BUSINESS

CORRESPONDENCE
By: Mr. Christian Paul M. Marcial
Importance of Business Communication

 To convey messages
 To give essential information
 To elicit a response
 To build new friendships and keep old ones
Different kinds of Business Letters
 Letters on Business Situations
 Inquiries,
quotation, sales, proposal, orders,
acknowledgement, payment to complaints
 Letters on Social Situations
 Appointment and travel arrangements, invitations,
thanks for hospitality and good will letters.
 Official Letters
 Letters to banks, schools, electricity board, gas
company, telephone department or to your solicitor and
also letters written when you apply for a job.
Points to remember:
 Plan your letter before you start writing
to make sure it says everything you want
to say and says it in a logical sequence.
 The layout and presentation of your letter
is important as they give the reader the
first impression of the firm’s efficiency.
Points to remember:
 Ask yourself if the letter represents your
organization in a correct way.
 Accuracy is important. Pay special attention to
titles, names and addresses, prices and
specifications, enclosures.
 Ask yourself if the recipient will understand
your letter quickly.
 Include just the right amount of information in
your letter (better include too much than too
little).
Points to remember:
 Use a simple but polite style of language.
Beware of idioms.
 With a very few exceptions, business
correspondence is being word processed
in most places of business.
 Your letter should be clear. Take care with
abbreviations and figures.
Elements of a business letter
 letterhead or return  body or text,
address,  complimentary close,
 date line,
 signature,
 personal or
confidential notation,  name and title lines,

 inside address,  identification line,

 attention line,  enclosure line,

 salutation,  copies line,

 subject or reference  postscript.
line,
 A Letter Sample
Sender’s address/Business
Bredgade 51 DK 1260
Letterhead
Copenhagen K. DENMARK

Date November 27, 2013

Inside address Soundsonic Ltd.

25 Warwick House, Warwick Street,
Forrest Hill,
London SE23 1JF UNITED KINGDOM

Attention line For the attention of the Sales Manager

Subject title Quadraphonic sound systems

Salutation Dear Sir or Madam,

Body of Please would you send me details of your quadraphonic sound systems which were advertised in the
April edition of Sound Monthly.
the letter I am particularly interested in the Omega range of equipment that you specialize in.
•Looking forward to hearing from you

Complimentary close Yours faithfully,

Signature B. Kaasen (Ms)

Title (p.p.) Production Manager

Enc. : Bill of loading (5 copies

Bill of exchange (1 copy)
Encl.:
Copies c.c. Messrs. Poole & Jackson Ltd. Solicitors
Tips
 The elements of a letter should be neither too
widespread nor too dense.
 If your letter is brief, use larger fonts. It will look
better.
 The format should convey information clearly and
logically, reflecting your organization’s style.
Letterhead
Letterhead
A good letterhead should be:
 readable, informative and attractive BUT
 not too attention occupying
Mandatory elements:
 firm name,
 address (including zip code and area code)
 telephone number,
 www.
Optional elements:
 a logo,
 the executive’s name and title,
 a list of board directors or other governing bodies.
 Date
The date is written bellow the sender’s address, sometimes
separated from it by a space.

 Two most common forms:

November 27, 2009 (AmE)
27 November 2009 (BrE)

 The month is never abbreviated, the day is never spelled

out, and endings for numbers (27th) are not usually used.
 The shortened date can also be used:

11/27/2009 (AmE)
27/11/2009 (BrE)
Confidential or personal notation
Example:
Private & confidential

 Below the date but above the address of the

person you are writing to (recipient)
 Between the date line and the inside address.
 The same notation should be put on the envelope.
Inside address
The address of the recipient:
Soundsonic Ltd.
25 Warwick House, Warwick Street,
Forrest Hill,
London SE23 1JF
UNITED KINGDOM
 Always on the left and single spaced.
 The recipient’s name (if stated) is followed by the
company’s name, the department or division, the
street address, city postal code and country
 If one of the lines is very long, put half of it on the
next line, indenting two or three spaces.
Recipients
 The recipient’s name (if stated) and the title are
separated by a comma
 The title can be underneath the name or omitted.
 If you are writing to more than one person, make a
list of the names in alphabetical order.
Attention line
Example:
Attn: Sales Manager

 This is used when you do not know the name of the

person you are writing to.
 This line can also be printed before the address of
the company.
 Subject title
Example:
SUBJECT: Quadraphonic sound systems

The subject title

 Provides a further reference,
 Saves introducing the subject in the first paragraph,
 Immediately draws attention to the topic of the
letter,
 Allows the writer to refer to it throughout the letter,
 Quickly identifies the purpose of the letter,
 Should be less than one line/ one or two words.
Salutation
Example:
Dear Sir
Dear Madam
Dear Sir or Madam
Dear Mr. James

 Should be written below the address and with a space

of one or two lines before the body of the letter.
 It is followed by a comma (,) or a colon (:), which is
optional
Body of the letter
Deals with:
 how much information to give,

 how to plan a letter,

 what sort of style to use,

 how to make a letter as clear, informative and

accurate as possible.
Length
The length depends on:
 the subject of the letter

 the style and the language used.

The right length includes the right amount of information.

Sequence
 All the necessary points should be made in a
logical sequence
 Each piece of information linking with the previous
one in a pattern that can be followed.
 SO, put the ideas and information in logical order.
Style
 Avoid slang, jargon, buzz words, and elitist language.
 Avoid the passive voice. Use the active voice and
active verbs.
 Use full forms.
 Be brief. Give short but clear explanations, instructions,
reasons. Be specific. State the facts.
 Be pleasant, positive, lively, and encouraging.
 Use the word “you” in the opening sentence, but avoid
using too many “you”-s in your letter.
 “I”-s should be used when you are speaking about
yourself.
 “We”-s should be used when speaking on behalf of
your company or a group of associates.
First paragraph:
 State the main idea in the first or second sentence
of your letter.
 These sentences should catch the reader’s eye and
get him to react to your letter.

In the first paragraph you will:

 Thank your correspondent for his letter (if
replying),
 Introduce yourself and your company if necessary,
 State the subject of the letter, and
 Set out the purpose of the letter.
Second paragraphs:
It is the main part of the letter

It is concerned with :
 points that need to be made,

 answers you want to give or

 questions you want to ask.

Final paragraph:
When closing the letter ….

 Thank the person for writing, if you reply.

 Encourage further enquiries and correspondence,
 Mention that you look forward to be hearing from
the person soon.
 Important issues from the previous paragraphs
may be restated.
Complimentary close
Example: Yours sincerely, Yours faithfully,
Yours truly, Truly yours, (Am.)

 If the letter begins Dear Sir, Dear Sirs, Dear Madam,

or Dear Sir or Madam, it will close with Yours
faithfully.

 If the letter begins with personal name (Dear Mr.

James), it will close with Yours sincerely.

 Leave one line between the body of the letter and

the complimentary close.
Signature
 The signature block consists of your typed name,
your handwritten signature and your position in
the firm.

 The handwritten signature should be between the

complimentary close and the typed name and
title.
 Name and title
 Four or more spaces should be left below the
complimentary close for your name and title.

 Omit the name and title if they appear on the

letterhead.
Enclosures
 Small enclosures (checks, folded flyers, business
cards) are placed inside the folds of the letter.
 To safeguard against overlooking them include an
enclosure line in your letter.
 When your enclosures are bulkier, use an
appropriately sized manila envelope.
Enclosure line
Enc. : or Encl.: Bill of lading (5 copies)

 Enclosures may include leaflets, prospectuses, CVs

 They can be mentioned at the bottom of the letter
after Enc. or Encl.
 If there are a number of documents, these are
listed.
 Copies line - c.c. (carbon copies)
Example:
C.c. Mr. Jones
 C.c. is written when copies are sent to people other
than the named recipient.
 put c.c. and list the individuals receiving the copies
of the letter by full name and title.
 b.c.c. (blind carbon copies) is written on the copies
themselves (not on the top copy) if you do not want
the named recipient to know that other people have
received copies.
Per pro
 The term per pro is sometimes used in signatures
and means:
for and on behalf of.
Postscript

Example:
P.S.

 A note for additional attention is usually put on the

left, two or three lines below the last line
The 8 C’s of a Business Letter
 Clarity
 Courtesy
 Cheerfulness
 Consideration
 Character
 Conciseness
 Correctness
 concreteness
CLARITY
 What is the main idea of the letter?
 Does the letter convey the message?
 “clear writing always comes with clear thinking”
 “Write to express not impress”
 “reader not the writer”
Examples:
 He corresponds with his brother regularly
 We request the pleasure of your company…
 The policy was revised consequent to the
resignation of the chairman and the
reconstitution of the board.
CONCISENESS
 The meaningful of a letter depends greatly on the
relationships of words in the letter.
Examples:
 12 midnight
 12 noon
 3 am in the morning
 Summarize briefly
 Small/Large in size
 Shorter/Longer in Length
CONSIDERATION
 The You-viewpoint, which means looking at the
situation from the standpoint of the reader, is what
consideration means.
 It makes you adopt an attitude of mind that focuses
on the reader’s abilities, interests, likes, and dislikes.
Guidelines on the YOU Attitude
 Give equal importance or attention to both male
and female
 Use a gender-neutral language instead of gender-
sensitive words.
 Modify words with gender-free expressions.
 Use appropriate gender pronouns pairs.
CONSIDERATION
 Establishing a link and goodwill between or among
people is the purpose of your letter. This is easy to
achieve if you use words that will appeal to,
consider or understand all kinds of readers,
notwithstanding their differences in religious beliefs,
physical appearance, economic condition, marital
status, political affiliation, age, race, and gender.
COURTESY
 Courtesy is an attitude of the mind that cultivates
goodwill and friendliness.
 It requires the use of polite expressions, such as
Please, thank you, kindly, would you.
CONCRETENESS
 The only way by which you can create a clear and
convincing picture of what you are selling through a
letter is the use of descriptive or mental pictures
about the product.
Example:
 When we add, we're taking the value of one set and
increasing it by the value of another set to achieve a
sum.
CHEERFULNESS
 “Smile and the whole world smiles with you, cry and
you cry alone”
 Among the positive words to which people react
favorably are benefit, cordial, happy, help,
generous, loyal, pleasure, thanks, and thoughtful.
 Words with negative connotations that often arouse
unfavorable reactions include blame, complaint,
failed, negligence, regret, trouble, unfair, forbid, fail,
refuse, prohibited, deny, can not.
CHEERFULNESS
 Examples:
Bad: it is not possible that our company will
merge with Dafo Inc.
Good: it is possible that our company will
merge with the Dafo Inc.

Bad: Your complaint about the machine has

already reached the manager’s office.
Good: Your request about the machine has
already reached the manager’s office.
CORRECTNESS
 This refers to the right level of the language –
formal or informal – the accuracy of the figures,
facts, grammar, spelling, punctuation marks, and
layout of the letter.
CHARACTER
 A letter written through the writer’s own style of
expression, not by his act of borrowing, reflects the
writer’s strength and confidence.
LANGUAGE FOCUS
 Using the period
 End a declarative or an imperative sentence with a
period.
 Use a period after abbreviations and initials

January – Jan. ; August – Aug.

J.V. Castro; Mrs.;Mr.;Hon.
LANGUAGE FOCUS
 Use of Comma
 Use comma to separate political subdivisions in addresses.
 Example: Punta, Marikina, Rizal
Barangay Gulod, Novaliches, Quezon City
 Use a comma after the salutation of an informal letter.
 Example: Dear Tess, Dear Larry, Dear
Dad,
 Use a comma to separate coordinate clauses using and, or,
but nor, and for.
 Example: Either you stay, or you go.
She wants to pass the test, but she refuses to review her
notes.
LANGUAGE FOCUS
 Use a comma after the Complimentary close.
 Example: Very truly yours,
Respectfully yours,
 Usecommas to separate series of words, phrases and
clauses belonging to the same rank.
 Example: Apply courtesy, conciseness, and cheerfulness to
your letter.
 UseCommas to separate the parenthentical phrases
from the other words of the sentence.
 Example: That man, I believe, is an applicant.
LANGUAGE FOCUS
 Use of Colon
 Use a colon after the salutation of the business letter.
 Example:
Dear Sir: Dear Mr. Lim:
 Use a colon between the hours and minutes if the time is
written in figures.
 Example:
1:30 p.m. 4:45 a.m.
 Use a colon in introducing a list of items.
 Example
Please deliver the following: 3 Sanyo TV Sets, 2 National Washing
Machines, 1 Westinghouse Refrigerator, and 5 Standard Electric
Fans.
LANGUAGE FOCUS
 Use of Capitals
 Capitalize adjectives and other words derived from proper nouns
French Italian Gothic
 Capitalize the names of the days of the weeks, holidays, and the month
of the year.
May, Friday, Christmas, Thanksgiving Day
 Capitalize the names of specific products.
Sanyo Television, Zenith Stereo Set
 Capitalize the names of departments within a business organization
Health Department Sales Department
 Capitalize the first word and all nouns in the salutation of a letter
My dear Mrs. Rivera
Dearest Miss Paterno:
Dear Sir:
LANGUAGE FOCUS
 Capitalize such words as company, corporation, association when they
are used as subtitles for the names of specific companies.
Mr. Reyes has worked for San Miguel Corporation for 10 years. Many good
things happened to his life through his connection with this Corporation.
 Capitalize a word which indicates a classification, a division, and a
listing.
Unit B Certificate No. 5678 Form A
 Capitalize sums of money when they are written out in business letters
and documents.
I promise to pay Jose F. Santps Five Hundred and Twenty Five Pesos on or
before May 15, 2009
 Capitalize all nouns, personal and possessive pronouns and adjective
that pertain to God.
His Holy Name
The Holy Bible
His Kingdom
LANGUAGE FOCUS
 Use of Semicolon
 Use the semicolon as a substitute for a conjunction to connect two
coordinate clauses which are closely related to each other in meaning.
the company sent two boxes of colored chalk to Mr. Cortez; none of the
boxes was marked with the logo of the company.

delivering the item to the buyer is risky; collecting the payment from him is
more challenging.

 Use a semicolon before a conjunction adverb (likewise, however,

therefore, otherwise, consequently, then, hence) that connects two
independent clauses of a compound sentence.
She failed to sell any of them; consequently, her business went bankrupt.

the car costs millions of pesos; nevertheless it appears affordable to the

businessman
LANGUANGE FOCUS
 Use a semicolon between two coordinate clauses punctuated by one or two
commas.
I wrote a letter ordering goods; therefore the marketing manager, together with
his assistant, knew the specific items to be delivered to me.

Pidal, the brand of the bicycle he bought from Mr. Lim, a Korean businessman, is
missing; but this didn’t prevent him from joining the cycling contest.

 A semicolon may be used before words like: as, that is, for example, namely, for
instance, that is to say, and the abbreviations – e.g., i.e., viz, etc.
the receipt is vague; that is, it has no specific date.

several agreed with the agent on his stand about the new mortgage law; for
instance, two said they are willing to collect millions of signatures for the repeal
of this law.
LANGUANGE FOCUS
 Usea semicolon after a qouted sentence in the middle
of a sentence.

The manager said, “I’ve already signed the cheque”

;hence, the bank teller stopped asking him more
questions.

when the buyer asked, “ Am I entitled to a

discount?”;the seller shook his head to say no.
 When I started my own business, it has given me a
whole new perspective to see the bigger picture when it
comes to finding a work / life balance

 When I started my own business, it has given me a

whole new perspective to see the bigger picture when
it comes to finding a work / life balance.

 Starting my own business has given me a new

perspective on work / life balance.
References:
 Gregg College Keyboarding & Document
Processing 10th edition, Scot Ober, Jack E. Johnson,
Arlene Zimmerly, 2006
 Effective Business Letters & Communication, Third
Edition, Cynthia H. Macabuhay, 2010
 Business Correspondence, 2nd Edition, Esther L.
Baraceros, Ph.D, 2011