BUSINESS LETTERS,MEMORANDUMS,

AND E-MAILS
After completing this chapter, you should be able to:
Employ your time in

❚ Understand the anatomy of business ❚ Enable eff ective writing of professional improving yourself by
documents. and clear business correspondence. other men’s writings so that
❚ Diff erentiate between the types of ❚ Create documents that help achieve you shall come easily by business correspondence.
the objective of the organization. what others have labored
hard for.
Socrates1
INTRODUCTION
Even though most of us write fewer letters than before, letters still occupy a prominent
place in professional life. Th ey are permanent and have an enduring quality about them
that is reassuring to others. Even if a verbal confi rmation has been made about a
promotion, a transfer, or a sales contract, “something in writing” is required to support the
verbal claim. Th is makes the agreement legally valid as well.
A business letter (or formal letter) is a formal way of communicating between two or
more parties. Th ere are many diff erent uses and types of business letters. Business letters
can be informational, persuasive, motivational, or promotional. Whatever their purpose,
they should be typed and printed out on standard 8.5 × 11-inch white paper. Business
letters demand much from us, as we do not generally know the person to whom we are
writing, and even if we do, we do not know them at a personal level. Written words, thus,
are the primary means to infl uence a business reader.
Letters are not easy to compose. Th ey are time-consuming and demanding. How oft en
have you have felt apprehensive writing a request for leave or an application for a job that
you are interested in? Our future is dependent on the appropriate choice of words, the
syntax and composition of the paragraph, and the structure of the letter itself.
Composing a business letter requires attention to the following details:
❚ Th e purpose: What is the aim of the letter? Th e objective should be presented in a
clear and concise manner. Long-winded explanations bore the readers who are already
pressed for time.
❚ Th e audience: Who is going to read the letter? Th e ability to identify the audience
and tailor the writing to suit their needs is a highly valued skill. Determine the
audience of your letter: is it the human resources manager or a group of engineers?
❚ Th e context: What is the background of the composition? Under what circumstances is
the letter being composed?
❚ Th e technique: What conventions govern the writing? Tone, professionalism, and
courteousness are important considerations in professional writing. Th e process of
writing a letter is:
❚ State your purpose in the opening sentence.
❚ Add evidence in the middle section, supporting your key point.
❚ Close with a few complimentary sentences.
❚ Reread your letter. Check for tone. Correct spellings and grammatical errors.

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1
 Business Communication for Managers

❚ Get a second opinion (optional, but strongly recommended). ❚

Revise.
Th e three parts of a letter are:
❚ Th e introduction
❚ Th e main body
❚ Th e conclusion
Once you know to whom you are writing and why, you have to actually start writing the letter.
Th e following steps might be useful in getting started:
❚ Start with the audience: If you know the audience professionally, consider how the
audience thinks, looks, and feels. Is it favourably inclined to your proposal or do you
envisage opposition? When you start framing, what is it that needs to be told fi rst? Do
you need an introduction or have you already discussed the idea fi rst? If you are
writing an application, what is it that needs to be told fi rst (since you do not know the
audience at all)?
❚ Use strategic formats: When writing to inform, use the “Tell format” (tell–reason–
action); for writing to persuade, use the “Sell format” (Attention–Interest–Desire–
Action). Refer to Chapters 10 and 11 for more on writing strategies.
❚ Create empathy: Th is is the personal touch your letter can convey. For instance, if
you want the prospective client to buy your product, why should they care to read your
document? To use the cliché—what’s in it for them? Understand their problem and
then off er a solution.
❚ Identify the main idea: What is it that you would like the audience to do aft er they
have read your letter? Experts recommend the “10-second formula” for situations
when you have trouble identifying the main theme. Th e writer has to pretend that he
or she has only 10 seconds to explain his or her position. What the writer says in those
10 seconds is the main theme of the letter.
❚ Start writing: Begin with the introduction, move on to the middle, and then write the conclusion.
Do not edit at this stage. Just let the ideas fl ow.

COMPONENTS OF A BUSINESS LETTER

Formal business letters are written on offi cial letterhead. Th is has the address and
complete contact information for the company. Th e other components of the business
letter are discussed in this section.

The Date
Th ere are three places where the date may be written. Th e fi rst is on the right-hand side,
in line with the addressee’s name and address; the second is on the left -hand side, above
the addressee’s name and address; and the third is below the writer’s address/the
complementary close.

Business correspondence is evocative, descriptive, and Business correspondence is analytical. It is

crisp and to the follows the narrative style. point as readers are pressed for time.
COUNTERPOINT

Business correspondence follows a set template. Business correspondence is conversational. B usiness writing
POINT

varies from the conversational style often found in

e-mails to the more formal style of orders and
contracts.

E-mails and new media are informal in nature and language E-mails and new media tools are as official as print memos,
rules may be relaxed. notices, office orders, and circulars. The language
expectations are the same as for traditional media.

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237

Exhibit 12.1
Salutations and Salutation Closing their
Dear Yours sincerely Corresponding Closings
Sarvesh/Marjorie
Dear Mr/Ms Verma Sincerely
Dear Sir/Madam Yours faithfully
The manner in which the date is
written is important. The format that should
generally be followed is “May 17,
2010.” This format helps avoid the
confusion caused by date formats followed
in other cultures like the month–date–year format followed in the United States. Inside
Address
The address of the addressee (the person to whom the letter is addressed) should be written
correctly. The address should be accurate and complete, and should include the appropriate
title or designation, notation (such as Mr/Ms/Dr/Shri), and company name. Use of the term
“Mrs” should be avoided.
Salutation and Complimentary Close
Exhibit 12.1 demonstrates the proper way to greet and sign off in a business letter.
The Title
Women are introduced or addressed using the title “Ms” in all spoken and written business
communication. If they prefer to be addressed as “Mrs” or “Miss,” they are expected to
inform their business associates accordingly.

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 Business Communication for Managers

Women are introduced or addressed using the title “Ms” in all spoken and written business
communication. If they prefer to be addressed as Mrs or Miss, they are expected to inform their business
associates accordingly.

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238

Modern writing omits the use of “yours” in the closing, and ends with
“sincerely” or “faithfully.” It may be wise to add “thank you” or “with kind regards”
before the complimentary close, in case one is writing to superiors or if one is seeking a
favour or an obligation. Modern writing also omits the use of a comma after the salutation.
In the United States, it is c ustomary to add a colon (:) after the salutation (as in “Dear
Suresh:”).

Subject Line
The subject line is written after the salutation. It may be centrally aligned or left aligned.
The subject line is short (just a phrase), indicates the reason why the letter is written (for
instance, a request for extraordinary leave) or just the theme (for instance, extraordinary
leave), and is either bold or in italics.

The Body
The body of the letter incorporates the text or the contents of the letter, which is usually in
paragraphs (about three paragraphs). The introduction is of a shorter length. It introduces
the purpose for writing the letter and gives a brief context for it. The second paragraph is
the main body, and it elaborates on the purpose, giving evidence of the same. This section
is replete with examples, facts, and logical arguments. The conclusion ends with a positive
hope (if it is a request) or with an action agenda (if it is an informational letter). It is brief
and perhaps the shortest part of the entire body.

The Signature
Sign the name after the closing. Add your name in print and your designation and contact
numbers after the signature. If the reader needs to be informed about the title/designation,
add it in parenthesis after the printed name (for instance, Preeta Jain (Dr)). The same rule
applies for gender—add Ms after the printed name if required.

Enclosures
If the letter contains documents other than the letter itself, then these have to be indicated
as enclosures (“Enclosure (1)”); if there is more than one additional document, the
enclosures should be numbered. Follow this up with a list that indicates what is being
enclosed.

Cc
“Cc” refers to carbon copies. When you send a copy of a letter to more than one person,
you use this abbreviation to let recipients know who else has received the letter.

The Writer’s Address

The writer’s return address should be written in the top right-hand corner if the letterhead
is not being used.

BUSINESS LETTER FORMATS

There are three major formats for writing business letters. They are:
❚ The block format
❚ The modified block format
❚ The indented block format

The Block Format

The block format is the simplest format for writing business letters. In the block format, all
the text is flush against the left margin. The margins are justified. Exhibit 12.2 gives us an
example of a business letter in block format.
239

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 Business Communication for Managers

The Modified Block Format

In the modified block format, if letterhead is not being used, the sender’s address,
date (the date can go on either the left or the right side), the closing, signature, and printed
name are all indented to the right side of the page (here the writer can use his or her
discretion to make the document look presentable). Exhibit 12.3 gives us an example of a
letter written in the modified block format.
239

Exhibit 12.3 (Continued)

Paragraph
1..........................................................................
...........................................................................
.............................

Paragraph
2..........................................................................
...........................................................................
.............................

Paragraph
3..........................................................................
...........................................................................
.............................

Closing (Sincerely. . .),

Signature

Your Name (Printed) Your Title

Enclosures (2)

Exhibit 12.4
The Indented Block Format Letterhead address

Mr/Ms/Dr Full name of recipient Date (Month, Day,

Title/Position of Recipient Year)
Company Name
Address Line
1Address Line
2
Dear Ms/Mr/Dr Last Name:

Subject: Title of Subject

Paragraph 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
.............................................................................
. . . . . . . . . 2. .. .. .. .. .. .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paragraph
............................................................................
. . . . . . . . . 3. .. .. .. .. .. .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paragraph
............................................................................
.................
Closing
(Sincerely...)
Signature

Your Name (Printed)

Your
240 Title
Enclosures (2)
 Business Letters, Memorandums, and E-mails

The Indented Block Format

In the indented block format, the first line of each paragraph is indented. Exhibit
12.4 gives us an example of a business letter in indented block format.
241

PURPOSE OF A BUSINESS LETTER

There are various kinds of business letters for various purposes. Some examples are: Enclosed, please find
a copy of my resume
❚ Cover letters: for resumes, proposals, and reports for your perusal and
❚ Letters of enquiry consideration. I look
❚ Sales letters forward to hearing
from you.
❚ Offer letters
❚ Request letters Sincerely,
❚ Good news letters Neha Gupta

❚ Bad news letters Exhibit 12.5

A Cover Letter
Cover Letters
A cover letter is one that accompanies a resume when applying for a job. A cover letter is
also important when submitting proposals and reports. A cover letter in reports is called a Identify yourself, state
“letter of transmittal.” Exhibit 12.5 shows a conventional layout for a cover letter. the purpose of the
letter.
Letters of Enquiry
A letter of enquiry is when one approaches a company speculatively, and there has been no
call for vacancy or advertisement for a quotation. Exhibit 12.6 gives us an example.
State your qualification,
evidence of experience,
achievements, any highlights
Sub: Application for the post of assistant sales manager in your carrer, as well as
your personal qualities.
Dear Sir, Talk about your CV,
which should have your
As a prospective management graduate in sales and marketing management, I wish to apply for contact details for further
the position of Assistant Sales Manager in your esteemed organization. information.

An engineer by qualification, I have completed my post-graduation in management from

MDI, Gurgaon, in marketing management. I have always been keen to work in the sales
department of a company, as I believe myself well-equipped to handle customers and clients
in addition to being proficient in prospecting. You can refer to my earlier experience of four
years in Larson and Toubro where, as a sales engineer, I managed to procure the maximum
sales (in terms of volume) for my branch office. Amiable and courteous in my disposition, I
believe in the virtues of time management and work ethics.

Sub: Call for quotation (Continued )

Exhibit 12.6
Dear Mr Sharma,
A Letter of Enquiry
We are the publishers of a well-known magazine from Lucknow, which is a monthly publication.
It comprises approximately 90 to 100 pages on A1 paper, and runs around 10 pages of full colour
advertisements. We are on the lookout for a new printer, and invite you to send us quotations at
competitive prices.
Identify yourself. State your
purpose as well as the specific
details of your requirements.
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 Business Communication for Managers

Exhibit (Continu)
12.6 ed If we find your terms and pricing suitable, we will be glad to offer you a publishing contract of
up to five years.
Explicitly state what you
would want the reader Kindly send us your quotations, latest by 31 May, 2010.
to do.
Sincerely,

Open Door Publishing

Exhibit
A Letter Replying to an
12.7 Sub:Your letter dated 23 May, 2010
Enquiry
Dear
Begin with thanking the Sir,
client, and then go on Many thanks for giving us the opportunity to serve you. We are enclosing our rate list as well
to furnish your price, as the pricing list of the printing paper. I will take this opportunity to inform you that we have
terms and conditions. published materials for prestigious management institutes in Lucknow, as well as a number of
Send samples with your corporate houses (see enclosures).
mail, add referrals, and
give evidence for the We shall be happy to offer you a discount of 10 per cent on every thousand copies of the
same. magazine.

I’m sure it will be a pleasure working with you.

Thanks and regards,

Offer additional sops
and assure the client of Nikhil Sharma
quality service.

The reply to enquiries must also be prompt and to the point. Exhibit 12.7 provides an
example. Sales Letters
Sales letters are persuasive letters. Their purpose is to solicit a sale or win a customer or
contract. While soliciting can be done on the telephone, there are times when a sales letter
can be used to reach prospective clients, particularly if a large group needs to be targeted. A
strong sales letter serves useful functions such as:
❚ Enhancing the brand image of the company.
❚ Emphasizing the sales message.
❚ Getting a “foot in the door”
On the other hand, a poorly written sales letter can mar one’s business prospects and can
even cost existing accounts.
Three popular categories of sales letters exist:
❚ Introduction letters: to introduce the company to a prospect and initiate an
appointment.
❚ Follow-up letters: to reinforce a point made during a previous meeting.
❚ Cover letters: sent as a part of a larger package; these alert the reader to important deals
or offers.

242
 Business Letters, Memorandums, and E-mails

243

In a sales letter, try to answer questions that you yourself raise at the beginning of the
letter. For example, one can start the letter by asking: “How do you think Megacorp can
fulfil your desire for a world-class laptop?” and following this question up with “Here’s
how....” Another way to do this is by saying, “You should feel confident about our
product. Here’s why….”
Also address doubts that the recipient may have regarding your product. For instance, one
can say, “Sounds unbelievable? I thought so too.”
List reasons that support your claim and use powerful statistics. Facts and figures, data,
and positive reactions should be included to strengthen your claim and motivate the
recipient to take action. For example, you could include the following statements:
“Research shows that…,” “The 2010 KMPG Survey shows that eight out of every ten
customers buy from Megamart.”
The “Features, Advantages, and Benefits (FAB) approach” is a popular way to sell. A
feature is a quality or characteristic of your product or service. It describes the offering for
what it is. Advantages list the value of the product in general. Benefits tell the audience
what the product or service can do for them. When you are trying to sell, it is good to list
features and benefits in bullet points. Benefits are the real value addition here. Merely
listing features does not
yield results. Exhibit 12.8 illustrates this further.

Exhibit 12.8
Megatel Corporation Limited Example of a Letter to a Client
MEGATEL! MEGA DEAL! MEGA OFFER! With regards,

Dear Pankaj, Sirish Sahni,

What would you do if we were to offer you a mobile phone as well as two software packages Area Manager
of your choice along with every laptop you buy? We know that you would jump at the offer! Megatel Corporation Limited
Well, this is not a dream, but a reality, a never-before combination from Megatel—the quality
service company. Address the recipient as
friend. Ask a question that
would result in you listing
Our company boasts of the finest brands. Nowhere else will you find the coveted big five—
the main benefits of your
Apple, HCL, Compaq, Sony, and Toshiba—under one banner. Not only that, the cherry on the offer.
cake comes from our offer of giving away any one cell phone set with this deal. These are not
ordinary phones, but the top-of-the-line Nokia 3456 and Motorola 2567 phones. You’ll be Answer the question in one
spoilt for choice! or two sentences. Explain
why your product or service
This is a special offer for our most valued customers on the occasion of our tenth birthday. is essential or superior to
other similar offerings.
Look at the benefits it gives you:
Address doubts.
❚ We have 25 accredited service centres. This ensures that you’ll always have a service
centre nearby.
❚ We have the latest software of your choice. We have something for everyone in your
house—from games and educational software to SPSS.
❚ We give you personalized attention. We’re just a call away at our toll-free number: Use easy-to-read bulleted
05223-333-0033. Call us for prompt service! points to point out why your
product stands out.
So book your laptops right away. Search for details on our Web site www.megatel.org, or call
our service representative Ashutosh at our toll-free number. Close by guiding the
customers to action.
244

Other sales strategies employed are:

❚ Referrals, testimonials, and endorsements: These help build credibility.
❚ Point out loopholes in the competitors’ offerings.
❚ Free trials: These entice the client.

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 Business Communication for Managers

❚ Guarantees returns at ten times price: This refers to assured guarantees, extended
warranties, services, and add-ons.
❚ Create a sense of urgency (“Act now to avail the best price!”) by asking customers to
contact you by a specific deadline.
❚ Bundle a premium as a reward for acting before the expiry of the deadline.
❚ Unit price: Sell at the smallest unit (not INR 650 for a carton, but instead INR 6.50 for
one unit).
❚ Colour schemes: These add attractiveness to the offer.
❚ Postscript: This re-states the benefit and urgency of the offer.
❚ Envelope: It is the envelope that acts like the real salesman. Make the envelope look
professional and official in appearance. Companies sending sales letters use teasers
(“Open the envelope for a never-before vacation offer!”) and labels (“Important.
Urgent. Express.”) to denote the urgency of the offer. Include a return address to
make the letter appear less like junk mail.
Exhibit 12.9 gives us an example of an online sales letter.

Exhibit 12.9
An Online Sales Letter
Benchmark E-mail is the leading e-mail marketing service for creating dynamic marketing
campaigns, and we would like to tell you more about what makes our service different.

Unlike many other e-mail services, everything we offer is Web-based. This means there is
no downloading or complicated setup for you. The good news is that you can give it a try
for 30 days at absolutely no cost to you. You can check out our pricing by visiting our Web
site: www.benchmarkemail.in/ExtPricing

Another thing that makes us different? Affordability! Our plans start at just INR 475 a
month. This includes all our standard features as well as 24/7 access from anywhere in the
world, as long as you have an Internet connection. Our standard features include:
❚ Complete contact management
❚ Custom list builders
❚ Professional e-mail templates
❚ Drag and drop e-mail builder
❚ Real-time reporting
❚ List exporting
❚ Campaign scheduling
❚ Customer polling
With so much packed in one single service, it is no wonder that our clients are so satisfied
with us! Here’s what a happy customer has to say:

“Benchmark E-mail is easy to use and helps enormously. Once I jumped in and started creating
and sending campaigns, I just couldn't believe how easy it was to manage and send all my e-
mails. Our sales have increased 20 per cent since we started using Benchmark!”

So don’t wait any longer. Go ahead and sign up for your 30-day free trial now! Just click on
the button to the right. With regards,

Nishant Rao

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 Business Letters, Memorandums, and E-mails

Exhibit 12.10
(Candidate’s name and address
) An Example of a Typical Joining
(Date) Lette
r
To
,(Employer’s name
)
(Designation)
(Company address)

Sub: Joining letter

Dear Sir,

I am delighted to inform you that I am joining <name of organization> from today as a trainee
manager as has been mentioned in your appointment letter to me, dated 19 May, 2010,
Reference number: <letter number>

I kindly request you to accept my joining letter.

With regards,

(Candidate’s name
)

Offer Letters
A job offer letter is a legally binding contract for employment purposes. It includes terms
and conditions of the job; details about the compensation package; incentive schemes; job
duties; reporting authority; and other service benefits applicable to the candidate. It is
composed in block format and uses bullet points to convey important points. It usually has
a section for acceptance or rejection of the offer as well.
Experts recommend including as many details as practical in the job offer letter or as
attachments or enclosures, so that the candidate has enough information to make an
informed decision. Joining Letters
After the candidate indicates the acceptance of the offer letter, he or she is required to
submit a joining report—usually a letter that indicates that the candidate has joined on a
particular date and time. This is maintained for personnel records. Exhibit 12.10
demonstrates a typical joining letter. Request Letters
A request letter, as the name suggests, is written to request information. The tone is polite
and courteous. The opening is specific, indicating what is being requested and why. The
letter ends with a polite acknowledgement of the grant of the request and the action
required from the recipient. Exhibit 12.11 demonstrates this clearly.

Good News Letters

Good news letters are letters of congratulations and positive news, such as the granting of a
request. A typical good news letter format consists of:
❚ Stating the good news at the beginning.
❚ Providing details about the good news: any conditions; procedures; clarifications; or limitations, if
any.
❚ Closing with a call for action or an expectation.
Exhibits 12.12 and 12.13 give examples of two kinds of letters conveying good news.
246

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 Business Communication for Managers

247

Bad News Letters

It is important to qualify the term “bad news” before discussing the format of such a letter.
Bad news includes: rejection of a request, informing an employee(s) of impending layoffs,
Exhibit
refusing an appointment, reporting a decline in sales and customers, stock out, loan
Example
12.11 of a Request Sub:Personnel records
cancellation, refusing a loan extension, closing of operations, or informing someone about
a termination in extreme conditions.
Letter
Dear
State the subject
Conveying badclearly.
news isSir,a sensitive issue. Indeed one of the most difficult tasks in
business is saying “no.” TheI request
problem is to
you somewhat compounded
kindly provide infollowing
us with the print, as information
we do not have
so that we may update our
theState
benefit of matching facial expressions
your purpose clearly. personnel records: and voice to convey the bad news. Generally
two ways are recommended: direct and indirect.
❚ Number of permanent employees
Direct Approach ❚ Number of contractual employees
Use points to state the
Indifferent
the direct approach, the bad Wage is
❚ news structure for each
conveyed employee
upfront, category
in the opening paragraph itself.
requirements
On one hand, this conveysI would the news clearly and doesn’t beat about the bush. If stated
be obliged if the information reaches the personnel department by Monday, 27 May,
courteously, it might be appreciated
Close with courteous by the recipient. On the other hand, it might alienate
2010. In case you have any questions, please get in touch with the undersigned.
therequest
readerand
andstate
might come across as too harsh. It might also damage the relationship. Such
a specific
a letter might start with the words,
deadline. “You
Thanks and have not been granted…”.
regards,
Indirect Approach Harshit Sinha,
An indirect approach suits the readerManager
Personnel who does not know the writer well. However, if too
much “spin” is involved, it might not sound genuine. Such a letter might start with “We
have always taken pride in…however, we regret that we are unable to oblige your
request…”
Exhibit
Writers following the indirect approach use buffers like the following to cushion the impact:
12.12 of a Good News Dear Saurabh,
Example
❚ Begins
Appreciate
Letter thewith
directly reader’s
the effort
Congratulations!
❚ good
Compliment
news. the reader
❚ Sympathize with the reader It gives us immense pleasure to inform you that you have been selected for the prestigious
“Salesman of the Year” award for 2011. The decision was made after considering the following
❚ Apologize to the reader
State the criteria. factors: productivity, personal qualities, and customer feedback.
❚ Agree with the reader
States the details of the The award entitles you to visit a listed resort for two nights and three days along with your family.
❚ Make a general service statement
offer as well as terms You can avail the offer till 31 July 2011.
❚ Give
and conditions. rational explanations for refusal
concrete,
❚ Avoid negatives words; turn around
The award is the same statement
a motivation to say
for excellent things in aWe
performance. positive manner
hope that it will spur you to greater
Closes with an achievements in the times to come.
❚ Provide a neutral closing
expectation.
Effective communicatorsBest
usewishes,
the following semantics to make the refusal less painful to the
reader:
Punita Sharma
❚ Avoiding personal pronouns:
Regional“You
Head were lacking in essential qualifications, which is why
we…”
❚ Avoiding phony statements; people can read through spin. Consider this notice issued
by Axin Bank: “The Axin Bank deeply cares for its customers; however for the next
Exhibit
five of
Example
12.13 days we will
a Good Newsbe unable to provide essential services as the Bank is currently
Dear Saurabh,
undergoing some upgrades.” If the bank genuinely cared about its customers, it would
Letter
have provided alternatives for smooth transactions.
I am happy to inform you that your request for a loan of INR 100,000 for setting up a language
❚ Give the news
Avoiding directly.
stating the badlaboratory has opening
news in the been granted
linebyitself,
the management.
“We regret that we will not be
The management
able to offer you appointment expects that details
in our company.” aboutathe
It sounds bitexpenses and infrastructure
high-handed and will be
reported on a
decidedly rude to make such a statement. monthly basis. You had cited three months for the installation of the laboratory;
the management desires that the work be completed within the stipulated time to avoid any
❚ Giving
State thereason for the bad news; show that the decision is fair and reasonable.
expectations budgetary shortfalls. The management also expects clarification on the criteria for selection of
❚ clearly.
Avoiding beating about the bush. —a point that was not mentioned in the proposal.
a contractor
Exhibit 12.14 gives us an example
You mayofavail
a letter written
the funds to convey of
on production bad news.receipts only. You are also requested to
original
State
248 the requirements. furnish a project completion
Exhibit 12.14 report after the stipulated three months.

Close with supportive A Bad

We wish you News
all the Letter
best in the endeavour. Please feel free to contact the administration for
statements. requirements and other information.
Buffer. Admit the fault.
With regards,

Sunita Rai
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 Business Letters, Memorandums, and E-mails

Give reason for the I have evaluated the reimbursement for the Ultra Pure machine subject to the conditions of
decision. Prepare the the warranty. The warranty states explicitly that “any service failure on account of the
reader. customer will not fall under the permissible claim.” Our service records reveal that you have
missed the monthly maintenance and cleaning service facility for the past two months. Since
you have not availed the annual maintenance contract facility, we are not at fault for failing to
repair the machine.
Express regret and offer
something compensatory. Under these circumstances, we regret that we will not be able to reimburse you for the Ultra
Dear Mr Sharma, Pure machine. We would undertake to offer full service facilities for the repair and maintenance
of the same (with a small fee). We can however forego the charge if you avail the AMC for two
years.
Thank you for your letter
regarding reimbursement I sincerely hope that we are able to resolve this problem. I am available at the toll-free number
for the Ultra Pure machine. (0522) 232-1247 to answer any questions you might have.
We agree that the machine
has not been performing Very truly yours,
well of late and has been
giving a lot of problems. Neeraj Sinha

Exhibit 12.15 makes you liable for necessary action. We warn you to refrain from such activities; failure to
Warning Letter do so shall invite appropriate action. We further advise you to submit a written explanation of
the unauthorized leave as soon as you receive this letter or as soon as you resume duties.

Please treat this as urgent and important.

For: Sharma Pharmaceuticals

Courteous salutation is Nita Khanna,
not required. HR Manager
Directly address the
problem.
Warning Letters
On the basis of preliminary enquiries conducted against an errant employee or a
State the implications for dissatisfactory explanation received against a show cause letter/memo, a letter of warning
the offending acations. is issued to the employee. A typical warning can be for tardiness, unexplained absence,
willful insubordination, verbal misdemeanour, and so on. Exhibit 12.15 gives an example
Reiterate urgency. of a warning letter.
To: The Sales
Manager Welcome Letters
When any employee joins a company, it is customary for the HR Manager to welcome
Suketu Mehra him or her to the organization as well as to inform other employees about the new
employee.
Exhibit 12.16 provides an example.
Sub: Warning letter

It has been
observed that you
have proceeded to
take leave without
prior permission of
the concerned
authorities,
resulting in willful
insubordination
and gross
negligence of your
duties, in your
capacity as the
sales manager.

Absenting yourself
from duties
without prior
intimation is a
misconduct that

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 Business Communication for Managers

249

Exhibit 12.16
Dear members, A Welcome
Letter
I would like to join you all in extending a warm welcome to Mr Ashish Mehra. Ashish has
joined Bizcom Computers, Noida, as Assistant Sales Manager. Welcome the employee and
give relevant details.
Ashish holds a master’s degree in management from Delhi University and has previously
Provide the background of
worked with Incredible Technologies.
the candidate.
We look forward to your support and cooperation with Mr Mehra in his current assignment,
and wish him a happy association with the Bizcom family. Solicit cooperation.
Regards,

Sumedha Singh
HR Manager
Bizcom Computers

Dear Ashish,
We are definitely sad to hear that you are leaving Incredible Technologies on 31 August. Incredible
Technologies has benefited immensely from your dedicated service over the past year. You have
been an exceptional mentor to new employees as well as other members of the staff.

We thank you for your hard work and loyalty towards the organization. We will always consider
you to be a valuable member of our family.

On 29 August, we have arranged a small get-together in your honour, and we hope that you will
oblige us by being our chief guest. Please note the following details:

Venue: Meeting Chamber 2

Date: 29 August, 2011
Time: 6:30 pm

We look forward to keeping in touch with you. Please remember that Incredible Technologies
will always cherish our memorable time together. On behalf of the organizers, here’s wishing
you all the best in your new endeavours.

Lalita Singhal
HR Manager
Incredible Technologies

Farewell Letters
Exhibit 12.17 A Farewell Letter Regret that the employee is leaving.
Acknowledge the employee’s contribution.

Mention the details of the farewell party, if any.

End courteously and with best wishes.

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 Business Letters, Memorandums, and E-mails

Farewell letters are written for an employee who is leaving the organization. It is
certainly difficult to compose a farewell letter for an employee who is leaving the
organization under favourable circumstances. Exhibit 12.17 gives an example of a
farewell letter.
Increment Letters
Increment letters announce the award of an increment to an employee. Such letters
essentially fall under the “good news” category, but they follow a particular format.
Exhibit 12.18 illustrates this further.
The revised salary can be mentioned in another way too. Consider Exhibit 12.19, which
shows part of an increment letter.
250

Exhibit
L.E.T.T.E.R.H.E.A.
An Increment
12.18 Date: 12 March, 2011 D
Letter
To: Mr Amar Dutta,
Senior Manager

Dear Mr Dutta,

We are pleased to inform you that your salary has been revised with effect from 1 April, 2011.
We take this opportunity to congratulate you, and express our appreciation for your
Appereciate the valuable contribution in achieving the company’s objectives. We are confident that you will
employee’s contribution to continue the good work in the same spirit of
mitment
com and sincerity and grow with our
the company. organization.

You will be paid as below:

Basic INR XY per month

State the details of Dearness Allowance INR XY per month
the new salary. Variable Dearness Allowance NR XY per month
House Rent Allowance INR XY per month

All other terms and conditions of your employment

remain unchanged.

Sincerely,

Sumedha Singh
Bizcom Computers

Enclosure:

I have read, understood, and agree to abide by the aforesaid terms and conditions of
employment.

Signature of the employee

Date:
Name:
Attach a receipt. Designation:

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 Business Communication for Managers

Exhibit 12.19
Part of an Increment Letter You will be paid as below:

Employee Name Employee Code

Date of Joining Position

251

Exhibit 12.19
Cost to Company Break Up: 2010–11

Sn.1 Particulars 2009–10 2010–11

2 Basic
3 HRA
4 Conveyance
5 Medical
6 LT
7 A
Bonus
8 Tota
l

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 Business Letters, Memorandums, and E-mails

Exhibit 12.20
Ref. No: A Transfer
Letter
10 May,2011

Sonam Mehra
56, Apsara Apartments
MG Road
New Delhi

Dear Ms Mehra,

This is to inform you that you have been transferred to our sales department and your joining
date will be 15 May, 2011
. Your last working day with the marketing department would be
14 May, 2011. Your earlier designation as per your appointment letter dated 15 February, 2010,
was assistant marketing executive, and after the transfer, you will be a sales executive. Your
employee ID, salary structure, and other perks would remain the same.

Your employment will be governed by the earlier employment agreement as well as the
applicable rules, regulations, and policies of the company.
We believe you have a successful career ahead of you.

Thank you,

Sumedha Singh
HR Manager
Bizcom Computers

Accepted:

(Sonam Mehra)

Signature: ____________
Date:

Transfer Letters
An employee may have to be transferred to another location. A typical transfer letter has been
shown in Exhibit 12.20.
252

MEMORANDUMS
The term memo (short for memorandum) is derived from the word “memorandus,” which
means “to be remembered.”
A memorandum is a form of internal communication. It is brief and concise. Memos
are used frequently in almost all organizations. Like letters, they serve as important
written records and help members of an organization communicate without the need for
timeconsuming meetings. Memos are an efficient and effective way to convey
information within an organization. The Memo Format
A memo should be specific and concise. For example, instead of titling the memo
“Rules,” it is better to write “Office rules for attendance.” This makes filing and
retrieving the memo easier. Exhibit 12.21 demonstrates the structure of a typical memo.
Types of Memos
Memos follow a specific format, although they vary across organizations. The length of
the memo also varies according to its purpose. The various kinds of memos have been
described in Exhibit 12.22.

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 Business Communication for Managers

Exhibit 12.21
MEMORANDU
Structure of a M
Typical Memo To:(Name and designation
)

From:(Name and designation)

Date:(Month, Day,
Year)
Introduction:
Gives the context briefly; states the problem; and indicates the broad purpose.

Main Body: Details requirements, requests, reports, policy changes, persuasive arguments,
reminders, information, announcements, and feedback, usually in the form of a list.

Conclusion:
Action points; follow up.

Attachments:
If
any
Copy to:
(Name of person to receive)copy
(Name of person to receive)copy

Exhibit 12.22
Various Kinds of Memos Type of Purpose Paragraph structure Writing style
memos
Routine Communicate requirements, Usually written in Conversational
memos make requests, serve as bullet tone; firm yet
reminders, provide point form, short friendly
information, make sentences, and
announcements, provide paragraphs
feedback (generally a
quarter-page long)
Memo of Transmits reports and About two paragraphs Formal
transmittal proposals to a senior
(generally half to one page
long)
Memo Short reports (generally Complex sentences; Formal
reports about two pages long) four to six
paragraphs; tables
and charts used to
show data

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 Business Letters, Memorandums, and E-mails

253

Information-seeking Memos
A typically information seeking memo has already been demonstrated in Exhibit 12.11.
Notices in Memo Format
A typical notice in memo format has been provided in Exhibit 12.23.
At times, a notice for minor negligence is given in memo format. Exhibit 12.24 shows you
how.
Show Cause Notices in Memo Format
A show cause notice in memo format specifies the misconduct under the scheduled
section and gives the employee a specific amount of time to provide a written explanation
as to why disciplinary action should not be taken against him or her. Exhibit 12.25 shows
this further.

Exhibit 12.23
From: Ashish Sharma, Personnel Notice in Memo
To: All Employees Format
Date: May 19, 2010

Sub: Lunch breaks

Recently, it has come to the management’s attention that some employees are taking extra
time for lunch. Absences from duty are reportedly taking place with employees away from the States the problem or the
office even 2 to 3 hours after lunch time. issue.

I request you to note that the designated time for lunch breaks is from 1.00 to 1.30 pm only.
Details the requirements;
Please adhere to the allotted time, failing which management may be compelled to take nec-
reminds about the rules
essary action. I remind you that provision exists for short leave (two per month), which may be
availed for urgent personal work. Action point; offers alterna-
tives so as to not sound
unsympatheic (buffer)
Thanks and regards ,

Ashish Sharma

Exhibit 12.24
Memo Memo for Minor
Negligence
(Employee name)
(Employee code)

It has been brought to the management’s attention that you have (give here the nature
of complaint, date/place the event occurred), which resulted in (here please state the
consequences such as monetary loss) to the company.

You are advised to be more careful in the future.

Thanks,

HR Manager

254 Exhibit 12.25

Show Cause Notice in Memo

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 Business Communication for Managers

Format (Name and designation) From:

Warnings in (Name and designation) Date:
Sub: Show-cause notice
Memo Format
A warning might also It is charged that you have (here give the nature of the complaint, date/place occurred), which
be given in a memo resulted in (here please state the consequences such as monetary loss) to the company.
format. Exhibit 12.26
shows you how. Please explain why action should not be taken against you, in writing, within (here give the
Transfer Memos number of days or hours), failing which, it is construed that you have accepted the charge, and
action will be taken accordingly.
When the services of
the employee are
transferred from one
location to another, the
human resources To: (Name and designation)
department sends a From: (Name and designation)
transfer memo or letter Date:
to the employee,
which includes the Ref: Memo number . . . dated. . .
necessary transfer-
related information We have carefully considered your explanation, which has not been found satisfactory.
and terms and
conditions. Exhibit You are hereby seriously warned and any such occurrence in the future will be very seriously.
12.27 gives an
example of a transfer
memo. Written Warning

Date: ___________________
Employee:___________________
MEMO
Issued By:___________________
T
o A written warning has been issued to you on the above date. The reason for the warning is:
: ________________

Exhibit 12.26 Warning in Memo Format

E-MAIL COMMUNICATION
In this electronic world, e-mail is one of the most exciting communication innovations. It
is an essential part of business communication and helps us communicate with both
internal and external customers. E-mail has even reduced the face-to-face communication
characteristic of so many companies’ style of internal communication.
E-mail communication has the following distinguishing characteristics:
❚ It facilitates instant contact.
❚ It transcends geographic boundaries.
255

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 Business Letters, Memorandums, and E-mails

Exhibit 12.27 A
Transfer Memo
Office Memo Bizcom Computers
181A, Tech Building
Sector 53, Noida
Telephone: 12345678
Fax: 23456789
E-mail:
hrbizcom@bizcom.com`
To: Amit Roy From: Arti Mathur
Senior Marketing HR Department
Manager Bizcom Computers
Bizcom Computers Noida
Ahmedabad
Cc: F&A Department Date: 22 May, 2011
Subject: Transfer Order

Your services are being transferred from the Ahmedabad project office to our
head office at Noida. By 22 May, 2011, you are requested to report at the head
office of Bizcom Computers at Noida, located at 181A, Tech Building, Sector 53.
For this transfer, you will be entitled to transfer allowance as per company rules.
Sumita Menon
Head of HR
Bizcom Computers

❚ It is impersonal in nature; it
lends itself to anonymity.
❚ It is typically used in situations where an instant response is not required.
❚ It helps to form/create/define a “persona” of the sender (facilitated by the way one composes an
e-mail).
❚ It is less expensive to send an e-mail than to hold a face-to-face meeting or circulate a notice
in hard copy.
❚ It can be used to send a message to a large number of internal/external customers
simultaneously.
❚ There is no expectation of privacy with work e-mail accounts.
❚ E-mails have a long shelf-life.

Format
The format of a typical e-mail is shown in Exhibit 12.28.

Tips for Effective E-mail Communication

E-mail communication lends itself to errors. This is because people often mistakenly take
it to be an informal medium and use expressions that are not in line with the rules of
business grammar. When dealing with expatriates or with Indian colleagues, ensure that
the language used in your e-mails is professional, crisp, and businesslike.
Treat Subject Lines as Headlines
A headline in a newspaper grabs the reader’s attention as well as provides information. It
immediately tells you what the main story is all about. In a similar manner, the subject
line of an e-mail should indicate the theme of the message. At times, the message is the
subject line itself and, therefore, it is important to draft the subject line correctly. An
appropriate
256

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 Business Communication for Managers

Exhibit Subject: Shut Down of Power Supply

Format of a Typical E-
12.28 From: ”goswami” <goswami@apl.ac.in>
mail Date: Fri, May 21, 2010 11:19 am
To allemployees@apl.ac.in
more()
Priority:
: Normal
Options: View Full Header
| View Printable Version
|View as plain text

This is to infor
m the residents of Type V, Type IV, and Type III that electrical power supply will
be turned off on 23 May, 2011 (Sunday) from 10 am to noon to carry out modifi cations of the
electrical distribution system.

Sorry for the inconvenience.

Regards,

OB Goswami
AE
Electrical
subject line ensures that the e-mail is read and not deleted. Th e general rule is always to
have a subject line. A few examples of good subject lines are:
❚ FYI only: Meeting minutes
❚ ARs included: Minutes from MRC, all ARs due Friday12/4
❚ Gitam, Peter: Need you at noon meeting Wednesday with your updates
❚ Returning by IC811; 4.30 Arrival (EOM)
❚ Agenda: Staff meeting Th urs 3/12, 10:00 pm (RNN)
❚ Mary: I will attend the conference FtF and present summary (EOM)
❚ Library books overdue
Some examples of poor subject lines are:
❚ MOM
❚ Periodicals
❚ Re: (blank subject line)
❚ Like it?
❚ Unrelated subject line: sending an e-mail with an old subject line that does not relate
to this message

The following are a few subject line tags for e-mails:

Communication URG: Stop everything, read me first
Bytes 12.1
HOT: Needs immediate attention
RSP: Need you to respond either way
MTG: New/modified meetings
FWD: Forward to your respective group(s)
HLP: Need information, assistance with a problem
FYI: For your information
ACT: Needs action

257

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 Business Letters, Memorandums, and E-mails

Put One Theme at a Time

An e-mail is a cheaper alternative to snail mail. Hence a number of e-mails can be sent if
there are many issues to address. For instance if a meeting agenda is to be communicated
to employees along with news of an impending farewell party for a colleague, it is wise
to send two e-mails instead of putting the agenda and the party in one e-mail. This way
the messages can be remembered and responded to easily.
Use the Direct Approach
The first paragraph of the message should state the purpose of the e-mail and what the
reader is expected to do. One can do without preliminaries and use of buffers in e-mails.
Also make sure to include identification and contact details.
Exhibit 12.29 gives us a few examples of effective opening and closing lines of e-mails.
Clean the Inbox Daily
It is a good idea to streamline the e-mail inbox and other folders by deleting unnecessary
e-mails. If one has to respond to a lengthy e-mail that can be deferred, then it is polite to
inform the sender that the message has been read and the reply would be sent in a day or
two. However, internal e-mails should be dealt with quickly as these involve projects,
deadlines, meeting notes, and so on.
Be Formal
E-mails are official communication. They are a written form of communication that can be
printed and viewed by others. Use of slang and abbreviations is poor e-mail etiquette.
Exhibit 12.30 provides an example of a poorly written e-mail.

Exhibit 12.29
Good opening Words that could be Good Opening and Closing
statements Good closing statements replaced Lines in E-mails
This is to inform you Please get in touch for any Reply -
This is to seek your further clarifications Response/Respond
permis- Please get in touch for further d Thank – Appreciate
sion iscussions Sorry – Apologize
This is to update I would be glad to be of Please - Request you to
you This is to bring assistance Problems – Issues/
to your notice I would appreciate your prompt Challenges Can - Could
Please give approval response Thanking you in (Can is considered to be
for anticipation rude; could is more
Further to our Looking forward to your prompt polite)
discussion response Should - May
I would like to Looking forward to your But – However
With reference to cooperation Regarding - with respect
Your support is appreciated to
Should you have any questions Prepone: Advance/Move
up

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 Business Communication for Managers

Exhibit 12.30
IT WAS GR8 MTNG U A Poorly Written E-
mail
FYI, NXT MT ON 19

RGDS,
AJIT

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 Business Letters, Memorandums, and E-mails

258

Th ere are a lot of things wrong with the e-mail shown in Exhibit 12.31. Some of them are:
❚ Font: Th e font of the e-mail is questionable. Always use a well-known font like Times
New Roman in a professional setting. Typing in all caps also gives the impression that
you are shouting. It is always advisable to stick to sentence case in e-mails.
❚ Short forms: Numerous short forms have been used in the e-mail (for instance, “FYI”
in place of “for your information”). Such abbreviations are unacceptable in
professional situations. It is always good to treat e-mails as just another form of
business correspondence. Remember that you are writing to a professional and not a
casual acquaintance. Do not use terms that are too colloquial.
❚ Punctuation: Th e e-mail doesn’t have proper punctuation. Many people think that e-
mails do not need proper punctuation marks. Th ey couldn’t be more wrong. However,
too many punctuation marks are a hazard as well.
❚ Grammar: Use grammatically correct, complete sentences. Do not use cryptic phrases.
You might use bullet points as people fi nd them easier to read.
Exhibit 12.31 gives us an example of a typical welcome e-mail that might be sent out to
a new employee by the company representative.
FAQ on E-mail Etiquette
❚ How do I address a person? Stick to formal terms—use “Dear Sir” or “Dear Madam”.
❚ How do I address someone if I am unsure of their gender? Address the person by their
full name (for instance, “Dear Annapuran Roy”).
Exhibit
Welcome
12.31 E- To: New Employee
Cc: Mentor and Immediate Supervisor
mail
Dear Irfan,

It’s great to have you connected to Bizcom Computers on e-mail! Your company colleagues
are just a click away on the global address book.

I wanted to inform you that your Employee Code is _______. We have also attached the
communication deck on the PDR process and attached the form. You are requested to discuss
your KPIs with the supervisor and mail the same to _____________________.

All our policies are available on the common server, in a folder titled “Company Policies.” Please
make sure that you look through them.

Your unique user ID and password to access the company server will be given to you in a few
days.

We wish you a successful career at Bizcom!!

Cheers,

Chanda Singh
Staffi ng Representative

Indian companies like Bharti have switched to using SMS instead of e-mail. Most of the internal
Information tions in the company happen through an SMS intranet developed by IBM. Companies like
communica-
already offer
Oracle and social networking applications inside their enterprise resource planning
SAP
Bytes 12.1 (ERP) systems.

259

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 Business Communication for Managers

❚ Should I request delivery recipients? Yes, you may request delivery receipts when
writing to subordinates, but not when writing to seniors. Request an
acknowledgement instead.
❚ Should I use attachments? Limit attachments as they clog up people’s inboxes.
❚ Should I reply afresh to every e-mail? No; it is better to preserve the thread as far as possible.
❚ How quickly should I respond? Respond immediately if possible; if you’re unable to do so,
send a quick reply acknowledging receipt of the message and follow up as soon as
possible.
❚ What if my message is in the subject line itself? Add the acronym “EOM” (end of
message) at the end of the subject line.
❚ How do I indicate that a reply is not necessary? Add “RNN” (reply not necessary) at the
end of the message.
❚ How should I respond if I am angry? It is best to avoid replying to an e-mail when one is
angry. E-mail is not usually the best forum to voice disagreements or vent.

THE OFFICE CIRCULAR, OFFICE ORDER, AND NOTICE

Office circulars, orders, and notices are useful methods of communicating within an office.

Office Circular
An example of downward communication, a circular, as the word suggests, is circulated to
apprise employees about additional workload, rotations, displacements, transfers, and other
such information. It conveys what the management wants employees to do in a particular
time period.
Circulars are quite common in government departments, but they are also an effective
go-between for the management and the operating or the field staff. Circulars are typically
characterized by language that is slightly obfuscated (for instance, “Further to our previous
circular no. X/-21, section XV, sub-section VVI (a) has been modified as the following,
until further notice…). Exhibit 12.32 gives us an example of a typical office circular.

Office Order
Office orders are generally issued by an authority. They contains instructions related to
office work, change of working hours, instructions regarding holidays, messages by senior
authorities when they take over an organization, promotions, and so on. Office orders are
issued either periodically or as required. They have an element of “order” attached to
them, something that has to be unquestionably followed and implemented. Exhibit 12.33
shows this further.

Exhibit 12.32
To: GM and department managers From: HR Department, Head Office Office Circular
IPK Polymers Ltd., Indore
Cc: Executive Council (Directors) Date 26 May, 2010
SUB: New employee joining effective June 1 Ref: HRO/Circ/9

We wish to introduce Mr Kirti Sarwarkar who has joined IPK Polymers Ltd. as Assistant Sales
Manager. He will be based in our main office at Indore with effect from 1 June, 2010.

Thank you for your cooperation!

Rajendra Sahni K.P.K Sinha

HR Officer IA HR Manager
Cc: Indore Sales Office/IPK Warehouse

260

Exhibit 12.33
An Office Order From:
KPS Srivastava, President ToAll employees in Plant
: II
DIR/2010/2
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32
It is hereby informed that in lieu of the extended production schedule, henceforth all Saturdays
from July 2010 will be considered working days with regular weekday timings.
 KPS
Chief Administration
Srivastava
Officer
Business Letters, Memorandums, and E-mails

Notice
A notice is a sign posted in a public space. It deals with announcements and other
general information. A communiqué issued by a government official is also called a notice.
A communication of national importance is also issued in the newspapers as a public
notice. Exhibit 12.34 provides us with an example.

Notice is a sign posted on a public space. It generally deals with announcements and other general information.
261

Exhibit 12.34
Example of a Notice
From: Secretary, Employee Council To: All employees

SUB. Monthly Employee Meeting

Ref: ECM/04/2010
Date: May 21, 2010

A meeting of the Council has been scheduled to be held on Monday, i.e., May 24, 2010, at
3 pm in FB-1. All are requested to make it convenient to attend the meeting.

The agenda for meeting is:

1. Confirmation of the minutes of the last council meeting held on March 9, 2010.
2. Discussion on the new pension yojana.
3. Any other matter with the permission of the chair, M.K. Sharma.

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 Business Communication for Managers

SUMMARY
❚ Business writing is different from other forms of ❚ Various kinds of letters include cover letters, letters of
writing. This is because the business audience is enquiry, sales letters, offer letters, joining letters,
usually pressed for time and is most likely to skim a request letters, good news letters, bad news letters,
letter, e-mail, or memo than read it thoroughly. warning letters, welcome letters, farewell letters,
Business readers want the bottom-line first: they want increment letters, transfer letters, etc.
to hear about things that affect them professionally.
This is why business writing is crisp and succinct ❚ Memos are a brief and concise form of internal
rather than evocative. It reflects the unique purpose and communication. There are various kinds of memos
considerations involved when writing in a business including information-seeking memos, notices in
context. memo format, show cause notices in memo format,
warnings in memo format, and transfer memos.
❚ A business letter should have the date, the inside
address, a complimentary close, and a subject line. It ❚ In the electronic world, e-mail is one of the most
should address people with their proper title and one exciting communication innovations and it helps us in
should sign one’s name before closing. It should also both internal and external communication instantly.
mention the presence of enclosures and should be
❚ The office circular, office order and notice are other
copied to the relevant people.
methods of communicating within an office.
1. Enumerate the differences between letters and 4. For what kinds of correspondence can a memo be sent
memorandums. via e-mail?
2. What style of communication would you adopt when 5. What are the important rules for composing a sales
writing to an employee whose performance is below letter? How is it different from a routine
par? Why? correspondence?
3. What is the relevance of subject lines in letters, memos, 6. What qualifies as “bad news” and “good news” in
or e-mails? Explain with examples. business communication? What techniques are adopted
to convey ‘bad news to employees and clients?
1. One of the employees in your organization has been during meetings, presentations, conferences, and even
absent for the past three weeks without any the office seating chambers.
explanation. You have been trying to contact him, but 6. As a manager, you have to send an e-mail to all the
have not been able to get in touch with him. You feel customers of the company where you are currently
you have pursued the errant employee enough. You working to invite them to the inauguration of the new
now want office. Your task is to compose the e-mail.
to give him a warning letter, followed by a termination 7. Archit’s salary has been pending for the last four
letter for legal purposes. Draft a warning and a months. Being the primary supporter of his family, he
termination letter to the employee. is concerned, as there many responsibilities to take
ASSESS YOURKNOWLEDGE
USE YOUR KNOWLEDGE
2. Write a letter to an employee requesting her to care of. He has been unable to pay his rent for the last
postpone her vacation due to an urgent deadline for an two months, and has not sent money home for the last
important project. three months. Write an e-mail to his supervisor, Mr
262 Sahai, regarding this.
8. Professor Naved came across this request in one of his
interactive lectures:
3. Submit a resignation letter to your chief manager. You
are leaving under not-so-happy circumstances. In spite Professor, we are an organization consisting of relatively
of your best efforts, you felt that the management was young employees. We came across one case where
biased against you. four or five employees were interacting with each
other on official e-mail. It started with a nice message
4. Draft an internal memo to your staff for disciplinary and slowly descended into abusive and disrespectful
purposes; ask them to report to work on time, inform language. They all were joking around on official e-
the office of any absenteeism, and include a doctor’s mail. We are not aware if any of them was personally
letter for sick leave. The most important problem that hurt or offended, as we did not get any complaints. I
you would like to address is that the staff takes approached one of them and explained the basics of e-
advantage of the director’s absences to frequently take mail etiquette and gently chided him. Now I want the
a few hours, or even a full day, off. You would like entire organization to take precautions when
everybody in the office to observe professional corresponding with each other on e-mail. How should
discipline. we compose an e-mail to employees advising them
5. Draft an internal memo to your employees on the use about e-mail usage and acceptable e-mail norms in our
of mobile phones inside the premises of the organization?
organization. Of late, you have been receiving Compose an e-mail to help Prof Naved with this request.
complaints of disruptions caused by mobile phones 9. The management of a company has to write to its
regional heads, berating them for not providing

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 Business Letters, Memorandums, and E-mails

satisfactory services to clients and advising them to ❚ Appraisals would be on quarterly basis.
take ownership of their regions. Assume you are the ❚ Annual increments would be based on these q
management and write this e-mail.
uarterly appraisals.
10. You have joined a new company. On your first day,
you received an e-mail from the CEO welcoming you ❚ Appraisals would be highly confidential.
on board. You want to reply to his e-mail. How would ❚ List the reasons for appraisals.
you do so? ❚ Explain the benefits of appraisals.
11. You are the HR head for your company. Write an e- 14. Read the following complaint filed by an irate
mail asking employees for their feedback on the customer about the quality of biscuits purchased from
induction/ training session they attended recently. a particular company, and the response sent by the
12. Draft an e-mail to all employees regarding an annual company.
picnic. Enlist their cooperation and seek contributions
to organize games, events, and food.
13. You have to send a message to all employees Complaint by customer:
regarding performance appraisals, as they are being I bought two packets of Delicious Biscuits recently;
introduced for the first time in your organization. unfortunately, the biscuits are all in pieces or crumble quite
People may not understand the process. Send an e- easily when handled. This has been occurring for about the past
mail with complete information explaining four months. The retailer is quite prominent (Appu Stores in
performance appraisals in simple, e asy-to-understand Ahmedabad), and I doubt that they are at fault. I am quite
language. Mention the following: disappointed in the decline in quality of Delicious Biscuits.

–A loyal customer

Reply to the complaint:

Dear Dr. Maheshwari,
Thank you very much for your valuable feedback. Customers
like you are an integral part of our business and your
satisfaction is very important to us.
We are very sorry for the inconvenience caused to you in this
instance. We shall contact you shortly to understand the nature
of your complaint first-hand and take remedial action.
We shall also be glad to have your suggestions on what kind of
products you would like Delicious Biscuits to make in the
future.
Best regards,
Customer Service division
Delicious Biscuits

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 Business Communication for Managers

263

a. Comment on the opening and closing of the response c. Comment on the company’s strategy in handling this sent
by the company. complaint.
b. Comment on the tone of the response. d. Comment on the audience analysis of the response.

WEB-BASED EXERCISES
1. Refer to a. The Google culture is incredibly open. Even as an
<https://owl.english.purdue.edu/owl/resource/ intern, I was able to read through documentation
654/01/>. What are the benefits of “accentuating the and source code for these important Google
positives” in writing business letters? In what technologies. Whenever I had more detailed
circumstances do you not accentuate the positive in questions, there were plenty of Googlers hat I
letters? could go to in person or by e-mail who were very
2. Refer to <http://www.hcltech.com/enterprise- eager to provide help.
application- services/> Assume you represent this After a while I looked to start sharing all of the
firm. Now draft a sales letter on behalf of the firm, documentation and tutorials that I had written
offering package and platform-led services to while learning about Google technologies.
transform a customer’s business and IT operations. ( Written by Sam Slee in the Google Analysis
You can select any customer and refer to their Web Products d epartment. Available at
site. <http://googlefor
3. Refer to <http://www.cosmostours.com.au/>, a students.blogspot.com/2008/12/googlers-beta.
subsidiary of Globus Tours. As you are considered html>/.)
quite an expert in planning and organization, you b. If you work at Google and have an @google.com
have been entrusted with the task of arranging a e-mail address, you simply enter your name and
group vacation tour for your company officials e-mail address, and then enter the e-mail
(about 15 managers and their families). Your addresses of up to five other Google employees
company is a Fortune 500 firm, doing wonderfully whom you have a crush on. If one of those people
well. Compose an e-mail requesting Globus Tours to also enters you as one of their crushes, you’ll be
provide the details of the tour. You are interested in connected.
knowing the expense for travelling, boarding, and Read more:
lodging. You are also interested to know the <http://techcrunch.com/2010/02/12/
sightseeing possibilities.
googlecrush-parisian-love/#ixzz0p1XeVqZn>
4. Read the following extracts from the Internet and
then comment on Google’s communication style:
ENDNOTES
1. Taken from http://www.brainyquote.com/quotes/quotes/s/socrates122574.html, accessed on February 8, 2011.

CASE STUDY 1

Introduction
Handling Bad News on E-mail: Case of Poor The appointment booking team (ABT) and customer
Attitude Summary support team (CST) are the two teams forming the
backbone of the operations department at NeedHelp.
Nishant is a part of the Operations team at NeedHelp, an Consisting of 57 employees, they handle close to 1500
IT startup focused on healthcare. His team is dedicated to appointments in a day and ensure the implementation of
book appointments and handling customer support for one entire segment of the company mission.
patients. Confident, outgoing, and fluent in English and A typical cycle goes like this:
other majorly spoken vernaculars, Nishant is one of the
best employees in the department. The ease with which he ❚ A patient looks through the website and selects a doctor
handles patients oncall is admirable. He has been awarded after relevant filtering based on locality and specialty.
the “employee of the month” thrice in his work experience ❚ He/she dials the number provided for booking an
of seven months, which is some achievement. This case is appointment and is directed to the ABT/CST.
proof to the idea that being qualified and technically ❚ The appointment is booked and the recorded voice call
competent is not always enough. is then monitored by the quality surveillance (QS)
team.

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 Business Communication for Managers

264 the star performer of the team. Do rules apply to him, he

thinks. He hates Aakanksha’s guts for writing this mail to
him. Complying by it would just mean giving in. He
❚ The QS scans the calls to check if they meet the dashes off an angry e-mail to Akansha:
required standards in terms of call duration limit, call
script, and other protocol. E-mail 2
❚ It is not possible to stick to the call script 100%, but it is Nishant to Team Lead
advised to not go below a certain level.
Nishant is a star performer. He is known to have
handled difficult customer issues with ease. But he is a Ms Akansha,
difficult employee and has conflicts with almost all
members in the team. Excerpts from a very typical day at Come on. Why the fuss? I haven’t achieved those
work: Pallavi: Nishant, I need your assistance with a awards for nothing. I do not, I repeat, do not
patient call. He is comfortable speaking only in Telugu. I appreciate your use of words such as ‘blatantly’ from
have tried conversing in Hindi and English. Can you you. And ‘necessary action’ I mean give me a break. I
please take this call for me? do not think you have any right to call explanation
Nishant: Pallavi, I have served my eight hours for today. I from me. For your very kind information, I am rated
am working on some personal bank stuff. I’m sorry I as a star performer. I am deeply perturbed and
cannot help you right now. escalating this to the higher management.
Pallavi: Dude, it is for the team! We cannot leave a patient
unassisted like this. Instead of taking this feedback positively and
Nishant: Pallavi, you need to chill. One patient here and scheduling a one to one as suggested by Aakanksha, he
there, how does it matter? You will obviously fulfil your loses his temper and directly goes to the VP, Operations.
daily threshold, with or without this patient. He is carelessly verbal about how Aakanksha’s criticism
annoyed him. He even threatens to leave the department if
Problem this continued. According to him, he does not see a reason
Well, Nishant is not exactly a team player. It does not end why he needs to adhere to a call script, considering how
there. He also does not believe in sticking even slightly to well his performance and delivery has been so far. He
the call script or taking positive feedback from the QS impulsively reacts and resorts to using of verbiage not
team. Aakanksha, the team lead of QS has warned Nishant very appropriate. He forgets he has bypassed an entire
at least four times till now. It started with her politely management level and is directly speaking to the VP.
reminding him of the rules there, explaining to him why a Impact
call script even exists, and why it is important to Nishant’s behaviour is frowned upon. His absurd reaction
standardize the quality of calls. Nishant was too sure of to a very justified and appropriate e-mail by Aakanksha is
himself to bother about QS reports. He knew he was seen as an act of immaturity and completely uncalled for.
talented and was better than most others in a very effortless He is strongly criticized by the head of operations for
way. Helpless and frustrated with Nishant’s behavior, having behaved so impulsively in front of the VP without
Aakanksha writes to him: even informing him. It is also brought to his knowledge
that rules are above everyone and everything and no one is
E-mail 1 going to be an exception to that. Nishant’s ratings fall
drastically. The management starts giving more emphasis
Team Lead to Nishant to his conduct and his performance gets side tracked. He is
viewed as an example of how not to be. Questions
1. What are the key e-mail etiquettes that one must adhere to in
the workplace?
Hi Nishant,
2. How should Nishant be counselled by the Head of Operations?
I see no change in your call pattern in spite of
repeatedly reminding you to do the same. No part of
the call script is being adhered to and the stipulated
call duration is also blatantly being ignored by you.
Please let me know if you have an explanation for
this, I am sure we can work this out. If this continues
consistently although, I’m afraid I will have to think
of an alternative and take necessary action.
6/11/2016 6:50:34 PM

Regards,
Aakanksha

Nishant is furious upon reading this mail. It

hurts his ego and sense of superiority. He is

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