2022-06-20

COMMUNICATION SKILLS FOR MANAGERS

(MGMT 1002)

Lecture Notes - June 14, 2022

Lecturer – Christine A Brown
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OVERVIEW
Advantages & Disadvantages of
Written Communication
Letter & Memo Formats

Creating a Professional Document

Types of Business Letters

Types of Messages

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Business Writing
➢A type of written communication,
usually with standard structure and
style.

➢According to the Capella University, it

addresses the needs of specific
audiences and has prose and lists for a
particular topic that concerns business.
[Link]

Business Writing
Business writing is a type of professional
communication and is also known as
business communication and professional writing.

➢memorandums
➢reports
➢proposals
➢emails
➢and other forms of writing used in organizations to
communicate with internal or external audiences.

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Advantages and Disadvantages

of Written Communication

Advantages of Written Communication

➢Do not have to be delivered on the spur of the
moment;
➢Provides a permanent record of the messages
➢Enable recipients to take more time in reviewing
the message and providing appropriate feedback
➢More appropriate for complex business messages
that include important facts and figures
➢Lead to increased customer/client satisfaction
➢Improved inter-organizational efficiency
➢Enhanced image in the community and industry
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Disadvantages of Written
Communication
➢Immediate feedback is missing - source of
frustration and uncertainty in business
situations in which a swift response is
desired
➢More time to compose, - information-
packed nature and the difficulty that many
individuals have in composing such
correspondence

WHY DO WE COMMUNICATE
IN WRITTEN FORM?

People write letters, emails and memos for a variety of

reasons, such as requesting information, requesting
action, providing information, describing an event,
declining a request, and expressing appreciation.

Writing allows us the time to think about what we want to

say, and how we want to say it. It gives us the chance to
express ourselves more precisely and clearly.

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Formats for Letters and Memos

Memos – Internal • Format
• go to other people in – the parts of a document
your organization and the way they are
arranged on the page.

Letters - External
• normally go to people
outside your
organization

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MEMORANDUMS

Interoffice correspondence between

➢ individuals
➢ departments
➢ branch offices of the same company
that is quickly transmitted through
internal mail.

Source: Office Systems and Administration

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Characteristics of Memos

➢ Memos resemble letters in that they

communicate world of business writing.
➢A Memo may be favourable, unfavourable or
persuasive in nature.

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Characteristics of Memos
Memos differ from letters in several important
ways:
➢ Memos are almost always used within an organization
➢ Memos are normally used for non-sensitive
communication (communication to which the reader will
not have an emotional reaction)
➢ Memos are short and to-the-point
➢ Memos have a direct style
➢ Memos do not have a salutation
➢ Memos do not have a complimentary closing
➢ Memos have a specific format that is very different from a
business letter

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The Purpose

Memos are written to:

➢ Solve problems by introducing new information like policy

changes

➢ Imparts information regarding new products

➢ To present goals or expectations requiring the recipient to

take action such as attending a meeting, or changing a
current work procedure
Except for memos that serve as informal reports or instructional documents, the
standard business memo format is no more than one page long
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Writing Memos
(a) Memo format

(b) Types of Memos

❑ Procedures and non-confidential information

❑ Requesting information
❑ Reply to information
❑ Confirmation of information
❑ Announcing activities or publicizing policies

(c) Effective Memo Writing

❑ Determine the purpose of your memo

❑ Determine the audience of your memo
❑ Keep your memo short
❑ Write with the YOU attitude
❑ Tips for email memos

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Heading - (MEMORANDUM)
To(Addressee): Recipient names and job titles (optional)

From (Sender): Your name and job title—hand sign your initials here

Date: Date the memo is written or disbursed

Subject: Specific memo topic

Heading: The first segment in a business memo format

is known as the heading. Thus every memo should be
identified by the heading ‘MEMO’ or
‘MEMORANDUM’ in capital letters centered at the top
of the page.

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Addressee:
The accepted form to write the addressee’s name is simply the
full name e.g. Mary Smith. No need to use a courtesy title
such as ‘Mr.’ or ‘Professor’
As with any correspondence, it’s important to check that you
have the correct spelling and job titles of all recipients.

Job titles are not always used, but the correct spelling of
names is necessary in every memo. Don’t use nicknames, no matter how
familiar you are with those receiving it.

If the memo is being sent to an entire group of people (e.g.

department heads, sales representatives) simple indicate the category on
the addressee line. E.g. Department Heads

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Subject line:

The subject line helps the receiver identify the

nature of the message quickly and know what to expect
as they read the memo.
Proper headings make filing and retrieving the memo
easy.

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Subject line:

Subject line should be specific or offer an explanation

of the memo’s topic in a few words.

Vague
‘Training Sessions’

Specific
‘Dates for Training Sessions 2019’

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Sender:

Use the same format as you do for the addressee’s

name. If the recipient does not know you or if it would
be helpful to add the weight of your position in the
organization, include your department and or your
personal title e.g. (‘Monica Bayless, Training Manager’)

In order to confirm that you are responsible for

the contents of the memo, include a job title after
your name and then hand-write your initials next to your
name (or whatever is the practice in your company).

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How should I set up memos?

➢Memos omit both the salutation and the
close.
➢Memos never indent paragraphs.
➢Subject lines are required; headings are
optional.
➢Never use a separate heading for the first
paragraph.

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If you are learning how to write a memo without

utilizing a template, keep these points in mind:

❑Left-alignment for text is standard for memos.

❑Margins should be one-inch.
❑Use single spaces within paragraphs and lists,
double-space between sections.
❑Text is blocked (entire content is left aligned,
without right-margin justification) or modified
(first line of each paragraph indented)
❑Write short paragraphs and use bullet points
where applicable

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How should I set up memos?

9-24

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How should I set up memos?

• If the memo runs two
pages or more, use a
heading at the top of
the second and
subsequent pages

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Types of Memos

➢Procedures and non-confidential

information

➢Requesting information

➢Replying to information

➢Confirmation of information

➢Announcing activities or publicizing

policies
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Effective Memo Writing

➢Determine the purpose of your

memo

➢Determine the audience of your

memo

➢Keep your memo short

➢Write with the ‘YOU’ attitude

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A Negative Memo to team

members

11-28

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A STINGING OFFICE MEMO

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E-Mail Memos
When sending electronic memos, be sure to:

➢Verify the memos look as intended in print

as well as on screen.
➢Use fonts and graphics that are clear and
compatible with recipients' computers.
➢If creating a new memo template, send
yourself a copy first. Confirm that the proper
formatting remains intact.
➢Ensure attachments, such as PDF
documents, are readable by all recipients.
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LETTER WRITING
➢ Letters and Memos are the two most
common types of business communication.
➢ Letters are more formal and official than
other types of business communication.

➢ They offer personal, verifiable authorization.

➢ Letters are the expected medium through

which important documents such as
contracts and proposals are sent to readers.
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How should I set up letters?

Block vs. Modified Block

Salutation

Complimentary Close

Mixed vs. Open Punctuation

Subject Line vs. Reference Line

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PARTS OF A
LETTER

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The Return Address

➢The return address of the sender of the letter so the

recipient can easily find out where to send a reply.

➢ Skip a line between your address and the date.

➢ (Not needed if the letter is printed on the
company’s letterhead.)

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The Date

The date is put at the top of the page for any business
communication.
➢The date is a critical piece of information
documenting when the correspondence was sent.
➢This is important for correspondence that may be
kept for future reference.

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The Date

Put the date on which the letter was written in the

format Month Day Year i.e. August 30, 2013. Skip a
line between the date and the inside address ( 3 or
4 lines after the date is also acceptable).
WRONG/OUTDATED RIGHT

May 27th, 2005 May 27, 2005

June 22d, 2005 June 22, 2005

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Inside Address

The address of the person you are writing to along

with the name of the recipient, their title and
company name

i.e. ‘Director of Human Resources’.

Skip a line between the date and the salutation.

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Inside Address
➢The address of the person receiving the
correspondence includes a formal name, street
address, city, state, and zip code.

➢Don’t forget to double check the spelling of the

person’s name.

➢A misspelled name is careless, unprofessional and

can negatively impact the response to the letter.

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Attention Line
➢ An attention line refers the letter to the person or
department in charge of the situation covered.
➢ The word Attention is followed by the name of the
individual or department.
➢ Do not abbreviate the word Attention or follow it with a
colon.
➢ The attention line is placed two spaces below the last line
of the name and address of the addressee, either flush
with the left margin of the letter or in the center of the
page when paragraphs are blocked.
➢ When paragraphs are indented, the attention line is
placed in the center of the page.

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Parts of a Letter

Attention Line

The attention line is never used in a letter to an individual

but only in a letter having a plural addressee, in which case
the letter is written to the entire company and not to the
person named on the attention line.

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Parts of a Letter
Attention Line

The salutation must always agree (singular or plural) with

the name of the addressee, not with the name on the
attention line.

Wide World Importers

1500 Main Street
Greenville, Texas 00216
Attention Mr. David Jaffe

Gentlemen:

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What courtesy titles should I use?

• Use Ms. or Mr. unless the reader has
a professional title.
–Professional titles include
–Dr., Reverend, Professor and Senator.

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Salutation
An individual's name is always preceded by a title — for
example, Dear Mr., Ms., Mrs., Miss, Dr., or Colonel.

Dear Director of Department Name: It's permissible to

place honorary initials after the name of an addressee; in
that case, always omit the beginning title.

TO WHOM IT MAY CONCERN: If recipient's name is

unknown. Note that there is a colon after the salutation.
Skip a line between the salutation and the subject line or
body.

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Addressing individuals
• Mr. - a male
• Miss – unmarried woman
• Mrs. – married woman
• Ms. – marital status not known
–Most women prefer the use of Ms.
• Messrs- plural for Mr.
– Used to refer formally to more than one man
simultaneously
– Used to address a partnership
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Addressing couples

When addressing couples, give both

appropriate titles.
oDr. and Mrs. Jevard Hosin
oDr. Rania Osman and Mr. Jehad Letty
oDrs. Jevard and Rania Ossey
oMr. and Mrs. Ali Holman

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Salutation

Wrong Right
Dr. David J. Liu, Ph.D. David J. Liu, Ph.D.

Wrong Right
Rev. Andrew Dixon The Rev. Andrew Dixon
Reverend Tim Litton The Reverend Tim Litton

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Business Titles

• Business titles should never be abbreviated.

Wrong Right

Mr. Justin Thorp, Senior

Mr. Justin Thorp, Sr. Ed.
Editor

Ms. Marie Dubois, Asst. Ms. Marie Dubois,

Mgr. Assistant Manager

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➢When you are writing to a person holding more

than one office within a company, use the
highest title unless you are replying to a specific
letter signed by him or her under another title
as applying to the subject covered.

E.g. Mr. Courtney Smith, Chairman & CEO

Techno World Solutions

In this case use, ‘Chairman’

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➢When you are writing to a department of a

company, rather than to a person within the
company, place the company name on the first
line and the department on the second line:

• A. Datum Corporation
Electronics Department
120 Irving Mall
Irving, Texas 10022

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What courtesy titles should I use?

When you know your reader’s name but
not the gender, either:
1. Call the company and ask the
receptionist
2. Use the reader’s full name in the
salutation

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What courtesy titles should I use?

When you know neither the reader’s name nor
gender:
1. Use the reader’s position or job title
2. Use a general group to which your reader
belongs
3. Omit the salutation and use a subject line in
its place:

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Protocol & Ethics

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Protocol - The Governor General

In speaking:
Correct: Your Excellency, Sir Patrick Allen
Incorrect: Sir Patrick Allen.

The Governor General’s wife:

The Most Honourable Lady Allen

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Protocol - The Governor General

Addressing Correspondence to the Governor General of
Jamaica

His Excellency The Most Honourable Sir Patrick

Linton Allen, ON, GCMG, CD, KSt.J
1 West Kings House Road

Dear Governor General:

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Protocol – The Prime Minister

The Most Honourable Andrew Michael Holness,

ON, MP.

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Protocol – Past Prime Ministers

Past Prime Minister
➢ The Most Hon Percival James Patterson ON, PC, QC
➢ The Most Hon Edward Seaga ON, PC
➢ The Most Hon Portia Simpson-Miller ON, MP
➢ Mr Bruce Golding

Key
➢ PC = Privy Council
➢ QC = Queen’s Council
➢ MP = Member of Parliament
➢ ON – Order of the Nation

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The Mode of Address in:

• The former Prime Minister is formally

styled
–‘The Most Honourable’ when he/she is
a member of the Order of the Nation
–‘Mr’ when he/she is not a member of
the Order of the Nation)

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The Mode of Address in:

The Mode of Address in Writing:

➢The Most Honourable Edward Seaga, ON, PC
➢[Address]
➢Opening Salutation:
➢Dear Mr Seaga
➢Closing:
➢Yours faithfully (formal usage)

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➢When referring to him and his spouse jointly,

they are formally styled, ‘The Most
Honourable Edward Seaga and ‘The Most
Honourable Mrs. Seaga’.

➢When referring to Mrs. Seaga alone, she is

formally styled, ‘The Most Honourable Mrs.
Edward Seaga’ and not ‘The Most Honourable
Mrs. Carla Seaga’

➢The widows/widowers of former Prime

Ministers would also be referred to in the
same manner.
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Other examples
➢ The late Right Honourable Hugh Lawson Shearer
is now formally styled, ‘The late Most Honourable
Hugh Lawson Shearer, ON, OJ’ or when
appropriate, ‘The late Most Honourable Hugh
Shearer’
➢ The late Honourable Michael Manley is now
formally referred to as ‘The late Most Honourable
Michael Norman Manley, ON, OM, OCC; or when
appropriate ‘The late Most Honourable Michael
Manley’
➢ His widow is now formally styled, ‘The Most
Honourable Mrs. Michael Manley’ and not ‘The
Most Honourable Mrs. Glynn Manley’
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Ministers & Senators

➢Minister – The Honourable……

➢Senator – Senator, The Honourable…………

➢Doctor by title: The Honourable Dr. Baugh MP
➢Doctor by letter: Dr. The Honourable ……..
➢Senator: Dr. The Honourable…….

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Ministers of State
➢Hon. Rudyard Spencer CD, MP – Minister of
State in Ministry of National Security
➢Hon. Floyd Green, MP – Minister of State in
the Ministry of Industry, Commerce and
Fisheries
➢Hon. Alando Terrelonge, MP – Minister of
State in the Ministry of Culture, Gender,
Entertainment and Sports
➢Hon. Xavier Mayne, MP - Minister of State in
the Ministry of Labour and Social Security.

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Parts of a Letter
Subject Line (optional)
➢ Makes it easier for the recipient to find out what the
letter is about. Skip a line between the subject line and
the body.
➢ The subject line can be centered, but when the
paragraphs are blocked, it is flush with the left margin.

➢ Do not show "Re" or "Subject" before the subject line.

Underline the subject line, but if it occupies more than
one line, underline only the bottom line, letting the line
extend the length of the longest line in the subject.

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Subject Line (optional)

Be sure to word the subject line so that it is
helpful.
➢ If the letter is about an order of silk, a
subject line reading simply "Silk" would
contribute nothing.
➢ A better subject line would read,

– Silk Returned, Our Shipping Order 8939

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How should I set up letters?

➢ When you have good news, put it in the subject
line.
➢ When your information is neutral, summarize it
concisely in the subject line.
➢ When you must persuade a reluctant reader, use
a common ground, a reader benefit, or a directed
subject line that makes your stance on the issue
clear.

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Body

➢The body is where you write the content of

the letter
➢the paragraphs should be single spaced with a
skipped line between each paragraph
➢Skip a line between the end of the body and
the closing

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Complimentary close
➢When the salutation has been Dear Sir or My Dear
Sir, the complimentary closing can be Yours truly or
Very truly yours;
➢no personal connection exists between the writer and
the recipient.

➢Sincerely or Sincerely yours is appropriate when

there is an established personal as well as a
business relationship, but it is used only in letters to
individuals, never to a company.

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Complimentary close
➢Respectfully yours appears only on letters
addressed to a person of acknowledged authority
or in letters of great formality.

➢Keep in mind, if you are writing someone in the

armed forces, that it is customary in the military to
use the complimentary close,

➢“Very respectfully”

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Complimentary close
➢Note that only the first word in the closing is
capitalized.

➢There is a comma after the end of the closing

➢Skip 3-4 lines between the closing and the printed

name, so that there is room for the signature.

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Complimentary close
The closing should match the tone of the letter. See
examples below.

Very Formal
o Respectfully yours,
o Yours respectfully,

Formal
o Very truly yours,
o Yours very truly,
o Yours truly,

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Complimentary close
The closing should match the tone of the letter. See
examples below.
Less Formal
o Sincerely yours
o Yours sincerely,
o Sincerely,

Informal
o Regards,
o Best regards,
o With kindest regards,

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Signature/Printed Name

Your signature will go in this section, usually

signed in black or blue ink with a pen.

Printed Name
The printed version of your name, and if desired you
can put your title or position on the line underneath
it.
➢Skip a line between the printed name and the
enclosure.

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Enclosure/Reference Initials
Enclosure
➢ If letter contains other document other than the letter
itself your letter will include the word "Enclosure."

➢ If there is more than one you would type, "Enclosures

(#)" with the # being the number of other documents
enclosed that doesn't include the letter itself.
Reference Initials
If someone other than yourself typed the letter, you will
include your initials in capital letters followed by the typist's
initials in lower case in the following format; AG/gs or
AG:gs.
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Page 2 - Heading
➢Type the addressee’s name, the page number
and the date - beginning on line 7, blocked
at the left margin.
➢Skip two blank lines before continuing with
the text.

➢Carry forward to a second page at least two

➢lines of the body; that is, do not type only the
➢closing lines on a new page.

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Creating a Professional Image

• The way you and your

documents look affects
the way people
respond to you and to
them.

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Creating a Professional Image

To make your document look professional.
• Use good visual impact
• Edit and proofread to eliminate
errors and typos
• Make sure the ink or toner is printing
evenly.
• Use a standard format.
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USE INDENTATION/BULLETS TO ADD INTEREST AND FOR EMPHASIS

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EMAILS
➢ Though e-mail standards continue to evolve,
good business writing principles still apply.
➢ In particular, treat e-mails as seriously as you
would any paper message.
➢ Use standard edited English and avoid a
flippant or playful tone.

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When Writing E-Mail, Remember

➢All principles of good business writing still
apply with e-mail.
➢While e-mail feels like talking, pay attention
to spelling and grammar.
➢Reread and proofread your messages.
➢E-mail should interest the readers in the
subject line and first paragraph.

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Should I write e-mail messages the

same way I write paper messages?

➢Don’t “Flame” your audience.

➢In particular, avoid writing messages while
you’re angry or otherwise strongly emotional.
Remember, once sent, e-mail messages
become a matter of record.
➢Remember that e-mail messages, like any
documents, can become documents in
lawsuits.

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Writing Persuasive E-Mail

Messages
➢In the body of the message, give
people all the information they need
to act.
➢At the end of the message, ask for
the action you want.

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Managing Time
Managing your incoming e-
mail is an essential skill for
every office worker
– Create folders, mailboxes,
and filters.
– Move items out of your
inbox.
– Delete messages after you
act on them.

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Managing Time
• If you need to save messages, move them to
folders on a specific topic or project.
• Create a “delete in 30 days” folder for items
you’ll need briefly.
• Purge files periodically—at least once a
month. (Once a week is better.)

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What e-mail “netiquette”

rules should I follow?
➢Never send angry messages by e-mail. If you
have a conflict with someone, work it out
face-to-face, not electronically.
➢Use full caps only to emphasize a single word
or two. Putting the whole message in caps is
considered as rude as shouting.
➢Send people only messages they need. Send
copies to your boss or CEO only if he or she
has asked you to.

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What e-mail “netiquette”

rules should I follow?
➢Find out how your recipient’s system works
and adapt your messages to it.
➢When you respond to a message, include only
the part of the original message that is
essential so that the reader understands your
posting.
➢When you compose a message in your word
processor and call it up in e-mail, use short
line lengths

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Resources

1. Locker, K. O., & Kaczmarek, S. K. (2014).

Business Communication: Building Critical
Skills (6th ed.) McGraw-Hill/Irwin
2. Use the Correct Business Letter Format
[Link]
[Link]/[Link]
3. Letter Writing Guide
[Link]
[Link]

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Four Main Types of

Based on Kolin Chapter 6

For Business Writing
By Dr. Jennifer L. Bowie

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TYPES OF BUSINESS LETTERS

There are four basic types of business letters:

1. inquiry letters
2. special request letters
3. sales letters, and
4. customer relations letters

Business letters can be further classified as positive/neutral,

negative, and persuasive.

➢ Inquiry and special request letters are neutral

➢ sales letters are persuasive, and
➢ customer relations letters can be positive or negative

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Inquiry Letter

An inquiry letter asks for information about a product,

service, or procedure. Businesses frequently exchange
inquiry letters, and customers frequently send them to
businesses.

Three basic rules for an effective inquiry letter are to :-

➢ state exactly what information you want,
➢ indicate clearly why you must have this information,
specify exactly when you must have it.

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Inquiry Letter

Purpose: Ask for information

➢ State clearly what information you are requesting
and why
➢ Write specific, concise, to the point questions that
are both easy to understand and easy to answer
• Use bullets to highlight the questions
• Leave space for the readers to answer the
questions
• Attach a questionnaire if you have more than 5
questions
➢ Specify by when you need the answers
➢ Thank the reader
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Special Request Letter

Purpose: Make a special demand

➢State clearly who you are and why you are

writing
➢Convince the reader to help
➢Show you are hard working
➢Discuss your reason for the request
➢Show you understand the situation and have
done research
➢Discuss why the person you are writing to is
the best person to help

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Special Request Letter

➢Write specific, concise, to the point questions
that are both easy to understand and easy to
answer
• Use bullets to highlight the questions
• Leave space for the readers to answer the
questions
• Attach a questionnaire if you have more
than 5 questions
➢Specify by when you need the answers
➢Thank the reader
➢Offer the reader a copy of the report or results
➢Ask for necessary permissions

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Special Request Letter

➢ Special request letters make a special demand, not a routine

inquiry. The way you present your request is crucial, since your
reader is not obliged to give you anything.

➢ When asking for information in a special request letter, state

who you are, why you are writing, precisely what information
you need, and exactly when you need the information (allow
sufficient time).

➢ If you are asking for information to include in a report or other

document, offer to forward a copy of the finished document as a
courtesy. State that you will keep the information confidential, if
that is appropriate.
➢ Finally, thank the recipient for helping you.
95

Sales Letters
A sales letter is written to persuade the reader to buy a
product, try a service, support a cause, or participate in an
activity. No matter what profession you are in, writing sales
letters is a valuable skill.
The "four A's" of sales letters are attention, appeal, application, and
action.

First, get the reader's attention.

Next, highlight your product's appeal.
Then, show the reader the product's application.
Finally, end with a specific request for action.

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To write an effective sales letter, follow these

guidelines:

➢Identify and limit your audience.

➢Use reader psychology. Appeal to readers'
emotions, pocketbook, comfort, and so on by
focusing on the right issues.
➢Don't boast or be a bore. Don't gush about your
company or make elaborate explanations about
a product.
➢Use words that appeal to readers' senses.
➢ Be ethical.
97

Sales Letters

Purpose: to persuade the readers to “buy” a product,

service, idea, or point of view

➢ Grab the reader’s attention

➢ Highlight the product’s appeal
➢ Show the product's use
➢ Conclude with a request for action (buy it!)
➢ Appeal to the reader with reader-centered issues
(health, convenience, service, saving money…)
➢ Use concrete words and colorful verbs
➢ Be ethical and truthful
➢ Don’t brag or go on
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Customer Relations Letters

Purpose: establish and maintain good

relationships with the customers
➢Be diplomatic
➢Be persuasive
➢Write from and understand the reader’s
perspective
There are several types…

99

Customer Relations Letters

Purpose: establish and maintain good

relationships with the customers
➢Be diplomatic
➢Be persuasive
➢Write from and understand the reader’s
perspective
There are several types…

100

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Customer Relations Letters

There are several types of Customer relations

letters.
101

Customer Relations Letters

➢These deal with establishing and maintaining

good working relationships.
➢They deliver good news or bad news, acceptances
or refusals.

➢If you are writing an acceptance letter, use the

direct approach-tell readers the good news up
front.
➢If you are writing a refusal letter, do not open the
letter with your bad news; be indirect.
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Follow Up letters

➢A follow-up letter is sent to thank a customer

for buying a product or service and to
encourage the customer to buy more in the
future.
➢As such it is a combination thank-you note
and sales letter.
➢Begin with a brief expression of gratitude.
➢Next, discuss the benefits already known to
the customer, and stress the company's
dedication to its customers.
103

Claims letters
Purpose: Express a complaint and request specific action (must have both)
• Choose a direct or indirect approach
– Direct is best for routine claim letters: claim is backed by
guarantee, warrantee, contract, reputation, or more
– Indirect is best for arguable claim letters: when the claim
is debatable or unusual
➢ Use a professional, rational, if possible positive, tone, and
not a hostile, negative, and/or emotional tone
➢ Clearly describe product or service with necessary details
➢ Explain the problem with details
➢ Propose a fair, precise, and appropriate
request/adjustment
➢ Present an explicit deadline

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Complaint Letters

These require delicacy. The right tone will increase your chances
of getting what you want.

➢ Adopt the "you" attitude.

➢ Begin with a detailed description of the product or service you
are complaining about. Include the model and serial numbers,
size, quantity , and color.
➢ Next, state exactly what is wrong with the product or service.
➢ Briefly describe the inconvenience you have experienced.
➢ Indicate precisely what you want done (you want your money
back, you want a new model, you want an apology, and so
on).
➢ Finally, ask for prompt handling of your claim.

105

Adjustment Letters

Purpose: Respond to claim letter with solution

➢Work to reconcile the situation and restore
the customer's trust in your company
➢“Be prompt, courteous, and decisive”
➢Use a positive or neutral tone without being
begrudging or taking full blame
➢Two types: “Yes” or “No”

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‘YES’ Adjustment Letters

➢Start with an apology and admit claim is

justified
➢Quickly present favorable news
➢Specifically state how you are correcting the
problem
➢Explain what happened and why
➢Conclude with a friendly, positive note

107

‘NO’ Adjustment Letters

➢ Use an indirect approach

➢ “Thank the customer for writing”
➢ Restate the customer’s problem
➢ Explain what happened and why without placing
blame
➢ Clearly state discussion without hedging
➢ Link “no” to benefits
➢ Conclude with concise gracious statement to (leave)
open the door to future business

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Refusal of Credit Letters

➢Begin on a positive note.

➢Express gratitude for the applicant for wanting
to do business with you.
➢Cite appropriate reasons for refusing to grant
the customer credit: lack of business
experience or prior credit, current unfavorable
or unstable financial conditions, and so on.
➢End on a positive note.
➢Encourage the reader to reapply later when
his or her circumstances have changed.

109

➢Think of them as mainly persuasive

documents
➢Write a reader-orientated document
not a writer-oriented document
➢Be respectful

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Categories of Business Letters

1. Positive - When the Reader will be pleased
☺

2. Negative - When the reader will not be pleased



3. Persuasive - When the reader must be persuaded

111

"Good News" letter format

I. Opening paragraph: Tells the Good News

In this paragraph you may want to include a sentence

showing appreciation towards the reader.

In letters giving both positive and negative responses

to a letter, think about giving only the positive
responses in the opening--what you can do. Explain
what you can't do at the end of the middle part of the
letter.

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"Good News" letter format

II. Middle: Gives the Details
Specific details are given in the middle
paragraphs of your letter. In only the very
simplest "good news" letters this information
can be put at the end of the opening
paragraph.

➢This part of the letter is where you give

information about how the request will be
granted, or give the conditions that must be
met before you can grant the request.

113

"Good News" letter format

II. Middle: Gives the Details

➢If several questions have been asked, make sure

you answer each question--possibly in separate
paragraphs. If your responses to all questions are
positive, answer them in the order asked. If you are
giving some positive and some negative responses,
give the positive responses first.

➢Finish this section telling the reader any requests

you cannot satisfy--along with a reason why. Try to
tell the reason why before you tell what you can't
do. E.g.

➢
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"Good News" letter format

III. Closing paragraph: your "CALL FOR ACTION."

➢ Restate, in general, any action needed from

your reader for you to grant the request.
➢ If a time element is important, give specific
dates.
➢ Because you are giving a positive response,
you should try to include a marketing
statement in your closing.

115

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Ms. Jameela Smith

Philadelphia National Bank
1 Broad Street
ROUTINE REQUEST
Philadelphia, PA 22222
Dear Ms. Smith
I am an Accounting major at Western Carolina University, and, as part of a senior accounting
thesis project, I am currently exploring the accounting staffs of a few large, distinguished firms. I
have been most impressed with your published material (Annual Report, Stockholder's
Statements, etc.), but I would like additional information on the various divisions of your
Accounting Department. Specifically, I need answers to the following questions:
1. What are the duties of each division within Accounting Department?
2. Do you have short-term internships for college undergraduates?
3. Is your entire Accounting staff composed of Certified Public Accountants?
4. Do you currently have novice positions in the Accounting Department?
5. Is the Accounting Department expected to expand within the next two years?
I have enclosed an SASE for your convenience, or you are welcome to email your response to
me at mymail@[Link]. Since my project is due at the end of the semester, I would appreciate it
if you responded no later than May 15.
As I will be graduating this spring, new positions and/or areas of work in your organization
would be of particular interest to me. I would greatly appreciate it if you would send me any
such information you have available. If you have any questions, please do not hesitate to call
(xxx-xxx-xxxx) or email me (bgastle@[Link]).
Sincerely

117

"Bad News"
➢ Don't deliver the bad news in the opening paragraph.

➢ Always try to tell what you CAN do before you say what you
CAN'T do.

➢ Explain the WHY before you deliver the bad news. For many
readers, once they see the NO they don't pay attention to
the WHY.

➢ Remember that a major goal is to maintain a positive

relationship with the reader. Do whatever you can to help
the reader understand and accept your message.

➢ When you are through writing the letter, make sure the
message that you cannot grant the request is clear.

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"Bad News" letter format

(usually three or four paragraphs)

1. Opening paragraph: show appreciation for

the reader, but don't deliver the "bad news"
here. This is your buffer paragraph.

• Buffer
– a neutral or positive statement that allows you to
delay the negative

119

"Bad News" letter format

(usually three or four paragraphs)

2. Middle: give the reasons why you cannot grant the

request--then deliver the bad news. This is the hard part
of the letter to write. Remember that your goal is to help
the reader understand and accept your decision. Try to
state the refusal in a positive way. Sometimes you can
soften the blow by inferring the bad news and still leave a
clear understanding with the reader.

3. Closing paragraph. If at all possible, state something you

CAN do for the reader in the closing. In any case, provide
the reader with a suggested action to remedy the
situation. Close with a positive statement.

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Benson Bike Shop

123 First Avenue
Redmond, WA 98053-3345

October 11, 2010

Mr. John Anderson

1528 NE 173rd Avenue
Woodinville, WA 98072

Your "buffer" Dear Mr. Anderson

paragraph--do
not give the Thank you for your letter of September 15. We appreciate your inquiry
"bad news" in
the opening
concerning your Benson 500 motorcycle. We want to satisfy our customers with
paragraph. high-quality products and service.

Explain WHY The Benson Bike Shop carries a one-year warrantee on all parts and labor under
before you tell normal usage. Page 6 of your owner's manual states that 2-cycle engine oil and
or infer the bad
news that the
unleaded gasoline must be used for the warrantee to be in effect. Our inspection of
guarantee will you motorcycle engine showed that 10W30 oil had been used, along with leaded
not cover the gasoline. The use of incorrect oil and gasoline has caused the problems you are
repair. experiencing.
Always try to
tell what you Our skilled technicians can repair your motorcycle engine at the usual rate. The
CAN do to repairs are guaranteed for 90 days. We are confident that we can restore your
help solve the engine to excellent working condition, and we would be happy to answer any
problem. maintenance questions you may have.
End with your
CALL FOR Please call our repair center at 425-564-7889 to tell us if you would like us to
ACTION and a proceed with the repairs. As soon as your engine is repaired you will be able to
positive
enjoy riding your Benson 500 once again.
statement.

Sincerely

Michael Simmons
Benson Service Center

121

Persuasive (Sales) letter format

(Use the AIDA Principle – Attention, Interest, Desire, Action)

➢ Opening paragraph: get the reader's attention. If you are

not able to get the reader's attention he or she will not read
the rest of the letter.

➢ Middle paragraphs: build desire for your product or

service. Give believable facts about your product. Show how
the product will satisfy your reader's needs. Reinforce your
statements by referring to endorsements or references.
Towards the end of this part of the letter, you might include a
sincere statement praising the reader.

➢ Closing paragraph: CLOSE THE SALE. Make it easy for your

reader to act. Motivate action by giving a benefit for replying
within a definite timeline, if that is appropriate.

123

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What are the most common kinds of

informative and positive messages?

Transmittals Confirmations Summaries

Thank-You
Adjustments
Notes

10-124

124

How to Organize an Informative or

Positive Message

10-125

125

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Checklist for Informative and

Positive Messages

10-126

126

What are the most common kinds of

negative messages?

Rejections and Refusals

Disciplinary Notices and Negative

Performance Appraisals

Layoffs and Firings

11-127

127

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How to Organize a Negative Memo

to Your Superior

11-128

128

How to Organize a Negative Memo to

Peers or Subordinates

11-129

129

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Checklist for Negative Messages

11-130

130

Kinds of Persuasive Messages

Orders and Requests

Proposals and Recommendations

Sales and Fund-Raising Letters

Job Application Letters

Reports (if they recommend action)

12-131

131

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How to Organize a Direct Request

12-132

132

How to Organize a Problem-Solving

Persuasive Message

12-133

133

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Checklist for Direct Requests

12-134

134

135

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