Business correspondence Social correspondence Letters of complaint and apologies
Goodwill Letters Step 1: state your purpose. Step 2: give the details or background information for the first part. Step 3: summary, reminding the recipient of the general nature of the letter.
How to write an invitation letter: • The tone of an invitation should be always positive. • Extend the invitation, naming the event and including the date, time, and place. • Indicate if a gift is not expected if the event is a retirement, an anniversary, or a reception. If a gift is welcome, it is usually best to say nothing, except in the case of bridal or baby showers. • Indicate the appropriate dress, if there is any reason for question. • Express anticipation. • Ask for a response by a specific date. • Try to send your invitation letter two weeks or more in advance.
Be sure your invitation letter includes: • The name of the person sponsoring the event Exactly who is invited (can someone bring a guest, spouse, child? ) • What type of social event is being held • The date, address, and time of the event • Directions or a simple map if the location may be difficult to find • What type of dress is appropriate or preferred • The phone number and deadline to reply; precede these facts with “RSVP” (French abbreviation for “please reply”).
Mr & Mrs J. Wallacerequest the pleasure of the company of Jonathan Johnson on the occasion of the 21 st Birthday of their son, Richard at the Nova Hotel on Friday, 18 th March 2009 Evening dress RSVP 5 Bruntsfield Cresent Edinbourgh EH 10 4 EZ (0131) 4476437 7. 30 pm Lounge suit Carriage 12. 30
Erskins and Co. 985 Washington • Boise, ID 83805 555 -8800 October 1, 20 XX Carmen and Ted Schmitt 800 Lander Lane Meridian, ID 83642 Dear Mr. and Mrs. Schmitt: You are cordially invited to a formal dinner in honor of Samuel Whitters on October 21, 20 XX, at 8 p. m. at the Boise Hilton. Mrs. Schmitt, as you are an associate of Mr. Whitters, we would like you to speak briefly about his work in the lumber industry. If this is possible, please let me know within the next week. Please note that this is a black-tie event. RSVP with the names of those attending by October 14. Sincerely yours, Signature John Randall III Chairman, Social Committee
Jonathan Johnson would like to thank Mr & Mrs J. Wallace for their kind invitation to celebrate Richard’s 21 st Birthday at the Nova Hotel on 18 th March, and is pleased to accept.
If you must decline to accept an offer, invitation, or gift, you should: • Be gracious, whatever the reason is that you must decline. • Thank the person for the invitation, offer, gift, suggestion, etc. • State clearly that you are unable to accept. • Briefly state the reason that you are unable to accept, if desired. • In closing, restate your appreciation for the person’s consideration.
Jonathan Johnson would like to thank Mr & Mrs J. Wallace for their kind invitation to celebrate Richard’s 21 st Birthday at the Nova Hotel on 18 th March, but regrets that he is unable to accept because of a prior engagement.
Congratulations Congratulate an employee, relative of an employee or business associate on an accomplishment August 13, 20 XX Dear Tim: Congratulations on your win in the Junior Division at the Tulsa Rodeo. To be able to win at such a young age is quite an accomplishment. I understand that not only did you win the Junior Division hands down but also came within points of the Senior Division winner. Your mom is so proud of you. Congratulations once again! Sincerely, Signature Karen R. Detweiler President, Wilson and Company 1515 W. 23 rd Avenue • Tulsa, OK 74103
Birthday Wishes This brief letter wishes someone (employee, relative of an employee, friend of the company, business associate) a happy birthday. May 25, 20 XX Garrett Montgomery 774 Rising Hill Rd. Lakeland, FL 32340 Dear Garrett: It’s your birthday again! Where has the time gone? We hope your birthday is a happy one. We appreciate your work here at Oglethorpe’s and Osman and hope that we enjoy many more birthdays together. Sincerely, Signature Lawrence Oglethorpe President, Oglethorpe’s and Osman
Illness — Hospital This letter offers sympathy for an employee who is hospitalized. January 10, 20 XX Dear Carl: I am sorry to hear that you have been hospitalized. I’m sure that the staff at Trinity General will take good care of you and get you on your way. Please call us if you have any questions regarding the company’s health insurance. Ft. Dodge Furnaces relies heavily on its employees and will feel your absence. I hope that you will recover quickly. We look forward to your return. Sincerely, Signature Ole Munson President Ft. Dodge Furnaces
Apology This is a formal apology. Such letters usually deal with social events. Trundle, Trundle and Smith P. O. Box 2290 • Frost, AZ 85603 December 1, 20 XX Dear Mr. and Mrs. Lambertson: Please accept my apologies for missing your Thanksgiving brunch on November 23. I hope my last-minute change of plans did not inconvenience you too much. As you know, I had planned on attending and was looking forward to it. However, my brother who lives in Boston, Georgia, had emergency bypass surgery, and his wife asked me to be with her. Had that not happened, naturally I would have been with you. Once again, I ask for your understanding in this matter and hope that my frantic, last-minute call to bow out was acceptable. Sincerely, Signature Thomas J. Trundle, Sr.
Thank You Letter to a Co-Worker (Personal) 12 March, 2008 Dear Jim, Thank you so much for arranging a birthday cake and flowers to be delivered to me. Arriving at work yesterday to a beautiful bouquet of tulips, following by an amazing chocolate cake that afternoon, made my birthday a real treat. I'm still smiling from the nice surprise! Thank you again, Lorraine
Thank You Letter to a Co-Worker (Business) 27 July, 2008 Dear Lorraine, As you probably know, we have just received word that 123 Accounting has chosen us to launch their new ad campaign. 123 Accounting is a company that I have hoped to work with for years, and I know that we would not have landed this account if it weren't for your diligent research and preparation before our pitch. Your work here at ABC Ads is always appreciated, but I wanted to thank you personally for all of the extra effort that you put into this project. 123 Accounting will now be one of our biggest clients and I am looking forward to working with you on this account in the future. Kindest Regards, Jim Smith
Letters of Condolence Step-by-Step Guide Step 1: The first part of the letter offers your condolences. Step 2: The second part of the letter, if possible, should reflect on the person who has died. (If you knew the person well, personal recollections are appropriate. If you did not know the person well or at all, this part is optional, although if you can relate this person’s life to your own in some way, you should include this part. ) Step 3: The last part of the letter offers further condolences or support.
On the Death of a Business Associate 573 Westdale Road • Santa Fe, NM 87505 October 6, 20 XX Dear Lou: I was shocked to hear of the death of your partner, Max Wassermann. Although I knew he was ill, I was still taken by surprise by his sudden passing. Max and I worked together at the old Cramer’s Store in downtown Santa Fe when we first arrived here in 1934. I will never forget his immense capacity for helping other people. I share your sorrow at this time. If there is any way that I can help, please let me know. Rest assured that your loss is all of Santa Fe’s loss. Sincerely,
The structure of a letter of complaint • Begin by regretting the need to complain. • Mention the inconvenience caused. • Explain what went wrong or you were dissatisfied. • Describe what action has been taken • Suggest how the matter can be put right or what your solution to the problem is. • Offer some kind of compensation • End with an appropriate comment.
Useful language Opening the letter • I am writing to complain about … • I am sorry to tell you that … • I am writing with reference to … Explain why you are dissatisfied • There seems to have been an error. • There appears to be a mistake / a misunderstanding. Requesting action • I would be glad if you would look into the matter. Suggesting action • The best solution would be to … • I’d like to suggest that …
The structure of a letter of adjustment or apologise • • Refer to the letter received Show understanding and sympathy Apologise Describe what action has been taken • Offer some kind of compensation • Apologise again
Useful language Show understanding and sympathy • • I am very sorry to hear that … I am sorry that you were … Apologise • I would like to apologise for the inconvenience you suffered. • I would like to apologise for the problems you experienced. • Please accept our sincere apologies. Indicating action • I have looked into the matter. • I have checked with the staff involved. Offering compensation • To compensate you for the inconvenience, we would like to offer you … Ending the letter • • Thank you for bringing this matter to my attention. Once again, my apologies for the inconvenience caused. We very much regret the embarrassment / annoyance you experienced. I very much hope that you will continue to use our company in the future.
Dear Sig. Causio Our Order No. 14478 I am writing to you to complain about the shipment of sweaters we received yesterday against the above order. The boxes in which the sweaters were packet were damaged, and looked as if they had been broken open in transit. From your invoice No. 18871 we estimate that thirty garments have been stolen, to the value of £ 550. 00. Because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be as new articles in our shops. As the sale was on a CIF basis and the forwarding company were your agents, we suggest you contact with regard to compensation. You will find a list of the damaged and missing articles enclosed, and the consingnment will be put to one side until we receive your instructions. Yours sincerely.
Dear Ms Crane Thank you for informing us about damage to our consignment (Inv. No. 18871). From our previous transactions you will realize that this sort of problems is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you. Please would you return the whole consignment to us, postage and packing forward, and we will ask shipping company to inspect the damage so that they can arrange compensation. It is unlikely that our insurance company needs to be troubled with this case. If you want us to send you another shipment as per your order No. 14478, please let us know. We have the garments in stock and it would be no trouble to send them within the next fortnight. Yours sincerely
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