Essentials of Business Communication Chapter 6

adjustment

A written reply to a customer claim; the reply seeks to rectify the wrong, regain customer confidence, and promote future business

appreciation

A message used to extend thanks and show appreciation when someone has done you a favor or whenever an action merits praise; also called a thank-you message

block style

A business letter format in which all parts of the letter—dateline, inside address, body, and so on—are set flush left on the page

business letter

A primary channel of communication for delivering messages outside of an organization

claim

A letter written by a customer to identify or correct a wrong

command language

Language that requests an action; also called the imperative mood

complimentary close

The part of a business letter that politely brings the letter to a close (e.g., Sincerely,)

dateline

The part of a business letter that shows when the letter was written

direct claim

A claim to which the customer expects the receiver to agree readily; also called a straightforward claim

direct request

A routine message that requests information or action and is organized directly

direct response

A routine message that responds to a request and is organized directly

end date

The date by which you need action or a reply

goodwill message

A message that carries good wishes, warm feelings, and sincere thoughts to friends, customers, and employees

imperative mood

Language that requests an action; also called command language

inside address

The part of a business letter that shows whom the name and address of the person to whom the letter is written

instruction message

A message that describes how to complete a task

letterhead

The preprinted part of business stationery that includes the company name, contact information, and logo

polite command

A command disguised as a question, such as Will you please send me your fall catalog

positive messages

Routine, straightforward messages that help workers in organizations conduct everyday business

salutation

The part of a business letter that politely address the recipient (e.g., Dear Ms. Matthews:)

straightforward claim

A claim to which the customer expects the receiver to agree readily; also called a direct claim

sympathy

A message used to express concern with sympathetic words when someone has experienced a misfortune

thank-you message

A message used to extend thanks and show appreciation when someone has done you a favor or whenever an action merits praise; also called appreciation