topic 5 - business letter

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BUSINESS COMMUNICATION

MGT 269

TOPIC 5

BUSINESS LETTERS AND MEMO

LETTERS & MEMORANDA 2

Business Letters & Memoranda

1. Micro Skills of Business Correspondence

Essential Qualities

Format

Principle Parts

2. Types of letters

Letters Of Request

Reply to Letters of Request

Letters of Complaint

Reply to Letters of Complaint

Memorandum

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Essential Qualities

1. Writing accurately and correctly

Check spelling, punctuation, grammar

Accurate facts & figures

Create impression

2. Writing briefly /concisely

Short word, sentences, paragraphs but complete and courteous

Instead of e.g. “I would like to tell you that I am interested to sell the Echo Signature Collection in my boutique when I read about it in your article in the NST.”

Write, “ As soon as I saw your article in the NST, I know that “Echo Signature Collection” is the product that I want to sell.


Essential Qualities

3. Writing ClearlyUse easy words

Well organized sentences & paragraphs

4. Writing courteously Build goodwill “please; thank you;

appreciate, grateful etc.”

5. Write consistently Single idea

No contradiction

Avoid interchanging Shall and should

Can and could

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Essential Qualities

6. Use “You-Attitude” Sentences

Audience-centered approach

Writing in favor of readers wishes interest, hopes preferences

Substitute I, me, mine with you, yours and ours

E.g. instead of “you must correct all five copies before noon”

Used “All five copies need to be corrected by noon”

You AttitudeIs a style of writing that

Look at things at the reader‟s point of view

Respect the reader‟s intelligence

Protects the reader‟s ego

Emphasizes what the reader wants to know

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Lacks You Attitude You Attitude

I have negotiated an agreement with Ahmad Car Rental that gives you a discount on rental cars

We are happy to extend you a credit line of RM5,000

As a student, you can now get a 20% discount when you rent a car from Ahmad Car Rental

You can now charge up to RM5,000 on your credit card

Examples


Format & Principle Parts

1. Complete Block Format

2. Semi-Block Format

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Complete Block Format

Commonly used today

Every parts of the letters starts from the left margin, except for the letterhead

Leave a line between each part of the letter, as well as in between the paragraph



Complete Block FormatLetterhead

(street address)

(Postcode,city, state,)

Contact Numbers

Your Ref: xxx/xxx/xxxx

Our Ref: xxx/xxx/xxxx

Date

Addressee notation

Inside Address (name and title)

Inside Address (company)

Inside Address (street)

Inside Address (Post-code, city, state)

Salutation:

Subject Line

Body (paragraph 1) xxxxxx xxxxx xxxxx xxxxx xxxxx

xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx

xxxxx xxxxx xxxxx xxxxx

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Complete Block Format cont..Body (paragraph 2) xxxxx xxxxx xxxxx xxxxx xxxxx

xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx

xxxxx

Body (paragraph 3)xxxxxx xxxxx xxxxx xxxxx xxxxx

xxxx xxxxx xxxxx xxxxx xxxxx xxxxx

Body (paragraph 4) xxxxx xxxxx xxxxx xxxxx xxxxx



Complimentary Closure

Signature Block (name, title)

Reference Initials

Enclosure Notation

Copy Notation

Principal Parts of Letter

Letterhead

Full address of the company

Name of the company must be written in BOLD, BLOCK LETTER

Example;

PERUNDING IKATAN

Jalan PJS 12/10

Bandar Sunway

46200 Petaling Jaya

Selangor Darul Ehsan

Malaysia

Telephone : 603-55617834


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Sender‟s Address (optional)

– if write by individual

The reference – for filling purposes

Date – logical order

Receiver‟s address (inside address)

Write the name of person, designation, company address

Example :

Haji Ellias Bin saidin

Director

Esrafa Enterprise

No 2, Jalan Ayer Hitam

40000 Shah Alam

SelangorLETTERS &

MEMORANDA 13

Attention Line

Optional – to speed up the delivery process

The name should be preceded by a courtesy title (Encik/Puan)

Example :

Attention : En Kamal Bin Hussin

Salutation

The greeting of the letter agrees with the inside address

Example :

The Sales Manager – Dear sir

Puan Rogayah Ahmad – Dear Madam @ Dear Puan Rogayah


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Subject Line

Indicates the subject matter of a letter

It may be underlined

The Body

Cover all the essential points

Complimentary closure, Signature, Name and Designation

Should match the salutation in formality

Example:

Dear Sir/Madam – Yours faithfully

Dear Mr Ng /Pn Aini – Yours sincerely

Full name and designation must be written in two separate lines below the signature

LETTERS & MEMORANDA

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Enclosures

When any documents are includes in the envelope with the letter, an enclosure notation is written below the designation

The number of enclosures may be stated

Example:

Enclosure or Encl (3)

Carbon Copy Notation

The CC is used when the letter is also sent to other recepients

Example:

CC En Ghazali daud

CC En Taufik Ismail

Sales Manager


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Semi Block Format

The date, signature and address heading (if not on preprinted letterhead stationary) are at the right side of the page

All other section are on the left margin



Semi-Block Format

Letterhead

(street address)

(Postcode,city, state)

Contact Numbers

Date: xxxxxxxx

Your Ref: xxx/xxx/xxxx Our Ref: xxx/xxx/xxxx

Inside Address (name and title)

Inside Address (company)

Inside Address (street)

Inside Address (Post-code, city, state)

Addressee notation

Salutation:

Subject Line

Body (paragraph 1) xxxxxx xxxxx xxxxx xxxxx xxxxx

xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx


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Semi-Block FormatBody (paragraph 2) xxxxx xxxxx xxxxx xxxxx xxxxx


xxxxx

Body (paragraph 3)xxxxxx xxxxx xxxxx xxxxx xxxxx

xxxx xxxxx xxxxx xxxxx xxxxx xxxxx

Body (paragraph 4) xxxxx xxxxx xxxxx xxxxx xxxxx



Complimentary Closure

Signature Block (name, title)

Reference Initials

Enclosure Notation

Copy Notation

LETTERS & MEMORANDA

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Punctuation Styles1. Open punctuation

No punctuation marks used for letterhead, reference, date, receiver‟s address, salutation and complimentary closure

E.g “. , ; :” from letterhead to

inside address and complementary

closure

E.g :

The Personnel Manager

Alam Sekitar Sdn Bhd

20, Jalan Murni

42700 Petaling Jaya

Selangor

Dear Sir

For assignment used open punctuation

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Punctuation Styles

2. Closed punctuation

Punctuation mark are placed at the end of every line of the letterhead, inside address, the salutation and complementary closure

E.g :

The Personnel Manager,

Alam Sekitar Sdn Bhd.

20, Jalan Murni,

42700 Petaling Jaya,

Selangor.

Dear Sir,


Types Of Letter

Letter of request / enquiry

Reply letter of request

Order Letter

Reply order letter

Accepting the order

Declining the order

Counter offer

Letter of complaint

Reply letter of complaint

Letter granting the claim

Letter rejecting the claim

Letter offering a compromiseLETTERS &

MEMORANDA 22

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1. Purpose is to seek for

General information

Goods, price list, catalogues,

Samples, concession, and etc.

2. Types

1. Solicited request

With reference to an advertisement

To mention the reference

2. Unsolicited request

Writer takes initiative to ask for information without referring to any ads.

Letters of Request


Types of Letters

State your request at the beginning.

Explain and justify your request.

Courteously request action.

Letters of Request

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Possible Expression Used in Letters of Enquiry

Introductory for Solicited

We have seen your advertisement in …….and would be glad if you could send us particular of……

Please send information about … which you have advertised in…

We saw your product demonstrated at …earlier this year and would like to know whether….

Introductory for Unsolicited

We are distributors of… and are interested in adding to the range of products that we have

We would appreciate a sample of…

Could you please send us…

Possible Expression Used in Letters of Enquiry…cont

Main Section and Closing

When replying, please include delivery details

Please also state whether you can supply the goods from stock as we need them urgently

We hope to hear from you soon

We look forward to hearing from you soon / within the next few days

We hope that you will send us the catalogue as soon as possible

Your prompt reply would be appreciated

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Your Ref: AE 1223/06

Our Ref: AHC 2334/06

17 Aug 2008

Ahmad Electrical Sdn. Bhd.

44756 Megamall

Jalan Syed Putra Kuala Lumpur

Dear En. Ahmad,

Small-Capacity Microwave Ovens

We are interested in ordering approximately 200 small-capacity

microwave ovens, which were advertised in the August issue of

Collegiate Magazine. Please include the following information:

-Electrical requirements

-A copy of the warranty

-Instructions for use

-Complete description of size and price of units you offer

-Shipping requirements

-Turnaround time for orders

If you have any questions or need additional information, please

contact Mariam Putih at (03) 6998-7633.

Yours sincerely,

Hayati Abdul

Student Services

486 Jalan Ampang, 68000 Kuala Lumpur

(03) 6998-7474 Fax: (03) 6998-7475 www.arrow.edu

Reply to Letter of Enquiry

An inquiry must be acknowledged promptly to establish goodwill (remember being courteous??) and that inquiry letters represent an opportunity to turn requests into orders.

There are two (2) categories:

Replies granting requests.

Involves sending customers the information requested

Replies refusing requests.

These letters say “NO” but yet retain the goodwill of the reader

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Reply to Letter of Enquiry

Main goal

Respond immediately

Encourage sale

Convey good impression of you and your organization


Types of Replies

Granting requests for Granting requests for information and action

Granting claims Granting claims and requests for adjustments

Providing recommendations Providing recommendations and references

Announcing good news

Sending goodwill

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Reply To Letter of Enquiry

Main idea

Courteous Courteous close

Explanation and relevant Explanation and relevant

details

Steps to Replying to Letter of Enquiry

1. Thank the customers for his letter / interest.

2. State whether the request can be fulfilled. If not, offer explanation

3. State whether information / materials requested for are enclosed or sent under separate post.

4. Offer additional information that is useful to reader or alternative sources of information if you are unable to help

5. Hope that everything is satisfactory and that you look forward to receiving an order.

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Possible Expression Used in Letters of Reply to Enquiry

Introductory

Thank you for your letter of October 5, 2007 in which you enquire about our product

We are pleased to learn from your letter of October 5, 2007 that you are interested in…

Thank you for your enquiry dated…regarding…

I was pleased to learn…that you are interested in our…

Concluding/Close

We look forward to receiving your order

We have the item in store and can deliver as soon as we receive your order

We should be pleased to send you any further information

Please let me know if you need any further details


Letter Refusing Request

Provide sufficient detail to make Provide sufficient detail to make reader accept the message

Imply the reader is better off

Explain company policy as Explain company policy as being logical

Offer no apology

Avoid personal assaults

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Your Ref: HM1223/08

Our Ref: NHT 2334/08

20 Jan 2008

Sri Hartamas Sdn. Bhd.

A-5-2, Suite Condo

Desa Sri Hartamas

54500 Kuala Lumpur

Dear Sir,

Instant Tea

Thank you for your interest in our range of instant tea.

For your information, the “Green” instant tea that you requested

are no longer in production. It has been replaced by a new type of

tea called “Natural Healing Tea”.

“Natural Healing Tea” will create goodness in your daily life. It can

be consumed anytime. Our product is available in all major retail

outlets nationwide. Feel free to read our attached catalogue.

Should you need further clarification, please do not hesitate to

contact the undersigned. Thank you again.

Yours faithfully,

Mohd Nizar YunusPublic Relation Department

Enc.

Unit 3, Bangsar Commercial Center, 59 100 Kuala Lumpur

(03) 6998-7474 Fax: (03) 6998-7475 www.nht.w.edu

Order Letters

Also known as purchase order or PO

The purpose : Give the vendor sufficient details on how to fulfilling an order


Should give sufficient details so that the person receiving the letter will be able to send the right goods immediately

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Order Letter

Refer to

advertisement

Refer to quotation received /

advertisement

Courteous Courteous close

Give details Give details regarding delivery, payment

Steps in Writing Order Letter

Open with suitable introduction

Place the order and include full details of goods such as quantity, brand, model, price and colour.

Give full details regarding delivery – when, how and where

Give details of payment –cash, cheque or credit

End with appropriate closing

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Reply To Order Letter

Three (3) categories

1. Letters accepting orders

Give details of delivery and payment

2. Declining orders

Give appropriate reasons

3. Suggest counter offer

Suggest other substitute goods discount, rebate, replacement etc.


Possible ExpressionsReference

In response to advertisement

We have seen you advertisement in …and shall be glad if you could supply us..

We are interested in…as advertised in…

In response to quotation

We thank you for your letter…

Thank you for your quotation..

We have received your quotation of…

Stating the order

We are interested in placing an order for the following items

Please send us…..(quantity) of…….(items)

Please supply the following items as quickly as possible and charge to our account:

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Possible Expressions…contGiving delivery

Please dispatch the goods to us by…(when and where)

Please send the goods to our warehouse at…(place) by railway express

Please send the above order by parcel post to reach us before…(date)

Giving detail of payment

Our usual method of payment is…(cheque, cash)

We will pay you cash on delivery

We will arrange for settlement by banker‟s transfer

Possible Expressions…cont

Closing

Prompt delivery would be appreciated as the goods are needed urgently

Please acknowledge receipt of this order and confirm that you will be able to deliver by…

We hope to receive your advice of deliver

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Declining the OrderWhen an order has been accepted but is unable to accept the order due to certain circumstances.

The letter should

Express regret at the inability to meet the buyer‟s need

Should explain why the supplier is unable to fulfill the order

May offer help by suggesting an alternative source

Should hope for the opportunity to serve the customer in future.



1. Written by unsatisfied customers

2. Should result in improvement

3. Assurance that it will not recur

4. Types of complaintRegarding

I. Goods

II. Delivery

III. Services

IV. Financial matters

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Acknowledged goods received, Acknowledged goods received, order etc.

Hope for corrective action & courteous close

Hope for corrective action & courteous close

Explain what went wrong

Explain what went wrong

Plan of a Letter of ComplaintAcknowledge the goods received and refer to the order

Regret that you have to complain

Make the complaint

Explain what is wrong

Ask the supplier to explain the fault

Inform the supplier of the inconvenience it is causing you

If necessary, make suggestions to put the matter right

Express hope for action

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Letters of Complaint1. Be courteous

2. Be factual not emotional

3. Use passive voice

4. Avoid direct accusation

5. Don‟t refer to feeling of anger

6. Don‟t use the word complain

7. Don‟t announce that you are writing a letter of complaint


Your ref: CB/123/08

Our ref: GC/234/08

4 August 2008

Customer Service

Data Life, Inc.

1993 Jalan Raja Muda

51000 Kampung Baru Kuala Lumpur

Dear Sir,

Negotiator Pro

On July 15, 2008, I purchased “Negotiator Pro” at Comp-Asia.

My hardware includes a System 7 Macintosh with 3.7 GB, 8 Mb

Ram, and a 300 MHz processor. Installation of “Negotiator Pro” went

fine, but when I boot the system, “Negotiator Pro” gives me an error

message that reads, “File Protected.”

I am unable to open the program, even though I’ve tried several

different ways. Because I was concerned that the problem might be

a virus, I’ve deleted the program from my hard drive.

I purchased the “Negotiator Pro” disk at Comp-Asia in Jalan Raja

Muda As you know, that store refers problems with opened software

back to the vendor. I’ve enclosed the disk and all paperwork,

including a copy of my credit card receipt.

4211 Tristam Boulevard, 50000 Jalan HS Lee, KL(03) 6715-0801 Fax: (03) 6715-0802 [email protected]

LETTER OF COMPLAINT

Gramercy consulting

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Could you please

(1) test and repair or replace the software, or

(2) refund RM79.95 to my Visa credit card number 4493

2283 3678 3369, expiration date 09/09. Please provide

me with any special instructions I may need.

Your software has helped me build my consulting business,

and I look forward to ordering from you in the future.

Yours faithfully,

IzzianiIZZANI MUSTAFFA

Solution Consultant

Could you please

(1) test and repair or replace the software, or

(2) refund RM79.95 to my Visa credit card number 4493

2283 3678 3369, expiration date 09/09. Please provide

me with any special instructions I may need.

Your software has helped me build my consulting business,

and I look forward to ordering from you in the future.

Yours faithfully,

IzzianiIZZANI MUSTAFFA

Solution Consultant


Reply to the Letter of Complaint

Three (3) categories

1. Letters granting claim

Apologized and spell out corrective action

2. Rejecting claims

Not granting after full consideration

3. Offering compromise

Both are at fault

Giving allowance like discount, rebate, replacement etc.

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SampleReply to the Letter of

Complaint


17883 Jalan Sura Tengah 23000 Dungun Terengganu Darul Iman

09 848 3333 (o), 019 843789 H/P www.zcg.com

Your ref:

Our ref: Zeno 123/06

10 August 2008

En. Muhammad Mursyid Sazali

334 Jalan Lapangan Terbang

23000 Dungun

Terengganu

Dear En. Muhammad Mursyid

“Knights of Balthazar” Game

Thank you for contacting us about your “Knights of Balthazar”

game. So that we can send you the proper replacement CD,

please send us

1. The CD and original game box

2. A copy of your receipt

3. Information about the Macintosh operating system you

are currently running

4. Information about the amount of available memory in

your computer

Once we receive these items, we'll send you a replacement that

Will work on your system. So that you get it just as soon as

http://www.zcg.com/

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possible, we'll send it via courier. Meanwhile, if you have any

questions or concerns, call me at (09) 848-7766.

Here’s our latest catalog of interactive CD games. You can call us

24 hours a day, and you can find us on the web, at

www.zeno.com.my. Here at Zeno, entertainment is the name of

the game. We guarantee our products and service, and we look

forward to entertaining you in the future.

Yours sincerely,

AHMADAhmad Muhsin Zainuddin

Manager

Enclosure


09 848 3333 (o), 019 843789 H/P www.zcg.com


The Memorandum

1. Memorandum or memo (plural-memoranda)

2. A type of inter-office written communication

3. Written by one individual to another

4. One department to another

5. By one individual to a large body of staff at different levels in the organization.

http://www.zeno.com.my/

http://www.zcg.com/

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Memo FormatFollowing are the basic parts

1. Heading Title “Memorandum” or “Memo” is

centered at the top of the page

The organization name may appear above the word memo

2. „To‟ Identifies the recipient

Name and designation

Department may be included

Can be addressed to a group of people e.g. All Heads of Department


Memo Format

3. „From‟Identifies the writer

Includes same information as „To‟ line

4. „Date‟ Written in two ways as in a letter

5. „Subject‟Gives title to the contents

Be brief and clear

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Memo Format

6. The Body SectionDivided into three (3) paragraphs

Para 1-briefly introduces the subject matters

Para 2-gives detail information about the subject

Para 3-clearly states what the receiver of the Memo has to do and by when he has to do it.

7. SignatureDo not sign

May be initial besides the writer‟s name

No salutation and complimentary closure



09 848 3333 (o), 019 843789 H/P www.zcg.com

Memorandum

To : All Heads of DepartmentFrom: Salim Omar, Personnel

ManagerDate: 9 August 2008Subject: A Talk On Work Ethics

In conjunction with our “Staff Efficiency Week,” there will be a talk for all staff by a visiting Japanese Legal Advisor.

Detail of the talk are as follows:

Date: 30 August 2008Venue: Suite 7Speaker: Mr. Hoshi YamamotoTopic: Work Ethics

http://www.zcg.com/

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Memorandum

Please inform all your staff about this

talk. I would like to have a list of names

from your department who are interested

to attend the talk by 25 August 2008.

Please submit the list to Pn. Rozilawati S.

Thanks in advance for your cooperation.


Business Letters

Common Mistakes

1. Letterhead

– not centered

– Did not capitalized or bold

– no contact numbers

2. “your ref & our ref” are missing

3. Use of punctuation from letterhead to salutation (e.g. .,: ;)-Avoid using them.

4. Did not synchronized with the rules

– Dear Sir – Faithfully yours

– Dear Mr. Lim – Sincerely yours

5. Did not include Subject or Re:

6. Did not use “audience-approach or you-attitude” sentences

7. Grammatical and sentence construction error

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Business Letters

8. Did not itemized request– E.g. We are glad if you could send us

more information on the following items;

Prices

Discounts

Brochures/catalogues

Samples

Terms of payments

Availability of stocks

Etc.

9. Use of “I“ instead of “We, our, us,” to represent on behalf of your company

10. Use the word “complain” when sending a letter of complaint– E.g. I would like to file a

complaint………

11. Did not use the complete block format


The End

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topic 5 - business letter

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