TOPIC 6 BUSINESS WRITING 2

-business correspondence, including letters of application, letters of

enquiry, letters of complaint

6.1 WRITING BUSINESS LETTERS

-objectives in mind and expresses these clearly
-the information is usually well organised
-the writer alwayst tries to meet the needs of the recipient
The seven steps for writing good business documents
6.2 TYPES OF BUSINESS
Three categories
“Good news” letters
 “Neutral” letters
 “Bad news” letters

“good news” and “neutral” letters -giving or asking for

information
Objectives

•-Make an inquiry;
• -Forward a request;
• -Reply to an inquiry/request;
• -Acknowledge receipt of letter;
• -Introduce self and organisation;
• -Inform about organisation’s services and activities;
• -Grant a loan or extend credit;
• -Confirm success at an interview; and
• Make a special offer for valued customers

•(refer to Activity 6.1 p.99)

6.2.1 “Good News” and “Neutral” Business Letters

-The ordering of information is important-to the arrangement of

ideas and paragraphs
-it affects the flow of thoughts of the reader and has an impact on
how the reader reacts to the letter

Order: of contents
-Identify the purpose of the letter in the subject line or opening
paragraph
 
-Place the good news in the opening paragraph;
 
-State the details that support the good news in the middle
paragraphs; and
 
-Close with a statement of goodwill.
( Refer to ACTIVITY 6.2 pp.100-101)
Good news letters (p.101)
a.Letter of Inquiry
-To ask for information concerning a product or service

Sequence
-The start – Dear Sir/Madam/ to Whom It May Concern

Giving Reference
-With reference to your advertisement in ……….

Requesting a catalogue, brochure, etc

-Referring to your advertisement, would(could) you please send me …..

Requesting further information

-I would also like ti know …….

Signature
- Yours faithfully / Yours sincerely
b. Letter for placing orders
-When you are certain about the items or service you require
- use good new letter format
-( sample letter on p.102)
- Refer to the use of phrases

c. Letter of Reply to an enquiry

-Choice of opening or closing lines depends on purpose of the enquiry
( refer to p.103 for suitable opening lines)
( Try Activity 6.3, 6.4 pp.104-105)

d. Letter promoting New Product/ Special offers

-Influence readers – to buy a product, pay
- interest of reader must be aroused – motivated to buy
-AIDA format – attention, interest, desire, action
( refer to AIDA strategy on p.106)
( Try Activity 6.5, p.106 and Activity 6.6 p.107)
e. Letter of application for a job
(Sample letter on p.109)
( Activity 6.7, 6.8 p.110)

Bad News letters

-difficult because it conveys bad news to the reader but wish to
retain his/ her goodwill

-Refuse credit;
 
-Refuse a request;
 
-Decline an invitation to speak at a function;
 
-Notify an unsuccessful job applicant; and
 
-Explain inability to fulfill an order.
Order of information
•Open with a courteous opening;
•Explain the situation fully;
•State the bad news; and
•Close with a positive paragraph
( Activity 6.9 p.111)

Types of Bad News Letters

a.Letter of complaint
9 Sample letter on p.112)
( Activity 6.10 p.113, Activity 6.11 p.114)

b. Reply to a letter of Complaint

( sample letter on p.115)
9 Activity 6.12 p. 116)
6.3 WRITING RESUMES

A resume is a summary or inventory of your

qualifications and experience
Include :-
- Education
- Training and skills
 - Experience
 -Achievements
Your resume
-should not include personal information such as your
marital status, your date of birth, etc.
Help employers
Become familiar with a potential employee's work
experience and education prior to the interview;
 
-a reminder, after an interview, of an employee's
assets
 
- Screen out unqualified applicants in a highly
competitive marketplace.
-must stand  out above the rest and provide your
prospective employer with a good picture  of your
abilities

( Try Activity 6.13 p.117, Activity 6.14 p.118, 6.15

pp.119-120)
DAVID KHOO's Resume p.119.doc
Summary
-seven steps to writing effective business letters – decide on purpose,
determine what to say, note down the main ideas, order the main
ideas, write the first draft, read and edit, and rewrite
-Good news” or “neutral” letters
-Ordering information or arranging ideas and paragraphs is an
important
-Persuasive letters are based on AIDA formula – Attention, Interest,
Desire and Action
-Bad news” letters start with a courteous opening line, explain the
situation, give the bad news and then close with a positive closing
paragraph
-Applying for a job - download/ submit an application form, arrange for
an interview or send in a resume
-A resume should contain information about your educational
background, qualifications and work experience; and give details of
referees and contact information