Thursday, February 17, 2011

Chapter 17 - Workplace Letters

Elements of Usable Letters

  • Standard Parts of a Letter
    • Heading and Date
    • Inside Address
    • Salutation
    • Body Text
    • Complimenting Closing
    • Signature
  • Specialized Parts of a Letter
    • Attention Line
    • Subject Line
    • Typist's Initials
    • Enclosure Notation
    • Distribution Notation
    • Postscript
  • Design Features
    • Letter Format
    • Word-Processing Templates
    • Quality Stationery
    • Uniform Margins and Spacing
    • Headers for Subsequent Pages
    • The Envelope



Interpersonal Consideration in Workplace Letters

  • Focus On Your Recipient's Interests" The "You" Perspective
  • Use Plain English
  • Focus on the Human Connection
  • Anticipate the Recipient's Reaction
  • Decide on a Direct or Indirect Organizing Pattern



Conveying Bad or Unwelcome News

  • Guidelines for Conveying Bad News
    • Don't procrastinate
    • Never just blurt it out
    • Give a clear and honest explanation
    • When you need to apologize, do so immediately
    • Use the passive voice to avoid accusations but not to dodge responsibility
    • Do not use "you" to blame the reader
    • Keep it personal
    • Consider the format
    • Consider the medium



Inquiry Letters

  • Guidelines for Writing an Inquiry
    • Don't wait until the last minute
    • Whenever possible, write to a specific, named person
    • Do your homework beforehand, so you can ask the right questions
    • Keep the introduction short and straight to the point
    • In the body (or discussion) section, write specific questions that are easy to understand and answer
    • Conclude by explaining briefly how you plan on using the information, and, if possible, how your respondent might benefit
    • Don't forget the stamped, return-addressed envelope
  • Choose Your Medium
  • Telephone and Email Inquiries



Claim Letters

  • Routine Claims
  • Guidelines for Routine Claim Letters
    • Use a direct organization plan
    • Make your tone polite and reasonable
    • Explain the problem in enough detail to clarify the basis for your claim
    • Conclude by expressing good will and confidence in the company's integrity
  • Arguable Claims
  • Guidelines for Arguable Claim Letters
    • Use and indirect organization pattern
    • Once you've established agreement, explain and support your claim
    • Conclude by requesting a "specific action" (a credit to your account, a replacement, a rebate)



Adjustment Letters

  • Granting Adjustments
  • Guidelines for Granting Adjustments
    • Begin with the good news
    • Explain what went wrong and how the problem will be corrected
    • Never blame employees as scapegoats
    • Do not promise the problem will never recur
    • End on a positive note
  • Refusing Adjustments
  • Guidelines for Refusing Adjustments
    • Use an indirect organizational plan
    • Be sure the refusal in unambiguous
    • Avoid a patronizing or accusing tone
    • Close courteously and positively




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