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• Module 2 focuses on Communication in Business and Organizations.
• The module provides comprehensive information to help students understand technical writing, including composing effective business letters.
• The module can help students demonstrate how communication works in business, compare personal and business letters, evaluate the characteristics and elements of business letters, and writing business letters.

Communication in Business and Organizations

• Effective communication is key to business success.
• Communication is vital for planning products, hiring, training, motivating, coordinating, persuading customers, and billing.
• Deficient communication skills among entrepreneurs can lead to estrangement, lost partnerships, and missed deals.
• Business communication refers to how people communicate, while organizational communication deals with whom to communicate.
• Understanding good business communication, developing communication skiills, and understanding communication channels are essential for career success.
• Business communication is a two-way communication using paper, pen, typewriter, or computer.
• An organization is comprised of people committed to a common goal, sharing information and resources.
• Communication in organizations involves relaying messages.
• Organizational writing’s basic functions inform, promote goodwill, or persuade.

Internal Documents in Organizations

• Transmittal memos accompany documents, explaining why they are forwarded; they inform, persuade, and build goodwill.
• Monthly or quarterly reports summarize profitability, productivity, and problems; they inform and build goodwill.
• Performance appraisals evaluate employee performance, recommending improvements; they inform and persuade employees to improve.
• Memos congratulate employees, promoting goodwill for awards, promotions, or recognition.

External Documents

• Quotation letters give prices for products/services, informing and promoting goodwill by offering reasonable prices.
• Claim/adjustment letters grant or deny credit for defective goods, informing and promoting goodwill.
• Annual reports inform stockholders on the company’s financial status, persuading them to retain/buy stock and building goodwill.
• Thank-you letters to suppliers, customers, or those who have helped promote goodwill.

Communication Channels

• Formal channels follow an organizational chart.
• Informal channels follow an unstructured channel, sometimes called grapevine or rumor-mongering.

Personal vs. Business Letters

• Traditional letter writing remains an effective way to communicate.
• The two basic letter types, personal and business, differ in nature, purpose, scope, structure, formality, size, and language.
• Personal letters concern personal/family matters, lacking strict rules and using informal language.
• Business letters are formal, concerning business transactions, with specific rules and formal language.
• Business letters use 8 1/2 x 11 inch bond paper and should build a good impression.
• Business letters are impersonal, exchanging business-related information with a wide scope and recognized structure.
• They maintain formality, are concise, and can be categorized, using a businesslike salutation and simple language.
• They are always preserved, using direct and persuasive methods.
• Personal letters are personal, exchanging family information or other personal information without structure or formality.
• They may vary in size, cannot be explicitly categorized, are informally written and may use a wide range of expression.
• They may or may not be preserved using a direct writing method.

Psychological Techniques for Effective Business Letters

Write from the "you" attitude

• Focus on the reader's perspective, using more "you" than "I".

Accentuate the positive

• Use positive language, avoiding negative words.

Make your letters smile

• Create a pleasant impression with a friendly tone.
• Built-in smile phrases are provided, such as "We shall be glad to..." and "Thank you..."

Make your copy live

• Create a visual experience for the reader.

Characteristics of a Business Letter

• An effective business letter should embody the "Ten (10) Cs".
• Completeness includes all necessary information (WHO, WHAT, WHEN, WHERE, HOW).
• Correctness uses accurate grammar, punctuation, spacing, and proper format.
• Conciseness means being direct without unnecessary details.
• Coherence ensures a smooth flow of ideas.
• Clarity uses easily understandable language.
• Concreteness uses specific rather than general words.
• Courteousness uses a polite and friendly tone.
• Consideration reflects professionalism and respects the reader.
• Consistency maintains uniform tone and style.
• Credibility reflects the writer's trustworthiness.

Elements of a Business Letter

• Key communication elements are present in business writing which includes the sender, message, and receiver.

Basic Parts of a Business Letter

• Letterhead: includes company name, address, contact numbers, logo
• Heading/Return Address: Use if not writing on behalf of a company
• Dateline: includes the month, day, and year
• Inside Address: recipient's name, title, position, company, and address
• Salutation: For example, Dear Mr./Ms. Last Name
• Body of the Letter: message
• Complimentary Close: For example, Sincerely or Respectfully
• Signature Line: typed name and official designation
• Written Signature: handwritten signature

Optional Parts

• Attention Line: directs the letter to a specific person
• Subject Line: indicates the letter's content
• Identification Initials: identifies the typist and dictator
• Enclosure Notation: lists included materials
• Copy Notation: indicates who else received the letter (cc) or blind copies (bcc)
• Mailing Notation: indicates special postal services used

Punctuation Styles in Business Letters

• Open Punctuation: no punctuation after letter parts except in the body.
• Standard Punctuation: punctuation only in the salutation (colon) and complimentary close (comma).
• Mixed Punctuation: comma/colon after salutation, comma after complimentary close.

Business Letter Styles

• Full Block Style: all parts start at the left margin.
• Modified Block Style: inside address and paragraphs are left-aligned
• Semi-Block Style: similar to Block Style, however it follows the rule of indention to its paragraph (also makes use of standard punctuation)
• Simplified Style: similar to the Full Block Style, however the heading is placed at the center upper part of the letter.
• Indented Style: uses indentions with varying spaces/ rarely used.
• Hanging Indented Style: the first line to each paragraph is aligned/uses standard punctuation

Business Letter Envelope Formats

• There is a block form and an indented form.

Types of Business Letters

• Common business letters include application/cover letters, letters of inquiry, and letters of response.

Writing Good vs. Bad News Business Letters

• Good-news business letters express positive information.
• Bad-news business letters convey negative information such as rejections or terminations.

Application Letters

• Clearly state the job being applied for and mention if solicited or unsolicited.
• Highlight qualifications without boasting.
• Thank the hiring personnel.
• There are three styles of resumes (chronological, functional, combination), which are often attached to application letters.

Letters of Inquiry

• Address the question or summarize information needs directly.

Letters of Reply or Response

• Address all inquiries from an inquiry letter.

Letters of Request

• These letters require stating information on what is needed (date /time/venue) and what is expected.

Letters of Order

• Letter of Order includes the name of the item ordered, description, catalog number, quantity, price, method of shipment, address to be delivered to, desired date of shipment, credit references and mode of payment.