MODULE 4 : BUSINESS LETTERS AND REPORTS

What is a business letter?

• A business letter is a also called as business correspondence letter.

• A business letter is an effective medium to exchange and convey
information, ideas, instructions etc in a written form.
• It is included in the category of formal communication.
• It is used by companies, employees, government, agencies, suppliers
etc
 Essentials of a business letter?

• Keep reader’s interest in mind

• Use correct tone
• Be actual and authentic
• Maintain brevity
• Persuasive
• Use a positive approach
Structure of a business letter
• Letterhead
• Date
• Inside name and address
• Courtesy title
• Subject
• Salutation
• Message
• Complimentary close
• Signatures & designations
• Reference initials
• Enclosures and copy line
TYPES OF BUSINESS LETTERS
• Sales letter
• Credit letter
• Offers and quotations
• Order letter
• Claim letter
• Adjustment letter
• Settlement letter
• Complaint letter
• Collection letter
• Status enquiry
• Persuasive letter
• Follow up letter
• Job application letter
• Letter to editor
• Bank correspondence letter
 Layout of a business letter
Physical appearance
• Good quality of paper
• Proper arrangement of the typed matter
• Properly folded and kept in the envelop
• The envelop itself has to contain the addressee’s name and address and stamping

Standardised styles of letter formats

• Full or complete block form
• Indented form
• Semi-block form
• Modified block form
• Hanging indented form
• Simplified form of N.O.M.A
 Routine letter

• Received with interest

• It is neither negative nor positive
• There is similarity to positive letters
• Always a happy idea is welcomed
• Communicates the idea in the first sentence followed by its description in
the body.
• It includes routine claim letters, routine request letters, routine order
letters etc with ‘Yes’ response.
 REGULAR CLAIM LETTERS
•Claim can be defined as the right of a person to request or demand
something.
•It may be written as a request for an exchange against any damage to the
goods during transportation.
•It includes 2 categories
•Routine claims
•Persuasive claims
•A routine claim letter is written when the policies, terms and conditions
support exchange of the damaged goods without any refusal.
•No unnecessary requests are made.
•There is mutual understanding between the sender and receiver.
•Writer is sure that his complaint will entertained properly.
Routine claim letters
 Routine order letters

•Works on the principle of routine credit letters.

•When more than one item is ordered the data is represented in
tabular form.
•Beginning of the letter should indicate the desire to place order.
•Vague terms like ‘I am interested in must be avoided’.
•Be particular about the items like rates, shades, size, shape etc.
•The mode of payment should also be specified.
•Positive tone about dispatch of the product must be shown.
Routine order letters
 Persuasive letters

• It is a convincing letter from seller to buyer.

• Written with the aim of persuading or influencing one’s opinion.
• The tone of letter decides about the positive or negative impact.
• Example:
• Requesting employees to work on weekends voluntarily.
• Letters for making donations for charity.
• Mostly used by business firms
Persuasive letter
 Positive message or good news letter

• It is a carrier of a optimistic message to the receiver.

• These letters are used on the occurrence of some happy and delightful
event.
• It is written in a very simple language.
• Includes sincerity and honesty.
• The tone is informal and friendly used here.
• It is also known as a affirmative letter.
Positive message or good news letter
 Negative message or bad news letter

• It generally conveys disappointment, bad news, unpleasant

information.
• It includes refusal of employee or customer request.
• Ex: information about product recall.
• The reader must be able to comprehend the negative message.
• The relationship between sender and receiver must not be affected.
Negative message or bad news letter
 Writing reports

• The word report is derived from latin word ‘reportare’ which means
‘to carry back’.
• It refers to the description of the happening of a certain event that is
carried back to a person who was not present at the spot.
• It describes what had happened.
• It generally includes detailed examination of a problem, actions taken,
findings of the enquiry.
• It’s a form of formal communication.
 Objectives or purpose of reports

To evaluate employee’s performance.

To deal with changes in business.
To provide information.
To facilitate record keeping.
To recommend action.
 Preparing reports

• Taking notes and investigating the sources of information.

• Collection of data
• Organizing the report
• Analysing the data
• Writing the report
• Presentation of report
 Kinds of reports
• Basis of legal requirement
• Statutory reports
• Non statutory reports
• Basis of formality
• Formal reports
• Informal reports
• Basis of function
• Informational reports
• Interpretive reports
• Basis of people
• Reports by individuals
• Reports by committees
 Kinds of reports
• Basis of frequency
• Routine reports
• Special reports
• Basis of length
• Short reports
• Long reports
• Basis of subject matter
• Marketing reports
• Accounting reports
• Production reports
 Organization of reports

• Letter form (introduction, findings, recommendations)

• Memorandum form
• Letter text combination form
• Introductory part(title page, table of contents, illustration list, summary)
• Body(introduction, discussion, conclusion, recommendations)
• Appendix(list of references, bibliography, glossary, index)
 Short or informal reports

• They are short letter or memorandum reports.

• It is concise, accurate, unbiased.
• It requires less detailed introduction, visuals, elaborate headings.
• It is also sent through mail in business communication.
Types:
• Progress reports
• Periodic reports
• Technical reports
 Long or formal reports

• It is used in major investigations

• The report includes complex topics.
• Includes informative and persuasive information
• Used for high level administration.
• Very lengthy in appearance.
Types:
• Informational reports
• Analytical reports
• Recommendation reports
 Writing proposals
• The word ‘proposal’ is derived from the word ‘propose’ which means to put forward .
• Hence it is an offer by a party to another party for providing goods or services in exchange
of monetary amenities.
• It is usually issued by a customer or client.

Structure of proposal
• Cover letter or memo • Benefits of proposals
• Title page or cover • Description of solution
• Reference to authorization • Evaluation plan
• Table of contents • Qualifications of personnel
• List of illustrations • Time schedule
• Proposal summary • Cost
• Purpose • Glossary
• Problem or need • Appendixes
• Background • Reference list
Preparation of proposals

• Pre-writing
• Writing
• Re-writing
 Media management

• An information or message regarding a work of a company can be expressed

through various traditional news media such as social media networks,
channels etc. Managing, observing, monitoring of these messages is called as
media management.
• In order to attract public towards their products or services most of the firms
use media interviews, press conferences, press releases.
• The phenomenon in which any information is conveyed to the public by
making use of the medium or media with appropriate selection is called as
media management
 Press conference
• Presentations given by business firms, governments etc through various means
of mass communication throughout the country is termed as a press conference.
• It is performed with vigilance.
• Used especially during crisis.
• One or more spokesperson might be involved.
• One has to be well prepared for it.
• Whatever information is shared with the journalist’s the spokesperson has to
keep a record of it.
• It involves the answering of questions raised out by journalists from different
media.
 Major steps for setting a press conference
• State the reason for holding a press conference
• Prepare the message to be conveyed
• Decide the location of the press conference
• Set the date and time
• Invite the media
• Invite the guests
• Appoint a spokesperson
• Select a moderator
• Prepare background materials
• Practice roles with group members
• Prepare visual aid
 Media interview
• The process in which 2 or more persons convey essential information to the
public with the presence of the interviewer in front of a media or channel is
termed as a media interview.

Types of media interview:

• Print media
• Radio
• Television
 Preparations for media interview
• Before interview
• Know the audience and objective
• Set the agenda
• Prepare for key messages
• Practice

• During interview
• Dress appropriately
• Keep control on the interview
• Don’t say ‘no comment’
• Don’t use jargon

• After interview
• Express gratitude and followup
• Share it
• Learn from the experience
 Group communication

Meetings: The process in which 2 or more people come together for the purpose of
accomplishing a common goal.

• Minimum 2 persons are required to conduct a meeting since it includes exchange of

ideas.
• Can occur through face to face or virtual interactions.
Planning meetings

Objectives
Participants
Timing and venue
Types of meetings

Basis of purpose:
• Problem solving meeting
• Decision making meeting
• Feedback meeting
• Combination meeting
Basis of formality:
formal meeting
informal meeting
 Planning meetings

Objectives:
• To convey information
• To develop opinions
• To exchange ideas and experience
• To discuss problems
• To convince members to accept changes
• To resolve conflicts
• To make decisions
Participants in meetings
CEO
Chairman
Vice president
Secretary
Managing director
Standing committee
Head of the department
Staff members
Others

Timings and venue

 Notice
• A notice contains all the essential information of a meeting such as time,
venue, agenda etc.
• It can either be given orally or in a written form.
• The right for issuing notices lies with the company secretary, chairman, HR.
• The notice should reach all the participants.

Essentials:
• The place where the meeting is going to take place.
• The day, date, timings.
• Details of any special issue to be discussed.
• Name of the person going to head the meeting.
• The date on which the notice is issued.
 Agenda

• A list consisting of various points to be discussed during a meeting is called

an agenda.
• It is generally distributed among members who are likely to attend the
meeting.
• It helps the participants to prepare themselves for the meeting.
• It consists of the attendees, date, timing, venue.
 Minutes

• A minute is a written document that objectively and accurately records the

essence of a meeting.
• Includes various decisions and conclusions made and specific action points
earmarked under a meeting.
• It is important to record minutes as the participants often forget about the key
points made in the discussion and it is also useful to update absentees about
the things that were discussed in the meeting.
 Preparing Minutes of meeting

• Purpose
• Title
• Members present
• Chair’s comments
• Minute numbering
• Action points
 Resolution

• It is the decisions taken at a meeting

• A motion with or without changes is put to vote at a meeting.
• Once the motion is passed it becomes a resolution.