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Transcript of Business Letters and Reports
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Module 4Module 4Business Letters And
Reports
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To be coveredTo be covered --
Introduction to business letters
Writing routine and persuasive letters
Positive and negative messagesWriting memo
Reports- Purpose, kinds , objectives of
report writing
Report writing
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IntroductionIntroduction
o Letters, Memos and e-mails are brief pieces of
communication.
o They are so short that most people hardly think it
necessary to spend much time.
o Infact its most important to be careful when writing
these, because these small pieces carry with them
vital information.
o Hence there are 2 things to bear in mind
What is the exact message ?
How will it affect the receiver?
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LettersLetters
Letter is a form of written communication whichcontains a piece of information which is intended to a
person in particular.
Its the only reliable means of communication betweentwo persons in different locations.
There are various types of letters
Routine letters.
Information letters.
Business letters.
Personal letters.
Application letters.
Query letter. etc
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Routine lettersRoutine letters
Routine letters are mainly based on human
psychology.
This kind of letters can be used in the following
situation Routine claim letters and yes replies.
Routine request letters and yes replies.
Routine order letters and yes replies.
Major IdeasClosing
thoughts
Details or
explanation
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Routine claim letters and Yes replies
y A claim is a demand or request for something to
which one has a right.
y Examples refund, payment for damages,
replacement, exchange and so on.y A claim letter is thus a request for adjustment.
y Keep in mind
x Request action in the opening sentence.
x Give reasons supporting the request or action.
x End by appreciating or thanking the addressee
for taking the action requested.
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Sample 1Sample 1 Return of a product which wasReturn of a product which was
found defectivefound defective --Bangalore
18thNovember 2011
ABC Company
581. Link road,
Gandhinagar, Bangalore 01
Dear Sir,
I am returning a pair of Rayban sunglasses(Aviator Model 281),
which you sent me as per my order on the 11th of November, 2011. You
will notice there is a scratch on the right lens. As the lenses is
guaranteed against imperfections, I m returning it to you.
Would you be able to send me a new pair of glass as soon as possible? I
have enclosed a copy of receipt I received with the sunglasses when
they mailed it to me.
I shall appreciate an early exchange.
Yours truly,
Rahul
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Yes reply to the mailYes reply to the mailABC Company581. Link road,
Gandhinagar, Bangalore 01
November 21, 2011
Mr. RahulAddress :
Dear Rahul,
We would be more than happy to replace the Rayban sunglasses(AviatorModel281), as requested in your mail. When we made the sale we hadpromised for a guaranteed lens and hence we would be able make thereplacement.
Our sales representative will call you in the next few days and let you knowabout the details of replacement. We appreciate your mail calling this
situation to our attention.We guarantee our customers full satisfaction.
Yours sincerely,Mohith SinghSn. Sales manager
LPQ Technologies
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Write a mail in response to the mail you
wrote on Saturday.
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Routine Order letters and Yes replies
y An order means methodical request for regular
arrangement.
y Routine orders should be explicit and through.
y They should be very clear about what they expect by
giving complete details of the product.
y This would include specifying Time of delivery,
Quantity, Quality, Color and any other specifications.
y There should be no ambiguity or confusion.
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Sample 2Sample 2 -- Routine Order LettersRoutine Order LettersMarina Interiors
B-27, Nrupatunga road,Bangalore
November 22nd, 2011
Metro Office Products12, Andheri WestMumbai 4000012Attention : Order department
Dear Sir,Please send me the following office supply as listed in your July Catalogue 2030-
Kindly charge these to the Marina Interiors account. We would appreciate quickdelivery of these products.
Sincerely,Akshay Kumar,Office Manager.
Quantity Code of the Product Details Size
08 Packets D 33E-0886 Colour Files Letter size
04 boxes D 33E-0276 Square Box files Capacity 2
24 No. D 33E-3325 2 Ring binders A5
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Write an email to
Mona Hardware ,
Wholesaler dealers in pipes and electrical.
#B-82, Andheri east, Mumbai 400032.
Order for 4 bundles of 3 wired wire, 7.8 inch
PVC Full length black color pipes, 80 L shaped
bends, 100 T shaped bends.
Also, enquire for the new CPVC pipe details.
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Routine Order LettersRoutine Order Letters -- replyreplyMetro Office Products
12, Andheri West
Mumbai 4000012
23rdNovember, 2011
Marina Interiors
B-27, Nrupatunga road,
Bangalore
Dear Akshay,
We are more than happy to receive your order. All the ordered material are available
has been dispatched to you on the 22nd of November. You could expect it by the 25th
of November 2011.
A receipt of Rs.8000/- which includes all taxes has been attached with the mail. The
cost has be credited to Marina Interiors account as per your request.Thank you for your order and please let us know if we could be of any service in the
future. For your convenience I am attaching a copy of the catalogue of November.
With best regards,
M N Sharma
Sales Manager
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Instead of
We are more than happy to receive your order. All the ordered
material are available has been dispatched to you on the 22nd of
November. You could expect it by the 25th of November 2011.
You could also say
The following order has been dispatched to you on the 22nd of
November by Smooth Service cargo:
Quantity Code of the Product Details Size
08 Packets D 33E-0886 Colour Files Letter size
04 boxes D 33E-0276 Square Box files Capacity 2
24 No. D 33E-3325 2 Ring binders A5
Then the next paragraph can continue.
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Essentials of good business letters orEssentials of good business letters or
MemosMemos
Simple One main
subject in one letter
Clear - one idea in
one paragraph
Clarity
Concise
Should have astandard and neutral
language
Portray good attitude
Sincerity and tone
Confidence
Enthusiasm
Humanity
Emphasis
Planning for whatyou write
Rewriting or revising
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WriteWrite aa letterletter assumingassuming thatthat youyou areare thethe
HRHR (Emphasis(Emphasis SoftwareSoftware Technologies)Technologies)
toto Mr Mr.. RohitRohit,, thatthat hehe hashas beenbeen selectedselectedforfor thethe positionposition ofof ProjectProject ManagerManager ofof
youryour companycompany..
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Letterhead
DateInside address
Subject :
SignatureName
Designation
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MemoMemo
A hard-copy (sent on paper) document.
Used for communicating inside an organisation.
Usually short.
Contains to, from, date, subject headings andmessage sections.
Does not need to be signed, but sometimes has
the sender's name at the bottom to be more
friendly, or the sender's full name to be moreformal.
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Excel Corporation
Internal Memorandum
To : All employees
From : Kapil Kumar, Head Administration
Subject : Misuse of office telephones
In view of the high administrative costs, we have revised our policy on theuse of office telephone. Office telephones have been used for personal
communication.
The use of office telephones for personal calls is against the companys
policy. We realize that this may be a convenient solution, so employees
can now use office telephones for personal calls by paying for each call.
The details of charges for local and outstation have been put up in thenotice board.
Kapil Kumar
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Write a memo to all the employees in
ANZ company telling them about
the new government rule about no
smoking zones inside the office
premise.
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Uses of MemosUses of Memos
To provide information.
To issue instructions.
To convey a policy decision. To offer suggestions.
To record / report an agreement.
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Memo, or memorandum, is a written proposal or
reminder.
A circular is a statement, or advertisement (usually
printed on a page or in a leaflet), intended for wide circulation(distribution).
A letter is a formally written message, addressed to a
person or organization.
And a notice is an advance announcement,containing information about a future event, or
course of action.
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Report WritingReport Writing
A report can be defined as a communication in
which the writer gives information to some
individuals or organization because it is his or her
responsibility to do so.
It is an assigned communication for a purpose and
for a specific receiver or a reader.
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Purpose of a reportPurpose of a report
Report is primarily a source of information to the
management or an individual to help in decisionmaking. It can be offered for using solutions to a
business problem. The purpose can be
To give information about a companys activities,
progress, plans and problems.
To record events for future reference in decision
making.
To recommend specific action
To justify and persuade readers about the need for
action in controversial situations.
To present facts to the management to help decide the
direction the business should choose.
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Objectives of a reportObjectives of a report
To provide information about a companysactivities, progress, plans and problems.
To record events for future reference.
To recommend a specific action.
To justify or persuade readers about the need
for action in controversial as situations
To present facts to the management to help
decide the direction the business should choose.
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Kinds of reportsKinds of reports Statutory reports- Annual reports, Auditors report
Routine reports- written at regular intervals of time ( Annualreports, Monthly sales statements)
Special reports- Reports concerning special situations( Report on labour strike, feasibility report)
Committee reports/individual reports
Laboratory reports/ Technical reports
Informal reports
Formal reports
Confidential reports
Press reports
Information reports ( Progress reports, sales reports)
Analytical reports (recommendation report, Proposal reports,Justification reports)
Market reports, Accounting reports,
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Kinds of reportsKinds of reports
Clarity Consistency
User oriented
Objectivity
Accuracy
Brevity
Interesting
Relevant
Tone
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The parts of a report (Long Formal Reports)The parts of a report (Long Formal Reports) Cover
Title page
Forwarding letter/ Letter of Transmittal ( Birds eye view of
the report )
Acknowledgements
Preface ( Reasons for taking up the study, important findings,
used, problems faced during the study) Table of contents
Executive summary
Introduction
Discussion/Description
Conclusions Recommendations
Appendix- Information supporting the data
Bibliography
Glossary
Index
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5 Steps to Report Writing5 Steps to Report Writing
1. Define the problem
2. Gather the necessary information
3. Analyze the information
4. Organize the information
5. Write the report
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Short Management ReportShort Management Report
Letter Head
Date
Terms of reference
Procedure
Findings
Conclusion
Recommendations
Submitted by
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Rewriting stageRewriting stage -- Steps in Business report writingSteps in Business report writing
1. Pre writing stage
Establish the purpose of writing the report
Determine the intended readers of your report
Collect the background research materials
Collect other information through personal observations, interviews
and questionnaires
Analyze and evaluate the collected data
2. Writing Stage
Outlining & organizing the matter in logical sequence
3. Rewriting stage
Observe the following points Coherent
Complete
Concise
Clear
Correct
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Short ReportShort Report
1. Title page.
2. It is in direct order beginning with a
summary or a statement summarizing the
whole content.
3. Presents findings, analysis, conclusions
and recommendations.
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Executive SummaryExecutive SummaryA detailed overview of a report which runs into one or two
pagesContents
Main points and important details
Findings
Conclusions & Recommendations Discussions
Abstract- Summary of reports most important points. Written in about200 words in just one paragraph.
Types
Descriptive Abstract- mentions only the topics discussed in thereport. No details are mentioned.
Informative abstract- Presents subjects, Conclusions andrecommendations.
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Imagine you are the secretary of MBA
department association. Draft an annual report
of activities conducted in your association and
submit it to your director Mr. Revankar , ABC
College of Management studies, Bangalore.
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Assume you are the regional sales manager of
southern region ofLakme India Ltd. There is a
drop in sales for the quarter ending October
2011. Write a report to GM (Sales) givingreasons for the drop in sales.
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As a secretary, draft a report on the
damage caused by fire at the factory, to
the Director, XYZ Paper mills(Pvt Ltd),Mysore.
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Using Diagrams and Visuals Aids in ReportsUsing Diagrams and Visuals Aids in Reports
Uses of
Tables
A table presents all the numerical data in rows
and columns. The most important things to note
when preparing a table are
Numbering all tablesLabeling each table
Column heads and sub-heads
Rows
Footnotes
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Uses of Graphics in reportsUses of Graphics in reports
Commonly used graphs are
Bar Charts
Line Charts
Pie ChartsHistograms
Pictograms
Actual Pictures
Maps
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Thank youThank you