business communicatin

2.  It is a letter written in formal language, used when writing
from one business organization to another, or for
correspondence between such organizations and their
customers, clients and other external parties.
 They are used for different purposes; like placing orders,
making inquiries, making credit request, requesting claims
and adjustment, to apologize for a wrong or simply to convey
goodwill. Etc.

3.  Even today, they are very useful because it
produces a permanent record, they are
confidential, formal and delivers persuasive,
well-considered messages.
 Style of letter depends on the relationship
between the parties concerned

4. Clarity
Economy
Speed
Delivery
Secrecy
Special features

5. To inform readers about specific
information
To persuade others to take action
To propose ideas
To advertise or to promote
To grab and retain the readers attention
To analyze the audience and determine the
purpose

6.  Heading or return address
 Date
 Inside address
 Attention line
 Salutation
 Subject line
 Body of letter
 Complimentary close
 Signature
 Reference and enclosure lines
 Copy line

7.  Includes the company’s logo / symbol / name,
address, ZIP, telephone number, fax number, email
address and website of the company.
 Printed at the top center/left or the right side.
SENDER’S ADDRESS:
 It is usually given in the letter head, but if there is
none, the Sender’s Name , Address and Contact
details can be typed.

10.  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.

11. The date is written in two styles.
1. The British Method (ordinal numbers) :
4th July, 2012
2. 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

14.  Includes the name and address of the firm or the
individual to whom the letter is written.
 Written on the left side, beside the margin, two spaces
below the date- line.
 Use Courtesy titles before names of the receiver such as
Mr., Mrs., Shri, Smt., Miss, Ms, Messrs, Dr, Prof., Capt.,
Maj., Col., Gen. etc.
 The address can also begin with a job title or a
department (if you don’t know the name). For e.g. : The
Sales Manager, The Accounts Department etc.

17.  It is a compliment or greeting. Written beside the left
hand margin, two spaces below the Inside address
and two lines above the body of the letter.
 It is followed by a comma (,) or a colon (:).
 Salutation depends on the gender, type, number or the
social status of the person addressed.
 Ex: Dear Sir,
Dear Madam,
Dear Amit Das,
Dear Mr. John,
Dear Nancy,
Dear Sales Manager,
Dear Customer,
Dear Ladies and Gentlemen,
Respected Sir,

20. Subject is used so that the reader
immediately knows what your letter is
about.
Use “Subject” or “Re”.
Subject usually comes between Salutation
and body.

21. The receiver's references i.e. the receiver’s
previous letter number is mentioned
under the heading reference.
This will enable the receiver to easily take
out a copy of his own letter from his files
and understand the matter in the reply.
e.g. Your Reference :MBM/SD/285/05
DATED 5th oct.2005

23.  Begins two spaces below the salutation.
 Contains the message or the information to be
communicated.
 Most important, lengthiest, prominent part- written in
correct, appealing and impressive style.
 Divided normally into 3 parts:
1) Introductory paragraph
2) Middle paragraph
3) Closing paragraph
 Double space between paragraphs.
 If letter exceeds one page, repeat the recipient's name,
date, reference/subject line and put page number.
 Continue your letter three lines below the heading.

25. It is written two spaces below the last line
of the body.
It is a polite way of saying “ Good bye”.
It depends on the tone and degree of
formality.
• Formal: Respectfully yours, Sincerely, Yours
faithfully
• Informal: Cordially yours, Warm Regards, Best
wishes

27. Written double space below the
complimentary close.
First comes Signature (pen written). Sign
your first and last name.
Second line - type written name.
Third line - business title.
The signature acts as proof

29. This line tells the reader to look in the
envelope for more.
Write Enc./Encl./Enclosure below the
signature block.
• e.g. : Enclosure
• Enclosures: 3
• Enclosures : Check #231 for $500
If you don't enclose anything, skip it.

30. If someone else has composed typed the
letter for you, it is common for them to
indicate so with initials.
Typically it is your initials in upper case
followed by the other initials in lower case.
SWA/KA - (composer/typist)
SWA:KA

31. When other people are to receive a copy
of the same letter, their names are noted
either by their ranks or by alphabetically.
Written just below the reference initials or
the enclosure whichever is last.
Type “cc” before the names if sending a
“carbon copy(to)” and “pc” for photocopy
(to).
CC: Jim Blue, Jennifer Louis

32. 1. BLOCK
 Each line of every part begins at the left margin.
 At least one line space between each part.
 Time saving method and beautiful to look at,
also known as American style.

33. 2. INDENT
 New paragraphs begin about 1.5 centimeters to
the right of the left margin.
 This style is also known as Hanging style.
 This method consumes a lot of time, looks
shabby , therefore out of practice.

34. 3. SEMI BLOCK/MODIFIED BLOCK
 Some parts are typed in block method and other
parts are indented.
 Return address, date, closing and signature
start just to the right of the center of the page or
may be flush with the right margin.
 Most widely followed method in our country
specially in govt. offices

36. Inquiry
Circulars
Quotations
Order letters
Cancellation of letter order

37. Inquiry Letter is a letter written to request
information and/or ascertain its
authenticity. A letter of inquiry deals with
various matters like job vacancies,
funding, grants, scholarships, projects,
sales, pre-proposals and others.

40. When an inquiry letter is received, answer
the questions as clearly and as concisely as
possible. if the questions cannot be
answered , explain the reasons and offer to
assist with alternate methods.

42. Jackson Brothers
3487 23rd Street
New York, NY 12009
Kenneth Beare
Administrative Director
English Learners Company
2520 Visita Avenue
Olympia, WA 98501
September 12, 2000
Dear Mr. Beare
Thank you for your inquiry of 12 September asking for the latest edition of our
catalog.
We are pleased to enclose our latest brochure. We would also like to inform
you that it is possible to make purchases online at jacksonbros.com.
We look forward to welcoming you as our customer.
Yours sincerely
(Signature)

43. Circulars or fliers are a highly effective
way to communicate with employees or
customers. Many companies use circulars
to enforce dress codes and policies or
invite employees to meetings or
luncheons. Circulars can also be used as an
advertising tool.

44. when it is used for external
communication for conveying messages to
customers and suppliers, it is called
a circular letter or a trade circular and
when it is used for internal
communication or within the
organization, it is called an
office circular letter.

47. Expansion of business
For new business
Changes in constitution of firms
Change in partnership
Miscellaneous

48. A letter of quotation is any letter written in reference to
the price of a service or product. This could range from
a customer or client requesting or accepting a quote, to
the supplier or service provider sending the quote
amount. Either of these letters could be headed as a
letter of quotation.
For example you would write a letter of quotation to a
ventilation company explaining your situation and
requesting a quote to complete the job.
Because money is likely to be exchanged it is important
for both parties to be clear about the service or product
in question and the terms of the agreement.

50. Kay Ventilation
4496 Lochmere Lane
Groton, CT 06340
Dear Kay Ventilation,
I am writing this letter for a price quote on replacing my central air conditioning system
in my home.
My house is 4500 square feet, and used two individual central air conditioning units.
There is about 6000 feet of ventilation piping that needs to be replaced, as well as two
compressor units and 6 control panels. I wish to source my own compressor units, but
you will be responsible for all the ventilation and control panels.
Please provide me with pricing information and how long it would take to complete this
job for me. I am looking for someone to complete this in less than a week, so please
account for that in your price quote.
Kindest Regards,
Bob Grenier

51. Dear Mr. Forbes,
You recently enquired about the price of regular cotton shipments to the
United States. At the requested amount, including tax, this will cost $12,000
per month.
Because we haven’t had the pleasure of trading with you before, and to
show how much we value your potential business, we will give you a one
year discount of $11,000 per month, providing you agree to terms within
the next 30 days.
We look forward to working with Shirts Zone, and hope this is the
beginning of a long and prosperous relationship.
Yours Sincerely,
Ajeet Kalyana
The Indian Cotton Company

53. An Order Letter is the one that is written
by the person/company placing the
request of purchase from another
company.

54.  A letter of order is a document that confirms
the details of a purchase of goods or services
from one party to another. It usually includes
more information about what you are
ordering, like quantity, model number, or
color, the payment terms, and the matter in
which the products are to be shipped. When
the recipient receives this letter, they will
process the order and send the merchandise.

55.  Mancini Kitchen Equipment
Troy D. Mancini
4220 Straford Park
Harold, KY 41635
Dear Mr. Mancini,
We would like to purchase twenty two (22) individual stand mixers (Model #43423), all in the color red.
We would like you to charge this purchase to the preexisting account that we have with you, business
account #543234.
We hope to receive this order no later than Friday, November 11th, 2009. Attached to this letter please
find our preferred shipping method and receiving address.
Please confirm that you received this order by calling us at 232-231-4563 anytime during business hours,
Monday to Friday.
Thank you for your cooperation
Keller Kitchen Co.

57.  When the buyer writes letter to the seller
requesting him not to deliver the ordered
goods, it is called letter of order
cancellation.
Generally, customer places orders for
delivering some specific goods in his
address. Having been received an order
from customer; the seller takes step to
deliver goods immediately.

58. OXFORD LIBRARY
(Publisher & Book Sellers) 15/3, Bangla bazar, Dhaka
Phone: 9412394-6
1st July, 2004
Manger
Central Book Corner
23, Newmarket, Dhaka
Sub: Cancellation of Order No. A/27/2/04 dated 20.06.03
Dear Sir,
We hope that you are in receipt of bur order No. A/27/04 dated 20.06.03 for 200 copies of M. A. Kalam’s Iktsic Accounting, but
we are surprised to notice your silence in the execution of the order within the stipulated time of July 10, 2004.
We therefore, have no other option but to cancel our order for your failure to execute the order in time as time was of prime
importance in this respect.
We now request you to kindly treat our order canceled. With thanks,
Yours faithfully,
Prabir Roy
Manager,
Oxford Library

62. Routine claim letters
A claim is a demand or request for
something which has a right to have. For
example, are fund, payment for damages,
replacement, exchange, and so on. A claim
letter is, thus, a request for adjustment. All
such requests can be divided into to two
kinds- routine claims and persuasive
claims.

63. When the writers believes that a direct
statement of the desired action will get a
positive response without arguments, he
can use the following sequence/pattern of
ideas
1. Request action in the opening sentence
2. Give reasons supporting the
request/action
3. End with an appreciation for taking the
action requested

64.  The writer of the claim letter obviously thought that a
routine request for exchange would be granted. He,
therefore, stated his claim in the sentence without any
complaints. Similarly, the replier to a routine request
claim letter knows that the recipient will be glad to know
that his request has been granted; he, therefore states it in
the first sequence with expression of willingness. The
details and closing sentence follow the opening easily.

65. Persuasion is used when we suspect that
the reader will not be ordinarily interested
in the message and the action to be taken.

66.  The persuasive pattern, also known as persuasive
organization, involves the following sequence of
ideas
1. The opening sentence in the persuasive
organization of business letters catches the reader‘s
attention by saying one of these things .A starting
statement of facts- Eg., Every second, 6 children die
of malnutrition in our country.
2. The middle section of the persuasive letters gives
details of the product; scheme or whatever is being
promoted. This section mainly describes the
benefits to the reader. It explains why the reader
should accept the proposal

67. 3. After arousing the reader‘s interest in the
proposal, request action, such as a “yes”
response to the proposed request.
4. The last paragraph acts as a reminder to
the reader of the special benefits he/she
should gain by accepting to act as urged,
and request action within the given
deadlines.

68. Guidelines for Writing “No” to a request
Indirect organization:
A negative response letter in a business
situation, such as a request for
replacement or credit or adjustment or
return of product, is bound to create
unpleasant feeling of disappointment in
the reader. Our purpose is to write about
the ’”no” information while producing the
minimum disappointment

69. To achieve the objective, we should pattern
the information as given below:
Begin the letter with a paragraph that
brings out the general situation as a
context in which the reader‘s request was
considered. Indicate in a neutral or
friendly tone the reasons that would lead
to a negative information or refusal.

70. Some of the possible methods Assure the
receiver that his/her matter is considered
with great understanding and care. Make
the reader believe that it is the
circumstances or situation, and not the
merit of his /her request that is
responsible for the no response. Agree
with the reader in some way (―You are
right that the guarantee period is one
year…) Give a sincere compliment

71.  Give facts, reasons and factors for refusal
 In the same paragraph, mention the refusal .it is
important not to highlight the refusal
 The end seeks to maintain good business
relations with the reader by suggesting to her/
him an alternative course of action or better deal
in future. The basic purpose of the indirect
pattern is to ensure that the reader is left
convinced that the refusal is not based on
arbitrary, subjective or personal reasons.

72. Report is an assigned communication for a
purpose and for a specific reader or
/receiver to give information.
A report can be defined as a communication
in which the writer gives information to
some individual or organization because it
is his or her responsibility to do so. It is an
assigned communication for a purpose
and for a specific receiver/reader.

73.  To make sound decisions and find effective
solutions
 To provide a formal, verifiable link between
people, places, and times
 To serve as permanent records
 To solve immediate problems
 To provide complete, accurate, objective
information
 Information about company‘s activities, progress,
plans, problems
 Specific Action
 Justify and Persuade
 Present facts

74. Reports are of two kinds:
 Formal reports that contain all essential
elements of a report
Semi-formal /informal reports

75. Reports made by filling in a printed form
Reports in the form of letters
 Reports in the forms of memos
 Reports on the progress and status of a
project
Periodic Reports
 Laboratory reports
Short informal report
Formal report

76. The purpose of the report is to help the
management identify the reasons
underlying a situation that the
management already knows. The
alternatives available for solving it and the
best course of action that emerges from the
study of all relevant facts and factors,
leading to specific conclusions regarding
the problem‘s existence and solution.

77. The reporting person
Their level of information and education
The reason for report
 The final results

78. A report presents facts, conclusions, and recommendations in simple
and clear words, in a logical and well-defined structure. The
elements of full report, in the order of their sequence are:
 Cover
 Title page
 Acknowledgements
 Table of Contents
 Executive Summary
 Introduction
 Discussion/Description
 Conclusions
 Recommendations
 Appendix
 List of references
 Bibliography
 Glossary

79. Media management is a term used for
several related tasks throughout post-
production. In general, any task that
relates to processing the media is
considered to be media management, such
as capturing, compressing, copying,
moving, or deleting media files.

80. A press release is pseudo-news story,
written in third person that seeks to
demonstrate to an editor or reporter the
newsworthiness of a particular person,
event, service or product.
A company sending matter for publication
prepared by its own staff is issuing a press
release.

81. Press releases are often sent alone, by e-
mail, fax or snail mail. They can also be
part of a full press kit, or may be
accompanied by a pitch letter.

82. There are seven basic elements that every
press release should have in terms of
content and how it appears:
FOR IMMEDIATE RELEASE: These
words should appear in the upper left-
hand margin, just under the letterhead.
Should capitalize every letter.

83. Contact Information: Skip a line or two
after release statement and list the name,
title, telephone and fax numbers of the
company spokesperson (the person with
the most information). It is important to
give their home number since reporters
often work on deadlines and may not be
available until after hours.

84. Headline: Skip two lines after the Contact
information and make use of a boldface
type.
Dateline: This should be the city the press
release is issued from and the date of
mailing the release.
 Introduction - first paragraph in a press
release, that generally gives basic answers
to the questions of who, what, when,
where and why.

85. Body - further explanation, statistics,
background, or other details relevant to
the news.
Boilerplate - generally a short "about"
section, providing independent
background on the issuing company,
organization, or individual.

86.  Close - in North America, traditionally the symbol
"-30-" appears after the boilerplate or body and
before the media contact information, indicating to
media that the release is ending. A more modern
equivalent has been the "###" symbol. In other
countries, other means of indicating the end of the
release may be used, such as the text "ends".
 Media Contact Information - name, phone
number, email address, mailing address, or other
contact information for the PR or other media
relations contact person.

87. It should be newsworthy
It should be factually true
 It should be brief and precise
 It should be drafted in a simple language
and conversational style
It is suitable for publication
 Who, what, where, when and why

88. Meaning :
 Physical equivalent of a Press Release
 Journalists called together
 What, when, who, why, where and how of
the story.
 Holding a press conference- acceptable
means of issuing information to the press
 Opportunity to communicate directly with
the representatives of the press.
 The latter in turn presents the news to the
public.

89. Definition :
A news conference or press conference is a
media event in which newsmakers invite
journalists to hear them speak and, most
often, ask questions. A joint press
conference instead is held between two or
more talking sides.

90. Press Conference is used :
 Launching a new product or service
 Improvement in old product
 New use of Old product
 Appointments and Promotion
 Opening new branch, giving awards
 Important dates
 Quashing a rumor
 Contract won
 Charitable events

91. Location
Set up
 Eats and drinks
 Timing
 Announcement
Rehearsal
Opening statement
 Ground rules
 Overselling the news value

92. A recorded conversation, usually
conducted by a reporter, in which an
individual provides information and
expertise on a certain subject for use in the
reporter‘s article

94. Eye Contact
 Maintaining eye contact with the reporter.
If on camera, do not stare at the camera.
 If interview is at a remote location and the
interviewer is in the studio or somewhere
else, DO look straight into the camera.
Do not get distracted by activity around

95. Posture
 Sit up straight but not like a stick! It helps to keep
the feet on the floor.
 Don't fidget (be restless, move around). If
standing, put one foot slightly in front of the other
to avoid swaying.
 Find a place to rest the hands and keep them there
-- folded on the lap works…
 Use gestures sparingly and naturally.
 Watch the nodding. Women tend to nod to
acknowledge the reporter's comments or
questions, but it may be interpreted as agreement.

96. Wrapping it up
 Leave time for questions.
At the end of the interview, recap any
commitments to get the reporter
additional information and tell them when
they can expect to get back to them.
Leave behind press materials. Make sure
they include the contact information for
follow up questions.

97. Group Communication is among small or
large groups, like an organization, club, or
classroom, in which all individuals retain
their identity.

99.  An act or process of coming together as an
assembly for a common purpose. A meeting
is a gathering of two or more people that has
been convened for the purpose of achieving a
common goal through verbal interaction,
such as sharing information or reaching
agreement.
 Meetings may occur face to face or virtually,
as mediated by communications technology,
such as a telephone conference call, a skyped
conference call or a videoconference

100.  Any meeting with any people anywhere
doesn't yet make a meeting. A convention or
meeting must be called in advance, according
to the common rules. The idea of sending a
notice of meeting is to ensure that all
participants are informed of the meeting well
in advance. Otherwise half of the board
members might meet behind the others' backs
and make decisions unbeknownst to the
others.

101. A notice of meeting is not strictly formal, but the
following items should be included:
 association calling the meeting
 meeting type: a general or a board meeting (such as
statutory spring or autumn meeting)
 meeting time
 meeting place
 reference to the purpose of the meeting – such as
changing the association's rules or other issues decreed
by the law
 person calling the meeting
 preferably the matters that will be discussed in the
meeting

103. An agenda is a list of meeting activities in
the order in which they are to be taken up,
beginning with the call to order and
ending with adjournment. It usually
includes one or more specific items of
business to be considered. It may, but is
not required to, include specific times for
one or more activities. An agenda may
also be called a docket

105. A resolution is a written document that
describes the actions taken by the board of
directors of a corporation. The minutes are
a written document that describes actions
taken and resolutions passed by the
directors during a regular board meeting .