WRITING FOR POSITIVE

EFFECT
W E E K - 4
 C O N V E R S AT I O N A
L STYLE
Conversational language is warm, natural, and personable. Such
language leaves an impression that people like, and it is also the
language that is most easily understood. For both reasons, it is
courteous to use it
Stiff and Dull Conversational

1. Reference is made to your May 7 email, 1. Please refer to your May 7 email in

in which you describe the approved which you tell how to file a claim.

procedure for initiating a claim.

2. Enclosed herewith is the brochure about 2. Enclosed is the brochure you requested.

which you made inquiry.

 CUTTING OUT
" R U B B E R S TA M P S "
Rubber stamps (also called clichés) are expressions used by habit every time a certain type of situation occurs. They are
used without thought and are not adapted to the specific situation. As the term indicates, they are used much as you
would use a rubber stamp.

Because they are used routinely, rubber stamps communicate the effect of routine

treatment, which is not likely to impress readers favorably.. Such treatment tells readers

that the writer has no special concern for them—that the present case is being handled

in the same way as others. In contrast, words specially selected for this case show the

writer's concern for and interest in the readers.

Examples of rubber stamps in this category are the following:

q Please be advised

q I am happy to be able to answer your message.

q I have received your message.

q This will acknowledge receipt of.

q Enclosed please find...

q This Is to inform you that

q In accordance with your instruction

q Thank you in advance for...

YO U V I E W- P O I N T
• You-viewpoint writing emphasizes the reader's perspective.

• Yes, it ëmphasies you and your and dc-emphasizes we and our

but it is more than a matter of just using second-person
pronouns. You and your can appear prominently in sentences
that emphasize the we-viewpoint,
We Viewpoint
We are happy to have your
order for
HewleU-Packaid products,
which we are
sending today by UPS.
We have received your report
of May 1.
We require that you sign the
sales slip before we will charge
your account
You viewpoint
Your selection of Hewlett-
Packard products were shipped
by LIPS today and should reach
you by Saturday.
Thank you for your report of
May 1.
For your protection, you are
charged only after you have
signed the sales slip
C O U RT E S Y
By courtesy we mean treating people with respect and
consideration.

Courtesy produces friendly relations between people, and the

result is a better human climate for solving business problems and
doing business.

Tailoring Your Message to Your Reader

Refraining from Preaching
Doing More Than Is Expected
Avoiding Anger
Being Sincere
BUSINESS
LETTER
• Routine inquiries:

Dear [Company Name],

My name is [John Smith] and I am contacting you on behalf [company name] to inquire about [some
product or service].

We are a global manufacturer of [cutting machines] and would be very interested in exploring ways to
incorporate your products in our production process.

I am particularly interested in [specific product]. I visited your website but I was unable to find enough
information. I would appreciate if you could share with me the below details:

1) Pricing
2) Average delivery time
3) Return policy
4) Etc.

Looking forward to your reply.

Best Regards
FA V O U R A B L E
RESPONSE
LETTER
Jackson Brothers
3487 23rd Street
New York, NY 12009
Kenneth Beare
Administrative Director
English Learners Company
2520 Visita Avenue
Olympia, WA 98501
September 12, 2000

Dear Mr. Beare

Thank you for your inquiry of 12 September asking for the latest edition of our catalog.
We are pleased to enclose our latest brochure. We would also like to inform you that it is possible to make
purchases online at jacksonbros.com.
We look forward to welcoming you as our customer.
Yours sincerely

(Signature)
Dennis Jackson
Marketing Director
Jackson Brothers
Important Language to Remember

• The Start: Dear Mr, Ms (Mrs, Miss—it's very important to use Ms for women unless asked to use Mrs or Miss)
• Thanking the Potential Customer for His/Her Interest: Thank you for your letter of... inquiring (asking for
information) about...We would like to thank you for your letter of... inquiring (asking for information) about...
• Providing Requested Materials: We are pleased to enclose...
Enclosed you will find...We enclose...
• Providing Additional Information: We would also like to inform you...
Regarding your question about...In answer to your question (inquiry) about...
• Closing a Letter Hoping for Future Business: We look forward to... hearing from you / receiving your order /
welcoming you as our client (customer).
• Signature: Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you are
writing and 'Yours sincerely' when you do.