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IMT-N-I-2014
Business Communication I
Session IXAugust 19th & 20th, 2014
Reading makes a full man,
Speaking, a ready man;
And Writing, an exact man.
Text References:
1. Chapter 22, Business Letters, Communication Skills, Sanjay Kr- Pushp Lata,
OUP 2011 pp 478-498
2. The Ten Principles of Good Business Writing, John Clayton, HMCL, Sep 2000
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Learning Objectives
Business Letters
Contemporary significance
Parts of a Standard Business Letter
Composition of Business Letter
Good News- Persuasive messages
Routine- Neutral Messages
Bad News messages
Writing Effective Business Letters
Writing Emails
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Business Letters
Contemporary Significance
Printed Conversations
Provides sincere thoughts because few people take time to write
Legal Records
Responsibility for commitments made
Legacy Instruments
Documents/Archives become public records
Modern Business Tool
Ubiquitous: can handle different types of issues/data
Cheap: compared to telephone
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Parts of a Business Letter
Part Essential Optional
Letterhead return address Essential
Filing reference Optional
Date Essential
Inside address Essential
Subject EssentialAttention line Optional
Salutation Essential
Body of the letter Essential
Complimentary close Essential
Signature Essential
Final notations- Reference initials Optional
Post script Optional
Enclosures Optional
Copy notation Optional
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Types of Business Letters
Genre Examples
Good News Messages Appointment letters Invitation letters
Confirmation letters Acceptance letters
Persuasive Messages Sales letters Requesting Favor
Appreciation Letters Thank You letters
Routine -Neutral
Messages
Enquiry letters Collection letters
Adjustment letters Acknowledgement letters
Bad News Messages Complaint letters Refusal letters
Condolence messages Separation letters
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Select an Outline for Messages
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Writing Effective Business Letters
Words, Sentences & Paragraphs Use simple words & Write short sentences
Limit a paragraph to one major idea
Restrict letter to three main points
Show that you care about readers Emphasize you more than I
Show a warm friendly tone Focus on people as well as on things
Include feelings with facts
Use Non Discriminatory Language Use Gender Neutral Words
For pronouns- He/ His write She/ Her
Replace words depicting Masculine pronouns Chairman- Chairperson
Cameraman- Camera operator
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Focus on Receivers View Point
Me Attitude You Attitude
I want to
congratulate you
on your award.
Congratulations! You are the
Employee of the Year.
I am interested in
ordering . . .
Please send . . .
(You is the understood
subject.)
I give you
permission to take
an extra day of
vacation.
You earned an extra day of
vacation because of your
performance.
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Standard Letter Formats
Block Style All parts have left alignment
Open punctuation used, but optional
Modified Block Style
Block style + Indents used
Return address (without letterhead), Date & Signature block center aligned
All other parts are left aligned
AMS Simplified Style
Subject line is a heading
Salutation & complimentary close omitted
Used to write sales/ introductory letters
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Writing E-mails
Most common form of formal written communication
Write strong subject line- brief information & timeline
Touch one subject at a time
Edit, shorten & spell check formal mails
E mails should never need to be scroll read
Add the addressee's id at last only; check on unfinished mails
Official mail ids should must get attended once in 24 hrs
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E-Mail Etiquettes: Dont Push That Send Button
Use e-mail only when it is the most efficient channel
Never substitute e-mail for face to face meeting
Remember the hierarchy: meeting- call- email
Never print your e-mail
Send nothing over e-mail that must be error free Never delete names from your address book
Never forward chain e-mail
Never send e-mail when you are furious or exhausted
Dont pass on rumor about real people /companies over email
Organization owns email; emails are hack-able
Nick Morgan, Harvard Management Communication Letter, August 2002