Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
Business Letter Writing
0
RALPH L. WOOD, B.A., PD.B. PRINCIPAL, SCHOOL OF SALESMANSHIP
INTERNATIONAL CORRESPONDENCE SCHOOLS
PLANNING AND THE MECHAN
LETTER TTER
ROUTINE AND ADJUSTMENT LETTERS
INSTITUTE OF BUSINESS SCIENCE SCRANTON, PA.
- - -- - , - --
I - - ..--- - - - - - - - - . - - -.-- -- - - -- - -- -- ---
Planning and Writing the Letter: Copyright, 1927, by rNTRNATroNAL TEXTBOOK
COMPANY.
The Mechanics of the Letter: Copyright, 1927, by I NTERNATTONAL TEXTB001 COMPANY,
Routine and Adjustment Letters: Copyright, 12.7, by INTERNATIONAL TEXTBOOK
C OM.PAN
Copyright in Great Britain
All rights reserved
Printed in U S. A1
INTERNATIONAL TEXTBOOK PRESS
Scranton, Pa. 92936
NOTE.—This book is made up of separate parts, or sections, as indicated by thcfr tit'es, and the page numbers of each usually begin with L In this list of contents the titles of the parts are given in the order in which they appear in the book, and under each title is a full synoiis of the subjects treated.
PLANNING AND WRITING THE LETTER Pages Planning the Letter. - . .0 &. 4.. W W• - . . . . a • • 1- 5
Requisites of a good letter; Outline; Franklin's method; Degree of detail in outlines; Specimen outline; General principles of composition.
Writing the Letter. . . 6 4 . a a - 0 . - 9 V 6 P V V P
Spelling. --- --- . . . 4 0 9• . , . . . . a • • a - How to spell correctly; Words commonly misspelled.
Diction . . . . . . - . . - - a . . . 0 - , 4 . . . . , . . . . . . . - . . + .
Use of the right word; Study of synonyms; The habit of observation; Use of national words; Use of reputable words; Use of present words
6-45
6-9
10-16
Sentence Construction. Essential qualities of a
rectness; Clearness; Emphasis; Euphony; tences; Loose and pen: construction
• • - . ., - a 4 • • • -
3rammatieal cor nity; coherence; es; Kinds of sen-
ariety in sentence
17-26
27-35
36-41
36
37-41
42-45
Construction of Paragraph'! Definition; Unity; Coherence; Coherence by arrangement;
Coherence by connectives; Importance of coherence; Emphasis; Length of paragraphs.
Beginning the Letter. • + a • • . . . , a a • -
Importance of Effective Openings. * -. . .. . . . .
Principles Involved in Effective Openings. Two general principles; Naturalness of style; Gaining the
reader's attention..
Ending the Letter.- a a - + P • • s a . - - -
Purpose; Qiialities-
THE MECHANICS OF THE LETTER
Make-Up of a Letter. . +
Materials..... • - - - • • . . . . . - . . + . - - - - - - Paper; Envelopes; Ink.
Arrangement of the Letter. . a . . . , • U U I a • a
1-29
1-2
1-29
35-36 37-49 37-38
39 40-41 42-49
iv
CONTENTS
THE MECHANICS OF THE LETTER—(Cojitinued) Pages
The Letter as a Whole .... 3-6 Importance of arrangement; Parts of a letter.
Head*111 Cr tn .1. . . . • V p 9 p p F W + . I P + 1 4 + 4 I I I A A 4
Form and location; Date; Punctuation; Specimens of headings.
Address.. . . • • • • • • , .. - . . . . uk. WWW
Form, location, and punctuation; Titles and names. Salutation - . . . . . . . .. . . . . . . . -----------
Bodvof the Letten...Ow.r. .1 • •
Do
. 0
Complimentary Close, Signature, Postscript, Superscrip- tion, Stamp.
Peturn Address,. 144 I
Fo1dingtheLettcr... ------------- Abbreviations. . . 4 4 . . - •
7-10
11-15
16-17 16-18
19-27 2.8-29 30-34
ROUTINE AND
ENT LETTERS
Routine. Letters. Letters ordering goods 4 ii delayed orders;
Explaining delayed o; Paym by mail; Letters acknowledging orders - t.erining enclosures; Letters of Replies to inquiries; Letters of recommendion; Letters of resigna- tion; Letters accepting invitations; Letters declining invitations; Congratulations on business success; Letters of sympathy; Internal Letters; Stock phrases.
Adjustment Letters..... . r1-.1EVW Pf . 4 • j WV. rr-1-1 §.*** Letters of Complaint..... I P I • P I I P P
Measures to Prevent Complaints. 4 4 1 4 • I 4 1 4 4 4
Essentials of a Complaint Letter. ! p p Clearness; Courtesy; Conciseness; How to close.
Series of Complaints. ---------------- I I P + P 1 U I
Replies to Complaints. . - . . ............. + V • • • • 0 • General Suggestions. Three Things the Letter Should Accomplish. P 5 I Drawing Out Complaints... How, to Handle Complaints.. . . . - ...+..
Prompt attention; Sympathetic attitude; Grant concessions cheerfully; Never blame the customer; Special offers; Diplomacy in making refusal; Acknowledging mistakes; Refuse to give special privileges; Offer service,
1-3D
31-62 31-36 31-32 33-35
Examples of Adjustment Letters. . . . . . . . . . 61 4. V . W 50-62