Business Letters

Letter Style Full Block Modified Block

Full Block Style

Modified Block Style

Parts of a Business Letter Heading Inside Address Salutation Body Complimentary Closing Additional Information

Heading For Modified Block Style

If not using letterhead, begin writer’s full address at the horizontal center of the page.

Insert date beneath the last line of the address or letterhead. For Full Block Style.

Insert date two spaces below the last line of the letterhead or writer’s address.

For All Styles. Spell out street, avenue, etc. Spell out the name of the City and the postal code

Inside Address For long letters

2 spaces below the date For short letters

4 spaces below the date Include the reader’s

full name title full address (including zip)

Inside Address Attention line

may write to an organization saying anyone can answer but may want a particular individual to handle the matter

Reference line used when referring to a memo or letter you have

received before Subject line

Attention: Customer Relations Department Subject: Defective parts for SL-100 Calculators

Salutation Recipient’s title and last name:

Mr., Ms., Dr., Captain, Professor No name or title?

Dear Sir , Sirs or Madam Use Sir when addressing to a single person like a

Director or Manager Use Sirs when addressing to a group of people

like the Board or Committee Avoid “To Whom It May Concern”

Body Of a Letter Opening Main Message Close

Opening Says Why you are writing Introduction Background Basics

Main Message Gives Details Fact & figures / give

instructions/ask for/give information;provide details

Response & Action What action is required / what

action will you take.

Closing Usually talks about the future Mostly requires a simple closing Complimentary close….

The Seven Cs of Business Letter Writing Clear Concise Correct Courteous Conversational Cohesive Complete

Keeping your business plan to the point

Keep to the point of your letter Draw up an outline to plan your letter. Follow

these steps: Make a list of the topics you want to cover List key words, examples, arguments and

facts. Cut out anything that's not relevant to your

aim or audience. Sort the information into the best order for

your readers.

Getting the right tone to your business letter

Use a tone that is friendly but efficient. To do this, write as you would speak and talk on paper

Here are some ways to change your writing style to a conversational style.

Use Contractions Such as it's, doesn't, I'm, you're, we're,

they're, isn't, here's, that's, we'll gives a personal and human feel to your writing.

Getting the right tone to your business letter

Use Personal References Use words such as I, we, you, your, my, and

our in your writing. Using I, we and you also helps you to avoid

using passive verbs. It makes your style more direct and clear.

So instead of writing: Our address records have been amended ...

Write We’ve changed your address in our records

Getting the right tone to your business letter

Use Direct Questions Original: We would appreciate your advising us

whether you want to continue this account or transfer it.

Redraft: Do you want to continue your account or transfer it?

Original: Please inform us whether payment against these receipts will be in order.

Redraft: Can we pay against these receipts?

Writing your business plan in plain English Good writing is effortless reading It is clear and concise Uses short sentences and simple words Plain English is clear English. Use active verbs rather than passive

verbs Passive: It was agreed by the

committee... Active: The committee agreed...

Writing your business plan in plain English Keep your sentence average length low Use simple words rather than complex ones.

(Too often we use words such as additional, indicate, initiate and proliferate for extra, show, start and spread. )

Edit wordy phrases Avoid jargon and technical terms Avoid abbreviations Avoid abstract words and phrases

Writing a strong opening to your business letter Your first job in writing any letter is

to gain your reader’s attention. It’s an important principle of

effective writing to put the most important information first.

Writing a strong close to your business letter The closing paragraph should bring your

letter to a polite, businesslike close. Avoid using weak phrases and overused

business phrases like these: Thanking you for your... Hoping for a prompt reply... Thanking you in advance for your

assistance...

Writing a strong close to your business letter I would again apologize for the delay in replying and I

trust that this has clarified the points you have raised, however, if you wish to discuss any points I have not clarified, or need any further information, you may wish to telephone or contact me accordingly.

I look forward to hearing from you and in the meantime, should you have any queries, please do not hesitate to contact me.

I regret that I cannot be of more assistance in this matter, and should you have any further queries, please do not hesitate to contact me.

Avoiding overused business letter phrases

Many business letters contain hackneyed phrases that detract from a clear, natural style.

Original:We trust this is satisfactory, but should you have any further questions please do not hesitate to contact us.

Redraft:We hope you are happy with this arrangement but if you have any questions, please contact us.

Original: Further to your recent communication. Please find enclosed the requested quotation…

Redraft: Thank you for contacting us. I enclose the quotation you asked for

Business letter writing checklist

Keep it Short Cut needless words and needless

information. Cut stale phrases and redundant statements. Cut the first paragraph if it refers to previous

correspondence. Cut the last paragraph if it asks for future

correspondence.

Lengthy phrasesAvoid Use

In the near future shortly In the event that in case In order that so that For the purpose of for With regard to Regarding I am of the opinion that I think

Business letter writing checklist

Keep it Strong Answer the reader's question in the first paragraph. Give your answer and then explain why. Use concrete words and examples. Keep to the subject.

Keep it Sincere Answer promptly. Be human and as friendly as possible. Write as if you were talking to your reader.

Simple wordsInstead of Use

Terminate end Utilize use Anticipate expect Assistance help Endeavor effort Ascertain confirm Procure get

Advise suggest Alteration change Fabricate make Nevertheless even then Substantial quite a lot

Simple WordsInstead of Use

Peruse Read Aforementioned Previous Without Charge FREE Correspondence Letter Other members of staff Colleague At this point in time Now In the near future Soon

Allocate Give Conclude End Designate Name Assisting Helping

Avoid ‘double entry’ Viable alternative alternative Revert back revert Past history past Forward planning planning End result result Added bonus bonus Particularly distinct distinct Free gift gift

Waste Words

Successfully How do you manage unsuccessfully?Supervisorial You have already stated you are a managerCapacity Big, vague & meaningless in this contextMaximising Clumsy, conversational wordMinimising DittoOutgoing What payments are outgoing?Expenditures wouldn’t expenses say enough?

Previously, I managed a group of ten. Besides their training and performance, I was also responsible for keeping productivity high and expenses low

In my previous job, I successfully managed a group of ten. In my supervisory capacity, I was responsible for maximizing our department’s productivity whilst minimising our outgoing expenditures.

Waste WordsThe figures for this year are final, and you can see that,

compared to last year, they are disappointing enough to make us want to improve them, so that when they are reviewed

next year, we will have met this objective.

Compare this year’s figures to last year’s, and the results

are disappointing. Let’s make improving them our objective – in time for the

next review.

Some Do’s The Five Must Do’s

1. Avoid LONG Sentences2. Cut CLUTTER Words3. Use ACTION Verbs4. Talk WITH the Reader5. State Your Message FIRST

Some Do’s Avoid Long Sentences

Break sentences at “and” and “but” joints.

Break at a new idea or change of idea. Look at any sentence that exceeds

three typed lines (about thirty words). Break such sentences into smaller units.

Some Do’s START A NEW SENTENCE WITH

“BUT” WHEN YOU RESERVE THE THOUGHT. (“But” is like the reverse gear of your language)

Some Do’s

DO NOT USE “AND” CARELESSLY. Break sentences at their “and” joints. Supply MEANINGFUL TRANSITION WORDS that prepare the busy reader for what the new sentence has to say.

Some Do’s For LISTING Use:

In addition, moreover, besides, then For CONTRAST Use:

But, however, on the other hand For RESULT / Effect Use:

Thus, therefore, consequently, so

Some Do’s AVOID NEGATIVE WORDS AND

PHRASES. EXAMPLES:

No; never; won’t; can’t; unfortunate; inefficient; intolerable; failure; regret; neglect; negligence; sorry; problem; useless; wrong; complaint

Try stating the message in a more positive tone

Energy WordsENERGY WORDS PASSIVE WORDSI thought you’d like to read the article I’ve enclosed

Enclosed for your perusal, please find

At last! I am writing to tell you aboutCost-effective Cost-efficientCreated Put togetherDiscover Learn aboutA challenge A problemExplore Look forWhen you If youI’m sure I hope

Energy Words

ENERGY WORDS PASSIVE WORDSTen days from now In the near futureAt least six out of ten people Most peopleI look forward to meeting you in person

If you would like to meet so I can tell you more …

Immediately As soon as possibleI’m sure We believe

Be Simple, Do not Complicate

BeforeHigh-quality learning environments are a necessary precondition for facilitation and enhancement of the ongoing learning process.

BeforeIf there are any points on which you require explanation or further particulars we shall be glad to furnish such additional details as may be required by telephone.

AfterChildren need good schools if they are to learn properly.

AfterIf you have any questions, please ring.

Changing Directions Having said that, you’ll also want to consider … But that’s still only the beginning… However, you may be wondering… Yes, price is one advantage, but there are more… Look at it another way… Quite rightly, you may want to know about our services too… There are other benefits as well, such as…. You may be equally delighted to know that… On the other hand… Just as important… In addition to… Besides … While price is important, so is the service you’ll get… And of course you’ll want to know about the three ways you can pay…

Visual Arrangements Paragraphs: Indenting vs. Blocking Breaking up the print: Consider

Indentation of lists Bulleting of points Bold some words Underlining

Visual Arrangements Consider Font Style and Size

Must be appealing to the eye / readable

Must convey appropriate “tone” Generally speaking, no smaller than

12pt font

Common Types of Letters Complimentary Letter Problem Letter Good News Letter Bad News Letter Persuasive / Sales Letter

Complimentary Letter Specifically state the event. State your feelings about event. State the effect the event has on

your organization / profession etc.

Problem Letters State the facts positively. State the problem specifically. State what you would like done. End cordially.

Good News Letters

State the good news Explain the background of the

good news. End on a positive public relations

note.

Bad News Letters Begin with good will. State what you cannot do in a

positive way. Offer alternatives. State what you can do. State what the reader needs to do. Close on a positive public relations

note.

Persuasive / Sales Letter Get attention of reader by stating

dramatic information or by appealing to reader’s

pride. Give the features of your product / idea. State the benefits. Urge reader action.

IMPORTANT EMAIL ETTIQUETTE TIPS

1. Be concise and to the point2. Answer all questions, and pre-em

pt further questions3. Use proper spelling, grammar & p

unctuation4. Make it personal5. Use teme

plates for frequently used responses

•

6. Do not attach unnecessary files7. Answer swiftly8. Use proper structur & layout

9. Do not overuse the high priority option

10. Do not write in CAPITALS 11.

Don't leave out the message thread

12. Add disclaimers to your emails13. Read the email before you send it14. Do not overuse Reply to All15. Mailings > use the bcc: field or do a mail merge

16. Take care with abbreviations and emoticons

17. Be careful with formatting

18. Take care with rich text and HTML messages19. Do not forward chain letters20. Do not request delivery and read receipts21. Do not ask to recall a message.22. Do not copy a message or attachment without permission23. Do not use email to discuss confidential information

24. Use active instead of passive 25. Avoid using URGENT and

IMPORTANT 26. Avoid long sentences 27. Don't send or forward emails containing libelous, defamatory,

offensive, racist or obscene remarks 28. Keep your language gender

neutral

29. Don't forward virus hoaxes and chain letters

30. Don't reply to spam 31. Use cc: field sparingly

Report Writing

Classification of Reports

Formal Reports and Informal Reports

Information Reports Analytical Reports Recommendation Reports

5 Steps to Report Writing1

1. Define the problem2. Gather the necessary information3. Analyze the information4. Organize the information5. Write the report

Anatomy of a Report Cover Page Title Page Letter of Transmittal Table of Contents List of Illustrations Executive Summary Report Body

Document Design Use no more than 5 fonts. Use no more than 5 colors. Use glossy paper. Use white space. Use templates. Use parallelism. Avoid double emphasis.

Part Checklist

Title Does it explain what the report is about succinctly ?

Abstract Does it explain why the work was done ? Does it outline the entire report, including the findings ? Have you managed to keep the abstract to one paragraph ?

Contents list Are all the sections covered ? Are the page numbers correct ?

Introduction Does it contain enough background material and cite the relevant references ? Have you defined all the technical terms used ? Is it clear why you have investigated the problem ? Have you explained why you have chosen the experimental or mathematical approach adopted for your work ?

Methodology Is there sufficient detail to allow repetition of the work ? Are correct names used for all chemicals used ?

Results Is the sequence of experimental results presented logically ? Are the data presented in the clearest possible way ? Have SI units been used throughout ? Have adequate statistical techniques been used ? Are all figures and tables numbered in the order they appear ? Tables Are all your tables clear ? Do the tables have a caption placed above the table ? Does the caption provide all the necessary information without reference to the main text ? Have you referred, in the main text, to all tables ? Figures Are all your figures clear ? Are all the symbols used explained in a key or in the caption ? Do all maps have a scale bar and north arrows ? Do all figures have a caption placed beneath the figure ? Does the caption provide all the necessary information without reference to the main text ? Have you referred, in the main text, to all figures ?

Discussion/ Conclusions

Have you explained the significance of the results ? Have you compared your results with published work ? Are your conclusions justified by the data and statistical techniques used ? Have you managed to suggest what further work is useful ?

Acknowledgements Have you listed all people who have contributed to the work you have reported ?

References Do all the references in the main text (and appendices) appear in the list ? Is the list in alphabetical order ? Have you used a consistent format for all references in the list ?