2. When Do You Write a Business Letter?  When a permanent record is required  When formality is necessary  When the message is necessary Types of Business Letters: 1.Requests 2.Replies 3.Goodwill messages.

3. Characteristics of Good Letters:  Clear Content – Short sentences, transitional expressions, and familiar words.  Goodwill Tone – Points out reader benefits.  Correct Form – Sends silent but positive message.

4. Block Style:  The dateline, inside address, and body are set flushed left.  The letter is centered on the page.  Margins: 2.5 to 4 cm  Do not justify right margins.  Single spaced paragraphs; Double space between paragraphs.

5. Modified Block Style:  Body: Left-justified and single-spaced  The date and closing are in alignment in the center of the page. Semi Block Style:  Each paragraph is indented instead of left justified.

6. Routine Letters: Guffey’s 3x3 Writing Process  Phase 1: Analysis, Anticipation, Adaption Determine purpose, anticipate reaction, visualize audience.  Phase 2: Research, Organization, Composition Collect information and organize possible points.  Phase 3: Revision, Proofreading, Evaluation Revise for clarity correctness, and effectiveness.

7. Routine Letters: Request  Request for Information or Action Opening: State the main idea. Body: Explain and justify the request Closing: Request action, avoid overused endings Show appreciation by maintaining a courteous tone.

8. Routine Letters: Request  Order Letters Opening: Authorize the purchase. Body: Specifies items or services, quantities, dates, prices, and payment method. If you are ordering many items, list them vertically. Closing: Tell how you plan to pay.

9. Routine Letters: Request  Direct Claims Opening: State purpose of request Present a clear statement of the problem Body: Explain objectively with specifies of claim. Closing: Request for action Include an end date if applicable.

10. Routine Letters: Direct Replies  Complying with Requests Opening: Frontload with main idea Body: Arrange information logically Closing: End with a cordial, personalized statement. Tell the reader how to proceed.

11. Routine Letters: Direct Replies  Letters of Recommendation Opening: Identify information of the candidate Body: Include supporting statements with details. Closing: Make an overall ranking of the candidate. Provide a telephone number for more information

12. Routine Letters: Direct Replies  Granting Claims and Making Adjustments Opening: Comply with the customer’s claim. Body: Win back the customer’s confidence. If you do apologize, do it briefly. Closing: Be positive and complement writer.

13. Goodwill Messages  General Guidelines (The five S’s) BE.. Selfless, Specific, Sincere, Spontaneous, and keep the message Short.  Answering Congratulatory Messages Send a brief note expressing your appreciation Accept praise gracefully i

14. Goodwill Messages  Giving Thanks Gift thank you: Identify the gift and relate to it. Favor thank you: Be sincere, express the actual value of the favor Hospitality thank you: Offer praise by complementing.

15. Goodwill Messages  Extending Sympathy Loss or tragedy: Refer directly but sensitively Deaths: praise the deceased Offer assistance by suggesting your availability.