Workbook SEM III

Dr. Ambedkar Institute of Management Studies And Research, Deekshabhoomi, Nagpur

BUSINESS COMMUNICATIONS- II

E-35 WORKBOOK

MBA Semester III Section:____________________

Name of the student : ______________ROLL NO: ____________

Name of Faculty:_____________ Date of Submission:___________

DECEMBER 2014Business Letters

Business Letters are the life and breath of a business. The competition in today’s business world is described as ‘ unreal’ --- that too hard to believe. Those who have survived the competition and made it to the top are the ones who mastered, among other things the art of writing good letters. They say and it is even religiously believed that letters are the face of a company, which is that letters carry the brand image with it, and therefore to make sure that the brand image is retained well utmost care needs to be take.

Letter Type 1 ---- ENQUIRY

Introduction

A letter of enquiry is written to ask about goods or services that you may require. In this, state your purpose and ask for the price list, quotation, sample, etc. It is a letter from a prospective buyer to a seller.

Letters of enquiry are of the following types:(i) Unsolicited enquiries: These are made at the buyer's initiative. (ii) Solicited enquiries: These are made when the seller solicits (i.e asks for) enquiries throughadvertisement or otherwise, (iii) Requests for special terms or concession, (iv) Routine enquiries by existing customers in continuation of the business process.

Guidelines for Drafting a Letter of Enquiry

(i) State clearly and briefly what you wish to buy and whether you want general information, price list, a catalogue or a quotation, (ii) If there is a limit upto which you can pay the price, do NOT mention that in the letter of otherwise the seller may be inclined to hike the price to that limit, (iii) Most suppliers state their terms of payment and delivery, so this need not be asked for unlessyou want a special mode.

Useful Phrases for Enquiry Letters Some useful opening lines for enquiry letters are:

We are interested in... and would be pleased to have... m

‘We are in need of... and shall be grateful if you send us...’

• You advertisement in.... interests us and we would like to...

• I understand that you are dealers in/manufacturers of... and would request you to send us your catalogue of...

Some useful closing lines are:

• Your early reply will be appreciated.

• In your reply please include the delivery details.

• Please inform how soon you can supply the goods as we require them for our immediate needs.

• If your goods find acceptance with our customers, we can place regular and large orders with you.

Specimen Enquiry Letter:

Blue Bell OrphanageNagpur.

To, The Manager,XYZ LtdNagpur

Date: 21st May 2009

Subject: Enquiry regarding ready-made garments of your brand.

Respected Sir/ Madam;

We are looking ready-made garments that could be used for our orphanage, and that’s the reason that these garments should be available in bulk quantities.

Could you please tell us all that you offer in the ready-made section of your brand, and all the information required. Also please send us a catalogue of your garments preferably with their price list.

Thanking You,

Mr. Sinha,In-charge

Letter Type 2: QUOTATIONS (REPLIES TO ENQUIRIES)

IntroductionWhen you receive an enquiry, it is like walk-in business. You must answer it promptly and to your advantage. If it is from an established customer, you can state how much you appreciate it. If froma new source, it can be the beginning of a lasting and mutually beneficial business relationship.A quotation is an offer to sell goods at a given price and upon the stated conditions. That enables the prospective buyer to know where the seller stands in the deal.

Guidelines for Drafting a Quotation

(i) Thank the enquirer for his interest.ii) Give details of price, discounts and terms of payment.iii) Indicate whether the price includes packing, insurance, freight etc. or they are to be charged for separately.

iv) State the date of delivery.

v) Give the date upto which the quotation is valid, like offers, schemes etc.

vi) Solicit business by hoping for an order.

Useful Phrases For Quotations

Opening lines for replying to enquiries

Thanks for your letter of enquiry dated............... As requested, we enclose

In reply of your enquiry of..................... we are pleased to send you, by separate post.

We are happy to learn that you are interested in...................

We are pleased to receive your enquiry of............ for...................

Some Closing Lines

We look forward to receiving your valued order soon.

You may contact us over the phone or by e-mail also for any further details.

We hope to hear from you soon and shall attend to your orders promptly.

I hope the samples reach you soon and eagerly look forward to receiving your order.

Reply to Above Enquiry letter:

XYZ LtdNagpur

To, The In-charge,Blue Bell OrphanageNagpur.

Date: 29th May 2009

Subject: In reply to your Enquiry regarding ready-made garments of our brand.


Thanks for your enquiry dated 21st May 2009 about your ready made garments. We manufacture jeans, and ‘T’ shirts under our brand name

We would also here like to draw your attention to our Trade and quantity discounts, you can avail of.

Attached please find as on your request the catalogue with all the information with the prices.

We shall be very pleased to receive and attend to your order.

Thanking You,

Mr. Shah,Manager.

Letter Type 3: Placing Orders

ORDER

Introduction

In the trade cycle, once a price or quotation is found acceptable, the next logical step for the buyer is to place an order, and for the seller to fulfil the order. Here we shall study the correspondence that accompanies these transactions.A letter of order is a legally binding contract, hence it is to be written with proper caution. If an order is sent over the telephone, it is desirable to confirm it in writing.

Guidelines for Placing an Order

(i) You should place an order in firm and clear language. Your ‘You’ attitude to the seller requires this.

(ii) Even if stated in earlier correspondence, give a detailed, exact and full description of what goods or services you wish to have. This includes details like size, make, quality, colour, reference number (from the catalogue), identification number, etc. These should not contradict what you have written earlier and what the seller has offered. Hence a proper study of the previous correspondence is necessary while placing the all-important order. You may enclose a photocopy of the quotation which you have accepted for placing your order.

(iii) Mention the quantity you wish to buy and give a reference of the price list or state the price at which you wish to buy.

(iv) Clarify the mode of payment. If you are a regular buyer, the seller would know. If you are a buyer on credit, he may debit your account for settlement according to set norms. In other j cases, follow the seller's desired mode of payment. If an advance is desired, and if the seller \ is trustworthy, send it.

(v) If the mode of transport - rail, road, air, courier, etc. - is settled with the quotation or price list, I then you will have to accept it. In other cases, this needs to be mentioned.

(vi) The time period of delivery needs to be clarified. If you require the goods urgently, then state so. The goods are expected to arrive in reasonable time, but you should clarify what you consider reasonable time. In the case of seasonal or special-event goods, the importance of the time factor is self-evident.

(vii) State the address where you want the delivery of goods.

(viii) Normally, adequate packing is the supplier's responsibility, and may have been clarified in the quotation. However, if there is a choice or a special requirement of yours, then you should state the mode of packing of the goods.(ix) Make sure of your position as regards transit insurance of the consignment. If it is normally insured, fine. If special instructions are required for this, give them. Incidentally, when the price is c.i.f. - cost, insurance, freight - you know that the goods would be insured.

Printed order forms:

Some companies have printed order forms. They have the advantage that -(a) They may be numbered, making the referencing easy.(b) They make sure that all relevant information is indicated.They may have conditions printed on the back, but a reference to them is required on the front of the form. Even with a printed order form, a covering letter is desirable as it allows you to make any necessary point and confirm the terms of your understanding.

Useful Phrases for Placing Orders

Useful openers for placing an order

1. We enclose our order for 200 Ultra carburettor kits.

2. The accompanying order is for 30 inverters......

3. Thanks for your quotation and information leaflet of 2nd February in response to our email for them. We give below our order for...

4. I would like to place a trial order for Rite watches manufactured by Svatantra Udyog. Below are the details of our requirements.

Useful closers for placing on order

1. We hope to have a continued cordial business relationship with you.

2. I look forward to your acknowledgement/confirmation.

3. If the goods pick up in the market, we hope to place many more orders with you.

4. If the goods are sold out you may look forward to more orders from us.

Specimen Orders ( Order with respect to the above made enquiry)

Blue Bell OrphanageNagpur.

To, The Manager,XYZ LtdNagpur

Date: 03rd June 2009

Subject: Enquiry regarding ready-made garments of your brand.


We thank you for sending us your detailed quotation. We would to inform you that we are very pleased to place an order for 73 pairs of jeans of 36 size and 25 pairs of jeans of 30 size, and 73 ‘T’ shirts of Large size and 25 ‘T’ shirts of Medium size.

Please ensure that the consignment is at our cost. Also make sure that the goods are despatched so as to reach us at the earliest. Please send us all the documents through our bankers, Bank Of India, Sitabuldi, Nagpur

Thanking You,

Mr. Sinha,In-charge

Letter Type 4: PLACING ORDERS AND THEIR FULFILMENT

FULFILMENT OF ORDERS

Introduction

An order must be promptly acknowledged, especially if the fulfilment is going to take some time. This may be done by -(a) Writing a letter, or(b) By sending a printed acknowledgement card.

Guidelines for Responding to an OrderThe acknowledgement has the following objects:

(i) Thanking the customer and building goodwill,(ii) Legal acceptance of the terms of the order. (iii) Reference to the date of receipt of the order.iv) Stating when the order will be fulfilled and the likely date of delivery. v) Putting in a clause about getting further business and continued support from the customer.

Useful Phrases for Accepting an Order

Useful openers for acknowledging an order:

1. Thank you for your order no. 12858 dated 29th February, which we received today. Theorder is being filled immediately and may reach you by courier by March 5.

2. Your order for a paper manufacturing machine is being readied and will be despatched by 10th September.

3. We are pleased to inform you that your order for plastic drums is receiving our immediate attention. The goods will be despatched by Saturday and we note to inform you by phone when this is done.

Useful openers for fulfilling an order

1. Your order no. 1258 of / March is already despatched by a TCI truck and the documents have been sent by speed post to your banker.

2. We are pleased to advise you that your order for medicines has been shipped by air today. The documents are enclosed to this letter.

3. Your order no. GK-102 is being sent by a special truck today, to arrive in Raipur within three days.

Useful closers for acknowledging/fulfilling an order

1. We hope to receive more business from you.

2. It is a pleasure to do business with you and we hope to hear from you soon.

3. Once again, thanks for your order.

4. We feel confident that you will be completely satisfied with these goods and find them very good value for money.

5. We hope there is a good take-off of these goods in your area.

Specimen Replies to Orders1. Acknowledgement of an order

XYZ LtdNagpur


Date: 29th May 2009

Subject: In Acknowledgement of your order placed with us.


Thanks for your order dated 03rd June 2009 of the prescribed garments.

We confirm the supply at the price stated in our last letter. We are arranging to send the consignment at the earliest. We hope that our goods will match up to your expectations and satisfaction.

Hoping to have continued business with you.

Thanking You,

Mr. Shah,Manager.

Sample Other Letters

Offer for an alternative product.

Blue Bell Orphanage,Nagpur.

To, The Manager,Gaysons,Nagpur.

Date: 10th June 2009

Subject: Request for an alternative product.


Thanks for your order dated 03rd June 2009 of the prescribed garments.

We have been currently updated that we now require 73 long skirts of 36 size and 25 long skirts of 30 size.

We regret the inconvenience caused from our side, and plead to make the necessary changes in placed order with you.

Thanking You,

Mr. Sinha,Manager.

Letter for Cancellation Of Order

Blue Bell Orphanage,Nagpur.

To, The Manager,Gaysons,Nagpur.

Date: 29th May 2009

Subject: Cancellation of Order.


We are very to cancel the order placed with you, for official reasons. Please send us your damages charges, through our bankers, Bank OF India, in order that we may reimburse your charges.

We again apologize the inconvenience caused.

Thanking You,

Mr. Sinha,Manager.

Letter 5—Complaints

Introduction

Sometimes the goods/services that you buy are delayed or not upto the mark and you have to lodge a complaint with the seller so as to get an adjustment (i.e. redressal of complaint).A complaint letter is to be written as the receiver would like to receive it. It should not be an angry or emotional outburst. Hence, it is to be written calmly, with the assumption that the complaint is going to be corrected. It is written tactfully, with due consideration for the feelings of the receiving party. You must also bear in mind the possibility that the party which receives the complaint letter may be different from the one responsible for the complaint. Thus, we need to avoid expressions like -/regret to report that......We're quite surprised to find that... It appears that enough care was not taken...

We should also be open to the possibility that the complaint may not be genuine but the result of some misunderstanding on the complainant's part.

Guidelines for Writing Complaints (Claims)

An effective complaint letter is well grounded in facts and is worded firmly but courteously. Here are some tips for writing it:

(i) Write a complaint letter immediately. If time is lost, the party at the other end may havedifficulty in investigating. (ii) Do not assume that the supplier was to blame. The true cause of the complaint may beelsewhere.(iii) Make a thorough enquiry and investigation at your end and make sure you have a valid ground for complaint. Also, when writing to the supplier, give all necessary details like date,invoice no., item or items, and the exact nature of complaint,

(iv) Ask for a specific remedy or adjustment to solve the complaint, (v) Avoid being rude or sarcastic, (vi) Address the complaint to the department designated for the purpose, e.g. Customer Relations Department.

Various causes for complaints on the part of customersSome of the major causes for complaints in ordinary business are:

(i) Wrong goods have been supplied.(ii) The service received is not up to the mark or as agreed.(iii) The quality of goods is not satisfactory.(iv) The goods are received in a damaged condition.(v) Higher prices are charged, (vi) There is a delay in supply.

Useful Expressions in Writing Complaint Letters

Openings• Our order no. T-125 dated.... has not been delivered yet.

• We have to inform that our order dated.... is already 7 days overdue.

• We have to advise that your parcel dated... against our order no. GB-445 was received in a damaged state.

• Upon examination of the consignment sent by you on... we find that the goods are short ty. 10 pieces.

Closing phrases

" We hope you will please examine the matter immediately and inform us when the goods ait\ likely to reach us.• Would you please explore how the damage occurred and make good the loss?

• Please examine the matter with your despatch section and let us know at once.

• We hope that you will make a suitable adjustment in this case.

Specimen Complaints

TYPE I: Complaint concerning goods:

Sadar,Nagpur.

To,The Manager, Excel Razors,Nagpur.Date: 10th March 2006

Subject: Wrong goods supplied.

Respected Sir/Madam;

On the 3rd of March 2006 I had ordered one dozen triple edge shavers of your company under my order no. A-113. On opening the parcel it was found that I had received double edge shavers. They will not serve any of my purposes, hence I have to ask for a replacement or refund.

Please advise me on how the goods may be sent back to you and a replacement obtained.

Thanking You,

Raj Mehta

2. Complaint concerning quality: If the quality of the goods received is not upto the promise of the supplier, you may justly reject the goods or the unsold part of the goods and seek redressal.

Sadar,Nagpur.

To,The Manager, Excel Razors,Nagpur.Date: 10th March 2006

Subject: Quality difference in our order


We have to inform you that in your consignment despatched to us dated 03rd March 2006, the diamonds rings supplied are causing serious problems to our customers who are purchasing them. The diamond is loosely fitted and tends to come out of the ring. After receiving two complaints from our first two sales, we have had to stop selling these rings.

By a separate insured parcel we are returning these rings to you for replacement with proper quality tested rings. You will surely agree that these rings are damaged in certain mentioned aspects.

Please advise us at the earliest of the steps which you will undertake to address our problem.

Thanking You,

Raj Mehta

3. Complaint concerning damaged goods: The complaint writer here finds that the damage to the is due to faulty packing, but tactfully writes to the suppliers without rubbing in the fault. The complaint stands on the merit of die facts.

Sadar,Nagpur.

To,The Manager, Excel Tyres,Nagpur.Date: 10th March 2006

Subject: Goods received in a damaged condition.


This is to bring to your notice that your consignment dated 3rd January 2006 contains 20 tubes that were punctured at the time of receiving them.

The parcel was accepted by us in the routine course. But upon opening it we discovered the fault and are unable to say how this could have occurred. You may, however, check up with your packing section.

The faulty tubes are kept aside and your representative may personally verify what we found with them. We hope you will replace them at the earliest.We hope to hear from your soon.

Thanking You,

Raj Mehta

ADJUSTMENT LETTERS (REPLIES TO COMPLAINTS)

Introduction

An adjustment letter is written in response to a complaint. It explains how the complaint will be remedied. The first step towards solving a complaint is to investigate the causes of the complaint and to assess your responsibility in the matter. Thereafter you may either grant an adjustment or refuse it

Guidelines for Writing Adjustment Letters

From the supplier's point of view, to solve the complaint, the following rules may be kept in mind:

(i) A customer is satisfied when the seller takes the stand that the customer is always right. Whether this is true or not, it is good to start an enquiry into the complaint assuming that he is right.

(ii) Acknowledge the complaint promptly. State that it is being investigated. Ask for details that may be necessary to check out the facts, including documentary evidence,

(iii) If the complaint is not valid, point this out without causing offence to the party. Appeal to his sense of reason,

(iv) If you notice an error on your part, acknowledge it and set the correction in motion. Inform the customer of this, with due apologies. This will placate the receiver's feelings.

(v) Explain the circumstances in which things went wrong, and state the company policy in such cases. This will define your role in solving the complaint,

(vi) Do not name the person who is responsible for the wrong. It is your internal matter. Accept the error on behalf of the company,

(vii) Thank the customer for bringing the error to your notice.

In letters granting adjustment, mention what adjustment you are going to give and whether it is partial or full. Conclude the letter with words of goodwill and assure the customer that you will be careful that such a thing will not recur.

In letters refusing an adjustment, you need more tact. This is done with an indirect approach. Before you convey your refusal to grant an adjustment, create an atmosphere of goodwill. Explain why an adjustment is not admissible. Say this in firm and clear words. Seek a continued good business relationship.

Useful Expressions in Writing Adjustment Letters

Openings

• We note with concern that the goods shipped to you on... have not reached you yet. Please accept out sincere apologies for the delay in the despatch of your order no.... dated...

• We regret that the goods under invoice no... dated... are short in quantity.

• We thank you for your letter dated... pointing out the unfortunate error of our despatch section in regard to your order dated...

Closing phrases• We are taking steps to remove the delay in supply of the goods and request you to bear with us.

• We apologise once again for the error and assure you of our best services at all time

• We trust this compensation will be satisfactory and hope to receive your continued goodwill and business

• We very much regret the inconvenience caused to you.

Specimen Letter

XYZ LtdNagpur


Date: 29th May 2009

Subject: In Acknowledgement of your complaint.


We are sorry to learn from your letter that a mistake has occurred in despatching goods to you. Our despatch section is under heavy pressure due to an unprecedented demand for our goods. All the same, we request you to get in touch with M/s Krishna Medical Stores, Fawara Chowk, Indore and obtain your replacement locally. For the inconvenience to you, please accept an extra shaver as a gift.

We thank you for bringing this to our notice and assure you of our closer attention to your orders in the future.

Thanking You,

Yours sincerely

Mr. Shah,ManagerSpecimen 2

XYZ LtdNagpur


Date: 29th May 2009

Subject: In Acknowledgement of your complaint.


Thanks for your letter dated 20th June informing us about the imperfection in the design of our rings. We have since tested these rings and agree that some if not all have a problem in manufacturing.

We would like to add, though, that this is quite an exceptional circumstance that has arisen in a newly opened section. Fortunately, now the staff and machinery in all our sections are ready to deliver the same reputed quality that we are justly known for.

We are sending you a replacement and a compensation for the postal expenses for returning the earlier goods.

We trust these goods will satisfy you and your customers fully and, in fact, positively delight them. We assure you of our best attention at all times.

Thanking You,

Yours sincerely

Mr. Shah,Manager.

Letter 6: Collection Letter

INTRODUCTION

Collection letters are written when you have to recover/collect your dues from a customer, for the goods or services given on credit. If the customer has not paid in time, it becomes necessary to remind him. This is a delicate situation, because on the one hand you want to retain the business relationship and on the other you want your money in time. Hence, tact of language is necessary to impress upon the customer (who may himself be in financial difficulties) to pay your dues anyway. In some cases, it is a reality of business that you have to accept part payment also.

GUIDELINES FOR WRITING COLLECTION LETTERS

1. Tact and restraint: To remind someone that he has failed to meet his financial commitment is a sensitive matter. Hence you have to use a language of tact and restraint. Moreover, you have to provide for two circumstances: that the payment is already sent/received but nol within your knowledge, or that the goods/services are unsatisfactory. The buyer may be facing difficulties in realising value out of your supplies. At the same time, some customers are habitually late or negligent. Therefore each case will have to be taken on merits.

2. Polite tone: A good businessman has his future business angle in mind and uses polite language in a collection letter. He avoids hurting the reader. Even if it is the last collection letter threatening legal action, good business requires that you be polite and use words like "with regret."

3. Show understanding of the customer's problems: If the customer is caught up in a difficult financial situation himself, has no ready money and has been unable to realise cash out of your goods, he may have good reasons for not paying or not being able to pay. As a collector of dues, you may have to get involved to some extent in his problems and find a common solution to get value for your goods. This sensitivity needs to be shown in your letter and overall approach to the collection.

4. Progressive steps in writing a series of collection letters: It may happen that one collection call is not enough to get your dues. The customer may wilfully or otherwise default on payment. The stages in writing collection letters in a series are:

(i) Formal reminder, assuming he will pay, in a mild tone.

(ii) A firmer and persuasive reminder stressing the necessity to pay here and now.

(iii) "Last resort" letter, which states that the customer must pay, otherwise legal action will follow.

FIRST STAGE COLLECTION LETTERS

At this stage the letter is a formal one. Even a printed form letter can be used. It is presumed that the customer just forgot to pay and will act upon the reminder at once.

Useful starters for first collection letters• We notice that your account, which was due for payment on... is outstanding in our books.

• We have to invite your attention to our invoice no... for Rs...

• We have to remind you that we have not yet received the balance shown against your name in our statement dated... amounting to Rs... which is now more than a month overdue. Closers

• We hope you will settle the bill by return.

• We look forward to your remittance within the next few days.

• In case you have sent the payment in the meantime, you may ignore this notice.

Specimen formal reminder

XYZ LtdNagpur


Date: 29th May 2009

Subject: Outstanding our invoice no........dated...........


This is to call your attention to our above invoice, the payment for which was due on 30th January 2006. A copy of it is enclosed for your ready reference.

We may remind you that you already have our best price on this deal and that you had agreed to settle the bill promptly.

It is possible that there may be some oversight in your accounts department, and now we have to request you to speed up the payment.

Thanking You,

Mr. Shah,Manager.

PERSUASIVE/ FIRM REMINDER

If the first collection letter does not bring in the payment after a due wait, a second letter is sent in about 15-20 days. In this letter the language is firmer but the tone is still polite. You are not to annoy the customer but rather seek his cooperation.

Some starters

• We see from our records that our reminder to you for payment vide our invoice dated... is to this date unresponded.

• We refer to our letter dated... requesting you to settle your dues.

• We have to remind you again of your dues under our invoice no... dated... for Rs,.., for which our first reminder dated... seems to be unresponded by you.

Closers

• We urge you once again to take this up on priority and settle the dues at once,

• We sincerely hope that this time you will take a serious note of the dues and clear them immediately.

• We trust that this impresses upon you the urgency of the matter and that you will act forthwith.

XYZ LtdNagpur


Date: 29th May 2009



We refer to our letter of... requesting you to settle the dues under invoice no... dated... and find that there is no reply yet. We hope you realise that this hampers our trade cycle and the money is required immediately. If, however, you have any special reason for not paying/ responding so far, you are welcome to have a clear dialogue with us.

In view of your past good record, we await the payment within the next few days.

Thanking You,

Mr. Shah,Manager

LAST RESORT LETTER/FINAL COLLECTION LETTER

If there is no response to the earlier collection letters, a final collection letter is sent according to the following plan:

(a) Record the past efforts for collection.

(b) Offer one more chance to pay.

(c) Mention the legal action that will be necessary if this request is also ignored,

(d) Set a deadline for payment.

Some starters

• We wrote to you on... and again on... for recovery or our dues vide invoice no... dated... with still no action from you.

• We have to say that our earlier requests dated... and,.. for settlement of our bill dated... for... remain unhonoured by you.

• We note with surprise and disappointment that our two successive tetters concerning the overdues from you in respect of our bill dated... are not answered.

Closers

• Now unless we receive our dues by... we shall have no option but to put the matter in the hands of our lawyers.

• Please treat this as our last request for payment in the matter before we resort to law. But we still hope you will act within a fortnight and pay up the dues.

• We still hope you will remit by... and save yourself the considerable cost andinconvenience of legal action.

• We have to remind you again of your dues under our invoice no... dated... for Rs,.., for which our first reminder dated... seems to be unresponded by you.

Closers

• We urge you once again to take this up on priority and settle the dues at once,

• We sincerely hope that this time you will take a serious note of the dues and clear them immediately.

• We trust that this impresses upon you the urgency of the matter and that you will act forthwith.

XYZ LtdNagpur


Date: 29th May 2009



We refer to our communications to you dated.....and.......... requesting you to pay your dues under the invoice nos..........dated......... We regret to find that the dues remain outstanding.

In the past we had regular payments from your side, hence we chose to remind you and wait for all these payments. The continued non-payment leaves us with little option but to ask our lawyers to handle this matter.

However, as a matter of further concession, we now request you to settle the account by the 10th of July 2009 and conclude the matter peacefully.

Thanking You,

Mr. Shah,Manager.

CIRCULAR LETTERS

Introduction

When the same information is to be sent to a number of people, circular letters are used. The occasion for sending them can be a development or instruction which is of potential interest to each receiver.While the body of the letter remains the same in each letter, it can be personalised by insertion of the name of the recipient, his address and use of appropriate salutation. Various computer programmes make this especially easy these days. Mail merge is such a programme.

Guidelines for Drafting a Circular Letter

You must keep in mind the topmost common interest of all the recipients and highlight it so that each recipient feels well interested in it and finds in it a personal message. You need to follow theserules: 1. It should be to the point.2. The main idea behind the circular letter on which you desire action should be presented in an appealing manner.3. Making the circular letter read as if it is written personally, is another trick for success. A letter need not be addressed as Dear Reader, Dear Customer, Dear Dealer, etc. It can be made more effective by using the name, e.g. Dear Mr. Chopra.4. Add force by using the You attitude. Circular letters are generally unsolicited letters, and to draw the reader's interest in them, the frequent use of you and focus on the reader's self-interest is necessary. Hence, you can avoid terms like our customers, all customers, our clients, everyone, etc. by rephrasing sentences.

Occasions for Writing Circular LettersSome of the more common occasions for writing circular letters are:

1. Expansion of existing business, as when starting a new line of activity

2. Establishment of a new branch or reorganisation of departments within a company

3. Introduction of a new product or service

4. Change of address, phone number, etc.

5. Retirement/appointment of a partner or new appointment to major posts like general manager, managing director, etc.

6. Seasonal discounts or schemes for add-on

7. Conversion of a partnership firm into a limited companyDear Mr. Sanjay Sinha

WE ARE AT LOKHANDWALA ESTATE ALSO NOW!

We are glad to announce that to serve you better, we are moving to larger and more hospitable premises in the upcoming market of Lokhandwala Estate from 15th March. Our new address will be:

25, DhanshreeLokhandwala Estate

Nagpur-440027.Tel. 0712-XXXXXXX, XXXXXXX

You will find the new location more easy to reach, with better parking facilities. There are handsome innovations in the office as well. We appreciate your valued patronage which has made this growth possible.

We look forward to meeting you at our new address and developing an even better business relationship with you.

Your sincerely

Mr. Shah.

Example 2A circular letter announcing discount

Dear Mrs Pasari

A fabulous now-or-never discount on SHINEX jewellery

Now SHINEX American Diamond Jewellery is yours at discounts ranging from 40 to 60%, A necklace whose regular price is Rs. 800 is yours for Rs. 400. Bracelets whose regular price is Rs. 550 are yours for Rs. 250. And 80 other items to choose from.This unbelievable offer is possible due to cancellation of an export order. It is open only upto 31 * August 2005. For the best choice, we suggest you hurry up as our estimates show a large demand for this offer.Our store timings are extended from 8 am to 9 pm to accommodate you better.So, look rich without being rich. Come soon to make the most of this now-or-never offer.Yours sincerely,

Ms. Kapoor.

SALES LETTERS

Introduction

A sales letter is a type of personalised advertising right into the customer's house. Unlike general media such as newspapers and public posters, it is sent to some select prospective customers whose list is prepared on the basis of their higher potential as customers. The purpose of a sales letter is to make the reader feel the need for an item and make him buy it. You take something desirable and convert it into a necessity; or you take a necessity and arouse a desire for it.

Guidelines for Drafting a Sales Letter

A sales letter, being a form of advertising, is framed on the principles of buyer psychology. It aims \ to grab the reader's attention and eventually make him buy your product.The time-honoured formulas for a sales pitch are coded as A1DA or IDCA:

A - AttentionI - InterestD-DesireA - Action OrI - InterestD - DesireC - ConvictionA ~ Action

(i) It must get the reader's attention by an effective appeal to his needs and desires,(ii) It must reveal the benefit of your goods or services to the reader, (iii) It should sound convincing. This is done by facts and figures, naming satisfied user^revealing die kind of technology used, the years of experience you have, the accreditationsyou have, free trials, etc. (iv) It must make the reader act and make it easy for him to do so. He may use the phone or email,to get in touch, or read your website, or visit your showroom or mail a postal order coupon,!The buying should be facilitated and the letter must tell how this is done. I

Drafting a Sales Letter on the Principles of A1DA

1. Attracting attention; A catchy and novel phrase that goes directly into the reader's interest! and desires is required to get his attention. In many cases this is the only sentence that is read. Herat in minimum words the letter writer has to hook the customer to his sales talk.

Tips• Begin with the customer and know what he wants.

• Stress value addition.• There is little room for going of the subject.• Draft letters according to the different customer categories.• Make things easy to understand.

Some attention-getters are:

(a) By asking a question -• Do you reach home tired?• Interested in making Rs. 50,000 a month?

(b) By offering bargains -• Benefits worth Rs. 7,000 on a brand new Savio car

"Our list of satisfied and repeat-order clients includes major government corporations like... and importers from Malaysia, Brazil, Afghanistan, Japan and Italy." Such a standing will surely put the customer at ease and he can rely on the experience of reputd names.However, in a sales letter it is against law to make false or exaggerated claims, and the words use for promotion must be backed up by performance.

4. Induce action: The closing note of a sales letter is an appeal for action and that too withoit delay, before the effect of the sales pitch wears off. Or before the opportunity to buy is over. You ca use phrases like this:• So send for a free prospectus now. Write or ring...• If you avail of this offer before 30"1 June, you can get the benefit of our special 10% discount.• The free music system on our car is only till the stocks last. So hurry up.• Fill in this order coupon and post it today with a DD for Rs. 1000.• To subscribe, all you have to do is, fill up the reply-paid postcard and pay the postrm on delivery.

Specimen Sales Letters

As we go to write sales letters, we must remember that the reader is looking for his benefit and tin reason why. This has to form the meat of your letter.

1. A sales letter promoting a magazine

Dear Mr. Kushwaha

The world-on-a-plate magazine

No other magazine delivers the world to you in 120 pages month after month as STORICA does..To be well-informed today, you need to know about the important people, places and events that concern you and influence your life in a hundred ways.Come, be a part of the global family and read about the future of the planet, the new emperors of entertainment, the scientific feats that are transforming lives, the habits you need to worry about, how to enjoy deeper marital bliss, where are the best workplaces for your talents...and a lot more.Our expert editors choose for you from their wide experience. The inaugural issue of STORICA had a record sale of 1,14,000 copies off the counters.This amazing magazine is offered to you at Rs. 600 per year (individual issue Rs. 75) with no risk to you. If at any point you are dissatisfied with the reading you get, you can cancel the subscription and get refund for the undelivered issues.All you have to do is fill in the attached subscription coupon and mail it to us in the accompanying post paid cover. You can pay the postman on delivery of the first issue.One thing more. If we receive your subscription before 31-10-2006,you will have a free gift of a PERSIST alarm clock. You also stand a one-in-50 chance to win a pair of ULTRONIC sunglasses.

Yours Sincerely,

Mr. Shah.

2. A sales letter offering a new product

Dear Shri Sunil Saxena

Alarm clock that will ring on till you wake up

There are times when all of us shut down the wake-up alarm and go back to sleep - and miss the train.Fortunately, this need not happen to you now - the new PERSIST alarm clock has a mechanism by which it gives a repeat alarm every five minutes for one hour. What is more, its sound is so soft and musical that you wake up from sweet dreams to a sweet day.In the rushed modern life, in which stress slows you down and time limits push you fast, PERSIST comes as a blessing to keep you ticking right on time. It uses advanced Swiss technology from the home of great watches, and melodies from musical maestros. It runs on one inexpensive pencil cell for about six months of normal use and is greatly shock proof.This revolutionary time-teller is a must for every house, a faithful companion in travel, and comes in 60 handsome designs.We enclose a list of dealers in PERSIST and you will find one right in your town at a convenient location. Be among the first to get there and race ahead of time.

Truly yours

Padma Khetan

Marketing Counsellor

Letter: Job Related Letters

LETTER CALLING A CANDIDATE FOR INTERVIEW

The letter calling a candidate for interview is essentially a direct - approach, good news letter, Through it the candidate comes to know that, out of so many applications received by the employer application figures among the short-listed ones.

An interview letter must clearly state the following points :

• Reference to the application/written test;

• Time, date and place of the interview;

• The authority before whom the candidate has to appear;

• Any instructions regarding the interview.

Sample letter:

PVS Ltd

Dear Mr/Ms ....,

We appreciate your interest in joining our company and thank you for your applications 10 July, 2009 for the post of Executive Assistant.

In this connection we are pleased to inform you that you are required to appear for a JXFJ sonal interview with the General Manager on 5 Aug, 1998 at 3 p.m. sharp.

Kindly bring all your original certificates and testimonials. No T.A. or D.A. will be paid for this purpose.

Sincerely,Mr. MehtaManager

THANK - YOU LETTER FOLLOWING THE INTERVIEW

A candidate is well advised to write a thank-you letter after an interview. It is just a i courtesy, but it goes a long way in strengthening his case. It shows his interest in thejobi ability to get along with people.

A thank-you letter should be short and written in the direct order. It should begin witlmpi of gratitude for the favour of interview. Needless to say it should end on a goodwill note.

Sample letter:

To,Mr. Mehta,PVS Ltd,Mumbai.Date: 15th July 2009

Subject: With reference to your letter calling for an interview.

Dear Sir/Madam,

I heartily thank you for the time you gave me yesterday. You were indeed so helpful and encouraging.As required by you I am sending with this letter photocopies of all my testimonials experience certificates.

I look forward to the possibility of my joining your team before long.

Yours faithfully,

Ms. Priya Gill

WRITING A FOLLOW UP TO AN APPLICATION

Often, for some unknown reason, the applicant may not receive a reply to his application letter. Some employers are not very quick to respond. Sometimes the application may also get lost. The applicant will naturally be anxious to find out what action has been taken in this regard and write a follow-up letter to the prospective employer.

A letter is in the form of a direct enquiry, short, courteous and sounding somewhat urgent. writer may use the need to make a job decision as an excuse for making such an enquiry.


Subject: With reference of seeking the status of my application for an interview.

Dear Sir/Madam,

As the time is approaching fast when I must make a job decision, may I know the status of my employment application with you?

You may recall, you interviewed one for the post of Executive Assistant in your office on 30 July. 1 was given to understand that I was among the few candidates selected for further consideration.

Yours is an organization I would like to consider in making my career decision. I'll very much appreciate an early reply.

Yours faithfully,

Ms. Priya Gill

LETTER FROM A PROSPECTIVE EMPLOYER TO A REFEREE

Before sending the letter of appointment the employer may like to seek information from a referee (ling the selected candidate's integrity, honesty, suitability for the post or any other thing. All communication in this regard is treated as strictly confidential.

A letter to a referee is therefore an information-seeking letter. So the writer must be clear about formation he is seeking from the person whom the candidate has named in his application can vouch for him. Such persons generally fall in the following categories.; The candidate's present employer, The head of the institution that the candidate last attended, c) An expert in the candidate's area of specialization/skills/course of study, and ') An influential person in industry or society.Sometimes the candidate is sent a form-letter which he is supposed to give to the referee for his The referee will then send it to the employer in a sealed envelope. Whenever such an is made the referee must send his reply as soon as possible. Withholding the reply may it the candidate a new opportunity.

Sample letter asking for reference:

Shri N.S. Pradhan, Manager Prakash Industries Ltd, Railway Road, Meerut,

Dear Shri Pradhan,CONFIDENTIAL

Miss Usha Gupta of 16/30, New Estate, Modipuram, working as a Typist in your c has applied for the position of a steno-typist with us. She has given us your name as her referee.

The Board of Directors, in their recent meeting, have decided to appoint Miss Usha from 1st July, 2009... In the meanwhile we wish to know from you, in confidence, your opinion her competence, ability, sincerity, honesty, trustworthiness and general character.

We shall be obliged to receive any other information relating to Miss Usha's employment with you.

Yours faithfully,R.K. Garg,Managing D' ectorGupta Engineering Co. (P) Ltd.,

A sample favourable reply from a referee

Dear Mr.Mehta,CONFIDENTIAL

Re : Appointment of Miss Usha Gupta

Please refer to your letter of 15th July seeking our opinion about Miss Usha Gupta i applied for the post of a steno-typist in your company,

Miss Usha has been working with us for the last three years. She is a lady of goodcj ter and has been found to be thoroughly honest. As regards her work and efficie was just trying to come up to our expectations. However, since she has taken up a i course in shorthand, so as to enhance her capabilities.

Yours sincerely,R.K. Garg,

LETTER OF APPOINTMENT

A letter of appointment is essentially a direct approach, good news letter. The good news in the very beginning of the letter. Reference may be made to the candidate's interview examination and group discussion followed by personal interview or the C.V, on the basis of which an offer may be made. It is an information- giving letter covering the following points.

• Congratulations to the candidate appointed / the employer's pleasure in makin• The date and time of joining.• The nature of duties.• Service conditions including duty hours, salary, allowances, perquisities etc.• The name /designation of the person to whom he is supposed to report for dat to be answerable,• Requesting the appointee to convey his acceptance of the offer.

Sample appointment letterPVS Ltd

Dear Puja;

We are pleased to offer you the position of a Production Assistant in our organiation effect from 1 April, 1998 at the following terms and conditions.

Terms Of Service

Salary: You will be paid a consolidated salary of Rs. 4,000/- per month.

House Rent Allowance : You will be paid a House Rent Allowance of Rs. 2,000/- per month from the date of your appointment.

Probation : You will be on probation for a period of six monihs from the date of your appointment. On satisfactory completion of this period of probation you will be confirmed in our organisation and a fresh letter of appointment will be issued to you,

General: You will not engage yourself directly or indirectly in any services or business other than that of the company. You will strictly observe and adhere to the rules and regulations of the Company as now applicable or will be applicable/enforced from time (time in future. You will also be expected to devote your whole time and attention to •duties to promote the interests of the company.

Confidentiality : You will maintain all information/documents/materials gathered by you ring the course of your employment in strict confidence. You will not copy or make notes of such information/documents except in conjunction with your work for the company. You will not divulge to anyone outside the company or use any of the information/ documents/materials gathered during the course of your employment for your own or anyone else's benefit, except that of the company's either during or after the term of your employment with the company. The aforesaid obligation shall also apply to pro-letary/confidential information/documents of third parties received by you or the company in the normal course of your employment with the company.

Copyright : The copyright in all the work product i.e. literary, artistic, photographic, n, videos, graphic, news or other work, documents, material and other tangible prop-written by you/generated by you during the course of your employment shall be and remain the exclusive property of the company. You shall return the same to the company on termination of your employment or at such earlier time as requested by the company. The work product shall be the exclusive property of the company and the company shall be free to deal with the same in such manner as it deems fit. Conditions pertaining to ownership of copyright shall be determined in accordance with the Copy-right Act, 1957. Any infringement of the company's

copyright in the said work by you voold amount to a misconduct which would result in the termination of service with penal consequences, apart from you being liable to be tried in the local courts in accordance with law.Responsibility : You will be responsible for the safe keeping and return, in good condition and order of all the properties and equipment of the company which may be in your use, custody or charge.Please sign and return the duplicate copy of this letter as your agreement to abide by the conditions listed here and in the Service Rules and Regulations of our Company which are enclosed

With Best wishes,Yours sincerely,Mr Mehta,GENERAL MANAGER

I have read the conditions mentioned in this letter and the Service Rules and Regulations our Company which I accept without any reservation.

Signature:.........................Name : ............................

Date:

JOB ACCEPTANCE /CONSENT LETTER

A job acceptance or consent letter is a favourable response, direct approach letter. It should, be a brief letter covering the following points :

•* Thanks to the appointing authority.

• Agreeing to abide by the conditions of service.

• If necessary, mention the date and time of joining.Some organizations take the candidate's acceptance on a copy of the appointment letter! the letter reproduced above

Sample letter :To,Mr. Mehta,PVS Ltd,Mumbai.Date: 23rd July 2009

Subject : Job consent letter

Respected Sir;

I thank you for your offer of appointment. I hereby agree to abide by the terms and conditions of service contained in your letter Ref............. of...................

I will be reporting for duty on ........................ in the forenoon.

Yours faithfully,Puja Gill.

JOB REFUSAL LETTER

A job refusal letter is an indirect approach letter. The writer of such a letter is well begin with a friendly comment or a few words of gratitude to the authorities for having made an offer. Then the refusal should follow in clear yet positive words. In the end, the writer in a word must put up of thanks or friendly talk.

Sample Letter :Mumbai


Subject: Job refusal letter.

Respected Sir;

It was indeed a pleasure meeting you at Gurgaon. I was deeply impressed by thew the people I met there and the pleasant atmosphere in the entire office.

I was especially impressed to receive the generous offer of appointment sent by you.] have loved to join your team had I not, in the mean while, accepted another job.I thank you again for the kind and courteous treatment shown to me.

Yours faithful,

Puja Gill

Extension of probationary period

Sample Letter

PVS LtdMumbai

To,Ms Puja Gill,

Date: 25th July 2009

Subject: Extension of probationary period

Dear Puja;

According to the terms of your appointment your present probationary period expires on October. However, I am to inform you that the Board has extended your probation for a period of 3 months from the 1st November next. This provides you an opportunity to come our expectations.

Please note that the terms of your appointment remain the same in the extended period of probation and your services will be confirmed at the end of the probationary period if your progress is found to be satisfactory.

Truly,Mr. Mehta,PVS Ltd.

Confirmation of services

Sample LetterPVS Ltd

Mumbai

To,Ms Puja Gill,


Subject: Confirmation OF Services

Dear Puja;

I am pleased to convey to you the Board of Directors' Resolution confirming your services in the Purchase Department from 01st August.

You will now be drawing your salary in the grade ......... You are also entitled to the Provident Fund Scheme of the Company and the various kinds of leave and Medical Benefits are available to the other confirmed staff of the company.I am sure you will continue working with the same efficiency with which you impressed the Directors during the probation period. I wish you a satisfying and rewarding future in the company.

Yours sincerely,Mr. Mehta,PVS Ltd.

Promotion Letter

Sample LetterPVS Ltd

Mumbai

To,Ms Puja Gill,


Subject: Promotional Letter.

Dear Puja;

I am pleased to inform you that you have been promoted as Secretary in the Shares Department of the company. You are requested to take charge of the new assignment on 15thAugust. In taking this decision, the Board of Directors have placed on record their appreciation of | the efficient, competent and sincere performance of your duties during the last 7 years, accept my hearty congratulations on your promotion.

Your salary-scale in the next cadre will be ...... and from 15th July. Your basic salary will be fixed at ........in the said scale. You will also be entitled to all other allowances andapplicable to the Executive Staff- II of the company. Other service conditions ren changed.

Please acknowledge receipt of this letter.

Yours sincerely,Mr. Mehta,PVS Ltd.

Resignation

Sample LetterMumbai


Subject: Resignation Letter

Respected Sir;

I hereby heartily thank you and all my colleagues in the Marketing Division of this organization that I joined a year ago as a Management Trainee. During this period I have learnt alot and gained a lot of confidence. I can safely say that this organization is a veritable institution where people learn to grow.

On the basis of my experience and expertise gathered here I am now getting an opportunity to join Ranbaxy Laboratories as the Asstt. Manager (Sales) w.e.f. 1st August 2009. Therefore, this letter of mine be be treated as my resignation.

I request you to kindly relieve me of my duties on 31st July so that I may take up new job on 1st August. May I hereby also assure you that 1 shall look forward to every opportunity to be of any help that 1 could render to my friends here.

Best wishes and regards.

Yours faithfully,

Puja Gill

Insurance Letter

A letter to the Insurance company to assess the loss by fire.

PVS LtdMumbai

To,The Incharge,LIC,


We are to intimate to you that a fire broke out in our godown at 15, Sadar , ThanaRoad, last night, 21st July, 2009. The fire service personnel did their best to control the fir and minimise the loss to the stocks.

We request you to kindly send your valuer to assess the loss and arrange for an early settlement. We are lodging a separate claim in the mean time.

Please look forward to an early action and fair settlement.

Yours faithfully,Puja Gill.

The insurer's reply to the above.

PVS Ltd

Dear Sir,

We acknowledge your letter of ............... and are very sorry to read about the damagecaused by fire in your godown.

We are here to help you. Mr. R.G.Arora, our fire surveyor, should already be on his way to complete 'on the spot' survey. He carries instructions to act as fast as possible. Your claim will be taken up for further action immediately on receipt of his report.Meanwhile, kindly fill in the enclosed forms to help us get a complete picture. Your co-operation with our surveyor to collect all relevant facts will be of great help to us.

Yours faithfully, Puja Gill

PVS Ltd

Dear Puja;

We have received our surveyor's report on the damage caused by fire in your godown , on,,,,.,.,.......... The claim forms submitted by you have also been processed and we find them correct in all respects.According to the report of our surveyor, the damage to your property is estimated at Rs. 80,500. Accordingly, we have enclosed a cheque on Canara Bank, New Delhi, for Rs. 81,750 in full settlement of your claim, including Rs. 1450 paid by you towards the cost of extinguishing the fire. Please send us a receipt for the said amount.We have also enclosed a fresh proposal form for renewal of insurance cover for your godown. Kindly return it to us duly filled in all respects along with a cheque for thepremium.

Yours faithfully,

Mr. Mehta

Import Export Letter

KOGAKUSHA & COMPANY 23, Central Street,

Tokyo Tel. (O) XXXXXX Fax. XXXXXX

15th January, 2005

Dear Sir

Thanks for your inquiry about KOGAKUSHA machines. As requested by you, we enclose our latest illustrated catalogue and price list. You may please refer to the pictures, diagrams and functions given therein. All these machines are patented by us and hence unique. They are sure to put you ahead of the competition in your country. They are guaranteed for one year.

As the rate list informs, we give a 5% trade discount on them, valid upto 31 March 2005. The shipment is against an irrevocable letter of credit through our bankers Bank of Tokyo. You

may state your documentary requirements. We would like to inform you that we sell these machines to 34 countries.

We look forward to the pleasure of doing business with you.

Yours faithfullyFor KOGAKUSHA & Co.Imura ToboMarketing Director (International)

Insurance LettersLetter to an insurance company inquiring about the terms and conditions for fire insurance

RELIABLE INDUSTRIES LIMITEDRegd. Office: 2, Kanpur House, Gandhi Street

MUMBAI-400001

Ref. No. AS-102

The Manager,ABC Insurance Company,24 Nariman Point,MUMBAI

19th August 2005

Dear Sir

Our company intends to take out a fire insurance policy to insure goods worth Rs. 70,00,000. We request you to send us the relative proposal form along with your terms and conditions.

Yours faithfullyP. K. Patil General Manager

Good Will Letters

Southern Bank LimitedNew Delhi

23rd July 2009

Dear Mr. Ahuja;

Your election as the President of the South Extension Trader’s Association was a great news. Please accept our congratulations on this occasion.

This position is a befitting culmination of years of your selfless service to the improvement of the South extension market and the welfare of the trading community in general . The association has done itself great service by electing you as the President.

I am sure that under your leadership the association will prosper as a cohesive unit committed to the welfare of the members as well as the society at a large.

Yours sincerely,

Condolence Letters

Dear Mr. Guglani;

I was shocked to read in today’s Times Of India that one of your shops was gutted in the last evening’s fire in Sadar Bazar. It is indeed such a misfortune, especially when Diwali is round the corner. I hope nobody is injured. Kindly let me know immediately if I can be of some help. Our shop at Dharampeth and the godown is always available for you. Since the repair work at your shop will take quite some time you could temporarily do business at either of our premises. We are just a call away.

All of us are with you in this time of need.

Yours sincerely,

Letter Of Condolence

Dear Bhagat;

We are all shocked to learn of the sad demise of your revered father this morning. We have no words to express our feelings after learning this. We can only say that we are all with you in this time of need, and pray for peace to the departed soul of uncle.

Please let us know if any kind of help is required we would be more than happy to help you and stand by you in this time of need.

Yours sincerely,

BUSINESS COMMUNICATION

NOTICEIntroduction: A Notice: Its Nature

We find notices in our personal as well as professional life. They can be formal or informal. Their purposes can be such as advising, informing and warning. A notice can be inserted (given) in the newspaper. But it is different from an advertisement, For example, an advertisement may be commercial but a notice is a general piece of information. Similarly, an advertisement can be written in catch words but a notice is in plain worlds and mostly in complete sentences.

Meaning of a Notice

A notice can be defined as a written or printed piece of information shown publicly. A notice can be a format made for conveying the same information to many people. The lay-out, tone and the presentation of a notice are very important. To show notices on a notice-board is an ideal way of giving out information which is not/ confidential. The notice board can be kept clean and up-to-date.

Reasons for Writing Notices

Notices are written for various reasons. Some of them are: i< to inform people to do or not to do certain things. ft to instruct or warn people about certain things. ift to advertise something.

". to give special information to people at places like railway stations, hospitals, schools and colleges.

Qualities of a Good Notice

Notices are necessary and important. So they should be effective. For this purpos we have to keep in mind the following factors. They are the qualities of a good noticei. A good notice is accurate, clear and brief.ii. It is correct, unambiguous, appropriate and in a polite language.iii. . It contains short words and short sentences,iv. It has an attractive lay-out. A dull lay-out makes a notice difficult to read.v. It has separate paragraphs for separate ideas. So it can be understood easily,vi. A good notice is interesting and attractive.vii. It is reader- friendly.viii. The size of the paper is neither too small nor too big.ix. The type or writing is be bold.x. It reveals its content clearly and impressively.

Contents of Formal Notice of Meeting

The contents of a formal notice of meeting can be given as follows:1. Draw an outline2. The word ‘NOTICE’ in bold and in the centre if the outline. 3. Name of the organization or meeting.4. Place of the meeting.5. Date of the meeting. (extreme right)6. Type of the meeting (Example: Committee meeting)7. Title8. Purpose of the meeting. Of these, "Place" and "time" factors are important.

Every idea or detail to be highlighted in a new paragraph. 9. Closing signatures, (along with the designation, extreme right) 10. Complete the outline.

The notice must be circulated or put up at a suitable place. Similarly, ample time should be given to people so that they may be able to attend the meeting. Generally, notices are circulated two weeks in advance.

Example

Imagine yourself to be the Sports Secretary of your college. Write a notice to be put upon your college Notice Board, regarding the Annual Sports meeting to be held in the next week.

Answer

NOTICE

Dr. Ambedkar College

Nagpur

10th April 2009

Annual Sports Meeting

This is to inform all the students that the college’s Annual Sports meeting is to be held on the 25th of April at 11:00 am in the Assembly Hall.

All the concerned are requested to attend the meeting and be on time.

Rajan Pal,

Sports Secretary.

AGENDA

General: Meaning of an Agenda

Conducting meetings is an essential feature of any professional body. On _ occasion of such a meetings, we come across printed agendas of the concern meeting. It is a list of the items to be discussed at the meeting. It is genera prepared by the secretary of.the__bgdy in consultation with the chairperson. The cop: of the agenda are distributed among the committee members before the meeting starts.

Ways of writing an Agenda

While writing an agenda, the following are to be followed:

Prior to Writing an Agenda

1. To make a list of the persons who are going to attend the meeting.2. To make a list of the topics which are to be discussed.3. To modify the list of the topics.4. To think over the motives for choosing the topics. Such motives are like seeking information or making a decision.5. Not to cram the agenda with too many points.

Finalizing the Agenda

1. To make a last of possible objectives for the meeting.2. To review the agenda with the objectives in mind.3. To choose one or two objectives and to make the final list of the topics and the persons.4. To put the topics in a logical order.5. To finalize the agenda.

Format of an Agenda

An agenda has typical form. Its standard format will have the following parts:

i. Heading: This includes the name of the body holding the meeting, the kind of the meeting, the place of the meeting and date and time of the meeting.

ii. Apologies for absence.

iii. Minutes of the previous meeting.

iv. Matters arising from minor items.

v. Special items: These items have origin in the following:• Minutes of the previous meeting.• Items received from members.• Correspondence, action and events since the last meeting.• The chairperson and other officers.vi, Correspondence related to the particular items of business.

vii. Any other Business: This gives a chance to the members to discuss after agenc is prepared.

viii. Date of the Next Meeting: The date which is convenient for majority ofti members is chosen.

Language of an Agenda

The language of an agenda depends on its type. The outline skeleton of an agenda has cryptic language. Only phrases and not sentences are used here. But in a new informative agenda the mixture of phrases and sentences is used. Similarly, t important features of the language of an agenda are:

1. Brevity or Economy2. Clarity3. Relevance4. Informativeness.

Karaleeya Co-operative Ltd

Chembur

A general meeting for all the members of Karaleeya Co-operative Ltd, Chembur, Mumbai has been scheduled for the 21st March 2009 at 10:00 am in the Board Room.

Skeleton agenda More information agenda

1. Confirmation of minutes of previous meeting.

He minutes of the previous meeting are attached, which was held on 18th December 2008. (substract 90 days from the today’s date of meeting and add the time and place of the

meeting of your choice)

2. Apologies for absence. Members apologize their absence.

3. Minutes of previous meeting.

The minutes of the previous meeting to be discussed in brief.

4. Matters Arising. 1) Rescheduling of work timings2) Distribution of work loads among various departments.

5. Consensus. Consensus: The members must agree to a decision consensually

6. Analysis of survey. The data / results of the survey reviewed and re analysed

7. Further plan of action. The further course of action is discussed.

8. Date of next meeting. The date of next meeting, is to be finalised.

9. Vote Of Thanks The Vote of thanks will be presented.

Mr. Khan,

Secretary.

Minutes

Minutes may be defined for our purpose as the written record of the proceedings, business transacted, and decision arrived at, by a meeting of the directors or shareholders of a company. In brief, the minutes are an authoritative record of the business of the meeting. In other words can also be defined as

Minutes are the written record of important discussions held and decisions taken at the time of a meeting. Minutes usually contain the main points of discussion, the conclusions reached, tasks given to individual members and such other factors. They are generally written by the secretary of the organisation. Minutes are written to serve as an aid to memory. They also act as a means of information for the members who were absent at the meeting.

The essentials of good minutes-writing are:

1. Accuracy: As the minutes may subsequently be required as evidence in court of law, they must be accurate. Any inaccuracy in the minutes is fatal to their value and usefulness.

2. Free from ambiguity: Minutes should give the full terms of resolutions and avoid over -condensation, lack of clarity or in exactness. Dates, numbers, amounts, quantities, etc., must be clearly stated, and documents must be clearly identified. If the meeting gives any direction or instructions to be carried out, the officials receiving such directions or instructions must be named or otherwise described, so as to indicate with certainty that are intended.

3. Precision and conciseness: Minutes must be brief but comprehensive. They must set out exactly what was done and no more, so that members who were absent may, by reading them. fully understand what was done at the meeting. They should not be overburdened with redundant statements or matters.

4. Completeness: Minutes should be complete so that it may be safely assumed that any matter not mentioned in the minutes was not dealt with.

5. Index: Minutes should be indexed for ready reference. A convenient arrangement is to give each minute a marginal title consisting of a few words (e.g. Finance, Borrowing, Appointment of Managing Director, etc.), and to number all minutes consecutively right throughout the book. This greatly facilitates cross-referencing.

6. Use of past tense: The past tense should be used to narrate things that happened at the meeting, viz. "It was reported that," and past perfect tense for things that happened prior to the meeting, "The chairman reported that the company had sent an application on.............to the Controller of Capital Issues seeking his approval to the issue of bonus shares, etc." Minutes should always be looked on as legal documents; they should contain no more and no less than what is really necessary. It is customary to record in the minutes votes of thanks to the chairman, directors, staff, etc. Minutes consist mainly of resolutions and narrations. The former consists of decisions of the meeting, arrived at by voting upon a motion. A resolution should be minutes in the form. "It was resolved that..,......" If, as is often the case at Board meetings, a decision is arrived at by common consent without voting, it may be recorded in the form "It was agreed that......" Not all items of business require resolutions to record them, e.g. recording that the minutes of the previous meeting were read and signed by the chairman, or recording the vote of thanks to the chair. Narrations record items of business not calling for the framing of a formal resolution. These are known as minutes of narration. Some items of business do require formal resolutions and are known as minutes of resolution, e.g. where the Act or the articles require that some acts or transactions shall only be on the authority of resolutions passed at a general meeting or a Board meeting. Some minutes are recorded partly by narration and partly by resolution.

Content of the Minutes

The minutes generally contain the following items:i. Name of the organisation.ii. Date, time and place of the meeting.iii. Serial number of the meeting.iv. Chairman's name.v. Members names.vi. Minutes of the last meeting.vii. Summary of discussions and decisions takenviii. Date of the next meeting.

Example

The following example of the minutes of a meeting gives us an idea of the content and nature of the minutes:

BARON CLUBMARUTI MANZIL, GLARE ROAD BYCULLA,

MUMBAI

MINUTES *

A meeting of the Executive Committee of the Baron Club, Mumbai, was held at the Maruti Manzit, Glare Road at 4 p.m. on 20th of September 1999.

Present: Mr. Gandhar Chaubai, Chairman, Mr. Sameer Shivgar, Ms. Durva Kulkarni,Mr. Akshay Pendse, Secretary -

Absent: Mr. Prashant Dixit,

Mr. Ravi Khanna

1) Confirmation of the Minutes of the Previous Meeting: The minutes of the Executive Committee Meeting held on August 4,1998 which had been circulated to members, and on which no comments had been received, were taken as read and approved, and signed by the chairman.

2) Life Membership: The application of Shri. Harish Wankade for the life membership was placed before the committee. The secretary pointed out that Shri. Wankade had sent a cheque for Rs. 3,000 and that the he had been a member of the club for the last five years. He was, therefore, qualified to be admitted to life membership of the Club. The following resolution was then passed unanimously. 3) Appointment of an accountant: The secretary reported that the work of the club had considerably increased. He proposed that a full time accountant be appointed. The Committee approved the secretary's proposal and directed him to take necessary steps for the appointment of an accountant in the pay scale of Rs. 2300-30-500-35-4650.

4) Annual General Body Meeting: It was decided to hold the Annual General Body Meeting on February 4, 1999, for approval of annual accounts, audited, and issue notice to members.

The meeting ended with a vote of thanks to the Chairman.

Mr. Gandhar Chaubai, Mr. Akshay Pendse,

Chairman Secretary

PRESS RELEASES

To keep the public or a target section of it properly informed about a company's activities, especially those of news value, it has to issue timely press releases. In these, mass media reporters are given the company's version. These releases are mailed, handed personally in the media office (to newspapers, magazines, TV channels, radio etc.) or presented at a press conference. The conference, whether in a hotel or a press bureau, allows the reporters to ask questions and clarify things even better. Companies use various methods to induce the newspapers to print their version. This may be by giving simultaneous ads (the bigger the ad, the more the coverage to the press release!) or through samples, customary gifts, etc.

Nature of a Press Release

Since it is meant for creating a news item or influencing an editorial, a press release is primarily informative and persuasive.

1. It is generally given on the company's letterhead by a responsible officer (PRO, general manager etc.).

2. It incorporates accurate, official information with names, places, figures, endorsements.

3. Skilled writers or ad agencies are employed for writing press releases.

4. Most newspapers have a business page where the press releases appear after conversion, into news items. Some companies try to give a draft that may be straightaway used as a news item, editing the press release from the newspapers' point of view. However, most companies prefer to use their own formula.

5. If it is to promote a product, the,AIDA formula (Attention, Interest, Desire, Action) is usetU j press release is usually supported by an ad either the same day or thereabouts. The terse and appealing message of the ad and the detailed message of the news (based on release) supplement each other's functions.

6. A press release can be supported by signed documents, statements, etc. which help I convince the newspaper about the truth of the release.

7. To get the press releases a good coverage, a company needs to maintain cordial with the media.

8. The PR department h$$ to follow up after giving a press release to ensure that it is reports!, duly and accurately. Some omissions can be critical to the company's image and interests instance, if a report omits the fact that the product is technologically the best (to; competing products and get their ads), the PR department has to get active.

9. A press release is part of a complex PR operation and requires much activity before, i alongside to make the best impact.

Functions of a Press Release

A press release is as much an opportunity for a company as a duty. Its chief functions are:

• It is an instrument of timely mass information. It can inform the public about the formation of a business house, its expansion, reorganisation, merger, collaboration, relocation, new appointments, etc. Press release at the time of a new share issue (initial public offer) can influence the fate of the issue and the company together.

• It helps to remove misinformation. For instance, when bird flu had struck, press releases told how safe chickens were for eating. This controlled the panic reaction of the public and prevented the destruction of thousands of birds.

• Since a press release is presented through a reportorial third party (newspaper etc.), it may carry greater convincing power than an ad.• While ad space is limited and expensive, a news item based on a press release allows the company to talk at length about itself.

• By devising something newsworthy every now and then, a company can remain in the news with regularity. It is an age of "publish or perish."

• Facts have the convincing power of cold logic. While these may look umimpressive in ads, they are the meat of a news report. Therefore, the facts in a press release are a necessity for winning public confidence.

• In times of strike, accident etc., if loud leaders carry the public opinion, a press release, supported by an intellectual medium, takes the wind out of them.

• Prompt and accurate press releases are a duty the company owes to its shareholders, investors, clients, franchisees, distributors, dealers, etc. Each has his own interest angle, as a user, dependant or financial partner, and he looks to the outcome of press releases. A press-mart company naturally surges ahead.

Composing and Delivering Press Releases

This is a job for persuasive writers. In organising a press release, the following points may be noted:

1. It should be prompt.

2. It should select the mass media to cover all concerned readers, viewers, etc.

3. The headline itself should sum up the story. Just as many readers browse only headlines, the news editor may also glance at a press release caption and decide about it.

4. A good headline should be followed up by a lead (opening line) that gets into the heart of the story. This will keep the editor interested enough to read it through.

5. Since the news editor is an intellectual, he may not be impressed by gimmicky headlines or leads. They should appeal to him/her.

6. It should not hurt any interest group or the news editor's sense of values.

7. It should be neatly typed and be free from errors.

8. How a press release is presented is also important. It should get as close as possible to the decision-maker (about publishing it). In a newspaper office, it should reach the specialised desk and find the functionary in a favourable mood about it.

9. An ignored and delayed press release serves no function. Hence press cooperation has to be sought and there has to be a follow-up.

10. Some press releases are in two parts - a letter requesting the editor to publish it, and then the release itself.

11. The language of a release has to follow all the principles of effective writing discussed elsewhere (in chapters on letter writing and report writing) such as clarity, conciseness, completeness, use of simple language, and of course the sales formula (where applicable) of AIDA.

FIVE important facts to be delivered in a Press Release:

Who

What

When

Where

How

Why

Specimen Press Releases

1. Press release for informing the public about the safety of eating chickens

Covering letter

Sadar,New Delhi.

The Editor

The Times of IndiaNew Delhi

Dear Sir

To inform the public correctly about the safe food value of our chickens, we enclose a write-up giving the facts. We request you to publish it in your daily at the earliest, as the matter affects thousands of workers, dealers, chicken consumers and birds.

We trust you will, as always, support the cause of truth.

Thanks.Yours faithfullyPublic Relations Officer

Encl. Press Release

Enclosure

Press Release

VIGOUR chickens disease-free and safe food

Chicken consumers will be glad to note that they can go on with their favourite food as long as they stick to VIGOUR. VIGOUR chickens are grown in the bird-flu free state of Haryana. From the farm to the shopping bag they move in hygienic conditions. Our farms, spread over hundreds of acres of clean land, are backward integrated: there is centralised supervision of every stage of production using stringent quality control of international standards.

For better information of our consumers, we also inform them that at temperatures of 70° and above, the bird-flu virus cannot survive, hence food habits that ensure this (as in most Indian homes) automatically stay free from bird-flu. In case of any questions, the enquirers may visit us at www.vigourfarm.com or ring at xxxx xxx.

MEMORANDUM

A memo is an important method of internal communication. It is used internally only, A memo may be from one officer to another or between juniors and seniors. Some organisations insist that even small events and requests be recorded in the form of memos.

Its advantages are:• It is a simplified form of communication.• When things are in writing, they are quite clear and leave no room for doubt or ambiguity.• It helps in fixing the accountability of the sender and receiver.• With a written communication in hand, the receiver gets time and facility to think and act.

A memo is meant to inform or to persuade. It should clarify the writer's purpose and answer the receiver's needs. Otherwise it fails as a tool of communication.

How to write an effective memo: As in business letter writing (Chapter Five), there are three stages of memo drafting: pre-writing, writing, review.

Pre-writing: Answer the four key questions involved. What is the goal of this memo? Who will receive it? How many points should it cover and how? What action is desired from the receiver?

Write: Write down the memo in a systematic order. Attach any enclosures, photocopies, etc. that are necessary.

Review: Edit it for clarity, accuracy and brevity. Remove any errors of grammar, typing, facts, etc. Make sure it will go to all concerned.

Guidelines

1) Draw an outline.

2) Name of the company, in the centre and in Bold.

3) ‘MEMORANDUM’

4) Date

5) To: ( The person/s for whom this memorandum/a is/are being issued. (name & designation)

6) From: (The person issuing the Memorandum). (name & designation)

7) Reference No:

8) Subject: A line describing in a gist about the memo.

9) Extreme left start the matter to be written.

10) Cc/Bcc (if any) (extreme left)

10) Closing Signatures. (extreme left), (name & designation)

Solved Example:

Specimen memo from the managing director to the customer relations officer for not attending to a customer complaint

COMPEX CORPORATION

MEMORANDUM

Date: 1 June 2006

From :-. The Managing Director To: The Customer Relations Officer Ref:MD-106

Subject: Complaint from Pyramid Meg a stores

The Chief Manager of Pyramid Megastores has just telephoned me that his written complaint dated 28 May about the colour printers in their store remains unattended by us. You must be aware that they are a valued customer of ours and their work of promotions is hampered. When we are on a business drive, you will surely appreciate that good after-sales service and satisfied customers form a major boost to this drive. I trust you will resolve the complaint without further loss of time and keep me informed.

CcMr Khan,HRM Manager

Ms. Neha Malhotra,Managing Director

QUESTIONS

Q1. ) Prepare a Press Release cautioning and notifying the public against the unauthorised use of your company’s trade mark.

Q2. ). A meeting of the Board of Directors of the Motilal Oswal Group was held on 5th February 2011, at its corporate office. Imagining that you were the sectary of the meeting and in attendance, draft out a detail minutes of the meeting, assuming the following agenda:

5.01 Reading of the Minutes of the Previous meeting

5.02 Election of the Vice Chairperson

5.03 Appointment of Auditors

5.04 Appoint bankers to the company

5.05 Consider the seal of the company.

5.06 Any other matter with the permission of the chairperson.

Q3. Draft an ‘Agenda for Meditrena Hospitals assuming the following details: Acquisition of land, Appointment of Auditor, Reading of report, Opening of new branch at Goa, Procurement of funds. (Invent all the necessary details required).

Q4. Draft a well crafted E-mail directed in response to Complaint and Grievance registered against the unsatisfactory services provided by your Hotel. ( Invent the necessary details)

Q5. Write a Sales Letter promoting a newly opened gym in the city.

Q6. Draft a ‘Memorandum’ to the Science department of the college stating that the Intercollegiate Function is to be held.

Workbook SEM III

Documents

Transcript of Workbook SEM III