Unit 4

Business Letters and Reports

Introduction to Business Letters
Business Letter:
It is a brief piece of communication. We need to consider two
questions before writing letters.
What is the exact message?
How will it act upon the receiver?
Writing Routine Pleasant Letters

Letters that please the receiver are called “good news letters”.
Those that neither please nor displease but are received with interest are known as
“routine” letters.

Good news letter Routine Letter

Opening News/Pleasant News Opening News/Major ideas

Details Details

Closing message Final Message/Closing thought

A routine letter consists of:

1) Routine Claim Letters (routine claim with 'Yes' reply and routine claim with 'No'
reply).
2) Routine Order Letters (routine order with 'Yes' and 'No' reply)
1) What is a Routine Claim Letter?
Routine claim letter is a request for something which one has a right to have.
Ex: a refund, replacement, payment for damages.

Example to write a Routine Claim Letter (Request)

Please send me another copy of communication book to replace the one returned
herewith. (Opening News)
This book is the 15th edition written by Chaturvedi and the pages from 15-30 are
damaged. (Details)
The enclosed receipt was packed with the book when it was sent to me. I shall
appreciate an early replacement. (Final
Message)
Points to remember
Don't use negative words or don't accuse the suppliers.
Ex of statements to be avoided: The pages of the book sent to me are damaged
because of your carelessness. I have been cheated.
Instead say, I have received a book from your company in which the pages are
damaged. I would appreciate an early replacement of the damaged book.
Routine claim 'Yes' reply
The receiver should now reply by expressing his willingness followed by details and
final message.
Dear .....
As per your request made we are sending you the copy of communication
text book. (Willingness)
The book will arrive within few days and you will not be charged for this. (Details)
We assure you that the book is not damaged. We have also enclosed the catalogue for
latest arrivals on communication. (Final Message)

In the above example, the letter grants the request but the writer does not use the
word grant as it shows superiority and power.
Never show power in the letter and view the complaint positively.
Dont show anger, instead respect each other and write with poilteness.
Routine Claim with 'No' reply
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A 'No' response always creates disappointment on the reader.
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The purpose is to write 'No' that gives minimum disappointment.
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While writing a 'No' reply, assure the sender that his matter is considered with
great understanding and care.
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Give reasons for your refusal.
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In the end maintain good business relations with the reader by suggesting him
alternative course of action.
Example
The customer has returned a Monte Carlo shirt as the color is faded on washing by
machine. The supplier wants to send a 'No' reply. He writes the letter as follows:
Dear sir,
We understand your problem and have taken your request with great care.
Compared to other shirts, Monte Carlo shirts don't normally fade in color and
remain wrinkle free.
We agree that the shirt has been faded by washing in machine.
We are not able to replace the shirt as it was clearly mentioned that the shirt
should be hand-washed first.
Truly,
......
2) Routine Order Letter
What is a Routine Order Letter
It is the one in which customer places for the order of some product.
Example
Dear Sir,
Please send me following office supplies alongwith price details Opening news

7 stick files
3 rims of A4 size sheets Details
3 paper weights

I would appreciate a quick delivery of these items. Please ship by fastest freight
available. Final
message
Sincerely,
.....
Routine Order 'Yes' Reply
Dear Sir,
The following items were shipped to you today by Professional Courier
7 stick files
3 rims of A4 size sheets Opening News
3 paper weights

Enclosed is the invoice of Rs. 200/- including courier service. Your order should
reach you within 15 days. Details

Thank you for your order and please let me know if I can be of service in future.
Sincerely, Closing News
........
Routine Order 'No' reply
Dear Sir,
The following items ordered by you are currently out of stock.
7 stick files
3 rims of A4 size sheets Opening News
3 paper weights

We will see to it that the items will be delivered to you but it will get delayed. We
kindly request you to wait. Details

Sorry for the inconvenience.

Sincerely, Closing News
........
Writing Persuasive Letter

What is a Persuasive Letter?

Letters that interest the readers and induce them to act as directed.
The letter should catch reader's attention

Example
Dear valued customer,
This month you are in a position to have a chance to win Rs. 1 Lakh in gold. You
already stand ahead of many who have not been invited to participate in our contest.
Catching reader's attention

This is the only step required for you to enter our contest and win Rs. I lakh in gold.
Reminder of special benefits.

Please be sure to reply and don't miss this opportunity.

In the example the letter has urged the reader to participate which he would not have
done earlier.

How Persuasive Letter is different from other business letters?

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Routine letter begins with date. Persuasive letter does not require date as it is used
by company for many months
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Persuasive letter is not addressed to specific individual reader. It begins with Dear
reader or Dear valued customer.
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There is a post script message like “Note” at the end that reminds you of action to
be taken within specified deadline.
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Most Persuasive letters contain information regarding some material that will be
received. In the above example the receiver will receive 1 lakh in gold.
Writing Reports
What is a Report?
A report is defined as a communication in which the writer gives information to some
individual or organization to help in decision making and it is his responsibility to do
so.
It consists of facts, figures and ideas.
It is an assigned communication.
The main element in a report is responsibility.

Purpose of Report
Report is written to help management in decision making.
It is used to offer solution to business problems.
The main purpose is to give information about company's activities, progress, plans
and problems.
To recommend specific action.
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To persuade readers about need for action.
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To present fact to management to help decide the direction the business should choose
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Kinds of Reports
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1) Routine Reports
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i) Progress Report
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ii) Inspection Report
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iii) Performance Appraisal Report
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iv) Periodical Report
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2) Special Reports
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i) Investigation Report
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ii) Survey Report
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iii) First Information Report (FIR)
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3) Informational Report
1) Routine Reports: Reports prepared on routine basis in an organization.
i) Progress Report: Report about growth of an organization or any department or an
individual.

ii) Inspection Report: In a manufacturing sector, regular inspections on products or

services are made and it is done by supervisors. The report prepared by these
inspection teams is called Inspection report.

iii) Performance Appraisal Report: Evaluating performance of employees and

preparing report of their performance.

iv) Periodical Report: Report prepared at regular time interval like monthly, annually.
2) Special Reports.
Not prepared on routine basis but only during special circumstances.
i) Investigation Report: In case of unusual happening like sudden downfall of sales,
investigation is carried out to find reasons.
ii) Survey Report: Report prepared after conducting a survey. Example: population
survey, number of male and female in a particular region etc.
iii) First Information Report: Usually done in police station but even in organization it
is prepared to record an event and it is prepared by first witness.

3) Informational Report
Provides all details and facts on a topic such as tracing growth of a company.
The details of growth should be listed in chronological order i.e What happened first,
how it happened, who was responsible etc.
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Objectives of a Report
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To help managers identify the reasons of a particular situation that management
already knows.
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Ex: the management already knows that they have to change their work site. A report
has to be written explaining the reasons for it, what alternatives are available for
solving the problem and then give final solution.
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The solution given should be analysed .
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Writing Reports
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Long Formal Report
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The elements are
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Title page
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Acknowledgements Front Matter
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Table of Contents
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Executive Summary

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Introduction
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Description
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Findings Main Body
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Conclusions
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Recommendations / Suggestions

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Bibliography/Webliography
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Annexure Back Matter
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Glossary
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Index
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Usually Conclusions and Recommendations come after Description but business
heads have no time.
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Therefore they are more interested in knowing Conclusions and Recommendations of
Findings. So it is placed before Description.
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1) Title Page
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Contains Name and status of author
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Department and date of issue
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Heading/ Title (short and clear)
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Ex: “A report on Stress Management in Industrial Context”
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2) Acknowledgements
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Thank everyone who have helped you in the assignment.
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Be generous and express gratitude.
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Ex: I thank my organization for giving me an opportunity to conduct the project.
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Thank the managers and colleagues too.
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3) Table of Contents
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Topics and page numbers. Mention sub topics under it.
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Ex:
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1) Introduction
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2) Background
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2.1) Significance
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2.2) Objective
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3) Scope

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4) Executive Summary
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Tell in brief what is the project about. It includes brief introduction of company where
you did the project. Then tell what topic you studied, what first chapter contains and
so on.
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5) Introduction
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About company and topic
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6) Description
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Detailed study of topic, objectives, scope, method of data collection used
(Questionnaire), Analysis and Interpretation of data by representing charts
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7) Findings
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Results of research (What caused stress, how to overcome)
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8) Conclusion
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Conclude by giving answers to above findings i.e what the organization has done for
them.
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9) Recommendations
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Suggest what can be done to overcome stress.
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10) Annexure
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Questionnaires, Tables, Flow Charts

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11) Bibliography/ Webliography
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All published sources of information, text books, journals, magazines etc.

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12) Glossary
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Placed before Index. Alphabetical order and its meaning

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13) Index
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Alphabetical Order and page numbers for faster search
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Writing Short Reports
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A short report is written in the form of Memorandum (Memo) or a letter.
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It consists of title page as the heading.
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It begins with a summary and presents findings, analysis, conclusions and
recommendations.
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Writing Memos
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Memo (Memorandum) is used by a person who knows the receiver personally.
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It is less formal and there is no greetings and signature in the end.
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It acts as a permanent reference to whatever is communicated.
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It goes as
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Date,
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From,
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To,
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Subject
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No Dear Sir and No Yours Sincerely
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How to write a Memo?
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It begins straight with the subject.
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It is short an written in a friendly tone.
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All business messages should be written in a friendly way in order to get positive
response.
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Ex: Consider the following brief memo from a manager to his supervisors:
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“Every Saturday morning all supervisors in my plant must meet and report on
clean up of their individual shop floors. All reports must be submitted by
afternoon.”
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In this memo the tone is of distrust and order. The manager uses “all” and “must” twice
which indicates he has no trust and is ordering the supervisors.
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The memo is also vaguely worded. The supervisors will not know from which
Saturday they should meet, what time, where to meet. Morning and afternoon is a
vague deadline.
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The following principles should be observed while writing a memo:
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Give necessary and sufficient information.
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Do not assume that everyone knows everything related to the issue discussed in the
memo.
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Explain the causes of problems .
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Be clear, concrete and specific.
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Be pleasant rather than order. Use 'You' attitude.
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Ask for feedback or suggestions.
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In the above example, explain how the supervisors will benefit from the changes
made.
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Uses of Memo
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To provide information I attended the meeting of the Executive
committee. The main points discussed
were _________
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To issue an instruction The staff members are requested to
attend the orientation session to be held
in conference room at 11 AM today
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To convey a policy decision The Executive Committee has decided to
pay one day's salary for working on a
Saturday
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To offer suggestions I think its better to work even on
Saturdays
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To record an agreement During the meeting held on August 5, it
was decided that we buy 3 LCD projectors
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Sample of a Memo
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The two versions of the following memos show the difference in their effectiveness. The
revised memo is specific and friendly in tone. Details are given and also explains why
the change is made.

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March 14, 2013
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From: Sushil Kumar
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To: Lab Personnel
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Subject: Final report requirements
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Beginning Monday, December 19, all our final test reports must indicate-
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1) Test results
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2) Photos in proper order
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3) Be sure all terms are spelled correctly
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4) Complete formulas
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Revised Memo
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March 14, 2013
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From: Sushil Kumar, Supervisor
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To: Lab D-66 Personnel
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Subject: Final report requirements
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I have received some requests for changes in our test reports from the chemical
engineers. Therefore, beginning Monday, December 20, all final test reports must
include the following:
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1) Test results
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2) Photos in proper order
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3) Be sure all terms are spelled correctly
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4) Complete formulas
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Please write your reports immediately after completing the test. I am sure with these
minor adjustments in report, we can give the engineers what they need.
Writing Proposals

What is a Proposal?

A business proposal is an offering from a seller to a prospective buyer.

It is a plan or suggestion, especially a formal or written one, put forward for considera
Proposals can range from a one page letter, or price list to several hundred pages of de
In the business sales process, the written proposal consists of terms of an agreemen
Agreement between Buyer and Seller
Plan or Suggestion

The process of proposal management
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Creator – responsible for creating content.

Editor – responsible for editing the content message and the style of delivery, including

Publisher – responsible for releasing the content for use.
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Administrator – responsible for managing access permissions to documents and files, u

Consumer or viewer – the person who reads or otherwise takes in content after it is pub
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Structure of Business Proposal

A business proposal is a written offer from a seller to a prospective buyer in a formal an

The basic structure of a business proposal includes the title page, problem, solution, wo
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Essentials of Good Business Letters / Memo
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1) One main subject in one letter
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2) One idea in one Para
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3) Use standard and Natural Language
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4) Sincerity and Tone
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5) Confidence
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6) Directness
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7) Enthusiasm
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8) Humanity
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9) Emphasis
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10) Readability
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11) Know your Reader
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12) Planning
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1) One main subject in one letter
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If there are two main subjects given to same company at the same time, two separate
letters should be written.
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This is because if two subjects are in one letter then after one department reads the
letter, they will just file it and keep. They may not forward to second department.
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2) One idea in one Para
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Begin the para with the sentence that states the central idea in a summarized form.
The other sentences should develop the para.
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3) Use Standard and Natural Language
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Don't make use of talks that confuses the reader. Don't make use of slangs and
jargons.
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4) Sincerity and Tone
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Write what you really mean and develop impression on the reader
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5) Confidence
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Have complete information on the subject. When the writer is sure of what he is
writing, then there will be clarity and the message can be easily conveyed to the
readers.
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6) Directness
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Be straightforward when you write but don't hurt the reader. Have courtesy.
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7) Enthusiasm
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The reader should feel you are interested in his problems personally.
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Ex: “Yes sir, I undersyand your problem and the solution for the problem is .....”
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8) Humanity
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Give personal importance in letter by using the words “We”, “I”, “You”, “He”, “She”.
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9) Emphasis
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Main ideas should be stated at the beginning of the letter. Emphasis is made by using
bold letters or by underlining.
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10) Readability
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Make use of short and simple sentences.

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11) Know your Reader
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Know the reader's expectations, beliefs, feelings and how they will react to the letter.

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12) Planning
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Plan before writing a letter. Give complete information because once the letter is
delivered, the reader can't get back to you to clarify the doubts.
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Ex: If you write a letter to a hotel manager to make arrangements for a meeting, then
complete information should be given like number of participants, time, setting
required, lunch hour, menu etc.
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Media Management

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Media management is an area of business administration that deals with organising
and supervising teams of media professionals, various mass communication
channels and technologies, media and entertainment productions, and more.
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The Executives need to communicate social issues with the public through the media.
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Media includes the press and broadcast media.
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Press Release

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It is a public relations tool.
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It is a written communication directed at members of news media for the
purpose of announcing some important news.
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The news is usually mailed, faxed or e-mailed to editors of newspaper and
magazines.
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Rules to follow in preparing press releases
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1) Know the media outlets and their audience
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Whenever you want to publish the news, you should know the publications and
reporters who will report on your business.
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You should also know what type of articles and news they will require and who are
the readers of your article.
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The editors usually don't read all the articles and don't spend much time. The article
is just scanned.
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The article should be less than two pages.
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2) Present the news that is real
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Reporters are interested in reading the news, not the advertisement.
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The news should be different that others don't know.
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The manager should work hard to find the real news. He can focus on shares, price
comparisons, achievements etc.
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Ex: “Kingfisher flies 1000's of airplanes daily”. This is not a news. A news is only
when the plane crashes.
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3) The news must have local interest
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The media is interested in getting more of local news as national and international
news will be available through syndicate services (Business association that provides
articles to newspaper)
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4) Use the Direct message approach
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The good press release will answer questions like who, what, why, when, where and
how. The manager should apply the same direct approach while presenting his news
article.
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5) Avoid Buzzwords, Acronyms and Jargons (Technical or special words)
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Avoid industry jargons or technical terms so that readers understand your news
quickly. Ex: Doctors use medical terms like Hydrosis for sweating which should be
avoided.
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6) Include all required mechanical elements
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Most of the organizations put their releases in company letter head to add credibiltiy.
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If you want to announce a new product but don't want it to be made public until next
month 15th, then include the restriction, “For release after Jan 15th” . This
restriction is called Embargo.
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If there is no date restriction, then include, “For immediate release”.
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Place the heading at the top of page and should be in capital letters.
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In the upper right corner, place the name of contact person, address, phone number,
e-mail, website. Put the information in priority order.
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Limit the article to one page. If it exceeds one page, add “continued” at the bottom
of the page.
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In the end, type ### so that the editor knows your article is over.
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Leave 1-1.5 inch margins on sides.
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Use bold headings to draw attention
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Sample
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ABC Company Ltd.

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For immediate release
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Name: Mr. Aravind
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Address: HR Layout, Bangalore
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Phone: 98800665433
E-mail: abc@gmail.com
Website: www.abc.in
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Heading
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Matter
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-----------------
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-----------------
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Continued
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###
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7) The appearance must be Flawless (free of defect)
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The article should be error free else it will create bad impression on the editor.

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8) Make your press release web friendly
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After the release is ready, submit it to search engines like Google and Yahoo. This
will help journalists.

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9) Customize your release to different media
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Send the release to each media as per their format and requirement. A news
magazine's format might vary than a journal's format.
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Press Conference / News Conference
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What is a Conference?
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A formal meeting in which many people gather in order to talk about ideas or problems
related to a particular topic (such as medicine or business) usually for several days.
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Press Conference

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It is an interview given to journalists by a prominent person in order to make an
announcement or answer questions.
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Press conferences are required when a disaster or crisis has occurred.
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During this time the media will ask questions and seek answers.
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The newsmaker will call for a conference so that he can answer the reporters all at
once rather than answering dozen of phone calls.
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Normally the press conference is led by the company's executive management
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TV stations value news conferences.
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A press conference is announced by sending a news release to editors in
advance
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When conference is taking place avoid sites closer to disaster because it can
cause negative impact on positive words.
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As soon as crisis occurs, conference should be called but see to it that you have
ample time to get all necessary information and be well prepared to face the
media.
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Media Interview
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Reporters arrive during an unexpected company emergency and hold a microphone
and start asking questions.
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How to prepare for Media Interviews?
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1) Before the interview
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Get details of interview regarding time allotted and who will interview you.
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Know what you have to say.
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Be prepared to give answers to any type of questions expected.
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Rehearse your interview.
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Choose the clothes you got to wear. Avoid dark colors black and red. The best color
is off white or navy blue.
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Stay calm and relaxed.
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During the Interview
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Answer all questions carefully.
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Don't use jargons or technical words that public don't understand.
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Simplify your explanations and have short answers.
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Don't be in a hurry to respond. Pause when you talk.
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Be polite, honest and use positive words.
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Don't answer with a simple 'Yes' or 'No'.
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If you don't want to answer to certain questions then tell, “I am sorry. I can't address
it”. Never say 'No comments'. It makes you look guilty and not trustworthy.
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Maintain eye contact and you will look confident.
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Be focussed on interviewer. If you want to directly address the audience, look at the
red light of camera. Don't look at the monitor as there is a delay between picture and
your voice and it will cause you distraction.
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After the Interview
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Ask the reporter when will the interview appear if it was not a live program.
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Thank him for interviewing.
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Group Communication
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Meetings

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It refers to an assembly of persons who come together, discuss on topics and issues
of communicable interest.
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Meetings facilitate direct, face-to-face communication and are essential at various
levels in all organizations.
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They exchange information and develop team spirit.
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They help in elaborating ideas and clearing confusion.
Types of Meetings
1) Ad-hoc Meeting: A meeting called for a special purpose
2) Board Meeting: A mmeting of the Board of Directors of an organization
3) Investigative Meeting: Conducting a pre-interview, exit interview or meeting
amongst investigators
4) Kick-off Meeting: The first meeting with the project team and the client of the project
to discuss the role of each team member.
5) Management Meeting: A meeting amongst managers
6) One-on-one Meeting: A meeting between two individuals
7) Pre-Bid Meeting: A meeting of various competitors or contractors to visually inspect
a job site for a future project.
8) Staff Meeting: A meeting between a manager and those that report to the manager.
9) Team Meeting: A mmeting among colleagues working on various aspects of a team
project.
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Planning Meetings
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Effective planning is always required for successful meetings. While planning a
meeting, following questions should be asked.
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1) What is the objective of this meeting?
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2) Who should attend this meeting? (Participants)
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3) When and where will the meeting be held? (Time and Venue)
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4) What materials, equipment, refreshments and room layout will be required?
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5) What should the agenda include?
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1) What is the objective of the meeting?
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The main objective or the main intention of calling for a meeting should be decided so
that the participants can prepare and involve in discussion.
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For example, the manager calls his subordinates foe a meeting regarding improving
sales. The objective is to explain the subordinates how to improve sales, what
technique should be used, how to attract customers etc.
2) Who should attend this meeting?

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Business organizations should know the number of participants.
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Try to reduce the number as it will be expensive.
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If the objective is to brief up the managers, only managers should be present.
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Ask questions like, “Is any superior required”?, “Any other corporate head or
additional staff need to attend”?
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3) When and where will the meeting be held? (Time and Venue)
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Time
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A notice well in advance should be given to participants so that they can
reschedule their other work.
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Time should be fixed taking into account holidays and other functions which may
clash with the meeting date.
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Venue
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Venue should be determined depending on convenience and suitablitiy.
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The convenience of location should be considered with preference given to senior
executives.
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It also refers to how accessible people are if they need to contact them.
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Some organizations deliberately choose place that is away from telephone in order to
avoid interrupting phone calls.
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The size of the room is also important. It should accommodate all the participants
alongwith necessary tables, chairs and audio visual equipment.
4) What materials, equipment, refreshments and room layout will be required
for the meeting?

Materials like notepad, pencils/pen for each participants.

Equipments like laptop, LCD projector, microphone, speakers
Refreshments like water, coffee/tea, soft drinks. Ensure there is sufficient supply of
cups, glasses and napkins.
Room layout are of 4 types
i) Center Table Layout: table in the center of the room with all participants sitting
around.

ii) U-shaped Layout

iii) Classroom Layout

iv) Theater Layout

5) What should the Agenda include?

Agenda is a list of items to be discussed at a formal meeting. It includes,

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Time of meeting
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Location of meeting
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Subject of meeting
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List of participants
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Backgroung information: reason for meeting or significance of meeting
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Items to be covered: what time which item will be discussed
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Pre meeting preparation: informing participants what they should prepare and
come for meeting
Leading Meetings
The leader of the meeting has to accomplish the objectives of the meeting. He has
to keep following things in mind.
1) Start on Time
Start the meeting on time and promptly. Don't delay the meeting.
Whatever time is specified in agenda should be followed.
2) Opening Remarks
Greet everyone.
Use the right tone.
Inform why the meeting was called.
3) Getting to Business
Start discussing the first item given in the agenda.
4) Participation
See to it there is equal participation among all members. Some participants talk too
much and some too little.
Ask open-ended questions to quiet people.
If the group has not prepared, then re-schedule the meeting so that they prepare
well.
If the group is aggressive, deal with them patiently.
5) Agenda
Use the agenda to keep the discussion on track.
Remind participants of time constraints. Ex: “We would better start with second
item” or “We have got only an hour left”.
If an item requires more time to be discussed, then hold an other meeting.
6) Closing
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Close the meeting at appropriate time.
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Before closing the meeting, ask the participants if they have any final comments or
questions.
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Give the summary of the entire meeting and explain when will the next meeting be
scheduled.
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Thank all the members for their time and contributions.
Meeting Documentation
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Notice
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A notice is a written formal document for intra-organizational or intra-departmental
communication to give information about organizational activities or developments.
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It is a formal announcement or warning
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It is displayed on the notice board for everyone's notice.
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A notice is always on the letter head.
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It should have a heading, date and signed by the authorized person
Resolution
Resolution in a meeting is the decision or solution to the problem taken with consensus
of all members in the meeting.
It is the action taken by Board of the meeting and recorded as minutes for future
reference.
Minutes of Meetings

These are protocols and are written record of a meeting.

The record consists of overview of the meeting starting with list of those present,
various issues that had taken place and their responses.
The minutes of meeting are created by the typist when the meeting takes place.
He records in short hand and types later. It is later issued to participants.