1. Essentials of Business Communication, Second Edition Ch. 6–1

2. Essentials of Business Communication, Second Edition Ch. 6–2 Writing Plan for Information or Action 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.

3. Essentials of Business Communication, Second Edition Ch. 6–3 Improving Openers for Routine Request Letters (1) Poor: 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 about providing meeting rooms and accommodations for 250 people from May 25 through may 29.

4. Essentials of Business Communication, Second Edition Ch. 6–4 Improving Openers for Routine Request Letters (2) Poor: 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.

5. Essentials of Business Communication, Second Edition Ch. 6–5 Improving Openers for Routine Request Letters (3) 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?

6. Essentials of Business Communication, Second Edition Ch. 6–6 Improving Closings for Routine Request Letters (4) Poor: Thanks for any information you provide. Improved: We would appreciate receiving answers to these questions before April 3 since our planning committee meets April 15.

7. Essentials of Business Communication, Second Edition Ch. 6–7 Improving Closings for Routine Request Letters (5) Weak: Hoping to hear from you at your earliest convenience. Improved: Please send the video by August 15.

8. Essentials of Business Communication, Second Edition Ch. 6–8 Improving Closings for Routine Request Letters (6) Weak: Thank you for your cooperation. Improved: Your answer to my inquiry will help me make my printer choice. Thanks!

9. Essentials of Business Communication, Second Edition Ch. 6–9 Parts of a Business Letter Letterhead Island Graphics 893 Dillingham Boulevard Honolulu, HI 96817-8817 line 12 or 2 lines below letterhead Dateline September 13, 200x 2 to 10 lines Inside Mr. T. M. Wilson Address Visual Concepts Enterprises 1901 Haumualii Highway Lihue, HI 96766 1 blank line Salutation Dear Mr. Wilson: Letterhead Island Graphics 893 Dillingham Boulevard Honolulu, HI 96817-8817 line 12 or 2 lines below letterhead Dateline September 13, 200x 2 to 10 lines Inside Mr. T. M. Wilson Address Visual Concepts Enterprises 1901 Haumualii Highway Lihue, HI 96766 1 blank line Salutation Dear Mr. Wilson:

10. Essentials of Business Communication, Second Edition Ch. 6–10 1 blank line Subject Line SUBJECT: BLOCK LETTER STYLE 1 blank line Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower. If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. The complimentary close appears 1 blank line Subject Line SUBJECT: BLOCK LETTER STYLE 1 blank line Body This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower. If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. The complimentary close appears Parts of a Business Letter (1)

11. Essentials of Business Communication, Second Edition Ch. 6–11 two lines below the end of the last paragraph. 1 blank line Complimentary Sincerely, Close 3 blank lines Signature Mark H. Wong Block Graphics Designer 1 blank line Reference MHW:pil Initials two lines below the end of the last paragraph. 1 blank line Complimentary Sincerely, Close 3 blank lines Signature Mark H. Wong Block Graphics Designer 1 blank line Reference MHW:pil Initials Parts of a Business Letter (2)

12. Essentials of Business Communication, Second Edition Ch. 6–12 Writing Plan for an Order Request Opening:Authorize purchase of items and suggest method of shipping. Body:List items vertically; provide quantity, order number, description, and unit price; and show total price of order. Closing:Request shipment by a specific date; tell method of payment, and express appreciation.

13. Essentials of Business Communication, Second Edition Ch. 6–13 Writing Plan for a Simple Claim Opening:Describe clearly the desired action. Body:Explain the nature of the claim, tell why the claim is justified, and provide details regarding the action requested. Closing:End pleasantly with a goodwill statement and include an end date if appropriate.

14. Essentials of Business Communication, Second Edition Ch. 6–14 Writing Plan for an Information Response Letter Subject line:Identify previous correspondence and refer to the main idea. Opening:Deliver the most important information first. Body:Arrange information logically, explain and clarify it, provide additional information if appropriate, and build goodwill. Closing:End pleasantly.

15. Essentials of Business Communication, Second Edition Ch. 6–15 Writing Plan for an Order Response Opening:Tell when and how the shipment will be sent. Body:Explain the details of the shipment, discuss any irregularities in the order, include resale information, and promote other products and services if appropriate. Closing:Build goodwill and use a friendly, personalized closing.

16. Essentials of Business Communication, Second Edition Ch. 6–16 Writing Plan for Granting Claim Subject Line (optional):Identify previous correspondence. Opening:Grant the request or announce the adjustment immediately. Body:Provide details about how you are complying with the request. Try to regain the customer’s confidence; include sales promotion if appropriate. Closing:End positively with a forward- looking thought; express confidence in future business relations.

17. Essentials of Business Communication, Second Edition Ch. 6–17 Writing Plan for a Letter of Recommendation Opening:Identify the applicant, the position, and the reason for writing; Establish your relationship with the applicant. Body:Describe applicant’s job duties; Provide specific examples of skills and attributes; Compare with others in his or her field. Closing:Summarize applicant’s significant attributes; Offer an overall rating; Draw a conclusion regarding the recommendation.

18. Essentials of Business Communication, Second Edition Ch. 6–18 Goodwill Messages: Personalize Your Letters (1) 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. 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.

19. Essentials of Business Communication, Second Edition Ch. 6–19 Goodwill Messages: Personalize Your Letters (2) Personalized Thank-You Letter We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely, We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely,

20. Essentials of Business Communication, Second Edition Ch. 6–20 Tips for Writing Goodwill Messages (1) 1.Selfless. Discuss the receiver, not the sender. 2.Specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). The Five Ss

21. Essentials of Business Communication, Second Edition Ch. 6–21 Tips for Writing Goodwill Messages (2) 3.Sincere. Show your honest feelings with conversational, unpretentious language (We are all very proud of your award). 4.Spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate.... ). The Five Ss

22. Essentials of Business Communication, Second Edition Ch. 6–22 Tips for Writing Goodwill Messages (3) 5.Short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. The Five Ss

23. Essentials of Business Communication, Second Edition Ch. 6–23 Three Kinds of Goodwill Messages (1) 1. Thanks To express thanks for a gift To send thanks for a favor To extend thanks for hospitality

24. Essentials of Business Communication, Second Edition Ch. 6–24 2. Response To answer a congratulatory note To respond to a pat on the back Three Kinds of Goodwill Messages (2)

25. Essentials of Business Communication, Second Edition Ch. 6–25 Three Kinds of Goodwill Messages (3) 3. Sympathy To express condolences

26. Essentials of Business Communication, Second Edition Ch. 6–26 Extending Sympathy (1) 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).

27. Essentials of Business Communication, Second Edition Ch. 6–27 Extending Sympathy (2) 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.

28. Essentials of Business Communication, Second Edition Ch. 6–28 End