Unit 4

Writing routine and goodwill messages

(chapter 6)

Writing routine and goodwill messages (09-10/02)

1. Using the direct pattern

Direct pattern
(p. __56 - 57__)

Indirect pattern
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2. Follow the direct pattern to write a 3-part message

opening: p______ of writing / reference to
the previous contact

Step 5: compose the message

main body: background information,

d__________ of ideas

closing: desired response + d____, pleasant

______ing note

subject line: th____ of the message

Writing routine and goodwill messages (09-10/02)

(p. 109, 139 & 477)

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Quick check
Sample from my previous school

Writing routine and goodwill messages (09-10/02)

3. Routine messages
Common purposes: to a___________ receipt to inform (p. 113) to in_______ (p. 108, 110, 114, 134) to re_______ (p. 406) to place an order (p. 135) to make claim / com____ (p. 136-138) to respond (p. 99, 115, 139-142) to respond to claim (p. 142-145)
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To improve readability, use listing techniques

Make listed items p________ Use b_____, numbers or letters appropriately Use general accepted punctuation
(read Graphic Highlighting on p. 100, 101 & 111)

Writing routine and goodwill messages (09-10/02)

Get Organized by Listing Your Readers Questions

If your teacher tells you now that youll have a new assignment next week, what further questions would you ask?

Writing routine and goodwill messages (09-10/02)

Put yourself into your audiences shoes.

Writing routine and goodwill messages (09-10/02)

Some useful expressions to start your routine messages :-

Which one is most polite when communicating upwards?

Thank you for your letter of This is to acknowledge the receipt of your letter of This is to inform you that Please be informed that I would like to l_________________ that May / Can I request a copy of In re________ to / In connection ______ / With r________ to This is to answer your query concerning / regarding ...
More examples on Business English: Useful Expressions http://www.eslgold.com/business/useful_expressions.html
Writing routine and goodwill messages (09-10/02) 9

Should we use passive voice? Should passive voice be used?

Shorten this paragraph / This paragraph could be shortened

Someone stole her car twice / Her Car was stolen twice
We appreciate your gift / Your gift is appreciated

Writing routine and goodwill messages (09-10/02)

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4. Goodwill messages

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4. Goodwill messages
Common purposes:a. to thank (p. 149-151) b. to show ap________ c. to congratulate d. to welcome e. to recommend (p. 146-148) f. to show sy________ (p. 151)

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5. Principles of writing these messages

be s______: discuss the receiver, not the sender be s______: give specific details of favour be s______: show honest feelings, not pretentious language be sp__________: use natural language be s______: avoid documentation & wordiness (p. 149)

Writing routine and goodwill messages (09-10/02)

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Quick check

Be spontaneous, avoid canned language

If I may be of service, please do not

hesitate to contact me.

Sorry for any inconvenience caused.

Writing routine and goodwill messages (09-10/02) 14

Last Check
The paragraph below contains 70 words. Can you cut it down to 35 words or less?

This document is for the purpose of giving the reader a detailed explanation of the inventory process. It describes the activities we currently do in the majority of instances on a daily and weekly basis. In order to provide an introduction to the process for employees who work on a temporary basis, we also have prepared an overview, which describes the highlights of the inventory process in just two pages.
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