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W E L C O M E

BUSINESS CORRESPONDENCE
SEMINAR
MYR 2011
RG Meditron, Inc.
July 27, 2011

BUSINESS CORRESPONDENCE
Business has three primary means
of sending and receiving written
information:
1. Letters
2. Memos

3. Reports

Principles of Good Letter Writing

Every business writer should be able to


produce a written message that achieves
two goals:

1. Is structurally complete
2. Achieves its purpose quickly,
clearly, and effectively.

The Total Effect on the Reader


The total effect on the reader determines
whether he or she will react the way you want.

If your letter does its job properly, youll be able


to answer yes to the following questions:
1. Will the reader understand the message?
2. Is the tone of the letter positive?
3. Will the letter do its specific job and also build
goodwill?

THE IMPACT OF A UNIFIED MESSAGE


As you write, dont think in terms of the parts of
your message or of each principle.
Think of the overall effect of the whole message.
Be aware, however, that overlooking even one
quality that is important to the reader may
weaken or destroy the effectiveness
of your message.

The Five Test of Effective Correspondence


To communicate easily and effectively with your
reader, apply the following five C principles:
(1) Courteous

(2) Clear
(3) Complete
(4) Concise
(5) Correct

The Five Test of Effective Correspondence

1. Put yourself in the readers place.


2. Write in a friendly, natural, and conversational
style.
3. Project an attitude that focuses on the reader the
you attitude.
4. The tone of the letter should show sincerity and
desire to be of service.

The Five Test of Effective Correspondence

1. Avoid using trite, vague phrases.


2. Use active verbs rather than passive verbs because
they make forceful and more interesting to read or to
hear.
Examples:
AV - The professor teaches the students.
PV - The students are taught by the professor.

3. Avoid using participial phrases.


Example:
Exhausted after two hours of running, Sandra saw her
husband collapse at the finish line.

The Five Test of Effective Correspondence

1. Always consider the five Ws and one H:


a. Who
b. What
c. When
d. Where
e. Why
f. How
2. Be specific.

The Five Test of Effective Correspondence

Conciseness doesnt necessarily mean brevity or


curtness. Being concise is saying what
you have to say in the fewest possible words
which may mean two words or hundreds.
You are concise when you pare down your letter
to essentials, stripping it of unnecessary
words.

The Five Test of Effective Correspondence

Verifying facts and paying attention to accuracy of


details is time well spent.
Reasons for errors fall into two categories:
1. Typographical. Wrong letters, extra words, words left
out, errors in spacing.
2. Failure to check reference sources. Misspelled words
and names; errors in word selection, dates and figures,
and punctuation; incomplete information.

PLANNING AND PREPARING LETTERS


PLANNING THE LETTER

Before you write correspondence, you should plan what


needs to be included.
As you plan your correspondence, you should start by
considering;
1. The person who writes the letter (you)
2. The person who receives the letter
3. The background and purpose of the letter (the message)
Then decide upon the best approach and what you will say.

PLANNING AND PREPARING LETTERS


The Person Who Writes the Letter
As you begin any new job, you should learn all you can about the
organization you will represent. In all your communications you must
act on behalf of the organization and treat your personal views as
secondary.
The Person Who Receives the Letter
The most important factor to consider when you are planning a business
message is the person who will read it.
A business message is successful only when the reader:
1. Reads it.
2. Understands it.
3. Reacts on it.

PLANNING AND PREPARING LETTERS

The Background and Purpose of the Letter

A business letter grows out of a need to communicate.


To plan a letter efficiently, you must understand:

1. Why the letter is needed.


2. The response it should bring.

ORGANIZING YOUR LETTER

The Direct Approach


When you can tell your reader yes or transmit
good news, you have the easiest and most
pleasant writing task.
In these situations there is only one rule: Start
with the good news. Good news will put the
reader in a friendly, receptive frame of mind for
anything else you say.

ORGANIZING YOUR LETTER

The Direct Approach


Examples of routine types of correspondence that
use direct approach are those:

1. Requesting appointments or reservations.


2. Requesting information about products and
services.
3. Saying yes to inquiries and requests.
4. Granting adjustments and credit.
5. Sending goodwill messages.

ORGANIZING YOUR LETTER

The Indirect Approach


The rule to remember is to put the bad news in
the middle. Place a buffer a cushion
between the reader and the bad news by not
putting the bad news in the first paragraph or
last-part position. The reader begins and ends
with positive message. This is indirect approach.

ORGANIZING YOUR LETTER


The Indirect Approach
You can help break the bad news as gently as by organizing your
letter as follows:
1. Buffer Paragraph Begin with something in the situation that
you and the reader can agree on.

2. Reasons and Refusal After the buffer paragraph, give the

reasons for refusing or for giving the bad news. Begin with your
best reason for refusal, go on to the next best, and so on. After
giving the explanation, use a middle paragraph for the actual
refusal. What is important is that the reader gets the message
clearly.

3. Finding By the end of the letter, you can then offer a

counterproposal to what the reader asked or resell your point of


view. Even a bad news message should end on a hopeful note.

ORGANIZING YOUR LETTER

The Indirect Approach


Examples of types of correspondence that use
the indirect approach are those:
1. Refusing appointments or reservations.
2. Saying no to requests for information about products
and services.
3. Turning down invitations.
4. Saying no to inquiries and requests.
5. Refusing an order.
6. Refusing to make adjustments and credit.
7. Turning down a job applicant.

ORGANIZING YOUR LETTER

The Persuasive Approach


A letter that makes special requests or try
to sell the readers product, a service, or an
idea are persuasive or sales letters. Getting
the reader to do what you want, to accept
what you say, or to agree with you calls for
the persuasive approach.

ORGANIZING YOUR LETTER

The Persuasive Approach


1. Attention In the opening of paragraph, you should promise
or imply some benefit or reward for the reader.
2. Interest Second, you will arouse the readers interest if
you describe how the product or service would benefit the
reader.
3. Desire Next, give physical details of the product or
service, such as dimensions and materials, and so on.
4. Action Finally, ask for readers response or for the order, if
appropriate. The request for the action should make the readers
response as easy as possible.

CHOOSING THE BEST APPROACH


Anticipated Type of
Message

Reader
Reaction

Message
Approach

Reader will be pleased.

Good-News

Direct

Bad-News

Indirect

Reader will be neutral


(neither pleased Neutral
Direct nor displeased) or
will have at or least
some degree of interest.

Neutral /
Informational

Direct

Reader will have little or


no initial interest.

Persuasive

Persuasive

Reader will be
displeased.

Steps for Planning Your Message


STEP 1
Write down the main purpose and all secondary purposes of the
message concisely.
Example:
Primary Purpose
To provide cost estimates for printing.
Secondary Purpose
To convince the reader that we are dependable.
To confirm exact printing specifications.

Steps for Planning Your Message

STEP 2
Jot down all points to be covered in Message to accomplish
primary and Secondary purposes
Example:

Brainstorming List
Itemize paper, printing, collating, and Shipping
costs for 750, 1,000, and 1,250 copies. Victory
to supply binders.

Steps for Planning Your Message

STEP 3
Cross out any items from the list made in Step 2 that can be
omitted without sacrificing friendliness or completeness. Watch for
repetitious ideas that brainstorming often
produces.
Example:
Edit Brainstorming List
Draw a line through Speedy delivery. You
already listed Delivery within ten days.

Steps for Planning Your Message

STEP 4
Choose the best approach. reaction and appropriate approach
(direct, indirect, or persuasive).
Example:

Determine Reader Reaction and Approach


Reader will be pleased; use direct approach.

Steps for Planning Your Message


STEP 5
Based on the approach you chose, number the items in the edited
brainstorming list the order in which you will cover them in
your message. The result will be a plan from which you can quickly
compose a draft of your message.
Example:

Arrange Items in Proper Sequence:


1. Thank her for estimate request.
2. Confirm specification in her letter.
3. Victory to supply binders.
4. Itemize paper, printing, collating, and shipping costs
for 750, 1,000, and 1,250 copies.
5. Delivery within ten days.
6. Call me with questions.

BUSINESS LETTER WRITING


When you write a letter, you create an image
of you and your company in your reader's
mind.
A good letter should be effortless reading that
makes you want to read more. It should be
clear and concise, with short sentences and
simple words. It should keep to the facts and
be easy to read and to understand.

BUSINESS LETTER WRITING


Main Steps:
1. Identify your aims
2. Establish the facts
3. Know the recipient of the letter
4. Create sample Copy
5. Decide on Physical layout of letter.

PARTS OF BUSINESS LETTER


1. Date Line

Reference line
Special mailing notations
On-arrival notations

2. Inside Address
Attention line
Salutation
Subject line
3. Message
Complimentary close
4. Signature Block
Identification initials
Enclosure notation
Carbon copy notation
Postscript

PARTS OF BUSINESS LETTER


The Block Form
(FULL BLOCK)

Date Line

__________

Inside Address
__________
__________
__________

Salutation

__________:
_______________________________________________
_______________________________________________
_______________________________

Message

_______________________________________________
_______________________________________________
_______________________________

__________________

Complimentary Close

______________
______________

_______
_______

Signature Block
Typists Initials
Other notations

PARTS OF BUSINESS LETTER


1. Date Line
Ex.

February 4, 2009
IMG-Q08-472

or

IMG-Q08-472
February 4, 2009

2. Inside Address
Ex.

Mr. Noli de Castro


News Director
Radio Station ABS-CBN
4723 Pateros Street,
Quezon City, 1234

Dr, Vanessa O.Pascual, Dean


School of Business and Finance
Siliman University
Dumaguete, 3029

Ms. Sarah B. Acosta, Director


Acme Theater
732 Roman Street
Quezon City, 1234

Mrs. Kristine A. Cruz


President, A & B Realty
Boracay Beach, 3812

ABS Corporation
Marketing Division
7341 Dominga Street
Pasay City, 4930

PARTS OF BUSINESS LETTER


Attention Line
Ex.

Attention Mr. Juan D. Cruz

or

Attention: Mr. Juan D. Cruz

Salutation
Ex.

Gentlemen
Dear Mr. (or Ms., Mrs., Miss, Dr., Professor) Nocon
Dear Alfon

*When specific organization is being addressed, Gentlemen is the


conventional salutation.
*The most conventional way of addressing a group known to consist of both male
and female officers is to write Ladies and Gentlemen or Dear Sir or Madam
*When a letter is addressed to an all-female organization, write Ladies of
Mesdames
* When a letter is addressed to married couple, write Dear Mr. and Mrs. Sison

PARTS OF BUSINESS LETTER


3. Message

*The body of the letter should begin 2 lines below the salutation.
*Paragraphs are single-spaced internally. Double spacing used to separate
paragraphs.
Complimentary Close
Formal

Respectfully yours
Respectfully
Very respectfully yours

General Correspondence

Very truly yours


Very truly
Yours truly

Less Formal

Most Sincerely
Sincerely yours

PARTS OF BUSINESS LETTER


4. Signature Block
Ex.

ROLLY D. RIZAL DIRECTOR


ROLLY D. RIZAL, DIRECTOR
Mike C. Bumanlag
Director

*If printed letterhead is being used, the name of the firm should not appear below the
complimentary close
* If printed letterhead is not being used, the name of the firm maybe typed all in capitals
2 lines beneath the complimentary close with the first letter of the firms name aligned
directly underneath:
Very truly yours,
Jam Lines, Inc.

Simeon C. Perez
Simeon C. Perez
Dispatcher

PARTS OF BUSINESS LETTER


Identification Initials

*The initials of the typist and sometimes those of the writer are placed 2 lines
below the last line of the signature block and are aligned flush left in all the
letter stylings.
Ex.

FCA

or

FCA/HL

Enclosure Notation

*If a letter is to be accompanied by an enclosure or enclosures, one of the


following expressions should be aligned flush left and typed one or two lines
beneath the identification initials:
Ex.

Enclosure

or

if more than one Enclosures (3)

PARTS OF BUSINESS LETTER


Carbon Copy Notation

*A carbon copy notation showing the distribution of courtesy copies to other


individuals should be aligned flush left and typed two lines below any other
notations.
Ex.

cc

cc:

Copy to

Copies to

The Official
Letter Styling
w/ Printed
Executive
Letterhead

The Hangingindented Letter

The Simplified Letter

The Block Letter

The Modified Block Letter

The Modified Semi-block Letter

MEMORANDUM

Memos are generally used only for


communication among employees
within the organization. They are not
used to communicate with people who
are not employed by the same company.

MEMORANDUM
DOs
Do carbon copy others within your organization who
need to see your memo.
Do send a memo to people who report directly to you
and let them distribute it within their departments /
divisions.
Do use bullet points and other graphics to identify key
points or issues your addressing.
Always indicate: TO or FOR: / FROM: /DATE:/ SUBJECT:

MEMORANDUM
DONTs
Dont cover too many issues in one memo. Its
better to have a single memo address a single
topic.
Dont send memos to customers or prospects. A
letter is better.
Dont put Dear Mr.
Dont put Sincerely yours
Preferably without Thank you

WRONG MEMORANDUM LAYOUT


MEMORANDUM
Ref. No. ABC 2011-0070

TO

: HUMAN RESOURCES DEPARTMENT

FROM

: MALINA N. WRONGPA

DATE

: JULY 26, 2011

SUBJECT
: INCIDENT REPORT
=====================================
Dear Sir,
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
Yours truly,

MALINA N. WRONGPA
/mnw
CC: PVL

MEMORANDUM LAYOUT
MEMORANDUM
Ref. No. HRD 2011-0001

TO

: ALL EMPLOYEES

FROM

: HUMAN RESOURCES DEPARTMENT

DATE

: MAY 10, 2011

SUBJECT

: JULY 12, 2011 Independence Day


(Regular Non-working Day)

====================================
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
______
______

/svl
CC:

CFG/LFG/RDG

GUIDE IN A NUTSHELL
To develop your writing ability, you
must do two things:
1. Analyze good and bad examples of
communication.
2. Practice writing business letters,
memos, and reports.

EXERCISES
1. Prepare a proposal letter to a new client using
persuasive approach.
2. Prepare a letter to a client confirming the arrival of their
purchase order using direct approach.
3. Prepare a letter to a client informing that the delivery of
their orders will be delayed.
4. Prepare a memorandum addressed to your immediate
head for hiring an additional staff to your department.

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