Letter writing

1
Letter writing

• the letter of complaint

2
Protocol

• Inside adress
• Reference line
• Subject line
• Salutation
• Close
• Signature
• Enclosure
• Page template

3
Spelling

• Errors in spelling indicate carelessness
• Carelessness indicates a lack of esteem towards
  the addressee

4
Structure

• One idea per paragraph
• Why are you writing this letter
• Explain the problem
• State your claim
• Close on a courteous, but firm note

5
Style

• Formal
• Polite
• Distanced
• Clear
• Factual
• Reasonable
• Firm

6
Techniques for distancing

• Avoid the overuse of I
• e.g. (After) Having , I
• implied subject in subclause

7

• Avoid referring to a specific person in an
  accusing way by shifting to the passive voice
• e.g. you made a big mistake
• you is explicitly accused vs. a big
  mistake was made
• implied agent, you is implicitly accused

8

• Try to find words or expressions that do not have
  a specifically negative connotation
• Use euphemistic language to make your point in
  a polite way.