BUSINESS LETTER
TUGAS MATA KULIAH
BUSINESS ENGLISH
Anggota:
1.
Danu Mardani (D1513014)
2.
Heni Rismawati (D1513042)
3.
Kasih Pudiya Novandi (D1513052)
4.
Nita Rahayu (D1513072)
5.
Nurul Haryanti (D1513076)
D3-MANAJEMEN
ADMINISTRASI (B)
FAKULTAS ILMU SOSIAL
DAN ILMU POLITIK
UNIVERSITAS
SEBELAS MARET
SURAKARTA
2014
A.
Understanding of Business Letter
Business letter is a form of written
communication within an organization or between two organization. It is
differentiated from a general letter by its layout and form which is well
established by conventation and practice.
A business letter is usually a letter from one company to another, or between such
organizations and their customers, clients and other external parties. The
overall style of letter depends on the relationship between the parties
concerned. Business letters can have many types of contents, for example to
request direct information or action from another party, to order supplies from
a supplier, to point out a mistake by the letter's recipient, to reply directly
to a request, to apologize for a wrong, or to convey goodwill. A business
letter is sometimes useful because it produces a permanent written record, and
may be taken more seriously by the recipient than other forms of communication
B.
Kinds of Business Letters
a.
Asking Letter
The simple request for information,
literatur, favors, appointments, reservation, and so on. Another type of asking
letter is written to order merchandise or service. It is commonly called an
order letter.
b.
Letters Answering Request
Just as a business firm often writes
letters asking for something from another organization, it also receives a
great many such letters.
Some letters answering requests are
not so easy to write. You may sometimes have to tell a customer that his order
will be delayed because the merchandise is out of stock, or you may have to
refuse a customer’s request for a special favor simply because you cannot
possibly grant it. These letters require the utmost tact and courtesy.
Letters answering requests give the
letter writer one of his best opportunities for making friends and building
goodwill. They are, therefore, among the most important communications in
business.
c.
Claim Letters
A persuasive letter sent by a customer to a
business or agency to identify a problem with a product or service. Also known
as a letter of complaint. letter of claim is a letter that is written
to notify someone of incomplete or unsatisfactory work on a specific project.
For example, if you hired someone to decorate your office, but they never
finished the job or did not complete it to your specifications, you would write
them a letter of claim stating you grievances and possible reparations.
The words and tone you choose to use
in a letter complaining to a business may be the deciding factor on whether
your complaint is satisfied. Be direct but tactful and always use a
professional tone if you want the company to listen to you.
d.
Adjustment Letters
Letters written in response to claims
are called adjustment letters. Adjustment letter is a reply to a complaint
letter. It should not be sent in a moment of excitement or anger. Take sometime
to restore to one’s usual self before writing such letter. The objective
is to inform the reader that their complaint has been received. It is
also a legal document recording what decisions were made and what actions have
or will be taken.
Keep in
mind that your reader has been inconvenienced. This is a prime goodwill
building opportunity. Everybody makes mistakes and when a business owns up to
one it goes along way to renewing the customer’s confidence in a continued
business relationship. The scope of your adjustment letter should reiterate the
relevant facts of the claim. When thecustomer is right, include a forthright
admission to that effect and extend a sincere apology. When the customer is not
right, explain the reasons clearly and with every courtesy.
e.
Credit and Collection Letters
A large percentage of business
transactions in this country are handled on a credit basis. Letters must be
written in response to requests for credit. Sometime, however, requests for
credit must be declined because the applicants are not good credit risks. These
are perhaps the most difficult of all letters to write. No one wants to be told
that he is a poor credit riks.
Collection letters are written because
a very small percentage of those who are given the privilege of credit violate
that privilege. Therefore, they must be reminded, reasoned with, and sometimes
threatened, before they will pay what they owe. Collections letters are among
the most challenging to the letter writer-their effectiveness is measured by
the amount of money they bring in from forgetful or careless customers.
f.
Sales Letters
In a sense, every letter a businessman
writes is a sales letter because it automatically becomes a showcase for
himself and his company. However, there are letters written for the specific
purpose of selling a product or a service. Sales letters are used to introduce
products or services to consumers.
As such, sales letters tend to use
formal letter structures and are rather impersonal because they are sent to
more than one person. Sales letters often ask readers to consider a “pain
point” – a problem that a person needs solved, and then introduce a product
that will provide the solution. It’s important to quickly move to your sales
pitch in your sales letter as most readers will understand that your sales
letter is a form of advertising. Sales letters also often include an offer to
encourage customers to try the product. It’s important that these offers are
clear and provide a useful service to the reader.
g.
Employment Letters
Employment letters deal with getting a
position. They are writen by everyone, not only by those who expect to work in
business. Employment letters include letters inquiring about a position,
letters of application, letters thanking an employer for an interview and letters
of resignation.
h.
Social-Business Letters
Many social business letters are
written to maintain friendly relationships with customers and business
acquaintances. Typical social business corespondence includes letters of
congratulations, letters of sympathy, invitations, letters of friendship and thank-you
letters. Since they show thoughtfulness on the part of the writer,
social-business letters do a great do a great deal to build goodwill.
C.
Business Letter Form
Parts of the letters are the following:
a.
The Heading
·
The letterhead, practically every company uses
high qualities stationery with is name, address, and telephone number. These
identifying items, and often such additional data as the names of the company’s
top executives, its slogan, and so on.
·
The dataline, it is often very important to
know when a letters was written-important to both reader and writer. With the
flood of mail that every business office receives and sends, it is unwise to
assume that your or reader will remember the exact order of events related to a
particular matter. Every letter should therefore carry a dateline consisting of
the month, day, and year.
b.
The Opening
The functions of the opening are to
direct the letter to a specific individual, company, department, or whatever,
and to greet the reader.
·
The inside addres, which should always be
preceded by a courtesy title, is usually the first line of the inside address.
It is also common courtesy to include the person’s job title when it is
known-either on the same line as his name or on a separate line in the inside
address. The name of the addressee’s company, the street address, the city,
state, and ZIP Code number are also included. Example:
Mr. Edward W. Hampton, President
Hampton Home Appliances, Inc.
1740 North Cicero Street
Grand Rapids, Michigan 49506
·
The salutation, there are several accepted forms of
salutations, and each form reflects a different “tone”. Example:
Sir:
Madam:
Dear Sir:
Dear Mr. Bram:
Dear Mrs. Rosse:
·
The attention line, when a letter is addressed
to a company or to a department within a company, reather than to a specific
person, an attention line may be used to speed up handling of the letter. The
line is typed below the inside address and above the salutation. Example:
ATTENTION: Mr. Jonathan
Attention of the Personel Manager
ATTENTION-Sales Departement
c.
The Body
The body of the letter is, of course,
the most important section of the letter-from both the writer’s and the
reader’s point of view. It is here that the writer makes every effort to get
his thoughts across to the reader effectively.
·
The subject line, it the writer whishes to
give the reader advance notice of what the letter is about, he can do so in a
displayed subject that precedes the message. Example:
SUBJECT: Salesmen’s Incentive
Compensation Plan
·
The message, every business letter usually
consists of at least two paragraphs-even if the second paragraph is nothing
more than “Thanks and best wishes to you,” or something along that line.
d.
The Closing
Just as a person usually says “Good
bye” or “So long” when he has finished a conversation, so a writer usually uses
a complimentary closing in a business letter.
·
The complimentary closing, like salutations,
vary in form and tone. The important to remember is to match the tone of the
complimentary closing with that of the salutation as closely as possible.
Example:
Verry truly yours
Yours very truly
Yours sincerely
Yours very sincerely
·
The company signature, the typed name of the
company is usually considered an optional part of the closing. Some companies
require that the typewritten name of the firm appear, on the theory that the
company.
·
The writer’s identification, in most instances
the name of the writer and his title are typed below his signature. Sometimes
only the writer’s title and/or his department are used.
Example:
Lousis Grandy
Administrative Assistant
·
Reference initials, if the writer’s name is
included in the writer’s identification, his initials may be omitted in the
reference initials. However, the initials of the typist or secretary could be
included unless the writer specifically requests that they be omitted. If the
writer’s name is not included in the
writer’s identification, his initials or his full name may be indicated in the
reference initials. The reference initials serve an administratrative purpose
only, and the are seldom of interest to anyone but the writer. Various styles
follow. Remember that, when used, the writer’s name or initials are written
first:
P. F. Thorns/cmg
PFT/law/cmg (These initials indicate
that PFT signed the letter, law wrote it for him, and that cmg typed it)
D.
Type of Letter Forms
a.
Full-Blocked Letters
b.
Simplified Letters
c.
Blocked Letters
d.
Semiblocked Letters
e.
Indented Letters
f.
Hanging Letters
