Page 194 - DENG102_COMMUNICATION_SKILLS_II

Unit 13: Format of Basic Formal Letter

We shall consider placing an annual contract on the supply of the products, if the quality notes
is suitable for our requirements.
Yours Faithfully,
ABC

self assessment

Fill in the blanks:
8. ………………… letter is a formal document, which places a demand for goods or services.

9. ………………… are standardized forms containing all the necessary instructions and blank
space to be filled at the time of sending out an order.
10. A ………………… is placed first to check the efficiency of the seller.

13.3 cancellation letters

A negative response letter in a business situation, such as a request for replacement or credit or
adjustment or return of product, is bound to create unpleasant feelings of disappointment in
the reader. Our purpose is to write about the “no” information while producing the minimum
disappointment.
The letter would be more acceptable if the following points are kept in mind at the time of writing
the letter.
1. The go of the audience should be emphasized.
2. The language used should be positive.
3. There should not be direct statement of the word “no”.

4. There should not be a hint of apology.
5. Indicate in a natural or friendly tone the reason that would lead to a negative information
or refusal.

6. Begin the letter with a paragraph that brings out the general situation (conditions) as a
context in which the reader’s request was considered. Indicate in a neutral or friendly tone
the reasons that would lead to a negative information or refusal.
Some of the possible methods:
(a) Assure the receiver the negative message that his/her matter is considered with
great understanding and care.
(b) Make the reader believe that it is the circumstances or situation, and not the merit of
his/her request that is responsible for the “no” response.

(c) Agree with the reader in some way (“You are right that the guarantee period is one
year…”)
7. Give facts, reasons and factors for refusal.

8. In the same paragraph, mention the refusal.
9. It is important not to highlight the refusal.
Therefore, no separate paragraph should be given to this negative point. Just state the
refusal at the end of the paragraph that mentions the facts for refusal.

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