INTERNAL AND EXTERNAL RELATIONS 2

INTERNAL AND EXTERNAL PROFFESSIONAL RELATION 2

COURSE CONTENT

CHAPTER 1 : THE INTERNAL MAIL

- General Introduction
-Characteristics of Internal Mail
- Business Letter Writing

CHAPTER 2 : AREAS OF INTERNAL MAIL

-Business Report -
Minutes

-Memos

-Delivery Notes
-Invoices

-Placing an Order

CHAPTER 3: THE EXTERNAL MAIL

- Definitions

- Characteristic of External Mail

- Mails relating to Search for Employment/Employees
- Letter of Complain
Chapter1: The Internal Mail
Introduction

In the world of business a lot of goods and services are being bought and sold. The
buying and selling of these goods and services is often hindered by the gap that separates
the buyer from the seller and vice-versa. As a result of this,it is difficult for both the
buyer and seller to each other To overcome this

problem, it is important for this gap to be bridge. To bridge this gap there must be effective
business communication.

Business communication means the transmitting and reception of business messages

and information between business men. These messages can be transmitted through mails,
business letters, business reports, delivery notes, quotations, invoices etc… .

The Internal Mail

A mail is a general term which can be used for either electronic mail (E-mail) or postal
mail. It is the sending (virtually, electronically or physically) of letters, envelops or package
to one recipient.

The internal mail is a free service for stable services and department. It is the name for
mails which are sent and received between employees and departments. Any
internal mail should be placed in an envelope and clearly address with the full name of
the recipient and the department.

Characteristics of Mails
There are times when phones and face to face conversation are more efficient
and productive. But in most cases, mails are near perfect medium for communication.Here
are 6 qualities of successful mails.

◆ Concise
Since mails can transmit unlimited amount of information,it is easy to write all
details. This is usually not the best approach. Instead it is better to focus on making
your mail as concise as possible.In order words it is better to put as much
information into few words as possible.

◆ Intention focus
 Speaking of goals, your mail should have one. Everything in your mail needs to fit
a central intention and that central intention should be clear to everyone reading it.

◆ Summarising
In this summary you should capture all the major item /points. Try to convey the
important elements of thewhole information as little space as possible.

◆ Well organise
Your mail needs to be organised logically. Start your mail by addressing your
audience and move to the subject. No matter how you choose to organise your
mail, your organisation should be instantly recognising to anyone.Keep all relevant
subject matter confined to its section in your mail.

◆ Be polite and use the appropriate tone

Mails have a potential draw back because they are written and not express with
the wide range of vocabulary,tones and body language gestures uses in inter-
personal communication.

This means you have to be extra-carefulto make sure your words are taken
correctly and appropriately by the receiving party.

◆ Clarity and clear expectations

The best mail has a clear action plan. If there isn’t any action required by any of your
readers,you probably didn’t need to send a mail. Make all actions clear so as to
make your reader know what is expected from them.
 Business Letter Writing

A business letter is a letter from one company to another or between such

organisations and their customers, clients, or other external parties. It serves as a means
of communication written for various commercial purposes. These purposes can be a
business deal, complaint, warning, notice, invitation, declaration, information, apology and
various other corporate matters. Letters of business are the most popular and most
widely written types of letters. Business letters are also the oldest form of official
correspondence and perhaps the propagator of mailing system.

- Types of business letters

- Parts of business letters

- Style of business letters

All over the world there is millions of organisation, big and small. They all need to
communicate with one another whether through electronic mail or conventional
mail. This communication can be between two companies, firm and clients and alike.
All types of shipment takes place among various industries of the world and they all
require documentations, business letters is one amongst such documentations. A business
letter is also known as professional business letter. The term business correspondence
letter is also used to refer these, simply because a letter is a means of correspondence. Its
official in nature and is mostly formal in writing; following a basic framework. This frame
work is common among various official letters, it is the content and the tone of the language
which differs and matters the most. The term ‘official letter’ thereby becomes synonyms
with business letters. Depending upon the need, various types of letters are written and the
content varies as per se. A
slight change in length and format may exist but that is meagre. However, these letters
have styles which are acceptable as and when required.

Types of business letters

Business letters are basically of two types

1. Formal business letters – formal business letters are the typical or standard
business letters meant for legal or official correspondence. These include letters
regarding business deals, order, claim, dispute settlement, agreements, information
request, sales report and other official matters.

2. Informal business letter – informal business letter has a laid back approach. It
is used for casual correspondence but does not necessarily have to have a casual
tone of language. These letters include memorandums, appraisals, interview,
thanks, reference letters, cover letter, customer complaint letters, e-mails and
others which are less important or regular.

Depending upon the client, content, motive and other factors, letters of business can
be further subdivided into:

- Application letter
- Acceptance letter
- Customer claim response letter

- Demand letter
- Information request letter
- Information response letter
- Job applicant not hired letter
- Letter of complain

- Letter of intent
- Notification of error letter
- Order request letter
- Resignation letter

- Resume cover letter

- Reception of gift letter

- Recommendation letter
- Sales letter
- Thanks for job recommendation letter
The communication process and its elements

The communication process is made up of the following elements

● Sender: This is the person or organisation transmitting message.
● Encode: This means putting the message in a language that is best understood
by the sender.

● Medium: This refers to themeans of communication used in transmitting

or receiving the message.

● Decode: This is the translation of the message into language best understood
by the receiver.

● The receiver: This is the person or organisation receiving the message.

● Feedback: This is the reply to the message received.
● Noise: This is the situation where the message transmitted and received is
not understood by either the sender orreceiver.
 Parts of a business letter
Like most of the letters, a business letter also has layout which includes
various divided parts

◆ The Letter Head: a letter head is a topmost heading printed on letter

paper. The heading consists of name, address generally accompanied by a
logo of the organisation. Most professional firms have their own pre-
designed letter head. Pre printed letterheads showcase the repute of a
company; in terms that company can afford to have these and is not miser
in using some extra ink. However smaller firms may not have it they use
their name, address where the letterhead would be placed.

◆ Reference: This used to differentiate a particular letter from other letters. It

is usually made up abbreviations of the company’s name,the
abbreviation of thedepartment from which the letteris written,registration
number and a file number. It is usually divided into « Our Ref » which stands
for our reference and « Your Ref » which stands for your reference.

◆ Date: the date has to be written exactly below the letter head. The date is
important part of a letter and is used for reference. The date is supposed

to be written in full with day, month, and year. Example: 31st may 2012 or

may 31st , 2012.

◆ Addressee: This refers to the name and address of the person receiving the
letter or message.

◆ Salutation: salutation is word of greeting used to begin a letter. It is

courteous gesture and shows respect to the receiver. Dear sir/madam etc is
specifically known as opening salutation.
◆ Subject Matter: This refers to the main idea or summary of what the
letteris talking about.

◆ The Body: body is the main part of the letter. The message of the letter is to
be clearly mentioned in the first line itself. The body has the relevant subject
matter which is to be divided into a number of paragraphs, mostly 3 – 4 or
more depending upon the matter. If there are instructions etc. These are
to be in a bulleted or numerically listed in separate lines. The last
paragraph should sum up the whole letter and offer any assistance or take a
course of action as required or instructed

◆ Complementary Close: This is a polite way of ending the letter.The type of

complementary close used will depend on the type of salutation being
used. E .g are Yours Faithfully (if your salutation is Dear Sirs), Yours Sincerely
(if your salutation is Dear Sir /Madam) .

◆ The Signatory: sign a name after a few spaces. If you have your printed
name, then sign above the line containing your typed name. Signature
should be in black or blue ink and if you have an electronic signature you
can use that too. Scanned image of your signature can also be used if
it confers with rules of the institution..

◆ The Designators: It is the post or position of the person who is signing

the letter on behalf of the company e.g purchasing manager, general
manager, sales manager etc…

◆ Enclosure: This is used when an additional document(s) is attached to a

particular letter. This is usually abbreviated as ENC with the number of
documents attached written in bracket open and close and if possible the
documents are listed below.
 ◆ Copies in Circulation: This is used when copies of a particular letter are
sent to other persons or departments. It is usually abbreviated as CC
with the names or designation of the person receiving these copies E .g of
CC,President,Purchasing manager, Human resource manager, Managing
Director.

Business Letter styles

There are 4 styles or indentation format used for writing business letters.

- Full block style/blocked format

Block format features all elements of the letter aligned to the left margin of
the page. It has a neat and simple appearance. Paragraphs are separated by a double line
space.

Example

123 anywhere
London

Sw1 6DP

1july 2014

Mr JOHN smith
Xyz partnership
10 utopia drive
London
Dear Mr Smith:

My former colleague Joan Brown informed me that you are seeking to hire an
office manager. I worked with Mr. brown at Acme and have 10 years of
experience as an administrative assistant have longed admired XYZ partnership and
would be honoured to work for your company.

As you can see from my CV, i have performed many administrative duties in my
previous position at Acme and Ajax; I facilitated the company’s transition from
handwritten to digital records, that work paves the way for my move to Acme,
where I assisted the director of innovation in tracking the development of new
products. I helped introduce the company’s workflow management system,
which enabled Acme to cut the average development time of its software
upgrades from the 18 weeks to 12 weeks.

I would be pleased to speak with you to discuss the details of the office manager
position. Thank you for your consideration of my application.

Best regards
Jane Clark
- Modified block style

Modified block differs from block style in that the date, sign off, and
signature lines begins at the centre point of the page line. The beginning of
each paragraph is indented five spaces. Depending on the length of the letter
paragraphs may be separated by a single or double line.

Example

123 Anywhere
London

Sw1 6DP

1 July 2014

Ms Joan brown
XYZ Partnership
10 Utopia drive
London

Dear Joan:
Thank you so much for informing me on the vacancy at XYZ
partnership. I appreciate all the support you have given me throughout
my career, and i would be delighted to work alongside you once again. In
order to build upon my qualification, i have applied to the evening
administrative degree program at ST John’s
College. I would greatly appreciate it if you would be willing to serve as
one of my references.

In the year since you left Acme, i have taken on additional duties as Mr Jones’s
administrative assistant. In November, the company introduced a proprietary
workflow management system, and I was charged with ensuring that each
department received the upgrade on schedule. Additionally, i completed
20 hours of software training in order to input updates. As a result, i was
able to pursue certification in Microsoft office, which i received last month.

For your reference, I have also enclosed a copy of my current CV. please let
me know if you would like any additional information. Thankyou once
again for your help.

Regards
Jane
 - Semi blocked format
Semi block is similar to block but has a more informal appearance. All
elements are left-aligned, except for the beginning of each paragraph,
which is indented five spaces. Paragraphs are separated by a double line
space.

Example

123 anywhere
London

Sw1 6DP

1 July 2014

Mr JOHN smith
Xyz partnership
10 utopia drive
London

Dear Katie,
I hope you are settled in comfortably in Manchester. I miss you already!
But i know your new position will open up a lot of career opportunities for you. It’s also
great that you’ll be closer to your family. And at least for now, it’s still warm!
I too have some good job news. My former boss just told me about a great position at
her new company. I would still be doing administrative duties but would be managing the
whole office, and it’d include a nice pay rise too. She says she’s already spoken highly of
me to the person I’d be working for, so i think there’sa good chance it will come through.

Besides that, everything else is going pretty well.

I’m already looking forward to seeing you in December. As soon as the tickets for the winter
extravaganza go on sale, I’ll book us a couple of tickets. Let me know if rob decides to
come, too_ if so, I’ll make it three. Let’stalk soon!

Until next time,

jane
How to write a business letter

Sender

If no letter head
Company name/individual name

Address ( post box)

Email address

Telephone number

Date

Receiver
Title

Company name
Address (city/post box)

Salutation (dear name)

In this paragraph, deliver a friendly and clear introduction. State the main points of the
letter here. Keep this section short and to the point.

In this paragraph, explain the importance of the pain point by providing compelling
and persuasive reasoning. You can use facts, data and other

quantifiable metrics to support your claim.

In this paragraph, continue to provide background information to back up your

reasons.

Close by restating the main points of the letter and if you can, include a call to action.
Close your letter (sincerely/respectfully/ faithfully)
Signature and name.
Exercise
1. Bolton ltd acompany based in bueatown with email address
[email protected] , telephone number 233433323 addressed a

business letter to customer service of New Foods Company based in Bonaberi

Douala headed by Mr. John Stephens concerning a 2 weeks delay in requested good
after haven received a confirmation of his

payment two days after payment. Write a business letter to the company
concerned.

Solution

Bolton company ltd

Bueatown

[email protected]

233433323

24th February 2020.

Mr John Stephen
Customer Service Representative
New Food Company Bonaberi- Douala

Dear Mr Stephen
 Iam writing you concerning a recent purchase of carton of biscuits.

Approximately two weeks ago on February 10th i ordered a total of 150 cartons of biscuits from
your company. I received an email notification two days later confirming the receipt of
payment and the shipment of the goods.

According to your website, shipments should reach their destination

within 3-5 business days of being sent, but i have yet to receive the goods. Do you have any
information on what may have happened to delay the shipment or where the shipment is
currently?

I have worked with new food in the past and have the greater confidence in

your products and customer service. We need the shipment of the goods soon, however, and I
hope you might be able to provide me with an idea of when i

can expect them. Thankyou in advance for you quick response Sincerely

Sam brown
Vice president of Bolton company ltd
234444568

[email protected]
CHAPTER TWO: AREAS OF INTERNAL MAIL

1. Delivery Notes: It is sent from the seller to the buyer along side with the goods
to confirm the delivery of goods. It is sent through the delivery van driver
and the buyer has to sign on it after the goods are received in good conditions.

Examples

Delivery note N° 201

OBI AND SONS LTD

AKWA DOUALA
P.O BOX 61

11th March 2019

IUGET

Bonamoussadi -DOUALA
P.O BOX 12 DOUALA

Please receive your order N°131 Order

N°131

REF Description Quantity Quality

1000 Sweets 5cartons Honey
1001 Biscuits 10 cartons NAYA
1020 Rice 10bags Unclebence

Delivery is by our vanand complains shall be submitted within one week. Signature of
buyer Signature of the driver.
 2. Debit notes: When errors are made in an invoice, they are not corrected by
printing or cancelling in the invoice but a debit or a credit note is used.

A debit note is a note that is sent by the seller to the buyer who has been
under charged in the original invoice. It may be sent also by the buyer to the seller
to claim credit for some items like packaging of materials which has been
returned to the seller.A debit note can also be issued for the following reasons;

-When goods are sent for inspection and are kept by the buyer -When
goods are oversupplied and are returned by the buyer. -It is similar to an
invoice and it serves the same purpose.

Exercise

On the 7th September 2012 CATWA Books publisher P.O Box 12453Yaoundé received an
invoice from concept book publisher P.O Box 1661 Bamenda. According to the order
n° 054 after a proper observation of the invoice by concept publisher it was discovered
that the VAT was 750000 FRS and transportation cost of 180000 FRS was not charge on
the value of the goods

On the 10th of September 2012 a debit note n°010 was prepared on that effect. Using
the information above prepare a debit note

CATWA BOOKS Publisher

P.O Box 12453 yaounde

Concepts Books Publisher P.O

Box 1661 Bamenda
 10th September 2012
Debit Note N°010

Ref Description Units Quantity U.P Amount

001 VAT 750000
002 Transportatio 180000
n

Total 930000

Amount in words: Nine hundred and thirty thousand franc CFA Signature

Chief accountant
 3. A Letter of Inquiry: A Letter of inquiry is a business document sent by the
customer to the supplier requesting for details about the goods the supplier
has in stocks.

Possible openings of a letter of inquiry;

- Your address was given to us by a business friend that you are a dealer in shoes and
we will be happy if you can send to us your latest quotations

- On reading through the post news paper n°…… . issued on the …… we came across
your advert that you area dealer in…… .

- On listening to Mount CMR FM we got your advert that you are dealer in… .. and we
will be happy if you can send to us your catalogue.

Possible closings of a letter of inquiry

- Since the matter is urgent we will appreciate anearly reply.
- If your sales conditions are favourable we will not hesitate in placing an order.
- If the goods will be of high quality we will immediately place and order.

Practical Example

You work as a secretary with OBI AND SONS LTD,P.O Box 50 Buea which is the main
supplier of building materials in Fako division. On watching canal 2 television of the

10th October 2019, you came across the advert of Fokou&sons, P.O box 60 Douala which
is the major supplier of building materials all over cameroon your boss Mr. obi Dagobert
became interested in the new product of Fokou and Sons and he ask you to write a letter
which will be sent to Fokou and Sons, asking for their latest quotation.

Work required

1- Write the letter using the fully block style and knowing that the letter was
written 1 week from the date the advert was discovered.
Obi and Sons Ltd
PO Box 50Buea

Our ref. Bs/PD/01/FN°15

Your ref.

17th October 2019

Fokou and Sons Ltd PO

Box60 Douala

Dear sir(s)
Letter of inquiry

On watching canal2 TV, we came across your advert showing that you are dealers in
building materials and we will be happy if you can send to us your latest quotation.

If your sales condition is favourable we will not hesitate in placing an order. Yours
faithfully,

Obi And Sons

Obi Dagobert
General Manager
 Replies of inquiries

After receiving an enquiring from the customer the supplier has to send a reply which
can be of the following;

- Quotation (price list)

- Catalogue
- Sample
a) Quotation

A quotation is a business document sent by the supplier to the customer

describing the list of goods he has in stock together with their prices and sales
conditions.

Practical example

On the 10th of October 2012, Obi and Sons Ltd, PO Box75 Wum received an inquiry
letter from Fokou and Sons PO box 80 Bamenda asking for their latest quotations. The
inquiry was WS/PD/80/FN°12. sales manager Mr Obi Dagobert decided to send the reply part
with a peer in Appendix 1

Appendix 1

-A pair of trouser ref 80 8000fr/pair -

Grace decca skin ref. GD 9000F/pair

-Red buba ref RB 4000f/Buba

-Trumpet trousers ref TT 5000f/Pair -
Black bodies ref BB 3500f/bodies

-Red Agucab ref RG 15000f/Aucab

Terms

- 10% trade discount for order above 200.000

- 5% cash discount within 2 weeks from the date of the order
Work required
Using the semi-black style write the quotation

Obi And Sons Ltd

PO Box75 Wum

10th October 2012

Our ref: WS/SP/15/FN°28

Your ref. WS/PD/80/FN°12

Fokou and Sons

PO Box 80 Bamenda
Dear sir (s)

Quotation N°01

Thank you for your letter of inquiry dated October 2012 ref WS/PD/80/FN°12 asking for
our latest quotation.

We are happy to respond to the letter with the following quoted items.
- A pair of trousers ref at 8000f/pair
- Grace decca skirt ref GD 9000f/pair
- Red Buba ref RB 4000f/pair
- Trumpet trousers refTT 5000f/pair

- Black bodies ref BB 3500f/bodie

- Ref Agucab ref RG 15000f/Agucab
Our goods are of high quality so we will be happy to receive an order from you.
Placing an order

After receiving a quotation from the supplier and if the sales conditions are favourable
customer has to place an order

An order is a demand from customer to the supplier describing the types of goods he
wants to buy. An order can be placed using a … of the following ways;

- Order letter,
- Telephone,

- Internet.
Information found in an order
An order contains the following information: a-
Name and address of the customer,

b- The references of the customer and the supplier c- The

date the order is place

d- Name and address of the supplier e- The

serial number of the order

f- References of goods

g- Description of the goods h-

Quantity of the goods

i- Units
j- Unit prices

Practical example

On the 2nd January, A and B company limited PO Box 10 Kumba receive and order
number 20 with ref XY/PD/85/FN°05 from X and Y limited PO Box 30 Buea, for 250
cartoons of CCC savon. Mr Obi Dagobert the sales manager was happy because Fokou and
Sons ltd PO Box 120, Douala had supplied 500Cartons of savon ccc the previous day.
It was for this reason that he
assigned you on the 3rd of January 2018 to immediately acknowledge proceeds of the
customer order in which you should state the fact that the goods are available and with

be supplied on the 3rd of January 2018. It should be noted that the method of display in
writing letters in this company is the semi-black style.

A and B Company limited PO

Box 10 Kumba

Our reference AB/SD/05/FN°8 Your

reference XY/PD/85/FN°05

3rd January 2018

X and Y Company limited PO

Box 30 Buea

Dear Sir,
Acknowledgement of order n°20

Thank you for your order n°20 with ref XY/PD/85/FN°05 dated the 2 nd of January
2018 for 250 cartons of savon ccc.

APPENDIX 3

Company logo

GIROAPC N°

TEL: BANK A/C N°

 BANK :
Prod. Reg N°

Your order n°
Client’s code N° Invoice

N° On
20

Re Description Quantity Unit Unit Amoun t Customer’s

f
Price annotation

For Customer’s use

Net Payable
 A and B companylimited

GIROAPC N°
TEL: BANK A/C N°
Our Ref: BANK :

Your Ref: Prod. Reg N°

X and Y
Company
Limited

Delivery Note
N°
Date: 05 th January 2025

Ref Description Quantity Weight Remarks

C.C. - Cartoons of CCC savon 20 10Kg
M.C - Packets of maggi cube 100 15kg
M.O - Cartons of mobyrubbingoil 200 20kg
N.O - Cartons of nivearubbingoil 75 75kg
M.S - Cartons of monsavon 300 30kg

(Goods examined by) (Goods delivered by )

Mr Biya Paul Vatican express

Customers signature Supplier’s signature

th
Date: 8 January 2013 Date: 8th January 2013
Of January 2018

While we advise you to get the warehouse ready to receive the goods, we wish you the best in
business

Yours faithfully,
A and B Company Limited
Mr Obi Dagobert

Sales Manager

Delivery of goods
After acknowledging the customer’s order, the supplier has to deliver the goods. When
goods are delivered they are accompanied by a delivery note. What then is a delivery note?

A delivery note is a business documentsend by the supplier together with the goods to the
customer describe the types of goods being delivered.

Preparation of a delivery note

A delivery note is prepared by the supplier in 3 copies. 2 copies are sent alongside the
goods to the customer through the transporter. On arrival, the 2 company will be handed to
the customer who will use them to crosscheck the goods which are been off loaded with
what is been described in the delivery note. In case of an irregularity (less delivery or
shortages, damages, excesses) the customer will indicate this under the column for remarks.
But the goods are too bulky in a way that they cannot be cross checked at that moment
the customer will write acc…. The delivery note “not examined”

When the supplier sees this phrase, he has to understand that in future the customer will
write to him either his satisfaction or dissatisfaction. After this the customer has to sign
the copies of the delivery note. One copy be sent back to the supplier through the
transporter and one copy will be kept by the customer.
Practical example

On the 5th of January 2013, A and B Company limited delivered the following goods to X
and Y Company Ltd

- 20 Cartoons of CCC savon weight 10, ref CCC

- 100 packets of maggi cube, weight 15kg, ref M.C
- 200 cartons of mby rubbing oil , weight 20kg, ref MO
- 75 cartons of nivearubing oil, weight 75kg, ref NO

NB.: the goods were loaded by Mr John smith and on arrival they were examined by
Mr Biya Paul.

The transporter was Vatican express, P.O Box 60, Bamenda and 3 days were taken for the
goods to reach the customer premises.

Work required

Complete the delivery note in appendix 4.

A Business Memo

A memorandumletter or simply known as memo is a letter containing a statement

that is usually written by higher authorities of an organization for the purpose of
sharing information. The main purpose that a memorandum fulfills is that it aims to
record and relay information, and to make brief appeals. A memorandum is also
essential in the field of business as it helps build good relationships. It also helps in
establishing accountability of things and saves you hassle and time than writing a letter will.
In establishments and offices, memos are used to relay information to employees regarding
events or any other changes that have been made in the company. Memos are generally less
formal than a letter.

Writing letters, reports, notes, among other things, are important skills
for business and personal life. Effective letters will yield nothing but good
results. More often than not, people assess others by the quality of their
writing; hence it’s essential to write well. Here are some simple tips in writing a
memorandum letter to get you started:

• You should write memorandum letters in a brief and simple way. Be direct with the
information you are sharing. Memos do not usually exceed a
paragraph or two and is usually just bulleted list of information.

• If it is a formal memo that is issued, the first part of the paragraph should state the
purpose of the memorandum and then proceed to enlist additional information.

• Maintain a professional tone and use easy-to-understand language in writing the

memorandum, it is meant to be read by a number of people. Keep in mind that you should
not include any personal statements.

Purpose of Memorandum
A person writesa memo with some purposes in mind. It is used
● To inform.
● To inquire.
● One can use it to report.
● To give suggestions.
● To remind.
● One can use it to instruct.
● One can promote goodwill using a memo.
● To communicate the ideas.

The format of a business memorandum

A memos’ format is typically informal and public. Memos typically make

announcements, discuss procedures, reports an company’sactivities and spread
information to employees. If you have something confidential to communicate, don’t
put it in a memo form. All memos have the following elements;

- An addressee
it is written at the left side in capital letters near the page.
- The sender
It is also at the left, in capital letters immediately below addressee
- Date
Also at the left in capitals immediately below the sender’s name - Subject
It is at the left in capitals immediately below the date.

Advantages of Memos

Using memos has a number of advantages.

● Memos are quick.

● It is a convenient means of communication.
● It is inexpensive. Memos are used within an organization so one can use low-quality
paper.

● It helps in maintaining written records.

Parts of Memorandum

There are mainly five parts of a memorandum. They are

Heading Segment
The heading segment of a memo has four basic sections.
TO: Reader’s names and job titles

FROM: sender’s name and job title

DATE: Complete date

SUBJECT: Reason for writing a memo

Opening Segment
In this segment, one can find the purpose of the memo. The opening paragraph includes the
reason or the motive of writing a memo. It gives a brief overview of the memo.
Context
It is the event or circumstance of the problem the writer is solving. One should clearly
mention the context.
Task Segment
It is the segment one must include to mention the steps for solving the problem. One must
onlyinclude the needed information. Do proper planning before
writing a memo.
Summary Segment
If a memo is more than a page, one must include a separate summary segment. It is not necessary
for a short memo. It helps the reader to understand the main
idea of the memo. Also, it helps to take the required steps.
Discussion Segment
It is the longest part of a memo. It includes all the details supporting the ideas.
Remember to start with general information and thengo for more specific one. It includes
supporting ideas, facts, and research.
Closing Segment
Always end your memo with courteous words. Make sure you make the
completion of the task in an efficient and easy way. Try to lure the reader to make the
positive action.
Necessary Attachments
One can also attach lists, graphs, tables etc. at the end of a memo. Make a reference for
your attachments and add a notation for them.
Important Points to Remember

● Always use a clear and specific subject line.

● Do not waste the reader’s time by using lengthy memos. Be clear and concise.
● Use the active voice.
● Use the first person.
● Be formal.
● Avoids slangs and friendly words.
● One should use a careful and logical arrangement of information.
● Keep the paragraphs short.
● One can use enumerations for the paragraphs.
● One can use solid capitals and center indentation for important details.
● Use of bullets to make points.
● Always end the memo in courteous words.
● Use text fonts and color to attract attention.
● Avoid rude and thoughtless memos.
● It does not need a complimentary close or a signature.
● Proofread the content before sending.

Example of a business memo:1

Memorandum

To: IUGET COMMUNICATION DEPARTMENT

From: PDG
C.C: Inspector General, Coordinators Date:

28/04/2019

Subject: Customer’s presentation

The IUGET marketing presentation you prepared last week to showcase our new
specialities was exceptional

Your enthusiasm, marketing strategy and service knowledge were impressive and certainly
sealed the deal for us with our partners

Thank you for your outstanding work and dedication. Bonus cheques will be distributed
next week.

My sincere congratulations to you all.

An Example Memo 2

The memo below is from Abby Sinclair, who works in the human resources department.
She is writing to Jane Hahn, who is heading the committee for the Christmas party.

MEMO

TO: Jane Hahn, Christmas Party Committee

FROM: Abby Sinclair, Human Resources Dept. DATE:

9/10/06

SUBJECT: Office Christmas Party

I have a few suggestions for planning the Christmas party this year; I suggest that you
organize the party for a Friday evening. That way people can stay late. They won't have to
worry about work the next day.
• It might be a good idea to hold the party at a restaurant instead of at the office. Try to
choose a place that will appeal to most people.
• The human resources manager has said that the organization is willing to pay up to 2000 Frs.
per person for food and drink.
The proposal for the party needs to get to me in the HR Department by the 1st November.
Please check with at least three restaurants. That way we can get the best deal possible. Feel
free to contact me with any questions or problems
Note: Notice how much information Abby put in this short memo. She could have met
Jane and talked things over with her. However, the memo saved her time. It also gives Jane
a written record of Abby's suggestions and requests. Don’t be too concerned about the
layout of the memo (the position of the various titles on the page). Some organizations
will have a specific layout for memos which you must use, but the titles shown here will
still be present. You should also notice that, unlike a letter, the memo is not signed. This is
usual, although sometimes senders initial memos at the bottom.
Meeting minutes
Meeting minutes can be defined as the written record of the thing that happened
during a meeting. They are used to inform people who did not attend the meeting
about what happened and to keep track of what was decided during the meeting so that
you can revisit it and use it to make future decisions.

What is the purpose of meeting minutes?

Minutes are a tangible record of the meeting for its participants; they are also a source
of information for members who were unable to attend. In some cases meeting’s can act as
a reference point. E.g when a minute’s outcome impacts other collative activities or
project within the organisation. Minutes can serve to notify or remind individuals of
tasks assigned to them and time limits.

Minutes are important to capture the essence of the including details such as decisions
made, vote castor future plans.

Steps involve in writing meeting minutes.

The following 4 steps should be considered when writing meeting minutes;

1- Pre planning

A well planned meeting helps to ensure effective meeting’s minutes. the chair and the
secretary or minutes taker have to work together on the agenda, it makes minutes taking
more easier.

The agenda acts as a guide or outline for taking notes and preparing minutes

2- What should be included in meeting minutes

Before you start taking notes it is important to understand the type of information
you need to record during meeting. Generally, meeting minutes usually include following:

- Date, time and venue of the meeting

- Names of meeting participants and those unable to attend
- Acceptance or corrections amendments of previous meeting minutes
- Decisions make about each agenda item e.g
● Actions taken or agreed to betaken
● Voting outcomes (if it was elections)
● Motions taken or rejected
● Items to be pushed forward
● Other matters (new business)
● Next meetings, the date, time and venue
The minutes writing process

Once the meeting is over, it’s time to put together your notes and write the minutes. The
following should betaken into consideration;

- Try to write the minutes as soon as possible while everything is fresh in your mine
- Review your outline and if necessary add additional note or clarify points raised. Also
check to ensure all decisions actions and motions are clearly noted.
- Edit to ensure clear writing so the minutes are easy to read.

Do minutes have to be approved?

Before you share you’re meeting minutes, make sure that the chair has reviewed and
either revised or approved the minute for circulation. Depending on your boards, minutes
may also be formally approved at the beginning of the next meeting.

Format of minute writing

DATE: Date of the meeting

PRESENT: First and last names of all those present at the meeting

ABSENT: First and last names of Committee members who are unable to attend the meeting.

1. CALL TO ORDER/OPENING REMARKS

● The time that the meeting was called to order and by whom.
 ● Any opening remarks summarized here.

2. APPROVAL OF THE MINUTES FROM (DATE)

● You need a motion to approve the prior meeting's minutes.

● Motion: To approve the minutes of (DATE) as circulated (or AMENDED) Motion By:
Name of person (FIRST & LAST) who made the motion
● Seconded By: Name of the person (FIRST & LAST)) who seconded the motion
Carried or Defeated

3. ADDITIONS TO THE AGENDA

● If there are additions to the agenda or requests for the next meeting's agenda, these
would be bulleted here.

4. APPROVAL OF THE AGENDA

● Motion: to approve the agenda as circulated (or AMENDED)

● Motion By: name of person (FIRST & LAST) who made the motion
● Seconded By: name of person (FIRST & LAST) who made the motion Carried or
Defeated

5. BUSINESS FROM THE PREVIOUS MEETING

● Any items from the previous meeting that need to be discussed further

6. ITEM # 1 TO BE DISCUSSED

● Put a summary of the discussion around the topic

● If any motions were made, put the information here
● If further information is needed, put follow-ups, names, and a target date here

7. ITEM # 2 TO BE DISCUSSED

● Any other items

8. ADDITIONS TO THE AGENDA
 ● Any added agenda Item, including a summary of the discussions around this item
● If any motions were made, put information here
● If further information is needed, put follow-ups, names, and a target date here

9.
● Record the time the meeting was adjourned

10. NEXT MEETING

● The next meeting date should be decided at the end of the meeting
before everyone leaves. It's a handy reminder to include it at the bottom of the
minute’s template so it isn't missed.

Example

See handout.
INVOICE

An invoice is the document from the supplier to the customer carrying the details of the
goods; their prices are the net amount to be paid. It is also called a bill. This document is
sent to the customer when goods have been delivered or a service carried out except in the
case of a proforma invoice. It is prepared at the same time with the delivery note. At times
a cover letter accompanies the invoice if sent separately from the goods. However, it is
not so necessary especially the invoice accompanies the good supplied. Whatever
the presentations use, certain, information always feature on the invoice.

◆ Information featuring on the invoice

Many enterprises have their designs for the invoice which are usually forms but the info below
is indispensable or always features on the invoice

a) The name, address, registration number, etc… of the supplier

b) The name and address of the customer and the order number
c) The serial number of the invoice
d) The payment terms
e) The quantity, description, price of the goods and the amount
f) Vat rate on amount
g) Parking delivery charge. ie. May be transport
h) The net amount to pay

◆ Checking the invoice

When an invoice is received it must be careful checked in order to make up that nothing
is overloaded in the check. The following points guide the check.

i) Match the invoice with the order, good receive note,

a) Actions taken or agreed to betaken
b) Voting outcomes (if it was elections)
c) Motions taken or rejected
d) Items to be push forward
- Other matters (new business)

Appendix

Reg N°20/0111120/98
Bankers: SGBC Bank INTERNATIONAL SOAP
FACTORY PO Box 130,
A/C N°10-12028-L Bamenda

Tel N°
Peky and Bras
Azire old church Junction
Bamenda

INVOICE Date:
At: Bamenda
N Ref Details Unit Qty U.P Amount Remark
°
s
1 250gm Small Size soap Carton 50 2000 100000
2 400gm Standard size Carton 25
3500 87500
soap
3 mf Kennel cake Bags 20
3000 60000
animal feed

Total 24750
0
Trade
-
discount 1%
Problem letters and claims

In the execution of business transactions, problems are always occurring which requires
adjustment to place each party in a situation he deserves. It could be problem relating to
delivery, unpaid bills, non respected business commitments, partial fulfilment of
engagements, ets… the situation require the exchange of some correspondence usually called
complains.

a) Complains relating to late delivery

When delivery is delayed it comes about with some inconveniency to the customer. He
may be unable to meet up with his engagements and consequently lost his own cu…
since he buys for resell or production activities. In such a case the customer will send a letter
of complaint to the supplier.

Guidelines on writing this letter

Delayed Delivery

- Remind the supplier of the order (date and number) and the agreed delivery dates
- Notify the lateness and the consequences sink for a rapid delivery to this effect giving
a deadline

Example:

Dear Sir,

Our order n°

We write with reference to our order n° of (date….) which was suppose to

be delivered on ---- . This letter is seeking to redress the situation. Up to now we have not
take possession of these articles irrespective of the engagement you took during our
telephone conversation of we can’t meet up with our customer’s order and this
situation is causing us a lot of prejudice. We consequently urge you to immediately supply
these articles.

We hope in our both interest to receive satisfaction with the briefest time laps. Accept our
regards.

Yours faithfully.
Wrong delivery

When delivery is incomplete, goods missing or damage or wrong items supplied the customer
has to notify the supplier within 72hrs after delivery

a) Missing goods or incomplete delivery

To prepare this letter, these points should guide

- Acknowledge receipts of the delivery (date & delivery note number)

- Ascertain the missing, items, deficiencies, ets…
- Seek for adjustments (completion of the lacking goods)
- Hope for a quick resolution of the problem

Example

Dear Sir,

Your delivery note n°

We acknowledge receipt of our order n° which has been supplied with delivery note
n° while opening the packets; we discovered that the delivery was incomplete. The
following are lacking (list lacking items).

Please kindly let us have the lacking items immediately. Yours

faithfully.

b) Defective delivery (damage goods)

To prepare this letter, these points should guide you:

- Acknowledge receipt of the delivery (date and delivery note number)

- State the problem (damage goods)
- Seek for adjustment (replacement of the destroyed articles) or propose to keep them for
a reduction
- Hope for a quick resolution of the problem
Example

Dear Sir,

Your delivery note n°

While checking the delivery, we notice that the article (with

reference____ had a fabrication defect) In fact

(explain the problem)

We could not accept it and wish you to replace it immediately kindly let us know the
steps you will take to redeliver this item(s)

Yours faithfully,

c) Complain relating to invoice

After checking the invoice, the customer may discover various problems as well as the supplier
may wait for payment for long without the customer reacting.

In these circumstances certain correspondence will be exchanged.

1- Wrong invoice

It is imperative to check invoices or bills with the order and good receive note. After
checking the following errors can be discovered

- Articles charge on the invoicedon’t correspond to those delivered

- The unit prices are incorrect
- The sales conditions are not respected (e.gomission of account)

All errors discovered must be notified to the supplier who will make necessary rectification.
The letter should be inspired by the following guidelines.

- Acknowledge receipt of the invoice stating the n° and date.

- Indicate the error notice. Be precise in your description
- Ask for a rectification
Example

Dear sir/madam

Your invoice n° .......

We acknowledge receipt of your invoice of (date) relating to our order n° ... after
verification, we discovered an error on the invoice as follows; (state the error).

Please kindly receive the enclosed cheque n° ... cfa and give us in return the corrected
invoice of the same amount.

We express our thanks in advance Yours

faithfully.
 09/06/2020
Quiz

1. Ets A &B is a clothing company seeking to hire a marketing manager. You area Human
Resource Assistant in this company, using a modified block formant, and any other
information not mentioned in the text which you think is necessary, send a mailto
your friend informing him/her of this
vacant position. 20 mins

2. Peky and Bras located at Azire Old Church Junction in Bamenda is a retailer of
International Soap Factory with p.o box 130 Bamenda,
registration no 20/0111120/99, SGC Bank, Account no 101202801. Peky and
Bras placed an order on the 05th June 2020of the following items
- 50 cartoons of 250gm of small size soap at 2000frs per carton
- 25 cartons of 400gm standard size soap at 3500frs per carton
- 20 bags of mf kennel cake animal feed at 3000 FRS a bag.

You are the supply manager of international soap factory; prepare an invoice for
the above command. Use any extra information which you think can be necessary.
20 mins