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Class 4 Notes

The document provides guidance on writing effective requests, responses, and other business correspondence. Some key points covered include putting the main idea first in a request, being direct yet courteous, answering questions in the order they are asked in a response, and thanking readers and acknowledging achievements in letters. Visual elements like headings and graphics are also addressed.

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Nicolas El-Dick
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102 views9 pages

Class 4 Notes

The document provides guidance on writing effective requests, responses, and other business correspondence. Some key points covered include putting the main idea first in a request, being direct yet courteous, answering questions in the order they are asked in a response, and thanking readers and acknowledging achievements in letters. Visual elements like headings and graphics are also addressed.

Uploaded by

Nicolas El-Dick
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Chapter 7

Requests
 Put the main idea first
 Give a reason for the request or state its benefit introduce multiple requests or
questions with a summary statement
 Anticipate required details
 Strike a tone that is right for your reader
 Keep minor points to a minimum
 Use a layout that focuses attention on your request
 Close in a courteous and efficient way

“information request (or inquiry): A message that asks for or seeks information.
action request: A message that asks a recipient to do (or avoid doing) something.”
Order request

Claim Letters
 Whenever we want to claim something back/make a request (a product or a service)
o Refund
o Replacement
o Correction
o Apology
 Use a direct approach

Responses
 Determine if you are the right person to respond
 Reply as soon as possible
 Begin with good news or most important information
 Provide useful information
 Follow company guidelines
 Close affectively
 Be direct
 Open with a summary statement to introduce answers to specific questions
 Answer questions in order they were asked
 List headings, bulleted or numbered lists, or other highlighting techniques for readability
 Include a goodwill closing

Personalized form letters:


 Delivers routine information
 Easily personalized with word processing software
 Saves time and money

Order Acknowledgements:
 Start directly
 Build confidence in the order
 Close pleasantly

Goodwill Messages
 Personal
 Prompt
 Spontaneous, short and sincere
Expresses care, thought and sincerity

Thank-You Letters
 Thank the reader for their contribution
 Include a few details
o State plainly what the favour means to you
 Close warmly

Letter of Congratulations
 Be genuine, not patronizing
 Reflect on the achievement
 Share the reader’s happiness
Letter of Sympathy
 Write it by hand
 Keep it short
 Send it as soon as possible
 Opening
o Acknowledge the loss
 Middle
o Recall the deceased’s positive qualities
 Closing
o Offer assistance

Announcements
 Place important news first
 Clarify details and answer questions
 Explain reader benefits

Letters Setup
 Cover or Transmittal
o Identify what you are sending attached documents
o Summarize / describe the documents and the relevance
o Point out important details
o Help or tell the reader next steps
 Instructional letters/memos
o Clear and accurate
o Precise
o Complete
o User friendly
o Action-oriented
 Letter balance and placements
o Centred vertically and horizontally on the page
o one or one and a half inch margins
o ragged right margins don't justify
o accurately typed
o standardized formats
o well proportioned
o balanced on the page
 Letter styles and layouts
o Full block
 All parts are aligned at left margin
o Modified block
 Return address, date…
o Simplified
 Left alignment, but no complimentary close
 Letter elements
Addressing Envelopes

Sender’s full name STAMP


Sender’s address
Sender’s City, Province/State + Zip Code
Sender’s Country

We only put this line if it’s


an international letter

We only put this line if it’s


an international letter

 Separate the first and last 3 elements of the postal code with a space. Don’t use
hyphens.
 Put 1 space between the city and province.
 Put 2 spaces between the province and the postal code.
Chapter 11
Report Writting
Ex: Busines report
 Stay informed
 Review opinions
 Plan
 Coordinate
 Make decisions

Factors (for successful reports)


 Content
o Don’t shift away from the main points
o Don’t be biased with the data presented
o Organize the report logically
 Clarity
o Keep it simple
 Skimmability
o Pleasant visually and clear
o Able to scan the entire report quickly and clearly

Informal vs Formal Reports


Short Reports
 Purpose
o Informational
o Analytical/Recommendation
 Formats & Distribution
o Memorandum
o Prepared form
o Letter
o PowerPoint
o Formal

Direct vs Indirect Approach


 Direct Approach
o Informational and analytical reports
o Routine, non-sensitive information
o Readers don't need persuading
 Indirect Approach
o Analytical reports
o Expect reader resistance or displeasure
o Reader needs persuading and/or educating
o Builds gradual acceptance

Personal vs Impersonal Tone


 Personal Tone
o Familiar with the reader
 Family
 Friends
 Impersonal Tone
o Not familiar with the reader
 Stranger
 Manager
Headings
 Types
o Functional
 Short (one phrase) and clear (main points)
 Gives a general idea of the report
o Descriptive
 Describes the content of the report
 Provides lots of information (more than the other types)
o Combination
 Mix of Functional and Descriptive
 Tips
o All functional or all descriptive
o Short and clear
o Parallel construction
o Clearly ranked levels of headings
o Only where needed
o Not at the bottom of page
o No quotation marks
o Don't use as antecedent

Writing process
 Planning
o Scope
o Resources
o Responsibilities
 Researching/analyzing information
o Current, valid reliable, and accurate
o Evaluate, analyze and tabulate data
o Record and cite sources
 Composing & Revising
o Create outline
o complete multiple drafts/revisions
o take a break before proofreading
o show changes to contributors for approval
Elements of Informal Reports
 Introduction
 Findings
 Summary/conclusion/recommendations

Graphics and Visuals


 Tables
 Matrixes
 Pie charts
 Bar charts
 Picture Graphs
 Line graphs
 Gantt charts
 Flow charts
 Organizational charts

Periodic Reports vs Situational Reports


 Periodic Reports
o Written regularly
o Ongoing activities
 Situational Reports
o Case-by-case
o Non-routine

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