Specific of Business

Communication
 Fundamental of Business Writing
“Reading make the full man, writing an exact man, conference a ready
man”.
 Business communication is both written as well as oral.
 But written communication is very important aspect of business communication.
 When exchange of opinion is in written form, rather than by spoken words it is
written communication.

 It is important to fix accountability and responsibility of people in

organization. This requires much of paper work as it becomes the permanent
means of communication.

 It helps in building goodwill of an organization.

 Written communication is recommended when evidence of events
and proceedings are requiring to be kept for future references & when
many persons are to be contacted at the same time.
 Every place of written communication requires use of human memory,
imaginative power.
 Ability to observe and think & mastery over language.
 When writing message, it would be wise to adopt principle which means
“kept it short and simple.”
 BUSINESS CORRESPONDANCE

 In businesses, written communication is an important medium

for passing information.

 This form of written communication used for business purposes is

termed as Business correspondence.

 The correspondence in business communication can happen

within the organization, between different organizations, or

between client and organization.
 The importance of business correspondence lies in the fact that it
is the formal way of exchanging information by which
professional relationship is maintained between organizations,
employees, and clients.

 Since it is in a written form, it can serve as a future reference for

the information being communicated.

 Any communication in the form of the letter is

correspondence.
 Business correspondence happens daily in the lives of
businessmen in the form of letters to suppliers, letters
of inquiry, complaint letters, job application letters,
and a few other forms.

 Business correspondence is mostly in the form of

letters.
 Any person related to a business expresses oneself though business
correspondence.

 One can also ask any doubt or uncertainty through business

correspondence.

 A businessman writes and receives letters in his day to day life.

 A correspondence between two organizations or within an

organization comes under this category.
 Importance of Business Correspondence
Business correspondence is essential in realizing organizational goals.

1. Maintaining Proper Relationships

2. Creating Goodwill
3. Costs Very Less
4. Removes Ambiguity in Communication
5. Helps Businesses Expand and Grow
6. Serves as Evidence
1. Maintaining Proper Relationships

 The significance of business letters is governed by the fact that it

facilitates effective communication which does not cost

the business much.

 It strengthens the business by making communication, within

and outside the organization, clear and concise.
2. Creating Goodwill

 A company’s growth increases due to business

correspondence.

 It creates goodwill between business and clients since any

letter like a complaint, feedback, or suggestion promotes a

healthy relationship.
3. Costs Very Less

 Business correspondence is an inexpensive mode of

communication in terms of money as well as time.

 This method of correspondence in business communication

is very convenient for businesses.

4. Removes Ambiguity in Communication

 It is a formal correspondence between the involved

parties which helps in unambiguous
communication.
5. Helps Businesses Expand and Grow

 A business can have a seamless of information regarding any product or

resources through business correspondence.

 This helps in proper utilization of manpower and time

management, which in turn leads to expansion and

growth in business.
6. Serves as Evidence

 Any written form of communication serves as evidence.

 A business correspondence helps the person in a business to

keep a record of all the facts.

 These written records will serve as evidence.

 Types of Business Correspondence
Types of Business Correspondence

1. Internal Correspondence

 It refers to the correspondence between the individuals,

departments, or branches of the same organization.

2. External Correspondence

 It refers to the correspondence between two individuals.

 These are not of the same organization.

 Any correspondence outside the organization is external

correspondence.

 Customer and suppliers, banks, educational institutions,

government departments come under this category.
3. Routine Correspondence

 It refers to the correspondence on routine manners.

 A correspondence made for inquiries, orders, replies,

acknowledgments, invitation, and appointment

letters are routine correspondence.
4. Sales Correspondence

It refers to the correspondence related to the sale.

Sales letters, sales reports, invoice, and confirmation of

orders are sale correspondence.

Delivery letters, statement of accounts etc. are also some of

its examples.
5. Personalized Correspondence

It refers to the correspondence based on emotional factors.

Letters of the request, recommendation, and

congratulations are personalized correspondence.

Letter of introduction, granting and the refusal of terms are

some of its examples.
6. Circulars

It refers to the communication of common matter to a large

number of persons or firms.

Circulars, notices of tenders, change of address, an opening
of the new branch come under this category. An introduction of
new products is also its example.
 Essential OR salient features of an Effective Business Letter
Simplicity
1.Simplicity
2.Conversational Style
3.Clarity of Goal.
4.You – attitude
5.Courtesy
6.Persuasion
7.Sincerity
8. Positive language
9. Due emphasis
10. Coherence
11. Care for culture
12. Tactful approach
13. Ethical standard
1. Simplicity:
Examples:
(a) “Thank you for your esteemed letter”
(b) “We send our deep apologies for the delay”
(c) “Yours faithfully
(d) “Thank you for your letter”
(e) “We are trying to obtain”
(f) “Will you please send us a remittance for the outstanding amounts”
(g) “I am sorry to tell you”
.
2. Conversational Style

 Modern Executives prefer friendly & conversational style as compared

to dull, stiff style of correspondence.

 A letter like face-to-face talking should be interactive.

 Some example of conversational style are- I hope you approve; please let me
know soon.

 I sincerely appreciate etc. instead of I hope this cater to your requirement &
approval or the undersigned wishes style is preferable in business letters.
.
 Conversational writing feels like the writer is having a conversation

with a reader, and you can take two steps to make your writing
conversational.
 The first step is removing long sentences and difficult words.

 And the second step is to make the reader feel like you’re writing for

him or her personally by using questions and the word “you.”

Hiut Denim’s website uses a conversational tone, using short
sentences, simple words, and tight writing:
 “We make jeans. That’s it. Nothing else. No distractions.
 Nothing to steal our focus. No kidding ourselves that we can be good at
everything.
 No trying to conquer the whole world. We just do our best to conquer
our bit of it. So each day we come in and make the best jeans we know
how.
3. Clarity of Goal

 In correspondence one has to be clear both in thought

expression.

 The letter reflects the writers mind.

 He should be clear about information he is seeking

or wishing to convey.
5. You – attitude: Writers interest in the receiver must be
shown through effective business letters.

 Thus, everything has to be analysed form the reader’s

point of view. This will help the writer to obtain a
favourable response. So, the writer should focus from ‘I’ &
‘we’ to ‘you’. A genuine concern for the receiver is
accepted on the writer part. Thus, the attitude of you should
be kept in mind.

 Example – ‘Your assignment is ready. ‘you’ will

be happy to know’, etc.
6. Courtesy:

Courtesy excludes the element of anger & preaching

that is often disliked by people.

A courteous letter can be mutually beneficial if adopted.

7. Persuasion (the act of convincing, the power to convince)

Persuasion is the main function of business communication. Persuasive letters are

written under various circumstances and for various reasons.

8. Sincerity: The writer’s approach should be so sincere & convincing that the reader
must be forced is belief in what is written.

9. Positive language: Positive words stir up positive feeling. Positive words help to
build up human relations. On the other hand, negative words have exactly opposite
effect. Therefore, it is advised to use positive substitutes for words like, sorry, failure,
loss, damage, refuse etc.
10. Due emphasis: Emphasis should be made on all-important points the first
sentence & the last sentence normally carry more weight age. Short and crisp
sentences should be used while emphasizing because they are more assertive &
emphatic.

11. Coherence: There should be coherence the points mentioned in the letter. Linking
devices should be used because in helps to give a logical progress to the thought of the
writer.
12. Tactful approach: The communicative letter should be tactfully planned. The
letters containing bad news should be written in such a way that it does not give a
wrong impression to the writer. Good news is always conveyed directly however
bad news is conveyed indirectly.

13. Ethical standard: we should not forget the business ethics while writing letters.

14. Care for culture: care should be taken while drafting a letter in international
correspondence. Words so as to offend the receiver should not be used. Slangs idioms,
phrases etc. should be avoided.
 The Layout of a Business Letter

 As a significance form of written communication, a business letter is

supposed to have a layout that impresses.

 Its physical appearances, that include the quality of the paper, the
arrangement of the typed/printed matter, the way it is folded and
kept in the envelop, the envelop itself with the addressee’s name and
address, stamping everything communicates and passes through the
receiver’s mental filter.
Many companies choose their own layout.

The following points are common to all design or

layout.

The difference occur due to the typing/printing conventions,

indenting, spacing etc.
 Layout of Business Letter
1. Heading
2. Reference number
3. Date
4. Inside address
5. Attention line
6. Salutation
7. Subject line
8. Body of the letter
9. Formal close
10. Signature block/slot
11. Enclosures (Encl)
12. Postscripts
13. ‘CC’ or Carbon Copy notation
14. Reference Initials
1. Heading

The heading, also called ‘letterhead’, contain the name of the

firm/company and its address.

It usually given at the top right side of the paper.

It is also usual to give telephone, fax and telegraphic address

in the heading.
 BHATIA CHEMICAL LIMITED
Regd. Office: 20, Naraina Estate, New Delhi-110027

Phone:
Fax:
2. Reference number

Every business letter usually carries a reference number to

which the receiver may refer in all future correspondence.

It serves the useful purpose of quick reference and linking up

the chain of letter going out of the organization identifying the
memos issues by the department within the organization.
The reference number may look like this

25/PD/67

 In this number ‘25’ stands for the number given to the

department, ‘PD’ is a code for the personnel department and
‘67’ is the number allotted to the person addressed.

 DS/2021-22/256 dated 01.10.2021

3. Date

The date of the letter is of crucial importance.

It is usually written on the right hand side, parallel to the

reference number.

March 25, 2022

 Date consists of the date, name of the month and the year.
 If the letter sheet includes a letterhead, type the date from 2 to 3 lines
under the letterhead, else type it under the return address.
 Never send a letter without a date.
 The date is written in two styles.
The British Method (ordinal numbers) : 4th July, 2012
The American Method (cardinal numbers) : July 4, 2012
 Never write like 7-2-12 or 7/2/12 because it shows that the
writer is careless or in a great hurry.
3. Date

 Abbreviated form of date such as 28.01.2023 or 01.28.2023 or

March 25, 03 or 25 March, 03 should be avoided as they do not
leave a good impression on the mind of the receiver.

 When the address of the organization is combined with the date, the
following format should be used:

26, Naraina Estate, New Delhi

March 25, 2022

4. Inside address

 It contain the name and address of the organization or the individual

to whom the letter is being sent.

 It should be written below the Reference Number. Line, leaving some

space.

 It should be complete, and can be written in either of the two ways as

shown below.
Kalindi fertilizers Ltd.,

Bhiwadi Road Crossing,

National Highway 8, Gurgaon

(Haryana)
Mode of address
a) Addressing individuals
 If the letter is being sent to an individual we have to be sure about the
prefixing of the addressee.
1. ‘Mr’ or ‘Shri’ is used for addressing a man
2. ‘Miss’ is used for an unmarried woman
3. ‘Mrs’ or ‘Shrimati’ is used for a married woman
4. ‘Ms’ is used for a woman whose marital status is not known.
5. ‘Messrs’ is a plural for ‘Mr’ and used while addressing a partnership firm.
It can best be used when the name of the firm contains personal name or
names as, for example
 Messrs Rama Bros.
 Messrs Dal Chand & Co.
 Messrs Chandra and Chandra
6. Titles/ranks such as ‘Colonel’, ‘Professor’, ‘Doctor’, ‘Reverend’ etc. are
used as follows:
Col. R.L. Bhatia
Capt. R.N. Nagesh
Prof. M.L. Rana
Dr. P.K. Gupta
Padamshri R.S. Lugani
Maj Gen (Miss) G.A. Ram
B) Addressing by Designation
When a particular person is addressed by his designation, ‘Mr’ or
‘Messrs’ (in case of limited company) is not used.
The Personnel Manager
Humberston and Co.

The Secretary
Young Samaritans’ Club
5. Attention Line
 When the writer direct his letter to a particular official in an
organization he may use the phrase ‘for the attention of’ below the
inside address and above the salutation and underline it. For example
Kalindi fertilizers Ltd.,

Bhiwadi Road Crossing,

National Highway 8, Gurgaon

(Haryana)

For the attention of Shri R.R. Sharma

Other typical forms of this reference are as follow
For the attention of Shri R.R. Sharma, General Manager
Attention: C.P. Rajesh, Vice President
6. Salutation
 Salutation if the greeting of the addressee. We may choose the salutation on
the basis of our familiarity with the reader and the formality of the situation.
 The commonly use salutations are given below:
 Sir
 Madam
 Dear Mr. Smith
 Dear Sirs
 Your Excellency (while addressing the ambassador or high commissioner of a
foreign country
 Gentlemen: used when a circular is sent to many addresses including an
individual, firm, society, company etc.

 Nowadays Sir/Madam’ is also freely used in circular.

8. Subject Line

 Many offices/writer use subject lines to enable the reader to quickly identify the
subject of correspondence.

 It tells what the correspondence is about.

 In addition, it contains any specific identifying material that is supposed to be

helpful date of previous correspondence, invoice number, order number or the
central point of the letter.

 It is just placed below the line of salvation.

 It usually begins at the left margin, although it may be placed in the centre
 The subject line may be worded in a n number of ways. The following
forms are a few representative samples.

Subject: your July 12 inquiry about…..

Reference: your July 12 order for…..

About your: Order No. 638-A dated….

In reply, please refer to file J-324

Sub: Loan facilities for……

8. Body of the Letter

 The body of the letter carries its message or content. It is generally divided
into three or four paragraph, each having its own function.

 The first or opening paragraph links up the correspondence and

established rapport with the reader.

 The second paragraph may be called the main paragraph that contains
the subject proper.

 If need be, the point made in the second or main paragraph is elaborated
or further developed upon in the third paragraph.
 The fourth or final paragraph brings the letter to a goodwill
ending, leaving the doors open for further business.

 Whatever the circumstances, the last paragraph brings the

letter to a close on a positive note.

 It is generally followed by phrases like ‘With Regards’, With

best wishes, ‘With warm regards’, Thanking You.
Second page heading

When the letter goes beyond one page, we should mark the following page/pages for quick
identification.

 The following page/pages must always be typed on plain paper, not on the letterhead.

Of the various forms used to identify these pages the following are the most common:

1. Ms Sheila Jones 2, March 25, 2022

2. Ms Sheila Jones March 15, 2022, page 2

3. Ms Sheila Jones

March 25, 2022

Page 2
9. Formal close

The formal close must ‘match’ the salutation as shown below:

Dear Sir

Dear Madam Yours Faithfully

Sir

Dear Mr Smithy

Dear Ms Smith Yours Sincerely

Dear Sheila
 If the salutation does not name the recipient, formal close is
‘Yours faithfully’.

 If the salutation names the recipient the formal close is ‘

Yours Sincerely’.

 ‘Yours respectfully’ or ‘Respectfully yours’ is used when

writing to a person occupying very high position like a
minister, a very elderly person etc.
10. Signature Block/Slot

 There is fixes place for the signature of the writer.

 Just as signature is important, so is its place in the layout of the letter.

 Conventionally the signature, that is handwritten and contain the writer’s

name, status, department, company etc., appears just below the
complementary close.

 As far as possible it should be legible.

Given below are the few example of the format:

1. …………..

(R. K. ARORA) when the individual sign in his own right

2. . …………..

(R. K. ARORA) when the individual sign in his capacity as Sales Manager

Sales Manager
3. For Arora Associates

………………..

(R. K. ARORA) when the individual sign in his representative capacity

Partners

4. for Shikha and Co Ltd.

……………..

(R. K. ARORA) when the individual sign in his representative capacity

Managing Trustee
5. For J.K Arora

………………..

(R. K. ARORA) when the individual signs pursuant to a power of attorney

Attorney Holder

6. for Shivam (Minor)

……………..

(R. K. ARORA) when the individual indicates individual responsibility

Local guardian
7. Arora Associate

………………..

For R. K. ARORA when the subordinate signs a routine letter

Attorney Holder

8. P.P. or Per Pro. R.K. Arora, Partner

…………….. Arora Associate

Manager when the individual sign with the authority of another individual
11. Enclosures (Encl):

 Very often a letter carries along with it some important papers such as proof of date, copies
of certificates/testimonials, price list, invoice, receipt, cheque/draft bill/cash memo,
copies of required pages of passport, photo identity cards etc.

 The writer is well advised to make mention of theses papers at the bottom left margin as
shown below:

 i) Enclosures: Three

 ii) Encl: 1)……………

2)……………

3)……………
12. Postscript

 Postscript or P.S. is written if the writer has forgotten to mention important

items in the letter.

 Generally a writer is not supposed to forgot any important items.

 but., then some information or part of the message may flow in after the letter has
been written or typed.

 In such case the writer is supposed to write the post script very carefully and
precisely or, in other words, give the additional information in as few words as
possible.
13. ‘CC’ or Carbon Copy Notation

 Often copies of a letter are supposed to be sent to some other people directly or
indirectly concerned with the matter/subject.

 In such cases the names of the persons to whom copies are sent should be typed
adjacent to the left margin like this

CC: Mr. S.K. Bhatia

Copies to Mr. S.K. Bhatia and Mr. T.K. Paul

Copy to Mr. S.K. Bhatia

14. Reference initials

 Many firms continues to follow the practice of putting typed initials of the person who dictates the
letter and those of the one who typed it.

 These initials are useful for office checking.

 They can be typed adjacent to the left margin in the end like this:

1. HKS/NB

2. HKS:NB

3. HKS-NB

 HKS are the initials of the person who has dictated the letter and NB of the person who typed it.
 APPLY “SEVEN C’S” OF COMMUNICATION
1. COMPLETENESS: Letter should not lacks its purpose. Provide all necessary
information. E.g. Order should not only mention quantity but also size, price,
packaging, delivery, transportation charges, discount rates, payment item and
condition etc

2. CONCISENESS: Be to the point, avoid unnecessary

repetitions and include only relevant material.

3. CONSIDERATION: Focus on “you” instead on “I” or “We”, Show reader benefits and
emphasize positive pleasant facts.

4. CONCRETENESS: Use specific facts and figures, put action in verbs and choose
image building words.
5. CLARITY: Choose precise, concrete and familiar words. Construct effective
sentences and paragraphs. Reader should understands the matter in first reading.

6. COURTESY: Whether writing a complaint or a concern, be sincere, thoughtful,

appreciative, courteous and respectful. Offer to do whatever you can, within
reason, to be accommodating and helpful.

7. CORRECTNESS: Use right level of language. Double check the facts, figures, dates,
price, spelling and grammar. Maintain acceptable writing mechanics.
 Starting • We are / I am writing
• to inform you that ...
• to confirm ...
• to request...
• to enquire about …
Referring to previous • Thank you for your letter of March 15.
contact • Thank you for contacting us.
• Thank you for your letter regarding ...
• With reference to our telephone
conversation yesterday...
•It was a pleasure meeting you in London last month.
Making a request •We would appreciate it if you would ...
•In addition, I would like to receive ...
•It would be helpful if you could send us ...
•I am interested in (obtaining / receiving) ...
•Please let me know what action you propose to take.
 Offering help • Would you like us to ...?
• We would be happy to ...
• We are quite willing to ...
• Our company would be pleased to ...
Giving good news • We are pleased to announce that ...
• I am delighted in inform you that ..
• You will be pleased to learn that ...
Giving bad news • We regret to inform you that ...
• I'm afraid it would not be possible to ...
• After careful consideration we have decided (not) to ...
Complaining • I am writing to express my dissatisfaction with ...
•Please note that the goods we ordered on ( date ) have
not yet arrived.
• We regret to inform you that our order n ----- is now
considerably overdue.
•I would like to query the transport charges which seem
unusually high.
 Bad Example
Jeff,

I wanted to let you know that I don't appreciate how your team always
monopolizes the discussion at our weekly meetings. I have a lot of projects, and I
really need time to get my team's progress discussed as well. So far, thanks to your
department, I haven't been able to do that. Can you make sure they make time for me
and my team next week?

Thanks, Phil
 Good Example
Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly meetings, your
team does an excellent job of highlighting their progress. But this uses some of the
time available for my team to highlight theirs. I'd really appreciate it if you could give
my team a little extra time each week to fully cover their progress reports.

Thanks so much, and please let me know if there's anything I can do for you!

Best Wishes,

Phil
 BUSINESS
LETTER

SALES LETTER
INFORMATION • Voluntary offer PROBLEM LETTER
LETTER • Traveller • Complaints
• Employment • Concessions GODWILL LETTER
• Overdue • Greeting thanks
• Accounts • Congratulations
ROUTINE • Sympathy
SPECIAL PURPOSE • condolence
• Enquiries
• Circular
• Quotation
• Personnel
• Orders
• Agencies
• Payment
• Travel
 BUSINESS LETTER

INFORMATION SALES PROBLEM GODWILL

LETTER LETTER LETTER LETTER

ROUTINE SPECIAL
PURPOSE