ESSENTIALS OF
BUSINESS
COMMUNICATION
7th Canadian Edition Mary Ellen Guffey
Richard Almonte
Chapter 5
Letters
Copyright © 2013 by Nelson Education Ltd
Learning Objectives
1. Explain why business letters are important in delivering
positive messages outside an organization.
2. Write letters that request information and action.
3. Write letters that make claims.
4. Write letters that reply to requests.
5. Write letters that reply to claims.
6. Write letters of recommendation.
7. Write goodwill messages.
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Understanding the Power of Business
Letters
They produce a permanent record.
They can be confidential.
They convey formality and sensitivity.
They deliver persuasive, well-considered
messages.
Copyright © 2013 by Nelson Education Ltd
Writing Information and Action Requests
Writing Plan:
Opening (ask the most important question
first or express a polite command)
Body (explain the request logically and
courteously; ask other questions if
necessary)
Closing (request a specific action with an
end date, if appropriate, and show
appreciation)
Copyright © 2013 by Nelson Education Ltd
Writing Information and Action Requests
Opening directly
Put the most significant statement first
(question or polite command).
Ask the most important question first when
asking several questions.
Feel free to soften commands by posing
them as questions (example: “Will you
please answer the following…”).
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Writing Information and Action Requests
Details in the body
Provide necessary details that are easy to
read.
Employ graphic highlighting (bullet points).
Closing with an action request
Ask for a specific action.
Set a date if appropriate.
Express appreciation.
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Writing Information and Action Requests
Copyright © 2013 by Nelson Education Ltd
Writing Claims
Claims are written when a customer wants
to identify or correct a wrong in business.
Writing Plan:
Opening (describe clearly the desired action)
Body (explain the nature of the claim and
how the claim is justified, and provide details
regarding the action requested)
Closing (end pleasantly with a goodwill
statement and include an end date if
appropriate)
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Writing Claims
Opening with action
State the problem and desired action.
State the remedy immediately if it is
obvious.
Request an explanation if the remedy is
less obvious.
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Writing Claims
Explaining in the body
Explain the problem and justify the request.
State the facts without placing blame.
Include copies of necessary documents
(receipts, invoices, etc.).
Closing pleasantly
End with a courteous statement.
Act promptly.
Copyright © 2013 by Nelson Education Ltd
Writing Claims
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Replying to Requests
Writing Plan:
Subject line (identify previous
correspondence)
Opening (deliver the most important
information first)
Body (arrange information logically, explain
and clarify it, provide additional information
if appropriate, and build goodwill)
Closing (end pleasantly)
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Replying to Requests
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Replying to Claims
Goals:
To rectify the wrong, if one exists
To regain the confidence of the customer
To promote future business and goodwill
Copyright © 2013 by Nelson Education Ltd
Replying to Claims
Writing Plan:
Subject line (optional; identify the previous
correspondence)
Opening (grant request or announce the adjustment
immediately; include resale or sales promotion if
appropriate)
Body (provide details about how you are complying
with the request; try to regain the customer’s
confidence and include resale or sales promotion if
appropriate)
Closing (end positively with a forward-looking
thought; express confidence in future business
relations; avoid referring to unpleasantness)
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Replying to Claims
Revealing good news in the opening
Present good news immediately.
Avoid reluctant responses that may upset
the reader.
Explaining compliance in the body
Provide details about how you will grant the
claim.
Restore customer’s faith in the company.
Avoid negative words (trouble, regret, fail,
etc.).
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Replying to Claims
Deciding whether to apologize
Apologize if the company is at fault.
Try not to admit to negligence.
Showing confidence in the closing
End with reassurance that the problem has
been resolved.
Example: “You were most helpful in telling
us about this situation and giving us an
opportunity to correct it. We sincerely
appreciate your cooperation.”
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Replying to Claims
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Writing Letters of
Recommendation
Written to nominate people for awards or to
evaluate former employees
Writing Plan:
Opening (identify the applicant, the position, and the
reason for writing; establish your relationship with the
applicant; describe the length of employment or
relationship)
Body (describe job duties; provide specific examples of
the applicant’s professional and personal skills and
attributes)
Closing (summarize the significant attributes of the
applicant; draw a conclusion regarding the
recommendation)
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Writing Letters of
Recommendation
Identifying the purpose in the opening
Example: “I’m very pleased to nominate
Robert Walsh for the Employee-of-the-
Month award. For the past 16 months, Mr.
Walsh served as staff accountant in my
division. During that time he distinguished
himself by…”
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Writing Letters of
Recommendation
Describing performance in the body
Mention traits such as communication
skills, organizational skills, etc.
Provide specific examples.
Evaluating in the conclusion
Summarize the candidate’s best qualities.
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Writing Letters of
Recommendation
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Writing Goodwill Messages
Include thanks, recognition, and
sympathy.
Messages should be:
Selfless (use “you” view)
Specific
Sincere
Spontaneous
Short
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Writing Goodwill Messages
Letters of Thanks
Show appreciation for a gesture
Open directly with purpose.
Use receiver’s name, contractions, and
positive words.
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Writing Goodwill Messages
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Writing Goodwill Messages
Letters of Sympathy
Written to offer condolences; can be
difficult
Refer to the death or misfortune
sensitively.
In the case of a death, praise the deceased
in a personal way.
Offer assistance without going into
excessive detail.
End on a reassuring, forward-looking note.
Copyright © 2013 by Nelson Education Ltd