Any communication that is attempted to create

and maintain the relationship between a

producer and a customer, is known as
business communication.
 To Inform [Sales letter; Annual Performance Report]
 To Enquire [Letter of enquiry]
 To Order [Order letter]
 To make request for Credit [Credit letter]
 To complain [Claim letter]
 To adjust the issue of complaint [Adjustment l.]
 To apply for a job [Cover letter]
 To congratulate [colleague or subordinate]
 Correct— there should be no errors in
grammar, word-meaning, or data.
 Complete— the information should contain
both pros and cons about a
product/service. That increases
credibility.
 Concise—Should be short. Should come to the
point straight, and the idea should be
bulleted/numbered.
By correctness we mean there should be no
errors in grammar, word-meaning, or data. It
is expected that the information should be
Complete. i.e., the information should contain
both
pros and cons about a product/service. That
increases believability. Concise means short—
one
should come to the point straight, and the idea
should be bulleted or numbered.
 Related to presentation.
•Clear means there should be no
 Clear double-meaning of words. Graphs,
 Concrete charts and illustrations should be
given
•Concrete means the concepts
should be related to concrete
examples from real-life situations.
 Candid
 Courteous Related to attitude.
•Candid means there should be an
attitude of open-mindedness, of
accepting other’s viewpoints.
•Courteous means adopting the
‘You’ attitude to your audience.
There are 4 formats of writing letters:
 Block Layout
 Modified Block Layout
 Semi-Block Layout
 Simplified Layout

We generally use Block format to write

Business letters, unless mentioned otherwise
by our company.
 In Block layout, every element of the letter is
left-aligned.

 Simplified layout is just Block Format that

does not have salutation and complimentary
close. Used for speedy communication inside
an office.
Sender’s Address

Date

Receiver’s
Address

Subject

Dear Sir/Madam:

Body of the letter: three paragraphs

Closing
 Company’s
Letterhead + LOGO

Date

Receiver’s
Address

Subject

Body of the letter: three paragraphs

NAME IN CAPS
 In Modified Block Format, everything is same
as Block Format, except the sender’s address
and Signature block—it is at the right.

 Semi-block layout is Modified Block layout

which has a paragraph spacing in front of
each first line.
 Sender’s Address
Date:
Receiver’s Address
Subject:
Dear M:

Sincerely,

Block letter name

 Sender’s Address:
Date:
Receiver’s Address
Sub:
Dear M. :

Sincerely,
NAME
 Heading Every element is separated
 Date by
 Inside Address ONE LINE
Space
 Salutation
 Message
 Complimentary Close

FOUR LINE space gap

 Signature Block
 Company Letterhead / Sender’s address
 Heading
 Date
 Inside Address
 Salutation
 Message
 Complimentary Close
 Signature Block
 Heading
 Date March 19, 2018

 Inside Address
 Salutation
 Message
 Complimentary Close
 Signature Block
 Heading
 Date
Receiver’s name
 Inside Address Designation
Complete Address
 Salutation
 Message
 Complimentary Close
 Signature Block
 Heading
 Date
 Inside Address
 Salutation •Dear Mr./Ms/ Professor/Dr.
•BE Very sure about the spelling of the
 Message recipient’s name

 Complimentary Close
 Signature Block
 Heading
 Date
 Inside Address Para 1: Directly mention the
details that made you write this
 Salutation letter to this person
 Message Para 2: Give/Ask further details
specific to your need
 Complimentary Close Para 3: Close the letter urging for
 Signature Block a quick response.
 Heading
 Date
 Inside Address
 Salutation
 Message
 Complimentary Close Yours sincerely,
 Signature Block
 Heading
 Date
 Inside Address
 Salutation
 Message
 Complimentary Close
 Signature Block
Running Signature
Name in Block letters
 Addressee Notation
 Attention line
 Subject line
 Reference initials
 Enclosure notation
 Copy notation
 Addressee Notation Appears 2 lines above Inside Address.
Used in case of restricted readership.
 Attention line Words used are: “ Classified”;
“Through proper channel.
 Subject line
 Reference initials
 Enclosure notation
 Copy notation
 Addressee Notation Comes Below Inside address
Used when a Boss writes to his group,
 Attention line and highlights specific members to do
 Subject line some work.

 Reference initials
 Enclosure notation
 Copy notation
 Addressee Notation
 Attention line
Comes above Date line
 Subject line Used when there is a chain of letters,
 Reference No. and you need to mention the number
of the previous letter.
 Enclosure notation
 Copy notation
 Addressee Notation
 Attention line
 Subject line
Comes below Closing Signature.
 Reference initials Used when you attach documents,
 Enclosure notation like Resume with Cover Letter

 Copy notation
 Addressee Notation
 Attention line
 Subject line
 Reference initials
 Enclosure notation
Comes below Enclosure
 Copy notation CC: All the members to whom a copy is
sent
1. Sales Letter
2. Credit Letter
3. Claim Letter
4. Adjustment letter
5. Job Application letter/ Cover letter
 Start with a catchy headline that relates to a
problem or necessity. Attention
 Use the first paragraph [50 -80 words] to
focus on the problem/necessity of the
customer. Intere
 Middle paragraph gives details how your
company would solve the problem. De
 Last paragraph would urge the customers to
act—through free information, discounts, etc.
1. State the problem, but temper your anger.
Use the word ‘disappointed’.

2. Point-wise, step-by-step, provide

information regarding important dates,
invoices, typical nature of the problem; help
received so far to troubleshoot them;
specific effect on your business/ everyday
life.
3. Mention your desired course of action.
1. Apologize on behalf of specific team or for
specific grievance. [opening paragraph]
2. State you have checked facts, and found what
went wrong.
3. Mention steps taken to solve the situation/ how
long would it take to solve.
4. Empathize with the customer.
5. Assure continued support. Don’t over-apologize.
6. Give alt. mob. no / email for further future
assistance.
Dear Mr. Joseph:

Are you having trouble getting your important

documents formatted correctly? If you are like
most business owners, you would be facing
trouble to produce presentable business
documents fast and economically. This is why we
are here to offer you a specialized, budget-
friendly service to take care of your needs of
quality in styling documents fast.
At Document Makers, we have the skills and
experience to come in and help you make the
best possible impression. Our team members
have the experience of working with
professionals from business schools,
academics and industry on various occasions.
We know that presentation matters, and it
needs specialized attention.
We offer you a catalogue of services to choose from. You could also
avail express delivery services, which is currently not provided by
any of our competitors in the locality at present. The first three
assignments would come with a 20 % discount. Please feel free to
call us in the number given below, anytime between 9 am till 9 pm,
Monday to Saturday.

Thanking you,

Yours sincerely

Deepak Sharma
Sales Executive
D K Document Makers
 Sub: Non-receipt of consignment, Order no.: Tooo8345
Dear Mr. Verma:
I am extremely disappointed with your logistics support. The
first consignment of the materials ordered was supposed to
have reached me by October 27, 2017, i.e., three days back.
But till to day it has not reached our facility.
We were supposed to start training in our new facility on
November 7, 2017, and we still don’t have the requisite
infrastructure. I have repeatedly highlighted upon the
urgency of our delivery requirements in each
correspondence I had with you. It seems to have been of no
avail, right now.
My repeated attempts to reach your helpdesk
personnel in this regard have failed—none
received the call, or gave me a call-back in
response to my repeated voice messages.
Under such circumstances, I do not see a
point in continuing the order. So I request you
to initiate the process of cancellation and
refund.
Regards,
Jai Mathur
Dear Mr. Mathur:

First of all let me apologize on behalf of our customer

services team and sincerely express regret for the
inconvenience caused to you.

The consignment was dispatched as per schedule as

promised to you. However, due to a road blockage on
NH 17, our trucks were stalled for more than 48 hours.
Currently, they are in transit. The customer services
team is tracking the delivery; I assure you that your
consignment will be delivered by the end of today.
We fully empathize with your situation and understand your
urgency. However, this issue was something beyond our
control. Also to keep you informed, the last part of the
consignment is also on transit, and you will receive them well
before time.
Let me reassure you on behalf of our customer care services
team that we always try and ensure on-time delivery for all our
orders. We will take special care for all your future deliveries
and ensure that you are happy with our products and services.
Please keep us posted in the delivery of your consignments,
and feel free to call on my mobile number for any further
assistance.
Sincerely,
Suhail Verma.
(mob.: 9807652341)
https://www.g-
w.com/pdf/sampchap/9781605254722_ch09.p
df
https://owl.english.purdue.edu/owl/resource/65
3/01/
https://www.thebalance.com/block-format-
cover-letter-example-2060125