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BusinessBusiness

CommunicationCommunication

Letters & EmailsLetters & Emails

Kashif Ali SabiriKashif Ali Sabiri

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Making Messages EffectiveMaking Messages Effective

CC lear lear

CCompleteomplete

CCorrectorrectSSave reader’s timeave reader’s time

BBuild good willuild good will

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Complaint LettersComplaint Letters

Nursery – Plants worth $572 Nursery – Plants worth $572Dry and wilted. One came out by the rootsDry and wilted. One came out by the roots

when I took it out of the box.when I took it out of the box.Please send me a replacement shipmentPlease send me a replacement shipmentimmediatelyimmediately

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Response 1Response 1

After ruling out problems in transit, I discovered thatAfter ruling out problems in transit, I discovered that your order was packed by a new worker who didn’t your order was packed by a new worker who didn’tunderstand the need to water plants thoroughly beforeunderstand the need to water plants thoroughly beforethey are shipped. We have fired the worker, so you can bethey are shipped. We have fired the worker, so you can be

assured that this will not happen again.assured that this will not happen again.

Although it will cost our company several hundred dollars,Although it will cost our company several hundred dollars,we will send you a replacement shipment.we will send you a replacement shipment.

Let me know if the new shipment arrives safely. We trustLet me know if the new shipment arrives safely. We trustthat you will not complain again.that you will not complain again.

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Response 2Response 2

Sorry we screwed up that order. Sending plants across country is aSorry we screwed up that order. Sending plants across country is arisky business. Some of them just can’t take the strain. (Some daysrisky business. Some of them just can’t take the strain. (Some daysI can’t take the strain myself!) We’ll credit your account for $572.I can’t take the strain myself!) We’ll credit your account for $572.

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Response 3Response 3

……it isn’t our fault. The box clearly says “Open and water it isn’t our fault. The box clearly says “Open and water immediately.” …If you pull by the leaves, you will pull the rootsimmediately.” …If you pull by the leaves, you will pull the rootsout. Always lift by the stem. Since you don’t know how to handleout. Always lift by the stem. Since you don’t know how to handle

plants, I’m sending you a copy of our brochure, “How to Care for plants, I’m sending you a copy of our brochure, “How to Care for

Your Plants.” Please read it carefully… …to avoidYour Plants.” Please read it carefully… …to avoiddisappointments in the future.disappointments in the future.

We look forward to your future orders.We look forward to your future orders.

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Response 4Response 4

Your letter of the 5Your letter of the 5 thth has come to the attention of the undersigned.has come to the attention of the undersigned.

According to your letter, your invoice #47420 arrived inAccording to your letter, your invoice #47420 arrived inunsatisfactory condition. Please be advised that it is our policy tounsatisfactory condition. Please be advised that it is our policy to

make adjustments as per the Terms and Conditions…make adjustments as per the Terms and Conditions…

“…“… make an exception on your order receipt…furnish us detailedmake an exception on your order receipt…furnish us detailedwritten information as to any damage.”written information as to any damage.”…… you must comply with our terms and see that the necessaryyou must comply with our terms and see that the necessarydocuments reach the undersigned by the close of the business daydocuments reach the undersigned by the close of the business dayon the 20on the 20 thth of the month.of the month.

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Response 5Response 5You’ll get a replacement shipment of the perennials you ordered next week.You’ll get a replacement shipment of the perennials you ordered next week.

Your plants are watered carefully before shipment and packed in speciallyYour plants are watered carefully before shipment and packed in speciallydesigned cardboard containers. But if the weather is unusually warm, or if thedesigned cardboard containers. But if the weather is unusually warm, or if thetruck is delayed, small roots may dry out. Perhaps, this happened with your truck is delayed, small roots may dry out. Perhaps, this happened with your

plants. plants.

The violas, diitalis, aquilegias and hostas you ordered are long-bloomingThe violas, diitalis, aquilegias and hostas you ordered are long-blooming perennials that will get even prettier each year. Enjoy your garden. perennials that will get even prettier each year. Enjoy your garden.

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PAIBOCPAIBOC

PPurposeurpose

AAudiencesudiences

IInformationnformationBBenefitsenefits

OO bjections bjections

CContextontext

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AudienceAudience

Writer Writer Initial audienceInitial audienceGatekeeper Gatekeeper Primary audiencePrimary audienceSecondary audienceSecondary audienceWatchdog audienceWatchdog audience

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Communicate across CulturesCommunicate across Cultures

Gender Gender Race and ethnicityRace and ethnicityRegional and national originRegional and national originSocial classSocial classReligionReligionAgeAgeSexual orientationSexual orientationPhysical abilityPhysical ability

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Bias-free CommunicationBias-free Communication

Managers and their wives will…Managers and their wives will…Managers and their spouses will…Managers and their spouses will…

Manpower Manpower – Personnel – PersonnelManhoursManhours – Hours or working hours – Hours or working hoursManningManning – Staffing – Staffing

WorkmanWorkman – Worker, employee, writer – Worker, employee, writer Chairman – Chair, chairpersonChairman – Chair, chairperson

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Bias-free CommunicationBias-free Communication

Plural nouns and pronounsPlural nouns and pronounsSupervisorsSupervisors must…must… their their departments.departments.

Use you.Use you.YouYou must work for your deparment.must work for your deparment.

Substitute with article or revise sentenceSubstitute with article or revise sentenceSupervisor...time sheet for Supervisor...time sheet for thethe department.department.

The nurse will fill out the accident report.The nurse will fill out the accident report.

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PicturesPictures

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Letter ContentsLetter Contents

Reference, Date, Address, Salutation, SubjectReference, Date, Address, Salutation, Subject(B/A)(B/A) , Body, Complimentary Close, Enclosures, Body, Complimentary Close, EnclosuresDear Glenn: or Dear Mr Helms:Dear Glenn: or Dear Mr Helms:Sincerely, and Cordially,Sincerely, and Cordially,OpenOpen (Dear Glenn)(Dear Glenn) and Closedand Closed (Dear Glenn:)(Dear Glenn:)

Second Page – Reader’s Name, Date, PageSecond Page – Reader’s Name, Date, Page Number Number

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Formats for Letters and MemosFormats for Letters and Memos

Open and closed punctuationOpen and closed punctuationFull stops at end of addressesFull stops at end of addressesFull stops in abbreviations (am/pm)Full stops in abbreviations (am/pm)

Block and Modified Block Block and Modified Block Date and SignatureDate and Signature

Subject Line – Optional and RareSubject Line – Optional and Rare

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Meeting AgendaMeeting Agenda

Time and placeTime and placeWhether each item is presented for Whether each item is presented for information, for discussion, or for a decisioninformation, for discussion, or for a decision

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Minutes of the MeetingMinutes of the Meeting

Decisions ReachedDecisions ReachedAction ItemsAction Items

Open IssuesOpen Issues

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EmailsEmails

Minutes a day - average worker?Minutes a day - average worker?49 minutes49 minutes

Hours a day - top managers?Hours a day - top managers?4 hours4 hoursFormats are still evolvingFormats are still evolving

What % felt misunderstood (2000)?What % felt misunderstood (2000)?51% (tone)51% (tone)

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SubjectSubject

Be specific, concise, and catchy.Be specific, concise, and catchy.28 characters28 characters

Will Attend 3 pm Meeting EOMWill Attend 3 pm Meeting EOMTravel Plans for Sales MeetingTravel Plans for Sales MeetingYour Funding Request ApprovedYour Funding Request ApprovedASAP, BTW, FYI, IMHOASAP, BTW, FYI, IMHO

SmileysSmileys

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Body of the EmailBody of the Email

Brief Brief Important points at the topImportant points at the top

Bullets and numberingBullets and numberingEmphasize (NOT)Emphasize (NOT)HTML (letterhead)HTML (letterhead)

All rules of good writingAll rules of good writing

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Mailing ListsMailing Lists

Your boss could be reading!Your boss could be reading!Posts are archived.Posts are archived.

Avoid using company email address.Avoid using company email address.Avoid conversations (one liners).Avoid conversations (one liners).Do not rush to lists.Do not rush to lists.

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NetiquetteNetiquette

Never flame. Never flame.Use FULL CAPS only to emphasize a word or Use FULL CAPS only to emphasize a word or two.two.Send messages on a need basis.Send messages on a need basis.Recipient’s work practice (one long or severalRecipient’s work practice (one long or several

short messages)short messages)Quote briefly (B/A) while replying.Quote briefly (B/A) while replying.AttachmentsAttachments