Writing Letters, Memos

Writing Positive and Routine Messages

Positive information good news typically
establishes its own rapport

Those containing neutral information, follow the same

pattern as those containing information typically
considered positive and also place the most important
information from the readers perspective in the initial
position routine messages
 Writing Positive and Routine Messages
1. Planning routine messages analyse, investigate,
adapt

2. Writing routine messages cover only relevant

points, group them, includes all necessary info, close
cordially

The writing plan for routine messages has three parts,

as follows:
State the main idea of the message
 Writing Positive and Routine Messages
Give all the details necessary to support the main
message

End pleasantly, looking forward to the future

3. Completing routine messages evaluate the content,

edit & rewrite if necessary
Congratulations on a Job Well Done

Dear

The displays you created for the "Summer's Coming"

promotion are just beautiful. Several of the sales
personnel told me that they have received numerous
compliments from the customers.

Congratulations on a job well done.

 Making Routine Requests
When to make?
Information, products, adjustments, references

Routine request if it is part of normal course of

business

Request should be & effective

 Making Routine Requests contd..
1. Strategy for routine request,
3 parts an opening, a body, a close care should be
taken

2. State your request up front

Pay attention to tone send me(demanding) .... ,
instead use please, I would appreciate

Assume your audience will follow state reason

clearly (why it is urgent)
 Making Routine Requests contd..
Avoid beginning with personal intro not a good
etiquette

Punctuate questions & polite requests differently

polite request & direct question are different
e.g. Would you please help us determine whether Mr. X
is a suitable applicant for this position request
Did Mr. X demonstrate an ability to work smoothly with
clients? question

Be specific state precisely

 Making Routine Requests contd..
3. Explain & justify your request use the middle
section of your message

4. Request specific action in a courteous close,

3 imp elements
A request for some specific action
Info about how you can be reached
An expression of appreciation or good will
 Types of Routine Requests
1. Placing orders
Need not excite readers interest

State your needs clearly & directly

Most companies today use computer generated order

forms
 Sample order form
Please send the following items from your XXX
catalog
Count I.D. no Description Item Total
Price Price
4000 111 A 4 sheets Rs. Rs.4000
1/piece
1000 222 A 4 OHP Rs. Rs. 2000
printing 2/piece
sheets Rs. 6000

My check # ...... for Rs. 6000 is enclosed. Please ship

these supplies UPS Ground to the address in the
letterhead
 Types of Routine Requests contd..
2. Requesting information & action
What you want to know
Why you want to know
Why it is in the readers interest to help you

3. Making claims & Requesting adjustments

Explain the problem & give details
Provide backup information
Request specific action
Customer Request
Letter to supplier
Customer Request
Request granted
Customer Request
Request refused
 Types of Routine Requests contd..
4. Requesting recommendations & references
Always ask for permission before using someones
name as a reference

Provide your reader with as much information as

possible about your qualifications
 Sample Requesting a Recommendation

From Address
To Address
Dear Prof. M
May I have a letter of recommendation from you? I recently interviewed with
..They have requested at least 1 recom from a prof., & I immediately thought
of you.

As you may recall, I was the student of 2007-08 batch..

My enclosed resume includes.

If possible Mr. N HR mgr of ABC Ltd. needs to receive your letter by . For your
convenience Ive enclosed a preaddressed, stamped envelope.

I appreciate your time & effort in writing this letter of recom for me.

Sincerely,
encl:
 Letter of Acknowledgement
To maintain long term relationships Company guide,
a colleague, a customer, or the head of an organization

A touch of informality is accepted, care taken into

how personal was the favor
the degree of familiarity between the writer and the
correspondent
age of the recipient

The letter of thanks should be sincere

 Sample 1 - Letter of Acknowledgement

Dear Ms. Anju,

I received the brochures and the price list promptly before my

crucial customers meet.
I appreciate your ability to understand our situation and act
accordingly. It has really made our life and work a lot more
pleasant.

Sincerely yours,
Netu.
(ABC Corp)
 Sample 2

Dear Mr. Balu,

We feel flattered when one of our valued customers recommends our
Insurance Company to friends.
It was very thoughtful of you to send Mr. Harinath to us and I just want you to
know how very much your gesture was appreciated. Mr. Harinath was
impressed with our schemes and promised to get back to us soon. We are
confident we will be able to meet his expectations.
Regards
Sincerely yours
 Organizing Bad News Message

People dont like to get it & dont like to give it

Saying NO costs hrs of sleep

Must be careful while delivering bad news

 Organizing Bad News Message 3 steps
Step 1: Planning bad news messages
Analysis

Investigation

Adaptation

Help you to avoid alienating (loss of friendliness)

your readers
 Organizing Bad News Message 3 steps contd..
Step 2: Writing bad news messages
Proper organization helps readers accept bad news

Step 3: Completing bad news messages

Convey clearly & concisely (briefly)
 Goals of Bad News Messages
Give the bad news

Ensure its acceptance

Maintain readers goodwill

Maintain org good image

Reduce future correspondance on the matter

 Direct Approach Indirect Approach

Firmness is needed Audience will be

Reader wont be displeased
disappointed Audience is emotionally
Situation is routine or involved
minor Buffer
Audience prefer bad
news first Reasons

Bad News
Bad News
Reasons

Positive Close
Positive Close
 Handling Bad News about Company Operations
Circumstances (When?),
Change in company policy or future plans
Probl with Comp performance
Controversial or unpopular Comp operations

Conveying bad news about the company focus on

the reasons & possible benefits
 Handling Bad News about Company Operations
contd..
Sending negative employment messages direct
approach when sending a negative reference, indirect
approach rejecting someone

Refusing requests for recommendation letters

Giving negative performance reviews say whats

right & wrong explain how e/e can improve his
performance
 Persuasion (influence, urge, advice)
Effort to influence the attitudes, feelings or beliefs of
others
OR
Influence actions based on those attitudes, feelings or
beliefs

Imp objective of communication

Buyers persuaded to buy (sellers)

 Steps of Persuasion
Analyzing the situation

Preparing the receiver

Delivering the message

Prompting (timely) action

 Persuasive Messages
Use indirect approach

Type of audience uninterested/ unwilling

How to start begin with a statement or question that

captures the attention
Body arouse the interest
Close Request action
 Office Memorandums Memo
A note to assist the memory used for internal
communication

Never sent outside the org

It can be used,
To issue instruction to the staff
To communicate policy changes
To give/seek suggestion
To request help or info
 Office Memorandums contd..
To intimate granting/withholding permission to do
something
To seek explanation on some matter of conduct

The memo should be,

Properly dated
Written in a direct style
As brief as possible
Need not be very formal
No salutation
A specimen of Memo format
 MNC Ltd
Delhi Date : 22/03/07
Office Memorandum
No. 841/19
To : Mr. Shyam
Mgt. Executive
From : Mr. Ram
Sr. Manager

Sub: Reading newspapers & magazines in office hours.

I appreciate your interest in the rapidly changing political scene in the

country. But would you please confine your reading of newspapers &
magazines to before, or after, office hours sitting in the comfort of
your drawing room?
You will agree that maintaining office decorum is of utmost importance
for the welfare of the organization.