UNIT FOUR

WRITTEN COMMUNICATIONS
IN BUSINESS SITUATIONS
WRITTEN COMMUNICATIONS IN BUSINESS
SITUATIONS

4.1 Business Letter Writing

 Of all forms of written communication letters are
the most common, numerous, and personal.
 With the growth of commerce and industry the
usefulness of letters has increased.
 A letter is really a piece of conversion by post.
 Letters may be written to maintain personal
relationship or conduct business
 The aim of business letters is to achieve a definite
purpose, such as, selling a product, making an
inquiry, seeking information or advice, mollifying
the injured feelings of a customer, creating
goodwill, etc.
 4.1.1Principles of Business Letter Writing
There are about five principles of good letter writing. These
are:
i. Being Courteous and Considerate
 It pays to be polite in business even when replying to
an angry letter.
 If the person you are replying to is rude, be
especially courteous.
 If he is middle headed, be especially lucid. If he is
pig-headed, be patient.
 If he is helpful, be appreciative.
 If he convicts you of mistake, acknowledge freely
and even with gratitude.
There are many ways of being courteous or polite. Some of them
include:
a. Salutation or Greeting
 It is an important custom to start and end a letter with an
opening and closing salutation and complimentary closing.
 Some of these salutation and complimentary closings
include:
Salutations
Dear sir/madam
Sir/madam
Mr. Mrs. Dr. ...
Complimentary Closings
• Yours Sincerely.
• Faithfully Yours
• Yours Obediently etc
b. Thanks Giving
 One of the ways of reflecting the courtesy we have
to others is being grateful for what they have done
to us.
 The expressions used for such purpose include:
Many thanks for... We are really
grateful for...
Thanks very much for... We appreciate your...
c. Apology
 When things go wrong, when mistakes are
committed it is of paramount significance to ask
for forgiveness with the help of such phrases as:
We are really sorry for...
Please forgive us for...
Please accept our sincere apology...
Sorry for the mistake we have committed...
 d. Formal Presentation of Ideas
 Instead of directly sending ideas it is better if the ideas
are presented formally with phrases that clearly
depict politeness.
 Some of the phrases used for such purpose are:
We are glad to note that…
You will be pleased to know…
Please be informed that...
It is with due respect that we inform you about...
e. Giving Particular Attention (Consideration)
 Consideration for the reader’s interests, needs and
desires is also known as the ‘you attitude’ in the
business world.
 In doing so, we shall be following the old principle of
‘I ↔You’ communication, instead of a crowd
approach.
Crowd –approach
 We are pleased when we receive such suggestions from
our customers.
 This book will help the readers in writing good English.
 We feel sorry when we find that our customers are not
satisfied with our merchandise
You- approach
 We are grateful for the suggestions you have made.
 This book will help you in writing good English.
 We are sorry that you are satisfied with the electric kettle
you bought from us.
ii. Being Direct and Concise
 Transmission of maximum information by using
a minimum of word should be your aim in letter
writing.
 Avoid unnecessary details and roundabout
expressions and come to the point directly.
 Do not forget that a letter is a means of contract
between two persons.
 When you meet a person after greeting him, you
straightaway come to the point. Adopt the same
approach when you write a letter.
iii. Avoiding Verbosity
 A study of business correspondence reveals
that there should not be any deadwood and
verbosity in the letter we write.
 Often phrases and clauses are used without
thought.
 Some such expressions and their suitable
substitutes are given below:
 Verbose Expressions Direct and
Concise
At all times Always
As per your instructions As instructed
At the time of writing At present; Now
Attached herewith Attached
By reason of the fact that Because
For the month of July For July
For the purpose of For
In a satisfactory manner Satisfactory
In compliance with your As requested
request
In early course Soon
In view of the fact that Because or since
In the case of If
In the majority of instances Usually
In point of fact In fact
iv. Avoiding Participial Endings
 Participial endings such as given below should also
be avoided, as they are trite(boring) expressions,
which hardly convey any meaning:
 Assuring you of our prompt service always…
 Trusting you will find this information
satisfactory…
 Hoping to hear from you at your earliest
convenience…
v. Using Positive and Direct Statements
 It is more polite to directly state the information
you need or the action you require than suggest it
by a negative statement. So, it is better to replace
your negative and roundabout expressions with
positive and direct statements as indicated below:
No. NegativeExpression
and Roundabout Positive and Direct
Expression

1.   You failed to tell us… Please let us know...

2.   We cannot help you unless... We shall be pleased

to help you if...

3.   We cannot help you with... We suggest that

you...

We have not heard from We should

4.   you. appreciate
hearing from you.

Please look in to
5.   You have not cared to pay
attention to our complaint
our
complaint
vi. Being Clear and Precise
 A simple expression and clear thinking are the two most
important virtues of effective writing.
 Whatever be your business or profession you should
cultivate a clear and plain style. The reader should have
no difficulty in understanding what you mean.
 The following practical hints could help:
 Before expressing a thought on paper, roll it
in your mind so that it crystallizes and is horn
of all ambiguities. Clear thinking and clear
writing go together.
 Choose short, common and concrete words.
Avoid jargon and slang. Every word you
employ should help you in conveying the
meaning you have in mind.
 Arrange your words well. Put words or
phrases carrying the desired emphasis in the
beginning without, of course, breaking the
rules of sentence construction.
 Do not tire the reader with long and involved
sentences.
 A business letter contains only one main idea
or thought or one piece of information.
 However, if your letter deals with a number of
points, express each of these in small and
distinct a paragraph.
 Long paragraphs will bore the reader in to
skimming through you letter.
4.1.2 Planning Business Letters
 Planning is important in all aspects of life; and letter
writing is no exception.
 Remember that you letter is going to be your
organization’s contact with the outside world.
 The letter should be carefully planned to add freshness
and grace.
 There are three kinds of letters:
a. Letters of Initiation: the letters written to initiate
a communication that has never existed before
between two parties;
b. Reply Letters: the letters written in reply to
another;
c. Follow-up Letters: the letters written to follow up
some communication (letter, memorandum,
telephonic or telegraphic message, etc.)
 So, if you’re initiating the correspondence, your
plan should take into account the following two
factors:
 Your letter must immediately arouse the
reader’s interest in what you say;
 It should mention clearly what action you wish
him to take.
 In planning reply letters, every point raised by
the correspondent should be dealt with.
 If you wish to say something entirely new and it
is unconnected with the points raised by the
correspondent, it’s better to write another
letter.
 Follow-up letters are of two types. These are the
letters written:
1. To confirm a telephonic, telegraphic, or an
oral message; and
2. To remind the correspondent about
something on which he has to take action.
 The first type is simple and needs no special
treatment.
 The second type should be written with
great tact and courtesy for no one likes to be
told that he is lazy.
 In general, the following five steps would help a lot to plan
business letters:

i. Setting Aside Specific Time

 The very first thing most executives do in the morning is to
look at the day’s mail. So the first hour in the morning is
perhaps most suitable for writing letters. Planning requires
concentration and at that time you will be able to work
uninterruptedly and with a fresh mind.

ii. Identifying the Purpose of the Letter

 Ask yourself, ‘what is the main purpose of this letter?’ put
in your letter as early as possible that material which will
achieve it. For example, if your letter is in reply to an
inquiry, write in the very beginning what your
correspondent is most eager to know:
iii. Gathering Relevant Information
 You have to get all the necessary details and all kinds of
information before you start your letter

iv. Arranging the Material in a Logical Order

 You can draw an outline. If your letter is a reply letter, you
can jot down points on the margin of the original letter. If
the letter is complex, you can have a draft.

v. Selecting the Right Tone

 Make sure that your letter possesses the qualities
discussed earlier. Be courteous and tactful/
 4.1.3 Structure and Layout of Letters
The appearance of a business letter is also important. It ought to have
necessary elements and should be typed neatly on quality paper.
i. Elements of the Structure of a Business Letter
A business letter might have the following 14 elements of structure:
1. Heading
2. Date
3. Reference
4. Inside address
5. Attention line
6. Salutation
7. Subject
8. Body
9. Complimentary close
10. Signature
11. Carbon/Circulation Copy
12. Identification marks
13. Enclosure
14. Post Script
 • Heading
• Date Line: _______________
•  Reference Number: _________________

• Inside Address: ___________________

• Attention Line:

• Salutation: __________________

• Subject Line: ________________________________

• Body:

• Complimentary Close: ______________

• Signature: ____________

• Carbon/Circulation Copy: __________________

• Identification Marks: _________

 
• Enclosure: __________________
•  Post Script: ______________________________________________________
i. Heading: most business organizations use printed
letterheads for correspondence. The letterhead contains
the name, the address, the telephone number and the
telegraphic address, if any. Unless it is clear from the
name of the organization itself, the kind of business
carried on is sometimes indicated.
ii. Date Line: some letterheads contain a printed line
indicating where the date should be typed. In other, the
typist chooses the right place for it. It should be typed
two spaces below the last line of the letterhead.
iii. Reference: if yours is a reply letter, give the
correspondent’s reference number against the first and
your reference number against the second line.
iv. Inside Address: the full address of the person or
organization you are addressing should be written two
spaces below the date and two spaces above the
attention line, or if there is no attention line, two spaces
above the salutation in the left margin.
v. Attention Line: to ensure prompt attention, sometimes a letter
that is addressed to a firm or company is marked to a particular
officer (either by designation or name) in the organization. This is
done by writing an attention line two spaces below the inside
address and two spaces above the salutation. This line is generally
underlined:
Attention: The Sales manage
Attention: Mr. Thomas Berkley
vi. Salutation: the salutation in a letter is like greeting a
person when you meet him. It is placed two spaces below
the attention line or if there is no such line, two spaces
below the inside address.
The choice of salutation depends upon the personal
relationship between the writer and the reader, and on the
form of the inside address. If you are addressing a firm, a
company, a board, a club, a society, an association, an
agency or a post box or newspaper box number use ‘ Dear
Sirs.’ While writing to an officer by designation, write
‘Dear Sir’ or ‘Dear Madam’ as the case may be. You can
also use ‘Gentlemen’ for ‘Dear Sirs. If you write a letter to
an officer by name the salutation will be ‘dear Mr.’ ‘ Dear
Dr. ‘. Dear Ms. Etc followed by his or her last name
 vii. SUBJECT LINE: the purpose of the subject line is to
let the reader know immediately what the message is
about. Like attention and reference lines, it saves time.
Subject: supply of packing boxes
viii. BODY: the main purpose of a letter is to convey a
message and the main purpose of the message is to produce
a suitable response in the reader. This is done mainly
through the body of the letter.
ix. Complimentary close:
The complimentary close is a courteous, Leave-taking, a
polite way of ending a letter. It’s typed tow spaces below the
last line of the body of the letter. The close must agree with
the salutation as shown below:
The Salutation The Complimentary Close
Yours Faithfully,
or
Sir,
Yours Obediently,
Madam,
or
Yours Respectfully,
Dear Sir/s,
Yours Faithfully,
Dear Madam/s,
or
Ladies,
Yours Truly,
Gentlemen ,
Dear Mr. Smith
Dear Dr. Smith
Dear Ms. Smith Yours Sincerely,
Dear Miss Smith
My Dear Smith
Dear Member,
Dear customer,
Yours Sincerely,
Dear reader,
Dear subscriber,
 x. Signature:
the signature is the signed name of the writer. It is placed
below the complimentary close. The name of the writer is
generally typed four spaces below the closing line, providing
enough space for the signature. A signature should be
readable, but in case it is not readable, it is permissible to
print the name underneath with designation. Ladies may
use "Miss" or "Mrs." in bracket. When an employee signs a
business letter on behalf of his employer, he puts the letters
P. P. (Latin Per Pro, which means on behalf of) before the
name of the firm and writes his own initial beneath.

xi. Carbon/Circulation Copy:

It is used to list the names of the offices to which the same
copy of a letter sent to another party is copied.
 
 
 xii. Identification Marks:
 These marks are put in the left margin to identify the
typist of the letter, one or two spaces below the signature.
Usually the initials of the officer who dictated the letter
are put first.
 
 The identification marks may be put in either of the
following ways:
  TRM/LG
TRM: LG
LG
lg.
 The last two marks have only one set of initials. In such
case it is assumed that they are of the typist since the name
of the officer who dictated the letter is already there in the
signature.
 xiii. Enclosure:
 If there is anything attached to the letter, it must be
indicated against the enclosure line that is typed two
spaces below the identification marks generally the
abbreviated from encl. is typed against which the
number of enclosure is indicated.
 Encl. 2
 If, however, the documents attached are important
they are specified:
Encl.
1. Agreement dated 1 September 1992 (3 pages)
2. Cheque no. P4637 of 4 September 1992 (1 page)
xiv. Post Script:
 It refers to the part in which extra messages that are
added at the end of the letter are put.
4.1.4 Styles of Business Letters
Of the various business letter formats or styles, the ones
discussed below are the most commonly observed.
1. Block Style:
 In this style the date line, reference number, the complimentary
close, and the signature are aligned with the right margin all
other parts except the letter head are set flush left.
 Double spacing indicates divisions between the parts and
between the paragraphs of the body of the letter where as there
is single spacing within each part and paragraph.
 This style saves stenographic time in as much as most of the
parts and all the paragraphs are aligned with the left margin and
much time is not lost in indentation.
 In it the mixed punctuation is used. . (Please see the separate
example)
2. Complete-block (full block) Style

All parts of the letter, except the printed letter head are
aligned with the left margin. A letter in this form saves more
time because indentation is not required for any part. But
some correspondents do not like it because it appears
imbalance and heavy on the left side. . (Please see the
separate example)

3. Semi block Style

It is like the block style except that the paragraphs of the letter
are indented. Those who use it say that it is easier to read
paragraphs that begin with an indented line because one is
used to seeing this style in this style. . (Please see the separate
example)
4. Hanging-indented Style

It is like the block style except that the first line of each paragraph is
aligned with the left margin where as all other lines in each
paragraph are indented four or five spaces.
Its appearance is unusual and may perhaps catch attention quickly
but this fact could be disadvantage as well.
It may distract the reader by focusing his/her attention on the form
rather than the message of the letter.
Therefore, this style never got popular in the world of business. In it
the mixed punctuation is used. . (Please see the separate example)
 .

4.2. Memorandum (Memo)

 Amemorandum (plural: memoranda) is a short piece of
writing generally used by the officers of an organization for
communicating among themselves.
 That is why it is also called interoffice communication.
 The main purpose of memorandum (memo for short) is to:
 keep record
 convey information and decisions
 make short requests
 Some organizations use the memo form for short reports
too – reports in which an officer supplies certain data to
another officer to enable him to take a decision.
 .

 Occasionally such a memo may also contain an analysis

of data and the opinion and recommendations of the
officer sending it.
 Such memo (memo for report) is written in easy and
understandable language.
 Its style is like that of reports:
 objective,
 matter-of-fact, and
 Lucid (no attempt is made to make an emotional
appeal to the reader or to create a psychological
impact on him/her)
 Plain and direct statements of facts are all that are
required.
 .

 A memo plays a very useful role in an organization.

 It ensures quick and smooth flow of information in all
directions.
 It also enables officers to maintain good business
relationships.
 A memo will come to your aid when you wish coming
into personal contact with certain colleagues.
 .

 Another useful function of a memo is to establish

accountability.
 Since it is record of facts and decisions, you can turn to
it in future if there is a need to find our who went
wrong and t what stage.
 Some organizations insist that even small events and
requests, telephone conversations on official matters,
etc. should be recorded in the form of memos.
 Many organizations use printed memo forms.
 It takes comparatively less time to write a memo since
it does not contain several details that a letter has .
 .

 The following essential items of information must be

given in a memo:
 Designation of the receiver;
 Designation of the sender;
 Reference;
 Date; and
 Subject
  In printed forms, the name of the organization or the
department concerned is written on the top.
 If copies of a memo are sent to other officers, an
indication (cc) is at the bottom as in case of letters.
(Please see the separate example)
 .

4.3 Meeting-based Communications

 
 In addition to Business Letters. there are also other
means of written communication in an office situation,
especially while conducting meetings.
 Some of them include:
i. Notice,
ii. Agenda, and
iii. Minutes.
4.3.1 Notices .

 
 Usually the rules of procedure of every organization
clearly state the notice period required for calling a
meeting both general body meetings and meetings of
similar groups such as governing body, executive
committee, finance committee, etc.
 You should ensure that the notice is circulated to
members within this time.
 If a body has no such prescribed rules, see that the
notice reaches members within reasonable time
before the meeting.
 .

 The notice must be sent to all those who have a right

to attend, that is, to all member in the case of a
general body meeting and to all members of the group
(committee, board of directors, etc.) in the case of a
group meeting.
 The day, date, time and place of the meeting and the
business to be transacted, if finally decided, should be
mentioned in the notice.
 The items of business may be mentioned in the notice
itself if their number is small, otherwise they should
be listed in a separate shell and attached to the notice.
(Please see the separate example)
4.3.2 Agenda .

 
 Though the word agenda is the plural of agendum, it is
commonly used as a singular form.
 Agenda is an official list of things to be done or dealt
with at a particular meeting.
 The secretary in consultation with the chairperson
draws it up.
 At the meeting the business is normally transacted in
the order in which it is listed in the agenda.
 When the agenda is given. as an annexure (annex) to a
notice or circulated separately it contains the following
elements:
 Name of the organization/group;
 Date of circulation;
 Day, date, and time of the meeting;
 Place of the meeting;
 Program of business to be transacted;
 Background papers or information, if any; and
 Signature of the secretary.
 If the agenda forms part of the notice, only the
business to be transacted is indicated because other
details will already be there in the notice.
 .

 Generally, the first item on every agenda is

confirmation of the minutes of the previous meeting,
and the last item any other matter with the permission
of the chairman.
 Other items are usually arranged in their order of
importance and routine matter put towards the end.
 Each item is numbered.
 If the meeting is one of a series, each item may bear
the number of the meeting also as shown below:

 11.01
 11.02
 11.03 and so on
 
 The practice in some organizations
.
is to indicate also
the time when each item will be taken up at the
meeting as shown below:
A.M.
 9.00: minutes of the previous meeting
 9.10: purchase of a new projector
 9.30: appointment of an assistant secretary
 9.45: date of the annual meeting
 1:00: any other matter that arises
 This helps the group to keep to the schedule and to cut
down meaningless and irrelevant discussions.
 Further, the members and get an idea of how much
time they will have to spend at the meeting.
. (Please see the separate example)
 .

4.3.3 Minutes 
 Minutes are the official records of discussions held and
decisions taken at a meeting.
 The secretary of the organizational unit that sponsors
or holds the meeting generally writes minutes.
 Keeping minutes of the meetings of the board of
directors, committees of the directors and general
body of joint-stock company is a legal requirement,
but other organizations also follow this practice.
 Minutes serve as an aid to memory and provide a
basis for action.
 .

 Minutes usually contain:

 Concussions/agreement reached;
 Recommendations made; and
 Tasks assigned to individual members and group.
 Minutes are not a verbatim record of the proceedings
of a meeting.
 The emotions and feelings, if any, expressed by
members during the course of discussion are not
recorded.
 A clear, concise, accurate and well-organized summary
of the business transacted is all that is required.
 Minutes are a special type of summary of what
happened at a meeting.
 When you are writing the. minutes of a meeting, it is
better if you follow the procedures given below:
 Take down notes carefully at the meeting;
 Prepare a draft of the minutes;
 Before giving a final shape, show them to the
chairperson;
 If you have any doubt regarding a statement or
fact, check it up with some other members to
ensure accuracy.
 To facilitate reference, give each item a heading and a
number.
 When a majority approves a proposal or a resolution,
you may give the name of the proposer and the
seconder and also record the numbers of votes cast for
and against it.
 In many organizations, .the practice differs; and a
resolution or proposal that was approved is recorded;
the names of the proposer and seconder are not
mentioned.
  Minutes contain the following elements”
1. the names of the organizational unit e.g. finance
committee, board of governors etc.;
2. the date, time and place of the meeting;
3. the number of the meeting if it is in a series, e.g.
fifth meeting of the board of directors;
4. name of the chairman of the meeting;
5. names of members present, of those who could
attend, and those who attended by special
invitations;
6. record of transactions; and
7. signature of the secretary and the chairman.
 
 .

 The minutes become final only when they have been

read at the next meeting, approved by the members
and signed by the chairman.
 Often beforehand and then at the next meeting the
chairperson confirms them after ascertaining that
members have no amendments to suggest.
 If a member suggests an amendment, the chairman
signs the minutes after seeking the approval of the
members present at the meeting.
(Please see the separate example)

 
4.4 Preparing Job Application Letter and Curriculum
Vitae (CV)
  4.4.1 Writing a Job Application Letter

•There are two fundamentally different job application

letters:
i. Invited (Solicited): is written in response to a posted
job notice or referral. In the invited situation, you
should:
• reference the job you are applying for and the job
source in the opening paragraph
• address your qualification for that job in
subsequent paragraphs.
ii. Prospective (Unsolicited): is written to a
company without any knowledge of a
specific job opportunity. In the prospective
case, you may not be as specific and may
have to sell your qualification in a more
general fashion.
• You should reference your preparation
in the opening paragraph
•Address in subsequent paragraphs how
the prospective employer can benefit
from your qualification.
 Sample Solicited Letter
“According to your May 28, 2016 Reporter newspaper advertisement for a
production supervisor, my education, experience and career interests qualify me
for that position. My research on Fantasy International has proven that you are a
true leader in your filed, with a reputation for qualify that is second to none, and
I believe I can make a contribution.
 
Your position requires an individual with experience, excellent communication
skills, and a high degree of enthusiasm and self-motivation. As shown on the
enclosed resume, my business management curriculum included courses and
activates that taught me a great deal about leadership, organization and
problem solving.
 
I would appreciate a personal interview at your convenience, during which we
can discuss the position in greater detail. Please call me at 252-633882497 to
arrange a meeting.”
Sample Solicited Letter

“Your assistant, Mr. Asad Ibrahim suggested that I apply for the opening in
your payroll department for a part-time clerk. Based on my experience,
education, and attitude, I believe I fit the profile of Virginia Bluefield
employees.

Because I have prepared payroll and payroll tax reports for several years, I
would require little or no training to work in your payroll department. As
my 3.95 grade point average out of four indicates, I am easy to train, and I
learn quickly.
 
As you may note on my résumé, my extensive volunteer work is in line with
the attitude of Blue Nile Corporation. I should fit in well with the culture of
your company.
 
Please call me (252-633-882497) to arrange an interview at a time
convenient to you so we can discuss ways I could best serve Blue Nile
Corporation.”
  4.4.2 Preparing the Right Résumé
Components
1.Career Objectives: a concise statement
including the type of work you want to do
and the type of organization you want to
work for.
2.Education: listing of your formal
education. Your college education is the
most important element of your resume.
3.Work Experience: most, if not all, of your
work experience.
  4. Personal Attributes: name, address, telephone number,
age, height, weight, health conditions, disabilities, and
religious affiliation.
5. Other Categories: military experience, honors,
organizational memberships, languages, travel, publications,
additional training.
6. References: identify individuals who can substantiate
your claims.
 ASSIGNMENT QUESTIONS
.

1. Explain Elements of Communication with Communication

Process in Detail.
2. Discuss Semantic Barriers in detail with relevant examples
3. Discuss Intrapersonal Communication with examples
4. Discuss Interpersonal Communication with examples
5. Discuss Mass Communication with examples
6. Discuss Organizational Communication with examples
7. Discuss Verbal Communication together with the
advantages and disadvantages.
8. Discuss Non-verbal Communication together with the
advantages and disadvantages
 .

ASSIGNMENT QUESTIONS
9. Discuss Socio-psychological Barriers with their
respective examples.
10. What are the Basic Principles of Business Letter
Writing, explain each of them in detail.
11. Discuss the Elements of Business letters with
appropriate examples
12. Discuss Styles (Formats) of Business letters in detail
with corresponding examples
13. Discuss Types of Business Letters with examples.
14. Discuss Notice (for meetings), Agenda and Minutes
with relevant examples.
15. Discuss types of Business Reports.