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An Assignment on
Drafting Business
Messages and Business
Letters
Course No: Eng 2109
Course Title: Business English
Section: A
Submitted To
Abdur Rahman Shahin
Assistant Professor
English Discipline
Khulna University
Submitted By
Md. Shahrear Mahmood
Roll No: 081406
B A (Hons.), Second Year, First Term
English Discipline
Khulna University
1
Table of Contents
1. Acknowledgement .............................................................................................................................................. 2
2. Preface................................................................................................................................................................... 3
3. Business Communication.................................................................................................................................. 4
4. Employment Ads ................................................................................................................................................. 6
5. Mem o or Mem or and um ............................................................................................................................. 9
6. Business Letters ................................................................................................................................................ 14
7. Request Letters.................................................................................................................................................. 23
8. Letter of Acceptance ........................................................................................................................................ 26
9. Letter of Acknowledgement ........................................................................................................................... 28
10. Letter of Recommendation ............................................................................................................................ 30
11. Postscript ............................................................................................................................................................ 33
12. Bibliography ...................................................................................................................................................... 34
Table of Figures
Acknowledgement
I would like to acknowledge and extend my heartfelt gratitude to the following persons who
have made the completion of this Assignment possible: Our honorable Dean, Mr. G M Javed Arif, for
his vital encouragement and support. I would also like to thank Mr. Abdur Rahman Shahin our
honorable course teacher, for his understanding and assistance. And my fellow classmates for their
help and inspiration they extended. I am also grateful to all the faculty members and Staff of English
Discipline for assisting in the collection of the resources for the assignment. And most especially to
my family and to Allah, who made all things possible.
Preface
Communication is an essential part of our everyday life. From dawn to midnight everyman is
somehow engaged in communication. While at home a man reads news paper or magazine or watch
television or in office he exchanges his views with his collogues or boss etc. These all are part of
communication. And in Business world this communication bears a tremendous significance.
With the rapid development of industry and technology, an increasing need has been felt for
improving skills of communication at all levels of administration. And Business correspondences are
major forms of communication in the professional world. Business correspondence is
communication form one person or organization to another person or organization and it has
developed a formal structure which is dictated by the age-old need for personal relationship and
courtesy in business
In this assignment I have tried to give a fair description of structure and formal rules and
regulation of composing of certain business messages and business letters. I have collected the
information about the rules and format of these correspondences from several books and website
documents written by experienced teachers and professionals in this area which I have mentioned in
the Bibliography section. I hope this assignment will be able to best reflect my efforts.
4
Business Communication
One of the most complex and pervasive elements of modern organizations is the
communication, which takes place within them. Communication is essential to virtually every
employee as they perform their job duties. Communication activities range from a simple request for
information sent by one employee to another to the negotiation of a new labor contract by
management and union representative.
Communication Process
A model of the communication process is shown in Figure: 1. An examination of the model
will reveal the following pattern: The communication process, which is affected by the external
environment in which the communication takes place, begins with a sender that creates a message
that is transmitted through a channel to the receiver. The receiver subsequently interprets the
message and reacts by providing a feedback. At this point the communication process starts again,
with the receiver the sender and the sender is the receiver. Noise can infiltrate the process at any
point.
External Environment
External Environment
Feedback
External Environment
A variety of different types of communication are found in the modern organizations, such
as: Oral communication, written communication, oral and written communication, visual
communication, and non verbal communication. Examples of this kind of communication found in
each of these categories are presented below.
8. Newsletters
9. Magazine and
newspaper
articles
Among the above communication types written communication is the most important and
plays a significant role in our economy and in the daily routines of the vast majority of organizations,
an understanding of the essentials of the written communication is critical. We must know WHAT to
say and HOW to say it! In addition, we must design our messages to portray the exact meaning as
well as create a favorable impression. Well-worded messages not only bring the sender and the
reader closer together, but also make the writer appear more friendly, helpful and interested.
So we must be careful about written business communication. Some certain types of written
business correspondence, their definition, purpose, format and examples are provided in the
following pages.
6
Employment Ads
The advertisement which is designed in against of vacant posts is called an Advertisement for
Job or Simply Employment Ad. Generally this kind of advertisement is published in the daily news
papers, Company’s Official website or Online Job Portals. Employment ads are very common and an
essential component in the process of recruiting new employees. A candidate applies for a job when
the company publishes an advertisement.
There are no fixed rules of composing this type of advertisements. But there are some elements
which are common in Employment Ads. These elements are:
1) Attractive Appearance
The ad should look attractive, because it has to attract the reader’s attention. Attractive words
such as: Excellent Career Opportunity, Are You Game For A Challenge?, Build You Career, etc, are
generally used.
Company’s name and logo should be used in the ad to express the company’s identity and the
logo prevents the possibility of confusion between companies with nearly similar name.
The employer should state the necessary qualifications of the candidate in the advertisement.
Duties and the responsibilities of the post should be clearly stated in the advertisement
6) Salary
The last date to submit application letter should be mentioned in the advertisement.
The advertiser should mention their address if any candidates needs additional information.
(Ibrahim, Rahman and Mohammad)
7
1) Studying Ads
The writer should look at other people's ads for some ideas. When looking at these ads he can
think about what caught our attention as well as what didn't. By doing this, he will see what kind
of ad that he needs to write that will bring us results.
The headline is the most important part of the advertisement. The headline should be no longer
than 5 to 7 words. The writer should use "Action" verbs that catch the reader’s attention or ask a
question to catch their attention. He should type the headline in all caps or cap the letter of
every word to get the reader’s attention. For example, “WOULD YOU LIKE TO BUILD YOUR
CAREER?" or “Would You Like To Build Your Career?"
The advertisements should be kept brief and concise. The writer should not give the reader too
much information. Most people will not read advertisements that are long and full of hype.
When writing advertisement, the writer should only use a few descriptive words to simply state
what he is offering, but still try to attract their curiosity.
The writer should not use “all caps” in the body of the advertisement. If all caps is used
throughout the Ad it will make the advertisement hard to read, and is also considered as
shouting. Most people will consider this as being impolite and will not look at what is being
offered.
The writer should always finish is advertisement by telling the reader exactly how to respond to
the ad. He should also included his e-mail address and website address if available
6) Revising
After writing the Ad, the writer should revise the advertisement over and over again to prevent
any wrong information being included in the ad.
7) Proofreading
The writer should always proof read his advertisement before placing them anywhere. He
should also, make sure the web and e-mail addresses he provided are correct and in working
order, because the advertisement will not be worth anything if it has the wrong contact
information. This is one of the main reasons why an advertisement may have poor responses.
(Barraclough)
8
Example of an Employment Ad
C a r e er O p p or t uni ty
Abul Khair Group Invites application from experience & professional persons for following
positions:
Responsibilities:
Responsibilities:
Budgetary & internal control of units/departments.
Preparation of Departmental profitability, Cost & revenue analysis.
preparation of the management information system (MIS) reports as well as
performance analysis
Implementation of cost management accounting practices and further development.
In depth business analysis & item cost analysis.
Coordination and preparation of monthly budget.
Competency Required for the position:
Self starter (drive & initiative), Team worker, Gaining commitment from people at all
levels, Leading & Developing people, Analytical ability & creativity in the professions and
High level of passion & integrity in business behavior.
Potential candidates in their respective field satisfying the job requirements are invited to
apply with complete CV, a recent passport size photograph, addressed to Head of Human
Resources, Abul Khair Group, D.T. Road, Pahartali, Chittagong on before 5th March, 2009.
B ui l d y o u r c a r e e r
Memo or Memorandum
A memo is a document typically used for communication within a company. Memos can be
as formal as a business letter and used to present a report. However, the heading and overall tone
make a memo different from a business letter. Because you generally send memos to co-workers
and colleagues, you do not have to include a formal salutation or closing remark. (Introduction:
Writing Memos)
Memo is the short form of Memorandum. It is short piece of writing generally used by the
officeres of an organization for communicationg among themselves. That is why it is also called
Intraoffice Memorandum. (Sharma and Mohan)
Purpose of Memos
Memos have a twofold purpose: they bring attention to problems and they solve problems.
They accomplish their goals by informing the reader about new information like policy changes,
price increases, or by persuading the reader to take an action, such as attend a meeting, or change a
current production procedure. Regardless of the specific goal, memos are most effective when they
connect the purpose of the writer with the interests and needs of the reader. (Memo Writing)
1) Smooth Flow Of Information: Memo ensures quick and smooth flow of information at all
levels within the organization.
2) Maintaing Good Business Relationship: Memo enables officers to maintain good business
realtionship.
3) Informing Decisions And Actions: Memo informs the decion and actions of the management
to the the employees.
4) Requesting Decisions And Actions: A Memo can be used to request decisions and actions.
5) Provide Infromation: Memo provide information from one level to another within the
organization.
6) Reminding Some Action: If requires Memo can be used to remind certain employee or
collegues about some action.
7) Avoiding Personal Contact: Memo is helpful when someone wishes to avoid coming into
personal contact with certain collegues.
8) Establishing Accountibility: Since a Memo is is record of facts and decicion, authority can
check it in the future to find out what went wrong and who is responsible for them.
10
Types of Memos
Each memo is written for a specific purpose to a specific audience. The purpose and
audience of the memo decides what type of memo you should be written. Even though no two
memos are identical, four common broad categories exist. If you are unsure about how to format
your memo, ask your instructor or review memos your co-workers have written.
1) Directive Memo
A directive memo states a policy or procedure the writer wants the reader to follow. The length of
the memo depends on how much space is required to properly explain the procedure.
2) Response Memo
The purpose of this memo is to provide the audience with desired information. It usually has four
parts:
1. Purpose statement
2. Summary
3. Discussion
4. Action
A trip report memo is usually sent to a supervisor after an employee returns from a business
venture. The structure is listed below:
1. Purpose statement
2. Summary
3. Discussion
4. Action
Memos are often used to report on inspection and procedures. These memos are known as field or
lab reports. They include the problem, methods, results, and conclusions etc.
1. Purpose of memo
2. Summary
3. Problem leading to the decision to perform the procedure
4. Methods
5. Results
6. Conclusions
7. Recommendations (Introduction: Writing Memos)
11
Parts of a Mem os
Standard memos are divided into segments to organize the information and to help achieve
the writer's purpose. These segments are:
1) Heading Segment
2) Opening Segment
The purpose of a memo is usually found in the opening paragraph. It includes: the purpose of the
memo, the context and problem, and the specific assignment or task.
3) Context
The context is the event, circumstance, or background of the problem you are solving. Writer may
use a paragraph or a few sentences to establish the background and state the problem. Often it is
sufficient to use the opening of a sentence to completely explain the context, such as,
4) Task Segment
One essential portion of a memo is the task statement where the writer describes what he is doing
to help solve the problem. If the action was requested, the writer’s task may be indicated by a
sentence opening like,
“To determine the best method of promoting the new fall line, I will....”
5) Summary Segment
If the memo is longer than a page, the writer can include a separate summary segment. However,
this section not necessary for short memos and should not take up a significant amount of space.
This segment provides a brief statement of the key recommendations he has reached. It will help
the reader to understand the key points of the memo immediately.
6) Discussion Segments
The discussion segments are the longest portions of the memo, and are the parts in which the
writer includes all the details that support his ideas.
12
7) Closing Segment
After the reader with all of the information, the writer should close the memo with a courteous
ending that states what action you want your reader to take. Make sure you consider how the
reader will benefit from the desired actions and how you can make those actions easier. For
example, you might say,
“Let me know if you like these choices. I will begin contacting them
as soon as I have your approval.”
8) Necessary Attachments
The writer should document his findings or provide detailed information whenever necessary. He
can do this by attaching lists, graphs, tables, etc. at the end of the memo and he should refer the
attachments by adding a notation about what is attached below the closing, like this:
Fo rmat of Memos
The format of a memo follows the general guidelines of business writing. A memo is usually
a page or two long, should be single spaced and left justified. Instead of using indentations to show
new paragraphs, skip a line between sentences. Business materials should be concise and easy to
read. Therefore it is beneficial to use headings and lists to help the reader pinpoint certain
information.
The writer can help your reader understand his memo better by using headings for the
summary and the discussion segments that follow it. For example, instead of using "Summary" for
the heading, "New Advertising Recommendations," can be used which is much more specific.
For easy reading, the writer should put important points or details into lists rather than
paragraphs when possible. This will draw the readers' attention to the section and help the audience
remember the information better.
Ex ample of a Memo
MEMORANDUM
career placement
internship & co-op opportunities
marketing in the nonprofit organizations
what to expect in one’s first year of marketing
Ylce Lopez is the Monmouth College alumna and the current director
of recruiting for Marketing concepts in Chicago. She could speak
on both job search strategies and what to expect in one’s first
year in marketing.
Business Letters
Letter is one of the oldest forms of written communication. Despite the many modern
communication methods, business letters are still very often the main and the widely used means of
establishing business relations. Letters acts as the ambassadors of the for business organizations. So,
a good first impression is essential for business letter. The letter or correspondence that carries all
kinds of information related to business activities is called a business letter. (Ibrahim, Rahman and
Mohammad)
Business Letters
Information
Sales Letters Problem Letters Goodwill Letters
Letters
Concessions Greetings
Inqueries Circular
Sympathy
Order Agents
Condolence
Payment Travellings
There are basically four principles regarding writing business letters. They are:
Courtesy
Correctness
Conciseness
Clarity
Concreteness
Completeness
1) Courtesy
Courtesy enhances the relationship between the reader and the writer and it also increase
the reader’s self esteem. The consideration the writer shows in his correspondence also enhances
his company’s quality and prestige. There are several factors that should be kept in mind. They are:
2) Correctness
The document must be properly written and formatted and it has to be free from errors of
punctuation, word usages, spelling and grammar. The document also needs to neat and attractive in
their appearance. There are several factors that should be kept in mind regarding correctness of the
letters. They are:
3) Conciseness
The writer should use fewer and necessary words to present the information. There are
several factors that should be kept in mind. They are:
4) Clarity
The writer should tell the reader exactly the reader wants and needs to know, using words
and a format that makes the communication totally understood with just one reading. There are
several factors that should be kept in mind regarding clarity of the letters. They are:
1. Logical development
2. Well-written sentences and paragraphs
3. Unity of ideas
4. Coherence
5. Giving emphasis on the main idea
6. The ideas of the letter should be appropriately paced with both the reader and
the subject matter.
5) Concreteness
The writer should provide the reader with information that is specific and definite, and
presented in vivid terms. There are several factors that should be kept in mind. They are:
6) Completeness
The writer should tell the reader all that he/she wants to know. All questions the reader
asked or may have asked should be answered. An incomplete letter is quite dangerous because it
can result in the followings:
1. Loss of goodwill
2. Loss of valued customers
3. Loss of sales
4. Cost of returning merchandise because of incomplete order
5. Waste of time trying to make out of an incomplete message.
There are several formats for writing Business Letters. Each is appropriate for different
purposes and has its own benefits. These layouts are:
Although there are different style available. Full blocked style is the most appropriate for writing
Business Letters. Format of different style of Business letters are shown below:
17
Director
Sales Department
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Blocked Style:
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Semi-Blocked Style:
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Indented Style:
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Simplified Style:
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Sincerely Yours
Request Letters
Request letters are among the most common types of letters in the business world. While
request letters make requests of their recipients, they differ markedly from persuasive letters such
as sales, collection and special request letters which also make request. The primary difference
between request and persuasive letters is the amount of the motivationally oriented material that
must be included to get the recipient to comply with the request in the request letters than in the
persuasive letters. Therefore the inclusion of motivationally oriented material designed to obtain
compliance with a request is not as important in a direct-request letters as in a persuasive letter.
(Quible, Johnson and Mott)
A variety of situations result in the need to write a request letter. For example a customer is
interested in purchasing a product form a manufacturer or information about a job applicant or
information from a former employer etc. So depending on the situation request letters can be
divided in to the following categories:
1. Direct-inquiry
2. Indirect-inquiry Claim Letters
3. Orders
4. Invitations
5. Reservations
6. Request for Credit
7. Request for a favor
8. Request for a job interview
9. Request for a raise or promotion
10. Request for a specific type of information
11. Request for a third party to compose a letter on someone’s behalf
The main purpose of a request letter is to ask for a favor or information from the reader. In the
business world a request letters are used for many purposes. Such as:
Asking For Information: A customer wants information about a company and their product
and how to purchase his chosen item etc.
Requesting For A Favor: An employee may ask for a reference or a rise or a promotion from
his employer.
The following guidelines are helpful in case of writing a request letter. If we follow these
guidelines we can hope to get a positive response from the recipient.
2) Self Introduction
On the letter first the writer should introduce himself. This way it will be easy for the writer to
do what is requested.
If necessary, the writer should remind the reader how he/she knows us, and briefly review any
high points of their relationship.
6) Being Specific
The writer should be specific about his request. He has to clearly describe the type of favor he is
requesting. He should get to the point quickly and tell the reader exactly what type of
information he needs and politely ask the recipient to send it to him.
9) A Professional Closing
The letter should be closed professionally. For example: "Sincerely," followed by the writer’s
name. The letter should have clear contact information, including the writer’s complete address,
telephone number, and e-mail address. (Barkdull, How to Write the Perfect Request Letter)
25
June 8, 2009
Sincerely Yours,
Letter of Acceptance
According to online business dictionary, a letter of acceptance is written communication by
a successful candidate formally accepting the offered employment. It normally confirms the details
of the employer's offer including the salary, perquisites, starting date, location of the reporting
office, and the name of the superior to whom the candidate will be reporting. (Letter of Acceptance)
Acceptance letters are a professional way to respond to an organization that offers someone
an open position in their organization. An acceptance letter state the writer’s intention to accept
their position and also restate different aspects of the job offer, such as: salary amount, benefits,
work schedule, and the day he/she will begin working for the company.
1) Thanking the Employer: The writer should start by thanking the company for the position he
was offered and/or the opportunities that came with the job.
2) Addressing The Letter To The Employer: The writer should address the letter to the person
that offered him the job.
3) Discussing About The Specifics Of The Job: The writer should discuss the specifics of the job
offer. By discussing salary amount, benefits, and the date we will begin working, he can clarify
the terms and possibly clear up any misunderstandings. This is also an opportunity for the
writer to acknowledge his responsibilities and obligations to the company.
4) Mentioning The Skills We Have: The writer can also mention the skills and benefits he is hoping
to bring to the organization.
5) Showing Our Appreciation: At the end of the letter the writer should express his appreciation
for the opportunity he has been given. When we write and send an acceptance letter we should
show our professionalism. This makes the employer feel comfortable with the choice he made.
6) Conciseness: Acceptance letter should not be too long. It should be to the point and positive.
(How to write an Acceptance Letter)
June 8, 2009
I am very happy to hear that you have chosen me for your Senior
Manager position at Modern Pharmaceutical Company. Please consider
this letter as my official acceptance.
Sincerely Yours,
Letter of Acknowledgement
A letter of acknowledgment is a letter that acknowledges a fact, situation, or action that has
taken place, usually involving the recipient. According to Webster’s New World College Dictionary,
“acknowledge” means “to admit to be true, or as stated,” but an acknowledgment letter does more
than acknowledge; it also responds.
1) The writer should be sincere and, if appropriate, even emotional when writing a letter of
acknowledgement.
2) The writer should talk about only positive things; he should not bring up any past conflicts or
problems.
3) The writer should mention specific events, deeds, and reasons why he is acknowledging the
reader.
4) The writer should indicate the beneficial effect the reader’s action has to his organization.
5) Regardless of whether the writer’s feelings are positive or negative, or whether he is accepting
of or unreceptive to the situation or proposal before him, he should always start the letter on a
positive note and maintain a polite tone throughout the letter.
6) In the acknowledgment letter, the writer should briefly recap the idea or proposal he is
acknowledging. He should not repeat its history at length, because the reader already knows it.
29
Director
Sales Department
Save Mart
20/1, Gulshan
Dhaka-1000
June 8, 2009
Thank you very much for the “customer helper” idea. As director
of our sales department, I will immediately implement your
suggestion of assigning a sales representative to customers planning
home improvement. We are sure our customers will appreciate this
additional service
I’d appreciate if you have any other suggestion for us and would be
more than happy to answer any questions you have about our store.
Sincerely Yours
Letter of Recommendation
Writing a reference letter for someone can either be an honor and a privilege. A good letter
of recommendation can take a decent amount of time to write. They should be a couple paragraphs
in length and give the person receiving the letter a general sense of the writer’s feelings towards the
individual.
2. Character reference - It is a reference letter given by a close friend, relatives or other associate.
These letters help guarantees for an individual’s personal qualities.
3. Academic reference - It is a reference letter given by a teacher, professor or trainer. These types
of letters speak towards ones aptitude, curiosity and ability to perform in an academic setting.
1st Paragraph
It is the opening statement. The first sentence states the writer’s purpose. The Second
sentence should be who you know the individual and how long you have known them for.
This is main body of the letter. It should include specific examples and traits related to the
individual. The more relevant these examples to the position being pursued, the better.
4th Paragraph
It is the closing statement and should express specific recommendation. (How to Write a
Letter of Recommendation)
31
1) The letter should be Type. It is more businesslike and the recipient won't have to figure out the
writer’s handwriting.
2) The first time the writer names the candidate who is the subject of the letter should use his or
her full name. After that, he can use either the first name or a title such as Ms., Mr., Dr. and the
last name, depending on how formal the writer wants to be.
3) The tone and the content of the letter should be kept factual, businesslike, and specific
throughout.
5) Negative information should not be put in the letter. If the writer feels very strongly that he
must mention a shortcoming of the candidate, he should be very specific and state clearly why
he is recommending the candidate anyway.
6) If the writer is put in the position of writing his own letter of recommendation, perhaps for
somebody else to sign, he should be honest and specific. He should try to write as he would
write about a candidate with his qualifications. He can get help from a friend or colleague seeing
himself as others see you.
7) If someone ask a candidate to write his/her own letter of recommendation, recognize that many
people find it difficult to write about themselves in this way. He/she should read the letter and
make sure that he/she agrees with what they have written before signing it.
8) A letter of recommendation should focus on the key knowledge, skills, and abilities of an
individual. A writer should not spend his time inflating his letter of recommendation with
excessive positive tones, as this is generally overlooked by recruiters.
9) The writer should decide carefully whether to give a copy of the letter to the candidate,
particularly if he expresses reservations. A recommendation may hold more sway if the recipient
knows that the views in it are candid, and not written for the gratification or flattery of the
candidate. (How to Write a Letter of Recommendation)
32
June 8, 2009
Dr. Murphy's dedication to her work set a great example for the whole
team, and her encouragement and mentoring of her younger colleagues
will continue to benefit Acme for some time to come. For all of these
reasons, I think Mr. Mahmood will make a fine addition to your team.
Should any, at the number above.
Sincerely Yours,
Hasanur Rahman
Director
Central Electronics
Postscript
After finishing this assignment I have come to the conclusion that now a day’s every student
should have a thorough knowledge on business communication and business correspondence no
matter in which subject he is studying. Because after finishing their studies they all have to enter the
professional world. And a good job is not easy to get without proper knowledge about the job
getting process and how apply for one. And good knowledge on business communication not only
helps a student to get a decent job, it also helps boost his confidence helps.
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