Lecture 8 Slides

WRITING
BUSINESS LETTERS &

MEMO
LECTURE 8
BUSINESS COMMUNICATION [BUS103]
Objective
2
Follow accepted conventions of format to

make the letter readable
Identify reader and purpose
Include information appropriate to the

purpose
Use the order of information suited to good

news, bad news and persuasive letters
Faculty of Management and Computing
Business Communication
Personal Letter
3

Layout of a Business
Letter
Letterhead
Stationery
Reference
Date
Salutation
Heading
Signature
Block
XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
xxxxx
xxxxx
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxx:
xxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxx,
xxxxxxxxxxxxxx,
xxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
Inside
Address
The
Message/ Body
of Letter
Complimentary
Close
Senders Name
Continued
5
Letterhead
Date
Day/month/year
Month/day/year
Inside address
Companys name, address and tel/telex/fax

numbers
Shows full name, full postal address, town and

postcode
Salutation
Dear Sir/Madam/Sirs/John/Mr John

Continued
6
Subject line
Body
Purpose
Separate into paragraphs with a new idea in
each, with one line space between each
paragraph
Complementary close
Match Dear Sir with Yours faithfully

Match Dear (personalised) with yours
sincerely
Signature block
Salutation and Complimentary Close

7

Example Opening and

Closing

The body of Letter

9

Other parts of a
business letter
10
Confidential/Airmail/First Class/Urgent
Attention Line
Copy reference
Blind copies
Signing on employers behalf
pp Writer Name and Position

11
Types of
layout
Full block
Full block
with
centred letterhead
Modified block

12
Full Block
Business Letter


13
Modified Block
Business Letter
Faculty of Management and Computing Business Communication
14
Planning the business

letter
Decide on the purpose of the letter
Decide what you want to say
Write all the ideas in point form
Order ideas into a sequence appropriate to the type

of letter
Write first draft using plain English style
Read the letter to ensure that you have achieved

your purpose
Rewrite if necessary
Writing strategy for good news

or neutral letters
Good news letters announce the good news first
The writing strategy is direct order of information

1.
Identify letters purpose in the subject line or opening

paragraph
2.
Place the good news in the opening paragraph
3.
State the details that support the good news in

the middle paragraphs
4.
Close with a statement of goodwill
Sample
Good News Letter
16
Direct approach
purpose of writing
The good news
The detail
Statement of
goodwill

17
Four types of good

news letters
Letter of enquiry
Letter of request
Letter of
acknowledgement
Letter of introduction
Letter of Inquiry
18
1.
2.
3.
4.
Identify with the inquiry in the subject

line
Open with the inquiry and a short
background if necessary
Indicate how the receiver is to respond
Close in courteous and friendly manner

Letter of Request
19
1.
2.
3.
4.
Identify the request in the subject line

If you choose to omit the subject line,
identify the request and give brief
reason or background for it in the
opening paragraph
Ask for specific response to your
request
Close courtesy to maintain goodwill

Letter of Acknowledgement
20
1.
2.
3.
4.
Start with acknowledgement

Say yes clearly when relevant
Supply and necessary information or
details
Close courtesy o maintain goodwill

Letter of Introduction
21
Use a subject line to catch reader's

attention
2. Open by explaining your reason for the
introduction
3. Supply detail and information in the
middle paragraphs to create desire to
read further
4. Close by saying what you can do for the
reader and what you want the reader to
do
1.
Writing strategy for a bad news

letter
22
A bad news letter gives the reader

unwelcome news
The writing strategy is indirect order of

information
Open with a neutral buffer
Explain the situation
Give the refusal or negative news
Close with a positive paragraph
Sample
Bad News Letter
23
Open with a
neutral buffer
Explain the
situation
Give the refusal
or negative news
Close with a
positive
paragraph

24
Four types of bad news

letters
Order of refusal
A credit refusal
An adjustment
refusal
An invitation or
request refusal
An order refusal
25
1.
2.
3.
4.
Start by acknowledging the order

Explain the reason for the refusal
State the refusal
Close with a courteous expression of
interest in continuing your relationship
with customer.

A credit refusal
26
1.
2.
3.
4.
Start with neutral opening

Explain the factors considered in t he
decision
State the refusal clearly and courtesy
Close by courtesy inviting the receiver
to contact your organisation

An adjustment refusal
27
1.
2.
3.
4.
Start with a neutral paragraph

acknowledging the adjustment request
Explain the reason for the decision
State the refusal courteously
Close with a courteous attempt to
maintain the customer goodwill

28
Refusing invitation or
request
1.
2.
3.
4.
Start with a neutral buffer, preferably

by expressing your appreciation of the
invitation or request
Give detail explanations
State the refusal clearly courteously
and tactfully
Close by expressing interest in the
other person or organization

Writing Memo : Objectives

29
Describe the format of memorandum
List the advantages of the

memorandum
Explain how to plan and write

memorandum
Writing different types of

memorandum
Sample of Memo Format 1

XXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX
XX: xxxxxxxxxxxxxxxx
XX: xxxxxxxxxxxxxxxx
XXXX:
xxxxxxxxxx
XXXX: xxxxxxxxxx
xxxxxxxxxx
XXXX:
XXXX:
XXXXXXX:xxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxx
xxxxx
30
MEMORANDUM
To:
From:
Date:
Subject:
Sample of Memo Format 2

31

Advantages of Memorandum
32
Reaches
Reaches large
large
number
number of
of people
people
at
at the
the same
same time
time
Provides
Provides aa
written
written record
record
to
to refer
refer
Allows
Allows detailed
detailed or
or
difficult
difficult information
information
To
To be
be logically
logically and
and
accurately
accurately relayed
relayed
Can
Canindicate
indicatethat
that
information
informationititcontains
contains
is
part
of
the
is part of the
organisations
organisationsprocedure
procedure
Writing Memos
33
Identify the subject
Select and order information
Write simply
Use a suitable tone
Types of Memo
34
Instruction memo
Request memo
Announcement
memo
Transmittal memo
Authorisation memo
35
Sample of
Announce
ment
Memo


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WRITING

BUSINESS LETTERS &

BUSINESS COMMUNICATION [BUS103]

Follow accepted conventions of format to

Identify reader and purpose

Include information appropriate to the

Use the order of information suited to good

Faculty of Management and Computing

Companys name, address and tel/telex/fax

Shows full name, full postal address, town and

Dear Sir/Madam/Sirs/John/Mr John

Match Dear Sir with Yours faithfully

Faculty of Management and Computing

Salutation and Complimentary Close

Faculty of Management and Computing

Example Opening and

Faculty of Management and Computing

The body of Letter

Faculty of Management and Computing

Signing on employers behalf

pp Writer Name and Position

Faculty of Management and Computing

Faculty of Management and Computing Business Communication

Planning the business

Decide on the purpose of the letter

Decide what you want to say

Write all the ideas in point form

Order ideas into a sequence appropriate to the type

Write first draft using plain English style

Read the letter to ensure that you have achieved

Writing strategy for good news

Good news letters announce the good news first

The writing strategy is direct order of information

Identify letters purpose in the subject line or opening

Place the good news in the opening paragraph

State the details that support the good news in

Close with a statement of goodwill

Faculty of Management and Computing

Faculty of Management and Computing

Four types of good

Identify with the inquiry in the subject

Faculty of Management and Computing

Identify the request in the subject line

Faculty of Management and Computing

Start with acknowledgement

Faculty of Management and Computing

Use a subject line to catch reader's

Writing strategy for a bad news

A bad news letter gives the reader

The writing strategy is indirect order of

Open with a neutral buffer

Explain the situation

Give the refusal or negative news

Faculty of Management and Computing

Close with a positive paragraph

Faculty of Management and Computing

Four types of bad news

Start by acknowledging the order

Faculty of Management and Computing

Start with neutral opening

Faculty of Management and Computing

Start with a neutral paragraph

Faculty of Management and Computing