ENGLISH FOR BUSINESS CORRESSPONDENCE TAC2205C UITM CAMPUS DUNGUN EWC 662 PORTFOL IO CREATED FOR MADAM NORHAYATI HUSIN
Contents GROUP MEMBERS PART A - NOTES ON QUALITIES OF GOOD BUSINESS 1. Qualities Good Business Correspondece 2. Format for Memo 3. Format for Email 4. Format for Business Letter PART B - SAMPLES OF ROUTINE BUSINESS LETTERS (ENQUIRIES AND PROCUREMENT) ENQUIRY 5. Memo of Enquiry 6. Email of Enquiry 7. Letter of Enquiry 8. Email Reply to Enquiry 9. Letter Reply to Enquiry PROCUREMENT 10. Memo of Procurement 11. Email of Procurement 12. Letter of Procurement 13. Email Reply of Procurement 14. Letter Reply of Procurement PART C - SAMPLES OF BAD MESSAGE LETTERS (COMPLAINTS AND RESIGNATION) COMPLAINT 15. Memo of Complaint 16. Email of Complaint 17. Letter of Complaint 18. Email of Adjustment 19. Letter of Adjustment 20. Letter of Resignation
GROUP MEMBERS MUHAMMAD HAIKAL BIN HAMDAN 2021494878 FARIS ASYRAF BIN FAHAMI 2021829266 MUHAMMAD AMMIR SYAFIQ BIN MOHD SAHARUDDIN 2021887572
PART A: NOTES ON QUALITY OF GOOD BUSINESS
1. Qualities of Good Business Letters. 1. Simplicity : A business letter should be simple. It should be written in a lucid (easy) language so that it is clear to the receiver. The language can be similar to that of social letters as long as formality is maintained. The letter should make an instant appeal to the reader 2. Conversional style : An effective letter is one that gives an impression of face to face communication. Letters are the written media by which sender of the message speaks to the receiver. Hence a letter should be written in a conversational style. Conversational style is interactive in nature and is more or less informal. 3. Clarity of goal : The writer should be clear about what he wishes to convey. He should keep all the facts and figures of the information handy. The letter should be written in such a way that it reflects the goal clearly and easily. There must not be any ambiguity 4.Public relation : Business letters reflect the image of the organisation. All business letters should therefore be drafted keeping in mind the objective of enhancing the organisations goodwill, image and public relations
1. Qualities of Good Business Letters. 5. The ‘You’ attitude The business letters should be written keeping in mind the reader‟s point of view. It should be able to convey the sender‟s interest in the reader. For this the „You‟ attitude should be adopted. The T‟s and „We‟s‟ should be avoided and more of „You‟s‟ should be included. This will show the sender‟s interest in the reader. 6. Courteous : The business letter should be courtious. Courtesy implies that the letter seeks favour politely and expresses gratitude profusely for the favours done. Thus the language of the letter should be polite and appealing. When the „You‟ attitude is adopted, automatically the letter becomes polite and appealing 7. Persuading : The basic idea behind every business correspondence is to persuade the reader be it a sales letter, letter of enquiry or letter of complaint. Thus to persuade the reader in an effective way the piece of correspondence should be well written. So as to persuade the reader in ones favors. 8.Sincere : The business letters should be sincere. This means that the letter should be written in such a way that the readers believe what the letter says. It should not hide reality. It should also be free from hypocracy making tall claims. The matter should be stated erectly and genuinely.
1. Qualities of Good Business Letters. 9. Positive language : The words of the letter should be chosen with care. As far as possible the language of the piece of letter should be positive. The use of negative words should be avoided as it gives an impression of negative outlook and approach. 10. Due emphasis : Proper emphasis should be put on the content of the piece of correspondence. This requires logical thinking on the part of the writer. The writer should himself be clear in his mind what he wants to convey. Only then he cans emphasis properly. Proper emphasis is to be given according to the message Conveyed. Proper punctuation aids to this. It should also be noted that short sentences are better than long sentences. 11. Coherence : The information present in the letter should be arranged in a logical way. This is done by using carefully the linking devices, pronouns, and reputing the key words. Unless arranged in a logical way the information will lose its meaning and thus the objectivity of the correspondence will be lost. 12. Care for culture : All business correspondence seeks to be written keeping in mind the reader‟s point of view. As such no words should be used which offends the cultural background of the reader? The best way is to avoid use of culturally derived words, slangs, colloquialisms etc. Harmless and in offensive words should be used.
1. Qualities of Good Business Letters. 13. Tactful approach : The writer should adopt a tactful approach while writing a business letter. It can be a direct approach letter, an indirect approach letter or a middle approach letter depending on the message to be conveyed. Generally good news is conveyed directly where as a bad news or a complaint adopts indirect or middle approach. 14. Ethical standard : A business letter reflects the image of an organisation. Therefore all business correspondence should maintain certain ethical standard. Although business correspondence should be persuasive and tactful, without ethics they will be fruitless. It may pay in short run but it will not reap harvest in long run. 15. Brief but complete : Brevity is the soul of correspondence. In short the receiver must know what the sender wants to transmit. But briefness does not mean incomplete. An incomplete letter does not fulfill its objectives. All necessary matter should be incorporated in the letter. Thus the quality of brevity and completeness should be there in business letter. Reference: Business letter: 15 essential qualities of a good business letter. Toppr. (2019, December 10). https://www.toppr.com/guides/business-communication-andethics/business-correspondence/essential-qualities-of-good-business-letter/
A MESSAGE OR OTHER INFORMATION IN WRITING SENT BY ONE PERSON OR DEPARTMENT TO ANOTHER IN THE SAME BUSINESS ORGANIZATION MEMOS A TRADITIONAL WAYS FORMAT AND TONES ARE LESS FORMAL THAN A BUSINESS LETTER Reference: What Is Correct Memo Format? (With Template and Examples) | Indeed.com. (2022). Indeed.com. https://www.indeed.com/careeradvice/career-development/memo-format
2. Format For Memo Memo Purpose : Purpose A memo's purpose is often to inform, but it occasionally includes an element of persuasion or a call to action. Both informál and formal communication networks exist in every, organisation. A memo (or memorandum, which means "reminder") is typically used within an organisation to communicate policies, procedures, or other related official business. Instead of one-on-one, interpersonal communication, it is frequently written from a one-to-all perspective (like mass communication), broadcasting a message to an audience. A group inside a corporation may be informed of an event, activity, or observance, or it may be used to update a team on project activities. Memo Format A memo has a header that expressly identifies the sender, and the recipients. Pay particular attention to the title of the individual(s) in this section.Date and subject lines are also present, followed by a message that contains a declaration, a discussion, and a summary.There is an introduction, a body, and a conclusion in a standard writing format.A memo contains all of these and each part has a clear purpose. The declaration in the opening uses a declarative sentence to announce the main topic. The discussion elaborates or lists major points associated with the topic, and the conclusion serves as a summary.
2. Format For Memo Unlike a formal business letter, a memo does not include a salutation or the sender's signature. A memo format typically includes the following sections: Heading The heading section includes the name and address of the company, which is already printed in the case of a letterhead. Just below the address section or the letterhead, the word "Memo" or "Memorandum" appears to make it clear that the message is being communicated through a memo. Recipient This section identifies the recipients. For example, if you are writing a memo to all the employees of the marketing department, it should say "To: All Employees of the Marketing Department." Sections of a memo Sender This section specifies the name, designation and department of the person writing the memo. For example, "From: T. Jones, Assistant Manager, Sales." Date All memos must invariably include the date of writing the memo. Subject line The subject line gives the recipients a quick idea about the content of the memo. It should be brief and precise. For example, "Subject: Training session for employees of the SEO department." Message body This section states the message in one, two or three short paragraphs. The body should first state the purpose of writing the memo, then move on to the message. If the content of this section is long, you may also want to include a summary of the message. The message should conclude with a clear call to action, i.e., what action the recipients are expected to take.
Subject Line: Clearly state the purpose of your email in a concise manner. Make it relevant to the content of your message. 1. Salutation: Address the recipient with a proper salutation, such as "Dear [Recipient's Name]," or "Hello [Recipient's Name]," depending on your level of familiarity with the person. 2. Opening: Begin your email with a polite and professional opening. This can be a brief sentence or two that sets the tone for the email. For example, "I hope this email finds you well" or "Thank you for your prompt response." 3. Body: This is where you provide the main content of your message. Be clear, concise, and organized. Use paragraphs to separate different points or topics. Bullet points or numbered lists can help if you have multiple items to discuss. 4. Closing: Conclude your email with a courteous closing statement. For instance, "Thank you for your time and consideration," or "I look forward to hearing from you." 5. Signature: Include your name and contact information at the end of the email. This may include your full name, job title, company name, phone number, and email address. Some people also include links to their professional social media profiles or a company website. 6. Electronic mail (e-mail) is a computer-based application for the exchange of messages between users. A worldwide e-mail network allows people to exchange e-mail messages very quickly. E-mail is the electronic equivalent of a letter, but with advantages in timeliness and flexibility. 3. Format For E-Mail Business E-Mail Format GOAL 2 Reference: Email Etiquette: Tips For Professional Communication in the Workplace. (2022). Indeed.com. https://www.indeed.com/career-advice/careerdevelopment/business-email-format
GOAL 3 4. FORMAT FOR BUSINESS LETTER Every part of a business letter, from the stationary to font to letterhead, is a powerful means of communication and conveys the subject‟s importance. Due to their seriousness, business letters are best used for correspondence such as reference/recommendation letters, employment verification, and business proposals. (If you want to know how to write a perfect cover letter as well, here‟s the one secret to know.) Follow these business letter format tips and you‟re bound to make an impression: Sender‟s Address Your own address is typically included in the letterhead, a printed heading stating an organization‟s name and address. If the stationary does not include letterhead, set your organization‟s name (if you‟re sending on behalf of one) address at the top of the letter, right above the date. Don‟t include your name or title, because those will be used in the letter‟s closing. Date Remember to use the American date format when sending the letter within the U.S. It should go in the following order: the month (spelled out), the day, and then the year. Recipient‟s AddressThis should include the recipient‟s name, title, company, and address. When addressing the recipient, use the appropriate personal title, such as Ms., Mrs., Mr., or Dr. If you‟re not sure of a woman‟s preferred title, Ms. is the safest option. Also, keep in mind that people usually prefer to be addressed using a higher title than lower, so if there‟s a possibility the person is a doctor but you‟re unsure, it‟s OK to use Dr Salutation You want to sound as professional as possible, so the best salutation for a formal business letter format starts with “Dear.” Avoid using casual greetings like Hi, Hello, and Hey. Along with the proper title, address the recipient by their last name followed by a colon. There‟s always the more generic option of using, “To Whom it May Concern,” but try to be as specific as possible (here are the only times you should really use “To Whom it May Concern”). Also, stay away from just using the person‟s name as that can come off as too abrupt
GOAL 3 4. FORMAT FOR BUSINESS LETTER Body of the Letter Make the purpose of your letter clear by keeping it simple, targeted, and concise. The best business letter format spacing is single space, and leave a line space between each paragraph. Closing There are a ton of phrases you can use when signing off, including “Sincerely,” “Respectfully Yours,” “Best Wishes,” etc. When printing the letter, leave four lines between the closing and the sender‟s name for a signature, which is best written in black ink. Enclosures If there are any enclosed documents along with the letter, such as a resume, indicate this by typing “Enclosures,” followed by a colon, on one line underneath your signature. Avoid these resume mistakes that could keep you from getting the job. Reference: Shweta. (2023, December 18). Business Letter Format With Free Template. Forbes. https://www.forbes.com/advisor/business/business-letterformat/
PART B: SAMPLES OF ROUTINE BUSINESS SAMPLES (ENQUIRIES AND PROCUREMENT)
5.MEMO OF ENQUIRY
5.MEMO OF ENQUIRY Reference: Marisa. (2020, November 5). Enquiry Letter Sample, Format - How to Write an Inquiry Letter? Free Letters. https://www.lettersfree.com/enquiry-letter-sample/ SAMPLE
6. EMAIL OF ENQUIRY Proper business email format formal sample accurate portrayal For example photo, we include written directions and a gallery with multiple Proper business email format formal sample accurate portrayal to help you. You can find more information about the images and its dimensions Proper business email format proper example formatting for
6. EMAIL OF ENQUIRY SAMPLE Reference: How to write a business inquiry email with examples. (2021). Flowrite.com. https://www.flowrite.com/blog/business-inquiry
7. LETTER OF INQUIRY An inquiry letter is what we send to a person or a company when we need more information about a product or service offered by that person or company. These letters are often written in response to an advertisement. General format of an inquiry letter Put your own address at the top on the right. Addresses usually start with the smallest item: house number, then street, then town. Post code and telephone number should come last. Don‟t put your own name with the address. Put the date directly under the address. Important phrases to remember The inquiry letter should start with Dear Sir or Madam. In a very formal style, you may put the expression To Whom It May Concern directly under Dear Sir or Madam. If you are writing in response to a newspaper advertisement or a television commercial, give a reference to it. You may write one of the following expressions: “With reference to your advertisement in the Daily Mirror of January 13th…” “Regarding your advertisement in the Wall Street Journal…” “Requesting information, brochure, catalog etc Standard expressions are:” “Could you send me information…” “Would you please send me the catalog…” “I would like to know…” Signature Letters which begin Dear Sir or Dear Madam finish Yours faithfully. Put your handwritten signature under Yours faithfully. Sign with your first name (informal) or full name (formal). Put your name under your signature.
7. LETTER OF iNQUIRY SAMPLE Reference: Admin. (2022, January 19). Enquiry Letter - Format and Examples. BYJUS; BYJU’S. https://byjus.com/english/enquiry-letter/
7. LETTER OF INQUIRY SAMPLE Reference: Ali, M. (2015, July 23). Formal letters: how to write an inquiry letter. Pinterest; Pinterest. https://in.pinterest.com/pin/309129961900767908/
7. LETTER OF INQUIRY SAMPLE Reference: Letters of Inquiry. (2024). Mit.edu. https://www.mit.edu/course/21/21.guide/l-inquir.htm
8. E-MAIL REPLY TO ENQUIRY When customers make enquiries via email, endeavour to respond as quickly as possible. This shows that you place value on them. The email should open with an appreciation. This should be followed by addressing the customer‟s concern. Your email should show that you truly care about meeting the customer‟s need. If you make the client see how much you genuinely care, it could be your first step in winning over a loyal client. In your email, clearly state what the enquiry is about, to show that you understand what the client needs. Answer appropriately, providing detailed essential information that will satisfy the customer. Attach relevant documents to the email. This will help to keep the email succinct. Make arrangement for a meeting when this is needed to ensure the client gets the very best. If you do not have what the client needs, let the client know this clearly. Inform him/her if an alternative is available. Give room for the customer to make further enquiry if not satisfied with your reply. Your closure should be warm and caring. Be conventional. Do not be over formal or fill your email with jargons. Keep everything simple and clear. Your tone should be professional, positive and optimistic. A negative tone creates an unfriendly atmosphere and may put off the customer. Your email should be concise, without unnecessary details or long phrases.
8. E-MAIL REPLY TO ENQUIRY SAMPLE Reference: English Language Centre. (2024). Polyu.edu.hk. https://elc.polyu.edu.hk/cill/eiw/repliestoenquiries.aspx
9. LETTER REPLY TO ENQUIRY A response letter provides the answers or information requested in a letter of inquiry. the objective is to satisfy the reader with an action that fulfills their request. Reference: English Language Centre. (2024). Polyu.edu.hk. https://elc.polyu.edu.hk/cill/eiw/repliestoenquiries.aspx
10. MEMO OF PROCUREMENT EXAMPLE Reference: Memo Of Procurement - Fill Online, Printable, Fillable, Blank | pdfFiller. (2014). Pdffiller.com. https://www.pdffiller.com/100484380-7951821961pmpdf-memoof-procurement-sample-
GOAL 3 11. EMAIL OF PROCUREMENT An email of procurement typically refers to an electronic communication that is sent or received in the context of the procurement process. Procurement refers to the process of obtaining goods, services, or works from an external source, often through a competitive bidding or negotiation process. Here's a sample of how an email in the procurement context might look: Reference: The oboloo Team. (2023, March 21). How To Write Email To Supplier For Purchase Order? Oboloo. https://oboloo.com/blog/how-to-writeemail-to-supplier-for-purchase-order/
GOAL 3 12. LETTER OF PROCUREMENT A letter of procurement is a formal document used in the procurement process to communicate with suppliers, vendors, or contractors. It is typically written by a buyer or a representative of a company to formally request goods, services, or works from an external source. The letter of procurement serves as a formal invitation to suppliers to submit proposals, bids, or quotations based on the outlined specifications and requirements. Below is a sample for a letter of procurement: Reference: 10+ Procurement Cover Letter Examples (with In-Depth Guidance). (2023). Tealhq.com. https://www.tealhq.com/cover-letterexamples/procurement
GOAL 3 13. EMAIL REPLY OF PROCUREMENT An email reply in the context of procurement typically refers to a response sent by a supplier, vendor, or contractor to acknowledge receipt of a procurement request, express interest in providing goods or services, and often provide additional information or seek clarification. The tone of the email reply is usually professional and may vary depending on the specific nature of the procurement request. Below is a sample for an email reply in the procurement context: Reference: Email Reply OF Procurement. (2022). Studocu; Studocu. https://www.studocu.com/my/document/universiti-teknologimara/english-for-business-correspondance/email-reply-ofprocurement/44968316
GOAL 3 14. LETTER REPLY OF PROCUREMENT A letter reply in the context of procurement is a formal written response from a supplier, vendor, or contractor to a procurement request, such as a Request for Proposal (RFP) or a procurement letter. This letter typically acknowledges the receipt of the procurement request, expresses the supplier's interest in providing the goods or services, and may include additional details or clarifications requested by the buyer. Below is a sample for a letter reply in the procurement context: Reference: Ware, P. (2020, July 27). Letter responding to clarification requests. @Lexisnexis; LexisNexis. https://www.lexisnexis.co.uk/legal/precedents/letter-responding-toclarification-requests
PART C: SAMPLES OF BAD MESSAGE LETTERS (COMPLAINTS AND RESIGNATION) (ENQUIRIES AND PROCUREMENT)
15. MEMO OF COMPLAINT Reference: Yumpu.com. (2015). Customer Complaint Process Implementation - Eugene Water ... Yumpu.com. https://www.yumpu.com/en/document/view/51187134/customercomplaint-process-implementation-eugene-water-
16. EMAIL OF COMPLAINT Reference: Admin. (2017, June 26). Complaint Email - 4+ Examples, Format, Pdf. Examples.com; examples.com. https://www.examples.com/business/complaint-email.html
16. EMAIL OF COMPLAINT Reference: An Email Of Complaint 4 8. (2024). Calameo.com. https://www.calameo.com/books/0060063989739ca646827
17. LETTER OF COMPLAINT Give the basics Include your name, mailing address, and phone number, if you want the business to use it. Include your account number, if you have an account with the business, and the related transaction number. Give the product name and its serial or model number. State the date and place you bought the product or service or had it repaired or serviced. Give important details about the transaction. Tell your story Explain the problem. Give a brief history of what you've done to fix the problem if that helps to explain why you’re writing to the business. Explain how you want to resolve the problem Tell the business what you want, like a refund, repair, exchange, or store credit. Or ask the business to suggest a solution. Name all the documents you include with the letter. Make copies of important documents and send the copies in the letter. Keep the original documents. Tell the business how to contact you. Describe your next steps Say how long you’ll wait for the business to answer you. Pick a date that gives the business time to act. Tell the business what you plan to do next. For example, report it to the Better Business Bureau or your state state attorney general or local consumer protection office. Send your complaint letter Make a copy of the letter to keep. Send your letter by certified mail and ask for a return receipt. If you file your complaint letter online, print the screen that shows your letter or take a screenshot of your letter before you click “submit.”
Example of Letter of Complaint Reference: Wittwer, J. (2024). Free Complaint Letter Template. Vertex42.com. https://www.vertex42.com/WordTemplates/complaint-letter.html
18.EMAIL OF ADJUSTMENT(SAMPLE 1) Reference: Adjustment let ter sample, example, template and format . (2013, August 6). Business Communicat ion Ar t icle. ht tps://www.businesscommunicat ionar t icles.com/adjustment - let ter -sample-example- template-and-format /
18. EXAMPLE OF EMAIL OF ADJUSTMENT (SAMPLE 2) Reference: Wisnu Herdianto. (2021, October 9). Adjustment Let ter Samples | Resolve Var ious Complaints - Englet . Englet . ht tps://englet .com/adjustment /amp/
19. Letter of Adjustment SAMPLE 1 Reference: Adjustment let ter sample, example, template and format . (2013, August 6). Business Communicat ion Ar t icle. ht tps://www.businesscommunicat ionar t icles.com/adjustment - let ter -sample-example- template-and-format /
19. Letter of Adjustment SAMPLE 2 EMPORIUM TEA LTD. GOLF CLUB ROAD, TONGI, GAZIPUR 25TH JULY, 22, MANAGER STATE TEA CORNER 25, DHANMONDI, DHAKA-1211 REF: YOUR LETTER DATED JULY 21, 2022 DEAR SIR, WE HAVE RECEIVED YOUR LETTER OF COMPLAINT DATED JULY 21, 04 REGARDING THE SHORTAGE OF QUANTITY. IT IS PROBABLY THE FIRST TIME THAT WE GET SUCH COMPLAINTS FROM A CUSTOMER REGARDING THE SHORTAGE OF QUANTITY. WHEREAS YOU ARE OUR VALUED CUSTOMER, WE CANNOT DENY ANY HUMAN ERROR MADE BY OUR DISPATCH WORKERS. AS A LARGE CONCERN IN THE COUNTRY, WE HAVE TO DEAL WITH LARGE QUANTITIES EACH DAY AND THEREFORE A SUDDEN ERROR IS POSSIBLE. WE, THEREFORE, ARE DISPATCHING THE SHORTAGE QUANTITY AS PER YOUR ORDER. WE EXPECT YOUR CO-ORDINATION AS BEFORE. WITH THANKS. YOURS FAITHFUL LY SALAM AHMED SALES MANAGER EMPORIUM TEA LTD. Reference: Adjustment let ter sample, example, template and format . (2013, August 6). Business Communicat ion Ar t icle. ht tps://www.businesscommunicat ionar t icles.com/adjustment - let ter -sample-example- template-and-format /
20. Letter of Resignation SAMPLE 1 Reference: ht tps://www.facebook.com/ thebalancemoney. (2023). Sample Resignat ion Let ter for Qui t t ing Your Job. The Balance. ht tps://www. thebalancemoney.com/sample- resignat ion-let ter - 2063053
20. Letter of Resignation SAMPLE 2 Reference: let ter of Resignat ion sample, template, example and format . (2013, August 15). Business Communicat ion Ar t icle. ht tps://www.businesscommunicat ionar t icles.com/let ter -ofresignat ion-sample- template-example-and-format /