Chapter 15 Writing Business Letters
Good practice/Bad practice
1.
Write a letter for the following situations and then review your performance
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A staff member has won the Company’s Best Customer Service award
Jane was unsuccessful in her job interview however she did come second.
There are customers that are overdue on payment of their 30-day account.
Recruit more contributing members for the company’s mailing list.
Action list
Strength and weakness in
your letter writing
Actions I can take to
improve my performance
Use the seven essential
parts of a business letter
layout
Plan before writing a
business letter
Use plain English in a
business letter
Choose words, sentences
forms and sequence of
information appropriate to
the reader and letter’s
purpose
Use the plan for good
news and neutral letter
Use the bad news letter
writing plan
Use the persuasive letter
writing plan
2. Write a letter to the company’s newsletter to express your concern about supporting the Quality
Customer Service culture when declining invitations and requests for favours. Review your performance by
completing the following table after you have written the letter
Planning
Writing
Editing
Strength
Strength
Strength
Weakness
Weakness
Weakness
Action to improve
Action to improve
Action to improve
3. Write a letter to Amy, your trainee administration assistant to persuade her to improve her use of the
seven essential parts of the business letter. Complete the following table before you write your letter
Seven essential parts
Specific purpose
Best practice tips for Amy
1.
2.
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