Professional Documents
Culture Documents
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1) Easy to read and understand. (to receiver) 2) More likely to get the results you want. (to sender) So, organising is as important as planning.
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Try to discover the basic outline in most of your correspondence. 1)Read through the memo below 2)Identify what type of content each of the four paragraphs contains
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MEMO
To: All Staff From: General Manager Date: 20 July 200X Subject: Dress Code As you know, we have always enforced a strict dress code. We have now revised this code. I would like to inform you of the changes.
The code for branch staff and office staff is different. As I'm sure you will appreciate, there are no changes for branch staff. All branch staff must wear the correct uniform at all times. On the other hand, if you work in the office, you may wear 'smart-casual' wear. However, on any day that you do meet people from outside the company, please ensure you are dressed in a business-like manner.
Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765. NEU School of Business & Administration
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Memo
background
Letter
background
writers purpose
readers information readers response
writers purpose
readers information readers response closing marks
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When writing to customers, you include a salutation (Dear...) and a complimentary close (Yours sincerely / faithfully).
When writing to customers, you add a polite closing. You can also add this closing when writing to colleagues.
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SOFAR Strategy it'll help you remember how to organise external correspondence.
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Dear Mr./Mrs./Ms./Miss... Salutation Background + Purpose Opening Reader's Information Facts Reader's Response Action Polite Closing Remarks You can also use this outline for memos and internal e-mails. Just leave out the salutation.
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SALUTATION
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If you know them well, you can use the reader's first name (e.g., Dear John) If you do not know the reader's name, use "Dear Sir" or "Dear Madam". If you do not know if the reader is a man or a woman, use "Dear Sir or Madam".
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OPENING The Opening includes two parts (and usually two paragraphs): background (referring to previous contact with the reader or introducing a situation) writer's purpose
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OPENING (BACKGROUND)
you've had no previous contact with the reader, you should briefly describe the situation.
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EXAMPLES
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Column A With reference to your correspondence of 21 August... Thank you for your call today about... Regarding your request for credit approval...
Column B Thank you for your letter of 21 August. Further to our conversation earlier today... I have just received your request for credit approval.
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Sentences that begin with prepositions (e.g., with, in, further, for, following, regarding) are difficult to write correctly. They are also quite long and therefore more difficult for your reader to understand. So, keep your writing simple by writing shorter, more direct sentences.
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OPENING (WRITER'S PURPOSE) announce complain confirm explain inform notify propose request suggest apologize
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MEMO
To: All Staff From: General Manager Date: 20 July 200X Subject: Dress Code
As you know, we have always enforced a strict dress code. We have now revised this code. I would like to inform you of the changes.
The code for branch staff and office staff is different. As I'm sure you will appreciate, there are no changes for branch staff. All branch staff must wear the correct uniform at all times. On the other hand, if you work in the office, you may wear 'smart-casual' wear. However, on any day that you do meet people from outside the company, please ensure you are dressed in a business-like manner.
Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765.
NEU
School of Business & Administration 26/Chapter 2
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Read the two situations below Write an appropriate opening for each of them Situation 1: Reply to a customer who called this morning asking for details about opening a new account. Suggested answer: Thank you for calling this morning asking about how to open a new account. I am delighted to give you the details about opening a Premier account.
NEU
School of Business & Administration 28/Chapter 2
Situation 2: Reply to a customer's letter received yesterday. He want to know why delivery of his order is late. Suggested answer: Thank you for your letter of 28 April about the delivery of your order. I apologise for the delay and would like to explain what has happened.
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FACTS In this part, provide all the information your reader needs so that they can 1) understand your purpose 2) respond appropriately.
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ACTION
In this section, tell your reader
how to respond? when to respond?
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For example, if you are writing to invite someone to lunch, what do you want your reader to do? Come to lunch, right? It may seem obvious to you, but you need to make it obvious to your reader, too. That will get the result you want.
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Writer's Purpose:
Reader's Response:
I'd like to invite you to lunch next Thursday. Please call by Tuesday and let me know if you can come.
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What you want your reader to do depends on why you are writing.
Writer's purpose
Invite Confirm Inform Request Complain
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Reader's response
Please call by Wednesday and let me know if you will be able to join us. If we need to make any changes to the schedule, please let me know before Friday. Please adopt the new dress code from 1 September. Please send your bid to us by 15 March.
REMARKS
When writing to customers, end politely and positively. Do this with just one sentence.
But be careful! Try to make your writing sound natural - as if you were speaking to the reader face-to-face.
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Have you ever written sentences like these? Would you actually say them to someone in person? 1) If you have any queries, please do not hesitate to contact me. 2) Assuring you of our best attention at all times. 3) Thanking you in anticipation.
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More natural ways to close a letter: I look forward to hearing from you. I look forward to receiving your order. I hope this information is useful. Please call me if you need any further information. Please call me if you have any questions.
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Summary
In this chapter, you learned how to organise the contents. You learned that, when writing to colleagues or customers, you can follow a similar outline. SOFAR can help you remember the basic outline.
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Dear Mr./Mrs./Ms./Miss... Background + Purpose Reader's Information Reader's Response Polite Closing
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There are 10 sentences and 3 other parts of a letter below. Please arrange them in the correct order .
1) Yours sincerely 2) May I suggest that you contact Mr. Ong directly. 3) I am sorry that I was not in the office when you rang. 4) We do have a branch in Singapore. 5) I hope this information is helpful. 6) Dear Mr. Rushford 7) The address is 54 Liu Fang Road, Jorong Town, Singapore. 8) Alex Ribero 9) I am pleased to provide the information you requested. 10) The manager is Mr. David Ong 11) He can provide you with the financial advice you are seeking. 12) Thank you for trying to contact me by phone yesterday. 13) His telephone number is 65 535 1234.
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School of Business & Administration 40/Chapter 2
Thank you for trying to contact me by phone yesterday.(12) I am sorry that I was not in the office when you rang.(3)
I am pleased to provide the information you requested.(9) We do have a branch in Singapore.(4) The address is 54 Liu Fang Road, Jorong Town, Singapore.(7) The manager is Mr. David Ong(10) May I suggest that you contact Mr. Ong directly(2) His telephone number is 65 535 1234.(13) He can provide you with the financial advice you are seeking.(11) I hope this information is helpful. (5) Yours sincerely(1) Alex Ribero(8)
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School of Business & Administration 41/Chapter 2
See you!
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