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1、UnitTwoSeven“Cs”inLetterWritingLearningObjectiveofUnitTwoUnderstandtheimportanceofSeven“C”inletterwriting;Masternecessaryprinciplestowritesuitablebusinessletters;Mastertheprocedurestowritebusinessletters;GettoknowhowtousePyramidWritingTechniquetomakethes
2、tartoftheletter.GeneralIntroductionofSeven“Cs”Communicationisatwo-wayprocess:sendingamessageandreceivingamessage.Itisnotonlythesendingofamessage,butalsotheprocessbywhichthemessageaffectsresponds.Controllingtheresponseisthechiefgoalofthewriter.Communicati
3、oniscircular,notlinerasstatedbyNorbertWeiner.Therearesomeelementsthatarenecessaryforeffectivecommunication.Everybusinessletterwillhavetheseelementstosomeextent.CourtesyCourtesy---togivethereceiverafeelingofimportanceandsatisfactionisabasicprincipleforbus
4、inessletters.Everylettershouldbelookeduponasarepresentativeofthefirmandasamessengerofgoodwill.Courtesyistheexpressionofone’sgoodintentionstowardsthereader,insuchaway,thereaderinturnexpresshisorhergoodintentionstowardthewriter.Allthisgoestowardbuildinggoo
5、dwill,andgoodwillistheveryfoundationofeverysuccessfulbusiness.Toachievethisgoal,abusinessletterinnocircumstancesevershouldbediscourteous.Youshouldnotaccuseyourcustomersoftheirmistakes,shirkyourownresponsibility,brushawayyourcustomers’request,refusetoyour
6、customersornotbegratefulfortheirhelp.Nevershowyourangerinabusinessletter.Angeronlyhelpstomakethereaderangry.Sometimesdiscrepancymayoccurinbusiness,butwithdiplomacyandtactitcanbeovercomedandsettledwithoutillwilloneitherside.Whendoingthisyoushouldbetactful
7、,thoughtfulandappreciative.Adoptingtherighttoneisalsoveryimportant.Therighttonearousesgoodwill,warmthandinterestinyourreader.Avoidirritating,offensiveorbelittlingstatements.Ifthewriterandthereaderaimtocooperate,thetoneofsuperiorityshouldneverappear.Phras
8、eslike“Ifwhatyousaidistrue…”,“If…asyoustate…”maymakeyourreaderthinkthatyouaresuspiciousofhisintegrity.“Youneglected…”,“Youforgot…”mayriskoffendingyourreaderwithaccusation.Itisnogoodtoevokeanunfavorablereaction.Answeryourle
