Business Letters

Topics
 Letter Styles

 Parts of a Business Letter

 Guidelines for writing a good letter

Letter Style
 Full Block
 Modified Block
Full Block Style
Modified Block Style
Parts of a Business Letter
 Heading
 Inside Address
 Salutation
 Body
 Complimentary Closing
 Additional Information
Heading
 For Modified Block Style
 If not using letterhead, begin writer’s full address at
 the horizontal center of the page.
 Insert date beneath the last line of the address or letterhead.
 For Full Block Style.
 Insert date two spaces below the last line of the
letterhead or writer’s address.
 For All Styles.
 Spell out street, avenue, etc.
 Spell out the name of the City and the postal code
Inside Address
 For long letters
 2 spaces below the date
 For short letters
 4 spaces below the date
 Include the reader’s
 full name
 title
 full address (including zip)
Inside Address
 Attention line
 may write to an organization saying anyone can answer but
may want a particular individual to handle the matter
 Reference line
 used when referring to a memo or letter you have received
before
 Subject line
 Attention: Customer Relations Department
 Subject: Defective parts for SL-100 Calculators
Salutation
 Recipient’s title and last name:
 Mr., Ms., Dr., Captain, Professor
 No name or title?
 Dear Sir , Sirs or Madam
 Use Sir when addressing to a single person like a
Director or Manager
 Use Sirs when addressing to a group of people like the
Board or Committee
 Avoid “To Whom It May Concern”
Body Of a Letter
 Opening
 Main Message
 Close
Opening
 Says Why you are writing
 Introduction
 Background
 Basics
Main Message
 Gives Details
 Fact & figures / give instructions/ask
for/give information;provide details
 Response & Action
 What action is required / what action
will you take.
Closing
 Usually talks about the future
 Mostly requires a simple closing
 Complimentary close….
The Seven Cs of Business
Letter Writing
 Clear
 Concise
 Correct
 Courteous
 Conversational
 Convincing
 Complete
Putting your reader first
 Ask questions to get a clear picture of your
readers.
 Who are my readers?
 What do they already know about the subject?
 What do they need to know?
 Will they understand technical terms?
 What information do they want?
 What do I want them to do?
 What interests or motivates them?
Putting your reader first
 What prejudices do they have?
 What worries or reassures them?
 What will persuade them to my view?
 What other arguments do I need to present?
 How are they likely to react to what I say?
 If you imagine yourself in your reader's
position, you're more likely to write a
good letter.
 Keeping your business
plan to the point
 Keep to the point of your letter
 Draw up an outline to plan your letter. Follow these
steps:
 Make a list of the topics you want to cover
 List key words, examples, arguments and facts.
 Cut out anything that's not relevant to your aim or
audience.
 Sort the information into the best order for your
readers.
 Getting the right tone to
your business letter
 Use a tone that is friendly but efficient. To do
this, write as you would speak and talk on
paper
 Here are some ways to change your writing
style to a conversational style.
 Use Contractions
 Such as it's, doesn't, I'm, you're, we're,
they're, isn't, here's, that's, we'll gives a
personal and human feel to your writing.
 Getting the right tone to
your business letter
 Use Personal References
 Use words such as I, we, you, your, my, and our
in your writing.
 Using I, we and you also helps you to avoid using
passive verbs. It makes your style more direct
and clear.
 So instead of writing:
 Our address records have been amended ...
 Write
 We’ve changed your address in our records
 Getting the right tone to
your business letter
 Use Direct Questions
 Original: We would appreciate your advising us whether
you want to continue this account or transfer it.
 Redraft: Do you want to continue your account or transfer
it?
 Original: Please inform us whether payment against these
receipts will be in order.
 Redraft: Can we pay against these receipts?
Writing your business plan in
plain English
 Good writing is effortless reading
 It is clear and concise
 Uses short sentences and simple words
 Plain English is clear English.
 Use active verbs rather than passive verbs
 Passive: It was agreed by the committee...
 Active: The committee agreed...
Writing your business plan in
plain English
 Keep your sentence average length low
 Use simple words rather than complex ones.
(Too often we use words such as additional, indicate, initiate
and proliferate for extra, show, start and spread. )
 Edit wordy phrases
 Avoid jargon and technical terms
 Avoid abbreviations
 Avoid abstract words and phrases
Writing a strong opening to
your business letter
 Your first job in writing any letter is to
gain your reader’s attention.
 It’s an important principle of effective
writing to put the most important
information first.
Writing a strong close to
your business letter
 The closing paragraph should bring your
letter to a polite, businesslike close.
 Avoid using weak phrases and overused
business phrases like these:
 Thanking you for your...
 Hoping for a prompt reply...
 Thanking you in advance for your
assistance...
Writing a strong close to your
business letter
 I would again apologize for the delay in replying and I
trust that this has clarified the points you have raised,
however, if you wish to discuss any points I have not
clarified, or need any further information, you may
wish to telephone or contact me accordingly.
 I look forward to hearing from you and in the
meantime, should you have any queries, please do
not hesitate to contact me.
 I regret that I cannot be of more assistance in this
matter, and should you have any further queries,
please do not hesitate to contact me.
 Avoiding overused business
letter phrases
 Many business letters contain hackneyed phrases that detract
from a clear, natural style.
 Original:
We trust this is satisfactory, but should you have any further
questions please do not hesitate to contact us.
 Redraft:
We hope you are happy with this arrangement but if you have any
questions, please contact us.
 Original:
Further to your recent communication. Please find enclosed the
requested quotation…
 Redraft:
Thank you for contacting us. I enclose the quotation you asked for
 Business letter writing
checklist
 Keep it Short
 Cut needless words and needless information.
 Cut stale phrases and redundant statements.
 Cut the first paragraph if it refers to previous
correspondence.
 Cut the last paragraph if it asks for future
correspondence.
 Lengthy phrases
Avoid Use
 In the near future shortly
 In the event that in case
 In order that so that
 For the purpose of for
 With regard to Regarding
 I am of the opinion that I think
 Business letter writing
checklist
 Keep it Strong
 Answer the reader's question in the first paragraph.
 Give your answer and then explain why.
 Use concrete words and examples.
 Keep to the subject.
 Keep it Sincere
 Answer promptly.
 Be human and as friendly as possible.
 Write as if you were talking to your reader.
Simple words
Instead of Use
 Terminate end
 Utilize use
 Anticipate expect
 Assistance help
 Endeavor effort
 Ascertain confirm
 Procure get

 Advise suggest
 Alteration change
 Fabricate make
 Nevertheless even then
 Substantial quite a lot
Simple Words
Instead of Use
 Peruse Read
 Aforementioned Previous
 Without Charge FREE
 Correspondence Letter
 Other members of staff Colleague
 At this point in time Now
 In the near future Soon

 Allocate Give
 Conclude End
 Designate Name
 Assisting Helping
 Avoid ‘double entry’
 Viable alternative alternative
 Revert back revert
 Past history past
 Forward planning planning
 End result result
 Added bonus bonus
 Particularly distinct distinct
 Free gift gift
 Waste Words

In my previous
job, I
successfully Previously, I
Successfully How do you manage unsuccessfully?
managed a Supervisorial You have already stated you are a manager managed a group
group of ten. Capacity Big, vague & meaningless in this context of ten. Besides
In my Maximising Clumsy, conversational word their training
Minimising Ditto
supervisory and
Outgoing What payments are outgoing?
capacity, I was Expenditures wouldn’t expenses say enough? performance, I
responsible for
was also
maximizing our
department’s responsible for
productivity keeping
whilst productivity
minimising our high and
outgoing expenses low
expenditures.
 Waste Words
The figures for this year are final,
and you can see that, compared to
last year, they are disappointing
enough to make us want to improve
them, so that when they are
reviewed next year, we will have
met this objective.

Compare this year’s figures to

last year’s, and the results are
disappointing. Let’s make
improving them our objective –
in time for the next review.
Some Do’s
 The Five Must Do’s
1. Avoid LONG Sentences
2. Cut CLUTTER Words
3. Use ACTION Verbs
4. Talk WITH the Reader
5. State Your Message FIRST
Some Do’s
 Avoid Long Sentences
 Break sentences at “and” and “but” joints.
 Break at a new idea or change of idea.
 Look at any sentence that exceeds three
typed lines (about thirty words). Break
such sentences into smaller units.
Some Do’s
 START A NEW SENTENCE WITH “BUT”
WHEN YOU RESERVE THE THOUGHT.
(“But” is like the reverse gear of your
language)
Example
We have discussed the possibility of storing
steel on the existing roof with the roofing
subcontractor. But he strongly recommends
against this, suggesting that a failure could
occur to the roof as 40 tons of steel are
involved.
Some Do’s

DO NOT USE “AND” CARELESSLY.

Break sentences at their “and” joints.
Supply MEANINGFUL TRANSITION
WORDS that prepare the busy reader
for what the new sentence has to say.
Some Do’s
 For LISTING Use:
In addition, moreover, besides, then
 For CONTRAST Use:
But, however, on the other hand
 For RESULT / Effect Use:
Thus, therefore, consequently, so
Some Do’s
 AVOID NEGATIVE WORDS AND PHRASES.
 EXAMPLES:
No; never; won’t; can’t; unfortunate; inefficient;
intolerable; failure; regret; neglect; negligence; sorry;
problem; useless; wrong; complaint
 Try stating the message in a more positive tone
 Energy Words

ENERGY WORDS PASSIVE WORDS

I thought you’d like to read the Enclosed for your perusal, please
article I’ve enclosed find
At last! I am writing to tell you about
Cost-effective Cost-efficient
Created Put together
Discover Learn about
A challenge A problem
Explore Look for
When you If you
I’m sure I hope
Energy Words

ENERGY WORDS PASSIVE WORDS

Ten days from now In the near future
At least six out of ten people Most people
I look forward to meeting you in If you would like to meet so I
person can tell you more …
Immediately As soon as possible
I’m sure We believe
 Be Simple, Do not Complicate
Before After
High-quality learning environments are a Children need good schools if they are to
necessary precondition for facilitation and learn properly.
enhancement of the ongoing learning
process.

Before After

If there are any points on which you require If you have any questions, please ring.
explanation or further particulars we shall
be glad to furnish such additional details as
may be required by telephone.
 Be Simple, Do not Complicate
Before
It is important that you shall read the notes, advice and
information detailed opposite then complete the form
overleaf (all sections) prior to immediate return to the
Council by way of the envelope provided.
Before
Your enquiry about the use of the entrance area at the
library for the purpose of displaying posters and
leaflets about Welfare and Supplementary Benefit
rights, gives right to the question of the provenance
and authoritativeness of the material to be displayed.
Posters and leaflets issues by the Central Office of
Information, the Department pf Health and Social
Security and other authoritative bodies are usually
displayed in libraries, but items of a disputatious or
polemic kind, whilst not necessarily excluded, are
considered individually.
After
Please read the notes opposite before you
fill in the form. Then send it back to us as
soon as possible in the envelope provided.
After
Thank you for your letter asking permission
to put up posters in the entrance area of
the library. Before we can give you an
answer, we will need to see a copy of the
posters to make sure they won’t offend
anyone.
 Changing Directions
 Having said that, you’ll also want to consider …
 But that’s still only the beginning…
 However, you may be wondering…
 Yes, price is one advantage, but there are more…
 Look at it another way…
 Quite rightly, you may want to know about our services too…
 There are other benefits as well, such as….
 You may be equally delighted to know that…
 On the other hand…
 Just as important…
 In addition to…
 Besides …
 While price is important, so is the service you’ll get…
 And of course you’ll want to know about the three ways you can pay…
Visual Arrangements
 Paragraphs: Indenting vs. Blocking
 Breaking up the print: Consider
 Indentation of lists
 Bulleting of points
 Bold some words
 Underlining
Visual Arrangements
 Consider Font Style and Size
 Must be appealing to the eye / readable
 Must convey appropriate “tone”
 Generally speaking, no smaller than 12pt
font
Common Types of Letters
 Complimentary Letter
 Problem Letter
 Good News Letter
 Bad News Letter
 Persuasive / Sales Letter
Complimentary Letter

 Specifically state the event.

 State your feelings about event.
 State the effect the event has on your
organization / profession etc.
Problem Letters
 State the facts positively.
 State the problem specifically.
 State what you would like done.
 End cordially.
Good News Letters

 State the good news

 Explain the background of the good
news.
 End on a positive public relations note.
Bad News Letters
 Begin with good will.
 State what you cannot do in a positive
way. Offer alternatives.
 State what you can do.
 State what the reader needs to do.
 Close on a positive public relations note.
 Persuasive / Sales Letter
 Get attention of reader by stating dramatic
information or by appealing to reader’s pride.
 Give the features of your product / idea.
 State the benefits.
 Urge reader action.