That’s right, people still write letters.
1.
Why write letters?
2.
Four letter types
3.
Letter organization
4.
Style and tone of writing
5.
Call to action
4–
2

Purpose
◦ Inform or persuade
◦ Communicate so reader can understand
◦ Document information

Characteristics
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◦
◦
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One way
Responsibility to convey meaning rests with writer
Clear and brief
Accomplish your goal

Four common business correspondence
1.Inquiry
 Ask for information to be sent to writer
2.Special request
 Ask for special action or consideration
3.Sales letters
 Sell product or service
 Cover letter
4.Customer relations letters:
 Complaint/Adjustment (see next slide)
 Follow up
 Collection
Complaint Letter


Want a specific action taken (not to vent)
Disagree without being disagreeable
Adjustment Letter


Respond to a complaint
Reconcile differences
After salutation (Dear Ms. Xxx:)

Topic sentence & introduction paragraph
◦ Build goodwill and a relationship quickly.
◦ Why are your writing?

Supporting paragraphs
◦ Give details that will help readers take the requested action.
◦ If you’re writing about information or a complaint include
specific account and product numbers.

Closing paragraph
◦ Make a clear call to action. When are you expecting a
response? How should the reader contact you?

Positive

Neutral

Negative
◦ Responding favorably to a request or complaint
◦ Sales letters promoting a product
◦ Requesting information
◦ Placing an order
◦ Responding to an action or a question
◦ Refusing a request
◦ Saying no to an adjustment, etc.

Establishing and maintaining good relations
◦ Good/bad news
◦ Acceptance/refusal

Goodwill language
◦ Focus on the reader (You, not I, language)
◦ Connect on a human level
◦ Ask an engaging question in introduction
Positive Language
◦
◦
◦
◦
State what you can do
State what the reader should do
Use neutral, not blaming, language
Use positive words to create positive feelings

Re-write the following sentences using the
previous rules of positive language.
◦ I can’t meet with you now. It has to wait until Monday
morning.
◦ You can’t use this room until we are finished with our
meeting.
◦ Never take more than two days to process a claim.
◦ Your forgot to leave your phone number, so I couldn’t
call you back.
◦ I have no idea what you’re talking about.
◦ Your solution is simply unworkable.