BUSINESS
CORRESPONDENCE
Disusun oleh
RINA LESTARI
JAKARTA
KATA PENGANTAR
Jakarta
Penulis
DAFTAR ISI
Cover ...............................................................................................................................1
MEET 5 Complaint Letter & Adjustment Letter (Replying to A Complaint Letter) .....26
References .......................................................................................................................57
MEETING 1
BUSINESS LETTERS WRITING
A letter written through the writer’s own style of expression, not by his act of borrowing,
reflects the writer’s strength and confidence. A Letter also represents you when you cannot be
present there personally.
Letter-writing is an essential part of business, in spite of telephone telex and telephone
communication the writing of letters continues, in fact most telephoned and telegraphed
communication have to be confirmed in writing.
There are many reasons why we write in business, so it makes sense to identify and
prioritize these. The preoccupation with writing as a tool simply to record information tells us a
lot about the lack of awareness of how powerful writing English for business can be. Why are we
in business? Surely it is to make a livelihood by providing information or products or services to
people who want or need them.
In fact you will be writing letters which perform certain functions such as: to establish a
business relationship without personal contact, to create friendly relationship with another
organization, to achieve the specific purpose of your organization, to provide record for subsequent
reference, to create a good impression about the writer’s firm and also the of the writer himself.
Such letters are called business letters.
Business letters are usually typed on notepaper bearing a specially designed heading which
provides the reader of the letter with essential information about the organization sending it. Keep
in mind that an effective business letter always communicates with a person first and a business
second. If your letter is a first-time correspondence and you do not know, or are unsure of whom
to address, do your best to find out. Addressing your letter to a person improves the likelihood of
receiving a reply. It is perfectly acceptable to make a phone call asking for the name of a contact
person.
Once you have identified your reader and outlined the contents you intend to include, you
can begin drafting your letter. Here are some points to keep in mind. Your letter is about business
so keep your tone and style businesslike. Friendly, too, but businesslike. Consider how you would
talk if you were sitting across the conference table instead of writing a letter. Try to imitate, on
paper, the voice with which you normally talk. Be careful about your choice of personal pronouns
when you write a business letter. Your reader will interpret its point of view by the choices you
make. Since your words will be on paper the reader will see, rather than hear how you talk, so
check your sentence structure, grammar, spelling and punctuation.
Written words make an impression, just as spoken words do, so keep in mind this one
thing; on paper words create a record. Be mindful of what you say. Your letter, stored in
someone's file cabinet, can be referenced at any time. Your signature at the bottom of a letter
indicates that you accept responsibility for its contents.
In correspondence, we have 2 types :
1. British
2. American
Step 1
Be correct:
1. Know what your writing needs to achieve, alongside what your company needs to achieve.
2. Match reader and customer expectations.
3. Ensure that your writing is free of mistakes.
Your business communication will fail if you get your basics wrong.
Step 2
Be clear:
1. Use plain English and express facts as simply as possible.
2. Edit so that your main points are easily understood.
Confused messages undermine your objectives. They can lose you custom too.
Step 3
Make the right impact:
1. Use the right words and layout to get noticed for the right reasons.
2. Use the right style to present yourself and your company well.
3. Create opportunities.
The right impact differentiates you from competitors and helps bring about the replies you need.
Step 4
Focus on your customers:
1. Use words that focus on your readers and customers, and empathize with them.
2. Use positive, proactive words where possible.
3. Avoid words that put up barriers, and try to avoid jargon.
4. Use these words to satisfy and, if possible, delight your customers.
2.Modified block-style format. The difference between the modified block-style letter format
and the block-style format is the fact that the dateline and the complimentary closing are typed
slightly to the right of the page center. There are no indentations.
Modified block-style Letter
3. Semiblock-style format. In the semiblock-style or indented letter format, the paragraphs are
indented five spaces from the left of the margin. The dateline and the complimentary closing are
typed to the right of the page center. The blocked style suffers from the disadvantage that
placement of the date and reference data on the left hand side of the paper causes inconvenience
when particular letter are required from the files. Because of this, many businesses prefer to modify
the blocked style by placing date and reference data on the extreme right of the paper, thus making
particular letters more readily identifiable in the filling system.
Semi-block Letter
Small Test
A. Choose the best answer according to you
1.The first goal in writing a business letter is to get the recipient’s……
a. address b. attention
c. services d. trade
2.The conclusion or ending paragraph should bring the communication to polite and…..close
a. businesslike b. interminable
c. measureable d. subtle
3. Avoid…..down the beginning of the letter with abundant information of which the reader is
already aware, however:
a. gearing b. setting
c. weighing d. writing
4. Effective writing is…..reading that makes the recipient want to read further.
a. affected b. Effortless
c. effusive d. offensive
5. In writing commercial correspondence, it is important to employ a friendly yet efficient….
a. Feeling b. mood
c. tense d. tone
6. A good business letter is simple and straightforward without being simplistic or…
a. panoramic b. paternal
c. patriotic d. patronizing
B. Writing Test: Write one Business Letter with using one of the format of Business Letter.
MEETING 2
INTRODUCTION LETTER, LETTER OF INQUIRY and REPLY TO THE LETTER OF
INQUIRY
Laura Adams
Adam Mobiles Limited
I am taking this chance to introduce you the Adam mobiles Limited – the company with 5 years’
experience on Europe mobile phones market. We own 20 offices worldwide and 30 within
Europe.
Our company specializes in selling mobile phones as well as providing the repair service. There
is a professional team of engineers and Mobile Technology professionals working within our
company. During our existence in a market we didn’t receive any negative feedback from our
customers.
kindly ask you to arrange the personal meeting with you in order to further describe the service
of our company and the value you can get from our cooperation. Please, inform me whether it is
convenient for you if I visit you by the end of this week.
I will be looking forward to the meeting and hope for our future cooperation.
Sincerely,
Laura Adam
Here’s another example of a letter of introduction for you to use as inspiration as you craft your
own:
Hello Cecilia,
I hope the week has been good for you! I’m writing to introduce you to our new project manager,
Patricia Jefferson. Patricia comes to us with several years of project management experience,
specifically in managing large, long-term construction projects for multifamily residences. Her
background will be extremely helpful for our team as we launch our plans for next year.
While you will not be working with Patricia on a daily basis, she will be able to provide you with
regular timeline updates as you present our progress in the quarterly company meetings. You
can find her email at the top of this note, feel free to reach out directly as needed.
We’re excited about having Patricia on board, and I look forward to your new working
relationship. Please let me know if you need any additional information moving forward.
Gertrude Petty
Letter of Inquiry
A Letter of inquiry is usually written to ask for specific information or sales literature about
products and services, price lists, catalogs, terms of business, quotations, discount schedules,
dealer prices, the name of a dealer or local supplier, or free samples or materials. it is very
important because it is from prospective buyers and potential customers.
Letters of inquiry are also referred to as request letters. Most letters of inquiry are short. They can
be sent by mail, telex, fax or e-mail. If necessary, you can include information about what type of
company you are and how you heard about the company that you are writing to. Such letter should
be written in courteous language. Moreover, it should be concise, clear and complete.
Type of Inquiry Letter
There are two types of inquiry letters:
1.Solicited letter of Inquiry
Solicited letter of inquiry means an inquiry letter made in response to the advertisement of the
seller.
1. In the first paragraph, identify yourself and, if appropriate, your position, and your
institution or firm.
2. In the second paragraph, briefly explain why you are writing and how you will use the
requested information. Offer to keep the response confidential if such an offer seems
reasonable.
3. List the specific information you need. You can phrase your requests as questions or as a
list of specific items of information. In either case, make each item clear and discrete.
4. Conclude your letter by offering your reader some incentive for responding.
Dear Sir.
Please let us have the details of your product together with the sample, terms of payment and the
price list. If the quality is satisfactory and the terms are reasonable, we will place a large order
soon. Could you give us details of discount and the fastest delivery please.
Mark Swish
The following Here is another example of inquiry letter which is written by a computer
programmer requesting specific information about an upcoming release of a software product.
REPLY TO LETTER OF INQUIRY
If you really mean business, all serious letters of inquiry should be acknowledged. The reply should
be courteous and friendly, whether it grants the request or not. If information is withheld, the
reason should be given as tactfully as possible. A simple statement of company policy is often the
best way out. The refusal to give information or grant a request is always more gracious if another
more likely source is suggested.
The quotation in reply to an inquiry may be a simple one, giving the prices and other information
asked for. You will, however, take the opportunity to stimulate your correspondent’s interest in
your goods or services by including a sales message and the assurance that the customer will
receive personal attention.
Offer are also sent without a preceding inquiry when a supplier wants to draw the attention of
customers and new customers to a special product or range of goods
Some good phrases for use in Replies to Inquiries
•Thank you for your inquiry……
•Thank you for your interest in ………
•We are pleased to submit our lowest price……….
•We are pleased to enclose our latest brochure and price list…..
•We can make you a firm offer for……
•Please let us have your order as soon as possible, since stocks are limited.
•The goods you enquired about are out of stock, may we offer you substitute.
•We look forward to receiving a trial order from you.
•Prices are subject to change without notice.
•The amount of discount s vary according to the volume of the order.
•We have quoted special prices, and therefore the offer is not subject to the usual discounts.
Dear Sir,
Thank you for your inquiry letter of July 25, 2010 and interested in our advertisement.
As requested, we enclose herewith the latest illustrated catalogue together with price list and the
terms. Dispatch of product will be sent after we receive your order letter in two weeks and we
could give 4% cash discount in 30 days from invoice date.
Yours faithfully,
Rose Marker
A. Exercise of Intoduction Letter:
Make an introduction letter from PT. CITRA BUANA Furniture , Jl. Kramat Raya No. 18, Phone
5200062 , Central Jakarta to The Manager of Hotel Indonesia Indah , Jl. H. Sueb No. 25, East
Jakarta.
Subject line : Introduction of furniture product
The date is Maret 14, 2020
Use Semi-block Letter model
MEETING 3
SALES LETTER
A good sales letter is essentially like a successful advertisement, it catches the attention of
the reader, excites his interest and curiosity and induces him to buy the goods or service offered.
The purpose of every sales letter, as of every advertisement, is to convert the reader into a
customer.
A sales letter should, therefore, be constructed on the basis of the four-step formula:
•Catching the reader’s attention
•Arousing his desire to buy
•Convincing him that you product or service is the best in the market and that he needs it
immediately
•Motivating him to act quickly
A letter so written, will overcome the reader’s resistance and persuade him to buy what you are
selling
One sure test of the effectiveness of sales letter is whether it has been able to promote sales and
if so, to what extent. As one professional letter writer said “make your letter so convincing that
the prospective buyer would rather have the product you are selling than the money he must part
with to buy it”
Making special appeals to the pride of possession, vanity, etc. , for examples:
- We drafted this letter for young and smart ladies like you wish to preserve the freshness
and brightness of their delicate skin.
- Let Regal steel almirah adorn your home and become the talk of your neighbourhood.
Conclusions to be Avoided
Negative endings can cause irritation and hurt feelings of the prospective buyer and hence.
A few examples should be avoided in conclusion:
You will regret your decision if you do not order now
Why delay? Indecision can cause you a loss of $ 50
Do not miss this opportunity; it is unusual offer
We hope you believe us; why not act today and be proud owner of this new model?
Such opportunities do not come time and again. Act now or you will regret not having availed
yourself of this special offer.
Introduce the ideas in a way that compels the reader to take a positive action.
Introduce yourself and the product well.
Be clear in what you are offering.
Choose your words as per the targeted audience.
Always use a headline.
Make the first sentence of each paragraph count.
Use of font styles, font sizes, bullets, and numbering etc.
Use relevant statement showing the credibility of the product.
Suitable closing sentences.
Correct use of salutation.
Proper and complete details of the product and availability.
Always ask for attention, build interest, desire, and call of action.
Have a simple and convincing tone.
Avoid creating confusion and uncertainty.
Avoid being clever and funny.
Include your name, signature, and other contact details.
Do not use fancy words or slangs.
Always revise and edit the letter.
We have been thinking for years how to design furniture which enable you to eat your meals in a
relaxed manner, and now we have produced a dining table and a set of chairs to go with it that
make eating a pleasure.
With our Happy Home table and chairs in the house, it is a delight to feel hungry. The chairs will
receive you with arms and impart a feeling of comfort and the tables provide enough below
space for all members of your family. Their sleek look will fit in with the modern décor of your
house, and then you have a choice from seven sophisticated colours.
At present we offer sets to suit families of four, six, eight and twelve. Their detailed description
and coloured pictures are given in the enclosed folder.
Our showroom remains open from 10 a.m to 7 p.m on weekdays. You are most welcome to drop
in and personality select what you need, or if you choose to order by post, we shall send the set
of your choice by our truck. An order form and a post-free envelope are enclosed for your
convenience.
Yours Faithfully
N.L Singh
Manager
MEETING 4
LETTER OF PLACING ORDER and ACKNOWLEDGMENT ORDER
Otherwise known as an order letter, a letter of order is a document that confirms the
details of a purchase of goods or services from one party to another. It usually includes more
information about what you are ordering, like quantity, model number, or color, the payment
terms, and the matter in which the products are to be shipped. When the recipient receives this
letter, they will process the order and send the merchandise.
Letter of Placing Orders
Buying and selling by mail has long involved much more than just the big mail-order
houses. It includes mail sales through large department stores; national marketing of seasonal
and regional produce like fruit, game, syrup and candy; farmers’ orders for various supplies,
machinery and replacement parts; office equipment and supplies from manufacturers and
distributors; and even industrial tools and materials.
To overcome the disadvantage of buying without seeing, feeling and trying the product,
sellers by mail usually provide pictures and full information, and they offer guarantees and return
privileges and provide necessary installation, operation and service manuals.
Since sellers, by mail usually supply well-designed order blanks and addressed envelopes
with their catalogs, the only problems connected with writing an order appear when you do not
have the blanks and must write a letter.
But an order is probably the easiest kind of letter to write. The reader is in business to sell
goods, and if you clearly specify what you want and make satisfactory plans to pay for it, you’ll
get an answer. A poor order letter may, however, bring results different from what you really
want.
The basic requirements for an order letter, as you can see from almost any order blank, are five:
1.Make them orders, not just hints. The acceptance of a definite offer to sell or an offer to buy is
contractual. The usual beginning for an order is therefore “please send me…”
2.Describe the goods adequately. Although the catalog number alone usually identifies except
for color and size, give four or five clean-cut columns of information:
a. Quantity desired
b. Catalog item number, if any, and catalog page number
c. Name of product, and as many details as are appropriate, such as model, color, size, material,
grade or quality, pattern, finish, monogram initials.
d. Unit price
e. Total price for the designated quantity of the item (column of times d)
3. Write a separate, single-spaced paragraph for each item, with double spacing between
paragraphs.
4. Make clear how you expect to pay. If you have not established credit but want goods charged,
you should provide credit information with the order. If you want neither credit nor c.o.d
shipment (which costs you more), several methods of remitting are open to you: check, money
order, certified or cashier’s check, or bank draft. Regardless of how you remit, refer to the
remittance in the order and tell its form, amount and intended application.
5. Be sure the where of shipment is clear, especially for a shipment to an address different from
yours and also the when and how unless you want to leave them to the seller.
The following are some expressions that you may find useful in writing an order letter :
- Thank you for your letter of . . . . . . . . . . .., enclosing your current catalog and price list.
Enclosed is my order for.. . . . . . .
- As we agreed our terms of payment are . . . . . . . . . . . . . . . . . . .
- We expect delivery within . . . . . . . . . . . . . . . . . , . . . . . . . . . . .
- Please inform us at once if there are any problems with delivery.
- Please send us acknowledgment of our order.
- The goods should be packed individually in three crates and all numbered.
- I will be grateful if you will...............................
- I would appreciate having.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
- Please accept this order for immediate shipment to . . . . . . . . . .
We would like to purchase twenty two (22) individual stand mixers (Model #43423), all in the
color red. We would like you to charge this purchase to the preexisting account that we have
with you, business account #543234. We hope to receive this order no later than Friday,
November 11th, 2009. Attached to this letter please find our preferred shipping method and
receiving address.
Please confirm that you received this order by calling us at 232-231-4563 anytime during
business hours, Monday to Friday.
Acknowledgement of goods or order received should be promptly made. It is the first and foremost
responsibility of a good business organization. It helps in creating goodwill, confidence, cordiality
and abiding business relations. An Acknowledgement letter in response to an order for goods
should have conversational and personal touch and warmth. It should terminate with a sincere note
of thanks for providing you an opportunity to serve the customer
Hello Victor,
Thank you for your recent purchase from Furniture World. The team are currently working on
getting your item dispatched, and it should be with you within 5 working days.
Order Details
Delivery Address:
8561 Honey Pioneer Autoroute, Burnt House, Wisconsin, 53091-3064
Note: Because this is a large item you will need somebody to sign for the delivery upon arrival
and to grant the drivers access to the property in order to position it somewhere convenient.
If you should have any problems or queries about this order please contact customer support on
(534) 872-9133, or via email at support@furnitureworld.us
Furniture World
Exercise writing
Harriet Edwards
2. Please write one for An Order Letter and An Acknowledgement Order Letter
Requirements:
-Your letter should follow proper letter formatting requirements
-You should address your letter to a specific company and person.
MEETING 5
COMPLAINT LETTER and ADJUSTMENT LETTER (REPLYING TO A COMPLAINT
LETTER)
People generally writing complaint letters because they are angry and upset about poor
service or a defective product. However, the purpose of complaint letter should not be to vent
anger. Instead, the purpose of a complaint letter is to state exactly what the company can do to
address the situation.
The complaint letter needs to use a positive, respectful tone, include detail about the
problem, and state clearly but politely what compensation the writer expects.When you take the
emotion out of a complain letter and substitute a clear and rational request for a specific action,
you are more likely to see positive results.
A complaint letter requests some sort of compensation for defective or damaged
merchandise or for inadequate or delayed services. While many complaints can be made in person,
some circumstances require formal business letters. The complaint may be so complex that a phone
call cannot effectively resolve the problem; or the writer may prefer the permanence, formality,
and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain
your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an
adversary.
The key to receiving a positive response to a complaint letter is to state the problem
clearly and to specify reasonable compensation. You might not receive the exact compensation
you request but you will probably get at least a portion.
Four-paragraph structure for a complaint letter
•Paragraph 1 : Context for the complaint
State that you have a concern with the service or product and specify when and where you made
the purchase.
•Paragraph 2 : Details about the complaint
Use neutral language to describe the problem as precisely as possible.
•Paragraph 3 : Compensation expected
provide additional details, if necessary, and then state exactly what compensation you require.
•Paragraph 4 : Positive close
Provide contact information and close positively.
Dear Director:
I am writing you concerning the purchase and subsequent return of a Waveport 5000 I made on
10 August 1994 in the amount of $225.
On 10 August 1994, I purchased a Waveport 5000 from your company in the amount of $225.
This price included a two-day delivery and a 60-day money-back trial offer. The $225 was
immediately charged to my Ritz card. However, this product did not perform satisfactorily, and
on 15 August, I decided to return the Waveport 5000 to your company. When I spoke to one of
your company's representatives by phone, I was informed that the shipping and handling charges,
as well as the price of the Waveport 5000, would be credited to my account. I shipped the item
by UPX and was notified 19 August of its receipt. Today, October 7, I received a statement for
my Ritz card. But as of today, no credit has been applied to my account for either the Waveport
5000 or the shipping and handling charges.
If the Waveport 5000 was charged to my account immediately when I ordered it, I fail to
understand why the same promptness was not used in crediting my account immediately upon
receipt of the returned item. I rightfully deserve a refund to any and all finance charges that may
be applied during this time period.
Your company's quick-detection products have greatly helped me in the past, and I would like
nothing more than a quick solution for my problem so that I may be a customer of yours in the
future.
Sincerely,
John A. Somebody
Rhonda Harris
General Manager
Exercise writing
Please write one for Complaint Letter and Adjustment Letter
MEETING 6
APPOINTMENT LETTER and RESERVATION LETTER
APPOINTMENT LETTER
An appointment letter, or a response to one, may be the first thing that a prospective
client or customer sees from your company, and first impressions count. To make a favorable
impression, therefore, it’s important that a message be clear, accurate, and courteous. Since
appointment letters include details such as time, place, and date, they have to be precise too.
They also should be sent in time for the recipient to be able to respond and comply with the
suggested arrangements.
If you’re asking for an appointment, state why you want it; suggest a time, place, and date and
ask for confirmation. If you’re responding to a request, repeat the details, and if necessary,
suggest an alternative or politely say no.
Example of Appointment (request)
March 20, 2013
Dear Sir/Madam,
We are students at Lahore University of Management Sciences and with regards to our course of
“Non-profit Organization Management” we would like to do our project on the Monitoring and
Evaluation system of AHF.
The aim of our assignment is to get information about the any current or future program or
project of your organization and then design and propose a M&E framework for it.
For this purpose we would like to meet Dr. Ayesha, President AHF and discuss our project with
him. We shall be extremely grateful if we can get a meeting appointment with Dr. Ayesha. We
will be happy if he can give us the appointment on Thursday, 10th April, between 12-2 pm as it
will be feasible for us to manage time from our class schedule. If unfortunately, this time slot is
not available then please kindly inform us of any other options available, so that we can see if we
can manage.
We are very hopeful to get a positive response from your side soon. Thanking you in
anticipation.
Regards,
RESERVATION LETTER
A letter of making a reservation is a letter that is sent to reserve a place somewhere, such
as a conference, function, or activity. This letter will either be a reply to an invitation or a request
on its own. A reservation means booking of anything. A reservation letter is considered as a tool
about the agreement of something. After the last stage of negotiation, the reservation letter is
usually written. Once the parties have agreed, then only a reservation letter is written to seal the
agreement. It is a formal confirmation letter.
One must be courteous in writing this letter to show the accepted party a joyous vibe of
what is to come. The reservation letter is a formal and official agreement between the two parties.
It confirms and guarantees the spot you have in that firm, company, for a conference room, for a
function venue or even a restaurant.
Reservation Letter Writing Tips
A reservation letter must be written when all the deals are finalized and agreed upon.
To make the letter simpler to read it is advised to use bullet points.
The name of the addressee must be explicitly mentioned to avoid any ambiguity.
The reservation letter must be signed by all the parties involved in that agreement.
A handwritten letter is considered more favorable than printed one because it can be an
official one too.
All the details must be provided when this reservation letter is written for a hotel
booking.
There must not be any punctuation or grammatical error.
The letter must be provided with a contact number so that it can be easy for the addressee
to communicate with you for any details.
THE EXAMPLE OF RESERVATION LETTER
From,
XYZ,
Allen street-1123,
California, USA.
Date: 10/12/2014
To,
ABC,
EXCELLENT RESORT,
Hawaii, USA.
Dear ABC,
This letter is written after the conversation for the reservation of your EXCELLENT RESORT
for Holidays on 12/10/2014. We would like to confirm the reservation of your resort as per the
schedule mentioned above.
Please reserve the resort for that day and I have attached an advance payment receipt with the
letter. Moreover, the demands for food and other travel wishes have been attached too.
Please check all the arrangement and I hope that it is ready before the scheduled time. We are
sure that you will not let us down in front of our guest. Feel free to contact anytime.
Thanking you,
Yours sincerely,
XYZ
5555-44453-543
MEETING 7
REVIEW and SMALL QUIZ (Meeting 1-6)
MEETING 8
UTS (MIDDLE SEMESTER TEST)
MEETING 9
SOCIAL BUSINESS LETTER
Like public relation letters, Social business correspondence does not promote immediate
business. Yet an astute businessperson will recognize the writing of a letter of congratulations or
appreciations as a fertile chance to build goodwill. The occasions that call for social business
letters are many ; such letters may express congratulations, sympathy, or thanks, or many convey
an invitation or announcement.
Social business letters are often written on smaller stationery than letterhead. Some may
be handwritten or formally engraved, rather than typed. Moreover, as an additional personalized
touch, the salutation in a social business letter may be followed by a comma instead of a colon.
Because the language of a social business letter must strike a delicate balance between the
personal and professional, the friendly and formal, it is a good idea to refer to a current book of
etiquette for proper wording. Such a references work will serve as a reliable guide, especially when
composing formal invitations and letters of condolence.
Letters of Congratulations
A letter of congratulations builds goodwill by stroking the reader’s ego: everyone likes to have
accomplishments acknowledged. The occasions for congratulatory messages are numerous:
promotions; appointments; and elections; achievements, awards, and honors; marriages and
births; anniversaries and retirements.
Whether written to a close friend or a distant business associates, any letter of
congratulations must be sincere and enthusiastic. It may be short, but it should contain personal
remarks or references.
The letter should always address the recipient, the person who deserves this
congratulation, name of the person should be written on the letter. The tone of the letter should
be polite. As the congratulation letters could be both of official and personal nature.
A letter of congratulations should include three essential ingredients; it should:
1.Begin with the expression of congratulations;
2.Mention the reason for the congratulations with a personal or informal twist;
3.End with an expression of goodwill (such as praise or confidence- never say “good luck”
which implies chance rather than achievement)
Dear.................
Heartiest congratulations to you on your success. I am really happy that you are able to achieve
your targeted goal and have come out successful with flying colors.
You hard work has paid off and I must say I am so proud of you.
Letters of Sympathy
When an acquaintance experiences the death of a loved one, it is proper, although difficult, to
send a message of condolence. To avoid awkwardness, many people opt for commercially
printed sympathy cards, but a specially written note is more personal and genuine.
Message of condolence lets your reader know that you are aware of his persona grief and wish to
lend sympathy and support. The message, therefore, should be simple, honest, and direct, and it
should express sorrow with dignity and respect. (The expression “I am sorry” however, should
be avoided, for as a cliche it sounds flat and insincere)
Note : A letter of sympathy is also sent to someone who is ill or who has suffered an accident or
other misfortune
Dear ______,
I am sorry about the loss of your beloved ____________. We send our deepest condolences to
you and to your family. Please let us know if there’s something we can do to somehow lessen the
pain you feel in your hearts. We will always be there for you.
My love and sympathy to you and to your kids,
Dear_____________,
Our love thoughts and prayers are with you and your entire family. As always, we are blown
away by your amazing spirit and strength. It was a pleasure meeting your __________ last
month and look forward to seeing you all soon and creating new memories. My condolences.
Love,
Dear ______,
I’m sorry to hear about your loss. _____ was a very thoughtful and wonderful person. We will
never forget those trips we had with _____, and we will always miss _____. We love you. Our
deepest sympathies are with you. Please call us if you want someone to talk to during this tough
moment and we will be there for you.
May ____ rest in peace,
Dear_______________, My heart is breaking for you. Please know that we are here for you.
Whatever you need it will be done. I am bringing dinner over tomorrow night.
I love you
Letters of Appreciation
In business, as in life, it is important to say “thank you”. We have already seen that letters of
appreciation should be sent to new customers upon the opening of an account or the making of a
first purchase. But many other occasions call for a “thank you” as well; a note of appreciation
should always be sent after receiving : gifts, favors, courtesies, hospitality, and donations.here is
the example of Appreciation Letter
To,
Mr. /Ms. _______
New York
I would like to thank you for your outstanding contribution in the ______ project. You had been
an amazing team leader, who was diligent and hard working. Your co-workers have been
praising you for all the creative work. You truly were able to think out of the box.
Your dedication to work is resulting in an increased output for the company, which is increasing
the client base. We expect to grow in the future if you deliver the same quality of work.
We are quite aware of the fact that you will grow and succeed in our company and within a year,
we will be seeing you as a leader on major projects of the company.
Thanking you,
Mr. ________
Head of Sales Department
INVITATIONS
While such events as openings, previews and demonstrations may be advertised in newspapers or
on handbills, guests may be more carefully selected if invitations are sent by letter. Formal events,
such as a reception, open house or formal social gathering, require formal invitations. These
invitations can be engraved or they can be handwritten on note-size stationery. A general invitation
should be cordial and sincere; a formal invitation should be less personal , written in the third
person.
A formal invitation should, in addition, include an R.S.P.V. notation. This abbreviation stands
for réspondez s’il vous plait; it asks the reader to please respond, that is “please let us know if
you plan to attend”. After natively, the notation “Regrets Only” may be used, asking only those
who cannot attend to notify the host in advance.
Example of Invitation
Jaco Films, Inc.
9120 Avenue of the American, New York, New York 10036
January, 30, 2014
Dear
In a few weeks, JACO will proudly release its new feature length film. The Purchase, starring
Amanda Theriot in her first appearance in seventeen years.
A special preview showing of The Purchase, for friends of Ms. Theriot and JACO Films, will be
held on January 19, at 8.PM, at the Regent Theatre on Broadway and 52nd Street.
You are cordially invited to attend this preview. Admission will be by ticket only, which you will
find enclosed. Following the ffilm, refreshments will be served.
Sincerely yours,
Georgia Stringfellow
Assistant to the Producer
Announcements
Announcements may rightly be considered closer to public relations than social business letters.
They may take the form of news releases, advertisements, or promotional letters. But formal
announcements resemble invitations in both tone and format.
Example of Announcements
Ex.1 Formal Announcement
Dr. Richard Levine
Announces the opening of his office
For the practice of pediatric medicine
1420 North Grand Street
Suite 1B
Miami, Florida 33133
(402) 555-1234
In the world of business the term credit refers to “promising payment in the future” and
collection means “obtaining payment from the debtor.” Letters written for these purpose are
known as credit letters and collection letters respectively. A seller offers credit only after
obtaining an assurance from the buyer of payment within the specified period and ascertaining
his ability and intention to do so.
There are five touchstones to determine whether the debtor would keep his promise: his
capital, capacity, character, reputation, and goodwill. The extent of credit privileges to be offered
is decided on the basis of these criteria.
However, offering credit, whether to an individual or to a firm, can be hazardous. In some cases
the payment is delayed or not made at all.
To minimize the risk, the credit applicant should be asked to supply information about his
present employer, status and salary, length of existing employment, reference of firms where he
has charge accounts, and the banks where he has an account or from whom he has obtained
loans.
2. Granting credit, in case the terms mentioned in the letter requesting credit are satisfactory, an
acceptance letter should be despatched promptly. It should:
- Mention the grant of credit right in the beginning.
- Assume that the order is being executed immediately
- Show that the credit references have been obtained
- Explain the terms of credit.
3. Refusing credit, in some cases it may not be possible to accept the request for credit. If so, a
carefully drafted refusal letter should be sent which should:
- Thank the applicant for the request
- State the reasons for refusing credit
- Try to retain the customer by encouraging him to pay cash for
the present transaction
- Suggest the possibility of making credit arrangements in the
future
A collection letter aims at obtaining the money for the goods supplied or services rendered
on credit. But it should be in a manner that you do not lose the goodwill of your customer.
Therefore, a collection letter should be cautiously composed and should have the elements of
courtesy, friendliness, tact and persuasiveness.
A collection note is written keeping in mind the debtor. Sometimes a series of collection
letters is required to be sent. They are sent at intervals and each successive letter is more firm and
strong than its predecessor, but on no account it should be threatening, negative and offensive.
The first letter is a kind of reminder, the second is persuasive and demanding, the third
specifying the date of payment and the subsequent letters may be more forceful, persistent and
strict according to the demand of the occasion and case.
The Example of First letter collection letter
March 9, 2013
Dear Sirs,
This is to remind you that we supplied you plastic goods as per your order dated 25th January,
2013 and that a sum of US$ 100.000 remains overdue towards that supply.
We shall be grateful if you kindly issue a cheque towards the bill, as early as possible.
Yours sincerely,
Suzan
The Example of Second collection letter
April 6, 2013
Dear Sirs,
We wish to draw your kind attention to our communication date 9th March, 2013, requesting you
for payment for plastic goods supplied to the tune of US$ 100.000 even on March 9th, it was
overdue and since then nearly a month has elapsed and yet payment has not been made.
We feel that your non-payment may be due to some oversight.
We shall be glad to receive the remittance of the above-mentioned amount within 21 days from
the receipt of this letter
Thanking you,
Yours faithfully,
Alex
The Example of Third collection letter
May 1, 2013
Dear Sirs,
We very much regret that in spite of two letters written to you earlier (on 9th March and 6th
April respectively). In respect of the supply of plastic goods for US$ 100.000, you have not
favoured us with either a reply or remittance, which is long overdue, regarding your order date
25th January, 2013 executed by us on 1st February, 2013.
We can now offer you only a period of ten days before which we expect a remittance from you.
Failure on your part to comply, will force us to take legal measures to collect our dues.
We hope that being good, experienced businessmen you will not bring about this unhappy
situation
Yours sincerely,
Loly Simpson
EXERCISE:
Please Write Letter of Credit, Granting /Refusing Credit Letter and Collection Letter
MEETING 11
BANKING and INSURANCE
Banking correspondence is different from other business correspondence. It is quite formal and
almost standardized.
1.Banking (Home Business)
a. Bank Current Accounts
The most usual type of deposit is that paid into a current account. These deposit can be taken out
on demand. The banks also receive deposits on deposit account. These deposits are repayable as
a rule subject to seven day’s notice. This deposit can earn interest.
b.Bank Loans and Overdrafts
Loans and overdrafts are usually arranged orally with the Banker in the first instance and
subsequently confirmed in writing.
1) Request for overdraft facilities
2) Request for loan without security
3) Request for loan with security,etc.
2. Banking for payments in foreign trade
a.Banker’s drafts
b.Bankers’ Transfers (mail, telex and telegrahic transfers)
This is a simple transference of money from the bank account of a buyer in his own country to
the bank account of the seller in the seller’s country.
c.Bills of Exchange (B/E)
The bill is an order in writing from a creditor to a debtor to pay on demand or on a named date a
certain sum of money to a person named on the bill, or to his order.
d.Promissory Notes
e.Documentary Bills
Date…
Assistant manager,
Bank/Institute name…
Branch Name…
This is to request you for opening a company account in your branch of (Area and city name).
We are going to start a business operation in (Area and city name) form (date). Our Company
has a very good reputation and a huge turnover. Please facilitate our account in the name of
(Account title) in your branch as soon as possible. We will provide all the information and
documents that you may require to open this account.
Sincerely,
Name…
Job Designation…
Company/Institute name…
INSURANCE
The usefulness of insurance in business is now well established. It used to cover almost all kinds
of risks and losses. Its purpose is to provide compensation, for those who suffer from loss or
damage, in other words, it is a contract of indemnity, that is to say a contract to restore to his
original position a person who suffers loss. He is not allowed to receive more than he loses, and
gains nothing from insuring for a sum greater than the value of what he insures.
Like banking correspondence, the insurance correspondence is also formal and standardized and
has its own standard terminology.
Example of Insurance Inquiry
Dear Sirs
We normally pay into the bank each morning our takings for the preceding business day. The
sums involved are sometimes considerable especially at the weekends: takings on a Saturday
may amount to as £12,000.
We bank with the local branch of the Barminster Bank on West Street, Milton-about half a mile
from our premises.
We therefore wish to take out insurance cover for the following:
1. Against loss of cash on the premises, by fire, theft, or burglary.
2. Against loss of cash in transit between our premises and the bank.
3. Against accident or injury to staff while engaged in taking money
to the bank, or bringing it from the bank.
Please let us know on what terms you can provide cover for the risks mentioned.
Yours faithfully,
EXERCISE
MEETING 12
DOCUMENT FOR SHIPPING and BILLING
2. Bill of Lading
A bill of lading is an essential and important document. A bill of lading is used to prevent the
importer from receiving the goods until he has paid or agreed to pay for the goods. A seller sends
an order bill of lading with instructions to a bank in the importer’s country.
4. Packing List
There are two types of packing lists :
a. Manufacturer’s packing list : a manufacturer may package this product at the time it is made.
b. Shipper’s packing list : a shipper may include a packing list as a matter of good
business practice, or he may include a packing list because the buyer has
instructed him to do so.
An export packing list may be more detailed than a packing list or packing slip you provide for
your domestic shipments.
Your freight forwarder may use the information on the packing list to create the bills of
lading for the shipment.
A bank may require that a detailed packing list be included in the set of documents you
present to get paid under a letter of credit.
Customs officials in the U.S. and the destination country may use the packing list to
identify the location of certain packed items they want to examine. It’s much better that
they know which box to open or pallet to unwrap rather than have them search the entire
shipment.
The packing list identifies items in the shipment and includes the net and gross weight and
dimensions of the packages in both U.S. imperial and metric measurements. It identifies any
markings that appear on the packages, and any special instructions for ensuring safe delivery of
the goods to their final destination.
5. Marine Insurance
Marine insurance is insurance purchased to cover shipments in international trade. Marine
insurance is purchased on goods to be shipped to protect the owner’s investment in the goods.
Marine insurance is the oldest type of insurance.
6. Certificate of Origin
A certificate of origin names the country in which the goods were actually produced or
manufactured not where the goods are coming from. Every importer must know the regulations
of his own country. He/she must know from which countries he/she can and he/she cannot
import goods.
7. Consular Invoice
A consular invoice may be required instead of, or in addition to, a certificate of origin. A
consular invoice aids the importing country to keep records of the value and kind of goods which
are being imported. For business purposes, a country will maintain an office, called a consulate ,
in foreign cities to handle business matters in connection with the importing and exporting of
goods. The person in charge of the consulate is known as a consul.
8. Visaed Invoice
Some countries require the commercial invoice itself to be signed by the country’s consul. This
is referred to as obtaining a visa – an official endorsement – for goods. This means that the
documents have been examined by the consul and that the goods may be legally imported.
A proforma invoice looks a lot like a commercial invoice, and if you complete it correctly,
they will be very similar indeed. A proforma invoice specifies the following:
Be sure to date your proforma invoice and include an expiration date. There can be a lot of
volatility in the export process, so minimize your risk by setting a specific time frame for your
quote.
The commercial invoice may look similar to the proforma invoice you initially sent your
customer to serve as a quote, although it should include additional details you didn’t know
before. For example, once you have the commercial invoice, you probably have an order
number, purchase order number, or some other customer reference number; you may also
have additional banking and payment information.
Make sure to include any relevant marine insurance information, and any other details that
will ensure prompt delivery of the goods and full payment from your customer.
Whenever a businessman sells goods of much value or sells on credit, and always when goods
are sold in international trade, he prepares a bill or invoice. The invoice informs the buyer of the
total cost of the goods. It is the amount which the buyer owes the seller. Here are the documents:
Commercial Invoice, Proforma Invoice, Draft, Arrival of Goods
PROCEDURES IN INTERNATIONAL TRADE
Shipping Goods :
1.Acknowledgement of shipment
2.Bill of lading or airway bill
3.Methods of shipment : - ocean freight
- Air freight
- Mail – surface or air
4.Shipping instructions
5.Packing list
6.Marine insurance
7.Certificate of origin, when required
8.Consular invoice, when required
Do the exercise !
Complete these sentences by filling in the blanks with the correct answers.
On or about S.S. forwarding agent flag measurement
identified Non-negotiable original copy endorsed straight (B/L)
Order (B/L) consignee discounting
8.A bill of lading states the country in which the ship is registered . It is listed under the word…
9.A bill of lading made out to a person or firm is known as a…
10.An importer may use an order bill of lading to pick up the goods only after it has been
properly….
11.The word …is used to describe the size of a package.
12.A seller who has an order bill of lading may want to sell the shipment. This is known as … a
bill.
MEETING 13
MEMOS, FAXES and EMAILS
Memorandum, from which the term memo comes, is a Latin word for “something to be
remembered.” The Latin meaning points to the memo’s chief function: to record information of
immediate importance and interest in the busy world of work.
Memos are brief in-house correspondence sent up and down the corporate ladder. Employees
send memos to their supervisors, and workers send memos to one another. Memos are not as
formal as letter and contain the terms and abbreviations familiar to employees of your company.
They can be on paper, or sent through e-mail.
Format of memos
Faxes
A fax (facsimile) is an original document copied and transmitted over telephone or computer
lines. Faxes are particularly helpful either when you have only hard copy to send or when you
want to send an original signed letter, contract, blueprint, artwork, or other document that you
could not send via an e-mail transmission.
Faxes demonstrate exactly what original documents look like and allow recipients to obtain a
hard copy quickly.
A cover sheet
A letter or attached documents
The fax form should state the number of pages being sent.
For the sake of clarity, it's advisable to use a standard business letter format as the attachment.
Date
Time
To: Recipient's name
From: Sender's name
Sender's phone number
Sender's fax number
Subject description
Message text
Example:
Pages: 2
Message:
Dee-
We've got a lot of orders for large birthday cakes next month. We will need 120 cakes by the
7th of August. Please find attached our order, which being so much larger than usual, we've
sent you this fax to give you as much advance notice as possible.
If you need any further information, or want to arrange for special delivery methods, please give
me a call
Regards
F. Amished
Sales Manager
Anywhere Catering Services
E-mails
E-mail is a message sent electronically. Local and wide area networks can provide e-mail service
to their users. Users who are connected to the Internet can send and receive messages all over the
world. Workers use e-mail for routine messages with people inside and outside the company.
E-mail is appropriate for short, informal correspondence. File containing more information may
be attached to an e-mail. E-mail is inexpensive, fast, and easy to use for workers at all levels in a
company. Remember, however, that e-mail messages are recorded. They may be viewed by
people other than the person to whom you wrote. Your e-mail may be read by your employer or
co-workers. At work, never write an e-mail message that you would not want other employees or
your supervisor to read.
Body:
Hi there [Name],
I’m emailing you today to let you know we have created a new [lead magnet type] called [lead
magnet name].
In this [lead magnet type], you’ll learn how to create [describe what your lead magnet covers in 2
to 3 sentences].
If you know anybody else who’ll find this useful, please forward the email to them.
Let us know if you face any problems accessing the [lead magnet type] by replying to this email.
We’ll get back to you ASAP and ensure you gain access to it immediately.
Thank you,
[Your signature]
Hi Dave,
I hope that everything is OK over there. I just have a few questions about the Skipton Airport
Project.
First, can you give me an update on where you are on the project? I'd also appreciate if you could
explain what the current issues with the delivery system are? And confirm when you expect them
to be resolved.
Also, at the end of our last meeting I asked for a copy of the latest Project Report. I still haven't
received one. Can you forward it to me?
Can you also confirm if the post-installation support covers the equipment 24 hours a day? And
what is actually included in the support? We'd especially like to know if the cost of parts and
labour are included in the package? We need this information as soon as possible.
And lastly, we're thinking about extending the period of the post-installation support from your
company from 6 months to 12 months. Can you give us a quote for this extension?
Thanks,
Ian McAdam
Development Manager
Exercise
I.You are planning to go to on a business trip. Write the details below. The situation can be
imaginary, or you can make it similar to your real-job.
Where are you going?
How long are you going to stay?
Why are you going?
What is your itinerary (the places you will visit)?
Who will you meet?
How well do you know them? have you written/spoken to/met them before?
II. Write two e-mails, on separate sheets of paper, using the situation you created in part I. If
Possible, use real people’s names and a realistic content. The maximum length for each e-mail is
100 words:
e-mail 1: Write to the person you are going to meet. What do you need to tell them? Perhaps you
need to let them know what you want to discuss. Do you want them to arrange anything for you?
e-mail 2: Write an e-mail to all your colleagues. Tell them about your plans and ask them if they
want you to take / do / find out / bring back anything.
MEETING 14
LETTERS OF APPLICATION and CURRICULUM VITAE
APPLICATION LETTER
A letter of application is a letter which is made by an applicant to a company filled with a job
application. The contents of an application letter are :
1. The application itself
2. Curriculum vitae/personal data
3. A copy of our transcript
4. A copy of our certificates (formal/non formal)
5. A copy of ID
6. A copy of good health from local doctors or Public
Health Center
7. A copy of good manner from local police station
•An unsolicited letter, is sent to a company for which you would like to work though you know
of no particular job opening. The advantage of this type of application, however, is that there will
be little competition and you can define yourself the position you would like to apply for. Too,
you can send out as many of these letters as you wish, to as many companies as you are aware
of; it is good idea, though to find out the name of a specific person to whom you can send the
letter- a more effective approach than simply addressing a letter to “personnel”.
Example of an application letter :
CURRICULUM VITAE
A curriculum vitae, often shortened to CV, is a Latin term meaning “course of life.” A CV is a
detailed professional document highlighting a person’s experience and accomplishments.
Employers often require a CV when considering applications. This document shares an overview
of your career history, education, relevant awards and honors, scholarships, grants, research,
projects and publications.
A CV may also include professional references, as well as coursework, fieldwork, hobbies and
interests relevant to your profession. You might also choose to add a personal profile that lists your
skills and positive attributes to ensure employers have a well-rounded view of your personality
and achievements.
In this part of the curriculum vitae the complete name, date of birth, the address, the nationality,
the telephone, fax number and the email must be provided
•Employment or work experience
- give the dates when you started and finished in each job you have had, especially those related
to the job you are seeking. Add the name and address of the company or employer.
- Sometimes it is important to provide a short summary about the job consisted in, emphasizing
your skills and abilities and the results obtained.
- organize jobs in reverse chronological order. Include beginning and terminating dates, job title,
name of company or organization, and location.
- If you do not still have much work experience, include any job you may have done, even part
time, weekend or temporary jobs, as long as you can provide a contract and/or payroll, if
required.
Skills
In recent years employers are going more and more important to social, organizational and
technical skills. You may have acquired these skills during your studies or training, in your work
experience or in personal situations
- social skills refer to the ability to communicate well with people, working in teams, being able
to integrate easily in any kind of environment.
- Organizational skills deal with the ability to coordinate, organize or lead groups of people in
order to carry out tasks with a pre- established objective
- Technical skills are those related to the use of specific equipment, computer software,
machinery, etc.
- Other types of skills may be artistic, such as writing, playing music, etc., to which you can add
any other type of skill you think may be relevant for this job.
Additional Information
- Driving License
- Job or career interests
- Awards, scholarship, prizes
- Professional affiliations, publications
- Service
- Hobbies, interests, leisure activities, travel
- references
Note: Remember that you must adjust your CV depending on the position you apply for.
Ann Kowalski
Education
Masters of Communication, 2017
University of Denver
Experience
University of Georgia Center for Computational Chemistry
Research Assistant 2009–2011
Conducted physical and chemical laboratory tests to assist research scientists in qualitative and
quantitative analyses.
Operated experimental pilots and assisted in developing new chemical engineering processes.
Maintained all laboratory equipment to ensure a clean and safe work environment for students
and faculty.
Skills
Project management
Curriculum planning
Fluent in English and Mandarin
Professional Associations
American Society of Journalists and Authors, New York (2010–Present)
Grants and Scholarships
The Oglesby-Snyder Grant for Equity and Cultural Diversity, 2012
Association for Applied Sport Psychology
MEETING 16
FINAL SEMESTER TEST
References:
1. .Bond, Alan J. 300 Over Successful Business Letters for All Occasions. 1998. Baron’s
Educational Series, Inc. New York
2. Geffner, Andrea B. How to Writer Better Business Letter; Fourth Edition.2007. Baron’s
Educational Series, Inc. New York
3. Gartside,L. Model Business Letters. 2000. Bina Rupa Aksara. Jakarta
4. Gorman, David. English Business Letter.1991. Longman Singapore Publishers Pte. Ltd.
Singapore
5. James, B. Model Business Letters. 1995. New Light Publishers. New Delhi
6. Salim, Peter. Modern Business Correspondence. 2000. Modern English Press. Jakarta
7. https://www.indeed.com/career-advice/resumes-cover-letters/cv-format-guide
8. https://sumo.com/stories/business-email-examples
9. https://www.examplesof.com/business_letters/fax_documents_examples.html