Unit 5: Business letters

BUSINESS LETTERS

A business letter is a formal written communication used between organizations, customers, employees, and stakeholders.
It follows a standard format, professional tone, and clear purpose.

SALES LETTERS

A sales letter is written to promote products or services and persuade customers to buy.

Objectives:

Create interest
Highlight product benefits
Influence buying decisions
Introduce new products or offers

Features of an Effective Sales Letter:

Attractive opening
Focus on benefits, not just features
Strong persuasive language
Evidence or testimonials
Call to action (CTA)
Easy ordering instructions

Structure:

Attention-getting introduction
Details and advantages of product
Proof, examples, offers
Call to action
Courtesy close

CREDIT LETTERS

A credit letter is written by a seller, bank, or company granting credit facilities to customers.

Purpose:

Approve credit request
Inform about credit limits
Communicate terms and conditions
Maintain customer relations

Contents of a Credit Letter:

Reference to customer request
Credit approval or rejection
Credit amount and terms (interest, repayment)
Conditions (security, guarantor)
Thank-you and goodwill statement

CLAIM AND ADJUSTMENT LETTERS

A. Claim Letter

A claim letter is written by a buyer to request compensation for defective goods, poor services, shortages, or delays.

Characteristics:

Polite and factual
Clear description of the problem
Evidence (invoice No., date, photos, etc.)
Desired adjustment (replacement, refund)

B. Adjustment Letter

An adjustment letter is a seller’s response to a claim letter.

If the claim is valid:

Apologize
Accept responsibility
Offer solution (refund, replacement)
Assure better service in future

If claim is invalid:

Express concern without blaming
Provide explanation
Maintain goodwill

JOB APPLICATION LETTER

A job application letter (or cover letter) is written by a candidate expressing interest in a job and requesting an interview.

Purposes:

Introduce the applicant
Highlight qualifications
Show suitability for the job
Request an opportunity for an interview

Structure:

Sender’s address
Date
Employer’s address
Subject line
Salutation
Introduction
Body (education, experience, skills)
Conclusion (request for interview)
Signature

Qualities of a Good Job Application:

Clear and professional
Specific to job role
Highlights achievements
Error-free formatting and grammar

RÉSUMÉ (CURRICULUM VITAE)

A résumé is a structured document summarizing an applicant’s education, skills, and work experience.

Purpose:

Provide employer with candidate’s profile
Present qualifications concisely
Help employer filter suitable candidates

Types of Résumés

1. Chronological Résumé

Lists experience from most recent to oldest
Preferred by employers

2. Functional Résumé

Focuses on skills rather than experience
Suitable for freshers or career changers

3. Combination Résumé

Mix of chronological and functional styles

Typical Résumé Structure:

Contact Information
Career Objective
Academic Qualifications
Work Experience
Technical and Soft Skills
Projects / Internship (if any)
Achievements & Awards
Hobbies / Interests
References (optional)

Qualities of an Effective Résumé:

Neat, accurate, and concise
Tailored to job requirement
Uses action verbs (managed, developed, implemented)
No spelling/grammar errors

Quick Revision (Exam-Oriented)

Sales Letter: Persuasive letter to promote products/services.
Credit Letter: Informs customer about approval/rejection of credit.
Claim Letter: Buyer requests correction for defective goods/services.
Adjustment Letter: Seller replies to claim; resolves issue.
Job Application Letter: Formal letter expressing interest in a job.
Résumé: Summary of education, skills, experience for employment.

Reports

Introduction

A report is a formal document that presents information in an organized way to help decision-making. It provides facts, findings, analysis, and recommendations on a specific problem or topic.

Types of Reports

A. Based on Purpose

Informational Reports – Provide data and facts without giving suggestions. Example: Annual report, sales report.
Analytical Reports – Include analysis, interpretation, and recommendations. Example: Feasibility report, project evaluation report.

B. Based on Function

Routine/Periodic Reports – Prepared regularly (daily/weekly/monthly). Example: Attendance report.
Special Reports – Written for a specific situation or investigation. Example: Accident investigation report.

C. Based on Formality

Formal Reports – Detailed, structured, and follow strict formats. Example: Research report, business proposal.
Informal Reports – Short, less structured, written as memos or emails.

D. Based on Direction

Internal Reports – Used within the organization.
External Reports – Prepared for people outside the organization. Example: Reports for shareholders, customers, government.

Structure of a Report

A standard report contains the following sections:

A. Front Section

Title Page
Acknowledgement (optional)
Table of Contents
Executive Summary / Abstract – Brief overview of purpose, method, findings, and recommendations.

B. Main Body

Introduction – Background, purpose, scope, limitations.
Methodology – How data was collected (survey, interview, observation).
Findings / Data Presentation – Tables, charts, facts.
Analysis / Discussion – Interpretation of findings.
Conclusions – What the findings mean.
Recommendations – Actionable suggestions.

C. Back Section

Bibliography / References
Appendices – Extra data, forms, graphs.

Style of Report Writing

A. Language

Clear, simple, and precise.
Use formal tone.
Avoid slang and complex sentences.

B. Presentation

Use headings, subheadings, tables, and bullet points.
Maintain uniform font and spacing.

C. Objectivity

Reports must be factual, neutral, and unbiased.

D. Conciseness

Present maximum information in minimum words.

E. Accuracy

Data should be correct and verified.

Steps in Writing a Report

Identify the problem or purpose.
Collect relevant information.
Organize data logically.
Prepare an outline.
Write the first draft.
Revise and edit.
Prepare the final report.

Technical Proposal:

Introduction

A technical proposal is a formal document that presents a plan, solution, or approach to solve a technical problem. It is submitted to clients, management, or funding agencies to secure approval, support, or business.

Parts of a Technical Proposal

A standard technical proposal includes:

A. Cover Page

Title of proposal
Name of organization/author
Date, contact details

B. Executive Summary

Short overview of the entire proposal
Highlights problem, solution, benefits

C. Problem Statement

What issue needs to be solved
Why the problem is important

D. Objectives

Clear goals the proposal aims to achieve

E. Proposed Solution / Methodology

Technical approach
Tools, technology, process
Step-by-step method

F. Project Plan

Timeline
Work breakdown structure
Activities, milestones

G. Budget / Cost Estimate

Resources needed
Financial details

H. Expected Outcomes

Benefits, deliverables, impact

I. Organization Capability

Expertise, experience of team

J. Conclusion

Summary and call for approval

K. Appendices (if needed)

Charts, diagrams, references, data

Types of Technical Proposals

A. Solicited Proposal

Requested by a client through RFP (Request for Proposal)
Follows strict format and guidelines

B. Unsolicited Proposal

Not requested; voluntarily submitted to propose a new idea
More flexible in structure

C. Internal Proposal

Submitted within the organization (e.g., request for new equipment)

D. External Proposal

Submitted to outside parties (clients, government, investors)

E. Grant/Funding Proposal

Prepared to obtain money for research or development projects

Writing a Good Technical Proposal

Key Principles

Clarity – Easy to read and understand
Conciseness – No unnecessary details
Technical Accuracy – Correct use of data and methods
Persuasiveness – Demonstrate why your solution is best
Professional formatting – Headings, tables, diagrams

Steps

Understand the client’s needs
Research the problem
Draft the solution
Prepare cost and timeline
Review and edit
Finalize the proposal

Significance of Technical Proposals

Helps organizations secure projects/funding
Presents a structured plan for problem-solving
Reduces risk and ensures clarity in technical work
Builds trust and credibility with clients
Acts as a contract or reference document

NUANCES OF DELIVERY & BODY LANGUAGE

Nuances of Delivery

Refers to the fine details that improve communication impact.

Key Elements:

Tone – Confident, polite, and suitable for the context
Pace – Not too fast or slow
Pitch – Use variation to maintain interest
Volume – Audibility without shouting
Pause – Strategic pauses to emphasize points

Body Language in Communication

Non-verbal cues that support your message.

Important Aspects:

Posture – Straight, relaxed, confident
Eye Contact – Maintains connection and trust
Facial Expressions – Match the message
Gestures – Natural movements to emphasize points
Hand Movements – Controlled, not distracting
Appearance – Formal, neat, professional
Proximity – Maintain appropriate distance
Movement – Purposeful, not excessive

Good body language enhances clarity, confidence, and persuasion.

DIMENSIONS OF SPEECH

Syllable

The smallest unit of sound in a word.
Each syllable has one vowel sound.

Example:

"Computer" → com – pu – ter (3 syllables)

Understanding syllables helps in pronunciation and stress patterns.

Accent

Accent refers to:

Stress on certain syllables within words Example: PRE-sent vs pre-SENT
Style of speaking based on region or language background Example: Indian accent, British accent, American accent

Correct accent and stress improve clarity and professionalism.

Pitch

Pitch refers to the highness or lowness of the speaker’s voice.
It is controlled by the vibration speed of vocal cords.
High pitch = excitement, urgency.
Low pitch = seriousness, confidence.

Importance:

Helps express emotions.
Maintains listener interest.
Avoids monotony.

Rhythm

Rhythm is the pattern of stressed and unstressed syllables in speech.
Good rhythm makes speech smooth, flowing, and easy to follow.

Features:

Balanced pauses
Consistent pace
Natural flow
No abrupt breaks

Importance:

Improves clarity
Helps audiences understand complex ideas
Enhances impact of presentation

Intonation

Intonation refers to the rise and fall of voice during speech.
Indicates attitude, emotions, and meaning.

Types:

Rising intonation – used in questions, uncertainty.
Falling intonation – used in statements, commands, completeness.
Flat intonation – lack of emotion, used for simple facts.

Examples:

“You are coming?” (Rising)
“This is final.” (Falling)

Importance:

Makes speech expressive
Helps convey correct meaning
Avoids miscommunication

Paralinguistic Features of Voice

Paralinguistics refers to non-verbal elements in voice that accompany speech.

Key Features:

Tone – attitude reflected in voice
Volume – loudness or softness
Rate of speech – fast or slow
Stress – emphasis on certain words
Pause – silence for effect
Quality of voice – smooth, harsh, nasal, etc.

Importance:

Reinforces message
Shows confidence
Enhances emotional appeal

Communication Skills

Communication skills include:

Clarity
Conciseness
Courtesy
Confidence
Active listening
Empathy
Feedback skills
Non-verbal communication
Adaptability
Audience awareness

Good communication is essential for leadership, teamwork, customer handling, and management roles.

Presentation Strategies

Effective presentation strategies include:

1. Planning

Know your audience
Define objective
Prepare outline
Create slides (simple, readable)

2. Structure

Introduction
Main content
Examples and visuals
Conclusion

3. Delivery

Maintain eye contact
Use simple language
Keep steady pace
Use gestures naturally
Engage the audience

4. Visual Aids

Use charts, graphs, images
Avoid excessive text

5. Practice

Rehearse multiple times
Manage time
Prepare for questions

Group Discussion (GD)

Objective of GD:

Assess communication skills
Evaluate teamwork
Check logical thinking
Observe leadership qualities
Understand attitude and behaviour

Do’s in a GD:

Initiate if confident
Speak clearly
Back points with examples
Listen actively
Encourage others
Maintain eye contact

Don’ts in a GD:

Do not interrupt rudely
Do not argue aggressively
Do not dominate
Do not change topic abruptly

Interview Skills

Types of Interviews

HR interview
Technical interview
Panel interview
Stress interview
Telephonic/video interview

Preparation

Research company
Know your resume
Prepare common questions
Dress formally
Arrive on time

During Interview

Maintain posture
Answer concisely
Be honest
Show confidence
Ask relevant questions

After Interview

Thank the interviewer
Follow up if needed

Workshop, Conference & Seminars

Workshop

A workshop is a hands-on training program.
Focuses on practice, activities, and skill development.
Participants work in small groups.

Features:

Practical exercises
Expert guidance
Tools and demonstrations
Learning-by-doing

Conference

A conference is a large formal meeting where experts discuss a specific theme or topic.
Involves presentations, keynote speeches, panel discussions.

Features:

Multiple sessions
Large audience
Professional networking
Research presentations

Seminar

A seminar is an academic or professional discussion session on a focused topic.
Usually shorter and involves one or few speakers.

Features:

Speaker-led
Question–answer sessions
Smaller audience than conferences
Knowledge sharing