Organisation Communication

1. Types of Business Letters
Presented by:
Dr. Akhlas Ahmed
Lecture # 05
Preston University

2. Four Types of Business Letters

3. Two Letter Techniques:
Direct
Best for:
•Good news
•Non-emotional issues
•Audiences that prefer a
straightforward approach
Introduction:
•Establishes a reason for writing
•Presents main idea
Body:
•Provides and explains details
vs.
Indirect
Best for:
•Bad news
•Less direct readers (some
international)
•Sensitive situations
•Issues that need explaining
Introduction:
•Acts as a buffer with a positive
or neutral statement
•Compliments the readers,
agrees, appreciates, thanks, and
more
Body:
Conclusion:
•Reminds of any deadlines
•Presents call for action
•Looks to future
•Explains situation first
•Leads up to the point/issue
•States point/issue
•If possible, links bad news with
benefits
•Does not place blame
Conclusion:
•Does not apologize
•Gracious closing

4. Tips For Business Letters
• Think of them as mainly persuasive
documents
• Write a reader-orientated document
not a writer-oriented document
• Be respectful

5. Inquiry Letters (01)
Purpose: Ask for information
• State clearly what information you are requesting
and why
• Write specific, concise, to the point questions that
are both easy to understand and easy to answer
– Use bullets to highlight the questions
– Leave space for the readers to answer the questions
– Attach a questionnaire if you have more than 5 questions
• Specify when you need the answers by
• Thank the reader

6. Special Request Letters (02)
Purpose: Make a special demand
• State clearly who you are and why you are writing
• Convince the reader to help
• Show you are hard working
• Discuss your reason for the request
• Show you understand the situation and have done research
• Discuss why the person you are writing to is the best person to
help
• Write specific, concise, to the point questions that are both
easy to understand and easy to answer
•
•
•
•
– Use bullets to highlight the questions
– Leave space for the readers to answer the questions
– Attach a questionnaire if you have more than 5 questions
Specify when you need the answers by
Thank the reader
Offer the reader a copy of the report or results
Ask for necessary permissions

7. Sales Letters (03)
Purpose: to persuade the readers to “buy” a product,
service, idea, or point of view
• Grab the reader’s attention
• Highlight the product’s appeal
• Show the product's use
• Conclude with a request for action (buy it!)
• Appeal to the reader with reader-centered issues
(health, convenience, service, saving money…)
• Use concrete words and colorful verbs
• Be ethical and truthful
• Don’t brag or go on

8. Customer Relations Letters
(04)
Purpose: establish and maintain good
relationships with the customers
• Be diplomatic
• Be persuasive
• Write from and understand the
reader’s perspective
• There are several types…

9. Claim Letters: A Type of Customer
Relations Letter
Purpose: Express a complaint and request specific
action (must have both)
• Choose a direct or indirect approach
– Direct is best for routine claim letters: claim is backed by
guarantee, warrantee, contract, reputation, or more
– Indirect is best for arguable claim letters: when the claim is
debatable or unusual
• Use a professional, rational, if possible positive, tone,
and not a hostile, negative, and/or emotional tone
• Clearly describe product or service with necessary
details
• Explain the problem with details
• Propose a fair, precise, and appropriate
request/adjustment
• Present an explicit deadline

10. Adjustment Letters: A Type of
Customer Relations Letter
Purpose: Respond to claim letter with
solution
• Work to reconcile the situation and
restore the customer's trust in your
company
• “Be prompt, courteous, and decisive”
• Use a positive or neutral tone without
being begrudging or taking full blame
• Two types: “Yes” or “No”

11. “Yes” Adjustment Letters
• Start with an apology and admit claim
is justified
• Quickly present favorable news
• Specifically state how you are
correcting the problem
• Explain what happened and why
• Conclude with a friendly, positive note

12. “No” Adjustment Letters
•
•
•
•
Use an indirect approach
“Thank the customer for writing”
Restate the customer’s problem
Explain what happened and why without
placing blame
• Clearly state discussion without hedging
• Link “no” to benefits
• Conclude with concise gracious statement
to (leave) open the door to future business

13. Thanks