Letter Writing

1. BUSINESS LETTERSBUSINESS LETTERS
SKILL IN THIS FIELD CAN LEAD TO SUCCESSSKILL IN THIS FIELD CAN LEAD TO SUCCESS
WANT OF SKILL MIGHT PROVE DISASTROUSWANT OF SKILL MIGHT PROVE DISASTROUS

2. SYSTEMATIC WTITING PLANSYSTEMATIC WTITING PLAN
PRE WRITINGPRE WRITING
WRITINGWRITING
POST WRITINGPOST WRITING

3. PRE WRITINGPRE WRITING
A - Audience analysis (Who is my reader?)A - Audience analysis (Who is my reader?)
P – Purpose Identification (Why am I writing?)P – Purpose Identification (Why am I writing?)
S – Scope Determination (How much should I write?)S – Scope Determination (How much should I write?)
A – Analysis of the action desired (What do I want theA – Analysis of the action desired (What do I want the
reader to do?)reader to do?)

4. GATHER YOUR DATA- PREWRITING
TECHNIQUES
 ANSWERING THE REPORTER’S QUESTIONS-
 BRAIN STORMING
 FREE WRITING
 MIND MAPPING
• Outlining
• Storyboarding-

5. Answering the reporter’sAnswering the reporter’s
questions-questions-
• by answering
• who,
• what,
• when,
• where,
• why and
• how,
• you can create the content

6. Mind mapping
 means drawing information in
diagrams –
 looking at the topic from multiple
perspectives and then clustering the
similar ideas(Envision a wheel. At the centre is
your topic. Radiating from this centre, like spokes
of the wheel, are different ideas about the topic)

7. Brainstorming or listing-Brainstorming or listing-
 generating creative ideas through intensive
group discussion
• OutliningOutlining –– traditional method of gathering
and organizing information by breaking the
topic into major and minor components.
• SStoryboardingtoryboarding-- it is a visual planning
technique that lets you graphically sketch
each page or screen of the text. It allows one
to see how the document might look like.

8. POST WRITINGPOST WRITING
 REVISINGREVISING
 EDITINGEDITING
 EVALUATINGEVALUATING

9. READ THE MESSAGEREAD THE MESSAGE
Dear Sir
I am writing to complain that you haven’t paid any attention while
sending the goods to us. While we had ordered for 15 air
conditioners, you sent 50 air coolers instead. This is simply wasting
my time and is most annoying. What is the reason for this
nonsense? Have you any problems? Or is it simply due to sheer
carelessness? Whatever the reason, if this kind of mistake occurs
again, we shall stop our orders. Look into the matter carefully and
do the needful immediately.
Yours sincerely
Pradeep Bhatti
Purchase Manager

10. PRINCIPLESPRINCIPLES
A BUSINESS LETTER SHOULD:A BUSINESS LETTER SHOULD:
 BE COURTEOUSBE COURTEOUS – USE ‘PLEASE’ AND– USE ‘PLEASE’ AND
‘THANK YOU’‘THANK YOU’
 BE CLEAR AND CONCISEBE CLEAR AND CONCISE
 HAVE CORRECTNESS ANDHAVE CORRECTNESS AND
COMPLETENESSCOMPLETENESS
 HAVE POSITIVE APPROACH –HAVE POSITIVE APPROACH –
 HAVE ‘YOU’ ATTITUDEHAVE ‘YOU’ ATTITUDE – PREFER SECOND– PREFER SECOND
PERSONPERSON

11. STANDARD ELEMENTSSTANDARD ELEMENTS
 HEADING- Letter head or Sender’s address aligned with left margin
or few spaces away from the centre depending upon the layout of
the letter
 DATE - 3 June 2009 or June 3, 2009
 INSIDE ADDRESS- separated from the date by at least one blank
line
Address the letter to a specific person
A courtesy title should precede the recipient’s name
Addressee’s name and title along with the address

12. SALUTATION: Address by name rather than title
Choose a title ‘Dear Sir’
PUNCTUATION after salutation –
Formal Salutation - Use colon ( : )
Informal Salutation- Use comma (, )
SUBJECT LINE
MESSAGE
COMPLEMENTARY CLOSE – Sincerely, Cordially - widely accepted
Signature Block – Four lines below the complimentary close
Signature
Name
Title

13. ADDITIONAL ELEMENTSADDITIONAL ELEMENTS
ADDRESSEE NOTATION – Ex- Personal , Confidential or Please
Forward Through Proper Channel
NOTATION LINE – Attention: Mr. Yadav
REFERENCE INITIALS – Two spaces below the last line of
signature
block
ENCLOSURE NOTATION
COPY NOTATION
MAILING NOTATION

14. FORMAT / LAYOUTSFORMAT / LAYOUTS
4 POPULAR STYLES4 POPULAR STYLES
1. BLOCK FORMAT1. BLOCK FORMAT
2. MODIFIED BLOCK2. MODIFIED BLOCK
3. SEMI BLOCK3. SEMI BLOCK
4. SIMPLIFIED4. SIMPLIFIED

15. BLOCK LAYOUTBLOCK LAYOUT
 Extremely popularExtremely popular
 All elements except the letterhead areAll elements except the letterhead are
aligned to the left marginaligned to the left margin
 Open punctuation (no punc. mks) isOpen punctuation (no punc. mks) is
followed except salutation, complimentaryfollowed except salutation, complimentary
close and messageclose and message

16. MODIFIED BLOCKMODIFIED BLOCK
 Heading, complimentary close andHeading, complimentary close and
signature block are aligned with rightsignature block are aligned with right
marginmargin
 (modified is acceptable)(modified is acceptable)

17. SEMI BLOCKSEMI BLOCK
 Resembles modified block style exceptResembles modified block style except
that the start of each paragraph isthat the start of each paragraph is
indented.indented.
 This format is out of styleThis format is out of style

18. SIMPLIFIED LAYOUTSIMPLIFIED LAYOUT
 Resembles block format except that itResembles block format except that it
1.1. Omits salutationOmits salutation
2.2. Often includes a subject line in capitalOften includes a subject line in capital
lettersletters
3.3. Omits complimentary closeOmits complimentary close
Format convenient if recipient is not knownFormat convenient if recipient is not known

19. SALES LETTERSALES LETTER
 Is a means of marketing a product orIs a means of marketing a product or
servicesservices
 Cost effective and time efficientCost effective and time efficient
 Also a form of advertisingAlso a form of advertising
 Aimed at targeted / selected customersAimed at targeted / selected customers
 Before drafting, acquire a thoroughBefore drafting, acquire a thorough
understanding of the product/service, theirunderstanding of the product/service, their
status, age, interest, emotional concernstatus, age, interest, emotional concern

20. To make it effectiveTo make it effective
 AIDA MODELAIDA MODEL
 AttentionAttention
 InterestInterest
 DesireDesire
 ActionAction

21. CATCHING ATTENTIONCATCHING ATTENTION
through first paragraph by using
question,
quotation,
anecdote,
statistics,
appeal etc.
Ex: How can I develop my communication skills?
How am I going to perform in my interview?
Do these questions bother you? Our cd rom
accompanying our book has the answers

22. BUILDING INTERESTBUILDING INTEREST
 Build interest by highlighting the product’s key
selling point.
 Concentrate on the feature that distinguishes it
from others
 Make it stand out from others by using different
fonts, some designs or a unique style of writing

23. CREATING DESIRECREATING DESIRE
 Use persuasive words
 Convince the reader
 Use ‘you’ attitude
MOTIVATING ACTIONMOTIVATING ACTION
 Motivate reader to act ASAP
 Ensure that he asks for a demonstration, a
sample
 Post script

24. FORMATFORMAT
DateDate
HeadingHeading
SalutationSalutation
BodyBody
…………………………………………………..…………………………………………………..
………………………………………………………………………………………………............
............
Complementary closeComplementary close
SignatureSignature

25. Letter of creditLetter of credit
 Is a document issued by a 3rd
party that guarantees
payment for goods or services when the seller provides
acceptable documentation
 Usually issued by banks/financial institutes
 Three participants-
1.Beneficiary (person/company that will be paid)
2. Buyer/applicant
3. Issuing bank
Used in international trade
Governed by UCP (uniform Customs and Practice for Documentary
Credits)

26. TYPESTYPES
 Request for creditRequest for credit
 Enquiries about statusEnquiries about status
 Response to status enquiriesResponse to status enquiries
 Letter granting creditsLetter granting credits
 Letter refusing creditsLetter refusing credits

27. Structure
1.Heading
2.Date
3.Inside address
4.Salutation,
5.Message/body
6.Complementary close
7.Name

28. Complaint letterComplaint letter
We make a claim (a formal complaint) or
request an adjustment(a claim settlement),if
dissatisfied with a company’s product or
services.
Letters to bring the mistakes to notice of
those who own the responsibility

29.  Write a courteous, clear, concise explanation
 Purpose to claim or complaint & not to express anger
 Use very polite and courteous language
 Write as soon as you find the mistake
 Base your complaint only on facts
 Think patiently- not to assume that supplier is to be
blamed
 Provide a reference point- consignment/invoice no.
 Briefly explain inconvenience
 Appeal to the supplier’s reputation & sense of
responsibility and fairness
 State clearly what action you want the supplier to take
 Mention relevant documents enclosed & your
availability for receiving consignment

30. Letter of EnquiryLetter of Enquiry
 Asking information about the quality, price
and availability of the goods to be
purchased
 Use courteous language
 Types – SOLICITED or UNSOLICITED

31. Letter of quotationLetter of quotation
 Ultimate letters of enquiriesUltimate letters of enquiries
LETTER OF ORDERLETTER OF ORDER
-request for despatch and delivery of goods-request for despatch and delivery of goods
-must have details of quantity, size and-must have details of quantity, size and
other specificationsother specifications
- If a printed format used, should have a- If a printed format used, should have a
covering lettercovering letter

32. LETTER OF ADJUSTMENTLETTER OF ADJUSTMENT
 Replies to complaint
 Also called letter of regret
 Express apology & give reasons of causing
inconvenience
 Helps in restoring the confidence of customer
 Language and style not to be rude but
convincing
 Treat these letters as golden opportunity to build
customer loyalty & strengthen relationship

33. • Respond positively
• Never blame an individual/department
• Avoid lame excuses
• Do not promise that such mistakes will not
happen again
• Preferably say- you’ll do your best to ensure
that such mistakes don’t recur
• Admit your firm’s fault
• Thank customer for bringing mistake to notice
• Tell how you’d solve the problem