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Chapter 9
Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright 2006
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 2
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 3
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 4
Proofread for correctness and format. Evaluate by putting yourself in the readers shoes.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 5
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 6
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 7
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 8
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 9
Dateline
Inside Address
Ms. LaTonja Williams Health Care Specialists 2608 Fairview Road Costa Mesa, CA 92627
1 blank line
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 12
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 13
Printed Name
Reference Initials
Sharon Montoya
1 blank line
SM:mef
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 14
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 15
Opening
Ask a question or issue a polite command (Will you please answer the following questions. . . ?). Avoid long explanations that precede the main idea.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 16
Body
Explain your purpose and provide details. Express questions in parallel form. Number them if appropriate. To elicit the most information, use open-ended questions (What training programs do you recommend?) rather than yes-or-no questions (Are training programs available?). Suggest reader benefits, if possible.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 17
Closing
State specifically, but courteously, the action you wish to be taken. Set an end date, if one is significant, and explain why. Avoid clich endings (Thank you for your cooperation). Show appreciation but use a fresh expression. Make it easy for the receiver to respond.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 18
Routine Request
Before Version
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 19
Dear Sir: Because we are one of the largest banking systems in the country, we receive hundreds of rsums from job candidates every day. We need help in sorting and ranking candidates by categories, such as job classification, education, work history, skill, and experience. Recently, I was reading WORKFORCE magazine, and the March issue has a story about your new software program called Resumix. It sounds fascinating and may be the answer to our problem. We would like more information about this program, which is supposed to read and sort rsums.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 20
In addition to learning if the program can sort candidates into the categories mentioned earlier, Im wondering if the program can read all the different typefonts and formats that candidates use on their rsums. Another important consideration for us is training and troubleshooting. If we need help with the program, would you supply it? Thank you for your cooperation. Sincerely,
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 21
Routine Request
After Version
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 22
Dear Product Manager: Please send me information about your Resumix software program, which I read about in the March issue of WORKFORCE magazine. We receive hundreds of rsums daily, and, frankly, we need assistance in processing them. Answers to the following questions would help us determine if Resumix could solve our problem.
1. In terms of fonts and formats, what kinds of rsums can your software read?
2. Can the program help us sort and rank candidates by
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 23
categories such as job classification, education, work history, skill, and experience? 3. How does your company provide training and troubleshooting service for your software? I would appreciate your response by April 1 so that we can study the program before the rush of job applications in June. Sincerely,
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 24
Order Letters
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 25
Opening
Use order language to identify the message (Please send by UPS the following items from your spring catalog).
Name the information source (the May 2 advertisement in the Daily News).
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 26
Body
List items vertically. Provide quantity, order number, complete description, unit price, and total price.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 27
Closing
Tell how you plan to pay for the merchandise.
Tell when you would like to receive the goods, and supply any special instructions. Express appreciation.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 28
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 29
Opening
Describe what you want done immediately. When the remedy is obvious, state it briefly (Please send 12 copies of Model Memos to replace the copies of Business Proposals sent in error). When the remedy is less obvious, explain your goal (Please clarify your policy regarding reservations and late arrivals).
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 30
Body
Clarify the problem and justify your request. Provide details objectively and concisely. Dont ramble. Be organized and coherent. Avoid becoming angry or trying to fix blame. Include names of individuals and dates of previous actions.
Ch. 9, Slide 31
Closing
End courteously with a tone that promotes goodwill. Request specific action, including end date, if appropriate. Note: Act promptly in making claims, and keep a copy of your message.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 33
Subject Line
Consider including a subject line to identify the topic and any previous correspondence. Use abbreviated style, omitting articles (a, an, the).
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 34
Opening
Deliver the information the reader wants. When announcing good news, do so promptly.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 35
Body
Explain the subject logically. Use lists, tables, headings, boldface, italics, or other graphics devices to improve readability. In letters to customers, promote your products and your organization.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 36
Closing
Offer a concluding thought, perhaps referring to the information or action requested. Avoid clich endings (if you have any questions, do not hesitate to call). Be cordial.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 37
Granting Claims
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 38
Opening
When approving a customers claim, announce the good news immediately. Avoid sounding grudging or reluctant.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 39
Body
Strive to win back the customers confidence; consider explaining what went wrong (if you know). Concentrate on how diligently your organization works to avoid disappointing customers. Be careful about admitting responsibility; check with your boss or legal counsel first.
Ch. 9, Slide 40
Body
Avoid negative language (trouble, neglect, fault). Dont blame customers even if they are at fault. Dont blame individuals or departments in your organization. Dont make unrealistic promises.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 41
Closing
Show appreciation that the customer wrote. Extend thanks for past business. Refer to your desire to be of service.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 42
Claim Response
Before Version
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 43
Dear Mrs. Winston: Thank you for your letter of May 18 in which you complain that you are receiving two issues of Home Office each month. We have checked into the matter and ascertained that the misunderstanding resulted when you placed an order under the name of Mrs. Wendy Winston. You claim that this new subscription was made as part of your daughters magazine fund-raising program at her school. If this is true, please note that a computer cannot distinguish between your current subscription for Mrs. H.C. Winston and a new one for another name.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 44
But we think weve straightened the problem out. Were extending your subscription for 14 months. Thats a bonus of two issues to make up for the double ones youve received. However, we cant prevent you from receiving one or two more double issues. Sincerely,
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 45
Claim Response
After Version
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 46
Dear Mrs. Winston: Youre right, Mrs. Winston. Instead of starting a new subscription, we should have extended your current subscription to Home Office. Beginning in January, you will receive issues for 14 additional monthsa bonus of two free months. You may receive one or two more double issues, but youre not being charged for them. Please share them with your friends or neighbors. Although you ordered 12 months of Home Office, were giving you 14 monthsjust to let you know how important your satisfaction is to us. Cordially,
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 47
Letters of Recommendation
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 48
Opening
Name the candidate and position sought. State that your remarks are confidential. Describe your relationship with the candidate.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 49
Body
Describe the applicants performance and potential. Strive to include statements about communication skills, organizational skills, people skills, ability to work with a team, etc. Include definite, task-related descriptions (She completed two 50page proposals instead of She works hard).
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 50
Body
Include negative statements only if they are objective and supported by facts.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 51
Conclusion
If supportive, summarize candidates best points. Offer ranking of candidate (Of all the accountants I have supervised, she ranks in the top 10 percent). Offer to supply additional information if needed.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 52
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 53
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 55
End
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 9, Slide 57