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Thursday, October 21, 2010
Top 10 reasons why employees hate their boss.

Dear Friends,
Here are some interesting facts about BOSSES!
Bosses! Can't work with them, can't work without them. Everything seems to be fine when you join the
job but if you are one of those fortunate ones, sooner or later your boss starts smirking in your
nightmares.
A chat with employees working under tough projects and small teams who usually face tremendous
work pressure will give us interesting insights about the bad bosses they have. Even in a company sans
work pressure employees regularly bump into bad bosses. And their experiences are real bad [pardon
me of your boss is really good] which they only share once they are in a new job. Good bosses are hard
to find and employees hate their bad bosses for very many reasons. We at SiliconIndia did a survey to
know why employees hate their boss. Listing the Top 10 reasons below:
1) Incompetent and unacknowledging - Employees hate bosses who doesn't have the essential
competitive skills but still scorns the work they do. Whether or not the boss is competitive, the
employee really longs for his good work to be acknowledged and not to be treated as a 'piece of crap'.
2) Privacy Invasion - 'He always keep guard about what I do, constantly checks out on the office phone
about what I am busy at (an indirect way to know whether I am on a call with any acquaintance) and
one day even peeped through the door to see what I am doing. Now I even doubt whether he is
watching me once I reach home' says Anamika (name changed to protect identity). Now that's a real
bad boss.
3) The narcissist boss - Employees hate bosses who acts as the 'know it all', who thinks they are second
to none, hears nothing until it directly benefits him and so self obsessed to be called in the informal
way 'a narcissist glory monger'.
4) Personal Insults - Bosses who torture employees with personal insults rather than choosing to
reproach on the basis of their work quickly gets in the hate list. Many employees have long stories to
say about bosses who frequently torture them with comments about their attitude and discriminate
them deliberately.
5) The angry 'yelling' boss - You are the boss, thumbs up. But how on earth could you yell at me like
that. Employees at some point or other meet the unfortunate fate of being victim to their boss' wrath.
Justifiable the reason may be, but you are in my hate list boss.
6) The 'opportunist' boss - Employees obviously develops a dislike to their boss who refuses to mind
them. But one day the same boss who never acknowledged your presence comes to you, smiles at you
and the next thing you know, you are on an extra shift with heavy workload. Dislikes turn to hate for
such opportunist bosses.
7) The 'tensed' boss - Employees tend to hate bosses who are always tensed and want them to finish of
the work in a hurry. "He is so tensed and rushes things as if his head is on fire. His tension is so
contagious that even we get tensed in his presence" Rahul, a software employee.
8) Stealing credits - Employees feel cheated and hate their boss when he or she steals the credit of
their work but never forgets to blame them if something goes wrong.
9) Lack of clarity and feedback - Employees hate bosses who don't brief them properly and keep the
employees ignorant with any real feedback on their work. And worse, employees are blamed for
something which in turn would be the result of void feedback.
10) Lack of rapport - Employees hate bosses who lacks mutual respect and always play bossy without
any real interest in befriending the employees.
(Published in Silicaindia)
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Labels: Top 10 reasons why employees hate their boss
Tuesday, September 14, 2010
How to be Fluent in Business English

Written By: Mr. Vivek Mishra
Tips for Clear Writing
Objectives: -
At the end of this Chapter, you must know: -
-The elements of clear writing
-techniques of sentence construction
-structuring of paragraph
Before taking up business correspondence let us have a look at the tips for clear writing. In business
correspondence it is absolutely necessary to be very clear, simple and lucid. All effective writing is
clear writing. There is no scope for ambiguous or figurative writing in business correspondence. We
may take same freedom with words in spoken English that is a lot more flexible than written English. In
written English the following tips have been found useful.
Tips regarding choice of words
(a) Use familiar words: - This is the first golden rule for writing clear language. We must choose simple
and familiar words in preference to those words that are not familiar. For example we must use words
like
Try in place of Endeavor
Find out in place of ascertain
End in place of terminate
Show in place of demonstrate
Use in place of utilize
And so on. In this connection it is necessary to keep in mind the convenience and mental make up of
the receiver of the letter. The easier and more familiar the words the better the understanding of the
written matter.
(b) Use concrete words: - Effective business writing creates sharp images in our mind. That is why we
have been advised to use concrete words in place of abstract ones. Our empha-sis should be on the
concrete tangible objects for which we use the most suitable words. For example, common and proper
nouns like 'bank', 'telephone', 'chair', 'desk', 'officer', 'administra¬tive officer' are concrete while words
like 'administration', loyalty', 'conservation', 'competence' are abstract and have wide meanings. In the
same way expressions like 'a piece of art', 'signifi¬cant rise', 'the majority', 'foreseeable future',
'substantial gain' are abstractions for 'a painting/ statue,' 150% rise '65 per cent' 'by Sunday evening',
'25% interest' respectively. It should be noted that specific facts and figures make concrete expressions.
As far as possible one should also avoid using words like 'high', 'low', 'big', 'small', 'several', 'most', 'least'
etc. They are opinion words', not exactly concrete words. It is, therefore, not advisable to use them
unless it becomes necessary.
(c) Use single words in place of circumlocution: - Quite often we find people using many more words
than needed. This tendency leads to circumlocution. For example, it is better to use 'honorary job' in
place of 'a job that has no emoluments' and 'ambiguous words' in place of 'words with several meanings
and interpretations'.
(d) Use short words in place of long words: - Short words generally communicate better than long ones.
A common observation is that readers are likely to be confused by long words. Long words arc
generally, though not always, difficult to understand. It is, therefore, better to use, for example 'final
action' in place of 'definitive action', 'speeding up' in place of 'acceleration'.
(e) Prefer Saxon word to Romance: - Romance words have their origin in Latin while Saxon words are
British in origin. Saxon words are easier to use than Romance words. That is why, for example, it is
better to use 'dead body' in place of corpse', 'living', in place of 'animate', 'talkative' in place of
'loquacious', 'warlike' in place of ' belligerent' and so on.
(f) Be careful with use of technical words ; Every profession develops its our special vocabulary. It is
easily understood by those who are engaged in that profession, but for outsiders it sounds almost like a
foreign language. It is therefore, advisable to avoid using those words that are generally used only by a
particular group. We must go in for words of everyday use.
(g) Use strong words: - Strong words make an immediate impact and the communication becomes
forceful. Words like 'tycoon' in place of successful businessman, 'boom' in place of 'period of business
prosperity' and 'slump' in place of 'period of decline in business' are stronger in their appeal than their
plain English equivalents.
(h) Use active verbs: - Active verbs or, in other words, verbs in active voice are the strongest parts of a
speech. They must, therefore, he preferred to passive voice In the following sentence, we can see,
greater impact is mode by the second sentence in Active voice. Your efforts are highly appreciated by
the management. "The management highly appreciates your efforts."
(i) Avoid unnecessary use of camouflaged verbs: - Camouflaged verbs are essentially verbs
unnecessarily turned into nouns. This tendency turns easy, straight constructions into lengthy,
camouflaged and somewhat abstract constructions. Let us consider UK- following examples: -
(i) Through proper utilization of our resources we can effect elimination of poverty in the next ten
years.
in place of
By properly using our resources we can eliminate poverty in the next ten years,
(ii) We are giving all our consideration to your application.
in place of
We are actively considering your application.
(iii) The establishment of a placement cell in our institute has been accomplished with the help of
some well known companies.
in place of
With the help of some well-known companies our institute has established placemen! Cell.
(j) Use precise words and idioms: - Successful communication depends on our choice of precise words
and phrases. It is not always easy to find out the right word or phrase for what we want to say. It is.
Therefore, necessary to consult a good dictionary every time we find ourselves stuck up in expressing
ourselves. An effective writer/communicator will take pains to find out whether he means to use the
word 'artist' or 'artiste', artificial' or 'artistic', 'money' or 'finances', 'strong' or 'powerful' and so on. Many
pairs/groups of words seem to have similar meanings. But we must recognize the differences in their
finer shades of meaning that make all the difference in writing. In the same way phrases like 'take up'
and 'take over', 'look up' and 'look into' set out' and 'set off may create confusion if we do not take care
to use them in the right context. In this connection the best advice is to read good literature, well
drafted reports and letters carefully and always keep a good dictionary handy. Whenever we are in
doubt about the meaning of a word or phrase, we must consult a dictionary. We must also cultivate the
habit of revising what we have written.
TIPS FOR SENTENCE CONSTRUCTION

(a) Keep sentences short: - It has been observed that the most effective sentences are short sentences.
Readers are likely to be bored and confused with long sentences. Moreover we are also more likely to
make mistakes in long sentences. There are no hard and fast rules regarding the length of sentences,
but it has been seen that readers feel comfortable with 16 to 18 words in a sentence. More words than
that are likely to lead to sloppy constructions. Ad-vanced readers can, however, easily comprehend
sentences of 30 words or more. But, then, majority of readers do not belong to that class.
(b) Keep sentence content limited: - This point is a corollary to the previous one. We must take care
not to pack too much information in a single sentence. This does not mean that we cannot or should
not combine sentences. Sentence combining is a useful exercise. But we should take care to distribute
our thought units over separate sentences. This will also help us in keeping our sentences short and
easy to understand.
(c) Economise on words: - One simple way to keep our sentences short is to economize on words. The
smaller the number of words in a sentence, the clearer will be the message of the sentence. It is rather
interesting to note that it is easier to write more words than needed. We should, therefore, see that
words and phrases are not wasted.
(d) Avoid surplus words: - Many writers tend to use surplus words that have nothing to contribute to the
meaning of the sentence. Let us. for example, compare the following sentences: -
(a) There are a few conditions that should be fulfilled.
(b) A few conditions should be fulfilled.
We can easily see that sentence (b) is more effective than sentence (a).
(c) Avoid cluttering phrases: - Very often our writing is spoilt by crowded or cluttering phrases that can
be safely substituted by single words or simpler phrases. For example, let us compare the following
cluttering -phrases with their shorter substitutes: -
Cluttering phrases shorter substitutes
in the neighbourhood of about
on the occasion of on
in spite of the fact even though
just, sometime ago recently
(f) Avoid roundabout constructions: - Very often we speak or write in a roundabout manner that leads
to roundabout constructions. Such constructions bore and confuse the reader. Let us compare the
following roundabout constructions with their simplified versions.
Roundabout construction Direct construction
He criticises every other man He criticises every other man he meets,
he comes in contact with
It is essential that we save We must save some money for an emergency
some money against a rainy day.
(g) Avoid unnecessary repetition: - Often we repeat in speaking or writing for the sake of emphasis. But
in that process we come out with awkward-constructions. For example, it is always better to say 'I
think he has not acted wisely' in place of 'In my opinion. I think he has not acted wisely', or 'We have all
modern equipment' in place of 'We have all modern up-to-date equipment.' 'In my opinion' and 'I think',
and 'up-to-date' and 'modern' have the same meanings. There is no point in repeating them.
(h) Determine emphasis in sentences : - Right emphasis on the content in the sentence is very
important. In this respect short sentences are better than long ones. The danger is that in long
sentences an important part of the content is likely to be de-emphasized or get blurred. Laying proper
emphasis is a matter of logical thinking. So we should first of all be clear in our mind and see what
information we want to give and how. Let us have a look at the following examples: -
(a) Our company suffered loss last year. The loss occurred in spite of record sales.
(b) Although our company had record sales last year, it suffered loss.
(c) Our company had record sales last year, although it lost money.
In the first example (a) the two facts-the company's loss, and its record sales have been given equal
emphasis through two separate sentences. In sentence (b), the emphasis on loss and the information
about sales is in a dependent clause. In sentence (c) the emphasis is on sales increase. These three
examples show three different approaches. Which of these approaches should we adopt ? It is a
question of deciding how much emphasis we \\ould like to place on each item. It should also be noted
that it will be difficult to lay proper emphasis in longer sen¬tences than these.
(i) Maintain sentence Unity : - A good sentence has unity that it gets if all its parts are properly
combined to form one clearly organised line of thinking. Unity, however. is very often lost because of
the following three factors : -
(i)unrelated ideas.
(ii) excessive detail, and
(iii) illogical construction.
If our ideas are unrelated and we try to compress them in one sentence the unity of the sentence will
be lost. In the same way, illogical constructions destroy sentence unity. They are a result of illogical
thinking that very often leads to mixing of active and passive voice as in the following example: -
We went through the report, and then questions were asked by us. This is a mixed con-struction. It
should be rewritten in the following way-
We went through the report, and then asked questions.
(i) Adhere to rules of grammar : - No clear and effective writing is possible without following the rules
of grammar that are based on logical relationship of words and customs of language use. Without
caring for grammar we may end up with problems regarding subject-verb agreement, use of pronouns
and prepositions, sequence of tenses, reported speech etc. All these problems lead to unnecessary
irritation.
Tips for paragraph design : - Clearness in writing also involves designing paragraphs. Just as words are
combined into sentences, so are sentences put in a logical order as paragraphs. Only then the
paragraphs make coherent and cohesive reading. Given below are a few tips for writing effective
paragraphs.
(a) Aim at unity: - Unity is the first principle of an effective paragraph. We write a para-graph around a
single topic or idea around which we fill in supporting details. The principle of unity is achieved, when
we keep ourselves limited to the largest unit of thought above a sentence and not going beyond the
content of a single topic sentence.
(b) Make effective use of topic sentence : - The topic sentence is the sentence that expresses the main
idea of the paragraph. It is generally written in the very beginning. In exceptional cases it may come in
the middle or the end of the paragraph. The details that support or elaborate or strengthen it are built
up around this topic sentence. How we build these details around it depends on our mental make up or
plan for presenting it. It is in fact, a somewhat strenuous mental exercise. The clearer we are in our
thought the clearer paragraphs we will write.
(c) Omit unnecessary information : - An effective paragraph is one that sticks only to the necessary
information. The writer has at his command more information than the reader needs. The principles of
effective communication demand that we keep the reader's needs uppermost in our mind. Moreover,
the topic sentence delimits the scope of the paragraph.
(d) Keep the paragraph short: - For the sake of clarity it is necessary to keep paragraphs short in the
same way as we keep our sentences short. The average length of an effective paragraph is about eight
or nine lines. There are no hard and fast rules about the length of a paragraph, but it is observed that
more than nine or ten lines become tedious to go through. If the subject matter seems to exceed ten
lines it is better to create an additional paragraph.
(e) Make the paragraph move forward: - A paragraph should clearly move forward through sentences
logically connected. It is most easily brought about by careful use of sentence connectors wherever
needed. We must therefore, be proficient in the use of connecting devices like 'however', 'in addition
to', 'therefore', 'for example' 'in as much as' etc. These words are like signposts that guide the course of
movement within the paragraph.
Questions for discussion and writing
1. Why should we prefer the active voice to the passive in writing for business ?
2. Write short notes on the following: -
(a) strong words
(b) concrete words
(c) camouflaged verbs.
3. Take a paragraph on a business subject heavily loaded with technical words. Rewrite it using simple,
non-technical language,
4. Discuss the concept of 'paragraph unity' ?
5. Why is the topic sentence important ?
6. What do you mean by the guideline- 'Make the paragraph move forward' ? Activities : -
I. Use simpler word in the place of those underlined in the following sentences : -
(a) He is far too garrulous to work in such a confidential position.
(b) In my estimation, this politician is impervious to harsh criticism
(c) Designate your requirement
(d) Equanimity is a rare virtue
II. Shorten these wordy phrases : -
(a) Are of the opinion ...............................
(b) As a consequence of .............................
(c) A large number of ...............................
(d) Arrived at the conclusion ...........................
(e) At an early date ..................................
(f) At the present time ................................
III. Rewrite the following sentences concisely
(a) All those participating in the triathlon event are required to be present at the stadium by eight
O'clock in the morning.
(b) It was clearly understood by us all that he had already given advance notice before hand.
(c) There is a considerable loss of employees' time in waiting for an outside telephone line.
(d) During the course of the convention, he got into several discussion situations with the delegates
who were attending.
(e) It is agreed by everyone in the committee that we will support the sewage
proposal.
Answer
I. (a) Talkactive (b) Unaffected by (c) Specify (d) Calmness
II. (a) Think (b) Because of (c) Many (d) Concluded (e) Soon (f) Now.
III. 1. All triathlon participants must be at the stadium by 8 a.m.
2. We all understood that he had given notice.
3. Employees lose time waiting for a telephone line.
4. During the convention, he got into several discussions with delegates.
5. The committee agrees to support the sewage proposal.
Characteristics of Effective Correspondence
Objectives : -
At the end of this Chapter, you must know : -
- the elements of a good letter
- 'we' and 'you' attitudes
- the elements of 'good-news' letter and 'bad-news' letter
Writing effective letters is an art, and like an art it has to be learnt assiduously. For this purpose it is
also important to carefully read well-written letters. Letters are the most important means of written
communication. They also reflect the image of the organisation where they originate from. Let us,
therefore, have a look at the qualities of effective letters.
1. Simplicity : - Simplicity is the first and foremost quality of good business letters. All good business
letters are written in very simple and lucid language. They are free from what has come to be called
'commercialese' or 'Babu English’ that presents a rather distorted picture of English used for business
purposes. In fact there is no essential difference between the language of a business letter and that of
a personal letter. Let us not forget that the writer of a letter is a person communicating with another
person. It is, therefore, very important to use a language that is simple and makes an instant appeal
rather than the stiff and detached style that is very often associated with business correspondence. A
few examples of typical commercial English are given below along with simple English alternatives : -
Typical expression Suggested alternative
"I beg to acknowledge "Thank you for your
receipt of yours of..." letter of......."
"Kindly acknowledge receipt "Please send us a receipt for it
of same per return........" without delay..........."
"Subsequent to your perusal "After you have examined

of the documents." the documents".
"Enclosed herewith please "I enclose a cheque for Rs. 500."
find the cheque to the value of Rs. 500."
"We would ask you to be good "Will you please...."
enough to......"
"I am in receipt of your esteemed favour." "Thank you for your letter."
"My overdue account for which a cheque "Will you please send a remittance forthe
will oblige." amount outstanding."
"At your early convenience" "As soon as you can".
"... Your letter dated 25th inst is to "Thank you for your letter of 25th"
hand for which we thank you."
These examples make it clear how distorted the language of a letter can become if we cease to be
simple. The message is- be simple and clear.
2. Conversational style: - All communication is basically conversational in nature. So is a letter. A
modern executive likes to use friendly and conversational style in place of the stilted, dull and stiff
style of typical commercial letters. An effective letter is one that gives the impres-sion efface to face
communication. All writing, like all speaking, is interactive. It is a kind of dialogue with the reader.
And of all kinds of writing it is the letter that is the most interactive or conversational.
3. Clarity of goal: - Both in thought and expression we are supposed to be clear in our correspondence.
Every letter is a reflection of the writer's mind. It is, therefore, absolutely necessary to be clear in our
mind about what information we are seeking or wishing to give. We must have all the facts and figures
about that information ready at hand. All the facts and figures must be stated in the simplest possible
language. There is, therefore, no scope for ambiguity or flowery language in effective correspondence.
4. Public relations: - All business correspondence is deeply concerned with the image of the company in
the eves of the public. Letters are kept in files for future reference. Whenever we go through them,
they reflect the image of the company. All effective correspondence has therefore, the broad
objective of enhancing the company's public relations.
5. You-attitude: - The most effect business letters are those that show the writer's interest in the
receiver. It means, therefore, that we should cultivate the habit of viewing things from the point of
view of the reader/receiver of our letters. We have been advised by communication experts to shift
our focus from ‘I’ and 'we' to 'you' and 'your'. Let us examine a few examples of the 'I/we' attitude and
the ‘you attitude'
we-attitude You-attitude
We have received your letter of June, 15 Thank you for your letter of June 15
I am happy to report........... You will be happy to learn..........
We have shipped two cartons of chocolates Your two cartons of chocolates should reach
that you ordered......... you soon.........
6. Courtesy : - When we adopt the 'yew-attitude' if becomes obligatory to be courteous. It means
writing directly to the reader, avoiding the outdated cold style that is devoid of all courtesy and
personal touch. Courtesy begets courtesy and smoothens business.
7. Persuasion : - Persuasion is the main function of business communication, and nothing persuades
more effectively than a well written letter. Persuasive letters are written in a variety of circumstances
and for a variety of reasons. Well drafted sales letters and offers are classic examples of persuasive
writing. Just as the selling of a product or a service involves persuasion, so does the 'setting' of an idea
or point of view or even oneself. A well written application 'sells' a candidate very effectively and the
employer is persuaded to act in his favour.
8. Sincerity : - Sincerity in correspondence means that the readers must believe what we say. They
must be convinced that we really mean to emphasise mutual interest and well-being. At the same time
it is also necessary to see that we do not sound insincere or hypocritical by making tall claims. How
many will believe us if we say that we are the 'greatest' or 'soundest' in our field? Such tall claims are
not taken seriously.
9. Positive language : - Much depends on our choice of words. We are well advised to use, as far as
possible, positive language. Negative words like 'failure', 'refuse', 'sorry', 'damage' etc. should be
avoided. Even if there is an occasion to use such words it should be our endeavour to find positive
substitutes for such negative words and expressions.
10. Due-emphasis: - An effective letter empahsizes or highlights all important points by carefully
putting them in sentences and paragraphs. We should carefully see which points are more important
than others. Then we should give them more space in the body of the letter. Ir this way, one important
point may be given one full paragraph while minor points may be given i line or two each. !t is also to
be noted that short and simple sentences are found to be more forceful and emphatic than long and
involved sentences.
11. Coherence: - Effective letters present information in logical order by careful use o linking devices,
use of pronouns and repetition of key words. Linking words like 'besides" there fore', 'likewise',
'however', etc. and the pronouns like 'this', 'that1, 'these' give a logical progression to the thought
content of the writer.
12. Care for culture: - In international correspondence we have to be especially careful ii choice of
words so as not to offend the receiver who may be having a very different culture background. The
best way is to avoid use of culturally derived words, slang, colloquialisms an idioms and phrases. It is
best to write letters in simple, general service list words that are harm less and inoffensive.
13. Tactful approach: - An effective letter is a tactfully planned piece of communication. It is not
always a simple, straight forward statement of a situation. There may be a problem or there may be
bad news to give. Generally good news is conveyed directly while bad news is preceded by a buffer
statement. We have, therefore, to see whether our letter is going to be a 'direct' approach letter or an
indirect approach letter or a 'middle ground' approach one.
14. Ethical standard : - All effective correspondence maintains a certain ethical standard. Persuasion
and tact in correspondence does not mean that we become indifferent to ethics. On the other hand our
letters should reflect the genuineness of our feeling, our concern for the receiver, our image of our
organisation, and the legitimacy of our goal.
1. Write short notes on the following : -
(a) Conversational style.
(b) 'You-attitude'
(c) 'Persuasion in correspondence'
2. What do you mean by the public relations aspect of a letter ?
3. What do you mean by 'simplicity' in business correspondence ? Illustrate your answer with examples.
4. Write a note on the importance of letter writing.
Activities : -
(a) Change the following 'We' attitude sentences to 'You' attitude sentences : -
1. You are required to inspect your repaired automobile.
2. Don't leave the tap running.
3. We spent four years developing this software
4. Why were you late
(Answer)
1. Please inspect your repaired automobile for your safety.
2. To conserve water, please don't leave the tap running.
3. You get the benefit of four years of research from this software.
4. Out of consideration for other employees, please be in time.
(b) You own a restaurant with out-door catering facilities. A study group of 40 people has written to
you, asking you the following information : -
1. Will you provide snacks and lunch for them at the site 15 KMs from your restaurant between 10 a.m.
and 5 p.m. everyday for 10 days during August?
2. How much would you charge for this? In reply to the above enquiry
(i) Write an 'Yes' letter (good-news letter). Your letter should be on the following lines: -
(a) Positive beginning.
(b) Response to questions
(c) Goodwill promotion
(d) Reassuring the good news
(e) Goodwill ending
(ii) Write a 'No' letter (Bad-news letter). Your letter should be on the following lines
(a) Friendly natural beginning
(b) Puffer (Preparing for the bad-news)
(c) Explanation
(d) Bad News
(e) Alternative
(f) Goodwill ending.
The Layout of a Business Letter
Objectives : -
— the different lay outs of business letters
- modes of address
subscription
A letter is the most important form of written communication. It is, therefore, supposed to have an
attractive or impressive layout. As has been well said, a letter's appearance is the part of its message.
That is why most reputed companies choose the best quality stationery and send out carefully drafted
letters.
There are different kinds of layout conventions. Given below is the most commonly fol-lowed layout
now-a-days. It is called full-block form.
Company letter head

Ref. No.
Date : -
Inside address
Attention line
Salutation
Subject __________________________
Body of the letter

_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________
Subscription
Signature
Signatory's typed name
Signatory's position in the company
Company name
Encl P.S.
Ref. Initials_____________________
Some organisations, however, are still following the indented form as 'shown below : -
Company letter head

Name and address already printed
Telegram, cable, telex, telephones, fax
Reference No. Date: -
Name and address of person to whom the letter is going
For the attention of.....
Salutation
Subject heading-not obligatory, but often used
Body of the letter

_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
______________________________________________________
Subscription
Hand written personal
Signature
Signatory’s Typed Name
Signatory’s position in the company
Company name
Encl: -
Postscript
Ref: - Initials
Parts of a business letter

Given below are the parts of a business letter: -
1. Heading
The heading, also called 'letterhead', contains the name of the organisation and its address. it is usually
given at the top centre or top right side of the paper. It is also usual to give the telephone, fax and
telegraphic address in the heading as shown below : -
MEHTA CHEMICALS LIMITED
Regd. Office : - 15, Okhla Estate, New Delhi - 110016
Phone: - 22132757
Fax : - 26132767 Grams : - Mehtachem
2. Reference Number
Every business letters usually carries a reference number to which the receiver may refer in all future
correspondence. It serves the purpose of quick reference and linking up the chain of letters going out
of the organisation or identifying the memos issued by a department within the organisation.
The reference number may be like this : -
24/FD/65
In this Ref. No. 24 stands for the number given to the department, 'FD' is a code for the person-nel
department and '65' is the number allotted to the person addressed.
3. Date
The date of the letter is of crucial importance. It is usually written on the right hand side, parallel to
the reference number as shown below : -
24/FD/65 December 16, 2000
Abbreviated forms of the date such as 16.12.2000 or December 16,2000 or 16 December, 99 should be
avoided as they do not leave a good impression on the mind of the receiver.
When the address of the organisation is combined with the date, the following format should be used :
-
15, Okhla Estate, New Delhi December 16, 2000
4. Inside Address
It contains the name and address of the organisation or the individual to whom the letter is being sent.
It should be written below the Reference No. Line, leaving some space It should be complete and can
be written in either of she two \\ays as shown below
(a) Mehta Chemicals Limited,
15, Okhla Estate. New Delhi,
* Closed punctuation
* Indented lines (not applicable to PIN code).
(b) Mehta Chemicals Limited,
15, Okhla Estate,
New Delhi.
* Open punctuation
* Blocked lines (i.e. not indented)
* If well written, it is a neat and on lettered address format.
Mode of address
(a) Addressing individuals
If the letter is being sent to an individual we have to be sure about the prefixing of the addressee.
(i) 'Mr' or 'Shri' is used for addressing a man.
(ii) 'Miss' is used for an unmarried woman.
(iii) 'Mrs' or 'Shrimati' is used for a married woman.
(iv) 'Ms' is used for a woman whose marital status is not known. Most women now prefer the use of 'Ms'.
(v) 'Messrs' is a plural for 'Mr' and is used while addressing a partnership firm. It can best be used when
the name of the firm contains personal name or names as, for example.
Messrs Lal Bros. Messrs Makhan Lal Sons Messrs K. Lal & Co. Messrs Verma and Verma
(vi) Titles/ranks such as Colonel', Professor', 'Doctor', 'Reverend' etc., are used as fol¬lows.
Col. Y. P. Deva
Capt. R. N. Singh
Prof. B. L. Arora
Dr. R. N. Ghosh
Rev. T.L. Joseph
Padmashri R. S. Lugani (not Padmashri Mr. R.S. Lugani)
Maj Gen. D. K.-Palit
Fit. Lt. Manish Bansal
Maj Gen. (Miss S. Rawat)
Dr. (Miss) S. Gupta
(b) Addressing by designation
When a particular person is addressed by designation, 'Mr' or 'Messrs' (in case of a limited company) is
not used: -
The personnel Manager,
Verma & Co.
The Secretary,
Youth Sports club.
5. Attention Line
When the writer sends his letter to a particular official in an organisation he may use the phrase 'For
the attention of below the inside address and above the Salutation and underlines it. For exam pie,
Mehta Chemicals Limited, 15,OkhlaEstate, New Delhi.
For the attention of Shri D. K. Singh Other typical forms of this reference are as follows : -
Atten. of D. K. Singh, General Manager
For Ms. R. Desai, Public Relations Officer
Attention : - K. P. Verma, Vice President
Attention, B. K. Sood, Sales Manager
6. Salutation
Salutation is the greeting of the addressee. We may choose the salutation on the basis of our
familiarity with the reader and the formality of the situation. The commonly used salutations
are given below : -
(i) Sir
(ii) Madam
(iii) Dear Sir/Dear Madam
(iv) Dear Mr. Verma
(v) Dear Ms. Singli
(vi) Dear Sirs
(vii) Your Excellency (while addressing the Ambassador or High Commissioner of a foreign country)
(viii) Gentlemen - used when a circular is sent to many addresses including an individual, firm, society,
company etc. Now-a-days 'Dear Sir/Madam' is also freely used in circulars.
Punctuation of Salutation
When indented paragraphs are used in the letter, it is customery to end the salutation with a comma.
For example,
Dear Ms. Joseph,
Thank you for your letter............
When the paragraphs are not indented, the comma at the end of the salutation is omitted.
Dear Ms. Joseph
Thank you for your letter........
7. Subject line
Many writers use subject lines to enable the reader to quickly identify the subject of corre-spondence.
It tells what the correspondence is about. In addition, it contains any specific identi-fying material that
is supposed to be helpful date of previous letter, invoice number, order number or the central point of
the letter. It is placed just below the line of salutation. It usually begins at the left margin, although it
may be placed in the centre or indented (if the paragraphs are in¬dented).
The subject line may be worded in a number of ways. Given below are a few representa-tive samples :
-
Subject: - Your December 16 inquiry about....
Reference : - Your December 16 order for.........
About your Order No. 635 - A dated....
In reply, please refer to File K.-304
Sub : - Loan facilities for
Ref: - Your enquiry of December ! 6
8. Body of the letter
The body of the letter can its message or content, ll is generally divided into three or four paragraphs,
each having its own function. The first paragraph links up the correspondence and establishes rapport
with the reader. The second paragraph may be called the main para¬graph that contains the subject
proper. If need be. the point of the second or main paragraph is elaborated or further de\ duped upon
in the third paragraph. i he fourth or final paragraph brings
the letter to a goodwill ending, leaving the door open for further business. Whatever the circum-
stances, the last paragraph brings the letter to a close on a positive note. It is generally followed by
phrases like, with regards', with best wishes', 'with warm regards', Thanking you', etc.
Second page heading
When a letter goes beyond one page, we should mark the following page/pages for quick identification.
The following page/pages must always be typed on plain paper, not on the letter-head. Of the various
forms used to identify these pages the following are the most common : -
(i) Ms T. Joseph December 16,2000
(ii) Ms. T. Joseph December 16, 2000 page 2
(iii) Ms. T. Joseph December 16,2000 Page 2
9. Formal close
The formal close of the letter must 'match' the salutation as shown below : -
Dear Sir Dear Mr. Joseph
Dear Madam Yours faithfully Dear Ms. Joseph Yours sincerely
Sir Dear Tina
If the salutation does not name the recipient, formal close is 'Yours faithfully’. If the salutation names
the recipient the formal close is 'Yours sincerely'. 'Yours' begins with a capital 'y', but 'faithfully' and
'sincerely' begin with small letters.
'Yours truly', 'yours very truly', Truly' (without 'yours') are not popular now, 'Yours re-spectfully or
'Respectfully yours' is used when writing to a person occupying very high position like a minister, a very
elderly person etc.
10. Signature block/slot
There is a fixed space for the signature of the writer. Just as the signature is important, so is its place
in the layout of the letter. Conventionally the signature, that is handwritten and con¬tains the writer's
name, status, department, company etc., appears just below the complemen¬tary close. As far as
possible it should be legible. But what is most important is that the name of the signatory should be
written/typed/printed in parentheses below the signature.
Given below are a few examples of the format: -
(i) ................................ when the individual signs in his own right
(P. C. Verma)
(ii) ................................ when the individual signs in his capacity as
(P. C. Verma) Sales Manager.
Sales Manager
(iii) For the Verma Associates when the individual signs in his representative
................................ capacity
(P. C. Verma) Partner
(iv) For Verma Associates when the individual signs in his representative
................................ capacity
(P. C. Verma) Managing Trustee
(v) For J. D. Singh when the individual signs pursuant to a power o
................................ attorney.
(P. C. Verma) Attorney Holder
(vi) For Bunty (Minor) when the individual indicates individual
................................ responsibility.
(P. C. Verma) Local Guardian
(vii) Verma Associates when the subordinate signs a routine letter.
For P. C. Verma
(viii) P.P. iw per Pro P.C. Verma Partner when an individual signs with the authority of
.................... Verma Associates another individual.
Manager
(ix) For Verma Associates It is not necessary to sign in a format like this that
Sd/- is meant for executing a deed. However, there is
P. C. Verma nothing wrong in signing it.
Partner
11. Enclosures (Encl)
Very often a letter carries along with it some important papers such as proof of date of death, copies
of certificates and testimonials. Price list, invoice, receipts, Cheque/Draft bill/cash memo, copies of
required pages of passport, photo identity card etc. The writer is well advised to make mention of
these papers at the bottom left margin as shown below : -
(i) Enclosures : - Three
(ii)Encl: - (i) .............
(ii) ............
(iii)...........
(iii) Enclosed...........etc.
12. Postscript
Postscript or P.S. is written if the writer has forgotten to mention something important in the letter.
Generally a writer is not supposed to forget any important item. But some important information may
come in when the letter has been written. In such a case the writer is supposed to write the postscript
very carefully and precisely or, in other words, to give the additional information in as few words as
possible.
13. 'CC' or Carbon copy Notation
Often copies of a letter are supposed to be sent to some other people directly or indirectly concerned
with the matter/subject. In such cases the names of the persons to whom copies are sent should be
written/typed adjacent to the left margin like this : -
CC: - Mr. P.K. Nangia
Copies to Mr. P.K. Nangia and Mr. P.D. Paul
Copy to Mr. P. K. Nangia
14. Reference initials
Many organisations continue to follow the practice of putting typed initials of the person who dictates
the lettei and those of the one who types it. These initials are useful for office checking. They can be
typed adjacent to the lef* margin in the end like this : -
PKS/CB PKS: - CB PKS - CB
PKS are the initials of the person who has dictated the letter and CB of the person who typed it.
1. Compare the two most commonly used layout conventions as shown in this chapter and write in brief
their differences. Which of the two would you like to use and why ?
2. Write a brief note (not more than four or five lines) on each of the following.
(a) The 'heading' or 'letter head'
(b) The 'attention line'
(c) The subject line
(d) Postscript.
Activities : -
You have received a bill from the telephone Company for Rs. 7587. It contains 10 long distance calls.
But you are sure that you did not make three of those calls, since you do not know any one in the
towns called
(a) Write a complaint letter to BSNL
(b) Write BSNL's reply to your complaint.
Letters of Enquiry/Requests for Quotations and Replies
Objective : -
At the end of this Chapter, you must know to : -
- write solicited enquiry letters and unsolicited enquiry letters
In business correspondence enquiries fall in the first category of letters sent by an organisation or an
individual. They are above all information seeking letters. They may be put in the following categories:
-
(a) An enquiry made at the buyers initiative; unsolicited enquiry.
(b) An enquiry made in response to the seller's offer or advertisement; solicited enquiry.
(c) A routine enquiry made by an old buyer in the usual course of business, and: -
(d) An enquiry for some favour like some special price, relaxation of terms and conditions etc.
A letter of quotation is a specific offer of sale made in response to an enquiry. It includes details about
the prices of the goods required, terms of payment, conditions of delivery etc. In this way it gives an
estimate of how much something will cost. It is supposed to be competitive in nature in order to
procure an order from the organisation that makes enquiry.
While making a request for quotations the sender gives valuable information about himself or the
organisation, the organisation's requirements, expectations etc. In this way a letter of enquiry starts
off two - way communication or information exchange process
All replies are supposed to be sent at the earliest. They should give complete information as for
example, prices, terms of sales such as discount, credit delivery etc., catalogues or price lists and
quotations may either be enclosed with the letter or sent in a separate cover.
Given below are some samples of letters of enquiry and replies : -
Example I: - Ask a sports goods supplied to send their price list.
Young India
7, PATEL NAGAR, NEW DELHI
Smart Sports
M.G. Road, Chandigarh
Dear Sirs,
We are interested in making bulk purchases of sports goods. Kindly send us your latest price list.
Yours faithfully,
P. Singh Manager
Example 2: - Reply to the above enquiry

Manager,
Dated : - 20 January, 2000
Young India Club,
7, Patel Nagar,
New Delhi.
SMART SPORTS
M. G. ROAD, CHANDIGARH
Dear Sir,
Thank you for your enquiry of 15th January, 2000. We are glad to enclose the latest price list of our
sports goods.
Our normal trade discount is 15% and 5% extra for bulk orders exceeding Rs. 60,000.
If you need any further details or assistance in meeting your special requirements, kindly feel free to
write to us.
Warm Regards
Yours faithfully,
for Smart Sports,
G. Arora Partner Encl
Example 3: - You have received quotations for electrical goods from Krishna Electricals Ltd. But you
find that their terms of 7% trade discount and 30 days' credit are not competitive compared to
quotations from others. Write a letter asking them to offer you better terms.
NEW LIGHT ELECTRIC STORES
I, Kamla Nagar,
Delhi- 110007,
10th January, 2000.
The Sales Manager,
Krishna Electricals Ltd.,
Andheri,
Mumbai.
Dear Sir,
Re : - Your Quotation of 26th December
Thank you for your letter of 26th December, along with your quotations and catalogue.
A few other reputed firms from Mumbai have offered 9% trade discount and 2% cash discount for 30
days.
It would be competitive and hence justifiable if you allow us either an additional trade discount of 3%
or 3% cash discount for 30 clays apart from the 7% trade discount you have already offered. In view of
the present large order of Rs. 80,000 and the subsequent orders you would be regularly getting from
us, you should still find these terms attractive.
These goods are needed to execute customers urgent orders. Hence we look forward to getting a
prompt reply from you.
Yours faithfully, Som Prakash
Example 4: - Reply to the above

KRISHNA ELECTRICALS LTD.,
ANDHERI, MUMBAI
15th January, 2000
Mr. Som Prakash,
New Light Electric Stores,
1, Kamla Nagar,
Delhi.
Dear Sir,
Thanks a lot for your letter of 10th January. We really appreciate your interest in our products and
your order.
May we point out to you that our quotations contained minimum prices taking into account the variety
and quality of the goods. Moreover, our c.i.f. prices give you an additional benefit. The extra cost of
packing required for the goods you have ordered leaves us only a thin margin of profit.
However, we shall be pleased to allow you the requested additional 3% discount if you can raise your
order to Rs. 90,000 worth of goods.
We await your confirmation and additional order.
Yours faithfully,
Example 5 : - Write a letter to Modern Brass fittings, enquiring the prices, terms of sale, etc.
GROVER CONSTRUCTION CO.,
G. T. ROAD, DADRI.
20th January 2000

Modern Brass Fittings Mathura Road, Faridabad.
Dear Sirs,
We are leading construction contractors and dealers in construction materials in this area. The demand
for brass fittings is steadily increasing in this part and we have a large number of enquires and orders
for them.
Kindly send us your catalogue and price list for wholesale purchases. Since our annual requirements in
metal fittings of all kinds are large, we would like to place regular orders with you. Hence, kindly
quote you most favourable prices and terms.
Yours faithfully.
MODERN BRASS FITTINGS

MATHURA ROAD, FARIDABAD
25th January 2000
Grover Construction Co.
G. T. Road, Dadri.
Dear Sir,
Thanks a lot for your enquiry of 20th January, 2000. We are glad to knows that you are interested in
our products.
You will be glad to know that Modern Brass Fittings items are approved by the ISI. Using our fittings will
give you the satisfaction that you are using the finest fittings now available in the market and are
getting the maximum value of your money.
The enclosed catalogue will give you all the necessary details about the handles, hinges, door knobs,
etc., that you might be needing. You will find our prices F.O.R. any where in India - very competitive.
In view of the large business promised, you will also get a special trade discount of 5 per cent on all
orders and an additional 5 percent on all orders exceeding Rs. 35,000.
We assure you of our best services.
Yours faithfully,
1. Write a short note on
(a) letter of enquiry
(b) reply to an enquiry
(c) quotation letter
On behalf of the librarian of your college/institution write a letter of enquiry to a prominent
2.
book seller asking for the latest catalogue and details of discount offered to libraries and any other
concession you can get.
3. Write a reply to the above enquiry.
Activities : -
1. Imagine you are a person gifted with acting. Write an unsolicited letter to a Cinema Company,
recruiting new faces for their forth coming production.
2. You have a software Company with reputation in the market. A small scale unit solicits information
on accounting software for their unit. Draft a suitable reply.
Invitation to Tender and Bid
Objectives : -
- the features of a good tender
- the evalution of tenders.
A tender, by definition, is "a formal offer to supply goods or to do a particular job, and a statement of
the price that you or your company will charge" Invitations to tender and bid are sent out or published
in newspapers that have specific pages/columns for such notices. In response to such notices
contractors give details of construction or engineering works to be done and submit estimates for the
completion of the works. Likewise, invitations to bids ask the suppliers to submit estimates for
supplying specific goods or services detailed in the bidding documents. Interested parties, then, write
to ask for the tendering/bidding documents that contain complete details of the requirements on the
basis of which they will work out the cost, time, material etc., to complete the work or supply the
goods or services needed.
The usual practice is to wait until all the tenders or bids are in and then they are opened all at the
same time. On careful examination of the terms offered the organisation decides which party is to be
awarded the contract. It is a highly competitive activity in which the interested parties have to show
their best and the organisation tries to get the maximum advantage.
A few specimen notices of this type are reproduced below : - Example 1: - A notice for supply of items
DEFENCE SERVICES OFFICER'S INSTITUTE
DHAULA K.UAN : - NEW DELHI - 110010 TENDER NOTICE
1. Sealed tenders are invited by Defence Services Officers Institute (DSOI). Dhaula Kuan, New Delhi -
110 010 (Telephone 569408 1 - 85) from reputed suppliers for supply of the follo\\ ing items for the
period 01 Apr., 200! to 3 1 Mar., 2002 : -
(a) Dry Ration, Chicken, Eggs, Mutton, Fish, Milk Products, Ice Cream (reputed brands), vegetables &
Fruits, Sweets, Ice cubes. Ice slabs. Mineral Water (Manufacturers), Juices & Waters, Roasted Peanuts,
Bread, Packing boxes & Paper Napkins, Crockery & Cutlery. Tentage & illumination. Vedi & Flowers,
Conservancy Items, Chlorine gas, Electrical Items, Playing cards, Charcoal & Firewood, Computer and
Office Stationer)'. Printing of forms. Salvage, Transportation forCSD Items. Supply of Summer Uniform.
Carpet cleaning. Building & Hardware material. Pest Control.
2. Tender forms can be obtained from Store Manager, DSOI (Tele, Exte. 120) on payment of Rs. 500/-
by cash or Bank Draft drawn in favour of DSOI payable at Delhi from 23 Feb., to 05 Mar., 2001.
Completed tender Forms along with earnest money as indicated in the Tender Form, in the form of
bank draft only (drawn in favour of DSOI payable at Delhi) are to be submitted in sealed covers in the
Secretary's Office, latest by 1100 hrs on 14 Mar., 2001. Tenders will be opened at 1200 hrs on the same
day. Name of items quoted and details of bank draft for earnest money must be written on the top of
the sealed cover. Sealed cover not indicating these details shall not be considered.
3. Suppliers have to furnish proofs of CST/ST No./PAN/ITCC/Bank Statement for the last one month
and experience. All items have to be quoted in the Tender. Tenders are valid for 90 days. No interest
on earnest money is payable. Tenders forms found faulty on any of the above conditions will be
rejected. President, DSOI reserves the right to accept or reject any tender without assigning any
reason thereof and his decision will be final.
4. Re-tendering will be done, if required and its date will be put on Notice Board of DSOI.
Sd/-
Secretary
Example 2: - A tender notice for doing engineering job : -

MAHANADI COALFIELDS LIMITED
(A Subsidiary of Coal India Limited)
NOTICE INVITING TENDER
Ref. No. MCL/Burla/CGM (TQ/NIT - 214-217/2001-02/141 Dt. 08.02.2001 by Chief General Manager
(TC), MCL Sealed tenders, in two parts (in separate envelopes), are invited from reputed and
experienced contractors, engaged in doing similar works, as per details given below: -
NIT No. 214. Name of the Job : - Hiring of Payloader for Mechanical Transfer of Crushed/ ROM Coal into
Tippers/Trucks at Samleswari Opencast Project of Ib Valley Area. Period-One Year. Quantity - 3.65
Lakh Tons. (Approx). Estimated Value - Rs. - 17.885 Lakhs. E.M.D. Rs. 18,000. Cost of Tender
Documents - Rs. 500. NITNo. 215. Hiring of Payloader for Mechanical Transfer of Coal from Siding No. 1
& II of SOCP into Railway Wagons. Ib Valley Area. Period - One Year. Quantity (Approx.) 40.00 Lakh
Tonnes. Estimated Value. Rs. 152.00 lakhs E.M. D.-Rs. 1.00.000. Cost of Tender Documents. Rs.-1500.
NIT No. 216. transportation of Crushed Coal from Lingarja Mini - CUP to Ananta Siding No. VI (Lead - 7-8
KM) Period - One Year. Quantity - 12.0 Lakh Tonnes (Approx.) Estimated Value. -Rs. 2.40 Crores. E.M.D.
- Rs. 1,00,000. Cost of Tender Documents -Rs. 3000. NIT 217. Hiring of Payloader for Mechanical
Transfer of Coal into Wagons at OPGC Siding No. VI Period-One Year. Quantity-28.0 Lakh Tonnes .
(Approx.) Estimated Value -Rs. 103.60 Lakhs E.M.D. -Rs. 1,00,000. Cost of Tender Documents. Rs. 1500.
The tenderer is required to inspect the site of the proposed work and assess the nature and volume of
work before submitting the tender papers. Tenders, once submitted, can not be withdrawn by the
Tenderer. Earnest money Deposit is to be deposited by Bank Draft favouring Mahanadi Coalfields
Limited on a Bank Draft payable at its branch at Sambalpur and attached to Part -1 of the Tender
Documents. Tender Documents including Terms & Conditions of work shall be available from Office of
the Chief General Manager (TC). M.C.L. Jagriti Viliar P.O. -U.C.E. Buria Sambalpur 768018 or from
Office of the Chief General Manager, M.C.L, 8th Floor Grulia Nirman Bhavvan Sachivalaya Marg, Unit -
III Bhubaneswar - 75 1001 during office hours from 10.00 AM to 1.00 P.M and 2.00 PM to 5.00 PM from
Mondays to Fridays and 10.00 AM to 1.00 PM on Saturdays from 22,02,2001 to 12.03.2001. Date of
Receipt of Tenders : - 14.03.2001 at MCLUQ and MCL Office Bhubaneswar by 2.00 PM. Date of Opening
of lender -16.03.2001 at MCL HQ at 11 AM. Part-I will contain EMD, Tcchno-commercial details
including Tender Documents, Part-11 will contain only Price Bid. The rate offered should be valid for
120 days from the date of opening of Part - I of the Tender, Part - II will be opened only in respect of
such tenderers as found valid alter scrutiny of Part-I, MCL reserves its right to accept or reject any or
all the tenderers without assigning any reason whatsoever or to distribute the work amongst the
tenderers. The tenderer should see the site before offering the tender. MCL will not be responsible for
any postal delays etc. NOTE: - MCL will not be responsible for any consequences due to misprinting or
any wrong translation by newspaper concerned. The tenderer should contact the tendering authority
and verify the facts in case of confusion.
Example 3: - A notice for empaneiment of agencies

DELHI DEVELOPMENT AUTHORITY (SPORTS WING COORDN. CELL)
PRESS NOTICE
It is proposed to empanel Agencies for "running, maintenance and operation of multigym at various
places under DDA Sports Wing" for a period of one year on monthly licence fee basis. Interested
agencies having at least two years experience in the field and are financially sound may apply to the
undersigned on their letter pads along with following details : -
(1) Detail of multigym/fitness centres run in the past and being run presently, along with certified
copies of proof thereof and the proof having the same completed satisfactorily.
(2) In case of company/firm, a copy of registration certificate and Article of Association be furnished.
(3) Detail of coaches and other manpower available with them along with their qualification and
experience in the field duly supported by attested copies of testimonials.
(4) Copy of the valid Income Tax Clearance Certificate.
(5) Solvency certificate from any of the scheduled banks of Reserve Bank of India to the effect that the
agency/firm/company is solvent to the extent of the Rs. 2.00 Lacs.
Application containing complete information in all respects may be furnished in an envelope
superscribing thereon "Application forempanelment for running, maintenance and operation of
multigyms under DDA Sports Wing" so as to reach the undersigned in Room No. 306, 'B' Block. Vikas
Sadan, DDA, near 1NA, new Delhi latest by 2nd March, 2001.
Please note that this is a technical bid and no financial offers should be discussed.
Agcncies/firms/companies once empanelled, would be invited to participate in the financial bid sub^-
qu^- .!; as and when required during the year.
Director (Sports)
Example 4: - A tender notice for supply of specified items.

U.P. POWER CORPORATION LIMITED
TENDER NOTICE
No. 26/2000-2001
SEALED tenders in two parts, Part-1 of the tender will contain earnest money amounting to Rs. 300/- in
the shape of FDR/CDR/TDR, pledged in favour of undersigned, payable at Rishikesh. Part -II of the
tender will contain rates/business terms and conditions on their letter-head for the supply of following
material are hereby invited from reputed contractors of this field. The tender will be received upto
ISOOhrs. of 7-3-2001 and shall be opened on the same day at 1600 lirs.
M.S. Flat 25 x 6mm 250 kgs
The undersigned reserves the right to reject any or all tenders without assigning any reason.
Executive Engineer
Electricity 400 KV Sub - Station
Division, Rishikesh.
'Save electricity for Nation'
Example 5 : - Another tender notice for supply of specified items : -

U.P. JAL VIDYUT NIGAM LIMITED SHORT TERM TENDER
Notice No. 30/2000-2001
SEALED tenders in two parts are hereby invited from the manufacturers or their authorised dealers on
their letter head for the supply of one set 220 volt 250 A.M. Standard make battery sets containing 110
cells along with its stand and accessories including commissioning etc.
Part - 1 containing earnest money amounting to Rs. 10,000 (Rs. Ten thousand only) in shape of
FDR/CDR/Bank Draft in favour of Executive Engineer, Hydcl Generation Division,
Dhakrani (Dehradun) and Part-il shall contain rates. Terms & conditions. The tender shall be received
upto 15.00 hrs. on 28-02-2001 which shall be opened on the same day publicity at 15.30 hrs. in the
preference of tenderers who wish to remain present at the time of opening. If date of opening happens
to be public holiday then tenders shall be opened on next working day. The tender without earnest
money shall not be accepted. The undersigned reserves the right to accept or reject any or all the
tenders without assigning any reason thereof
Executive Engineer
Maintenance and Operation
Hydel Power Station
1. Write a note on the importance and characteristics offender notices.
2. Write a notice inviting tenders on printed forms for supply and lilting of electrical items in your
institute building.
3. Write a notice for application from interested parties for empanelment as canteen contractors.
Activity : -
Study the following tender and discuss its merits and demerits.
SOUTHERN RAILWAY
Proposed construction of staff quarters Tender Notice No. MDU/09/2001, Dt. 27. 06. 2001
Separate sealed tenders are invited for the following works by the Divisional Railway Manager, Works,
Southern Railway, Madurai-625016 and will be received upto 15.00 hrs. on 01.08.2001 for items ! to 7;
upto 15.00 hrs. on 08.08.2001 for items 8 to 13 and upto 15.00 hrs. on 16.08.2001 for items 14 to 19.
The tenders will be opened at 15.30 hrs. on the said dates.
SI. No. Name of work
Approx. value Rs.
EMD Rs.
1. Sengottai P. Way Section : - Zonal piece work contract for execution of work and supply of materials
for one year (for the period ending 30.06.2002).
2. Mandapam P. Way Section : - Zonal piece work contract for execution of work and supply of
materials for one year (for the period ending, 30.06.2002)
3. Gangaikondan Depot : - Proposed collection and supply of machine crushed stone ballast 50 mm for
recoupment of ballast at points and crossings at Tirunnelveli yard.
"
(in lakhs) 4.00
5.00
11s.06
10.000
10,000
20.000
4.
Tiruchendur Station : - Pro, Dormitory and Pay & Use toilet
4.90
10,000
5.
Tenmalai Station : - Pro repairs to station approach road.
0.77
1,925
6.
Sengottai Station : - Proposed construction of Staff Quarters Type-IV-One Unit.
6.03
12,060
7.
Tirunclvcli & Tuticorin : - Proposed construction of Staff Qrs. Type-IV, Type -III, Type-II - one unit each
at Tirunelveli and Type IV - one unit at Tuticorin.
16.75
20,000
8.
Manamadurai Jn. : - Proposed construction of Staff Quarters Type-II - 2 units.
5.95
11,900
9.
Sattur Station : - Proposed pipe line arrangements (replacement) to passenger platform and Staff
quarters at Sattur.
1.11
2.775
10.
Punalur Station : - Proposed construction of retiring room.
6.46
12,920
11.
Dindigul Jn. : - Proposed construction of Staff Quarters - Type-IV, Type - III and Type - II one unit each.
11.16
20,000
12.
Paramakudi and Rameswaram stations : - Proposed platform shelter at Paramakudi and Rameswaram
station Platforms.
7.30
14,600
13.
Kollengode Station : - Provision of Rail level platform for Road No. 2 for a length of 1 86m.
2.26
5,650
14.
Dindigul - Pollachi Section : - Deep screening of the existing ballast at km. 90/12- 101/13and 117/1-
113/12.
6.94
13,880
15.
Dindigul - Pollachi Section : - Proposed making up of deficiency and deep screening of ballast at km.
118/12- 121/0.
8.40
16,800
16.
Dindigul - Pollachi Section : - Provision of bore well with hand pump at level crossing at km. 27/1-2 and
47/0-1.
0.75
1,375
17.
Palani Station : - Segregating water pipe line for Service buildings from Residential buildings.
1.43
3,575
18.
Ramanathapuram station : - Proposed RCC over head tank 25,000 litres capacity in lieu of existing leaky
M.S. tank.
2.34
5,850
19.
Madurai .in. : - Proposed construction of Staff Qrs. Type-Ill 24 Units (three storeyed type 4 blocks of 6
units each).
79.16
50,000
Cost of each tender form for workshop SI. No 1,2, 4.5.9. 13. !6, 1 7 and 18 is Rs. 548/-; for wor on SI.
No 3,6.7. X. 10. 11,12. 14 and 15 is Rs. 1,092/-: - and for work on Sl. No. 19 is Rs 2,184/-
EMD in the form of Guarantee Bond will not be accepted. Such offers will be summarily be rejected.
Failure to enclose the EMD exclusively for the work will result in invalid offers.
The cost of tender form for the work (non-refundable) may be paid to the Senior Divisional
Cashier/Pay, Southern Railway, Madurai Junction or to any Station Master of Southern Railway and the
receipt issued thereof should accompany the request for issue of tender form. Tender form will be
issued in person only.
Tenderers who are new to Madurai Division should invariably enclose the credentials with regard to
Solvency, 1TCC, Experience etc., failing which their tenders are likely to be rejected.
Tender forms will be issued upto 15.00 hrs. on 30.07.2001 for items 1 to 7; upto 15.00 hrs. on
06.08.2001 for items 8 to 14; and. upto 15.00 hrs. on 14.08.2001 for items 14 to 19.
Late/delayed/post tender offers will smnmarih be rejected.
No responsibility will be accepted for delay in postal transit.
If the date for receipt and opening of the lender happens to be declared as holiday at a later date, the
same will be done on the next working day.
Divisional Railway Manager/Works, Madurai.
for and on behalf of President of India.
Placing and Fulfilling Orders
Objectives : -
- place the order
- accept the offer made
After making enquiries from suppliers or going through the catalogues/price lists and according to our
needs we place orders. In other words the buyer seeks information regarding the product of his need
and the seller makes his best possible offer. In fact, at the very initial stage of replying to an enquiry
the supplier makes an offer attractive enough to secure an order. While placing an order the customer
makes reference to the supplier's reply/catalogue, the price quoted therein, specification of goods,
quantity required, forwarding directions, the manner of payment, time limit, discount etc., This makes
the matters clear to both the parties and helps expedite the fulfilling of the order.
Given below is a sample letter placing an order: -
Example 1 : -
GUPTA AGENC1ES LTD.,
CANTT. ROAD, MEERUT
Date : - 16.1.2000
Phone: - 23367612 Ref: - 6/24
Prakash Electricals Ltd., Bhagirath Palace, Delhi.
Sir,
Sub : - Order lor fans
We thank you for your letter dated 5th January, 2000 enclosing your catalogue and price list. We are
pleased to place order for the following.
'Breeze' pedestal fans 30 Nos.
Usha Ceiling fans 45 Nos.
Polar Mini fans 75 Nos.
Kindly negotiate the documents through UCO Bank Meerut, Cantt Branch. Payment will be made on
presentation of documents. As mentioned in your price list, kindly give us a discount of 15% on the list
price.
We request you to confirm despatch of the goods by return of post.
Yours faithfully,

PRAKASH ELECTRICALS LTD.,
BHAGIRATH PALACE , DELHI.
Grams : - Prakash ,
20.1.2000
Phone: - 3730300
Ref: - E/361
GUPTA AGENCIES LTD.,

Cantt Road,
Meerut.
Sirs,
With reference to your letter No. 6/24 Dated 16.1.2000 ordering supply of ceiling, pedestal and mini
fans we confirm having sent the goods through Overland Carriers Ltd., LR No. 354 Dt. 19.1.2000. The
invoice and the original L.R. have been negotiated through Indian Overseas Bank, our bankers, who
would present the documents for payment through UCO Bank, Meerut Cantt Branch, as requested by
you.
Kindly inform us as soon as you receive the bills. Thanking you,
Yours faithfully

1. What important points must be included in an order ?
2. What importa
t points must be included in a reply to an order ?
3. Draft an order subsequent to your telephone conversation with a stationery items supplier for
despatch of a particular kind of registers.
Activity : -
Study the catalogue and draft (a) a letter placing orders and (b) a letter of acceptance.
Complaints and Replies to Complaints
Objectives : -
— the various caused for complaint
— writing complaint letters
— writing letters granting adjustments writing letters refusing adjustments.
There may be various causes for complaints on the part of the customers. Some of the causes are given
below : -
(a) goods found damaged.
(b) supply of substandard quality or defective goods;
(c) order carelessly fulfilled;
(d) inordinate delay in supplying goods;
(e) wrong invoicing;
(f) po
or after sales service.
It requires great wisdom and patience on the part of the seller/supplier to deal with these complaints.
The customer is the most important entity for the supplier. So he must be kept happy. But at the same
time it must also be ensured that no unscrupulous customer takes undue advantage of the supplier's
sincerity.
Great care must also be taken in drafting replies to complaints. In fact it is much easier to make a
complaint than to deal with it in writing. The supplier must promptly acknowledge the letter and thank
the customer for writing it. He must also express regret for the inconvenience caused to the customer
and admit gracefully if anything has gone wrong in fulfilling the order. He must also ensure the
customer of his sincere efforts to make amends and promise the best possible services in future. This
way the channels of communication and further business have to be kept open.
Complaint Letters : -
Steps to write a complaint letter : -
Step 1 : - Identify the transaction. Indicate that there is a problem.
Step 2 : - Describe fully the product or service you mention
Step 3 : - Explain the problem clearly and simply and state the time limits.
Step 4 : - Explain what you want to be done.
Step 5 : - Give a telephone number/address where you can be reached.
Reply for the complaint letter : -
(i) Letters that grant Adjustments
(ii) Letters that refuse Adjustments.
(i) Letters that grant Adjustments : -

Step 1 : - Indicate that you are apologizing for the mistake. Offer an adjustment.
Step 2 : - Explain the cause of the problem and explain what you have done to ensure that a similar
problem does not arise.
Step 3 : - End with a positive note.
(iii) Letter that refuse Adjustment : -

Step 1 : - Acknowledge the letter
Step 2 : - Explain why you are unable to make the adjustment.
Step 3 : - Give the bad news.
Step 4 : - Rebuild goodwill.
Step 5 : - Close in a friendly way to keep the client.
Given below arc some letters of complaints and replies there to: -
Example 1: - A complaint regarding damaged items.
Sirs, Date: - _______________

We are thankful to you for your prompt action on our request to supply fans as per our order.........
dated..............
On opening the package of consignment we were shocked to see that the blades of eight ceiling fans
were damaged. Moreover the paint of three pedestal fans has peeled off awkwardly.
Would you be kind enough to replace these defective items at your earliest ?
Yours faithfully
Example 2: - Reply to the above complaint
Sirs, Date: - _______________
In response to your letter No..........dated............. we are sorry that some of the fans
were defective. We understand your anxiety over this unfortunate happening. Kindly keep the
defective fans separately. Our agent in your city will inspect the same. We are, in the mean time,
arranging to send a fresh consignment in replacement of the defective items. We are extremely sorry
for the inconvenience caused to you and promise to ensure our best services in future.
Yours faithfully,
Example 3: - A letter of complaint about delay in fulfilling an order.
Dear Sir Date

Re: - Our order PR 231
Last month we ordered 98 boxes of your article No 325. You promised delivery on Jan. 15, 2000. So far
we have not received this shipment and have not heard from you.
It may be that you have some genuine problem in filling our order or perhaps the consignment has been
held up somewhere in transit.
Will you kindly inform us soon on receiving this letter when we should expect the shipment to reach
here ?
Yours faithfully,
Example 4: - Reply to the above complaint.

Dear Sir Date
Your order PR 231

Thank you for your letter of...........We are really sorry for the delay in shipping your
order.
We normally pride ourselves on keeping our delivery dates. In this case, unfortunately our suppliers
shipped to us late and the components did not arrive till last Tuesday. I am glad to be able to say that
your order is being packed for despatch now.
The shipment is expected to reach you by...............
Again we greatly regret the inconvenience caused to you by this delay on our part. Regards,
Yours faithfully,
Example 5: - Complaint regarding careless fulfillment of an order.

Sirs, Date : - ..................
We thank you foryour promptness in fulfilling our order. However, on opening the packs we find that
the supplies are not as per our requirement.
You have sent 60 armless folding chairs, 80 chairs with arms, and 80 folding tables with sunmica tops.
We had asked for 90 armless folding chairs, 175 chairs with arms and 60 folding tables with mica tops.
The mistake has probably crept in at the stage of processing of various orders at the same time.
We will be happy to know when you will rectify the situation and fulfil on order ? Awaiting your reply,
Yours faithfully,
Example 6: - Reply to the above complaint

Sirs, Date : - ..................
We are very sorry to learn that the supplies made to you were not in accordance with the order placed
by you.
We regret that the error is due to clerical oversight in processing various orders.
We confirm having sent to you today the items strictly as per your order
We once again regret the error and the consequent inconvenience caused to you. With regards,
Yours faithfully,

1. What are the distinctive features of a letter of complaint ?
2. Write a note on the distinctive features of a letter of apology.
Activities : -
You place the orders for a maroon colour T-Shift over the internet. The shirt when received was red in
colour. Write a letter.
(a) Complaining about the difference in colour
(b) A letter from the manufacturer setting right the transaction.
(c) A letter from the manufacturer refusing adjustment.
Sales Letters/Offers
Objectives : -
At the end of this Chapter, you must know
- the elements of a good letter .
- the AIDA strategy
Sales letters/offers are the most important form of written communication. They are above al!
persuasive in nature. In order to persuade the customer the sales letters are somewhat lengthy as
compared to other letters. While other letters as, for example, letters of complaints or orders, are
supposed to be short and crisp, sales letters/offers are a kind of advertisement of a product or service.
Hence the writers of these letters are supposed to use their imagination for the purpose of making
them appealing and persuasive. They are, in this way, essentially creative in nature.
Sales letters are not only lengthy; they also have some additional literature, brochure, pamphlet etc.,
attached with them. A large number of them also have a postscript to give some special information. In
this connection it is also important to note that sales letters/offers have evidence of specialized
information regarding the product/service that they are marketing. For this very purpose they are
aimed at catching the attention of some particular class of customers whom they capture with an
arresting opening and promise to give continued service.
Sales Letters : -
A Sales Letter adopts the following strategy : -
1. Attract Attention
2. Kindle Interest
3. Create Desire
4. Urge Action
This is known by the acronym A1DA strategy.
ATTENTION : - Attract the attention arousing curiosity.
INTEREST : - Kindly the interest by giving descriptive details and listing the benefits.
DESIRE : - Create desire by convincing the client that you can be depended on.
ACTION : - Make it easy for the reader to respond without effort i.e. by providing a
prepaid letter or a discount or a gift coupon.
Given below are two examples of effective sales letters/offers: - Example I: - A sales letter offering
sophisticated scientific instrument in simple language.
Dear Customer : -
Here is exciting news for you : -
A new Keltron microwave measurement technique achieves unprecedented accuracy
Surprisingly, the measurements are made automatically on inexpensive, standard equipment which is
operated under the step - by - step guidance of a preprogrammed cartridge.
The new accuracy levels are achieved by means of digital filtering and windowed Fourier
transformation operation is easy to learn because the software package is menu driven and includes
prompts written in clear and concise English language. The system is virtually self-explanatory.
Your enclosed copy of Technical Review No. 10 gives the details about Enhanced Accuracy option PI for
the Keltron Model 5600 automated scalar network Analyser system.
Please return the reply card for more information or a demonstration of keltron test equipment.
Sincerely,
Keltron Company,
S. Scott. James,
Vice president. Marketing,
End : - Technical Review No. 10.
Example 2: - An offer of exciting breakthrough in eye - care.

January 10,2000
J. Varma
33/10, Patel Nagar, New Delhi.
Cleaning, Disinfecting and Deproteinising Just one solution for all your needs !
Dear Mr. Varma,
Bausch & Lomb introduces yet another international breakthrough in contact lens care. Yes ! Renu
Multiplus, the world's first and only multipurpose lens care solution that cleans, disinfects and
deproteinises all in one go is now available in India. Now, lens wearers like you can experience that
fresh lens feeling everyday, by using just one solution.
RENU Multiplus eliminates the need for periodic deproteinising of your lenses since it uses a special
ingredient called Hydranate that removes protein on a daily basis, while cleaning your lenses. No more
bother, no more enzyme tablets, and no more forgetting when you last deproteinised your lenses.
What's more, it also contains the same ingredients Poloxamine and DYMED that made RENU
Multipurpose solution the world's most trusted name in lens care.
So now you get all the goodness of RENU along with the added benefit of easy protein removal on a
daily basis.
And the best news is that you are also entitled to a special introductory offer- a discount of Rs. 30 on a
360 ml bottle of RENU Multiplus solution. All you have to do is visit any eyecare practitioner or chemist
in your locality, pick up a bottle for yourself and save Rs. 30. However, do remember that this offer is
upon only till stocks last. So visit your practitioner as soon as you can.
The enclosed brochure explains the overwhelming advantages of new RENUPLUS. It also explains how
easy it will be to take care of your lenses from now on.
Yours sincerely,
P.S. Do remember that the special introductory offer on RENU Multipius is valid only till stocks last. So
do avail of this fantastic offer as soon as you can.

1. Why is a sales letter generally more lengthy than other business letters ?
2. Why is it necessary for a sales letter to have an arresting or attention getting opening ?
3. Why is it necessary for the writer of a sales letter to be sufficiently well informed about the buyer's
needs and the product ?
Activity : -
Write a sales letter (using the AIDA strategy) for a product or service you are familiar with.
Circular Letters
Objectives : -
At the end of the Chapter, you will know
- when circulars are needed
- what information should they impart
Circular letters like sales letters/offers, are unsolicited and mass produced. They are sent to a large
number of customers. Their aim is primarily to convey some information like the following: -
(a) introducing a new product or service;
(b) opening a new shop, branch, or regional office;
(c) change of address;
(d) seasonal discounts;
(e) increase in prices;
(f) announcing a prize scheme, etc.
Like the sales letters/offers they are persuasive in approach and style. But at the same time they are
supposed to be very clear as information giving is their primary aim. They may also be detailed and
lengthy like the sales offers.
Given below are a few examples of circular letters : -
Example 1: - A circular informing increase in prices : -

Sirs, Date : - ..................
We are grateful to you for your immense support and valuable orders for supply of paints and enamels
all these years. The increased turnover of the company by 40% this year indicates the increasing
popularity of our products true to our tradition, we are improving the quality and range of our products
constantly with a view to emerging as more and more innovative in our colour combinations.
Owing to our increased research and development activities, we have made great headway in new
production processes. It has made us rely on import of certain inputs. Naturally, this means a marginal
increase in prices.
We take you into full confidence in announcing an increase of 5% in the prices of our products as shown
in the enclosed price list. We trust you would continue to patronise our goods as you have done so far.
Yours faith fully,
Example 2: - A circular informing special concession : -

Sirs, Date : - ..................
We are indeed very glad to point out that you are one of the thousands of regular subscribers to our
monthly 'Business News.' You must be glad to know that the journal is entering the Silver Jubilee year.
On this occasion, we are glad to inform you that on all renewal subscriptions to the journal a discount
of 30% would be allowed. We also add that we have pleasure in extending this discount to anyone to
whom you recommend our journal for subscription. Both you and the person to whom you recommend
it will have to pay only Rs. 284 (as against Rs. 400).
The last dale for informing us of your decision is 30.6.2001 so that we may plan our printing schedule
suitably.
Earnestly looking forward to your patronage and assuring you of our valuable services,
Yours faithfully,
Example 3: - A circular informing change of address.

Sirs, Date : - ..................
From 25.2.2001 we would be functioning at the following premises : - 234, Sagar Ratan Building, Lodhi
Complex, New Delhi- 110015.
Our new telephone numbers are: - 4623434,4623635,4620341
Kindly ensure that in future all your correspondence is directed to the above address. With warm
regards and compliments,
Yours faithfully,
Example 4 : - A circular letter announcing opening of a branch.
Dear Mr /Ms Date………

You will be glad to know that we have now opened a full fledged Body Clinic for our valued clients at
10, Maharani Bagh, New Delhi - 14.
Our Body Clinic is equipped to deliver the very best of your Beauty and Grooming requirements. Today,
the City Body clinic is the only Integrated Fitness and Cosmetic care centre in New Delhi which is under
the supervision of qualified doctors. Ours is the only ideal place for you and your family to avail of
solutions for any medical, health, fitness and all beauty related problems.
You will also be pleased to know that very soon we are going to open another branch at 15, Inner
Circle, Connaught Place. All this has been made possible due to the immense support you have given
us. It has been our privilege to have you as our client. Please do pay us a visit again and have a look at
our newly equipped Beauty Parlour. Some exciting discount packages are waiting for you.
With warm regards and compliments,
Yours faithfully,
Example 5: - A circular informing appointment of a sole selling agent.

Sir, Date : - ..................
We are very thankful to you for your continued support and patronising our products all these years and
look forward to encouragement from you in the years to come.
We are pleased to announce appointment of M/s. R. Prakash and Sons as our sole-selling agent in your
area w.e.f. 20th January, 2001 and request you to place all your orders with them from now onwards.
We will, however, fulfil all orders received by us till now.
Yours faithfully,

1. Write short notes on the following
(a) The main objectives of writing circular letters.
(b) The advantages of writing circular letters.
2. Write a circular letter announcing seasonal discount on your products.
Activity : -
Write a circular letter to the employees of your Company about the opening of a creche and enumerate
the equipment and services available therein.
Corresponding with Customers for Payment
Objective : -
— the step-by-step approach to collection.
A large number of letters are written by suppliers to customers asking them to pay the amount due on
account of the goods they purchased. A lot of business is done on credit. But credit also leads
sometimes to collection problems. Sometimes it becomes a problem to collect money. Very often a
series of letters have to be written. It is also seen that some customers who are not prompt in replying
letters are also not prompt in making payments. This problem has to be tackled with greatest tact and
cordiality. The collection department of the company adopts a step - by-step approach. We can,
therefore, divide the letters written in this connection in the following categories: -
(a) Mild reminders,
(b) Persuasive letters,
(c) Last resort letters.
Mild reminders
Mild reminders are generally short and sweet letters reminding the customer of the number .and date
of his order and usually enclosing a copy of the invoice or statement of account. Here it is assumed
that the customer has in all likelihood mislaid the statement or it hasjust slipped out of his mind. It is,
therefore, not necessary to insist on payment but just to remind him of the payment due by using mild
words like 'Please' or 'just to remind you'. Given below is a sample mild reminder: -
Example 1: -
Dear Mr. John.
This is just a friendly reminder that your account with us now is two months past due (see enclosed
statement). Perhaps you have overlooked it or owing lo your extremely busy schedule it has escaped
your notice.
We genuinely appreciate your business and look forward to serving you better in future.
Sincerely,
Persuasive letters
When mild reminders fail the supplier has lo work out a strategy to appeal lo the debtor's conscience.
This can be done in a very persuasive way by making him realize his prestige in society or by making
him an attractive offer and only then come to talk of payment. At this stage the supplier writes
indirect approach or persuasive letters. This is the most crucial stage in chasing payments. Given below
is an example of such a persuasive letter: -
Example 2 : -
Dear Mr. John.
Shall I take this opportunity to share a secret with you ? You will indeed be proud to learn that we have
some excellent reports about you in our files. According to these reports you are a man of your \\ord
and always prompt in making payments by the due date. It has indeed been a pleasure dealing with you
for the last four years.
Now we are somewhat concerned to see that your account has fallen into the delinquent group. A
person of your reputation will certainly not like to have it this way. So, why not salvage the situation
by immediately mailing a cheque for Rs...........now 90 days past due on
invoice no.......'?
We are convinced you will not waste a single day in mailing your cheque in the enclosed self addressed
envelope.
Sincerely,
Example 3: - Another persuasive collection letter.

Dear Mr. John,
Looking into our records we find that your credit worthiness is really high. We are, simply not prepared
to count you amongst the delinquent group. But unfortunately we find that your July 1 5 balance of
Rs.......... is much over due.
What really worries us is that even the third remind of ours has not been replied. I hope everything is
line with you.
Do let us know by return post whether there has been any lapse on our part. Are you not satisfied with
our goods or our services ? Is there anything that we can do to help you ? In case there is any problem
in settling the account we can talk it out so that you feel comfortable with us.
You will always find us willing to accommodate you. With this promise we eagerly await your reply.
Sincerely,
Last resort letters
Last resort letters are written when persuasion does not work. We come to this stage when we find
that no appeals or attractive offers have had any effect on the debtor. He has therefore, to be given
one last chance and then be told what is going to be the creditor's next step. At this stage the letters
are short as opposed to the long persuasive letters. Given below is an example of the last resort
letter : -
Example 4 : - A last resort letter

Dear Mr. John,
We deeply regret having to say that your account has been handed over to our lawyers for legal action.
You have left us with no other option.
All our efforts to receive a cheque from you against your account of Rs.............. overdue,
have failed. Our Chief Accountant has already asked the lawyers to move the matter to the court. But I
have specially requested them to wait till..............
You have in this way, one more week to retain your credit with us. Please send the Cheque by return
post and save yourself the cost and consequences of legal proceedings.
Sincerely,

1. Write short notes on the following : -
(a) Mild reminders;
(b) Persuasive collection letters;
(c) Last resort letters.
2. "Chasing payments is a problem that has to be tackled with utmost care and cordiality." Discuss.
3. What are some of the effective appeals/offers that may be used in persuasive collection letters.
4. Write an effective 'Last resort' letter to a client who has not replied any of your four letters sent so
far.
Activity : -
A customer who has been promptly meeting his commitments, has now defaulted on the payment of a
bill. Draft a suitably worded letter reminding him about the payment overdue.
Import - Export Correspondence
Objectives : -
At the end of the Chapter, you must know
- export formalities
- import formalities
- banking and payment formalities
Import - Export correspondence is not very different from the inland trade correspondence. The
situations of correspondence may, however, differ. The main difference is that import - export
correspondence passes through many stages as there are many parties involved in it. An importer may
place a direct order with a supplier overseas or through an indent house or commission agent.
Whatever the case may be payments are made through the banker. So correspondence with the banker
is a necessary part of import - export correspondence.
Given below are a few sample letters.
Example 1: - A letter of enquiry sent to a manufacturer.

We intend manufacturing glass bottles for domestic and laboratory use. We understand that you are
among the leading manufacturers of glassware machinery in Germany. Would you please send us
detailed and illustrated pamphlets/catalogues of your company's range of machinery at the earliest ?
Yours faithfully,

Sir, Date : - ..................
We thank yon for your letter dated...........showing interest in our range of glassware machinery. We
are, as you have rightly said, the leading manufacturers of quality glassware machinery and export
thereof to far East.
As desired by you, we are enclosing detailed catalogues giving technical information, along with the
photographs and cross sections of our range of machinery.
We insist on a confirmed irrevocable letter of credit in our favour being opened by a reputed bank in
your country for the price of the machinery. Our price is always on C.I.F basis.
We would be glad to hear from you in this regard.
Yours faithfully.
Example 3: - Letter requesting the bank to open an irrevocable letter of credit
Sir, Date……..
We are planning to manufacture glass bottles and have obtained industrial licence and import licence
from the concerned government authorities.
In all ten glassware machines are to be imported from M/s Schwartz International of Germany. We are
enclosing copies of correspondence exchanged with them for your ready reference.
M/s Schwartz International insist on a confirmed irrevocable letter of credit in their favour for the
C.I.F. value of imports, i.e. $ 1.5 million.
We request you to open a letter of credit as per terms contained in M/s Schwartz Internation's letter
dated................on usual terms as to security and oblige
Yours faithfully,
The bank generally supplies a printed application form which is to be completed and signed by the
importer. Given below are the details to be filled in the form.
1. The name and address of the exporter.
2. The expiry date.
3. Precise instructions as to the documents against which payment is to be made.
4. The terms of contract and shipment (FOB, C.I.F" etc.)
5. The type of credit (revocable or irrevocable)
6. The amount of credit and in what currency.
7. The name and address of the importer.
8. The name of the party on whom bills of exchange are (o be drawn, and whether they are to be at
sight or of a particular tenor.
9. A brief description of the goods covered by the credit.
10. Whether the credit is available for one or several part shipments.
11. Shipping details including whether part shipments or transshipments are allowed. It should also be
shown what is the last date for shipment and what are the names of the ports of shipment and
discharge.
Example 4. The importer informs the exporter of the arrangements being made to open an irrevocable
credit in his favour.
Dear Sirs, Date : - ..................
Thanks a lot for \our letter accepting our order dated........We are pleased to inform you that we have
instructed the...........to open an inevitable credit for Ks.... in your favour, available to you in your
local currency and valid upto July 15,2005.
The credit will be confirmed by the ..........Branch of the....... They will accept your draft on them for
30 days.
Please attach the follow ing documents to your draft and surrender them against acceptance.
Bills of Lading (2)
Commercial Invoices (3)
Insurance Policy (1) Consular Invoice(l) Certificate of origin (1)
Please note that your draft is to include all charges to Delhi and our commission @ 5%.
Yours faithfully,
Example 6: - Advice from bank regarding arrival of documents.

This is to inform you that shipping documents and other connected papers from M/s Schwartz
International, Germany have come to us and we line! the documents prima facie in order. The Bill
drawn on us has, therefore, been paid.
We request you to take delivery of the documents on payment of Rs.....
Example 7: - The exporter informs of shipment.
Dear Sir Date………….

Re : - Your order No............. dated................
Ten cases containing glassware machines were shipped yesterday. The 16th March, 200! by EUROPA
LINES
As desired by you the sophisticated machines have been specially packed to resist the hazards of a long
voyage with no additional charges. Further, the machines are insured 'warehouse -to-warehouse' so
that the risk is covered all through the transit upto your factory. We hope you will be fully satisfied
with the quality of goods supplied by us.
The D/P Bill, original invoice, consular invoice and insurance policy have been sent through....Bank.
You are requested to honour the Bill when presented and take delivery of the documents.
We appreciate your interest in our products and assure you of our best services.
Yours faithfully,
EncI : - Four documents as mentioned above
Example 8: - Request for clearing the goods from ship to a clearing agent.
Sir, Date : - .... .............
We are importing ten glassware machines from M/s Schwartz International, Germany and they have
been shipped on board the ship EUROPA as per the shipping bill available with us.
We request you to arrange to clear the consignment from the port on our behalf. Please let us know
your charges for the job.
Yours faithfully.
Example 9: - An exporter writing to an inquirer from abroad.

Sir, Date : - ..................
Kindly refer to your letter no.. ...........dated..................asking for detailed terms for supply
of our hosiery goods. In this connection we draw your attention to (he following points : -
1. A firm order (in the form enclosed) has to be placed with us on the basis of which we would ensure
availability of goods at our production centre.
2. A confirmed irrevocable letter of credit has to be opened in our favour and the documents would be
negotiated through UCO Bank, Connaught Place, New Delhi.
3. The Bill of Exchange for the value of exports could he payable 'at sight'.
4. Export would he inclusive of cost and freight only. Insurance would he charged to your account.
5. Action would be initialed on the order only on receipt of advice regarding opening of letter of credit
from our bankers, UCO Bank, Connaught Place, New Delhi.
6. Under no circumstances goods once exported would be taken back.
7. The current rate of exchange on the day of presentation of documents for payment would he
applicable for con version purposes
8. Normally goods would be exported by an Indian ship unless specific request is received for export on
any other ship.
Kindly confirm concurrence to the above terms.
Yours faith fully,

1. On behalf of a manufacturer of plastic goods write a letter to a foreign supplier asking for quotations
for import of some machines required by you.
2. Draft reply to the above.
3. Draft a reply to question No 1. Telling the importer that you are enclosing (a) an illustrative
catalogue, and (b) your terms and conditions for fulfilling an order.
Activity : -
You are a dealer in Kancheepuram Silk Sarees. Now planning to export to the US Market. Write a letter
to your Bankers asking them about the services they can offer you. (Financial, export, exchange,
enquiry, etc.)
Correspondence with Banks
Objective : -
At the end of the Chapter, you must know : -
uhat are the different services provided by the commercial banks.
Correspondence with banks is a regular practice, because companies depend heavily on them for
finances. In fact banks are indispensable for companies. Whatever the financial position of a company,
more and more funds are always needed for expansion programmes. And for this purpose letters have
to be exchanged between companies and banks.
Most of the banks use form letters. But there are situations when special purpose, personalised letters
are written. Given below are some examples of correspondence with banks.
Example 1: - Request to a bank for opening an account.

Sir, Date : - ...................,
Re : - Opening of a Current Account
We would be grateful if a Current Account in the Company's name is opened in the Okhla Branch of
your Bank. We are enclosing the following documents along with the application form duly filled in.
1. Certificate of incorporation (with a copy for your record)
2. Certificate of the Registrar of Companies granting us permission to start business (with a copy).
3. Copy of the Memorandum and Articles of the company.
4. Certified copy of the proposal of the Board of Directors to open a Current Account duly signed by the
Chairman.
5. Letter of introduction by Shri B. K. Sood, an account holder of your Bank.
We are depositing Rs. 20,000 as initial deposit. Kindly accept the deposit and open a current account in
our company's name.
Shri N. P. Rao, the Managing Director, is authorised to operate this account.
Kindly send us (i) a cheque book, (ii)a pass book and (ii) a pay-in-slip book to operate the account.
We are looking forward to a fruitful cooperation in our business transactions.
Yours faithfully,
Encl: - Eight
Example 2: - A bank manager informs a customer about a personal loan that has been sanctioned by
the Head Office.
Private and Confidential
Dear Sir, Date : - ....................
We are glad to inform you that our I lead Office has agreed to sanction you a personal loan of Rs.
3.000,00 (Rupees Three lakhs only). This loan is to be repaid over a period of three years at an interest
rate of 19%.
As arranged, we will be taking a second charge on your property. We have already received the
approval of the Building Society to this charge, and we shall be obliged if you call at this office to
complete formalities.
Yours faithfully,
Manager
Example 3: - Letter to a bank requesting credit facility

Sir. Date : - ....................
We have plans to expand our line of manufacture and a detailed project report has been finalised and
got favourably considered by the Industrial Development Bank of India, Mumbai. The working capital
requirement in connection with the above project would be of the order of Rs. 5 lakhs for a quarter.
A copy each of the project report and feasibility report is enclosed for your ready reference. At present
we are enjoying from your bank credit facility of Rs. 4 lakhs by way of overdraft, 2.5 lakh rupees by
way of cash credit and Rs. 3.5 lakhs by way of Bill purchase. We are sure you would be happy to find
from your records how satisfactory our performance has been all these years.
As in the past, we request you to grant us the credit facility for Rs. 5 lakhs also. We would offer our
investments in shares as security for the overdraft facility upto Rs. 5 lakhs that we are requesting for
now. The shares command a premium of 80% at the moment.
We sincerely hope that this would entirely meet your requirements.
Yours faithfully.
Example 4: - Letter to bank asking for higher credit limit

Sir. Date : - ....................
At present we are enjoying cash credit facility of Rs. 5 lakhs against hypothecation of the raw materials
and stocks in our godown. Lately, owing to our expansion programme. the average monthly production
has registered an increase of 7%. This is vouched by the godown stock statements that we have been
submitting to you in the last three months.
Under these circumstances we request you kindly to increase the cash credit limit to Rs. 7 lakhs. We
assure you that our credit performance would be as good as it has been so far.
Yours faithfullv.
Example 5 : - Letter to bank requesting current account statement.
Sir. Date : - ....................

As our accounting year conies to a close on 31st December, 2000, we request you kindly to send our
Current Account statement for the period 1st October, 2000 to 31st December, 2000 to enable us to
reconcile the bank balance.
Yours faithfully,
Example 6. A customer's request for overdraft
Sir. Date : - ....................

We are pleased to report to you the continuous growth of our business since its establishment in July,
1098. The two hundred percent increase in our turnover in just one year ending June, 2000 over that of
the first year, offers ample testimony to our success. We have been able to achieve this mainly
because of the wide range of consumer goods readily available in our store.
In the coming Diwali and Christmas season we expect a further rise in our turnover and as such we wish
to add to our stock other lines of goods. On account of tight money market our usual suppliers have
expressed their inability to grant us credit for a period of more than one month.
Under the circumstances we are obliged to approach you with a request for a small overdraft.
According to our estimate an overdraft of Rs. 100000 would be sufficient to finance our increasing
seasonal stocks. We require this amount for a period of three months, by the end of which we shall be
in a position to place the account in credit.
At present we can give you only our personal guarantee as security for the overdraft. However we wish
to draw sour attention to the operation of our current account with your Bank in respect of a fair
balance maintained regularly, bills and other obligations met promptly, and drafts bought regularly.
Audited copies of the Trading and P&L A/c and balance sheet as on the date of application are
enclosed for your perusal.
An early reply from you will greatly facilitate sending orders to our suppliers and having our stocks in
time.
Yours faithfully.
Example 7: - Bank's reply to the above

Sub : - Your application for overdraft of Rs. 1,00,000
We are indeed very pleased to note the growth of your business within such a short period. Promoting
our customer's business is always a source of pleasure to us. However, the normal practice is to
sanction overdrafts against collateral securities rather than personal security.
We do realise how beneficial it would be for you to have a financial accommodation. We, therefore,
suggest to you to provide some collateral security such as your house, shop, building or deeds of any
other investments, etc. Alternatively, we can also consider guarantee from a reputable person.
Please note that the request for such securities is just a matter of general policy in advancing loans or
allowing overdrafts.
Yours faithfully,
1. Why should one make a request for an overdraft ? On behalf of a customer write a letter requesting
an overdraft.
2. On behalf of a bank manager write a reply to the above.
3. As manager of a company write a letter to your bank asking for current account statement.
4. Draft a suitable reply to the above.
Activity : -
Go to a Bank, collect the enrolment forms for (i) R.D. (ii) FD (iii) Current Account. Study them with a
view to finding out the requirements and obligations of the customer.
Insurance Correspondence
Objectives : -
- the different types of insurance,
- procedure for settling claims.
Insurance is an agreement that, in return for regular small payments, a company will pay compensation
for loss, damage, injury or death. There are four main branches of this business: -
(a) Fire Insurance,
(b) Accident Insurance,
(c) Marine Insurance,
(d) Life Insurance.
Most industrial and commercial concerns are required to insure their staff, premises, plant and product
against loss or damage.
Given below are some examples of insurance related correspondence.
Example 1: - A letter to the Insurance company to assess the loss by fire.

Sir.
This is to inform you that a fire broke out in our godown at 20, Okhla Industrial Area Phase II on 21st
January, 2001 at 4 p.m. The fire service personnel did their best to control the lire and minimise the
loss to the stocks.
We request you kindly to send your valuer to assess the loss and arrange for an early settlement. We
are lodging a separate claim in the mean time.
We look forward to an early action and fair settlement.
Yours faithfully.
Example 2 : - The insurance company's reply to the above.

Dear Sir,
We acknowledge your letter of...and are very sorry to read about the damage caused by fire in your
godown.
We are here to help you. Mr. R. K. Bansal, our fire surveyor, should already be on his way to complete
'on the spot' survey. He carries instructions to act as fast as possible. Your claim will be taken up for
further action immediately on receipt of his report.
In the meantime, kindly fill in the enclosed form to help us get a complete picture. Your cooperation
with our surveyor to collect all relevant facts will be of great help to us.
We assure you of our best efforts to settle your claim at the earliest.
Yours faithfully.
Encl: - Claim forms
Example 3 : - Letter informing settlement of claim
Dear Sir,
Sub : - Settlement of claim, Fire Policy No....
We have received our surveyor's report on the damage caused by fire in your godown on... The claim
forms submitted by you have also been examined and we find them correct in all respects.
According to the report of our surveyor, the damage to your property is estimated at Rs. 1,50,000.
Accordingly, we have enclosed a cheque on Syndicate Bank, New Delhi, for Rs. 151365 in full
settlement of your claim, including Rs. 1365 paid by you towards the cost of extinguishing the fire.
Kindly send us a receipt for the said amount.
We are also enclosing a fresh proposal form for renewal of insurance cover for your godown. Kindly
return it to us duly filled in all respects along with a cheque for the premium.
Yours faithfully.
Example 4: - Letter asking insurance company to prepare a policy of marine insurance.
Sirs,
Kindly cover for us the goods detailed below : -
20 cases of brassware, value Rs. 5,00,000, C.I.F. London, per S.S. INDIA leaving Mumbai on20 July,
2000.
The cargo is to be insured against all risks, warehouse to warehouse, from Mumbai to London Port. The
rate agreed to by you is 2% F.P.A.. and additional 15 paise percent for the land risk.
We have enclosed a cheque for Rs. towards the premium calculated at the above rate. Kindly issue us
the policy before 18 July, 2000.
Yours faithfully,
Encl : - Cheque for Rs...

1. Write a letter to General Insurance Company. New Delhi requesting them to settle your claim in
respect of your godovvn that has been destroyed in fire.
2. "Insurance confers immense benefits on the insured." Discuss.
Activity: -
Find out from an Insurance Company, what is meant by Comprehensive Insurance, Third Party
Insurance.
Memoranda
Objectives : -
At the end of the Chapter, you will know : -
the difference between a letter and a memo
the different kinds of memos
to write a memo
Memos or memoranda (plural of memorandum) are the most important form of written communication
within the organisations. By definition a memo is "a short official note that you write to a person or to
several people, especially people who you work with." Its origin lies in the Latin word 'memorare' which
means 'to mention' or 'tell'. Hence whenever a manager has to issue some instructions to his staffer to
bring an important matter to their notice he writes a memo or memorandum and sends it across to the
concerned person or persons.
It is to be noted that, although it is a piece of written communication, it is not a letter. It is therefore,
different in format from a letter. It does not carry a salutation ('Dear......') or a complimentary close
('Yours.......?). Most memos have a heading, body and signature. Most companies have their own
printed memoranda sheets. A typical memoranda sheet looks like this: -
NEW BHARAT CLOTH MILLS
MEMORANDUM
(1)
(2)
(3)
CC To
Signature
GUIDELINES FOR WRITING A MEMO
Although a memo is much shorter in length than a letter it requires careful planning and clarity of
thought. The process of writing a memo can he spelt out into die following stages : -
Stage I The exploratory stage
• Put down ever)thing you want to state about die subject.
• Use personal pronouns.
• Don't judge w hat you have stated at this stage.
Stage 2 The drafting stage
• Underline every item that is vital to your reader.
• Write the purpose of the memo at the top of the page.
• Divide your underlined items into separate categories.
• Write a heading for each category
• Determine the order of importance of each category to the reader and number them.
• Start writing the memo.
It should be our effort to give a personal (ouch to our memos. We had better use 'you' and 'your' instead
of saying "everyone is requested.. ......." We should also include a name. For example, we should say.
"Govind. I'll send that letter to you............" We should address a person with a title, not a title with a
person and use conversational words and phrases like "As you suggested" and "please bear with me" in
place of impersonal utterances like "Kindly advise"
In the light of (his discussion let us examine a few memos.
Example 1: - A memo requesting departmental reports : -

UNITED METAL INDUSTRIES
HEAD OFFICE : - KANPUR
MEMO
No: - DLP/301,
Date : - January. 2001,
From : - D. K. Gupta, Managing Director,
To : - All heads of departments.
Subject : - Departmental Reports
Would you please make sure that your current half-yearly report is handed on to my secretary before
the last day of the month so that figures can be collated and incorporated into the general report for
the meeting of the Board of Directors on 5th February.
Thank you
CC T. K. Varma, Finance
P.T. Gupta, Operations
T.P. Muni, Sales
K.P. Sharma, Production
S.P. Kapoor, Administration
L. Prasad, Purchasing and Supplies.
Example 2: - A memo regarding safety precautions

NEW ERA ENGINEERING CO.,
MEMORANDUM
No: - 350/98,
From : - The Managing Director,
To : - The Personnel Manager, Date : - 7 February, 2001.
Subject : - Safety Precautions
As a result of the accident which occurred in the (liters shop, we are going to have a drive to improve
our safety precautions throughout the factory. We want first of all, to eliminate the source of
accidents. Which means, we want to see where the possible danger points are and remove them.
Secondly, we want to make all employees more aware of danger to themselves if they do not follow
the instructions.
1. Would you please prepare a report for me on what you consider the danger points to be and how our
safety of staff will be most secure and will be very carefully considered,
2. Would you inform all employees in the strongest terms of the risks they run if they do not follow the
safely regulations,
(Z. Ahmad)
Eample3: - A memo to an employee informing him of a cut in his salary.

SAHARA BANK LTD., Gurgaon
Ref: - 340-TJM830, Dated: - 30th July, 2000

To : - Mr. R. K. Sharma, Clerk,
From : - T. K. Babu, Manauer.
You remained away from your duties on the date/s and for the period/s mentioned below.
Please note that you have not earned salary and emoluments for the said period.
Date Period
July 25,2000 9.30 a.m. to 5.30 p.m.
This is without prejudice to our right to take disciplinary action against you.
CC To
1. Staff Section, North Zone, T. R. Babu
2. Salary Section.

1. What is a memorandum ? How is it different from a letter ?
2. Give short answers to the following : -
(a) Why is it necessary to mention the subject at the top of a memo ?
(b) How can numbering points help the recipient of a memo ?
Activity : -
Write a memo to the Supervisor of a Section in which large scale late coming had been observed in the
past week.
Office Orders, Circulars and Notes
Objectives : -
At the end of the Chapter, you must know : -
- the format of office orders
- circulars
- office notes Office orders
Office orders are meant to communicate matters relating to certain right, withdrawing rights, imposing
restrictions, making postings/transfers, granting or withholding increment etc. As the term suggests
orders can only be issued by superiors. As such they are a very clear example of downward
communication and the people working at lower levels are duty bound to follow them.
Great care is required in the drafting of office orders. They should be very precise and unoffensive.
Slightest carelessness in drafting may lead to objections from the recipient or any other person to
whom the copy of the order is sent. That is why it is advisable to avoid use of literary language and
stick to unambiguous, crystal clear expressions. A few examples are given below: -
Example 1: - A transfer order
ALLIED MOTORS LTD.,

NEW DELHI - 110001.
Ref: - 95/38/Per Date 16th January 2000
Order
Mr. P. K. Tripathi has been transfered to she personnel department He shall report to the Personnel
Manager latest by 18 January, 200! after handing over charge of his duties to the superintendent
(Administration)
Sd/-
B Prasad
(Administrative Officer)
CC Accounts Officer,
Supdt (Admn.)
Example 2 : - Order posting a new recruit to a department

SARITA STEEL Co. Ltd.,
Ghaziabad-201001
Ref: - 43/Per/OOl Date 25.1.2001
Office Order
Shri P. K. Kumar has been posted to the Accounts Department as Assistant Account w.e.f. today.
Sd/-
Pradeep Gupta
CC Accounts Officer, Supdt (Admn.)
Example 3 : - Order granting special increments
DEEKAY RUBBER INDUSTRIES

Indore
Order
Ref: - PRI/14/99 Date 28.1.2001
In recognition of the meritorious performance of Sh. P. K. Dave, the management is pleased to grant
him special increment of AS. 500 w.e.f. 1.2.1999.
Sd/-
R.C.Jain
CC Accounts Officer, Manager (Personnel)
Example 4 : - Promotion Order

HARSHA PAINTS & CHEMICALS LTD.,
DELHI- 110007
Ref: - Per/57/001 Dated: - 31.3.2001
Office Order
Shri Prem Kumar, Senior Accountant is promoted with immediate effect as Assistant Accounts Officer.
He will draw basic pay of Rs. 6000 in the scale of Rs. 6000 - 9000. He will be on probation for a period
of one year.
Sd/-
B. Das
Manager (Personnel)
To : - Shri Ashok Kumar,
Accounts Department.
Office Circulars : - Office circulars seek to bring to the notice of a certain audience important matters
of the organisation. They are widely used to disseminate information like inviting applications from
employees or promotion test/interview, change in working hours, inviting suggestions etc. They are
generally brief, precise and persuasive pieces of writing. Some examples of office circulars in their
proper format are given below : -
Example 1: - Circular insisting punctuality
HIND MOTORS
NEW DELHI - 110014
Circular No. 14/001 Dated: - 23/1/2001
Employees are requested to strictly adhere to the timings of the workshop. Tendency to move around
unnecessarily in corridors and canteen would be viewed seriously.
Cooperation of all employees is solicited in maintaining decorum and discipline.
Sd/-
R. K. Singh
Manager, Personnel.
Example 2: - Circular inviting suggestions
SHAKTI ELECTKICALS LTD.,
DELHI - I 10006
Circular No. 356/001 Dated : - 23 January, 2001
The office manual which was last revised in July, 91 is now due for revision. We look forward to all
employees to consider this matter with interest and send their
suggestions to the undersigned latest by 20 February, 200!
Sd/-
Manager
Example 3: - Circular regarding cleanliness at work place
PEEKAY ELECTRONICS LTD.,
MUMBAI -400003
Circular No. 25/001 Dated: - 15.1.2001
It is observed that waste paper, empty ink bottles, cigarette butts, lunch wraps, etc., are not properly
disposed of by some ol the workers. In the interest of maintaining a clean working environment, all
workers should properly disposal of all wastes and ensure cleanliness of environment.
Sd/-Manager
Example 4: - Circular regarding filling of vacancies

BHATIA POTTERIES LTD.,
GHAZIABAD
Circular No. 75/83 Dated : - 25.1.2001
It is proposed to (111 certain vacancies for the post of Assistant Accountant from among the employees
who fulfill the following requirements : -
(a) The employee should have put in a minimum period of service of 3 years in the company.
(b) Only commerce graduates are eligible to apply.
(c) All things being equal, preference would be given to candidates having CA/ICWA qualification.
Minimum number of years of service in such cases would be suitably relaxed.
Employees fulfilling the above criteria should submit their applications through their departmental
head latest by 10.2.2001.
Sd/-
D.Singh
Manager, HRD.
Example 5: - Circular regarding annual day celebrations

SAHUJI SUGAR WORKS
MEERUT
Circular No. 25/001 Dated: - 10.1.2011
The annual day function of our company is to be celebrated on the 25th of January, 2001. There will be
a special meeting at 10 a.m. Shri S. D. Gupta. Managing Director would address all the employees. It is
proposed to honour employees who have put in more than 20 years of service in the company.
At 4 p.m. there will be sports events for men and women. Tea, lunch and refreshments will be served
in the course of the day's celebrations. At 7 p.m. there will be the prize distribution function. From
7.30 to 9.30 there will be a cultural programme followed by dinner.
All employees are requested to attend the celebrations and make the programme a success.
Sd/-
K. Kumar Manager,
Personnel.
Office Notes : - Office notes are exchanged between two different departments. They are, in this way,
a typical example of horizontal or lateral communication. Companies generally follow a particular
format for 'notes' of this kind. The layout of the 'note' may differ from company to company. They feel
Tree to adopt their own style in exchanging information about some matter of mutual interest.
Some examples of office notes are given below : -
Example 1 : -
PRIME ELECTRICALS LTD.
Ref: - LD/FO/3 Dated: - 18.1.2000
From: - Legal Department To: - Admn. Dept.,
Subject: - Additional Stenographer
An Extraordinary Genera! Body Meeting of the company is scheduled to be held on 25th March, 2001 to
deliberate upon some urgent business. Two very urgent board meetings are to be held in quick
succession to discuss ;t detailed agenda.
The preparation of the relevant papers and other documents in connection with the above is to be
given top priority. In view o! the immense workload likely to arise on account of this, an additional
stenographer may kindly he posted to this department for a period of one month.
Sd/-
T. Singh
Manager
(Legal Dept.)
Example 2
NEW LIGHT INSTRUMENTS LTD.,
Ref: - LD/FO/3 Dated: - 18.1.2000

From: - Legal Department To: - Admn. Dept.,
Subject: - Additional Stenographer
Subject: - Stock taking for the year ending 31.3.2001

The stock taking for closing the accounts for the year ending 31.3.2001 will begin on 30.11.2001. All
departments may be advised to draw their requirements latest by 29.1.2001. Also there will be no
supplies to customers from the stores on 30th and 3 1 st March, 2001.
Sd/-
P. P. Gupta
Stores supdt.
RATHI CHEMICALS LTD.,
Ref: - 95/001 Date: - 4.1.2001

From : - Factory Manager. To : - Executive Director,
Subject: - Import of Machinery.
The existing plant and machinery have become too old to carry on production economically. This is
evident from the low output, higher electricity bills and heavy repair charges incurred in the last three
years. Also, the bad state of machinery is reflected in the low quality of production.
It is therefore, suggested that the plant be modernized as soon as possible. It would take at least three
months to install the new plant. After considering various alternatives, the Technical committee at its
last meeting held on 3 1st December 2000, came to the conclusion that the Korean made machinery
along with the spares and accessories would be ideal for our purpose.
Sd/-
P. K. Kapoor
Factory Manager
1. Write a circular appealing to the employees to observe punctuality so as to increase the overall
efficiency of the company.
2. Write an office order granting out of turn promotion to an employee in recognition of his
exceptionally meritorious performance.
3. Write an office note requesting a temporary transfer of an employee from one department to
another.
Activity : -
Write a circular letter from the Manager of a Company to all his employees analysing why an out of
turn promotion had been given to an employee and what they should do to merit such promotions
Correspondence with Branch Offices
Objective : -
- the purpose and format of correspondence with branch offices.
Growth in business leads to the establishment of a company's branch/regional offices in different parts
of the State, country or even overseas. It becomes all the more necessary to meet the
demands/requirements of the company's clients around a particular locality/region. The Head Office
and the Branch or Regional Offices have therefore to be in correspondence with each other regarding
various aspects of their business feedback from their clients, matters related to their staff, transfers,
etc.
Generally these letters are written on the company's letter head. But there is no hard and fast rule
regarding the use of the letterhead. Any other format can easily be used. Given below arc some sample
letters showing the nature of communication of the head office of an organisation with its
branch/regional offices.
Example 1: - Letter from a Branch Manager to the Head Office recommending an employee's
confirmation.
Dear Sir, Date: - ______________
Sub : - Confirmation of Mr R. Walker

Mr. R. Walker was appointed as an Accountant in our Gurgaon Branch on 5th January, 1999 and was
kept on one year's probation. The probation period will be over on 4th January, 2000.
During this period Mr. R. Walker's work has been satisfactory. He is a young man of twenty six, very
hardworking and cooperative. Given proper opportunities, he will prove an asset to our organisation.
We recommend that Mr. R. Walker be confirmed from 5th January, 2000.
Yours faithfully,
Example 2: - Letter from Head Office to Branch Office regarding an employee's training.
Mr. Sunil Kumar. Management trainee, is being sent to your Branch for three weeks as part of his three
months training course in various departments of the company.
You may kindly give him suitable training in Branch work and administration.
Example 3: - Letter from Head Office to Branch Office asking for stock statement.
The stock statement for the month of January 2001 has not yet been received in this office. Would you
kindly expedite the dispatch of the statement ?
Example 4.Letter from Branch Office to Head Office giving reason for delay in stock statement.
The stock statement could not be sent in time because stock in-charge has not been keeping well for
two weeks. We are. however, getting a statement made with the help of a clerk temporarily
transferred from the Administration Section of the branch.
We regret the inconvenience caused to you on account of this delay on our part. Kindly bear with us.
Example 5: - Letter from Head Office to Branch Offices.

You may be aware of the fact that for quite some time the company has been passing through rough
weather. This is primarily due to stiff competition from Korea and Japan in marketing their products in
Europe and the U.S.A. The prospect of early recovery does not seem to be bright in the current
financial year. Sales have come down by 30% for the quarter ending 31st December, 1999 as compared
to the same period in the previous financial year.
The Board of Directors have, in their emergency meeting held on 15th January 2001, emphasised the
need to exercise maximum economy in every aspect of our functioning. You are, therefore, advised to
submit your budgeted expenditure for approval by the 1 lead Office.

1. As the Branch Manager of a company write to your Head Office recommending the confirmation of a
junior executive.
2. Write a reply to the above.
3. On behalf of the Head Office of a Bank write to the Branch office advising all the staff to observe
austerity measures.
4. As the Regional Manager of a company write a letter to your Head Office making a strong case for
appointment of some more sales representatives.
Activity : -
Write a letter of information to the employees of the Company laying out the new norms proposed to
be implemented by the Company and invite their suggestions.
Meeting, Agenda and Minutes
Objectives : -
- Why Meetings
- How to notify the Meeting
- How to Prepare an Agenda
- Procedures for the conduct of the Meeting
- Working notes, Minutes & Resolutions
- Action Plan
Meetings : -
Meetings of (lie shareholders or Directors are held periodically to review the working of a company and
to plan for future expansion and changes Such meetings are to be notified to the members with an
accompanying programme for the Meeting usually called AGENDA.
NOTICE : -
The company law lays it down that such meetings should be notified to the members with a specific
period between the notice & the meeting.
AGENDA
The word 'agenda' is the plural of the Latin word 'agendum'. But now for all practical purposes 'agenda'
is used both as singular and plural. Very often 'agendas' is also used as plural. The word 'agendum' has
almost gone out of use. The literal meaning of the word is 'things to be done'. As we know, all
important decisions are taken at Board Meetings and the meetings of top executives take place on a
regular basis - once a week, once a month or whenever something special has to be deliberated upon.
For this purpose the secretary, or the person in charge of organising the meetings has to prepare
'agenda' that is a document outlining the contents or issues to be discussed.
Preparing the agenda and issuing a notification in this regard is one of the most important duties of a
secretary. It helps the members to come prepared for the meeting and also the chairperson to steer
the meeting smoothly. Items that are not on the agenda are usually not allowed to be taken up. But,
then taking up 'any other item with the permission of the chair' is a time-honoured convention.
When the meeting is on, the secretary is always in attendance to take down what is being said by each
of the members. The official record of the proceedings of a meeting is known as the 'minutes'.
Given below is a sample notification of a Board Meeting: -
GUPTA FABRICS INTERNATIONAL

GUPTA HOUSE, FRIENDS COLONY, NEW DELHI.
15th March 2001
NOTIFICATION OF BOARD MEETING
A Board meeting will take place in the Board Room of Gupta House on 29th March, 2001 at 10a.m.
It is anticipated that the meeting will continue for at least two days, and Directors coming from out of
town centres should inform the Secretary if they require to have hotel accommodation booked for
them.
AGENDA
1. Reading of the minutes of the previous meeting.
2. Matters arising.
.3. Discussion oi Divisional Reports.
4. Matters arising.
5. Any other matter with the permission of the chair.
6. Date of next meeting.
Prem Gupta
Secretary
Mr. R. K. Kumar, Financial Director
Mr. P. K. Kojli. Technical Director
Mr. O. P. Nigam. Personnel Director
Mr. K. S. Chauhan. Director Yarns and Woven Fabrics Division
Mr. K. P. Singh. Director. Research and Development
Mr. S. K. Deo, Director. Ready made Garments Division
Mr. T. James, Director, Sales and Marketing
Encl : - Minutes of Meeting, 1st March, 2001.
PROCEDURE: -
The proceedings will be conducted under the chairmanship of an appropriate or designated authority,
which begins with the recording of the attendance of the members. It also records members who are
absent.
When the meeting is on. the secretary is always in attendance to take down what is being said by each
of the members. The official record of the proceedings of a meeting is known as the 'minutes'.
The first item on the Agenda is always the reading of the report of the previous meeting. After passing
of the report the real Agenda of the current meeting is taken up. All the observations and remarks of
the participants are faithfully recorded by the secretary. This will be elaborate, chronological and
often in direct speech.
The members who speak on draft resolutions may speak on the Origin, the need and functional aspects
of the resolution. This requires careful forethought & preparing and the mover of the resolution may
come with hints jotted down. This is commonly referred to as working notes.
MINUTES
Since all decisions are taken in Board Meetings, it is very important to keep a faithful record of what
transpires in them. The minutes are the official record of a meeting. They reflect the proceedings of
the meeting. They tell us systematically when and where a meeting was called to order, who chaired
the meeting, who were present at the meeting and also those who could not attend. The minutes arc
also a dependable record of the chairperson's remarks, confirmation of the minutes of the previous
meeting, the action taken on the items of the previous meeting, certain problems in the
implementation of previous decisions, avenues of further action, the dale and time of the next meeting
and so on.
Compiling minutes requires conversion of the direct speech (i.e. the actual words spoken by the
members) into reported speech. It also involves many of the techniques used in making summaries.
Many ideas have to be condensed into actual words used. Many others may have-to be put into one
sentence, leaving out all superfluous words. Often one word may have to be substituted for a group of
words. All irrelevancies have to be done away with. The minutes become an abbreviated account of
what was actually said. It is therefore, necessary for the writer of the minutes to be proficient in the
use of reported speech.
Given below is a sample of the minutes of a meeting: -
Minutes of the decisions taken at the Managers weekly meeting held in the conference room at 4 p.m.
on 10 January, 2000
Members Present
Mukesh Anand Chairman
Keshav Prakash Finance Manager
Suresh Waclhera Marketing Manager
Satya Prakash Technical Director
P. T. George Manager, Public Relations
T. K. Usha Company Secretary
Member absent
Anand Prakash General Sales Manager
Decisions
1. The minutes of the meeting held on 3rd January, 2000 were approved.
2. The Annual Shareholder's Meeting will be held on 25th September, 2001.
3. Keshav Prakash will get the Annual Accounts finalised and present the Balance Sheet at the February
3rd managers meeting.
4. P.']'. George to issue between 21st and 30th March a news release about company performance in
consultation with the Chairman and General Sales Manager.
5. T. K. Usha to circulate request to all departmental heads for items to he included in the Annual
Report.
6. Suresh Wadhera and Satya Prakash to represent the company at the FICCI meeting in September.
7. The Annual meeting of Sales Representatives to be held on 6th October, 2000. Tentative agenda to
be prepared by Anand Prakash before 30th June and discussed at the first manager's meeting in July,
2000.
8. Satya Prakash to prepare a plan for the expansion of the factory buildi
g to accommodate the new machinery imported from Korea.
9. The next meeting will be held on 18th January, 2000.
The meeting came to close at 5 p.m.
Submitted by
T. K. Usha,
Member Secretary
RESOLUTION
Executive dynamics is imparted to a decision when it is set out as a resolution. It expresses the resolve
of the meeting to put into action the decision. Hence it is called a Resolution.
ACTION PLAN
As the resolutions reflect the resolve of the meeting, it is imperative that they are put into action
without delay. A plan of action without delay is drafted immediately setting out the steps to be taken
for the implementation of the resolution.

1. Write short notes on (a) agenda, (b) notification, (c) minutes.
2. Why is it necessary for a Secretary to be adept in the use of Reported Speech ?
3. As the Secretary of an organisation write a notification for a Board Meeting, giving the agenda and
enclosing the minutes of the last meeting.
Activity : -
1. Attend the AGM of a Company known to you. Watch the proceedings, collect the Chairman's speech,
agenda, etc., and study them to see how they confirm to the pattern given above.
2. Draft the minutes of the meeting as announced in the notification given above. (You are free to
invent any names, agenda etc.)
Your answer should contain
(a) Nature of the meeting
(b) Date, time & place of the meeting.
(c) Name of those who are present
(d) Items numbered and given to be recorded
you must use : -
(i) Impersonal tone (ii) reported speech
(iii) Clear & accurate expression (iv) Simple & unambiguous language
3. Draft a specimen resolution.
Summarising or Précis Writing
Objectives : -
- the difference between summarising and precis writing.
- the stages in precis writing
- the qualities of a good precis writing
There are many occasions when we are asked to summarise, that is, to extract essentials from material
and information and reproduce it in a shortened, more concise form in our own words. A very similar
technique is used when writing cables or telexes, but then a certain amount of latitude is allowed with
language, sentence construction and punctuation for the sake of brevity. With a summary all the
normal rules of prose writing must be maintained. A summary or precis is a shortened version of
lengthy matter be, it a report, an article, a passage or a series of letters. It is supposed to give a short
but accurate account of what the original writer has said without changing or adding to it in any way.
In order to write a precis or summary we must keep the following points in our mind : -
(a) Understanding the passage : - We must understand the material in order to be able to summarise it.
Otherwise we will not be able to recognise what it is all about, appreciate the theme or the arguments
presented.
(b) Recognising the essential points and extracting them : - We need to decide what the essential
points are and extract them, while dismissing or ignoring the less important or irrelevant ones. We
must avoid digressions, examples, repetitions, idiomatic expressions and jargon.
(c) Vocabulary : - An extensive vocabulary should be at our command. Only then \\ ill we be able to
recognise immediately where one word or a few well-chosen words can convey the exact meaning of a
whole sentence or more.
(d) Ability to produce a coherent piece of English prose : - We should be able to produce a summary in
one paragraph only, except when many different subjects are being dealt with under various sub-
headings as in a long report. I he language, therefore, needs to be con-cise and the facts presented in
logical sequence. We are not supposed to alter the line of argu-ment or insert any facts or information
not included in the original, even if we do not approve or agree with any of it or think we know more
about it than the writer of the original material. There is absolutely no scope for our personal views in
a precis.
Making a summary or precis is a step by step exercise, so let us go through an example. For this
purpose let us have a look at an extract from an economic report picked up at random. In the first
reading c\crything may seem to be relevant. Hut that is not so, at least for the purpose of a summary,
it is therefore, a good practice to go through the material on a second reading and underline what we
consider to be the 'core' of information, as shown in the passage given below: -
Brazil is noted for being the world's largest coffee exporter. But the Brazilian economy does not grow
and thrive on coffee exports alone. In 1981 more than half of Brazil's 23 billion U.S. dollars in exports
consisted of industrial products and sophisticated services. Compare this with 1970 when exports
totaled a mere 2.75 billion U.S. dollars. Today, thanks to the nation's economical, efficient hydro
electrical power with a potential estimated at 213,000 megawatts - Brazil ranks as one of the ten most
heavily industrialised nations in the west.
Between 1970 and 1980, agricultural production increased 66.7% and now Brazil is close to becoming
the second largest food exporter in the world. In addition, Brazil also exports planes, ships, shoes,
textiles, canned sweets, diverse technology and many other products and services to the markets
spanning the globe. In recent years, The average yearly increase in the nation's Cross National Product
has been one of the highest in the world and per capita income in 1981 was in the area of 1000 US
dollars.
Brazil has a national territory of 8½ million square kilometres and a population of 120 million, half of
whom are under the age of 20 years. Gross national Savings are equal to 25% of the Cross National
Product.
Foreign investors have discovered Brazil's financial potential in the areas of business dealings,
investment and mutually profitable joint ventures with their Brazilian counterparts and investment by
European as well as North American business interests and multi-national corporations has more than
doubled in the past ten years.
Note : - Names of persons, places, companies, countries etc., that consist of more than one word, are
counted as one word. So is the case with numbers, sums of money, dates etc., whether written in
numbers or words. They are all counted as single word. Hyphenated words are also counted as one.
In any summary or precis, if the expected length is not indicated we should normally aim at reducing it
to nearly half of the original material. Sometimes, rather very often, \\e are also supposed to reduce
the original passage to one third. In that case the number of words in the original passage and in the
precis are also written at the end.
Bearing in mind the length of our summary/precis, we may decide, when we have under-lined the
various points that we think are important, that we really do not need to include them all or that we
can, by rearranging the material, condense two or more points into one sentence.
Now-let us see how we can extract the absolute essentials from this report and reduce the number of
words by skilful sentence construction and use of vocabulary. The aim of this exer-cise is to produce
the essential points of the passage in a one - paragraph summary ofcoherent prose. Let us take these
points one by one.
Point 1
Though the world's largest coffee exporter, more than half of Brazil's exports for 1981 consisted of
industrial products and services.
The first three sentences of the original have been condensed into one sentence.
Point 2
In a decade its exports have risen from 2.75 billion US dollars to 23 billion 'A decade' means the same
as 'ten years'.
Point 3
Brazil ranks as one of the ten most heavily industrialized western nations. 'Industrial nations in the
west' is reduced to industrialized western nations.
Point 4
In the same decade agricultural production increased 66.7% and Brazil is fast becoming the world's
second largest food exporter.
'Between 1970 and 1980' becomes 'In the same decade'.
Point 5
In recent years the average annual increase in Gross National Product has been one of the world's
highest and in 1981 per capita income was approximately 1,990 US dollars.
'Was in the area of becomes 'approximately'.
Point 6
Gross national savings equal 25% of the Gross National Product 'are' and 'to' are dropped.
Point 7
Brazil covers a territorial area of 8/2 million square kilometres and has a population of 120 million half
of whom are under 20 years old.
'Under the age of 20 years becomes '20 years old'.
Point 8
Foreign investment doubled in the past decade with overseas investors recognizing. Brazil's financial
potential
A condensation of the last paragraph of the passage.

With these main points extracted and condensed, we can now assemble a rough draft from them. We
will see that, for a more logical and cohesive sequence, the points have to be rear-ranged. So now is
the time to go through the points making a note of where and how we think they ought to he
rearranged or one or two points combined.
We have to make sure that we are satisfied with our draft, bearing in mind (he following questions: -
1. Is it as clear and concise as we can make it ?
2. Is the length approximately what we have been aiming at ?
3. I lave we managed to retain the essential meaning and intention of the original without adding ideas
of our own ?
If we can answer 'yes' to all these questions, then we can produce our Final clear copy This should
always carry a title even if the original material does not have one. The title of the original text may
not be appropriate or reflect accurately the contents of our summary. So we have to make a tide
ourselves, keeping in mind that it reflects the contents.
BRAZIL'S FLOURISHING ECONOMY
Brazil covers a territorial area of 8½ million square kilometres and have a population of 120 million,
half of whom are under 20 years old. Though the world's largest coffee exporter, more than half of (he
exports of 1981 consisted of the ten most heavily industrialised western nations. In a decade its exports
have risen from 2.75 billion U.S. dollars to 23 billion. In the same decade agricultural production
increased 66.7% and Brazil is last becoming the world's second largest food exporter. In recent years
(he average annual increase in Gross National Product has been one of the world's highest and in 1981
per capita income was approximately 1990 U.S. dollars, wi(h gross national savings equal (o 25% of GNR
Foreign investment doubled in the past decade with overseas investors recognising Brazil's financial
potential.
Exercises
Make a precis/summary of each of the following passages : -
(a) For the first time all kinds of information - numbers, text. sound, video - put into a digital form
that any computer can store. process, and forward. For the first time, standard hardware combined
with a standard software plat-form has created economies of scale that make powerful, computing
solutions available inexpensively to companies of all sites. And the "personal" in personal computer
means (hat individual know ledge workers have a powerful tool for analysing and using the information
delivered by these solutions. The microprocessor revolution not only is giving PCs an exponential rise in
power, but is on the verge of creating a whole new generation of personal digital companions - hand
helds, Auto PCs. smart cards, and others on the way - that will make (he use of digital information -
pervasive. A key to this pervasiveness is the improvement in Internet technologies that are giving us
worldwide connectivity.
In the digital age, "connectivity" takes on a broader meaning than simply putting two or more people in
touch. The Internet creates a new universal space for information sharing, col-laboration, and
commerce. It provides a new medium that takes the immediacy and spontaneity of technologies such
as the TV and the phone and combines them with the depth and breadth of internet in paper
communications. In addition, the ability to find information and match people with common interests
is completely new.
(b) The January 26 earthquake in Kutch region of Gujarat once again brought into focus earthquake
science and our preparedness for such natural disasters. India has had three major quakes during the
past decade. This time the situation is particularly grim because of the huge loss of life and widespread
destruction in a relatively prosperous region of the country. Not only have urban and rural buildings
been razed to the ground the quake has caused great local and national financial loss.
As is said often - quakes don't kill people, it is the unsafe buildings which do. The Bhuj quake's
aftermath is a living example of this. Earthquakes of much greater intensity have been experienced
elsewhere in the world, but the death tolls have been much tower than in Bhuj. Buildings can be made
quake-resistant, if not quake-proof by following building codes defined by the seismic history of a
particular region. The Bureau of Indian standards (BIS) has evolved a seismic hazard map of the
country, and set building codes for each of the five regions for both engineered and non-engineered
structures. But unfortunately, these codes arc not mandate: - } and hence not adhered to. As a result,
even engineered structures in urban areas like Ahmedabad crashed literally like a pack of cards.
On the other hand, consider the case of California which falls in a highly Seismic region on the west
coast of the U.S. In October 1989, a high magnitude quake rocked the Santa Cruz Mountains in central
California. The impact was felt in downtown San Francisco-100 kilometres away-where occupants of
the Transamerica Pyramid were unnerved. The 49 story office build-ing shook for more than a minute.
The U.S. Geological survey (USGS) instruments, installed years earlier showed that the top floor swayed
more than one foot from side to side! However, no one was seriously injured, and the Transamerica
Pyramid was not damaged. This famous San Francisco landmark had been designed to withstand even
greater earthquake stresses, and that design worked as planned during the quake.
(c) Few things in marketing are harder to define than the personality of a brand, and seldom is this
task more complex than when the brand is sold in many different markets. What is it exactly, about
the coke brand that makes consumers around the world prefer to be associ-ated with it than with a
dozen nearly identical products in different cans ?
A brand is a complex mixture of attributes. Its visible face is its packaging and visual identity, its voice
is its advertising. But its actual personality is something that really exists only in the mind of the
consumer.
One attribute particularly important to international brands is the influence that the brand'; country of
origin - or the country that people believe it comes from- has on the consumer's perception of the
brand. The fact that Coke and Hevi's and Nike and Pepsi are known to come from America is a
fundamental part of their success, and the reason why their advertising messages have always stressed
their sheer Americanness.
In a similar way, car brands are often strongly linked in the consumer's mind to their country of origin-
it's hard to think of BMW or Mercedes except in the context of their being German; a Rover or a Jaguar
is linked with Britishness (despite the fact that both brands are now under overseas ownership); and
Ferrari is a brand that is Italian before it's anything else at all. Provenance is such a powerful element
of a brand's equity that it's common for a company to imply a false provenance if it creates better,
more natural associations than the true country of origin. For example, Brooklyn, Italys' leading brand
of chewing gum, is manufactured hear Milan by a company called Perfetti and in its long history, has
never been anywhere near the United States.
Activity : -
Make a precis of any AGB speech of the Chairman of a Company. This may be difficult, but you must try
so that you get the confidence to tackle a real-life situation. The speeches are published in the dailies.
Report Writing
Objectives : -
- how to collect material for a report ?
- how to plan the report ?
- how to draft the reports ?
- how to edit the report ?
- the style of report
A report is a statement describing what has happened or describing a state of affairs. It is supposed to
be a detailed examination of a situation or a problem, action taken or of the finding of an
investigation. It is supposed to be written in a clear, informative way, often drawings conclusions and
giving suggestions for course of action. A report can also be a requisition for action, making suggestions
for initiating act ion.
The Annual Report prepared by a company secretary for presentation at the Annual General Meeting is
a routine report. Here we are concerned with two other kinds of reports which are likely to be written
and read by many executives. The}' are: -
1. A letter style report : - Covering mainly one topic, which is often unsolicited and which is used to
make requests, pass necessary information, suggest actions or bring some matter to the attention of
the authorities.
2. A schematic report: - Which deals with a number of related topics, is requested by a senior
management executive and is presented in a particular format under specific headings.
Regarding the technique of writing a report experts in the field have given the following guidelines : -
A. Assemble the material
1. Collect all relevant material, notes, documents etc.
B. Plan the report
2. Consider the purpose of your report : - Who is it meant for, how will he or she use it ?
3. State the aim and emphasis of the report briefly.
4. Decide what information is important and what is irrelevant.
5. Arrange the points of the information in a logical sequence. Make rough notes.
6. Draft a working plan on a sheet of paper
7. Decide where you might need illustrations or diagrams.
C. Draft the report
8. Write the introduction : - Stale the subject, the purpose and summarise your findings.
9. Write the body of the report.
10. Write the conclusion and recommendations
11. Summarise the report
D. Edit the report
12. Examine the Draft: - Does it serve the purpose of the report.
13. Check your grammar, spelling, punctuation and style
14. Read the text aloud to yourself.
15. Check your illustrations
16. Finally, if possible, let someone qualified enough have a look at your draft.
The Letter Style Report

The letter style report is generally written on the company letter headed paper. Though written in
paragraphs like an ordinary letter, it carries no salutation and only a signature without any
subscription. This style of report is used for more lengthy and detailed communication than a
memorandum would cover, but it is headed like a memorandum.
Let us have a look at a sample letter style report. The Personnel Manager of New India Machine Tools
Ltd. - a large manufacturing organisation with a factory, repair workshop and offices - wishes to bring
to the notice of departmental and Section Heads the fact that employees in the factory, workshops and
office have been coming late in the mornings, leaving early in the evenings and taking longer than one-
hour break at mid-day. He stresses that this is a most unsatisfactory state of affairs for the company
and that urgent action needs to be taken to ensure that staff come and leave their places of work at
proper times. As the Personnel Manager of the company lie is responsible to the Managing Director for
all matters relating to employee relations. He will need to remind Heads of Departments of their
responsibility to watch staff punctuality and attendance records. He requests them to take immediate
action to bring these matters to the attention of all staff. The report will look somewhat like this : -
NEW INDIA MACHINE TOOLS LTD.,

18, Industrial Estate.
Okhla, New Delhi.
To : - All Heads of Sections and Departments Date: - 10th July, 2000

From : - S. R. Vij, Personnel Manager
Staff Punctuality and Attendance
If has been observed that staff of both the factory and repair workshops, as well as the officers, are
arriving late in the mornings, leaving before in time at the end of the day and arriving back late from
their mid-day break. This is a state of affairs, which all Heads should do their utmost to rectify
immediately.
A detailed check made last week revealed that almost a third of the factory workers, according to the
clocking in machine, arrived after 8 a.m. and in the repair workshops twenty five out of a labour force
of fifty two were late arrivals on at least four out of six mornings. One third of the factory and
workshop labour force left, on at least four evenings out of five, before 6 p.m. This state of affairs
cannot be permitted to continue as it is greatly jeopardising the efficiency and productivity of the
company. Also too many workers are returning late from mid-day break which 1 would remind all Heads
should be of one hour's duration only.
Office staff should be at their desks by 8.30 a.m. and it has been noted that several of them are not.
Again, there is too much late returning at mid-day.
I would like all 1 leads to take a very strong line of action in this matter and bring it to the attention of
all shop stewards and employees as one of urgency which is being taken very seriously by the
Management. 1 would remind Heads of their responsibility for enforcing punctuality and for watching
attendance records. For the next month very careful checks should be made of the times at which staff
arrive and leave their places of work. Reasons for absence should be closely examined and staff should
be reminded that a consistently bad record of punctuality and attendance constitutes a legitimate
reason for dismissal.
The company's two-days absence rule should also be strictly followed. An employee may be absent for
two days, but for any further days he or she is required to produce a medical certificate, unless special
permission has been given before hand for the absence. The medical certificate should be seen by the
head of section or department and then passed on to Mr. George in the Personnel Office. If no
certificate is forthcoming, salary will be deducted pro rata.
Often there are other persons who need to be kept informed of the information sent out or of the
suggestions for action to be taken, and these names appear in the bottom left hand corner after the
abbreviation 'c.c.' (meaning 'circulate copies').
The Schematic Report
The schematic report is written according to a specific scheme, under headings as given below: -
1. Terms of Reference
Under this heading is written a clear statement of the purpose of the report, who requested it and the
scope of enquiry or the activity it covers.
2. Action Taken
This should give details of the actions the writer took in preparation for the activity or the task he is
reporting on: - or he has gone about gathering the material and data for his investigations.
3. Findings
This section comprises the details of what was done, observed or discovered and what information was
gathered. All data relevant to the action or enquiry should be included.
4. Conclusions
Under this heading are written the conclusions gathered from the evidence or observation. They will
include the writer's opinion and assessment of the situation he has been covering.
5. Recommendations
In the light of the facts he has presented in the report and the conclusions he draws there from the
writer may make recommendations or suggest a course of action.
It is always advisable to prepare a rough draft of the report before presenting it, in order to ensure
that it is completely clear and logical.
Now, let us have a look at a sample schematic report.
A garments manufacturer and supplier, Bright Apparel, exhibits its products every year at an
international garments fair held in Moscow. It usually sends two members of it sales staff to set up a
display stand and act as sales representatives at the fair. The senior member of this learns is the
Russian and CIS countries Marketing Manager Mr. R.P. Kulshreshta who speaks. Russian and French and
his assistant is P.K. Verma who also speaks Russian. They have to take all the necessary action to
prepare for the Fair well in advance. They have to make travel arrangements, select the goods to be
displayed, find out where their stand is at the exhibition hall and design its layout. They will have to
make sure that they take with them brochures and catalogues illustrating the company's products as
well as plenty of information concerning the company's delivery dates and prices. They will also have
to discuss with the Financial Director how much money they will be allocated for their expenses. They
will then attend the fair and endeavour to promote sales as vigorously as possible while keeping a strict
record of all their activities, sales, contacts made and expenses incurred.
On their return Kulshreshta will have to produce the report for the Managing Director which will also he
seen by members of the Board of Directors and will form the basis of discussion by them of a future
Board Meeting. The report will look like the one that is given below : -
BRIGHT APPAREL
Hauz Khas, New Delhi
Report on Moscow Garments Fair September, 2000
To : - Mr. R. K. Singh, Managing Director
From : - R. P. Kulshresilta, Russian and CIS countries Marketing Manager
Terms of Reference
To set up stand at the Moscow Garments Fair and to establish contacts and promote sales.
Action Taken
1. Ascertained that our usual stand and position were reserved.
2. Selected garments for display with Export Manager and arranged shipment with Export Department.
3. Discussed preparation of sales brochures in Russian with Advertising and Promotions Department.
4. Discussed budget for entertainment and expenses with Financial Director.
5. Confirmed air and hotel reservations for P.K. Verma and my self.
6. Arranged with Trans Asian carriers for the collection and return transportation of display goods.
7. Verma arrived in Moscow on 7th September, 2000 and checked into Hotel Russia.
8. Arrived in Moscow myself on 12th September, 2000
Findings
1. On arrival at the exhibition hall on the morning of 8th September, Verma discovered that through
some misunderstanding we had not been allocated our usual advantageous position. After discussions
with Vladimir Nabayeu, The Fair Organiser we were given our usual stand.
2. Verma arranged a local contractor to set up our stand. We cleared the display goods from customs
and had them delivered to the exhibition hall. Photographs of the stand are in envelope.
3. Verma and I attended the Uzbeki Consulates pre-opening cocktail party for Uzbek exhibitors on the
14th.
4. The opening ceremony was performed by the Russian Trade Minister on the 15th. The number of
exhibitors had increased-The exhibition hall had been enlarged since the previous year - to include
several of the East European and Asian countries who were exhibiting for the first time in Moscow, but
though their craftsmanship was good, their designs were not very appealing. The brochures arc in
envelope 2.
5. The Pakistanis, Bangladeshis and Sri Lankans were quite prominent as usual, but the general feeling
seemed to be that their designs this year were rather hackneyed. The brochures arc in envelope 3.
6. The Russians maintained their standard, especially in w inter wear, for the domestic market with
some very good designs and new textiles. Their prices were very competitive. The brochures are in
envelope 4.
7. The British had some brilliant stands. Parkland's was perhaps one of the most colourful at the
exhibition and aroused great interest among American and British buyers. The new British hand -
blocked fabrics featured some striking and unusual colour combinations, obviously aimed at capturing
the young clientele. The brochures and samples are in envelope 5.
8. The brochures and literature of the other Indian exhibitors are in envelope 6. The competition this
year was considerable. I here were some excellent designs in the higher price ranges in unusual colour
combinations, mainly for the commercial market by Jaypcc Fabrico. Colour Plus had some spectacular
oriental inspired designs which attracted a ureat deal of attention from European and American buyers.
The Chinese influence \\as very much in evidence this year in the fabric designs and colours. Prices
were surprisingly high, even with the Hong Kong manufacturers, who normally manage to maintain a
very competitive price level at the lower end at the market.
9. You will note from the details of sales enquiries (on the attached sales sheets) and contacts to be
followed up, that these were up by 25% on last year and many of them are from marketing areas in
which we have had not much success in the past. The large order from Van der Holt of Beilin who had
not bought from us before, is particularly encouraging. Mr. Van der Holt, who is the owner of twenty
eight retail outlets in Belgium and Holland, had long discussions with us. I have invited him and his
Chief Buyer, Mr. Spitzbardt to visit our factory on a trip to Delhi that they intend making in December,
with the hope of developing this connection more deeply. There is a great potential market here and
they both seem keen on Indian style, design and workmanship.
10. Expenditure for the period is detailed (see attached financial break-down). Although the allocation
was adequate, in view of the amounts being very lavishly spent on entertainment by other exhibitors
we shall have to consider an increase for next year. I would particularly draw your attention to the
increase for labour and materials for the setting up of the stand, in comparison with last year.
11. We dismantled the stand on the 28th and handed everything over to Trans Asian carriers.
12. Verma and I attended the closing party given by the Russian Trade Commissioner for all exhibitors
on the 27th.
13. We both returned to Delhi on the 29th.
Conclusion
This was a most encouraging fair, especially considering the Russian financial position at present and
the world wide economic recession. It justified our continued presence and re-inforced our high
reputation in the Russian and East European market. It also brought us new contacts in the CIS
countries, which could be most rewarding.
Recommendations
1 In my opinion, attendance at such Fairs as this one is a real boost to sales; but we shall have to
increase our attending staff. With the continued presence at exhibitions and buyers from the CIS
countries we need salesmen able to converse in Russian, Uzbek, Tajik! and Slavonic languages. We
should also consider having translations into one of these languages in our brochures and sales
literature.
2. A substantial increase in financial allocation will have to be considered.
3. The connection with Vander Holt must be vigorously followed up: - also the enquiries from the three
South American buyers from whom we have firm orders as well as all the other first time inquirers.
They should first receive personal visits from our overseas sales staff, and then invitations to our
factory if considered expedient.
4. We shall have to consider engaging a full-time sales representative with knowledge of the Russian
market and the ability to speak the appropriate language/s. Alternatively we could investigate the
possibility of engaging a local agent in Russia, perhaps in Moscow or St. Petersburg.
R. P. Kulshreshta
30, September, 2000
In a schematic report the date comes at the end. It is to because a long report may take several days
to complete. Hence it is the completion date that appears under the signature of the writer.
In the report there is reference to other information and some relevant material. This is either
attached to the report or put in separate numbered envelopes and marked 'FOR THE ATTENTION OF..."
When the report is particularly long a summary of it may be given as shown below : -
BRIGHT APPAREL
To : - Mr. R. K. Singh, Managing Director
From : - R. P. Kulshreshta, Russian and CIS Countries Marketing Manager
Summary of Report on Moscow Garments Fair September 2000
The fair was very encouraging. The quality and prices of our designs and fabrics were fully competitive
with those of other exhibitors and attracted a great deal of interest. We had considerable success with
new clients and contacts in Russia, Uzbekistan, British and Eastern European markets. The contact with
Van der Holt is especially promising. Van der Flolt is himself to visit in December. In future we should
put in more effort into communicating with CIS countries and East European buyers and manufacturers
who exhibited this year for the first time. We shall also need to increase expenditure and the number
of attending staff.
R. P. Kulshreshta 30, September, 2000

1. Yon are the administrative Officer of your organisation and your employer is considering purchasing
some new items of office equipment. Write a report recommending the equipment that you think will
be suitable.
2. Write a letter-style report for submission to the Board of Directors regarding the market potential of
a new brand of electronic equipment.
Activity : -
Your father has decided to buy a two wheeler for you. He has one already. He wants you to find out
from the market the brands available, the price, merits, etc., and prepare a proposal with a
recommendation for the brand you would like. Prepare a report.
Proposal Writing
Objectives : -
At the end of the Chapter, you will know : -
- to prepare a proposal
- to write a prefatory note.
A significant exercise in business communication is proposal writing. A proposal is a persuasive offer to
complete a task, submitted either voluntarily or in response to a requestor in answer to an
advertisement. Basically it is like a report. And like a report if may be long (sometimes running into
several volumes) or short, running into just a few pages. It all depends upon the kind of the proposal
and the amount of money involved. Unlike a report, a proposal may be sent to an expert or a review
committee for evaluation and recommendation concerning the benefits of the proposed services,
products, etc.
There are two kinds of proposals - research proposals and business proposals. Here we are concerned
with business proposals. While writing a business proposal we must be thoroughly familiar with the
requirements of the solicitor regarding the problem, needed solution, specific work to be done or
equipment to be installed, number of copies required, deadlines and so forth. When we write an
unsolicited proposal we have to convince the reader or review committee that we fully understand the
organisation's problem and that we are qualified to solve it successfully.
A typical short business proposal has the following sections : -
(a) Letter of transmittal or prefatory note.
(b) Body of proposal with information on project team (if necessary), scope of services, cost of
equipment etc.
The transmittal letter given below follows the AIDA (ATTENTION, INTEREST, DESIRE, ACTION) formula
of an effective sales communication. The first paragraph of the letter catches the reader's attention.
The second and third paragraphs create desire by referring to the present system and benefits of
storewell filing system. The last paragraph asks for action.
Example 1: - A sample transmittal letter or prefatory note.

STOREWELL PRODUCTS LTD.
90, Asaf Ali Road, Delhi - 110006
Mr. R. D. Kapoor. General Manager, A A RVEE Consultants, Vijay Towers. New Delhi.
Dear Mr Kapoor.
This is with reference to our recent meeting regarding improvement in your filing system. We arc
convinced that the ultimate answer to your problems lies in the conversion by your firm from drawer
files to Store-well Filing System. Experience shows that the storewell filing system increases filing
efficiency upto at least 40%.
I carefully observed the vault on the fourth floor of your office and found that a lot of office space was
wasted on account of racks of drawer files. The store-well filing system will not only save space but
also increase efficiency in locating records and putting them back in place. 'I he space saved can, of
course, be used in future to expand storage in the same area.
The enclosed pages explain the storewell filing system and show clearly the advantages in floor space
savings and efficiency in the working of your office. You may satisfy yourself by looking into the studies
made by other firms that achieved 40% to 50% increased efficiency.
You may kindly call upon me for assistance and further information on telephone No 3316501. I shall be
glad to be of any service to you in this regard.
Warm regards,
Yours sincerely,
Example 2: - A sample short proposal

PROPOSAL
To
Mr. R. D. Kapoor,
General Manager,
AAKVEE CONSULTANTS.
For conversion to the store-well filing system.
Efficiency Factors of Storewell Filing System

The Storewell filing System differs from shelf and drawer filing in many respects. Given below arc the
efficiency factors of storewell filing system: -
1. Files are put in a container, not a drawer, or on a shelf, or in a cabinet. The unit Box is 5" wide. The
documents thus have support every 5". This is the most important need of lateral filing.
2. The unique 'Stair-step' effect caused by the angle in which unit boxes are hung provides accessibility
never before available. This accessibility is an exclusive feature of the Storewell system. Every
file/folder is easy to locate.
3. Flexibility is another great advantage of this system one can rearrange and expand without a lot of
time-consuming exercise. There is no need to transfer records handful by handful.
Advantage of Storewell Filing System
1. The stair-step effect allows folders/files to be readily identified, removed and replaced with the
least effort.
2. The unit boxes can be removed from the racks, a facility that allows.
(a) work with the records at a desk for checking etc.,
(b) fast fleeting of records by rearrangement of the unit boxes.
3. Visibility is another advantage of this system. All folders are exposed to the tile clerks and can be
located at least 50% faster than when folders are used in drawer files.
4. Efficiency in handling means saved man-hours, which in turn means saved money.
5. Flexibility of the unit enables us to ensure that we tailor the Storewell Filing framework to suit our
needs. It is freestanding and does not have to be anchored to the walls or floor. If we need a different
configuration to fit a particular location, we can easily meet our desire.
6. We get more filing space in less than half the floor space.
Unprecedented Economy
The Storewell Filing System is much less expensive than the existing filing systems. Each unit costs
Rs...., inclusive of all expenses. The money thus saved can be profitably used to provide other facilities
for the office. The Storewell Product Ltd. has a whole range of such facilities to offer.

1. What is a proposal ? Mow is it different from a report ?
2. What is a letter of transmittal ? How is it similar to a sales letter ?
3. Write a proposal in response to following advertisement.
TIMES INTERNET LTD.,

Udyog Vihar, Gurgaon
Agencies with effective systems and trained man power required to meet the security needs of the
establishment working round the clock may send detailed proposals.
Activity : -
Choose from any English Daily an advertisement asking for franchisees and prepare a proposal in
response to it.
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Thursday, October 21, 2010

Top 10 reasons why employees hate their boss.

Posted by Scholar Times at 10:01 PM 0 comments Links to this post

How to be Fluent in Business English

Tips for Clear Writing

Tips regarding choice of words

TIPS FOR SENTENCE CONSTRUCTION

Characteristics of Effective Correspondence

"Subsequent to your perusal "After you have examined

The Layout of a Business Letter

Company letter head

Body of the letter

Company letter head

Body of the letter

Parts of a business letter

Letters of Enquiry/Requests for Quotations and Replies

Example I: - Ask a sports goods supplied to send their price list.

Example 2: - Reply to the above enquiry

Example 4: - Reply to the above

20th January 2000

Example 6: - Reply to the above

MODERN BRASS FITTINGS

Invitation to Tender and Bid

Example 2: - A tender notice for doing engineering job : -

Example 3: - A notice for empaneiment of agencies

Example 4: - A tender notice for supply of specified items.

Example 5 : - Another tender notice for supply of specified items : -

Placing and Fulfilling Orders

Example 2: - Reply to the above

GUPTA AGENCIES LTD.,

Questions for discussion and writing

Complaints and Replies to Complaints

(i) Letters that grant Adjustments : -

(iii) Letter that refuse Adjustment : -

Sirs, Date: - _______________

Example 2: - Reply to the above complaint

Sirs, Date: - _______________

Example 3: - A letter of complaint about delay in fulfilling an order.

Dear Sir Date

Example 4: - Reply to the above complaint.

Your order PR 231

Example 5: - Complaint regarding careless fulfillment of an order.

Example 6: - Reply to the above complaint

Questions for discussion and writing

Example 2: - An offer of exciting breakthrough in eye - care.

Questions for discussion and writing

Example 1: - A circular informing increase in prices : -

Example 2: - A circular informing special concession : -

Example 3: - A circular informing change of address.

Example 4 : - A circular letter announcing opening of a branch.

Dear Mr /Ms Date………

Example 5: - A circular informing appointment of a sole selling agent.

Questions for discussion and writing

Corresponding with Customers for Payment

Example 3: - Another persuasive collection letter.

Example 4 : - A last resort letter

Questions for discussion and writing

Import - Export Correspondence

Example 1: - A letter of enquiry sent to a manufacturer.

Example 2: - Reply to the above