HOW TO TALK TO

ANYONE ABOUT
ANYTHING
EMail, BUSIness
lEtter and Memo
Lecture 4
You have only one chance to
make a positive first
impression
Short Written communication
■ Email
■ Business letters: written for a number of reasons:
▪ to inform
▪ to request
▪ to persuade

■ Memorandum: a standard format for written communication

within an organisation
EMAIL
Professional Email

No: cogaibebong@gmail.com Yes: sontungmtp@gmail.com

hotboyhandsomeboy @gmail.com
EMAIL

1. Part of an email
2. Review
3. Examples
Common Email mistakes
Parts
of an
email

This white box is the message box. Where

you can type your letter
 Confidentiality
To: the person the email is for
Cc: any other people who
would benefit from the email
Bcc: same as Cc, only no one
can see this address
Subject line:

- Informative, direct, main

issue
What the email is about
- Short
- Sentence case

When replying, change the

subject line when the topic
changes
 1. Salutation:
Always open your email with a greeting.
For formal or business e-mails, use the
surname, not the first name:
Dear Ms.,Pham
Dear Sir,
If you’re contacting a company, not an
individual, you may write
To Whom It May Concern,
2.Opening Sentence:

Begin with a line of thanks. For example, if someone asked a

question, you can begin with:
Thank you for contacting ABC Company
Thank you for your email
If someone replied to your email, you can begin with:
Thank you for your prompt reply.

State your purpose in the opening sentence.

I am writing with regard to our recent purchase
I am writing in reference to …
I am writing to enquire about …
3.The body
Be brief but polite. Tell them exactly what you want, in as short an email
as possible.
If your message runs longer than two or three short paragraphs, reduce
the message or provide an attachment.
Remember to say "please" and "thank you." And mean it.
Write about one thing
If you write about multiple things, with multiple requests, it is likely that:
○ your email won’t be read or acted on
○ the receiver will only do one of those things
Stick to one subject, with one request. Once that’s done, you can send a
second one
Use ‘If … then’ statement
To avoid back-and-forth exchange, and save time, anticipate
the possible responses.

Give a desired action for each possible response.

Eg: instead of asking if they’ve received a response, waiting
for a reply, and then replying to that reply, try and do it all in
one email:
Did you receive a response from Mr.Thu? If so, please email
the report to me by Tuesday. If not, please follow up and let
me know the response today.
Keep it professional

Don’t use jokes, emotions, or emoticons.

Don't use abbreviations or acronyms such as PLZ,
ASAP (as soon as possible)
Avoid multiple font , multi-colored font
It is considered very rude to use CAPITAL LETTERS
LIKE THIS BECAUSE IT MEANS THAT YOU ARE
SHOUTING.
4.Closing sentence
The Closing remarks
Before you end your email:
Thank you for your patience and cooperation.
Thank you for your consideration.
Include an accurate follow-up statement:
I will send you additional information.
I look forward to receiving your input.
If you have questions or concerns, do let me know.
I look forward to hearing from you.
If a response is required, specify what, when.
Please reply with confirmation that you've received this email
The Closing
Use a professional
closing:
Best regards,
Sincerely,
Thank you,
For more casual emails:
Best wishes,
Cheers,
For more formal emails:
Yours Sincerely,
Yours Faithfully,
Email signature
A professional signature makes it easy to contact you.
Your email account can automatically add these data to
the bottom of the email:
full professional name
job title
business phone/fax numbers
business street address
business website, if any
a legal disclaimer if required by your company.
Depending on policy, you may also want to include a link
to the company's website or social media pages.
Hang Thanh Pham (Ms.)

Management Lecturer
Faculty of Management and Tourism
Hanoi University
Add: Km9, Nguyen Trai St, Thanh Xuan District, Hanoi, Vietnam
Email: hangptfmt@hanu.edu.vn
Attachments
If there are any attachments,
mention them in the email so
that the receiver knows to look
for and open the files.
Appropriately name the
attachments so that the
receiver knows what each
document is just by reading the
file name.
 Review
CLARITY: Once you’ve written an email, take a few seconds
to read over it before pressing the Send button. Read it as if
you were an outsider — how clear is it?
AMBIGUITY: Are there any ambiguous statements that
could be interpreted the wrong way? If so, clarify.
LENGTH: As you review, see if you can shorten the email,
remove words or sentences or even paragraphs.
 Check, and then check again
Before you hit the send button
Edit and proofread. You may think you're too
busy to do the small stuff, but your reader may
think you're careless, unqualified, or
unprofessional.
Review and spell-check your email one more
time to make sure it's truly perfect.
Review, Check ,
Review
 Finally
Reply promptly to serious messages.
If you need more than 24 hours to collect information
or make a decision, send a brief note to explain the
delay.
Some replies are delayed by electronic transmission.
Explain the delay.
Some messages arrive at the end of the last working
day of the week. Check emails just before you leave.
 Know more at
Basic Explanations http:\\www.englishtown.com/community/channels/article.aspx?articleName=184-email
or www.ehow.com/how_4995393_end-email-professionally.html
Good Explanations http:\\grammar.about.com/od/developingessays/a/profemails.htm;
home.comcast.net/~leparcell/email.html
Practical Explanations http:\\www.lifehack.org/articles/communication/do-your-emails-
suck-how-to-write-emails-that-get-results.html
Excellent Explanations (Detailed) http:\\thinksimplenow.com/productivity/15-tips-for-
writing-effective-email/
Excellent Explanations (With Examples) http:\\jerz.setonhill.edu/writing/e-text/email/
Concise Explanations 1 http:\\www.ehow.com/how_4679819_write-professional-
email.html
Concise Explanations 2 http:\\www.ehow.com/how_2159648_write-professional- emails.html
Practical Explanations http:\\rarepattern.com/nodes/2008/01/email-etiquette-best-
practices-things-avoid
Not Required But Helpful http:\\www.techrepublic.com/article/10-e-mail-best-practices-
to-share-with-your-users/6161848
 You might like these
8 E-mail Mistakes that Make You Look Bad http:\\www.lifehack.org/articles/lifehack/8-e-
mail-mistakes-that-make-you-look-bad.html
How to Know If Your Email Has Been Read http:\\www.ehow.com/how_5775094_email- read.html
Why Emails Should be Short Instead of Nice http:\\gigaom.com/collaboration/why-emails-
should-be-short-instead-of-nice/
7 Rules for Communicating Clearly and Concisely http:\\gigaom.com/collaboration/7-rules-
for-communicating-clearly-and-concisely-in-email/
Two More Killer Tips for Effective E-mail http:\\blogs.bnet.com/businesstips/?p=4686
Don't Annoy Your Boss and Co-Workers with E-mail Gaffes
http:\\blogs.bnet.com/businesstips/?p=4262
Write More Efficient E-mails to Save Time and Frustration
http:\\blogs.bnet.com/businesstips/?p=3204
Don't Bring Down Your Mail Server with Reply All
http:\\blogs.bnet.com/businesstips/?p=4283
If you want to know more: CC, BCC, virus, spam, and phishing
http:\\www.techrepublic.com/article/10-e-mail-best-practices-to-share-with-your-users/6161848
Letter
Format
Letter

Standard parts of a letter:

1. Heading
2. Date
3. Inside address
4. Salutation
5. Body
6. Complimentary Close
7. Signature Block
Function of Key parts

1. Heading - letterhead or return address

Letterhead - name of the organisation, complete 1 line blank
mailing address, phone number, fax number ,slogan
or logo June 9, 202-

2. Date - month, day and year the letter is written. 9 June 202-
 3. Inside address - receiver’s title (Ms., Ms., Miss, Mr.,Dr, pr other title),
receiver’s name, receiver’s professional title, department name, company
name, receiver’s address
Ms. Hang Pham
Faculty of Management and Tourism
Hanoi University
Km9 Nguyen Trai,Nam Tu Liem
Hanoi

4. Salutation - the writer’s greeting to the reader

follow the style if the first line of the inside address Check the
Person name Dear Mr/Ms (name) name
Position title Dear Director carefully!!!!!
Plural Ladies and Gentleman
Unknown Dear Voters,/ To whom it may concern
 5. Body - your message
- Single - spaced
- One blank line before and after salutation, between
paragraph

6. Complimentary Close
- Second line below the body of the letter
- matches the salutation in style

7. Signature Block - writer’s signed name, keyed name, and title (Ms.) Hang Pham
Management Lecturer
 Additional letter parts
1. Addressee notation
2. Attention line
3. Subject line
4. Second-page heading
5. Company name
6. Reference initials
7. Enclosure notation
8. Copy notation
9. Mailing notation
10. Postscript
 BODY
Parts and their purposes
■ Beginning – this section has two purposes: to
open courteously and catch the reader’s
attention, so they will want to read further
■ Middle or body – contains content appropriate
to the purpose of the letter
■ Ending – this section has two purposes: to
indicate future action, and to close courteously
Writing style
■ The writing style suited to the body of a business
letter uses plain English
■ Plain English is a readable writing style that uses:
▪ the ‘you’ approach

▪ positive language

▪ clear expression

▪ an assertive, courteous tone

■ This writing style is easily understood so the

letter can achieve the intended response from
the reader
3 step writing process
WRITING MISTAKES YOU SHOULD Avoid
■Obscure, unfamiliar words and jargon
■Lengthy sentences and very long paragraphs
■Lengthy phrases or sentences
■An order of information unsuited to the letter’s purpose
■Negative, pessimistic comment
■New ideas in the closing paragraph
■A closing that omits the actions or desired results
■A poor and untidy format
Rules for effective Writing style
■ Use plain English
■ Strive for clarity and readability
■ Use positive, courteous language
■ Use active voice, to create a direct style
■ Use the ‘you’ approach to writing
■ Use short sentences (15-20 words)
■ Use punctuation appropriately
■ Use average sized paragraphs (about six lines for a business
letter)
■
Types of layout
■ The effect of any letter is improved by the choice of a
suitable and correct layout
■ The parts of a letter can be arranged in different ways
■ There are two main types of layout:
▪ full block layout
▪ modified block layout
■ The parts and content are arranged in these layouts to
create a positive first impression
 Full block layout
■ Full block layout places each part of the letter against the
left-hand margin of the page
■ This includes sender’s address, date, inside address, and
salutation
■ Each paragraph is started against the left margin, as are
the complimentary close and signature block
■ This type of layout is an attractive and modern layout that
is easy to read
Example of a letter in full block layout
Modified block layout
■ Modified block layout centres the sender’s address, or
blocks it to the right-hand margin, with the date beneath
or blocked to the right
■ The complimentary close and signature block at the end
are lined up with these
■ The inside address and salutation are placed against the
left-hand margin, as is each paragraph
■ This is a more conservative style of layout
Example of a letter in modified block layout
Punctuation styles
■ There are two types of punctuation styles for business
letters:
▪ open style
▪ mixed style
■ Open style – omits punctuation throughout each part of
the letter except the body
■ Mixed style – a comma is placed after the salutation and
after the complimentary close
MEMO
Memo
■ A memo (memorandum): used for
internal business communication
■ Normally less formal and shorter
than letters
■ Used to communicate downward,
upward, horizontally or diagonally.
■ Can be used in the format of email.
■ The parts of a memo parallel those of a
business letter
■ However they are fewer and simpler,
dispensing with some of the courtesies of a
letter
■ The body of a memo contains a clearly
structured message, which is often written in
short, numbered paragraphs
■ Plain English is the preferred writing style
Advantages of a memo
Being a written communication, a memo has four
advantages over the spoken word:
▪ It reaches a large number of people at the same time

▪ It provides a written record to refer to at any time, or to

place on file
▪ It allows detailed or difficult information to be logically
and accurately conveyed
▪ It can indicate, through the use of a company
letterhead, that the information it contains is to be
recognised as official
Six types of memos
▪ Instruction memo – provides receiver with information
needed to carry out directions
▪ Request memo – asks receiver to provide information or
take certain action, and report back to the sender
▪ Announcement memo – provides information for all
people in a group or organisation
▪ Transmittal memo – is a cover note for a more formal,
lengthy message
▪ Authorisation memo – gives the receiver permission or
authority to take action
▪ Confirmation memo – confirms what has been agreed
between a sender and receiver
Example of an instruction memo
 Any
QUestions?