CHAPTER 3:

WRITING EFFECTIVE
BUSINESS
CORRESPONDENCE

Prepared by: Group 2

Learning Outcomes:
At the end of the Chapter, the students should be able to:
1. demonstrate how communication works in business and in
organization;
2. compare personal and business letters;
3. evaluate and explain the characteristics and elements of a
business letter;
4. compose basic and optional parts of a business letter;
5. discuss and write different types of business letter;
6. distinguish different business letter punctuations and
styles; and
7. analyze and write a memorandum.
INTRODUCTION
Nowadays, due to revolution of technological advancements in
business, academe, and industry sectors, people are being
highly engaged in various daily communications through email,
texting, chatting, formal presentation, or even face to face
conversation. This phenomenon leads to unending quest on how
to communicate effectively to survive the digital era.
Although, no matter how technological the workplace may
become according to Roberts (1999), there will always be real
power in the written word. Technology hasn't eliminated the
need for people to write clearly, it's merely simplified the
writing process.
LESSON 1:

COMMUNICATION IN
BUSINESS AND
ORGANIZATION
 Good communication is the
bridge between confusion and
clarity.
- Nat Turner
Communication in Business

Effective communication is the key to success in

business. That is why business depends so much on
communication. People must communicate to plan
products; hire, train, and motivate workers; coordinate
manufacturing and delivery; persuade customers to
buy; and bill them for sale (Locker, 2006). Certainly,
communication can't be set apart from business for it
gives life and light to any business transactions.
However, presently, according to Steimle (2017), many
entrepreneurs become more estranged from their
teams, turn off partners, and lose deals all because
they lack basic communication skills.

Basically, business communication refers to how

people communicate, whereas organizational
communication deals with whom to communicate.
 Communication in business is a two-way process
that follows the common communication process of
sending and receiving messages. However, business
communication differs on the medium for it uses
paper, pen, typewriter, or computer to make the
message tangible to the receiver.
Communication in Organization
An organization according to Rosales et.
al (2009) is comprised of people who are committed to a
common goal and are ready to share information and
resources in pursuit of a desired goal.
Basic functions of communication
To inform
To promote goodwill
To persuade
 Formal and Informal Channels of Communication

1. Formal channel of communication follows the usual pattern

of an organizational chart where the superiors are classified
from the subordinates through connecting the lines of
communication to every member of the organization.
2. Informal channel of communication follows an unstructured
channel of communication where lines and patterns of the
organization are vague. This is sometimes referred as grapevine
because it usually relays more information than the formal
communication through chismis or rumor-mongering.
LESSON 2:

PERSONAL AND
BUSINESS LETTERS

More than kisses, letters mingle souls.

-John Donne
 Despite the numerous changes on how people communicate,
traditional letter writing remains the best way to communicate
among persons.

Personal Letters

is a written type of communication of an individual to

another concerning personal or family affairs rather
than business matters. This kind of letter does not follow
certain rules or structures and uses a less formal
wording or colloquial language.
Business Letters

is a formal type of written letter concerning business

transactions and other business related issues and
information.
This kind of letter must adhere to certain rules,
restrictions, and formats and must use a formal
language.
In addition, an effective busines letter should sound like
a person talking to another person.
Personal versus Business Letters
The Business Communication page posted eleven (11) comparisons of
personal letter and business letter.

1. Nature: Business letter or commercial letter is impersonal and

universal in nature. Personal letter is fully personal in nature.

2. Purpose: Business letter is exchanging various business-related issues

and information. Personal letter is exchanging personal or family-related
affairs and information.

3. Scope: Business letter scope is wide and contains various types of

business information. Personal letter scope is limited and contains only
personal information.
4. Structure: Business letter follows officially recognized structure.
Personal letter does not follow any recognized structure.

5. Formality: Business letter maintains formal rules and procedure.

Personal letter is informal.

6. Size: Business letter generally is concise in size and avoids irrelevant

matter. Personal letter may be concise or large in size.

7. Types: Business letter can be categorized differently. Personal

letter generally cannot be categorized.
 8. Salutation: Business letter salutation can be Sir, Dear Sir, Dear
Mr. X, etc. Personal letter salutations are Dear friends, my dear x,
dear x, etc.

9. Language: Business letter language should be easy and simple.

Personal letter language may be easy, poetic, emotional, etc.

10. Copy: Business letter copy of business letter should always be

preserved. Personal letter copy of personal letter may or may not be
preserved.

11. Method: Business letter uses direct and persuasive method.

Personal letter uses only direct method.
 The Technique of Writing Business Letters

1. Write from the "you" attitude. Every person is interested primarily in

himself and thus responds to a letter written from his point of view. To test
the effectiveness of your letter on this point, count the number of I's and
you's in your letter and them compare.

Compare:

I: I was happy to hear that my letter of January 5 provided

sufficient information for the completion of the order for us..

You: Thank you for your assurance that you had sufficient
information for the completion of your order.
2. Accentuate the positive. Even a letter that has to say "No" can be
written from a positive point of view. Make it an absolute rule never to
start or end your letter with a negative.

Compare:

Positive: Thank you for your order. The merchandise wil go out
to you as soon as...

Negative: We regret to inform you that we will not be able to

ship your order until...
3. Make your letters smile. A business letter should leave a pleasant
impression. Get a smile into your letter, a bit of your personality, an
atmosphere of good will. A sour letter, piqued attitude, complaining
undertone, is comparable to a surly manner in your conversation.

Some phrases have a built-in smile. Here are some friendly

phrases that you can and should use freely:

We shall be glad to...

It is a pleasure...
Thank you...
We appreciate very much...
With our compliments...
4. Make your copy live. The reader should feel what you say.
If possible, create a visual experience. Let the reader see
himself doing something-running a machine, telling his friends
about his triumphs, selling more accounts, reinterpreted the
same copy.
LESSON 3:

CHARACTERISTICS AND
ELEMENTS OF A BUSINESS
LETTER
 Characteristics of a Business Letter

1. Completeness refers to the inclusion of complete information. The

business letter 'should answer the question WHO, WHAT, WHEN,
WHERE, and HOW to produce a good and complete business letter.
2. Correctness refers to the correct grammar, punctuation, spacing,
information, and structure. It also refer to the correct format of a
business letter.
3. Conciseness refers to being direct and brief without compromising
the complete idea. In writing a business letter, we should not include
unnecessary information which might confuse the reader.
 4. Coherence refers to the smooth flow of ideas in a business letter.
The content of a business letter should be in order and easy to follow

5. Clarity refers to readability of information which is easy to

understand. We should bear in our minds that simple words are
more preferred than complex ones.

6. Concreteness refers to the use of specific words not general words.

7. Courteousness refers to the politeness of the tone of the business

letter. Being friendly by showing positive approach is the key for a
successful communication in business.
8. Consideration refers to the use of professional tone to show
respect to the reader of the letter. Also, we need to anticipate the
"YOU" attitude in writing our letter.

9. Consistency refers to the uniformity of the time and style of

the writer of a business letter.

10. Credibility refers to the personality of the writer as himself

which might reflect on his writings.
 Elements of a Business Letter
The sender of the letter is the one who is writing it. It is one of the
protocols in business writing that the receiver of the letter should be
known by the sender. The complete name, position, as well as the
address of the receiver should be included in the letter.

The message is very important in the communication process

because it is the reason that moves the sender to start the
communication process. The message of the letter should be well-
written, simple, and understandable.

Lastly, the receiver of the letter completes the elements of

communication process. The main role of the receiver is to carefully
decode the message of a business letter and provide a feedback that
will complete the entire communication process.
LESSON 4:

BASIC AND OPTIONAL

PARTS OF A BUSINESS
LETTER
 Basic Parts of a Business Letter

1. Letterhead - This part of a business letter includes the company

name, company mailing address, and company contact numbers.

2. Dateline - This part contains the month, day, and year when the
business letter was written. There are certain rules in writing the
correct dateline:

3. Inside Address This part consists of three, four or five lines which
include the complete name as well as the job title/s of the receiver on
the first line, the complete position of the receiver on the second line,
the complete division or department of the receiver on the fourth line,
and the complete name of the company or organization followed
4. Salutation is composed of the word "Dear" followed by the last
name of the receiver of the letter.

5. Body of the Letter This consists the message of the writer. Some
claim that the first and last sentences are the most important parts
of the body of the letter.

6. Complimentary Close This is sometimes called closing, the part

where sender says goodbye to the receiver of the letter in a formal
way.
7. Signature Line This is composed of the complete typewritten
name of the writer and his official designation, or the name of the
company.
 8. Written Signature This refers to the sender clearly scribing
or affixing his specimen signature on the space between the
complimentary close and the printed name.

Optional Parts of a Business Letter

1. Attention Line
2. Subject Line
3. Identification Initials or Reference Initials
4. Enclosed or enclosed reference or enclosure notation
5. Copy Notation
6. Mailing Notation
LESSON 5:

BUSINESS LETTERS
PUNCTUATIONS AND
STYLES
 Punctuations Used in Business Letters

1. Open Punctuation
In writing a business letter, open punctuation does not include any
punctuation after any part of the letter except the body of the
letter or the message.

2. Standard Punctuation
This is the most common style of punctuating a business letter
which includes punctuation on salutation and complimentary close
only. The punctuation on salutation is colon while on complimentary
close, it's comma.
3. Mixed Punctuation
This format uses comma (British Style) or colon (American Style)
after the salutation and uses comma after the complimentary
close.

Business Letter Styles

1. Full Block Style
In this style, some make use of Open Punctuation and some do not.
All parts of this business letter start at the left margin.
2. Modified Block Style
This style places the inside address and all paragraphs at the left hand
margin while the heading, dateline, and complimentary close start at the
middle part of the paper or #3 on the top ruler of MS Word going to the
right margin.
3. Semi-Block Style
This style is like the Block Style however it follows the rule of
indention to its paragraph. This style also makes use of standard
punctuation.
4. Simplified Style
This style is similar to the Full Block Style, beginning all the parts of
the letter at the left margin. However, the heading is placed at the
center upper part of the letter.
5. Indented Style
This style makes use of indentions which has uneven number of
spaces in the various elements of the letter. Nowadays, this
style is rarely use because of its complexity of arranging the
different elements of the letter.
6. Hanging-Indented Style

This style is another unique style of writing a business letter. The first
line of each paragraph is aligned with the inside address and
salutation flushed at the left. The lines succeeding the first line are
indented five spaces. It usually uses standard punctuation.
Lesson 6:

TYPES OF BUSINESS
LETTER
 Types of Business Letters
1. Application Letter
is sometimes called cover letter, is composed persuasively
whenever you are applying for your target job.

In writing your application letter, you may follow this:

First Paragraph: Determine the reason's why you are applying for
the job. Mention if the job is solicited or unsolicited.
Second Paragraph: Explain why you deserve the job without being
too boastful. You may support it by citing your qualifications.
Last Paragraph: Even if you think you are hired or not, thank the
hiring personnel.
 There are three styles of resume:

a. Chronological Resume focuses on the employment history of the

applicant. This style is ideal for those who already have several work
experiences showing steady career growth.

b. Functional Resume focuses on skills rather than on employment

history. This style is ideal for those who are fresh graduates seeking
for their first job.

c. Combination Resume focuses on drawing the best features or

strong points of chronological and functional resume styles.
 2. Letter of Inquiry
is a letter that asks for a particular information or assistance.
This type of business letter is direct and the questions are
constructed to get the information straightforwardly.

In writing a letter of inquiry consider, the following guidelines:

First Paragraph. Begin with the most important question or a

summarizing statement.
Second Paragraph. This part may contain the explanation or list of
questions.
Third Paragraph. The ending should tell the reader what you want
to be done and when.
3. Letter of Reply or Response

-is written in response to a letter of inquiry which directly answers

all the inquiries regarding the company's products or services.

In writing the letter of response, the following steps may help you:

Acknowledge the inquiry by mentioning important details from the

letter of inquiry you received.

Build goodwill and pave the way for future contacts by using a
cordial or friendly tone.

Answer the questions fully and send prompt replies.

4. Letter of Request
is commonly used everywhere. We daily use it in academe, in
industry, even in corporate world. The main purpose of this letter
is to request for something you need.
In writing a letter of request, you may follow these steps:

First Paragraph: (orientation) This is the introduction part where you

be gin with the details of the event or any activity. The date, time, and
venue should be also indicated.
Second Paragraph: (Information) In this part, you need to mention the
requested materials or equipments or even venue. You need to be
very specific in this part.

Last Paragraph: (Action) Thank the person in charge to promote good

will.
5. Letter of Order
is one type of business letter which is written for the purpose of
purchasing items that are for sale.

An order letter according to Rosales et al (2009) usually

contains the following:

a. Name of the item ordered

b. Description of each item, giving size, style, finish, quality, material,

weight, or whatever will help in identifying the article wanted
c. Catalog number of the item, if it is available
d. Quantity of each item wanted
e. Price of each item and the total price of the order
f. Method of shipment desired by the buyer

g. Address where the goods are to be shipped or delivered

h. Date of shipment

i. Credit references, if payment is made from an account

j. Mode of payment
Lesson 7:

Writing Memoranda
 Memo is one of the most frequently used words in the corporate
world. However, some employees are still confused on what a memo is.
Due to lack of knowledge and background about the definition and
contents of the word "memo," sometimes, it denotes something
negative especially if you will learn that it came from your superiors.

Memo as defined by Collins Dictionary is a short official note that is

sent by one person to another within the same company or organization
to remind the recipient. It is a clipped or shortened term for
memorandum.
Writing effective memorandum is an essential skill. especially for
business managers and administrators. If a memorandum is well-
written, then, it may express its message successfully.
 Minas et al. (2010) shared two essential facts about inter-
office memorandum. First, a good memo passes departments,
between individuals in different departments, between
management and the staff, and others.Second, most firms
provide printed forms and restrict inter-office correspondence
to one subject only in order to encourage conciseness and
clarity and to facilitate filing and reference.
Memorandum versus Letter
Characteristic Memorandum Letter

Internal:
correspondence External: correspondence written
Destination
writen to colleagues outside the business.
within a company.

Identification lines
Includes letterhead address, date,
include "Date," "To/For,"
reader's address, salutation, text,
Format "From," and "Subject."
complimentary close, and
The message follows
signatures.
these.

Generally high-tech or
Generally low-tech and lay readers,
Audience low-tech, mostly
such as vendors and clients.
business colleagues.
 Generally high-tech to low- Generally low-tech to lay;
Topic tech: abbreviations and abbreviations and acronyms are
acronyms are often allowed. usually defined.

More formal (audience of

Tone Informal (peer audience)
vendors and clients)

Hard-copy attachments
Additional information can be
can be stapled to the
Attachments or enclosed within the envelope.
memo. Complimentary
Enclosures Complimentary copies can be
copies can be sent to other
sent to other readers.
readers.

Determined by the destination

Determined by a company's
(within the city, state, or
in- house mail procedure.
Delivery Time country). Letters could be
Memos could be delivered
delivered within 3 days but may
within 3 days (more or less).
take more than a week.
 A memorandum, just like any business correspondence
must consist of the following basic elements:

1. Heading - most of the time, companies create their own heading

2. Dateline - the actual date when the memorandum is issued
3. Number - refers to the frequency of the issued memos
4. Receiver - the person whom the memorandum is to be sent.
5. Sender - the person who issued the memo
6. Subject - the topic or title of the memo
7. Enclosure - an optional part which includes the attachments
In writing memorandum, we should take note that there is a subtle
difference between using Memorandum For and Memorandum To.
The first is usually written by a subordinate addressed to his
superior while the latter generally comes from the superior
addressed to his subordinates.

Lastly, we should always remember that letters normally go to

people outside your organization; memos go to other people in
your organization.
THANK YOU FOR
😇
LISTENING