UNIT TWO : BUSINESS COMMUNICATION
NEED FOR / IMPORTANCE OF A BUSINESS LETTER
TO MAINTAIN CONTACTS (COMMUNICATION) WITH THE EXTERNAL WORLD
INCLUDING OTHER BUSINESS, CUSTOMERS AND GOVERNMENT DEPARTMENTS
FOR EXCHANGE OF INFORMATION FOR VARIED TYPES
GEOGRAPHICAL DISTANCE
IT ACTS AS A RECORD FOR RETRIEVAL WHEN REQUIRED
LESS EXPENSIVE COMPARED TO OTHER MEDIA
MAKING AND / OR SOLICITING ENQUIRIES
PLACING ORDERS FOR GOODS AND SERVICES
ACKNOWLEDGING AND EXECUTE ORDERS
GRANTING OR APPLYING FOR CREDIT
SENDING STATEMENTS OF ACCOUNTS
REQUESTING SETTLEMENTS OF AMOUNTS
COMPLAINTS OR TO AIR GRIEVANCES
MAKING ADJUSTMENTS FOR CUSTOMERS GRIVENCESES
CANVASSING FOR THE FIRM AND ITS GOODS OR SERVICES
CORRESPONDING WITH GOVERNMENT / STATUTORY BODIES
FUNCTIONS OF A BUSINESS LETTER
TO PROVIDE A CONVENIENT AND INEXPENSIVE MEANS
COMMUNICATION WITHOUT PERSONNEL CONTACT
TO SEEK OR GIVE INFORMATION.
TO FURNISH EVIDENCE OF TRANSACTIONS ENTERED INTO.
TO PROVIDE A RECORD FOR FUTURE REFERENCES
BUILDING GOODWILL
AUTHORITATIVE PROOF
IT LEAVES A MORE DURABLE IMPRESSION ON THE RECEIVERS MIND THAN AN
ORAL MESSAGE
IT WIDENS THE AREA OF OPERATIONS
IT CAN BE USED AS A LEGAL DOCUMENT.
MR. BALAJI. B Page 1 of 5
KINDS OF BUSINESS LETTERS / CLASSIFICATIONS
CLASSIFICATION: 1
A 1: ENQUIRER AND REPLIES
A 2: ORDERS AND THEIR EXECUTION
A 3: CREDIT AND STATUS ENQUIRIES
A 4: COMPLAINTS AND ADJUSTMENTS
A 5: COLLECTION LETTERS
B 1: CIRCULAR LETTERS
B 2: SALES LETTERS
C 1: BANK CORRESPONDENCE
C 2: INSURANCE CORRESPONDENCE
C 3: IMPORT-EXPORT CORRESPONDENCE
C 4: AGENCY CORRESPONDENCE
D 1: APPLICATION LETTER
D 2: INTERVIEW LETTERS, REFERENCE LETTERS, TESTIMONIALS, LETTERS
OF APPOINTMENT, CONFIRMATION, PROMOTION, RETRENCHMENT,
RESIGNATION.
E 1: CORRESPONDENCE OF A COMPANY SECRETARY
E 2: CORRESPONDENCE WITH STATE OR CENTRAL GOVERNMENT
F 1: LETTERS TO THE PRESS.
CLASSIFICATION: 2
OFFICIAL LETTERS
(ANY LETTER WRITTEN TO THE GOVERNMENT OR SEMI – GOVERNMENT BODIES)
DEMI-OFFICIAL (D.O) LETTERS
OFFICIAL IN PURPOSE BUT ADDRESSED TO A PERSON BY NAME
MATTER REQUIRES PERSONNEL ATTENTION OF THE ADDRESSEE
MATTER IS CONFIDENTIAL IN NATURE
MR. BALAJI. B Page 2 of 5
MATTER IS URGENT AND REQUIRES IMMEDIATE DISPOSAL.
INTERNAL LETTERS OR MEMOS
USED BOTH IN THE GOVERNMENT OFFICES AND BUSINESS HOUSES FOR INTERNAL
PURPOSES.
FORM LETTERS CORRESPONDENCE OF RECURRING AND OR ROUTINE IN NATURE
IN CASE OF ACKNOWLEDGEMENTS
REMINDERS
INTERVIEWS
NOTICES
APPOINTMENTS
HAVE A STANDARD FORM WITH SOME BLANKS LEFT IN THEM
SENT TO THE ADDRESSEES WITH RELEVANT DETAILS FILLED IN THEM
SOMETIMES CARRY A NUMBER OF PARAGRAPHS ONE OR MORE OF WHICH CAN BE
TICKED. THESE ARE CALLED AS FORM PARAGRAPHS AND ARE USUALLY PRINTED
ON POST CARDS
NOTE: FORM LETTERS LACKS PERSONAL TOUCH BUT THEY SAVE A LOT OF TIME
AND LABOUR.
ESSENTIALS OF AN EFFECTIVE BUSINESS LETTER
PROMPTNESS IN RESPONDING / ADDRESSING THE MATTERS.
KNOWLEDGE OF THE SUBJECT.
APPROPRIATENESS [TONE AND LANGUAGE]
ACCURACY.
COMPLETENESS.
CLARITY [FIRST READING]
COURTESY.
TACT.
PERSUASION.
CONCISENESS.
SALESMANSHIP.
THE ‘YOU’ ATTITUDE INSTEAD OF ‘I’ OR ‘WE’
POSITIVE APPROACH [NEVER SAY SORRY] = PERHAPS IN THE FUTURE.
PLEASANT APPROACH.
MR. BALAJI. B Page 3 of 5
VISUAL APPEAL [INDENTING]
CLEAR OBJECTIVES.
EVOKE A FRIENDLY RESPONSE.
RELEVANT TO ADDRESSEE’S NEEDS.
GUIDELINES FOR EFFECTIVE AND FRUITFUL LETTERS
CHOOSE WORDS THAT ARE THE READER CAN EASILY UNDERSTAND
USE SIMPLE AND EVERYDAY LANGUAGE
USE APPROPRIATE AND EFFECTIVE LANGUAGE.
AVOID JARGONS.
PREFER ACTIVE VERBS TO PASSIVE VERBS
AVOID REDUNDANT WORDS (VERBOSITY REPELS READERS)
DO NOT INCLUDE CLICHES
AVOID ROUND ABOUT WAY OF WRITING
AVOID UNNECESSARY REPETITION OF THOUGHT
AVOID AMBIGUITY, STATE THE FACTS PRECISELY
A CLEAR COMPOSITION SHOWS CLEAR THINKING
AVOID EXCESSIVE DETAILS (ADDRESSES NEEDS)
BE COURTEOUS AND CONSIDERATE
ALWAYS RESPECT YOUR READER
DO NOT WRITE IRRELEVANT IDEAS
DO NOT WRITE TO THE WRONG PERSON
GOODWILL MUST BE GENERATED TO BE BRIEF
MUST BE COMPLETE
ALL INFORMATION TO THE ADDRESSEE MUST BE GIVEN
LAYOUT OF A BUSINESS LETTER
Company Name
Heading / Head Address / Letterhead
Firm’s Name / Nature of business / Phone / Fax / Telex / WWW URL / Reference / Address /
Symbol , Trademark / E-mail / Date / Mailing Notation
Inside Address
Salutation
Body
MR. BALAJI. B Page 4 of 5
Complimentary Close
Signature
Reference Initial
Enclosures
MR. BALAJI. B Page 5 of 5
