University of Foreign Languages and Internationa Studies DIVISION OF ENGLISH FOR SPECIAL . Chapter 6 PURPOSES Positive Messages Student's name: .)gtiyen, tang Gia..Rae Date of birth: [8 1031.9 = Letters 5 . Titt.and.. tet. message * Blogs Outcome 2: Reasons why business letters are important * Are still the preferred channel for... certain situations = Goto.. .. * Encourage ...Pfoduct. feed] * Project a favourable image of the organization =. leomete, future business " Provide a ..pecmanent...... record * Are ..confidentul,.. and formal "Accompany ... contmacds..... ae agencies, vendors, and customers Explain terms Share ideas Nequtiat, . agreements Answer vendor ....qu¢stiaas... Maintain . customers... relations vet requests Outcome 3: Writing plan for 3.1. OPENING 5 * Ask the most important question ....:fteit... command =... Avoid, 3.2. BODY = Explain the request .. Ao giaillyc...... and courteously. + Thewize, ths. appaptiat. S vdeinia numbered or bulleted form. * Use open-ended questions (What steps are necessary.) instead of -4WS.0Nb,....... questions (Will she complete her contractual obligatio * Suggest reader .. havc, 33. CLOSING . oF express a polite .. long explanations preceding the main idea. .» if possible Scanned with CamScanner* State specifically, and courteously, what ..A4ti0/t........... to be taken. * Mention an ......4nd.. ‘aate if necessary. Provide logical reasoning for the .... 26¢1 Make it easy for the receiver to curler tequtt a aerate an for response messages + Summarize the ..maun...infat mati from your reply * Use ..akbreviatid.... style omitting articles (a, an, the) 4.2, OPENING * Star direetly by responding tothe request wth a .suromtary, Arahwaand. ‘Deliver the information that the ..cusStsnét....... wants. * When announcing good news, do so . prompt 43. BODY information and detail * Provide ..consvderable. igs, bold or italics to add rls, Use lists, tables, re 4 iinpraie....readahilt nnn 4.4, CLOSING + Adda...coneluding remark, assistance * Avoid ...clidhéd....cdosing... don’t hesitate to call). © Be...condi and your products and your organization to customers. ., summary or offer of further ..- (Ifyou have any other questions, Qutcome §: Writing plan for a direct 5.1, OPENING * Describe clearly the ....desived. action... F = State the Comte. _.«. briefly when itis obvious (Please credit my Visa account) + Request and 'SK-E.60....., when the remedy is not obvious (Please explain your policy) [net 5.2. BODY = Explain your ft Tellwiy tis. * Provide ...detnils 53. CLOSING = End pleasantly with a .gcvdwil..atatement.. * Include and end date and ..eHion.. niques describing the desired action, .»if appropriate Jan for ad 1. SUBJECT LIN| * Identify the previous coteespondnCc... and refer to the main top 62. OPENING * Grant the request or announce the adjusinuat..... immediately Scanned with CamScanner63. nopy ot uing grudging or. feta 1 Tove duis shout how youare see. TY to regain the customer's . trust with the request. Explain how itgenty your organization wars to avoid USP Mommas... ff appropriate, but don’t admit negligence. ieee ‘words (trouble, regret, misunderstanding, fault, Avojlaming customers — even when they may be ....0 * Don't blame . individual "Avoid making untealishi situation will never recur -Apalonize, Don’t use . error) 1 departments within your argaizaion . promises you can’t guarantee that the 6.4. CLOSING * Express ..appfeciation that the customer wrote . * End positively with a forward-looking thought perhaps suggesting future business relations. * Avoid referring to fesS8... by mentioning again what went wrong Outcome 7: The Five Ss of Goodwill Messages Draw a mindmap to describe the relationship among the 5 Ss Messages 25 Selfess, Discuss he receiver, ct Ahe sender 4) Suite: Trshead of genarie: statements , include cpecia details DSnegre Show your ones Ealing woth, conven ational tngtetantins Zarguage 4) Sportanteus « Sire do ovale He missage natural, fray ond direct Aveid canngd hrases eelwill messages 7D Short: Absheugh be ag fang as needed , rst ge = ‘ant i Scanned with CamScanner