Transcripts
1. What to expect: If you analyze any business in any time and relative
dimension in space, you will notice that they have some form of written
communication. Okay? Granted, the technology
will differ, but TO enough, letters
are the way to go. Every business with
a biggest mall has to maintain contact
with its suppliers, customers, prospects, government
department, and so on. Now in this course we pay
attention to business letters, okay, things like various types. The layout, samples. Hi, I'm Moses. And they're developing
educational content on business, finance, law, most of which
Aaron, my website, their network.com, and YouTube
channel direct network. In this course, you
learned about threatening business letters as part of written communication
in a business. And no, you cannot
just say, well, I don't need to know
how to write a little because I'll just
hire a secretary for my business or an assistant. The problem is that
you could do that, but the problem is
how we live in order. They've done the right job. If you are going to
supervise somebody, okay. If you are going to be in
charge of somebody or in fact, if you are going
to hire somebody, then you really need
to have a clue as to how or whether they're
doing the right job or not. And that is the reason why
you need to be, you know, you need to know how to
write business letters. In the course, you
will learn functions and essentials of an
effective business letter. Common features of
a business letter, layout of a business
letter, types of letters. And as a bonus, you're going
to have various samples of business letters that you
can actually download. They're going to be
in the resources. You get to learn that in
a lot of other things. So since the idea his
learning by doing, by the time you're
done in this course, you're going to undertake
a project needs. You're going to
write a letter to a customer who's actually complaining about something
that you didn't do. The derivatives you're
going treated later. Also going to trade one
to a customer's know, truly taken care of there
comes. I'm going to do that. So let's get started.
2. Real quick where are you learning from?: Hi, I know you're eager to get started with
business leaders, but before we do that too, just to enter simple request which just want a small favor. Just go to the comment bits of this course where you
are learning from, okay, where are you
watching his videos from? Its like high watching
this on from say, Gotham Ombudsman or hi, I'm Scarborough's,
I'm div row switching be Zone from
scatterers, whatever. Just do that. Which
country you from inch. I'll say hi Buck. Now let's get started. The business letters.
3. Overview and functions of a business letter : Every business with
a bigger small has to maintain contacts
with its suppliers, customers, prospects, government
departments, and so on. If you're in business are
going to have to exchange information redacted
lot of people I'm talking about things like making inquiry's Listening or does acknowledging and
executing orders, granting or applying for credit, making adjustments for
customers, Griffin says, ETC. As you're doing all that,
as you're doing all that, you're going to need some proof the transactions took
place because otherwise, if things don't go
according to plan, how to even start showing that. Well, we talked about distinct, already agreed on distinct. We've communicated. How do you show evidence of
your communication? While I'm saying is that you
really need to be good at expressing yourself in writing. That is the reason
why you need to understand how to express. You know, how to write
business letters. Some businesses have demand for good written communication. For instance, consultants
and publishes. Every business, every business, which is serious, will at
some point of to use lepers. And they probably say, well, I don't really write letters, but you do send emails rate, I mean, simply different
technology rate. So every business has to be every business person has
to be good at doing that. Now, why do we use later, what are some of the functions
of a business letters? The main reason for writing business letters
being to provide a convenient and
inexpensive means of communication without
personal contact. Remember, businesses are formal and we don't really want to allow for personal that
fraternity, that personal touch. It certainly is the case. I mean, sometimes we
need to allow for that, but most of the
time we just want to make it as
professional as possible. So in that case, let us step in a second thing to seek
or give information. Number three to finish evidence of a transaction entered into. How do you prove
that we add a deal? I mean, think of something
like a contract. You just don't get
into contract rate. There's going to be that
part where you're going to be the representation before you get into the actual deal. Most of the things that you say, most of the things
that you agree on, you're going to have
to to confirm that that these are to agree
on or we agreed on it. You're going to have to do
that in a letter or an e-mail. The point is you're going
to have tragic don't. And also to provide a record
for future reference. The proof that some
communication took place that Through the letter. Main reasons why
businesses are going to have to write let us
let us are important. And that is the reason why
you knowing how to do them. Knowing how to write
a business letter is important for the
survival of your business. In order just that,
basically for the survival of view
business communication. Because at some point, whatever agreement to get into, you may need proof. And other thing. The point is, it is important for you to
know how to do the letters.
4. Common features of a business letter : Let us have three
paths that ease. The top. That is everything which
precedes the body of the letter. The body of the letter. That is the message
that you are sending. The tail, which is everything which follows
the body of the letter. Before we jump into
what exactly is contained in those three parts. Let me show you what I mean. Here's what I mean. If these
are later than the top, this part here, that's the top. That becomes the top. It's pretty much
both the details we will come to that later. That becomes the top message. Basically that's the body. B for body. Then there is a tail. That becomes the two.
Yeah, That's the thing. All let us have that. There is the top,
there is the body, and then there is the tail. Okay, So let's look
at all the details that are involved in
those three beats. Okay, Now let's start with
the first one, the top. Here we have the
sender's address and other details, business letters. We'll start with
the address, okay, If you are the sender, then we need your full address. Right? There is, there is your address. So it could be really depends. So if it is your company,
your company's address, and the post office box
until they form the e-mail. Pretty much. Think of it that
easy. If that person is to communicate back to you, how are they supposed to do it? If you want them to
communicate back via e-mail and that is going
to be shown there. If you have them try it back, that is going to be shown there
as you want them to call, that is going to be
shown there and present a fox that is going to appear
as part of your address. If you want them to use all
of those zones actually to pick one of those
that concern you. Write them there by there. What do I mean? Alright, so easily mean, in this case we have your address, these
dissenters address. That's you. The layout. I mean, in this case
you have this layout. And if you're using
a block later, you're probably going to
have different layouts. Will come. We look at these, gonna take note both
Leo sort of later. So that's the sender. Except in this case they're
using block format. We look at the format, we looked at the formats
later in another video, but for now, just understand the common
features of a literate. So we are starting
with view address. In this case, I'm assuming
you understand that you have BC constructors. That's the address. And from gallery. Interesting, if you turn that, then, you know, if you go
with the block letter, let me know if you go with the semi block
letter, something. In this case the
addresses on the slide. Now, that's the first thing. That is the first
thing that you do that that is important
for a number of reasons. The main reason being that
it allows the receiver, the receiver to know
how to get hold of you. You've already
talked about that. Most companies, most companies wanted to Louis time doing that. Most companies just
have later heads. They have printed sheets
with letterheads there. That will save them time. Okay, they don't have
to type the address and all that sort up and statistics
and treated message. You just take one of the, one of the later heads, bridging or printer,
print the entire thing. The letter head contains the address that
is already there. However, if you're not
using headed stationary, there are two important
points to bear in mind. I'm born. Make sure that the address
is complete and includes the postpone postcode
or PO Box number. Number two. When you're writing as
a privilege individual, you should put only
the address at the top of the letter and not your name. Now the reason why she
would do that is because if you are not if you're
acting as accompany, your company will appear
at the top brick, so you lose the name
of the company. Unless you are a
consultant or an artist. Those are the people who
tend to use their names. Now let's talk about
the second thing. So the receiver's address, the recipient's address, or
the inside address, right? So with the recipient's address, these are the talking about, this is the recipient address
on the inside address. That was the sender. In this case is the receiver. So writing using our most, so there is that the receiver in this case we have
the descender was the BC constructed the receiver
ys and Mr. diverse well, works to dialect logistics. Yeah. You know, that lead diverse. It is. So that's the address, that is the receiver's address. And that is the thing
to bear in mind, that the receiver
being the person. And let me, that was from
a semi block letter. Let's look at the block letter. So in case of a block letter, we have the receiver's address. Again, the receiver. We have the sender, the receiver, and then
the block letter. Notice everything
starts at this point. We will look at that. When you took a boat,
the layout of letters. So for now, let's just get
that to you have to address. That's the first one,
that is a second one. These are bits that
you find at the top. We are talking about
top part of the letter. You see love most
stuff to talk about. There is that now there isn't why it's important
to put that address, the receiver's address
in your lattice. Because first of all, you have to
understand one thing. Just because you're
writing to somebody, just because you're
writing a letter to the human resource
manager or activities. It doesn't mean that
the person you're writing to, even if
you know that person, doesn't necessarily
mean that they're the ones who are going
to read that letter. I mean, you send
a letter and gas, the gas gone on live. Now what happens? Remember you
addressed the office, somebody else is going
to append that later. Now. The person weapons It might
look at it and see, Okay, this letter was addressed
to somebody else and so that is the person
that we need to check the letter to or that is the office that we
need to act later too, if the password is not there. If it's one of those
big organizations where all let us go
to the registry. The guys at the registry might actually well, for
the most part, that's supposed to
look at the envelope and then send the letter
at the supposed to reach. But what if they
opened the letter? Security measures, then in
that case they need to know. Okay. This letter was opened, the envelope was
misplaced his way. It's supposed to go,
and that is the need for the receiver's address. If you're writing to someone India capacity sales manager, include deposition like this. J. Smith, sales manager. Company. But what if the letter is
private and confidential? So if the letter is
private, NP-complete. Okay, Let's first of
all clean this up. There you go. Got to name these. So if it is private and confidential
or just simply saying is that we don't want
anybody else other than the past and we don't want anybody else other than the
person we are targeting. Targeting greedy, but the
person we are writing to this, that's the person that you
want to read that letter that gets what do you do now before you write the
receiver's address, you have to write private or confidential or private
and confidential. And then you write the
address, meaning what? In this case that would
mean right there. You'd write private
and confidential. Not B and C are private
and confidential in full. The same thing if you
are going for the world, we should have clean that. The same thing. If you are going for the block, block format. You also have to indicate that. So before you write the
receiver's address, in this case, before you write
Mr. diverse symbol that you're going to have to do the private and
confidential that bit. That means so private
and just read through that confidential node mean
that if somebody else, if somebody else
accesses that later, then they know this is
not supposed to be made. And the assumption
is there going to be smart enough to know that they shouldn't be reading that lip. Especially if you assume that you're working
in a situation probably in the
government security and those sort of things. They know that I shouldn't be reading visit because
by reading v's and putting myself in Beslan
jeopardizing my Korea. That's that's it. So in that case, you can use
private and confidential. Now regarding the ditch
and the reference number, that is important,
don't forget the ditch. Don't forget debts
in your letter. Because if you had
been correspondence, that will come up, we probably just
going to put a spy your letter dated this day. The reference number
is also important because in some cases, if you are writing,
you might say, quote These reference
when you're writing back, or in a case where you're dealing with
a chain of letters, then you know that these
are difference number goes with that reference number. That's important. What do we mean by
date and difference? Well, if you go back to
later, in this case, you'll notice that we have, in this case, we have the debt
and we have the reference. We have a reference that
you have audit 17th May whichever you and that is notice that the data appears
below you address reference. If you're using a blog
format, same thing. So below your address, you have the debt and referencing those
just good practices that you need to detach. It's part of it's part of being good at what
you're doing because if you're communicating
and they don't tell us when you wrote that letter. And I'm supposed to respond. If I'm responding, are
brave and know that. I mean, think of it this way. It's not like if you're the only person
wrote that letter, wrote a letter to
that organization, they could have received
ten. How do they know that? Which one is important? I mean, assuming it's
a legal team in DC. This deck effect as of when this data was written and then the date is selected
or something. Then you have 60 days to pay. So 60 days from when
that is important. Now that is the reason
why that's become a big deal when you're
writing letters, always. Did your letters in fact, always have a date for any form of business
communication? Why? Because those things are legal proof that a
communication took place. Now the other thing that
is also going to be part of your adding the salutation. This adaptation is an
equivalent of saying hello. It's a greeting bit
of your letter. We're talking about
the between which says d whatever the Assad, the Madame de Mister or Miss D, Mrs. that part, that
becomes a salutation. And that would be this bit here. We have the salutation. In this case it's DSA. Why? Because we know
the person you're writing to Mr. diverse. In case of a block
letter, same thing, DSA. There's always going to
be DSA and then comma. Of course, there are
rules regarding these and the rules fairly
straightforward. If you're writing to an
individual whom you have not previously met or
corresponded with, begin with DSA or DMR
them when writing code, individual member of a firm
whose name you don't know, for example, the personnel
manager, the expert manager. Then it should begin with DSA or Madame because bureau
know the agenda. You don't know if it's money, you don't know if it's a
woman, you don't even know. Now we have many things
like people with their preferred pronouns or
something along those lines. And the point is, you want to just put all
DSS slash madam, and then they can
decide between them. Because you don't
know what they are. You just applying to the
Human Resource Manager? Number three, if you are writing to someone whom you have met, corresponded with for some time, you should use The mister
Miss Mrs. as appropriate. And then m, in
fact, is the dream. With men. It's kind of
straightforward. Dm mister. But with ladies you have
no idea if it's me, 30 feet is a missing
suggests the DMS. I mean, unless you're sure anybody if he
assured, just use DMS. Okay. Unless you know them in then it's a messy
sin and all that. So those are the rules
regarding salutation. Now one more thing
that is also part of the top bit of your
letter is the subject. The reference, not the reef. The subject. Let me
just go to the subject. Here's what I mean. So, but the subject I'm talking about this beat right here. In this case, the subject
tools account number. This letter is pretty
much about account. Again, the subject is
the account there is that that's pretty much
the thing of boat. A boat. The top of your of your letter. Okay, So you can use that. Now, let's move on to something. Let's just look up the
body of your letter. This ***** gonna
vote in this case, in the case of semi block. That's the body.
That is the body. The case of the block
letter, something, just let somebody know
what about the message. That's just me having
fun with these. Now, that's the body of a liter. Remember that upper
be towards the top. Everything that comes
after the subject discuss. After the subject
reference is the body. So before body, and that's pretty much
what we're talking about. The body, LET is going to be
divided into three parts. You're going to have
the opening paragraph, the main body, and
the conclusion. Now regarding the
opening paragraph, The D is to get the
attention of your reader. So this bid shoots.
This purpose. It should establish
the circumstances, background, or reason
for your letter. As I said, the idea is to get the attention
of your reader. And you're going to do this
by doing the following. Number one, talking the
reader for his aura letter, including such items as Dead, reference and subject to help the reader to locate
the original. So that's the thing can start that way if
you are corresponding, if it is a correspondence
or rivet is a response to something that correlated
at the ready wrote. Start by thanking
them for that later. Of course, tell
them which later. What does the lateral about? Number two, setting clearly and concisely the subject of the later mysql expanding
on the heading, seeing that you're writing
to make an inquiry, announced the kind of business
in which you are engaged. And that is assuming
that what you're doing if they LET
is a bottom query, then that's what you need
to bring out if it adjust our response later than tell them that when
you've established the necessary
circumstance should start a fresh paragraph. Now your first paragraph
can be very brief. In fact, at times
a single sentence, just one scientist is
going to be enough. Something like thank you
for your letter 14th May concerning your application
for the post of manager, that can beat that can be the first paragraph as far
as your letter is concerned. And then you go to the genome, to the second paragraph, which is what now the main body. This way you summarize the current position
of alternative views. Make clear what services are available
because of services. Establish what action
is to be taken. But just because you're
saying you're supposed to be concise doesn't
mean that you should just leave out
important points. I mean, the thing
is In concise as a principle of
communication just means not twisting
the intestine. You tell them what you're
supposed to tell them what matters to them that
is to bring out. Now once you've done that, then it means it's
time for you to conclude the last paragraph, the conclusion, this
is where you remind the reader of what you have
said and what they should do. You should draw together
the points made in the earlier part
of the letter and concluding Catia and
friendly farm manner according to your purpose. For example, some of
the things that you might actually do
here will include things like select
one cause of action from a number of
alternatives offered before. Ask for more information
from the reader, or give a clear directive
to be followed. And then now we look
at the last B2B, last bit of your later,
there is detail. Basically you're talking
about this material. Yes. So we're talking about the bits that
concludes your letter. So this everything that happens after the body and
that becomes the tail. And in case of block letter, something, that's the tail. Now, what I want you to
pay attention to here is that the way you end your letter depends
on how you started it. Us faithfully, these BTA will depend on what
you wrote at this bit. If you say DSR, then you're going to end
with yours faithfully. If you say DEA, Mr. So-and-so, it's going to be
you as Sincerely, the ending depends
on the beginning. Of course that and then your
name and the acquisition. Of course, you're going
to have your signature. And the other thing
that I want you to understand here is this
bit here, the enclosures. So at times if you're
writing a letter and you've attached other
materials with that later, maybe you are sending
the response to an inquiry and you've you've
attached the catalog. It's going to be
part of enclosed, letting this case enclosed
three we have three documents. So whatever those documents
now that what are the those are the main features the common features
of business letter. If there is any
question, let me know. I'll see you in the next video.
5. Essentials of an effective business letter: If you spend a lot
of time writing sales letter and
they don't converge, your purpose is to
convince people to buy, but they don't buy. Or sometimes you just
want them to sign up in your newsletter and
they don't say now, after sending all those emails, what could be the problem? Sometimes the
problem is as simple as the technology you're using. Or most of the
time it's probably just your message in short, your letter luck,
some essentials. So basically the question is, what are the essentials of an
effective business letter? Now for status, the ATM you're writing in your
writing and remember, any information that comes out of your desk and going outside there is supposed to be selling something
about your business. The point is, anytime
you're writing, you need to be
paying attention to the principles of communication. I'm talking about things like
your message, being clear. Whether your message
is complete, whether you are concise, basically not wasting
the reader's time. Something like showing
consideration and putting your reader's needs fast or even just
being cut, yes. Now, in addition
to the principles of communication, ESM,
other essentials, look at some other
guidelines that need to factor in when you're
writing your letter. Number one, promptness. Being prompt simply means that
you should be responding. You should be responding to your later the day you got it. Now, responding
doesn't mean that you have an answer
to the question, just means that you
acknowledge that you received the letter
stock by that, if I send a letter complaining in the you don't know
how to fix the problem. The first thing you should be
doing is saying that, yeah, Well, we received the letter and we're doing
something about it. We will get back to you
on whatever the point is, at least to show
that something is happening that is being prompt. Respond to the letters
as soon as you got them, get it on Monday,
respond on Monday. Number to knowledge
of the subject. That is important. You need to know what
you're talking about. That is the reason
why things like reference numbers for
let us are important. The subject is important because the subject
can help you to have. In fact, it's the reason why
it's not really advisable to just delete your emails if you're corresponding
to your clients, you weren't that chain that
chain of email will tell you if they wrote a letter today and these letters
complaining about something, then you can look at that
chain and say, Okay, well, on this day we talked
about these things in that explains the
knowledge of the subject. Something else that will make your letters to be effective is very new language
according to the purpose of the letter. Let
us not the same. We're going to see you when
you talk about type of letter, types of letters. A letter that requires you
are telling your plan to actually pay the debt is going to be you're going to
have to be forceful, but within the legal boundaries, a letter that is just telling your clients mirror
Christmas or something along those lines is supposed to be the tone is supposed
to be different. So you have to vary your tone according to the nature and
purpose of your letter. Next, all business letters as opposed to be sales letters. So all business letters as sales letter, you
should be selling. And remember, people
don't like to be sold to. So you don't have to be
selling the product, could be selling your brand. The point is, it's
supposed to be persuasive, it's supposed to be tactful. And finally, adopt a you
attitude, meaning what? Rather than saying, I
appreciate, say thank you. So the point is, put the
receivers needs fast, get to devolve the eye and
we replace them with you. That means that you're
actually putting your reader's needs
faster if possible, rather than just
saying customer, say d r plus their name. That's the reason why you have things like those automated
or what are they called? The Mailchimp and the type where you can actually use the command F name and all that. And then it will just
extract the name of the, the name of the world, the person you're targeting. If I told you just sending an email to all
your subscribers. So that's important. Some of the things that
need to pay attention to the toolmaker later
to be effective. So those are some essentials of an effective business letter. There is any question, obviously, you know
the rules, okay. If there is any question to ask, don't sit there
with your question. I'll see you in the next video.
6. Layout of a business letter : The first thing we
need to understand is that when it comes
to business letters, most companies have their
way of doing things, but some companies
have the layout, but the rules are the same. The loud seem to be generally accompany could have
their own format of doing sea mammals, secularists and all that. But when it comes to let us
going out of the company, most of these letters
just add the same. So let's talk about the general layout of a business letter. There to you later can be
block or it can be semi block. Now, he's already made. Let's start. In this case. Just reduce that. In this case, the left
is actually simpler. Now notice, notice the format. Then we have these
alerts, which is block. What's the difference? Now let's go back to the first
one with a block letter. First of all, you pay
attention to the address. You address towards the right. And the receiver's address is on the left where the
receiver's addresses or lessen the left. So that's not even. But anyway, so the receiver or the
recipient and these descender, for the most part look slanting. What about the chip? Then the receiver's address. Everything starts at the margin. Then there is the first
thing that is as far as, as far as what is called as far as the top
beat is concerned. As far as the semi block
letter is concerned. Now, notice these very
different from a block letter, because the block letter, everything starts
at the left margin. So the receiver, the addresses
of the sender's address. Be serious. Right? We have the sender's address and we have the
receiver's address. Notice everything starts at
the left margin. The left. Now, regarding something
like the salutation, It's not be do some
studying on the left. But look at this dereference. The subject of the letter. That space there. In case of a semi block, which is not there if you're talking about a block letter, because if the block letter, everything starts where
everything starts at the left, the left margin. This is that. Now regarding the rules, first of all, look at
the opening paragraph. We've seen the
opening paragraph, traditional studying
on the left margin and then to indicate
the typography, to indicate that paragraph
started, what do we do? We indent there is indention. We leave a space like this. Like in this case,
we have that space. That space should that there
is a paragraph, right? So that is actually the first clue that
you're dealing with. The same block letter. With a block letter, everything starts at the margin, all the paragraphs,
That's the left margin. And you only leave spaces. You skip a line to
indicate that there is a paragraph that's
supposed to be a space there. And then you say note, in this case, details the complimentary close
and all that stuff. That is not a big deal, but it is a little too that middle usually sane way your name is actually
the true fees. If we are using
these rigid form, this is actually supposed to
be on these are the same. Why? Because that's where you addresses like in this case, see this J. Smith
is signing there because that's where
their addresses. Those are the rules regarding
the layout of a letter. What's going to hold,
what's going to happen is that I'm going to
attach all that. I'm going to attach all
that other resources. And you can go through and check it up to
that and other later. It's actually just going to be a lot of letters,
sample letters. After you've talked
about types of letters, most of those letters
we talked about, you're going to attach
samples with that. I'm going to touch samples, the resource which
you can download, and check the mode. If there is any
question, the aluminum and I remember my block, you indented to indicate the paragraph and
you are addresses. The right top right. The receiver's
addresses, what is going to be at the left side? Below you address. So if you address it at the top, you saying that's the
same with a block letter. Everything starts at the
left margin and that's pretty much all that
work so much if they invest in yourself
to understand is that not the most official letters
are blocked letters. There is any question,
let me know. And I'll see you
in the next video.
7. Types of letters: Broadly speaking, business
or other letters. Generally, let us can
be can be classified as personal letters or
non-personal letters. Well, what about personal
letters are talking about the sort of letters
that you write your friends, except
you don't try it, let us anymore now,
do you just send e-mails where there is a letter? It's an electronic mail. You might read this, you might actually think of, think of it. These are emails can be personal or they can
be non-personal. Let us can be personal, or
they can be non-personal. Now, business letters are non-personal letters,
no business. Let us can be
classified into two. They are talking
about Demi official letters and official letters. The Daimyo official letters
are official letters in pappas better addressed
to a person by name. If I read a letter just saying to the human
resource manager. Now, that is actually going to be an official letter to
the human resource Mondays. But if I just say to Mr. or Mrs. So-and-so
in that organization, it is an official later, but I'll address a specific person because they know them, so it's deme official. Now when you're doing the
demo official letter thing, the things to bear in
mind, our number one, the matter requires
personal attention of the addressee or the matter
is confidential in nature. If the matter is confidentially niche AND one team to dilute it, and that's the thing that is the old private and
confidential thing will actually kicking. That is something you need to know as far as these
leaders are concerned. Remember always that
you need to apply the principles of
communication and essentials of effective leaders to organize and structure
the letter with the objective of
making the meaning as clear as possible
for the reader. In the next coming
videos are going to look at specific
types of letters. We're going to look at examples of business letters
in talking about, let us like in fact, what you're going
to be looking at. These are the following,
the following lectures. You're going to be looking
at confirmation letters. Let us have acknowledgment, let us have inquiries and
let us answering requests, and let us have apology,
covering letters, standard letters, complaint letters,
response to complaints. So we look at all that in
the coming series of videos, actually in the next 15 and
the video after that again. The point is, you can also
download this sample letters. You can download this latest or the resource section
of this course. So let's do that.
8. Confirmation letters: Most, most business
agreements than to start with the casual conversations that could be face-to-face,
that could be uniform. The problem is that, well, the casualty is not going
to end up becoming a deal. So deals tend to
be more serious. In fact, contracts tend to be
most heuristic of a teaser it when you are
agreeing to something, how do you know
that you are both agreeing to the same thing? You see in a contract. We're talking about
something that we shutting factors in a contract
overshooting elements. We have a mistake. Mistake is one of
those things that can render contract void or voidable variable
to the legal terms. Just bear with me. Think of it this way. If we are getting into
a deal and I'm supposed to sell you tomatoes, they're not academic enough. Pretty much fruits
of any nature. Which tomatoes, fruits
or vegetables. Look. Look, they're not
under Medicare. But you and I are getting
into an argument, except the person is looking after this fruit or vegetable, realize that they're
about to go wrong. And so he or she
decides to sell them. But we still have an agreement, good to supply and
you agree to pay. And in fact you do paint, wait for me to supply, except Nikon supply because the subject matter of the
contract doesn't exist. What you've actually
done is that we both made a common mistake, mutual mistake, and also
be mutual, mutual mistake. For instance, you
have two fonts. You have a Samsung
and an iPhone. Then you tell me you're
selling your phone. And now I think that
you're selling me the iPhone except you're
selling me there's something. Then you have an agreement. I'm like, Yeah, I'm
going to buy that fun, work our way. Agreeing. One thing in New
York away thinking that in order that green
to something else, that is a problem
we're not going to get into contact with
on those basis. And that is where
conformation is important, which is where conformation
let us come in. All right. That is one of the situations in which you can use a
conformation later. What exactly is the
confirmation letter? A letter of
confirmation follows up the conversation and ensures both parties have a
written statement of what was agreed is an
example of such. So we'll start by status, just ignore the APA. Assume that the
addresses are there, so the address is don't
worry about the edges, just let's focus on the message. In this case, we have a letter address the hood to Mr. Jones, the DAs, following
my telephone call to your secretary this morning, I'm writing to confirm that
we'll call to see you at your office at 11
AM on Thursday, the 25th of March, blablabla. But the point is, in this case, it's just confirming that
whatever we agreed on, whatever you agreed on is actually what is
going to happen. If you read that and then you think,
wait, wait, to eat it. It wasn't supposed to be 11
to suppose to be too narrow. I think we're going to meet. That makes it easier
for you to do it to be on the same page. And notice the person is also going to
writing this letter. You also have to be you have
to be factually correct. That's the whole point. Like in this case. The time and addressing the time and the depth the person
is fluctuating, correct? Again, notice the
length is very short, but ends in a courteous
and positive manner. And that the overall
impression is of efficiency and optimism. That is something that
you're going to email. In fact, for the most part, you're probably looking at
this and seeing who writes. Let us well, you don't
physically read them. You send emails. So you're probably going
to email that to a plan to confirm that things are
according to the will. You agreed. So that is a
confirmation letter. Again, if there is any question, make sure you ask and don't forget you have
done loads, okay. I'll see you in the next video.
9. Letters of acknowledgement : Acknowledgment, let us assign
to acknowledge receipt or items or inquiries and you're going to talk about letters
of inquiry as well. If you receive a detailed
in query which you know will take you two or three
weeks to us in full. Letter of acknowledgment
is not only polite but conceived in a lot of
time wasting follow-up. Let us or calls what I
want you to remember is that an acknowledgment
letter is not a response. What are you not responding
to? Whatever. If I asked, you are just seeing that
you acknowledge or to the seed or audit requested for or the
letter that they sent? Because why? Because you probably don't
have the answer there. So it's like yes, you acknowledge you later
dated blah, blah, blah. You're going to act
on this and then you respond on this day or will act. The point is, you don't
know what to tell them and therefore start by accepting
that something is happening, that they did something. You, you've
acknowledged what they did and you're going to
do something about it. Alternatively, you may
acknowledge and in query from another company and
both your services and enclose a brochure or a leaflet
with further information about your own farm is an
example of such a letter. In this case, we
have one mean spots. Thank you for your
letter of 17th of January in which
you inquired about company finance services
at the pleasure of enclosing a leaflet
which gives you full details solve
service we offer, and also supplies some
information about the company histories
and the present size and condition is should you require
any further information, please do not hesitate
to contact me us in CLE and then now notice us sincerely because DEA let me spots to
remember the rules. If you see DSR, Dear
Madame. Exactly. Us. Faithful. If you say dm, mister Miss Mrs. So-and-so
you as CLE precisely. The point is that's not, that's not the point
of this lesson. The point of this
lesson is to say that you are acknowledging
that something up and that is the purpose
of this little yeah. That's a lot of acknowledgment. Now, notice they could write
a letter of inquiry? Yes. Opposed to respond
to that inquiry except you don't have a
response. So what do you do? You acknowledge then query. Why do you do that? Remember the rules and essentials
of an effective letter? Respond to a later
the day you got it. If you don't have an
exact response or do you do you acknowledge
that later? That's the thing. While I'm doing that because you're trying to build goodwill. Because you're also
trying to make sure that the person know that you respect them,
among other things. If there is any questions
as always, let me know. See you next video.
10. Letter of inquiry and letters answering requests : When talking about letters of inquiry, they're talking about, let us supposed to be inquiring about things
like information, praises literature and favors. With big organizations. They don't really
bother writing. They just put a purchase order. If that is what
they want to get. The purchase order is actually an equivalent of a
letter of inquiry. And so that's the thing. Now, small businesses,
on the other hand, will actually have to write a letter and they
do write letters. What let us do that let us of inquiry is an example of such. Before we even going further, notice DSA. Therefore, yours. Faithfully, our company
is currently renewing its computer equipment in
the accounts department. Basically, the
person is writing to inquire about such services. But you can read that. Look at how the person,
hence the later. Perhaps you'd like to
telephone my secretary to arrange an appointment to colon, discuss the matter with me. Why? Because it as much as they notice their dance
or in querying, but in as much as
they're doing that, they're also giving
this person an option. It's not like if you're
forcing you to do something, just saying if these
if these corti of God, then you have an option. Yeah, that's in that case, that's an example of
a letter of credit, but there are many things in my 20 inquiry could
want to inquire about with somebody's
offering certain services. It's like Do you guys
offer email something, something services,
point of inquiry. But a letter written in response to that
becomes a letter. Well, as the name suggests, let us answering requests. In this case, you are actually responding to that request. We aren't acknowledging
the request. You are responding to that request. Notice
the difference. So we're not talking about
acknowledgment later talking about an actual letter
answering that request. Remember, if you have no
specific answer, then yes, you can go ahead and send
an acknowledgment letter. Now, obviously, when
you're talking about let us answering an inquiry, then these letters
are going to have some level of difficulty
to write because well, because of many reasons. I mean, imagine having to
tell a client that you're not going to act on your order because it doesn't
even matter the reason just telling a client
that we are not going to act on your order.
What are you doing? Because if you do that, the client is just
going to move on to the next business rate because glands are not necessarily
loyalty of business, you have to find a
way of writing that in such a way that you still maintain the relationship
with your client. Hence, the need for you to be tactful when you're
dealing with this letter. In figuring out how to say no
without actually saying no, saying no in a positive manner, something like you order
is being processed, it will be delivered soon is actually a positive
way of saying no, we're not going to
deliver the order. Currently. You can look at the resources. There's going to
be an attachment of an example of a letter, a specific inquiry that was met, and a specific response to
that particular inquiry. Those are some of the letters
that are going that you can download in the resource. If there is any
questions as always. I'll see you in the
next in the next video.
11. Letter of apology : What if there is a
problem in business? I mean, as much as you might think that your business
is the 100% correct, sometimes you end up
making a mistake. That would mean writing
a letter of apology. The thing you have to
understand that both letters of apology is that for status, you need to own up
to your mistake. You need to be sincere. So here's an example of
a letter of apology. In this case, we have one
Thomas being addressed. Then they have the invoice. It was very slow to learn that the payment has in
fact been made for the above account and that our department has failed
to acknowledge this. Now, start by apologizing, so don't start by
explaining things, just that, by being sorry. It's pretty much the same
way when you are thinking generously for fever than two in basis because that's the
thing about business rich. If a mistake is done, apologies. If a fever is granted to you. Be generous with you.
Thank generously. That's pretty much the point. The person started
by apologizing that mistake was
due to an error in our invoice processing
department caused by problems with stuff which
now have been rectified. That's just a polite way of
saying we've probably fed those people and so
on and so forth. So that's the thing that will sell pretty
much those rules. The way you start is pretty
much the way you know that. You can notice these, not one of those B-A says slash. At this point, you know, the
person you're writing to. There is nothing that
says, I don't care. The drain topology is
basically in DSR slash madam. It means I don't even know who. Whatever you use their name when they when they wrote to you, they must
have used that name. So use that. There is a theme with the
letters of apology. Again, most of these
things are just going to be in your resources. You can download them. See
you in the next video.
12. Covering letters: Cover letters are pretty much on those lipids that you
are going to try. For the most part. Meaning what? Think
of it this way. If you are writing
an application, create a cover letter, send
your CV with a cover letter. Cover letters. They lost things that we sort
of just write. Cover letters are
always brief and to the point under retained to explain what else is being seen. For instance, if you're
sending a job application, you are cover later. My tree does as following. So let's look at an
example of that. Because that doesn't notice
how different disease from those other letters. This one is Dear Sir or
Madam us faithfully. Why? Because we have no idea
who we are addressing. Please find enclosed a copy
of my curriculum vitae in support for this word in
America. That's the resume rate. So please find enclosed a copy
of my curriculum vitae in support of my application for the post of a sales manager, we black, green and
white PLC Company. My experiences my experience
is, as you will see, very relevant for the needs of this vacancy and then the person goes on
to explain all that. So that's pretty
much thing there. They gave me into capabilities
that I've sent a CV. And since you may not really have time
to go through the CV, or may not really
know what is there. Here is a carboxylic
acid release and then you can decide whether
you want to read the other. That's a cover letter. And you need to be good at this, especially if you are
looking for a job. Probably say, well,
I'll just apply for a job using LinkedIn. You'll still be required
to write a cover letter. What I mean, they'll pull
your details from LinkedIn, then you will still need a cover cover letter for
that job application. You have to be good at that. Anyway, that is that if
there is any questions, let me know and I'll see you in the next
in the next video.
13. Standard letters: You may find that
you need to write too many people
within that matrix. Unitary too many people
are about the same thing. Let's say you are
insurance business. There is a change to
policy and you want to notify the people who are within that policy
group about that. It means you just
gonna try to, um, letter except that
one later has to reflect as to show the
names of these people, the name of that
policy and all that so that that could happen and
you may need to do that. It's an equivalent of sending weekly newsletter to
your subscribers. These standard letters, these
are letters which may be used to reach to any person when a particular
situation arises. Generally, consists of a letter which has several gaps left in it for the insertion of the
receiver's name and address, the actual body of the letter, the details about an ADA number, item of information required
or any other matter. Of course, nowadays
thanks to technology, you kind of just use
the mail merge service. The fact that technology
is there doesn't really mean that
the rules regarding these letters or indeed any form of business communication
has changed? The mode of communication,
yeah, change. But the actual rules
regarding how we communicate kind of is just the same thing
with the letters. If you have to prepare
such a letter, always identify clearly which
parts do not form part of the standard and will therefore vary from individual
to individual letter. That is a, we see that you
can do this by leaving a gap. That gap is just being
filled in everything else is standard is an
example of such. In this case, you notice
that the receiver's address, we're going to
have to fill that. We're going to have to fill that as you read this, as you will. Okay. Let me just do this. So the content is housed
contents insurance in that case. Now. All right. So as you know know your
policy for the insurance of the contents of your
house policy number again, that is something
you're going to feel a force due on and
then insert debt. And it's just going
to be the same thing. The cost, the full cost, that things that are
going to be filled, everything else there
remains standards. There is an example
of a standard letter. They did is just for you to
be in a position to fill the fill the relevant
details in the blanks. These particularly
useful if you are not the only person who's going to be using the standard letter. Other users are clear
about what to do. That's pretty much the
thing with the standard. Let our body just talking about a template or valley
reason later. But it's a standard
template DO only thing that changes are the
contents to be filled. Those are the things
that will vary. Everything else
remains standard. That is an example of you
again, think of it this way. If you start, if you
have a mainList, let's say you're a blogger or YouTube, our activities, right? You have a male, a subscript
buzz, mainly straight. So what do you do
you want that if people just checking to see, if people sign up
to your mainList, they receive an automated email. It means you're going to attract that email, so it's standard. In fact, we call
them onboarding. Maybe it's a series like seven emails that you
just want them to receive after two
days of activities. So the only thing
that is going to be changing there is the name, the name, the result is
going to be changing. That means everything else is standard except for the name. So when somebody subscribes
whatever name they wrote, There is the one that
is going to be showing the separate DEA so and so or
dear friend or activities. That is an example of
a standard letter.
14. Compliant letters and response to complaint letters : Sometimes you're not
in the business, you realize that
something goes wrong. And that means customers
are complaining. Complaints. Let us come on. I mean, it's not something
that you want to be receiving a lot, but it happens. You could a customer could request for something
and then there was a mix-up when you
are acting on the on the delivery. The complaint. If you are making a complaint, should follow a
four-step approach. Number one, be specific
about the facts by giving the information about
the who, what, when, where, aspects of your
complaint, in other words, avoid a very subjective
emotional approach, which can distract
the reader from the facts of the situation. If you're the one who's
writing the complaint later, that is the first thing
you need to understand. Logical number to explain the significance of the problem
and how it affects you. Number three, specify
what outcome you want, but be flexible
in your approach. Now before close,
politely, end positively. In fact, to understand
how all that works, Let's look at an example
of a complaint letter. In this case, we have Mr. Green that is on that
is being addressed. So DEA Mr. Green, now again, the rules notice,
dear Mr. Green, and how do we ended
us sincerely, because if you use
the name so again, Mr. Green and that's the
subject of this letter regarding regarding the
telephone conversation Wednesday 24th of June. The problem is done
delivery of wardrobe. It would seem that you
have been unable to trace my wardrobe in your warehouse
as a father three-day. The point is, there is the
letter and the letter. So notice, this is
actually an example of a complete later the
person is very well, the person is very
positive and as much as they don't take the situation, they don't like
what has happened. Look at how they've ended. I would appreciate your
earliest attention to these matter. What is the matter,
the non-delivery think. You can read that. The point t is with
complaint letters, if you've done is
writing it most of the time we will use
just to get too hungry. And then you say, I audit
for these things and you didn't the Amazon. When am I getting
my blob or a cool? You could do that.
But then think of it. This is sometimes,
what if it turns out that the mistake was
actually on your end? That's the thing that
the complaint letter. But then there is a
letter that is respond as a result of that letter
responding to a complaint. Let's talk about that. If you're responding
to a complaint later. First of all, if you don't have the answer acknowledged the
later, That's the rule. If you receive a letter
and you don't have an actual response, right?
And acknowledgment. Acknowledgment. If you're responding to a
complaint letter, what are some of the
things that you need to have in mind? You should show empathy and
concern for the customer. And if you can make
an adjustment, you should apologize and do so. So let's see, Here's
what Mr. Mr. Green response to the letter. We have, of course, the
ditch and look at how this stat thank you for
your letter dated I mean, those that was the ditch. So thank you for your
letter dated 27th. Drop. We'll I'm happy to say
be delivered on and then they say specifically when the when the thing
will be delivered. So why is that important? First of all, the other problem in the starting by telling them that is your solution
to the problem, we'll use a solution to
your problem, henry. Now, why did you allow the problem to happen? So
they follow with that. Unfortunately, those
are designed faults. And the manufacturer recalled
all existing or drops until this fault
could be rectified. Why? Because it wasn't just
you who suffered these tasks, who created that mistake. That is just public relations. Now that, now that you
are offended or know that we created this discomfort, something, now look at
all the person continues. I enclosed a voucher of the bonds for you to use in any of our stores.
So what are we doing? Remember, as I said, all
the business letters, in fact, sales letters, they aren't selling a product,
they're selling a brand. So anyway, that is
an example of how the person chooses to respond
in that, in that situation. When it comes to responding
to these letters here, the rules to have in
mind responding to complaints should
be as a result of careful investigation as to the facts which form the background basis
of the complaint, to involve checking the
accuracy of statement mid and potential responses. Three, be viewed as
an opportunity to re-establish good relationship
with the correspondent. And these are organization. Next, be recorded as part of an ongoing
evolution process. And then tunnel market research. Number five, be recorded for the purpose of
external market research. Number six, be
proactive, not reactive, and finally, be viewed as an important function of
Business Communication process. Problems and not just problems. Problems should pave way to solutions and should
pave way to future growth. There is a thing with complaint and responses to
those complaints. If there is any
questions, let me know. See you in the next video.
15. Points to consider before sending a letter : It's something that we really
need to be honest about. That reading is not
exactly natural. And so you have to practice. Speaking comes to
natural meaning. What? I don't think that speaking a given language comes
to the idea that you can make sound and then
you can manipulate your mouth in a certain
way in produce works. That happens. But as far as reading, you really need
to practice that. The reason why you
realize that most people prefer to watch videos
rather than read. I mean, think of it
this, which book the blast read and
actually finished. And in fact, if you're
feeling chatty enough, you can talk about that. Okay, can just book that I read. It couldn't be an
interesting book. I may want to read
it as well, right? But if I asked you which
movie did you last watch and finish at which series
you're probably going to say I did
that last night. Depending on when you're
watching these rates. Why is it that way? Well, that's pretty much
the way we are designing. Now. Because of that, it means that when it comes
to writing letters, there are certain things
you need to factor in, whether or not to shoot. In fact, you always need to ask yourself the following
questions or you need to consider
the following points before you even write a letter. Number one is sending the
letter the best option? Or could you get a
better response by simply telephoning or visiting? That's the first thing
we need to know. Should I send it number to proofread the
documented thoroughly? In this case, you are
checking for grammar, spelling, and
vocabulary mistakes because those ones do happen. I mean, you take one
of the things that I normally could be typing something and then you think,
okay, I've taped that too. I didn't you read
it into realize. Whoa, that's what isn't there. Because the way your brain
works and the speed at which you and your
brain is faster rate. So you probably think you did something but you
didn't even type it. So check that one. Number three, does the document
follow the house style? Meaning you need to
check your phone, you need to check your layout, you need to check your format, basically format later
before you send it. And finally, be clear about what you want
to say in the letter. Which means walk with your
notes where possible. Take care not to exclude any points from the
final correspondence. Remember, there is a purpose
while writing that letter. So make sure that
you understand that.
16. The Class project: So we do know that these
will about learning by doing right now that you've
gone through all that. Yep, it's time for you to
do your class project. And what do we want you to do? Here's what I want you to do
back the following letters. Number one, you have
received a complaint from a valued
customer from London pointing out that steel
furniture she had ordered for a special occasion has arrived in a
damaged condition. Dr. Faltys of the
transport company decided to replace the
damaged furniture, immediately, draft a suitable
reply to the customer, write a letter
telling them that. So in, in, in shorter
during degenerate letter. That is a response to
a complement later. No number to an old and
valued customer viewers whose account at remain unsettled
in spite of remainders, now writes to you that he
near the settled the account, nor wrote to you or into
certain domestic worries. Closes with the letter a
check in part payment. Write a letter to the customer
in a manner which you consider suitable in
the circumstance. Respond to that client. What
are you going to tell them? Remember all these available
valid plans right? Now as you're doing this, it is not just for you to write. That's not what
I'm interested in. I want you to pay attention to the parts of a business
letter, meaning what? Their attention
to the following, ensure your letter
has three parts. There's the top, the
body, and the tail. And number two, you can select a format to
feel comfortable with, but I recommend you use
a block format since each the popular format, infinitely pay attention to your grandma and the
tone of the letter. Now, don't worry about being
right, about being wrong. They D is learning by doing so. Practice. That's the key thing. That is a class project.
17. Now that you are done: So now that you're
done with the costs, just want to say that you see when it comes to things
like being good at writing. You have to constantly read, you have to constantly
practice because you just don't get better with going
through these videos. Then I'm like, Yeah, I'm good. Really. I mean, you need to
improve on your grammar. You need to improve on your
persuasive techniques. You need to improve when you
are confidence you know, sales tactics because that's pretty much the
thing with business. And you can also check out my other courses
relating to writing, that is writing a proposal, writing a request
for proposal luxury, and writing a business
business plan and convincing the investors
if you are interested in if there is any
question at this point, if there is any question,
do let me know. I'll see you in the next video.
Moses Manuel, Entreprenuer | Lecturer | Author
