business correspondence how to write a good business letter

Business Correspondence

How to write a good business letter

How to write the date

6/8/02: sixth of August (UK)

eighth of June (USA)

Standard: 6 August 2002

8 June 2000

Writing the date

Parts of a letter

Dear…

An opening

This says why you are writing.

The main message This gives the details

The close This usually talks about the future

Yours faithfully/sincerely etc.

Dear…/Yours

Dear Sirs - to a company

Dear Sir / Madam - to a man/woman if you do not know his/her name

Dear Mr. Smith - to a man

Dear Mrs. Smith - to a married woman

Dear Miss Smith - to an unmarried woman

Dear Ms. Smith - to a married/unmarried woman

Dear John - to a friend to someone you know well

Dear…/Yours

Dear Sirs/Sir/Madam

- Yours faithfully

Dear Mr./Mrs./Miss/Ms. Smith

- Yours sincerely

Dear John

- Best wishes

Beginning a letter (1)

We are writing to enquire about…

We are writing in connection with…

We are interested in … and would like to know…


How would you start these letters? You want to know the prices of some air

conditioners. You saw an advertisement in the newspaper

yesterday and you want further information. You want to know if the company you are

writing to organizes holidays to Thailand.


Thank you for your letter of (date) asking if / enquiring about / enclosing / concerning …

We have received your letter of (date) asking if / enquiring about / enclosing / concerning …


How would you start these letters? A company wrote to you on 23 July. They wanted to

know if you sell digital cameras. A man wrote to you on 18 November. He wanted

employment with your company. He also sent his curriculum vitae.

A lady telephoned you this morning. She wanted to know if her order No. 599 had arrived.

Ending a letter (1)

I look forward to receiving your reply / order / products / etc.

Looking forward to hearing from you.

Ending a letter (2)

If you give some information in the letter, you can close:

I hope this information will help you. Please do not hesitate to contact me if you

need any further information. Please feel free to contact me if you have

any further questions.

Letter Practice

Write a letter to Data Services Ltd, 57 West Road, Paxton, PX3 6JA. You want a word processor and you would like to know if they rent them. You need a small machine with a very good quality printer. Follow this plan:

Letter Practice

- Dear…- Open the letter. Say what you are writing about.- Tell them exactly what you need.- Close the letter.- Yours…- Sign it with your name and title (office manager)


Referring

With reference to …,Further to …,With regard to …,I am writing in connection with …


How would you start a letter about each ofthe following?a) an invoice (No. 361) for a photocopier

b) an advertisement in The Evening Daily

c) an application for a post as accountant in your company

d) a fax order for six lap-top computers you received today


Giving good/bad news

Good news

pleased tellI am delighted to inform you that … happy advise


Bad news

am sorry tell I to inform you that …

regret advise

We regret that…


Complete these sentences using phrases for referringand giving good or bad news.

a) ............................your order for 16 desks, ....................…we have had to increase the price.b) .........................your application for a post as secretary,……………………. that we would like you to start work assoon as possible.c) .........................your application for a post as secretary,.............................… you were not successful.d) .........................our telephone conversation this morning,......................... that your car is now ready for you to collect.

Business CorrespondenceGiving reasons for what you can and cannot doStating what you can and cannot do

We are able to… We are unable to… We have been forced to…

Giving reasons This is owing to… due to… as a result of … because of …

Notes: The phrase “owing to” is normally used for bad news.


Write complete sentences by using the information

given. Question (a) has been done as an example.

a) increase prices – fall of the dollarWe have been forced to increase the prices. This is owing tothe fall of the dollar.b) delay the delivery of goods – strike by the factory workersc) increase all salaries by 10% – rise in salesd) cut all salaries by 10% – fall in salese) cannot deliver your order – we have not received your payment for the last orderf) cancel the meeting – , a lot of staff have been ill

Requesting action

Requesting Action

Please could you…We would be grateful if you could…We would appreciate it if you could…

If it is urgent, add:as soon as possiblewithout delayimmediately

Requesting action

What would you write in the following situations?

1. You want an application form from a company. 2. You want someone to repair the fax machine in you

office quickly.3. You want the post office to forward your mail to your

new address.4. You have written to a company and you want them to

reply quickly.5. You want a company to send you the goods quickly.6. You want the telephone company to install another

telephone in your office

Requesting information


Please could you let us know (about/if)We would be grateful if you could inform us (about/if)We would appreciate it if you could give us some further We would like to know (about/if) details about…


What would you write in these situations?

1. You wrote a letter to someone and they haven’t replied. You want to know if they received the letter.

2. A foreign businessman wants you to get a visa for him. You need all the details about his passport (his nationality, date of birth, when his passport was issued, and when it expires.

Apologizing

ApologizingWe must apologize for…We apologize for…We are extremely sorry for / that…

It is usually polite to give the reason and then apologize again at the end of the letter.

Please accept our apologies once again.With apologies once again.We hope that this has not caused you any trouble.

Making a mild complaint

- say that, unfortunately, something is wrong,

Unfortunately, we have not yet received the textbooks.

Unfortunately, you sent us a bill for the wrong goods.

- request some action.

Please could you send us the books immediately.

Please could you send us a correct bill as soon as possible.

Making a mild complaint

What would you write in these situations?

1. A company has sent you the goods you did not order.

2. You have not received the payment from your buyer.

3. A company did not mention the cost of their products.

4. Your new photocopier has broken down.

5. One of the machines you received was damaged.

6. A temporary secretary does not speak English.

Making a strong complaint

- say exactly what is wrong,

e.g. ‘It is now over six months since we placed the order and we are still waiting for the cabinets.’

- make a point connected with this,

e.g. ‘I should like to point out that we have already paid for these cabinets.’


- demand immediate action

e.g. ‘We really must insist, therefore, that you deliver them immediately.’

- give a warning if you think it is necessary

e.g. ‘Unless we hear from you, we will take legal action.”


The people who rent the office next to you play loud music all day, even though the contract for the offices says ‘no radios.’ It is impossible for you to work. Write a full letter to them, making a strong complaint.

You can follow this plan:- say what you are writing about (the noise)- say exactly what is wrong- make a point connected with this (the contract)- demand immediate action- give them a warning (you will contact the landlord)

Point for Attention: Clarity

Ambiguous:

Mr. Brown wrote to Mr. Thompson that he had accepted his proposal.

Clear:

Mr. Brown wrote to Mr. Thompson that he had accepted Mr. Thompson’s proposal.


Ambiguous:

To speak English well, practice is needed.

Clear:

To speak English well, one needs practice.


Ambiguous:

The company makes furniture for people of any size.

Clear:

The company makes furniture of any size for people.


Ambiguous:We have developed some new products in one of

our workshops which we are very proud of.

Clear:In one of our workshops we have developed some new products which we are very proud of.

Point for Attention: Brevity

Wordy:The reason why he left New York yesterday was

that he had to attend a conference in Los Angeles.

Concise:He left New York yesterday to attend a conference in Los Angeles.


Wordy:

There are several causes of malnutrition, one of which is vitamin deficiency.

Concise:

Vitamin deficiency is one cause of malnutrition.


Wordy:

A bridge stretched across the river, and the bridge was 2 kilometers long.

Concise:

A 2-kilometer-long bridge stretched across the river.


Wordy:

Allow us to take this opportunity to thank you for your letter which we have just received. In reply we wish to state that we shall be very glad to send you a copy of our catalog for home furnishing products in compliance with your request.


Concise:

We shall be glad to send you a copy of our catalog for home furnishing products as requested.


Wordy:

In your letter dated 23 July you enquired about our experience with Mr. Henry J. Clark. We are happy to tell you about his work for us. Mr. Henry J. Clark was a loyal and faithful worker during the two years he did accounting work for us.

Points for Attention: Brevity

Concise:

Mr. Henry J. Clark, about whom you enquired on 23 July, was a loyal and faithful accountant here for two years.

Point for Attention: Reader-centered

Self-centered:

I will dispatch your camera promptly.

Reader-centered:

Your camera will reach you promptly.


Self-centered:We are going to ship your order by S. Maryland

leaving our port in the middle of this month.

Reader-centered:Your order will be shipped by S. Maryland reaching your port early next month.


Self-centered:We have received your enquiry dated May 12 about

samples, which we have referred to our factory.

Reader-centered:You will be pleased to know that the samples you asked for in your letter of May 12 are being manufactured by our factory and should reach you no later than June 5.


Self-centered:We have on our hand complete stocks of various

qualities and we can ship practically any item you may need for shipment on short notice.

Reader-centered:You may select from our complete stock of various qualities practically any item you may need for shipment on short notice.

Point for Attention: Be Active

Passive:We hope this delay has not caused you

inconvenience.

Active:We are glad that we could send you merchandise today.


Passive:

Unfortunately we cannot fill your order because you failed to send your check.

Active:

We shall be glad to fill your order as soon as we receive your check.


Passive:To avoid delay, we are sending the goods by

express freight today.

Active:To hasten shipment, we are sending the goods by express freight today.


Passive:We are discouraged to learn that we were in

fault.

Active:Thank you for calling attention to the unfortunate incident.

Point for Attention: Revising

Dear Sirs,

We have recently developed a new kind of bicycle. The bicycle is selling very well on the home market. You will be very interested to hear that.


Dear Sirs,

You will be interested to hear that we have recently developed a new kind of bicycle, which is selling very well on the home market.


It is successful in this country. There might be a sales potential abroad, we thought. Could you find a market in your district? We would like to know that very much.


Because of its success in this country, we thought there might be a sales potential abroad, and we would welcome your advice as to whether, in your opinion, there is a market in your district.


It you agree, we shall be glad to supply you with our samples. You can show them to the customers. You may wish to make an immediate order. You will find enclosed an order form.

We look forward to hearing from you soon.


If you agree we shall be glad to supply you with our samples for you to show to the customers. You will find enclosed an order form in case you wish to make an immediate order.

We look forward to hearing from you soon.

business correspondence how to write a good business letter

Documents

letter of date

letter practicewrite

letter practicedearopen

married womandear miss

fax order

good business letterhow

business correspondencehow

reply order products