visit and discuss plans. We are eager to have someone visit us. Improved Please have a representative visit my company to discuss building a commercial Web site.

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

Improving Closings for Routine Request Letters Opening Body Closing Weak Thanks for any information you can 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.

Improving Closings for Routine Request Letters Weak Hoping to hear from you at your earliest convenience. Improved Please call us at (213) 457-2998 before April 4 to arrange an appointment during the week of April 10. Thank you for your cooperation. Your answer to my inquiry will help me make my printer choice. Thanks!

Parts of a Business Letter The next four slides illustrate basic information on proper placement and formatting of business letters. Remember to refer to Appendix A, Reference Guide to Document Formats, for more details on this topic.

2 inches from top or 1 blank line below letterhead 2 – 10 lines between dateline and inside address 1 blank line (double space) 1 blank line (double space) Single-space para-graphs; leave 1 blank line (double space) between paragraphs

1 blank line (double space) Hit ENTER four times after complimentary close to allow space for signature 1 blank line (double space)

Ineffective Information Request Take note that the letter example you will see on the next slide illustrates the personal business letter. Prepare on plain paper instead of printed letterhead. Include your home address (street, city, state, zip) but not your name. Note that the rest of the personal business letter format is the same as other business letters.

Ineffective Information Request Open letter by clicking icon at right. As you read the letter, Evaluate its content. Identify areas for improvement.

Improved Information Request As you read the improved letter on the next slide, notice how it Saves the reader’s time by starting directly with the information request. Makes it easy for the reader to identify what specific questions need to be answered. Closes appropriately with appreciation and requesting a specific action with an end date.

Improved Information Request Open letter by clicking icon at right.

Writing Plan for a Direct Claim Opening Body Closing Describe clearly the desired action.

Writing Plan for a Direct Claim Opening Body Closing Explain the nature of the claim. Use directness that helps reader know the wrong and enhances the likelihood of a satisfactory response Tell why the claim is justified. Provide details regarding the action requested.

Writing Plan for a Direct Claim Opening Body Closing End pleasantly with a goodwill statement. Include end dating if appropriate.

Ineffective Direct Claim Open letter by clicking icon at right. As you read the letter, Evaluate its content. Identify areas for improvement.

Improved Direct Claim Open letter by clicking icon at right.

Writing Plan for Direct Replies Subject Line Subject Line Opening Opening Body Body Closing Identify previous correspondence. Deliver the most important information first.

Writing Plan for Direct Replies Subject Line Opening Body Body Closing Closing Arrange the information in a logical sequence. Explain and clarify the information. Build goodwill. End pleasantly.

Open letter by clicking icon at right. Effective Reply Open letter by clicking icon at right.

Writing Plan for Adjustments Subject Line Opening Body Closing Subject line is optional. Identify previous correspondence. Make a general reference to the main topic.

Writing Plan for Adjustments Subject Line Opening Body Closing Grant the request or announce the adjustment immediately.

Writing Plan for Adjustments Subject Line Opening Body Closing Provide details about how you are complying with the request. Strive to regain the reader’s confidence. Apologize if appropriate, but don’t admit negligence. Include resale or sales promotion if appropriate.

Writing Plan for Adjustments Subject Line Opening Body Closing End positively with a forward-looking thought. Express confidence in future business dealings.

Effective Adjustment Letter Open letter by clicking icon at right.

The Five Ss Tips for Writing Goodwill Messages Be selfless. Be specific. Keep the message short. Tips for Writing Goodwill Messages Be spontaneous. Be sincere.

The Five Ss Be selfless. Discuss the receiver, not the sender.

The Five Ss (You did a good job), include Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). Be specific.

Show your honest feelings The Five Ss Show your honest feelings with conversational, unpretentious language (We’re all very proud of your award). Be sincere.

The Five Ss Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate...). Be spontaneous.

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

Writing Thank-Yous Cover three points in gift thank-yous. Identify the gift. Tell why you appreciate it. Explain how you will use it. 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. Gush: Praise so much.

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

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. We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely,

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 awkward-ness or embarrassment.

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).

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.

END