BUSINESS COMMUNICATION

Unit 1:
Nature of Communication: Process of Communication, Types of Communication
(verbal & Non Verbal), Importance of Communication, Different forms of
Communication
Barriers to Communication Causes, Linguistic Barriers, Psychological Barriers,
Interpersonal Barriers, Cultural Barriers, Physical Barriers, Organizational Barriers

Unit 2
Business Correspondence: presentation, Inviting quotations, Sending quotations,
Placing orders, Inviting tenders, Letter Writing- Sales letters, claim & adjustment letters
Job application letter and social correspondence,

Unit 3
Report Writing: Business reports, Types, Characteristics, Importance, Elements of
structure, Process of writing, Order of writing, the final draft, and check lists for reports.

Unit 4
Vocabulary: Words often confused Words often misspelt, common errors in English.

Unit 5
Memorandum, Inter -office Memo, Notices, Agenda, Minutes, preparing the Resume.
Unit 2,3 & 5

Unit - 2

Letter Writing

A letter is a written message that can be handwritten or printed on paper. It is usually sent to the
recipient via mail or post in an envelope, although this is not a requirement as such. Any such
message that is transferred via post is a letter, a written conversation between two parties.

Now that E-mails and texts and other such forms have become the norm for communication, the
art of letter writing has taken a backseat. However, even today a lot of our communication,
especially the formal kind, is done via letters. Whether it is a cover letter for a job, or the bank
sending you a reminder or a college acceptance letter, letters are still an important mode of
communication. Which is why it is important that we know the intricacies of letter writing.

Types of Letters

Let us first understand that there are broadly two types of letter, namely Formal Letters, and
Informal Letters. But then there are also a few types of letters based on their contents,
formalities, the purpose of letter writing etc. Let us have a look at the few types of letters.

 Formal Letter: These letters follow a certain pattern and formality. They are
strictly kept professional in nature, and directly address the issues concerned. Any
type of business letter or letter to authorities falls within this given category.

 Informal Letter: These are personal letters. They need not follow any set pattern
or adhere to any formalities. They contain personal information or are a written
conversation. Informal letters are generally written to friends, acquaintances,
relatives etc.

 Business Letter: This letter is written among business correspondents, generally

contains commercial information such as quotations, orders, complaints, claims,
letters for collections etc. Such letters are always strictly formal and follow a
structure and pattern of formalities.

 Social Letter:A personal letter written on the occasion of a special event is known
as a social letter. Congratulatory letter, condolence letter, invitation letter etc are
all social letters.

 Circular Letter: A letter that announces information to a large number of people

is a circular letter. The same letter is circulated to a large group of people to
correspond some important information like a change of address, change in
management, the retirement of a partner etc.
Business letters

The term “business letters” refers to any written communication that begins with a salutation,
ends with a signature and whose contents are professional in nature. Historically, business
letters were sent via postal mail or courier, although the internet is rapidly changing the way
businesses communicate. There are many standard types of business letters, and each of them
has a specific focus.

Sales Letters

Typical sales letters start off with a very strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something, these letters include strong calls to
action, detail the benefit to the reader of taking the action and include information to help the
reader to act, such as including a telephone number or website link.

Order Letters

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to

order goods or services. These letters must contain specific information such as model
number, name of the product, the quantity desired and expected price. Payment is sometimes
included with the letter.

Complaint Letters

The words and tone you choose to use in a letter complaining to a business may be the
deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a
professional tone if you want the company to listen to you.

Adjustment Letters

An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is

in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let
the customer know that you understand the complaint.
Inquiry Letters

Inquiry letters ask a question or elicit information from the recipient. When composing this
type of letter, keep it clear and succinct and list exactly what information you need. Be sure
to include your contact information so that it is easy for the reader to respond.

Follow-Up Letters

Follow-up letters are usually sent after some type of initial communication. This could be a
sales department thanking a customer for an order, a businessman reviewing the outcome of a
meeting or a job seeker inquiring about the status of his application. In many cases, these
letters are a combination thank-you note and sales letter.
Letters of Recommendation

Prospective employers often ask job applicants for letters of recommendation before they hire
them. This type of letter is usually from a previous employer or professor, and it describes the
sender’s relationship with and opinion of the job seeker.

Acknowledgment Letters

Acknowledgment letters act as simple receipts. Businesses send them to let others know that
they have received a prior communication, but action may or may not have taken place.

Cover Letters

Cover letters usually accompany a package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what the recipient should do with it, if
there is any action that needs to be taken. These types of letters are generally very short and
succinct.

Letters of Resignation

When an employee plans to leave his job, a letter of resignation is usually sent to his
immediate manager giving him notice and letting him know when the last day of employment
will be. In many cases, the employee also will detail his reason for leaving the company.
Sales Letter

You have seen salesmen showing products launched by their company. They may also show you
the new offers by the company. Sometimes you receive some emails or letters regarding some
offers and discounts from some companies. You can easily notice all these during festive
seasons. These types of letters or notices come under the category of sales correspondence. A
letter from an organization to a supplier regarding the demand of the supply is an example of a
sales letter. In this section, we are going to learn more about sales letters.

Sales Correspondence

Sales Correspondence is a written communication between two parties with the motive of sales.
A sales letter is a form of sale correspondence. It is a letter that tries to sell a product. Sales
letters are an effective way to communicate with clients.

It may target a specific group to grab their attention. It is like a salesman discussing the purpose
but in the form of a letter. A sales letter can be general or particular in nature.

Objectives and Advantages of Sales Letter

Objectives of Sales Letter

 A sales letter aims at reaching the reader to purchase the product.

 Introduction and marketing of new products and services.

 To reach potential customers.

 Expansion of the market.

Advantages of Sales Letter

 A sales letter is less expensive.

 Reach a client where a salesman cannot.

 Reach a number of clients all at the same time.

 Ease of understanding and availability of full details.

 More convenient, efficient, and comprehensive.

Elements and Format of Sales Letter

Elements of Sales Letter

Headline: Here the writer wants to grab the reader’s attention toward the main purpose of the
letter.

Introduction: It is the introductory paragraph. Introduction in the sales letter provides the
details of the product or the service. It also provides the reader with the cost, quality, saving and
other related information.

Body: Here the writer builds his credibility. The writers provide with the worth of the product,
its difference from other similar products, a list of satisfied customers, terms of contract etc.

Call to Action: In this section, the writer asks for the reader’s response and can express the
gratitude. It also includes various details like warranty, discount etc.

Writing Tips for Writing Sales Letter

 Introduce the ideas in a way that compels the reader to take a positive action.

 Introduce yourself and the product well.

 Choose your words as per the targeted audience.

 Always use a headline.

 Suitable closing sentences.

 Correct use of salutation.

 Always ask for attention, build interest, desire, and call of action.

 Have a simple and convincing tone.

 Avoid creating confusion and uncertainty.

 Avoid being clever and funny.

 Include your name, signature, and other contact details.

 Do not use fancy words or slangs.

 Always revise and edit the letter.

Types of Sales Letters

A sales letter has a specific purpose to meet. The various purposes can be the introduction of a
new product or service, availing new offers, selling incentive etc. Let us discuss some of them
here.

Introductory

This type of letter is written to a customer or a consumer to introduce to the company or a

product. It also explains how readers will get benefit from the product or the service. It must
grab people’s attention, build their interest and call to action.

Product Update

As the name suggests, this type of letter is to describe the benefits of new products over older
ones. Other details like a limited period to purchase and discount can also be included.

Selling Incentive

It promotes existing products among current customers. This type of letter must build some
excitement among the reader to buy the product.

Thank You

A sender writes this letter to thank the customers to be a part of the business. It shows the value
of the customer. A brief mention is given on the availability of product for the customer.

Holiday Celebration

This letter gives a chance to offer a product as a gift for customers. It also shows the discounts
and the offers limited to the holiday celebration.

Invitation

It is an invitation to the customers for any celebration. This helps the customers to feel
important.

Lost Customer

This type of letter is for the customers who have not been too active recently. It helps the
organization to bind with them and offers them good deals.
 Claim & Adjustment letters

Claim Letter

A “Claim or complaint letter” is written to the concerned company,to bring the mistake or
damage done,to the notice of the supplier or provider, and to ask for rectification and/or
compensation.

Purpose: To express dissatisfaction and propose an equitable adjustments or solution.

A claim letter should generally contain the following four elements:

1. A clear explanation of what has done wrong.Give full information for quick identification
of the defective product or faulty service.In the case of a product,details such as the exact
date of purchase and arrival,the amount paid,order number,colour,size model
number,make,etc. are helpful in making a re-check by the supplier easier.

2. A statement of the inconvenience caused or the loss suffered as a result of the mistake or
defect.

3. An appeal to the reader’s sense of fair play,honesty,reputation or professional pride with a

view to motivating him to take necessary action promptly to rectify the situation.

4. A statement of what adjustment you would consider fair.

Example:

Dear Sir
Thank you for your letter No. TP/324 of 4 April 2016 forwarding Bill No. M 334 dated 4
April 2016.In it you have included two items which we did not purchased.They are:
Staplers 10 Nos. Rs 650/-
Paper Rims 1 Doz. Rs 2000/-
It seems there has been some mistake in copying from our personal account maintained
by you.Will you please get it checked and send us another bill?I am returning them with
your bill no. M 437.According to our calculation only Rs. 615 are due from us.
Yours faithfully,
K. Rajkumar
Office Manager

Adjustment Letter
An ” adjustment letter is a response to a ‘claim letter’.Adjustment letter is letter expressing
clear understanding of the issues conveyed by the buyer and providing reasonable solutions
to it.

Purpose: To respond to a claim(adjustment) or to respond to a complaint(apology).

An adjustment letter should generally contain the following four elements

1. Reference to the claim or complaint letter

2. Whether you agree or disagree with the claim or complaint
3. What actions you have taken or are going to take.
4. An apology or comment of good will.

Example

Umesh Sharma

Lifesure Ltd.

Janakpuri

Delhi

Dear Umesh,

This letter is to acknowledge that your statement of August 15,1999 did include a Rs 1654
overcharge.Thank you for calling it to my attention.One of our new billing department
employees failed to realize that the current fee structure does not apply to our long valued
customers.

A statement showing the corrected amount will be sent.We appreciate your business and hope
that we continue to be you choice for quality analytical service.

Yours truly,

Henry Diwakar
Adjustment Letter is response letter to customer complaint or claim. It is official in nature
and explains the relevancy of the complaint or claim and how it can be resolved.

Adjustment Letter Definition

 A type of letter addressed in response to a customer's claim or complaint letter,

written by a representative of an organisation or a group

Because of the client-vendor relation, a letter of adjustment also acts as a legal document
demonstrating the details of the correspondence and the resolution or dissolution the between
the two parties. A letter of adjustment doesn’t mean that your complaint or claim will be
accepted. It notifies the sender that their claim or complaint letter has been received. It
depends upon the validity of your claim that a letter of adjustment will contain conformity of
its mistake and its rectification.

Adjustment letters are meant to resolve a conflict that is why they are known as such. Letters
of adjustment are also referred as Claim Adjustment Letters, Complaint Response Letters,
Customer Complaint Reply, Letter of Complaint Response, Letter of response to Complaint
and similar other terms. A letter of adjustment deals with all sorts of claims and complaints;
defective product, poor service, goods not delivered, shipment arriving late, salary not
received and others.
Adjustment Letter Samples

How to write an Adjustment Letter?

Before you know about writing adjustment letters, it is important to know their value. Claim
and adjustment letter are important because they inform the firms of their shortcomings.
Knowledge of claims and complains enables prevention of further such incidents. The writer
and the vendor gain a valuable experience in customer care satisfaction. Handling genuine
complaints and claims ensures that laws are being adhered to and its saves the efforts of both
the sides. Giving the client their dues share ensures establishment of justice, protects the
citizens rights. When this practice becomes a norm it barricades corrupt practices. When a
claim or complaint is addressed in a proper manner, the client becomes your advertiser or
brand ambassador. His ‘Word of Mouth’ about your response will be acknowledged many
times during the course of his social life. The company also wins a loyal customer who
wouldn’t shun at the name of your firm

Tips for writing Adjustment Letter

 Organise the material – A must essential before one starts to write. Collect all the
relevant documents, previous correspondence, company policy, record of previous
such cases and other required material. Organizing these will establish a framework
 and order in which to present information in the most appropriate manner. The
framework of your letter should be in sequential order. This makes it easy, not only
for you but also for the client to understand the matter in the easiest manner. Make a
check list and see what you are missing. Include these as well.

 Drafting – Drafting is the rough copy of your letter. It is open to mistakes and
editing. Since you have organised the material, you just need to use them in the most
effective manner making sure that you haven’t left out any important aspect of the
letter. Use the information of the outline and divide into short paragraphs. Go through
the contents again and refer them with the outline and your objective. The opening
and conclusion are of the utmost importance. The conclusion sums up all in brief with
a positive impression. Since you will be mostly editing these on a PC, it is easy as you
don’t need to waste paper.

 Admit your Mistake and make Prompt Rectification – Once it has been
established that your client is actually a victim, initiate an instant rectification process.
Apologise and regret in the most responsible way using words which will soothe the
irritation or anger of the reader. Words like ‘Mistakes do happen but we always have
a solution’, ‘Your satisfaction is of the utmost concern to us’, ‘It is good to know that
you have brought this matter to our light, we will ensure that these incidents never
happen’ etc. Give the facts regarding the defective product or service. Don’t use
excuses or long explanations about the incident. Explain what is being done to rectify
the problem with details like discount, refund, dates, times, places etc. of the action
initiated. This approach reiterates the consumer’s interest in your organisation and
maintains a good business relationship.

 Maintain a Positive Tone – Adjustment letter with an adjusted tone towards positive
attitude works both ways. The client is satisfied and the vendor is also satisfied.
Always begin by sympathising your client, establishing a positive tone. Make them
feel understood. Only then you move to the next step, which is to break the news, in
favour or against. Even if the client is at fault, it is necessary that you don’t provoke
the customer. Never accuse them of the wrongdoing or offer an adjustment with
resentment. This gives a negative publicity to your form and will end up producing
negative sentiments for you and your company. Never reply in a negative tone even
when you are aware that you aren’t at fault. Your personal emotions shouldn’t
compromise the image of the company you work for. If the correspondent uses
negative language you don’t need to reciprocate.

 Politeness – Politeness is often stressed in most type of letters. This is because it is a

virtue which exudes a positive vibes, especially in a conflict situation. It also reasserts
the dignity of the client. It is a basic courtesy and can make all the difference.
Adjustment letters are meant to satisfy the client even when he isn’t right in his
actions. Choose your words carefully, so that there is no room for offence. Use the
title or name of the person in focus. You must be handling plenty of such letters but
that doesn’t mean you can take a few for granted. Politeness in a situation where you
are fault becomes even more important. Being the guilty party; politeness is not only a
necessity but it is also customary to maintain a healthy business relationship with the
client.
  Personal Touch – Personal touch doesn’t mean getting intimate with the client. It
means making the client comfortable and giving him the respect. To do this, address
your client with his name. This is a sign of recognition of the client’s individuality; a
person is known in the society by his name and the name becomes his identity. By
addressing to his identity, you reaffirm his importance in the same way as is done in
the society. You can also use his title in along with his name to this effect. You can
use any relevant line of humour to ease the discord and delight the client towards a
positive approach.

 Use a Letter head - As a rule in terms of official and business letters, Claim
Adjustment Letters should always have a company letter head on the Top Margin of
the page, left, right or middle. This establishes the authority of the letter and increases
the importance of the document. A letter head signifies that the client is dealing with a
responsible authority. It asserts his belief in the company. Letterhead also remains
embedded in one’s mind whenever the situation has resulted in the favour of the
client. The letterhead becomes a symbol of fairness and the company gains a loyal
customer and an unpaid ambassador.

 Proofreading - Check your grammar, spellings, sentence formation and structure.

Check the accuracy, clarity and a sense of completeness of your paragraphs. Keep
your tone consistent, avoids abstract terms which are generally not understood by all
like slang, clichés or phrases. Remove any confusing items. If typed on PC use
professional fonts like Times New Roman or Arial and maintain the same. Also keep
in mind the legibility of words; neither too small nor too big. Appropriate dates,
signature and complimentary closure should not be forgotten.

Social Correspondence

Types of social correspondence

1. Congratulation letters .2. Invitation letters .3. Condolence letters .4. Thankyou Letters.

5. Consolation Letters

CONGRATULATION LETTERS

• Used for praising a person on his success

.• The letter should be a flawless description of our best wishes

.• This letter is a great gesture to maintain personal as well as professional relationships .

Should be printed on the letter head or good quality paper .

Should be full of enthusiasm and happiness

The tone has to be soft and positive .

Should be direct and simple .

Should end with our best wishes for future projects .

Should not have any grammatical, spelling or typographical error .

Should have senders and receivers name and address with date at the very beginning

CONGRATULATION LETTER FOR PROMOTION ( Examples)

August 28, 2011

Mr Krishna Chief Engineer

EASTMAN ELECTRIC INC

Ardmore Boulevard Pittsburgh

PB 15522USA

Dear Anurag ,

I am sending you my warmest greetings and congratulations on your recent promotion to

Chief Engineer of Eastman Electric Inc and would like to say that you fully deserve such
success after such dedication to the firm. I hope very much that your new duties will allow
you to continue your valuable contribution to Eastman Electric Inc. and wish you luck in this
next adventure.

Very truly yours,

SIGNATURE

General Manager
August 28, 2011

Mohan Co-op. Limited

Mohan NagarGhaziabad U.P.

Dear Mr. Bose,

I am very glad to know that you have been promoted asSalesManger.Please accept my
heartiest congratulations.I wish you many more successes in future.With kind regards,

Your sincerely

R.Prasad.

INVITATION LETTER

Could be a job invitation letter or an invitation letter for a business event .Can be used for
both business as well as personal use . An invitation letter is always more personal than a
printed card.

• Used for a variety of reasons from engagement parties, and housewarming parties to
wedding invitations .• Used as an alternative to traditional invitations .• Similar to a business
letter but contains less formal speech .

The purpose should be clear in the very first paragraph . Begin the main body of the letter
with salutations . Begin the letter with name and address of sender and receiver.

The letter has to give relevant facts like date, time and venue of the event . Be sure to edit it
completely, ensuring there are no punctuation, grammatical or spelling errors . Map and
directions to reach venue can be inserted with the letter.

Example

1-Dec-2010

Mohan Co-op. Limited

Mohan NagarGhaziabad U.P

.Dear Mr. Bose,

Could you please give us the pleasure of your company at Lunchon Thursday 1-Dec-10 at
1:00pm.We have arranged it at Avadh,Maurya Sheraton, New Delhi.I haveasked other
common friends to join.Please do reply to confirm your acceptance.

With best wishes,

Yours sincerely,

N K Babul

CONDOLENCE LETTERS

A Condolence Letter is written by an individual to a relative, friend, colleague or sister

concern expressing his sympathy and giving solace on the occurrence of a sad event such as
death, accident, serious illness, business loss or loss of employment.

It should be written within the first two weeks following the loss. They must wish for better
times to come in the life of the recipient.Condolence letters must be written in a formal tone
and express one’s heartfelt grief and solace.

• Acknowledge the loss and refer to the deceased by name.• Include your favorite memory of
the deceased .• Offer help .• End the letter with a thoughtful word, a hope, a wish, or
expression of sympathy e.g. "You are in my thoughts" or “Wishing you God’s peace.”

Dear Ajay ,

We are extremely touched to hear about the death of your grandfather. We can only imagine
what a shock it must be for you. Please accept our condolence but we are very sorry to hear
about his untimely death. You and your family must be hurt and shattered on the tragic death
of your grandfather. Although, we never got a chance to see him but we heard a lot about his
warm and nice nature, from all of your conversations. Senior authority has extended your
leave so that you can spend enough time with your family to shoulders the pending
formalities regarding the death. We are sorry for your loss. May God give you and your
family strength to be bold and strong at this time. If you need any kind of help, do not
hesitate to contact us. Our sincere prayers are with you.

With best wishes,

Yours sincerely,
ABC

Thankyou Letters

Thankyou letters are letters of ordinary correspondence. Writing such letters is for expressing
one’s gratitude to others for having got their gifts, help or other favours. A thankyou letter is
the same as ordinary letter in form, and needs to be worded appropriately and sincerely.
Equally important is it should be written concisely and timely.

My dear friend Sara,

Thank you for the gorgeous pair of earrings you sent me for my birthday! You know me so
well. That rose gold is going to match at least half my wardrobe!

It’s been ten years since we met in that fateful English 101 class, and I couldn’t be more
grateful for your friendship.

Thanks again for making my birthday even more special. I’ll send you a pic when I wear
them to work on Monday!

With love,

Katherine

Letter of Consolation

This letter is written for the purpose of consoling one’s relatives and friends, when they suffer
misfortunes, e.g. illness, injuries, or some other calamities. It should be written in a succinct,
proper and cordial style.

Dear _____,

When I talked to you on the phone, I could tell by your voice that you are not feeling well. I
am sorry that you got the flu, and I know how horrible it feels to be really sick like that. I am
praying that you recover fully and quickly. Please let me know what I can do to help. I can
bring you some soup, walk your dog, or anything else you need me to do. Let me know how I
can help.

Sincerely,

(Your Name)

Quotations-Inviting and Sending Quotations

Quotations
After receiving the letter of enquiry from a prospective buyer, the sellers supply the relevant
information by writing a letter that is called quotation letter. These letters are written keeping
in view the information asked for like price list, mode of payment, discount to be allowed etc.
Businessman should reply to the inquiries carefully and promptly.

It is a reply by the seller to the prospective buyer. Hence, the quotation letter should be
prepared carefully by the seller. It should contain information on all points mentioned in the
inquiry letter.

The seller should send the best possible quotation so that it induces the buyer to place an
order because it is the basis on which the interested buyer decides whether to buy or not.

A letter of quotation is any letter written in reference to the price of a service or product. This
could range from a customer or client requesting or accepting a quote, to the supplier or
service provider sending the quote amount. Either of these letters could be headed as a letter
of quotation.

The quotation may contain the following points :-

 Details about quality of goods offered for sale.

 Details about quantity of goods offered for sale.
 Type of quotation.
 Sale price per unit of the commodity.
 Term of payment like Cash or Credit, trade discount, cash discount and other
allowances if any.
 Time, mode and place of delivery.
 Details of duties, Octroi, etc., payable.
 Details of packing, labelling, insurance, etc.
 Net price payable.
 E and O.E. (errors and omissions expected)

Inviting quotations
It is important for a business organisation to invite quotations from several sellers
before placing an order.This is done to find out the cheapest and best source of supply
of goods required.A great care is necessary in drafting such letter so that right seller
can be located as quickly as possible.The Inviting quotations letters should include
following points:

 Describe the need clearly and precisely.Give detailed specifications such as the
shape,size,quality,make etc. of the goods you require.For example if you need to buy
inverters, give the exact numbers,watt hours,size,guarantee period,shape,make and
quality.
 Request the seller to quote his prices and terms of payment.
 Ask him for a sample,if necessary.Sometimes the buyer may already be possessing
the sample and in the Inviting Quotations,he can specify specify that the sample can
be seen from his office before quoting rates.Incase,he does not have the sample,he can
ask for a sample if required.
 Give an idea of the quantity you intend to buy.
 Indicate the time by which you would like the goods to be supplied.this will help the
seller determine whether during the periods available he will be able to meet your
demand or not.
 Ask if the goods guaranteed and if so,for what period.Also ask the seller to give an
idea of the normal expected like of these goods.
 Ask what accessories and spares,if any would be supplied and how much they cost.
 If the goods you are ordering need installation,ask the seller the cost of doing so and
also the repair facilities offered by him.For example computers are required to be
installed by expert technical persons.In such cases,ask the supplier as to how much he
will charge for the same and whether or not there will be repair charges.
  As the processing of a purchase proposal takes some time,ask the seller to indicate the
period for which his quotations will be valid.
 Independently ask for tax components.In addition to the basic price of the good,there
will be few taxes such as Sales tax,Central Tax,VAT etc. which may be paid by the
buyers.

Examples of a few opening and closing sentences for the letter

Opening Sentences
 Please quote you lowest rate for the following items.
 We should be grateful if grateful if you would kindly inform us of the terms and
conditions for the supply if….
 May we request you to let us have lowest rates for the following items which we
require in April?
 Please let us know your lowest rates as early as possible for the supply of….
 We intend to buy the following items next month for our new branch in…I should be
grateful if you would kindly quote your lowest rate for them.

Closing Sentences
 We look forward to hearing from you soon.If your quotations is suitable,we shall be
happy to buy all our requirements this session from you.
 On hearing from you,we shall place a firm order with you.
 We look forward to placing an order with you.
 As we need these goods urgently,we shall be grateful for an early reply.
 We hope the terms and conditions you quote will be satisfactory.We shall of course
be happy to order all our requirements from you.

Example:
ABC Paper Mill,
Solan
Sub: Inviting Quotation for Paper Rims
Respected Sir,
We intend to purchase large stocks of printing papers of A4 size,required for our
printing press, in large numbers,due to recent orders.We invite you to send your most
competitive quotations for the same.
If your prices and terms are favourable,and your goods are of good quality and high
standard,we shall consider giving a five year contract for the supply of paper rims.
Please send the quotation and carriage paid,within a week.

Thanking you,
Yours sincerely
XYZ

Sending Quotations
The supplier sends his offer after he receives the Inviting Quotations Letter.The response to
the inviting quotations should be carefully drafted and should fully take note of each item in
the enquiry.It should be properly drafted because any mistake in rates or conditions can put
the supplier to disadvantage.Following points should be kept in mind while drafting this
letter:

 Mode and terms of Payment

 Place and time of delivery
 Method of transport
 Charges on account of sales tax,freight and insurance.
 Packing and forwarding charges.

For example:
To M/s Deepak Consultants
49,Defence Colony
New Delhi
Sub:Regarding Quotations for Various items.
Ref: Your No. DP/1002/FC/01 dated 15/01/07
Dear Sir
With reference to your letter cited above,please find below the quotations for the
various items.We hope that you will these rates reasonable and place order with us.
Item detail Rate Excite
Letter heads Rs. 10 per paper
Company brochures Rs. 15 per Brochure
Company calenders Rs. 130 per calendar
Bill books Rs 150 per book

Conditions
 Packing charges are included in the above rates.
 The rates are inclusive of all taxes.
 Payment in full to be released within 15 days of the receipt of the material.
In case of any further information, please do not hesitate to write us.
Thanking you
Yours sincerely
(P.K Gupta)
Sales Manager

Job application letter

A job application letter (also known as a cover letter) is a letter you send with your resume to
provide information on your skills and experience. This letter is your chance to “sell”
yourself to an employer, explaining why you are an ideal candidate for a position.

When you write your job application letter, it’s essential to pay close attention to formatting.
There’s a right way to format a cover letter; deviate from the standard guidelines and hiring
managers may drop you from consideration.

In fact, anything that makes your job application letter appear less than professional can
prevent hiring managers from taking you seriously as a candidate. Make sure your cover
letter is formatted properly and is free from errors before you send.

Tips for Writing a Job Application Letter

Do not copy your resume. A cover letter is a sales pitch. The purpose of this letter is to
convince the hiring manager that you’re a strong candidate and to highlight your relevant
experience and abilities. Your application letter should show how exactly your background
makes you a good fit for a particular position. In contrast, your resume is a general record of
your experience, education, and accomplishments.

Tailor each application letter to the job. As mentioned above, emphasize in your letter why
you are an ideal candidate for the specific job. This requires that you personalize each letter
to fit the company and position. Match your qualifications to the job posting by highlighting
the skills, experience, and requirements listed in the description.

Be professional. Application letters have a fairly rigid format—as hiring managers read your
letter, they will expect to see certain information included in set areas. You have freedom
within the structure to be personable, but it is important to stick to a certain level of formality.
Pay particular attention to the professionalism of your salutation. You wouldn't, for instance,
want to refer to the letter's recipient by their first name unless specifically requested.

Carefully proofread. Employers are likely to overlook an application with a lot of errors.
Therefore, read through your cover letter, and even consider asking a friend or career
counselor to read the letter. Proofread for grammar and spelling errors. Be particularly
mindful to spell the letter recipient's name correctly, as well as the company name.

Follow business letter format. Use business letter format when writing your letter. If you’re
sending a typed hard-copy letter, be sure to lead with a paragraph containing your address,
followed by the date, followed by the address of the recipient. If you’re sending an email, you
can omit the address and date sections.2

Decide whether to send a hard copy or email. The main difference in formatting an email
application letter is that you need to include a subject line that clearly lays out your purpose
for writing, e.g. “Graphic Designer—Joe Smith.” And, instead of placing your contact
information at the top of the letter, as you would in a hard copy, you'll include it below your
signature.

Since your application letter will be accompanied by your resume, make sure the letter does
not duplicate your resume exactly.
 Unit – 3

What is a Report?

First, let’s look at the definition of a report. According to the Oxford English Dictionary a report is “a
statement of the results of an investigation or of any matter on which definite information is
required.” and, importantly, it is designed to help others.

 A report is a specific form of writing that is made with the intention of relaying information in
a presentable manner. The report defines and analyses a subject or a problem. A report may
also include:

 A document that records the series of events or situations.

 The explanation of the importance and significance of the events or facts.

 The assessment and evaluations of facts or the results made from the research investigation.

 The interpretation and the description of the results of a decision or course of action.

 The conclusions and recommendations.

 A presentation of information and evidence.

It is likely that you are very familiar with the most commonly produced reports i.e. those that appear
in newspapers detailing what has happened that day, but most people don’t even recognise them as
reports. And, if you have ever told a friend about a recent night out, you’ve also given a verbal
report.
Once you understand what a report is, it’s easy to see that they are not just for high-flying
executives. In reality, anyone, in any profession may need to write one. Here’s an example: you work
in a shop and your employer wants to find out the split between male and female customers visiting
the premises. He gives this task to you and, after gathering the required data, you need a way to
organise and present it in a logical manner – a report fits the bill perfectly.
All information comes from reporting. Reports play an important role in modern business. A

report is a formal communication written for a specific purpose. A business report is an

orderly presentation of facts about specific activity.

Characteristics of a Good Report:

1. Simplicity:
The report should be simple.

2. Clarity:
A report should be absolutely clear. Clarity depends on proper arrangement of facts. The

report should be arranged systematically showing the purpose, source of data, findings and,

finally, suggestions. Lack of clarity will fail to serve the purpose.

3. Brevity:
The report should be brief and to the point.

4. Accuracy:
The scientific accuracy of facts is essential to a good report.

5. Relevance:
Every fact given in the report should have a bearing on the central purpose of the report.

6. Reader-orientation:
A report is meant for a particular person, say manager. It is necessary to keep in mind the
person who is going to read the report.

7. Grammatical Accuracy:
Every report must have grammatical accuracy. All the rules of grammar and construction of

sentences apply to the drafting of reports.

 Business Report and Its Format

A business report is a popular type of business management report that analyses and evaluates
a situation, either real situations or case study, and applies business theories to create
suggestions and action plan to improve the business. A business report contains business
related information the assists the management to make better business decisions.

A common business report follows the same format.

 The executive summary or a brief overview of the business report.

 The introduction of the business report.

 The contents of the business report.

 The findings from a research.

 The conclusions.

 And the recommendations.

What kinds of Report are there?

There are lots of different kinds of report, such as:

routine – occurring on a regular basis
special – those that are required to cover a specific subject or task
technical – these cover complex technical issues
And, which report you choose to complete will be determined by the subject you are writing
about. All reports should be presented in a professional manner making the information easy
to read and absorb.
As you can see, reports are useful in all work environments, but the ones we are most
concerned with are those that are used for business.

What is Contained in a Business Report?

This will change depending on what the report is about and whether your company has a
preferred format or not. The sections given below are standard practice for writing business
reports, but you should always check with the person you are creating the report for, as they
may have a specific format they’d like you to follow. Your report should contain:
 title page – the title and date of the report, and the author’s name can also be put here
 circulation list – who will receive the report
 notes and acknowledgements – for example, who provided funding for the report and, if the
authors name is not on the title page, it will appear here
 table of contents – what is contained in the report
 list of illustrations – simple list of titles and page numbers
 abstract/summary – short paragraph detailing in brief what is in the report
 introduction – the terms and scope of the report
 body of report – findings and facts uncovered by the report are listed here
 conclusions – draw the information uncovered in the report together
 recommendations – this is what the report has been building up to and is the most important
part for the reader i.e. what does the report recommend
 appendices – any additional information, such as tables, maps, results, photographs should be
included here
 bibliography and recommended reading – details of the publications you referred to or
recommend for reading
 glossary – explanations of any technical terms used in the report
 references – full details of sources that have has been referenced in the report
 index – enables reader to find the part of the report they require; only necessary if the report is
long
Of course, some of these sections might not apply to your report and you should delete them
as appropriate. Likewise, depending on what kind of report you are producing, you may be
expected to include a section on the methodology you used to gather your data.
Unit -5

Job Application Letter Format

Contact Information
Name
Address
City, State Zip Code
Phone Number
Email Address

Date

Employer Contact Information (if you have it)

Name
Title
Company
Address
City, State Zip Code

Salutation
Dear Mr./Ms. Last Name, (leave out if you don't have a contact)

Body of Application Letter

The body of your application letter lets the employer know what position you are applying
for, why the employer should select you for an interview, and how you will follow up. See
below for a paragraph-by-paragraph breakdown of the body of the letter.

First Paragraph
The first paragraph of your letter should include information on why you are writing.
Mention the job you are applying for and where you found the job listing. Include the name
of a mutual contact, if you have one. You might conclude by briefly and concisely saying
why you think you are an ideal candidate for the job.
Middle Paragraph(s)
The next section of your application letter should describe what you have to offer the
employer.

It can be a single paragraph, or you can break it up into a couple of paragraphs. If the section
gets lengthy, you may use bullet points to break up the text. Remember, you are interpreting
your resume, not repeating it. Mention specifically how your qualifications match the job you
are applying for. In this portion of the letter, make your case for your candidacy.

For example, if you say that you have lots of experience working successfully on team
projects, provide an example of a time you worked in a group and achieved success.

Final Paragraph
Conclude your application letter by thanking the employer for considering you for the
position. Include information on how you will follow up.

Complimentary Close

(Best regards, Respectfully, Sincerely, Thank you, With appreciation, With gratitude, With
sincere thanks)

Signature (for a hard copy letter)

Typed Signature

Preparing the Resume.

RESUME

A resume is a short document used to summarize a job seeker’s experience and qualifications for
a prospective employer. A resume includes the job seeker’s contact information, work
experience, education, and relevant skills in support of a job application.

Your resume is arguably the most critical part of the modern job application process. Writing the
best resume possible is more important than ever now that online job postings routinely attract
hundreds if not thousands of applicants. A well-organized, tailored resume will increase your
chances of landing an interview while a poorly written resume could get lost in the sea of
applicants.

DIFFERENCE BETWEEN A RESUME and a CV

Sometimes you will see the words resume and CV used interchangeably. They are not the same.
A resume is relatively short document meant to market your professional abilities while a CV
contains a thorough listing of your professional, academic, and other experiences.

CV stands for curriculum vitae (“course of life”). CVs are comprehensive by design. Think of
them as the encyclopedia version of your professional life, spanning your work history,
education, certifications, affiliations, publications, and specializations. They can extend well
beyond three or four pages.

In the United States, CVs are typically limited to professions with standardized positions in
which deep expertise is critical, such as academia, science, and medicine. These CVs are filled
with expanded education sections, work history, internships, speaking gigs, teaching
appointments, journal publications, and other details that establish credibility.

Resumes are used across most industries and are relatively short at just one or two pages long.
That’s because resumes aren’t meant to include every detail of your past experience. Your
resume should be tailored and updated based on the specifics of each job to which you apply.
Irrelevant duties from past jobs can be removed to save space and drawn more attention to your
most applicable skills and accomplishments.

How to Write a Resume - Basic Steps

1. Pick the Right Resume Format & Layout

2. Mention Your Personal Details & Contact Information
3. Use a Resume Summary or Objective
4. List Your Work Experience & Achievements
5. Mention Your Top Soft & Hard Skills
6. (Optional) Include Additional Resume Sections - Languages, Hobbies, etc.
7. Tailor Your Information For the Job Ad
8. Craft a Convincing Cover Letter
9. Proofread Your Resume and Cover Letter.
Resume
RESUME is derived from the French word résumé which means summary.A resume
portrays an overview of one’s education, experience, and competencies. A resume is used to
apply for a new job/position. A resume should be kept 1 to 2 pages long, precisely best if kept
in one page.The resume should be tailored according to the targeted position.
In today’s job market resume is a very, very essential tool, your resume can make a whole lot
of impression with the potential employer. Most people have an impression that a resume will
get them hired but it is wrong. Employers want to know the potential of a person before they
decide to see them. A resume is a tool that will get you an interview and potentially the job.

 A resume is just an outline of your qualifications and specific skills it does not require
elaboration. Best if kept in bulletins.
 A good resume should start with a brief candidate profile, a summary of the
qualifications, trailed by the areas of expertise, and the professional experience in
specific keywords represented in reverse chronological order.It focuses on the recent
experience and summarizes previous experiences.Professional affiliations, computer
skills, and qualifications follow after work experience.
 List only relevant certifications and skills related to the targeted position.
 Do not include irrelevant information such as gender, nationality, hobbies, DOB,
father’s name.

Curriculum Vitae
CV is derived from the Latin word Curriculum Vitae which means “course of life”. A CV is
more comprehensive than a resume, ranging from 2 to 3 pages. Curriculum vitae typically list
all your qualifications, skills, professional affiliations, and experience in chronological order.
 A CV exhibits general skills and expertise rather than focusing on particular skills for
a particular job.
 A curriculum vitae contains detailed information relating to your education,
professional experience, skills, awards, honors,fellowships, publications, certificates,
and much more unlike the bulletin points in the resume.
 A CV could be 2 to 3 pages long but depending on the criteria it can be longer.
 CVs are mostly used by post-secondary institutions i.e, is to apply for research
positions or other teaching positions.

Biodata
A BIO-DATA is the short form for Biographical Data. Bio-data emphasizes on personal
information such as date of birth, religion, sex, ethnicity, nationality, residency, marital
status, and so on rather than on professional information. Although details of education,
work, and other qualifications are included eventually.
 Bio-data is uncommon in western countries; it is mainly in play among the South-
Asian countries such as Bangladesh, India, Sri-Lanka, and Pakistan.
 In India, bio-data is used mostly during marriage arrangements where parents try to
dig up information about the opposite party.
  Bio-data has no page limitation, and it can be customized for the purpose of marriage,
it must contain all your personal information and your salary details mandatorily and
it does not really require your education or professional experience details.

Notice

Notices are a means of formal communication targeted at a particular person or a group of

persons. It is like a news item informing such person or persons of some important event. This
can be an invitation to a meeting, an announcement of any event, to issue certain instructions,
make appeals etc.

It is generally written and then displayed at a public place, where it is accessible to all. They can
be pasted on notice boards. If it is meant for a wider audience it can even be published in a
newspaper. The government when it issues notices must publish it in national and local papers.

Format

Since notices are a formal document, it should follow a structure or a format. Keep in mind there
is no one correct rigid format. Different formats used by different people/organizations can show
some variations. But it is ideal to follow a somewhat similar format for ease of understanding
and uniformity. Let us look at the most used format of notices.

Format:
A notice should be written in the following format:
• the name of the organisation issuing the notice
• the title ‘NOTICE’
• a heading to introduce the subject of the notice
• the date
• the body of the notice
• the writer’s signature, name (in block letters) and designation
Name of organisation/office issuing the notice
Date Notice
Heading

Body of letter
Signature
Name
Designation
1. Name of Issuing Organization/Authority: Right at the very top, you print the name of the
person or company that is issuing the said notices. This will help the reader identify the
notices as important or unimportant to him.

2. Title: When writing notices we mention a title “NOTICE” at the top. This helps draw
attention to the document. Notices are generally posted at a public place or published in
newspapers. It is important that they do not get lost in a sea of information. So a bold title
clearly mentioned helps draw the attention.

3. Date: After the tile to the left-hand side we print the date on which the notices have been
published. Since this is a formal document a date is an important aspect of it since these
documents stay on record.

4. Heading: Then we move on to an appropriate heading to the notices. This heading should
make abundantly clear the purpose of the notices.

5. Body: After the heading, we write the brief and to the point body of the notice. The main
content of the notice features in the body.

6. Writer’s Name: At the end of the notices, we write the name and designation of the
notice-writer. The notices have to also be signed by the same person to lend it authority
and validity.

Content

Notices should cover some important points that are to be communicated to the readers. Let us
summarize the five points that the content of the notice will cover, the five W’s

1. What: What is the notice about? The notice should be clear about what is going to happen
(event), or what has already happened (occasion). This is the crux of the message and
should be written clearly. There should not be any ambiguity.

2. Where: If the notice is about an event, then the location of such an event must be written
clearly. The venue or the location are important details, so make sure to include this in the
notice.

3. When: This is the time and the date of the event or meeting. If possible the duration of
the event should also be mentioned to people can schedule their time accordingly.

4. Who: This will be who the notice is addressed to. Who all are suppose to adhere to the
notice should be clearly mentioned to avoid confusion.

5. Whom: And final detail should be whom to contact or get in touch with. This mentions
who the appropriate authority is to contact.

Tips to Remember regarding Notice Writing

 Be precise and to the point. The ideal length of a notice is 50 words, so precise language
is appreciated.

 It is a formal form of communication so the language used should be formal as well. No

flowery text.

 Keep the sentences short and use simple words. Since notices are fairly brief it is best to
keep it simple.

 Use passive voice as far as possible.

 Present your notices in a proper format in a box. The presentation should be neat and thus
be appealing to the eye.

Example

Q: On the occasion of Diwali your housing society has planned a feast for all its members. As
the chairman of your society write a notice inviting all the members of the society to this
gathering. Provide all the necessary details.

Ans:

ABC Co-operative Housing Society

NOTICE

25th October 2017.

Diwali Gathering

On the auspicious occasion of Diwali, the Society has organized a gathering followed by dinner.
All members of the society are requested to attend the event in the clubhouse of the society at
8:00 pm on the 30th of October.

XYZ

Chairman of ABC Co-operative Housing Society

Inviting tenders
An invitation to tender (ITT) is the initial step in competitive tendering, in which suppliers and
contractors are invited to provide offers for supply or service contracts, the ITT is one process
in IT procurement.

An ITT document specifies all requirements of the organization, including goods, services and
timelines, as well as the evaluation process that will be followed. Invitations to tender are often
used by public sector organizations, which are legally obligated to offer contracts for goods or
service requirements by that process in many countries.

In an open invitation to tender, any vendor who can provide a guarantee of performance may
offer. In closed ITTs, vendors may have been preselected, screened or qualified by an expression
of interest to generate a shortlist of eligible candidates. Often, proposals to a tender are under a
double-envelope system, with separate technical and economical envelopes provided for
individual evaluation by the inviting firm.

Invitations to tender are also known as calls for bids or calls for tenders.

Memorandum

In business, we need to note down details and communicate to other individuals in the
organization. This way of communication in business is memorandum.

A memorandum is a note or a record for future use. For an organization, it is very important to
have an efficient way of communication. It is an intraoffice tool. It has a number of purposes.

In simple words, a memorandum is a written message or information from one person or

department to another in the same business. It is less formal than a letter.

A memorandum is often abbreviated as a memo. Effective memos clearly state the objective in
the first sentence.

Purpose of Memorandum

A person writes a memo with some purposes in mind. It is used

 To inform.
 To inquire.
  One can use it to report.
 To give suggestions.
 To remind.
 One can use it to instruct.
 One can promote goodwill using a memo.
 To communicate the ideas.

Advantages of Memos

Using memos has a number of advantages. Memos are

 Memorandum is quick.
 It is a convenient mean of communication.
 It is inexpensive. Memos are used within an organization so one can use low-quality
paper.
 It helps in maintaining written records.
Parts of Memorandum
There are mainly five parts of a memorandum. They are
Heading Segment
The heading segment of a memo has four basic sections.
TO: Reader’s names and job titles
FROM: sender’s name and job title
DATE: Complete date
SUBJECT: Reason for writing a memo
Opening Segment

In this segment, one can find the purpose of the memo. The opening paragraph includes the
reason or the motive of writing a memo. It gives a brief overview of the memo.

Context

It is the event or circumstance of the problem the writer is solving. One should clearly mention
the context.

Task Segment

It is the segment one must include to mention the steps for solving the problem. One must only
include the needed information. Do proper planning before writing a memo.
Summary Segment

If a memo is more than a page, one must include a separate summary segment. It is not
necessary for a short memo. It helps the reader to understand the main idea of the memo. Also, it
helps to take the required steps.

Discussion Segment

It is the longest part of a memo. It includes all the details supporting the ideas. Remember to
start with general information and then go for more specific one. It includes supporting ideas,
facts, and research.

Closing Segment

Always end your memo with courteous words. Make sure you make the completion of the task
in an efficient and easy way. Try to lure the reader to make the positive action.

Necessary Attachments

One can also attach lists, graphs, tables etc. at the end of a memo. Make a reference for your
attachments and add a notation for them.

The format of a Memo

Important Points to Remember

 Always use a clear and specific subject line.

 Do not waste the reader’s time by using lengthy memos. Be clear and concise.
 Use the active voice.
 Use the first person.
 Be formal.
 Avoids slangs and friendly words.
 One should use a careful and logical arrangement of information.
 Keep the paragraphs short.
 One can use enumerations for the paragraphs.
 One can use solid capitals and center indentation for important details.
 Use of bullets to make points.
 Always end the memo in courteous words.
 Use text fonts and color to attract attention.
 Avoid rude and thoughtless memos.
 It does not need a complimentary close or a signature.
 Proofread the content before sending.

Agenda

Agenda means things to be done. It is a document that outlines the contents of a forthcoming
meeting. It is usually sent along with the notice of the meeting. It is a list of the topics to be
discussed in a meeting. Sometimes the agenda is prepared after the circulation of the notice in
order to include the member’s opinion. If the subject matter of the meeting is secret, the agenda
may not be circulated.

Features or characteristics of agenda:

1. Generally, agenda is sent along with the notice of the meeting.

2. It is written at the end but before or after the signature of the convener of the meeting.
3. It is arranged according to the importance of the end.
 4. Controversial topics should be written at the end.
5. The topics are determined by the secretary with consulting the higher authority or the
convener of the meeting.
6. It is written in brief but explicit manner.

Example

Importance or necessities of agenda

Agenda is the explicit topics to be discussed in a meeting the members. No one can ignore the
importance of an agenda. The necessity or importance’s of an agenda are as follows:

1. As it is circulated in advance, the members of the committee or meeting can take

preparation to discuss the topics accurately.
2. It helps to take a prompt decision.
3. Since it has a set of order, it helps the chairperson to conduct the meeting smoothly.
4. It can ensure covering all the topics that will be discussed in a meeting.
5. It helps to control the unnecessary talking in the meeting.
6. It helps to write the minutes and resolution of the meeting.
 7. As it is served earlier, the members of the meeting can exchange their thought and ideas
informally before holding the meeting

Meaning of minute

“Minutes are the official records of the proceedings of meeting.”

Minute is an official written statement of the motions and resolutions taken in a meeting. It is
brief but a complete record of all discussions held among the members of the meeting. It is also
defined as the official record of the proceeding of a meeting that should be needed to approve by
the participating members of the meeting.

An accurate written record of meetings is essential not only for all those who attended the
meeting but also for those who were unable to attend.

Types of minute: Generally, the minutes of a meeting can be divided into two groups. They are
the follows:

Minutes of narration: These minutes will be a concise summary of all discussions which took
place, reports received, actions to be taken and decisions made. It includes:

 Names of the participating members.

 Name of the proposer and supporter.
 Discussion summary. Resolutions.

2. Minutes of resolution: Minutes of resolution means the written statement of the decisions
that have been taken and approved by the participating members of the meeting. Only the main
conclusions which are reached at the meeting are recorded in minutes of resolution. These are
usually used for statutory meetings.

Difference between agenda and minute

The following factors should be considered in drafting minutes of a meeting:

1. Name and address of the organization

2. Name of the meeting
3. Date, time and venue of the meeting
4. Name of the chairperson
5. Name and signature of the participating members
6. Serial number
7. Following of the rules and structure of minutes
8. Name of the prosper and supplier of resolutions
9. Number of regret letters
10. Easy and understandable language
11. Divisions
12. Proper data
13. Signature of the president