business letters and reports

8/3/2019 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

business letters and reports

Documents