business communication -unit2

8/3/2019 Business Communication -Unit2

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Business communication Unit -II

Prepared by T.S.Kumar B.Sc., M.B.A., M.Phil, PGDJMC, Assst.Professor in Business Administration .

Business letters - Structure of a letter - Qualities of a good business letter - Business

enquiries - Offer and Quotations - Orders - Execution of orders - Cancellation of orders -

Letters of Complaints - Collection letters.

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Business letter Definition:

Business letters are formal letters used for business-to-business, business-to-client, or client-to-business correspondence. There are a number of elements to a business letter.

A business letter is a letter written in formal language, usually used when writing from one business

organization to another, or for correspondence between such organizations and their customers, clients

and other external parties. The overall style of letter will depend on the relationship between the

parties concerned

PURPOSE OF A BUSINESS LETTER

The purpose for business writings is to inform readers of information you want to get across or

possibly persuade the readers to do something.

THE 7 C 's OF BUSINESS WRITING

Most problems with business letters are they are either hard to understand or very long and

drawn out. One solution that many writers use to correct this problem is to double check thewriting to make sure it follows the seven C's of business writing. The seven C's are:

y Clear

y Concisey Correct

y Courteousy Conversational

y Convincingy Complete

If you as a writer are able to effectively do all or part of these seven guidelines, then your paperwill be on its way to being a good business letter.


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STRUCTURING LETTERS

Not all social and business letters feature the exact conventional structured format asoutlined below. A social letter, for example, would likely not includean address heading, an inside address or a subject line. An informal business letter

may not include a subject line, a postscript or a notation.A letter written in good taste strikes a balance between the conventional format and thewriters own personal style. While it is convenient for the reader to read a letterstructured in the conventional format, as outlined below, slight adaptations areaccepted.

1. Address HeadingThis is the writers full address. Business letters usually have preprinted,letterhead stationary which contains this information. An address heading isoptional for informal letters.

2. DateT

his is the month, day and year that the letter is written on.

3. InsideAddressThe recipients full name and address. Generally, informal letters do not includean inside address.*Note: Refer toAddressing Persons ofTitle when writing letters to these people.

4. AttentionWith formal letters, the "Attention: [full name of recipient]" is placed two spacesbelow the inside address.

5. Greeting

Also known as the salutation, this is the introductory phrase, Dear [name ofrecipient]. Either a comma or a colon can be used at the end of this phrase.Today, a comma is more extensively used, with the exception of the use of a titleonly, not a proper name. (i.e. Dear Member:). In this case, the use of a colonwould be more appropriate.*Note: Refer toAddressing Persons ofTitle when writing letters to these people.

6. Subject lineA word or phrase to indicate the main subject of the letter, which is preceded bythe word Subject: or Re: (Latin for matter). Subject lines may beemphasized by underlining, using bold font, or all capital letters. They can be

alternatively located directly after the "inside address," before the "greeting."Informal or social letters rarely include a subject line.

7. BodyThe complete text of the letter; the subject matter content.

8. ClosingThis is the farewell phrase or word that precedes the signature and is followed bya comma. Closing should reflect a type of farewell or goodbye as writer signs off.


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Examples: Yours truly, Sincerely yours, Regards, etc.*Note:"Thank you," is not considered an appropriate closing for a formal or business letter.

9. SignatureThe signed name of the writer. Formal or business letters include the full nameof the writer printed below the signed name and most often include the writerstitle and/or professional designations.

10.PostscriptIs a brief sentence or paragraph introduced by the initials, P.S. (post scriptus) -Latin for after having been written. It implies that the writer, having completed

and signed the letter, had an after-thought. Although this is still commonly usedin informal letters, it is not widely accepted for use in formal or business letters.

11.NotationPart of a formal or business letter consisting of brief words or abbreviations asnotations.

Examples:

R.S.V.P. (Rpondezsilvous plat) - French for Please reply.The use of this notation indicates that the writer expects the recipient to contactthe writer with a yes or no response to the invitation extended in the body ofthe letter. Often a corresponding address and/or phone number is printeddirectly below this notation.

cc: (carbon copy) - These initials are followed by a name or column of names,indicating those people to whom a copy of the letter is being sent to. (One-sided

inked carbon paper slipped between two pieces of paper was once the methodused for duplicating copies of correspondence, hence use of the word "carbon" inthis notation).

encl. (enclosure) - Indicates that something else accompanying the letter isenclosed.

PL/rm (initials ofpersons) - Indicates that a person typed or even composed aletter on behalf of someone else. The capitalized initials are those of the senderof the letter (Paul Lazarman). The lower-case initials are those of the person whotyped or composed the letter (Rachel McDonald) on behalf of the sender. The

most common use for this notation is for situations where an administrativeassistant composed and/or typed the final version of a letter that was dictatedby his/her boss.


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QUALITIES OF A GOOD BUSINESS LETTER

1. Clearness

It means that your letter is clear and easy to understand. Therefore, you should

always do as follows:

(1) Include illustrations, examples or visual aids to convey your information.

(2) Use simple, plain language and avoid business jargons.

2. Conciseness.

Conciseness is considered the most important principle in business letterwriting as we now live in a world where time is money. Nobody will spend more time writing orreading a letter if your letter is a wordy one, it can only find its way to the waste-paper basket.

So, to achieve conciseness, you should:

(1) Avoid wordy statement and fancy language.

(2) Use short sentence instead of long ones.

(3) Paragraph your message carefully.

3. Consideration:

Consideration means thoughtfulness. So you should always put yourself in

your readers place, which is what people now emphasize, i.e. YOU attitude. In your letter,you should always keep in mind the receiver we are writing to, understanding his or her

problems and take the positive approach.

4. Courtesy

Courtesy here means the polite expression or kind action. A letter with kind

intention and polite expression will help to enhance the business partnership and make newfriends. To be courteous, you should take the following steps:

(1) Always give punctual reply.

(2) Be sincerely tactful and appreciative.

(3) Be modest but not humble in wording.


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5. Concreteness

To be concrete means the letter should be presented to receiver in a specific, definite way ratherthan in a general way.

(1) Give specific figures and

(2) Use vivid and exact words

COMMON TYPES OF BUSINESS LETTERS

There are many different types of business letters that a person can write to achieve differentthings. The key to writing a letter that will achieve what you want is to know what type of letter

you are writing. The different types of letters are: acknowledgement, adjustment, complaint,inquiry, order, and response letter.

Acknowledgement letter = This letter is meant to thank the reader for something they did for youin the office.It could simply be saying thanks for receiving something the reader sent or maybe thanking them

for their help with something. This type of letter is not required in a business environment, but itis appreciated.

Adjustment Letter = This letter should be used in response to a written complaint against

someone orsomething. The purpose of it is to inform the reader that actions are being taken against the

wrong doing as well as it serves as a legal document acknowledging the complaint.

Complaint Letter = The complaint letter is much like the adjustment letter except no wrongdoing as taken

place. Instead, this letter is just to let the reader know that an error as been found and needs to becorrected as soon as possible. Once again, this letter is a legal document letting the reader know

that something is being done to correct the problem.

Inquiry Letter = An inquiry letter is written as a request for a certain something or in response toa request made by someone. The object of the inquiry letter is to get the object or material

requested in the letter.

Order Letter = Order letters are exactly as they sound, they are used to order material that isrunning low and will be needed soon. This type of letter is commonly known as a PO (purchase

order). This letter is also a legal document showing a transaction between a business and avendor.

Response Letter = A response letter is also exactly how it sounds. It is a letter written in response

to another letter received by someone. The objective of this type of letter is to fulfill the requestmade by the person you are writing this letter to.


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business communication -unit2

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