YOU CAN WRITE BASIC BUSINESS MESSAGES.

M A E FA H L U A N G U N I V E R S I T Y

19 0 2

YOU CAN WRITE BASIC

BUSINESS MESSAGES

Better for Understanding by Infographics Explanations

Table of Contents Page Chapter 1: Principles of Business Writing

The Power of the Written Word

5 Principles of Business Writing

1 1 2

Chapter 2: Styles, Languages, Linguistic Features

Business Writing Style s

Business Writing Languages

Linguistic Features in Business Writing

3 3 4 5

Chapter 3: Direct and Indirect Approach

Direct approach

Indirect approach

10 10 11

Chapter 4: Elements of the Business Letters

Essential Element

Optional Elements

13 13 22

Chapter 5: Business letter Format

Full Blocked Format

Format Blocked Format

Modified Block Format

26 27 28 29

Chapter 6: How to write business letters

Enquiry

Replying Enquiry

Invitation

Acceptance

Refusal

Persuasive correspondence

Complaint

Adjustment (admitting & not admitting)

30 31 34 37 40 43 46 49 52

Editorial Note

55

References

56

Chapter 1: Principles of Business Writing

Many people can write but not all of them have the successful communication. “The power of written words can make your writing stand out from others.�

The Power of the Written Word In the business world, good business writing provides a wide range of benefits such as

saving time and money

bridging cultural gaps

connecting people together

empowering individuals

Therefore, if you learn to communicate powerfully and effectively, you will have the great opportunity to go straight to the top.

1 Chapter 1: Principles of Business Writing

5 Principles of Business Writing

Purpose If you have a clear purpose, you will succeed in communication and get what you want easier.

Awareness of audience Knowing the audience you are writing to can make a great difference and make them impressed as it can guide you to write effectively and appropriately.

Attention to a form There are many types or formats of business letters in which you can find the one that most suits your purpose.

Thought organization A good organized letter can catch the reader's attention and bring you to successful communication.

Pay attention to what and how you write by organizing your thoughts before and while you write.

Grammar and language The business writing’s language should be formal, concise, clear, simple, and courteous. Also, you should proofread your writing to find out and correct the grammatical errors.

2 Chapter 1: Principles of Business Writing

Chapter 2: Styles, language and linguistic features

“A writer’s style should not place obstacles between his ideas and the minds of his readers.”

— Steve Allen, founder of “The Tonight Show

Business Writing Styles

Length

No the exact length

Just long enough to explain the necessary information

- what you need to say

- what the receiver needs to know

Order & Sequence

No the exact rules

Just ensure that

- the sequence is clear

- the order is logical

Planning

Plan before write

- List (what should be included)

- Write

- Check (all are included) 3 Chapter 2: Styles, language, linguistic features

Business Writing Language Laguages used for a good business writing should have Simplicity and be Courtesy Concise Clear Complete Correct

Language

Simlpicity Complicated

Courtesy Simple

Informal

Polite, Positive, “You� attitude

E.g.

E.g.

I am afraid that I did not have the ability to..

I want your quick reply.

I cannot..

Your prompt reply would be appreciated.

Clear

Concise Unnecessary words

Necessary words Vague (unclear)

Clear (easy to understand)

E.g. in spite of the fact that

even though

at this point in time

now

The day after the day you received the email

due to the fact that

because

12 April 2020

in the event that

if

Complete Miss some information

E.g.

Correct Correct these before sending the lettet

Include all necessary information Grammartical strutures, Punctualtion and Spelling when, where, why, who and how explanation of any action that a reader needs to take

Capialization, Abbreviation and Numbers Letter format and Paragraph break Enclosures and Attachments 4 Chapter 2: Styles, language, linguistic features

Linguistic Features in Business Writing Different tenses

Tenses

Different structures or forms

= Different meanings or usages

E.g.

The information errors in the letter were not corrected.

Tense:

Past simple

Usage:

An action happening in the past

Explaination: The information errors in the letter were not corrected when she read it.

However, at the present time, the errors are corrected.

The information errors in the letter have not been corrected.

Tense:

Usage:

Explaination: The information errors in the letter have not been corrected yet.

Present perfect An action happening in the past that also connects to the present

Somebody has to correct them now.

Split infinitives

Avoid placing an adverb between the infinitive.

E.g.

To sincerely apologize for the inconvenience, ____________

To apologize for the inconvenience, ____________

5 Chapter 2: Styles, language, linguistic features

Punctuations

.

? ! , : ;

Ensure that you know how to use them correctly.

Full stop/ Period

— Dash

Question mark

-

Exclamation mark

[] Brackets

Comma

{} Braces

Colon

() Parentheses

Semi-colon

’ ...

“-” Quotation marks

Hyphen

Apostrophe Ellipsis

E.g.

Is Mr. Tom responsible for the purchase of computers?

I would like to know whether or not Mr. Tom is responsible for the purchase of computers.

I would like to know whether or not Mr. Tom is responsible for the purchase of computers?

I wonder how much it costs?

I wonder how much it costs.

Our company offers many publishing services, such as: writing, editing, and reviewing.

Our company offers many publishing services: writing, editing, and reviewing.

KEY

YS WA A KE TA

- Use a colon to introduce a list, quote, or example.

- Use a colon after a greeting in business letters and memos.

6 Chapter 2: Styles, language, linguistic features

Parallel construction

Infinitive Gerund Noun Etc.

+ Infinitive + Infinitive + Gerund + Gerund + Noun + Noun

E.g.

Things that lead this work to success are planning what we have to do

and to finish them on time.

and finishing them on time.

Things that lead this work to success are planning what we have to do

Double negatives

Avoid using two negative words such as “no,” “not,” “nothing,” and “never” in one clause.

E.g.

I do not have nothing left to inform you.

I have something left to inform you.

Vague pronoun referenceence

The reference of the pronoun should be clear.

E.g.

Fact: only the cases that are broken

I received computer cases yesterday with screens, and I found that they are broken.

I received computer cases yesterday with screens, and I found that the cases are broken.

7 Chapter 2: Styles, language, linguistic features

Subject-Verb agreement

Singular noun + Singular verb (s/es) Plural noun (s/es) + Plural verb

E.g.

Uncountable nouns

Uncountable nouns do not have a plural form

The works have not been finished yet.

The work has not been finished yet.

Either& Neither

Either Tom or his secretary have to attend the meeting.

Either Tom or his secretary has to attend the meeting.

Indefinite pronouns

Everyone are required to clock in before 9.00 A.M.

Everyone is required to clock in before 9.00 A.M

Relative pronouns

That Which Who Whom Whose

If both subjects are singular, the verb is singular.

We use a singular verb after an indefinite pronoun

The relative pronoun we use depends on what we are referring to and the type of relative clause.

Search “Relative pronouns - Cambridge Dictionary� for more details.

= people, animals or things = animals or objects = people *subject = people *object = possession

What Where When Why

= things = places = time = reasons

E.g.

The person which collects all receipts is Ms. Bella.

The person who collects all receipts is Ms. Bella.

Staff who the CEO has promoted are requested to be present at the HR department at 10 A.M.

Staff whom the CEO has promoted are requested to be present at the HR department at 10 A.M. 8 Chapter 2: Styles, language, linguistic features

Two complete sentences are connected without a proper transition or punctuation.

Run-on

E.g.

The invoice contains many incorrect data please correct it and resent it by this Friday.

The invoice contains many incorrect data. Please correct it and resent it by this Friday.

Fragment

Fragment is an incomplete sentence.

A complete sentence = S.+ V. + Complement + [Complete Thought]

E.g.

S. V. Com. A record of your work awards began when you were first hired in our company.

A record of your work awards begining when you were first hired in our company.

V. Com. S. The problem that we commonly find is late submission.

The problem that we commonly find.

Comma splice

When you join two independent clauses with a comma and no conjunction, it’s called a comma splice.

E.g.

This problem has happened for a year, I would like to fix it as soon as possible.

This problem has happened for a year. I would like to fix it as soon as possible.

This problem has happened for a year, so I would like to fix it as soon as possible.

This problem has happened for a year; I would like to fix it as soon as possible.

Make Separate Sentences Add a Conjunction Change the Comma to a Semicolon

9 Chapter 2: Styles, language, linguistic features

Chapter 3: Direct and indirect approach

“Communication - the human connection - is the key to personal and career sucess.”

-Paul J. Meyer

Direct approach

A directly stated approach is welcome in good news or routine messages since it is obvious that the readers are positively receptive with these kinds of messages.

Most of the communication used in the workplace is related to good news, neutral, and routine communication, so it is suitable and significant to use the direct approach.

E.g.

ws Ne e tiv ges osi a P Mess • granting favors

• approving credit

• making announcements

• acknowledging orders

• responding to requests for action/information

• giving favorable news about hiring

• writing positive recommendations

• responding to a written complaint

10 Chapter 3: Direct and indirect approach

The direct organization presents the purpose of the message in the first paragraph (sometimes the first sentence) and provides supporting details in the body.

E.g. of the first paragraph

It is our pleasure to inform you that you have been selected for the

scholarships of Foreign Fulbright Student Program.

You are invited to join the meeting on 14 May 2020 to discuss the sale strategies for the up coming Christmas festival 2020.

This is to request the information of Visual World project about your

software engineering programs.

Thank you for your enquiry of 25 February 2020 in which you asked about ‌

If we do not use the direct approach, the readers will have to spend a lot of time reading it which can cause productivity loss, time consuming and wasted cost.

Indirect approach

If the letter has a significant impact on the readers such as bad news, persuasive, or sales messages, you may need to use the indirect approach which makes the message more likely positive and encourages the reader to read all the content.

These types of messages usually make the audiences unwilling or unreceptive to read it.

Hence, it is best to lead up to the purpose gradually.

11 Chapter 3: Direct and indirect approach

E.g.

ws Ne e tiv ges ga Ne essa M

• refusals • sales

- requests refusals

• persuasive

- adjustment refusals

• invitation

- credit refusals

- order refusals

It is significant to start the letter with the buffer which contains neutral or positive information to grab their attention before breaking the bad news or stating the purpose.

What is a buffer statement?

It is a statement used in the first part of a negative news message to provide neutral or positive information. The buffer sets the tone and often serves as a cushion for the information to come.

It is important that the buffer not be overly positive because this can mislead or set up the reader to expect a positive news message instead.

E.g.

Request Refusal

Buffer

We appreciate your effort in submitting the requesting letter for the provided financial help from the government during the pandemic of Covid-19. After reviewing your letter, we feel sorry and respect your patient.

Unfortunately, we are unable to give you the financial help for 5,000BHT from the government. While we really wish that we can give to all

people, we have already run out of the budget.

If the bad news comes first, many readers might not want to continue reading the

letter, and the chance to make a positive impression and explain your details might be lost.

Therefore, obviously, the indirect approach can help encourage readers to read the

whole letter.

12 Chapter 3: Direct and indirect approach

Chapter 4: Elements of the business letters

“The quality of one's life depends on the quality of attention.

Whatever you pay attention to will grow more important in your life.”

- Deepak Chopra -

The elements of business letters contain 2 subtypes:

essential elements optional elements

Essential Elements

1

Letterhead & Sender’s address

2

Date

3

Inside address

4

Salutation

5

Letter body

6

Complimentary close

7

Signature block 13 Chapter 4: Elements of business letter

1

Letterhead & Sender’s address Includes the logo, address, and contact information of the sender

Letterhead

Address & Contact Info.

Letterhead

Address & Contact Info.

If there is no letterhead, it will be the address of the sender instead.

Sender’s address

When the recipient wants to send a response to your letter, this heading is also the return address.

14 Chapter 4: Elements of business letter

2

Date

The letterhead and address is followed by the date the letter is sent (separated by 1 space). The abbreviation of the date (-th,-nd,-st) is optional.

Date

Date

The correct format for the date writing is “19 April, 2020” which is the British English style, and “April 19, 2020 ” is the American English style.

3

Inside address

Inside address is the receiver’s address. It comes with the name with a courtesy title (If you know it) & the address of the recipient.

Name Courtesy title

Mr. Jessan Jaiem M. Turno, President Mars Home Appliances, Inc. 456 San Antonio St. San Juan, Metro Manila

Address

15 Chapter 4: Elements of business letter

Name

Courtesy title

Address

Name Address

How you address the name of the recipient affects greatly on how you write the salutation.

4

Salutation If you write to one person and you know his/her name

E.g.

Dear + a courtesy title + the last name

Dear Mr. James, Dear Ms. Lawson, Dear Dr. Smith, Dear Professor Callen, 16 Chapter 4: Elements of business letter

If you write to more than one person or you don’t know the receiver’s name

Dear Sir,

Dear Sir or Madam,

Dear Sir / Madam,

Dear Madam,

Dear Sirs and Madams, Ladies and Gentlemen,

To whom it may concern,

Salutation

Salutation

If you’re not sure the receiver is male or female, writing only the person’s first name such as Dear Johann, is acceptable.

Moreover, the salutation always ends with a comma or colon.

17 Chapter 4: Elements of business letter

5

Letter body

The body of the letter is commonly divided into 3 parts:

Introduction / Opening

The middle / Body

Conclusion / Closing

However, it does not need to be 3 paragraphs.

The number of paragraphs can be adjusted.

Parts of the body of the letter

Introduction / Opening

The number of the paragraph (in common)

1

1 or more The middle / Body

Conclusion / Closing

( if there are many information or topics )

1

Contents

Thank you Making reference Stating the purpose(s)

Giving details Asking questions Answering questions

Thank you agian Calling for the action(s) Goodwill Encouraging further business

18 Chapter 4: Elements of business letter

Thank you

Make reference

Answer a question

Give details

Call for actions

Encourage further business End with goodwill

Thank you

Answer a question

Make reference

Give Details

Encourage further business End with goodwill

19 Chapter 4: Elements of business letter

6

Complimentary close

The complimentary close is a short and polite remark that ends your letter.

The letter begins with a personal name e.g. Dear Mr. James, Yours sincerely,

Formal complimentary close

The letter doesn’t state the receiver’s name Yours faithfully,

Less formal complimentary close

Yours sincerely,

Best regards,

Sincerely yours,

Cordially,

Yours faithfully,

With thanks,

Faithfully yours,

Best,

Complimentary close

All forms of the complimentary close have to be followed by a comma.

20 Chapter 4: Elements of business letter

7

Signature block

A signature block is the details surrounding the signature that gives that signature context and provides additional information.

Signature Block Format

Signature Typed name (Courtesy titles not needed except for academic or medical titles) Job title

Signature Typed name Job title

Signature

Typed name

KEY

TAKEAWAY

Esq. is a title appended to a lawyer's surname.

21 Chapter 4: Elements of business letter

Optional Elements 1 2 3 4

1

Reference line 5

Enclosure(s)

6

Carbon copy (CC)

7

Post script (PS)

Attention line Subject line Identification initials

Reference line

It is often quoted to indicate what the letter refers to or system of tracking letters such as department codes/numbers. The position is below the date. If you’re replying to a letter, refer to it here

Re: Job #625-01 Re: Your letter dated 1/1/2020 Re: Complaint regarding invoice number 8864 Re: 611/17 611 – number of letter, 17 = number of the department

le xamp For e If a job advertisement states that “In your letter, please note you are applying to job number 4537893.”

You will use the reference line to note the job reference number 22 Chapter 4: Elements of business letter

2

Attention line

Attention line is used when a letter is addressed to a company in general, but you want to direct the letter to the attention of a specific person or group within the company. The position is below the inside address.

BearBrownieee Ltd 333 M-Sqaure Buliding Maesai city, Chiangrai 57100

C.B. Enterprises Rm. 123 C.B. Building Cruz St. Makati City Attention: Mr. George Mata Ladies and Gentlemen:

For the attention of the Sales Manager Dear Sir or Madam:

You can put the attention line only when the recipient’s name is not mentioned in the inside address section If you type the person’s name in the inside address, skip this.

3

Subject line

The subject line is used to specify the subject or topic of the letter. It is usually put either in all capital letters or boldface. It must be concise in one line and not be a full sentence. The position of it is below the salutation.

BearBrownieee Ltd 333 M-Sqaure Buliding Maesai city, Chiangrai 57100 For the attention of the Sales Manager

C.B. Enterprises Rm. 123 C.B. Building Cruz St. Makati City

Attention: Mr. George Mata

Dear Sir or Madam:

Ladies and Gentlemen:

SUBJECT: JOB INQUIRY

Non-payment of invoice 322/17

The Subjesct line is not used in personal correspondence where the subject is usually referred to in the first paragraph.

Moreover, you may consider its necessity again if you already have a reference line.

23 Chapter 4: Elements of business letter

4

Identification initials

If someone typed the letter for you (like when a secretary normally types letters for his/her boss), he or she would include three of your initials in all capital letters, and then two initials of his or hers in the lowercase characters. The position of this element is below the signature block. le xamp e r o F

Yours sincerely,

Howard Lindham

Boss: Howard Kenneth Lindham Secretary: Mary Raynor

Howard Lindham Director HKL/mr

If you typed your own letter, just skip it since your name is already in the signature block.

5

Enclosure(s)

The enclosure line tells the reader to look at some items attached with the letter in the same envelope. It is normally placed on the left below the identification initials.

The enclosure formats are various as shown below.

The enclosure formatsare various.

Enclosure Enc. enc.

Enclosures (2) Enc. 2 Enclosure: Graduate Catalog Enclosures:

1. Tentative program

2. Application form

For exa mp le

Yours sincerely,

Howard Lindham

Howard Lindham Director HKL/mr Enclosure: April Catalog

24 Chapter 4: Elements of business letter

6

Carbon copy (CC)

CC is used when you want to send duplicate copies of the letter to other people.

It includes names of people whom you distribute copies, sometimes you could include their addresses too. The position of it is at the end of the letter after the enclosure.

Yours sincerely,

For exa mp le

Howard Lindham

Howard Lindham Director

HKL/mr Enclosure: April Catalog CC: Larry Dominick Patricia Great

Some companies start using 'PC' instead of 'CC' ('PC' stands for photocopy), since carbon paper is on the way of disappearing.

7

Post script (PS)

It is the line for an essential message that you forget to include it in the body letter.

The position is below the CC. Yours sincerely,

Howard Lindham

Howard Lindham Director For example

HKL/mr Enclosure: April Catalog CC: Larry Dominick Patricia Great PS: My assiatant already booked the conference room No.163 for our upcoming meeting.

25 Chapter 4: Elements of business letter

Chapter 5: Business letter Formats

“The key to success is often the ability to adapt.”

-Confucius-

There are three common styles or formats of business letters:

full blocked

“

blocked

modified block

In fact, different organizations have different format requirements for their professional communication.

Therefore, when writing business letters, you must pay special attention to the format requirement.

” 26

Chapter 5: Business letter Formats

Full Blocked Format

The FULL BLOCKED format is the most common layout of a business letter.

Using this format, every line is left aligned and single spaced and there is an one line space between paragraphs.

full blocked

27 Chapter 5: Business letter Formats

Blocked Format

Another widely utilized format is known as BLOCK format.

In this type, the body of the letter and the sender’s and recipient’s addresses are left justified and single-spaced.

However, for the date and closing, tab to the center point and begin to type.

blocked

28 Chapter 5: Business letter Formats

Modified Block Format

The final and least used style is MODIFIED BLOCK format.

It is much like the BLOCK format except that each paragraph is indented instead of left justified.

modified block

29 Chapter 5: Business letter Formats

Chapter 6: How to write business letters

“You can have brilliant ideas, but if you can't get them across, your ideas won't get you anywhere.�

- Lee lacocca -

There are many types of business letters, but in this book, we are proud to guide you how to write 8 types of them.

1

Enquiry

2

Replying Enquiry

3

Invitation

4

Acceptance

5

Refusal

6

Persuasive orrespondence

7

Complaint

8

Adjustment (admitting & not admitting)

30 Chapter 6: How to write business letters

1

Enquiry

What is an enquiry letter?

The enquiry is a letter that is written to ask for details or explanation of something, especially of a product or service.

Structure Opening

Introducing yourself or your organization

Making reference (How you know the product, service or etc.)

Stating your request(s) Body

Asking for what you would like (catalogue, payment method,

details or etc. ) Closing

Expressing appreciation

Encouraging for a prompt reply

Encouraging for further business

Useful phrases

I am writing to ask about ___ I would like some information about ____ I would like to know ____ I have read the advert and I am not sure if _____ Could you send me _____ ?

I would appreciate it if ____ I look forward to _____ I would be grateful for an early reply.

I look forward to doing business with you.

31

Chapter 6: How to write business letters

Dos

Don’ts

Give a clear and correct contact information

Mention irrelevant information about

Request with politeness

yourself or your organization (experience,

Avoid asking for the information that can be

education, or skills)

easily found on the Internet

State the due date of the reply

Request things that they cannot do or do

with the difficulty

Letter for Product Enquiry

.

E.g

Stating the request Introducing the organization

Making reference

Asking for what you would like Encouraging further business Expressing appreciation

(2020). Retrieved 9 May 2020, from https://www.hse.ru/data/2012/12/17/1300886830/a%20business%20letter%202.pdf

32

Chapter 6: How to write business letters

Letter for Job Enquiry

.

E.g

Day Wick Company 30 Soi 23,Sukhumvit Road, Bangkok 10110 Tel.023917860 February 19, 2020 Shiny House Ltd. 99/9 Samwatawantok Klongsamwa Bangkok, 10510 Thailand To whom it may concern, Subject: Enquiry for the Joss House I am the CEO of Day Wick Company, a convenience store chain which has more than 20,000 stores. As I am impressed by your advertisement for the joss house in Spirit & Destiny magazine, I would like to know more details about your products.

Could you please send your current catalogue and price list, and the payment method to me?

Also, please inform me about how and when the good can be transported. Moreover, we would like to know if you offer a quantity discount since we intend to place a substantial order.

I would appreciate your prompt reply.

Your faithfully,

Day Wick The Chief Executive Officer

33 Chapter 6: How to write business letters

2

Replying Enquiry

What is a replying enquiry letter?

The replying enquiry are the letter written to reply to the enquiries that are sent to ask about something.

Structure Opening

Thanking for the enquiry

Making the reference (the date of the customer’s letter) Body

Stating whether you can or cannot do as requested (answering questions)

If you cannot, offer the similar product or alternative choice Closing

Thanking again

Expressing appreciation for other enquiries

Encouraging further business

Useful phrases

Thank you for your enquiry of _____ in which you asked about ____ I have received your letter of _____ requesting information about _____ Thank you for your letter of _____ regarding / concerning / in connection with _____ _____ seems to suit you better although _____ I recommend this item since _____ I hope this suggestion/information will be useful to you.

I look forward to receiving your confirmation of _____ Please feel free to contact me again if you have any further queries (on _____) 34 Chapter 6: How to write business letters

Dos

Don’ts

Reply as soon as possible

State just you cannot do as requested

Answer every questions

excluding offering alternative choice

Give information that is clear and correct

Blame customers on asking nonsense

Reply with only asked information

Letter for Replying to Product Enquiry

.

E.g

Making reference Thanking

Answering questions Expressing appreciation for other enquiries Thanking again

Encouraging further business

Iyey, R. (2020). INQUIRY & REPLYING INQUIRY LETTER. Retrieved 6 May 2020, from https://reynaldiskom. wordpress.com/2016/12/26/inquiry-replying-inquiry-letter/

35 Chapter 6: How to write business letters

Letter for Replying to Product Enquiry

.

E.g

Shiny House Ltd. 99/9 Samwatawantok Klongsamwa Bangkok, 10510 Thailand February 22, 2020 Day Wick Company 30 Soi 23, Sukhumvit Road, Bangkok 10110 Tel. 023917860 To Mr. Wick Thank you for your inquiry of February 22, 2020, in which you ask about our joss house. W ​ e have enclosed our catalog quoting the most competitive price for you.

We usually offer 5% discount for quantities up to 100 and 10% discount for quantities over 100.

For the payment method, we allow only advance payment and our payment details are also enclosed. Our product can be transported by our company’s trucks and delivered within 10 days after the payment.

Once again, we would like to thank you for writing. We would welcome any further questions you might have and can assure you that your order will be dealt with promptly.

Sincerely yours,

Sirinapa

Sirinapa Jeamwarakul The Chief Executive Officer

36 Chapter 6: How to write business letters

3

Invitation What is an invitation letter?

The invitation letter is the letter of a formal request for an individual, a group of people or an organization to join a particular event, visit a showroom or company, or attend the meeting.

Structure

Opening Announce the occasion of the invitation (the title or type of the event that will be held) Introduce yourself or your organization State date , time and place of the event

Body State the clear details and the necessary information of the event such as

what the event is mainly about, dress code, or rules Describe the the reason why the reader is important for attending the event Explain the benefits if the reader comes to the event

Closing

Express your hope and appreciate to the reader

Encourage for further business

Useful phrases

Our company will be honored to have you as a guest ___ Would you like to join the event that will be held ____ It would be our pleasure if you would come ____ I will be happy if you come to ____ On behalf of the company, we would like to invite you ____ Thank you for your consideration.

We sincerely hope that you will accept our invitation.

We look forward to your presence.

37 Chapter 6: How to write business letters

Dos

Don’ts

Leave out Information

Leave invitations to the last minute

Be consistent with wording

Send the invite out in time (give them

enough time to plan accordingly)

Ensure that you provide enough information

Letter for Event Invitation

.

E.g

Introduce your organization

Announce the occasion of the invitation State date , time and place of the event

State the clear details and the necessary information of the event Describe the the reason why the reader is important Explain the benefits if the reader comes to the event Express your hope and appreciate to the reader

Pharm.D.Spec, M. L. (2018, October 15). Luisetto m invitation letter international conference on clinical and... Retrieved from https://www. slideshare.net/MLuisettoWebsiteFARM/luisetto-m-invitation-letter-international-conference-on-clinical-and-microbiology-2019-rome

38 Chapter 6: How to write business letters

Letter for Event Invitation

.

E.g

Mae Fah Luang University, Alumni Association 333 M.1, Thasud subdistrict, Mueng Chiang Rai 57100 1st March 2020 Mr. Rattanun Khoiewmeechaikasem 324/191 Pinklao-Nakorn Chaisi Rd., Chim Plee, Taling Chan Bangkok 10240

Dear Mr. Khoiewmeechaikasem, The School of Liberal Arts, Mae Fah Luang alumni association has a great pleasure to invite you to the 3rd alumni meet on Sunday, 5th April 2020.

The event will start around 7 PM at rooftop of M-square building near the guardhouse. You could enjoy complimentary food and beverages as well as the show from the students of the School of Liberal Arts.

We are looking forward to your presence.

Sincerely,

Jiraporn Intrasai The Dean of School of Liberal Arts

39 Chapter 6: How to write business letters

4

Acceptance

What is an acceptance letter?

The acceptance letter is the letter that we write officially or informally in terms of accepting a job, invitation, resignation, gift, honor, and other special situation.

Structure Opening

Start with a note of thank for the invitation

Provide confirmation by using the direct approach Body

Express your expectation, appreciation, and excitement about

the success of the event

Ask for more details, if needed, such as location, and dress code Closing

Thank again

End with the polite and friendly ending signaling that you are

exited to attend the event

Useful phrases

Thank you very much for inviting I am very much glad to accept ___ I will surely____ PTT company accepts with pleasure____ ______ appreciate the invitation to ______ are honored to accept I am very pleased to accept We are delighted to accept ______ gratefully accepts 40 Chapter 6: How to write business letters

Dos

Don’ts

Be thankful

Be complicated

Be clear in writing

Ignore expressing thankfulness

Send the confirmation as soon as possible

Letter for Accepting Job Offer

.

E.g

Provide confirmation by using the direct approach

a note of thank

Thank again End with the polite and friendly ending signaling that you are exited to attend the event

Mazya. (2019, October 25). Mazya. Retrieved April 25, 2020, from https://moussyusa.com/job-acceptance-letter/

41

Chapter 6: How to write business letters

Letter for Accepting Event Invitation

.

E.g

Day Wick Company 30 soi 23, Sukumvit road, Bangkok 10110 August 15, 2013 Mr. Thomas Mint Home Pro Ltd., 31 Pracha Chuen Rd, Tambon Bang Khen, Nonthaburi 11000

Dear Mr. Mint, Thank you so much for inviting me to the Home Style and DĂŠcor Exhibition. I gladly accept your invitation and I will surely be attending this event.

I am very excited as I am seeking for new decorations for my new office and I am looking forward to seeing you.

Sincerely yours,

Day Wick Chief Executive Officer

42 Chapter 6: How to write business letters

5

Refusal What is a refusal letter?

A refusal letter is a negative response to either general invitations or a job offer.

Its objective is to notify the reader of a decision to decline by using the indirect approach.

Structure

Opening Open with a buffer stating the appreciation for invitation and be neutral

Body

Explain logically by presenting convincing reason(s) why you need to refuse

and be positive

Provide the constructive follow-up: provide an alternative solution Closing

End with the friendly goodwill: stay off the negative subject,

must be warm and optimistic

Useful phrases

Thank you for inviting us to ___ I really appreciate your ___ Unfortunately, I will not be able to help I am sorry to inform you that____ We regret to inform that _____ I wish you will contact me to ____ another time Thank you again for your interest I appreciate your interest and invitation.

43 Chapter 6: How to write business letters

Dos

Don’ts

Be polite and gentle on your letter

Let the invitation sender know as soon as

Express your gratitude

Provide alternative choices for the invitation

the invitation

sender

Ignore expressing thankfulness

you realize you do not want to accept

Letter for Product Transportation Refusal

.

E.g

Open with a buffer stating the appreciation

Explain logically by presenting convincing reason(s) why you need to refuse

End with the friendly goodwill

Order Refusal Letter Sample. (2020). Retrieved 5 May 2020, from http://www.businesscommunicationarticles.com/order-refusal-letter-sample/

44 Chapter 6: How to write business letters

Letter for Event Invitation Refusal

.

E.g

Drama Association of Thailand 718 Sathorn Building Bangkok 10050 15 December 2017

Mr. Manop Trirat President The English Club Mae Fah Luang University Chiang Rai 57100 Dear Mr. Manop, Thank you for inviting me to give a lecture at your university. I really appreciate your thoughtfulness, but unfortunately, I am unable to give a lecture at your university since I have already accepted the invitation to be a visiting scholar in residence at the University of Peking for the coming year.

Please be assured that I am very interested to give a lecture at your university. I will be available in January If you are looking for a lecturer at that time.

Once again, thank you for your interest and invitation.

Yours sincerely, Eugene Clarke Eugene Clarke

45 Chapter 6: How to write business letters

6

Persuasive correspondence What is a persuasive correspondence letter?

A persuasive message is a request for actions when you believe that the receiver may be unaware, disinterested or unwilling.

Additionally, it can be a communication trying to changethe opinion of the receiver.

Structure Opening

Attract the reader’s attention by giving an interesting statistic,

posing a question, stating an example, or illustrating the issue

with a story Body

Give the reader necessary facts and information

State your request

Explain what benefits will result

Make it easy for your reader to reply or act on your request Closing

Motivate your reader to act on your request

You may repeat the importance of the correspondence.

Useful phrases

I am writing in order to___ We cannot do it without your____ We can solve this by_____ I believe that_____ It is obvious that _____ For the reasons above, there is no doubt that I would be grateful if you_________ An early response would be greatly appreciated.

Grab their attention immediately and maintain it by using the indirect approach

46

Chapter 6: How to write business letters

Dos

Don’ts

If possible, use the pronoun “we” instead of “I”

Threaten the reader(s)

Support with facts and opinions

Force the reader(s) to agree or do as

State what is the benefits the recipient

persuaded

will recieve from the correspondence

Use Bandwagon persuasion that means to

do what everyone else is doing

Letter to Persuade for the Organization Correspondence

.

E.g

llustrating the issue with a story

Give necessary facts or information

state your request

Motivate your reader to act on your request

Linda. (2020). Persuasive Letter. Retrieved 6 May 2020, from https://www.slideshare.net/Linda92277/persuasive-letter-11782934

repeat the importance of the correspondence.

47 Chapter 6: How to write business letters

Letter to Ask for Sponsorship

.

E.g

School of Liberal Arts, Mae Fah Luang University 333 Moo 1 Tasud Sub District, Muang District, Chiang Rai 57100 Tel: +66 53 916 722 Fax: +66 53 916 723 Email: ​liberal-arts@mfu.ac.th

25 March 2020 Mr. Vicha Poolvaraluk Major Cineplex Chiang Rai 99/9 Moo.13 CentralPlaza Chiangrai (3rd Fl.) Phahonyothin Rd, Robwiang subdistrict Chiangrai, Thailand 57000 Dear Mr. Poolvaraluk, Subject: Request for Sponsorship of the 17th Liberal Arts Show We recognize that Major Cineplex is the point of attention for people who want to spend their leisure time watching various types of interesting movies. It is very obvious that your company is popular and beloved by people in every generation. Also, Major Cineplex has been providing the corporate social and environment responsibility continuously such as establishing a charity organization named “Major Care Foundation” and donating for education to Thai Rath Foundation.

The Liberal Arts show is the annual show created by students and lecturers of the school of Liberal Arts in order to show our performance in various fields including dancing, singing, and acting. As we look forward to the success of this event, we cannot do so without the help of kindhearted and involved companies like yours. Therefore, as gratitude for your sponsorship, Major Cineplex’s logo will be presented on every poster and ads of our show which will be published in both online and printed versions. Also, your company will be mentioned for a 20-second long in the advertisement slot before the show begins, and a 4-square-meter area in front of the theater will be prepared for your booth.

The 17th Liberal Arts show will be held on 19 August 2020 at C4 auditorium inside Mae Fah Luang University. The audiences of this event would be MFU students, lecturers and officers, and the outside audiences. It means that our show is one of the attractive choices to advertise your company. More importantly, your generous support is meaningful to our show since this event might not successfully happen if we do not have the adequate budget.

Your acceptance will provide a great opportunity for you to expand the customer segment, and a chance for us to make this show memorable. We are looking forward to hearing your acceptance that surely brings success to this show. Please send your response email by 25 April 2020.

Best regards,

Jiraporn Intrasai Dean of School of Liberal Arts

48 Chapter 6: How to write business letters

7

Complaint

What is a complaint letter?

A complaint letter is written to point out the found problem(s) and ask for the explanation and sometimes for adjustments.

Struture

Opening Make a reference (the product or service that you found the problem)

Body

Explain the details of the problem

Ask for the solution or adjustment

Warn the person or company you complain Closing

State thankfulness and the hope for a reply or an adjustment

Useful phrases

I am writing to complain about ______ I am writing to you in connection with ______ I feel you are partly responsible for ______ I feel you have a responsibility to ______ I would like (a full refund) ______ At the very least, I look forward to receiving ______ I hope this matter will be resolved as soon as possible.

I trust that the situation will improve.

I look forward to receiving your explanation/ adjustment.

49 Chapter 6: How to write business letters

Dos

Don’ts

Focus on the problem instead of people

Even the problem is serious, do not be rude

Give the relevant information such as the

and agressive

date, time, and place that the problem

Complain about the personal

occurs

problem that many people do not mind

Give some evidence if it is possible

Make threats

Letter for Product Delivery Complaint

.

E.g

Make a reference

Explain the details of the problem

State the hope for a reply or an adjustment

50 (2020). Retrieved 7 May 2020, from https://brainly.in/question/2876494

Chapter 6: How to write business letters

Letter for Invoice Complaint

.

E.g

IT Services PLC, King Street, London W8 2MC Tel. +44(0) 20 7946 0341 23 December 2020 Mrs. Beatrice Grevon Account Department Excel Stationers Ltd 28 Langley Estate Templetown London WC3 7AL Dear Mrs. Grevon, Subject : Invoice No. 3910 I am writing to you to complain about the incorrect invoice No. 3910.

We found mistakes on prices of the stationary. The price of 12 items of writing pads should be £33.6, 2 boxes of 'Stylo' pens should be £4.5, and 8 reams of the multi-purpose paper should cost £31.2 (£2 lost). Therefore, the total price must be £86.9, not £89.60.

We would like to inform you that we will settle the account only when we receive the corrected invoice. Also, we would like to make it clear this kind of mistake has happened several times, and we might have to consider a new supplier if it occurs again.

A copy of the invoice with the errors highlighted is enclosed with this letter.We would appreciate receiving the corrected invoice before 30 December 2020.

Sincerely yours,

Day Wick Purchasing Manager

51 Chapter 6: How to write business letters

8

Adjustment (admitting & not admitting)

What is an adjustment letter?

An adjustment letter is a letter that is written to reply to a complaint letter that the mentioned error or fault is admitted or not admitted.

Struture Opening

Thank you for writing

Acknowledge the complaint Body N O T A D M I T

Explain the problem Explain your perspective on the situation Explain why adjustment will not be granted Show sympathy Offer advice (optional)

A Explain what caused the D M Apologize I T State the adjustment(s)

mistakes

Closing

State that you understand what he/she feels

End with the goodwill

Useful phrases We sincerely apologize for _____ Please accept our apologies for _____ We agree that _____ The error was caused by _____ Apparently, the problem resulted from _____ We will investigate the cause of _____ We have modified/changed _____ To prevent re-occurrences, we _____ As a gesture of our regret, we are prepared to

We are willing to _____ I regret to inform you that _____ I am afraid that _____ Unfortunately, I must point out that _____ We assure you that this will not happen again.

Thank you for taking the time to write to us.

We look forward to receiving your further orders and assure you that they will be filled correctly / promptly.

52 Chapter 6: How to write business letters

Dos

Don’ts

Reply as soon as possible

Write in a positive tone

Promise the client to do what is impossible

Focus on the relevant and specific facts

Try to make excuses

rather than emotions

Show that your company takes it seriously.

Blame the customer although the fault is not yours

Letter Order Adjustment (Admitting)

.

E.g

Acknowledge the complaint

Explain what caused the mistakes

State the adjustment(s)

End with the goodwill State that you understand what the reader feels

English Language Centre. (2020). Retrieved 8 May 2020, from https://elc.polyu.edu.hk/cill/eiw/adjustmentletters.aspx

53

Chapter 6: How to write business letters

Letter Order Adjustment (Not Admitting)

.

E.g

Thompson Agriculture Company, 55 Logan Terrace, Detroit, MI 48236.

20 April, 2020 Ms. Royce Claude The Purchasing Manager of Aisle Products Line, 122 Park Avenue, Detroit, MI 48236 Dear Ms. Claude, Thank you for your letter in which you complain about the poor growth of the bought flower seeds and request a refund for it. We appreciate the opportunity to respond to your observation.

I would like to inform you that our seeds commonly have good conditions for planting. Furthermore, normally, we always offer a full refund if there are some problems from the seeds bought no longer than 6 months from the date of purchase as stated on every packet. As much as we would like to refund your purchase of $1,300 as you requested, Ms. Claude, we regret that we cannot since we have checked your payment details of those seeds and found that your request does not follow the conditions stated.

Thank you for letting us hear from you so that we could explain our situation to you.

Sincerely yours,

Mr. Paul Harvy The General Manager

54 Chapter 6: How to write business letters

Editorial Note Ultimately, we would like to point out that different organizations have different format requirements for their professional communication.

All details and examples provided in this book is just useful guidance for writing the basic business letters.

The content of guidance may not effective for everybody or purposes. You need to analyze the situation or context and apply the guidance appropriately.

Please keep in mind that your writing reflects who you are, and “The power of written words can make your writing stand out from others.”

m a e t l a i r o - edit

EDITORS

MS. RAKSANALEE PAJJUSANON 6031006183 MR. RATTANUN KEAWMEECHAIKASEM 6031006185 MS. SIRINAPA JEAMWARAKUL 6031006205 MS. PIMPICHAYA RATTANAKACHIN 6031006265 MR. PAMON GLAPAJON 6031006268

ADVISOR

AJ. MEENTRA TAMMA

BASIC BUSINESS WRITING

SECTION 2 (2/2019) 55 Editorial Note

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M A E FA H L U A N G U N I V E R S I T Y

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