Writing Effective

Business
Correspondence
Chapter 3
Let’s Warm Up
 Business Correspondence
Is any type of electronic, printed, or
hand-written communication that
conveys business, commercial, or
industrial message to achieve a specific
purpose.
It may be used in private businesses,
academic institutions, government
offices, and other organizations that
aim to communicate message to a
specific audience.
 It serves several functions -
First, it maintains harmonious
relationship and goodwill.
Second, it serves as evidence or
proof of communication.
Third, it helps one showcase
his/her communication and
problem-solving skills.
Finally, it directs people to act for
a specific purpose.
 Communication in Business
Organization
• Effective communication is the key to success in business.
• Business communication refers to – how people
communicate, whereas organizational communication deals
with whom to communicate.
• Understanding the requirements of good business
communication, developing good communication skills, and
understanding the channels of communication in your
organization will ensure success in your career.
• Communication in business is a two-way process
that follow the common communication
process of sending and receiving messages.
• However, business communication differs on
the medium for it uses paper, pen, typewriter or
computer to make the message tangible to the
receiver.
Communication in Organization

• An organization according to Rosales et al (2009) is

comprised of people who are committed to a
common goal and are ready to share information
and resources in pursuit of a desired goal.
• Communication in organization is relaying messages
or information between and among people inside
and outside an organization.
 To inform

To persuade To promote goodwill

Table 1: Internal Documents Produced in One Organization

Document Description of document Purpose(s) of documents

Transmittal Memo accompanying document, Inform: persuade reader to
telling why it is being forwarded read document; build image
to the receiver and goodwill
Monthly or quarterly Report summarizing profitability, Inform: build image and
report productivity, and problems during goodwill (report is accurate,
period. Use to plan activity for complete; writer
next month or quarter understands company)
Performance Evaluation of an employee’s Inform: persuade employee
appraisal performance, with recommended to improve
areas for improvement or
recommendation for promotion
Memo of Congratulations to employees Promote goodwill
congratulations who have won awards, been
promoted, or earned community
recognition
Table 2: External Documents Produced in One Organization
Document Description of document Purpose(s) of documents
Quotation Letter giving price for a specific Inform; promote goodwill
product, fabrication, or service (price reasonable)
Claim/ Letter granting or denying Inform; promote goodwill
Adjustment customer request to be given
credit for defective goods

Annual report Report to stockholders Inform; persuade

summarizing financial
information for year
Thank you Letters to supplier, customers,
letter or other people who have
helped individuals or the
company
stockholders to retain stock
and others to buy; build
goodwill (company is a good
corporate citizen)
Promote goodwill
 Formal and Informal Channels of
Communication
1. Formal channel of communication follows the usual pattern
of an organizational chart where the superiors are classified
from the subordinates through connecting the lines of
communication to every member of the organization.
2. Informal channel of communication follows an
unstructured channel of communication where lines and
patterns of the organization are vague. This is sometimes
referred as grapevine because it usually relays more
information than the formal communication through chismis
or rumor-mongering.
 Activity 1
• The class will be divide into two groups. Each
group will prepare a role play showing how
communication in business and in organization
works. Afterward, each group will discuss their
presentation to the class.
 Personal and
Business Letters
Lesson 2

More than kisses, letters mingle souls.

- John Donne
 Personal Letter
• Is a written type of communication of an individual to
another concerning personal or family affairs rather than
business matters.
• This kind of letter does not follow certain rules or structures
and uses a less formal wording or colloquial language.
• Personal letter maintains and develops personal relationships
with people whom you consider a friend or a family.
• Lastly this type of letter can be type-written or handwritten
depending on the length of the content.
 Business Letters
• Is a formal type of written letter concerning business
transactions and other business related issues and
information.
• This kind of letter must adhere to certain rules,
restrictions, and formats and must use a formal
language.
• It is commonly written on a clean short bond paper. It
follows a certain margin and free from dirt and scratches
in order to build a good impression to the reader.
 Personal letter versus Business
Letter
Personal letter Business letter
Nature Fully personal in nature Impersonal and universal in
nature
Purpose Exchanging personal or Exchanging various business-
family-related affairs and related issues and information
information
Scope Is limited and contains only Is wide and contains various
personal information types of business information
Structure Does not follow any Follows officially recognized
recognized structure structure
Formality Informal Maintains formal rules and
procedure
 Personal letter versus Business
Letter
Personal letter Business letter
Size May be concise or large in size Generally concise in size and
avoids irrelevant matter
Types Generally cannot be Can be categorized differently
categorized
Salutation Dear friends, my dear x, dear Sir, Dear Sir, Dear Mr. X,
x, etc. Madame, etc.
Language May be easy, poetic, emotional Should be easy and simple
Copy May or may not be preserved Should always be preserved
Method Uses only direct method Uses direct and persuasive
method
The Technique of
Writing a Business
Letters
1. Write from the “you” attitude.
A good letter should have a preponderance of you’s and a
minimum of I’s. Your letter should have the reader’s
viewpoint in mind throughout the text.
Compare:
I : I was happy to hear that my letter of January 5th
provided sufficient information for the
completion of the order for us.
You : Thank you for your assurance that you had sufficient
information for the completion of your order.
2. Accentuate the positive
• Make it an absolute rule never to start or end your letter
with a negative.
Compare:
Positive: Thank you for your order. The merchandise
will go out to you as soon as…
Negative: We regret to inform you that we will not be
able to ship your order until….
3. Make your letter smile
• A business letter should leave a pleasant impression.
• Some phrases have a built-in smile. Here are some
friendly phrases that you can and should use freely:
• We shall be glad to…
• It is a pleasure…
• Thank you…
• We appreciate very much…
• With our compliments…
4. Make your copy live.

• The reader should feel what you say. If

possible, create a visual experience. Let
the reader see himself doing something-
running a machine, telling his friends
about his triumphs, selling more accounts,
reinterpreted the same copy.
 Activity 2
• Interview a corporate or company secretary. List
the step-by-step procedure on how they write a
business letter.
• Write your reflection about it and your “take-
aways” with the interview.