Ans 1. - While drafting business messages, there are few points which we have to notice.

1) Identifying all possible audiences. Who are ALL the people who may eventually want or need to
read your document?
2) Maintaining Social etiquette. That means we need to focus on our communication environment
and reduces ugly Formal responses.
3) Be Direct. Presenting the crux of the message in the first 150 words is a good idea when it
comes to business writing. It saves the reader time and sharpens the argument.
4) Clarity of thought. Thinking while, rather than before writing, makes the writing less structured,
meandering, and repetitive. Business writing requires the skill to reduce long, rambling
sentences into concise, clear ones. One needs to extract what is significant to write clearly.

Using the You Attitude:

Using “You” will make you sound like Dictatorial. Will make someone else feel Guilty. It also goes
against your organization’s style.
Maintaining Standard of Etiquette:
Good manners and proper etiquette include age-old sentiments like the Golden Rule and putting
others before yourself. It means being honest, trustworthy, and having the ability to put other people
at ease. It also means exhibiting kindness and courtesy when working with others.
Instead of this: You’ve been sitting on our order for two weeks, and we need it now!
Write this: Our production schedules depend on timely delivery of parts and supplies, but we
have not yet received the order you promised to deliver two weeks ago. Please respond today
with a firm delivery commitment.
Even if a situation calls for you to be brutally honest, express the facts of the matter in a kind and
thoughtful manner.
Emphasizing The Positive:
During your career, you will have many occasions in which you need to communicate bad news.
However, there is a big difference between delivering negative news and being negative. When the
tone of your message is negative, you put unnecessary strain on business relationships. Never try to
hide negative news, but always be on the
lookout for positive points that will foster a good relationship with your audience.
Instead of this: We wasted $300,000 advertising in that magazine.
Write this: Our $300,000 advertising investment did not pay off. Let’s analyze the experience
and apply the insights to future campaigns.
Euphemisms are milder synonyms that can express an idea while triggering fewer negative
connotations, but they should never be used to obscure the truth.
Using Bias-free Language:
Bias-free language avoids words and phrases that unfairly and even unethically categorize or
stigmatize people due to gender, colour, nationality, aging, or disabilities in an unjust or maybe
immoral manner.
Gender bias: Avoid sexist language by using the same labels for everyone, regardless of gender. Don’t
refer to a woman as a Lady doctor and man as a doctor.
Racial and ethnic bias: Avoid identifying people by race or ethnic origin unless such a label is relevant
to the matter at hand—and it rarely is
Age bias: Mention the age of a person only when it is relevant. Moreover, be careful of the context in
which you use words that refer to age: such words carry a variety of positive and negative
connotations.
Disability bias: Physical, mental, sensory, or emotional impairments should never be mentioned in
business messages unless those conditions are directly relevant to the subject. If you must refer to
someone’s disability, put the person first and the disability second.
These are the few steps by which we can help Interns to understand Business writing.

Ans 2. Firstly Lisa need to clarify the purpose of the letter then she needs to gather the information on
classes and dates to help the professor to recall her and she needs to clarify the seek of this
recommendation letter from him/her.

2/15 Chhatra Marg,

Professor R C Sharma
School of Economics
Delhi 110007

Respected Professor R C Sharma:

Dear Sir, I hope you are doing well. I hope you remember me as I was graduated three years ago and I
used to be a brilliant student in all subjects. I recently looking to pursue my further education in
management studies from a reputed college. As a part of the documentation, I need a reference letter
form my former professor. I will be pleased if you are willing to provide me a letter of advice on my
behalf. I had a fantastic time as your student. I feel you have watched me for all of my abilities that I
have displayed throughout the time as a student of your class.

I might want to enlighten you and concentrate on my achievement and talents for your reaction. You
can consider that I was the Team leader in the Math Club and Economics Club. Your letter can be
considered for the admission as this is the requirement. I have represented the college in the inter
college math Olympiad. I hope you remember me as a brilliant student in your subject.

Please be as be particular as possible in your letter, and include examples. you would have to add all
the achievement and academic standings in your letter. And I appreciate that took proper time to read
this and understand my concern. The timeframe for delivering the letter is 15/06/2022. I have shared all
the information that you may require while writing the letter of recommendation. If you require any
extra data then please let me know.

Thanks for time and help.

Recommendation letter is a document which helps student or employees to assist them to get their
desired admission or Jobs.
Ans 3 (A). The Tone of the Letter is one of the main items to be noticed will writing the any Letter of
Claim. The Tone of letter should be kept to at least a business casual level, if not business formal, in
order to maintain a professionalism to the request. Furthermore, the writer should pen the complaint
with the assumption that the request will be granted upon receipt. Writers should consider the reader
and purpose of the Claim letter to be cognizant of the tone and voice they use to communicate with
their readers. Sensitivity to the reader stance on a particular topic will affect their perception of the
writer as the argument unfolds: a respectful tone is more likely to reach the reader than one that is
condescending. Appropriate tone for the Letter of Claim is that in which the customer has explain his
problem of the related good which he/she has brought earlier from the seller. Written communication
and most forms of digital communication generally require more tact than oral communication does.
When you are writing, your words can be softened by your tone of Writing and written expression.
Plus, you can adjust your approach according to the feedback you get. If you inadvertently offend
someone in writing or in a podcast, for example, you don’t usually get the immediate feedback you
would need to resolve the situation. In fact, you may never know that you offended your reader. While
writing a Claim letter we need to communicate in positive manner. Instead of writing Repair my laptop
today at any cost". We can write this “If it is impossible to repair my laptop today, please provide a
Loaner unit until my laptop is repaired”. If you find it necessary don’t criticize, just try to go with the
flow or try to corporate with the seller to get the best service as early as possible.

Ans3 (B). As a Jass Javvy we have write a complaint letter to Flipkart

Date: 19 March 2022

From
Jass Javvy
Respected sir,
My name is Jass Javvy. I purchased a Kitchen Aid stand Mixer from Flipkart on 1 January 2022 for an
amount of Rs.40000. This included delivery and 40- days money - back Offer. I have purchased this
machine to get Satisfactory result but now it not even closes to that. So, as it is under 40-day money
back offer I decided to return the product to the Flipkart on 5 January. I have called many times to the
company every week and all the representative inform you over phone that the transportation and
handling charges as well as money equivalent to the price of the mixer, would be credited to your
account. On 15 March i have received the statement for my credit card and I found out that no amount
has been credited in my credit card for the mixer, and also haven’t received any amount regarding Its
Transportation, and handling expenses.
So, please considered this as a formal complaint letter, and I want the refund amount of the product
which I have returned under the buyback policy because that product is not giving the satisfactory
result.

Yours Truly
Jass Javvy