Module 4 Chapter 3

3. Business Communication
Business

A business is any activity that a person does to make a living (Bouing, 2012) by
producing or buying but is not limited to working in a company or corporation, - it can
range from a street peddler to a being part of a formal organization or partnership. The
etymology of "business" relates to the state of being busy either as an individual or
society as a whole, doing commercially viable and profitable work.

The term "business" also refers to the organized efforts and activities of individuals to
produce and sell goods and services for profit. If the business refers to the enterprise or
firm, this is engaged in commercial, industrial or professional endeavor. The term "trade"
or business generally includes any activity carried on for the production of income from
selling goods or performing services. It is not limited to integrated aggregates of assets,
activities, and goodwill that comprise businesses.

Being part of informal business or a formal organization, you must be trained to make
communications for trading of goods, services, or both to consumers.

Communication

Communication is neither transmission of message nor message itself. It is the mutual

exchange of understanding, originating with the receiver. Communication needs to be
effective in business. Communication is essence of management. The basic functions of
management (Planning, Organizing, Staffing, Directing and Controlling) cannot be
performed well without effective communication. Business communication involves
constant flow of information. Feedback is integral part of business communication.

Organizations these days are very large. It involves number of people. There are various
levels of hierarchy in an organization. Greater the number of levels, the more difficult is
the job of managing the organization. Communication here plays a very important role in
process of directing and controlling the people in the organization. Immediate feedback
can be obtained and misunderstandings if any can be avoided. There should be effective
communication between superiors and subordinated in an organization, between
organization and society at large (for example between management and trade unions).
It is essential for success and growth of an organization. Communication gaps should
not occur in any organization.

Communication Patterns

Communication patterns are manners and approaches that we use appropriately in

particular situations and with particular people. Communication patterns are situation-
specific and oblige proper conduct. They are observed and done properly for a smooth
flow of business within a company and with other companies. Some prevailing
communication patterns used in business settings are the following:

Inviting Inquiring Listening Apologizing Lecturing Praising Self-criticism Offering Peace-

making Expressing

Some negative communication patterns cause trouble among employees in the work
place but through tactfulness, a communicator propels it to a meaningful discourse:

Evading Self-justification Blaming Judging

Disclosing Questioning Insulting

Business Communication

As already discussed in the previous lessons, communication can be of two major

divisions: oral communication and written communication. An oral communication can be
formal or informal. Generally business communication is a formal means of
communication, like: meetings, interviews, group discussion, speeches etc. Written
means of business communication includes - agenda, reports, manuals etc.

As the term suggests, business communication includes all communication that occurs
in a business context. Knowledge of business communication presupposes an
understanding of both business and communication. Although business communication
have their roots in the “Business English” and “Business correspondence” as how they
were called in the late nineteenth and early twentieth centuries, business communication
has evolved over the years into a broad discipline all communication that occurs in
organizational settings - like what contemporary world needs now.

Business communication is goal oriented. The rules, regulations and policies of a

company have to be communicated to people within and outside the organization.
Business communication is regulated by certain rules and norms. In early times,
business communication was limited to paper-work, telephone calls etc. But now with
advent of technology, we have cell phones, video conferencing, emails, and satellite
communication to support business communication. Effective business communication
helps in building goodwill of an organization to thrive.

3.1. Scope of Business Communication

Scope of Business Communication

Business encompasses different disciplines. The following are the scope of business
communication:

1. Managerial Communication. It usually refers to an emphasis on communication

strategies for achieving specific short-term objectives. Someone who heads an office or
department should have a knack in business communication.

2. Organizational Communication. Organizational communication refers to established

communication networks and the communication flow within organizations. Knowledge
in effective writing is a requirement to succeed in this endeavor.
3. Human Relations and Team Building. To build interpersonal relationship, one
should bank on his interpersonal skills which include human interaction. The business
and industry have increasingly recognized the importance of good interpersonal
communication between and among those who work together. Such skills are also
important to the success of customer relations programs and strategic alliances.

4. Sales Communication. It includes all communication specifically designed to

produce sales, from media-based advertising, to telephone solicitation, to direct-mail
advertising.

5. Report Writing. It focuses on written reports, typically including everything from short,
informational memos to letter reports (basically long letters that include headings and
other report-writing techniques), to complete analytical reports.

6. Communication Technology and Electronic Communication. The world has

changed a lot and so was in business. The manner of business transaction became fast,
convenient, and comfortable. People use technology such as electronic mail (email),
electronic conferencing, Internet-based services, audio or video conferencing, or
multimedia presentations in communication. The industry has been using information
technology in business.

7. International Communication. It refers to as intercultural communication and

focuses on the ways in which cultural differences influence communication expectations
and behavior, including the length of time it takes to establish business and personal
relationships, differences in the conception of time itself, differences in nonverbal
communication, and differences in perceptions as they are influenced by language and
culture.

It is very important that when engaging into whatever type of business communication,
every person in the business organization from the top to lower rank should know the
basic concepts of business communication, and how to apply them in the daily operation
of the business. A little mistake in giving out the information because of wrongfully
conveying the message in any ways can cause damage to the business and worse can
cost millions to the company. It is advisable that when a person in the business
organization is communicating either through a co-employee or a client, knowing what
needs to be done is the right ingredient in order to communicate effectively.

3.2. Skills in Business Communication

Business Communication Skills

If you will be working in a company, you must have understood by now how important
business communication skills are. Skills in business communication are very significant
to efficient communication workflow among employers, employees, business partners,
and clients/customers. Gilbert Amelio (2011) said that developing excellent
communication skills is absolutely essential to effective leadership. The leader must be
able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to
others. If a leader can't get a message across clearly and motivate others to act on it,
then having a message doesn't even matter.

In business communication, there are two major types of communication: internal and
external. In internal communication, there is a transfer of knowledge between/among two
or more entities between the companies. On the other hand, the knowledge transfer is
carried out between the company employees and outside entities in external
communication. Both types of communication are crucial for the smooth running of any
business concern. The following are the constituents of business communication skills

1. Public Speaking Skills. As the name suggests, public speaking is done when you
speak in front of several people, be it in a small process meeting or a big conference.
This skill is the most important for executives at higher positions. You should develop
your skills regarding how you're going to present the information in a structured manner.

2. Email and Report Writing Skills. Writing skills are extremely essential for all
employees of the organization, irrespective of the position. Writing emails, reports, and
schedule are daily tasks carried out in a company in its everyday running. When using
written means of communication in business, remember to keep it short, formal and
precise.

3. Negotiation Skills. Negotiation skills are generally used by people who are working in
marketing and communication processes of the company. These skills are required
during telecommunication, written communication, or face to face communication.
Negotiation techniques are also considered one of the most necessary business
problem solving skills.

4. Follow-Up Skills. Many working professionals follow an incomplete method of

communication. They transfer knowledge from their side, but do not make sure if the
receiver has got the response and understood what is necessary. Follow-up of
information is what every executive has to do for making the communication cycle
complete.

5. Telephone Skills. Another significant aspect is how we sound when on the telephone.
Communication via telephone is quite common in today's corporate world, and to pass
on the message clearly, you need to develop good telephone skills. These oral
communication skills need to be improved especially by those working in the customer
service sector.

6. Voice Tone and Body Language. During face to face workplace communication, you
should have a pleasant and humble tone. Do not speak in a tone which would give an
authoritative and rude touch to the speech. Along with your tone, you should also be in a
good and confident posture. Practice business listening skills by giving others a chance
to speak out, and understand what they got to say.

Effective business communication helps you to:

anticipate problemsmake decisionscoordinate workflowsupervise othersdevelop

relationshipsmanage knowledge, ideas and creativity create a clear vision and energize
employees promote products and services
Along with these techniques at the workplace, you also should develop trust among co-
employees for honest and clear communication. When it comes to effective
communication, careful listening is one of the most vital essentials. Remember that clear
communication always leads to anticipated results. And good and effective business
communication skills will help you get positive results.

3.3. Importance of Business Communication

Importance of Communication in Business

It is always said that communication is vital in doing business. Business firms are highly
engaged in communication. A lucrative business is reliant on a powerful communication.
The company’s status and integrity is identified to its ability to articulate its magnitude
and productiveness. Clients entrust their dealings to companies that express their
intentions well and they become confident that the business they do with them will
prosper. They trust business firms that could pledge prosperity in their partnership. To
establish clients’ trust, a company verbalizes its enterprise and the opportunity it brings
through effective communication.

It is imperative to acknowledge that the kind of communication observed in companies is

different from the usual communication that takes anywhere. The people in business
firms have high level of verbal communication. They conform to the decorum developed
for the corporate world. In business, reputation and credibility need to be built up in order
to get clients’ trust and confidence. Having a sense of professionalism will bring a lot to
the business, especially in a long term relationship with employees and clients.

Business communication also encompasses employees within the workplace. Their

verbal ability fulfills the needs of an organized corporation. They can respond to every
concern may it be with colleagues, subordinates or superior and make sure that through
communication, they uphold harmonious relationship among each other.

There is a need to make sure that every business deal is attended to promptly. Business
communication encompasses not only communicating with external contacts but also
with employees within the organization. This will aid the business in being well-organized
and every matter whether it is a problem. People in the business world prefer to transact
business orally because it is more efficient and delivers faster results. However, since
they put essential correspondence in dossier, they use the written form.

Whatever type of communication companies use, they regard 'communication' to their

employees' engagement. Effective communication is at the forefront of significant
business processes and must be efficient so that employees can successfully share and
communicate information that helps to run a successful enterprise, and to drive the most
critical business processes. Effective communication is critical for a business to operate
at their peak level, and to ensure that everyone is on the same page.

3.4. Types, Modes, and Methods of Business

Communication
It is very important to know the types, modes, and methods of business communication
in order to know the specific etiquettes and standards to use in a specific situation.

Types of Business Communication

This is the movement of communication within an organization and among

organizations, viz:

1. Internal Upward Communication. It is a communication that comes from a

subordinate to a manager or an individual up to the organizational hierarchy. Examples
of internal upward communications are reports, feedback, forms, survey, updates, etc.
that employees submit to their immediate superiors, managers, or team leaders.

2. Internal Downward Communication. This type of communication flows from a

superior to one or more subordinates. This type of communication might be in the form
of a letter, a memo or a verbal directive. Example of this is a memorandum.

3. Internal Lateral Communication. Internal lateral communication happens among

employees in the workplace. This type of communication can be within or among
departments and it happens more regularly than other types of business communication
to increase their productivity. Examples of this are chats, email, app messaging, etc.

4. External Communication. This communication happens with people outside the

company but are related because of business dealings. Communication with external
parties (customers, vendors, business partners) happens not as frequent as the internal
lateral communication but deemed important since it is the bloodstream of any business.

Modes of Business Communication

The following are different modes of communication used in business:

1. Electronic Communication comprises different modes of communication out from the

traditional way. It includes e-mail, fax, teleconferencing and voicemail. This is used for
external contacts and for people within the business organization.

2. Employment Communication is a mode of communication used for employees but

specifically for accepting applicants for a job. It includes application letter, follow-up
communications, interview, and resumes.

3. Nonverbal Communication is a mode of communication that uses body language and

other means of communicating without the use of uttering words. It includes body
language, expression, gestures, professional appearance, time or space.

4. Verbal Communication is a mode of communication that uses the uttering of words in

communicating to external contacts and employees. It includes feedback, instructions,
presentations, and telephone.

5. Written Communication is a mode of communication that requires writing in order to

communicate. It includes letters, memos, proposals and reports.

Methods of Communication

Nowadays, the business world uses different platforms to somehow fast track
communication aiming to favorable responses. Blue Source (2020), listed a variety of
platforms that can be used to communicate in the three major forms above (verbal,
written, in person) that we use in the modern day:

1. Web-Based Communication. Web and cloud portals give businesses a novel way to
communicate via sharing and synchronizing of data from one person to the entire
company, regardless of location.

2. Video Conferencing. Video conferences allow pertinent business parties from all
over the globe to participate in an online video session or e-meeting, where information
is shared and feedback is given. The popular platforms are Zoom, Jitsi, Big Blue Button,
Google Meet, Microsoft Teams, Webex, Lifestyle, etc.

3. Reports and Presentations. Reports and presentations can be written or given via
digital media (e.g. PowerPoint presentations or Slides) in order to share data with
another via an online transmission or in a meeting.

4. Phone Meetings. Phone meetings involve a multi-party session where information is

shared (verbally), feedback is given, and questions are answered by the pertinent
parties within a business.

5. Personal Meetings. Personal meetings typically include a one-on-one, face-to-face

session where information is shared and/or relayed between the two parties. This can
include interviews or a general business meeting.

6. Suggestion or Feedback Box. Feedback boxes give businesses the ability to utilize
written (or digital) communication forms for anonymous, or non-anonymous, feedback
that is often given to management from personnel. They can include comments,
questions, requests, feedback, or general suggestions.

7. Email: Electronic mail is one of the most popular ways to utilize digital, written
communication systems for relaying critical information within a business. Such email
suites can be utilized on desktop workstations, tablet computers, and mobile devices.

8. Business Instant Messaging (Slack). Like email, messaging apps allow for digital,
written communication between two (or more) parties. However, while email is sent
somewhat instantly, it is usually a slower manner of communicating, and it may take time
to get a reply.

Module 5 – Chapter 3
3. Organizing Business Messages
"The ability to organize and express ideas verbally and in writing is the single most important
skill for all employees...... business letters, writing business reports or business memo writing, are
essential tools of the employee."

- Peter Drucker

After knowing and learning the rudiments of sentence and paragraph writing, you are now ready
to write. Business writing is different from academic writing. The success of your business
depends largely on your ability to write letters and other business devices.

Writing is one of the most important and valued skills in the business world today. The
introduction and development of electronic communications has increased the need for written
correspondence. More so than ever before, there is a requirement to ensure clarity and
effectiveness in the written message. E-mails may have reduced the need for stationery and snail
mail but they still require the writer to convey his thoughts clearly and concisely, following the
principles of good business writing.

A business letter is a formal communication between people or companies and it is written to

conduct some sort of business. For example, you might write to inform readers of specific
information, create proposals for clients, make an arrangement, request a price list, thank
someone for a service or apply for a job. It differs from personal letters exchanged by friends in
both its layout and content.

Writing letters has some pitfalls and many people go to great lengths to avoid it. Even when it
means losing the business or customers. The threat of facing a blank page or a bare computer
screen can be more powerful than the need to write a letter.

Every person within an organization is in customer relations, so writing an effective business

letter is an important skill for every employee, manager and business owner. Peter Drucker, the
father of the science of office management, says, "As soon as you take one step up the career
ladder your effectiveness depends on your ability to communicate your thoughts in writing and in
speaking."

Planning to Write

Writing a business letter takes planning. First of all, you must analyze your audience and
determine your purpose. Whatever the aim, create your letter from these goals. Then you need to
gather information, create an outline, write a draft, and revise it.

Business letters can be challenging to write, because you have to consider how to get your
reader’s attention. Getting the reader's attention is a tough job. If your letter is long-winded,
pompous, or says nothing of interest, you'll lose the reader.

Capture your reader's attention with a hard-hitting lead paragraph that goes straight to the point or
offers an element of intrigue. Then, hook the reader's interest: the hook is often a clear statement
of the reader's problems, needs, or wants. For example, if you are writing to a customer who
received damaged goods, acknowledge the problem and then offer a solution.

If your letter is an offer of something (a service, a product, or a contract), state the features and
the benefits of your offer in plain, simple English. Give the reader reasons why he or she should
buy your product or sign the contract. That creates a demand for your product. Finally, make the
action that you want the reader to take, clear and easy to understand.

3.1. Writing Business Messages

In writing business messages, explain the importance of adapting to your audiences, and list three
techniques for doing so. Readers and listeners want to know how your messages will benefit
them. The "you" attitude is best implemented by expressing your message in terms of the
audience's interests and needs.

Why do you need to avoid using "you" and "your" in writing the letter: Makes you sound
dictatorial.Could make someone else feel guilty.Is inappropriate for the culture.

Goes against your organization's style.

You can communicate negative news without being negative. When you are offering criticism or
advice, focus on what the person can do to improve. Express the facts in a kinds and thoughtful
manner emphasizing the positive. The following are tactful ways of communicating negative
messages:

Communicate negative news without being negative.Offer criticism or advice, focus on what the
person can do to improve.Show your audience members how they will benefit from complying
with your message.Try to avoid words with unnecessarily negative connotations; use meaningful
euphemisms instead.

Establishing credibility is vital to the success of your communication efforts. Your

communication must have: credibility, it is the measure of your believability.honesty, you will
earn you respect from your audience/reader.objectivity, you need to look at all sides of an issue.

awareness of audience needs.credentials, knowledge, and expertise- you have what it takes to
back up your message. communication style that supports your points with evidence.sincerity that
points out specific qualities that warrant praise.

People are more likely to react positively to your message when they have confidence in you.
Emphasize such factors such as honesty, objectivity, and awareness of audience needs, The
following are four ways of achieving a business like tone with a style that is clear and concise:

Style. It is how you express yourself, the words you choose, the way you use those words.Tone. It
is the overall impression. Most businesses aim for a conversational tone that is warm but business
like. Avoid preaching and bragging, avoid stale and pompous language, be careful with intimacy,
be careful with humor.Audiences can understand and act on plain English without having to
reread material to comprehend it.Use passive sentences to soften bad news, to put yourself in the
background, or to create an impersonal tone.

Correctness is the first consideration when choosing words. If you are not sure of correct
grammar usage, look it up; you'll avoid embarrassing mistakes and learn at the same time.
Effectiveness is the second consideration when choosing words. Many words have both
denotative meaning and a connotative meaning.

denotative- literal, dictionary meaning.connotative- associations and feelings evoked form the
words.

Try to to use words that are powerful and familiar. Avoid cliches, be extremely careful with
buzzwords, and use jargon only when your audience is familiar with. Explain how sentence styles
affects emphasis in a message. You can emphasize ideas in a sentence by

Devoting more words to them.Putting them at the beginning or the end of the sentence. Making
them the subject of the sentence.

3.2. Letter Structure and Parts

When writing a business letter, you should follow the format of a standard business letter. The
typical business letter usually consists of about six essential parts: the heading (and the date), the
inside address, the salutation or greeting, the body of the letter, the complimentary close, and the
signature.

The heading of the letter contains the full address of the sender. Most companies have letterhead
with this information already imprinted. The inside address coincides with the address that
appears on the envelope and contains the name, title and address of person to whom you are
writing. The salutation adds a personal touch to your letter and should be consistent with the
whole tone. Include the addressee's name and courtesy title along with the greeting. The body of
the letter is where you write the purpose of the letter. The complimentary close should be relevant
to the tone of the letter and the salutation. And, your signature should be hand written legibly
below the complimentary close. Electronic signature (e-sig); however, has become accepted
because most employees work from home.

Try to organize your letter logically, making smooth transitions between sentences and
paragraphs. It should be clear and concise, with short sentences and simple words. Use personal
pronouns and active voice. Avoid me, I, we, us in the beginning of the letter. Avoid also formal
and stuffy expressions (like "thanking you in advance", "as per", “be advised”, "in compliance
with your request" or “enclosed herewith”), and don't use technical terms unless you are positive
your reader will understand them as you do. You will never get what you're after, if your reader
doesn't get the message.

Write positively and with confidence. Try to put yourself in the reader's shoes and to anticipate
the reader's reaction to your comments. Don't be manipulative. Threatening, cajoling, begging,
flattering, and making extravagant promises are manipulative and are usually ineffective. In fact,
they may alienate the reader.

Don't ever forget to proof-read your letter. Check the spelling, particularly the name of the person
and company. Minor errors in spelling, punctuation, and grammar hurt your credibility. Make
sure that your letters look neat and tidy on the page. Sloppy appearance will detract from even a
well-written letter.

When you send a business letter you create an image of you and your company in the reader's
mind. When a reader scans a document he subconsciously builds a picture of the writer. The
writer can project the image of a conscientious, energetic professional, or the image of a bored
bureaucrat marking time with an antiquated company.
It is important to remember that a business letter is an official document. Of course, there are
many other communications between people and companies, for instance telephone
conversations, meetings and presentations. Still, a business letter is the most powerful
communications tool for providing structured and considered information in a formal way.

Keep the letter to one page. Business people are busy and do not appreciate unnecessarily long
letters. Most business letters are less than one A4 page long. If you need a second page for your
letter, you should think about whether you could say want you want to say using less words.

An important factor in the readability of a letter is the chosen font. The generally accepted font is
Times New Roman. However, in a recently conducted test, a company can save on printing ink if
other font style, such as Verdana, or Arial, will be used. The regular font size is 12. You also
have to ask the preferred font size used in a company you are writing and always consider your
audience. If you are writing to a conservative company, you may want to use Times New Roman.

In most cases, the business letter will be the first impression that you make on someone. The way
you write a letter and the etiquette you employ may have a significant impact on your success or
failure in business. Failure to observe correct business letter etiquette can result in you adopting
an inappropriate tone, causing offense or misunderstandings, lack of clarity or purpose and
hostility or soured relations.

The best writers strive to write in a style that is so clear that their message cannot be
misunderstood. Clarity should be the primary goal of your business writing style.

3.3. Letter Format

LETTER FORMAT

Businesses commonly use multiple communication formats to reach the widest audience possible
when conveying messages. Each communication format offers advantages or disadvantages
depending on the message being delivered and the individuals receiving the message. Also,
different communication formats may cost more than others. Many small businesses are
interested in the cost of business communication because they may not have large amounts of
capital for administrative services. Businesses must tailor their message carefully so the least
amount of confusion occurs when individuals receive the message and interpret its meaning.
knowledge in the sentence structure, paragraph structure, and knowledge in punctuation and
mechanics.

Depending on the purpose of your business letter, there are several formats from which you can
choose. The most widely used business letter formats are full block, semi-block (alternate block),
modified block, and memo. Remember, the format of the letter helps to establish its tone.

1. Full-Block Format

This is the most modern of the formats and the one most widely used; its clean direct look lends
itself well to technical communication, and its simple vertical format tends to reduce the error
rate since you simply do not have to be concerned about horizontal spacing to indicate new
paragraphs.
Eight Components of Full Block Format1. The heading includes the date the letter is written. If
you do not use letterhead stationery, you need to include your address over the date. 2. The
address above the salutation is the letter recipient's full address. This address should match the
address on the envelope.

3. The salutation is the line that begins "Dear..." Use Mr. for men and Ms. for women. Try to
obtain a name to whom you can address your letter. If you cannot obtain a name, you should use
"To Whom It May Concern" as a salutation. You can also include an attention line two spaces
down from the recipient's address as well as a subject line (if necessary).

Example:

DR. EMILIA M. MANANGHAYA CBA Dean

Attention: Technical Director Subject: Purchase Order #41763

4. The body of your letter contains the text of your message.

5. The complimentary close should appear two lines below the last line of the body, at the left
margin. Capitalize only the first letter of the first word and always end the line with a comma.
You can use a variety of closures including Yours truly, Sincerely, Sincerely yours, Best regards
or Best wishes.

6. Your signature should be in blue or black ink. Allow four vertical spaces for your signature.7.
The identification line contains your typed name, and, if you have one, your title. Depending on
the purpose of the letter. 8. Enclosures or distribution of the letter is placed two vertical spaces
below the identification line.

2. Semi-Block Format

       The only difference between the semi-block and the full block is that the alternate block
has a subject line. The subject line can save time for the receiver by informing her/him of the
purpose of the letter. The subject line is situated between the recipient's address and the
opening salutation. Skip two vertical lines down from the address and skip another two
vertical lines before the salutation.

3. Modified Block Format

        Modified block format differs from full block in the placement of the heading, date,
complimentary close, signature, and identification lines. These components should all start
about halfway across the page, and be aligned vertically. The sample also shows that you
begin the paragraphs of a modified block letter with a one-tab or three to five space
indentation. You should retain the vertical double space between paragraphs. Although
businesses seem to prefer full block format, modified block is acceptable. Many people
consider the modified block's appearance more balanced and traditional.

4. Memo Format
   Memos are mainly used for inter-office, institutional or organizational communication;
however, increasingly, the memo letter format is being used for formal, external
communications as well as in informal, internal communications. If the memo is used for
inter-office purposes, leave out the "Dear" salutation and the "Yours truly" complimentary
closure, and initial the memo to the right of your name.

Remember to proofread your letter for these items: 

1. Spelling of the receiver's name

2. Spelling of the receiver's place of business

3. Spelling elsewhere, including your own name and firm

4. Correct typing throughout

5. Correct dates

6. Subject-verb agreement

7. Pronoun reference

8. Noun-pronoun agreement

9. Punctuation

     You can also do a checklist. 

1. Did you type in a dateline to validate the letter as a record?

2. Did you place a colon after the salutation?

3. Did you place a comma after the complimentary close?

4. Did you sign the letter below the complimentary close?

5. Did you initial or sign the memo to the right of your name?

3.4. Optional Parts Business Letters

Optional Parts of Business Letters

The previous subchapter discusses the main elements or parts of business letters: letterhead, date,
inside address, salutation. body, complimentary close and signature block. Sometimes, a business
letter requires other parts. These are more specific elements that are only used only when needed.
A letter will still be a good letter even without these: they only perform special functions in the
letter. The business letter writer then decides of which optional elements will be included. These
elements are optional and they are the following:

1. Letterhead. This is usually the company or organization’s name that bears its identity. Some
companies have it specially designed and printed in the stationery.

2. Reference Initials. This part identifies the personnel responsible for making the letter. If you
make the letter yourself, you do not need to write your initials. If someone types the letter for
you, your initials will be written in capital letters and the typist writes his initials in small letters.
They are separated by a slash.

3. Enclosure or Inclosure Notations. These are notations that are usually written below the
signature block and leveled to the left margin if the other parts are not written. If you include
documents in the letter, put ‘encl’ or ‘enclosure’, and the document/s enclosed.

4. Copy Notations. These are notations that you will be distributing copies to some individuals. If
you want to addressee to know who will have copies, write ‘cc’ (carbon copy or courtesy copy).
If you want to hide the sender who will receive copies, write ‘bcc’(blind carbon copy). Then,
write the names of the people to whom you will give copies in alphabetical order.

5. Special Mailing Notations. When the sender wants to note the consideration to be given to the
letter, s/he writes in all capital letters SPECIAL DELIVERY, CERTIFIED MAIL, PERSONAL,
CONFIDENTIAL, PRIVATE AND CONFIDENTIAL, STRICTLY CONFIDENTIAL. It is
written before the inside address.

6. Attention Line. If you want to direct the letter to a particular person other than the addressee,
write ATTN: or ATTENTION: and the name of the person whom you are calling attention with.
It is written in the middle of the paragraph. It is also used to ensure that the organization responds
even if the person you write is not available at that moment.

7. Subject Line. Most writers who would like to give the gist of the communication put
SUBJECT: or RE: and the content or general idea of the letter. The subject line is drawn written
after the salutation.

8. Postscripts. These are items that the writer wants to emphasize.