Revise the following Thank you for your email

Revise the following: Thank you for your e-mail of even date. For the audit of Turner Communications, furnish us a copy of the company’s balance sheet, expenses statements and all the paid bills to our office at the earliest. We will revert to you as soon as possible. Should you have any queries, do not hesitate to contact us.

Chapter 7: Overview Writing Routine and Positive Messages 2

Understanding the Power of Business Letters Why are letters still important in business? § § They produce a permanent record. Unlike e-mail, they are confidential. They convey formality and sensitivity. They deliver persuasive, wellconsidered messages. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 3

Stating Your Request Up Front § With routine requests, you can make your request at the beginning of the message. § Pay attention to tone. Instead of demanding action, show respect by using words such as please and I would appreciate. Mary Ellen Guffey, Essentials of Business Communication, 8 e 4 Chapter 6, Slide 4

§ Be specific. State precisely what you want. § For example, if you request the latest market data from your research department, be sure to say whether you want a 1 -page summary or 100 pages of raw data. Mary Ellen Guffey, Essentials of Business Communication, 8 e 5 Chapter 6, Slide 5

§ Ask the most important question first. § For example, if cost is your major concern, you might begin with a question such as “How much will it cost to have our new website created by an outside firm? ” § Then you may ask more specific but related questions such as whether discounts are available for paying early. Mary Ellen Guffey, Essentials of Business Communication, 8 e 6 Chapter 6, Slide 6

§ Deal with only one topic per question. § If you have a complex request, break it down into specific, individual questions. § Thus the reader can address each question separately. § This consideration gets you a more accurate answer in less time. Mary Ellen Guffey, Essentials of Business Communication, 8 e 7 Chapter 6, Slide 7

§ Request specific action in a courteous close. § Close your message with three vital elements: § 1. A specific request includes relevant deadline. § 2. Information how you can be reached. § 3. An expression of appreciation or goodwill. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 Chapter 6, Slide 8

§ For example, “Please send the figures by April 5 so that I can return first-quarter results to you before the April 15 board meeting. I appreciate your help. ” Mary Ellen Guffey, Essentials of Business Communication, 8 e 9 Chapter 6, Slide 9

Analyzing the Structure of Positive Letters Anaconda Trading Co. 4340 Anaconda Drive Victorville, CA 92392 760. 222. 3525 Opening Body Closing Mary Ellen Guffey, Business Communication: Process and Mary 6 e Ellen Guffey, Essentials of Business Communication, 8 e Product, Ch. Chapter 8, Slide 10 6, Slide 10

Writing Plan for Request for Information or Action Opening Body Closing Ask the most important question first or express a polite command. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 11

Writing Plan for Request for Information or Action Opening Body Closing § Explain the request logically and courteously. § Ask other questions if necessary. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 12

Writing Plan for Request for Information or Action Opening Body Closing § Request a specific action with an end date, if appropriate. § Show appreciation. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 13

Improving Openers for Routine Request Letters Opening Body Closing Weak Improved 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. Will you please answer the following questions regarding possible accommodations at the Hyatt Regency for a conference in May! Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 14

Improving Openers for Routine Request Letters Weak Improved My company is interested in building a commercial Web site. I noticed at your site an offer to have a representative visit and discuss plans. We are eager to have someone visit us. Please have a representative visit to my company to discuss building a commercial Web site. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 15

Improving Closings for Routine Request Letters Weak Improved Hoping to hear from you at your earliest convenience. Please call us at (213) 4572998 before April 4 to arrange an appointment during the week of April 10. Thank you cooperation. Your answer to my inquiry will help me make my printer choice. Thanks! for your Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 16

§ Parts of a Business Letter § Fully-Blocked Layout Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 17

Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 3, Slide 18

Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 3, Slide 19

Ineffective Information Request Take note that the letter example you will see on the next slide illustrates the personal business letter. § Prepare on plain paper instead of printed letterhead. § Include your home address (street, city, state, zip) but not your name. § Note that the rest of the personal business letter format is the same as other business letters. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 20

Ineffective Information Request § Open letter by clicking icon at right. § As you read the letter, • Evaluate its content. • Identify areas for improvement. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 21

Improved Information Request § Saves readers’ time by starting directly with the information request. § Makes it easy for readers to identify what specific questions need to be answered. § Closes appropriately with appreciation and requesting a specific action with an end date. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 22

Improved Information Request Open letter by clicking icon at right. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 23

Writing Plan for a Direct Claim Opening Body Closing Describe clearly the desired action. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 24

Writing Plan for a Direct Claim Opening Body Closing § Explain the nature of the claim. § Tell why the claim is justified. § Provide details regarding the action requested. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 25

Writing Plan for a Direct Claim Opening Body Closing § End pleasantly with a goodwill statement. § Include end dating if appropriate. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 26

Ineffective Direct Claim § Open letter by clicking icon at right. § As you read the letter, • Evaluate its content. • Identify areas for improvement. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 27

Improved Direct Claim Open letter by clicking icon at right. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 28

Class Activity Your Task: Read the claim request, discuss the faults, remove them and then rewrite it. 29 02 -09 -2021 09: 05: 19

You call yourselves Good Vibes, but all I’m getting from your service is bad vibes! I’m furious that you have your salespeople slip in unwanted service warranties to boost your sales. When I bought my Panstronic VCR from Good Vibes, in August, I specifically told the salesperson that I did NOT want a three-year service warranty. But there it is on my VISA statement this month! You people obviously billed me for a service I did not authorize. I refuse to pay this charge. How can you hope to stay in business with such fraudulent practices? I was expecting to return this month and look at CD players, but I’ll find an honest dealer this time.

Writing Plan for Direct Replies Subject Line Opening Body Closing § Identify previous correspondence. § Deliver the most important information first. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 31

Writing Plan for Direct Replies Subject Line Opening Body Closing § Arrange the information in a logical sequence. § End pleasantly. § Explain and clarify the information. § Build goodwill. § End pleasantly. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 32

Writing Plan for Adjustments Subject Line Opening Body Closing § Subject line is optional. § Identify previous correspondence. § Make a general reference to the main topic. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 33

Writing Plan for Adjustments Subject Line Opening Body Closing Grant the request or announce the adjustment immediately. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 34

Writing Plan for Adjustments Subject Line Opening Body Closing § Provide details about how you are complying with the request. § Strive to regain the reader’s confidence. § Apologize if appropriate, but don’t admit negligence. § Include resale or sales promotion if appropriate. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 35

Writing Plan for Adjustments Subject Line Opening Body Closing § End positively with a forward-looking thought. § Express confidence in future business dealings. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 36

Effective Adjustment Letter Open letter by clicking icon at right. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 37

Companyat Fault • Acknowledge claim or complaint • Sympathize with the customer • Take responsibility for the outcome • Explain your plan of action • Work to repair the relationship • Follow up on your response 38

Customerat Fault Refuse Claim Grant Claim Adjustment Cost Deter Mistakes Business Cost Keep Customers 39

Third-Partyat Fault • Assess. Situation • Offer Solutions • No Blame Game 40

The Five Ss Keep the message short. Be selfless. Be specific. Tips for Writing Goodwill Messages Be spontaneous. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Be sincere. Chapter 6, 1, Slide 41

The Five Ss Be selfless. Discuss the receiver, not the sender. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Chapter 6, 1, Slide 42

The Five Ss Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Be specific. Chapter 6, 1, Slide 43

The Five Ss Show your honest feelings with conversational, unpretentious language (We’re all very proud of your award). Be sincere. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Chapter 6, 1, Slide 44

The Five Ss Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate. . . ). Be spontaneous. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Chapter 6, 1, Slide 45

The Five Ss Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. Mary Ellen Guffey, Essentials of Business Communication, 8 e 8 e Chapter 6, 1, Slide 46

Writing Thank-Yous Cover three points in gift thank-yous. § Identify the gift. § Tell why you appreciate it. § Explain how you will use it. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 47

Writing Thank-Yous Be sincere in sending thanks for a favor. § Tell what the favor means to you. § Avoid superlatives and gushiness. § Maintain credibility with sincere, simple statements. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 48

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. We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely, Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 49

Answering Congratulatory Messages Respond to congratulations. § Send a brief note expressing your appreciation. § Tell how good the message made you feel. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 50

Answering Congratulatory Messages Accept praise gracefully. § Don't make belittling comments (I'm not really all that good!) to reduce awkward-ness or embarrassment. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 51

Extending Sympathy Refer to the loss or tragedy directly but sensitively. u In the first sentence mention the loss and your personal reaction. v For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader). Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 52

Extending Sympathy w Offer assistance. Suggest your availability, especially if you can do something specific. x End on a comforting, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion. Mary Ellen Guffey, Essentials of Business Communication, 8 e Chapter 6, Slide 53

Message Goals Communicate Information Answer All Questions Provide the Details Leave a Good Impression 54

Fostering Goodwill ►Offering Congratulations ►Showing Appreciation ►Condolences and Sympathy 55

Test Your Knowledge 1. Which is more effective in claim letters--- anger or objectivity? 2. What are the two most important positions in a letter? 3. What are three goals of a writer responding to a customer claim letter?

END Instructor Only Version © 2010 Thomson South-Western