BUSINESS CORRESPONDENCE

1. BUSINESS CORRESPONDENCE

2. Business Correspondence • Business correspondence is an instrument of decision making in the business world. • Business correspondence includes all types of notes, minutes, memos, letters as well as electronic mails and messages. • Correspondence does not exist in a vacuum nor does it have a rigid format prescriptions. • Correspondence provides a record of transactions in business and industry that can be referred to and checked.

3. LETTER WRITING • PROCESS OF WRITING • Analyse your audience • Analyse your purpose • Gather information about your subject • Choose the type of document- letter, e-mail, memo • Draft the document • Format the Document • Revise, edit and proof read the document

4. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • Use the appropriate level of formality • Communicate effectively • Project the “you attitude” • Avoid correspondence clichés • Communicate honestly

5. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • USE THE APPROPRIATE LEVEL OF FORMALITY • Letters, memos and emails are legal property • of the organisation,; they are archived digitally. They may be read by the president, appear in the newspaper or court of law. Therefore, use moderate tone to avoid potential embarrassment. • Informal- Our meeting with H&R Sons went south right away when they threw a hissy fit, saying that we blew off the deadline for the progress report. • Formal- In our meeting, the H&R Sons representative expressed concern that we had missed the deadline for the progress report.

6. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • COMMUNICATE CORRECTLY • Correct writing is writing that is free of grammar, punctuation, style, usage and spelling errors. These problems are often highlighted in e-mails. Letters, especially, represent the organisation to the public ; therefore, inappropriate use of mechanics, grammar reflect negatively on the organization's image. This is unprofessional since it suggests a lack of respect for your readers.- and yourself. It also causes your readers to think that you are careless about your job. • Ensure that your message is accurate and unambiguous. The message should be concise and direct. Direct language should be used in order to avoid confusion and misunderstanding.

7. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • PROJECT THE “YOU” ATTITUDE • This entails knowing your audience. • Correspondence must always convey a positive tone. This is done by using the “you attitude”, that is, looking at the situation from the reader’s perspective or point of view. The content, structure and tone should be adjusted to meet the readers’ needs. Your explanation should be clear and polite. • Speak directly to the individual, addressing the individual’s needs and interests. This is achieved by using the personal pronoun “you". The writer should use a professional ,courteous tone.

8. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • Avoid correspondence clichés- vague and unclear words/expressions should be avoided • Letter clichés • Attached please find • “Referring to your letter on March 19, the shipment of pianos…” • “The writer believes that…” • Natural equivalents • attached is • “As you wrote in your last letter on March19,2012 …” • “I believe…”

9. PRESENTING YOURSELF EFFECTIVELY IN CORRESPONDENCE • Communicate Honestly Communicating honestly show respect for your audience. It is a clear sign of professionalism. The message should be simple and clear for the readers to understand so that they are able to respond to it accordingly. Ideas within the message should be separated within paragraphs.

10. LETTER WRITING • ELEMENTS OF LETTERS • Heading • Date • Inside address • (Attention line)- this is not always necessary • Salutation • Subject line – should be underlined and written as a phrase • Body • Complimentary closure • Signature • ( referent initials) • Enclosure • Copy line

11. LETTER WRITING • FORMATS • Modified block format- • Full block format- everything aligned along the left margin

12. LETTER WRITING • TYPES OF LETTERS • Letter of application • Letter of Recommendation • Letter of Resignation • Inquiry letter • Response to an Inquiry • Claim Letter “ good news” or “bad news” (polite reasonable complaint) • Adjustment letter “good news” or bad news”( response to a claim letter) • Transmittal letter

13. LETTER WRITING • TYPES OF LETTERS • Persuasive Messages • Letters urging action- these usually begin with an attention line • Letter to Raise Funds • Request letters • Order letter

14. LETTER WRITING • Body of Letters • Include subject line if possible • Organize material in direct and descending order) • INTRODUCTION- this states the purpose of the letter. The letter should open with a clear statement that tells the reader why the letter is being written. • BODY- the body gives details that explains the purpose of the letter. It may begin by justifying the importance of the main point, the next few paragraphs may contain more information and supporting details. • CLOSING- the purpose is usually restated. The letter may end with a goodwill expression seeking an action- oriented response. The conclusion states what action the writer wants the readers to take.

15. Sample Business Letter(structure) Business Logo AddressPhone, Fax, and/or Email Website URL Date of Letter’s Mailing Name of Addressee Address Salutation Subject line Opening …………………………………………………………………………….. Body………………………………………………………………………………….. Closing……………………………………………………………………………… Complimentary closure Signature OC: mJ Enclosure C

16. Read the following letter and rewrite it making the needed changes in language, style, tone, and attitude of the letter. • Dear Ms. Chopra, • I have gone through the letter sent by your office last week. Please be advised that our company can accept the offer to which the letter refers because it would be beneficial for our company in several ways. Infact, we have been looking for such innovation programmes for our junior executives for a long time but no training and consultancy company came forward to send us this interesting proposal. • We have gone through the structure of the workshop and find it exhaustive and inappropriate. However, the workshop may not be effective unless it includes some project work relating some important areas of artificial intelligence. Moreover, our company may not be able to upgrade the knowledge level in this regard on a continuous basis unless the project work is included. • There is no doubt that you have worked hard to design the structure of the programme so that it is suited for our needs. Nevertheless, we would not be able to take any action unless we receive your final proposal. Send this positively by the end of May, 2012. • With regards, • Yours sincerely, • Mr. Singh

17. Making claim Letter and requesting adjustments • When you are dissatisfied with a company’s product or service, you make a claim( a formal complaint) or request an adjustment a (claim settlement). • A written letter is better because it documents your dissatisfaction. This requires courtesy, clarity and conciseness. • Do not submit abusive and angry letters.

18. CLAIM & ADJUSTMENT LETTERS ( STRUCTURE) • BEGIN- Begin with a straightforward statement of the problem. You can explain the problem and give details. • MIDDLE- this is usually the longest. Give a complete specific explanation of the details. This may include back up information. Provide any information an adjuster may need to verify your complaint about the faulty merchandise or unsatisfactory service. • CLOSING- in closing politely request specific action or convey a sincere desire to find a solution. And don’t forget to suggest that the business relationship will continue if the problem is resolved satisfactorily. If the remedy is obvious tell your reader exactly what will return the company to your good graces, for example, an exchange if merchandise for the right one or a refund if the item is out of stock. In cases of uncertainty, you can ask the company to make an assessment. • You may document your claims and send copies if necessary. • Remember to always adopt an effective tone.

19. Granting claims & requests for adjustments • Satisfied customers or clients bring additional business to the organization. • Claims and adjustments may be unpleasant at times but it is a golden opportunity to build customer relationship. • When you receive a complaint investigate the matter first to determine what went wrong and why. You will want to determine whether your company, your customer, or a third party is at fault. When your company is at fault you respond to a claim positively in order to protect your company’s image. Do not blame an individual or a specific department. Avoid lame excuses such as “nobody’s perfect” or “mistakes will happen”. • When your customer is at fault, you can refuse the claim and attempt to justify your refusal. Or simply do what the customer asks. • If you choose to grant the claim you can start off with a good news: you are replacing the product or refunding the purchase price.

20. When a third party is at fault, the carrier, the original manufacturer is responsible: simply honour the claim; honour the claim and explain that you are not at fault or refer the claimant to the third party.

21. EXERCISE 1 • You recently purchased a case of grape juice from Nigel’sSupermarket for $6,000. 00 and later found out that it was expired. Furthermore, the beverage recently ruined an expensive white tablecloth. Inventing any reasonable details, write a claim letter to the manager of a store. • As a recipient of the claim letter described above, write an adjustment letter granting the customer’s request.