Unit 4
Non Verbal Communication
Nonverbal communication is the type of communication that is carried out without the use of words. Nonverbal communication is usually utilized as an aid to verbal communication. This type of communication employs gestures, body language, symbols and expressions.
Nonverbal actions office set the tone of the conversation. Nonverbal communication is useful for expressing one’s mood, opinion or reaction. Below are some forms of non-verbal communication:
Body Language
Body language is the sum of the physically observable. For instance, hand gestures, visual communication, facial expressions, the tone of one’s voice, posture, stance, touch, gaze, and so on. Research shows that nonverbal communication constitutes about 55% of our daily communications
These are subtle signals that are picked up as a part of our biological wiring. for instance, if you rest your head on your palms, it'll mean that you simply are very disappointed or angry. Similarly, other subtle hints will convey your reactions to the person you want to communicate with and vice-versa.
The term body language refers to most non-verbal methods of communication. Non-verbal messages are any messages that individuals send without using words. Body language incorporates facial expressions, gestures, postures and other physical signals. Body language is often combined with verbal messages to speak clearly and effectively. In many situations, body language plays the most crucial rule in communication. Some specific types of body language include:
- Facial expressions such as smiling, frowning and rolling eyes
- Hand gestures like waving, beckoning someone to come closer or counting on your fingers
- Postures like slumping, sitting up straight or leaning away from someone
- Other types of signals like shrugging, clapping or shaking someone’s hand
How to understand body language
There are several steps you may take to develop your ability for interpretation and use of body language. These steps include:
Be observant
The first step in understanding body language is to take notice of it. Improving your observation skills may be an easier task than you'd think. You presumably are already interpreting body language on a daily basis without realizing it. Think about the friendliest employee you encounter in your workplace. Do they smile once you pass them in the hall? Do they maintain eye contact and nod when you discuss with them? Their body language likely contributes to your perceiving them as friendly.
Improving your body language observation skills will involve increasing your mindfulness. Mindfulness, with reference to body language, means making a concentrated effort to require notice of people and their actions. If you concentrate on familiarizing yourself with others’ normal standard of behaviour, you've got a far better chance of interpreting their non-verbal communication correctly. Bouncing or shaking your leg under the table is often a symbol of nervousness or unease. However, if you observe that your employer always seems to shake their leg when they are excited or interested, you'll be ready to interpret that body language accurately.
Be empathetic
One of the most effective ways to grasp another’s body language is to try to understand their perspective. By considering someone’s personality or the particular details of their situation, you'll get an improved idea of what their body language may be communicating. For example, if you greet a co-worker and they avoid eye contact, press their lips together and cross their arms, you may think they are angry or frustrated with you. However, if you're willing to empathize, you may realize that they're under loads of stress attributable to an upcoming deadline. By considering their circumstances, you gain a clearer understanding of their body language and what it communicates.
Be self-aware
The third step in improving your body language communication skills is becoming more self-aware of your own non-verbal messages. You can be an expert at reading other people’s visual communication, but if you are not conscious of your own, you'll not be communicating at your full potential. Being self-aware of your body language involves noticing how you physically interact with others, being on top of things of your facial expressions and being intentional along with your gestures. By practicing your non-verbal communication, you'll be able to cultivate in yourself a capability to indicate interest, engagement and professionalism using visual communication.
Body language is a crucial element of communication within the workplace. Improving your ability to read, understand and interpret visual communication will increase your communication competency.
Paralanguage
This type of communication is carried out by the tone of one’s voice. It almost 38% of all the communication that we do every day.
Along with the tone of voice, the style of speaking, voice quality, stress, emotions, or intonation all serve the purpose of expressing intent and reaction. All of these aspects are not verbal.
Paralanguage refers to the area of non-verbal communication that emphasizes visual communication and voice nuances as means of expressing thoughts and feelings. People normally use paralanguage multiple times per day and are sometimes not even aware they're doing so. The ability to interpret this type of human communication correctly is taken into account a crucial competency in both personal and professional settings. Para language often conveys just as much meaning as spoken words. Good communicators also have the flexibility to determine how their own paralanguage affects others and to change it so on gain others' trust and to project confidence.
Various aspects of paralanguage include posture, eye contact, hand gestures, and tone of voice. Vocal qualities like volume and tempo are also a part of non-verbal communication. If a speaker changes even one of these aspects, the resulting meaning may be quite different to listeners. People who are able to adjust their non-verbal language to the requirements of different situations are generally better at diffusing troublesome interactions like arguments. This type of communication skill is considered as metacommunicative competence.
Sign Language
A Sign language can be described as a means of communication through bodily movements, especially of the hands and arms, used when oral communication is impossible or not desirable.
In linguistic terms, sign languages are as rich and sophisticated as any oral language, but they're not "real languages". It is a conventional communication which is a part of non-verbal communication.
Sign language can involve simultaneously combining hand shapes, orientation and movement of the hands, arms or body, and facial expressions to fluidly express a speaker's thoughts. Sign languages share many similarities with spoken languages, which is why linguists consider both to be natural languages, but there are also some significant differences between signed and spoken languages.
Types of Sign Language
There are 7 types of sign language:
1. Sign language for the deaf
2. Sign language for individuals who are deaf and blind
3. Sign language for kids and adults with special needs
4. Sign language for babies - a more innovative way to understand and communicate with hearing baby, before he or she can speak!
5. Sign language for communicating with animals for instance dogs and dolphins.
6. Home sign is not a full language, but it's used for a specific family, where a deaf child doesn't have contact with other deaf children and is not educated in sign.
7. A village sign language could be a local language which is employed both by the deaf and by a major portion of the hearing community, who have deaf family and friends.
Following are the various appropriate uses of Non-verbal Communication:
1. Replacing speech
Non-verbal communication is an effective way of communicating without speaking in both formal and informal settings. Not only can one express a lot without words through their expressions and gestures but one can also use non-verbal signs to supplement speaking.
Below are some ways by which non-verbal communication can replace or supplement verbal communication:
- Using hands, legs feet or the whole body to indicate something.
- Using gestures with fingers, hands and arms to express a point.
- Tilting of head such as nodding to say yes or no
- Using expressions to express joy, sadness, approval, disapproval, frustration etc.
2. Controlling conversation
During a conversation, both parties take turns to speak to express their thoughts. Therefore, if a conversation requires one to take control such as in a debate, non-verbal communication can be used to drag the ball into one's court.
Below are some ways by which one can take control of the conversation using non-verbal communication:
- Cutting into speech to take control.
- Using voice modulation and tone to retain control.
- Pausing between sentences to add dramatic effect.
- Stopping between sentences to allow others to speak.
- Leaning forward to show interest and request others to speak.
- Looking away or leaning backwards to show disinterest or unpreparedness to listen.
3. Impression through Appearance
As Non-verbal communication goes beyond bodily actions to anything that sends subtle messages, one's attire and the way they look in general can affect the audience in many ways. Thus, one's appearance can be a useful tool to create an impact on the listener.
Below are some things which can be used to create a lasting impression:
- Appropriate attire for a formal or informal setting and proper grooming.
- Personal accessories such as watches, jewelry, etc.
- Organization of workspace such as the setup of desks, chairs and computers.
- Status symbols such as cars, houses etc.
4. Expressing emotion
While Verbal communication is useful for expressing thoughts, Non-verbal communication is useful for expressing emotions and subtle feelings. The tone of one's voice, their expressions and their body language can tell much more about a person than words can. In particular, if one feels that he is unable to express emotions verbally, their words and body language can easily be in contradiction, sending messages that may be interpreted as stress or deceit.
When attempting to relay a message or idea, it's always easier and more practical to try and do so face-to-face than on paper or via email. That's because written or audio communication alone has certain limitations that might muddle your message or lead to misunderstanding. Visual and audio communication breaks down the conventional barriers of written communication to make sure that your audience understands the message easily, leading to better discussion and collaboration in business, education and personal applications.
Clarity
One of the major benefits of audio-visual media for communication is clarity. When you send an email or write a letter, you recognize the kind of tone and mood utilized in the letter, but it could come across differently to the receiver. Video and audio input enable, both parties to take note of at facial expressions and gesture, hear tones and inflections in the voice and use both audio and visual cues to clarify each other's meanings and positions.
Speed
About a century ago, written communication or word-of-mouth correspondence often took weeks and months. In comparison, today's communication is immediate, with the use of audio-visual media such as video phones, webcams and face-to-face meetings.
Retention
Message retention can be increased trough visual and audio cues. According to the US Department of Labour, a mere 10 percent of data is retained when presented only orally and only 35 percent of data is retained when presented only visually. But when audio and visual tools are combined to present a message or idea, 65 percent of that information is retained. Presentation software and video conferencing may be effective tools in meetings and lectures because your audience receives and processes the data more effectively than it might with more traditional approaches.
Media
Presentation aids such as audio and visual slides when added, create a multimedia experience. This assists communication in becoming more engaging to the audience using a variety of media, from mp3s to video footage to still-image slideshows and online social media.
A channel is the medium, mean, manner or method through which a message is disbursed to its intended receiver. The main channels include written (hard copy print or digital formats), oral or spoken, and electronic and multimedia. Within those channels, business communications may be formal, informal, or unofficial. Finally, communications can be rich or lean.
Channel richness refers to the quantity and immediacy of data that may be transmitted. Face-to-face communication is incredibly high in richness because it allows information to be transmitted with immediate feedback. Face-to-face communication is restricted to one person communicating with a couple of individuals in close proximity, whereas a tweet can reach to thousands of followers round the world.
Oral Communications
Oral channels depend on the spoken word. Oral channels are considered the riches channels that include face-to-face, in-person presentations, mobile conferences, group presentations, telephone, video meetings, conferences, speeches, and lectures. These channels deliver low-distortion messages because visual communication and voice intonation also provide meaning for the receiver. They allow for immediate feedback of the communication to the sender. They are also the foremost labour-intensive channels in terms of the quantity of individuals involved in the transaction.
Oral channels are generally employed in organizations when there's a high likelihood of the message creating anxiety, confusion, or an emotional response in the audience. For instance, a senior manager should address rumours about layoffs or downsizing in face-to-face meetings with management staff. This allows the receiver (audience) to urge immediate clarification and explanations, albeit the reason may be a simple but direct: “At this point, I just don’t know.”
Oral communications may be useful when the organization wants to introduce a key official or change a long-established policy, followed up with a written detailed explanation. Senior managers with high credibility usually deliver complex or disturbing messages. For example, a senior manager will usually announce plans to downsize face to face so that everyone gets a similar message at the same time. This will often include a schedule so people know when to expect more details.
Written Communications
Written communications include e-mails, texts, memos, letters, documents, reports, newsletters, spreadsheets, etc. They are among the leaner business communications. With written communications, the author must provide enough context that the words may be interpreted easily. The receiver should be alert for ambiguity and ask for clarification if needed. An e-mail sender cannot take receipt for granted. Most people receive an excessive amount of e-mail and sort and filter it quickly, sometimes incorrectly.
Written messages are effective in transmitting large messages. Humans are limited within the amount of knowledge they will absorb at just one occasion. Written information can be studied over time. Reports can include supporting data and detailed explanations when it is important to persuade the receiver about a course of action. Written communications are often carefully crafted to mention exactly what the sender means. Formal business communications, like job offer letters, contracts and budgets, proposals and quotes, must be written.
Electronic (Multimedia) Communications
Television broadcasts, web-based communications like social media, interactive blogs, public and intranet company websites, Facebook, and Twitter belong in this growing category of communication channels. Electronic communications allow messages to be sent instantaneously and globally. People can talk face-to-face across enormous distances. Marketing and advertising are often targeted to several differing kinds of consumers, and business units can easily communicate in real time. This is especially important when customers must be advised of product recalls or security issues.
Although extremely effective, the widespread utilization of electronic communications for business purposes may also be risky. In recent years, the private communications and customer files of many large corporations have been hacked and their data stolen.
Communication is only complete if the message received by the recipient is interpreted in the same way as was intended by the sender. But due to the presence of a wide number of factors the message may be destroyed. These factors act as barriers to effective communication. It is essential to locate and eradicate these factors in order to allow free flowing communication.
Some of the barriers that block communication are listed below:
- Language Barriers – The linguistic ability of both the sender and receiver define their ability to effectively communicate. Especially when technical communication is concerned, the free flow of communication requires both parties to be sufficiently acquainted with the information that is being exchanged. For example, if two people from different backgrounds converse with the technical terminology of their own fields they are bound to misunderstand each other.
2. Psychological Barriers- The psychological state of the receiver plays a significant role when processing information. Factors such as personal issues, worries and stress might affect the receiver’s ability to decode information as they might be preoccupied with their own concerns.
Anger on the sender’s end is also an example of a psychological barrier, while angry one tends to convey thoughts one doesn’t mean only to regret later. Shyness, anxiety and depression may also act as barriers.
3. Physical Barriers- Physical barriers such as noise, physical distance between the speaker and receiver, conditions of the topography, poor lighting, speech impediment, hearing disability also affect effective communication.
4. Perceptual Barriers- The difference in how individuals perceive things also play a role in communication. People often find themselves unable to accept messages that go against their upbringing and values. Here even though the communication is effective, the feedback suffers. A similar situation might be perceived differently by different individuals and therefore might create disagreement.
5. Cultural Barriers- Different cultures possess different norms of social interactions and communication. Something deemed appropriate in one culture might not be the same in another. Body language and gestures play a vital role in non-verbal communication which might suffer due to cultural differences.
6. Inattention- One of the most common barriers towards effective communication is inattention, the receiver might simply be uninterested or might be daydreaming while the message is being conveyed to him.
These barriers can be easily avoided with a little effort and dedication. Below are some methods useful for avoiding these communication barriers:
- Clarity of words and purpose - Clarity is one of the most essential requirements of communication. While writing, it is necessary to write in good handwriting with proper grammar and sentence formation. While speaking one should use proper vocabulary and speak each word clearly and carefully along with proper inflections.
2. Active Listening- One should listen carefully what the speaker is saying in order to understand properly and provide feedback. One should be attentive while listening, ask open ended questions and should be able to summarize the information provided by the speaker.
3. Focus should be the other - While conversing one should maintain eye contact with the speaker as this shows the speaker that the message is being received by the listener. While speaking the focus should always be on the receiver.
4. Non-Verbal Communication- One’s body language often speaks as loud as his words. While communication one should show one’s reactions and interests through their body language.
5. Avoid Interruptions- It is essential to let the speaker finish talking before conveying one’s own thoughts. Interrupting is not only rude but also can be disadvantageous as one may not totally grasp the meaning of the speaker. If an interruption is absolutely necessary, one must use polite words like “pardon me” or “excuse me” instead of cutting the speaker in the middle of their thought process.
6. Controlling Emotions and Thinking before Speaking- It is said one must think twice before they speak. One must always consider the opinions and feelings of others before speaking their mind. One must also consider one’s own emotions and not speak out of anger or frustration. The process of communication should be logical rather than emotional.
7. The Message- The message one wishes to convey must always be clear and concise, there should be no doubts in one’s mind while speaking. The central idea of the message should always be conveyed completely and indubitably.
8. Eliminating Noise- One must eliminate all the outside forces that might disturb the conversation in order to maintain the flow of the communication process.
9. Feedback- One must pay attention to what the other person is saying and try to understand it as closely as possible to his intended meaning. This will allow him to provide proper responses.
Concept
Written business communication allows organizations to exchange information regarding developments, expectations and legalities to employees and contacts with the outside world. While conventional hard copies of written communication in business are still prevalent, email and online communication have taken their place in today's fast paced society. Given the important of written language, it’s a good idea to know the fundamentals to apply best practices to your own business.
Types
There are two main classifications of written communication in business. Internal written business communication involves employers and employees at all levels of the corporate. External communication involves conversing with clients, independent contractors, industry colleagues and other individuals not working directly for or under the businesses umbrella. Written communication in business includes three main forms encompassing business letters, memoranda and reports. Modern examples may include text messaging, social networking posts and multimedia business presentations.
Uses
Business letters can assist in promoting the business image by communicating with the outside world. Memoranda are mainly employed by managers and employees to communicate information about ongoing projects, changes in business procedures or other internal topics. Business letters and memoranda are often used to confirm in writing what has been prearranged verbally. Reports help communicate new information, analysis of information or research or recommendations for future decisions.
Advantages
Advantages of written business communication include:
- Easy to preserve: The documents of written business communication are easy to preserve. Oral and non-verbal communication cannot be preserved. If it's needed, important information may be collected from the preserved documents.
- Easy presentation of complex matter: Written communication may prove to be the best method to represent any complex matter easily and attractively.
- Permanent record: The documents of written communication act as a permanent record. When data is needed, important information can be easily recollected from the preserved documents.
- Prevention of wastage of time and money: Written business communication prevents the waste of expenses and time. Without meeting one another both parties can exchange their views.
- Accurate presentation: Through the documents of the written communication business leaders can present the data more accurately and clearly. Written documents carry a legal obligation and therefore require careful drafting and presentation.
- Use as a reference: When needed, written communication may be used as future reference.
- Delegation of authority: Written communication can help the authority to delegate the ability and authority to the subordinate. It is quite impossible to delegate power without a document.
- Longevity: Written material is preserved for an extended time easily. That is why; all the important issues of a company must be preserved in written form.
- Effective communication: Written language helps to establish effective communication. It is more reliable and effective than those of other sorts of communication.
- Maintaining image: Written business communication helps build an organizations image. It also protects the images of the corporate or organization.
- Proper information: It is an accurate and complete communication system. There is no opportunity to incorporate any unnecessary information in a piece of writing.
- Less distortion possibility: In this communication system information is recorded permanently. So, there is less possibility of distortion and alteration of the data.
- No opportunity to misinterpret: There is little opportunity to misinterpret the data or messages of written communication.
- Controlling tool: Written language can help to regulate the organizational activity. The written document could also be used as a tool for controlling information.
- Easy to verify: The data and messages that are preserved may be verified easily. If there arises any misunderstanding any party can easily verify the information.
- Others: Clear understanding, official documentation, Acceptability, Reduction of risk, Creating confidence, Easy circulation, Wide access or coverage etc.
Disadvantages
The limitations and disadvantages of written communication are as follows:
- Expensive: Written communication may be more expensive compared to oral. Written communication requires technology and a large number of employees.
- Time consuming: Written business communication consumes more time compared to oral communication. It is a time-consuming media. Although emails can be faster than other forms of written communication, all other written forms are considerably slow.
- Red-Taoism: One of the most important disadvantages of written business communication is Red-Taoism. Red-Taoism refers to the time it takes for approval of a project.
- Useless for non-writers: If the sender of the message is not good at writing, written communication is quite impossible. This is major disadvantage written communication.
- Difficult to maintain secrecy: Written documents may be exposed thereby compromising confidentiality. This is the reason why it is not always possible to maintain secrecy through written communication.
- Lack of flexibility: The contents of written business documents cannot be altered. Therefore, Lack of flexibility is one of the most significant limitations of written communication.
- Delay in response: It required much more time to get a response from the message receiver; prompt response is not possible in case of written communication which is possible in oral communication.
- Delay in decision making: Written communication requires much more time to communicate with all the parties concerned. This inhabits the decision maker making their decisions delayed.
- Cost in record keeping: It can be very difficult and expensive to keep all the records in written communication.
- Complex words: Sometimes the author of the document may use complex words in written a message. It may then become difficult for the reader to grasp the meaning. This may lead to confusion and the loss of the objectives of the communicator.
- Lack of direct relation: If there is no direct relation between the writer and the reader, the intended meaning in the communication may get lost.
- Others: Prompt feedback is impossible, Slowness, Bureaucratic attitude, Understanding problem between boos and subordinates, lack in quick clarification and correction, formality problem, lack of personal intimacy, etc.
Importance
The purpose of written business communication is to make information clear and understandable in order to make business more productive and consumer goods more convenient.
Written business communication helps to advance our economy by ensuring viable research and development, safeguarding design and manufacturing, and protecting consumers through accurate and informative documents. Good business communication will:
- Help employers understand and complete job tasks more successfully.
- Provide backgrounds on which new ideas can be built without repetition.
- Prevent problems with the development and manufacturing of products.
- Inform consumers how to assemble, fix or use a product.
- Provide effective customer service to the consumers.
Below are the reasons why written communication in any business is important:
Team building – Creating/ Building effective teams actually means how those team members interact and interact with each other. By using effective strategies to increase communication you will go a long way in building effective teams. This, in turn, will improve the morale and satisfaction of employees.
Gives everyone a voice - Employees' satisfaction can depend a great deal on whether they have a voice and are listened to, whether it depends on the mood they have or about the complaint they need to make. Well-designed communication lines should be able to afford everyone, regardless of size, ability to communicate freely with their peers, colleagues, and managers.
Innovation - When employees are empowered to communicate publicly without fear of ridicule or refund, they are more likely to bring their own ideas to the table. Innovation relies heavily on this and for an organization that promotes communication to be innovative.
Growth - Communication can be viewed internally and externally. By being internally integrated and having strong lines of communication you make sure the message you send out is consistent. Any growth activity relies on strong communication with all stakeholders, whether internal or external, and at the same wavelength.
Strong Management - The more managers communicate, the better able they are to manage their teams. Assignment, conflict management, promotion and relationship building (all the responsibilities of any manager) are all very easy if you are a strong speaker. Strong communication is not just the ability to talk to people but to empower them to talk to one another - to make communication channels stronger.
Need of Business Letters
Writing letters is an art and a strategy. The latter can be followed by following formal meetings; the former must be nurtured with the care and deepest interest of man. The letters are generally divided into the following four categories: friendly or informal letters, business letters; invitations and responses, as well as the use of functions.
Promotional Function: By promoting new products and providing better services to business organizations, improving and enhancing the quality of their products. Customers should be informed through these developments. Business organizations have to expand their market by tapping new areas. All-round expansion is possible only if the organization continues to be well-informed by letters to those people and letters promoting them.
Informational work: Business letters provide valuable data about previous policies, transactions and all other activities of the organization. Modern businesses cannot depend on memory like the old days. If they are available then the letters are ready reference. New policies can be developed by studying earlier. Not only is it necessary to maintain good correspondence, but it is also more necessary to make them available in the files.
Legal work: Business letters can provide evidence in legal disputes, if any, which is in a transaction. They are useful as legal documents in quotes and offers.
Goodwill work: Business letters promote goodwill among business parties that trade. They make a good rapport between the parties in business transactions.
Convey information: The fundamental reason for any business letter is to pass on information in regards to practice business exercises. Information can be transmitted through the business letter to clients, providers, indebted individuals, government experts, monetary organizations, bank, and insurance agencies and to any different gatherings related to the business.
Conclude exchange: One of the particular functions of a business letter is to finish up an exchange. In finished exchanges business letter are as often as possible utilized.
Creation of markets: Business letter are particularly significant for creating interest for new products and services and market creation.
Creation of generosity: In this electronic period, messages can be sent inside a couple of moments through electronic media however a very much beautified business letter has its own significance in creating a positive picture of the company.
Kinds of Business Letters
Sales and Credit Letters
A sales letter is a type of business letter which is written with the intent of selling a product. Sales letters are an effective way to communicate with clients.
Sales letters are designed in such a way that they immediately grab the attention of the reader. It is like a salesman discussing the purpose but in the form of a letter. A sales letter could be general or particular in nature depending upon the person(s) it is addressed to.
Objectives of Sales Letter
- The main purpose of every sale letter is to convince the reader to purchase a product.
- Introduction and marketing of new products and services.
- To reach potential customers.
- Expansion of the market.
Advantages of Sales Letter
- A sales letter is less expensive.
- Reach a client where a salesman cannot.
- Reach a number of clients all at the same time.
- Ease of understanding and availability of full details.
- More convenient, efficient, and comprehensive.
Elements and Format of Sales Letter
Below is the format of a sales letter
Headline: Here the writer wants to grab the reader’s attention toward the main purpose of the letter.
Introduction: The first paragraph serves the purpose of introduction the product or service to the reader. It provides the reader with the details of the product or service. These details include the cost of the product or service, the quality, the savings and any other information associated with it.
Body: This is the part where the writer needs to build his credibility and convince the reader. Here, the content includes the worth of the product, its similarities and differences from other products, a list of satisfied customers who are already happily using the product, and the terms of contract related to the product etc.
Call to Action: Here the writer tries to incite an appropriate response from the reader. Details such as warranties and discounts are often added in the concluding part of the letter.
Writing Tips for Writing Sales Letter
- Introduce the ideas in a way that compels the reader to take a positive action.
- Introduce yourself and the product well.
- Be clear in what you are offering.
- Choose your words as per the targeted audience.
- Always use a headline.
- Make the first sentence of each paragraph count.
- Use of font styles, font sizes, bullets, and numbering etc.
- Strongly describe the credibility of the product using relevant statements and examples.
- Suitable closing sentences.
- Correct use of salutation.
- Proper and complete details of the product and availability.
- Always ask for the reader's attention, build interest and desire in the reader's mind, and finally incite the call of action.
- Have a simple and convincing tone.
- Avoid creating confusion and uncertainty.
- Avoid being clever and funny.
- Include your name, signature, and other contact details.
- Do not use fancy words or slang.
- Always revise and edit the letter.
Letters of Quotation
A quotation is an offer from the seller to sell products or services at a certain price. A quotation is not a legally binding contract but only an offer. In businesses such offers are often made through letters. These letters are known as quotation letters or voluntary offers.
Quotation letters are written in formal style and follow the same format as other business letters with a change in the main content of the letter.
Format of a quotation letter
Your name, address, city, zip code, phone number and email address should be included in the contact information. Following the contact info is the date. After writing these, you have to write the contact information of the person or organization you are writing to, the salutation, The introduction as to why you are writing the letter, the body comprising of various specifications regarding the products or services along with the price list, a few concluding statements and your signature (handwritten signature if the letter is mailed).
These are the basic steps of writing a business quotation letter. To summarize, a business quotation letter should consist of short and to the point sentence, the focus should always be on the numbers, it should attract the attention of the reader, it should be respectful and should not contain errors.
Sample
Below is a sample letter of quotation which will help you understand the basic template of a quotation letter
Order Letter
An order letter is a type of business letter which is written for the purpose of placing orders for products and services. An order letter is written by the buyer when the seller has provided them with a quote and it is in accordance with their budget.
An order letter is important step towards initiating a business transaction. This letter demonstrates interest in the merchandise and the need to start a business deal. This letter also shows that a customer is satisfied with the details provided in the quote like prices, specifications and other details.
An order letter is also used to specify the timeline around which the ordered products are to be delivered. It also provides other relevant information on quantity, the things ordered, and the mode of payment.
Below is a template of how an order letter should be written. In this template, the buyer is placing an order after receiving a quotation from the seller and agreeing to it.
From,
_____________
_____________
Date (date on which letter is written)
To,
________________
Subject:_________________________________________
Dear _________________,
My name is ____________ and I am writing as ____________ on behalf of ____________. With regard to a request for a quote dated ____________, I wish to order ____________ fabrics that are ____________ in colour and ____________ design. This order is for a client who is preparing for a wedding on ____________ and I wish to have the order urgently. The reference number of this order is ____________, please include it in all transactions for this order.
The first order will be for ____________ pieces so that we can examine the quality of the fabric and the design before making the second order. The second order will be for ____________ pieces upon approval of the first order. Kindly receive a check of ____________ for the first order. I would appreciate if you sent me a confirmation of receipt through my email ____________.
I hope to receive the shipment by latest ____________ in our office located on this address ____________.
Thank you in advance.
Your Truly,
__________
(__________________)
Claim Letter
A claim letter is essentially a complaint letter which a buyer writes to a seller to resolve grievances. Claim letters are formal business letters in which an individual or company demands the fulfilment of their claims.
In a claim letter the buyer asks for a refund or replacement for the faulty products or services provided by the seller. The seller then sends an adjustment letter where he tries to find a solution for the buyer’s problem.
Below is a sample claim letter which can be used as a template while writing a claim letter:
Adjustment Letter
An adjustment letter is a response to a buyer’s complaint or claim letter. Th main objective of writing an adjustment letter is to rectify the problem and provide the buyer with an appropriate solution.
Steps on How to Write an Adjustment Letter
1. Write the salutation.
Always address the letter to a particular person. Usually, people that send a complaint letter leave their name and address. Make sure that you spell the name correctly. For example, “Dear Mr. Jones” or “Dear Michael Robertson.”
2. Write the introduction.
Start the first sentence with a positive note. Write that you are pleased to hear from the client or express regret over the troublesome situation, or both. Address the date of the customer’s complaint letter and tell why you are writing. Don’t repeat the content of the complaint in detail.
Try to avoid such words as “complaint” or “claim.” These words may sound accusatory for the client. It will be better to say something like “Your report/message/notice from 2nd November has been received.”
3. Write the main part of the letter.
This section will consist of several parts. First, you need to restate the essence of the problem, so the reader will clearly understand that you have understood their problem well. Then you need to explain why the situation has occurred. Avoid long explanations, and be specific and brief. Clients don’t care about the company’s difficulties and simply want the situation to be fixed.
Second, present the solution to the problem. If the client is right, admit the mistake and provide a compensation or guarantee that the error will be resolved. Provide a list of steps that you are going to take (or have already taken). In some cases, when the claim is unwarranted, the company needs to write a careful and tactful denial to maintain good relations with the customer. Always try to persuade the client that you always have their needs in mind.
4. Write a conclusion.
End the letter with kind words. Thank for the client’s patience and offer further cooperation. Assure the client that such situations are rare and the company will do all possible to prevent this in the future. Express hope that the client will continue to enjoy products or services of the company. Don’t restate the essence of the problem at the end of the letter, as it will leave a feeling of incompleteness rather than your goodwill.
Add a hot-line phone number and website at the end of your letter, so the client can contact your company if needed.
5. Proofread and send the letter.
Make sure that your text is free of mistakes and has a logical structure. When you are pleased with the result, send the letter to the client.
Tips on How to Write an Adjustment Letter
- Don’t forget to fill in the subject field if you are sending an email.
- Write the adjustment letter in the shortest time possible. The company improves its own reputation by responding quickly to all complaints.
- Focus more on the solution rather than on the details of the problem.
- Always write in a positive tone. You need to calm down the customer and cheer them up.
- Focus on the relevant and specific facts rather than emotions.
- Don’t use abusive language or a negative tone. Even if the customer is aggressive or rude, you need to keep a friendly attitude and understanding of the problem.
- Never promise the client to do what is impossible or something that violates the company’s policy.
- Don’t show your surprise about the problem, unless it is a truly unique case for your company.
- Don’t try to make excuses – provide only factual information in the explanation.
- Show that your company takes it seriously.
- If the client experiences a great inconvenience, be generous. For example, you can provide a discount for the next order or a gift if appropriate.
- Remember the classical rule: “The customer is always right.” Even if the customer is wrong, make sure the customer is satisfied with your response.
D.O Letters
Demi Official letter or D.O is a semi-governmental letter which also consists of personal information shared between the sender and the receiver. D.O letters are written when there is a personal as well as an official relationship between the sender and the receiver. And because of this personal relationship the letter contains personal elements.
This type of letter is quite flexible in writing style and format, there are no strict rules to be followed during the composition of a D.O letter. These letters are generally shared by two persons having the same designation who also have a personal relationship.
The objectives of writing D.O letters are:
- To acquire information regarding a specific subject
- To grab the personal attention of an individual while avoiding the often-lengthy official procedure
- To transmit confidential information.
- To tend to matters with utmost urgency that require quick resolution
Fundamentals of drafting a D.O letter:
- D.O letters are usually printed or typed semi-official letters containing the personal name, official designation, name and address of the sender.
- Reference number and date are mentioned as in formal letters.
- The salutation is on a personal level and familiar tone, for example, “Dear Mr. Ravi” or “Dear Mrs. Shastri”
- The language used in a D.O letter is mostly informal and the use of official language is as sparse as possible.
- The individual ‘I’ is used instead of the official ‘we’ which is commonly used in official letters.
- The subscription used is “Yours Sincerely” as one would use in an informal letter after which the name of the sender is typed or written in brackets.
- Sometimes in a D.O letter the name and address of the receiver is written on the left-hand corner at the end of the letter along with their official designation.
Below is the template for a D.O letter which can be used as a format for your letters:
Enter Name of Person,
Enter Designation
Tele. No.: Enter Telephone Number
D.O. No. Enter Demi-Official Number
GOVERNMENT OK INDIA
Department of Enter Name of the Department
(Enter Name of the Vibhag)
Enter Place the Enter Date
Dear Mr/Mrs ………………………
I would like to propose to draw up a model scheme for ………………………….. A copy of the blueprints for the model is enclosed in the envelope.
Please provide me with your comments on the proposal as soon as possible. I would like to add that we intend on circulating the model scheme formally to all departments in due course for their opinions.
With regards.
Yours sincerely
Enter Name of Person signing
Enter Name of Person,
Enter Designation
Enter Address.
Government Letters
A government letter is any letter written to a government official to achieve a specific objective. For Example, your neighbourhood is backed up every morning with commuters desperately trying to get to work, and you're convinced the solution is a traffic light. Or you're confused by the mud-slinging during the latest campaign, and you want to know just where an official stand before you vote again. Perhaps a recent policy change in leash laws has made it impossible to walk your pet comfortably. Any of these situations is a reason to write to a government official. Whatever the reason may be, a government letter has to be articulate, respectful and formal.
There are many purposes for writing a government letter, below are some of them:
- Support for political candidate
- Request for volunteers
- Offer to volunteer for candidate
- Negative letter about candidate
- Fundraiser for political candidate
- Down to the wire direct mail letter
- Down to the wire ballot initiative letter
- Direct mail letter for candidate
- Announcement of a public appearance by a candidate
- Support for the president
- Request for presidential appearance
- Question about policy issue
- Personal question
- Childs letter to the president
- An idea for president
- Offering assistance to a representative
- Congratulating a representative
- Complimenting a representative
- Complaining to a representative
- Calling a representative on carpet
- Asking a representative to make a speaking appearance
- Asking a question of a representative
- Underpaid taxes
- Request to change audit date
- Late tax payment
- Overpaid taxes
- Filing by phone
- Filing by internet
- Disputing tax bill
- Claiming exemption
- Asking tax questions
Below are some rules to be followed while writing a letter to an official:
Choosing the Right Official
The first rule of writing these types of letters is decide which official to whom you need to direct your letter. Choose someone who has the most direct influence on the topic you're concerned about. Getting the official's name and title correct is very important. Misspelling a name or using the wrong designation -- Mr. Haley instead of Governor Haley, for example -- can detract a great deal from the seriousness of your letter.
Salutation and Introduction
A formal salutation which includes the designation of the official is most appropriate when writing letters to government officials, such as, "Dear Governor Charles" or "Dear Senator Richardson," followed by a colon. Then in the introductory paragraph you should you should introduce yourself and state the purpose of writing the letter and what you hope to achieve from it. Be concise and specific as your letter may be just one in a deluge of others. The better you can sum up who you are and what issue has prompted you to write, the more effective your letter will be.
Explanations and Suggestions
Delve deeper into the issue at hand. Explain how this issue affects you and anyone else in your group, followed by your personal stand on it and the reasons for your position. Letters to officials are typically of two natures: a complaint or an offer of support. If you are writing a complaint letter try to suggest a suitable resolution along with it. If you want to show your support in their decisions you need to show it in your letter. You may also want to volunteer some of your time to helping out if possible.
Conclusion
Summarize your thoughts in the last paragraph of the letter in a few lines. Try to include all the key words that you used in the body of the letter. Like all formal letters written to higher ups in an official body, be sure to include a note of gratitude for the time the reader has taken to read the letter and consider your thoughts. The letter should be ended with a formal closing such as "Your faithfully" or "Sincerely". If it's a typed letter, leave space between your closing and your typed name so you can add your signature in ink in that space.
Basic Formal Rules
The letter must always start with the date, name and address. Four lines below that, insert the name, title and address of the recipient. Whether you align the addresses on the left or right of the page depends on the visual style of the letter. Drop down one more line to insert the salutation and another line to begin the body of the letter. Always leave a line after the body for your conclusion. Remember to avoid using contractions and spell out both words and avoid informal language and slang.
Letters to Authorities
A letter to authority is fundamentally a letter of persuasion which is written with an intent to persuade or convince an authority figure into doing something or to act on a particular subject. These letters are formal in nature and follow the same format as basic business letters.
Below are some key points to be considered while writing a letter to an authority figure:
- The first most important task is to analyse the situation and decide what type of response does it require from the authority figure.
- The tone must always be polite and elegant. It is essential to remember that you are trying to persuade the authority figure not ordering them to do something. Therefore, being aggressive is not advisable.
- Think of valid, powerful and relevant arguments to include in your letter. They will help you make your case and convince them.
- Always prepare hard facts and evidence to justify your arguments.
- Be sure to include the designation of the authority while writing their salutation in their letter.
- Always state your name and purpose right in the introductory paragraph of the letter.
- Include all your arguments and counter-arguments along with their justification and evidence in the main body of the letter. Underline or embolden keywords and phrases.
- Try to provide an appropriate resolution in the concluding paragraph of the letter. Try to provide suggestions as to what can be done about the situation at hand.
- Always sign of formally with “Yours’s Sincerely” or “Yours’s Faithfully”. Write your name below and include designation if any.
Essential Features of Business Letters
- Knowing What to Say:
Nothing is more harmful to good communication than muddle-headedness resulting in not being able to make one's point. Before writing a letter, one should be sure of what one wants to say and accordingly one should be in command of all the necessary facts and information arranged logically and systematically.
2. Clarity:
Knowing what one wants to say is not enough unless one says it in as clear a Language as possible. Here comes the importance of the right word and the right expression put in a sentence constructed neatly and with precision. It should, however, be remembered that right words and write expressions become relevant only when they occur in the right place. Thus, emotional and even flowery language may be apposite to a personal Letter but it will be completely out of place in a business letter.
3. Brevity:
A few generations ago, when man enjoyed unlimited space and time, prolixity in language would not have been unwelcome, at Least in certain kinds of correspondence. In the modern age, however, addition of even one extra word cost time and energy most people will like to avoid. It is all the more the business correspondence. It means that all redundancy, be it a quotation illustration, an elaboration, in short, padding of any kind, must be avoided at all costs.
4. Accuracy:
Avoidance of redundant helps achieve accuracy of statement. For much unwanted language in letters is the direct result of inaccurate and inconsistent thoughts and statements. A little care, particularly habitual revision of what one has written, will go a long way towards making writing accurate.
5. Courtesy:
As remarked earlier, a letter reveals its writer's personality and character. Since there is always a 'you' in every letter, it is necessary that this 'you' or the addressee be shown all the courtesy and respect that language can express. Even when a complaint is lodged or a statement or application rejected, care should be taken that it is couched in polite and civilized language. It is worth remembering that while courtesy costs nothing, there is hardly anything more abrasive than impolite language.
6. Good Looks:
Finally, a letter must be a visual attraction to the reader. It can displease either through wrong spelling and punctuation or bad writing and typing. These are not matter merely of form as even a well-thought out-letter, rich in ideas and having all the qualities of clarity, brevity, accuracy and courtesy may not only fail to make proper impact on the reader, but may even defeat its purpose by causing him unnecessary annoyance.
Parts of a business letter
It is convenient to divide all letters into 10 parts:
- Sender's address
- Date
- Direction (the address of the person(s) to whom you are writing)
- Salutation
- Reference (not always necessary in intimate, personal letters)
- Body
- Subscription
- Signature
- Postscript (to be as a rule avoided, unless absolutely necessary)
- The envelope.
As these are mostly (except for the body of the letter) matters of form, we will illustrate each one of them. Often there are alternative forms, but you must choose one of them and use it consistently.
- Sender's address:
(a) Laxmi Niwas,
52 Mall Road,
Civil Lines,
Kanpur 208 016
(b) D 64 Press Road,
Nauroji Nagar,
Mysore 570 006
(c) Department of Linguistics,
University of Delhi,
Delhi 110 007.
- Date:
(a) October 25, 1988
(b) 25th October, 1988
- Direction:
(a) The Personnel Manager,
Life Insurance Corporation of India,
Bhubaneshwar, 751 006.
(b) Messrs Atma Ram & Sons,
3B Asaf Ali Roa,
New Delhi 110 001 .
(c) Professor N. G. Arunachalam,
Department of Civil Engineering,
University Engineering College,
Hyderabad 500 007.
(d) Ms. Kavita Swaroop,
4/D Indira Colony,
Jawahar Nagar,
Agra 282 005.
(Messrs is used for an unlimited company or partnership of traders) (The same address is to be repeated on the envelope.)
- Salutation:
(b) Dear Sir/Madam,
(c) Sir/Madam, (in strictly formal letters to and from government departments or officials)
(d) Dear Sirs/Gentlemen, (in the case of unlimited company, firm or partnership of traders or from a clerk to the Board of Directors, when 'Gentlemen' is preferred)
(e) Dear Mr. Swaminathan,
(f) Dear Swaminathan,
(g) My dear Swaminathan/My dear Mr. Swaminathan, ('My dear' shows extra intimacy)
(h) My dear Ravi, (very intimate and friendly)
(b) Reference:( in professional or business letters)
(c) Sale of Old Stock (between salutation and the body of the letter) (usually placed above the direction)
(d) Our ref...
(e) Your ref...
- Body: (the main part of the Letter, the subject matter of which will differ in each case)
- Subscription:
(a) Yours faithfully. (most common form in formal, official and business letters)
(b) Yours truly. (somewhat warmer than the above)
(c) Yours sincerely, (cordial and friendly)
(d) Yours affectionately. Very sincerely yours, Yours ever, in very intimate personal letter
Layout of a Business Letter
1. Font and Margins
Before writing an official letter, it must be kept in mind that the letter should not only be simple to understand but easy to read as well. Set your margins to be one or one and a half inches per each side of the document, this will help your letter look professional. Using simple fonts like Verdana, Arial, Calibri or Times New Roman with a 12-point size will give your official letter a clean look as well.
2. Heading and Subject
Once your fonts are set, you can begin addressing your letter. First, write your name in the top left-hand corner of the page. Include your name, address and the current date. You can also include your phone number and email if you are requesting further contact.
While writing the recipient's address information, remember to put it directly beneath yours. Write their name, title of their organization if they are representing one, followed by the address. Review the name and address of your recipient more than once to ensure you've written the correct address and spelled their name right.
3. Salutation
You can now professionally greet your reader. A common salutation used in official letters is, "Dear Ms. Or Mr. Last name". If you know both their first name or last name, you can include that in the salutation. For example, you can write, "Dear Alex Smith". If you know their gender, you can write, "Dear Mr. Alex Smith" or "Dear Ms. Alex Smith". If you're unaware of the name of the recipient, you can write, "Dear Sir or Madam".
4. The Body
The body paragraphs are where you can capture your main points and professionally explain your concerns, opinions or other information to your recipient. This is the part where your introduction and the purpose of the letter comes in. You can use verbiage such as, "I am writing to you today because..."
Once you've explained what the recipient will read, you can expand further throughout the next paragraph. Include details that support your first statement. For example, if you were writing a recommendation letter, you could expand on the skills of the person your recommending by saying, "Avery's time-management and organizational skills have improved the efficiency of my business by 12% since the beginning of the quarter."
You can continue giving examples until you believe your point has been clearly understood by the reader. Keep your sentences short, simple and easy for the reader to understand.
5. Conclusion and Signature
After finishing the body of the letter, the conclusion should be written. This paragraph can be short and will finalize the document by repeating your main point, explaining any possible next steps or thanking the recipient for taking the time to read your letter.
After closing the letter, you can provide your closing signature at the end of the document. Examples of common letter signatures are:
Sincerely
Sincerely yours
With appreciation
Thank you
Regards
Yours truly
Respectfully yours
Carefully select your closing signature as per the requirements and input name at the bottom of the letter.
6. Enclosures
Enclosures are additional materials added to your letter to support your document, similar to when you attach a file to an email. If you're attaching a document to complement your letter, you should mention it near the end of your letter. To inform the reader that an additional document is attached, you can include the word "enclosure" at the end of the letter after your name. You can also shorten the word by writing, "encl."
Write your name and address in the top left-hand corner of the envelope followed by the recipient's name and address in the middle. Now your letter is ready to be sent to the recipient.
