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  1. 1. BUSINESS WRITING b BY Dr.N.R.chand Your Text Here
  2. 2. WRITTEN COMMUNICATION[4] <ul><li>GOOD NEWS LETTERS </li></ul><ul><li>BAD NEWS LETTERS </li></ul><ul><li>CONGRATULATION LETTERS </li></ul><ul><li>ADJUSTMENT LETTERS </li></ul><ul><li>CLAIM LETTERS </li></ul><ul><li>REFUSAL LETTERS </li></ul><ul><li>BUSINESS CORRESPONDENCE </li></ul><ul><li>SOCIAL CORRESPONDENCE </li></ul>
  3. 3. Draft a letter of request for support <ul><ul><li>Request from a Japanese M.B.A student to his company for continued support for his study in the U.S.A. University. </li></ul></ul><ul><ul><li>Dear sir and Madam, </li></ul></ul><ul><ul><li>I am delighted to hear that you are continuing to prosper. </li></ul></ul><ul><ul><li>By the way, I have been selected to study for an M.B.A degree at Michigan State University in the U.S.A. </li></ul></ul><ul><ul><li>The care and help that you provided me while I was working in the Osaka branch of the Mitsui Trust and Banking Company has been appreciated. </li></ul></ul><ul><ul><li>During my stay abroad,I will do my best and study hard. I ask for your continued support in the future. </li></ul></ul><ul><ul><li>Sincerely, </li></ul></ul><ul><ul><li>[Ref=book-Herta A Murphy page 152/153 ] </li></ul></ul>
  4. 4. Rewrite the letter by eliminating empty expressions
  5. 5. Rewrite the following closing to have a reader oriented approach and a friendlier tone <ul><li>Ref MURPHY -page 153 </li></ul><ul><li>I wish to thank you very much for opening an account with our store. We will do our best to serve you well and we hope that you will use your account as soon as possible. </li></ul>
  6. 6. Good news letter <ul><li>Dear Catherine </li></ul><ul><li>VACANCY FOR GRADUATE ENGINEER </li></ul><ul><li>We are delighted to let you know that you are our preferred candidate for the job. </li></ul><ul><li>The panel was impressed by your interview performance. </li></ul><ul><li>Please call me in the next few days so that we can arrange to negotiate the terms and conditions of employment and a salary package. </li></ul><ul><li>Congratulations. </li></ul><ul><li>Sincerely </li></ul><ul><li>[signature] </li></ul><ul><li>Anthony Jones </li></ul><ul><li>Chief Executive Officer </li></ul><ul><li>JONES JACOBSEN AND JOHNSTON </li></ul><ul><li>[Ref book= business writing by Ralph Brown page 102] </li></ul>
  7. 7. <ul><li>[old indented form ==refusal/ NO adjustment letter </li></ul><ul><li>19.oct.2009 </li></ul><ul><li>, AJANTA FURNITURE, </li></ul><ul><li>34,Bapuji Nagar, </li></ul><ul><li>Bhubaneswar-1 </li></ul><ul><li>Dear Mr Subas Agarwal, </li></ul><ul><li>We are to inform you that we have received your complaint regarding the Dinning table and chairs that you purchased from us. </li></ul><ul><li>But we inform you that at present we have no such stock. So kindly bear with us. </li></ul><ul><li>Hope you will continue to be our valued customer. </li></ul><ul><li>Yours sincerely, </li></ul><ul><li>Sarat Biswal, </li></ul><ul><li>MANAGER. </li></ul>
  8. 8. NO LETTER/ADJUSTMENT LETTER <ul><li>Dated24.5.09/1234 HDFC </li></ul><ul><li> </li></ul><ul><li>Mrs Anita Dubey, </li></ul><ul><li>w/o Rajib Dubey, </li></ul><ul><li>345,Charkop market complex. </li></ul><ul><li>Kandivali [west] Mumbai-67 </li></ul><ul><li>Dear Madam, </li></ul><ul><li>Ref NO; 56749 </li></ul><ul><li>Please note that the insurance papers signed are not in order.Refer to the telephonic conversation .made with Mr Dubey Please note that there would be no insurance coverage if the papers are not signed by you properly. </li></ul><ul><li>Thanking you, </li></ul><ul><li>Yours faithfully, </li></ul><ul><li>[signature] </li></ul><ul><li>Kaushika Bhargav </li></ul><ul><li>Asst Manager-Operation </li></ul>
  9. 9. Letter of complaint <ul><li>February23,2009 </li></ul><ul><li>Internet Provider,Inc. </li></ul><ul><li>342 Twin Plaza </li></ul><ul><li>Bangalore. </li></ul><ul><li>ATTENTION CUSTOMER SERVICE </li></ul><ul><li>For the last 4 months I have been receiving tons of spam e-mails in my account. </li></ul><ul><li>Your customer service department recommended that I open a spam account,which would help me.Unfortunately their remedy has not solved my problem. </li></ul><ul><li>Please register this complain and let me know soon the changes you make in my account. </li></ul><ul><li>Sincerely, </li></ul><ul><li>J.B.Mathur. </li></ul>
  10. 10. You did well but missed ou
  11. 11. CONSIGNMENT OF PAINTING NOT RECEIVED <ul><li>First flight 56 27,OCT.09 </li></ul><ul><li>Bapuji Nagar </li></ul><ul><li>Bhubaneswar-751001 </li></ul><ul><li>Dear Sir, </li></ul><ul><li>Ref. consignment no=6757890/14.8.09 </li></ul><ul><li>I have to inform you that my above consignment[a painting of poet John Keats] has not yet reached me after 2 months from U.S.A. </li></ul><ul><li>Please make arrangement of quick delivery of it soon. </li></ul><ul><li>Let me know the position at an early date. </li></ul><ul><li>Thanking you. </li></ul><ul><li>Sincerely , </li></ul><ul><li>Deepak Vora </li></ul><ul><li>. 78 Nayapally N/3, Bhubaneswar .751014 </li></ul><ul><li>Mob-9867756543. </li></ul>
  12. 12. Reply from First Flight [indirect approach= negative letter in direct plan]see Murphy page 217 <ul><li>Mr.Deepak Vora </li></ul><ul><li>78 nayapally n/3 </li></ul><ul><li>Bhubaneswar-751014 </li></ul><ul><li>Dear customer, </li></ul><ul><li>ref .con.-6757890/14.8.09 </li></ul><ul><li>We are sorry to inform you that your above consignment has not yet been traced. </li></ul><ul><li>But we are on the look out. We can not say exactly when it will reach. </li></ul><ul><li>We will inform you as soon as possible when the shipment of your goods comes to our office. We look forward to you as our valued customer inspite of this undue delay. </li></ul><ul><li>Thanking you for remembering us and using our services. </li></ul><ul><li>sincerely, </li></ul><ul><li>Manager </li></ul><ul><li>Customer care,First Flight Bhubaneswar.[rewrite this negative letter in indirect approach] </li></ul>
  13. 13. Bad news in direct plan <ul><li>Some bad news indirect approach is rendered in direct plan when= </li></ul><ul><li>The message is routine or urgent or the customer is old and known. </li></ul><ul><li>Direct plan means =the pattern is same as in good news plan except that the opening should contain bad news instead of good news. </li></ul>
  14. 14. Bad news in indirect approach <ul><li>The indirect approach shows respect to the customer. </li></ul><ul><li>It is tactful </li></ul><ul><li>Main point is written in second or third paragraph or at the end. </li></ul><ul><li>First paragraph describes the situation and circumstances of delay </li></ul><ul><li>Bad news to be written in positive language </li></ul>
  15. 15. examples <ul><li>Direct bad news= your loan application has been denied. </li></ul><ul><li>Indirect approach= our loan section is checking your application. We are happy to note that you chose our Bank for your service. </li></ul><ul><li>However we will inform you soon if you are eligible. But we can not assure you as annual income and home take amount will be examined. </li></ul><ul><li>Thanking you for selecting our Bank . </li></ul><ul><li>Wish you will continue as our customer. </li></ul>
  16. 16. Persuasive written messages[5] <ul><li>ONE OF THE BEST WAYS TO PERSUADE OTHERS IS WITH YOUR EARS- BY LISTENING TO THEM. </li></ul><ul><li>DEAN RUSK. </li></ul>
  18. 18. We can not direct the wind– but can adjust the sails= John C Maxwell <ul><ul><ul><li>This is very true of persuasive messages </li></ul></ul></ul><ul><ul><ul><li>Wind is beyond our power .wind controls us .But the ship sailing in the sea surfing the soft and sour waves certainly can go ahead after adjusting the sails.. </li></ul></ul></ul><ul><ul><ul><li>so also by arousing and stirring desire and interests through advertisements, request letters, campaign letters,handouts. Pamplets ,leaflets,billboards,digital billboards,Sms writings in sweet and seductive language ,e- mail messages, happy BIRTH DAY cards,Anniversary cards, bonus cards etc customers can be added and enrolled to commodities and products and the ship of Business relationship can sail and sail beyond the shores. </li></ul></ul></ul>
  19. 19. We are to see audience for business <ul><li>Persuading or selling can create anxiety .so the primary function of every business house , corporate house is to streamline and strengthen their marketing ,Sales, public relation,organisational divisions for effective promotion of Reputation, Brand, and Image of the company. </li></ul>
  20. 20. Persuasive letters <ul><li>Sale letters </li></ul><ul><li>Letters to subscribers=for </li></ul><ul><li>Magazines </li></ul><ul><li>Loans </li></ul><ul><li>Insurance </li></ul><ul><li>Admissions in educational institutions </li></ul><ul><li>Request to be members of public and private organisations </li></ul>
  21. 21. Persuasive letter from MICHIGAN ROSS SCHOOL OF BUSINESS Rahul Rastogi 567 Rajaji road chennai 45 Dear Rahul, Michigan has facilitated 200 programmes in Asia- have you participated yet. Leading companies are sending their best people for Executive Programmes in our Ross School of Business. Business opportunities do not wait, so get ready before the challenges and join our programmes.To request for the 2009 Asia catalog,just email or fax with your updated mailing details and we shall send you documents. We look forward to welcoming you in 2009. Best Regards,John Chen Executive Education,Asia Pacific Regional Office
  22. 22. AUDIENCE =NEEDS,OBJECTIVES AND INTERESTS <ul><li>If you do not know your clients you can not link or connect them. </li></ul><ul><li>So first choice is to know needs of the audience </li></ul><ul><li>Is profile of your client agreeable to </li></ul><ul><li>The product you present to him </li></ul><ul><li>Are you in contact with the c.e.o or the division secretary </li></ul><ul><li>You will respond better if you think that your customers are not Robots but human beings and you too is a human being. </li></ul><ul><li>Socially you can win customers </li></ul><ul><li>So motivate your clients to company products </li></ul><ul><li>Accordingly written, digital , visual and,telecommunication modes be applied. </li></ul>
  23. 23. E-mail routine request letter <ul><li>To George </li></ul><ul><li>Cc John Smith </li></ul><ul><li>Subject; February 23 Presentation </li></ul><ul><li>----------------------------------- </li></ul><ul><li>George, </li></ul><ul><li>John Smith has asked that you and I make a presentation at the February 23 client conference. </li></ul><ul><li>The presentation should cover our policy regarding the insurance . </li></ul><ul><li>Let me know if you will be available so that we can plan and prepare the presentation. </li></ul><ul><li>Lucy Pricewater </li></ul>
  24. 24. FAVOUR LETTER <ul><li>Ms Sonam Jain </li></ul><ul><li>80 Netaji Marg </li></ul><ul><li>New Delhi-110009 </li></ul><ul><ul><ul><li>Dear friend of the Digest, </li></ul></ul></ul><ul><ul><ul><li>Will you please do us a favour </li></ul></ul></ul><ul><ul><ul><li>In the past Digest has been successful in producing many music collections of new and old Masters. If you like the music collection sent to you you can fill up the form and send it back to us. </li></ul></ul></ul><ul><ul><ul><li>A pre-addressed envelope is in the letter which you can despatch to Digest for your convenience.Your reply involves absolutely no compulsion to buy our product. We guarantee moneyback scheme. </li></ul></ul></ul><ul><ul><ul><li>Many thanks for your help in the important project. </li></ul></ul></ul><ul><ul><ul><li>Yours Sincerely, </li></ul></ul></ul><ul><ul><ul><li>Manas Mohan </li></ul></ul></ul><ul><ul><ul><li>Marketing-Director </li></ul></ul></ul><ul><li>P.s. we will send you a free mystery gift after we receive your reply. </li></ul>
  25. 25. <ul><li>It is not the message as one wishes to send it that matters most but the message as it is received. </li></ul><ul><li>Daniel Defoe </li></ul>
  26. 26. Customer friendly messages <ul><li>Dear sir </li></ul><ul><li>We have been in this trade for the past 6 years,satisfying academic needs of books of Institutions. </li></ul><ul><li>The standard and range that you handle is impressive. We want to purchase books worth Rs5,OO,OOO. </li></ul><ul><li>It would help us to place orders if you could send latest catalogue,price list and order form.Please mention business terms and conditions. </li></ul><ul><li>We await your early reply. </li></ul><ul><li>Yours truly </li></ul>
  27. 27. Evaluate the letter <ul><li>This letter is written to get a catalogue,quotation, and pricelist. </li></ul><ul><li>. It is written in polite language and the goodwill is reflected throughout. </li></ul><ul><li>It avoids wordy expressions. </li></ul><ul><li>It is concise, complete ,considerate. It is a typical request letter. </li></ul><ul><li>It is persuasive letter. </li></ul><ul><li>It is written in Indirect approach </li></ul><ul><li>Tone is polite and of goodwill </li></ul><ul><li>It is in Block format /it is focussed writing </li></ul><ul><li>Open punctuation </li></ul>
  28. 28. Reply to the letter <ul><li>Dear Sir </li></ul><ul><li>We are happy to send this reply in response to your letter no ret34 /sj/2009 dated 23 jan 2009. enclosing our latest catalogue,price list ,order form and the Memorandum of Understanding. </li></ul><ul><li>We normally allow 15% trade discount and10% agent commission. If your order will exceed 1 lakh we will give additional discount of 5%. </li></ul><ul><li>We earnestly look forward to your collaboration and order. </li></ul><ul><li>Yours faithfully </li></ul>
  29. 29. Evaluate the reply <ul><li>It is short and.simple . </li></ul><ul><li>Accurate and clear </li></ul><ul><li>It is reader friendly </li></ul><ul><li>written in Direct/indirect Approach </li></ul><ul><li>focussed writing </li></ul><ul><li>In Block format </li></ul><ul><li>Open punctuation[ no punctuation in salutation and complementary close] </li></ul>
  30. 30. Emplyoment messages [session-6/7] <ul><li>Litera scripta manet </li></ul><ul><li>[The written word governs] </li></ul><ul><li>Pen is mightier than the Sword </li></ul>
  31. 31. Applying for a job <ul><li>RESUME </li></ul><ul><li>C.V.=CURRICULUM VITAE [ latin words meaning course of life] </li></ul><ul><li>APPLICATIONS =SOLICITED LETTERS/UNSOLICITED LETTERS OF APPLICATIONS </li></ul><ul><li>COVER LETTERS </li></ul><ul><li>RECOMMENDATIONS </li></ul><ul><li>TESTIMONIALS </li></ul><ul><li>CERTIFICATES </li></ul><ul><li>CHARACTER CERTIFICATES </li></ul>
  32. 32. GLOBAL SCENARIO <ul><li>Life has been changing rapidly in the whole Globe..Changes come to the society in the forms of social Tsunami like French Revolution, Great Boar War, Indian freedom struggle for Independence, Renaissance, Chinese and Russian Revolutions,I.T Revolution, Great Depression of 1935 or Recession of 2008/o9,Russia breaking, and Germany getting united.. Changes swept the hemispheres with the arrivals of , A Gandhi ,A Christ ,A Napoleon or Keats, Google,the internet mobile phone and modern medicines .We have been bearing all burdens on our shoulders and moulded and shaped to be nicknamed as the modern man. We are the shockobsrevers. </li></ul>
  33. 33. How to face this society for survival <ul><li>IN THE CONTEXT OF GLOBAL CHALLENGES AND CONSTANT METAMORPHOSIS WE ARE TO MAKE OUR STAND STRONG WITH EFFICIENCY. </li></ul><ul><li>So there is a saying= </li></ul><ul><li>Lead </li></ul><ul><li>Follow </li></ul><ul><li>Or get lost. </li></ul>
  34. 34. Features needed for resume/cv <ul><li>Designing and formatting resume as per present market trends is essential. </li></ul><ul><li>It is passport to a good job </li></ul><ul><li>Resume or c.v be= </li></ul><ul><li>Individualistic </li></ul><ul><li>=highlight specific traits suited to you </li></ul><ul><li>Catch the attention of the reader </li></ul><ul><li>Sustain interest spelling out your strongest qualifications </li></ul><ul><li>Innovate and apply strategies in the opening paragraph </li></ul><ul><li>Middle section should show educational qulifications. </li></ul><ul><li>Close with thanks </li></ul>
  35. 35. A Resume <ul><li>A resume is a self-marketing tool that summerises your qualifications.Your resume should clearly and convincingly translate what you have done in the past into what you intend to do in future. Everything in it should answer the question ,’Why should the prospective employer hire me/ </li></ul>
  36. 36. Types of Resume <ul><li>There are 3 basic types or Formats of Resume; </li></ul><ul><li>Chronological </li></ul><ul><li>Functional </li></ul><ul><li>Combination of both </li></ul>
  37. 37. Traditional resume <ul><li>Two basic types of traditional resume; </li></ul><ul><li>Targeted resume=use targeted resume for </li></ul><ul><li>specific jobs. </li></ul><ul><li>This shows how you have focussed the job application for the special job </li></ul><ul><li>You have shown special qualification for that resume. </li></ul><ul><li>General resume=it is a description of your qualification and can be used for more job applications and can be sent to more than one company. </li></ul>
  38. 38. Chronological resume <ul><li>Chronological resumes are organised by date with the most recent listed first. </li></ul><ul><li>A chronological resume has information in each section organised by date with the latest information listed in the top and first within each section.For example,in the section containing your experience, your most recent position is described first.The Resume then describes each previous position, with the first position you held listed first. The same chronological method is followed in the sections like Education activities,community services etc. </li></ul>
  39. 39. Chronological resume writing <ul><li>Most employers prefer the chronological resume because it gives the information they need in a familiar sequence and helps them compare resumes. </li></ul>
  40. 40. Functional Resume format <ul><li>A Functional Resume provides information in a format that emphasises qualifications categorised by skills and knowledge and related accomplishments –by functions. </li></ul><ul><li>Experiences and accomplishments are grouped under function or skill headings important to your career objective in fields like-management,marketing,,sales, advertising, communication and leadership </li></ul>
  41. 41. <ul><li>Functional format is very useful for candidates who are out of job market for some years,or who have no employment experience or have held several jobs and now want to combine them to start a new one. </li></ul>
  42. 42. Combination format <ul><li>some applicants use this format of resume which are a mixture of chronological format and functional format. </li></ul><ul><li>This is useful for applicants who have no work experience </li></ul><ul><li>Useful for candidates who are entering job market fresh and new. </li></ul>
  43. 43. <ul><li>Now you can start preparation of your resume= </li></ul><ul><li>There are several sections in a resume= </li></ul><ul><li>Follow the principle of business communication but be creative to present the best possible picture of yourself </li></ul>
  44. 44. Sections of a resume <ul><li>Opening= </li></ul><ul><li>Education </li></ul><ul><li>Work experience </li></ul><ul><li>activities,achievements, honours ,awards service activities special skills </li></ul><ul><li>Personal data </li></ul><ul><li>reference </li></ul>
  45. 45. <ul><li>1.Opening=your name,address[school/college/home] telephone ,fax no, e-mail </li></ul><ul><li>Your job or career objective </li></ul><ul><li>Your basic qualifications </li></ul><ul><li> </li></ul><ul><li>Schooling beyond high school= name locations dates attended, degrees and certificates </li></ul>
  46. 46. <ul><li>Major and important courses studied academic honours,grade-point average[if high] special skills,significant achievements </li></ul><ul><li>Positions such as an instructor ,professor, research assistant or any such position </li></ul>
  47. 47. <ul><li>3.Work experience=employer names dates location titles positions held specific accomplishments,volunter work. </li></ul><ul><li>4.achievements </li></ul><ul><li>School and community awards honours publications </li></ul><ul><li>Travel,languages known ,other facts </li></ul>
  48. 48. <ul><li>5. personal data=[optional]health military services if any hobbies </li></ul><ul><li>References[optional] </li></ul><ul><li>Names of people who know you </li></ul>
  49. 49. Tips for writing a good resume <ul><li>Customise the resume in the line of your skills </li></ul><ul><li>Include details of your experience instead of saying in the resume= sale increased in the company where I worked= </li></ul><ul><li>better sentence will be= sales increased by 120 percent in 3 months when I was there. </li></ul>
  50. 50. A good cv leads to an interview and in turn to a good job <ul><li>in personal experience give results instead of simple tasks and positions </li></ul><ul><li>Be clear=trying to impress with a powerful vocabulary may be misleading </li></ul><ul><li>Proofread your resume removing jargons </li></ul><ul><li>Avoid use of humour in the resume </li></ul>
  51. 51. Make it attractive <ul><li>A thing of beauty is a joy for ever. </li></ul><ul><li>Keats </li></ul><ul><li>Do not use political or religious remarks </li></ul><ul><li>Express honesty which is the best policy </li></ul><ul><li>No mistakes in punctuation and grammar </li></ul><ul><li>If possible show it to others for remarks and new ideas </li></ul><ul><li>Your cv represents your true personality so be accurate </li></ul><ul><li>Do not write –reading is your hobby- every body writes this. </li></ul><ul><li>Rather highlight your team spirit/ leadership </li></ul><ul><li>Be unique /different </li></ul>
  52. 52. <ul><li>cover letter be prepared </li></ul><ul><li>Show online presence </li></ul><ul><li>Send a copy online if required </li></ul><ul><li>Have knowledge of electronic resume </li></ul>
  53. 53. Combination format of a resume