Business correspondence etiquette. About a good impression. Business correspondence: rules that you definitely need to know about For all questions you are interested in

• What types of business correspondence are distinguished?
• What rules of business correspondence are important to follow?
• What are the features of electronic business correspondence?

Maintaining business correspondence according to the rules - one of the important components of success in a career and in business. Ignorance of these rules, or their incorrect application in practice, can lead to the loss of partners and clients. In addition, accurate and competent business correspondence is an important component of a business image.

What are the different types of business correspondence?

Business correspondence– with partners, clients, colleagues, organizations – one of the most important activities of any enterprise. Managers and employees of various ranks receive and send letters, commercial offers etc. Depending on the form, content and focus, any correspondence is divided into the following types:

• official;
• personal;
• internal;
• external.

For each of them there are separate drafting and submission requirements. The most common types of formal business letters are:

• thanksgiving;
• commercial;
• letters, demands and requests;
• refutations;
• congratulations;
• condolences, obituaries.

Considering that today most business correspondence is carried out in in electronic format, exist ready-made templates and shapes for any type.

The Art of Business Writing

Each text is a mechanism for influencing the addressee. If it doesn't work, it means you violated the assembly rules: you took the wrong parts and arranged them wrong. To get what you want from the recipient, you need to choose the right facts, present them correctly and do it “with the right face” - one that will make the recipient of the letter want to accept your offer. How to do it?

Data. It happens that rational arguments that can convince the addressee are lost in the chaotic presentation of various, sometimes extraneous, thoughts. But once the structure is built, the letter becomes clear and convincing, even if nothing in it has changed in meaning. The main idea (often the motivation for action) is placed at the beginning, it follows immediately after the greeting. The following is a list of arguments (each indicated by a red line and in italics) with colorful illustrations (explanations). At the end, the call to action is repeated. A signature follows. A simple edit turns even the pitiful and not very clear message “to the village to grandfather” from Chekhov’s story “Vanka” into a well-reasoned, tempting offer to grandfather.

Sender image. The response depends on how the sender of the letter appears. In a letter you can be an official, or you can be a person. Sometimes the first is beneficial, and sometimes the second. For example, if you praise the addressee, it is better to use a personal style (write on your own behalf, communicate your attitude to the facts, speak as equals). Thanks to this, the recipient will know not only that he is great, but also that you have a good opinion of him. On the contrary, it is better to scold in formal phrases, stating bare facts. This advice, in a somewhat exaggerated presentation, looks like this: instead of “You are a fool,” you need to write “no signs of intelligence were found in the reader.”

In modern correspondence, we often get straight to the point, omitting “weather talk” between the greeting and the lead phrase. It would seem that an optional short sentence does not carry much semantic load. But it is the message that first appears before the reader’s eyes, therefore it sets the tone of the letter and determines with what eyes the recipient will look at the rest of the text. Here are a few examples of where to start your message to subordinates and partners, pursuing different goals.

1. To give yourself weight: “Given that project A is under the personal control of the regional governor, we remind you.”
2. To establish warm relations with an unfamiliar company: “Having learned that your company, like us, is a sponsor of the KVN of Siberia competition, we decided to offer it to you first.”
3. To get help: “Olya, you spoke so well and, most importantly, professionally at the conference! I think you, as an expert, can help me.”
4. To mobilize subordinates: “Congratulations - it’s already Friday. All that remains is to submit budget proposals - and you can rest.”

5 Terrible First Phrases That Will Kill Your Writing

The American company HubSpot found out which first sentences do not inspire the reader, but, on the contrary, force them to delete the letter. Find out what these phrases are and never use them at the beginning of a conversation.

General rules for business correspondence

The reputation of your company indirectly depends on how the business letter is designed and written. We can say that in order to form a successful image of the company and build its reputation, it is necessary for employees to comply with the rules of business correspondence for both external and internal communication.

Letter form. It would be correct to use forms designed in a corporate style, which contain the details. Style design means the presence of a logo, the use of a special font, the indication of all contact information and the full name of the organization.

Page layout. When formatting a business correspondence letter, margins are used (left margin - 2 cm, right margin - 1 cm, top and bottom margins - 2 cm each). If the letter includes several sheets, then they must be numbered (put down at the top of the sheet in the middle).

Style. Business letters are written in formal business style, which assumes short description the essence of the letter, the accuracy of the wording and the use of stamps and standard phrases. In addition, in business correspondence there is a rule: one problem - one letter.

Text structure. A standard business correspondence letter includes three parts:

1. Addressing the addressee.
2. Introduction (goals of the letter).
3. Main part.
4. Summary.

Rules for business correspondence in English

Preparation of business correspondence for English language carried out in accordance with the general requirements:

1. The text is distributed into paragraphs without using a red line.
2. When formatting a letter, the upper left corner must contain the personal information of the sender (full name, or name of organization, and its address).
3. Below is the name of the opponent, or the name of the recipient's company with the address (in a new line).
4. The date of compilation of the letter is indicated three lines below, or at the top in the right corner.
5. The main part of the letter is placed in the center of the sheet.
6. It is better to start the main idea by indicating the reason for the request: “I am writing...”
7. A standard letter should end with the expression: “Yours sincerely” if the name of the addressee is known; "Yours faithfully" - if not.
8. Skip four lines after the thank you and include your name and position.
9. The signature is placed between the name and the salutation above.

“Language” of business correspondence

Business correspondence is required special requirements. First of all, letters should not contain emotional overtones. They should be as restrained, concise and precise as possible. The logical and consistent construction of the text completely replaces emotionality. Interjections, diminutives, abbreviations that are not on the list of generally accepted ones - all this should be avoided in business correspondence.

One of the important conditions for composing a letter is semantic accuracy, which represents its practical value.

The next important criterion is the logical presentation of the text. Words should not be subject to double interpretation - this can change the meaning of the content in the letter and give it an undesirable tone.

The main purpose of any business document is to persuasiveness in expressing a certain point of view. The main rules in writing and drafting a document, memo or letters are literacy, argumentation, correct appeal, reliability of information and sufficient evidence.

Below are a few rules for writing business letters:

Use of pronouns. Business correspondence should avoid reflecting personal emotions and perceptions. Business information is traditionally communicated using standard forms. As a rule, during such correspondence the interests of the entire enterprise are expressed, and not of an individual, so the appeal comes from plural. And, although this suggests the use of the pronoun “we,” you should avoid using it by using the appropriate verb forms.

Collateral forms. In business correspondence, you should use the passive voice. Such appeals have a softer appearance. For example, if you rearrange the phrase: “You did not complete the repair work on time” with the words “The repair work provided for in the contract was not completed,” then you will be able to state the very fact of failure to complete the work without making direct accusations. That is, the fact of the violation is indicated, but the specific culprits are not indicated, which makes the tone of the letter softer.

The active voice is used when defining in a letter the object that serves as the initiator certain actions. For example, “the legal department provides clarification...”. It should be noted that such sentences use the present tense.

The use of the passive voice also determines the nature of the letter. Such forms allow you to set the focus on a specific event, and not on the performers of the action (proposal sent, report received). The passive voice is also used if the object is obvious (the date of the meeting has been determined).

Verb form. If there is a need to focus attention on a constantly repeating action, verbs in an incomplete form are used to describe them (specialists regularly violate deadlines). If it is necessary to highlight the completeness of the process, the perfect form of verbs is used (the patrolmen have begun their duty).

Introduction of accents. Despite the fact that most business correspondence is neutral in tone, in some cases additional focus on certain points is required. To do this, introductory phrases are used to soften the phrase. (If you rewrite the phrase “we ask you to send the documentation that is in your possession” with the words we ask you to send the documentation that, apparently, is in your possession,” then the degree of tension in it is significantly reduced, and it is more suitable for the requirements of tactfulness of business correspondence).

When writing business letters, you should also pay attention to respecting your opponent. So, if the phrase “we are not interested in your offer” is replaced with “unfortunately, at this time we are not interested in your offer,” it is freed from unnecessary rigidity, which is not appropriate in business correspondence.

Introductory structures are also an important component of a business letter, as they make it less dry. In accordance with standards business etiquette the phrase “please, if possible, provide your expert comments on the quality of our materials” would be appropriate. Introductory structures good tool to reduce categoricalness, show respect and attentiveness, and express a friendly tone. Their use allows you to express a thought without hurting your opponent’s pride.

Business correspondence etiquette: 5 tips on how to make a good impression from afar

1. The response time to the letter demonstrates your interest in communication and cooperation. You need to respond to business emails within the shortest possible time: minutes, hours, maximum a day. If there are objective reasons for the delay, send a letter and write that you have received the message and will respond soon. In order to correctly prioritize, you should pay attention to the corresponding notes in your opponent’s letter - “importance”, “topic” and so on. The presence of such marks indicates how important your answer is.

A delay in response means a high probability of losing a client. If possible, respond immediately. Leave only letters “for later” that will take time to respond to. The CEO School will help you learn to predict people's behavior and negotiate well.

2. Personal appeal. Personal address is preferable, as it shows respect for the addressee.

The use of personal address is one of the mandatory rules of business correspondence. Personal focus is a demonstration of respect for individuality and goodwill. In addition, this will help you make your letter stand out from the gray mass of template responses.

3. Expressing words of gratitude (for the appeal). Gratitude expressed in a letter is a kind of expression of gratitude for the choice of an opponent or client in favor of your company. A written response that begins with “Thank you for your letter” demonstrates to your opponent that he is valuable to you. This tone of a business letter is correct, as it reflects a constructive position. For example:

An expression of gratitude for the trust in your business is made at the beginning of the letter using the following constructions:

• Thank you for your interest…;
• Thank you for your letter...;
• Thank you for contacting us...;
• Thank you for choosing our company...;
• We appreciate your interest...

4. Positive ending. Final constructions are guaranteed to come to the opponent’s attention after reading the letter. Therefore, it is advisable to fix it in this form positive attitude business correspondence and create a positive mood in the correspondence partner and a desire to continue communication. Eg;

the last thing that remains in the recipient’s attention when reading your letter. Secure the emotional and positive atmosphere of business communication in the last phrases. Create a good mood for the recipient - so that he wants to communicate with you again. For example:

Always, when finishing a letter, create a positive mood in your opponent to continue communication. For these purposes you can use the following structures:

• We are glad to cooperate;
• Ready to answer your questions;
• If you have any questions, please contact us;
• We hope for mutually beneficial cooperation;
• We are happy to help you;
• Sincerely.

5. Signature and contact block. An employee who conducts business correspondence needs to have an idea of ​​who is present “on the other side of the monitor.” In other words, information is needed about the opponent’s name, position and contact information:

1. First name (last name) – provide the opportunity for personal address;
2. Position – provides the opponent with an understanding of the level of competence
3. Coordinates – contribute to the emergence of additional communication channels.

To optimize work with business correspondence, it is better to add a block with contact information to the standard settings. This block should be present in letters to partners, colleagues and clients as a symbol of a professional attitude to the matter.

Rules for electronic business correspondence

Grigory Sizonenko, CEO CJSC "Information Implementation Company", Moscow

1. Use the “Reply all” button. If several people are involved in the correspondence, everyone needs to respond, not just the sender of the last message.

2. Always indicate the subject of the letter. In most cases, the recipient only sees the header of the new message. Later, the information in the Subject field helps you find and sort messages. You can use tag words in the header - for example, “IMPORTANT!” - but only if they really correspond to the content of the letter (however, it’s more convenient to just click the “Importance” button, which is available in all popular email programs, and the tag will appear next to the field "Subject"). Develop a uniform style of wording and stick to it constantly. Keep in mind that many people today use automatic filters to sort correspondence. Therefore, the title must be chosen so that a machine can “read” it.

3. The letter should be short and structured. Strive for maximum transparency of meaning and clarity of presentation, separate essential and minor details. It is in your interests that after reading a business letter once, you can easily understand both the essence of the problem and the history of the issue, the meaning of the sentences and the nature of the actions expected from the addressee. Additional materials(documents, tables, photographs) are best sent as attachments so as not to inflate the message text; In this case, the letter must indicate what kind of files you are sending.

4. Be polite. In any letter there should be a place for a greeting, address and signature (you can enable its automatic addition to any of your messages). You also need to place semantic and emotional accents - avoid telegraphic style. Even if the correspondence concerns a pressing issue or conflict, maintain a respectful tone. After all, in business it is important not to offend, but to find a solution. Restraint and courtesy are good helpers in this.

5. Letters must be answered! And quickly. Failure to understand this elementary truth entails a lot of misunderstandings. The sender should know that the letter has been read and after a while you can expect a meaningful response. At the same time, you should not rely entirely on autoresponders and automatic notifications - write a short phrase of your own. On the contrary, some letters do not need to be answered. Firstly, for those where your address is in the “Cc” field: the sender wants you to be aware of his correspondence with another person. Secondly, for those where your address is not present at all: this means that the author of the letter added your coordinates to the “Blind carbon copy” field - that is, he intends to familiarize you with the correspondence in secret from the direct addressee of the message.

6. Do not delete the text of the letter you are replying to. It is possible that your answer will be re-read after a while - maybe even after several years. Many enterprises already have archiving systems in place. Email. By the way, in countries where an email from a company official is recognized as a legally significant document, long-term storage of correspondence is a legal requirement. We don’t have this yet, but practice is ahead of written regulations. Look at every letter you write through the eyes of the recipient. This is the basic rule of business correspondence. If you follow it, recipients will begin to highlight your messages from the flow.

7. Write correctly. Single errors made in a letter are offensive to the addressee, since they are perceived as a sign of haste or negligence. And multiple errors indicate a low cultural level of the sender, and also - since we're talking about about business correspondence – they also portray the company where the sender works in an unfavorable light.

INFORMATION MAIL

Health is the basis of human life. The most important thing for its preservation is the way of life of a person. A healthy lifestyle culture is the key to active longevity.

In order to form a positive attitude of students towards a healthy lifestyle, the university

October 2015

conducts Intra-university marathon

“HEALTHY LIFESTYLE IN THE EDUCATIONAL PROCESS

HIGH SCHOOL"

The goal of the marathon is to popularize the most important components of a healthy lifestyle for students: a balanced diet, physical education and sports, harmonization with society.

Location: St. Petersburg, st. Novorossiyskaya, 48/50.

Organizing Committee Intra-university marathon “Healthy lifestyle in educational process high school»:

Pankova Nina Vladimirovna, Rector of the Federal State Budgetary Educational Institution of Higher Professional Education "SPbGTEU",

Bazarnova Yulia Genrikhovna, Head of the Department of Chemistry and Biotechnology, FSBEI HPE “SPbGTEU”,

Barsukova Natalya Valerievna, Head of the Department of Catering Technology of the Federal State Budgetary Educational Institution of Higher Professional Education "SPbGTEU",

Nerobeev Nikolay Yurievich, head of department physical culture FSBEI HPE "SPbGTEU",

Kotomenkova Olga Gennadievna, head of the research department of the Federal State Budgetary Educational Institution of Higher Professional Education "SPbGTEU".

As part of the Intra-University Marathon, it is planned to hold competition between 6 student teams. Mandatory requirements to the composition of the teams: 10 people, including 2 students from each faculty.

The following competitions within the event :

1. Team presentation competition (homework): booklet and presentation (video or slide show, or group presentation, etc.).

2. Brain-ring game “Encyclopedia of Health”.

3. Culinary duel “Proper lunch for three persons” with presentation of dishes (cold appetizer, first course, second course, drink).

4. Sports match “A healthy mind in an athletic body”(team sports competitions).

5. Project competition “University – Territory of Health”(homework).

Accepting applications from teams for participation in the Intra-University Marathon (Appendix 1) is made until October 19, 2015 (inclusive) by email: [email protected].

“Road maps” with explanations and requirements for competition tasks registered teams will be sent October 20, 2015 to the email addresses specified in the applications.

For any questions you may have, please contact:

- to the organizing committee of the event: e-mail: [email protected];

- to the research department of the Federal State Budgetary Educational Institution of Higher Professional Education "SPbGTEU":

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