Routine Letters and Goodwill Messages - PowerPoint PPT Presentation

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Routine Letters and Goodwill Messages

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  1. Routine Letters and Goodwill Messages

  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: Requests Replies 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.