Upload
ahsan
View
224
Download
1
Tags:
Embed Size (px)
DESCRIPTION
letter writing example
Citation preview
11
WELCOME TO LETTER WRITINGWELCOME TO LETTER WRITING
Management Development InstituteManagement Development Institute 22
Effective LettersEffective Letters
ObjectivesObjectives
Essential componentsEssential components
FormatsFormats
Different TypesDifferent Types
Technical Writing Criteria Technical Writing Criteria
Management Development InstituteManagement Development Institute 33
Letters ObjectivesLetters Objectives Serve as external communicationServe as external communication Reflect on you and your companyReflect on you and your company Constitute a legally binding contractConstitute a legally binding contract
No matter what type of letter you No matter what type of letter you writewrite• Follow accepted letter formatsFollow accepted letter formats• Maintain the proper toneMaintain the proper tone• Avoid errorsAvoid errors
Management Development InstituteManagement Development Institute 44
Letter EssentialsLetter Essentials Letterhead (writer’s) addressLetterhead (writer’s) address DateDate Reader inside addressReader inside address SalutationSalutation Text (Introduction, Body, Conclusion)Text (Introduction, Body, Conclusion) Complimentary closeComplimentary close Typed name and signatureTyped name and signature Reference SectionReference Section
Management Development InstituteManagement Development Institute 55
What is the purpose of writing this letter?What is the purpose of writing this letter?
What is the first Question to askbefore you start writing a letter?What is the first Question to askbefore you start writing a letter?
Management Development InstituteManagement Development Institute 66
What type of a letter is it?What type of a letter is it? Inquiry?Inquiry?
Cover ?Cover ?
Good news ?Good news ?
Bad news ?Bad news ?
Complaint?Complaint?
Adjustment?Adjustment?
Sales?Sales?
Management Development InstituteManagement Development Institute 77
Audience AnalysisAudience AnalysisWho is my audience?Who is my audience?
Customer?Customer?
Boss?Boss?
A Senior Manager?A Senior Manager?
Someone Skeptical?Someone Skeptical? (Unconvinced)(Unconvinced)
Someone Supportive?Someone Supportive?
Someone Antagonistic Someone Antagonistic (Aggressive)(Aggressive)
Someone Disappointed?Someone Disappointed?
A Colleague?A Colleague?
Customer?Customer?
Boss?Boss?
A Senior Manager?A Senior Manager?
Someone Skeptical?Someone Skeptical? (Unconvinced)(Unconvinced)
Someone Supportive?Someone Supportive?
Someone Antagonistic Someone Antagonistic (Aggressive)(Aggressive)
Someone Disappointed?Someone Disappointed?
A Colleague?A Colleague?
Management Development InstituteManagement Development Institute 88
Letters of InquiryLetters of Inquiry
IntroductionIntroduction• Clarify your intent in the introduction (why?)Clarify your intent in the introduction (why?)• Identify the subject matter (what?)Identify the subject matter (what?)
DiscussionDiscussion• Specify your needsSpecify your needs• Ask precise questions or list specific topicsAsk precise questions or list specific topics
• ““Do you need 250 ampoules of Hepatitis Do you need 250 ampoules of Hepatitis B Vaccine by 20B Vaccine by 20thth of May 2004?” of May 2004?”
ConclusionConclusion• Conclude preciselyConclude precisely• Provide dated action; explain whyProvide dated action; explain why
Management Development InstituteManagement Development Institute 99
Cover LetterCover Letter
Tells your readers up front what Tells your readers up front what they are receivingthey are receiving
Focuses your readers’ attention Focuses your readers’ attention on key points within the on key points within the enclosuresenclosures
Continued ……….Continued ……….
Management Development InstituteManagement Development Institute 1010
Cover LettersCover Letters
IntroductionIntroduction
DiscussionDiscussion
ConclusionConclusion
Management Development InstituteManagement Development Institute 1111
Good News LettersGood News Letters
IntroductionIntroduction Explain:Explain: WhyWhy you’re you’re
writing writing
Tell Tell whatwhat you’re you’re writing aboutwriting about
Management Development InstituteManagement Development Institute 1212
Good News LettersGood News LettersGood News LettersGood News Letters
Discussion:Discussion: Explain Explain Exactly whatExactly what has has
justified the justified the grant of grant of customer’s wishcustomer’s wish
Discussion:Discussion: Explain Explain Exactly whatExactly what has has
justified the justified the grant of grant of customer’s wishcustomer’s wish
Management Development InstituteManagement Development Institute 1313
Good News LettersGood News LettersGood News LettersGood News Letters
Conclusion: Conclusion:
whatwhat you plan next you plan next WhenWhen this action this action
will occurwill occur whywhy the date is the date is
importantimportant
Conclusion: Conclusion:
whatwhat you plan next you plan next WhenWhen this action this action
will occurwill occur whywhy the date is the date is
importantimportant
Management Development InstituteManagement Development Institute 1414
Good News LettersGood News Letters Do you appreciate Do you appreciate
the good work of the good work of your subordinates your subordinates in writing?in writing?
Please do that, it Please do that, it will cost nothing will cost nothing and buy you a lot of and buy you a lot of supportsupport
Do you appreciate Do you appreciate the good work of the good work of your subordinates your subordinates in writing?in writing?
Please do that, it Please do that, it will cost nothing will cost nothing and buy you a lot of and buy you a lot of supportsupport
Management Development InstituteManagement Development Institute 1515
Letter of AppreciationLetter of Appreciationto a subordinateto a subordinate
How should we begin that?How should we begin that? Congratulations, Muhammad Ali, on Congratulations, Muhammad Ali, on
your performance during the last your performance during the last quarter. You have exhibited quarter. You have exhibited excellent performance through excellent performance through dedication and hard work and have dedication and hard work and have surpassed your sales quota by 25%. surpassed your sales quota by 25%. The director of sales has also The director of sales has also extended his appreciation on your extended his appreciation on your outstanding performance.outstanding performance.
Now announce the reward, if anyNow announce the reward, if any
How should we begin that?How should we begin that? Congratulations, Muhammad Ali, on Congratulations, Muhammad Ali, on
your performance during the last your performance during the last quarter. You have exhibited quarter. You have exhibited excellent performance through excellent performance through dedication and hard work and have dedication and hard work and have surpassed your sales quota by 25%. surpassed your sales quota by 25%. The director of sales has also The director of sales has also extended his appreciation on your extended his appreciation on your outstanding performance.outstanding performance.
Now announce the reward, if anyNow announce the reward, if any
Management Development InstituteManagement Development Institute 1616
Bad News LettersBad News Letters1. Buffer (Defense)1. Buffer (Defense)2. Explanation2. Explanation3. Decision3. Decision4. Friendly Positive Close4. Friendly Positive Close
Tact is requiredTact is required
Couch the negatives in positive Couch the negatives in positive terms.terms.
Tact is requiredTact is required
Couch the negatives in positive Couch the negatives in positive terms.terms.
Management Development InstituteManagement Development Institute 1717
Bad News LettersBad News Letters
Introduction: begin with a bufferIntroduction: begin with a buffer
Discussion: states the bad news; Discussion: states the bad news; preface your assertions with preface your assertions with quantifiable proofquantifiable proof
Conclusion: give your readers an Conclusion: give your readers an opportunity for future success; opportunity for future success; provide options to your readersprovide options to your readers
Introduction: begin with a bufferIntroduction: begin with a buffer
Discussion: states the bad news; Discussion: states the bad news; preface your assertions with preface your assertions with quantifiable proofquantifiable proof
Conclusion: give your readers an Conclusion: give your readers an opportunity for future success; opportunity for future success; provide options to your readersprovide options to your readers
Management Development InstituteManagement Development Institute 1818
Bad News LettersBad News Letters
1.1. Buffer:Buffer:
We appreciate your letter telling us about your We appreciate your letter telling us about your problem with the merchandize we shipped you problem with the merchandize we shipped you six months agosix months ago
Thank you for giving us the opportunity to Thank you for giving us the opportunity to consider your credit application for 45 days consider your credit application for 45 days instead of 30 days.instead of 30 days.
What Next after the good feelings What Next after the good feelings generator?generator?
1.1. Buffer:Buffer:
We appreciate your letter telling us about your We appreciate your letter telling us about your problem with the merchandize we shipped you problem with the merchandize we shipped you six months agosix months ago
Thank you for giving us the opportunity to Thank you for giving us the opportunity to consider your credit application for 45 days consider your credit application for 45 days instead of 30 days.instead of 30 days.
What Next after the good feelings What Next after the good feelings generator?generator?
Management Development InstituteManagement Development Institute 1919
Bad News LettersBad News Letters
Possibilities of Buffer:Possibilities of Buffer:
Agreement:Agreement: Agree with your reader on Agree with your reader on something, if possible (perhaps business something, if possible (perhaps business conditions, costs, or any other pertinent itemconditions, costs, or any other pertinent item
Appreciation:Appreciation: Thank the reader (for Thank the reader (for information, application, request, inquiry, information, application, request, inquiry, cooperation, or whatever applies)cooperation, or whatever applies)
Assurance:Assurance: Assure the reader of your careful Assure the reader of your careful consideration and honest explanation of all consideration and honest explanation of all available facts about the problemavailable facts about the problem
Possibilities of Buffer:Possibilities of Buffer:
Agreement:Agreement: Agree with your reader on Agree with your reader on something, if possible (perhaps business something, if possible (perhaps business conditions, costs, or any other pertinent itemconditions, costs, or any other pertinent item
Appreciation:Appreciation: Thank the reader (for Thank the reader (for information, application, request, inquiry, information, application, request, inquiry, cooperation, or whatever applies)cooperation, or whatever applies)
Assurance:Assurance: Assure the reader of your careful Assure the reader of your careful consideration and honest explanation of all consideration and honest explanation of all available facts about the problemavailable facts about the problem
Management Development InstituteManagement Development Institute 2020
Bad News LettersBad News Letters
Possibilities of Buffer:Possibilities of Buffer:
Compliment:Compliment: Try to compliment the reader on Try to compliment the reader on something good about his past record or something good about his past record or request (sincerity, careful listing of facts or request (sincerity, careful listing of facts or other)other)
Cooperation:Cooperation: Show a sincere desire to be as Show a sincere desire to be as helpful as possiblehelpful as possible
Neutral Courtesy:Neutral Courtesy: Keep your opening Keep your opening paragraph noncommittal. For instance, if you paragraph noncommittal. For instance, if you must announce a price increase or service must announce a price increase or service decrease, use a neutral word such as decrease, use a neutral word such as “change”“change”
Possibilities of Buffer:Possibilities of Buffer:
Compliment:Compliment: Try to compliment the reader on Try to compliment the reader on something good about his past record or something good about his past record or request (sincerity, careful listing of facts or request (sincerity, careful listing of facts or other)other)
Cooperation:Cooperation: Show a sincere desire to be as Show a sincere desire to be as helpful as possiblehelpful as possible
Neutral Courtesy:Neutral Courtesy: Keep your opening Keep your opening paragraph noncommittal. For instance, if you paragraph noncommittal. For instance, if you must announce a price increase or service must announce a price increase or service decrease, use a neutral word such as decrease, use a neutral word such as “change”“change”
Management Development InstituteManagement Development Institute 2121
Bad News LettersBad News Letters
Possibilities of Buffer:Possibilities of Buffer:
Good news: Good news: If you can grant any part of a If you can grant any part of a request, and you think your reader will be request, and you think your reader will be pleased, begin with that good news. pleased, begin with that good news.
Understanding:Understanding: Show you understand or Show you understand or sympathize with the reader’s problemsympathize with the reader’s problem
Warning: Buffers should be neutral, Warning: Buffers should be neutral, avoid misleading the reader/customer avoid misleading the reader/customer into thinking the news is goodinto thinking the news is good
Possibilities of Buffer:Possibilities of Buffer:
Good news: Good news: If you can grant any part of a If you can grant any part of a request, and you think your reader will be request, and you think your reader will be pleased, begin with that good news. pleased, begin with that good news.
Understanding:Understanding: Show you understand or Show you understand or sympathize with the reader’s problemsympathize with the reader’s problem
Warning: Buffers should be neutral, Warning: Buffers should be neutral, avoid misleading the reader/customer avoid misleading the reader/customer into thinking the news is goodinto thinking the news is good
Management Development InstituteManagement Development Institute 2222
Bad News LettersBad News Letters
2.2. Explanation after Buffer:Explanation after Buffer:
A.A. Customer centric: Customer centric: Convince the customer you are acting in Convince the customer you are acting in
his or her best interests in the long run or his or her best interests in the long run or in accordance to a policy that is enforced in accordance to a policy that is enforced equally for all.equally for all.
Avoid the insincere: “Much as I would like Avoid the insincere: “Much as I would like to … however, ….”to … however, ….”
Avoid reasons that suggest benefit to only Avoid reasons that suggest benefit to only your firm.your firm.
2.2. Explanation after Buffer:Explanation after Buffer:
A.A. Customer centric: Customer centric: Convince the customer you are acting in Convince the customer you are acting in
his or her best interests in the long run or his or her best interests in the long run or in accordance to a policy that is enforced in accordance to a policy that is enforced equally for all.equally for all.
Avoid the insincere: “Much as I would like Avoid the insincere: “Much as I would like to … however, ….”to … however, ….”
Avoid reasons that suggest benefit to only Avoid reasons that suggest benefit to only your firm.your firm.
Management Development InstituteManagement Development Institute 2323
Bad News LettersBad News Letters
2.2. Explanation after Buffer:Explanation after Buffer:
B.B. Courteous Explanation: Courteous Explanation: Explain courteously all relevant facts Explain courteously all relevant facts
behind your decisionbehind your decision
Mention first the favorable factors , then Mention first the favorable factors , then the less favorablethe less favorable
2.2. Explanation after Buffer:Explanation after Buffer:
B.B. Courteous Explanation: Courteous Explanation: Explain courteously all relevant facts Explain courteously all relevant facts
behind your decisionbehind your decision
Mention first the favorable factors , then Mention first the favorable factors , then the less favorablethe less favorable
Management Development InstituteManagement Development Institute 2424
Bad News LettersBad News Letters
2.2. Explanation after Buffer:Explanation after Buffer:
C.C. Careful Consideration: Careful Consideration: Show that the request has been carefully Show that the request has been carefully
considered for the reader’s benefit as well considered for the reader’s benefit as well as your company’sas your company’s
2.2. Explanation after Buffer:Explanation after Buffer:
C.C. Careful Consideration: Careful Consideration: Show that the request has been carefully Show that the request has been carefully
considered for the reader’s benefit as well considered for the reader’s benefit as well as your company’sas your company’s
Management Development InstituteManagement Development Institute 2525
Bad News LettersBad News Letters
3.3. Decision After Explanation:Decision After Explanation:
a.a. Implied Implied
b.b. Expressed with Resale and/or Expressed with Resale and/or Helpful SuggestionsHelpful Suggestions
3.3. Decision After Explanation:Decision After Explanation:
a.a. Implied Implied
b.b. Expressed with Resale and/or Expressed with Resale and/or Helpful SuggestionsHelpful Suggestions
Management Development InstituteManagement Development Institute 2626
Bad News LettersBad News Letters
4.4. Friendly, Positive Close after Friendly, Positive Close after Decision:Decision:
a.a. Offer assurances that you appreciate the Offer assurances that you appreciate the reader as a customerreader as a customer
b.b. Invite future patronage, cooperation, Invite future patronage, cooperation, suggestions, or compliance with decision. suggestions, or compliance with decision. Include mild, no-pressure sales promotional Include mild, no-pressure sales promotional material if you think reader would respond material if you think reader would respond favorably favorably
4.4. Friendly, Positive Close after Friendly, Positive Close after Decision:Decision:
a.a. Offer assurances that you appreciate the Offer assurances that you appreciate the reader as a customerreader as a customer
b.b. Invite future patronage, cooperation, Invite future patronage, cooperation, suggestions, or compliance with decision. suggestions, or compliance with decision. Include mild, no-pressure sales promotional Include mild, no-pressure sales promotional material if you think reader would respond material if you think reader would respond favorably favorably
Management Development InstituteManagement Development Institute 2727
Bad News LettersBad News Letters
4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:
c.c. Make clear whatever action is required, Make clear whatever action is required,
i.i. When to do itWhen to do it
ii.ii. How to do itHow to do it
easily if you need the reader’s easily if you need the reader’s approval or if the reader must take approval or if the reader must take actionaction
4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:
c.c. Make clear whatever action is required, Make clear whatever action is required,
i.i. When to do itWhen to do it
ii.ii. How to do itHow to do it
easily if you need the reader’s easily if you need the reader’s approval or if the reader must take approval or if the reader must take actionaction
Management Development InstituteManagement Development Institute 2828
Bad News LettersBad News Letters4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:
d.d. Express continued Express continued
i.i. interestinterest
ii.ii. ServiceService
iii.iii. Reader benefitReader benefit
iv.iv. Reader’s success with alternativesReader’s success with alternatives
v.v. Do not repeat the bad newDo not repeat the bad new
vi.vi. Avoid statements such as “I trust our Avoid statements such as “I trust our decision is satisfactory”decision is satisfactory”
vii.vii. Or “Let us know if you any further Or “Let us know if you any further problems”problems”
4.4. Friendly, Positive Close after Decision:Friendly, Positive Close after Decision:
d.d. Express continued Express continued
i.i. interestinterest
ii.ii. ServiceService
iii.iii. Reader benefitReader benefit
iv.iv. Reader’s success with alternativesReader’s success with alternatives
v.v. Do not repeat the bad newDo not repeat the bad new
vi.vi. Avoid statements such as “I trust our Avoid statements such as “I trust our decision is satisfactory”decision is satisfactory”
vii.vii. Or “Let us know if you any further Or “Let us know if you any further problems”problems”
Management Development InstituteManagement Development Institute 2929
Complaint LettersComplaint LettersComplaint LettersComplaint Letters
Introduction:Introduction: politely state the politely state the problem; include supporting documents problem; include supporting documents
Discussion:Discussion: explain in detail the problems explain in detail the problems experienced; be specific; document your experienced; be specific; document your claims; state what you want done and whyclaims; state what you want done and why
Conclusion:Conclusion: end your letter positively; end your letter positively; reflect your company’s professionalism; reflect your company’s professionalism; include phone number and when you may include phone number and when you may bebe reachedreached
Introduction:Introduction: politely state the politely state the problem; include supporting documents problem; include supporting documents
Discussion:Discussion: explain in detail the problems explain in detail the problems experienced; be specific; document your experienced; be specific; document your claims; state what you want done and whyclaims; state what you want done and why
Conclusion:Conclusion: end your letter positively; end your letter positively; reflect your company’s professionalism; reflect your company’s professionalism; include phone number and when you may include phone number and when you may bebe reachedreached
Management Development InstituteManagement Development Institute 3030
Adjustment LettersAdjustment Letters
Also known as response to letter of complaintAlso known as response to letter of complaint 100 Percent Yes Letter 100 Percent Yes Letter (good-news letter)(good-news letter)
• You agree 100 percent with the writer of the complaint letterYou agree 100 percent with the writer of the complaint letter
100 Percent No Letter 100 Percent No Letter (bad-news letter)(bad-news letter)
• You disagree 100 percent with the writer of the complaint You disagree 100 percent with the writer of the complaint letterletter
Partial Adjustment LetterPartial Adjustment Letter
• May agree with some of the writer’s complaintsMay agree with some of the writer’s complaints
• May disagree with other aspects of the complaintMay disagree with other aspects of the complaint
Also known as response to letter of complaintAlso known as response to letter of complaint 100 Percent Yes Letter 100 Percent Yes Letter (good-news letter)(good-news letter)
• You agree 100 percent with the writer of the complaint letterYou agree 100 percent with the writer of the complaint letter
100 Percent No Letter 100 Percent No Letter (bad-news letter)(bad-news letter)
• You disagree 100 percent with the writer of the complaint You disagree 100 percent with the writer of the complaint letterletter
Partial Adjustment LetterPartial Adjustment Letter
• May agree with some of the writer’s complaintsMay agree with some of the writer’s complaints
• May disagree with other aspects of the complaintMay disagree with other aspects of the complaint
Management Development InstituteManagement Development Institute 3131
Adjustment LettersAdjustment LettersErr on the Side of CustomerErr on the Side of Customer
Give him/her benefit of the doubtGive him/her benefit of the doubt Tone Tone A considerate and courteous tone is importantA considerate and courteous tone is important
• Customer may have been irritated or inconveniencedCustomer may have been irritated or inconvenienced
Do not show as if it is for own motivesDo not show as if it is for own motives
• ““Nevertheless, so that we can keep Nevertheless, so that we can keep you as satisfied customer, we are you as satisfied customer, we are willing to allow you to exchange willing to allow you to exchange these items”these items”
Are there any objectionable words or phrases in the Are there any objectionable words or phrases in the above statement?above statement?
Give him/her benefit of the doubtGive him/her benefit of the doubt Tone Tone A considerate and courteous tone is importantA considerate and courteous tone is important
• Customer may have been irritated or inconveniencedCustomer may have been irritated or inconvenienced
Do not show as if it is for own motivesDo not show as if it is for own motives
• ““Nevertheless, so that we can keep Nevertheless, so that we can keep you as satisfied customer, we are you as satisfied customer, we are willing to allow you to exchange willing to allow you to exchange these items”these items”
Are there any objectionable words or phrases in the Are there any objectionable words or phrases in the above statement?above statement?
Management Development InstituteManagement Development Institute 3232
Adjustment LettersAdjustment LettersErr on the Side of the Side of CustomerErr on the Side of the Side of Customer
There are objectionable words and There are objectionable words and phrases in the statement belowphrases in the statement below
• ““Nevertheless, so thatNevertheless, so that we can we can keep youkeep you as aas a satisfied customer, satisfied customer, we arewe are willing willing toto allow you allow you to to exchange these items”exchange these items”
we can keep youwe can keep you is selfishis selfish willingwilling and and allow youallow you sound sound
condescending (condescending (Arrogant)Arrogant)
There are objectionable words and There are objectionable words and phrases in the statement belowphrases in the statement below
• ““Nevertheless, so thatNevertheless, so that we can we can keep youkeep you as aas a satisfied customer, satisfied customer, we arewe are willing willing toto allow you allow you to to exchange these items”exchange these items”
we can keep youwe can keep you is selfishis selfish willingwilling and and allow youallow you sound sound
condescending (condescending (Arrogant)Arrogant)
Management Development InstituteManagement Development Institute 3333
Adjustment LettersAdjustment LettersErr on the Side of the Side of CustomerErr on the Side of the Side of CustomerBut customer is importantBut customer is important
What is a better and more courteous way What is a better and more courteous way to convey the same messageto convey the same message
• ““Because we want you to be Because we want you to be completely pleased, we will gladly completely pleased, we will gladly exchange the consignment for exchange the consignment for you”you”
Should you say sorry in this situation?Should you say sorry in this situation? No, there is no need toNo, there is no need to But definitely if you are at faultBut definitely if you are at fault
What is a better and more courteous way What is a better and more courteous way to convey the same messageto convey the same message
• ““Because we want you to be Because we want you to be completely pleased, we will gladly completely pleased, we will gladly exchange the consignment for exchange the consignment for you”you”
Should you say sorry in this situation?Should you say sorry in this situation? No, there is no need toNo, there is no need to But definitely if you are at faultBut definitely if you are at fault
Management Development InstituteManagement Development Institute 3434
Adjustment LettersAdjustment LettersSeller at Fault – say late deliveriesSeller at Fault – say late deliveries
In the first paragraph create In the first paragraph create
rapportrapport (Relationship) (Relationship) with the customer – with the customer – think what will please the customerthink what will please the customer
Scenario: Scenario: Customer has threatened: either “eliminate the delays” in Customer has threatened: either “eliminate the delays” in your shipments or risk losing the businessyour shipments or risk losing the business
What should be the opening?What should be the opening?
“ “ You shall be glad to hear that we have found You shall be glad to hear that we have found a new way to speed deliveries of our medicines a new way to speed deliveries of our medicines to you. From now on your orders shall be to you. From now on your orders shall be delivered within 48 hours from the date of delivered within 48 hours from the date of receipt in our order process department ”receipt in our order process department ”
In the first paragraph create In the first paragraph create
rapportrapport (Relationship) (Relationship) with the customer – with the customer – think what will please the customerthink what will please the customer
Scenario: Scenario: Customer has threatened: either “eliminate the delays” in Customer has threatened: either “eliminate the delays” in your shipments or risk losing the businessyour shipments or risk losing the business
What should be the opening?What should be the opening?
“ “ You shall be glad to hear that we have found You shall be glad to hear that we have found a new way to speed deliveries of our medicines a new way to speed deliveries of our medicines to you. From now on your orders shall be to you. From now on your orders shall be delivered within 48 hours from the date of delivered within 48 hours from the date of receipt in our order process department ”receipt in our order process department ”
Management Development InstituteManagement Development Institute 3535
Adjustment LettersAdjustment LettersSeller at Fault – say late deliveriesSeller at Fault – say late deliveries
You should generally include an You should generally include an explanation of the problem or explanation of the problem or mistakemistake
“ “ The late deliveries were being The late deliveries were being caused due to overload on our staff caused due to overload on our staff during the beginning of summer. We during the beginning of summer. We have increased the number of order have increased the number of order processing personnel to serve our processing personnel to serve our customers better”customers better”
You should generally include an You should generally include an explanation of the problem or explanation of the problem or mistakemistake
“ “ The late deliveries were being The late deliveries were being caused due to overload on our staff caused due to overload on our staff during the beginning of summer. We during the beginning of summer. We have increased the number of order have increased the number of order processing personnel to serve our processing personnel to serve our customers better”customers better”
Management Development InstituteManagement Development Institute 3636
Adjustment LettersAdjustment LettersWhen fault is not yet determinedWhen fault is not yet determined
You should generally include an You should generally include an explanation of the problem or mistakeexplanation of the problem or mistake
“ “ The late deliveries are a matter of The late deliveries are a matter of concern to us. We are investigating concern to us. We are investigating the causes and shall endeavour to the causes and shall endeavour to process your orders most efficiently process your orders most efficiently and shall advise of you of future and shall advise of you of future procedure”procedure”
You should generally include an You should generally include an explanation of the problem or mistakeexplanation of the problem or mistake
“ “ The late deliveries are a matter of The late deliveries are a matter of concern to us. We are investigating concern to us. We are investigating the causes and shall endeavour to the causes and shall endeavour to process your orders most efficiently process your orders most efficiently and shall advise of you of future and shall advise of you of future procedure”procedure”
Management Development InstituteManagement Development Institute 3737
Sales LettersSales Letters
Arouse reader interestArouse reader interest• An anecdote, a question, a quotation, dataAn anecdote, a question, a quotation, data
Develop your assertionsDevelop your assertions• Specify exactly what you offer to benefit your Specify exactly what you offer to benefit your
readers or how you’ll solve your readers’ readers or how you’ll solve your readers’ problemsproblems
• Provide data to document your assertionsProvide data to document your assertions• Give testimony from satisfied customersGive testimony from satisfied customers• Document your credentialsDocument your credentials
Make your readers actMake your readers act Present an appealing stylePresent an appealing style
Arouse reader interestArouse reader interest• An anecdote, a question, a quotation, dataAn anecdote, a question, a quotation, data
Develop your assertionsDevelop your assertions• Specify exactly what you offer to benefit your Specify exactly what you offer to benefit your
readers or how you’ll solve your readers’ readers or how you’ll solve your readers’ problemsproblems
• Provide data to document your assertionsProvide data to document your assertions• Give testimony from satisfied customersGive testimony from satisfied customers• Document your credentialsDocument your credentials
Make your readers actMake your readers act Present an appealing stylePresent an appealing style
Management Development InstituteManagement Development Institute 3838
Letterhead/DateLetterhead/Date
It shows where the letter is It shows where the letter is coming from and when it was coming from and when it was written.written.
Date is written two to six lines Date is written two to six lines below the last line of the below the last line of the letterheadletterhead
It shows where the letter is It shows where the letter is coming from and when it was coming from and when it was written.written.
Date is written two to six lines Date is written two to six lines below the last line of the below the last line of the letterheadletterhead
Management Development InstituteManagement Development Institute 3939
Reader’s Inside AddressReader’s Inside Address Always blocked at the left hand marginAlways blocked at the left hand margin
It includes name and address of the It includes name and address of the receiverreceiver
Person’s name is preceded by a courtesy Person’s name is preceded by a courtesy title followed by a business or executive title followed by a business or executive titletitle
Dr. Uzair-ul-Ghani, Consultant Dr. Uzair-ul-Ghani, Consultant Amson Vaccine and Pharma (Pvt) LimitedAmson Vaccine and Pharma (Pvt) LimitedCivil LinesCivil LinesRawalpindiRawalpindi
Always blocked at the left hand marginAlways blocked at the left hand margin
It includes name and address of the It includes name and address of the receiverreceiver
Person’s name is preceded by a courtesy Person’s name is preceded by a courtesy title followed by a business or executive title followed by a business or executive titletitle
Dr. Uzair-ul-Ghani, Consultant Dr. Uzair-ul-Ghani, Consultant Amson Vaccine and Pharma (Pvt) LimitedAmson Vaccine and Pharma (Pvt) LimitedCivil LinesCivil LinesRawalpindiRawalpindi
Management Development InstituteManagement Development Institute 4040
SalutationSalutation
Friendly greeting that precedes Friendly greeting that precedes the body of the letter.the body of the letter.
It is typed on the second line It is typed on the second line below the inside address and below the inside address and two lines above the body, left two lines above the body, left aligned.aligned.
Friendly greeting that precedes Friendly greeting that precedes the body of the letter.the body of the letter.
It is typed on the second line It is typed on the second line below the inside address and below the inside address and two lines above the body, left two lines above the body, left aligned.aligned.
Management Development InstituteManagement Development Institute 4141
BodyBody Organize according to an appropriate planOrganize according to an appropriate plan
Keep first and last paragraph shortKeep first and last paragraph short
Average sentence length 17 to 20 wordsAverage sentence length 17 to 20 words
Achieve C qualities – Achieve C qualities – • ClarityClarity• ConcisenessConciseness• CompletenessCompleteness • ConcretenessConcreteness
Organize according to an appropriate planOrganize according to an appropriate plan
Keep first and last paragraph shortKeep first and last paragraph short
Average sentence length 17 to 20 wordsAverage sentence length 17 to 20 words
Achieve C qualities – Achieve C qualities – • ClarityClarity• ConcisenessConciseness• CompletenessCompleteness • ConcretenessConcreteness
Management Development InstituteManagement Development Institute 4242
Complimentary CloseComplimentary Close
Most businesses use one of the Most businesses use one of the following:following:• SincerelySincerely• CordiallyCordially• TrulyTruly
Only the first letter in the first word is Only the first letter in the first word is capitalizedcapitalized
Sincerely yoursSincerely yours
or or
Yours sincerelyYours sincerely
Management Development InstituteManagement Development Institute 4343
Signature AreaSignature Area
Signature area can have three or Signature area can have three or four identificationsfour identifications• Name of your companyName of your company• Your signatureYour signature• Your typewritten name, andYour typewritten name, and• Your business titleYour business title
Signature area can have three or Signature area can have three or four identificationsfour identifications• Name of your companyName of your company• Your signatureYour signature• Your typewritten name, andYour typewritten name, and• Your business titleYour business title
Management Development InstituteManagement Development Institute 4444
Signature AreaSignature Area
Company nameCompany name If the letter is being written on the If the letter is being written on the
company letterhead, it is not company letterhead, it is not necessary. The company is necessary. The company is considered responsible for the considered responsible for the contents of the letter.contents of the letter.
If you wish to include company’s If you wish to include company’s name then type it in all capital lettersname then type it in all capital letters
Management Development InstituteManagement Development Institute 4545
Signature AreaSignature Area
Signature, Typewritten Name, and Signature, Typewritten Name, and Business TitleBusiness Title
The signature is pen written above the The signature is pen written above the typed name, which appears three to typed name, which appears three to five lines under either the company five lines under either the company name or the complimentary closename or the complimentary close
Signature, Typewritten Name, and Signature, Typewritten Name, and Business TitleBusiness Title
The signature is pen written above the The signature is pen written above the typed name, which appears three to typed name, which appears three to five lines under either the company five lines under either the company name or the complimentary closename or the complimentary close
Management Development InstituteManagement Development Institute 4646
Reference SectionReference Section
Initials of the dictator of the Initials of the dictator of the message and those of typist message and those of typist usually appear at the left margin usually appear at the left margin on the same line with the last on the same line with the last line of the signature area or one line of the signature area or one or two lines below it.or two lines below it.
AH:ra, ah:raAH:ra, ah:ra
Initials of the dictator of the Initials of the dictator of the message and those of typist message and those of typist usually appear at the left margin usually appear at the left margin on the same line with the last on the same line with the last line of the signature area or one line of the signature area or one or two lines below it.or two lines below it.
AH:ra, ah:raAH:ra, ah:ra
Management Development InstituteManagement Development Institute 4747
IntroductionIntroduction
WhyWhy are you writing? are you writing?
WhatWhat are you writing about? are you writing about?
For exampleFor example -- -- As one of the leading As one of the leading pharmaceutical companies of Pakistan, we have pharmaceutical companies of Pakistan, we have pleasure in inviting you to our seminar on drug pleasure in inviting you to our seminar on drug abuse through self medication taking place on abuse through self medication taking place on 2626thth and 27 and 27thth April 2004….. April 2004…..
WhyWhy are you writing? are you writing?
WhatWhat are you writing about? are you writing about?
For exampleFor example -- -- As one of the leading As one of the leading pharmaceutical companies of Pakistan, we have pharmaceutical companies of Pakistan, we have pleasure in inviting you to our seminar on drug pleasure in inviting you to our seminar on drug abuse through self medication taking place on abuse through self medication taking place on 2626thth and 27 and 27thth April 2004….. April 2004…..
Management Development InstituteManagement Development Institute 4848
Optional Letter ComponentsOptional Letter Components
Writer’s and typist’s initialsWriter’s and typist’s initials Enclosure notationEnclosure notation
• Two spaces below the typed Two spaces below the typed signature or two spaces below the signature or two spaces below the writer and typist initialswriter and typist initials
• Enc:Enc: or or Enclosure:Enclosure:• Show the number of enclosures --Show the number of enclosures --
Enclosures (2)Enclosures (2)• Or specify what has been enclosed – Or specify what has been enclosed – EnclosuresEnclosures: January Invoice: January Invoice
Management Development InstituteManagement Development Institute 4949
Optional Letter ComponentsOptional Letter Components Copy notationCopy notation
• A complimentary copy is A complimentary copy is designated by a lowercase designated by a lowercase cc:cc:
• A photocopy is designated by a A photocopy is designated by a lowercase lowercase pc:pc:
• Type notation two spaces below Type notation two spaces below the typed signature or two the typed signature or two spaces below either the writer’s spaces below either the writer’s or typist’s initials or enclosure or typist’s initials or enclosure notation.notation.
• List the readers’ names List the readers’ names following the copy notationfollowing the copy notation..
Sincerely,
Muhammad Ali
Enclosure: August Report
pc: Uzma Maqsood
Management Development InstituteManagement Development Institute 5050
Letter FormatsLetter Formats
Full BlockFull Block
Modified BlockModified Block
Full BlockFull Block
Modified BlockModified Block
Management Development InstituteManagement Development Institute 5151
Full BlockFull Block
Every line begins at the left Every line begins at the left marginmargin
Typed single spaced with a blank Typed single spaced with a blank line between paragraphsline between paragraphs
It saves timeIt saves time
Every line begins at the left Every line begins at the left marginmargin
Typed single spaced with a blank Typed single spaced with a blank line between paragraphsline between paragraphs
It saves timeIt saves time
Management Development InstituteManagement Development Institute 5252
Modified BlockModified Block
Its paragraphs are indented five or Its paragraphs are indented five or more spacesmore spaces
Date may be centered or placed at Date may be centered or placed at the horizontal center of the pagethe horizontal center of the page
Attention line could begin at the left Attention line could begin at the left margin or can be centeredmargin or can be centered
Continued ………Continued ………
Its paragraphs are indented five or Its paragraphs are indented five or more spacesmore spaces
Date may be centered or placed at Date may be centered or placed at the horizontal center of the pagethe horizontal center of the page
Attention line could begin at the left Attention line could begin at the left margin or can be centeredmargin or can be centered
Continued ………Continued ………
Management Development InstituteManagement Development Institute 5353
Modified BlockModified Block
Continued from previous slide …….Continued from previous slide ……. Complimentary close begins at the Complimentary close begins at the
center of the pagecenter of the page
Reference initials could begin at the Reference initials could begin at the left margin aligned with the last last left margin aligned with the last last line of the complimentary close.line of the complimentary close.
Enclosure notation starts at the left Enclosure notation starts at the left margin on the second line after the margin on the second line after the reference sectionreference section
Continued from previous slide …….Continued from previous slide ……. Complimentary close begins at the Complimentary close begins at the
center of the pagecenter of the page
Reference initials could begin at the Reference initials could begin at the left margin aligned with the last last left margin aligned with the last last line of the complimentary close.line of the complimentary close.
Enclosure notation starts at the left Enclosure notation starts at the left margin on the second line after the margin on the second line after the reference sectionreference section
Management Development InstituteManagement Development Institute 5454
Technical Writing Criteria Technical Writing Criteria SummarySummaryTechnical Writing Criteria Technical Writing Criteria SummarySummary
ClarityClarity ConcisenessConciseness Accessibility/DesignAccessibility/Design Audience recognitionAudience recognition Audience involvement Audience involvement AccuracyAccuracy
ClarityClarity ConcisenessConciseness Accessibility/DesignAccessibility/Design Audience recognitionAudience recognition Audience involvement Audience involvement AccuracyAccuracy
Management Development InstituteManagement Development Institute 5555
Thank You for Being a WonderfulAudience
Thank You for Being a WonderfulAudience