Chapter Written Communication When something can be read without effort, great effort has gone into its writing.! —Enrique Jardie! Poncela Learning Objectives After reading this chapter, students would be able to understand: ‘© The principles of effective writing ‘© The3 x 3 writing process (pre-writing, writing and revising) for business communication ‘© The different forms of written communication used in organizations, such as business letters, memorandum, office order, office circular, notice, agenda, minutes, and performance appraisal (with pro forma) ‘© What are the different parts of business letter ‘© What are the different business letter formats ‘© The different types of business letters, such as enquiry letters, formal invitation letters, letters of| appointment (with pro forma) quotation and business tender letters, order letters, acceptance and cancellation (order) letters, status enquiry and trade reference letters, complaint and adjustment letters (PCED Any writing process comprises three stages—(i) pre-writing, (i) writing, (ii) editing/revising. “Editing” here refers to the preparation of a final copy of a written communication for circulation, publication, telecast, or broadcast. The ‘communication is read, corrected, modified, value-added, polished, improved, and made better. Read the two sets of information given here carefully and decide for yourself which one you find interesting to read and easy to understand: He put his left foot down first. He then declared, “That is one small step for man, one giant leap for man- kind,” Date 20 July 1969. Time 02.56 GMT. American Neil Armstrong becomes the first man to step on the moon. The astronaut stepped on to the moon’s surface that was a sea of tranquility. Twenty minutes after the first opening of the hatch of the Eagle landing craft. Armstrong had earlier reported safe landing of the lunar module. Now read this: 20 July 1969. Man takes first steps on the moon. American Neil Armstrong has become the first man to walk (on the moon. The astronaut stepped on to moon’s surface in the sea of tranquility at 02. 56 GMT, nearly 20 minutes after first opening the hatch on the Eagle landing craft. Armstrong had earlier reported the lunar module's safe landing. As he put his left foot down first, Armstrong declared, “That is one small step for man, one giant leap for mankind.192. * Business Communication Undisputedly, the second one reads better. This is because the first one is not edited, while the second one is edited Hasty or non-serious editing can result in something totally unacceptable, as a well-known Australian publisher found out. One of the pasta recipes in Pasta Bible required ‘freshly ground black people’ (instead of pepper), and this ‘silly mistake” caused the publisher a fair bit of embarrassment, To appease those who were offended, the publisher had to reprint 7000 copies of the book In another incident, the first line of a news article published by a reputed news Web site ran: “Hackers have unlocked Microsoft's new iPhone, allowing it to be used by any network.” In this case, the error made it look like the well-known iPhone was Microsoft’s product, and not Apple’s—an error most readers would be quick to spot. Effective writing involves the careful choice of words, their ‘organization in correct order in the form of ‘sentences, as well as the cohesive composition of sentences. The four essential elements of effective writing, irrespective of the forms used, are @ solid structure, (i) ‘erystal clear’ clarity, (i) candid consistency, ‘and (i) ‘level-headed selection of medium. Byery good writing should incorporate three structural elements—an introduction, a body ‘and a conclusion. This structural rule holds true no matter what form of ‘written communication ‘you choose from—a letter, a memo, an email, ora webpage. PRINCIPLES OF EFFECTIVE WRITING Written communication is of immense importance in today’s business world. Itis an innovative activity of the mind. As discussed in the previous chapter, selection of the mode and medium of communication is very important in business communication. While selecting from an array of different forms of written communication, such as letters, memos, circulars, notices, reports, etc., which again can be one-to-one communication or one-to-many communication, it is appro- priate to understand what is the nature of information—whether it i related to engineering, legal or financial data which requires direct, lucid ‘tell’ mode of communication, or it is related to marketing, motivating employees, which calls for indirect, persuasive ‘sell’ mode of communi- cation. ‘The four essential elements of effective writing, irrespective of the forms used, are: 1. Solid structure 2. ‘Crystal clear’ clarity 3. Candid consistency 4, ‘Level-headed’ selection of medium Solid Structure The structure of written communication is fundamental to how conveniently or inconveniently it is absorbed and understood by its receivers, Every good writing should incorporate three structural elements—an introduction, a body and a conclusion. This structural rule holds true no matter ‘what form of written communication you choose from—a letter, a memo, an email, or a webpage Here, the multiplicity of your approach may come handy as the receiver of your message can be ‘anyone—from just one person to a small team to huge number of company’s webpage viewers. 1, Introduction: An. introduction permits the receiver to comprehend the meaning contained in the message. A condensed, succinct, and ‘to the point’ opening ensures that the receiver of your message quickly reaches a decision of whether or not to pay attention and invest time in the content of your message. As time is a precious resource, the quicker you can ‘put across your point’ and the faster your receiver can make their decision, the more positively they will receive your message. 2. Body: The body of the message is where the gist of the content lies. The body of ‘your message should contain all the facts that would elicit a required response in the receiver. Statistics supporting facts and findings should be precisely included in the body of the message. 3. Conclusion: The conclusion is where you sum up your message, remind the receiver of your key points and leave them with a clear understanding of what is required of them. The more powerfully the message ends, the more easily your receiver will remember it.Written Communication © 193 Psychologists term the effect of remembering the first few items presented as ‘primacy effect’. Similarly, they call the effect of remembering the last few items presented, which is known as the ‘recency effect’. Since individuals hold opposing views about the effect that influences them the most, itis the best to make an effort to have both—a powerful and memo- rable introduction and a potent and significant closure. “crystal Clear’ Clarity A high degree of clarity is essential as an ambiguous message that gives mixed or confusing signals to your receiver may lead to confusion and may even lead hinv/her to ignore the message, Candid Consistency Consistency is what makes your message focussed and orderly. Avoid contradicting your- self. Your receiver usually remembers what you said or commented on something earlier. ‘Therefore, when you change your ideas slightly or greatly, they are bound to be noticed, As a result, your receiver may lose trust and your credibility may be at stake. People who distrust you are very unlikely to take the action you wish them to take. ‘Level-headed’ Selection of Medium ‘The choice of the medium of communication is an important factor. It has been observed that people tend to use the medium they are most familiar and comfortable with. However, using the same medium time and again may become tedious, monotonous, and trite, making your message inconsistent with its purpose, content, and urgency. Choose the medium that best ‘communicates your message on the given parameters: 1. high level of accuracy 2. likelihood of receiver comprehension 3. cost effectiveness As discussed in the earlier chapters, effective written communication is indispensible for any organization. The absence of it may lead to a message being interpreted erroneously, ‘thus, causing misunderstandings or miscommunications. Such miscommunication can result in disastrous consequences as the reputations of businesses, forecasts, and other important ‘goals are at stake, Effective writing involves the careful choice of words, their organization in correct order in sentence form, as well as the cohesive composition of sentences. In addi- tion, writing is binding and reliable compared to speech. While speech is spontaneous, writing ‘causes delay and takes time as feedback is not immediate. It is therefore imperative to lay emphasis on effective written communication in order to keep any kind of confusion at bay. Here are some universal guidelines to be followed while writing a message: 1. Be direct and concise. Be clear about the message and the meaning you wish to convey. Make your point upfront with minimal preamble. Communicate as directly, concisely, and economically as possible, almost as if you have to pay for every word. Frankly, people do pay for every word—with their precious time and the sharing of their thoughts. Never lose sight of this principle. 2. Be honest and genuine. Words are uttered and written by you, but true wisdom and inspiration worth reading and hearing comes from within. If you are honest and genuine about your opinions and express them well, people will be attentive and will respond with kindness. They will trust and feel comfortable doing business with you. In time, they will follow you—which is the essence of leadership. It ‘occurs at an emotional level. Vodafone conducts Vodafone Tales, which provides a platform for its employees to write about moments that exemplify the “Vodafone way of doing things”. The choice of the medium of communication is an {important factor. It has been observed that people tend to use the medium they are most familiar and comfortable with Effective writing involves the careful choice of ‘words, thelr organization in correct order in sentence form, as well as the ‘cohesive composition of sentences194 * Business Communication 3. Be present and open. Experience the moment—the here and now. You can only learn from the past and plan, but the present contains a tremendous amount of information and content. Its presence is momentary, it happens, and then it is gone. Listen attentively, not just to what people are saying, but also to the meaning and feeling behind the words. That is truly priceless, 4, Be confident but measured: Be confident and strong in your views and statements, but remember that whoever you are communicating with have their own thoughts, feelings, perspectives, ideals and objectives. Do not shove things down their throats or threaten. That might elicit responses you did not expect or desire. Be apologetic only when you have truly behaved in a regretful manner. In any business environment, adherence to the seven Cs of communication (discussed in detail in Chapter 2) and to the integrity, intensity, simplicity and succinctness (IISS) principle helps the sender transmit written message with ease and accuracy. 1. Integrity: It increases the degree of trust between the sender and the receiver. If there is even a slight sense of dishonesty in the message, the receiver who has been hitherto keen about the message may become sceptical about the intensions of the sender which may, in tur, affect the communication process. 2. Intensity: The degree of intensity of the message depends upon the credibility of the sender. If the sender himself believes in the message, then there is bound to be an ‘automatic conviction that comes in when the message is stated 3._ Simplicity: Simplicity of language i a pivotal factor is communication asthe lucidity of the messge a ideas can be best expressed in simple words rather than technical jargons. rao ata 4, Succinctness: This makes the message precise and concise. Short messages are cradicted, then it ensures expressed as well as comprehended more easily beryl “Brevity is the soul of wit, The same holds true for communication. Ifthe message can be vihewaneconfor ‘immed down and redundant verbosity eradicated, then it ensures the comprehension of the mmisinerpetation. ‘message without any room for misinterpretation. However, there is still a misconception that fone can make an impression on the receiver with wordy and lengthy messages. TECH WORLD Now Read Your Client's Business Card in Nineteen Languages Headquartered in Moscow, Russia, with offices in Germany, the UK, the United States, Canada, Ukraine, Cyprus, Aus- tralia, Japan and Taiwan, ABBYY is a leading provider of document recognition, data capture, linguistic technologies, and services. Its language services provide comprehensive linguistic solutions to corporate customers, Paper-intensive ‘organizations from all over the world use ABBY solutions to automate time- and labour-consuming tasks and to stream- line business processes Its new product, the Business Card Reader, enables users to accurately transfer contact information from paper business cards into their Android phone’s address book. The solution also allows users to search for additional information about new contacts across popular social networks and Google Maps. The card reader reads text in nineteen languages includ- ing popular European languages such as English, German, French, Malian, and Russian, providing business users with an efficient way to process both unilingual and multilingual business cards. Using the device’s camera and ABBYY’s mobile OCR (Optical Character Recognition) technology, the application intelligently locates contact data within a busi- ness card and saves it into the corresponding data fields. It allows users to not only create new contact records, but also quickly update existing ones with newly obtained information. The software simplifies the checking of eaptured data by highlighting uncertain characters in the resulting text and displaying the original photo for visual comparison. ‘The card reader also offers a simple and efficient way to Ieam more about a company or individual via the ability to search across social networks such as Twitter, Linkedin and Facebook, directly from within the application.Written Communication © 195 3 x 3 Writing Process 3% 3 writing process ‘comprises pre-writing, In addition to what has been already discussed, there are certain steps that need to be taken ring. and revising in the preparation of all business communication tasks in order to make the writing process easier and more effective. Mary Ellen Guffey, the author of Business Communication Process and Product, combines these steps into what she calls ‘The 3 x 3 Writing Process.” This process comprises three stages: 1. Pre-writing 2. Writing 3. Revising Each of these three stages can be further broken down into three steps each: Pre-writing All business messages normally havea purpose: ‘Step 1: Analysing It is imperative that before setting out to write a message, you ask your to inform; to persuade; self what is the purpose of the message and what media would be apt to deliver it (ie. via and collaborate. Based ‘email, letter, memo, presentation, ete.) For an effective business manager, itis important to 0 the purpose of your start with a clear purpose that connects him with his receiver’s needs. All business messages writen ena normally have a purpose: o inform: to persuade; and to collaborate. Based on the purpose of Sppreach and accordingly ‘your written communication you can strategize your overall approach and accordingly expect expect to accomplish your ‘to accomplish your objective. objective. To decide whether or not to proceed with your planned approach, ask yourself four ques- tions 1. Will anything change as a result of your message? 2. Is your purpose realistic? 3. Isit the right time to convey the message? Based on your answers to these questions, adapt your message to a specific receiver’s profile by: 1. Identifying your primary receiver 2. Determining receiver size and composition 3. Determining the geographic distribution of the receivers 4, Gauging your receivers’ level of understanding, 5. Understanding your receivers’ expectations and preferences 6. Forecasting the receivers’ probable reaction Step 2: Anticipating Determine what kind of receiver will be receiving your message and how they are likely to interpret it in order to determine the tonality of the message. Based on the purpose of your message, which could be fo inform. to persuade, of to collaborate, deter- mine the degree of the receivers’ participation and message control. Remember that informing your receiver requires little interaction, persuading your receiver requires a moderate amount of their participation, while collaborating with receiver requires the maximum amount of Participation from the receiver's side. For instance, in an organizational setup, if a message is to be sent to your supervisor to inform him about the status of a project, the tone of your ‘writing should be direct and formal. However, ifthe message is to be sent to a team in order to persuade them to work overtime for the completion of the project, the tone of your writing should be less direct and more informal. On the other hand, if the message is to be sent to a bigger group of employees working in different functional areas of your organization in order to ask them to collaborate in a blood donation camp organized as a Corporate Social Respon- sibility (CSR) initiative of the organization, the tone of your writing should be indirect and informal196 Business Communication Step 3: Adapting This step combines the analysis and anticipation stages. By adapting your communication to the needs and expectations of your receiver, you will not only provide a more compelling answer to the question—'Why should I invest my time in your message?” but also improve the chances of your message being sent across successfully. In order to adapt your ‘message to your receiver, follow the points given here 1 Be sensitive to your receiver’s needs by: (a) adopting a ‘you’ attitude (b) maintaining standards of business etiquette (©) emphasizing on the positive side of your message (@) using a bias-free language Build a strong relationship with your receiver by: (@) replacing terms that refer to yourself and your company with terms that refer to your audience (b) empathizing with your receiver sincerely and genuinely (©) highlighting your receivers’ benefits rather than your own (@) establishing your credibility, which is the measure of your believability based on how reliable you are and how much trust you evoke in others, by emphasizing on: honesty, objectivity, awareness of your receivers’ needs, credentials, knowledge, expertise, confidence, communication style, and sincerity (©) projecting the right image of your company by subordinating your own views and personality (f) responding to your receivers’ query promptly Control your style to maintain a professional tone by (a) being courteous to your receiver (b) controlling your emotions and not getting agitated while communicating, (©) avoiding the word ‘you’ when its use may be considered impolite or accusatory (@) softening the acerbic effect of your negative message (©) criticizing (if required) constructively without hammering on other's lapses (®) avoiding words that may be hurtful or offensive to your receiver (g) using bias-free language by avoiding words and phrases that unfairly and unethi- cally categorize or defame people in terms of gender, age, physical disability, nationality, race, ethnicity, ete. (h) adopting a style where the words have a conversational tone, conveying care, inti- ‘macy, and humour with ease, rather than indulging in unnecessary dramatics using plain English to convey information in a simple, unadorned style so that your receiver can easily grasp without struggling through specialized, technical, or complex language ])_using the active voice while structuring sentences in order to produce shorter, stronger sentences that make the message more powerful, concise, and easily comprehensible (k) use the passive voice when structuring sentences in order to demonstrate the “you attitude, especially when you need to be diplomatic, want to avoid taking or attributing the credit or the blame on others, or desire to avoid personal pronouns to create an objective toneWritten Communication © 197 By following these precepts and keeping the needs and interests of the receiver in mind, you can foster an empathetic relationship with the reader which may in turn help you success- fully fulfil the purpose of your communication. Writing Step 1: Researching This stage allows you to gather as much information, data, and facts as possible that are needed to write the message. For many kinds of business messages, you can informally gather information by: 1. Considering the viewpoints of others 2. Reading reports and other authentic documents, 3. Talking with supervisors, colleagues, or customers 4, using search engines, books, personal surveys, interviews ete. Step 2: Organizing In order to make your message coherent, you may use diagrams and outlines to help in grouping similar ideas together and thus narrowing the focus of the message. A good rule of thumb is to combine information into groups of three to five catego- ries which will ultimately become the central ideas or headings of the message. Include all the information in your message that you think your receiver requires: 1. Using the journalistic approach by answering ‘who’, ‘what’, ‘when’, ‘where ‘why’, and ‘how’ 2. Providing accurate information, especially about your company and its operations Sticking by ethical standards while giving information 4, Ensuring that the information provided is pertinent to your receivers’ needs Step 3: Composing You may often write early drafts of your message in haste, which is not perfect, but these drafts serve as a way to put your thoughts down on paper for further refinement. As you compose your first draft, you can improve on your outline by rearranging, deleting, and adding ideas at the same time, overcoming what is called “writer's block” and maintaining your creative flow. For this, you need to focus on these three important elements: 1. Using strong words by selecting functional and content words correctly. (a) Funetional words including conjunctions, prepositions, articles, and pronouns express relationships and have only one unchanging meaning in any given context. (b) Content words such as nouns, verbs, adjectives, and adverbs are multidimen- sional and thus subject to various interpretations. Content words have two meanings: (i) denotative meaning, which is the literal or dic- tionary meaning: and (li) connotative meaning, which includes all the associations and feelings evoked by the word. In business communication, you should be careful with words that have multiple interpretations and are high in connotative meaning, 2. A.word may be (i) abstract, which expresses a concept, quality or characteristic, or (ii) conerete, which stands for tangible things (something that can be touched or seen), 3. Using effective sentence structures by selecting the optimum type of sentence and arranging words to emphasize the most important point in each sentence. For this you can also place the key idea either at the beginning or the end of a sentence or add a separate, short sentence to augment the thought. Keep the sentences short if the receiver of your message is a non-native English speaker. This helps them to process the message quickly and interpret it correctly. Medium-length sentences are useful for showing relationships among ideas and long sentences are often the best way to convey complex ideas, list multiple related points, summarize, or preview information. A good rule of thumb is 10 combine information {into groups of three 10 five categories which will ultimately become the central ideas or headings of the message. Include all the information in your ‘message that you think ‘your receiver requires As you compose your frst ‘draft, you can improve ‘on your outline by rearranging, deleting, and ‘adding ideas atthe same time, overcoming what is called ‘writers block’ and ‘maintaining your creative ow.198 * Business Communication 4, Organizing coherent paragraphs by focussing on a single unit of thought and keeping the logical link in an organized sequence of thoughts. Some characteristics of a well- developed paragraph are given below: (a) A paragraph is made up of several elements: (i) the topic sentence, which gives readers a general idea that will be covered in the rest of the para- graph; and (ii) the support sentence, which explains, justifies, or extends the topic sentence. (b) Well-developed paragraphs are: (i) unified, which deal with a single topic; (ii) well-supported, containing enough information to make the topic sentence convincing and interesting; and (ii) coherent, which appears in a logical order 50 that readers are able to understand the flow of thoughts. (©). Good paragraphs have transitional elements to show the relationship among sentences and between paragraphs. Transitions are words or phrases that tie ideas together by showing how one thought is related to another. They smoothen your writing and help readers understand the connections you are trying to make. First, put your ideas into a strong framework and then use transitions to link them together even more strongly. Transitions can be established in your paragraph by: (i) using connecting words; (ii) echoing a word or phrase from a previous paragraph or sentence; ii) using a pronoun that refers toa noun used previously; or (iv) using words that are frequent Thus a powerful paragraph can be developed by: (i) using illustration; (ii) giving comparisons or contrasts; (iii) highlighting cause and effect; (iv) presenting classification; or (v) dealing with problem and its solution. COMMUNICATION SNIPPET Facebook Unites Two Souls at the Age of 60 Plus For Hindi movie watchers and television soap opera viewers, Suhasini Mulay is a familiar face. People have watched her playing Aamir Khan’s mai in Lagaan, Akshaye Khanna’s mother in Dil Chahta Hai, and Bobby Deol’s grandmother in Humraaz, Very few know, however, that Suhasini is an agriculture technology graduate from Montreal’s McGill University, who also completed a course in Mass Communication from Montreal University, Canada. On coming back to India she tried her hands in various areas—working for such prestigious institutions as Doordarshan; the Film and Television Institute of India, Pune; making documentaries, and finally getting into acting with Hu Tu Tu, a film directed by Gulzar. Of late, Suhasini was in the news for breaking age-related stereotypes by not only getting married at the age of 60, but also by using the medium of the new age—the Internet—to find her Mr Right—Atul Gurtu. Until then, Suhasini, a winner of four National Awards for her documentary films and one National Award for acting, had had a successful professional life, but, on the personal front, she had lived alone for twenty years out of any relation- ship, so much so that marriage had ceased to be in the picture. One day, atthe insistence of one of her friends, she opened a Facebook account. On Facebook, a new world opened up for Suhasini. She saw people made friends with strangers, and shared their most intimate details with each other. Initially, she found it very strange. How- ever, having realised that this was the future of communication, she started visiting the site, and one day someone recommended Atul’s (her husband’) profile to her. They soon became friends, and tied the knot in an Arya Samaj wedding on 16 January 2011Written Communication © 199 Revising Step 1: Revising or editing Since the first draft is rarely good enough, revising allows you to edit messages to be sure that they are clear, conversational, concise, and readable. This is done by reading and re-reading the drafts to eliminate wordiness (using more number of words than required) and redundancies and find places where bulleted lists, bold fonts, and other visual aids would be helpful and appropriate. The nature of revision or editing will vary according to the medium you are using and the nature of each message, but itis important to revise all the messages you send since the receiver of your message will equate the quality of your message with the quality of your thinking, decision making, and other business skills. Step 2: Proofreading This allows you to check spelling or grammatical errors as the sense of credibility and professionalism could be lost with a single mechanical error. Step 3: Evaluating In order to evaluate the quality of your message, ask yourself if the final product ended up suiting both the purpose and the needs of the audience. You will often have to go through this step quite a few times before feeling comfortable enough to actually send the message. DIFFERENT FORMS OF WRITTEN COMMUNICATION USED IN ORGANIZATIONS Depending on the requirement and the organizational culture, different forms of business messages may be used at a workplace. Some common ones used across the world are: 1. Business letters Memorandum Office order Office Notice, agenda, and minutes Performance appraisal (with pro forma) BUSINESS LETTERS Letter writing is an art. Even though letters have transformed into electronic/technology- backed e-mails and text messages, they are still revered as an art; only the medium has changed. In organizations, inter-organizational communication is usually done through busi- ness correspondence in a letter format. Business letters are the life-breath of any business. This is because a letter can reach where technology has not reached or you cannot reach your- self, Thus, a letter plays the role of your representative or ambassador. It is found that nearly 70 per cent of the world’s international business correspondence is done through letters Business letters are part and parcel of any business organization because of the following reasons: 1. Enable drafting at convenience. A letter can be composed at leisure and over a period of time, revised, and edited before presentation. In this respect, it differs from an oral presentation. It can be read by the recipient at his/her leisure. The recipient can make his/her own markings on the message received. It is a challenge to the communicator and his writing skill—a challenge which may reap handsome rewards, 2. Have extensive reach. Within cities or outside them, within a country or overseas, a letter reaches its target readily. Through letters, an organization can reach thousands of people located at thousands of different places. The nature of revision or editing wil vary according tothe medium you are using and the nature of each message. Business letters are part ‘and parcel of any business ‘organization. It is found that nearly 70 per cent of the world international business correspondence is done through letters.200 * Business Communication 3. Serve as a record for the purpose of law. A written record is useful in law and for clarifying matters in the event of a dispute. Oral deals can be ‘airy’ while a written record is a solid evidence. This is the reason why oral or telephonic discussions are confirmed through letters. 4. Serve as a record for reference. A letter can be kept by the recipient for reference at a later date or drafting a reply. Instead of relying on memory alone, one can see the matter in black and white. A letter can be read in conjunetion with other documents or within a chain of previous letters. 5. Solidify a business brand. A decent letter helps establish a business relationship which can be developed further with future deals. An oral conversation is heard only ‘once, whereas a letter may be read many times, over days and months. Ongoing letters to customers, dealers, etc. keep the relationship warm. 6. Help to expand business. Apart from the convenience of reaching remote places, letters enable the writer to explore new prospects in new territories. Sales letters can 420 in large numbers and do wonders for the sellers. Save money in communication. Video conferences and personal meetings are expensive to arrange. If the same job can be done through a letter, it is better to do so Letters are cost-effective in one more way. They save the hassles that may arise in a faulty oral presentation, 8. Are convenient for giving ‘not-so-good’ news. Sometimes, unpleasant or unwanted ‘news can be given with tact in a letter, e.g. a sweet No. Ifthe same message is conveyed verbally the receiver might not wait to understand the reason behind the decision! information conveyed and react angrily. A leter can explana situation in more detail. A letter also gives the recipient time to think before reacting, which is a major courtesy Parts of a Business Letter Business letters have different parts. All business letters have more or less the same elements as their main parts while some letters (depending on the appropriateness and demand of the situation) may have some additional elements as supplementary parts ‘Main Parts (Mandatory) of a Business Letter Heading Inside address (receiver's address) Salutation Body of the letter, Complimentary close Signature block ‘The heading has two sub-parts: (a) letterhead and (b) dateline. (a) Letterhead: It is the printed stationery that business houses use for their inter- organizational communication. It includes the company’s name, logo, address, web site, contact details such as phone numbers, fax numbers, e-mail addresses, ete. (see Illustration 7.1), Pr aweene ee Loans (b) Dateline: Writing the date is important in all types of letters. The date of writing ee ae the letter is mentioned one line below the last ine of the upper part of the letter- varied styles for writing head, without using the word ‘date’, as it is understood. However, for letters the date in their business written/typed on plain paper (without a letterhead), the date is mentioned either lewers. immediately below the retum address or in the upper comer on the right-handWritten Communication © 201 IMustration 7.4 Different ‘Types of Letter Heads Pollyanna PosveParvatan Pet. Lid side (in letters where the return address is not mentioned, in the upper comer on the left-hand side) Organizations located in different geographical regions/countries follow varied styles for ‘writing the date in their business letters (see Table 7.1) Table 7.1 Dateline Style Followed in Different Countries Geographical Regions/Countries Style Followed Examples International Standard ‘yearmonth-doy 45 March 2012 or 15.3:2012 US Standard ‘month (fll speling)-day-year March 15 2012 or apisi2 US Government day {in numerals}-month (ul spelling}-year 15 March 2012 or 15/3/12 European Standard the same as the one followed by the US Govern: 15 March 2012 ‘ment, except that the ‘slashes (diagonal lines or used between the day, month, and year) are 153.12 replaced by periods. Headings are different on pages other than the first. Letterhead stationery is used only on the first page of the letter but paper of the same size and quality is used on the following pages. The top margin is one inch, Continuation heading includes page number, and letter date, It may have vertical or horizontal display and may be followed by a double space and at least one complete text paragraph,202. * Business Communication Table 7.2 Some Examples of Inside Addr Mr Rohan Gupta’ Prof. S.N. Verma, PR Officer Dean ~ Academics MCD (Muncipal Corporation of Delhi) ABC Institute of Management New Delhi — 110 001 New Delhi — 110 025 Table 7.3. Some Examples of Salutations ‘+ Dear sir (when the addressee is a male) ‘+ Dear madam (when the addressee is a woman, married or single) ‘Dear srs (when the addressee is a firm whose name is prefixed with M/s or Messrs) ‘© Dear Shei Bakshi or Dear Dr Pradhan or Dear Ms Naik (when addressing by name) + Dear customer, Dear subscriber, Dear editor 2, Inside address (receiver’s address): It is used in both formal and informal letters. It consists of the receiver's courtesy ttle, the receiver's name, the receiver's professional title, department name, company name, the receiver's street address, city, state, and PIN code. It is written/typed in the left margin, a minimum of three lines beneath the dateline (see Table 7.2). 3. Salutation: It is the message greeting. It is the equivalent of Namaste or Namaskar in India. It is worded to complement the first line of the mailing address and the relationship between the sender and the receiver. Either a mixed or open punctuation style (explained later in this chapter) can be used. It is omitted in the simplified letter format (explained later in this chapter). Itis written/typed in the left margin. See Table Contents of the body are 7.3 for some of the common salutations, ee 4. Body of the letter: It contains the real message of the letter. It begins below the @main body line. salutation, with a double-spaced line in between. It uses single spacing within seeking action/response, paragraphs, double spacing between them. It may have blocked or indented paragraphs, and a closing section depending on the letter format. This part should be drafted with utmost care. It can be via phrase Ihe broken down into convenient paragraphs. In the block letter format, paragraphs are ‘Thank you for your | indiated by leaving one line's wort of space. Contents of the body are so planned “We areal your service that there is a clear introduction, a main body, a line seeking action/response, and a atall times or ‘Looking closing section with a phrase like “Thank you for your time and attention’ or “We are forward to hearing from at your service at all times’ or ‘Looking forward to hearing from you soon’, etc. you soon’, et. * 5. Complimentary close: It ends the message. This is equivalent to ‘Goodbye’ in conversation, and is followed by the signature of the writer. It is worded to match the formality of the letter. It is wrtten/typed in double-spaced format after the paragraph The degree of text and placed horizontally to align with the date (if it is written in the left hand formality used in ‘upper comer of the letter). Uppercase is used only for the first letter of the first word, ‘he complimentary Itis punctuated using the same style used in the salutation. The degree of formality conclusion depends on used in the complimentary conclusion depends on the relationship between the sender the relationship between (aaa fer and receiver. See Table 7.4 for the relation between the opening salutation and the complimentary close. 6. Signature block: It contains the writer’s signed name, written/typed name, and title. It is written/typed four lines beneath the complimentary conclusion. It may ‘mention the writer's courtesy title before the name, especially when the name doesn’t suggest writer’s gender. It is signed (without courtesy title) in the space between the complimentary close and the written/typed name (see Table 7.5).Written Communication © 203 Table 7.4 Complimentary Close/Signatory Used with Different Types of Salutations Salutation Complimentary Close/Signatory Description sir Yours faithfully, This is used in official correspondence with superiors and with Government Madam Yours truly, departments. Dear sir Yours faithfully, This is a standard complimentary close in almost all types of correspondence, Dear sirs Yours truly, Dear madam Gentlemen Dear Mr Sinha Dear Ms Gandhi Dear Or Rao Dear professor Saxena Dear Sanjay Dear Sudha Dear VII Yours sincerely, Sincerely yours, Yours cordially, Yours sincerely, Its ess formal. tis used when the writer is familia with the correspondent. This is used in informal letters such as personal or social letters. Table 7.5 Different Types of Signature Blocks Signature Block Description Yours faithfully, Savita Prasad or Faithfully yours, Savita Prasad or Regards, Savita Prasad Used in highly formal and oficial/business letters. Here, the first name along with the surname of the sender is written/typed. Yours sincerely, Lalit Aggarwal or Sincerely yours, Lalit Aggarwal Used in less formal socal, official and goodwill business letters. Here, the frst name along with the surname ofthe sender is written/typed. Yours lovingly/cordialy, Soni or Lovingly/cordially yours, Soni Used only in informal and personal letters. Here only the frst name and NOT the surname of the sender is writen/typed. Supplementary Parts (Optional) of a Letter: 1. Attention line Subject line Company’s name in signature block Enclosure or attachment notation Copy notation Postscript Attention line: It helps in directing the letter to the right person, position, title, or department. It is used when the company’s name is mentioned in the first line of the inside address. It is placed beneath the company name in the inside address (current trend) or in line one double space below the inside address (traditional). It is written/typed in uppercase or combination of upper and lowercase letters. The word ‘Attention’ is not abbreviated. Either a colon or no punctuation is used after204 * Business Communication The word ‘Attachment"is used iftems are atached (sin soft copy) and not enclased (asin hard copy). The Bec (blind courtesy copy) is used (in emails) to conceal copy distribution from other addresse(s) the word ‘Attention’, The salutation should be matched with the inside address and not the attention line. 2. Subject line: It helps identify the main topic of the letter. It is written/typed on a line one double space below the salutation and one double space above the body of the letter. It may be centred, written/typed along the left margin, or indented as a paragraph. However, the word “Subject” is omitted in the Simplified Letter format and in the other two letter formats—Full Block and Modified Block, the word is written/typed followed by a colon, 3. Company’s name in signature block: It is normally used in letters of contract. It is typed in uppercase in a line that is separated by a double-space from the complimentary close. It is used when a letter has contractual implications. It is aligned vertically with the complimentary close. Here, the leter is printed on plain paper rather than on a letterhead, Enclosure or attachment notation: It indicates the names of the additional material(s) inserted in the envelope or attached as soft copy (in the form of zipped folder, Word doc, Excel Spreadsheet, PDF or jpg files, etc.) in the email. It helps identify items sent along with the letter and is written/typed in a line that has a single ‘or double-space gap from the signature block. The word ‘Attachment’ is used if items are attached (as in soft copy) and not enclosed (as in hard copy). The notation word may be spelled or abbreviated as—Enclosure/Ene. or Attachment/Attach. 5. Copy notation: It helps identify others receiving the letter. It is normally used when letters are sent to someone in addition to the direct addressee(s). It may be displayed as CC (courtesy copy) or C (copy). It is written/typed along with the left margin after a double-space gap below the signature block or enclosure notation, ‘whichever is last. The Bec (blind courtesy copy) is used (in emails) to conceal copy distribution from other addressees). Postscript: It is used to add a personal comment or to emphasize an important point discussed in the body. It follows the last notation and is formatted as a paragraph. It is written/typed with the “PS.” notation. Letter Formats Depending on the organization’s culture, letters can be written in different formats and styles. However, the commonly used letter formats are: 1, Full block format 2. Modified block format 3. Semi-block format Full Block Format Here, all parts of the letter are aligned at the left margin. It is the simplest ofthe letter formats. ‘The sequencing and placing of the different parts of a letter is done as: 1, Return address: It helps the receiver find out where the letter has come from and ‘whom to reply to. Here, a ‘line space” between the return address and the dateline can bbe skipped. (not needed if the letter is printed on paper with the company letterhead already on it.) 2. Dateline: Itis written below the return address in the style applicable to the geographic location of the organization, country, etc. (as already discussed). Here, too, a ‘line space’ between the dateline and the inside address can be skipped to allow “breathing space’ (some people skip three or four lines after the dateline). 3. Inside address: Here, the receiver's address mentioning his/her name, title and ‘company name is given. If you are not sure who the letter should be addressed to, leave it blank but mention the receiver's title, e.g., ‘Director of Human Resources’.Written Communication © 205 ‘A “line space” between the dateline and the salutation may be skipped to allow “breathing space” 4. Salutation: Here, salutations like—Dear Ms/Mrs/Mr Last Name’, ‘Dear Director of Department Name’, or ‘To Whom It May Concemn’—if receiver's name is unknown, are used. Note that there is a colon (:) after the salutation. A line between the salutation and the subject line or the body of the letter may be skipped. 5. Subject line: It is an optional element and thus may or may not be mentioned, However, it makes it easier for the receiver to find out what the letter is about. A line between the subject line and the body of the letter may be skipped. 6. Body of the letter: Here, the paragraphs should be single-spaced with a line space between each paragraph. A line between the end of the body and the complimentary close may be skipped. 7. Complimentary close: It indicates to the reader that you have finished your letter. Your letter may end with complimentary terms like: ‘Sincerely’, ‘Sincerely yours’, “Thank you’, ete. Note that there is a comma (,) after the end of the term and only the first word in is capitalized. Three to four lines between the conclusion and the printed name (of the sender) is skipped so that there is a room for the signature. 8. Signature block: The sender’s signature goes in this section. A business letter is usually signed with a pen, in black or blue ink. Letter Head Return Address: Line 1 and 2 Dateline (Month, Day, Year): Line 3 Inside Adoress: Line 4-5 MriisiDr (Full name of receiver) “ie/positon of receiver ‘Company Name ‘Address Line 1 ‘Adress Line 2 ‘Salutation: Dear Ms/Mr Last Name: Line 6 ‘Subject: Tite of Subject: Line 7 Body Paragraph 1 Body Paragraph 2. Body Paragraph 3. ‘Complimentary Close (Sincerely ..) ‘Signature Block ‘Sender's Name (Printed) ‘Sender's Tite Enclosures (2) Reference Initials (f required) IMustration 7.2 Full Block Format ofa Business Letter206 * Business Communication llustration 7.3. Sample of ‘Business Letter in Ful Block Format 9. Printed name: Below the signature block, there can be a printed version of the sender’s name, and if desired one can put his/her title or position in the line underneath it. A line between the printed name and the enclosure is skipped. 10. Enclosure: If letter contains supporting documents other than the letter itself, your letter should include the word ‘Enclosure’. If there is more than one, you would type, “Enclosures (#)° with the “#° denoting the number of other documents enclosed, not including the letter itself. 11. Reference initials: It is mentioned if someone other than the sender typed the letter. Here, the sender should include his/her initials in capital letters followed by the typist’s initials in lower case in the following format, e.g., AG/gs or AG:gs. See Ilustration 7.2 for block format and Illustration 7.3 for a sample of a business letter in block format. Sultana Lamps Pvt. Ltd 338 New Market, Mohali Tol: xxx 00% Fax: 3006200 ‘Sultana Lamp Pvt Lid Govt. Order Suppliers 338 New Market Mohali 18 March 2012 Mis Falcon & Co Baugh Bazaar Jammu Dear srs Subject: Exploring Business Opportunity \We have come to know ftom our branch ofce in Jammu that your fir can best represent our goods in Jammu and other adjoining cies and towns. There isa fair amount of business and it can certainly give you '@ turnover of INR 2,00,00,000.00 per year witha litle publicity (Our product, Sultana Lamps, whichis available in mutiple capacties, is well known in the market and can compete wel with other lamps. Our branch at Jammu wil help you considerably in giving wide pubicty inthe areas in which we would lke you to distribute them ‘A booklet containing our terms for operating an agency for us is attached. We are sure that you wll avail Yourstf ofthis opportunity and establish business relations with us. We assure you of our cooperation, \We look forward to hearing from you soon. Thanking you Yours faith, Satbeer Singh Manager - Sales Ene. As above Modified Block Format In this format, your return address, dateline, complimentary close, signature block, and printed name are all indented to the right half of the page. However, how far you indent is up to you. As long as the heading and conclusion are lined up, use your own discretion and make sure it looks presentable. See Illustration 7.4 for the modified block format and Illustration 7.5 for a sample of a business letter in the modified block format.Written Communication © 207 Semi-block Format In this format, your address, the date (the date can actually go on either the left or the right side), the closing, signature, and printed name are all indented to the right half of the page (how far you indent is up to you as long as the heading and conclusion are lined up). The first line of each paragraph is always indented, The indentation of the first line of each paragraph is the only difference between the semi-block and the modified block formats. See Illustration 7.6 for the semi-block (indented) format and Illustration 7.7 for a sample of a business letter in semi-block (indented) format Letter Head Return Address: L Return Address: Line 2 Dateline (Month, Day, Year: Line 3 MriirsiM/Dr Full name of receiver: Line 4 Tite/Positon of receiver ‘Company Name ‘Address: Line 1 ‘Adress: Line 2 Dear Ms/Mrs/M Last Name: Line 5 ‘Subject: Tite of Subject: Line 6 Body Paragraph 1 Body Paragraph 2. Body Paragraph 3 Closing (Sincerely .), Signature ‘Sender's Name (Printed) ‘Sender's Title Enclosures (2) Reference Initials (tf required) Envelope The selection of the right kind of envelope is part and parcel of effective business letter writing. Letterheads and envelopes should be of the same paper quality in terms of thickness, brightness, and colour. Most commonly, envelopes that are nine and a half inches long are ‘used for sending an 8.5 x II inches sheet folded in thirds Writing Mailing and Return Address on the Envelope ‘The mailing address should be identical to the inside address on the letter. It should be written/typed slightly below and to the left of the centre of the envelope in single-space. It must have the city, the state, and the PIN code as the last line. Likewise, the return address, which is the sender’s address, should be the same as that mentioned on the letterhead. It may lustration 7.4 Modified Block Format of a Business Letter Letterheads and envelopes should be of the same paper quality terms of. thickness, brighmess, and colour208 * Business Communication lMlustration 7.5 Sample of ‘2 Business Letter in Modi- fied Block Format Sultana Lamps Pvt.Ltd. 338 New Market, Mohali Tel: xxx xxx Fax: xx xx ‘Sultana Lamps Pvt. Lt. Govt. Order Suppliers ‘388 New Market Monat 18 March 2012 Mis Falk & Co Baugh Bazaar Jammu Dear sis Subject: Exploring Business Opportunity \We have come to know from our branch office in Jammu that your firm can best represent our goods in Jammu and other adjoining cies and towns. There isa fair amount of business and itcan certainly give you ' turnover of INR 2,00,00,000.00 per year witha litle publicity (Our product, Sultana Lamps’ whichis available in multiple capacties, is well known in the market and can compete weil with other lamps. Our branch at Jammu wil help you considerably in giving wide publicty inthe ‘areas in which we would lke you to distribute them ‘Abooklet containing our terms for operating an agency for usis attached. We are sure that you wil aval Yoursetf ofthis opportunity and establish business relations with us. We assure you of our cooperation, \We lok forward to hearing from you soon. ‘Thanking you. ‘Yours faith, Satbeer Singh Manager - Sales Ene. As above be pre-printed or typed and is placed in the upper-left comer of the envelope. It should have the writer’s name, initials, and/or location above the pre-printed return address, It can be typed using single spacing and ttle case Although this isthe basic structure of a letter, it can be fine-tuned further to suit the purpose for which itis written and the person to whom itis addressed. Apart from the type of envelope selected and style adopted for writing on them, the following points need to be kept in mind. 1. The envelope should be of the same colour and quality as that of the stationery. 2. They should be large enough to hold the letter and any enclosures without unnecessary folding. 3. Return and mailing addresses are required to be written appropriately on the envelops. Notation, if mentioned, should be clearly mentioned. 5. Addressing on the envelope should follow the style given here: (a) The return address should be in the upper left comer (b) The mailing address should be slightly below and to the left of the centre (©) Delivery instructions, if mentioned, should be given in double-space below the stamp in uppercase (d) Handling instructions, if mentioned, should be given in double-space below the return address in uppercaseWritten Communication © 209 Retum Adéress: Line 4 Retum Adress: Line 2 Date (Month, Day, Year: Line 3 Mriirsini/Dr Full name of receiver: Line 4 Tite/Positon of receiver Company Name ‘Address Line 1 ‘Address Line 2 Dear MsiMrsiMe Last Name ‘Subject: Tite of Subject Body Paragraph 1 Body Paragraph 2. Body Paragraph 3, Closing (Sincerely .), Signature Sender's Name (Printed) Sender's Tile Enclosures (2) “Typist iitals Memorandum ‘The memorandum (or memo, as it is commonly known) is an important tool of intra- ‘organizational communication. It is only used internally. A memo may be from one officer to another or between juniors and seniors. It travels upward, downward, laterally, and diagonally within the organization, Itis more informal than a proper letter, and is a quick and precise way of informing people or getting things done. Memos have a twofold purpose—they bring attention to problems and they solve problems. They accomplish their goals by informing the reader about new information like policy changes, price increases, or by persuading the reader to take an action, such as attending a meeting or changing an existing production procedure. Regardless of the specific goal, memos are most effective when they connect the Purpose of the sender with the interests and needs of the receiver(s). Some organizations insist that even small events and requests be recorded in the form of memos. Few of its advantages are mentioned below: 1. It is a simplified form of communication so it takes less time to compose than letters, 2. Itmay be addressed to multiple receivers. Itis less formal (but not casual) than letters. Informal, routine, or brief reports are often distributed within an organization in a memo form. It helps in fixing the accountability of the sender and receiver, It may be delivered by hand, by the postal service, or through an e-mail, 6. The receiver gets time and the facility to think and act. llustration 7.6 Sem (indented) Format ofa Busi- ness Letter A memo may travel upward, downward, laterally, and diagonally within the organization.210. * Business Communication lMlustration 7.7 Sample of ‘2 Business Letter in Semi- block (indented) Format Sultana Lamps Pvt.Ltd. 338 New Market, Mohali Tel: xxx xxx Fax: xx xx ‘Sultana Lamps Pvt. Lt. Govt. Order Suppliers ‘388 New Market Monat 18 March 2012 Mis Falk & Co Baugh Bazaar Jammu Dear sis Subject: Exploring Business Opportunity We have come to know from aur branch office in Jammu that your frm can best represent our goods in Jammu and other adjoining cies and towns, There isa fair amount of business and itcan certainly give you 2 turnover of INR 2,00,00,000.00 per year witha litle publicity ‘Our product, ‘Sultana Lamps’ which is available in multiple capacities, is well known in the market and can compete well wth other lames, Our branch at Jammu wil help you considerably in giving wide publicity in the ‘areas in which we would like you to distribute them. ‘A booklet containing our terms for operating an agency for us i attached. We are sure that you will avail of tis opportunity and establish business relations with us. We assure you of our cooperation. \We ok ova to hearing am ou son Tank ou Yous tty, sateer Singh Manager ~Sues Ene. As sve 7. It is a legal document setting out the terms of an agreement or contract as in a ‘Memorandum of Sale’, a ‘Memorandum of Shipment’, or a ‘Memorandum of Understanding” Parts and Format of a Memo ‘Memos can be broadly divided into following segments: 1, Heading segment 2. Opening, context and task segments 3. Closing segment (including necessary attachments) Heading segment The heading segment follows the general format as given below’ To: (readers’ names and job titles) From: (sender’s name and job title) Date: (complete and current date) Subject: (what the memo is about)Written Communication © 212 Here, itis important to address the reader by his or her correct name and job title. You might call the company president ‘Anu’ on a golf course or in an informal note, but “Anurag Mittal, President’ would be more appropriate for a formal memo. The subject line also needs to be specific and concise. For example, ‘Clothes’ as a subject line could mean anything from a dress code update to a production issue. Instead, use something like, “Winter Clothes Line Promotion’ Opening, context and task segments ‘The purpose of a memo is usually stated in the opening paragraph to help the reader get a brief overview of what the memo is about before getting to the details. The context is the event, circumstance, or background of the problem one seeks to solve. Here, a paragraph or a few sentences may be used to establish the background and state the problem such as, “Through market research and analysis... A task segment, on the other hand, is an essential part of a memo which describes what is being done to help solve the problem. If the action was requested, your task may be indicated by a sentence opening, “You asked that I look at...” However, if you want to explain your intentions, you might say, “To determine the best method of promoting the new product line, I will...” Closing segment After the reader has been given all the information, the memo is closed with ‘a courteous ending stating what action is expected of the reader. For example, you might say, “Twill be glad to discuss this recommendation with you in our Wednesday meeting at the corporate office and follow through on any decisions you make.” ‘Necessary attachments (optional) This is included only when supporting documents such as lists, graphs, tables, etc. are attached with the memo. It is necessary that one refers to his’ her attachments in the memo and add a note about what is being attached (below the closing segment), such as, “Attached: Focus Group Results, July ~ November 20077 While drafting a memo, the following points should be kept in mind: 1. It should be short and to the point. It should adopt a direct style of communication. Unlike a letter, it should not have a salutation, Unlike a letter, it should not have a complimentary close. It must be authentic and duly signed by a competent authority. It should not be more than a page long. It should be single-spaced and left-justfied. Instead of using indentation to show new paragraphs, a line should be left after each paragraph. See Illustration 7.8 for memo format and Illustration 7.9 for a sample of a memo, ‘To: (readers names and job ties) From: (yourname and jb tite) Date: (complete and curent date) ‘Subject: (what the memo is about highighted in some way) Body Paragraph 1 Body Paragraph 2. ‘Atachments (optional) IMustration 7.8 Format of an ‘Office Memocandum212 * Business Communication llustration 7.9 Sample of ‘a Memorandum An offic order {sa downward communication tol Itmay be used for conveying an istructon about mainaining punctuality or a change fn working hours ‘which is required tobe complied with by the recipient. ilustration 7.40 Format of ‘an Office Order Inter-office Memorandum To: All stat, From: Devendra Joshi Date: 17 February 2012 ‘Subject: Stopping the Electricity Misuse thas been observed that staf members are not switching off the electricity switches ofights, fans and air conditioners after their duty hours. This has not only added tothe amount ofthe electric bls ofthe com- pany but also contributed towards energy wastage, All are hereby requested to sensibly make use of electricity and contribute towards the company’s campaign ‘Save Energy (Signature ofthe issuing authority) Office Order ‘An office order is, as the word signals, an order containing directions or instructions from a ‘manager to subordinates. Its a downward communication tool. It may be used for conveying an instruction about maintaining punctuality or a change in working hours which is required to be complied with by the recipient. In case of non-compliance of office orders, disciplinary action ‘may be initiated. In an organization, office orders may be issued on a variety of occasions such as transfers, the extension of the probation period of an employee, refusing leave to an employee, for compelling someone to work overtime to complete work, distribution of work, termination (dismissal) of services of an employee, granting promotion to an employee, declaring benefits, or for other office work. It is mainly used in government departments and public companies. An office order should be drafted carefully, typed and signed by the concerned authority. It has to be duly acknowledged by the person who has to comply with it. While drafting an office order, these points should be kept in mind: It should be short and to the point. It should draw the attention of the person(s) who have to comply with it. It must contain specific instructions or directions for compliance. It should be in memo format, meant for addressing multiple employees of all departments or branches (located at different geographical locations). It must be authentic and duly signed by a competent authority It should not be more than a page long. 7. It should be single-spaced and left-aligned. Instead of using indentation to show new paragraphs, a line should be left after each paragraph ‘See Illustration 7.10 for an office order format and Ilustration 7.11 fora sample of an office order. Bene Office Order To: (readers’ names and ob titles) From: (your name and jb tie) Date: (complete and curent date) ‘Subject (what the memo is about, highlighted in some way) Body Paragraph 1 Body Paragraph 2. Attachments (optional)Written Communication © 213 (Office Order “To: All stat From: Pratap Rajgharia, Date:4 May 2012 ‘Subject: Shifting to our new premises [As our business has made rapid progress, ithas dawned on us that our present premises are too small to carryout all our business operations. Consequently, some of our orders go unexecuted and others get delayed in execution ‘Therefore, we are shifting our business fo our new premises at 3239, Middle Complex Shopping Centre, Hong Kong, wth effec from 1 June 2012, Please make your arrangements accordingly \We are confident that with his move, we shallbe abe to serve our clients with more promptness and ef- ficiency, By Order: (Signature ofthe issuing authority) Office Circular ‘An office circular is used to bring important issues to the notice of employees or department heads. It may be used for conveying a scheme of discounts, a facility to employees, etc. It is in form of a letter addressed to all branches or departments of an organization and is drafted in such a way that the information is comprehensible to all concerned. ‘Whenever the management has to convey anything to the whole organization or a partic ular department, it uses office circulars. A circular may be issued for other purposes as well, such as to invite the office staff for a party orto inform them about the installation of a card- punching machine in the office. However, there isa difference between an office circular and a circular leter (see Table 7.6). Table7.6 Differences Between Office Circulars and Circular Letters Mustration 7.11 Sample of ‘an Office Order An offce cirlar is used 10 bring important issues to the notice of employees or department heads. Office Circular Circular Letter ‘Aletter or memorandum addressed to a number of people or A letter conveying some information from a business person or Intended for general circulation within the organization. organization to a large number of customers and/or suppliers outside the organization. Its anintra-organizational communication that seeks to bring to Its unsolicited communication sent to customers/suppllers notice Important isues within the organization, Usually brief and precise Being unsolicited, itis persuasive in approach with emphasis on the "You' attitude and an appealing format. While drafting an office circular, these points should be kept in mind: 1. It should be in simple language as technical terms may make it difficult. 2. Itshould be clear, precise and complete. 3. Itshould not be more than a page in length. 4 Itshould be single-spaced and left-aligned. A line should be left between paragraphs to show the starting of a new paragraph. 5. Itmust be authentic and duly signed by a competent authority.214 © Business Communication 6. Itcan be either in a letter or memo format meant for addressing multiple employees of all departments or branches (located at different geographical locations). 7. It should bear a reference number which is self-explanatory, indicating the purpose/ department for which itis issued. Note that the reference number of the circular (for example, HR/02/2012/9) shows that the circular is issued by the Human Resources Department in the second month of the year 2012, and that it is the ninth circular of the year. 8. Itshould have headings and lists to help the reader pinpoint certain kinds of information 9. Headings should be short and at the same time complete. For example, instead of writing “Canteen’ as heading, writing ‘Starting Office Canteen’ makes it much more specific. 10. For easy reading, important points or details can be given in the form of lists (bulleted ‘or numbered) rather than paragraphs if required. See Illustration 7.12 for an office circular format and Illustration 7.13 for a sample of an office circular, Circular ilustration 7.42 Format ot | D2 ‘an Office Circular Salutation Subject: Body Paragraph 1 Body Paragraph 2. Complimentary Close Sincerely.) Signature Biock Sender's Name (Printed) Sender's Tile Enclosures (2) Reference inas (f required) ilustration 7.43 Sample of Circular ‘a Office Circular Date: 4 ay 2012 Subject: Appointment of a New Branch Manager Dear a, take pleasure in announcing that we have with us Me Sherty Gil as our New Branch Manager. ‘Mr Gil has taken over from Mr Sushil Rawat, who, due to his persistent il heath could not continue with the organization Mr Gil wl be reporting to Mr Gangadhar Malik, the General Manager. \We hope that with your continued support and dedication, Mr Gl wil ake this branch to new heights We wish him al the very best. Sincerely yours sox (Signature ofthe issuing authority) Nishant Shekhar Manager ~ HRWritten Communication © 215 Notice, Agenda and Minutes Notices, agendas and minutes are some formal forms of written communication used in orga- nizations. Though they are primarily intra-organizational in nature, they can also be used for inter-organizational purposes. Let us see how each of these are drafted, Notice Anotice isa piece of information concerning a fact communicated to person(s)—employee(s), client(s), customer(s), supplier(s) or any other business associate(s)—by an authorized person ‘of an organization. In an intra-organizational communication context, where holding routine, functional, departmental, or board meetings is a frequent phenomena, notices of meetings along with the agenda are sent to all members in advance, A notice is also an important requirement in ending legal relationships. For example, the notice given to/by an employee for quitting a job on a certain date is a written notification given either by the employee to the employer, or vice versa. Many kinds of contracts require ‘that similar notice be given to either renew or end the contractual relationship. While drafting a notice of a meeting, the following points should be kept in mind: It should be writter/typed on the organizational letter head. It should be complete in terms of day, date, time, and venue of the meeting, It should mention the name of the members who would participate in the meeting. It should mention the name of the members who would preside over the meeting (under whose chairpersonship the meeting would take place). 5. It should be single-spaced and left-aligned. Instead of using indentation to show new paragraphs, a line should be left between paragraphs 6. It must include the agenda of the meeting See Illustration 7.14 for a possible format of a meeting notice and Illustration 7.15 for sample of a meeting notice. ‘Agenda ‘The agenda is a list of issues that need to be taken up in a meeting in a specific order, usually pre-announced. It usually includes one or more specific items that need to be discussed in order to take decisions. It may also include allotment of specific time slots for one or more activities. It is usually distributed to a meeting’s participants prior to the meeting along with the notice of the meeting, so that they may be aware of the subjects/topics going to be discussed, and are able to prepare for the meeting accordingly. While drafting an agenda, these points should be kept in mind: 1. Itshould be concise and complete. 2. Itshould not be more than one page long. It should be single-spaced and left-aligned. Instead of using indentation to show new paragraphs, a line should be left between paragraphs. It must be signed by its writer with the name and designation below it It must be clearly marked to the concemed person(s) or department(s) who is/are invited for the meeting. 6. Itshould clearly mention the date, time, and location of the meeting, followed by a series of points outlining the order ofthe items to be discussed in the meeting, A notice isa piece of Information concerning 4 fact communicated 10 person(s)—employee(s), lien(5), customer(), -supplier(s) or any other business associate(s)—by «an authorized person of an organization The agenda isa list of issues that need to be taken up in a meeting ina specific onder, usualy pre216 * Business Communication lMustration7.14 Format of ‘a Meeting Notice lMlustration 7.15 Sample of ‘a Meeting Notice Mohanlal & Sons Pvt. Ltd. 102, MA, Road Mumbai 400 007 Tol: xx 0 Fax: 2000 Notice Date: Subject Body Paragraph 1 Body Paragraph 2. Signature Block Sender's Name (Printed) Sender's Tile Enclosures (2) Reference Initas (f required) Mohanlal & Sons Pvt. Ltd. 102, MA. Road Mumbai 400 007, Tol xox x08 Fax: x0 xe Notice Date: 14 May 2012 Subject Sales Staff Meeting to Be Held on Thursday, 17 May 2012 ‘The staf meeting will beheld on Thursday, 17 May 2012, from 11:00 a.m. to 12:30 p.m. inthe conference room. ‘The agenda for this meeting i: '© To review the sales target ofthe previous quarter |= To discuss the problem faced in meeting the target '© To chak out a robust sales plan forthe nest quarter = Any other matter permitted by the Chair You are all requested tobe present in the meeting 290 (Signature of he issuing authority) ‘Abhay Saxena SecretaryWritten Communication © 217 Minutes Minutes are the written records of a meeting. They often give an overview of the strue- ture of the meeting, starting with a list of those present, a statement of the various issues before the participants, and their respective responses. They are often drafted by a secretary ‘or personal assistant present at the meeting, who may record the meeting in shorthand, and then type the minutes and send them to all the participants and concemned people afterwards ‘The minutes of certain entities such as a corporate board of directors can be used as important legal documents. While drafting a minute, these points should be kept in mind: 1. Itshould begin with the organization name, place, date, list of people present, and the time when the meeting was held 2. Itshould mention who presided over the meeting. 3. It should mention the names along with designations and departments of all the people present at the meeting, 4. It should also mention the names and designations of the people who were not present at the meeting in spite of being informed about it. 5. Since the primary function of minutes is to record the deci decisions taken or resolved to be taken must be included. 6. It should record what actually happened at a meeting, usually in the order that it actually happens, regardless of whether the meeting follows (or ignores) any written agenda. 7. Itmay be as detailed and comprehensive as a transcription, or as short and concise as a bare list of the resolutions adopted or decisions made. 8. Itis written in simple past tense such as: “The Chairperson informed the members’ or “The meeting ended with a vote of thanks” 9. Itmay use the passive voice (if required) such as: “The members were asked to share their experience’ or “The presentation was given by Mr Asit Barua, the Assistant Manager, Marketing’. jons made, all official See Illustration 7.16 for the format of a minute and Illustration 7.17 for a sample of a meeting minute. ‘Mohanlal & Sons Pvt Ltd 102, MA. Road Mumbai 400 007 Tol rx xx Fax: 00 XK Names and designations ofthe members present in the meeting Designation of the Chairperson of the Meeting Designation Designation Designation Designation Secretary amooe> Meeting activity 1 Meeting actvty 2 Meeting activity 3 Meeting activity 4 ‘Minutes are the written records of a meeting. They often give an overview of the structure of the meeting. IMustration 7.16 Format of a Meeting Minute218 * Business Communication lustration 7.17 Sample of ‘a Meeting Minute In an organization, performance appraisal ofits staff members is a continuous, year-round practice of exchanging {information between the ‘manager and employees ‘that begins and ends withthe formal annual performance appraisal ‘meeting followed by the Issuance of the letter of | ‘appraisal based on it PERFORMANCE APPRAISAL (WITH PRO FORMA) ‘Aperformance appraisal provides a formal platform for a manager and an employee to address the employee's role and how his/her work compares to the stated job description (JD) and that of the colleagues. Different organizations follow different performance appraisal systems for their workforce. For instance, Tata Power Company that deals in power allied services has a system called ‘TATA Reflections’, which is a multi-rater or 360-degree appraisal tool by which a leader is assessed by his peers, subordinates and his reporting officer. This brings out a more holistic view of an individual as opposed to the conventional assessment process where appraisal is done by the superior only. While Bajaj Capital has a relatively strong appraisal system where team members are asked to ‘write their own cheque’. Appraisals are based on the scores that a team member obtains through qualitative and quantitative parameters? Mohanlal & Sons Pvt. Ltd. 4102, MA, Road Mumba 400 007, Tel: xx x Fax: 20x x0 Minutes ofthe board meeting held on 27 March 2012, from 11:00 a.m. to 12:20 pm., in the board room. 1. MrAmitAnand Chief Executive Officer (CEO) and Chairperson of the Meeting 2. MrShayam Sethi Vice President - HR. 3. Ms Sushil Batra Vice President - Marketing 4, MrBalakrishna Director ~ Operations 6. MsShrutiGarg Director - Finance 6. MrAlok Kumar Secretary The following points were discussed during the meeting “Meeting activity 1 Mr Amit Anand welcomed the members and invited them to share the problem faced by ther in meeting the quarterly target. “Meeting activity 2~ Mr Shayam Sethi, Vice President HR voiced his concem about the high rate of attrition in the organization. Meeting activity 3 ~ Mr Balakrishna, Director — Operations, shared his concerns about the frequent labour strike in the factory Meeting activity 4 Inthe end, Mr Amit Anand ended the meeting with a vote of thanks It is an integral part of the employee’s permanent records with the organization which may use it to determine who stays or who gets laid off. The documentation of the appraisal process ‘may be used to support the termination of poorly performing employees and may also be used as evidence in case an employee contest the termination. Therefore it is important that these documents are accurate, ‘The letter of appraisal is designed to serve as a tool to help managers increase productivity, communicate expectations, accomplish the set goals for the coming year, and report the employ- e's success in meeting the previous year’s performance expectations. In an organization, perfor- ‘mance appraisal of its staff members is @ continuous, year-round practice of exchanging informa- tion between the manager and employees that begins and ends with the formal annual perfor- ‘mance appraisal meeting followed by the issuance of the letter of appraisal based on it. Its issued by the respective department heads and is meant to appraise the employee ofthe quality of hisfher ‘output. A lot of intemal disputes arise because of the insensitive way of dealing with issues in the letter of appraisal. Many of these disputes can be avoided if more attention is paid to getting these letters right. While drafting a letter of appraisal, these points should be kept in mind:Written Communication © 219 1. Itshould be in simple language 2. Itshould be clear, precise and complete. 3. It should be single-spaced and left-aligned. Instead of using indentation to show new paragraphs, a line should be left between sentences. 4. Itmust be authentic and duly signed by a competent authority. 5. Itshould be in the formal letter format. 6. It should mention the parameters on the basis of which performance appraisal is done. 7. Itshould mention the duration—quarterly, half-yearly, annual, fiscal year, ete. for which a particular performance appraisal is being done. 8, Itshould adopt an indirect approach (in case of negative feedback on performance), 9. Itshould adopt a direct approach (in case of positive feedback on performance). See Illustration 7.18 for the sample of a letter of appraisal given below: Zenith Pvt. Ltd Star Commercial Complox NOIDA, Sector-62 Tol xx Fax: 200 0K Date: 28 March 2012 Mr Sushant Sharma Assistant Manager ~ Marketing ‘Subject: Annual Appraisal Dear Mr Sharma, |am pleased to inform you that your performance during the nancial year 2011-2012 has been found to be satisfactory You have met most ofthe targets given to you and your teammates are also happy to work with you However, your absenteeism is now overshadowing your work record. We realize that your health has been ‘poor but one of our ob requirements is regular attendance. We have been facing some difficulty in sched Luling some projects due to your frequent absence from the office. We have discussed this subject with you several times earlier. Your attendance must meet our require ‘ments or we will have to think ofan alternative | nope you wil take this feedback in the right sprit and try to meet our expectations in future Wishing you all the best Yours sincerely, Piya Ghosal Manager — HR Different Types of Business Letters “There are various kinds of letters for different purposes, Letters can be broadly classified in two categories as 1. Formal letters 2. Informal letters Formal letters comprise official letters, business letters, letters of complaints, applica- tions, goodwill leters, letters to editors, etc. while informal letters take account of personal letters, letters that are written to our friends, family, and close business associates. Formal leters comprise official letters, business letters, letters of complains, ‘applications, goodwill letters, letters to editors, te. while informal letters take account of personal letters, letters that are written to our friends, family, and close ‘business associates Iustration 7.18 Sample of a Letter of Appraisal220 Business Communication Formal letters can be further divided into two types: 1, Business to Business (B-to-B) type letters 2. Business to Client (B-to-C) type letters Business to Business (B-to-B) Type Letters ‘These are letters that an organization sends to their existing, prospective, intemal or external business associates; financial institutions such as banks; regulatory bodies such as income tax offices; and government agencies such as the Ministry of Commerce and Industry. Some examples of B-to-B type letters are: 1, Arecommendation or an endorsement letter 2. Sympathy letter or letter of condolence to a person or family of close business associate 3. Invitation letter to join an event or function such as inauguration of a new office, manufacturing unit, the launch of a product or service, ete. 4, Letter of interest (as a reply to an invitation) that confirms one’s presence at the event! function 5. Letter of eredit to endorse certain business for consideration of a credit loan 6. Office memoranda, notices or circulars (sent to the organization's intemal clients— staff/employees) as reminders of company activities or imminent changes in the ‘company’s policy 7. Business introduction to refer a new business to prospective clients/customers and media 8. Business letter that talks about business plans and proposals (sent to investors, venture capitalists, banks) 9. Donation letter asking for donations (in NGOs) 10, Termination letter to dismiss an employee Business to Client (B-to-C) Type Letters ‘These are letters that organizations send to their existing clients—internal or external. Some examples of B-to-C type letters are: 1. Letter of acknowledgement to welcome or thank a client for choosing the company 2. Letter of appreciation to thank the client for having done business with the company 3. Reminder/follow-up letter (these letters are persuasive in nature) asking clients for reconsideration of the business proposals, 4, Apology letter to apologize for failing to deliver (consignments, ete.) within a given time frame Collection letter to send a notice of outstanding payments Letter of invitation inviting a client to join a certain gathering Marketing letter stating the new products or service that the company has launched 8. Rejection letter stating the rejection of the client's request/proposal Both B-to-B and B-to-C type letters follow formal tonality and format of writing. While writing these letters, we can select from any of the formats and punctuation style (as discussed above) that does justice to the formal tonality of the text Besides, some other common types of business letters are 1, Formal invitation letters 2. Letters of appointment (with pro forma)Written Communication © 221 Enquiry letters, Quotations and business tender letters Order letters Acceptance and cancellation (order) leters Status enquiry and trade reference letters Complaint and adjustment letters Formal Invitation Letters Formal invitations are sent by organizations on special occasions such as product or service launches, inauguration of office facilities or manufacturing units, acquisitions and mergers, annual sales meeting, etc. to invite dignitaries, the media, suppliers, clients, or any other stakeholder—internal or extemal. An invitation may be printed in the form of an invitation card or drafted in the form of an invitation letter. While drafting an invitation letter, these points should be kept in mind: It should be concise and clear, It may follow a memo or a letter format. It should be written in courteous language expressing personal feelings. It may be signed by the sender to give it a personal touch. It must be clearly marked to the concerned person(s) who is/are invited, It should clearly mention the date, time, and location. Itmay also include an RSVP mentioning the name and contact number of the person ‘who should be contacted for confirming the attendance of the invitee(s). See Illustration 7.19 for a sample formal invitation letter: MBA Department (DUMBA) University of Delhi 1 December 2012 Dear alumni, Delhi University MBA department (OUMBA) will be having a Grand Alumni Homecoming on 7 Decem- ‘ber 2012 at 2:00 p.m. at the Hotel Intercontinental as the celebration of the 75th Foundation Anniver- sary of DUMBA, ‘We cordially invite you to attend this event fo meet your old friends, classmates, acquaintances, and teachers, to reminisce memorable experiences and share stores of success and in particular to renew our ‘commitment to the noble ideals of our beloved Alma Mater. “The registration charges are Rs 2000 per person, which is payable atthe venue. These charges include those for an Alumni T-shirt, an Alumni ID, an Alumni souvenir, dinner, alive band, and raffle draws. For further inquiies, please contact our Alumni Secretaria at (011) 257-76541 or text us at 09173865631 Wie look forward to your presence a this unique celebration “Thank you very much Truly yous, ‘Aniruddha Sahay Dean, School of Management Letters of Appointment (with Pro Forma) ‘The letter of appointment is the written contract of employment between an employer and an employee. Itis issued by the human resource (HR) department of an organization, and sets Formal invitations are sent by organizations on special ‘occasions such as product or service launches, inauguration of ofce facilities or manufacturing units, acquisitions and ‘mergers, annual sales ‘meeting, etc IMustration 7.19 Sample of @ Formal Invitation Letter The lewer of ‘appointment is the written contract of employment between ‘an employer and an employee.222. * Business Communication iustration 7.20 A Sample Letter of Appointment An enquiry letter is writen by a buyer seeking details of ‘the quality, quantity, and price of goods or services along with the terms and conditions for procuring them (Grom a seller). out the terms and conditions of employment binding on both the parties by the obligations in the letter of appointment. The terms cannot be changed unless both parties agree in writing. A lot of industrial disputes arise because of uncertainties or mistakes in the letter of appointment. “Many of these disputes can be avoided if more attention is paid to getting the letter of appoint- ‘ment right. New recruits are given a letter of appointment before they join the organization. While drafting a letter of appointment, these points should be kept in mind: 1, It-should be in simple language as technical terms may make it difficult, It should be clear, precise and complete. It should not be more than one page long It should be single-spaced and left-aligned. Instead of using indentation to show new paragraphs, a line should be left between paragraphs. It must be authentic and duly signed by a competent authority It should be in the formal letter format It should mention the date, time, and location of joining the duty. It should mention the designation, salary, and job description for which the person is hired. 9. It should clearly mention the terms and conditions related to the job position being offered. See Illustration 7.20 for a sample letter of appointment: Magnum Computer Systems, Inc. P.0. Box 3919 Bangalore Tol: x 0 Fax: 20% 00 Date: 10 April 2012 Me Nikshit Botha Keith Nagar Bangalore Dear Mr Bothra, ‘Subject: Appointment forthe Post of Systems Manager \We are pleased to offer you an appointment, subject othe terms and conditions set out inthe leter of ap- Pointment attached, as Systems Manager in Grade B category at the annual salary of 18 Lac. However, in view of your skill and experience in relation tothe requirements of the post. the department considers that a probation period of 1 year is necessary to assess the suitability ofthe post offered. This offer of appointment is dependent upon the overriding condtion that you satisfactorily complet the probation Period during which appropriate training will be provided to you to enhance your skil sets. The probation Period will commence on 3 May 2012 and terminate on 2 May 2013 with an interim review on 30 April 2013. I within this period ether you or the department conclude that this post isnot suitable, then following consultation between you and the department, your employment may be terminated at that point by either of the parties, This overriding condition is reproduced in paragraph number 6 ofthe attached letter of appointment and we ould be pleased if you would incicate your acceptance of the terms and conkitions which govern your em Ployment by signing and dating the attached copy of the letter of appointment and returning itto us, Yours sincerely, ‘Sukrt Ghosh Manager - HR Ene. AS above Enquiry Letters ‘An enquiry letter is written by a buyer seeking details of the quality, quantity, and price of ‘goods or services along with the terms and conditions for procuring them (from a seller)Written Communication © 223 Accordingly, the response to such an enquiry letter is clear, concise and at the same time, complete it all respects. While drafting an enquiry letter or responding to the one sent by a ‘customer, these points should be kept in mind: 1. Itshould be clear, precise and complete because it serves as a deciding factor in any business deal. 2. It should give a detailed description of the goods/services intended to be sold or purchased 3. While seeking information on a product, a catalogue and price list may be requested, Likewise, if information is sought about a commodity, a sample may be requested, 4, While responding to an enquiry letter, the terms and conditions of the delivery of goods and the mode of payment (credit or cash) the selling company would like to stick to should be clearly mentioned It should be written in courteous language. It must be authentic and duly signed by a competent authority. Itmust be signed by an authorized person with the name and designation mentioned in the signature block. 8. It must be clearly marked to the concemed person or department for further action, 9. Itshould have a clear heading to help the reader pinpoint certain information. See Illustrations 7.21 and 7.22 for some samples of an enquiry letter: Moksha & Brothers Pvt. Lt 4102, M.A. Road, Mumbai 400 007 Tel: x00 Fax: 1000 00 lustration 7.21 A Sample Moksha & Brothers Pvt. Lt Enquiry Letter 102, MA. Road ‘Mumtai 400 007 2 September 2012 Ret: YT/269 Asia Brothers & Sons, 12, Staion Road, ‘Sri Lanka ‘Subject: Supply of raincoats and umbrellas Dear sis, We understand that you ae distibutors of raincoats and umbrellas of reputed companies. We deal in these goods and shall be glad to have your catalogue for them. A vst by your sales personnel wil be highly appreciated It your terms of sales are found suitable, we can offer you business worth INR 20,00,000,00 to '30,00,000.00 in the coming season, We shall be happy to receive an early reply. Yours faithfully, Mohan Sharma Manager ~ Sales224 © Business Communication IMustration 7.22 Another Sample Enquiy Letter After receiving an fenguiry letter froma willing party, the selling party writes a quotation letter responding to the (queries made in the enquiry eter. ‘Amit Brothers Cloth Merchants, 234 Cloth Markot, Mumbai Tel: 1x xe Fak: 20K ‘Amit Brothers Cloth Merchants 236 Cloth Market Mumbai Inia 24 July 2012 Rel: RDYI712 ‘Subject: Pattern Book and Price List Asia Brothers & Sons, 12, Staion Road Colombo, Sri Lanka Dear sir, Kinaly send us the latest pattern book of your cotton products together with your revised price list ‘Thanking you Yours fit, Mohan Sharma Manager ~ Sales Quotations and Business Tender Letters Quotations and business tender letters are some of the most formal written communications used in government organizations and business houses. They are normally written to be published in newspapers or company web sites. Quotation Letters Before we set out to know how to write or respond to a quotation letter, itis important that we understand the terms ‘quotation’, ‘bid’, and ‘offer’. In a commercial context, a quotation is a statement of the price of an item/service or of the market price of a security or commodity. It also refers to the price stated in response to an enquiry. A bid or offer (of a security) is the price at which buyers and sellers are willing to purchase or sell. The bid shows the current price at ‘which a buyer is willing to purchase something. The quantities at which these trades are placed are referred to as ‘bid size’. On the other hand, an offer is a communication that gives the receiver the power to conclude a contract. The more definite the communication in terms of quantity, quality, price, time and place of delivery, the more likely is it to constitute an offer. For example, if. selling party communicates to its customer in an offer letter, “We will provide you a dozen high-grade watches for INR 3000 each to be delivered to your shop on 31 December’, it becomes a legally valid offer which is likely to stand up in court After receiving an enquiry letter from a willing party, the selling party writes a quotation letter responding to the queries made in the enquiry letter. Since a quotation letter is written in response to an enquiry etter, it first acknowledges with thanks the interest shown by the buying. party in purchasing goods/services from their company. Secondly, it furnishes all the product- related information asked for by the willing buying party. While drafting a letter inviting quota- tions or responding to one sent by a customer company, these points should be kept in mind: 1. It-should be clear, precise, and complete, because it serves as a deciding factor in any ‘business deal 2. It should give a detailed description of the goods intended to be sold or purchased 3. While seeking information on any product such as consumer durable, apparel, etc., a catalogue and price list may be requested. Likewise, if information is sought for any commodity, a sample may be requested.Written Communication © 225 4, While responding to an enquiry letter, the terms and conditions of the delivery of the goods/services the mode of payment mode the selling company would like to stick to should be clearly mentioned. It should be written in courteous language. 6. It ust be signed by an authorized person with name and designation mentioned in the signature block. 7. Itmust be clearly marked to the concerned person or department for further action, 8, It should have a clear heading to help the reader pinpoint certain information, See Illustration 7.23 for the sample of a quotation letter or reply of an enquiry letter: ‘Asia Brothers & Son: 12, Station Road, Colombo Tol rox xxx Fax: 200 0K ‘Asia Brothers & Sons, een eee Mustration 7.23 Sample of . ‘8 Quotation Letier or Reply of 24 duly 2012 an Enquiry Letter Ret: ROYIT12 ‘Subject: Pattorn Book & Price List ‘Amit Brothers Cloth Merchants 234 Cloth Market Mumbai India Dear sir, \with reference to your letter no. RDY/712 dated 24 July 2012, we thank you for your interest shown in our ‘company. ‘As asked, we are sending you our pattern book together with the latest pricelist. The terms of business ‘are given inthe pricelist on page 2 ‘Thanking you. Yours faithfully, ‘Sudesh Ranatunge Manager ~ Sales Encl. One price list Business Tender Letters reir writr basiea) tenders help companies It is written in response to a ‘call for bids’ on a project. Depending on the requirement, it acquire new business can be as simple as a basic quote for a small job and as complex as the documents usually deals, government required when bidding on big jobs or contracts. Well-written business tenders help compa- cOniracts, and projects nies acquire new business deals, government contracts, and projects outsourced by big multi- eee a national companies to third-party vendors. arenas It may be of any of the following types: 1. Calls for bids or calls for tenders. These may be in the form of an open letter or short notices seeking to invite competing offers from different bidders willing to work, supply, or service contracts. 2. Open tenders. These are also called advertized tenders which are open to all vendors or contractors who can guarantee timely and quality delivery. 3. Restricted tenders. These are also called invited tenders, prequalified, short-listed, or selective tenders. These are open to selected prequalified vendors or contractors only.226 * Business Communication When the purchase onder of the buying party and the sales order of the selling party agree, the orders become a ‘contract between the wo, While responding to any of the above, make sure you understand what the project is and what the client requires. At the same time, be clear about the services or products your company provides and determine if the opportunity matches your company’s capabilities. While drafting a business tender, these points should be kept in mind: 1. It should be clear, precise and complete, because a tender is like a contract as it gives in writing exactly what a company or business will do to complete a job. 2. Itshould clearly convey the willingness and the professional standing of the business tender writer, 3. It should be designed to demonstrate how your company can fulfil the client’s job requirements. 4, Itshould be single-spaced and left-aligned. Instead of using indentations to show new paragraphs, a line should be left between paragraphs. It should be written in courteous language. It must be authentic and duly signed by a competent authority It must be clearly marked to the concerned person or department for further action. It should have a clear heading to help the reader pinpoint certain information It should mention the past projects handled by the company (to present solid grounds ‘on the basis of which the project should be given to the company) 10. It should conclude by emphasizing how your company has had past successes with other clients requesting similar services. Order Letters In business, an order letter is used to communicate that both the buying party and the selling party have entered into a commercial transaction for the sale or purchase of a specific product or service. From a buyer's point of view, it expresses the intention to buy and is called a purchase order or PO, while from a seller’s point of view it expresses the intention to sell and is referred to as a sales order or SO. When the purchase order of the buying party and the sales order of the selling party agree, the orders become a contract between the two. Prior to this, both the parties record the details of their rounds of negotiations in a request for quotations or a request for bids. While quotations are non-binding and part of the negotiation process, a request for bids can be binding or non-binding, depending on the terms of the bid. Once an agreement or contract is in place, however, both parties involved in a business deal record it as a confirmed PO or confirmed SO. As order letters are very important documents in any sale-purchase process, while drafting them, these points should be kept in mind: 1, Itshould give detailed descriptions of the products or services for which the order is placed 2. It should mention the precise specifies such as size, model, kind, make, quality, and ‘quantity of the products or commodities for which the order is placed. 3. It should mention every commodity separately in the order, preferably along with serial numbers if applicable. It should clearly mention the price of each item as indicated in the price list It should mention whether the goods are purchased against cash or credit. It should mention the place and time of the delivery of goods. It should clearly mention the means of transport—by road (truck); by train, by sea (ship), or by air (cargo)—to be used for the supply of the goods 8. It should clearly convey who (the buying or the selling party) will bear the carriage charges.Written Communication © 227 See Illustrations 7.24 and 7.25 for samples of order letters: ‘Bharat Industrial Diamonds 148, Pancharatna, Opera House ‘Mumbai 400 004 Tol 20x FAX: 20K Bharat industrial Diamonds 445, Pancharaina, Opera House ‘Mumbai 400 004 46 November 2012 Ret: BIDIT1/234 Roop Machine Tools C855, MIDC Industral Estate Nagpur 440 016 Dear sir, ‘Subject: Your quotation vide mall ‘We thank you for your prompt reply o our request for sending quotation. \We are glad to place hereby our order of 00 pieces of grade D-50 diamonds. Please ship them by courier. Paperwork should happen through the State Bank of India, Hingna Branch, Please send an advance copy ofthe invoice by fax. ‘We will make the payment as soon as the documents are received by our bankers, ‘Yours fathuly, ‘Sujeet Malhotra Managing Partner ‘Goodwill Student Book Store Nai Sadak, Dethi 110 006 Tel: xx xx FX: 200 30K ‘Goodiwil Student Book Store Nai Sodak Deli 110 008 23.Apri 2012 Ret: SBOI4/124 Galgotia Publishing House Karol Bagh, New Delhi-110 005 Dear sir, Please send us the folowing books at your earliest: 1, Byron EML. Series = 20.opies 2 Shelley EML. Series = 20copies, 3. Essays by Addison = 38 copies 4. Odes by Keats = Toopies ‘5. Music at Night by Aldus Huxley = 28copies 6. Skeptical Essays by Bertrand Russell 10.copies ‘Thanking you. Yours faithuly, Balwant Mehra Proprieter Because of its importance in business transactions, the legal implications and intrica- cies involved in giving complete and detailed information about the goods or services intended to be purchased or sold, many companies have their own pro forma for: llustration 7.24 Sample of ‘an Order Letier lMustration 7.25 Another ‘Sample of an Order Letter228 * Business Communication A cancellation letter is ‘sent by the selling party tothe purchaser when it Jails to comply with the terms and conditions of the order due to non- availabilty of the raw ‘material or occurrence of some untoward incidents like workers" strikes, the death of ‘an ownerikey person, landslides, floods, earthquakes, riots, ete. 1. Purchase order. It is a printed document issued along with the order letter (covering. Jette) by the buying party to the selling party, which clearly indicates the type, quantities, and agreed prices for products or services that the selling party will provide tothe buying party Sending a PO to a supplier constitutes a legal offer to buy products or services. POs also usually specify additional conditions such as te terms of payment, terms for liability, freight responsibilty, and required delivery date. There are several reasons why companies use POs. They allow the buying party to clearly communicate their intentions tothe selling party, and they protect the selling party in the event thatthe buying party refuses to pay for something Which was sent. For example, say that person A works for company and orders some parts from person B at company B. There could be a problem if person A didn’t actually have the authority to issue the said order—maybe they thought they had the boss's permission but there was a miscommunication. In that case, the order would get retuned and company B ‘would lose money. Depending on the situation, company B might only lose shipping and packing costs, bt they might also lose significant manufacturing labour and materials costs and other expenses. They might lose the product entirely (for example, if it is perishable). In order to prevent such problems, selling partes often request purchase orders from the buying party. This document represents the buyer's intent to purchase specific quantities of products at specified prices. In the event of non-payment, the seller can use the PO as a Jegal document in a court of law to demonstrate the buyer’ intent and to facilitate collection efforts. Companies usually request POs when doing business with other companies for orders ‘of significant size, as the PO reduces the risks involved. In the course of the accounts payable ‘process, purchase orders are matched with invoices and packing slips before the invoices are paid. Sales order or SO form. It is a printed order received by the selling party from the buying party. A sales order may be for products or services. It is an internal document of the company, generated by the company itself. An SO should record the buying party’s original purchase order which is an extemal document. Acceptance and Cancellation (Order) Letter After the receipt of an order letter from the buying party, the selling party responds to it either with affirmation (an acceptance letter) or negation (a cancellation), depending on the situation. A cancellation letter is sent by the selling party to the purchaser when it fails to comply with the terms and conditions of the order due to non-availability of the raw material or occurrence of some untoward incidents like workers’ strikes, the death of an ownet/key person, landslides, floods, earthquakes, riots, etc. These letters serve both as acknowledgement and courtesy towards the sender of the order letter. While drafting them, these points should be kept in mind: 1. It should acknowledge the receipt of the order letter. 2. Itshould thank the sender of the order letter for considering doing business with the seller. 3. It should be prompt and courteous. 4, A cancellation letter should be sent by the selling party to the purchaser before the compliance of the order; else, it would be treated as null and void. 5. A cancellation letter should mention a valid reason for cancelling the order. 6. The language of a cancellation letter should be mild, polite, humble and apologetic. See Illustrations 7.26 and 7.27 for samples of acceptance and cancellation letters respectively: Roop Machine Tools €B.5, MIDC Industrial Estate, Nagpur 440 016 Tels 2K X00 Fak! 30x x Roop Machine Tools CB: MIDC Industrial Estat, Nagpur 440 016Written Communication © 229 21 November 2012 Ret: OP/11/256 Bharat industrial Diamonds 145, Pancharaina, Opera House ‘Mumbai 400 004 Dear sir, ‘Subject: Receipt of the Order ‘We thank you for placing your order, Ref: O1G/11/187, dated 17 November 2012, wih us. We willbe dispatching your consignment within a week's time, Yours faithfully, ‘Amber Subhankar Managing Partner ‘Ganga Ram Publishing House Karol Bagh, New Delhi -110 005 Tel: xxx 200 Fax: 1900300 ‘Goodwill Student Book Store Nai Sadak Delhi 110 008 27 Apr 2012 Ret: OCi451 Dear sir ‘Subject: Inability to Execute Order ‘We thank you for placing your order, Ref: SBOI4/124, dated 23 April 2012, with us, However, we regret to inform you that we are unable to execute your order as the books in question are ‘ut of stock at present. We expect to receive our consignment by the end of this month ‘We shail eel obliged if you authorize us to send the books by the first week of next month, ‘Thanking you. Yours faithfully, Binay Anuia Manager - Sales Status Enquiry and Trade Reference Letters ‘These are meant to know/authenticate the standing, state, or condition of an individual or 1a buyer business house. Its reputation, reliability, obligations, capacities, incapacities, and practice of making payments that make the buyer business house or the individual eligible for credit facility. While making a credit request to the selling party, the buying party normally mentions two or three business concerns for the purpose of reference in order to authenticate its financial standing in the market. If the buying party fails to support its credit request with such references, the selling party may request (the buying party) to provide supporting documents of its financial credibility in the form of a trade reference letter. Besides, for obtaining such information, the concerned trading or selling party may use any of the following: 1. Internal sources. Considering the value and payment mode of the past orders placed by the buyer (in case of a regular customer). 2. External sources. Trade references and bank references given by the buyer. lMustration 7.26 Sample of ‘an Acceptance Letter lustration 7.27 Sample of a Cancellation Letter While making a credit request tothe selling party, ‘the buying party normally ‘mentions wo or three business concerns for the purpose of reference in onder to authenticate its financial standing in the ‘market230. * Business Communication llustration 7.28 A Sample Trade Reference Letter While drafting a status enquiry and trade reference letter, these points should be kept in ming: 1, Itshould be balanced and mild in tone so that it does not hurt the self-respect of the ‘buying party. 2. The language used in such letters should be courteous and polite and must not convey any kind of disbelief or lack of trust of the selling party (on the buying party’s intentions) 3. It should politely but firmly convey that asking for such trade references is part of the seller's business policy and is being done only to fulfil business formalities. 4, Itshould precisely convey that the purpose of asking for such trade references is only to be satisfied with the financial position and the business dealings of the buying party so that a business relation could be established on solid grounds. 5. Itshould clearly communicate that providing trade references would ensure the timely supply of goods on credit without any risk 6. Itshould give assurance that the information furnished in the trade references would be treated with strict confidentiality 7. It must be authentic and duly signed by a competent authority along with the name and designation below the signature. 8. Itmust be clearly marked to the concerned person or department for further action, 9. It should have a clear subject line to help the reader pinpoint certain information. See Illustration 7.28 for a sample trade reference letter: Bhopal Cement Company Ltd. P.O. Box 135 Lotus Avenue, Hyderabad be@vsnl.netin Tel: KXKKX, FAX: HK Bhopal Cement Company Lt. P.O. Box 135, Lotus Avenue, Hyderabad 6 March 2012 Ret: TRUOWS2 ‘ABC Corporation Ltd GT Road, Sahibabad, Ghaziabad ‘Subject: Requesting Names of Trade References Dear sit, ‘This isto confirm that we received your order letter no. PO(O2/194 dated 28 February 2012, forfour wagons lof cement, We are happy to start business relations wih your esteemed firm ‘Since this Is the first ime that we have entered into a business relation, we request you to furnish the names lof two business concems with whom you have dealt with inthe past. This is just a formality to comply with ‘our company’s poicy. Please arrange to send the names at the earliest. In the meantime we are preparing the dispatch of your consignment. Looking forward to long lasting, mutually frutful business relationship, ‘Thanking you "Yours faith Pawan Man Singh Manager - SalesWritten Communication © 231 Complaint and Adjustment Letters nce the consignments received by the purchasi ‘Once the consignment is received by the purchasing party, itmakes sure that itis exactly cording urn makes sure tht to the order it had placed before stocking it in their warehouse. In case any discrepancy is found, itis exactly according to they write complaint letter to the selling party asking them to either replace the consignment of the onder i had placed ‘compensate the damage caused to them by the delivery of such goods. On the other hand, the before stocking it in their selling party, after receiving the complaint letter of the purchasing party, replies in form of an Perit Incase’ an adjustment letter. As both complain leters and adjustment letters are very sensitive in nature (vane) sound. hey and are capable of causing bigger damage to both the parties involved ifnot properly handled, jhe selling party. these points should be kept in mind while drafting them: 1. They should be clear, precise, and complete because they serve as a deciding factor for the continuation or collapse of the business deal, Complaint leers and 2. They should give detailed descriptions of the damaged or incorrect goods delivered adjustment leters are very which are not in compliance with the order placed. “sensitive in nature and are capable of causing bigger 3. They should be prompt and sent immediately after the receipt of the damaged or damage to both the partes incorrect goods. imolved ifnot properly handled. 4. ‘They should be supported by substantial proof. ‘They should be written in courteous language free from any kind of personal accusations and prejudices ‘They must be authentic and duly signed by a competent authority. They must be signed by an authorized person with the name and designation ‘mentioned in the signature block ‘They must be clearly marked to the concerned person or department for further action. ‘The adjustment letter sent in response to a complaint letter should include a debit note or a credit note depending on which one is applicable. 10. The language used in an adjustment letter should be apologetic and polite See Illustrations 7.29 and 7.30 for samples of complaint and adjustment letters respec- tively: ‘Oriental Carpets Iustration 7.29 A Sample +16 West Patol Nager, New Delhi Complaint Letter Tel: xX Fa: OOO Oriental Carpets {Ye West Patel Nager New Deh {8 February 2012 Mis Rehmat All & Sons Naya Bazaar Agra Dear sir, ‘Subject: Damaged goods received “Today we unpacked the goods sent by you against our order no. 38/12/UCD dated 28 December 2012 and your voice no. 310 dated 2 February 2012, \We regret to bring to your notice that items no. 3, 12, and 16 are not according to your samples. Against ‘Rem no. 13 you have mentioned 25 rugs, whereas we found only 18 pieces. We are also sorry to say that packing was so defective and transi, with the result that item nos. 4,8 and 18 has been soled. ton used was so old that it gave way in232. * Business Communication ilustration 7.30 [A Sample Adjustment Letter “Writing has nothing to do with meaning. It has to do with landsurveying ‘and cartography, including the mapping of ‘countries yet to come.” = Gilles Deleuze ii not be posible fr uso sal them as fresh goats We can accept hem only you alow usa scout (0f 40 per cent. Inthe meanwhile, the goods ae lying with us as they have been received, involving norsk on our part. Awaiting an expeditious response “Tanking you Yours fatty, Naval Kishore Sharma Manager - Sales Rehmat Ali & Sons Naya Bazaar Agra Tol: Rehmat All & Sons Naya Bazaar Agra 8 February 2012 Oriental Carpets ‘6 West Patel Nager New Delhi Dear sir, ‘Subject: Damaged goods to be replaced and compensated \We are extremely sorry that tems no. 3, 12, and 16 of your consignment delivered by us are not according to the samples we had provided. We have asked the concerned department for their immediate replacement. \We also apologize forthe shortage of 7 rugs as against 25 rugs that you have ordered under item No. 13, thas been brought under the notice of the concemed department and they would be soon dispatching the quantity due, {As forthe packing regularities, which solled item Nos. 4, 5, and 15 of your consignment, we have spoken to the transport agency that dispatched the consignment. They are ready to compensate the loss incured by you. Piease send us its details separately so thatthe needful could be done atthe eariest ‘Once again, we apologize forthe inconvenience caused fo you. We assure you that such an incident will not happen in future. Looking forward to along, mutually fuiful business association with your esteemed organization. ‘Thanking you. Yours faithful Arman Ali Proprietor OOK FAX: 100 writing across Cultures If we carefully analyze what Gilles Deleuze, the French philosopher says, we should not have any difficulty accepting the fact that for successfully communicating across cultures, we must recognize the power of language. In order to further strengthen this statement, let's consider the below mentioned example that illustrates brilliantly the power and importance of language: The Japanese word ‘mokusatsu’ has two meanings: to ignore and to refrain from comment, In July 1945, the Allies delivered the Potsdam ultimatum to Japan—“Surrender or be crushed.” ‘The Emperor of Japan and his cabinet wanted time to discuss terms and conditions and, there- fore, issued a press release announcing a policy of ‘mokusatsu’, meaning, “No comment at this time.” Through a mix-up in translation, the foreign wires picked up the meaning, “The Emperor and cabinet ignore the demand to surrender.”Written Communication Had the correct meaning been picked up, there's a strong possibility that the war may have ended there without any Hiroshima or Nagasaki disaster, without any invasion of Manchuria, without any Korean war. Thousands of young Americans and Japanese might have lived, ‘The language a group of people speaks imposes a unique view of nature, of existence, on those who speak it. The language leamed from that culture provides an explanation of the universe, a ‘world view’, and shapes how people think and experience the world. Let's look at some examples: 1 The Sami language of Kiruna, Sweden, has 500 words for ‘snow’ and several thousand for ‘reindeer. 2. ‘The Zulu tongues have 39 words for “green.” 3. None of these languages has a word for “computer.” 4. South Pacific Islanders have numerous words for ‘coconuts’ 5. ‘The Chinese and Japanese have a variety of words for ‘rice’ and ‘tea’ 6. ‘The languages of India abound in words for *karma’ and ‘reincarnation’ 7. Hindi numbers over 40 words for extended family relationships. 8. Classical Arabic uses thousands of words to refer to a ‘camel.” 9. Greeks have many words to express gratitude. 10. The French have more nouns than many other languages. 11. ‘The Germans have a highly inflected and compartmentalized language, a language that insists on strict word order. 12. ‘The Slavic and Arabic languages have an astounding number of descriptors, that is, adjectives and adverbs. “Adapted from Lustig & Koester, Intercultural Competence When it comes to writing across cultures, miscommunication in written messages becomes all the more likely — from minor differences in writing dates and numbers, to the major ones. Let’s look at some examples 1. A reader in India feels cold-shouldered and wounded by the American business letter that immediately opens with a direct statement of the problem, continues with possible solutions and recommendations, and ends with the terms and conditions surrounding the implementation of these solutions. Her culture and writing style mandate opening more personally, writing about their last meeting, inquiring about family and mutual friends, and setting a warmer tone for the discussion of the problem 2. A business associate in Saudi Arabia is offended by the implication in a fax written by his American business partner that resolution of labour issues lies totally within his power. In his view of the world, Allah must be invoked as no individual has the power or influence to solve major economic issues. In turn, his low-context business partner reacts negatively to the Saudi’s inflated language. 3. Amanagement consultant contracted to teach a certain number of courses in Beijing is horrified to lear that additional teaching responsibilities attach to her contract. She writes a clear, succinct, direct letter quoting from the contractual document and asking to be relieved of the ancillary responsibilities. The letter answering her request informs her that the situation has changed and her services will not be needed, 4, AUS. job applicant for a middle-management position writes to a Japanese bank, an application letter that he thinks is powerful and convincing, His letter addresses all the stated requirements of the position and emphasizes his dominant rote in expanding the client base and net worth of the investment portfolio at his previous 233,234 Business Communication position, After all, as the U.S. saying states, “Bragging saves advertising,” Several weeks later, he receives a letter informing him that the position has already been filed. ‘The American vice president of a textile firm concludes that her manager in Indonesia cannot think clearly. Her judgment is based on the manager's “inability” to write in ‘a direct, concise, and succinct manner about a simple delivery-scheduling problem, ‘The Indonesian manager’s response seems indirect, circuitous, and unfocused to the vice president. ‘Adapted from Sana Reynolds & Deborah Valentine, Guide to Cross-cultural Communication ‘And there is no dearth of such examples when it comes to writing across cultures! So what is the way out? In order to overcome such goof-ups in the cross-cultural written communication in English language between a native English speakers and non-native speakers of English, the following points needs to be kept in mind. 1 Use idioms and phrases sparingly: Non-native speakers of English are often unfamiliar with idiom and are confused by the shades of meaning of many English ‘words. For instance, using idioms that come from sport such as “ballpark figure, slam dunk, out in left field, get to first base, run that by me, fish or cut bait, snookered, black-belt lean status” may confuse a non-native English speaker. On coming across such idioms and phrases, it is most likely that a non-native English speaker may not reveal his/her confusion because many cultures consider questioning as impolite. Pretending to understand when you don’t is often dictated by a culture’s desire to be courteous, to seek harmony and confrontation-free relationships, and to avoid embarrassment. Afterall, needing to ask a question means that they didn’t understand (thereby losing face) or that you did not doa good job explaining (potentially offensive or disrespectful to you). Choose polite non-hurting words: Words are powerful. They can hurt or support. To communicate cross-culturally, avoid words that disrespect or belittle others. Remember that jokes can also hurt, especially the kind that make fun of a people or their beliefs. Remember that many cultures that communicate indirectly may find directness rude or threatening, Select simple, specific, concrete words: Use words that are clear, powerful, vivid, ‘and, most importantly, unambiguous. Try to use English words that are common in the day-to-day life of the non-native English speakers. Avoid uncommon words, such as ‘onus’ for ‘burden’, ‘jocose’ for ‘witty’, ‘efficacious’ for ‘efficient’, or ‘flux’ for “continual change’. Remember that English has about a billion words inits vocabulary, which is double that of any other language. For instance, Chinese has about 500 million and French has about 100 million words. Use the most common meaning of words: Many words in English have multiple meanings. For instance, the word ‘high’ has 20 meanings while ‘expensive’ has only ‘one. On the other hand, ‘get’ can mean to ‘buy, borrow, steal, rent, or retrieve” and “right” has 27 meanings. Be mindful that non-native speakers of English are most likely to know only the first or second most common meaning. Avoid slang, jargon, buzzwords, and acronyms: Avoid using the expressions that are seldom taught in schools or in formal language courses. Using phrases like “What's going down?” or “Wassup?” (to ask what is happening), “Hang in there!” or “Keep on truckin!” (to encourage perseverance), and “What's the damage?” (to ascertain the cost) are certain prescriptive for misunderstanding. Also avoid using acronyms such as “ASAP, PFA, LOL.”Written Communication © 235 6. Besensitive when using new vocabulary: The intemet and new media have created countless terms that may be unfamiliar to your international business partner. Take a moment to explain or define the meaning of expressions like “TM shorthand,” “DINK,” “phishing,” “chortal,” “warez,” and “backlink.” For multicultural audiences, avoid trendy words unless you provide a definition, 7. Respect the basic rules of correct grammar and standard syntax: Adhere to basic grammar rules as most people who learn English as a second language know their English grammar. 8. Adjust your writing style: Although you may find it challenging to adopt the style ofa different culture, making even minor adjustments can make an enormous difference in how your message is received. Remember that other cultures may not value directness or immediacy and may define clarity differently. Writing that seems indirect and unfocused may result from the culture’s avoidance of blame and focus on circumstance and context. Consider beginning your written communication with ‘a more personal opening, providing context to statements or analyses, and avoiding requests to assign responsibility or to blame individuals. 9. Become familiar with patterns of logic and organization used in other cultures: Businesspeople from East Asian cultures may not organize information linearly, but relationally, targeting the correspondences between various elements. The Japanese may stress on rapport. Writers from Mediterranean cultures (cultural exchange between diverse peoples—encompassing three continents. Western Asia, North Africa, and Southern Europe) often devote the whole beginning section of a document to tracing and commemorating the history of the relationship. The Germans use chronology when arranging and presenting ideas; they give the background first and position recommendations at the end while the French take pride in style and rhetorical elegance. Adjusting to your reader's pattern of logic and organizational flow can go a long way to making your written document more accessible and successful 10. Use technology with care: Many American businesspeople have found that the personal call is a requisite for successful intercultural business dealings—it is tangible proof of goodwill and personal commitment to the business relationship. Others report better results with telephone calls and letters than with email, Ifyou do use electronic media, familiarize yourself with appropriate discourse etiquette for the particular culture and reader. The key seems to be to establish the relationship on a sound footing; once it’s in place, the misunderstandings and discomforts caused by technological issues diminish significantly. 11, Develop humility, empathy and patience: Speak slowly, articulate carefully, use simple sentences, restate what you say in different words, and practice culturally sensitive paraphrasing skills such as “Please let me know if I have communicated clearly ... Please correct me if misinterpret what you have said ...” etc. to check for understanding. Remember that cultures that communicate indirectly may find directness aggressive. 12. Avoid jokes and humour: Beware of sharing the latest joke. Humor, often based on word play, puns, or shared cultural references, is one of the most difficult things to translate. Also, remember that laughter in many cultures signifies embarrassment or nervousness. In addition to the above mentioned, also make your written documents accessible and reader- friendly by being mindful of the following aspects: 1. Imereasing white space: Many cultures prefer double-spacing, indentation, and more space for notes and translation