BUSINESS LETTERS

Dangers of poor communication

Misunderstanding Time wasted Business lost

Reputation damaged No action taken

Trust lost Relationship lost Conflict

Relationship ruined Wrong action taken

Results not achieved Tense atmosphere

Confusion
7 key factors to building great
relationships
to build better relationships at home and at work, orally and in
writing

1. Be courteous
Glance at others, wish a “good morning”

2. Find common interests

Communicate with your colleagues
3. Build credibility

◦ Do you turn up for meetings and share your knowledge?

◦ Do you keep others informed?

◦ Do you do what you said you’d do in a timely manner?

◦ Are you honest?

◦ Credibility comes with transparency, engagement and honest hard

work.
4. Make others feel important

◦ respect other people’s feelings

◦ Acknowledge good work- appreciate

◦ learn how to make others feel important

5. Show humility/humbleness

◦ maintaining our pride about who we are and about our achievements, without

arrogance

◦ having a quiet confidence and being content to let others discover your talents

without having to brag about them

6. Listen actively

Take an interest in other people by listening to them. You may learn some

helpful information that you can use to create value in the future.

7. Be empathic

Empathy is all about getting to know people and understanding how they

feel.
7 key factors to building great relationships
◦ Be courteous
◦ Find common interests
◦ Build credibility
◦ Make others feel important
◦ Show humility/humbleness
◦ Listen actively
◦ Be empathic
Remember your ABC
Check facts carefully
Include all relevant details
◦ Accurate Proofread thoroughly

Keep sentences short

Use simple expressions
◦ Brief
Use non-technical language
Use active voice

◦ Clear Use plain, simple English

Write in an easy, natural style
Avoid formality
The language used in our writing today should be simple,
courteous, relaxed and straightforward, quite conversational.

Why
◦ To establish relationships.
◦ ‘We spoke’ or ‘As spoken’
◦ ‘Thanks for your call’ or ‘It was great to speak to you’.

◦ To communicate your ideas precisely

◦ Unsuitable or incorrect expressions or a long-winded writing style make things
complicated

◦ To convey a good impression

◦ Clear, concise, accurate language ------ an impression of efficiency
will fill the reader with confidence.
Types of Messages
General message
◦ birthday celebration, apology message, congratulatory message, etc.

Positive news
◦ mainly written to reassure or convey constructive information.
◦ Summarize the main points of the news
◦ Provide details, clarification, and background
◦ Present negative elements, if any, as positively as possible between the positive
elements
◦ Highlight the benefits
◦ Be courteous/polite and use goodwill ending
Bad news
◦ Begin a negative message with a buffer statement.
◦ State the bad news along with proof and always conclude on an upbeat and positive note, maybe
including a possible solution to the situation.
◦ Use neutral terms when conveying a message.
◦ Avoid using words like terrible, bad, regret, unfortunate, and cannot.
◦ Always allow the recipient an opportunity to express their views so that the communication does
not end abruptly.

Negative message
◦ Approach the issue directly rather than covering up.
◦ Be gentle in delivery. Use of passive voice may sometimes work better. Be tactful and do not dwell
too long on the negative information.
◦ Provide adequate reasons without sounding apologetic.
◦ Conclude on a positive note.
◦ Be sincere in approach.
◦ Allow the recipients an opportunity to express their views.
◦ Do not end the communication abruptly.
Buffer
uk/ˈbʌf.ər/ us/ˈbʌf.ɚ/
NOUN
Something or someone that helps protect from harm
Negative message

◦ Direct approach

◦ No covering up

◦ Be gentle.

◦ Provide adequate reasons without sounding apologetic.

◦ Conclude on a positive note.

◦ Be sincere in approach.

◦ Express their views, do not end the communication abruptly.

Negative message

◦ Approach the issue directly rather than covering up.

◦ Be gentle in delivery. Use of passive voice may sometimes work better. Be tactful
and do not dwell too long on the negative information.

◦ Provide adequate reasons without sounding apologetic.

◦ Conclude on a positive note.

◦ Be sincere in approach.

◦ Allow the recipients an opportunity to express their views. Do not end the
communication abruptly.
Letter Writing

Understand the purpose Why?

Focus on the reader’s perspective. To establish relationships.

Clear

Courteous
To communicate your ideas
precisely.
Firm

Friendly
To convey a good impression.

Have a conversational tone and read as if the

reader is being spoken to.
Why?
To establish relationships. People get an impression of you from the first

email they receive, so it’s important to make a connection by using appropriate

words and phrases. For example, ‘We spoke’ or ‘As spoken’ will not have the

same effect on your reader as ‘Thanks for your call’ or ‘It was great to speak

to you’.

To communicate your ideas precisely. Using unsuitable or incorrect expressions, or a long-winded writing style, will
not give the reader the right meaning or the right impression. It will only lead to misunderstandings, confusion

and lengthy correspondence to clarify.

To convey a good impression. Clear, concise, accurate language will give an

impression of efficiency, and will fill the reader with confidence. Careless or

inaccurate expressions will do the opposite. Readers may question if such

carelessness will extend to other business dealings too.

The Seven Cs of Letter Writing
• Clarity

• Cordiality

• Conciseness

• Conviction

• Correctness

• Completeness

• Courtesy
Purpose
◦ sustain existing business relationships or create and establish new business
◦ apply for a job, we offer our services to the prospective employer
◦ Complaint
◦ a damaged consignment - to bring the flaw to the notice and a request for
corrective action.

To inform To collect dues

To congratulate To complain
To enquire To make an adjustment
To order To sell a product, service, or scheme
To request To apply for a job
Seven deadly sins of today’s business writing

1. Redundant expressions

Instead of Say

◦ Our next meeting will be held on Monday

◦ Please be advised that our next
meeting will be held on Monday 14 June.

14 June.

◦ Kindly be informed that the fire ◦ The fire alarms will be tested at 9 a.m.
alarms will be tested at 9 am
tomorrow.
tomorrow.

◦ I am writing to let you know that

Mr. John Lim is no longer with our ◦ Mr. John Lim is no longer with our
company. company.
2. Long-winded words and phrases

◦ Instead of I should be very grateful, simply say Please (definitely not

Kindly).
◦ Use short words like buy, try, start and end instead of purchase,
endeavour, commence and terminate.
◦ The aim should be
◦ short words
◦ simple expressions
◦ short sentences
◦ short paragraphs that are clear and concise
 3. Passive voice
◦ Passive voice - a distance between the writer and the reader
◦ active voice, which is
◦ alive
◦ Focused
◦ Personalised
◦ interesting and clear

Passive voice puts a distance between you and your reader. Active
voice gives your writing a focus, and is much more personal and
natural.
Instead of, Say Instead of, Say

Arrangements have been made for a

I have arranged for a repeat order to be
repeat order to be dispatched to you
sent to you today.
immediately.

The cause of your complaint has I have looked into this matter.

been investigated.

Adrian Chan will conduct the seminar.

The seminar will be conducted by Adrian
Chan.
X101 sales have gone sky high.

Sales of the X101 have exceeded all

expectations.
 4. Yesterday’s language
We refer to your letter of 21st October 201-.
Thank you for your letter dated 21 October.

The above-mentioned goods will be

dispatched to you today. These goods will be sent to you today.

Please see the below-mentioned list of items These are the items we have in stock.
we have in stock.

Please let us have this information soon.

Kindly furnish us with this information soon.

I’m pleased to enclose our new catalogue, and

Please find enclosed herewith a copy of our
new catalogue for your reference and I hope you find it interesting.
perusal.

Please give me a call on 2874722 if you have

Should you require any further clarification
any questions.
please do not hesitate to contact me.
5. Writing differently to how we speak

Instead of Say

Your email of this morning refers . . .

Thanks for your email.
As spoken this morning . . .
Thank you for your call this morning.
As per our telecon . . .

I kindly request your approval. It was good to speak to you today.

Appreciate if you could help to process I hope to receive your approval.

this claim at your earliest.

Please process this claim soon.
Instead of Say

Kindly advise which course of Please let us know what you would

action you would like to take and like to do.

we will proceed accordingly.

We will issue the letter to your good We will send you the letter early

self early next week. next week.

Could I please request your kind I hope you will take a few minutes

assistance in filling out the below to complete this survey for us.

survey for us.

6. Commas instead of full stops
Instead of Say
Thanks for your email, it was Thanks for your email. It was
good to hear from you. good to hear from you.

Mary is responsible for this Mary is responsible for this

convention, she will be in convention. She will be in
touch with you soon. touch with you soon.

Sales have been good this Sales have been very good
year, the figures are higher this year. The figures are higher
than last year. than last year.
Instead of Say
I love your ideas for this project, I love your ideas for this project.
however, I’d like to discuss some However, I’d like to discuss some
issues with you. issues with you.

Her arm was injured, therefore, Her arm was injured. Therefore,
she could not go to work. she could not go to work.

I will see you next week, I will see you next week.
meanwhile please let me see Meanwhile, please let me see
some samples soon some samples soon.
 7. Thank you and Regards

Instead of Say

◦ ‘Regards’ or ‘Thank you’ ◦ ‘Thank you for your help’, ‘Thank you for
your patience’, ‘Thank you for your
understanding’

◦ ‘Regards’, ‘Best regards’, ‘Warm regards’ ◦ ‘See you soon’, ‘Have a great weekend’,
‘Good luck with the meeting’, or ‘Many
thanks’
Standard elements

◦ Heading/the letterhead,

◦ The organization’s name,

◦ Full address,

◦ Contact details

◦ If a separate letterhead is not provided, the heading includes the sender’s address.
Fully Blocked Layout
• Every line is aligned to the left margin.

• No paragraphs are indented

• No headings are centred

• Everything starts at the left.

• Open punctuation
 missing out all nonessential full stops and commas
Second or Subsequent Page
page number
date
name of addressee

• When a continuation sheet is necessary,

 Don’t put Cont’d or Continued -- The fact that there is no
closing section or signature should make this quite obvious.
 A continuation page should contain at least three or four
lines of typing as well as the usual closing section.
 Do not leave one line of a paragraph either at the bottom of
the previous page or at the top of the next page. Try to start
a new page with a new paragraph.
 Modified Block Layout
• The heading is centre aligned
• Right-aligned
 The dateline
 Complimentary close,
 Signature block

• The modified block’s appearance is often considered more

balanced and traditional.
Modified Block Layout
Parts of a business letter
• The reference includes the initials of the writer (usually in upper case) and
the typist (in upper or lower case, as preferred). A fi le or departmental
reference may also be included.
Date
Inside address
Special markings
 Salutation or
greeting

If the recipient’s name has been used

in the inside address, it is usual to use
a personal salutation.

Addressed generally to an
organisation and not to a specific
person, the more formal salutation
‘dear sirs’ should be used.

Name is not known

Heading
 Closing section or complimentary close

• Official

• Personalised
• Speak less

• Consider those who remain silent – “let’s listen to Mr. XYZ” “I believe Mr. ABC has
something to contribute”

• Give chance to others

• Listen to others

• Gestures

• In my opinion

• I beg to differ

• That’s a good idea, but in my point of view

• Don’t fight

• Begin with a proper introduction – introduce the topic

• Conclude
 Name of sender and designation
• The sender’s designation or department
should be shown directly beneath his/her
name. In these examples note that the title
‘Mr’ is never shown when the writer is male.
However, it is a good idea to add a courtesy
title for a female; this is shown in brackets
after her name.
• someone else has to sign the letter on his/her behalf, it is
usual to write ‘for’ or ‘pp’ in front of the sender’s printed
name (‘pp’ is an abbreviation for per procurationem, which
simply means ‘on behalf of’).
Enclosures
• Type ‘Enc’ or ‘Encs’ at the foot of the letter, leaving one clear line space after
the sender’s designation. This is the most common form of indicating
enclosures.
Copies
• When a copy has to be shared with a third person, type ‘cc’ (copy circulated
or courtesy copy) or ‘Copy’ followed by the name and designation of the copy
recipient. If there are two or more copy recipients, it is usual to show these
in alphabetical order.
• If the writer does not wish the recipient of the letter to know that a third
person is receiving a copy of the letter, then ‘bcc’ (blind courtesy copy) is
used. This should not be shown on the top of the letter, only on the file copy
and bcc copy/ies.
Dateline
• The date on which the letter was written

• date, month, and year

• 3 January 2015 (UK)

• January 3, 2015 (US)

Inside address
• the recipient of the letter and is separated from the date by at least one blank line
Salutation
• Prioritise name, then title
 Dear Committee Member
 Dear Colleagues
 To Whom It May Concern
 Dear Madam or Sir
Dear Students
To All Sales Reps
Dear Sir or Madam
Dear Purchasing Agent

• If your letter is addressed to a company with men and women employees,

the proper salutation is:
 Gentlemen and Ladies Ladies and Gentlemen

• If your letter is addressed to an organization of only women or only men,

use:
 Dear Sirs Dear Ladies Dear Mesdames Gentlemen
Ladies
• If we do not know the gender of the person
 Dear Mallika Pande Dear M. Pande

• The way we address a recipient is governed by our relationship with

that person.

• Whether we use the first or the last name and whether we drop the
Dear makes the letter either more formal or less formal:
 Dear Mr Gupta (most formal)
 Dear Ashok (most formal)
 Ashok (very informal)