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BUSINESS CORRESPONDENCE

Essential parts Content Language Types of business letters

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BUSINESS CORRESPONDENCE

Are the main means of establishing business relations with the outside world

Vital to convey a good impression Must be:

Professionally displayed Grammatically correct and error-free

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BUSINESS CORRESPONDENCE

Purpose: Requesting information Ordering supplies Making & answering enquiries Making & responding to complaints Promoting product / service

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ESSENTIAL PARTS (LETTER)

Writer’s name & address / Letter head Date Recipient’s name and company address Salutation Subject Body of the letter Complimentary close Writer’s signature, name and job title Encl

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FORMAT

Fully-blocked layout: All lines start at the left margin Open punctuation is used

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ESSENTIAL PARTS (EMAIL)

Differs from letters: Company address Company letterhead Date Recipient’s name

and address Writer’s ‘signature’ Writer’s job title

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CONTENT

Introduction State purpose of writing Refer to previous letter or contactDetails Give instructions Ask for information Provide relevant detailsResponse State action reader / you will takeClose Relevant closing sentence

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MIND YOUR LANGUAGE

Be reader-centred Be concise Use appropriate tone / Be positive Use active voice Avoid discriminatory language

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BE READER-CENTRED

• Adopt the ‘you’ approach

1. I hope the completed report will reach us by next week as your late submission can cause a lot of unnecessary inconvenience to us.

We would appreciate receiving your report by next week as a late submission may delay the review of your report.

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BE READER-CENTRED

2. I’m applying for this position because it would give me great business experience

Based on my qualifications and experience, I trust that I can contribute meaningfully to your organisation.

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BE CONCISE

Be brief but clear and complete

1. For your information, we are attaching hereto a copy of the letter to Mr Kelvin Koh under date of April 4.

Attached, please find a copy of the letter to Mr Kelvin Koh dated 4 April.

2. In the event that you can attend the meeting, it would be greatly appreciated if you could proffer some suggestions on how to improve business both costwise and profitwise.

If you can attend the meeting, we would appreciate your comments on how to improve our cost and profit.

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USE APPROPRIATE TONE

Be reader-centred Be positive State what can be done Be friendly

1. This is a smoke-free campus.No smoking allowed.

2. We cannot deliver your desk until next Friday.We can deliver your desk on Friday.

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USE ACTIVE VOICE

Communicate directly Let’s reader know who is doing the action

Active Voice

My assistant will compute your order.

Passive Voice

Your order will be computed (by my assistant).

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WHEN TO USE PASSIVE VOICE

1. When you don’t want to offend/ accuse others:

You lost the form.The form was lost.

2. When you don’t want to appear to take credit:

I have made a thorough analysis of the problem.A thorough analysis of the problem has been made.

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BUSINESS LETTERS

Letter of inquiryReply to inquiryLetter of complaintReply to complaint

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LETTER OF INQUIRY

Para 1: Introduction State where & how you have heard of the company State purpose of enquiry Refer to the products and services you are

interested in Introduce your company and scope of business

Para 2: Details Give details of your request Give reasons for the request

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LETTER OF INQUIRY

Para 3: Response Ask for a quotation Ask about terms of trade, discounts, delivery State what you need from them State when you need their response by

Para 4: Close Conclude cordially