1. Why is correspondence essential?

Correspondence is essential in establishing and confirming transactions in commerce, it reflects you or your business.( Корреспонденция необходима для установления и подтверждения транзакций в торговле, она отражает вас или ваш бизнес.)

2. What are the purposes(цели) for writing business letters? purpose of writing is to communicate to a particular audience.

3. What strategies can be used to achieve your purpose?

Definition

• Illustration and Example

• Classification

• Comparison and Contrast

• Analysis

• Description

• Process Analysis

• Narration

• Cause/Effect Analysis

4. Why is it important to analyze the audience you are writing to? As a writer, you should anticipate the needs or expectations of your audience in order to convey information or argue for a particular claim. Your audience might be your instructor, classmates, the president of an organization, the staff of a management company, or any other number of possibilities. You need to know your audience before you start writing.

5. What categories of audience do you know? Can you characterize them?

Three categories of audience are the "lay" audience, the "managerial" audience, and the “experts”.

The "lay" audience has no special or expert knowledge

The "managerial” audience may or may have more knowledge than the lay audience about the subject, but they need knowledge so they can make a decision about the issue

The "experts" may be the most demanding audience in terms of knowledge, presentation, and graphics or visuals.

6. What are the main types of business letters? Characterize each of them.

Type	Purpose	Format	Points to Remember
Acknowledge–ment Letters	Letting someone know you have received something sent to you.	Short, polite note mentioning when the item arrived and express thanks.
Complaint Letters	Customers asking that certain situations should be corrected.	The opening includes all identifying data. The body explains logically and clearly what happened. Conclusion should be friendly and request action.	Be sure of your facts. Include copies of any support information. Avoid overtones of accusations.
Adjustment Letter	Response to a complaint letter	Open with whatever you believe the reader will consider good news. Explain what caused the problem. Explain specifically how you intend to make the adjustment. Express appreciation to the customer for calling your attention to the situation. Point out any steps you may be taking to prevent a recurrence. Close pleasantly. Avoid recalling the problem in your closing.	Tone is critical. Emphasize what you are doing to correct it. Explain company's policies. Avoid law admissible, condemning terms.
Application Letter	A sales letter, marketing your skills, abilities and knowledge.	Identify an employment area or state a specific job title. Point out your source of information about the job. Summarize your qualifications for the job, tailored to job requirements. Refer the reader to your resume. Ask for an interview, stating where you can be reached and when you will be available for an interview.	Catch the reader's favorable attention. Convince the reader you are qualified. Be sincere and honest. Don't duplicate the resume. Request an interview.
Acceptance Letters	Accepting a job offer	Accept the job; State the salary. Indicate moving and reporting for work dates Conclude stating that you are looking forward to working etc.
Resignation Letter		Start on a positive note. Explain why you are leaving in an objective and factual manner. Avoid recriminations. Give enough notice to allow for replacement. Close positively.	Don't burn bridges.
Type	Purpose	Format	Points to Remember
Reference Letters	Recommending someone for employment	Identify yourself: name, title or position, employer and address. State how long you have known the applicant and the circumstances of your acquaintance. Address specifically the applicant's skills, abilities, knowledge and personal characteristics in relation to the requested objective. Conclude with a statement of recommendation and a brief summary of the applicant's qualifications.	Be familiar with the applicant's abilities to offer an evaluation. Truthfully communicate that evaluation to the inquirer.
Inquiry Letters	To request assistance, information, or merchandise	Keep questions concise but specific and clear. Phrase questions so that the reader will know immediately what type of information you are seeking, why you are seeking it, and how you will use it. If possible, present your questions in a numbered list. Keep questions to a minimum Offer inducement for the reader to respond. Promise to keep responses confidential (where appropriate). Express appreciation.	Include the address to which the material is to be sent. Improve response by enclosing a stamped, self addressed return envelope.
Refusal Letters	Refuse some kind of request	A buffer beginning. A review of the facts. The bad news, based on the facts. A positive and pleasant closing.	Place yourself in the reader's position.

7. Make sure you know the difference in the meaning of the verbs: to inquire-, to ask for information: to require-, to need something or make something necessary: to request- the act of politely or officially asking for something:.

Can you name the components of a business letter?

1. Letterhead with the Sender’s or Return Address or Outside Address and the date

2. Inside Address

3. References

4. Attention Line / Private or Confidential

5. Salutation

6. Subject Line

7. Body

8. Complimentary Close

9. Signatures

10. Enclosure Lines

11. Copy Line

8 Why is it essential for business letters to have a rather strict format?

1. its format should allow readers to grasp information quickly

2. information should stand out to readers as they scan the document

3. it should be an effective way of communication

4. it shows your professionalism

9. What makes up the heading?

letterhead (contains type of company, board of directors, addresses)

date (should not be written in figures)

If correspondence does not have a printed letterhead, the sender’s address is written on the top right-hand side of the page.

9. How many pages could a business letter be? What pages can be printed on letterhead stationary? What is the layout for the subsequent pages?

Try to keep your letter to one page, but if your letter is longer, begin your continuation page 3 blank lines below the heading. Continuation page should include at least three lines of text, otherwise, evaluate the contents of previous pages.

Print only the first page of any letter on letterhead stationary, with subsequent pages on blank paper, with the heading:

Ms. Mary Brown

Page 2

February 24, 2007

Do not number the first page.

9. What does the letterhead consist of? What types of companies can you came across in the letterhead? How should you write dates?

Letterhead (contains type of company, board of directors, addresses).

Type of companies:

1. Ltd. (limited liability – private limited companies whose shares are not available; Inc. – in the USA)

2. PLC (Public Limited Company – its shares can be bought by the public)

3. & Co (partnership) with limited/unlimited liabilities

4. Son, Sons, Bros, Daughter (with limited/unlimited liabilities)

5. If the company is a joint stock company, the names of the directors will appear on the letterhead.

Date: The date is written below the sender's address, sometimes separated from it by a space. In the case of correspondence with a printed letterhead, it is also usually written on the right-hand side of the page.

9. What courtesy titles do you know? What other titles can you use to address the person you are writing to? f you know the surname of the person you are writing to, you write this on the first line of the address, preceded by a courtesy title and either the person's initial(s) or his/her first given name, e.g. Mr J.E. Smith or Mr John Smith, not Mr Smith.

10. What are the ways of addressing a letter? (when you know only the department, the company etc.)

a) Title known

If you do not know the name of the person you are writing to, you may know or be able to assume his/her title or position in the company, (e.g. The Sales Manager, The Finance Director), so that you can use it in the address.

b)Department known

Alternatively you can address your letter to a particular department of the company (e.g. The Sales Department, The Accounts Department).

c) Company only

Finally, if you know nothing about the company and do not want to make any assumptions about the person or department your letter should go to, you can simply address it to the company itself (e.g. SoundsonicLtd., Messrs Collier & Clerke & Co.).

9. What do we need references for? Is attention line optional or compulsory?

References are quoted to indicate what the letter refers to (Your Ref.) and the correspondence to refer to when replying (Our Ref.).

References may either appear in figures, e.g. 661/17 in which case 661 may refer to the chronological number of the letter and 17 to the number of the department, or, DS/MR, in which case DS stands for Donald Sampson, the writer, and MR for his secretary, Mary Raynor.

References – optional.

9. What is salutation followed by? When can we use the phrase “To Whom It May Concern”?

The salutation directly addresses the recipient of the letter and is followed by a colon (except when a friendly, familiar, sociable tone is intended, in which case a comma is used). Salutations add a personal touch to your letter.

9. What is the role of the subject line in a business letter?

This provides a further reference, saves introducing the subject in the first paragraph, immediately draws attention to the topic of the letter, and allows the writer to refer to it throughout the letter.

9. What are the paragraphs of a business letter? What does each of them serve for? Introductory paragraph., Main paragraph(s), Concluding paragraph(не пишу для чего они потому что я думаю все от себя скажут.)

What complimentary

18. What are the paragraphs of a business letter? What does each of them serve for?

The body of a business letter is typically single–spaced and has three paragraphs:

introductory (first) paragraph - The first sentence or paragraph of a letter is an important one since it sets the tone of the letter and gives your reader his first impression of you and your company. Generally speaking, in the first paragraph you will thank your correspondent for his letter (if replying to another one), introduce s if necessary, state the subject of the letter, and set out the purpose of the letter.

one or more main (middle) paragraphs - This is the main part of your letter and will concern the points that need to be made, answers you wish to give, or questions you want to ask.

concluding (final) paragraph - When closing the letter, you should thank the person for writing, if your letter is a reply and if you have not done so at the beginning. Encourage further enquiries or correspondence, and mention that you look forward to hearing from your correspondent soon.

19. What complimentary close can you use?

Yours faithfully, Yours sincerely,

20. What does a signature block include? What does p.P. Stand for?

Always type your name after your handwritten signature and your position in the firm after your typed signature. The term per pro (p.p.) is sometimes used in signatures and means for and on behalf of. Secretaries sometimes use p.p. when signing letters on behalf of their bosses.

21. What are the last two components of a business letter? What do the abbreviations cc: and bc: stand for?

Enclosure Lines/ Copy Line. cc: Stands for courtesy copies (formerly carbon copies). List the names of people to whom you distribute copies, in alphabetical order. If you do not want your reader to know about the other copies, type bc (blind copy) on the copies only, not the original.

22. What are the formats of business letters? What are the differences between them?

Full block format - The main characteristic of full block letters is that everything (except maybe a pre–printed letterhead) is flush with the left margin. Full block letters are a little more formal than modified block letters.

Modified block format - The main characteristic of modified block letters is that everything is flush with the left margin (except the sender’s address, date, references, complimentary close, signatures and your title).

Modified semi–block letters are the same as modified block letters, except the paragraphs are indented. Modified semi–block letters are a little less formal than full block letters.

23. Why do executives prefer written documents to other forms of communication?

Many executives still prefer a written document over other forms of communication, because the document can serve as a contract, the facts will be on record in writing, and executives do not have to rely on memory.

23. What are the main rules for successful business letter writing? Characterize each of them.

1. State the main business, purpose, or subject matter right away. When business people open a letter, their first concern is to know what the letter is about, what its purpose is, and why they must spend their time reading it. Avoid round–about beginnings. Example of how to avoid negative phrasing: "I am writing in response to your letter of July 24, 1997 in which you discuss problems you have had with an electronic spreadsheet purchased from our company." 2.If you are responding to a letter, identify that letter by its subject and date in the first paragraph or sentence. Busy recipients may not remember their letters to you. To avoid problems, identify the date and subject of the letter to which you respond: Dear Mr. Stout: I am writing in response to your September 1, 19XX letter in which you describe problems that.. 3.Keep the paragraphs of most business letters short. The paragraphs of business letters tend to be short, some only a sentence long. To enable the recipient to read your letters more rapidly and to comprehend and remember the important facts or ideas, create relatively short paragraphs of between three and eight lines long. In business letters, paragraphs that are made up of only a single sentence are common and perfectly acceptable.4."Compartmentalize" the contents of your letter. Study each paragraph of your letters for its purpose, content, or function. When you locate a paragraph that does more than one thing, consider splitting it into two paragraphs. If you discover two short separate paragraphs that do the same thing, consider joining them into one.5. Place important information strategically in business letters. Information in the first and last lines of paragraphs tends to be read and remembered better. Place important information in high–visibility points. For example, in application letters which must convince potential employers that you are right for a job, locate information on appealing qualities at the beginning or end of paragraphs for greater emphasis. Place less positive or detrimental information in less highly visible points in your business letters. If you have some difficult things to say, a good (and honest) strategy is to de–emphasize by placing them in areas of less emphasis.

6.Find positive ways to express bad news in your business letters. Often, business letters must convey bad news. To convey bad news positively, avoid such words as "cannot," "forbid," "fail," "impossible," "refuse," "prohibit," "restrict," and "deny" as much as possible. The first versions of the example sentences below are phrased in a rather cold and unfriendly negative manner; the second versions are much more positive, cordial and tactful; 7.Focus on the recipient's needs, purposes, or interests instead of your own. Even if you must talk about yourself in a business letter a great deal, do so in a way that relates your concerns to those of the recipient. This recipient–oriented style is often called the "you–attitude," which does not mean using more you's but making the recipient the main focus of the letter. 8.Give your business letter an "action ending" whenever appropriate. An "action–ending" makes clear what the writer of the letter expects the recipient to do and when. Ineffective conclusions to business letters often end with rather limp, noncommittal statements such as "Hope to hear from you soon" or "Let me know if I can be of any further assistance." Instead, or in addition, specify the action the recipient should take and the schedule for that action. 9.Length. Length will depend on the subject of the letter; it may be a simple subject, e.g. thanking a customer for a cheque, or quite complicated, e.g. explaining how a group insurance policy works. It is a question of how much information you put in the letter. Your style and the kind of language you use can also affect the length. The right length includes the right amount of information. The right length. Your letter should be neither too long nor too short. It is better to include too much information than too little. Your reader cannot read your mind. If you leave out vital information, he won't know what he wants to know, unless he writes back again and he may not bother to do that. The worst letter of all is the one that gives every piece of information about a product – except the price.10.Keep your sentence average length low. Sentence length is crucial to good writing. Almost everything written by good writers has an average sentence length of between 15 and 20 words. 12. Order and sequence.As well as containing the right amount of information, your letter should also make all the necessary points in a logical sequence, with each idea or piece of information linking up with the previous one in a pattern that can be followed. 13. Use active verbs rather than passive verbs. Using active verbs rather than passive verbs is the key to good writing. Because passive verbs are longwinded, ambiguous, impersonal and dull. Active verbs make your writing simpler, less formal, clearer and more precise. Example: P: It was agreed by the committee...A: The committee agreed...P: At the last meeting a report was made by the Secretary...A: At the last meeting the Secretary reported...14. Prepositions Special care should be taken when using prepositions.