Writing Skills - Letter Writing

Overview

Writing Routine & Pleasant Letter Writing Unpleasant Letter Writing to Persuade Preparing Resumes Writing Application Letter Structure & Layout of Letters

Writing Routine &

Pleasant Letter

Understand Your Audience/Readers

AUDIENCE REACTION

Eager or interested Pleased or neutral Displeased Uninterested or unwilling

Organize – Why?

Encourages brevity and accuracy Permits concentration Saves time in dictating/writing Facilitates emphasis/de-emphasis The relationships among ideas are easier

to distinguish and remember Reaction to the message and its writer is

more likely to be positive.

Organize (Deductively or Inductively)

deductive sequence-of-ideas pattern has several advantages:

1. The first sentence is easy to write2. The first sentence is likely to attract attention. 3. When good news appears in the beginning, the

message immediately puts readers in a pleasant state of mind.

4. The arrangement reduces the reading time. Once readers have grasped the important idea, they can move rapidly through the supporting details.

Business Letters - Situations

Letters not likely to generate any emotional reaction are referred to as routine letters.

1. Routine Claim and ‘yes’ reply2. Routine Letters about credit and favorable

response to credit request3. Routine Letters about orders4. Letters about routine requests

Routine Claim

Persuasive claims, which will be discussed in a later chapter, assume that the request will be granted only after explanations and persuasive arguments have been presented.

Routine claims - possibly because of guarantees, warrantees, or other contractual conditions - assume that the request will be granted quickly and willingly, without persuasion.

Routine claims

When the claim is routine (not likely to meet resistance), the following outline is recommended:

1. Request action in the first sentence,2. Explain the details supporting the

request for action.3. Close with an expression of

appreciation for taking the action requested.

When the response to a claim letter is favorable

1.        Reveal the good news in the first sentence.

2.        Explain the circumstances.

3.        Close on a pleasant, forward looking note.

Routine Letters about Credit

Request for information1. Identify the request and name the

applicant early. 2. Assure the reader that the reply will

be kept confidential. 3. Detail the information requested.

Use a tabulated-form layout to make the reply easy.

4. End courteously.

Favorable response to a request for credit

1. Begin by saying credit terms have been arranged;

2. Indicate the foundation upon which the credit extension is based.

3. Present and explain the credit terms. 4. Include some resale or sales-

promotional material. 5. End with a confident look toward

future business.

Routine Letters about Orders

1. In the first sentence say “please ship,” “please send,” “I order,”

2. List the items ordered and give precise details.

3. Include a payment plan and shipping instructions.

4. Close the letter with a confident expectation of delivery.

Favorable Response to an Order Letter

Non-routine acknowledgments require individualized letters. Although initial orders can be acknowledged through form letters, the letters are more effective if written individually.

Letters about Routine Requests

Routine Requests. Businesspeople often write letters requesting information about people, prices, products and services.

1. Make the major request in the first sentence.

2. Follow the major request with the details that will make the request clear. If possible, use tabulation for added emphasis.

3. Close with a forward look at the reader’s next step.

Favorable Response to a Routine Request.

Many people say “yes” thoughtlessly

1. Shows sincere interest in the request and the person.2. Provides specific answers

and guidelines.3. Provides additional helpful information.

Writing about the Unpleasant

Overview

Saying “No” to an Adjustment Request

Saying “No” to a Credit Request Saying “No’ to an Order for

Merchandise Saying ‘No’ to a Request for a

Favor

Remember

Without empathy for the audience’s feelings, it is hard to gain its cooperation or persuade it to accept tough decisions

The inductive sequence-of-ideas:

1. Begin with a neutral idea that leads to the reason for the refusal.

2. Present the facts, analysis, and reasons for the refusal.

3. State the refusal using a positive tone and de-emphasizing techniques.

4. Close with an idea that moves away from the refusal.

Four steps:

Introductory Paragraph Facts, Analysis and Reasons Refusal Statement Closing Paragraph

SAYING “NO” TO AN ADJUSTMENT REQUEST

(1) begin with a neutral or factual sentence that leads to the reasons behind the “no” answer,

(2) present the reasons and explanations,

(3) present the refusal in an unemphatic manner, and

(4) close with an off-the-subject thought.

SAYING “NO” TO A CREDIT REQUEST

Including resale - favorable statements (1) it might cause credit applicants to prefer our

brand.(2) it suggests that the writer is trying to be

helpful; (3) it makes the writing easier because negative

thoughts are easier to de-emphasize when cushioned with resale material;

(4) It can confirm the credit applicant’s judgment in choosing the merchandise, thus making an indirect compliment.

SAYING “NO” TO  AN ORDER  FOR MERCHANDISE

Unclear Orders The buffer has a resale emphasis The reason for not immediately filling The close tells how the customer can solve the

problem Back Orders

(1) you are able to send only part of the order, or

(2) you are able to send none of the order. Substitutions

SAYING “NO” TO  A REQUEST FOR A FAVOR

Introduces the subject without revealing whether the answer will be “yes” or “no.”

Gives reasons Subordinates the refusal by placing it

in the dependent clause of a complex sentence.

Closes on a more positive note by offering a counterproposal.

SPECIAL PROBLEMS - ABOUT THE UNPLEASANT

Is an inductive outline appropriate for all letters that convey bad news

a) The letter is the second response to a repeated request.

b) A very small, insignificant matter is involved. c) A request is obviously ridiculous, immoral,

unethical, illegal or dangerous.d) The writer’s intent is to shake the reader.e) The writer-reader relationship is so close and

longstanding that satisfactory human relations can be taken for granted.

f) The writer wants to demonstrate authority.

Difficulties In Writing The Buffer

Avoid saying “no.” Avoid using a know-it-all tone Avoid wordy and irrelevant phrases

and sentences. Avoid apologizing. Avoid writing a buffer that is too long.Agreement, Appreciation, Cooperation,

Fairness, Good news, Praise, Resale, Understanding

Bad-News Sentence

E.g. The preceding figures do not justify

raising your credit limit to Rs 30,000 as you requested, but they do justify raising the limit to Rs 15,000.

If the price were Rs 35,000, the contract would have been signed.

By accepting the arrangement, the ABC company would have tripled its costs.

Last Paragraph

Don’t refer to or repeat the bad news. Don’t apologize for the decision Don’t urge additional communication Don’t anticipate problems Don’t include clichés that are

insincere in view of the bad news Don’t reveal any doubt that you will

keep the person as a customer