Upload
sajalstha205954707
View
241
Download
1
Embed Size (px)
Citation preview
8/12/2019 4.Business Correspondence
1/28
Ace Institute of Management
8/12/2019 4.Business Correspondence
2/28
Two Main Aspects of Business
Correspondence How it communicates to its customers and to
the general public.
How it does within its walls.
A document can be beautifully written, butif it does not have clear objectives and does
not satisfy the needs or expectations of itsreaders, then it is not an effective businessdocument.
8/12/2019 4.Business Correspondence
3/28
Business WritingAudience Oriented
- concentrate on looking at a problem fromthe receivers perspective.
Purposeful-write to solve problems and conveyinformation.
Economical
-present ideas clearly but concisely. Length isnot rewarded.
8/12/2019 4.Business Correspondence
4/28
8/12/2019 4.Business Correspondence
5/28
Planning
Establishing the purpose of the document.Assessing the readers.
Gathering and collecting information and ideas.
Analyzing and organizing.
Grouping the information and putting themin a logical order.
e.g.: describing the problem, presentingyour evidence and ending with a solution.
Choosing a form, channel and format.
8/12/2019 4.Business Correspondence
6/28
Drafting Being flexible.
avoid perfectionism when drafting.
Keep going.
dont let minor problems with wording andgrammar distract you.
Using your own favorite strategies.
e.g. write at your most productive time ofthe day.
talk aloud to clarify your thoughts, takebreaks, promise yourself a little reward, etc.
8/12/2019 4.Business Correspondence
7/28
Revising & final draft
Revising contents, structure and format.necessary information included?
does the overall meaning of the message
come through?is the formatting appropriate and helpful?
Editing sentences and words.
focusing on the style, coherence, word
choices. Proofreading.
mechanical and grammatical aspects likespelling, typography, punctuations, etc.
8/12/2019 4.Business Correspondence
8/28
Business Correspondence
Letter is a traditional form of business message butstill occupies an important place in the business world.
Its purpose is to represent the writer and his/her topicrather formally to the recipient.
Very useful in corresponding with an external partywhom you dont know.
Serves as a record for future reference. Leaves a more durable impression on the receivers
mind than an oral message.
8/12/2019 4.Business Correspondence
9/28
Contd
Can reach anywhere, so used to widenthe area of operations.
Legal document.Used to build goodwill.
Examples: enquiries & replies, circulars,sales letters, application letters, lettersto the press, memos, emails, etc.
8/12/2019 4.Business Correspondence
10/28
Business Correspondence contd
Direct inquiry,
Indirect situations,Persuasive requests and collections,
Sales and applications,Memorandums
8/12/2019 4.Business Correspondence
11/28
Direct InquiryDirect inquiry letters that ask for
information; the routine exchanges
of information that businessesneed.
It is written in the matter of fact waywhich saves your and readers time.
8/12/2019 4.Business Correspondence
12/28
State your request up front
Place your request first.
How to do
Pay attention to the tone.
Assume your audience will comply.
Punctuate questions and polite requestsdifferently.
Be specific. Specify your intentions through words that
are simple but direct.
8/12/2019 4.Business Correspondence
13/28
Explain and justify your request
In the body, explain your initial request;explain in smooth and logical way.
List a series of questions that you needinformation on
Ask the most important questions
first.Ask only relevant questions.
Deal with only one topic per question.
8/12/2019 4.Business Correspondence
14/28
Courteous Close
Close your message with threeimportant elements
Information about how you can bereached.Your personal information and contact
number to help them respond to youeasily.
An expression of appreciation orgoodwill.
A specific request.
8/12/2019 4.Business Correspondence
15/28
Common Reasons
Asking for information and action (routineinquiries).
e.g. for investigating open positions for
employment. For gathering information regarding products or
services.
Asking for recommendations.
Making claims and requesting adjustments.
Sending routine responses and positivemessages
8/12/2019 4.Business Correspondence
16/28
Asking for information and action
We write this type of letter when you needto know about something.
In essence, simple requests say:
What you want know or what you wantreaders to do
Why youre making the request
Why it may be your readers interests tohelp you
8/12/2019 4.Business Correspondence
17/28
Asking for RecommendationsAsking for information about people .
Two special considerations to be made. Respecting the rights of the people
involved, both legal and moral. For legal and ethical reasons ,ask questionswhich are related to the job. Avoid questionsabout the applicants race, religion, sex, age,pregnancy and marital status.
Avoid questions regarding arrest and conviction
record, mental and physical disabilities. Hold any information received in confidence.
Structure the questions around the jobinvolved.
8/12/2019 4.Business Correspondence
18/28
Making claims and Requesting Adjustments
In your claim letter
Explain the problem and give details.
Provide backup information.
Request specific action.
Be prepared to document your claim.
Send copies and keep the original documents. Be as specific as possible about your
expectations.
End with cordial words.
8/12/2019 4.Business Correspondence
19/28
Tips to write letters making claim Maintain a professional tone, even if you are
extremely frustrated. Open with a straightforward statement of the
problem.
Provide specific details in the body.
Present facts honestly and clearly . Politely summarize desired action in the
closing.
Clearly state what you expect as a fairsettlement, or ask the reader to propose a fairadjustment.
Explain the benefits of complying with therequest, such as your continued patronage.
8/12/2019 4.Business Correspondence
20/28
Sending Routine Responses and Positive
Messages
Goals of sending a routine responses.To communicate the information or
the good news.
Answer all questions.
Provide all required details.
Leave your reader with a good impression
of you and your firm.Be courteous and upbeat and maintain ayou-oriented tone.
8/12/2019 4.Business Correspondence
21/28
Strategies for routine replies....
Like other letters, these types of lettersalso have
an opening
a bodya close
Readers will be mainly interested in
what you have to say, youll use a directapproach
8/12/2019 4.Business Correspondence
22/28
Strategies contd.....
Opening: Place your mainidea in the opening
Close: Use a cordial tone;perhaps highlight the benefitsto you readers
Body: Explain all the relevantdetails
8/12/2019 4.Business Correspondence
23/28
Start with the main Idea
Be clear and concise
Identify the single most importantmessage before you start writing
8/12/2019 4.Business Correspondence
24/28
Start with the main idea.....
Instead of this
I am please to inform you thatafter deliberating the mattercarefully, our human resourcescommittee has recommended
you for appointment as a staff
accountant
Write this
Congratulations. Youve
been selected to join ourfirm as a staff accountant,beginning March 20.
8/12/2019 4.Business Correspondence
25/28
Provide necessary details and explanation
Explain your point :- audience/reader willhave no confusion or doubt.
Maintain a supportive tone throughout.Embed negative statements in positive
contexts or balance them with positive
alternatives.Talk favorably about the choices the
customer has made.
8/12/2019 4.Business Correspondence
26/28
Embed negative statements.....
Instead of this
No, we no longer carry theGatsby line of sweater.
Write this
The new Olympic line has
replaced the Gatsby sweaterthat you asked about. Olympicfeatures a wider range of colorsand sizes and morecontemporary style.
8/12/2019 4.Business Correspondence
27/28
End with a courteous close
Let your readers know that you havetheir personal well-being in mind.
If further action is required, tell readershow to proceed and encourage them to
act promptly.
8/12/2019 4.Business Correspondence
28/28
Answering Requests for information
Three main goals of answering requests
To respond to the inquiry and answerall questions.
To leave your reader/s with a good
impression of you and your firm.To encourage future sale or business.