1. BUSINESS COMMUNICATION ENGB213
Unit 4
Introducing the business letter

2. Overview Printed stationery Presentation: fully blocked layout
Other parts of a business letter
Open punctuation
Continuation sheets
Categories of business letter
Other types of business letter
Structure
Presenting business letters – key points to remember

3. Introduction
Communication with people outside your organisation is vitally important
A high standard should be set and maintained in all your communications
Despite many modern communication methods available today, business letters are very often the main means of establishing business relations
Well presented business letter may lead to an important business contract

4. Printed stationery Letterhead paper
Good quality letterhead paper is generally used
Attractive, well-balanced letterhead enhances prestige
of an organisation

5. Printed stationery Logos Graphic symbol on letterhead
Often the same as trade mark used on packaging, delivery vehicles, etc.
Often unusual or amusing so that customers remember them easily

6. Presentation: fully blocked layout
The fully-blocked layout is the most widely used method of display for all business documents

7. Other parts of a business letter
Confidential/ airmail/ urgent
If a letter is confidential, this should be indicated between the date and inside address, just as it would be shown on the envelope

8. Other parts of a business letter
Attention line
When the writer wanted to ensure the letter is directed to a specific person
In today’s business communication when we usually know the name of the person to whom we are writing, unnecessary to use

9. Other parts of a business letter
Copies
When a copy of a letter is to be sent to another person this may be indicated by the following methods:
Blind copies
If the sender does not wish the recipient to know that other people are receiving copies, a blind copy may be sent. Indication bcc is used on the copies only – not on original

10. Other parts of a business letter
Signing on someone else’s behalf
If you have to sign a letter on behalf of someone else, it can be done in following ways:

11. Open punctuation Commonly used with the fully-blocked layout
Commas and full stops are omitted

12. Continuation sheets
Many organisations have printed continuation sheets which are used for second and subsequent pages of business letters
May show simply the company’s name and logo
When using a continuation sheet, remember:
Do not include ‘continued’ or ‘cont.’ at the foot of the 1st page
Try to start a new page with a new paragraph

13. Categories of business letter
To confirm arrangements made between sender and recipient
Confirmation
To acknowledge receipt of a letter, order or other item
Acknowledgement
To request information or prices
Enquiry
To respond to an enquiry
Reply
To criticise poor service or goods
Complaint
To respond to the complain and hopefully make amends
Adjustment
To obtain settlement of a debt
Collection letters
To sell goods or services
Sales letters
To reach a certain group of people
Circular letters

14. Categories of business letter
Letter of confirmation

15. Categories of business letter
Acknowledgement

16. Categories of business letter
Enquiry

17. Categories of business letter
Complaint

18. Categories of business letter
Collection letters

19. Other types of business letter
There are many different types of business letters. In this unit, we have only looked at some of the more routine letters
There will be many occasions when you will need to write a letter that does not fall into any specific category
Just remember the general rules of good business writing and plan your letter carefully

20. Structure

21. 1. Opening/ introduction
The four-point plan
1. Opening/ introduction
2. Details
3. Action
4. Close
The four-point plan

22. The four-point plan Opening / introduction Details Action Close
Could refer to a meeting or previous contact
Should introduce the subject that you want to discuss
Details
‘Meat’ – all the facts and figures
All key points in a logical order, separate paragraphs
Action
Tells the reader what action you want reader to take
Or it be action that you will take after all points mentioned
E.g: “Please complete the enclosed reply form and return it to me by…”
Close
Finish with one-line close. E.g: “I hope to hear from you soon.”

23. Presenting business letters – key points to remember
Use fully-blocked style with open punctuation consistently
Leave one blank line between each section of the letter and between each paragraph
The only big space on the letter should be for sender’s signature
Display subject heading in capitals and bold to make it stand out
Structure your message according to the four- point plan – with an introduction, details, action and close

24. Presenting business letters – key points to remember - continued
Make sure information in central section flows logically from point to point
Take special care with opening and closing paragraphs
Include appropriate headings at the top of continuation pages
Proofread message carefully, and consider whether it is structured appropriately
Read through message as if you are the reader

25. Class Exercise
You are an Administrative Assistant to Anu Morar, Personnel Manager of First State Bank of India, High Street, New Delhi, India. Mrs Morar is in a meeting. Carry out the instructions in this note from Mrs Morar.