Module IV

Inquiries
Circulars
Quotations
Orders
Complaints
Collection letter
Banking correspondence
Agency correspondence
Acknowledgments Executions
 Claims & adjustments
Inter-office memos
Minutes
 Circulars & notices
Meaning of Business
Correspondence
 Communication through exchange of letters is known
as correspondence.
 We communicate our feelings, thoughts etc. to our
friends and relatives through letters that may be called
personal correspondence.
 A Businessman also writes and receives letters in his
day to-day transactions, which may be called business
correspondence.
 Business correspondence or business letter is a written
communication between two parties.
 Ex- letters to supplier of goods
 Receive letters from the suppliers
 Seeking information about availability of goods, price,
quality, sample etc. or place order for purchase of
goods
 Importance of Business
Correspondence
i) Help in maintaining proper relationship
ii) Inexpensive and convenient mode
iii) Create and maintain goodwill
iv) Serves as evidence
v) Help in expansion of business
Essential Qualities of a Good
Business Letter
The qualities of a good business letter can be
qualified in to two types:
a. Inner Qualities; and
b. Outer Qualities
a) Inner Qualities - The inner qualities of a
good business letter refer to the quality of
language, its presentation, etc. These
facilitate quick processing of the request and
that leads to prompt action.
The various inner qualities of a good business letter are as
follows:
(i) Simplicity - Simple and easy language should be used
for writing business letters. Difficult words should be
strictly avoided, as one cannot expect the reader to refer
to the dictionary every time while reading letter.
(ii) Clarity - The language should be clear, so that the
receive will understand the message immediately, easily
and correctly. Ambiguous language creates confusion. The
letter will serve the purpose if the receiver understands it
in the same manner in which it is intended by the sender.
(iii) Accuracy - The statements written in the letter should
be accurate to, the best of the sender’s knowledge.
Accuracy demands that there are no errors in the usage of
language - in grammar, spellings, punctuations etc. An
accurate letter is always appreciated.
(iv) Completeness - A complete letter is one that
provides all necessary information to the users. For
example, while sending an order we should mention the
desirable features of the goods, i.e., their quality, shape,
colour, design, quantity, date of delivery, mode of
transportation, etc.
(v) Relevance - The letter should contain only essential
information. Irrelevant information should not be
mentioned while sending any business correspondence.
(vi) Courtesy - Courtesy wins the heart of the reader. In
business letters, courtesy can be shown/expressed by
using words like please, thank you, etc.
(vii) Neatness - A neat letter is always impressive. A letter
either handwritten or typed, should be neat and
attractive in appearance. Overwriting and cuttings
should be avoided.
b) Outer Qualities - The outer qualities of a good business
letter refers to the appearance of the letter. It includes the
quality of paper used, colour of the paper, size of the paper
etc. Good quality paper gives a favourable impression in the
mind of the reader. It also helps in documenting the letters
properly.
(i) Quality of paper - The paper used should be in accordance
with the economic status of the firm. Now-a-days the cost of
the paper is very high. Therefore, good paper should be used
for original copy and ordinary paper may be used for
duplicate copy.
(ii) Colour of the Paper - It is better to use different colours
for different types of letters, so that the receiver will identify
the letters quickly and prompt action can be taken.
(iii) Size of the paper - Standard size paper (A4) should be
used while writing business letters. The size of the paper
should be in accordance with the envelopes available in the
market.
(iv) Folding of letter- The letter should be folded
properly and uniformly. Care should be taken to
give minimum folds to the letter so that it will fit
the size of the envelope. If window envelope is
used then folding should be done in such a way
that the address of the receiver is clearly visible
through the transparent part of the envelope.
(v) Envelope - The size and quality of the envelope
also need special attention. The size of the letter
should fit the size of the letters. The business
firms use different types of envelopes i.e.,
ordinary envelope, window envelope, laminated
envelope etc.
Parts of a Business Letter
The essential parts of a business letter are as follows:
1. Heading -The heading of a business letter usually contains
the name and postal address of the business, E-mail
address, Web-site address, Telephone Number, Fax
Number, Trade Mark or logo of the business (if any)
2. Date - The date is normally written on the right hand side
corner after the heading as the day, month and years. Some
examples are 28th April ,2003 or April 28, 2003.
3. Reference- It indicates letter number and the department
from where the letter is being sent and the year. It helps in
future reference. This reference number is given on the left
hand corner after the heading. For example, we can write
reference number as AB/FADept./2003/27.
4. Inside address - This includes the name
and full address of the person or the firm to
whom the letter is to be sent. This is
written on the left hand side of the sheet
below the reference number. Letters should
be addressed to the responsible head e.g.,
the Secretary, the Principal, the Chairman,
the Manager etc. Example:
The Chief Manager,
State Bank of India
Utkal University Campus
Bhubaneswar,
Orissa- 751007
Addressing Individuals:
i) ‘Mr’ or ‘Shri’ is used for addressing a man
ii) ‘Miss’ is used for an unmarried woman
iii)‘Mrs’ or ‘Shrimati’ is used for a married woman
iv)‘Ms’ is used for a woman whose marital status
is not known.
v)‘Messers’ or ‘M/S’ is used for addressing a
partnership firm.
vi)Titles/ranks such as ‘Colonel’, ‘Professor’,
‘Doctor’ etc are used as: Col., Capt., Dr.,
5. Salutation - This is placed below the inside
address. It is usually followed by a comma (,).
Various forms of salutation are:
Sir/Madam: For official and formal correspondence
Dear Sir/Madam: For addressing an individual
Dear Sirs/Dear Madam: For addressing a firm or
company.
6. Subject - It is a statement in brief, that indicates
the matter to which the letter relates. It attracts the
attention of the receiver immediately and helps him
to know quickly what the letter is about. For
example,
Subject: Your order No. C317/8 dated 12th March
2003.
Subject: Enquiry about Samsung television
Subject: Fire Insurance policy
7. Body of the letter- This comes after salutation. This
is the main part of the letter and it contains the actual
message of the sender. It is divided into three parts.
(a) Opening part - It is the introductory part of the
letter. In this part, attention of the reader should be
drawn to the previous correspondence, if any. For
example with reference to your letter no. 326 dated.
12th March 2003, I would like to draw your attention
towards the new brand of television.
(b) Main part - This part usually contains the subject
matter of the letter. It should be precise and written in
clear words.
(c) Concluding Part - It contains a statement the of
sender’s intentions, hopes or expectations concerning
the next step to be taken. Further, the sender should
always look forward to getting a positive response. At
the end, terms like Thanking you, With regards, With
warm regards may be used.
8. Complimentary close - It is merely a polite way of ending a
letter. It must be in accordance with the salutation. For example:
 Yours faithfully- Dear Sir, Dear Madam, Sir
 Yours sincerely- Dear Mr Smith, Dear Sheela
 Yours respectfully- when writing to a person with a very high
position.
9. Signature - It is written in ink, immediately below the
complimentary close. The name of the writer should be typed
immediately below the signature. The designation is given below
the typed name. Where no letterhead is in use, the name of the
company too could be included below the designation of the
writer. For example:
 Yours faithfully
 For M/S Acron Electricals
 (Signature)
 SUNIL KUMAR
Partner
10. Enclosures - This is required when some
documents like cheque, draft, bills, receipts, lists,
invoices etc. are attached with the letter. These
enclosures are listed one by one in serial numbers. For
example :
Encl : (i) The list of goods received
(ii) A cheque for Rs. One Thousand dtt. Feb. 27,2003
(Cheque No........) towards payment for goods
supplied.
11. Copy circulation - This is required when copies of
the letter are also sent to persons apart of the
addressee. It is denoted as C.C. For example,
C.C. i. The Chairman, Electric Supply Corporation
ii. The Director, Electric Supply Corporation
iii. The Secretary, Electric Supply Corporation
12. Post script - This is required when the writer
wants to add something, which is not included
in the body of the letter. It is expressed as P.S.
For example,
P.S. - In our offer, we provide two years
warranty.
BUSINESS MEETINGS-
NOTICE, AGENDA AND
MINUTES
Importance
NOTICE
 Example: Notice of the
Meeting
 ABC Ltd.
 10. Kasna Road, Greater Noida, G.B. Nagar
 Dated: 31/01/2015
 NOTICE
 Notice is hereby given that the 12th Annual General
Meeting of the Shareholders of the company will be
held at 10 a.m. sharp at the Radisson Blue Hotel,
Greater Noida on 15th February, 2015.
 Agenda:
 1)
 2)
 By the order of the Board
 Secretary
 Agenda
Business Agenda means the business transacted at a
meeting. The secretary is in charge of the preparation
of an agenda for the board meeting or a general
meeting with the permission of the Board of Directors.
Features of Agenda:
1. It forms the part of the notice for the meeting.
2. It is fixed before the meeting for relevant discussion in
serial order
3. It lists all the points for discussion in serial order.
4. It contains name of the organization and nature of the
meeting.
5. The last item of the agenda is ‘Any other matter with
the permission of the Chairman.’
Considerations for
Preparation of Agenda
 It should be clear and explicit.
 It should be drafted in a summary manner.
 Each item of the same nature should be
numbered in serial number.
 Minutes of Meeting
 Minutes are written records about what has been
said or decided at the meeting. They act as
permanent records for future reference.
 They remind people of the assignments they
have taken on and the deadlines they need to
meet.
 They also inform people who were not present in
the meeting on what had happened in the
meeting and what decisions were taken.
 One person is designated at each meeting who
will be responsible at the meeting for taking the
minutes of the meeting.
 Details to be taken at the
Meeting for the minutes.
 Name of the body and the Nature of the meeting.
 Day, Date, Time and Place of the meeting.
 The number of meeting if in series; Eg: 4 th or 5th Meeting
 Time of the meeting called to order.
 Name of Chairperson of the meeting
 Names of the members present and of those who could not attend,
and also of those who attend by special invitation.
 Approval of the minutes of the previous meetings and any
amendments.
 Summary of reports, announcements and other information shared.
 Proposals, resolutions, motions, amendments, a summary of the
discussion and final disposition.
 Time of Adjournment
 Date, Time and Location of the next meeting.
 Signature of the secretary and the Chairperson.
The main reasons for keeping minutes are:
 • To provide a permanent record for future
reference.
 • To provide formal evidence of expenditure
and actions authorised.
• To provide a record of policy decisions made.
 • To provide a starting point for action to be
taken in the future.
 • To inform members not present.
 • To assist the funding of future meetings.
Office Memos
What is a Memo?
 A memorandum (or memo) is a
short piece of writing used by an
officer of an organization to
communicate within the
organization.
It is the most common form of
written communication between
people or departments, or even
branch offices of an organization.
 Why a Memo?
 To provide information – I attended the meeting of the
executive committee. The main points discussed were.......
 To issue an instruction – Staff members are requested to
attend the orientation session to be held in the conference
room at 11 a.m. Today.
 To convey a policy decision – The executive committee
has decided to pay one day’s salary for working on a
Saturday.
 To offer suggestions – I think in-house training should be a
regular feature for all cadres.
 To record/report an agreement – During the meeting held
on August 6, it was decided that we buy 3 LCD projectors.
 Writing Memos
 A memorandum, often referred to as a memo, is a form used by a
person known to the receiver personally.
 Therefore, it is less formal in tone and does not have formal elements
such as Salutation, subscription, greeting or even a signature at the end.

 To.............. Date.............
 From.........

 Subject............
 A memo addresses the subject under discussion immediately. It is short
and written in a friendly tone.
 All business messages and information solicit a friendly, cooperative
and positive response from employees, seniors or junior colleagues.
 A harsh or unfriendly tone will dishearten the reader of the memo and
lower morale.
 For example, consider the following memorandum from a works manager to
the supervisors under his management:

“Every Saturday morning all supervisors in my plant must meet and report
on the clean up of their individual shop floors. All reports must be
submitted by afternoon”.

 In this memo, the tone is of distrust and authority. The works manager uses
“all” and “must” twice. It shows that he does not consider any of his supervisors
responsible. The use of “must” indicates that he doubts their sense of duty. The
manager can direct his supervisors without doubting their sense of duty.

 Further, the memo is vaguely worded. The reader will not know which
Saturday the meetings begin and when they are to be held – morning is a long
period of time and is not specific.

 In addition, questions such as where the meetings are to be held are not
addressed. No reference of place is made.

 The manager should indicate the specific time by which the reports are due.
Finally, the phrase “clean-up” does not completely convey all that is to be
considered while inspiring the work.
Guideline for Memos
 Do not assume that everyone knows
everything related to the issue discussed in the
memo.
 Explain the causes of problems or reasons for
changes being suggested.
 Be clear, concrete and specific.
 Be pleasant rather than commanding or
authoritative. Use “you” attitude.
 Ask for feedback or suggestions.
 Advantages of a Memo
 Inexpensive: Because of its hand to hand circulation within the
organization, it is an inexpensive means of communication.
 Convenient: it is convenient to write and read a memo, as all
headings like date, person, etc. are usually printed in a
standardized format.
 Future Reference: Memos are usually stored in office files or
on computer. As a result, they can be used for future reference.
 Quick: Memos ensure quick and smooth flow of information in
all directions. With the exchange of memos, executives and
employees can interact with much disturbance to their routine.
 Fixing Accountability: As memos are records of facts and
decisions, they establish accountability.
 Excel Corporation
Internal Memorandum
To: All Employees
From: Lisa Joseph, Head, Administration
Subject: Misuse of Office Telephones

In view of soaring administrative costs, we have revised

our policy on the use of office telephones. So far, our
policy has been to discourage the use of office telephones
for personal purposes because of the costs involved. We
realize that this may not be a convenient solution, so
employees can now use office telephones for personal
calls by paying for each call.
The details of charges for local and outstation calls
have been put up on the notice board.

Lisa Joseph
 Memo regarding safety
precaution
 JINDAL STEEL MILLS
 MEMORANDUM
 Date: _________________
 From: The Managing Director
 To: The Operations Manager
 Subject: Safety Precautions
 We have decided to launch a drive to improve safety
precautions throughout the factory due to the accident which
occurred in the blast furnace recently. First of all, we want to
eliminate the source of accidents by removing all possible danger
points . Secondly, we want to make all our employees fully aware
of danger to themselves if they do not follow the instructions.
1) Please prepare a report for me on what you consider the danger
points to be and how to protect the staff against themselves.
2) Inform all employees of the risks to them if they do not follow the
safety regulations.
Thanking you.
C.C. The Human Resource Manager
 Office Orders
 Office orders are authoritative instructions or directions
that flow downward.
 They suggest compliance by the subordinates, failing
which administrative action can be taken. Office orders
are usually related to posting transfer, promotion,
suspension, fixation of pay, imposing certain restrictions,
taking of any disciplinary action, etc.
 The following should be kept in mind:
Specify clearly the persons for whom it is meant.
Keep the language simple, direct and concise.
Ensure that it is complete, clear and free from ambiguity.
Check the distribution list to ensure that all concerned parties
needing copy of the order are covered.
Ensure that the office order is duly signed by a competent
authority.
 visit the canteen during lunch
hours only.
 SUNNY ENTERPRISE LTD.

 Date: June 16, 2014

 OFFICE ORDER
 It has come to my notice that some of the employees
visit canteen during the office hours. If they need
tea/coffee/cold drinks/snacks during office hours, they can get
at their seats. It may be noted that they allowed to visit the
canteen only during the lunch break from 1 p.m. to 2 p.m.
 This order comes into force with immediate effect. If
any of the employees is found in canteen during office hours,
disciplinary action will be taken against him.
 K.K. Gupta
 General Manager
 Copies: Notice Board: All Departments
 Office Order asking employees
to sit overtime
 J.K. TRADING CORPORATION
 Date: 1.7.2014
 OFFICE ORDER
The following staff members are advised to sit overtime
today at 5 p.m. to 7 p.m. and complete the following work
of balancing of ledgers:
1) Mr. Amit Singh Ledger No. 1 to 5
2) Mr. Suman Kumar Ledger No. 6 to
10
Manager
Administration
To: Mr. Amit Singh
To: Mr. Suman Kumar
Office Notices
Office Notices
Office Notices are means of horizontal
communication. They are exchanged
between officers of equal rank or
between departments of an
organization.
They are used to obtain or convey
information and suggestions. The format
or layout of office notes may vary from
company to company.
 Office Note informing stock
taking in the stores
 RANJAN INDUSTRIES LTD.
Date: 20.03.2014
Ref. No. _____________________
From: Stores Deptt.
To All Departments
Subject: Stock Taking for the year ending 31.03.2014

The stocktaking for the purpose of closing the accounts for the
year ending 31.3.2014 will begin on 30.3.2014. All departments
are advised to draw their requirements latest by 28.3.2014.
The Stores Department would not be able to make supplies to
the customers also on 30th and 31st March, 2014.
Rajesh Agarwal
Stores Manager
Copy to: All Departments
Writing For Employment

Module - 6
 Cover Letter/Application
Letter
“The art of projecting one’s personality plays a key role
in career advancement.”

The letter of application is a special covering letter that

is written to sell one’s services.
The application letter demonstrates the applicant’s
communication skills and function as an interview
request when it impresses the potential employer with
the applicant’s abilities and education.
It should be informative, to the point and short.
It should possess the qualities of effective sales letters.
 Essentials of covering letter
Personal details: age, fitness, and marital status
Educational qualifications
Special trainings, if any
Experience and achievements
Special honours and distinctions, if any
Special personal qualities which make you
suitable for the job.
References: Names and addresses of persons
who can vouch for your achievements.
 Drafting the Cover Letter
(1) The First Paragraph/ Introductory Paragraph
 Identifies the objective exactly
 Should attract the employer’s attention
 State the reasons for his/ her interest in that
particular company.
 Should specifically state the position/ job you are
applying for and how you came to know about it –
usually through advertisement or a contact.
 Ex- I wish to apply for the post of Financial
Manager advertised by you in Times of India on
March 4, 2015.
 Drafting the Cover Letter
(2) The Second Paragraph
 Gives evidence of the applicant’s ability and
qualifications.
 Emphasize those aspects of your qualities which the
post requires.
 Highlight important courses/ projects that enhances
your suitability for the position.
 Describe any extracurricular activities that show
leadership qualities.
 State your previous experience by giving full names of
the organizations you worked for, your designation and
your nature of duties.
 Drafting the Cover Letter
(3) The Third Paragraph/ Closing Paragraph
Try to motivate the employer to respond
favourably.
Immediate aim should be secure an interview.
Suggest that you can come in for an interview at
the employer’s convenience.
Ex- I hope my qualifications will merit your
consideration.
I look forward to hearing from you soon.
I would appreciate an opportunity of attending an
interview.
 Tips for writing application
letter
Coherence
Concreteness
Simplicity
Emphasis
Originality
Spotless
Error free
Well formatted on a standard white sheet.
Addressed to a specific person
Sign the letter before mailing
 Elements of Structure
1. Address of the applicant and the date
 Written at top of the letter.
 Leave two space between the address and the date
2. Employer’s name and address
 Two space below the level of date and aligned with
left margin
3. Salutation
 Dear Sir/Sirs
4. Body
 Three paragraphs
 Elements of Structure
5. Complimentary Close
Yours truly
Yours faithfully
Yours respectfully
6. Signature
It should be distinct and the name of the applicant
should be typed below it.
7. Enclosures
Documents enclosed should be specified.
If the list is long, prepare a list of enclosures and
write: ‘Encl. See list attached.’
Your Address
Your Contact Information
 
Date
 
Contact Name (if available)
Contact Title
Company Name
Company Address
 
Dear Mr./Ms./Dr. (if no contact, you can say “Human Resources Manager, or Hiring Manager”),
 
The first paragraph is an introduction of yourself and how you learned of the opening, as well as your interest in the position/organization. This requires you to relate yourself to the organization
or to the position in order to demonstrate your interest.
 
The middle paragraph(s) is a profile of how your skills and experience match the qualifications sought. In order to do this, consider the following points:
Read the job description carefully to get a clear idea of what the company is looking for. This goes beyond just the “qualifications” section of a job description- make sure to discuss your ability
to do the job.
Review the company website to learn what type of person the company might value.
Match your background, whether it is work experience, academics, volunteer experience, etc. and describe why you believe those experiences make you a qualified candidate for the position.
 
The last paragraph wraps up the cover letter. You should reiterate your interest in the position, and desire to hear from them regarding the opportunity. You also want to thank the reader for
their time in considering your application, and provide information for how you can be reached. If you would like, and are able to, you can state that you will follow-up with them directly. Be
positive and confident (without being arrogant).
 
Sincerely,
 
 Signed Signature (if a physical copy is being sent)
  
 Name (Typed)
 Example of body of cover
letter
Re: Community Advocate Position
 
Dear Ms. Name,
 
I am very interested in your posting for a Community Advocate, which I found through the CareerZone on the St. John
Fisher website. My enthusiasm for community building along with my recent Bachelor of Arts in Sociology with a
minor in Psychology, prompted me to forward my resume to you immediately with the hope of further discussing
my qualifications for this position.
 
In addition to my strong academic background, I have had valuable team building and leadership experiences, both as
Captain of the Fisher Soccer team and in my volunteer work as a Service Scholar. Among the projects our service
group actively supports are the Habitat Housing Project in the city of Rochester and the new tutoring program in
the East Rochester High School Math & Writing Center. I was part of an active group of advocates for those
students whose parents could not afford regular tutor fees and later helped to co-design the curriculum.
 
The posting for Community Advocate states that self-motivation and leadership are key qualities in a successful
candidate. I believe my background and dedication to service of those in need demonstrates my personal drive to
make a difference in my community. I was also privileged to discover the richness of cultural history and diversity
during my semester abroad at the University of Limerick in Ireland.
 
I look forward to meeting with you to further discuss how I can make a positive contribution to XYZ organization as a
Community Advocate. I can be contacted through email at or phone at __ . Thank you very much
for your consideration.
For more examples read from TAXMAN’S
BUSINESS COMMUNICATION – K.K SINHA.
Thankyou