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27 Cards in this Set
- Front
- Back
Business letters
IMPORTANCE |
1. permanent record
2. confidentiality 3. formality/sensitivity 4. for persuasive, well-considered messages |
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3 groups of letters
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1. routine letters for straightforward requests
2. persuasive messages(sales pitches) 3. negative messages delivering refusal and bad news |
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3 Phases (3x3)
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1. analysis, anticipate, adapt
2. research organize, compose 3. revise, proofread, evaluate |
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Phase 1 (analysis, anticipation, adaptation(
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- analyze purpose
-visualize audience -anticipate response |
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Phase 2 (research, organization, composition)
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- gather info
-make notes/outline -compose first draft |
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Phase 3(revision, proofreading, evaluation)
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- revise for clarity
-add graphic highlighting - proofread for correctness |
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analyzing structure and charact. of Business letters
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- use direct strategy(response expected to be positive/neutral)
-structure: 1. opening 2. body 3. closing |
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Opening
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- Frontload: present main idea immediately
-some requests require explanation in a few sentences before purpose is revealed - avoid delaying purpose beyond 1st paragraph |
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Body
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- explain purpose
- use graphic devices to highlight important ideas -develop diff. ideas in separate parag. -keep similar ones in the same parag. |
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Closing
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- be specific in what the reader is to do
-be courteous -schedules, deadlines, activities to be completed. - |
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Charact. of good business letter
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1- clear content
2- goodwill tone 3- correct form |
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Goodwill
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positive feeling the reader has toward an individual or org.
- analyze well the audience and adapt message to it = promote goodwill |
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correct form
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- silent message
- appearance= carefulness and experience - don't make all lines evenly to improve readability |
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Direct requests for Information/ Action
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- don't write if a phone call/email might solve the problem
- business letters are costly(time and workload) -direct letter: open with question, or polite request 1. clarify request 2. show appreciation |
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clarify request
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- explain purpose and provide detail
- focus on benefits to reader - maintain courteousness - thank you by spelling out what needs to be done |
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show appreciation
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- fresh and efficient
- hook your thanks to end date |
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Order letters
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1- direct opening with intro of the oder/ authorization of purpose
2- detailed body including desired items, quantity unit price, total price, order number - clear closing stating payment method, date when merchandise should be sent & show appreciation |
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Direct Claim letters
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-written by customers to identify or correct a wrong
-establish a record of what happened |
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Well- written direct claim
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1. opening with clear statement of problem
2. explain and justify without emotion 3. close with summary of action request 4. enclose copies of relevant documents |
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Reply letters
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-clear subject line
-relevant info for the reader -good news presenting in the opening -additional info in body -cordial and personalized closing - details of procedure if needed |
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Adjustments letter(goals)
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: when company responds favourably to claim
GOALS 1. correct mistake 2. regain customer confidence 3. promote business |
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STRUCTURE of Adjustment letters
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1-grant claim in opening
2- restate problem and offer solution in body 3- show appreciation and promote business in closing |
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Tips for Adjustment letters
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1. avoid sounding resentful/grudging
2. avoid negative words/blame/fault 3. apologize if it seems natural/appropriate 4 focus on complying with request, explain reasons and preventing recurrence 5. use sensitive language 6. close positively, appreciatively |
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Goodwill messages (5 S's)
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1. selfless
2. specific 3. sincere 4. spontaneous 5. Short |
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Goodwill- Thanks
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1. Gift:identify gift, why you appreciate it, explain how you'll use it
2. Favour:tell what the favour means to you(sincere and simple statements) 3. Hospitality:Compliment the fine food, charming surroundin |
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Goodwill- Response
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- respond to any goodwill message
1. Congratulatory Note 2. Pat on the back |
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Goodwill- Sympathy
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- refer to misfortune sensitively and offer assistance
1. condolences: praise the deceased, offer assistance in detail, end on reassuring, forward-looking note |