AJ korespondence 1
úvod
Centrum pro virtuální a moderní metody a formy vzdělávání na
Obchodní akademii T.G. Masaryka, Kostelec nad Orlicí
AJ korespondence 1 - úvod
Layout 1 of a business letter
- the essential parts of a BL
Layout 2 of a business letter
- optional parts
Layout 3 of a business letter
- optional parts
- F a x e s a n d E m a ils
- C o n te n t a n d S ty le
- P o in ts to re m e m b e r
- T e s ts
AJ korespondence 1 - úvod
Layout 1
Essential parts of a business letter:
- letterhead or sender´s address
- inside address
- date and references
- salutation
- body of the letter
- complimentary close
- signature block
AJ korespondence 1 - úvod
Sender´s address
In a letter that does not have a letterhead the sender´s address should
be written and placed in the top right-hand corner of the page. It can
be placed in the top left-hand corner, but it is less common.
The blocked style is the most widely used, which means that each line
starts directly below the one above.
Soundsonic Ltd.
Warwick House
Warwick Street
Forest Hill
London SE 23 1JF
United Kingdom
Inside address
The inside address is written below the sender´s address on the left-hand
side of the page. It consists of the name of the person you are writing to (if
you know the name), write it as the first line of the address.
Courtesy titles with names:
- Mr is the courtesy title for a man.
- Mrs is used for a married woman.
- Miss is used for an unmarried woman.
- Ms is used for both married or unmarried women. This courtesy title is
advisable to use when you are unsure whether the woman you are writing to
is married or not, or do not know which title she prefers.
- Messrs is used occasionally for two or more men, e.g.
Messrs P.Jones and B.L.Parker.
Other courtesy titles include academic or medical titles, e.g. Doctor (Dr),
Professor (Prof.), military and aristocratic ones.
Order of inside address
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Some other examples of inside addresses
acording to the facts known about the
recipient´s:
Mr J.D. Simpson
The Sales Department
Supervisor
United Warehouse Ltd
Kent, Clark Co.Ltd
Bruce House
South Bank House
185 Bruce Street
22 Borough Road
Aberdeen AB 9 1 FR
London SE 1 0 AA
UK
United Kingdom
Order of inside address
- Name of house or the building
- Number of building and names of street
- Name of town or city and postcode
- Name of country
Industrial House
34 – 41 Craig road
Bolton
BL4 8TF
UK
Date
The date is written below the sender´s address,
separated from it by a space. It is usually
written on the right hand side of the page.
The month in the date should not be written in
figures as it can be confusing; for example
11.03.09 means 11 March 2009 in British
English, where the sequence is day-monthyear,but 3 November 2009 in American
English, where the sequence is month-dayyear.
It is acceptable to write the date with or without
the abbreviations -st, -nd, -rd and -th.
Salutation
Dear Sir opens a letter written to a man whose name you
do not know.
Dear Sirs is used to address a company. In American
English a letter to a company usually opens with
Gentlemen.
Dear Madam is used to address a woman, whether single
or married, whose name you do not know.
Dear Sir or Madam is used to address a person when you
do not know their name or sex.
When you know the name of the person you are writing to
the salutation takes the form of Dear followed by a
courtesy title and the person´s surname,
e.g.Dear Mr Smith, not Dear Mr J.Smith.
Body of the letter
The body of the letter contains the message
(sdělení). It may be intented or blocked style.
It is a matter of choice which style you use,
but you must be consistent and use that style
all through the letter.
But the blocked style is one of the most often
used for the body of the letter.This is
essential to leave a line space between
paragraphs if the blocked style is used.
Complimentary close
If the letter begins Dear Sir, Dear Sirs, Dear
Madam, or Dear Sir or Madam, the
complimentary close should be Yours
faithully.
If we start the letter with a personal name,
e.g. Dear Mr Jones, or Dear Ms Jasmin, it
should be Yours sincerely.
Americans tend to close formal letters with
Yours truly or Truly yours.
It is usually placed on the left of the letter.
Signature
Always type your name and, if relevant, your
job title, below your handwritten signature.
This is known as the signature block. It
depends on you whether you sign with your
initial/s, e.g. D. Jenkins, of your full given
name, e.g. David Jenkins, and whether you
include your courtesy title in your signature
block. But if you do neither, your
correspondent will not be able to indentify
your sex.
Layout 2
Letterhead
The printed letterhead of a company gives a
great deal of information about it, such as:
type of company (Ltd, PLC, a sole traider
etc.), board of directors (the name of the
chairman who runs the company and names
of directors who decide the overall policy),
address(telephone, fax numbers,email and
website addresses), registered number.
References
References are often quoted to indicate what
the letter refers to (Your ref.) and the
correspondence to refer to when replying
(Our ref.) It may appear in figures, e.g.
661/17,where 661 may refer to the number of
the letter and 17 to the number of the
department, or in letters, e.g. DS/MR, where
DS may stand for the name of the writer and
MR for the name of the assistant.
Per pro
The abbreviation per pro( p.p.) sometimes
appears in signature block and means for
and on behalf of, and is used by the
administrators or personal assistants when
signing letters on behalf of their managers,
bosses.
e.g. Yours sincerely
Mary Raynor
p.p. Donald Sampsom
Sales Manager
Job title
When sending a letter or email on behalf of
your company, it is a good idea to include
your job title in the signature block, especially
if your recipient has not dealt with you before,
e.g.
Yours sincerely
Donald Sampson
Sales Manager
Enclosures
If there are any documents enclosed with a
letter and they are mentioned in the body of
the letter, it is common to write Enc. or Encl.
below the signature block. If there are a
number of documents, these can be listed,
e.g.
Enc.
Bill of lading (3 copies)
Insurance certificate (1 copy)
Bill of exchange (1 copy)
Certificate of origin (1 copy)
Layout 3
This layout shows some further features of a
business letter which can appear in the
optional parts (volitelné části). Private and
confidential may be written at the head of a
letter and, more important, on the envelope,
in cases where the letter is intended to be
read only by the addressee. There are many
variations of this phrase, e.g. Confidential,
Strictly confidential, but little difference in
meaning.
Subject title
A subject title (věc) at the beginning of a
letter, directly after the salutation, provides a
further reference, saves introducing the
subject in the first paragraph, draws attention
to the topic of the letter. It is usually
underlined or highlighted, e.g.
Dear Ms Kaasen
Non-payment of invoice 322/17
Attention line
This is used to bring a letter addressed to a
business firm to the attention of a particular
person. It is usually typed below the inside
address above the salutation, e.g.
Ferris Electronics plc
15 Lothian Square
Edinburgh
ED 6 6 HL
For the attention of Mr Lewis
Copies
When copies are sent to people other than
the named recipient, c.c. (carbon copyrozdělení kopií) is added, usually at the end
of a letter before the name/s of the recipient/s
of the copies, e.g. c.c. Mr Robert Lewis.
Sometimes you will not want the named
recipient to know that other people have
received copies. In this case B.C.C.(blind
carbon copy) is used where the name of the
recipient is added but not on the top copy.
Addressing envelopes
Envelope addresses are written in a similar
way to inside addresses. But in the case of
letters within or for the UK, the name of the
town and the country are written in capital
letters and the postcode is usually on a line
by itself, e.g.
Mr G.Penter
49 Memorial Road
ORPINGTON
Kent
BR 6 9 UA
Faxes
A fax message is useful when speed is
important and the recipient does not have
email. It is useful for documents containing
diagrams or drawings. It can be sent quickly
to many different recipients at the same time.
But they cannot be used when the originals
are required.
It is also possible to send a fax from a
computer.
Preparing for transmission
Check that you have the correct fax number.
Check the paper on which your message is
printed or written is suitable. Check that you
know how to dial, cancel, clear a paper jam,
and send. It is also good to use a fax
transmission cover form. This will help to
ensure that the fax reaches its intended
recipient safely.
Style
Generally, faxes are similar to letters in style,
level of formality, and the use of conventions.
However, a fax may be shorter and the
language more direct, like an email. As with
email messages, beware of using too
informal tone with customers or suppliers you
do not know well.
Emails
Email (short for electronic mail) is a means of
sending messages between computers. To
do this you need access to the Internet,
which will provide you with connection
software. This will give you Internet access,
storage for incoming mail, and the capability
to read your messages. Finally, you need
email software, so that you can write, send,
receive and read messages.
Email addresses
Typical email addresses look like this:
[email protected]
[email protected]
The first part of the email address is usually
the surname and initial of the person you are
contacting, or the name if it is a department,
or a shortened version of it. The second part
is the name of the ISP (Internet service
provider), the last part includes the domain
name suffixes refering to the type of
organization and to the country.
Examples of domain name
suffixes
There are some examples of domain name
suffixes refering to types of organization:
.biz
business
.gov
government office
.org
non-profit-making organization
If the name of a country in its main language
differs from its name in English, this is
reflected in its domain name suffix,e.g.
.de Deutschland (Germany), .es Espana
(Spain), .za Zuid Afrika (South Africa).
Email layout
Header information gives essential facts
about the message. It may include: c.c.
which stands for carbon copies, b.c.c.-blind
carbon copies, attachments. The amount of
header information, and the order will vary
according to the software being used, so do
not worry if the messages you send and
receive do not look exactly like one in our
example.
Message text
The presentation of the text in an email is
usually less formal than in a letter. In this
example Ms Kaasen has used the formal
language, but she could simply have headed
her message For the attention of the Sales
Manager. For the ending she uses the less
formal I look forward to hearing from you.
Signature
This is like the signature block in a letter,
although it can include more details,e.g. The
sender´s company or private address, and
telephone and fax numbers. You can
program your email software to add your
signature automatically to the end of
outgoing messages.
Style of emails
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The style of writing emails should follow the
same principles as any other form of
business correspondence. Here are some
basic tips about style:
In general it is the same as in letters,
however if you know the recipient well, you
may dispense with the salutation and
complimentary close
Write clearly, carefully, and courteously;
consider audience,purpose,clarity and tone.
Style of emails
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Use correct grammar,spelling,capitalization,
and punctuation
Do not write words in capital letters in an
email message. If you want to stress a word
put asterisks on each side of it.
Keep your message short and to the point.
Limit yourself to one topic per message.
Check your email message for mistakes
before you send it.
Email abbreviations
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In order to keep emails short, people
sometimes use abbreviations for common
expressions. These are known as TLAs
(three-letter-acronyms),although some of
them are more than three letters,e.g.
AFAIK
as far as I know
BFN
bye for now
BTW
by the way
FYI
for your information
NRN
no reply necessary
Length of a business letter
All correspondence should be long enough to
explain exactly what the sender needs to say
and the receiver needs to know. You must
decide how much information you put in the
letter.The style and the kind of language you
use can also effect the length.
Too long – which means that the letter
contains too much information that is not
important and essential for the recipient.
Too short
If the letter is too short it could sound rather
rude and it does not include the essential
details that the recipient should know, so it
means that you have to use the right
salutation and complimentary close, quote
the date and reference, draw attention to
items which might be of particular interest to
the enquirer. New products should be
pointed out, as well as any discounts and
delivery dates should be mentioned.
The right length
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It is neither too short nor too long.
It provides all the relevant information you
might need.
Draws attention to some specific products
which may be of interest to you.
Relevant discounts, delivery dates and terms
are mentioned.
Current catalogue and price list are sent.
The correct salutation and complimentary
close are used.
Order and sequence
Your letter should contain not only the right
amount of information but 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. Do not make a statement, switch to
other subjects, then refer back to the point
you made a few sentences or paragraohs
before.
Planning a business letter
The way to make sure you include the right
amount of information, and in the right order,
is by planning. Ask yourself what the purpose
of the letter is, and what response you would
like to receive. Note down what you want to
include before you start writing, then read it
and check whether you have included all the
information which is relevant, and that you
have put it in the right order.
First paragraph
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The opening sentence is important as its sets
the tone of the letter and creates a first
impression,e.g.
Thank you for your enquiry of 8 July in which
you asked us about our range of... .As you
probably know we appeal to a wide age
group, and our products are retailed all over
the world.
Thank you for your letter of..... ,which we
received today. We can supply you with ....
you asked about.
Middle paragraphs
The main part of your letter will concern the
points that need to be made, answers you
wish to give, or questions you want to ask. In
the middle paragraphs, planning is most
important to make sure your points are made
clearly, fully, and in a logical sequence.
Final paragraph
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At the end of your letter you should thank
your correspondent for writing.
Encourage further enquiries or
correspondence, mentioning that you look
forward to hearing from him or her soon.
Restate one or two of the most important
points you made in the main part of the letter.
Examples of final paragraphs
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Once again thank you for writing to us.
Please contact us if you would like any
further information. We look forward to
hearing from you soon.
We are confident that you have made the
right choice as this line is a leading seller. If
there is any advice or further information you
need, we would be happy to supply it, and
look forward to hearing from you.
Style and language
Commercial correspondence often suffers
from old-fashioned style of English which
complicates the message and gives the
readers the feeling that they are reading
something written in an unfamiliar language.
Therefore you should write the letters simply
and clearly avoiding using old-fashioned
phrases.
Courtesy
Your style should not be so simple that it
becomes rude. Here is an example of a too
short and simple letter:
Dear Mr Robin
I have already written to you concerning your
debt of... . This should have been cleared 3
months ago. You seem unwilling to
cooperate so we will sue you if you do not
clear your debt within the next ten days.
Yours
Courtesy
To avoid writing letters this way you should
use stylistic devices to make them more
polite, such as: complex sentences, joined by
cojunctions; the use of full rather than
abbreviated forms; and the use of passive
forms and indirect language that avoids
sounding aggressive (e.g. … for the account
to be settled rather than..... if you do not clear
your debt......).
Idioms and colloquial language
It is important to try to get the right tone in
your letter. This means that you should aim
for a neutral tone, avoiding pompous
language or using language which is too
informal or colloquial, e.g.
Inappropriate form
prefered alternative
you´ve probably
you are probably
guessed
aware
prices are at rock
prices are very low
bottom
Clarity
Your correspondent must be able to
understand what you have written. Confusion
is often arises through a lack of thought and
care, and there are a lot of ways in which this
can happen:
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abbreviations and idioms
numbers
prepositions
Abbreviations and idioms
Abbreviations are quick and easy to read, but
both correspondents need to know what they
stand for. For example, CIF and FOB are
Incoterms which mean cost, insurance and
freight and free on board. Some
abbreviations are known in all countries by
the same set of initials, but many are not. If
you are not certain that an abbreviation or set
of initials will be easily recognized, it is best
not to use it.
Numbers
Numerical expressions can also cause
confusion, e.g. decimal point in British and
American usage is a full stop, but a comma is
used in most continental European countries,
so that a British or American person would
write 4.255 where a French person would
write 4,255 (which to a British or American
would mean four thousand two hundred and
twenty five). To avoid confusion write the
numbers in both figures and words.
Prepositions
Special care should be taken when using
prepositions. There is a big difference
between
The price has been increased to £450.00,
The price has been increased by £450.00,
and The price has been increased from
£450.00.
Accuracy - spelling
Careless mistakes in a letter can give
readers a bad impression. Spelling,
punctuation, and grammar should all be
checked carefully. You can rely on the spell
cheker in your computer, but a word spelt
incorrectly may form a completely different
word. A spell checker would miss some
mistakes. There is no substitute for carefully
reading, or proofreading a letter that you
have written.
Titles, names, and addresses
Use the correct title in the address and
salutation. Spell your correspondent´s name
correctly (nothing creates a worse impression
than a misspelled name), and write their
address accurately.
If you do not know your correspondent, do
not assume that they are one sex or the
other, i.e. use Dear Sir/Madam rather than
Dear Sir or Dear Madam. If you do not know
their sex, use Mr/Ms, e.g. Dear Mr/Ms
Barron.
Prices and measurements
Special care should be taken when quoting
prices or giving specifications such as
measuremenets or weights. Quoting these
incorrectly can cause serious
misunderstandings.
Enclosures and attachments
Always check that you have actually
enclosed the documents you have mentioned
in your letter, or attached them to your email.
Check that you have enclosed or attached
the right documents. If, for example, the
document you are enclosing is invoice
PL/331, make sure you do not enclose
invoice PL/213. When ordering, make sure
you quote the order number correctly,
especially in international trade where
mistakes can be very expensive.
Points to remember
1. The layout and presentation of your letter,
fax or email are important as they give the
reader the first impression of the company´s
efficiency.
2. Write both addresses in as much details
as possible and in the correct order.
3. Make sure you use the recipient´s correct
title in the address and salutation.
4. Do not write the month of the date in
figures.
Points to remember
5. Choose the correct salutation and
complimentary close.
6. Make sure your references are correct.
7. Make sure your signature block tells your
reader what he or she needs to know about
you.
8. Write faxes clearly when sending
handwritten messages.
9. Faxes are copies, and cannot be used
when original documents are required.
Points to remember
10. Prepare transmission carefully before you
send it.
11. The language of faxes can be briefer and
more direct.
12. Email is very fast and effective, but there
are areas where it is preferable to use letters.
13. The language of emails can be quite
informal.
14. It is possible to use special abbreviations.
Points to remember
15. Include the right amount of information.
16. Plan before you start writing.Make sure
you say everything you want to say in a
logical sequences.
17. Use a simple but polite style of language.
18. Make sure that everything you write is
clear and easy to understand.
19. Pay special attention to details such as
titles and names, references and prices and
remember to check enclosures.
Test
1. Are the following statements true – T or
false – F:
a. In the USA, it is correct to open a letter
with the salutation Gentlemen.
b. In the UK the abbreviation 10.08.2009 on
a letter means 8 October 2009.
c. If you write a letter to Mr Peter Smith, you
will open with Dear Mr Peter Smith.
d. The abbreviation for ´company´is Co. -
Test
e. If you do not know whether a female
correspondent is married or not, it will be
correct to use the term Ms. f. The abbreviation c.c. stands for ´carbon
copy´.
g. If a letter begins with the recipient´s name,
e.g. Dear Ms Ross, it will close with Yours
faithfully.
h. The abbreviation for the term ´limited
company´ in the UK is ltd.
-
Test
2. Put the following names and addresses in
correct order:
e.g. Search Studios Ltd./Leeds/LS4 8QM/Mr
L.Scott/150 Royal Avenue
Mr L.Scott
Search Studios Ltd
150 Royal Avenue
Leeds LS4 8QM
Test
a. Warwick House/Soundsonic Ltd/London/
Warwick Street/SE23 1JF
b. Piazza Leonardo da Vinci 254/The Chief
Accountant/I-20133/D.Fregoni/Fregoni S.p.A/
Milano/Italy
c. Greece/Miss Maria Nikolaki/85 100
Rhodes, Nikitara 541
d. Bente Spedition GmbH/Mr Heinz Bente/
D-6000 Frankfurt 1/Feldbergstr.30/The
Chairman
Test
3. Write the following date in four different
ways:
12.10.2009
Test
4. What courtesy titles do you know?
5. What are the essential parts of a business
letter?
6. How do we call the most widely style of
writing business letters?
7. What does the abbreviation p.p. (Per Pro)
stand for?
Test
8. Which countries domain name suffixes are
these:
.no
.es
.de
.uk
.cz
.dk
.jp
.it
-
Test
9. Rearrange the sentences in the correct
order to form a letter.
Dear Sir / Madam
which was held last June,
and may be interested in retailing them
through our outlets in Germany.
We saw a large selection of your products at
the Frankfurt Fair,
Could you send us your latest catalogue and
price list,
Test
We are particulary interested in your
industrial ware,
quoting c.i.f. Terms to Hamburg.
Including overalls,boots,helmets,gloves,and
fire-proof jackets.
We look forward to hearing from you soon.
We can assure you that if your prices and
discounts are competitive,
Yours faithfully
Chief Buyer
we will place regular large orders.
T. Hamacher