Difficulties experienced by the third year english majors at thuongmai university in business writing skills and suggested solutions

THUONGMAI UNIVERSITY
ENGLISH DEPARTMENT
------

GRADUATION PAPER
A STUDY ON IMPROVING ENGLISH EMAIL WRITING
SKILLS FOR EMPLOYEE AT TAN HUNG PHAT
COMPANY LIMITED.
Supervisor : Nguyen Thi Bich Ngoc
Student : Hoang Thi Kim Dung
Class
: K52N5
Student’number : 16D170288

Hanoi, 2020

HÀ NỘI - 2015


ABSTRACT
This study is conducted to identify the difficulties in writing business letters as
well as suggest solutions to improve this skill.
This research use quantitative methods. Survey questionnaires and interviews
were mainly used in this study. Survey questionnaires were set up to distribute 100
students in classes (K53N1, K53N2, K53N3, K53N4,K53N5 and K53N6) to collect
data. The interviews were conducted randomly among ten students having done the
questionnaire. Raw data was converted to numbers and percentages. From the
results obtained, there were conclusions drawn about students' attitudes and their
difficulties in English business writing skill. In general, third-year majors were
aware of the importance of writing skill and want to improve this skill. Third-year
students face many difficulties in writing business letter. From the research

findings, the researcher offerred suggestions and recommendations to help students
solve difficulties in English business writing skill. The researcher hopes this study
can help third-year students improve their writing skill and support the further
studies avoid shortcomings and limitations.

1


ACKNOWLEDGEMENTS
During the process of doing this graduation paper, I have received many
assistances, precious ideas and encouragements from my teachers, family and
friends.
First of all, I would like to show my deepest respect and profound gratitude to
my supervisor Mrs. Do Thi Bich Dao for her guidance, detailed comments as well
as her constant support, which were decisive factors to the completion of my
research.
Secondly, I would like to give my sincere thanks to the teachers at the English
Faculty of Thuongmai University for giving useful lectures and professional
knowledge, which helps me fulfill my study.
Furthermore, I also appreciate the third-year English-majored students at
Thuongmai University due to taking time to response my questionnaire, which
helped me collect factual data and information effectively.
Last but not least, I warmly thank my family, my parents who always give me
more strength and motivation. I would like to express my sincerity to all my friends
for their help and encouragement.

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TABLE OF CONTENTS

ABSTRACT..............................................................................................................i
ACKNOWLEDGEMENTS....................................................................................ii
TABLE OF CONTENTS.......................................................................................iii
LIST OF ABBREVIATIONS.................................................................................vi
LIST OF TABLES AND CHARTS......................................................................vii
CHAPTER 1: OVERVIEW OF THE STUDY......................................................1
1.1 Rationale............................................................................................................1
1.2 Previous study...................................................................................................2
1.3 Aims of the study...............................................................................................4
1.4 . Research subjects............................................................................................4
1.5 Scope of the study..............................................................................................5
1.6 Research methodology.......................................................................................6
1.6.1 Research design...............................................................................................6
1.6.2 Population and sample of the study................................................................6
1.6.3 Research instruments......................................................................................6
1.6.4 Data collection.................................................................................................6
1.6.5 Data analysis....................................................................................................7
1.7 Organization of the study..................................................................................7
CHAPTER 2: LITERATURE REVIEW...............................................................8
2.1. Definition of business correspondence............................................................8
2.2 The Importance of Business Correspondence.................................................9
2.2.1. Help in maintaining proper relationship....................................................9
2.2.2. Inexpensive and convenient mode...............................................................9
2.2.3. Create and maintain goodwill......................................................................9
2.2.4. Serves as evidence.......................................................................................10
2.2.5. Help in expansion of business...................................................................10
2.3 Purposes of Business Letter............................................................................10
2.4 Qualities of a Good Business Letter...............................................................11
2.4.1. Inner qualities...............................................................................................11
2.4.2. Outer qualities...............................................................................................12

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2.5 Parts of a business letter..................................................................................13
2.5.1. Heading.......................................................................................................13
2.5.2. Date..............................................................................................................13
2.5.3. Reference.....................................................................................................14
2.5.4. Inside address..............................................................................................14
2.5.5. Subject.........................................................................................................14
2.5.6. Salutation....................................................................................................14
2.5.7. Body of the letter.........................................................................................14
2.5.8. Complimentary close..................................................................................14
2.5.9. Signature.....................................................................................................14
2.5.10. Enclosures................................................................................................15
2.5.11. Copy circulation.......................................................................................15
2.5.12. Post script..................................................................................................15
2.6 The format of a business letter.......................................................................15
2.7 Several types of business letter.......................................................................16
2.7.1. Inquiry letter................................................................................................16
2.7.2. Quotation letter.............................................................................................16
2.7.3. Order letter...................................................................................................16
2.7.4. Acknowledgement letter...............................................................................17
2.7.5. Complaint letter...........................................................................................17
2.7.6. Adjustment letter..........................................................................................17
2.7.7. Recovery letter..............................................................................................18
2.7.8. Refusal letter................................................................................................18
2.8 Difficulties in Writing English Business Letters............................................18
CHAPTER 3: RESEARCH FINDINGS............................................................20
3.1 Participants of the study.................................................................................20

3.2 Data collection instruments............................................................................20
3.2.1. The survey questionnaire..............................................................................20
3.2.2. The interview.................................................................................................20
3.3 Data analysis from the survey questionnaire’s result....................................20
3.3.1. The reality of the students’ writing skills studying.......................................21

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3.3.2. Problems in writing business letters of the third year English-majored
students at Thuongmai University..........................................................................25
3.3.3. Suggested solutions to improve English business letter writing skill.....28
3.4. Data analysis from interview.......................................................................29
CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS........................31
4.1.Suggested solutions to improve business letter writing skill for the thirdyear English-majored students at Thuongmai University...............................31
4.1.1. Solution 1: Learning more about business expressions........................31
4.1.2. Solution 2: Improving grammar, spelling and punctuation.....................33
4.1.3. Solution 3: Planning your writing.............................................................35
4.3. Recommendations..........................................................................................37
CONCLUSION......................................................................................................38
REFERENCES......................................................................................................39
APPENDIX 1: SURVEY QUESTIONNAIRE...................................................viii
APPENDIX 2: INTERVIEW QUESTION...........................................................xi

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LIST OF ABBREVIATIONS

No

Abbreviations

English meaning

Vietnames meaning

1

TMU

Thuongmai University

Đại học Thương Mại

2

K53N

Course 53 of English

Khóa 53 của khoa Tiếng

Faculty

Anh

3

etc

etcetera

vân vân

6


LIST OF TABLES AND CHARTS
No

Name

Content

Page

1

Table 3.1

Years of learning English

21

2

Table 3.2

The importance of English writing skill towards

22

K53N at TMU
3
4
5
6

Chart 3.1

Self-evaluation of K53N towards English writing

22

Table 3.3
Table 3.4
Chart 3.2

skill
Frequency of writing business letters
The length of a business letter
The attitude of K53N at TMU towards improving

23
23
24

English writing skill
7

Table 3.5

The motivation to improve English writing skill of

24

K53N at TMU
8
9
10

Table 3.6
Table 3.7
Table 3.8

Mistakes of writing business letter
Difficulties in writing business letters
Suggested solutions to improve business letter

25
27
28

writing skill
11

Chart 3.3

Suggestions to teacher in helping K53N improve

English writing business letter

7

29


CHAPTER 1: OVERVIEW OF THE STUDY
The first chapter includes an overview of the research topic. The first problem
mentioned is the reason for studying the topic as well as previous research and the
aims of the study. In addition, Chapter I also points out the salient features of the
research subjects and scope of the study. Moreover, this is also the chapter outlining
the research methodology used in the study process. Finally, this chapter is also a
chapter that summarizes the parts of the organization of the study.
1.1 Rationale
English, like oxygen, is the essential thing in our daily life. It is one of the
most important languages in today's global world. It is the mother tongue of about
two hundred million people. There are more than three hundred million people
speak English as their first or native language. Another three hundred speak it as
foreign language. Therefore, it is used as a mean of communication in everyday life,
especially in business. Nowadays, due to the internationalization trend of the world
economy, the business world has need for the global language of English. Many
companies not only operate in their countries but

also are expanding overseas.

Therefore, people in business world are learning English to break the language
barrier somehow. This makes it easier to broker deals or tell potential partners what
is expected of them. It is often the tradition of the business world that you need to
know your potential partner's mother tongue.

With the continuous growth of commerce and industry, the usefulness and
importance of business letter are increasing gradually. Business letter serves as a
formal method of communication between people, providing valuable information
on business related matters, and serving a legal purpose. Business letter does not
only secure, promote business, but it also maintains cooperation without
complications. With the help of business letter, entrepreneurs can easily exchange
information

with

employees, partners and clients. Business letter plays an

important role in establishing and maintaining relationships over a wide area to
enlarge the scope and the extent of the business. Moreover, it also promotes
goodwill and enhances the prestige and the image of the organization. Realizing the
importance of business letter, Vietnamese students in general and Thuongmai

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University students in particular have been studying hard in order to improve their
English business letter writing skill, especially in the today’s context of
international economic integration.
Business letters are written for the fulfillment of several purposes, so they are
divided into different types such as: enquiry letter, order letter, complaint letter,
refusal letter, quotation letter, etc. Each of these types, besides the characteristics of
a business letter, also carries some specific characteristics.
During the previous four years, my friends and I had chances to study English
thoroughly in terms of four skills (reading, listening, speaking and writing) as well
as English theory (English grammar, phonetics and phonology, semantics, and so

on). I would say that Business Correspondence is my most favorite subject during
the period in university since it taught me some skills such as writing memos, email, letters that are essential for working in a business world in the future. To keep
in touch with partners, the best way is to use business correspondence in English
because more than three-fourth of the world's mainland business letter is written in
English. Although business correspondence is easy to understand, writing business
correspondence well is not easy. We can not only learn its basic rules of format,
styles but also study all off its aspects. Writing a correct form of English business
letter is really a problem not only to elementary students but also students at upper
levels or even graduated ones.
Therefore, the researcher decided to choose “Difficulties experienced by the
third- year English majors at Thuongmai University in business writing skills
and suggested solutions” as the topic for her research with the hope that the
learners will be able to write business letters in more professional and effective way.
1.2 Previous study
The researcher has found a lot of notable works about business letters that
expressed the writers’ concern about difficulties in writing business letters and
solutions to deal with the difficulties. The studies below had been conducted to
analyze and found out mistakes as well as difficulties that writers often encounter
when writing business letters.
“Business letters writing in business communication”, a case study of Intermat
company, written by Aggoune Amina in 2015, offered an examination of business
2


letters influencing recent and present practice in written communication as well as
illustrated the range of features that exist in business letters at present in order to
know what makes business letters effective. He found that English is the common
corporate language used in Intermat company and there were mistakes and workers
faced difficulties when they communicated and interacted with non-English
speaking colleagues all over the world. The typical mistakes are related to special

spelling; abbreviations and special acronyms; punctuation; and format of the letters.
Therefore, this study helped to plan a letter and built principles of effective business
letter writing.
“Problems in writing English business letter: errors and factors” (Third
semester of Bina Bangsa Economics students majoring in Manageme) of Shafa
Firda Nila (2017) was conducted to identify the problems of error found in English
business letter writing and to explain the factors that caused the problems. This
study used qualitative method. The data were collected from the English business
letter written by third semester of Bina Bangsa Economics students majoring in
Management and Accounting. Her research results indicated that there are four
classifications of error found in English business letter written by third semester
students: morphological, lexical, syntactic, and mechanical error. These four errors
are divided into eight types, namely: verb, noun, article, word choice, sentence
structure, spelling, punctuation, and capitalization. Word choice error is the highest
frequency of error type (20.3%), respectively followed by sentence structure error
(18.3%), verb error (12.1%), punctuation error (11.3%), noun error (9.7%), spelling
error (9.5%). Meanwhile, article and capitalization error share the same percentage
of 9.4%. Also, there are three major factors that cause the errors: language transfer,
overgeneralization, and context of learning. Most of the students are still interfered
by Bahasa Indonesia grammar which is different from English. Besides, the students
fail to recognize some terminologies or vocabularies related in business
correspondence; they tend to generalize the language and do not pay attention to the
difference between general English and business English.
The study “An analysis of some techniques to improve writing English
business letters”, written by Vu Thi Huong Giang (2010) (Haiphong Private

3


University), emphasized on techniques in writing English business letters and

suggested some solutions for improving techniques in writing English business
letters. The author found out essential techniques related to four categories
including attitude; positive emphasis; tone; and language. Besides, the solutions that
the writer suggested are also realistic and highly feasible.
All these studies not only helped the researcher with prescious knowledge but
also inspired the researcher to conduct “Difficulties experienced by the thirdyear English majors at Thuongmai University in business writing skills and
suggested solutions” which aims at finding out difficulties and suggesting some
solutions to improve the business writing skill of these subjects.
1.3 Aims of the study
The primary of this study is to find out subjective and objective reasons why
third-year students have difficulties in English business writing and then propose
the solutions for both teachers and students in teaching and learning the writing
skill.
The study used quantitative and qualitative methods of data collection. Its aim
is to answer the following research questions:
What is the reality of English business writing skill of the third-year
English major students at TMU?
What are the difficulties that the third-year English major students face
when studying English business writing?
What are the possible solutions to solve those problems?
1.4 . Research subjects
The subjects of this study are third-year English major students at Thuong Mai
University whose English are supposed to be at intermediate level. After more than
2 years of learning at university, junior students are familiar with teaching method
at university. Most of them could use four skills of English speaking, listening,
writing and reading effortlessly and confidently.
At high school, students are familiar with learning grammar and reading skill
to prepare for the paper examinations or the entrance examamination to the
university. Otherwise, at university, subjects which are taken into the curriculum of
4

English major students are particularly interested in improving the skills of students
in all four skills. The level of these students has been improved significantly since
the first semester with all students achieving the immediate level. However, their
English backgrounds are quite similar because most of them come from different
rural areas in the North and under the influence of the curriculum of English for
high school students in the past, students did not have many chances to practice
English skills. Thus, when entering TMU, their English levels were limited and they
have to face up with many difficulties in studying especially writing business letter
by English. Understanding these characteristics of research subjects will help the
researcher when conducting the study.
1.5 Scope of the study
Firstly, the scope of the study is the difficulties in English business writing
skill experienced by third-year English major students at TMU. The study focuses
on understanding and investigating the difficulties students face and finding suitable
solutions for them. The study does not intend to explore other aspects of learning
English, such as: factors affecting English writing or students' English learning
habits, etc. In addition, this research focuses on studying a unique skill of learning
English that is writing skill. The researcher did not study about other skills such as
listening, speaking and reading.
Secondly, the researcher only shows concern about the student’s attitudes
toward English business writing. Thus, the collected data were derived from their
own experience in practice and were not influenced by other factors such as friend
or family.
Thirdly, because of the limitation in pages of the graduation paper along with
the constraints of time and experience, the researcher only concentrated on the third
- year English major students at Thuong Mai University. The research objects are
limited and zoned. The scope of the study is 100 students randomly selected in 6
classes K53N1, K53N2, K53N3, K53N4, K53N5 and K53N6. The researcher will

invite participants to fill up the survey questionnaire from each of these mentioned
classes. Then the researcher will randomly interview ten participants having done

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the survey questionnaire. The thesis did not study or interview other subjects such
as teachers or parents.
1.6 Research methodology
1.6.1 Research design
The selected approach for this research project is quantitative type of study
because this approoach is accurate, objective and more effective.
1.6.2 Population and sample of the study
Because of their convenient accessibility and proximity to the researcher, the
participants were chosen through a convenient sampling procedure. There were 100
participants in this research. The participants were third-year English major students
at Thuong Mai University who were taken randomly from all 6 classes: N1, N2, N3,
N4, N5 and N6.
1.6.3 Research instruments
In order to examine the detected English writing skill problems among thirdyear students whose major is English language, questionnaires and interviews were
mainly used in this study. These questionnaires were conducted by one hundred
students who are third year at the Faculty of English at Thuongmai University and
the interviews were conducted randomly among ten students having done the
questionnaire.
1.6.4 Data collection
Survey questionnaires are used for collecting data and information because of
its usefulness and speediness. The researcher designed a questionnaire consisting of
smaller and more specific questions. Each questionnaire contains (10) questions
about the attitude of students toward learning English writing skill, difficulties
encountered by students and methods to improve writing skill. The questionnaires

are established in some different types such as likert question, questions in closed
ended format, questions in open ended format, etc. After having been collected, the
researcher summarized and analyzed the results and transferred them to tables and
charts with specific numbers.
All interviews are recorded and taped among the study by using different mass
media, such as recording devices or smart phones provided with recording

6


application. Then all the questions in the interviews and students responses are
written on a hard copy for further records and statistic analysis.
1.6.5 Data analysis
The data from questionnaires and all the interviews are tape-recorded and
transcribed verbatim. The researcher uses Microsoft Office softwares such as
Microsoft Excel, Microsoft Powerpoint, etc to display the results through specific
tables and charts. Thanks to that, the researcher can look into the English writing
problems comprehensively and figure out the best solutions.
1.7 Organization of the study
The following outline is organization of the study:
Chapter 1 (Overview of the study) shows the rationale for the study, previous
studies, aims of the study, research subjects, scope of the study, research
methodology and organization of the study.
Chapter 2 (Literature review) provides the theoretical background for the
thesis. There are eight main parts in this chapter, including: Definition of business
correspondence, the importance of business correspondence, purposes of business
letter, qualities of a good business letter, parts of a business letter, the format of a
business letter, several types of business letter and difficulties in writing English
business letters.
Chapter 3 (Research findings) the researcher has justified and described the

research method in full detail. From the results obtained after the actual survey, the
researcher has drawn new findings and made comments and evaluations on the
survey results.
Chapter 4 (Recommendations and suggestions) identifies solutions for
English-majored students at Thuongmai University, limitations of the study and
suggestions for further study.
References and Appendix will be listed on the last pages of the study.

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CHAPTER 2: LITERATURE REVIEW
2.1. Definition of business correspondence
In order to develop, every business as to establish and maintain contact with
their various partners such as suppliers, customers, agencies, etc. Therefore, a
business letter is as an indispensable tool of communication in business. This is an
effective way to provide or request information, send significant, sensitive, or
confidential messages or establish permanent records in any organization. There are
many ways of communication between people and companies or organizations, for
example telephone conversations, email, contracts, invoices, etc. It is important to
remember that a business letter is the most powerful tool of communication for
confirm information in a formal way.
Discussing the definition of business letter, many prestige economic websites
have given different definitions basing on particular viewpoints. Below are some
definitions of business letter:
The business communication (2018) stated that “Business letter refers to
formal written letter where business related issues and information is exchanged
with the suppliers, customers, clients, banks, insurance companies, government
agencies or other external parts of the organization.”
Alison Doyle (2/2019) stated that “A business letter is a formal document

often sent from one company to another or from a company to its clients,
employees, and stakeholders, for example.”
Among many definitions, according to Oxford English Dictionaries, a
“business letter” is “A (usually formal) letter in which business is reported or
transacted”.
Even though there are numerous different definitions of business letter, the
common feature should be created in mind that “all letters written for business
purpose are business letters”. For the purpose of this study, the researcher used the
definition that “The letters which are written among the businessmen for
exchanging business-related information are known as business letters.”

8


2.2 The Importance of Business Correspondence
Nowadays, business operations are not restricted to any locality, state or
nation. Today production takes place in one area but consumption takes place
everywhere. Since the businessmen as well as customers live in far off places
they do not have sufficient time to contact each other personally. Thus, there
arises the need for writing letters. With the continuous growth of commerce and
industry, usefulness and importance of business letter are also increasing
gradually. The following is the importance of business correspondence.
2.2.1. Help in maintaining proper relationship
Business letters play an important role in establishing and maintaining
proper relationship with various parties. Nowadays, business activities are not
confined to any area or locality. The businessmen as well as its parties are
scattered throughout the country. Business letters reduce the distance between a
business and its customers, suppliers, and other public groups. The customers
can write letters to the businessmen seeking information about products and
businessmen also supply various information to customers. This helps them to

carry on business on national and international basis.
2.2.2. Inexpensive and convenient mode
Business

letters

are

an

inexpensive

and

convenient

mode

of

communication. Though there are other modes of communication like telephone,
telex, fax, etc. However, business information can be provided and obtained
economically and conveniently through letters.
2.2.3. Create and maintain goodwill
Business letters promote and sustain good will. Good business relationships
are formed and maintained through effective communication. Properly written
letters give a positive impression of an organization or individual. Businessmen
at times send letters to enquire about complaints and suggestions of their
customers. They also send letters which serve as a micro-level substitute for
advertisements to their customers and clients. All these result in cordial relations

with the customers, which enhance the goodwill of the business.

9


2.2.4. Serves as evidence
Business letters also serve as references to future actions, and they provide
substantial evidence to transactions and disputes. Information exchanged through
letters can be preserved permanently and used as reference when need arise. We
cannot expect a trader to memorize all facts and figures in a conversation that
normally takes place among businessmen. Through letters, he can keep a record
of all facts.
2.2.5. Help in expansion of business
Business requires information regarding competing products, prevailing
prices, promotion, market activities, etc. It is very difficult and loss of time for
businessmen to run from place to place to get information. But through business
letters, a businessman can find markets easily all over the world. He can make all
enquiries about the products and the markets as well as receive order from
different countries, thus enhances sales.
2.3 Purposes of Business Letter
There are varieties of business letters like inquiry letter, quotation letter,
order letter, complaint letter, etc. All these letters serve important and
multidimensional business purposes. The major objectives of writing business
letters are discussed below:
 To exchange information: The main purpose of business letter is to
exchange information related to business. Through it, business organizations can
collect and convey business-related information.
 To establish business relationship: By exchanging information through
business letters, new business relationships can be established with various parties
and existing relationships can be strengthened.

 To make inquiry: Another important objective of writing business letter is
to make inquiry about people, product, price etc.
 To take right decisions: Taking right decisions requires accurate
information. Since business letters collect information from reliable sources,
executives can take right decisions using that information.

10


 To place orders: A common purpose of writing business letter is to place
order for goods specifying quantity, quality, price, payment method etc.
 To create goodwill: Goodwill is an important asset for any business.
Businesses can create goodwill by writing letters like order confirmation letter,
inquiry letter, reply to inquiry letter etc.
 To save time and cost: Saving time and cost of communication is another
objective of writing a business letter. Posting letter is cheaper and less time
consuming than making personal visits.
 To expand markets: Through writing various business letters like inquiry
letter and circular letter, business organizations can create new market for their
products.
 To overcome misunderstanding: If there arises any misunderstanding
between a business and its stakeholders, business letter is written to overcome it.
 To settle transactions: By means of writing business letters, concerned
parties can settle their transactions. For example, customers write claim letters to
the sellers for compensations, sellers write collection letters to customers for
collecting dues.
 To keep records: Another reason for the wide use of business letter is to
keep permanent record of information. Business letters help to develop an
information base in the organization and facilitate future decision making.
2.4 Qualities of a Good Business Letter

The qualities of a business letter make it presentable. It becomes easy for a
person or an organization to imprint an impression onto the others. The qualities of
a business letter can be classified as:
 Inner Quality
 Outer Quality
2.4.1. Inner qualities
The inner qualities of a good business refer to the quality of language used
and the presentation of a business letter. They include:

11


 Simplicity: The language used in the business letter must be simple and easy.
Difficult words should be strictly avoided, as one cannot expect the reader to refer
to the dictionary everytime while reading letter.
 Clarity: The language used in the business letter must be clear. It helps the
receiver to understand the message immediately, easily, and clearly. Any ambiguity
will lead to the misinterpretation of the message stated.
 Accuracy: Accuracy generally means no error in grammar, spelling,
punctuations etc. An accurate letter is always appreciated.
 Completeness: A complete letter helps the reader to know about the issue and
the solution to be taken. It should provide all the necessary information. For
example, while sending an order, we should mention the desirable features of the
goods, their quality, shape, colour, design, quantity, date of delivery, mode of
transportation, etc.
 Relevance: The letter should only contain important information. Irrelevant
information should not be included and avoided in any business communication.
 Courtesy: Courtesy wins the heart of the reader. In business letter, courtesy
can be expressed by using words like please, thank you, etc.
 Neatness: A neat letter is always impressive. A letter either handwritten or

typed, should be neat and attractive in appearance. Overwriting and cuttings should
be avoided.
2.4.2. Outer qualities
The outer quality of a business letter means the quality of its outer
appearance. The outer look of the letter must be catchy and impressive. Some of the
outer qualities are:
 Size of the Paper: The standard size of paper should be used. An A4 paper is
the most used paper for writing a business letter.
 Quality of the Paper: The quality of the paper used must be good. It is not
always possible for a firm to use the costly paper. One must use good quality paper
for original copy and ordinary copy for the duplicate copy.

12


 The Color of the Paper: Sometimes it is very useful to use the different color
of paper for different types of letter. The receiver can clearly understand the
intention and the purpose of the letter by its color.
 Folding of Letter: One must fold the letter properly and uniformly. The
folding must be done to fit the letter in the envelope. It is noticeable that one must
not over fold the letter. It will have a bad impression on the reader’s mind.
 Envelope: The envelope used must be of good quality. Special attention must
be given to the size of the envelope for fitting the letter.
2.5 Parts of a business letter
The textbook used in teaching Business Correspondence module for
English-majored students at Thuongmai University gives the essential parts of a
business letter as follows:
Different parts of a business letter
1. Heading

7. Body of the letter

2. Date

8. Complimentary close

3. Reference

9. Signature

4. Inside Address

10. Enclosures

5. Subject

11. Copy Circulation

6. Salutation

12. Post Script

2.5.1. Heading
The heading of a business letter usually contains the name and postal
address of the business, E-mail address, Website address, Telephone Number,
Fax Number, Trade Mark or logo of the business (if any).
2.5.2. Date
The date is normally written on the right hand side corner after the heading.
The date is supposed to be written in full with day, month and year. Some
examples are 31st May 2018 or May 31st, 2018.

2.5.3. Reference
It indicates letter number and the department from where the letter is being
sent and the year. It helps in future reference. This reference number is given on
the left hand corner after the heading.
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2.5.4. Inside address
The inside address includes the name and full address of the individual or
the organization to whom the letter is to be sent. This is written on the left hand
side of the sheet below the reference number. Letters should be addressed to the
responsible head e.g., the Secretary, the Chairman, the Manager, etc.
2.5.5. Subject
The subject is a statement in brief, that indicates the matter to which the
letter relates. It usually starts from the left margin and may also start from the
center of the sheet. The subject attracts the attention of the reader immediately
and helps him to know quickly what the letter is about.
2.5.6. Salutation
Salutation is word of greeting used to begin a letter. It is courteous gesture
and shows respect to the addressee. It is written below the inside address or the
subject, and is usually followed by a comma (,).
2.5.7. Body of the letter
This comes after the salutation. This is the main part of the letter and it
conveys the actual message of the sender. It is divided into a number of
paragraphs, mostly 3-4 or more depending upon the matter. The last paragraph
should sum up the whole letter and offer any assistance or take a course of action
as required or instructed.
2.5.8. Complimentary close
It is merely a polite way of ending a letter. Complimentary close must be in
accordance with the salutation.

2.5.9. Signature
Signature is written in black or blue ink, immediately below the
complimentary close. As far as possible, the signature should be legible. The
name of the writer should be typed immediately below the signature. The
designation is given below the typed name. The name of the company, phone
number, email address, and any other contact information, if not provided in the
heading, too could be included below the designation of the writer.
2.5.10. Enclosures

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This is required when some documents like cheque, draft, bills, receipts,
lists, invoices etc. are attached with the letter. These enclosures are listed one by
one in serial numbers.
2.5.11. Copy circulation
This is required when copies of the letter are also sent to persons apart of
the addressee. Copy circulation is denoted as C.C.
2.5.12. Post script
Post script is expressed as P.S. This is required when the writer wants to
add something, which is not included in the body of the letter.
2.6 The format of a business letter
In business correspondence, there are some format of business letter which are
used quite widely. Here are some important of them:
 Indented: In an indented format letter, the first word of every paragraph is
written leaving some spaces from the left margin. Other parts are arranged- date is
right margin, inside address left margin, subject is in the middle of two margins and
complement close in the right margin.
 Full block: In a full block format letter, everything is aligned or starting
from the left margin. Paragraphs are not indented. Therefore, no time is lost in

typing adjustment.
 Modified block: It is just like the full block style with two exceptions (date
and complementary closing). In a modified block format letter, all text or part is
aligned to the left margin, except for the date and complementary closing (with
signature). Paragraphs are not indented.
 Semi-block: In a Semi-block format letter, all text is aligned to the left
margin, paragraphs are indented. It is the combination of indented and block letter
format. In this form, inside address and complementary closing are written in block
style (left margin) while the body of the letter is written in the indented style.
Paragraphs are indented three to five spaces.
2.7 Several types of business letter
Business letters are written for the fulfillment of several purposes such as
place an order, enquire details of the goods, or complaint about a product or service,
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etc. There are many standard types of business letters, and each of them has a
specific focus.
The Business Correspondence textbook mentions the following main types of
business letters:
2.7.1. Inquiry letter
A letter of inquiry is written to individuals or companies to request
information and/or verify its authenticity regarding such as the supply of particular
goods or services. Prospective buyers may want to know the details of the goods
which they want to buy, like quality, quantity, price, mode of delivery and payment,
etc. They may also ask for a sample. Regardless of its subject, the objective is to get
the receiver to respond with an action that satisfies the inquiry.
When composing this type of letter, one should keep it clear and succinct and
list exactly what information one needs. The writer also needs to make sure that
contact information is included so that it is easy for the reader to respond.

2.7.2. Quotation letter
A quotation letter is written by a seller to supply relevant information after
receiving the letter of inquiry from a prospective buyer. This type of letters is
written keeping in view the information asked for like price list, mode of payment,
discount to be allowed etc. Businessman should reply to the inquiries carefully and
promptly.
Quotation letter must be written to the point with conciseness and complete
tone. The seller should have the intention to create goodwill through such letter
which will establish a business relationship.
2.7.3. Order letter
Order letter are written by individuals or companies to place an order of goods
or services with a business house. These letters must contain specific information
such as model number, name of the product, the quantity desired and expected
price. Payment is sometimes included with the letter.
The buyer’s intentions need to be clear and concise. The objective is to
provide the seller with detailed instructions for fulfilling an order. The reader will

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fill the order only according to the given instructions. Order letters also serve as a
legal record of the transaction and, consequently, should be written with care.
2.7.4. Acknowledgement letter
Acknowledgement

letters

act

as

simple

receipts.

Businesses

send

acknowledgement letters to let the reader know that they have received the items
requested in a prior communication, usually an inquiry or an order letter. An
acknowledgement letter is a professional courtesy routinely extended by successful
people in the building and maintenance of productive business relationships.
Acknowledgement letters tend to be short, just enough to complete a business
communication cycle. Confirming the day in which an item arrived or expressing
some appreciation for having a request satisfied may be all that is necessary.
2.7.5. Complaint letter
Complaint letter is a very specific and objective type of letter is generally
written to deal with a problem situation when the purchaser does not find the goods
that make him satisfied. Through writing complaint letter, the sender advises the
reader of an error in a business transaction or a defect discovered in a consumer
product or service. The objective of this type of letter is to provide detailed
information regarding the error or defect and to serve as a legal document recording
the writer's claim and the corrective action or adjustment being requested.
It is important to keep in mind that the reader is a trained customer service
professional and not very likely to be the person responsible for the problem. The
words and tone used in the letter may be the deciding factor on whether the
complaint is satisfied. Rather than being angry, the writer should use a firm but
courteous tone when stating a complaint.
2.7.6. Adjustment letter

An adjustment letter is normally sent to respond to a claim or complaint. This
type of letters aims to inform the receivers that their complaint has been received.
The letter should reiterate the relevant facts of the claim. If the customer is right, the
writer should include a forthright admission to that effect and extend a sincere
apology. If not, keep factual tone and explain the reasons clearly and with every
courtesy.

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