BUSINESS

CORRESPONDENCE
Communication
Business Letters

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Introduction
Business Correspondence is about professional communication between
two professional organisation.

Business = Professional
Correspondence = Communication via letters

It’s the main official communication tool that has been used for a long
time and will remain until the foreseeable future.

Let’s break down communication first.

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Communication
Definition: a process of sending and receiving information
through oral, non-oral, or written messages.

Why do we communicate?
• to spread or give information, command, persuasion, warning,
encouragement, advice, suggestion
• to lift individual spirits
• to inform what should be informed

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 Type Formal Comm Informal Comm.

Oral Meetings, seminars, press Interpersonal

conferences, interviews, communication, gossips
forums

Non-oral Letters, memos, E-mails, sms, mms,

proposals, reports banners, buntings

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 Communication Process

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Business Letters
A business letter is written to “convey information from one
organization to another”
Written in formal language
The overall style of letter depends on the relationship between the
parties concerned (customers, clients, external parties).
Some of the common purposes for writing business letters are:
1. Making an enquiry
2. Replying to a request
3. Making a complaint
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Importance of Business Letters
• Represent your company’s public image and your competence.
• More personal than a report, yet more formal than memos or e-mail.
• More permanent than e-mail.
• Constitute an official legal record of an agreement.
• Letters follow up on telephone calls and other types of oral
communications
• Letters provide a wide range of corporate information
• Letters can support action
• Letters sell
• Letters are efficient for targeted
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MUHAMMAD SYAFIQ mailings
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Writing Effective Business Letters
Analyze Your Audience:
• Who is my audience?
• Will my audience be favorably or unfavorably disposed to what I am going to
say?
• What kinds of information will my audience expect me to supply?
• How will my audience use the information I am sending?
• What impression do I want my letter to make on readers?
Have a clear sense of your purpose and theirs
Select the best communication strategy
Draft, revise, and edit your letter

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Criteria of Good Business Letters
Clear

Complete
Concise

Good
Convincing business Correct
letter

Conversational Courteous

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Helpful Phrases in Writing
Business Letters

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Starting
• We are / I am writing 
• to inform you that ...
• to confirm ...
• to request...
• to enquire about …
Making reference
• Thank you for your letter of January 20.
• Thank you for contacting us.
• Thank you for your letter regarding ...
• With reference to our telephone conversation yesterday...
• With reference to your advertisement in ……

Making a request
• We would appreciate it if you would ...
• In addition, I would like to receive ...
• It would be helpful if you could send us ...
• I would be grateful if you could…
• I am interested in (obtaining / receiving) ...
• Please let me know what action you propose to take.

Enclosing document • I am enclosing..

• Enclosed you will find
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Offering help
• Would you like us to ...?
• We would be happy to ...
• We are quite willing to ...
• Our company would be pleased to ...
Giving good news
• We are pleased to announce that ...
• I am delighted in inform you that ..
• You will be pleased to learn that ...
Giving bad news
• We regret to inform you that ...
• I'm afraid it would not be possible to ...
• After careful consideration we have decided (not) to ...

Complaining

• I am writing to express my dissatisfaction with ...

• Please note that the goods we ordered on ( date )
have not yet arrived.
• We regret to inform you that our order is now
considerably overdue.
• I would like to query the transport charges which seem unusually high.

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The Format of Business Letters
Three Basic Letter Formats:
1. Block Format: All lines start at the left margin. There are no paragraph
indent. This type of full block style format is widely used because letters in
this format can be typed quickly.
2. Modified Block Format: Similar to full block format with two exceptions:
The date line and closing signature are placed on the right side of the page.
The best position for both is five spaces to the right of the center line.
3. Simplified Format: Contains no salutation and no complimentary close, but
it almost always has a subject line. It is extremely useful for impersonal
situations and for situations where the identity of the recipient is not
known. In personal situations, writers start the first paragraph with the
recipient’s name.
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Full block vs. Modified block format
Simplified format
Letterhead (Sender’s) Company’s logo- company’s name, address, phone, fax numbers, e-mail address and Web
address (if any)

Reference Number Relates to the correspondence files used in the company. Enables the letter to be located at a
later date.

Date Written with the day first. E.g. 12 January 2011

Inside Address Include the title (E.g. Mr, Ms, Mrs, Dato’, Haji) and full name of the receiver, his/her job title
(Receiver’s) and complete address. If the person’s name is not known, the job title (e.g. Marketing
Manager) can be used instead.

Salutation E.g. Dear Encik Rashid, Dear Ms Tan.

If you do not know the receiver’s name, write Dear Sir or Dear Madam, if the gender is
unknown, write Dear Sir/Madam

Subject Line Should be concise and precise. E.g. LATEST CATALOGUE OF WIRA CHILDREN’S
CLOTHING.

Body of the Letter Introduction, body and conclusion.

Complimentary Close Thank You.
Company’s Name Sender’s Signature, Name and Job Title.
Enclosure Notation Other attachment e.g. document, summary, brochure.
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Logo/ Letterhead Component Outsource Ltd.,
(Sender’s Add.) 240 Jalan Orchard 5,
46900 Petaling Jaya
Tel: (65) 283 72 834
Fax: (65) 283 72 239

Reference No. 453/PTJ/214

Date 12 December 2018

Encik Rosman Kamaruddin,

Inside Address General Manager,
(Receiver’s Add) Pintas Painters,
26, Jalan Kelang Lama,
53000 Kuala Lumpur.

Salutation Dear Encik Rosman:

Subject Line LATEST CATALOGUE OF WIRA CHILDREN’S CLOTHING

This is where you will begin the first paragraph of your business letter. Do not indent any
Body of Letter spaces in a block format. Start each line at the left margin. When you are ready, you may go
on to your second paragraph.

Second paragraph… Third paragraph…

Complimentary
Close Thank you.

Sender’s Name Yours sincerely,

…………………
Designation
Sumaiyah
Cik Sumaiyah Razak
Consultant

Enclosure Enclosed
Types of Business Letters
1. Enquiry Letter
2. Complaint Letter
3. Adjustment Letter
4. Order Letter

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Enquiry Letter
• Written when we need to ask for more information concerning a
product, services, publication or procedure that interests us.
• Be sure to supply appropriate stock and model numbers, pertinent
page numbers, or exact descriptions
• E.g. Letter from a prospective customer- thank them for their enquiry,
give all the relevant information and express the hope of good
business relations.

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Enquiry Letter
Rules for effective enquiry letters:
 states information writer wants
 indicates clearly why the writer must have the information
 keeps questions short and to the point
 specifics when the writer must have the information
 thank the reader
Some points to remember in a letter of enquiry:
 Giving reference: With reference to your advertisement in … / Regarding your
advertisement in…
 Requesting a Catalogue, Brochure etc: Referring to your advertisement , would (could)
you please send me…
 Requesting Further information: I would also like to know … / Could you tell me
whether…
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Logo/ Letterhead Services Section,
(Sender’s Add.) Gasom Industrial Agency,
47833 Orunda Lane,
Alberta

Date 30 November 2017 SAMPLE:

Mr. Arnold Graffer, Enquiry Letter
Inside Address Customer Care Officer,
Halla Business Ventures,
(Receiver’s Add)
3474, Kobe Avenue,
278100 Jenseem
Salutation
Dear Mr. Arnold:

Subject Line PRODUCT INQUIRY LETTER

On behalf of the management of Gasom Industrial Agency, it is my pleasure to write this letter to
Body of Letter you. Without taking too much of your precious time, the main purpose is to make an inquiry about
3 Paragraphs: the travelling package product designed by your company.
1. Purpose
Although a sales representative came from your organization to explain the product to us, he was
2. Details not explanatory enough. His explanations raised more questions than answers. Therefore, I will
appreciate it if you can send us a very detailed explanation of the product complete with all the
relevant descriptions and images. These will assist us in making our decision in purchasing the
product.
3. Hopes & dreams
Thanking you in anticipation of your response.

Complimentary Close Yours faithfully,

…………………
Sender’s Name & Kugan Patil,
Designation Services Officer,
Gasom Industrial Agency.
Letter of Reply to an enquiry/inquiry:
• The choice of opening and closing lines depends on the purpose of the inquiry
and the relationship you want to establish between receiver and the sender.
Useful expressions:
• Thank you for opening an account with…
• Thank you for your request for information.
• If I can help in any other way, please let me know.
• We thank you for your interest in this course and wish you well in your career.
• I appreciate your assistance and look forward to doing business with you and
your company.
• I am pleased to be able to fill this order for you.
• The brochure you requested is enclosed.
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 Customer Care Officer,
Logo/ Letterhead Halla Business Ventures,
(Sender’s Add.) 3474, Kobe Avenue,
278100 Jenseem

Reference No. TM/ST

SAMPLE:
Date 5 December 2017
Replying to Enquiry
Kugan Patil,
Inside Address Services Section,
(Receiver’s Add) Gasom Industrial Agency,
47833 Orunda Lane,
Alberta
Salutation Dear Mr. Kugan:

Subject Line RE: PRODUCT INQUIRY LETTER

Thank you for your letter of 30 November 2017 inquiring about our product.
Body of Letter
3 Paragraphs: I am sorry to hear that one of our representative was not able to fulfill your needs. We are
Each paragraph responds pleased to provide you with our full catalogue of travelling packages available currently
directly based on the and some planned in the future. Detailed explanations with descriptions and images are
paragraphs of the inquiry included. A guide for booking, payment, and on-the-day procedures are also provided.

Please do no hesitate to contact me directly at +1023-456789 for any further inquiries.

Complimentary Close Thank you for your interest.

Sender’s Name & Sincerely,

Designation ……………………
Lee Morgan
Sales Manager
Enclosure Enclosed documents are for your perusal.
Complaint Letter
• Arise out of disappointment, frustration, annoyance, even anger.
• Depends on the occasions where you either have to make a complaint or
deal with one.
• The letter should be confined to a statement of the facts that followed by
an enquiry about what the company will do about it or suggestion of how
you expect the matter to be dealt with.
• Should avoid from being rude or sarcastic when writing the letter.
• Should aim to repair and maintain relationships.
• Should always display restraints and courtesy.
• Seek to bring about improvement in a situation and an assurance that the
state of affairs which prompted the complaint will not recur.
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Sender’s Add. 25 Finch Albert Street,
(Phone number is also Greenborough,
included) LS20 2JT Leeds
0113 29375 28

Date 15 June 2018

SAMPLE:
Inside Address Mr. Sivaraja
55, Winsdownster Road,
Complaint Letter
(Receiver’s Add) S58 L32 Sheffield

Salutation Dear Mr. Sivaraja:

Subject Line BUNGALOW AT 1 CRESENT ROAD, GREENSBOROUGH, LEEDS

I signed the contract for the building of this property in November 2017. At that time you
Body of Letter estimated that the work would be completed and the bungalow ready for occupation in
3 Paragraphs: about 6-8 months’ time. That was 9 months ago, and the work is still only half finished.
1. Dissatisfaction
2. Details / Facts / The delay is causing a great deal of inconvenience not only to me but also to the buyer of
Cost my present home. Obviously, I cannot transfer until the bungalow at Cresent Road is
3. Compensation / finished.
What you want
them to do I hope you can proceed with this work without any further delay. Please let me know
when you expect it to be finished.

Complimentary Close Your cooperation is highly appreciated.

Yours sincerely,
Sender’s Name & ……………………
Designation RICHARD MARX
Adjustment Letter
 Refers to responses on the written complaints.
 When a company has made a mistake, it is important to
acknowledge it, correct it and apologize for any inconvenience.
Adjustment letters are typically written to apologize for:
 A defective or damaged product
 A missed deadline
 Making mistake on a customer’s account
 A shipping error
 Damaged property
 Poor quality or serviceMUHAMMAD SYAFIQ BIN SHAHRIL AZMI NG
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The 5 A’s in Adjustment Letter
• Acknowledge – acknowledge that that writer has received the
complaint letter
• Accept – if any blame should be borne by the writer, this should be
mentioned. The writer should accept the blame
• Account – give full account of what went wrong.
• Act – make reference to action which will be or has been taken
• Assure – try as best as possible to give assurance that the incident will
not recur.

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Sender’s Add. 55, Winsdownster Road,
S58 L32 Sheffield
0112 56985 12

Date 20 June 2018

Mr. Richard Marx SAMPLE:

25 Finch Albert Street,
Inside Address
Greenborough, Adjustment Letter
LS20 2JT Leeds

Salutation Dear Mr. Richard:

Subject Line ADJUSTMENT FOR BUNGALOW AT 1 CRESENT ROAD, GREENSBOROUGH, LEEDS

We have received your letter of 15 June 2018 about our work on the bungalow. We
apologize for the delay on the completion of the bungalow.
Body of Letter
3 Paragraphs: Unfortunately, there had been an incident that involves our supply chain which is causing
1. Acknowledge & delay for all our projects. It was an unforeseen circumstance that had occurred a few
Accept months ago that is drastically reducing our ability to keep up with our work schedule.
2. Account
3. Act & Assure We are currently actively looking for other alternatives in order to get things back up and
running as soon as possible. We understand your frustrations and we would like to offer you
a 20% rebate from your total price as compensation. We have enclosed the updated invoice
together for your convenience.

Complimentary Close Thank you for your understanding.

Yours sincerely
Sender’s Name & …………………
Rowanda Fisher
Designation Customer Service Manager

Enclosure Enclosed are for your perusal.

Order Letter
 Written when you are certain about the items or service you require.
 The objective is to provide the vendor with detailed instructions for
fulfilling an order. Known as a purchase order or PO.
 It also serves as a legal record of the transaction and, consequently,
should be written with care.
 The scope should include only the information needed to fulfil the order.
 The vendor does not need to know why you are placing the order, what it is
going to be used for or for whom it is intended.
 The vendor only needs to know when you expect delivery and how you
intend to pay the bill. 

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Sender’s Add. Magnum Ltd.
(Phone number is also 827, Jalan Bulatan Pahang,
included) Kuala Lumpur

15 May 2018
Date
Mr Wong Tai
Wils & Company BOOKS, Ltd.
Inside Address
233, Jalan Puchong,
(Receiver’s Add) Puchong Lama.

Salutation Dear Mr Wong,

SUBJECT: ORDER 500 COPIES OF ENGLISH BOOKS

As per our discussion on 29 April, we are pleased to place an order for 500 copies of English Books
by Jane Doe on the following terms and conditions:
1. The cost of each book will be RM 39.90 (inclusive all taxes).
2. Payment terms will be a post-dated cheque of 50% advance with order. This cheque will be
cleared on the day of the delivery.
Body 3. Delivery will be done within seven (7) days from the order date.

Delivery will be done at:

Magnum Ltd.
827, Jalan Bulatan Pahang,
Kuala Lumpur
Tel: (03) 382729573

Closing If the order is not delivered as per the above terms and conditions, the order stands cancelled.

Thank you.
Yours sincerely

Ms Rafizah Yaakob
Customer Service Manager