Course Name: CM1 Business Communication Module: 6 Writing effective business letters

2009/2010
Lectures and handouts by: Laura Dallas, CGA
. CM1 Module 6 Writing effective business letters 1

CM1 Module: 6

Writing effective business letters

CM1 Module 6

Writing effective business letters

CM1 Module: 6 Writing effective business letters Part 1 Introduction

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Module 6 Lecture segments:

Part 1 Part 2 Part 3 Part 4 Part 5 Part 6 Part 7

. CM1 Module 6

Introduction Module Summary Exam Marker comments Topic 6.1 Topic 6.2 & 6.3 Topic 6.4 Assignment 2
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Welcome

As we move on through the course we are now moving from internal communication documents to external documents. I can not emphasize how important a letter is, as it needs to represent the writer in a professional manner.

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Assignment 2 reminder

Assignment 2 is due at the end of module 7.

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Professional image

A letter that is not polished can affect your professional reputation. A letter that is not effective will not achieve the results you want.

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Successful career

I think an effective letter is one of the most important tools we will have for a successful career. So, I encourage each of you to focus on this module, not for the sake of passing a final exam, but for the sake of benefiting your career!

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Level of Difficulty

Again, many students will have an easy time to learn how to technically put a letter together, but may struggle a bit with what to say when. And there are probably still some of you that have concerns with sentence structure.

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3 areas of focus

The 3 areas that we need to focus on are: 1. Letter structure (salutation line, date, closing, heading, etc) 2. Persuasive, effective, positive and organized (what to say when, how to say it positively, & buffers) 3. Grammar/spelling (every sentence counts)

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Module 6 topics

6.1 6.2 6.3 6.4

Business correspondence: Use and format Persuasive letters Positive and constructive letters Letter-writing strategies

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Pre-read Assignment

Before we go through the module, lets first look at the assignment. If you pre-read the assignment, and then go through the module, as you come across items, you will remember how the item applies to the assignment.

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Assignment 2

2 parts: Writing an effective business letter 100 marks 10% of final mark 650 850 words

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Assignment 2 part 2

Provide a proposed formal outline for the report and paste this into your assignment, following the last page of your letter. A letter without an outline will receive a grade of 0.

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Assignment Lecture segment

I will discuss the assignment in more detail in the separate segment called Assignment 2 at the end of this lecture. But, please, take a moment now to read through the assignment in detail.

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Segment Conclusion
Course: CM1 Module: 6

End Part 1: Next Part 2:

Part 3: Part 4: Part 5: Part 6: Part 7:
. CM1 Module 6

Introduction Module Summary

Exam Marker Comments Topic 6.1 Topic 6.2 & 6.3 Topic 6.4 Assignment 2
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CM1 Module: 6 Writing effective business letters Part 2 Learning Objectives & Module Summary

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CM1 Module: 6

Writing effective business letters

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Learning Objectives
1. Identify the elements of full block and modified block letter formats. 2. Apply the criteria for writing effective persuasive letters: identify your audience and anticipate your audiences needs, and use the PMRC format.

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Learning Objectives
3. Create an effective tone to keep communication positive and constructive. 4. Demonstrate the appropriate use of direct and indirect writing strategies.

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Module Summary
Use a standard letter format (full block or modified block). Letters should be clearly focused on one objective. They also need to be comprehensive.

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Module Summary
Use the PMRC method to organize letters. Be sincere and courteous. Whether you use a direct or an indirect approach, stay on topic.

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Module Summary
Whatever type of letter you are sending (inquiry, information, claim, or claim response), construct the letter following appropriate guidelines. And remember the "you" approach.

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Outline the criteria for effective letters.

Effective letters should have:
a clear objective, be written with the readers needs in mind, be organized for clarity, stress the positive and constructive, use language effectively, and be carefully revised.

To organize a letter for clarity, consider using the PMRC method.

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Assess and apply a suitable tone, depending upon the writing context .
Use the you approach; be courteous and sincere. Dont argue; just supply the clarifying information. Avoid negative words and phrases; choose neutral or positive ones instead.

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Apply appropriate format conventions to produce professional letters.

Full block and modified block style are the generally accepted formats for business letters. Remember to include all the necessary elements in a business letter, and to place and space them correctly.

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The main elements of every letter include date, inside address, subject line, salutation, message, complimentary closing, company signature, writers signature and identification, enclosure notations.

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Employ effective strategies to write purposespecific letters.

Some of the purposes for writing letters are for inquiries and requests, information and response, claims, and responses to claims. Use a direct approach for routine complaints, inquiries, engagement letters, tax research letters, and letters conveying good news.

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Use an indirect approach (opening with a buffer statement), to make readers more receptive to bad news or more open to your position. Always be courteous and sincere.

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Construct an outline for your formal report

A brainstorming list of items to cover in your report might give you clues as to how to organize your report. A formal outline can be a sentence outline or a topic outline. The two styles are never mixed. The outline provides general guidance as you write your report; it doesnt mean that you must rigidly stick to it.
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Segment Conclusion
Course:
Part 1:

CM1

Module:
Introduction

End Part 2: Next Part 3:

Part 4: Part 5: Part 6: Part 7:
. CM1 Module 6

Module Summary Exam Marker Comments

Topic 6.1 Topic 6.2 & 6.3 Topic 6.4 Assignment 2
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CM1 Module: 6 Writing effective business letters Part 3 The exam marker comments

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Sample Exam Letter Question

Write a letter in response to the scenario in Exhibit 1-1. Your answer will be graded on how well you use the business writing principles you have studied throughout the course.

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Exam Letter Question

Including consideration of precise of content, target audience, (you approach), persuasiveness, tone, clarity, and conciseness. Your answer will also be evaluated on your use of correct grammar, spelling, punctuation, and conventional formatting.

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Exam Letter Question

Remember to be specific and to develop your ideas. Add whatever plausible details you need to write your letter.

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Marking Guidelines

Now, remember that we will be discussing the new holistic marking in the exam review lecture, but I still want us to look at the MARKS allocated in the past exams. WHY?? Because the percentage of allocation of marks is still similar.

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Marking Guidelines

3 marks an effective opening set by an appropriate tone (drawing on a positive, sincere buffer statement) 6 marks the effective use of ethical and/or logical appeals to sway the audience 10 marks ideas presented specifically and in detail

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Marking Guidelines

4 marks

an appropriate tone maintained throughout

4 marks the absence of illegitimate emotional appeal, weak reasoning, and logical fallacies 2 marks specific reference made to previous contact with MegaPlex staff regarding the claim

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Marking Guidelines

2 marks a professional closing that calls for specific action in the form of an adjustment 4 marks effective organization (using indirect approach) 10 marks effective use of letter conventions

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Marker comments

Students performed at a satisfactory level on this question. Some students, however, wrote a memo instead of the required letter. In the best responses, students used correct letter conventions, and maintained a professional tone in spite of the fact that the claim was arguable.

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Ethical & logical appeals

For the letter to be successful as a business document, the writer needed to create strong ethical and logical appeals, present the criticisms constructively, and maintain a positive tone. It was also important for the student to make it clear that the complainant had tried to address the difficulties both at the theatre and afterward.

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Audience response

Pointing to the mutually successful past relationship and the financial benefit to continuing the relationship would also have been an effective way to evoke the desired response in the audience.

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Area for improvement

A notable area for improvement is in the length of the letters. Letters and memos should be as concise as possible while still presenting all the necessary details.

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Length for letters

There is no prescribed length for letters and memos, but the numerous examples throughout the module should provide a sense of the average length of responses.

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Spacing conventions

Another area for improvement is spacing conventions. Students must remember to single-space the text within the paragraphs of letters and to doublespace between paragraphs.

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Letter heading

In addition, it is important to include a heading and to sign the letter.

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Enclosure reference

Finally, if reference is made to an enclosure in the text of the letter, there must be an enclosure line at the end of the letter.

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Segment Conclusion
Course: CM1 Module: 6

Part 1: Part 2: End Part 3: Next Part 4: Part 5: Part 6: Part 7:

. CM1 Module 6

Introduction Module Summary Exam Marker Comments Topic 6.1 Topic 6.2 & 6.3 Topic 6.4 Assignment 2
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CM1 Module: 6 Writing effective business letters Part 4 Topic 6.1 Business Correspondence
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Module 6 topics

6.1 6.2 6.3 6.4

Business correspondence: Use and format Persuasive letters Positive and constructive letters Letter-writing strategies

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Topic 6.1

Letter Conventions

First, well learn the structure of letters. Just like we learned how to format a balance sheet we can learn how to format a letter. Then, we will go back and learn what to say and how to organize our letters.

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Letter styles

Lets turn to Exhibit 6-1 and 6-2 of the module first. You will see that there are two types of letters: a) b) Full Block Modified Block Exhibit 6-1 Exhibit 6-2

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Subject line

Notice on Exhibit 6-2 the Subject line is before Dear Mrs. Kahn and on Exhibit 6-1 Dear Mr. OHara is before the subject line. The reason for this is that it is most acceptable to place the subject line either above or below the salutation line.

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Full block style

I recommend that students use the full block letter style whenever possible. This is my personal preference, but the reason for this is that it is much easier to remember where to place the items, and less likely that you will receive deductions for mixing up the styles this way.

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Modified block style

For instance, if you use the modified block and forget to put the date on the right side of the page, then marks are deducted for mixing up the styles.

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Full block style easier?

My experience in business is that the full block is most often used, because it is easier to format. Although I recommend that students use the full block, the choice is yours to use either style.

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Pick a style - consistency

Pick a style, and work with it until you are very comfortable with the style. I have never seen on an exam that the directions indicate which style to use. On the exam, you will be able to pick the style you want.

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Elements of letters

On Exhibit 6-1 & 6-2 you will notice in bold the numbers 1 15 down the page. These items are the elements of letters. A detailed description of each can be found in Topic 6.1. It is very important that you read through each item in detail.

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Elements of letters

Missing any of these items, or incorrectly placing them will result in deductions on the exam, as well as a letter that may not look as professional as it should. Before I highlight many of the important points, lets quickly look at the note at the end of Topic 6.1.

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Address lines

It was once traditional to place commas after each line of an address. Current business practice omits this punctuation. In addition, the practice of placing a comma between the city and province is also evolving. Some organizations retain the comma and others omit the comma. Both are acceptable.
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Address lines

Canada Post encourages writers to use two-letter abbreviations for provinces and states. Use capital letters in the abbreviation, no periods, and ensure that two spaces follow after the province but before the postal code.

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Address lines

This standardized approach helps Canada Posts equipment to scan your envelopes electronically. For updates and changes in conventions for addressing letters, consult Canada Posts website.

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Letter conventions

On the followings screens the important points from Topic 6.1 are reviewed.

Make sure you take the time to read through the points in detail. You may want to print Topic 6.1, read it carefully, and highlight the important points.

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1. Letterhead
On the exam, you will have to write in the company name and address at the top of the page.

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2. Date
Dont forget to spell out the month, and include the year.

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3. Recipients address
This should be exactly the same as the address on the envelope. The examiner has indicated the correct format of the city, province and postal code is important. Include the recipients name, title and department if applicable.

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4. Subject line
The entire line should be in bold (dark felt pen on the exam!) and can be before or after the salutation. Dont forget that the subject line is not a sentence, and should not have a period at the end.
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5. Salutation
It is always more professional to use a name in the salutation line. Phone and get the name if you dont have it. Dont send a letter to the Accounting Department. Do NOT use the term Mrs. unless you know the woman uses it in preference to anything else.

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5. Salutation continued
Notice there is a colon ( : ) at the end of your salutation, not a comma or any other punctuation that you chose to invent. Marks are deducted on the exam for not using the colon.

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7. Complimentary closing
A comma is used at the end of the complimentary closing. Again, marks will be deducted for inventing other punctuation to go here.

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10. Writers name and position

This is where your title or position is indicated, and the department if applicable.

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12.

Enclosure notation

When you reference that you are enclosing certain information, you must include an enclosure notation. When you enclose material, always mention it in the body of your letter.

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13.

cc:

Cc stands for carbon copy, and bcc stands for blind carbon copy. (Bcc wont appear on the original, or it wont be blind! The cc and the bcc are also used for email messages. Bcc is used quite often used in email.

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Remembering all the details!

As you can now see there are many things to remember! The best way to remember is to practice writing out letters over and over. Carefully review every example in Module 6.

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Segment Conclusion
Course:
Part 1: Part 2: Part 3:

CM1

Module:

Introduction Module Summary Exam Marker Comments

End Part 4: Next Part 5:

Part 6: Part 7:
. CM1 Module 6

Topic 6.1 Topic 6.2 & 6.3

Topic 6.4 Assignment 2
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CM1 Module: 6 Writing effective business letters Part 5 Topic 6.2 Persuasive letters Topic 6.3 Positive & constructive letters
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Module 6 topics

6.1 6.2 6.3 6.4

Business correspondence: Use and format Persuasive letters Positive and constructive letters Letter-writing strategies

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Good letters

Good letters are the result of a number of related skills and attitudes, such as the following:

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 Being clear in your objectives Anticipating your audiences needs Organizing for clarity Stressing the positive and constructive Using language effectively Revising carefully

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Improving letters

I wont read to you the module information, but carefully go through example 6-1, where an example of a poor letter is shown. Also, there is a list of the areas of improvement. Make sure you carefully understand why each improvement was needed and important. Example 6-2 shows the revised letter.

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Readers needs

I would suggest reading through Topic 6.2 a couple of times to make sure you have everything. For instance in the paragraph before organize letters for clarity, an explanation is given for specifically how to keep your readers needs in mind.

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Effectively communicate

By being as specific as possible, the reader will not have to refer back to previous correspondence. Keeping the readers needs in mind is one of the key elements for effective communication.

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Dont forget PMRC organization

Example 6-3 is an example of using the PMR & C method for letters. Following the PMRC recommendation will result in better organization for your letter.

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Topic 6.3

Positive and Constructive Letters

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Positive and Constructive

When you are talking to someone you can affect how they respond to what you are saying by your tone. If you smile as you speak, and speak with a kind voice, they will sense kindness.

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Positive tone

But, you do not have that physical tone setting available when you send a letter, so you must ensure that your letter itself sends a positive tone. (Not all letters will need to be sending kindness, but they should send a positive tone.)

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Readers reaction

You will need to carefully evaluate your letter as to how the reader will react. A few thoughts:

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 How will they react to the language I have chosen? Will they look at my document as a letter that meets their needs and shows that I value both them and their time? Will they react constructively or with hostility?

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Professional image

Most of all, remember your letter must convey your professional image.

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Positively speaking!

You can say anything positively. Sometimes you have to use the sandwich approach that is start with something positive, say what needs to be improved (notice I didnt say what is wrong) and then finish with something positive.

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Checklist for positive tone

Exhibit 6-3 is a checklist for keeping a positive tone. Make sure that you become very familiar with this checklist.

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Checklist for positive tone

1. 2. 3. 4. 5.
.

Use the you approach, maintaining a personal touch. Be as courteous and sincere as possible. Dont argue with your reader. Supply clarifying information. Avoid using words that have subtly vague or negative connotations. Dont make your letter too short.
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Words the reader will understand

Make sure that you use words the reader will understand and carefully check over your letter.

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Pulling it all together

You need to pull together everything that you have learned in Modules 1 4 for writing, organizing and proof reading your letter.

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Guidelines for letters & memo

On the next page I have listed a few guidelines for letters and memos. This should is just a few different ideas for organizing. I usually spend a few moments in class going over it. There is a separate handout for this in the handout document.

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Introduction
Identify the subject of the letter or memo. Be explicit; relate the topic to your readers interests and concerns. Explain why youre writing, if necessary. For example, you might be writing at someone elses request or in response to an earlier communication.

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Introduction - continued
Identify the issues you will discuss, if theyre not obvious from what youve already said. Summarize your conclusion and/or recommendations.

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Body of the Letter or Memo:

Divide the body into major sections, perhaps one major section for each issue or conclusion listed in your introduction. Consider whether headings will make your letter or memo easier to follow. Begin each section with the main idea of the section. Use transitions as necessary to preserve a smooth flow of thought.
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Body of the Letter continued

Discuss issues from most important to least important. Consider this question from the readers point of view. Limit most paragraphs to 4 or 5 sentences. Begin each paragraph with a topic sentence. Discuss the issues in the context of the readers situation. Support your conclusions with facts and examples with which the reader is familiar.
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Conclusion
The conclusion of a letter or memo should give the reader a sense of closure. The type of conclusion you write depends on the document as a whole. Here are some possibilities:

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A letter should end with a conventional courteous closing. You can suggest a follow-up to your letter or memo: what you want the reader to do or what you will do. For long documents, its usually a good idea to summarize your main ideas in the conclusion.

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Resume hints

Have separate letter for every position you are applying for. Have a standard letter for your cover letter, but customize for every position you are applying for. Keep a folder where you keep copies of all of your resume cover letters. You may have to refer back to previous letters to come up with ideas for the next letter.
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Keywords

Adjust your letter to respond with the keywords in the ad.

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Proofread

Have a friend or a mentor proofread it for you.

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Segment Conclusion
Course:
Part 1: Part 2: Part 3: Part 4:

CM1

Module:

Introduction Module Summary Exam Marker Comments Topic 6.1

End Part 5: Next Part 6:

Part 7:
. CM1 Module 6

Topic 6.2 & 6.3 Topic 6.4

Assignment 2
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CM1 Module: 6 Writing effective business letters Part 6 Letter-writing strategies

Topic 6.4

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Module 6 topics

6.1 6.2 6.3 6.4

Business correspondence: Use and format Persuasive letters Positive and constructive letters Letter-writing strategies

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Topic 6.4

Letter-writing strategies

There are quite a few standard types of letters that you will be called upon to write during your career. There are quite a few resources that you can use to help you with your letters.

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Public Practice Manual

One resource, as indicated in topic 6.4 is the Public Practice Manual. The PPM contains a number of useful letter templates for review engagements and many other common situations.

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Sample Letter Book

You can also purchase a book with sample business letters from your local bookstore.

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Company filing system

Many companies already have a collection of standard letters that are specific to the business that can easily be obtained through the company filing system.

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Copies of letters

I have also worked with people who keep a copy of every letter they send in a binder, in date order (as well as a copy in the relevant file). That way, if you remember a similar letter a month ago, you can quickly find it. And, with todays modern technology, you can cut and paste from one letter and create your next letter.

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Re-read topic 6.4

You may have to read through topic 6.4 several times to digest all of the important and useful information in this section. I wont just read this section to you, but I do want to repeat that this information is invaluable for the exam.

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Approaches to Business Letters

1. 2.

Direct Indirect

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Direct

Routine complaints Inquiries Engagement letters Tax research letters Letters conveying good news
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Indirect

Buffer statement Bad news after the buffer statement to make readers more receptive

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Types of business letters

Be sure that you are familiar with the different types of business letters, and how you can construct one from any of the different types for the exam. It is important to know what type of letter it is that you are writing before you start the writing task.

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Inquiry and request

a) b) Solicited Unsolicited

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Information
a) b) Requesting information from non profit organization. Requesting information to make a purchase.

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Claim letters
a) b) Routine claims (direct approach) Arguable claims (indirect approach with positive opening statement)

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Responses to claim letters

Adjustment letters (if you grant the claim direct approach) Refusal letter (indirect approach, positive & constructive)
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Important Points to Remember

Know your audience Write concisely and constructively Anticipate readers needs Organize for clarity Keep a positive tone

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A hint:

If you send a request letter to a non-profit society, because you want a brochure, it would be appropriate to include a self-addressed envelope. But, stop and think, if you are sending a request to a company that will be selling you something, do you think you need to include the self-addressed envelope?

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Self Test

Dont forget to have a look at the self test questions for module 6. Actually, every example in this module should be carefully reviewed to fully prepare you for the exam.

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Past exams

Make sure you review every past exam available to you. There are numerous exams, and many with letter questions. You wont get exactly the same question again, but the style and length of answers is important to review.

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Style of exam

Take a moment to go through all of the past exams on letters you will be amazed at the useful information! The allocation of marks, suggested solutions and the exam marker comments are all necessary preparation tools for the exam.

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Segment Conclusion
Course:
Part 1: Part 2: Part 3: Part 4: Part 5:

CM1

Module:

Introduction Module Summary Exam Marker Comments Topic 6.1 Topic 6.2 & 6.3

End Part 6: Next Part 7:

. CM1 Module 6

Topic 6.4 Assignment 2

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CM1 Module: 6 Writing effective business letters Part 7 Assignment 2

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Procrastination

I caution the students who think they will leave the assignment for the last minuteDont. Truthfully, you do not want to fall behind!

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Answer all parts of the question!

Make sure you answer all parts of the question! If you leave out the outline part of the assignment requirements, you will not receive a mark for the entire assignment. See the last sentence in the 2nd paragraph: A letter without an outline will receive a grade of 0.

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Read the question!

Read the question through a couple of times very carefully.

After you think you have completed the answer read the question again!

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Question details

Write a letter in either block or modified block format, addressed to your employer or supervisor, and copied to your marker, detailing the progress you have made so far in completing your report. If you do not have an employer, use the made-up name and position you used for Assignment 1.

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Question details

Although you would be unlikely to address a business letter to your employer in the real world, this assignment gives you a necessary opportunity to practise using the letter format.

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Question details

Your letter should be between 650 and 850 words (not counting the outline).

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Question details

Follow the Work Completed strategy outlined on page 436 of the text, and be sure to answer all the questions listed on pages 434.

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Proposed formal outline

Provide a proposed formal outline for the report (use either the alphanumeric or the decimal outline format) and paste this into your assignment, following the last page of your letter. A letter without an outline will receive a 0 grade.

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Subheadings needed

Include the following information in the body of your letter, using the headings below for Sections 2 through 5. The Background section is optional. 1. Purpose Statement 2. Background 3. Work completed (includes Preliminary Findings and Unexpected Problems) 4. Work Yet to be Completed 5. Cost Analysis 6. Conclusion
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The assignment will be marked

Based on the following requirements:

Correct letter format Effective tone Correct use of the Work Completed strategy Complete answers to the questions on page 434 Correct grammar and phrasing

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Checklist - Content

Does the letter clearly outline the progress of your research? Does the letter adequately answer all of the questions on page 434? Does the progress report correctly follow the Work completed arrangement outlined on page 436 of the text? Is a proposed outline for the formal report attached? Does the outline reflect research into the problem identified in Assignment 1 (memo)?
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Checklist Structure

Are standard letter-writing format conventions followed correctly? Are all the required elements present? Does the outline follow either the alphanumeric or the decimal outline format?

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Checklist Style

Does the letter use language that is clear and concise? Are all sentences written in clear English, and are most sentences in the active voice? Are the conventions of English spelling and grammar followed correctly? Is the tone appropriate to the target audience? Are the errors noted in Assignments 1 corrected?
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OUTLINE

You need to sit down and write this letter from scratch. That means plan, using the PMRC method. Make an outline for your letter of what you should have in each section, and each paragraph. The outline you do for your report and include with your letter is a completely different outline.

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OUTLINE

I think it is very beneficial to hand write out your outline and then hand write out your letter. This is excellent practice for the exam. Then type it in and correct all errors. If your only practice is typing letters into the computer, handwriting will come as a shock when you write the exam!

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Proofread

Make sure you proofread and correct all spelling. Use all of the resources that you have learned in modules 1 6.

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Letter conventions

I think all of you will be able to follow the correct letter writing conventions. You will be able to place the date in the correct location and have the correct punctuation for your salutation line.

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Organize - outline

Carefully focus on developing your outline and organizing your letter. Dont just start writing a letter without using a outline for your letter. Your result would not be organized, professional or effective. Keep in mind that the instructions have provided you with a list of the subheadings required start with the list!
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Readers needs

Remember; think of the readers needs. If you were the person receiving this information, what would you want to know? Make sure you include this information in your letter. You will have to add the necessary details.

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Hints!

One quick hintdont start your letter by saying, I am writing this letter to Your subject line will state what the letter is about.

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Outlining the formal report

An example of the formal outline is included in Example 5-4 of module 5. Example 5-3 explains how to develop an outline.

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There are 2 different outlines

1.

Outline for your letter This is your rough work for your letter. You would NOT submit this rough work with your assignment. 2. Outline of your formal report This is required as part of your assignment. You must submit this or you will not receive a mark for the assignment. Follow the examples from module 5 and ensure you cut & paste your outline at the end of your letter.
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Dont stress!

This question is actually easier than you would think to do, but can cause you quite a bit of difficulty if you havent even started your final report.

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Follow the example given!

Follow the example given and develop your outline for your report.

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Good luck!

Remember one question at a time and then it wont be so stressful. Good luck on the assignment!

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Quote & Conclusion

When you get right down to the root of the meaning of the word "succeed," you find it simply means to follow through. F.W. Nichol

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Segment Conclusion
Course:
Part 1: Part 2: Part 3: Part 4: Part 5: Part 6:

CM1

Module:

Introduction Module Summary Exam Marker Comments Topic 6.1 Topic 6.2 & 6.3 Topic 6.4

End Part 7:
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