Workplace Letters

Chapter 17

100

A _______ is used when you want to correspond in a more formal and personal medium than a memo or email message.

Letter

200

This chapter covers three common letter types. What are they?

inquiry letters, claim letters, and adjustment letters

300

(T or F) In most cases, colored stationery and/or decorative formats should be used when writing a letter because this grabs the attention of the reader.

FALSE! Unless the situation specifically calls for a decorative format, strive for a tasteful, conservative look. White stationery is your safest bet.

400

Because a letter often has a persuasive purpose, ________ is essential for connecting with the recipient.

proper tone

Standard Parts of a Letter

100

This part of a letter is two line spaces below the inside address, and begins with "Dear" and ends with a colon.

salutation

200

This part of a letter includes the company name, street address, city, state, and zip.

heading

300

This part of a letter is the address to which you are sending the letter. It is two to six line spaces below the heading and flushed against the left margin.

Inside address

400

The body text of a workplace letter typically includes a brief ______ paragraph that identifies your purpose, one or more _____ paragraphs that present details of your message, and a ______ paragraph that sums up and encourages action.

introductory, discussion, concluding

Specialized Parts of a Letter

100

This part of a letter is typically used with memos, but can be used in a letter to catch a busy reader’s attention.

subject line

200

This part of a letter draws attention to a point you wish to emphasize or adds a personal note.

Postscript (P.S.)

300

This part of a letter is used when you write to an organization and do not know your recipient’s name, but are directing the letter to a specific department or position.

attention line

400

The “cc” notation once stood for ____________, but now it stands for _____________.

carbon copy, courtesy copy

Inquiry, Claim, and Adjustment Letters

100

A letter in which you request information or request an interview would be considered what type of letter?

Inquiry letter

200

A complaint letter would be considered what type of letter?

Claim letter

300

Reputable firms welcome this type of letter because it helps them assess their products and services. The goal of this type of letter is to keep the customer satisfied.

Adjustment letter

400

You conclude this type of letter by expressing goodwill and confidence in the company’s integrity.

A (routine) claim letter