Business letter etiquette. Examples of business letter phrases. General rules for writing business letters. Business correspondence: language, etiquette, rules
Plan. 1. Introduction2. rules of ethics 3. basics of business correspondence etiquette4. conclusion5. bibliography Introduction.
The etiquette of conversation refers, in its essence, to ethics - the science of morality and morality. In modern world When conflicts arise in the business sphere, everyday life, government circles, in production, in international relations, they are increasingly resolved through business conversations and negotiations. The essence of conflicts, the causes of their occurrence in business areas and ways to resolve conflicts are related to the science of management - management. Managers even classified conflicts: “conflicts of purpose, conflicts of knowledge, sensory conflict (emotions)” and developed methods for resolving them. Negotiation methods are the basis for resolving disagreements and conflicts, which are strategically divided into three types: soft, hard and principled. The soft method consists in a strategy of concessions, the hard one is in a contest of wills, the principled one combines both and solves problems in their essence, making it possible to achieve the goal within the limits of decency. Many factors influence the results of negotiations, as well as disputes: perception, emotions, positions of different parties and others. To resolve various disputes, it is very important to clarify the way of thinking, thinking of opponents, which is very conducive to successful negotiation. An important point in negotiating is also emotions that need to be suppressed by the so-called "steam release" method, which allows you to get rid of feelings of anger, fear that arise in disputes . In addition, a hostile situation is removed by apologies, expressions of regret, handshakes, inexpensive gifts. The behavior of principled negotiation involves two questions: how to develop objective criteria? How to apply them in disputes. Objective criteria should be legal and practical, regardless of the wishes of the parties.
Ethics is a philosophical discipline, the object of study of which is morality. Morality is the most important component of culture, one of the main ways to regulate human behavior. Therefore, according to many thinkers, ethics is the most important part of philosophy. She considers those moral problems that inevitably arise before every person: what is the meaning of life and death; what is the essence of good and evil and what are the criteria for their differentiation; how to deal with suffering; is it possible to combine the fulfillment of moral duty and the achievement of happiness; how to evaluate the actions of people - by intentions or by results; what are the criteria for fairness; what is the place of love in human life; why altruism is preferable to selfishness; whether good and useful are compatible, etc.
Ethics not only describes the really existing relations between people, but also seeks to create an ideal of these relations, i.e. not only analyzes what exists, but also outlines the outlines of what should be. Ethical ideas are the realization of a person's need for ideals and values.
Ethics seeks rational justification moral values, although their rationalization inevitably faces difficulties, since these values are associated not only with the mind of a person, but also with his feelings, beliefs, moral faith. Each historical epoch, each thinker enriches ethical questions with his spiritual searches, his experience, reveals their new aspects. Therefore, it is necessary to study ethics through consideration of diverse theoretical and life positions. Having touched upon the problems of ethics, we get acquainted with the ethical norm, that is, the postulates of the professional ethics of an entrepreneur. Such postulates form the basis of what can be defined as the ethical code of the entrepreneur.
Civilized Entrepreneur:
I am convinced that my work is useful not only for myself, but also for others, for society, for the state;
He proceeds from the fact that the people around him want and know how to work, strive to realize themselves together with the entrepreneur;
Believes in business, regards it as attractive creativity, treats
to business as to art;
Recognizes the need for competition, but also understands the need for cooperation;
Respects himself as a person, and any person - as himself;
Respects any property state power, social movements, social order, the laws;
Trusts himself, but also others, respects professionalism and competence;
Appreciates education, science and technology, computer science, culture, respects the environment;
Strives for innovation;
Is a humanist.
Forming ourselves as an entrepreneur, we must be clearly aware that such behavioral traits as politeness, tact, delicacy are absolutely necessary not only for “the ability to behave in society”, but also for ordinary everyday life. We must not forget about the culture of communication, a sense of proportion, goodwill, you need to fully manage your emotions and stress. To have one's own, but certainly a civilized style of behavior, one's own, but certainly a noble image. The very image of an entrepreneur, which guarantees us not only half of the success, but also constant satisfaction from the activity.
AT modern life there is a tendency to simplify the forms that oblige in relations with people. It also manifests itself in relation to clothing, however, there are certain rules.
Specificity entrepreneurial activity makes very serious demands on the appearance of its participants. A businessman must always be neat: a poorly tied tie or uncleaned shoes is evidence of undemanding to oneself or indifference to others, absent-mindedness and lack of concentration. Carefully chosen clothes, corresponding to the time of day, testify to the love of order and aesthetics, give good health, are a sign of taste, elegance, and also respect for the people among whom we are.
Wanting to dress with taste, we adhere to certain principles:
1. All parts of the wardrobe should always be clean, ironed, in perfect order.
2. When choosing clothes, we take into account height, figure, skin color, hair, eyes. Don't buy clothes just because they're trendy.
3. Every situation requires appropriate clothing.
4. Don't wear clothes bright colors or too colorful patterns. For the leader, conservatism in clothing is preferable: suits in soothing colors and classic styles, plain light shirts, carefully selected ties and no jewelry.
5. Do not place a pen, pencil, eyeglasses, comb, or other items in the outer pockets.
Formal receptions require certain attire as indicated in the invitation:- formal wear, tailcoat, tuxedo or regular suit. A suit worn on formal occasions should not be sporty, but a jacket and trousers different color. Women for lunch, dinner, evening reception are recommended evening toilet.
When driving a car, remember not only the rules traffic but also about the passengers. It is not necessary to entertain them, but it is necessary to take care of their comfort. Drive calmly and smoothly, do not comment on the behavior of other drivers and pedestrians.
You need to watch your gait: you should walk firmly, straight, not waddling and not bending, with dignity.
Wean yourself from bad habits: you should not sit “lounging” in an armchair, swing on a chair, sit on its very edge, cross your legs, wiggle your leg while talking, etc.
Keep your hands under control - gestures should be restrained and appropriate. Do not touch the interlocutor with your hands - this can be extremely unpleasant for him.
Never forget that your appearance and manners are always noticed. World history testifies that in the organization of people personal charm is miraculous. Many "earn" personal charm as participants in the controversy. Today is the time for verbal battles. Their winners, as a rule, cause sympathy and delight. In the discussion, the holistic image of the speaker is especially significant. The clearer it is, the more active is the process of its third-party perception.
Have a sense of proportion - any deviations annoy others and work against you. Do not be too lively, noisy, passionate, just as do not be too sluggish, quiet and indifferent.
Be sure to follow the impression that you make on others, but not for the sake of narcissism, but for self-correction. And most importantly, you need to remember a few rules to be thought of as a person - a model in business and just in life.
1. Remember that a high-class entrepreneur is able to turn harmful into useful.
2. Develop the habit of seeing everything you encounter for its benefit to your cause.
3. Keep promises on time. If you couldn’t fulfill it, don’t make excuses, set a new deadline and keep your word, albeit belatedly.
4. Be attentive and objective to "useless" offers
5. Reject unnecessary offers, but tactfully and politely.
6. Being self-confident, avoid being overconfident.
7. Do not shift the responsibility for making the right decision to subordinates if this is not within their competence or they have not received the appropriate task from you.
8. Remember that nothing compromises an entrepreneur more than his confusion.
9. To effectively subordinate, know how to obey at least the circumstances.
10. Never forget that your opinion or position is not always good, there are others.
11. Do not leave without a thorough analysis of any case of failure, miss.
12. Do not forget that the knowledge of the personal motives of people is one of the most important foundations for effective interaction with subordinates.
13. In communicating with people, learn to understand what is not said.
14. Be guided in your work by three "not": do not get annoyed, do not get lost, do not spray.
15. The highest form of disrespect for partners and subordinates is to delay the start of work due to being late or unprepared for the event.
Official correspondence - absolutely special genre which you must master if you are going to climb career ladder. Good business writing skills will serve you faithfully: they will help you communicate with subordinates, bosses and partners, emphasize your education and outlook. The style of communication should be restrained, purposeful, without deviating from a given topic.
Features of business communication
Any communication, both personal and written, is interaction with people in order to exchange information, impress, and negotiate. Nothing human is alien to us, we sometimes give vent to emotions, but in the business sphere there should be no place for the violent manifestation of our feelings, character traits and temperament.
It is impossible to imagine that at an international meeting the presidents of different countries sang songs, laughed out loud or expressed personal dislike. That's what etiquette exists to make our life as comfortable and orderly as possible.
An important feature of business communication is that it cannot be cut off in mid-sentence. For every letter you receive, you need to write a reply, even if you don't feel like it. If you receive a call and you do not have time to pick up the phone, be sure to call back. Of course, communication with some people is unpleasant. That is why the list of mandatory qualities of a manager includes stress resistance.
A business meeting, a phone conversation or a business e-mail correspondence will certainly have some purpose. As a result, the parties must come to conclusions, discuss the project, agree on a strategic partnership, and so on.
Email Rules
In written speech, there are perhaps even more restrictions and conventions than in oral speech. Communicating with the interlocutor directly, in a personal meeting, we can make an intonation emphasis on this or that fact, clarify something if the interlocutor did not understand us. If a speech error is made, we can correct it immediately. But in a business letter, we must be extremely clear and precise so that the words do not imply a double interpretation.
They used to say: “Paper will endure everything,” implying that even unreliable facts can be written. We are of the opinion that business correspondence should be as honest as possible. By the way, now paper letters are sent less and less. Basically, they transport contracts and other documents. In this case, letterheads are used as evidence of the high status of the organization.
Nowadays, in most cases, business correspondence takes place in the virtual space, and it has its own characteristics. When the dialogue is just starting, it is customary to write a greeting according to etiquette, for example: “Hello, dear Oleg Sergeevich! ". And at the subsequent address during the working day, the greeting can be omitted.
Literacy
Written communication, including by e-mail, requires adherence to language norms and impeccable literacy. After all, correspondence will reveal your gaps to an educated interlocutor. Therefore, we advise you to check what is written with the help of special services, if you are not completely sure of your own knowledge.
We list the general rules that require the ethics of electronic communication. They are quite simple, but many, alas, neglect them:
- the beginning of each sentence is capitalized;
- a period is put at the end of the phrase so that the meaning of what is read is clear;
- to sort out the problem and suggest solutions, it is useful to use a bulleted or numbered list;
- for clarity, it is good to use tables, graphs, charts;
- do not specifically try to seem like an intelligent, educated interlocutor, do not complicate simple thoughts with excessive participial and participle turns;
- the simpler you express your thoughts, the better;
- although in everyday speech the culture requires avoiding jargon, in the business environment, professional jargon and borrowings from English are now considered good form (but do not overdo it!).
Types of business letters
Their structure is almost the same. As for the volume, long text does not look good in the body of the letter. It is better to issue it as a separate file and attach it as an attachment. In this case, in the letter itself, after the greeting, you need to briefly indicate what the attachment is about.
Letter structure (beginning)
In addition to general rules, it is important to know some details of business writing. We will give the rules that will be appropriate in the vast majority of cases.
The beginning of an email is called a header. It has the logo of the organization. It is useful to always have at hand (that is, on the desktop of your computer) a template in which this logo is entered.
Unlike offline communication, modern rules they do not oblige to greet the addressee, and you can immediately, calling him by name and patronymic, state the essence of the matter. However, many continue to write at the beginning of the message: “Good morning! ", "Hello! ", "Good evening! ' or 'Greetings.' And in this, too, there is no deviation from the norm.
The requirements for the body of the letter suggest that it is in it that the meaning of the correspondence lies. Dividing the text into paragraphs is considered good form, a sign of an attentive attitude towards the interlocutor. In each paragraph, one or another aspect of the topic is named and disclosed. In addition to identifying the problem, it is customary to suggest ways to solve it. So to speak, to reveal a business idea in miniature.
Structure of the letter (conclusion)
How to send a business message?
Most office employees have a very extensive archive of letters in their e-mail box. So that the interlocutor does not get confused in a long correspondence, it is recommended to send a letter in the form of a reply. When you click on the appropriate box at the beginning of the subject of the letter, the English abbreviation “Re…” appears. This is very convenient, because the addressee will immediately remember the progress of the correspondence.
You can save the entire history of virtual communication with this interlocutor, or you can leave only the last or most significant quotes. Modern business etiquette requires you to respond quickly to emails. After all, we spend a significant part of our day at a work computer. In addition, mail can be checked from mobile devices.
If you are worried about whether the letter has reached the addressee, use the convenient "Receipt Notification" function, which is available on almost all mail servers. Thus, it will be clear to you that the letter has been viewed.
Letters were once written only by hand. Today, almost all letters can be sent in typewritten form, but they should be signed only by hand. Letters of congratulations, gratitude, condolences are always written by hand.
Letters look sloppy on sheets torn from a notebook. If the letter occupies several separate sheets, they should be numbered. Any letter must be written cleanly and neatly. You can correct the typewritten text, but in such a way as to avoid large strikethroughs: your addressee will involuntarily be interested in what you decided to tell him on the go.
Letter to relatives. At the beginning of the letter, as a rule, they inquire about the health and mood of the addressee. Respect, clarity, brevity are especially valued. It is desirable to write without blots and corrections. A letter to relatives and friends is signed with the name adopted in addressing relatives.
In addition, there are letters business (service), letters of recommendation, letters of apology, letters of reminder, letters of condolence.
Previously, in business letters, the date was put at the beginning of the letter, and in private letters, at the end. Now it is customary to start with it anyway.
In the text of the letter, all appeals are written with capital letter: "I would like to see you", "I received your letter."
It is worth paying attention to the difference in the correspondence between the meanings of the words "wife" and "spouse". "Wife" is the life partner of the writer ("My wife asked ..."), "wife" is the mistress hearth addressee ("Say hello to your wife").
Depending on the nature and content of the letter, you can conclude it with the words: "With respect", "Accept my best wishes" etc.
In private letters to relatives and friends, usually after such words as “kiss”, “hug”, they write briefly: “mom”, “dad”, “father” or their name. You must sign clearly.
Color postcards designed to send them greetings from travel, vacation, birthday greetings, holidays. The date on a postcard is determined by the date we send it, not by the occasion for which it is sent. It is worth taking care of a beautiful stamp, it will decorate such a postcard. We use ordinary postcards mainly for short, current messages.
Letters are addressed differently in different countries. Undoubtedly, it would be correct, when sending a letter to the spouses, to write only their last name on the envelope, but more politely: "To Andrey and Olga Zaitsev." It is perfectly acceptable to address a letter addressed to one of the spouses. Congratulations on the occasion of holidays or a family celebration concerning the wife and husband are addressed to both.
For services rendered, it is customary to thank a letter or personally. Thank You Letter for hospitality is sent approximately one week after departure.
Letter of congratulations on the occasion of marriage is sent within eight days from the receipt of the notification of this event.
condolence letter sent within ten days of receipt of the message. Such a letter requires special cordiality and does not tolerate banal expressions.
Traditional rules of courtesy prescribe to respond to received condolences. But in practice, they should not always be expected from a person who has just experienced the loss of a loved one. There is no need to be offended by such silence. In extreme cases, your correspondent can send a short letter: "I sincerely thank you for the words of sympathy. I was pleased to know that in a difficult moment you shared my misfortune with me."
Politeness requires a response to the received letter within a week. If the correspondence is ongoing, the break may be somewhat longer. But in general, you should not bombard your relatives and friends with letters! People are able to respond to letters on average no more than once every two weeks, otherwise this pleasant duty turns into a burden. In the letter, you should always answer the questions that were posed by your correspondent. Carbon paper letters should not be sent.
The general advice - don't do anything in the heat of the moment - applies to letters as well. Do not send any "last" letter written in one spirit immediately, but re-read it the next day.
If we receive a letter in the presence of third parties, the envelope can be printed and a glimpse of the text, postponing detailed reading until a more convenient moment. If the received message does not allow for a delay, you can say: "I'm sorry, but this is very urgent" - and read the letter to the end. You should not start reading the letter you just received aloud until you have read it yourself. Otherwise, there may be an awkward need to interrupt the reading in mid-sentence. It is rude to give a letter to read to persons to whom it is not addressed. Under no circumstances should you open or read already opened letters. This rule applies equally to family members: the husband does not read letters addressed to his wife, and vice versa; children do not read letters sent to their parents. You should also not be interested in the content of an open note not addressed to you. If, nevertheless, it happens to involuntarily "snatch" a part of the text addressed to another, it is best to forget about it right there.
Business letter
There are certain canons of writing letters, non-compliance with which can not only affect the prestige of your company, but also prevent the conclusion of lucrative contracts. Paper for writing should be absolutely clean, neatly cut. It is desirable to have a letterhead with the company logo, its full name, postal and telegraphic address, telephone, fax and bank details. Service letters are typewritten on the front side of the sheet without blots. Pages are numbered, except for the first, with Arabic numerals. The width of the field on the left side of the sheet must be at least 2 cm. The text is printed in one and a half to two intervals. The paragraph begins with a red line, five intervals indented from the margin. It is recommended to avoid word wrapping. In the right upper corner under the address of the organization sending the letter, the date of sending the letter is put.
If this is not the first letter to your partner, it should begin with a polite reference to the last letter received from him. This is not so much a tribute as a notification that the letter has been received and further dialogue is based on it.
If you are writing to your partner for the first time, you need to start by introducing your company, its goals and objectives that it sets for itself in the field international activities. It is even better to send the partner a booklet with detailed information about the company. However, advertising material should not be voluminous. The text of this material must be in your partner's language or in English. The letter ends with words of gratitude for cooperation and an expression of hope for its continuation. And without fail: "Sincerely yours", "Respectfully", etc. The signature is placed on the right side of the sheet, under the final courtesy formula. The name of the signer is typed under his handwritten signature.
About envelopes. You can get by with standard envelopes for international mail, but it should be borne in mind that abroad all fairly large firms have their own envelopes, on which the same information is repeated in a somewhat truncated form as on the form. A branded envelope will not only raise the prestige of your organization in the eyes of a foreign partner, but also save you from having to provide a return address. Abroad, the order of writing the address is directly opposite to ours: first they write "to whom", and then "where". The first position of the address is the addressee's surname with initials before it and one of the abbreviations: Mr(mister) if it's a man, and Mrs(Mrs.) if it is a woman. The second position of the address is the position of your addressee. It is indicated so that the letter is not perceived as personal. If the addressee is currently absent, such a letter will be opened by his deputy. If you want to keep the contents of the letter secret, it is better to indicate after the last name: private (personal, confidential) which means "in person". The next position of the address is the company name. The following abbreviations can be used here: Company - Co., Corporation - Corp., Department - Dept., Incorporated - Inc.. Then follows the house number and the name of the street, city, state. And enclose the address, zip code and country name. Be sure to keep copies of your letters.
You enter into business correspondence with real or potential consumers of your products or services. It can be an offer letter, a rejection letter, a response to a request, etc. Writing a letter is a kind of art. A business letter must be impeccable in all respects: even a minor non-compliance with the rules can make it incompetent with legal point vision. Properly executed legally, written in good language, in letterhead, a business letter that is unambiguous in meaning is one of the keys to the success of your business.
Letter to a foreign partner has its own canons, often unknown to us.
The letter begins with an exact repetition in the upper left corner of the address written on the envelope. On the right side and just below the address, write the date the letter was sent. For example:
December 12, 1997
December 12th, 1997
The date abbreviations adopted by us such as 12/XII 1997 or 12/12/1997 are not used in international correspondence. Here and in the text of the letter, only abbreviations of some months are allowed:
September-Sept.
Even lower, again on the left side, they write courtesy. It traditionally consists of words Dear Mr(expensive) or Dear Mrs(dear) and the name of the addressee. The initials here can no longer be repeated. If you don't know the recipient's last name, you can write Dear Sirs or Dear Sir/Madam. After an introductory address to English correspondence a comma is put, and in correspondence with an addressee from the USA - a colon or a colon and a dash ( Dear Sir, / Gentleman: / Gentleman: -)
The next line after the designation "Re"(Reference) or without it in business correspondence, it is customary to briefly indicate the subject of the letter, for example:
Re: 1997 Moscow Book Fair
Moscow Book Fair 1997
In the text of the letter it is not customary to use abbreviations such as
I "m instead of I am
can "t instead of can not
Haven "t instead of have not
I "ll instead of I will, I shall
These words are best written in full.
In business letters, it is customary to write with a capital letter:
- proper nouns, as well as adjectives denoting nationality and state affiliation ( Russian, English, French etc);
- words, including abbreviations, in the names of firms and organizations, departments of the organization, with the exception of prepositions, conjunctions and articles;
- words in the designation of the position held, with the exception of prepositions, conjunctions and articles ( Chief Engineer, Director, Captain);
- words, including abbreviations denoting the names of cities, states, republics, streets, squares, marinas, districts, buildings, hotels, as well as the numbering of floors, apartments, rooms ( 21 Fenchurch Street, London, England, Hotel International, 3rd Floor, Room 346 etc);
- full and abbreviated names of months and days of the week ( Saturday, March etc);
- product names, trademarks and some documents ( Iron, Coal, Bills of Lading, Letter of Guarantee, Charter Party etc);
It is not customary to write long letters in business correspondence. If, nevertheless, your letter does not fit on one page, you need to put it at the end of the sheet: ( continued over) or ( see overleaf), which means "continue further" or "see overleaf".
They usually end the letter with the words Sincerely Yours(Sincerely yours) or simply Yours(Yours) and a signature indicating under it your name and position. In order not to put your partner in a difficult position and not make him speculate about your own gender, take the trouble to write your name in full at this point in the letter, that is, not P. R. Dovzhenko, a Pavel Dovzhenko or Polina R. Dovzhenko.
If you are, for example, on a business trip out of town, dictated the answer to an urgent letter to your deputy by phone, he must put the letters pp (per procurationem) against your last name - by agreement) and, having signed the letter himself, attribute below: Dictated by Mr<...>and signed in his absence- Dictated by Mr.<...>and signed in his absence.
Letters are neutral or favorable, may contain a refusal or aim to persuade the addressee to something.
Rejection letter to the claim of a client or partner. A well-written rejection letter important role in the field of "public relations" - helps, despite the refusal, to keep about you good opinion and maintain a relationship with the client. The beginning of the letter should carry a neutral comment in which you list what you agree with. Avoid anything that may give the impression that the claims can be satisfied or that they were rejected outright (words "however", "but", "unfortunately").
The enumeration and explanation of the reasons for the refusal precedes the refusal itself. A clear and plausible explanation will help the recipient swallow it more or less painlessly. When listing the reasons for rejection, avoid exaggerated explanations (no apologies are required in case of unfounded claims), do not hide behind bureaucratic procedures or rules (this is unconvincing), do not answer too briefly or in general (the connection between the explanation and the problem itself is lost). The refusal should follow logically from the previous content of the letter. If the reasons are clearly listed, the person will, in most cases, accept rejection before the turn comes. A positive ending should give the recipient the impression that they are more interested in themselves than in the rejection. Even if it is impossible to resolve the client's issue positively, it is necessary to maintain the good name of the company and express readiness to continue cooperation.
Credit denial. Neutral comment: "Thank you for ordering 300 crop protection sprayers from your shop. A large order indicates that you are expecting profitable trading in the spring." Statement of reasons for refusal: "The reputation of your enterprise as a creditworthy one indicates enterprise and efficiency." Disclaimer: "The economic recovery expected in the spring will probably improve your position. We continue to offer our services on a cash or check basis. This type of payment allows a 2 percent discount"... Positive ending: "In addition to lowering the cost, this type of payment means the possibility of purchasing any quantity of goods. Your orders will be implemented immediately upon receipt of payment. "
offer letter aims to interest and persuade. Before you start writing, you need to: - understand the product, idea or service as best as possible (principle of operation, design, maintenance, price, advantages, how it differs from competing analogues, guarantees, etc.; - make inquiries about the person ( a group of persons) to whom a letter is addressed in order to touch his feelings or interests.
Letter of offer:
1. Attracting the attention of the reader. At the very beginning of the letter, it is necessary to arouse curiosity (“the greatest advantage of our products is that ...”), offer a price reduction (“two pairs of boots for the price of one”), hint at the special relevance of the offer (“today more than 1 million people read our newspaper..."). Typical mistakes: inability and unrealistic questions like: "How to double income and reduce the number of working hours per week?"; irrelevant statements ("by the way, you don't have to be a millionaire") - look intriguing, but out of place. The basic rule is the connection of the introductory statement with the product.
2. Stimulation of interest by the content of the text. Your goal is to create a desire to buy a product. The emphasis should be on the main points: a description of the product and a message about its quality or about the results of using the product. For example, when selling a lawn mower, it is better not to recommend the car to the client, but to emphasize his satisfaction with the fact of well-cut grass.
3. At this stage, the mood of the reader of the letter should change from "I would like to have it" to "I really need it." Here you must turn either to feeling, or to logic, or to both at once. For example, a car salesman may focus on logic (a three-year warranty) or on emotion (a new brand of car that no one else in that city or area has yet).
4. The end of the letter should indicate a specific action that the reader should take. Some well-researched letters in the first three positions are not effective due to the fact that they do not articulate a specific expected action. At the end of the offer letter, you can once again briefly remind the addressee of the arguments in favor of purchasing this product, service, idea.
An example of an offer letter:
"Do you want to make your apartment more attractive and comfortable? Don't worry about painting the walls?
The owner of the apartment spends a lot of time and money to keep it in good condition. You know this very well and would like to find an opportunity to save money and time. Imagine that your apartment looks better and you have more free time. You will do whatever your heart desires, and not as usual to paint, clean and repair. People who dealt with us, i.e. with a firm ... (name), easy to recognize, because they smile more often. Why not smile when you don't have anything else to paint and clean? Fill out the stamped coupon and send it immediately. In response, we will send a brochure with detailed information. When you see how our firm can improve your apartment, then ask yourself the question: "Why didn't I do this sooner?".
It is likely that after reading such an interesting letter, the addressee will certainly become a client of this company. For all the seeming simplicity and reliability of the letter, this method of establishing contacts has many "underwater reefs", and above all - the low utility rate of one letter. As statistics show, the probability of receiving a response to one letter is no more than 5-8%. Experienced businessmen who start a business send letters to several addresses at the same time, and after a few days they call their addressees.
Communication by e-mail is an integral part of the work of any modern office worker. And accountants are no exception. How to conduct correspondence in such a way that business communication is productive, emotionally comfortable and extremely ethical? I offer readers some practical advice.
TIP 1. Do not neglect in your letters a personal appeal to the addressee
Thus, you will demonstrate your attention to the personality of a person. If the letter is written to a specific recipient, then the absence of a personal appeal in it looks incorrect and impolite.
When you write one of the first letters to the addressee, the question often arises: how best to address him - just by name or by name and patronymic? In this case, you need to look at what is written in the signature that ends the letter of this person to you. If the name is indicated there (without patronymic), for example "Svetlana Kotova" then feel free to call by name. And if the signature says "Svetlana Vasilievna Kotova, Chief Accountant LLC "Trenzor", then you need to address the addressee accordingly. In any case, the second option is extremely correct, and therefore win-win.
I do not recommend focusing on the information in the "From" field. Indeed, often it is initially filled not by the owner of the email address, but by the IT specialist of the company when setting up email.
By the way, when referring to a business partner or client, I strongly advise you not to use the short form of the name (“Sash” instead of “Sasha”, “An” instead of “Anya”), no matter how democratic the writing style is and no matter how long your correspondence. What sounds familiar in oral speech, in written language looks too plain.
TIP 2. Pay special attention to the shape of the greeting
Do not use the phrase "Good day!". Even if you are guided by the good intention of matching the time zone of the addressee, this phrase sounds tasteless, I would even say vulgar. It is better to use neutral options: "Hello...", "Good afternoon...". And of course, add the name of the addressee to the greeting, if you know it. For me personally, for example, it is much more pleasant instead of a faceless "Hello!" get personal "Hello, Tamara!".
Remember that in this way you greatly save the addressee's time. After all, he will be able to immediately assess the content of the received letter and quickly decide on its priority and importance.
The wording of the topic should be brief, but at the same time accurately reflect the subject of the correspondence. For example, “Agreement, invoice, act from Alfa LLC” instead of Documents. As aspects of the issue under discussion change, add clarification to the topic. For example, “Cooperation with Perm” → “Cooperation with Perm. Date of negotiations” → “Cooperation with Perm. Draft agreement".
If during the correspondence you see that the “Subject” field is filled in by your addressee arbitrarily or not filled in at all, take the initiative in your own hands and try one of two scenarios.
SCENARIO 1. When answering, fill in the "Subject" field yourself. If the addressee is attentive, perhaps this will already be enough to bring your correspondence into an adequate form.
SCENARIO 2. If the recipient continues to ignore filling in the "Subject" field, write him a letter with the following content: “Alla, I suggest that you immediately indicate the subject of the letter in the “Subject” field. I think this way we will significantly increase the effectiveness of our communication.”.
TIP 4. Pay attention to the "To" and "Cc" fields
You need to clearly understand the purpose of these fields generally accepted in the business environment:
- <если>in the “To” field only you appear - this means that the sender of the letter is waiting for a response from you to his question or request;
- <если>there are several recipients in the field - the sender is waiting for a response from each or from any of the recipients. In this case, when replying, save the list of recipients set by the sender using the "Reply to all" function (of course, provided that you intentionally do not want to reply only to the author of the letter, hiding the essence of your answer from the rest of the participants in the correspondence);
- <если>your name appears in the "Copy" field - the sender wants you to be aware of the issue, while he does not expect an answer from you. So, you should not enter into correspondence on this issue. If you still decide to do this, then it will be a sign of good form to start writing one of the phrases: “If possible, I would like to join the discussion of this issue ...”, "Let me give you my opinion...".
As for the "Bcc" field, in terms of business ethics it is the most controversial email tool. Sometimes it is perceived as a tool of almost secret surveillance and information. After all, the recipients placed in the "Bcc" are not visible to other recipients. In some, usually large companies, especially scrupulous in matters of ethics, it is strictly forbidden to use this field in corporate correspondence, except for mass mailings. But in most companies they use it, observing the following rules:
- sending a letter with the "Bcc" field filled in implies that the author of the letter has notified the hidden recipients (or is going to do so) about the reason and purpose of such a form of message;
- the hidden addressee does not need to enter into correspondence.
At trainings, I am often asked the question: are there any generally accepted standards regarding the time during which it is necessary to respond to a letter from a client or colleague? But there is no universal answer to it.
If we talk about internal correspondence, everything here is determined by the speed and rhythm of the life of the company itself. There are firms in which a delay in responding for more than an hour and a half is considered bad manners. And somewhere the answer within a day is in the order of things.
By general rule The most acceptable response time to a letter is within 2-3 hours. This is the so-called comfortable waiting time, when the sender is waiting for an answer and does not experience internal discomfort from the silence of his addressee.
But what if, having received and read the letter, you understand that you cannot give a full answer to it within 24 hours? Then, according to the rules of good manners, notify the sender of your receipt of the letter and the approximate timing of the response to it. For example: “Hello, Sergey Vasilyevich! Your letter has been received. I will answer in the next couple of days” or “Andrey, I received the letter. Thank you! I need more information to answer. I'll try to answer as soon as possible....
TIP 6. Follow the basic rules for submitting information in a letter
There are not many of them:
- when reading a letter, the most comfortable volume fits "on one screen", maximum - on an A4 page;
- the size of the sent attachments should not exceed 3 MB. Larger files can lead to "hanging" mail at the addressee;
- when "packing" attachments, use universal zip or rar encodings. Other extensions may be blocked or cut off in transit and create problems for the recipient;
- never start a reply as a new email (without saving the history of the correspondence). Otherwise, the recipient will be forced to spend time looking for the original message;
- write in a language that is most understandable to the addressee. Many people wonder if it is appropriate to use professional or corporate vocabulary, slang, abbreviations and anglicisms.
In each case, this must be decided separately.
So, intra-corporate correspondence in a company is almost always replete with slang and abbreviations: they are familiar and understandable to all participants and save time. But you need to be careful when using them in correspondence with counterparties.
There was such a case in my practice. A colleague was preparing materials for a publishing house and in the last letter she wrote: “Masha, please send all your asap materials”. Masha decided that this was a designation of a format unknown to her, into which the text needed to be translated. She killed a lot of time, by hook or by crook, figuring out how to satisfy the publisher's request. Imagine Machine's annoyance when, 2 days later, she finds out that the cryptic "asap" is an abbreviation of the widely used in the English-speaking environment "as soon as possible" ("as soon as possible"). But Masha could send materials within half an hour from the moment she received the request!
TIP 7. End each letter with a block of your signature and your contacts
Regardless of how closely you know the addressee and how long your correspondence has been going on, each of your letters should contain a block consisting of a signature and contact information. It is an integral part of the culture of business communication.
The block must contain:
- your first and last name. There is no need to use abbreviations. Instead of “T.L. Vorotyntsev" in my signature I indicate "Tamara Leonidovna Vorotyntseva" or "Tamara Vorotyntseva" so that the addressee understands how to contact me in a response letter;
- your position. This gives the recipient the opportunity to understand the boundaries of your authority and professional competence when resolving issues;
- contact details (phone, email, company name, website). So you will provide the addressee with the possibility of additional operational communication if necessary.
I would like to add to all that has been said: your e-mails are the very clothes by which they are greeted. In other words, observing the etiquette of business correspondence, you will make the most pleasant impression on your addressee in absentia.
CORRESPONDENCE ETIQUETTE
If your words are important enough to be written, then they are also really important to be written correctly!
D. Harris
Modern rules for writing letters are essentially all the same formalities observed in writing. They were invented in 1842 by the London artist William Angli, the compiler of the first New Year's greeting card. And in the 1860s. with the development of regular mail, these forms became generally accepted.
Of course, people wrote letters to each other before, and there were certain customs. So, the ancient Romans did not sign letters, unless they were letters to the emperor himself. Letters were handed over by messengers personally to the addressee, therefore the addresses were not written on the envelopes.
Since ancient times, entire poems, novels, philosophical treatises, political pamphlets, and critical articles have been composed in the form of letters (in literature this is called the epistolary genre). The great representative of Eastern medieval literature, Nizami, considered the ability to correspond with a great art. In the first chapter of his book A Collection of Rarities, he gives a series of advice to Dabir the clerk. Here is one of them: “... in correspondence and sending messages, it was not appropriate for him to be insolent to respected people and noble gentlemen. And if there is a strife between his master and the one to whom he writes, let him not blacken his reputation by tempering his pen, except in relation to the one who himself crossed the borders and moved his foot of dignity beyond the circle of nobility, for it is said: the word for word, but the one who started is more guilty.
Etiquette does not require beautiful handwriting, but writing illegibly is just as uncultured as muttering under your breath when communicating with others.
Now, using a computer, we can choose any font for writing, but ornate letters do not indicate a high mind and! sense of proportion.
It is considered very ugly and impolite to put one letter with a dot instead of a signature. Whatever kind of letter - business or friendly - you should indicate the address and date.
In a letter addressed to a private person, it is senseless and tactless to indicate your position, just like not to indicate it in a business letter.
You should never write verbosely to persons above or below you in position. In the first case, your verbosity may seem disrespectful, and most likely a long letter will simply not be read. And in the second case, a long letter can be considered familiar.
In the art of composing letters, the ability to distinguish the addressee and choose the right tone of presentation is very important.
The letter reflects the moral character of the writer, it is, so to speak, the measure of his education and knowledge. Therefore, when writing, you should be subtly witty, every minute remembering that, according to your letter, people draw a conclusion about your merits and demerits. Tactlessness in words and carelessness in expressions expose the writer in an unsightly form for him.
Norms and rules of business correspondence
Do not send a letter without thinking about its content. Be sure to read it over before submitting.
If you are writing a letter using a computer, then use the Word program, because this program has a spell check option. You can be a very literate person, but make mistakes in writing. They will be invisible to you, but quite obvious to another person. Please note that offers made by an illiterate person are not seriously considered!
After reading the letter that came to you, do not rush to answer, even if you really want to - it is estimated that the lion's share of Internet time is spent on response letters. Get off the Internet, reply to all emails, reread them, and then just send.
Remember that it is customary to write long letters only to close friends, relatives or the subject of your tender feelings. For everyone else, your letter is interesting only from an informative point of view.
Faxes are essentially just fast mail, so all the requirements for a letter apply. In some cases, the fax message is confirmed by sending the original with regular mail. There are two types of faxes - very short messages that require an urgent response, and longer ones. In the first case, the message is written on a standard fax transmission form. The text of such a message is purely informative. In the case when a long message is sent by fax, the addressee must be indicated on the standard form and brief information on the content of the attached document (contract, order, copy of the invoice, payment document, etc.).
Such modern means of communication as fax, telex, as well as the well-known telegram are considered fast not only because they reach the addressee quickly, but also because they require a quick response. Each of these means of communication has its own specific language, but all of them allow you to respond quickly and effectively when communicating.
Letter paper
It is necessary to choose paper for a business letter quite carefully, since the impression that it can create on the recipient of the letter affects the reputation of the sending company. The paper should be of good quality, visually attractive and slightly conservative: white or slightly tinted. For personal letters in many countries of the world, paper is used, both in color and in design.
At the top center or upper left corner of a standard company sheet, as a rule, the initials, name or address with postal code and telephone number of the sender are indicated. By personal order, you can make paper with embossed initials, a monogram or a logo.
If you do not use your company's standard letterhead, then the paper must meet the accepted requirements: A4 size, white, thick, a sheet without defects and stains (especially if you offer cooperation, represent your company or are hired).
Making envelopes
The envelope must be thick, opaque, standard size, white paper. The address on the envelope must be printed in a block or visible in a transparent window. There are no restrictions and strict rules. Some countries sometimes require a cover letter or resume to be handwritten when applying for a job. In this case, it is useful to write the envelope in a neat, clear handwriting.
Reputable firms send their correspondence in envelopes with addresses printed in the printing house.
If the letter is enclosed in an envelope with a transparent window, then the address is written once - in the upper left corner of the letter. The letter is folded in such a way that the recipient's address shines through the window of the envelope.
The surname of the addressee is written with initials: first the initials, and then the surname. Politeness requires putting one of the abbreviations before the initials: “Mr.” (“Mr.”), “Ms. These addresses are not used independently, without a surname.
Ranks and titles such as general, colonel, professor or president should preferably be written in full, especially on the envelope of the letter: "Dr. D. Smith", "Professor
A. Schultz”, “General R. Wilson”, etc. In all Western European countries, as well as in the USA, it is considered impolite to omit titles and ranks in oral and written communication. However, writing and saying “Mr. + title or rank + surname” is customary only in Germany.
In England, the polite address "esq." is often used, abbreviated as "esk." Moreover, the appeal "Esquire" is never used in conjunction with the word "Mr."
In the USA follow English rules correspondence, but the form of address "Esquire" is not used. In the USA and England, if the addressee is a married lady, the name and surname of her husband are indicated on the envelope, the address of unmarried ladies contains their name.
In both England and France, the addressee's title of nobility (if any) is always indicated on the envelope, but it is not customary to mention it in the body of the letter. In England, the title of baronet is quite common, which stands behind the name and is expressed mostly in the abbreviated form - Bart., and also the word "Sir", which comes before the name, but by no means the family name; for example: Sir Robert Peel, Baronet (or Sir) Robert, but by no means Sir Peel. The wife of a baronet is also called a lady out of courtesy, as is the wife of a lord.
If you want to send a letter personally to any employee of the company, then after the last name you should put the word “personally” (“Private” - England, “Personal” - USA, “Confidential” - England, USA). If there is no such designation, then the letter, in the absence of the addressee, will be opened by his deputy.
In Russia, they first write the postal code on the envelope, followed by the country, city, street, and complete everything with the last name and first name of the addressee. In all other countries, the line “To” comes first, and then “Where”. After the addressee's surname, the name of the company where he works, its postal address is written: house number, street name (in that order). And they end the address with the names of the city, state (county, canton, etc.) and country, indicating the postal code. Here is an example of how to write an address in Los Angeles, California:
Mr. Alexander Morris
Ed. In Chef "Modern Publisher"
Hollywood Blvd, 642, LA
If the addressee is absent, and the sending company knows its location, then the abbreviation “Care of (c / o)” is usually written before the name of the company, which means “For transfer to the addressee”. If the letter is addressed to the company, and you want someone else from its employees to look at the letter besides the head, then after the address, the designation “Attention of Mr ...” (“Attention of Mr. ...”) is placed at the bottom.
When sending small brochures, booklets in an envelope, they write “ Printed products” (“By Book Post” or “Printed Matter”).
Below we give the abbreviations accepted in the international postal message on the envelope.
English county names
| In Russian | In English | Reduction |
|---|---|---|
| Bedfordshire | bedfordshire | (Beds) |
| Berkshire | Berkshire | (Berks) |
| Buckinghamshire | Buckinghamshire | (Bucks) |
| Cambridgeshire | Cambridgeshire | (Cambs) |
| Cheshire | Cheshire | (Ches) |
| Cornwall | Cornwall | (corn) |
| Dorset(shire) | Dorset(shire) | (Dors) |
| Durham | Durham | (Dur) |
| Essex | Essex | (Ess) |
| Gloucestershire | Gloucestershire | (glos) |
| Hampshire | hampshire | (Hamts) |
| Hertfordshire | Hertfordshire | (Herts) |
| Isle of Wight | Isle of Wight | (I of W) |
| Lancashire | Lancashire | (lancs) |
| Leicestershire | Leicestershire | (Leics) |
| Lincolnshire | lincolnshire | (Lincs) |
| Norfolk | Norfolk | (norf) |
| Northamptonshire | Northamptonshire | (Northants) |
| Northumberland | Northumberland | (Northd) |
| Nottinghamshire | Nottinghamshire | (Notts) |
| Oxfordshire | Oxfordshire | (Oxon) |
| Shropshire | Shropshire | (Salop) |
| Somerset(W) | Somerset(shire) | (som) |
| Staffordshire | staffordshire | (Staffs) |
| Suffolk | Suffolk | (suff) |
| Surrey | Surrey | (sy) |
| Sussex | Sussex | (Sx) |
| Warwickshire | Warwickshire | (warks) |
| Wiltshire | Wiltshire | (Wilts) |
| Yorkshire | Yorkshire | (Yorks) |
US state names
| In Russian | In English | Reduction |
|---|---|---|
| Alabama | Alabama | (AL) |
| Alaska | Alaska | (AK) |
| Arizona | Arizona | (AZ) |
| Arkansas | Arkansas | (AR) |
| California | California | (CA) |
| Colorado | Colorado | (CO) |
| Connecticut | Connecticut | (CT) |
| Delaware | Delaware | (DE) |
| Columbia District | District of Columbia | (DC) |
| Florida | Florida | (FL) |
| Georgia | Georgia | (GA) |
| Hawaii | Hawaii | (HI) |
| Idaho | Idaho | (ID) |
| Illinois | Illinois | (IL) |
| Indiana | Indiana | (IN) |
| Iowa | Iowa | (IA) |
| Kansas | Kansas | (KS) |
| Kentucky | Kentucky | (KY) |
| Louisiana | Louisiana | (LA) |
| Maine | Maine | (ME) |
| Maryland | Maryland | (MD) |
| Massachusetts | Massachusetts | (MA) |
| Michigan | Michigan | (MI) |
| Minnesota | Minnesota | (MN) |
| Mississippi | Mississippi | (MS) |
| Missouri | Missouri | (MO) |
| Montana | Montana | (MT) |
| Nebraska | Nebraska | (NE) |
| Nevada | Nevada | (NV) |
| New Hampshire | New Hampshire | (NH) |
| New Jersey | New Jersey | (NJ) |
| New Mexico | New Mexico | (NM) |
| New York | New York | (NY) |
| North Carolina | North Carolina | (NC) |
| North Dakota | North Dakota | (ND) |
| Ohio | Ohio | (OH) |
| Oklahoma | Oklahoma | (OK) |
| Oregon | Oregon | (OR) |
| Pennsylvania | Pennsylvania | (PA) |
| Rhode Island | Rhode Island | (RI) |
| South Carolina | South Carolina | (SC) |
| South Dakota | South Dakota | (SD) |
| Tennessee | Tennessee | (TN) |
| Texas | Texas | (TX) |
| Utah | utah | (UT) |
| Vermont | Vermont | (VT) |
| Virginia | Virginia | (VA) |
| Washington | Washington | (WA) |
| West Virginia | West Virginia | (WV) |
| Wisconsin | Wisconsin | (WI) |
| Wyoming | Wyoming | (WY) |
Postcard - a sign of special attention
Most countries in the world use different kinds postcards: for official and informal correspondence.
Small folded postcards meant for informal correspondence are used when you want to write a small note for which there is not enough room on a business card. Personal postcards for informal correspondence are issued in the same way as business cards. They can be engraved, printed or thermally applied with any inscription of your choice. You can attach such a card instead of a business card to any gift by writing a few words on its inside.
In response to various kinds of congratulations received by officials from strangers on the occasion of winning an election, conferring an honorary title or appointment to a public position, it is customary to send thank you cards with embossed type. Such postcards are ordered by the company along with forms, business cards, envelopes, etc.
Postcards for birthdays, various anniversaries, etc. serve as a pleasant sign of attention from others.
On greeting cards with standard text that are produced in large quantities, it is advisable to make a small handwritten note expressing personal feelings about significant date. A printed standard message is no substitute for personal attention.
If the card is sent on behalf of a married couple, then the one who writes it usually puts his name last. The words "Mr. and Mrs." are never put in the signature on greeting cards.
If the company has a tradition of sending customers and partners Greeting Cards for Christmas and New Year, they should be sent to the address of the office and on behalf of the company. If a business partner is also your good friend, then you can send congratulations to him and his wife at their home address, even if you do not know his wife.
If your name or the name of your company is already printed on the postcard, you must personally sign each postcard you send.
It is advisable to add at least a few words from yourself, such as, for example, “best wishes for the New Year.” If you do not write personal greetings to your addressee or at least his name on a printed postcard, you will deprive the message of its purpose - to convey your feeling of goodwill.
congratulatory letters
They should be sent, taking into account the work of the Russian mail, which is very overloaded on holidays, therefore, for efficiency, it is better to send telegrams.
It is better to send New Year's greetings in advance so that they reach the day before or on the day of the holiday. This must be observed not only in business relations but also with relatives. Concerning friends or close acquaintances, the term of congratulations can be extended to the first week after the New Year, everyone else can be congratulated during January.
Congratulations on your birthday ahead of time is not accepted!
If the letter is written on a computer, then at the bottom of the printout, next to the computer version of the signature, there should also be a signature with a fountain pen.
If you print a letter on a printer, be sure to take a look at it before sending it - it is unacceptable for fragments of poor-quality printing to be present on the paper.
If you are sending an email, but in PDF format, then Adobe Acrobat has an electronic signature feature that you can do with your mouse.
Business letters
Your letter should make a solid impression at first sight. The appearance of a business letter, that is, the envelope and the paper on which it is written, must be impeccable. Otherwise, the letter runs the risk of being unread in the waste paper basket, even if it contains the most valuable information for the recipient. This is especially true for letters such as introducing a company, offering products, goods, services, and applying for a job.
If you are going to request information, order goods, services, then both the envelope and paper may not be the most expensive, but still of good quality.
A standard business letter is executed according to the following scheme:
The signature should be done in such a way that the recipient does not doubt that you do not have a decent fountain pen or that you are not very confident with the pen.
Business correspondence can be divided into two categories: letters with offers to sell (products, goods, services, job applications, etc.) and letters with offers to buy (products, services, etc.). The remaining functional letters (complaint, reminder of bill payment, etc.) can be attributed to the derivatives of the correspondence of the first two categories.
The strategy and style of such letters are different. The hardest part, of course, is the category of sales letters, as selling something is always much more difficult than buying. But in any case, when writing all types of letters, one should be guided by the English formula KISS - “Keep It Short and Simple” (“Keep it short and simple”).
The letter should be both informative and concise and take no more than one page. Remember, no one will read more than one page!
End the letter with a direct statement of what you expect from this company. It is this final phrase that will be remembered the most.
Use the standard font for business letters if it is not a congratulatory letter (as a rule, in Word it is Times New Roman or Arial), with a size of 12. If the letter is not long, then it is better to choose the 14th size so that your addressee does not strain his eyes.
The words "you", "you", "your", "your" are written with a capital letter.
If you are writing a letter abroad, then never try to translate it verbatim from your native language into a foreign language. Standards are different everywhere. Prepare a database of letters you have learned from: you have received them and they seem exemplary to you. Also, purchase relevant literature on the subject. After adapting the source text to the current moment, you will have a finished letter.
Your letter containing cooperation proposal, as well as information about the company's products and services, should be written as personal, only to him alone, to the recipient, addressed. No cold, formal phrases! All global business is built on personal relationships, and they must be built.
List the achievements, advantages of your company, its product, service (this must be stated honestly, without undue exaggeration, since any information these days can be easily verified).
List the main advantages, innovations, advantages of the proposed product and services.
Specify the market segment where you propose to present your product. Identify potential consumers.
If you are enclosing product samples, please explain which products are in the range offered.
Express your willingness to answer all questions that may arise during the evaluation of the product.
Try to respond to a tempting offer of cooperation as soon as possible, if it is worthwhile. Surely, its author sent the same letters to your competitors.
The answer can be negative or neutral (if the recipient is not completely sure about the result of the proposed cooperation, but would like to find out some questions that will help make a final decision). In any case, the letter should end politely.
If you are writing a positive or neutral response to a proposal letter, the plan of the letter should be like this.
Thank you for the letter, indicating the products, goods, services, etc. that were brought to your attention.
Report the positive results of the examination of the proposed goods carried out in your company.
List the issues that you consider important for the conclusion of the contract.
Offer to meet with your potential partner to discuss the details of the contract.
Express hope for future mutually beneficial cooperation. End the letter with a standard phrase such as: "With hope of cooperation", or "I remain entirely yours", or "Best regards".
Indicate your position, after the space for the signature - the surname and initials, put your signature by hand.
Target request or requirement- to receive information, help or some desired action for you from your addressee.
Briefly introduce yourself and your company.
Explain why you are writing this letter, state your interest.
Explain what you would like to receive from the recipient.
End the letter with a standard phrase such as "Looking forward to cooperation", or "I remain entirely yours", or "Best regards".
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Reply to a request or request usually written like this.
Indicate your actions that were taken at the request of the author of the letter.
Draw the attention of the addressee to information that is especially important to him.
Indicate an additional opportunity that will help the addressee make a choice in favor of the product, service, etc. you offer.
State your willingness to give Additional information by product.
The final phrase may be a continuation of the previous paragraph.
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Product Order Letters are written in accordance with the following plan.
Refer to the previous letter that ordered the product.
Repeat the conditions under which you order the product - price, quality, quantity, discounts, payment terms, delivery terms.
Confirm the order by indicating that the order form is attached.
Offer payment terms.
Specify the terms and conditions of delivery.
End the letter with a standard phrase such as: "With hope of cooperation", or "I remain entirely yours", or "Best regards".
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Reply to letter of order carried out according to the standard plan.
Express your gratitude for ordering the product.
Confirm the possibility of delivery, the size of the discount, other important terms of the transaction, especially if there were disagreements on them.
Indicate that the goods will be shipped as soon as the bank confirms the payment for the order. Report the shipment of goods, if it has already been made. Draw the attention of the customer to important details that may be useful.
End the letter with a standard phrase such as: "With hope of cooperation", or "I remain entirely yours", or "Best regards".
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Letters of complaint about products, service, delivery, etc. belong to the category of the most difficult letters. The purpose of a letter of complaint is not just to let off steam, but to receive compensation for non-fulfillment of business obligations. The plan of such a letter can be presented in the following form.
Explain what you are complaining about based on factual material (dates, amounts, order number, etc.).
Explain your rationale for the complaint by comparing the promised business commitments (favors, service, order fulfillment, etc.) with the actual circumstances.
In such letters, it is allowed to express feelings about what happened, to suggest the reasons that caused this problem.
If applicable, describe your own steps in trying to resolve the issue.
Demand from the company that has not fulfilled its obligations, clarifications, compensation for material damage, compensation for moral costs.
Please let us know what steps will be taken if your requirements are not met.
End the letter with a standard phrase such as: "With hope of cooperation", or "I remain entirely yours", or "Best regards".
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Response to a complaint Client/Business Partner is one of the most difficult emails, as it should provide a comprehensive explanation of the reasons that caused the dissatisfaction of the client/partner, while maintaining the face of your company.
Refer to the letter of complaint.
Explain what caused the problem.
List your steps in trying to resolve the problem immediately.
Please let us know what steps have been taken to avoid repeating the same mistake in the future.
In any case, please apologize for the inconvenience caused.
End the letter in an optimistic tone.
The purpose of the cover letter to the contract is purely legal. Since all contracts must be sent at least registered mail, then very often the term of the contract begins from the moment the letter is received. Such a letter contains a very brief summary of the essence of the contract, which is attached to said letter.
End the letter with a standard phrase like: "Looking forward to cooperation" or "Best regards."
Indicate your position, after the space for the signature - the surname and initials, put a handwritten signature.
Contract Termination Letter is written in the same way as the previous one, and has the same legal meaning. Usually, the terms of termination of the contract are discussed in advance and are written in a special section in the text of the contract. Type of postal item (registered, express mail, courier delivery, etc.) for cover letters to the contract is usually specified in the contract.
Letter to the bishop (bishop) you can start with the words: “Vladyka, bless” or “Your Eminence, bless.”
In official correspondence, the following form is followed.
They usually end a petition or a letter with the following words: “I ask for the prayers of Your Eminence ...”
Priests, who are, in fact, in church obedience, write: “Humble novice of Your Eminence…”
At the bottom of the sheet they put the date according to the old and new styles, indicating the saint whose memory the Church honors on this day. For example: July 5/18. Rev. Sergius of Radonezh.
Etiquette on the Internet
Of the choice of expressions, it may be said, in general, that it corresponds to the nature of the ideas, and consequently to the disposition of the mind.
Luc de Vauvenargues
Over the past 250 years since the writing of these lines, nothing in the world has changed.
The main users of the Internet initially were employees of government agencies and scientific organizations. The order and methods of using the Internet were described in the instructions. The etiquette of using the Web was based on the norms of communication and information exchange that were established in scientific circles. With the development of technology and communications on the Internet, there have been more users who are neither government officials nor science workers. Many of them used the Internet for exactly the purposes for which it was created - searching for information and establishing contacts.
Gradually, the Internet has become one of the types of entertainment, while remaining primarily a source of information.
With the development of the international system of "electronic" money, many firms have put forward and implemented the concept of selling goods via the Internet. Now the client can order goods without leaving home.
In turn, the availability of e-mail for Web users made it possible to evaluate its advantages over traditional types of mail. A sent letter can be on the other side of the globe in an hour.
There was a need to define the rules of etiquette on the Internet - the norms of behavior for both users and those who serve them.
In Internet messages, it is considered good practice to pre-announce the subject of the letter.
Attachments to emails (attachments) in recent times are not welcome due to the fact that they are used by hackers - hooligans who spread computer viruses. To fight this evil latest versions Windows XP's mail subroutine even has a special option to destroy any received emails with attachments.
Remember that you can simply transfer any document to the body of the letter, except for images. You can leave photos, pictures and other works on your URL and provide the address, link, by clicking on which your addressee will be able to get acquainted with this work.
The culture of chatting
Over the years of communication between people on the Internet, they have developed their own concepts of decent and indecent. And the special terminology, which has linguistic tendencies characteristic of any people, differs only in that it is used not orally, but in writing.
Anyone who enters the World Wide Web, it is advisable to familiarize yourself with network etiquette. It just so happened that communication in chats, forums, via ICQ and e-mail is done by typing on the keyboard. There are a great many written and even more unwritten rules of conduct.
The inhabitants of chats have long thought about how to express their emotions when communicating. Then they established chat writing. It was based on figures made up of text characters and called emoticons (from the English smile - smile). This series of generally accepted abbreviations is multiplied every year. Accompanying the message text with these symbols makes it clear whether you are serious or joking, ironic or saddened. There are hundreds of different emoticons that have invaded Internet writing so vigorously that the hour is not far off when they will enter the mainstream literature and take the place of punctuation marks.
The correct use of emoticons can give your writing a lively character and even replace gestures. However, don't overdo it!
For example, a chat conversation might look like this:
<Ваrоn>Nu nu Deud potiagaemsia. ;-)
In informal letters, you can use generally accepted English acronyms-abbreviations to shorten the text, for example:
SUL ("See you later") "See you later!", "See you later";
F2F ("Face to face") "Face to face";
TNX (“Thanks”) “Thank you”, etc.
Using these abbreviations, you must be sure that the recipient of the letter is familiar with them and will be able to decipher them correctly. Remember that e-mail is a means of communication with living people. Before you send a letter, read it carefully again and put yourself in the place of the recipient.
Rules of etiquette for website owners
In general, the norms of behavior on the Internet differ little from the corresponding norms in society. The peculiarity is that the technologies used make the violation of these rules even more noticeable. The following Internet rules apply to the creators and owners of web pages and web servers.
Remember that by borrowing information from books and posting it on your websites, you are grossly infringing copyright.
For an ordinary visitor to web pages, there is a main rule: do not use the information posted on sites (text, illustrations, etc.) for commercial purposes without prior agreement with the authors or owners of web servers. Copyright infringement is a criminal offense.
Artists, musicians and writers demonstrate their intellectual property to the public in order to receive recognition. Therefore, robbing them is like taking away breakfast from a schoolboy.
The following rules are accepted for web page creators:
If your page contains a lot of video, graphic, etc. information or navigation elements are made graphically, consider the possibility of choosing a text-only or simplified view of the page. Some programs do not support working with graphics, then Internet access is set for users with a low data transfer rate, which significantly reduces their possible pleasure from visiting your page;
Strive to ensure that the address of your page is as short and clear as possible;
To obtain information about the page's performance and to resolve some other issues, the author must place a link to his e-mail address intended for these purposes;
The date of the last page update located in it will greatly facilitate the solution of the issue of the efficiency of information to the user (visitor);
If the page contains information that should not be seen by children or minors, it is necessary that an appropriate message be given before it appears.
A little about Internet security
Remember that hackers don't sleep and attack your computers. But the lion's share of hacker success is not in their great knowledge computer programs but in the knowledge of human weaknesses.
A hacker has many tricks to get a user to do what he wants. For example, get information from him or force him to run a particular program. This can be done with a few tricks.
Let's say he decided to infect your computer with a virus. He can do this with the help of your own employees, who will launch a program with a virus. To do this, he will write you such a letter.
Dear name!
Your network administrator is contacting you.
We received a letter that you have a possible virus in your computer. The name of this little program is jdbgmgr.exe. She sits in the computer for 14 days, and then starts. Please note that THIS VIRUS IS SELECTED TO ALL ADDRESSES IN YOUR ADDRESS BOOK!
To get rid of it yourself, you need to do the following:
1. Click Start, then Find, then Files and Folders.
2. Enter the file name - jdbgmgr.exe.
3. Set your search to all hard drives. Click Find.
This file will have a bear icon.
PLEASE DO NOT OPEN IT!!!
In the "Edit" menu of this search box, highlight the "Select All" menu bar, in the "File" menu, click "Delete". Now this program is in the Recycle Bin, delete it from there too!
IF YOU FOUND THIS PROGRAM ON YOUR COMPUTER, THEN FORWARD THIS LETTER TO ALL ADDRESSERS IN YOUR ADDRESS BOOK!!
This is a relatively innocent prank. "Microsoft® Debugger Registrer for Java" is on every computer running Win2000, XP (and maybe earlier versions) and it won't do much harm if you kill it.
But such a letter may also come.
Dear full name!
We are currently investigating hackers from Afghanistan who managed to break into our database. They have used 40 of our passwords in the last three months. As it turns out, this group exploits a vulnerability in some versions of a Windows program that allows them to read cached passwords.
We offer you a patch for IE, which you should install as soon as possible. This will prevent your problems in the future. We are sending this patch as an attachment to the letter. You can also download it from the Microsoft website: http://www.microsoft.com.
We apologize for the inconvenience and hope that this fact of online bullying does not turn you away from the benefits of e-mail.
The whole calculation is that it is unlikely that someone will delve into the vast expanses of the Microsoft site in search of a patch and simply launch this program that will give the spy all the secrets of your company or at least allow him into your local network.
Internet safety and ethics rules for children and teenagers
Never give out personal information about yourself (last name, phone number, address, school number) without parental permission.
If someone sent you or you yourself found something on the Web that confuses you, do not try to figure it out on your own. Ask your parents or teachers - they know what to do.
Meeting online acquaintances in real life is not a very good idea, as they may turn out to be completely different from what you imagine them to be. If you still want to meet, tell your parents about it, let them find a way to insure you.
Do not open emails, files, or web pages from people you do not know or trust.
Do not give your password to anyone, except for adults in your family, and even then only if you are sure that they will not tell anyone.
Always follow the family rules of Internet safety: they are designed to ensure that all of you feel comfortable and safe online.
Never do anything that could cost your family money unless your parents are around.
Always be polite in e-mail, and your correspondents will be polite to you - you build any relationship yourself.
Do not use text in CAPITAL LETTERS in emails. This is perceived on the Web as a shout and can upset your interlocutor.
Do not send large information in a letter (pictures, photographs, etc.) without prior
variant agreement with the interlocutor. Remember that, as a rule, files larger than a megabyte are hard to download and overload someone else's mailbox!
Do not send emails with any information strangers without their asking - this is perceived as spam and usually annoys Web users.
Do not post photos of friends and family on your site without first asking their permission.
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