Unit - 2
Business Correspondence
Q1) What is Letter Writing?
A1) Letters are short messages that are often sent to recipients outside the organization (Bovee, C., and Thill, J., 2010). Often printed on letterhead paper, one or two pages represent a business or organization. Short messages may include hard copy or email emails or notes, but reports tend to be 3 pages or longer in length.
Although email and text messages are likely to be used more often today, effective business letters are still a common form of written communication. Helps introduce potential employers, announce products and services, and convey emotions and emotions. Examine the basic overview of the letter before focusing on a particular product or writing challenge.
All writing challenges have linguistic and formal expectations. The audience or reader may have their own ideas about what constitutes a particular type of letter, and the organization may have its own format and requirements. It is an element that is common to all letters, and we need to pay attention to the expectations associated with a particular writing task. There are many types of characters and many adaptations in terms of format and content, but this chapter describes the 15 elements of traditional block-style characters.
Letters may serve as a document for events and decisions, introducing your skills and qualifications to future employers, providing important or specific information. You can have up to 15 elements in 5 areas, regardless of the type of letter you need to write.
Q2) What is the content of a Letter?
A2)
Content | Guidelines |
1. Return Address | This is your address where someone could send a reply. If your letter includes a letterhead with this information, either in the header (across the top of the page) or the footer (along the bottom of the page), you do not need to include it before the date. |
2. Date | The date should be placed at the top, right or left justified, five lines from the top of the page or letterhead logo. |
3. Reference (Re:) | Like a subject line in an e-mail, this is where you indicate what the letter is in reference to, the subject or purpose of the document. |
4. Delivery (Optional) | Sometimes you want to indicate on the letter itself how it was delivered. This can make it clear to a third party that the letter was delivered via a specific method, such as certified mail (a legal requirement for some types of documents). |
5. Recipient Note (Optional) | This is where you can indicate if the letter is personal or confidential. |
6. Salutation | A common salutation may be “Dear Mr. (full name).” But if you are unsure about titles (i.e., Mrs., Ms., Dr.), you may simply write the recipient’s name (e.g., “Dear Cameron Rai”) followed by a colon. A comma after the salutation is correct for personal letters, but a colon should be used in business. The salutation “To whom it may concern” is appropriate for letters of recommendation or other letters that are intended to be read by any and all individuals. If this is not the case with your letter, but you are unsure of how to address your recipient, make every effort to find out to whom the letter should be specifically addressed. For many, there is no sweeter sound than that of their name, and to spell it incorrectly runs the risk of alienating the reader before your letter has even been read. Avoid the use of impersonal salutations like “Dear Prospective Customer,” as the lack of personalization can alienate a future client. |
7. Introduction | This is your opening paragraph, and may include an attention statement, a reference to the purpose of the document, or an introduction of the person or topic depending on the type of letter. An emphatic opening involves using the most significant or important element of the letter in the introduction. Readers tend to pay attention to openings, and it makes sense to outline the expectations for the reader up front. Just as you would preview your topic in a speech, the clear opening in your introductions establishes context and facilitates comprehension. |
8. Body | If you have a list of points, a series of facts, or a number of questions, they belong in the body of your letter. You may choose organizational devices to draw attention, such as a bullet list, or simply number them. Readers may skip over information in the body of your letter, so make sure you emphasize the key points clearly. This is your core content, where you can outline and support several key points. Brevity is important, but so is clear support for main point(s). Specific, meaningful information needs to be clear, concise, and accurate. |
9. Conclusion | An emphatic closing mirrors your introduction with the added element of tying the main points together, clearly demonstrating their relationship. The conclusion can serve to remind the reader, but should not introduce new information. A clear summary sentence will strengthen your writing and enhance your effectiveness. If your letter requests or implies action, the conclusion needs to make clear what you expect to happen. It is usually courteous to conclude by thanking the recipient for his or her attention, and to invite them to contact you if you can be of help or if they have questions. This paragraph reiterates the main points and their relationship to each other, reinforcing the main point or purpose. |
10. Close | “Sincerely” or “Cordially” are standard business closing statements. (“Love,” “Yours Truly,” and “BFF” are closing statements suitable for personal correspondence, but not for business.) Closing statements are normally placed one or two lines under the conclusion and include a hanging comma, as in Sincerely, |
11. Signature | Five lines after the close, you should type your name (required) and, on the line below it, your title (optional). |
12. Preparation Line | If the letter was prepared, or word-processed, by someone other than the signatory (you), then inclusion of initials is common, as in MJD or abc. |
13. Enclosures/Attachments | Just like an e-mail with an attachment, the letter sometimes has additional documents that are delivered with it. This line indicates what the reader can look for in terms of documents included with the letter, such as brochures, reports, or related business documents. |
14. Courtesy Copies or “CC” | The abbreviation “CC” once stood for carbon copies but now refers to courtesy copies. Just like a “CC” option in an e-mail, it indicates the relevant parties that will also receive a copy of the document. |
15. Logo/Contact Information | A formal business letter normally includes a logo or contact information for the organization in the header (top of page) or footer (bottom of page). |
Q3) What are the Strategies for Effective Letters?
A3) Remember that the letter has five main areas.
- A heading that establishes the sender. Often includes an address and date.
- Introducing to establish a purpose
- Body to clarify the message
- Conclusions may include phrases that paraphrase the point and encourage action
- Signature line that may contain contact information
Always keep in mind that the letters represent you and your company in your absence. To communicate effectively and project a positive image
- Be clear, concise, concrete, and respectful.
- Each word should contribute to your purpose.
- Each paragraph should focus on one idea.
- Part of the letter should form a complete message.
- The letter should be correct.
Q4) Give a specimen of business letter.
A4)
Q5) Define Presentation.
A5) Formal presentations of information can be divided into two major categories: presentation skills and personal presentations.
These two aspects are interwoven and can be described as the preparation, presentation, and practice of linguistic and nonverbal communication.
This article describes what presentations are and defines some important terms related to presentation skills.
Many people are frightened when asked to give their first public talk. Some of these early fears can be mitigated by proper preparation to lay the foundation for an effective presentation.
Presentations are a means of communication that can be adapted to a variety of conversational situations, such as conversations with groups, speeches at meetings, and explanations to teams.
Presentations can also be used as a broad term that includes other "speech engagements," such as wedding speeches and earning points at video conferencing.
To be effective, you need to carefully consider the methods and means of providing step-by-step preparation and information.
Presentations need to convey a message to listeners, often with "convincing" elements. For example, you might talk about the positive work of your organization, what you can offer your employer, and why you need to receive additional funding for your project.
An important element of the presentation
Making a presentation is a way to convey your thoughts and ideas to your audience, and many of our articles on communication are also relevant here. See What is communication? For many.
Q6) What are the key components of Presentation?
A6) Consider the following key components of your presentation:
- Environment
To fully understand the context of your presentation, ask yourself the following questions:
When and where do you give your presentation?
There is a world of difference between a small room with natural light and a casual atmosphere and a huge lecture room illuminated by stage lights. The two require completely different presentations and different techniques.
Is it in a setting you are familiar with, or is it somewhere new?
If you're in a new location, it's worth visiting in advance, or at least arriving early to get used to the room.
Is the presentation in a formal or informal setting?
Work settings are more or less formal by definition, but there are also varying degrees of formalness.
Are you already familiar with the audience?
With a new audience, you need to build trust quickly and effectively to get them on your side.
What equipment and technologies are available and what are you expected to use?
In particular, you need to ask about Mike and whether he is expected to stand in one place or move around.
What are you and your audience expecting to learn from your presentation?
Find out how you are "billed" to give you clues about the information you need to include in your presentation.
All these aspects change the presentation.
2. Presenter
The role of the presenter is to communicate with the audience and control the presentation.
However, keep in mind that this may also include passing control to your audience, especially if you need some interaction.
For more information, please visit our Facilitation Skills page.
3. Audience
The audience receives the presenter's message.
However, this reception is filtered and influenced by the listener's own experience, knowledge, personal values and more.
4. Message
One or more messages are delivered to the audience by the presenter.
Messages can be enhanced not only by spoken language (verbal communication), but also by techniques such as voice projection, body language, gestures, eye contact (nonverbal communication), and visual aids.
The message is also influenced by the expectations of the audience. For example, if you are asked to speak on one particular topic and choose to speak on another topic, your audience may carry your message on board, even if you give a very good presentation. It is low. They determine that your presentation has failed because you are not meeting their expectations.
5. Reaction
The reaction of the audience, and thus the success of the presentation, depends largely on whether you, as a presenter, delivered the message effectively, and whether it lived up to their expectations.
As a presenter, you do not control the expectations of your audience. All you can do is find out what they have said about you from the conference organizers and what they expect. Only if you know it can you be confident in providing something that meets your expectations.
6. Method
How will the presentation be delivered?
Presentations are usually delivered directly to the audience. However, it may be delivered from a remote location over the Internet using a video conferencing system such as Skype.
It's also important to remember that if your story is recorded and posted on the internet, people may have access to it for several years. This means that simultaneous references should be minimized.
7. Hindrance
Many factors can affect the effectiveness of how a message is communicated to an audience.
For example, background noise and other distractions, overly warm or cool rooms, time zones and the state of attention of the audience can all affect the level of concentration of the audience.
As a presenter, you must be prepared to address such issues and strive to keep your audience focused on your message.
Q7) Write a letter to show how to Invite Quotations.
A7) [Supplier’s Address]
[Date]
To [Sales Manager or Business Owner – Name]
Invitation to Quote
Dear Sirs,
[Your Business Name] are in the process of [renewing / developing] the following contract;
(CONTRACT NAME)
We would be grateful if you could provide a quotation for the services as detailed in the specification below.
Please return any quotation by email to [Name, Job Title, email address] by [date and time].
The award of this contract to the successful supplier will be based on the specification criteria being met and we will seek best value, however, best value may not be lowest price.
The winning bidder will be contacted by telephone no later than the [date and time] by myself.
Should you have any queries or questions please do not hesitate to contact me on [phone number]. We look forward to hearing from you and thank you in advance for your quotation.
Yours faithfully
[Your Name]
[Job Title]
Q8) Write a letter to inquire about printing a book.
A8)
Mr. M. Sathish, 14, Anna Chipra
Chennai-627 117.
25th April 2020
M/S Commercial Arts & Crafts, 69, South Car Street,
Siva kasi – 626 123
Sir,
I wish to publish a book on “Business Communication” for B.Com., students of our University I shall supply D/D 11.7 RPM paper for the printing of 500 copies. The number of pages to be printed in 1 x 8 D/D size will be approximately 160. I request you send a quotation for the printing and binding charge for the above book. I shall also be thankful to you if you complete the printing and binding within fifteen days of supply of computer typesetting matter. I expect your earlier reply.
Yours sincerely,
Sai Nath
Q9) Write the reply to the above letter for printing a book.
A9)
Commercial Arts & Crafts 9, South car street, Sivakasi – 626 123
29.03.2020
Mr. M. Sathish 14, Anna Chipra,
Chennai-627 117.
Sir,
We thank you for your enquiry dated 25th march 2020 for printing of Business
Communication Book. We have pleasure to send you the following quotation.
Number of copies to be printed 500
Number of pages 160
Size : 1 x 8 D/D
Printing (Color) : In Black Ink
Plate making : Rs.150/- per plate (8pages)
Printing charges : Rs.150/- per plate
Binding Charges : Re 1 per book
Wrapper : J.K. Board – single color Rs.900/-
Double Color : Rs.1200/-
Delivery : Ten days of supply of materials
Remarks : Payment should be made on presentation of our bill
We trust that our quotation will be found acceptable to you and if so please confirm.
We look forward to receive your valuable order.
Yours faithfully,
For Commercial Arts & Crafts
Q10) Write a letter to order a book.
A10)
Students book stores
5, Bus Stand,
Tirunelveli – 627 001.
30th June 2020.
M/S. Chand & Co., Ram Nagar,
New Delhi – 110 005.
Dear Sir,
We request you to supply the following books:
1. Advanced Accountancy – M.C. Shukhla 100 copies
2. Mercantile Law – M.C. Shukla 50 copies
3. Principles of Company Law – B.N. Tandon 50 copies
4. Cost Accounting – R.S.N. Pillai 100 copies Marketing - R.S.N. Pillai 100 copies
We request you to allow us usual discount and dispatch by passenger train so as to reach us not later than15th April 2020.
We trust you will give this order your prompt attention.
Yours faithfully, For Students Book Stores.
Q11) Draw the specimen of Tender Letter.
A11) The Owners’ Corporation of XYZ Building
Date:
To: Tenderer
Tendering Result (For successful tenderer)
I refer to the tender submitted by your company for [description of the goods / services* required]. I am pleased to inform you that the Owners’ Corporation has, after prudent consideration of your tender, decided to award the contract to your company. Please contact
[Name / post] of the Owners’ Corporation at to discuss the subsequent arrangements.
Stamp and Signature: Name:
Chairman of
Management Committee of the Owner’s Corporation
Q12) Write a letter to launch about new product.
A12)
From: k. Gayathri
Beauty Herbals Limited 10, General Market Mumbai.
To:
Gracemel Kim General Manager, PPKK Beauty Clinic, Delhi.
16th March, 2020.
Dear Madam,
We are introducing our new product with great pride and pleasure ‘Fair and Beauty Lotion’ to you.
It is one of the best beauties making products available in the market today. It is famous product in many oversees market. We are providing this to you at very low cost. Our claims are only based on different feed backs received from various clients and not based on self- judgment.
We humbly request you to try this item in your centres and we assure you that you would be in a great pleasure with the results. Our Senior Sales men would be ready to keep in touch with you to describe you more about our product.
Thanking You,
Sincerely,
Mariya John Vice President – Sales
Q13) Write a specimen letter for Claim & Adjustment.
A13)
Dear Sir,
On March 1, we ordered and subsequently received one case of handsaws, model 88b. We paid for the order with our cheque no. 7293, a photocopy of which is enclosed.
When we decided to order these saws instead of model 78b, it was at the urging of your sales representative, Mr. Ali Naeem. He assured us that the new saws w ere more durable and efficient than the older model
However, we have now had the saws on our selling floor for three weeks, and already six have been returned with broken teeth by extremely dissatisfied customers.
We are therefore returning the entire order of 88b saws and would like to be refunded for their full purchase price plus shipping expenses.
Yours truly,
Q14) Write adjustment letter for torn umbrella.
A14)
Dear Mr. Ali,
Your new lawn umbrella is being shipped prepaid today. It should arrive in a few days. Thank you for returning the torn one. Because a mended umbrella might not be water resistant, we are sending you a new one, so that you can keep your new lawn table protected. You will notice that the new umbrella is made of tiny located nylon, which has proved superior to the polyester and cotton one you bought last year.
When you need lawn furniture and accessories, you will find everything from small tables to foundations in our latest catalogue. You can reply on our guarantee of high quality and "satisfaction or your money back."
Yours sincerely
Q15) What is the structure of social correspondence?
A15) The following consist the structure of social correspondence:
Dear Rakesh
Mr. R. Chandra, who is an applicant for the post of Chief Sales Executive in your company, has been with us for the last seven years. He joined the company as a Trainee and as a result of his hard and sincere work rose to the position of Network Engineer within 3 years.
During this period, he gained a lot of experience in sales promotion. His amiable disposition and inimitable style of presentation of products won for us many new customers. His record of securing orders has been the best in the company for the last four years. We would indeed be sorry to lose him.
With the opportunities available in your organization, he would, I am sure, reach new heights and prove to be a valuable asset.
With regards,
Yours sincerely
P.K. Sood
Today, there are many options for communication. You can use text messages, emails and social media. You can also look at each other and make eye contact while communicating via Skype or other video conferencing type services, but this may not be a shy camera.
Still, there is a desire to receive old-fashioned "snail" emails, even though usage continues to decline. Written communication has evolved, but the skills to socially interact with others have not been lost.
The ease of use of e-mail can be the main reason for the lack of text in emails. Using email, text, and social media has many benefits, including the immediacy and ability to share links and photos. Email provides the ability to track conversations and communications, review previous letters and posts, avoid repetition, and increase responsiveness and dialogue with the sender. Some people are more accustomed to direct or telephone verbal communication than written messages. How, when and why you choose communication is a matter of personal needs and preferences.
However, paper letters have the obvious advantage of keeping a concrete record of family and friendship ties that are likely to be revisited in the future. The letter will probably serve as a special treasure for those who are doing genealogical studies, telling stories for future generations. Letters sent by hand or by mail are gifts from the sender to the recipient.
Q16) Describe in short, the information that must be included in a quotation letter.
A16) A quotation letter is a reply/response to any inquiry letter. It plays important role in business. There are two types of quotation letters one is asking/inviting letter and second is sending the letter. While drafting any quotation letter one must consider the following points:
- One must reply any quotation letter without delay.
- Quote the Prices of specifically required goods
- To specify the Mode of payment
- Mode of transportation
- Clearly mention all Terms and conditions
- If there are any Offers, discounts, do mention them
- And last but not least mention all the taxes too.
Q17) Write the importance of ‘You’ attitude in a business letter.
A17) You-attitude is a style of writing that places the writer in the position of the reader, allowing a clear view of the situation from the reader’s perspective. The writer then communicates in a manner sensitive to the reader’s needs. It is a writing style that emphasizes readers rather than the writer. To write a business letter writer should considerate the reader’s desires, problems, circumstances, emotions, and probable reactions. The written form of any Business letter must be ‘you viewpoint’ instead of ‘I or we viewpoint’ which emphasize the reader’s interest and help to win the reader’s mind and attention.
Q18) What is the email writing etiquette?
A18) The basic principles of writing an e-mail are as following:
- The tone of your email should always be professional.
- Always use proper salutations in your email.
- Fill in the subject line with the topic of your email.
- No more than two attachments, and provide a logical name.
- Send or copy others only on a need to know basis.
- Beware of the “reply all.”
- Keep it short and get to the point
- Know your audience
- Always include a signature
- Your e-mail is a reflection of you
- Respond in a timely fashion
- It is unprofessional to send emails with spelling errors, punctuation errors and other types of grammatical or technical mistakes. Such errors make it appear as though you do not possess adequate writing skills. Use the spell check feature of your email program to correct misspelled words, and always proofread your composition before hitting the “Send” button.
Q19) Why planning is necessary before writing a business letter?
A19) The Business Letter will be the first impression that you make on someone, therefore, a business letter should be very concise and to the point. Each letter in the business writes to meet certain or different objectives It should be specific and accurate. When a letter is well planned there are fewer chances of anything going wrong. During planning the business, the writer must have a clear idea of what and how to write and the irrelevant point must not be mentioned.
Q20) Write a letter and place an order for the following items with the classic Furniture, New Delhi:
Office chairs 300
Wooden tables 200
Steel almirahs 50
A20) PLACING THE ORDER (Semi/ Indented Block Layout)
TRIVENI ELECTRONICS LTD.
INDORE, M.P.
22 Dec, 2015
The Classic Furniture,
New Delhi.
Attention line- Mr. M.N. Shukla (Sales Manager)
Subject: Placing the order.
Dear Sir
Thank you for your letter no DC/193/2015 on dated……
We are pleased to place an order for the following items on the terms and conditions agreed upon. Please send the items and include all the texts in your bill:
- Item Description Quantity
- Office chairs 300
- Wooden tables 200
- Steel almirahs 50
Please send the items within 20 days of placing the order by road transport. We shall make the payment by crossed cheque as desired by you soon after the arrival and inspection of the items.
Yours Faithfully
R.N. Sharma
Purchase Office
Encl:
- Detail list of the items
- Copy of terms & conditions
Q21) What are the basic elements of any business letter?
A21) LAY OUTS OF BUSINESS LETTERS
- Heading- It contents complete details of writer’s/ buyer’s organization like full name of the organization in all letter’s capitals, complete postal address along with pin code no. & contact no., e- mail id and websites
- Date- Put the date on which the letter was written in the format Month Day Year i.e., August 30, 2003. Skip a line between the date and the inside address (some people skip 3 or 4 lines after the date).
- Reference no.- it is the combination of both numbers and digits. It is used to identified the department, its section or a particular file name from where the letter is sent.
- Inside address- The address of the person you are writing to along with the name of the recipient, their title and company name, if you are not sure who the letter should be addressed to either leave it blank, but try to put in a title, i.e., “Director of Human Resources”. Skip a line between the date and the salutation.
- Attention line- addressing to a firm or company is marked by the name of the person or designation or department. It is like underlined.
- Subject – Subject line is the title of the letter. Makes it easier for the recipient to find out what the letter is about. Skip a line between the subject line and the body.
- Salutation – Dear Ms./Mrs./Mr. Last Name:, Dear Director of Department Name: or To Whom It May Concern: if recipient’s name is unknown. Note that there is a colon after the salutation. Skip a line between the salutation and the subject line or body.
- Main body- The body is where you write the content of the letter; the paragraphs should be single spaced with a skipped line between each paragraph. Skip a line between the end of the body and the closing.
- Complimentary close- Lets the reader know that you are finished with your letter; usually ends with Sincerely, Sincerely yours, Thank you, and so on. Note that there is a comma after the end of the closing and only the first word in the closing is capitalized. Skip 3-4 lines between the closing and the printed name, so that there is room for the signature.
- Signature- Your signature will go in this section, usually signed in black or blue ink with a pen. The printed version of your name, and if desired you can put your title or position on the line underneath it. Skip a line between the printed name and the enclosure.
- Enclosures- If letter contains other document other than the letter itself your letter will include the word “Enclosure.” If there is more than one you would type, “Enclosures (#)” with the # being the number of other documents enclosed that doesn’t include the letter itself.
- Identification marks: - If someone other than yourself typed the letter you will include your initials in capital letters followed by the typist’s initials in lower case in the following format; AG/gs or AG:gs
Q22) What are the essential features of a good/ effective business letter?
A22) The most important element of writing a good letter is your ability to identify and write to your audience. If you are addressing your letter to the department of human resources, avoid using highly technical terms that only engineers would understand, even if your letter is addressed to an engineering company, chances are that the personnel in human resources do not have an engineering background.
The next element is that you make sure your present your objective in a clear and concise manner. Don’t be vague about your objective, most people will not have the patience to sit there and guess at the meaning of your letter or the time to read a long-winded letter, just get to the point without going into unnecessary details.
Another important element to remember is to remain professional. Even if you are writing a complaint letter, remain polite and courteous, simply state the problem(s) along with any other relevant information and be sure to avoid threats and slander.
- Study of reader’s mind
- You attitude
- Planning of the letter
- Brevity
- Accuracy
- Polite language
- Courtesy
- Clarity
- Completeness
- Reader orientation
- Avoid use of jargons
