©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 1 Analyzing the Structure of Positive Letters Opening Body Closing Anaconda Trading Co Anaconda Drive Victorville, CA

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 2 Structure of Positive Letters: Opening Frontload in the opening.  Begin with the main idea.  Tell immediately why you are writing. Anaconda Trading Co Anaconda Drive Victorville, CA

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 3 Structure of Positive Letters: Body Explain in the body.  Present details that explain the request or response.  Group similar ideas together.  Include graphic highlighting to spotlight main points. Anaconda Trading Co Anaconda Drive Victorville, CA

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 4 Ch. Slide 4 Structure of Positive Letters: Closing Be specific and courteous in the closing.  For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate.  For other routine letters, provide a courteous, concluding thought. Anaconda Trading Co Anaconda Drive Victorville, CA

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 5 Useful for both internal and external communication Appropriate for short, need-to- know messages, setting up appointments, giving updates, and getting answers to specific questions Inappropriate for sensitive or confidential issues, building trust, or bonding Interoffice Memos Useful for internal messages that require formality or permanent records Appropriate for delivering instructions, official policies, reports, long documents, and important announcements Business Letters Useful for external messages that require a permanent record and confidentiality Appropriate for conveying formality, sensitivity Can deliver a persuasive, well- considered message Comparing Typical Positive Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 6 Formatting Hard-Copy Memos MEMORANDUM DATE: April 5, 2012 TO: Dawn Stewart, Manager FROM: Jay Murray, Vice President SUBJECT: Telephone Service Request Forms To speed telephone installation and improve service within the main facility, we are starting a new application procedure. Service request forms will be available at various locations within the three buildings. When you require telephone services, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White. Please call me at if you have any questions about this new procedure. JM Start the dateline 2 inches from the top of the page. Set side margins at 1 to 11/4 inches. Align text after guide words Leave two blank lines between Subject and the first line of the memo. Single-space within and double-space between paragraphs. Put sender’s initials here

Ch. 8, Slide 7 Formatting Business Letters WEB: 5090 Katella Avenue PHONE: (310) Anaheim, CA FAX: (310) May 18, 2008 Ms. LaTonja Williams Health Care Specialists 2608 Fairview Road Costa Mesa, CA Dear Ms. Williams: Subject: Formatting Business Letters WEB: 5090 Katella Avenue PHONE: (310) Anaheim, CA FAX: (310) May 18, 2008 Ms. LaTonja Williams Health Care Specialists 2608 Fairview Road Costa Mesa, CA Dear Ms. Williams: Subject: Formatting Business Letters LetterheadDateline Inside Address Salutation Subject Line CYPRESS ASSOCIATES, INC. 2 inches from top of page 2 to 7 blank lines 1 blank line

Ch. 8, Slide 8 At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these: 1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch. 2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is lower. 3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones. The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes the least trouble. In modified block-style letters, At your request, this letter illustrates and explains business letter formatting in a nutshell. The most important points to remember are these: 1. Set margins between 1 and 1½ inches; most word processing programs automatically set margins at 1 inch. 2. Start the date 2 inches from the top edge of the paper or 1 blank line below the letterhead, whichever position is lower. 3. Allow about 5 lines after the date—more lines for shorter letters and fewer lines for longer ones. The two most popular letter styles are block and modified block. Block style, with all lines beginning at the left, causes the least trouble. In modified block-style letters, Numbered list for improved readability One blank line between paragraphs

Ch. 8, Slide 9 the date and closing lines start at the center. For both styles the complimentary close is followed by three blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below. So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams. Sincerely, Sharon Montoya Executive Director SM: lef Enclosure the date and closing lines start at the center. For both styles the complimentary close is followed by three blank lines before the writer’s signature. Reference initials and enclosure notations, if used, appear in the lower left corner, as shown below. So that you can see additional styles, I’m sending our office style guide. I certainly hope this material is helpful to you and your assistants, Ms. Williams. Sincerely, Sharon Montoya Executive Director SM: lef Enclosure Complimentary Closing Printed Name and Title Reference Initials 1 blank line 3-4 blank lines

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 10 Formatting Business Letters 2012

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 11 Formatting Business Letters

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 12  Opening  Ask a question or issue a polite command (Please answer the following questions...).  Avoid long explanations preceding main idea. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 13  Body  Explain your purpose and provide details.  Express questions in parallel form. Number or bullet them. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 14  Body  Use open-ended questions to elicit the most information (What steps are necessary …?) instead of yes-or-no questions (Can she conclude her contrac- tual obligation … ?). Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 15  Body  Suggest reader benefits, if possible. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 16  Closing  State specifically, but courteously, what action is to be taken.  Set an end date, if one is significant. Provide a logical reason for the end date. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 17  Closing  Avoid cliché endings (Thank you for your cooperation). Show appreciation, but use a fresh expression.  Make it easy for the receiver to respond. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 18 Routine Request Letter Dear ResumePro Product Manager: Please send me information about your ResumePro software program, which I read about in the March issue of Workforce magazine. My company receives hundreds of résumés daily, and, frankly, we need help in processing them. Answers to the following questions would help us determine whether ResumePro could solve our problem. 1. In terms of fonts and formats, what kinds of résumés can your software program read? 2. Can the program help us sort and rank candidates by categories such as job classification, education, work history, skills, and experience? 3. How does your company provide training and trouble-shooting service for your software? Thanks for answering these questions and for providing any other information about ResumePro. I would appreciate your response by April 1 so that we can study the program before the rush of job applications in June. Sincerely,

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 19  Subject Line  Identify the topic and any previous correspondence.  Use abbreviated style, omitting articles (a, an, the). Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 20  Opening  Deliver the information the reader wants.  When announcing good news, do so promptly. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 21  Body  Explain the subject logically.  Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability.  Promote your products and your organization to customers. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 22  Closing  Offer a concluding thought, perhaps referring to the information or action requested.  Avoid cliché endings (If you have any other questions, don’t hesitate to call).  Be cordial. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 23  Opening  Introduce the instructions.  Explain why the instructions are necessary. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 24  Body  Divide the instructions into steps.  List the steps in the order to be carried out.  Arrange the items vertically with bullets or numbers. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 25  Body  Begin each step with an action verb. In parallel form. Not this: An advertisement for a position should be written. But this: Write an advertisement for a position. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 26  Closing  Explain how following the instructions will benefit the reader.  Use a polite, positive tone here and throughout the message. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 27  Opening  Explain immediately what you want done.  State the remedy briefly when it is obvious (Please credit my Visa account …).  Explain your goal when the remedy is less obvious. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 28  Body  Explain the problem and justify your request.  Provide details objectively and concisely.  Be organized and coherent. Don’t ramble. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 29  Body  Avoid becoming angry or trying to fix blame.  Include names and dates with previous actions. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 30  Closing  End courteously with a tone that promotes goodwill.  Request specific action, including end date, if appropriate. Direct Claims, Complaints Act promptly in making claims and always keep a copy of your message.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 31  Opening  When approving a customer’s claim, announce the good news (adjustment) immediately.  Avoid sounding grudging or reluctant. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 32  Body  Strive to win back the customer’s confidence; explain what went wrong (if you know). Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 33  Body  Apologize if it seems appropriate, but be careful about admitting responsibility. Check with your boss or legal counsel first. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 34  Body  Concentrate on explaining how diligently your organization works to avoid disappointing customers.  Avoid negative language (trouble, regret, fault). Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 35  Body  Avoid blaming customers – even if they are at fault.  Avoid blaming individuals or departments in your organization. It sounds unprofessional. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 36  Closing  Show appreciation that the customer wrote.  Consider expressing confidence that the problem has been resolved.  Thank the customer for past business.  Refer to your desire to be of service. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 37 The Five Ss of Goodwill Messages Five Ss of Goodwill Messages Short Spontaneous Sincere Specific Selfless

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 38 The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy: Be s elfless Discuss the receiver, not the sender not the sender.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 39 Cite specifics rather than generalities. Be s pecific The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 40 Show your honest feelings with unpretentious language. Be S incere The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 41 Make the message sound natural, fresh, and direct. Avoid canned phrases. Be S pontaneous The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 42 Although goodwill messages may be as long as needed, they generally are fairly short. Keep it S hort The Five Ss of Goodwill Messages In expressing thanks, recognition, or sympathy:

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 43 By John S. Donnellan  Send a brief note expressing your appreciation.  Tell how good the message made you feel.  Accept praise gracefully. Don’t make belittling statements. (I’m not really all that good!). Answering Congratulatory Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 44 END