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IMT-N-I-2014

Business Communication I

Session IXAugust 19th & 20th, 2014

Reading makes a full man,

Speaking, a ready man;

And Writing, an exact man.

Text References:

1. Chapter 22, Business Letters, Communication Skills, Sanjay Kr- Pushp Lata,

OUP 2011 pp 478-498

2. The Ten Principles of Good Business Writing, John Clayton, HMCL, Sep 2000

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Learning Objectives

Business Letters

Contemporary significance

Parts of a Standard Business Letter

Composition of Business Letter

Good News- Persuasive messages

Routine- Neutral Messages

Bad News messages

Writing Effective Business Letters

Writing Emails

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Business Letters

Contemporary Significance

Printed Conversations

Provides sincere thoughts because few people take time to write

Legal Records

Responsibility for commitments made

Legacy Instruments

Documents/Archives become public records

Modern Business Tool

Ubiquitous: can handle different types of issues/data

Cheap: compared to telephone

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Parts of a Business Letter

Part Essential Optional

Letterhead return address Essential

Filing reference Optional

Date Essential

Inside address Essential

Subject EssentialAttention line Optional

Salutation Essential

Body of the letter Essential

Complimentary close Essential

Signature Essential

Final notations- Reference initials Optional

Post script Optional

Enclosures Optional

Copy notation Optional

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Types of Business Letters

Genre Examples

Good News Messages Appointment letters Invitation letters

Confirmation letters Acceptance letters

Persuasive Messages Sales letters Requesting Favor

Appreciation Letters Thank You letters

Routine -Neutral

Messages

Enquiry letters Collection letters

Adjustment letters Acknowledgement letters

Bad News Messages Complaint letters Refusal letters

Condolence messages Separation letters

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Select an Outline for Messages

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Writing Effective Business Letters

Words, Sentences & Paragraphs Use simple words & Write short sentences

Limit a paragraph to one major idea

Restrict letter to three main points

Show that you care about readers Emphasize you more than I

Show a warm friendly tone Focus on people as well as on things

Include feelings with facts

Use Non Discriminatory Language Use Gender Neutral Words

For pronouns- He/ His write She/ Her

Replace words depicting Masculine pronouns Chairman- Chairperson

Cameraman- Camera operator

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Focus on Receivers View Point

Me Attitude You Attitude

I want to

congratulate you

on your award.

Congratulations! You are the

Employee of the Year.

I am interested in

ordering . . .

Please send . . .

(You is the understood

subject.)

I give you

permission to take

an extra day of

vacation.

You earned an extra day of

vacation because of your

performance.

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Standard Letter Formats

Block Style All parts have left alignment

Open punctuation used, but optional

Modified Block Style

Block style + Indents used

Return address (without letterhead), Date & Signature block center aligned

All other parts are left aligned

AMS Simplified Style

Subject line is a heading

Salutation & complimentary close omitted

Used to write sales/ introductory letters

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Writing E-mails

Most common form of formal written communication

Write strong subject line- brief information & timeline

Touch one subject at a time

Edit, shorten & spell check formal mails

E mails should never need to be scroll read

Add the addressee's id at last only; check on unfinished mails

Official mail ids should must get attended once in 24 hrs

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E-Mail Etiquettes: Dont Push That Send Button

Use e-mail only when it is the most efficient channel

Never substitute e-mail for face to face meeting

Remember the hierarchy: meeting- call- email

Never print your e-mail

Send nothing over e-mail that must be error free Never delete names from your address book

Never forward chain e-mail

Never send e-mail when you are furious or exhausted

Dont pass on rumor about real people /companies over email

Organization owns email; emails are hack-able

Nick Morgan, Harvard Management Communication Letter, August 2002