1. Forms of Technical Communication Sales & Credit Sales & Credit Letters of Enquiry Letter of Quotation Order Claim and Adjustment letters Job Application and Resume

2. Sales & Credit Sales letters can be defined as detailed advertisement, which directly reach the doorstep of a prospective customer or consumer. Sales letters can be defined as detailed advertisement, which directly reach the doorstep of a prospective customer or consumer. Sales letters are written to draw the attention of the customers towards the sale of a product. It should be persuasive and action oriented. Sales letter has two functions. The first is to introduce the company and its products and the second is to direct the customers towards the product. Effective sales letters generally have four objectives. Sales letters are written to draw the attention of the customers towards the sale of a product. It should be persuasive and action oriented. Sales letter has two functions. The first is to introduce the company and its products and the second is to direct the customers towards the product. Effective sales letters generally have four objectives.

3. Gaining attention of the readers Gaining attention of the readers Arousing interest and desire in them Arousing interest and desire in them Tactfully convincing the readers that the product is the best. Tactfully convincing the readers that the product is the best. Ensuring action through motivation. Ensuring action through motivation.

4. We can say the main purpose of sales letters is AIDA- A- Attention I- Interest D- Desire A- Action

5. CREDIT LETTERS The word ‘credit’ has become the watchword of all business activities these days. The policy of ‘Buy now and pay later’ is fast gaining ground, among the business organizations as well as consumers. Credit facilities generally ‘demand and supply’ of the market. Sometimes credit is offered voluntarily; sometimes it is sanctioned on request. Likewise, sometimes the request is turned down by the companies; sometimes the consumer turns down the credit offer. In limited words we can say ‘A Letter of Credit is a document issued by bank. It acts as an irrevocable guarantee of payment to a beneficiary. The word ‘credit’ has become the watchword of all business activities these days. The policy of ‘Buy now and pay later’ is fast gaining ground, among the business organizations as well as consumers. Credit facilities generally ‘demand and supply’ of the market. Sometimes credit is offered voluntarily; sometimes it is sanctioned on request. Likewise, sometimes the request is turned down by the companies; sometimes the consumer turns down the credit offer. In limited words we can say ‘A Letter of Credit is a document issued by bank. It acts as an irrevocable guarantee of payment to a beneficiary.

6. There are five types of credit letters- Requesting of Credit Requesting of Credit Enquiries about Status Enquiries about Status Response to Status Enquiries Response to Status Enquiries Letters Granting Credit Letters Granting Credit Letters Refusing Credit Letters Refusing Credit

7. Letters of Enquiry In business a lot of information is gathered from many organizations. Information is requested through letters of enquiry. Letters of enquiry can be of two types. In business a lot of information is gathered from many organizations. Information is requested through letters of enquiry. Letters of enquiry can be of two types. Solicited Enquiry Solicited Enquiry Unsolicited Enquiry Unsolicited Enquiry

8. Enquiry made in response to the advertisement seller is known as Solicited enquiry. Enquiry made in response to the advertisement seller is known as Solicited enquiry. Enquiry made by the buyer at his own accord is known as unsolicited enquiry Enquiry made by the buyer at his own accord is known as unsolicited enquiry

9. Name of Sender, Name of Sender, Address of Sender, Address of Sender, Date, Date, Name of Recipient, Name of Recipient, Address of Recipient, Address of Recipient, Dear Sir/ Madam, Dear Sir/ Madam, Sub- Sub- First Paragraph- introduce your inquiry First Paragraph- introduce your inquiry Second Paragraph- here you need to give detail of inquiry Second Paragraph- here you need to give detail of inquiry Third Paragraph if required- ask for the prompt response Third Paragraph if required- ask for the prompt response Thanking you, Thanking you,

10. Letter of Quotation Letter of quotation are quite similar to letters of enquiry, infact, they serve as a sequel to letters of enquiry. The letter of quotation are written, when writer, having been satisfied with the response to his enquiries and wants to know the price of the product, or rent/ remuneration for providing a service. In other words, it is a letter enquiring about the price, the financial part of a job assigned, or hiring up a specific. Usually quotation are invited through a tender notice, which appear almost daily in newspapers, but they are on a considerable big scale. Letter of quotation are quite similar to letters of enquiry, infact, they serve as a sequel to letters of enquiry. The letter of quotation are written, when writer, having been satisfied with the response to his enquiries and wants to know the price of the product, or rent/ remuneration for providing a service. In other words, it is a letter enquiring about the price, the financial part of a job assigned, or hiring up a specific. Usually quotation are invited through a tender notice, which appear almost daily in newspapers, but they are on a considerable big scale.

11. Letter of order To run the business smoothly, many things are required and so to arrange those things, letters of order are written. In letters of order, request is made for dispatch and delivery of goods against payment or on credit. To run the business smoothly, many things are required and so to arrange those things, letters of order are written. In letters of order, request is made for dispatch and delivery of goods against payment or on credit.

12. Claim and Adjustment letter Claim letters are those letters which bring the mistakes to the knowledge of those who must own the responsibility for them. Sometimes the quality of a product or a service is unsatisfactory, or the consignment has been wrongly packed, damaged due to careless packing or handling, or dispatched to a wrong destination. Letters written to point out such mistakes and to ask the defaulters to make amends for the same are called claim or complaint letters. Claim letters are those letters which bring the mistakes to the knowledge of those who must own the responsibility for them. Sometimes the quality of a product or a service is unsatisfactory, or the consignment has been wrongly packed, damaged due to careless packing or handling, or dispatched to a wrong destination. Letters written to point out such mistakes and to ask the defaulters to make amends for the same are called claim or complaint letters.

13. But while writing a letter of claim or complaint, the writer should keep in mind that the tone of the letter should not be rude or harsh at any cost, otherwise it would have an adverse effect on business relations, something which is not at all desirable. But while writing a letter of claim or complaint, the writer should keep in mind that the tone of the letter should not be rude or harsh at any cost, otherwise it would have an adverse effect on business relations, something which is not at all desirable. A complaint letter can have three parts:- A complaint letter can have three parts:- 1. Opening 1. Opening 2. Main body 2. Main body 3. Closing 3. Closing

14. In the opening of the letter, the purpose of writing the letter is made clear. In the opening of the letter, the purpose of writing the letter is made clear. In the main body the facts are stated with more detail, so as to convince the receiver that the problem is genuine. In the main body the facts are stated with more detail, so as to convince the receiver that the problem is genuine. In the closing the writer makes his claims, and requests the receiver to make necessary action or adjustment. In the closing the writer makes his claims, and requests the receiver to make necessary action or adjustment.

15. Letters of Adjustment Letters of adjustment or regret express apology for the inconvenience caused through some defect occurred in the product. It is written to satisfy the customer so that future business transactions can continue. Letters of adjustment or regret express apology for the inconvenience caused through some defect occurred in the product. It is written to satisfy the customer so that future business transactions can continue. The language that can convince and satisfied the whim of the customer should be used. In order to maintain goodwill in business relations it is the duty of the receiver of the complaint to attend to it promptly. The language that can convince and satisfied the whim of the customer should be used. In order to maintain goodwill in business relations it is the duty of the receiver of the complaint to attend to it promptly.

16. It shows the positive attitude of the receiver with which he deals with the problems and tries to put an end to it as soon as possible. It shows the positive attitude of the receiver with which he deals with the problems and tries to put an end to it as soon as possible.

17. Job Application and Resume Job application is of two types – Job application is of two types – 1. Solicited 1. Solicited 2. Unsolicited 2. Unsolicited

18. Solicited Job Application When a job application is written in response to an advertisement or an announced job opening, it is known as solicited job application. Such application is submitted only when it is known that there are some vacancies in the organization. When a job application is written in response to an advertisement or an announced job opening, it is known as solicited job application. Such application is submitted only when it is known that there are some vacancies in the organization.

19. Unsolicited Job Application When an application is sent to an organization that has not announced any vacancy, it is known as unsolicited job application. When an application is sent to an organization that has not announced any vacancy, it is known as unsolicited job application. Such application reach the organization without an expectation, therefore,stand a better chance of being read. Such application reach the organization without an expectation, therefore,stand a better chance of being read.

20. Few points for preparing a good application- Few points for preparing a good application- 1. Write in beautiful hand writing 1. Write in beautiful hand writing 2. The language should be easy and full of courtesy 2. The language should be easy and full of courtesy 3. Be specific 3. Be specific 4. Avoid repetition 4. Avoid repetition 5. Be formal 5. Be formal

22. Tips for Drafting an Effective Resume A resume is not supposed to follow any specific pattern. It is a need based creation carved out for a definite purpose. An application may draft different types of CV’s to suit different kinds of jobs. So resumes may be written and rewritten for every new job requirement. Keeping a resume job- specific, makes it more effective and persuasive. Keeping a few things in mind while designing a resume is a must A resume is not supposed to follow any specific pattern. It is a need based creation carved out for a definite purpose. An application may draft different types of CV’s to suit different kinds of jobs. So resumes may be written and rewritten for every new job requirement. Keeping a resume job- specific, makes it more effective and persuasive. Keeping a few things in mind while designing a resume is a must

23. #Your career objective #Your career objective # The courses (academic and professional) that you have completed # The courses (academic and professional) that you have completed # The institutions which you have attended # The institutions which you have attended # Your work experience (mention the capacity in which worked, the period of working) # Your work experience (mention the capacity in which worked, the period of working) # Your career achievement (awards or honors’) # Your career achievement (awards or honors’) # Your special skills or capabilities # Your special skills or capabilities # Your hobbies/ interests # Your hobbies/ interests # References which you would like to mention. # References which you would like to mention. # How can the prospective employer contact you? # How can the prospective employer contact you?

24. A resume should be revised and re-designed from time to time as per employment need. Well –defined headings and spaces should be given to improve upon the readability of the resume. A resume should be revised and re-designed from time to time as per employment need. Well –defined headings and spaces should be given to improve upon the readability of the resume. It should be fact- based and mention exact dates, year, address, e-mail address, designation to ensure credibility, so that these can be verified for accuracy. It should be fact- based and mention exact dates, year, address, e-mail address, designation to ensure credibility, so that these can be verified for accuracy. Concise writing style should be adopted. All information should be in the third person, rather it should be given in phrases and the continuity of the phrasing style should be maintained. Concise writing style should be adopted. All information should be in the third person, rather it should be given in phrases and the continuity of the phrasing style should be maintained.

25. Career objective should be drafted keeping in view the advertiser’s requirement. If it is an unsolicited application, the career objective should reflect the strongest traits of the candidates’ personality. Career objective should be drafted keeping in view the advertiser’s requirement. If it is an unsolicited application, the career objective should reflect the strongest traits of the candidates’ personality. The resume should be well- punctuated. The resume should be well- punctuated.

26. Tips for writing an application letter While applying for a job, you may compose a brief covering letter making a formal request for being considered for the post and stating that the biodata is enclosed. While applying for a job, you may compose a brief covering letter making a formal request for being considered for the post and stating that the biodata is enclosed. While writing the job application lette r,keep this in mind:- While writing the job application lette r,keep this in mind:- 1. Make it neat and attractive,using good quality paper and neat, clear typing (computer printout if possible).

27. 2. Address it to the correct authority- Personal Manager/ Managing Director/ Principal/ Director,etc. If responding to an advertisement, study the ad, and suit your application to the wording of the ad. You may even be required to apply in the form provided by the advertiser. Keep the letter short. You must say that the biodata is enclosed, and recapitulate the highlights of it in the covering letter for immediate impact.

28. Do not presume that you will get the job or that you will find it suitable for you until you have known the employer well enough. Show keenness but keep an open mind. Make sure that you have all the necessary qualifications for the job. Otherwise it is a futile exercise. Ask for an interview. Express your sincerity to make a good job of the work. Enclose all testimonials that are required to make up your case. Do not submit the originals.

29. If there is an application fee, enclose it in the form required e.g. draft,postal order etc. SOME DON’TS (a) (a) Don’t beg for a job. (b) (b) Don’t boast. (c) (c) Don’t exaggerate or make false claims. (d) (d) Don’t write on both sides of paper. (e) (e) Don’t blame your existing employer, nor show your weaknesses. (f) (f) Don’t ask for a job on account of financial need but on merits.

30. Remember to keep a copy of your submission to the employer, as he may interview you on the basis of what you have stated. You need your copy for reference when going for an interview.

31. Job application (solicited) covering letter Raj Saxena 40,Friends Colony Hyderabad 500024 Tel xxxxxxxxx 6 th November,2013 The General Manager JVS Motors Central Towers Hyderabad500001

32. Respected Sir In response to your advertisement in ‘Times of India' dated 5 th November,2012,Monday.I wish to apply for the same,for the post of Customer Care Officer. As you can seen from my attached CV, I am well qualified for the post, with a first class at graduation and two years’ vigorous experience in Sales. I hope you will please grant me the opportunity of an interview where you may know me better. I trust I can do very good justice to the job in case I am selected. Yours Faithfully Sd/- Raj Saxena Encl: CV

33. Unsolicited job application Shalini Gupta 125, Old Agra Road Nashik Tel xxxxxxxx 5 th November’ 2012 The Director Sharddha Computer Institute Nashik Subject: Application for the post of instructor.

34. I understand that you have openings for training personnel and I offer myself as a candidate for the post of an instructor in your institute. I possess the necessary qualifications, viz. an MS (computer) and a fair degree of fluency in English, Hindi and Marathi. Other particulars of my background are detailed in the enclosed biodata. Would you please call me for an interview where you may judge my personality and knowledge for the post? I may add that I love teaching and would do my best in the position applied for. Thanks Yours truly Sd/- (Shalini Gupta) Encl: Biodata

35. Biodata Name: Dr. Ritu Soryan Address: C-218 Ashiyana Phase-1 Moradabad Tel xxxxxxx Email: ritusoryan@gmail.comritusoryan@gmail.com Date of birth: 22 nd July,1982 Age: 30 years Marital status: Married Educational Qualifications: M.A(American English) M.J.P Rohilkhand University in 2003 with 65.0% marks B.A from Delhi University in 1999 with 65.0% marks PH.D From M.J.P Rohilkhand University

36. Other qualifications: NTT from Kanpur with 76.0% marks. MS office in 2006 from Apex Computers, Mumbai, a reputed institute. Work experience: Taught English to 10 and 12 students. The Anchor of all the activities organized in school. Made English as interesting subject for students. Worked towards the personality development of the students. Received best teacher award.

37. Prizes: Won the intercollegiate Table Tennis championship as a graduate student. Interests: Reading Fiction, Pen friendship, Music Language Known: Hindi, English, Punjabi References: 1. 1. Prof. R.K Melhotra Reader, Department of English NM College, New Delhi 110064 Tel.xxxxxxxxx 2. 2. Dr. P.C. Gangwani Department of Ophthalmology Getwell Hospital Mumbai 400004

38. Ritu Soryan MMIG C-218, Ashiyana Phase-I, Moradabad (UP) 244001 Cell: 8958865707, e-mail: ritusoryan@gmail.com “Offers 12 years of expertise in diversified fields of Education like Human values & Professional Ethics, Business Communication, Personality Development, English Literature and Practical English Grammar”

39. Scholastics Doctor of Philosophy (Ph.D) Rohilkhand University, Bareilly (UP) Topic – Religious Orthodoxy and its Role in value formation – A thematic study in the novels of L.H.Myres Master of Arts(M.A.) 2001 Hindu College, Moradabad, Rohilkhand University, Bareilly (UP) Subjects: English – American Literature Bachelor of Arts(B.A.) 1999 SBD College Dhampur, Rohilkhand University, Bareilly(UP) Subject: G.English, L.English, Political Science Higher Secondary Certificate(HSC) 1996 K.G.I.C. Moradabad(UP), U.P.Board Allahabad

40. Academic Achievements Books: 1. Human Values & Professional Ethics – Dhanpat Rai & Co., New Delhi 2. Question Bank on Human Value & Professional Ethics 3. Business Values $ Ethics- Dhanpat Rai & Co.,New Delhi

41. Paper Publications: 1. “Religious Orthodoxy & its Role in Value Formation” – Research Journal – Helicon View ISSN-0976-3035 Paper Presentation: 1. National Conference - Rural Marketing-The Scope & Challenges – Feb-10 – Dayal Singh College Karnal. 2. National Conference - Role of Personality in an Organisation – Traits and Importance – March-10 – CMCA, TMU Moradabad 3. National Conference - Value Education in institute – Issues and Challenges – April-10, Raza College Rampur 4. International Conference – Postcolonial concern in the novels of Gita Mehta – April-10 Meerut. 5. National Conference – Role of Value Education in Globalization – Feb-11 – JSH Degree College, Amroha 6. International Conference-PPP Model in Indian Railways- scope and challenges-April-Teerthanker Mahaveer University, Moradabad

42. Workshop: Business Communication – Priya Wrick – Indian Habitat Centre – New Delhi Guest Lecture: Role of Ethics in Business – Agriculture entrepreneur – Ministry of Agriculture

43. Employment Scan Oct’09 – Still: Teerthanker Mahaveer University.- India Lecturer – Business Communication / Values & Ethics University: Teerthanker Mahaveer University has been established by the Act of the Government of Uttar Pradesh (No. 30 of 2008) in 2008, Moradabad comprising a band of dedicated philanthropists, educationists, industrialists and committed social workers to disseminate and advance knowledge by providing instructional, research and extension of facilities in emerging areas of higher education with a focus on professional education and disciplines like medicine, dentistry, engineering, management, pharmaceutical education, hotel & tourism management etc.

44. July’03 – Sep’09: RRK Sr. Secondary School (CBSE) – 6.2 Years HOD English Accountabilities: Taught English to 10 and 12 students. The Anchor of all the activities organized in school. Made English as interesting subject for students. Worked towards the personality development of the students. Received best teacher award.

45. Previous Employments: 4 years 1. Priyanka Model Sr. Secondary School (CBSE) – Dhampur 2. MKD (ICSE) – Dhampur 3. St. Marry (CBSE) – Dhampur Personal Dossier Date of Birth: 1st May, 1980 Marital Status:Married Language:English and Hindi STRENGTHS Balanced group behavior with leadership qualities, sound health, sense of humor.

46. Official Letters A letter signed by the employer and issued to a candidate, instructing him to join duties/service at a certain salary and stating other terms and conditions of the job, is called an Appointment letter. It is also called a letter of ‘offer’ because it contains an offer of the job from the employer to the candidate. The offer may or may not be accepted. If the offer is accepted, all the terms and conditions mentioned in the letter are to be followed by the person who accepts the offer.

47. Essentials for Drafting 1. 1. Congratulations to the candidates appointed/the employer’s pleasure in making the offer. 2. 2. Mention the date, time and place of reporting for duty by the candidate. Also mention the last date of joining the service the nature of duties. 3. 3. Service conditions including duty hours, salary, allowances, perquisites etc. 4. 4. The name/ designation of the person to whom he is supposed to report for duty and is going to be answerable.

48. 5. Mention whether the appointment is probationary / permanent or temporary and the period of probation or the expiry date of the temporary vacancy. 6. Mention the salary, allowances, perquisites and other benefits the appointee is entitled to. 7. Requesting the appointee to convey his acceptance of the offer. 8.Express the hope that the appointee will have a pleasant association with the firm.

49. Air India Air India Building ( name and address of Nariman Point, company) Mumbai-400 021 LD/ST 5 th November,2012 (Reference and date month and year V.R. Joshi 23,Sai Sadan Dr. Ambedkar Road Mumbai-400 014

50. Thank you for attending the recent interview. I am pleased to offer you this post commencing on Monday 1 st August,2012. Full details of the post are shown on the attached job description. The terms and conditions of employment will be as laid down in our contract of employment which is also enclosed. Please let me have written confirmation of your acceptance of this post as soon as possible. Two other Management Trainees will start work on the same day so the morning of 1 st August will be spent on an induction training course. Please report to our reception at 9:00 and ask for my secretary, Miss katherine lee. I look forward to welcoming you to the staff of Air India. Yours sincerely Mr. Rajesh chandra Personal Manager

51. D.O (Demi- Official) Letters- Demi-Official letters means a correspondence between two officers over an official topic. They are not supposed to be made public, nor put on official record. They are mainly written to seek or give advice, or to request the other officer to expedite a matter, which has been pending for a long period.

52. Government Letters- These letters communicate information, enquiries and feedback among various government departments. At the top is the name of the organization (or Ministry) Then comes the reference no. on the left hand side.

53. GOVERNMENT OF INDIA Ministry of Social Justice and Empowerment Reference No……….. New Delhi 19th September, 2011 From: Secretary Ministry of Social Justice and Empowerment New Delhi To: Secretary Ministry of Defense New Delhi Subject: Sanction of Pension of War- Widow. Sir I have been directed to remind you that the case of the pension of Smt.Rakhi Sharma, widow of a BSF jaw an, Hawaldar Raj Sharma,2009, who had fallen to the bullets of militants on 24th July,2008 in Jammu, is yet to be sanctioned even after completion of due formalities. You are, therefore requested to do everything possible to expedite the sanction of her pension. Yours Faithfully (Sd)……….

54. Meaning and Definition of Report: A report means a statement prepared to present some facts and information. The term report is used in two senses: wide and narrow. In its wide sense, a report may include any presentation or information. In narrow sense, a report is a formal presentation of facts. Report is a part of administrative functions and depicts all commercial activities of a business. It has been defined as under:

55. “A business report is an orderly and objective communication of factual information that serves a business purpose.” (Lesikar) “A business report is an unbiased and arranged presentation of facts by one or more than one persons for a definite and specified important business purpose.” Thus, a report is an unbiased, orderly and objective presentation of facts for a specific business purpose.

56. CHARACTERISTICS OR FEATURES OF A REPORT Important characteristics of a report are as follows: Orderly Arrangements: A report is an orderly presentation of facts. It should be prepared in a definite and arranged manner. Objective and Unbiased: A report must be objective and unbiased. It should speak truth, free from fear and favor.

57. Factual Information: A report must provide factual information. It should be based on events, records, research and data. It may be a conclusion of complete jobs and description of business activities. Business Purpose: Though reports are prepared in every walk of life, yet a business report must serve a business purpose.

58. OBJECTIVE OR FUNCTIONS OF BUSINESS REPORT OR NEED AND IMPORTANCE OF BUSINESS REPORT Importance objective or functions of a business report may be summarized as follows: Helpful in Measuring Performance: Primary object of a business report is to measure and evaluate business performance. It helps in determining the areas in which the performance has been weak so that it may be improved.

59. Helpful in Planning: Business report prepares a base for planning for future. Management can prepare and modify its plans based on these reports. Helpful in Decision Making: Business reports are an important tool for decision making. A number of business decisions are taken on the basis of reports.

60. Helpful in controlling: Business reports help in determining variances between budgeted and actual performance. It helps in determining where the things are not going in accordance with plans and targets. It guides us to where the control is required and to what extent. Helpful in combating changes: Change is a permanent feature of life. Business reports analysis and convince the impact of changes on business affairs. These reports guide the employees what to do and what not to do under changed conditions.