1. Business Letters

2. Business Letters
Formats
Full Block

3. Full Block --------Business

4. Full Block --------Personal

5. Business Letters
Format
Full Block
Modified Block

6. Modified Block --------Business

7. Modified Block --------Personal

8. Business Letters
Formats
Full Block
Modified Block
Simplified

9. Simplified

10. Additional Letter Sections
Second-page heading
Mr. Howard Jones
September 21, 2005
Page 2
Enclosure Notation – flush left
Optional Notations – text pages 82-83
Attention or Subject Line, Copy Acknowledgement, Reference Initials

11. Business Letters As you begin, ask yourself 1. What is my purpose?
Who am I writing to?
Other professionals, coworkers, professors, classmates, etc.

12. Audience Analysis
As a professional in a field, develop a sense of what other professionals expect.
What do they already know?
What do I need to tell them?

13. Business Letters Two Organizational Patterns 1. Deductive 2. Inductive
Good news/neutral
2. Inductive
Bad news/persuasive

14. Good News /Neutral Deductive
Opening
Congratulations! Your loan for $125,000 has been approved. This money should provide the necessary capital to open your hardware store.
Stress Benefits

15. Good News /Neutral Deductive
Closing
Poor
Don’t forget to come to Valley and sign the loan papers. We cannot release the money until the paperwork is completed and signed. Thanks for doing business with us. If there is anything else I can do, please call.

16. Good News /Neutral Deductive
Closing
Good
You may stop in at your convenience and
complete the necessary paperwork for your
loan. Your business is certainly
appreciated, Mr. Herrera; our staff is
available to help meet your financial needs.

17. Neutral – Inquiry Deductive
Come right to the point – what do you want? A goodwill statement might save the letter from sounding demanding.
Use an itemized list to help clarify the information you need. Keep items parallel.
3. As you close, give a response date and a reason.

18. Persuasive - Inductive
Attention – Have you ever played golf on a hot, humid day and realized that the only place to get a drink was still six holes ahead?
Interest
Desire
Action - Just complete and mail the postage-paid order card indicating how many bottles you would like at $4 each. Your order will be shipped to you the day we receive it.

19. Refusal Letter-Inductive
Main goal - maintain a positive relationship with the reader even though you’re refusing the request.

20. Refusal Letter-1st paragraph
Begin with a buffer that is a couple of sentences long. The buffer should introduce the subject and say neither yes nor no.
Thank you for requesting a charge account at Talton’s.
Your request for a charge account at Talton’s tells us
something important: You enjoy the rewards of owning a
smart, up-to-the-minute wardrobe.

21. Refusal Letter-middle paragraph(s)
Provide a factual explanation for the refusal.
State refusal in positive terms. Tell what you can do, not what you can’t. Bury the refusal but state it clearly. Avoid negative words, such as regretfully and unfortunately.
Offer an alternative proposal. Focus on what you CAN do for the reader.

22. Refusal Letter-closing paragraph
Offer a goodwill statement.
Don’t repeat the refusal; close in a friendly, positive manner.
Include “Resale,” which stresses the alternative proposal again.

23. Good News Letter Congratulations! Kevin has been accepted in
our current student enrollment. The policy you
applied for is enclosed and is now in force. I
would like to commend you for the concern you
have shown for Kevin’s future.
(last paragraph) We welcome this opportunity to
serve you. If you have any questions, simply call toll-
free to We will be happy to help
you in any way we can.

24. Bad News Letter Dear Applicant:
Thank you for submitting an application to National
Benefit Life Insurance Company for your child Scott.
Based on responses to the medical questions in the
application, we must decline this policy. However,
this does not mean that your child would not be
eligible for other insurance which is evaluated with
complete medical underwriting.

25. Bad News Letter Enclosed is your refund check to cover your initial
deposit. We thank you for your inquiry.

26. Bad News Letter Dear Lane Anderson:
Thank you for applying to our company for your
insurance needs.
We would like to insure everyone under a life policy,
but we are not always able to do so. Our decision to
not provide you with the coverage requested was based
entirely on the “yes” answer(s) you provided on the
application regarding your health history.

27. Bad News Letter Attached to this letter is your initial premium and
application.

28. Bad News Letter Buffer Reason before Refusal Refusal in positive terms
Courteous ending – off subject of bad news

29. Bad News Letter – New Subject
Dear Mr. Anderson:
After carefully reviewing your file, we feel that with
some additional academic preparation, you will be
ready to enroll for Fall Semester.
The College Skills Seminar (CSS) has been developed
for students like you who need further preparation
before attempting college level work.

30. Bad News Letter – New Subject
A CSS brochure has been mailed to you. Admission to
CSS is limited, and those who respond to this offer will
be admitted on a first-come, first-served basis. If you
are interested in this offer, please call the CSS Office at
(208)
If you have any questions, please feel free to contact us
by or by telephone at (208)

31. Presentation developed by Scott Anderson
Examples adapted from Business and Management Communication by Sorenson, DeBord, and Ramirez; Excellence in Business Communication by Thill and Bovee; Business Communication by Harcourt, Krizan, and Merrier.