Session 8

Session 8

kailash jaiswal

Four broad Communication Goals

- Generate Attention- Be understood- Be believed- Be remembered

kailash jaiswal

kailash jaiswal

Positive Letters and Messages

The Writing Process

Typical Direct,Positive Letters

Letter Structureand Format

The Five Ss ofGoodwill Messages

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Understanding the Power of Business Letters

Business letters are powerful and effective because they

• Produce a permanent record• Maintain confidentiality• Convey formality and sensitivity• Deliver a persuasive, well-considered message.

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Applying the Writing Process

PrewritingAnalyzeAnticipateAdapt

Identify your purpose. Visualize the receiver. Predict the receiver’s

reaction. Consider ways to adapt

your message to achieve your goal.

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Collect information Choose the most

effective pattern of organization.

Compose the first draft.

WritingResearchOrganizeCompose

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Revise for clarity and conciseness.

Proofread for correctness.

Decide whether this message will achieve its purpose.

RevisingEditProofreadEvaluate


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Analyzing the Structure of Positive Letters

Opening

Body

Closing

Yagnesh Steel Manufacuturing

4340 Industrial AreaNorth Delhi

011-2223525

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Structure of Positive Letters: Opening

Frontload in the opening.

Begin with the main idea. Tell immediately why you

are writing.



011-2223525

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Structure of Positive Letters: Body

Explain in the body. Present details that explain

the request or response. Group similar ideas

together. Include graphic highlighting

to spotlight main points.



011-2223525

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Structure of Positive Letters: Closing

Be specific and courteous in the closing.

For requests, tell specifically what action you want taken and provide an end date (deadline) if appropriate.

For other routine letters, provide a courteous, concluding thought.



011-2223525

Characteristics of Good letters Routine letters deliver straightforward facts,

they don’t have sound look dull . At least three characteristics.

• Clear content

• A tone of Goodwill

• Correct form.kailash jaiswal

1. Clear content

• A clearly letter separates ideas into paragraphs .• Use short sentences and paragraphs and guide the

reader through ideas.• Clear letter use familiar words and active voice verbs.• Clear letters also speak the language of the

receiver ,write his/her language. This doest mean dumbing down your remarks, it means taking consideration reader knows about the subject.

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2.A Tone goodwill• Goodwill is a positive feeling that reader has towards

individual or an organization• Emphasize the “you" view and point out benefits to

the reader.• Be sensitive words that might suggest gender, racial,

age etc.• Finally frame your idea positively because they will

sound more pleasing and give more information then negative construction.For. E.g. we cannot send your order until April or we can send your order April 1

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3.Correct form

• Appropriate letter formats send silent but positive messages.

• Letters appearance and format reflect the writer’s carefulness and experience

• Appropriate format make a good impression.• Write in block style inside address, dateline

and framed by white space• Letter will have margin 1to ½ inch.

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frontload with main idea tell frontload with main idea tell immediately why you are immediately why you are writingwriting

Explain you request ,provide Explain you request ,provide details.details.

Provide courteous and Provide courteous and conclusion etc.conclusion etc.

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------ ------

--------------Opening Opening

Direct pattern of routine letters.

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1. Letters of appreciation– To customers for their business– To hosts and hostesses for their hospitality– To colleagues for jobs well done– To individuals who have performed favors …

and????

Three Kinds of Goodwill Messages

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2. Letters of congratulation– For engagements, marriages, anniversaries, births– For promotions, appointments– For awards– For any significant event


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3. Letters of sympathy– To console a friend, relative, or loved one

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The Five Ss of Goodwill Messages

Five SsFive Ssof Goodwill of Goodwill

MessagesMessages

ShortShort

SpontaneousSpontaneous SincereSincere

SpecificSpecific

SelflessSelfless

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In expressing thanks, recognition, or sympathy:

Be Be sselflesselfless

Discuss the receiver, Discuss the receiver, not the sendernot the sender.

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Cite specificsCite specificsrather than generalities.rather than generalities.

BeBe sspecificpecific



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Show your honest feelingsShow your honest feelingswith unpretentious language.with unpretentious language.

BeBeSSincereincere



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Make the message soundMake the message soundnatural, fresh, and direct.natural, fresh, and direct.

Avoid canned phrases.Avoid canned phrases.

BeBe

SSpontaneouspontaneous



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Although goodwill messagesAlthough goodwill messagesmay be as long as needed,may be as long as needed,

they generally are fairly short.they generally are fairly short.

Keep it Keep it

SShorthort



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Letters of Recommendation

Letters of Recommendation

• Letter of recommendation may be written to nominate people for award and for membership in organization.

• Central concern of these messages is honesty

• Objective evaluations individuals and help match candidates to jobs.

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Ethical Insights SIX guide lines that are careful writer can

follow in writing recommendations

• Respond only to written requests. Moreover don’t volunteer information, particularly if its negative .

• State that your remarks are confidential

• Provide only job related information.

• Avoid argue and ambiguous statements.

• Stick to the truth.kailash jaiswal

Writing Plan for a Letterof Recommendation

• Opening: Identify the applicant, the position, and the reason for writing. Establish your relationship with the applicant.

• Body: Describe applicant’s job duties; give specific examples of skills and attributes. Compare with others in field.

• Closing: Summarize applicant’s significant attributes. Offer an overall rating. Draw a conclusion regarding the recommendation.

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Start Writing

1. Opening ; • Begin with the name of the candidate

and the position sought• The reason for the writing and the

relationship of the writer• Recommend individuals for supportive

statement , such as I am very pleased to nominate

Mr.Sheryar for the month award.

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Recommendation letter

2 , Body• describe the applicant’s job performance

and potential.• A Good recommendation describes

general qualities organizational and interpersonal skills.

• For example. He completed eight financial statements monthly with about 99 % percent accuracy.

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3: Conclusion.• Summaries the candidates best quality if you

are strongly supportive

• You also offer answer question by telephone

• The closing of a recommendation presents an overall ranking and may provide an offer to supply more information by telephone

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Typical Greeting Card Thank-You MessageIt's wonderful to visit

with someone as nice as you–You make your guests feel so at home

by everything you do.So this just comes to thank you

in a warm and special way–For your hospitality was enjoyed

much more than words can say!

Goodwill Messages:Cards or Personalized Letters?

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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.



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.


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What’s the difference?


It's wonderful to visitwith someone as nice as you–

You make your guests feel so at home



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



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

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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,

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Cover three points in gift thank-yous. – Identify the gift.– Tell why you appreciate it.– Explain how you will use it.

Writing Thank-Yous

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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.

Writing Thank-Yous

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Writing Thank-Yous

Offer praise in expressing thanks for hospitality. As appropriate, compliment the following:

• Fine food• Charming surroundings• Warm hospitality• Excellent host and hostess• Good company

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Answering Congratulatory Messages

Respond to congratulations. – Send a brief note expressing your appreciation.– Tell how good the message made you feel.

Accept praise gracefully.– Don't make belittling comments (I'm not really all

that good!) to reduce awkwardness or embarrassment.

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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).

Extending Sympathy/ Bad news/condolences

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Extending Sympathy

– 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.

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OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.15

Goodwill message

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Apply the good news strategy

Thank-You Messages

• Begin with the good news.• Offer extra details.• End with emphasis on the receiver.

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Thank-You Message

Examples of Key Sentences

Offer extra details.

This year’s Walk in the Park raised $47,530 for the preservation and renovation fund.

End with emphasis on the receiver.Julie, you are a great volunteer; I look forward to working with you next year.

Begin with the good news.

Thank you for volunteering during Walk in the Park, the annual fundraiser for the Hampton Historical Society.

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Congratulatory Messages

• Begin by offering congratulations for a specific accomplishment.

• Provide extra details that clearly show your sincerity.

• End with emphasis on the receiver.

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Congratulatory Messages


Provide extra details that clearly show your sincerity.

You will be an excellent team supervisor.

End with emphasis on the receiver.Jacqueline, please plan to attend the monthly supervisors’ meeting on October 14. A copy of the agenda is attached.

Offer congratulations for a specific accomplishment.

Congratulations on your recent promotion.

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Inquiries

• Begin with a specific question or direct statement.

• Include adequate details and additional questions.

• End with clear directions for the receiver.

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Inquiries


Include adequate details and additional questions.

Where will the training class be held?

End with clear directions for the receiver.

Please reply to this e-mail by Thursday, June 11.

Begin with a specific question or direct statement.

How should I prepare for the computer training class scheduled for June 18?

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Replies

• State the good news by answering questions and emphasizing the you attitude.

• Include any additional pertinent information.• End with a goodwill statement.

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Replies


Include any additional pertinent information.Your computer training class will be held in the computer lab on the second floor of the training center. The room number is E211.

End with a goodwill statement.Jordan, based on the feedback of previous participants, you will enjoy learning how the new system applies to your job.

Answer questions, and emphasize the you attitude.

You do not need to prepare for your June 18 computer training class.

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Requests

• State the major request in the first sentence.• Make the request clear with additional details.• End courteously, and close with the action you

expect the receiver to take.

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Requests


Make the request clear with additional details.

Include employees’ full names and the dates they started working for MCM Industries.

Close with the action you expect the receiver to take.

Please send the list via e-mail by Monday, December 8.

State the major request in the first sentence.

Marcus, please send me the list of all employees who will receive service awards next year.

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Responses

• Provide the answer to the request in a subject line and/or the first line of the message.

• Include any additional pertinent information in the second paragraph.

• End with a goodwill statement, and request action from the receiver.

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Responses


Include any additional pertinent information.Please note that two of the employees who are receiving awards for 20 years of service have breaks in their years of service.

End with a goodwill statement, and request action.Evan, thank you for coordinating the service award program. Let me know if you need any additional information.

Provide the answer to the request in the first line.

The list of employees who will receive service awards next year is attached.

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Orders

• Use direct language in the first sentence.• Give complete details.• Include payment information and shipping

instructions. Indicate when you expect to receive the delivered goods.

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Orders


Give complete details.

Item No. Description Quantity Unit Price TotalSSP2077 Ergo desk chair 3 $299.00 $897.00

Include information about payment, shipment, and delivery.Please charge my account and ship the chairs to the above address. I will expect delivery on February 16.

Use direct language in the first sentence.

Please ship the three chairs described below to my office.

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Acknowledgments

• Indicate that the product was sent or that the service was approved. State when the buyer should receive the merchandise or may begin using the service.

• Describe quality features of the product or service. You may also describe another closely related product or service.

• Encourage future orders.

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Acknowledgments


Describe quality features of the product.Thank you for ordering Ergo desk chairs. You might be interested in the matching visitor chairs featured on page 34 of our catalog.

Encourage future orders.For your convenience, you can order any of our products by telephone or fax. Online ordering is also available at our web site.

Indicate that the product was sent and when it should arrive.

Your order of three Ergo desk chairs left our factory on January 30. You should receive the chairs before February 16.

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Routine Claims

• Begin with a specific problem statement, and request an adjustment.

• Give a complete and concise description of the claim, including all essential facts.

• End courteously with a suggestion for prompt action.

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Routine Claims


Give a complete and concise description of the claim.For your convenience, I have attached a copy of the ad describing the bonus CD and the packing list that accompanied my order.

End courteously with a suggestion for prompt action.I am looking forward to receiving the bonus CD early next week.

Begin with a problem statement, and request an adjustment.

The free bonus CD was missing from my recent order. Please send the CD immediately, at no charge to me.

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Adjustments

• Grant the request in a subject line and/or in the first sentence.

• Provide the necessary details about the adjustment.

• End with a cordial, open invitation for future business.

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Adjustments


Provide the necessary details about the adjustment.

You will not be charged for the shipping.

End with a cordial, open invitation for future business.Your business is important to us. Please use the enclosed coupon for $10 off your next purchase.

Grant request in a subject line and/or in the first sentence.

We have shipped your bonus CD. You should receive the CD on Friday, May 12.

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Session 8

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