Model Business Letters, Emails and Other Business Documents

513 Pages·2012·25.992 MB·English

by  Shirley Taylor

International bestseller – over 450,000 copies sold
‘Shirley teaches in a practical and fun way how to ditch the dinosaur clichés AM THE INTERNATIONAL
that have no place in modern business writing. She has done the same with the N
O BESTSELLING GUIDE TO
7th edition of her best-selling book Model Business Letters. It’s a must-have for D
everyone who wants to write clear and persuasive business documents.’ OD MODEL NOW BUSINESS WRITING
Alex Tan, HR Manager, Singapore
TE INCLUDES
In business, communication counts. If written
‘In this 7th edition of her popular book, Shirley has given us a practical reference HL SOCIAL clearly and structured well, your letters, emails,
E
guide providing all the guidance we need as well as samples we can adapt. The B BUSINESS MEDIA reports and other documents will achieve better
R
new sections on email, social media and online writing are really useful too.’ U results. Model Business Letters is a practical and
Stephen Choo, PhD, Director and Regional Head of Insight, ASEAN, Hay Group B comprehensive guide that not only tells you how
S
U to do this, but also gives you easy to use examples
‘In her workshops, Shirley has such a friendly and interactive approach that SIN LETTERS, EMAILS that you can lift straight off the page and adapt
I for your own use.
makes everyone feel comfortable. She has done the same in the 7th edition of N
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her popular book, writing in a simple, clear way and giving practical examples.’ E Model Business Letters contains over 300 sample
S
Carmelia Ng, Organisation Development Manager, Fuji Xerox Singapore S documents covering a wide range of business
SS situations, as well as practical advice on content,
D AND OTHER language, style and structure. This comprehensive
L
About the author
OE book gives you an essential framework for creating
With over 450,000 copies sold worldwide, Model Business Letters has fi rmly established
Shirley Taylor has established herself as a leading CT BUSINESS DOCUMENTS clear and effective business correspondence, plus
itself as the defi nitive guide to clear and effective business writing. This seventh edition
authority on modern business writing and over 100 useful tips for better business writing.
has been completely revised and updated to refl ect the signifi cant changes in business UT
communication skills. She has written 12 books,
communication over recent years. ME Model Business Letters is the most effective guide
many of which are popular all over the world and
you will ever fi nd to help you put the key rules of
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have been translated into several languages. This book contains over 300 sample documents, easy to use examples and practical E
good business writing into action. You will learn
N SEVENTH EDITION
advice on content, language and style. It will help you to: S
Born in the UK, Shirley now lives in Singapore how to:
T,
where she founded ST Training Solutions Pte Ltd, a • master modern business writing for any occasion S E • write appropriately for any situation
company providing high quality public and in-house
• develop great working relationships M SHIRLEY TAYLOR • ensure your message is understood every time
training programmes with professional trainers.
• use email effectively and write clear, concise messages • structure documents more effectively
Shirley specialises in training on powerful A
• write for websites, blogs and social media • build rapport with customers
business writing skills, email etiquette, confi dent
• compose creative and persuasive documents I and colleagues
communication skills, developing great L
relationships, and success skills for secretaries. S
Go to www.pearson-books.com/modelbusinessletters
Shirley is a popular trainer with many corporate
where you’ll fi nd a selection of the sample
clients, as well as an engaging keynote
documents ready to download as templates for
speaker at international conferences. SEVENTH
your own use.
Find out more about Shirley via her website, EDITION
Cover image
www.shirleytaylortraining.com, or email her at © iStockphoto
[email protected]. £24.99
T
BUSINESS A
Y
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Visit our website at
www.pearson-books.com
Visit our website at
www.pearson-books.com
CVR_TAYL1939_07_SE_CVR.indd 1 17/02/2012 11:03
Praise for Model Business Letters, Emails
and other Business Documents
Model Business Letters is one of the most popular books in our Training Library, and everyone who borrows
it sends back a glowing report. It’s an excellent reference book for anyone in business – whether self-
employed or working as a manager, secretary, PA or administrator.
Pamela Aitcheson, MIQPS, IQPS Training Library Manager (Institute of Qualified Private Secretaries, UK,
www.iqps.org)
People who learn to write well are increasing their value to the company, helping to create and enhance
the company’s corporate image and playing a major part in its success. With so many executives and
managers now composing their own correspondence, Model Business Letters contains essential guidance
that will help people all over the world to upgrade their writing skills and thus help them to achieve these
aims.
Joy Chan, Singapore
I have been searching for a simple yet effective book that deals with writing business letters and I have
finally found one. Model Business Letters has been an invaluable help to me and I have, in fact,
recommended it to Japanese buinessmen who wish to improve their written correspondence. The layout is
simple and easy to follow and the models are in clear, plain English. The book is even being used as a text
for non-native speakers of English, and both teachers and student speak very highly of it. I certainly advise
anyone who wants to write professional yet uncluttered business documents to buy this book.
Michelle Sumura, Managing Director, ‘Let’s Go Australia’, Perth, Western Australia
I enjoyed everything about Shirley’s Powerful Business Writing Skills workshop. It is very lively, and
Shirley was very willing to share her knowledge and always had time for questions. She also does not make
us feel stupid for asking questions. With this 7th edition of her popular book, Shirley once again has
another runaway international success that will become a valuable reference for people all over the world.
Lim Huey Lih, Head of Corporate Affairs, MSD, Malaysia
Congratulations on the 7th edition of your popular book, Shirley. I’m sure it will once again fly off
bookshelves everywhere. It’s right on target, and set to become the industry’s benchmark for successful
business writing.
Alan Hill, Managing Director, Ward Hi-Tech Ltd, Sheffield, UK
Booksellers tell me that while their shelves are full of books on business writing, it is Model Business
Letters that sells and sells, so they never hesitate to stock it well. Not many other business writing books
can claim to have sold almost half a million copies too. I once had to write an important and urgent press
release for the launch of a new book. Without fail, I found just what I needed in Model Business Letters, and
it did the job superbly. Well done on your fantastic 7th edition, Shirley.
Leslie Lim, Product & Sales Manager, Pansing Distribution, Singapore
Shirley, your workshops on business writing skills are fabulous. You are a natural presenter, making
difficult things simple and bringing everyone into your world of writing. I have never had so much fun
learning how to write better business letters! With Model Business Letters, Emails and Other Business
Documents 7th edition, you have done the same thing. It’s an easy-to-read, comprehensive and clear guide
that will be indispensable for businessmen and women all over the world.
Ricky Lien, Trainer, Mindset Media, Sydney, Australia
In her workshops, Shirley has such a friendly and interactive approach that makes everyone feel comfortable.
She has done the same in the 7th edition of her popular book, writing in a simple, clear way and giving
practical examples. Well done on a great new edition, Shirley!
Carmelia Ng, Organisation Development Manager, Fuji Xerox Singapore
A01_TAYL1939_07_SE_FM.indd 1 3/1/12 11:22 AM
With our communication today becoming more and more faceless, our writing is more important than ever.
Shirley’s emphasis on building relationships through effective writing is really essential. In this 7th edition
of her popular book, Shirley has given us a practical reference guide providing all the guidance we need as
well as samples we can adapt. The new sections on email, social media and online writing are really useful
too. Congratulations on another great success, Shirley.
Stephen Choo, PhD, Director and Regional Head of Insight, ASEAN, Hay Group
Shirley teaches in a practical and fun way how to ditch the dinosaur clichés that have no place in modern
business writing. There is never a dull moment in her workshops. She has done the same with the 7th
edition of her best-selling book Model Business Letters. It’s a must-have for everyone who wants to write
clear and persuasive business documents.
Alex Tan, HR Manager, Singapore
A01_TAYL1939_07_SE_FM.indd 2 3/1/12 11:22 AM
Model Business
Letters, Emails and
Other Business
Documents
7th edition
Shirley Taylor
ORIGINALLY WRITTEN IN 1971 BY
L Gartside
Former Chief Examiner in Commercial Subjects, College of Preceptors
A01_TAYL1939_07_SE_FM.indd 3 3/1/12 11:22 AM
PEARSON EDUCATION LIMITED
Edinburgh Gate
Harlow CM20 2JE
Tel: [phone]
Fax: [phone]
Website: www.pearson.com/uk
First published in Great Britain in 1992
Seventh edition published 2012
© Pearson Education Limited 2012
The right of Shirley Taylor to be identified as author of this work has been asserted
by her in accordance with the Copyright, Designs and Patents Act 1988.
Pearson Education is not responsible for the content of third-party internet sites.
ISBN: 978-0-273-75193-9
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British Library
Library of Congress Cataloging-in-Publication Data
Taylor, Shirley, Cert. Ed.
Model business letters, emails and other business documents / Shirley Taylor. -- 7th ed.
p. cm.
Includes index.
ISBN 978-0-273-75193-9 (limp)
1. Commercial correspondence. 2. Business writing. 3. Letter writing. I. Title.
HF5726.T373 2012
651.7′5--dc23
2011050142
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted in any form or by any means, electronic, mechanical,
photocopying, recording or otherwise, without either the prior written permission of the
publisher or a licence permitting restricted copying in the United Kingdom issued by the
Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS.
This book may not be lent, resold, hired out or otherwise disposed of by way of trade in
any form of binding or cover other than that in which it is published, without the prior
consent of the Publishers.
All trademarks used herein are the property of their respective owners. The use of any
trademark in this text does not vest in the author or publisher any trademark ownership
rights in such trademarks, nor does the use of such trademarks imply any affiliation with
or endorsement of this book by such owners.
10 9 8 7 6 5 4 3 2 1
16 15 14 13 12
Text designed by Design Deluxe
Typeset in 10/13.5pt Melior by 35
Printed and bound in Malaysia (CTP-VVP)
A01_TAYL1939_07_SE_FM1.indd 4 20/05/12 7:40 AM
Contents
About the author ix
Publisher acknowledgements x
Preface to the first edition by Leonard Gartside xi
Preface to the seventh edition by Shirley Taylor xii
Introduction 1
PART 1 Communication: An Overview
7
1 The importance of building relationships – both orally
and in writing
9
2 Sentence construction matters
17
PART 2 Business Writing Basics
27
3 21st century business language
29
4 Structuring messages logically
51
5 Presentation matters
57
PART 3 Electronic Communication
73
6 Email etiquette
75
7 Writing online: websites, blogs and social networking
97
8 Customer care online
107
A01_TAYL1939_07_SE_FM.indd 5 3/1/12 11:22 AM
CONTENTS
PART 4 Routine Business Transactions
113
9 Enquiries and replies
115
10 Quotations, estimates and tenders
135
11 Orders and their fulfilment
155
12 Invoicing and settlement of accounts
171
13 Letters requesting payment
189
14 Credit and status enquiries
203
15 A typical business transaction (correspondence and
documents)
219
PART 5 General Business Correspondence
235
16 Internal correspondence
237
17 Secretarial and administrative correspondence
251
18 Meetings documentation
267
19 Personnel
279
20 Reports and proposals
313
PART 6 Creative and Persuasive Documents
323
21 Complaints and adjustments
325
22 Goodwill messages
357
23 Notices, advertisements, information sheets and handouts
375
24 Circulars
387
vi
A01_TAYL1939_07_SE_FM.indd 6 3/1/12 11:22 AM
CONTENTS
25 Sales letters and voluntary offers
409
26 Publicity material
425
27 Business plans
439
Apendix 1 Spoken and written forms of address 445
Apendix 2 The A–Z of alternative words 451
Apendix 3 How to write reports in plain English 465
Index 489
Go to www.pearson-books.com/modelbusinessletters where you’ll find a
selection of sample documents ready to download as templates for your own use.
vii
A01_TAYL1939_07_SE_FM.indd 7 3/1/12 11:22 AM
A01_TAYL1939_07_SE_FM.indd 8 3/1/12 11:22 AM
About the author
Shirley Taylor has established herself as a lead-
ing authority in modern business writing and
communication skills. Her books are popular all
over the world, and have been translated into
many languages.
Born in the UK, Shirley has also lived and worked
in Singapore, Bahrain and Canada. She now lives
in Singapore where she runs her own company.
ST Training Solutions Pte Ltd has quickly become
well regarded for providing high-quality public
training programmes with professional trainers.
With 30 years’ experience in teaching and train-
ing, Shirley knows what makes a great learning experience. She takes a personal
interest in working closely with experienced trainers to ensure every workshop
is practical and participative. With many repeat clients, consistency is important
to Shirley, so she makes sure every workshop is full of valuable tools, helpful
guidelines and powerful action steps.
Shirley specialises in training modern business writing skills, email etiquette,
confident communication skills and success skills for secretaries. She puts a lot
of passion and energy into her workshops to make sure they are entertaining,
practical and informative, as well as a lot of fun. Shirley is also a popular,
engaging keynote speaker at international conferences.
Shirley offers special reports and 10-week courses of Success Boosters in many
communication-related topics. You can receive the special reports by signing up
on her home page, www.shirleytaylortraining.com, or just click on Success
Boosters to receive these helpful reminders.
Shirley’s contact details are:
Website: www.shirleytaylortraining.com
Email: [email protected]
A01_TAYL1939_07_SE_FM.indd 9 3/1/12 11:22 AM