Writing Skills Unit-6

UNIT 6 WRITING SKILLS

UNIT STRUCTURE
6.1 Learning Objectives
6.2 Introduction
6.3 Cohesive Devices
6.4 Punctuation
6.5 Précis Writing
6.5.1 Steps for Writing a Précis
6.5.2 Sample Précis
6.6 Paragraph Writing
6.6.1 Characteristics of a Paragraph
6.6.2 Types of Paragraphs
6.7 Letter Writing
6.7.1 Layout of a Business Letter
6.7.2 Tact for Use of Language
6.7.3 Structure of a Business Letter
6.7.4 Types of Letters
6.7.5 Sales Letters
6.7.6 Job Application Letters
6.8 E-Mail Format
6.9 Notices
6.10 Minutes and Agenda
6.10.1 Agenda
6.10.2 Advantages of a Good Agenda
6.10.3 Steps for Creating a Good Agenda
6.10.4 Agenda Guidelines
6.10.5 Minutes of Meeting
6.11 Report Writing, Research Reports
6.11.1 Types of Reports
6.11.2 Note-Making
6.12 Curriculum Vitae
6.13 Let Us Sum Up
6.14 Further Reading
6.15 Answers to Check Your Progress
6.16 Probable Questions

6.1 LEARNING OBJECTIVES

After going through this unit, you will be able to:

Explain cohesive devices
Highlight the significance of punctuation marks
Analyse the salient features of a paragraph
Distinguish between different types of paragraphs
List the different styles of letter writing
Create a good agenda
Prepare a curriculum vitae
Communicative English 139
Unit-6 Writing Skills

6.2 INTRODUCTION

This unit introduces you to cohesion, which is the grammatical and lexical
relationship in a text or sentence. You will learn about the significance and usage of
punctuation marks which are regarded as the essence of English grammar.
Punctuation marks are used to express an emotion, meaning, pause between
disjointed phrases and emphasize on certain parts of the sentence. You will learn in
detail about the correct usage of capitalization and punctuation marks such as full
stop, comma, colon, dash, single and double quotation marks, italics, parentheses
and brackets, apostrophe and hyphen.
The unit also discusses paragraph writing, letter writing, report writing, note-
making and also the preparation of curriculum vitae.

6.3 COHESIVE DEVICES

Cohesion is the grammatical and lexical relationship within a text or sentence.

Cohesion can be defined as the links that hold a text together and give it meaning.
It is related to the broader concept of coherence.
The following are the two major categories of cohesion.
1. Grammatical cohesion: It refers to the structural content. In linguistics,
grammar refers to the logical and structural rules that govern the
composition of clauses, phrases, and words in any given natural language.
The term refers also to the study of such rules, and this field includes
morphology and syntax, often complemented by phonetics, phonology,
semantics, and pragmatics.
2. Lexical cohesion: Refers to the language aspects of the text.
There are numerous ways in which a cohesive text can be generated. The five
general categories of cohesive devices commonly identified are:
(i) Reference
(ii) Ellipsis
(iii) Substitution
(iv) Lexical cohesion
(v) Conjunction
(i) Reference
There are three referential devices that can bring about cohesion:
(a) Anaphoric: An anaphoric reference happens when in order to avoid repetition,
the writer refers back to a person or thing that has been identified earlier in
the text. Example: Replacing ‘the secretary’ with the pronoun ‘she’.
(b) Cataphoric: In cataphoric reference, instead of a backward reference, a
forward reference is made. Example: It is usual to find forward references for
tables or figures in a text such as ‘See p.23’. It is also common to hear
introductions such as, ‘here comes the national champion, Ms Saina’.

140 Communicative English

Writing Skills Unit-6

(c) Exophoric: In exophoric reference, generics or abstracts are described without

actually identifying them. Example: Instead of introducing a concept, the
writer refers to it by a generic word such as ‘everything’.
(ii) Ellipsis
Ellipsis is another cohesive device which occurs when, after a more specific mention,
words are omitted when the phrase needs to be repeated.
Example:
(A) When did you reach?
(B) Yesterday.
The full form of B’s reply would be: ‘I reached yesterday’.
(iii) Substitution
As the name suggests, instead of omitting a word, it is substituted with another. For
example, ‘Which candy do you prefer?’–‘I prefer the yellow one’; here, ‘one’is
substituted for ‘candy’, thereby preventing its repetition. This works in a similar
way to pronouns, which replace the noun. For example, ‘candy’ is a noun, and its
pronoun could be ‘It’. ‘I dropped the candy because it was dirty’. – Replacing the
noun for a pronoun. ‘I dropped the candy. It was the only one I had’. – the second
sentence contains the pronoun (It), and the substitution (one). One should not mix
up the two because they both serve different purposes: one to link back and one to
replace.
(iv) Lexical cohesion
Lexical cohesion is basically created by repeating (reiterating) the same lexeme, or
general nouns (super-ordinates, for example – public transport), or other lexemes
sharing the majority of semantic features (also called hyponyms): The bus ... – the
subway... – the tram....
(v) Conjunction
Conjunction creates a relationship between two clauses. Examples include then,
however, in fact, and consequently. The purpose of conjuction is to create a logically
articulated discourse. The most cohesive conjunctions are therefore and so, while
the least cohesive is and.

6.4 PUNCTUATION

Why do we have punctuation? When you talk, you do not depend on words alone to
tell your listener what you mean. The tone and stress of your voice affect the meaning
of the words you use, for instance, you may speak calmly or angrily, whisper or yell.
Facial movements and body language also add to the meaning of the sentence; for
instance, you may grin or grimace, nod or shake your head, wiggle a finger, shrug or
raise an eyebrow. However, the true meaning of a conversation is affected by pauses
and halts that are as significant as words themselves.

Communicative English 141

Unit-6 Writing Skills

When you write, what you are really doing is ‘talking’ to someone who is not
there. That is why your full meaning, pauses, emphases and emotional states must
be suggested by punctuation marks. The primary aim of every punctuation mark
Punctuation Marks:
is to make the meaning of written words clear. Every mark of punctuation is a road
The primary aim of
every punctuation sign set up to help the reader grasp what the writer intended to convey. Punctuation
mark is to make the is effective if it helps a reader to understand the import of the written language; it is
meaning of written ineffective and even harmful if it gets in the way of his comprehension.
words clear.
Punctuation marks serve four general purposes: (i) to terminate; (ii) to
introduce; (iii) to separate; and (iv) to enclose. They do more than mark such obvious
facts of language as ‘This is a question.’ They help group-related ideas; they set off
words for emphasis; they affect the mood and the tempo of what you write; they
indicate which words are to be taken together and which are to be kept separate.
Thus, punctuation points to relationships and relative importance of words and groups
of words.
Space between words
The right words in the right places will convey our ideas, but only the right
punctuation can organize them into meaningful patterns for the eye. We cannot
hope to communicate with a reader in this way:
and so she said to him yes is suppose that sall right butireally think that you
oughttocheckwithmarty

For clarity, we must separate, punctuate, and organize written words into
groups. We do this with some standard devices—actual writing ‘tricks’. Some of
these punctuation ‘tricks’ are almost as natural to us as speech itself. Others are
more complex and can cause us trouble.
First, we use space between words as the initial step in reducing the jumble
of letters to an understandable pattern. Even a child just beginning to write does this
almost automatically. The space between words is our most basic ‘punctuation mark’,
it takes the place of natural pauses between words in speaking. Spacing in general
is used to group written words into understandable patterns.
Thus, we group the elements of a thought or closely related thoughts into a
series of paragraphs. We also group the smaller elements of single thoughts into
sentences. We mark the beginning of a sentence with a capital letter or beginning
punctuation and mark the end of it with a full stop, question mark or an exclamation
mark, which tells the reader whether our written ‘tone’ is falling or rising.
We give the reader further help in understanding the individual parts of an
idea and their relationships by using commas, colons, semicolons, dashes,
parentheses and quotation marks. And some of these punctuation marks also help
the reader to ‘hear’ the pauses and tone of voice.
In this unit, you will learn all about these devices, the tricks of written
communication called punctuation marks. Since capitalization and hyphenation are
closely related to punctuation, they too will be discussed here.

142 Communicative English

Writing Skills Unit-6

Modern punctuation
Punctuation in the Western world began with a little dot which is called the full
stop. In fact, the very word ‘punctuation’ comes from the Latin word punctum,
meaning ‘a point or dot.’ Gradually, through the centuries, other punctuation marks
have been developed in order to signify a variety of changes in mood and tempo
within sentences, as well as to clarify relationships between various elements within
a given sentence. Punctuation marks were particularly necessary in the 19th century
because writers of this full stop often wrote long and complex sentences, and
punctuation helped make these easier to read and understand.
Today, the tendency is towards writing simple and short sentences—sentences
with just one subject and one predicate and with a few qualifying expressions. Thus,
there is less need today than there used to be for internal (within a sentence)
punctuation such as commas, semicolons, and colons to separate complex clauses
and phrases from one another. And since there are more short sentences, the full
stop tends to occur more often than it used to.
The modern tendency towards streamlining has also caused punctuation marks
to be dropped from the addresses written in letters. We also no longer put full stops
at the end of newspaper headlines, chapter headings in books, and the like. Today,
we think of punctuation and its allies—capitalization and hyphenation—as purely
functional rather than as having to conform to standard rules.

6.5 PRÉCIS WRITING

The activity of writing a précis has its positive points. Some of them are as follows:
Précis writing forces a person to not just read but to read with concentration.
Most of us read, but very few of us read carefully enough to retain every bit of the
text. Usually, what we retain is patchy, scratchy and quite vague. However, when
one has to write a précis, one is forced to read in such a manner that all the essential
points are retained and etched in the mind.
Précis writing is like writing a composition. It provides you an opportunity Précis Writing: It
to express your thoughts precisely and concisely. Since you know that you have to provides you an
write within a certain word limit and you are aware that the writing needs to be opportunity to
precise, you learn to use just the right words. In addition to this, you learn to organize express your
your thoughts and put them in a logical sequence and take care not to repeat thoughts thoughts precisely
and concisely.
or ideas.
In any field, the ability to read something, grasp its meaning, retrieve the
essence of it and also to explain or reproduce it later will always stand a person in
good stead. Précis writing is an exercise that helps develop a person’s ability to read
carefully and retain the essentials of what he has read in the right logical sequence.
Following are the steps for writing a précis.
6.5.1 Steps for Writing a Précis
Summarizing a passage or a book is not as easy as it may sound. It involves
concentration and intensive thinking.
Communicative English 143
Unit-6 Writing Skills

Step 1
Read the text quickly to get a fair idea of what it is about. You may have to read it
twice or maybe even thrice to get a general idea of its theme, of what the writer is
trying to convey and the true subject around which the text revolves.
Step 2
While reading, think of some phrase or word that will serve well as a title for your
précis. Sometimes, it is rather easy to locate the key phrase or sentence that can be
used as a title. However, mostly the reader has to first understand the subject to be
able to coin a title.
Step 3
Read the text again. This time slowly and carefully so that no point is missed. At
times, even a single word or phrase, if overlooked can lead to a complete
misinterpretation or misunderstanding of the text.
Step 4
At this stage, you should select the important passages or parts of the text. You can
either mark them out in the main copy or better still, jot down the important details
on a separate sheet.
Step 5
Now is the time to write a rough draft. If you are given a word limit beforehand,
your work is reduced. If you are only told that you should be writing a précis which
is a third or a fourth of the original passage, you will first need to count the words
and calculate the exact word limit.
It is not easy to write a précis well within the word limit in the first attempt
itself. Even if a précis falls short of the limit, it should never exceed the word limit.
This might require many rounds of revision.
While writing the rough draft, you should ensure that the précis is written
entirely in your own words. It must be a smooth read and must appear as a single
completely standalone unit. It should be complete in every way. There should be no
redundancy. Take care not to use direct speech in a précis. A précis is preferred in
indirect speech.
Step 6
Once the rough draft has been revised and re-revised to your satisfaction, you should
write a fair copy. Read it again to ensure that no key words have been omitted and
that it is grammatically correct and properly punctuated and has proper length.
Rules to keep in mind
(i) The précis should be limited to one-third of the length of the original passage.
(ii) Do not try to copy the style of the original source. Use clear, lucid, factual
expressions.
(iii) The author’s ideas should not be changed or criticized. Try not to introduce
ideas of your own. When you are selecting main ideas from the passage,
ensure the main ideas are not omitted. This way the fundamental meaning of
the passage is retained.
(iv) Revise your writing until you are sure you have given an accurate summary.

144 Communicative English

Writing Skills Unit-6

When the précis is complete, it should clearly state:

What was discussed and argued
What was the focus of the précis
What was the learning
What it means (why it is important)
6.5.2 Sample Précis
Write précis for each of the following passages in about 75 words and give a suitable
heading.
(i) Sample 1
We do not know what to do with our knowledge. Science has given us
superhuman powers, which we do not use properly. For example, we are
unable to manage our machines. Machines should be fed promptly and waited
upon attentively, otherwise they refuse to work or cause destruction. We
already find it difficult to do without machines. In the course of time, they
may rule over us altogether.
A stamp is, to many people, just a slip of paper that takes a letter from one
town or country to another. They are unable to understand why we stamp
collectors find so much pleasure in collecting them and how we spare time to
indulge in our hobby. To them it seems a waste of time, a waste of effort and
a waste of money. But they do not realise that there are many who do buy
stamps, many who find the effort worthwhile and many who, if they did not
spend their time collecting stamps, would spend it less profitably. We all
seek something to do in our leisure hours and what better occupation is there
to keep us out of mischief than that of collecting stamps? An album, a packet
of hinges, a new supply of stamps and the time passes swiftly and pleasantly.
Stamp-collecting has no limits and a collection never has an end. Countries
are always printing and issuing new stamps to celebrate coronations, great
events, anniversaries and deaths. And the fascination of collecting is trying to
obtain these stamps before one’s rivals. Every sphere of stamp-collecting has
its fascination—receiving letters from distant countries and discovering old
stamps in the leaves of dusty old books. A stamp itself has a fascination of its
own. Gazing at its little picture, we are transported to the wilds of Congo, the
homes of the Arabs, and the endless tracks of the Sahara desert. There is a
history in every stamp. The ancient Roman Empire the Constitution of
America, India’s Independence and the Allied victory are all conveyed to us
by means of stamps. We see famous men, pictures, writers, scientists, soldiers,
politicians and famous incidents through the medium of stamps. Stamps, so
small and minute, contain knowledge that is vast and important.
Précis
Stamp Collecting
To many people a stamp is merely something necessary for sending a letter.
They regard stamp-collecting as a waste of time, effort and money. But there

Communicative English 145

Unit-6 Writing Skills

are many people who love buying stamps and find this hobby worthwhile
and more profitable than other leisure pursuits. Collecting stamps helps pass
time quickly and pleasantly.
Stamp-collecting is limitless and endless. Countries are always issuing stamps
to celebrate important events. It is fascinating to receive letters from distant
countries and to discover stamps in old books. A stamp itself has a charm.
Stamps show us geographical and historical pictures, famous people and
incidents. These small things contain vast knowledge.
(ii) Sample 2
One great defect of our civilization is that it does not know what to do with
its knowledge. Science, as we have seen, has given us powers fit for the gods,
yet we use them like small children. For example, we do not know how to
manage our machines. Machines were made to be man’s servants. But today,
man has become so dependent on them that they are, in a fair way, to become
his masters. Already most men spend most of their lives looking after and
waiting upon machines. And the machines are very stern masters. They must
be fed with coal and given petrol to drink and oil to wash with, and must be
kept at the right temperature. And if they do not get their meals when they
expect them, they grow sulky and refuse to work or burst with rage and blow
up and spread ruin and destruction all round them. So we have to wait upon
them very attentively and do all that we can to keep them in a good temper.
Already we find it difficult to work without machines and a time may come
when they will rule us altogether, just as we rule the animals.
Précis
Men and Machines
We do not know what to do with our knowledge. Science has given us
superhuman powers, which we do not use property. For example, we are
unable to manage our machines. Machines should be fed promptly and waited
upon attentively; otherwise they refuse to work or cause destruction. We
already find it difficult to do without machines. In the course of time they
may rule over us altogether.
(iii) Sample 3
The last three generations have witnessed a vast increase in the size and
number of large cities. Life has become more exciting and more money can
be earned in the cities than in the villages and small towns. Hence the migration
from country to city is in vogue these days. In the van of this migrating host
have marched, the ambitious, the talented, the adventurous. For more than a
century, there has been a tendency for the most gifted members of small rural
communities to leave home and seek their fortunes in the towns. Community
life in the country is thus impoverished; but the community life of the great
urban centres is not correspondingly enriched. It is not enriched for the good
reason that, in growing enormous, cities have also grown chaotic.

146 Communicative English

Writing Skills Unit-6

Précis
Migration from Villages to Cities
Large scale migration of villagers to cities, for making a fortune there, has
reduced the size of villages and enlarged the cities. Accordingly, social life in
villages is poorer and the cities have gained in this respect, although they too
remain mismanaged.
(iv) Sample 4
Much has been said about the duty of the artist in the coming years. He is
always being preached at and being told that he ought to preach. It is expected
of him that he will be interested in his surroundings and will want to comment
on them. It is also expected that he will express the feelings of his people and
reflect their attitude, and that he will, if generously minded. He also has a
desire to champion the oppressed and reform abuses. But to say that his
fundamental duty is to do these things is to mistake his function. His
fundamental duty is to do his job. He must, first and foremost, write properly,
paint properly, express himself as an individual. When he has done that, his
message — if he has one—is sure to show through. I am all against him
starting off with a message. If he does that, he is not an artist, he is a
pamphleteer. His message, however deeply he feels it, must come out
incidentally. When he is actually writing or painting, or whatever it is, his
fundamenlal feeling ought to be: ‘Let me make something’, not ‘Let me
preach.’ His primary duty is not to society but to himself.
Précis
Duties of the Artist of Future
People want the artist of the future to give moral lessons through his work.
He will be influenced by his surroundings and might associate himself with
the cause of the downtrodden. But this is not his duty. His real duty is to excel
in his field and morality should come out only indirectly. His main duty is to
acquit himself well.
(v) Sample 5
Real good talk is one of the greatest pleasures and yet how rarely one comes
across it. There are a good many people among my acquaintances who on
occasions are capable of talking well. But what they seem to lack is initiative
and a deliberate purpose. If people would only look upon conversation in a
more serious light, much would be gained. I do not of course mean, that
people should try to converse seriously that results in the worst kind of
dreariness, in feeling, as Slewnson said, that one has the brain of a sheep and
the eyes of a boiled codfish. But I mean that the more seriously one takes an
argument, the more amusing it becomes. What I wish is that people would
apply the same sort of seriousness to talk that they apply to golf and bridge,
that they should desire to improve their game, brood over their mistakes and
try to do better. Why is it that so many people would think it effeminate to try
to improve their talk, and yet think it manly and rational to try to shoot better?
Of course, it must be done with a natural zest and enjoyment otherwise it is

Communicative English 147

Unit-6 Writing Skills

useless. It is all very well to know beforehand the kind of line you would
wish to take, but spontaneity is a necessary ingredient of talk and to make up
one’s mind to get certain stories in, is to deprive talk of its fortuitous charm.
Précis
Essentials of a Good Conversation
The writer says that good conversation is an uncommon thing. People lack
the ability to start a conversation and to put matter into it. The writer, however,
does not mean that people should become serious conversationalists, but that
they they should always try to improve their conversation, as they improve
their skill in games, with real interest. Moreover, conversation should not be
pre-planned, although one can decide the line of argument that is to be
followed. Conversation must be natural, otherwise it will not be interesting.
(vi) Sample 6
Like every other instrument that man has invented, sport can be used either
for good or for evil purposes. If used well, it can teach endurance and courage,
a sense of fair play, a respect for rules, a co-ordinated effort and the
subordination of personal interests to those of the group. If used badly, it can
encourage personal vanity and group vanity, greedy desire for victory and
hatred for rivals and an intolerant espril de corps. In the former case, sport
inculcates responsible co-operation but when it is used badly, the
cooperation is for undesirable ends and the result upon the individual is an
increase of attachment. When it is used well, the character is modified in the
direction of non-attachment. Sport can be either a preparation for war or, in
some measure, a substitute for war. A trainer can either be a potential war-
monger or a potential peace-lover. An educative influence can form either
militarists or men who will be ready and able to apply the principles of pacifism
in every activity of life. It is for us to choose which part the organized
amusement of children and adults shall play. In the dictatorial countries the
choice has been made, consciously and without compromise. In these
countries, sport is definitely a preparation for war.
Précis
Value of Sport
The value of sport will depend on the spirit in which people take it. Sport can
inculcate in us either values of peace and cooperation or warmentality. If
sport is taken in the right spirit, it teaches co-operation and engenders a spirit
of sacrifice for the common good. When sport is taken in the wrong way, it
leads to an attitude of domination. The choice lies with the people. The non-
democratic countries have made sport a preparation for war. (Words 75).

6.6 PARAGRAPH WRITING

Paragraph: A group
of sentences that
express one main A paragraph is described as a group of sentences that express one main idea and
idea and elaborate elaborate the main topic. There is a certain flexibility about the number of sentences
the main topic. that constitute a paragraph. There is no fixed rule regarding the length of a paragraph

148 Communicative English

Writing Skills Unit-6

or the number of paragraphs in composition or any prose paragraph. The primary

point is that a paragraph should have an intrinsic coherence and that the ideas should
be clearly and logically structured. Each sentence should flow naturally to the next
and the reader should be able to see the underlying connection of thought and
language between the sentences. You shall have a better understanding of paragraph
writing after going through the following characteristics of a paragraph.
6.6.1 Characteristics of a Paragraph
Paragraphs are meant to divide or segment a piece of writing in a manner that
would make the text appealing to the eye and to the mind. Paragraphs help the
reader to pause at regular intervals and at the appropriate points. Each paragraph is
an indication of the end of a topic, an idea or a subject.
Writing a paragraph
As mentioned earlier, the sentences in a paragraph are related sentences presenting
one primary idea or topic. Usually, the opening sentence of a paragraph gives us a
good idea about what the paragraph will deal with and is often referred to as the
‘topic sentence’. This topic sentence is not an isolated example in a paragraph.
While it may express the central idea, it can have other qualifying infomation too,
but all facts should have some connection with the main idea as expressed in the
topic sentence. The paragraph should therefore, have unity of thought and expression.
To begin with, you need to identify a topic or subject that interests you or that
you want to develop as an argument. So, think about a topic and ask yourself questions
and facts related to the topic.
Write down your ideas and facts and try and place them in a logical sequential
manner. What is the main idea? Write the opening sentence which introudces the
central idea. After the topic sentence, the other sentences can give qualifying
information or additional facts and details that are directly related to the topic.
When you focus on the main idea and your sentences are thematically connected
with each other, your paragraph will have unity. Writing short, simple sentences
and paying attention to tenses and syntax will ensure that the paragraph is coherent
when you read it. Sometimes, repetitions of key words can help in greater clarity of
thought and idea in a paragraph. The concluding sentence of a paragraph, usually
summarizes the main point.
Read the paragraph and ask yourself if there is a main idea. Has the paragraph
developed the topic sentence? Are the ideas, information, facts arranged in a logical
manner? Is there a linguistic connection between the sentences? You can use
connective words, to connect the thoughts between sentences, like ‘however’,
‘moreover’, ‘once again’. Each paragraph begins with a fresh line and this is indented.
Indented is when the first word in the paragraph starts a little to the right of the left
hand margin of the page. Ask yourself: Does your paragraph have unity, logic, an
interesting opening sentence and a concluding sentence that effectively sums up the
main thought?
Remember, even renowned authors write many drafts, before they are finally
satisfied with their revisions. So do not feel disheartened, if in the beginning you
find writing paragraphs and composition a little difficult.
Communicative English 149
Unit-6 Writing Skills

The discipline of writing is creative and requires constant practice. One may
have wonderful ideas and insights but they have to be presented in an organized,
logical manner that is comprehensible to the reader.
Limiting a paragraph
The most convenient rule to adhere to is that one paragraph should deal with just
one topic or idea.
The length of a paragraph will obviously differ according to the nature of the
article, text, report or feature. For example, a thesis or a research report would have
many paragraphs, each one spread over a page or more than a page. In an
advertisement, a paragraph may consist of just a single sentence. Similarly, in many
newspaper articles, a paragraph may consist of one sentence only.
It is common knowledge that paragraphs enhance readability of a long piece
of writing. It is easier to concentrate on small paragraphs and retain the text in
small paragraphs as compared to a long piece of continuous text.
Paragraphs help distribute the text into neat blocks, each dealing with its own
idea or theme.
Sentences in a paragraph
No sentence will read well or make sense till the words within it are placed in the
right sequence or order. Similarly, in a paragraph, it is essential for the sentences
within it to be sequenced or structured appropriately. In other words, the sentences
should follow a logical pattern and should not interrupt an idea.
Take a look at this example.
1. She ran to the spot where he lay, writhing in pain, all wet, dirty and
dressed in rags, which is why she failed to recognize him at first glance.
2. Anand then asked for water.
3. At first sight, she did not recognize the figure near the gate.
4. When he turned towards her, she saw his face and was taken aback.
5. It was getting dark and she could hardly see beyond two feet.
The above-mentioned sentences would have made better sense if placed in
the following sequence—3, 5, 2,1,4.
At first sight, she did not recognize the figure near the gate. It was getting
dark and she could hardly see beyond two feet. Anand then asked for water. She ran
to the spot where he lay, writhing in pain, all wet, dirty and dressed in rags, which is
why she failed to recognize him at first glance. When he turned towards her, she
saw his face and was taken aback.
Chronological and logical order
The sentences in a paragraph appear in a certain order which is either chronological
or logical. When the sentences describe a series of happenings or events, then they
appear in the order of occurrence, that is, chronologically.
When the sentences develop an idea or build up an argument, then it is observed
that each sentence explains the sentence preceding it or elaborates the preceding line.
150 Communicative English
Writing Skills Unit-6

Link words
Sentences cannot just appear one after another without any connection being
established between them. A writer makes use of certain phrases or connecting
words to link sentences. Conjunctions such as —‘therefore’, ‘ however’, ‘then’,
‘but’, ‘and’, ‘finally’ are often used to connect or thread the phrases and sentences
together. They help the reader to understand the true meaning of what the writer
intends to say.
Needless to say that the link words should be used with care. The use of
‘but’ instead of ‘and’ may lead the reader in a wrong direction.
Topic sentence
As discussed earlier, ideally, each paragraph should deal with a single topic or theme.
This idea, theme or topic is mentioned in some manner, direct or indirect, in a
sentence in the paragraph. This sentence, called the topic sentence, appears
somewhere near the beginning of the paragraph, giving the reader an idea of what
to expect.
However, at times, in order to build up a climax or to introduce the surprise
element, the topic sentence may even be placed close to the end of the paragraph.
In personal letters and business correspondence, the topic sentence usually appears
in the beginning whereas in stories or some types of dramatic writing, topic sentences
are found at the end of the paragraph. Therefore, the placement of topic sentences
depends on the appropriateness.
6.6.2 Types of Paragraphs
Paragraph writing has been classified under different categories. While some of the
basic principles remain the same, the emphasis in each type of paragraph varies
depending on the kind of paragraph. Broadly speaking, the most common types are
descriptive, narrative, discursive and expository.
Before we proceed to look at different kinds of paragraphs, let us briefly
summarize the highlights of a paragraph.
There should be a topic sentence that expresses an idea.
The sentences should be logical, organized and coherent.
There must be unity and clarity of thought.
The concluding sentence should summarize the main thought.
1. Descriptive paragraph
Just as an adjective tells the reader more about a noun, a clear descriptive paragraph Descriptive
Paragraph:
focusses on elaborating in detail, facts pertaining to an event, place, person or,
Focusses on
object. What the paragraph does is to present facts, usually in an impersonal manner elaborating in detail,
and answer questions. The emphasis is on the presentation and recording of detail, facts pertaining to an
of special features, of what one may hear, seeing and knowing historical facts and event, place, person
specific references. Usually, a descriptive paragraph tends to be objective in narration or, object.
and the author’s personal views are normally not present. One can comment on

Communicative English 151

Unit-6 Writing Skills

similarities and differences. For example, if you have just visited a hill station and
you want to describe it, you would start with describing:
(i) its location
(ii) the town itself
(iii) the buildings, the special features, the facilities
(iv) climatic conditions
Examples of descriptive paragraphs are as follows:
(i) It was originally a cumbrous implement on a long fat pole. The ribs
were made of whalebone and the stretchers of cane or metal, fastened at
the joints with little bits of wire which were a constant problem.
It was carried under the arm or over the shoulder, and opened by a
spring. Hanway’s own model had an ebony handle carved with fruit and
flowers. The outside was covered with a circle of waxed pale green
silk, lined with grey satin. The material was heavy, stuck together at the
folds when wet. By the beginning of the 19th century, many varieties
were in the market: umbrellas with flasks to catch the rain drops, tilting
umbrellas with crank handles, umbrellas with windows. B e t w e e n
1822 and 1825, the price of whalebone doubled and then trippled. Many
small manufacturers went out of business, but it speeded the switch to
metal. In the 1850s, Samuel Fox revolutionized the industry with his
patented Paragon frame, making the ribs U-shaped, instead of tubular,
for lightness and strength. In modern money, this is said to have earned
him £9 million!
(ii) That he worked his way each summer to a high place in the bowling
averages is the best indication possible of his zeal for cricket. Really, he
was not a bowler by nature: his action was clumsy, without the free
swing of the man born to the work. There can be little doubt that he
took to bowling simply because he could not bear for a solitary moment
to be out of the picture. He could not always be getting runs and the
other side had to bat sooner or later. On the field, he was an enormous
man rushing up to the wickets with both elbows out, a great black bear
blowing on both sides of him, a huge yellow cap on top of a dark, swarthy
face. He was easily the most spectacular man who ever played a game.
He was shaggy and ponderous, with muscular arms, capacious hands,
and immense feet. He ambled about the field rather than walked and as
the players gathered together for conversation at the fall of a wicket, his
giant dimensions overtopped them all, making everybody else seem
mere children.
2. Narrative paragraph
The emphasis in a narrative paragraph is on recounting and relating an event. The
aspect of story telling is often highlighted in a narrative paragraph, where an account
of real or imaginary events is presented in a sequential manner. Narrative paragraphs
are used in the writing of biographies and also newspaper reports. One of the common
mistakes that is often commited, is related to the confusion regarding tenses. Usually,

152 Communicative English

Writing Skills Unit-6

a narrative paragraph is written in past, past continuous or past perfect tense. But
students often tend to write a few sentences in the present continuous mode, and a
few sentences in the past tense. A narrative paragraph gives scope to write
imaginatively, blending description and narration and also depending on the topic,
personal observations and humour.
An example of a narrative paragraph is as follows:

The shouts of merchants and bargain hunters blend with the blast of ship
horns and the periodic calls to prayer. There are people everywhere you look. Some
sip sweet tea from little Turkish shot glasses, others are huddled, tightly wrapped in
dusty grey shawls, on this very cold and wet morning. But business runs as usual,
for the fish, dried nuts, coffee, clothes, linen and a wide assortment of electronic
gadgets are waiting to be sold.
A hand tugs at you, drawing you towards the rickety tour boats; another shoots
out under your nose tempting you with freshly grilled fish sandwich. Suddenly, you
realize that you are bang in the middle of the big bazaar-like life of Istanbul.
Istanbul is a city that straddles the Occident and the Orient; the only city in
the world spread across two continents. Its culture is East European, Arabic and
Russian, all at the same time. The Golden Horn divides this European city into two
parts—the old imperial town of Stamboul and the port of Galata, with its modern,
residential district on the hills above.
The museums, bazaars, palaces, mosques, synagogues and even the narrow
alleys that zigzag their cobbled way through the city, give it an air of a busy , exotic
market life. If you are a woman travelling alone, everywhere you go, you’ll get
special attention and a lot of good-humoured teasing.
3. Discursive paragraph
In a discursive paragraph, the primary issue is presented at the very beginning, and
the paragraph discusses and debates the respective merits and demerits of the
concerned issue. While the paragraph clearly states an opinion and takes a stand,
the writer attempts to convince and persuade the reader about his point of view.
‘Discursive’ relates to discussion and the paragraph is essentially a reasoned argument
or discussion about a particular topic or issue. It is neither narrating a sequence of
events, nor is it describing anything in great detail.
A discursive paragraph, presents a point of view, looks at opposing opinions
and through reasoned and convincing arguments, persuades the reader that his point
of view is valid.
Here is an example:
‘Let’s face it, I mean to say we all make the occasional slip-up in our
professions or callings. Typists leave errors uncorrected, surgeons cut off
the wrong leg, policemen arrest the wrong man. Judges and juries convict
the innocent, trapeze artists miss their footing on the high wire....even priests,
I dare say, occasionally drown a baby in the font by mistake. For journalists,
the penalties can be pretty bad, involving hours of unpaid work attending
legal conferences and composing affidavits. Even so, one should not
Communicative English 153
Unit-6 Writing Skills

complain too much. So, we should sympathise with Dr Jon Carr, who, as
the result of what he described as “a terrible and tragic mistake” in the
Sunday Telegraph, “a ghastly mistake” in the Sunday Times, injected one
of his patients, Mr Ronald Mawson, with 1000 m illigrammes of
phenorbarbitone insead of the 150 milligrammes intended. One should also
sympathize a little, of course, with Mr Mawson who, according to his widow,
had no wish to die, and was fighting for every day of life, supported by
family against the inexorable progress of terminal cancer. According to
evidence, he complained as the doctor approached with his huge syringe:
“That’s blooming high double dose you are giving me there.”
However, it was not a double dose so much as a dose which as more than six
and a half times the required amount. Dr Carr persisted with it and Mr Mawson,
who was 63, died two days later, although nobody can say whether his dealth was
hastened by the after effects of what would, in many cases, prove a lethal dose of
barbiturate, or whether he died in the normal course of his illness.

Expository 4. Expository paragraph

Paragraph:
An expository paragraph focusses on explanations and provides information and
Focusses on
facts. The opening sentence states the subject in question and goes on to define it
explanations and
provides information explaining features that are characteristic of it and giving additional facts. Many of
and facts. our textbooks have expository paragraphs, especially when experiments, processes
and natural phenomenan have to be explained.
We have looked at some of the well-known types of paragraphs that are most
commonly used. For any paragraph to be effective, one has to pay attention to the
subject and the main idea, the sequence and clarity of thought, supporting
information, grammatical errors, punctuation and style.
The following are some examples of expository paragraphs:
(i) ‘Tax avoidance’ and ‘tax evasion’ are terms so frequently referred to in
economic and business relationships today that they constitute part of
our conversational language, and people in general use these terms even
without knowing their exact meaning and difference. Tax avoidance
implies a situation in which the taxpayer reduces his tax liability by
taking advantage of the loop-holes and ambiguities in the legal
provisions. In the case of tax evasion, facts are deliberately misinterpreted
and the tax liability is understated. Thus, while tax avoidance is perfectly
legal and is, at times, referred to as ‘tax planning’, tax evasion is illegal
and, therefore, carries with it the risk of penalties and prosecutions under
the tax laws. As such, the black economy comprises the sum total of all
the various methods of tax evasion but does not include tax avoidance.
Accordingly, whereas the consequences of the two phenomena are
different for the taxpayers, both reduce the revenue of the exchequer
and consequently need to be checked to the greatest extent possible.
The unsanctioned or black market economy is created due to evasion of
both direct and indirect taxes, undervaluation properties, anti-social
activities like smuggling, foreign exchange racketeering. under invoicing
and over-invoicing of foreign trade, remittances from abroad through

154 Communicative English

Writing Skills Unit-6

illegal channels, etc. Since tax, by definition, is a payment without direct

quid pro quo, it involves some type of compulsion because the taxpayers
derive no direct benefit in paying taxes except the negative advantage
that they would not be punished for violating the taxation laws of the
states.
(ii) The cinema is the only art invented by science. It was born and bred in
the West in a technological environment, and so its manifestations in
predominantly agricultural countries are a somewhat curious
phenomenon of more sociological than aesthetic interest. What is
remarkable is that with political independence and the rise of a national
awareness of technology, a new minority cinema appears in many of
these societies and quickly acquires compelling aesthetic and humanist
values. Their content is increasingly charged with aspirations for a better
life, and their form with delight in a new medium. In many of these
countries, television is limited in its spread and its creative abilities,
either by the lack of resources or by the constrictions of governmental
ownership or both. Cinema, on the other hand, reflects a more vital and
spontaneous expression of the secret hopes and fears, ideals and
enthusiasm of a country’s people.

CHECK YOUR PROGRESS-1

1. What are the various purposes for which punctuation marks are employed?
2. When is a précis said to be complete?
3. List the most common types of paragraphs.
4. What is a discursive paragraph?
5. Conjunction creates a relationship between two …….
6. The emphasis in a narrative paragraph is on ………… and …………

6.7 LETTER WRITING

A letter is a permanent and tangible record of a business relationship. It is generally

written to enquire, give information, give instruction, or persuade the recipient
towards a desired action. A well-written business letter can achieve much for a
business. It can act as an effective salesperson, create goodwill, strengthen
relationships with customers and act as a source of reliable and useful information.
Because of its importance, it is a must that business letters be effectively
written maintaining conformity to certain standards. A badly written letter reflects
poorly on the organization and is a cause of embarrassment to the managers. Some
of the deficiencies of a badly written letter are summarized as follows:
Communicative English 155
Unit-6 Writing Skills

Lack of clarity
Poor use of words and expressions
Incorrect spellings and grammatical errors
Too short or too long
Concentration of too many ideas in a single letter
Incorrect facts
Not suited to the readers’ wavelength
Use of too much of jargon and technical words
Lack of aesthetic sense
Absence of personal touch
Offensive nature
Lack of courtesy
Absence of relevant information
Use of poor quality ink, paper, etc.
Wrong address
6.7.1 Layout of a Business Letter
These days, there is a tendency to adopt a friendly and informal style. However, you
should follow an established type or form to avoid inconvenience, confusion and
wastage of time. The company’s in-house style includes rules on the layout of its
business letters. A proper layout also gives the letter a formal look.
For most business letters, single line spacing is used as this gives the letter a
compact look. In case the letter is very short, you may need to use double spacing.
There are various styles of layouts available for business letters. In different forms,
there are different systems of indentation followed. The various styles include the
following:
(i) Fully-indented style
(ii) Semi-indented style
(iii) Fully-blocked style
(iv) Modified-blocked style
(i) Fully-indented style
The fully-indented style has become old fashioned and is being fast replaced by
other styles. Each paragraph appears prominently in this type of layout. This style is
at times found cumbersome because of its numerous indentations. It has the following
characteristics:
The name, address and paragraphs of the body are five spaces indented.
The letter is typed in single-line spacing.
The subject heading is two-line spacing below the salutation which is three-
line spacing below the inside name and address.

156 Communicative English

Writing Skills Unit-6

The paragraphs are separated by double-line spacing.

The complimentary close begins at the centre of the typing line, and the typed
signature and designation follow ten spaces and five spaces as is determined
depending on the length of the two.
The inside address is offset to give the letter a balance.

(ii) Semi-indented style

The semi-indented style is a modified version of the fully-indented style. It has the
following characteristics:
The inside name and address does not have any indentation and is in a block
form.
The complimentary close and designation are typed evenly across the
centre of the typed line. However, sometimes they are placed to the right
hand side.
This style provides a neat and compact look because of the block form of
name and address.

Communicative English 157

Unit-6 Writing Skills

Semi-Indented Style

(iii) Fully-blocked style

The fully-blocked style is a modern style and is most commonly used. Earlier, the
‘indented’ format was used for business letters, but, with the arrival of word
processing, the ‘fully blocked’ format has now become the most commonly used
one as it saves time on setting up tabs and indents and the letters look neater and
tidier. It has the following characteristics:
All typed entries including date, inside name and address, subject line
paragraph, complimentary close, signatures begin at the left-hand margin,
forming a vertical line down the page.
There is a complete absence of punctuation marks from the date, salutation,
complimentary close and the end line of the inside name and address.
In some letters, the date and complimentary close are placed towards the
right margin so as to give the letter a more balanced appearance. This style is
known as semi-blocked style.

158 Communicative English

Writing Skills Unit-6

Fully-Blocked Style

(iv) Modified blocked style

Modified Blocked
The modified blocked style is similar to the fully-blocked style. The difference in Style: There is a
this style is that the date, subject heading and the complimentary close signature are treble line spacing
placed like in the semi-indented style. There is a treble line spacing between between paragraphs
paragraphs to differentiate between paragraphs, as paragraphs do not have to differentiate
between paragraphs,
indentation. as paragraphs do not
Modified Blocked Style have indentation.

Name & Address of the Company

Ref. No. Date

Inside
Name
Address

Saturation
Subject

Signature
Designation

Communicative English 159

Unit-6 Writing Skills

6.7.2 Tact for Use of Language

Business letters, to be good and effective, must contain certain essentials. In other
words, business letters should conform to certain minimum standards of letter writing.
You can look at these essentials from different angles—language, content, context,
length, structure, layout, taste, tone, impact, and purpose orientation. Any letter is
amenable to description in terms of these characteristics or features. To qualify, the
letter should measure up as good when viewed from any of these considerations. It
may or may not encompass all these features. Nevertheless, a good letter writer
should have a clear understanding of all the characteristics that make the letter
effective. In order to be clear about what is a good letter, it is also very necessary to
know what is a bad letter. While a good letter can be good on many counts, a bad
letter may have one undesirable feature which can mar the beauty of the entire
letter.
Essentials of a good business letter
Business is all about creating goodwill, favourable impressions, attracting attention,
creating interest, wooing customers, reaching prospects, and building relationships.
All this calls for conscious efforts, concerted action and correspondence on a regular
basis. As this has to be done in a world full of competition, one bad letter can cause
avoidable damage to the reputation of a business. Badly written letters cause
embarrassment to the people behind the business and show the organization in poor
light.
Before discussing the essentials of a good business letter, it would be desirable
to keep in view what such a letter can achieve for business. A good business letter
can:
Reach out and directly address the target, be it a customer or a prospect or a
patron.
Address the prospect and set the sales pitch.
Act as an effective salesperson.
Strengthen the bond and provide further details to an existing customer.
Act as your relationship officer.
Dispel disinformation and create goodwill and thereby act as your ambassador.
Make announcements, share relevant information and keep you in touch with
people who matter.
Be your public relations officer (PRO). Well written and imaginatively drafted
letters can play the role of a salesman, a relationship officer, an ambassador
and a PRO for business establishments. This is true especially for small
businesses which cannot afford to employ people specifically for carrying
out these functions.
Let us now briefly discuss the requisites or essentials of a good business letter.
Clarity
A letter must have clarity. The underlying message should be expressed in clear
terms. Care should be taken to avoid ambiguity. The purpose of communication
160 Communicative English
Writing Skills Unit-6

should be made clear. Whether it is to inform, invite, reiterate, emphasize, remind,

announce, seek participation or clarity, and correct the earlier message, the purpose
should clearly be stated.
If a letter writer is writing a letter on behalf of somebody else, it should be
done after obtaining clear instructions. There are occasions when you may receive
a letter informing the date and the venue of a meeting without an accompanying
invitation or request to attend. The reader or the receiver of the communication, in
such an instance, will be in a dilemma. Is the invitation intended and implied but
not specifically stated? Or is the letter just meant to be informative and no invitation
is being extended? One way or the other, the message should be clear. Just imagine
the embarrassment caused when people not meant to be invited turn up at the venue
and have to be turned back, or when the people who have to attend the meeting feel
there is only intimation and no invitation and hence fail to turn up. When this happens,
due to lack of clarity in communication, any business suffers. This is just one example.
There are umpteen ways in which the lack of clarity affects the intended purpose of
the letter. A letter writer should be conscious of this and exercise due care.
Impact
The letter should create the necessary impact. Behind every letter, there is an objective
and the letter should have a clear purpose. The purpose of writing a letter is not just
to reach out to the customer. Every letter has an intended impact which must be felt.
To create the desired impact, it is often necessary to lay emphasis. Emphasis can be
laid in many ways. It can be done by proper positioning—placing them in an
important position. It can be done by repetition. It can be done by underlining or
using a larger type or font. Similarly, to create the right impact, the letter writer
should address the letter to the right person. The right person is the specific person
who is the target of the communication, and whose action or response the business
considers to be of value. Creating an impact also calls for establishing an appropriate
wavelength. The letter writer should write keeping in view the skill, knowledge,
status, and comprehension ability of the reader or the addressee.
Yet another requisite of an impact-creating letter is coherence. It is necessary
to use words, phrases and clauses clearly, so as to form balanced sentences. Coherence
seeks to establish a proper relationship and links sentences to make the intended
message clear. Coherence brings consistency and orderliness to the encoded message.
A letter succeeds in creating the desired impact when it ensures purpose
orientation, lays the right emphasis, establishes an appropriate wavelength and is
coherent. Some of the common questions asked or statements made in relation to
these attributes are:
What is one trying to convey? (Purpose Orientation)
Which of these is really urgent? (Emphasis)
Is it too elementary or is it an overhead transmission? (Wavelength)
What is the sequence? (Coherence)
It is necessary to give due attention to these areas so that the letters become
impact-creating.

Communicative English 161

Unit-6 Writing Skills

Relevant information
The letter should provide the relevant details forming part of the message. Facts,
figures, illustrations and other such information, which are both accurate and reliable,
as well as relevant to the context of the communication, should be incorporated in
the letter. The principle of communication that we are referring to here is also known
as adequacy or completeness. A communication can be said to be complete only
when it contains all the facts and details which the receiver needs to know in order
to respond or act on the basis of that communication. Not giving all the required
details leads to protracted correspondence, loss of customers or lack of response.
Worse still, although non-submission of full details may be due to an oversight or
inadequate attention to details, the receiver may infer that there is a deliberate attempt
to withhold or conceal facts and figures. Imagine a letter received from a departmental
store announcing the opening of a new branch and seeking your patronage, that
does not give details of the new address or timings. Another requirement of a business
letter is concreteness. A communication is said to be concrete when it is specific,
definite and to the point, and not vague and generalized. Often, the letters are so
rambling in nature that you can imagine the reader screaming, ‘Please come to the
point and be specific.’ A concrete letter does not ramble and is sharp and focussed.
Brevity
Any good communication—oral or written—should necessarily incorporate this
essential feature. Brevity is a very important attribute for any business letter. For
everyone connected with business, time is of essence. The time that you can allot
for reading business letters is certainly limited. The receiver does not have unlimited
time to spare towards reading and re-reading the letter and drawing out the message
in its entirety. On the contrary, any business letter is competing with a huge mass of
business-related and other communication targeted at the receiver, waiting to catch
attention and time. Recognizing this, any business will have to value the receiver’s
time. Brevity in letter writing, therefore, is a must. Long letters, whatever be their
merits, are often kept aside for ‘later reading.’ Brevity in communication is also
referred to as conciseness. Conciseness refers to the skill of conveying what you
want to convey in the fewest possible words, without sacrificing completeness or
courtesy. Conciseness eliminates unnecessary words and phrases, repetitive
sentences, and keeps the letter focussed. A good letter makes economical use of
words. Brevity is a skill that a business communicator must develop. As people
move up in an organizational hierarchy, their ability to condense messages into
brief and focussed letters counts for a lot. In typical bureaucratic and hierarchical
work situations, you can see the ‘drafts’ of letters prepared by the junior staff moving
upwards tier by tier ‘for final approval’ and much time and effort is wasted if brevity
is not ensured.
Simplicity
Simplicity is the hallmark of any good communication. Simplicity refers to the ease
of understanding. Simple writing is the opposite of complex and involved writing.
The art of simple writing is mastered through conscious effort and practice. A letter
written in a simple, easy, informal style using easily understood words catches

162 Communicative English

Writing Skills Unit-6

attention, and makes an impact. Simplicity in writing does not, however, necessarily
imply simple or plain thoughts. The thoughts may be complex, and the subject
quite complicated, but the manner of expression or presentation is kept simple. It
takes tremendous insight and skill to express complex matters and complicated
issues in a simple form. The normal tendency on the part of the communicator is to
resort to complex sentences, cliches, technical jargon and high-sounding words to
communicate not-so-simple thoughts and developments, resulting in confusion and
bewilderment. You must make constant endeavours to write simple, yet meaningful
and impact creating, business letters. It involves not only the use of simple words,
but also, more importantly, a clear insight into the structure of sentences and
paragraphs. Brevity and simplicity are so essential for good communication
that many writers refer to it with the acronym KISS—Keep it (the letter) short and
simple.

The style of writing varies from person to person. There are people who can
communicate very effectively even with the minimum of words. Here is a classic
example.
The briefest correspondence in history is reported to be a letter from the great French
writer Victor Hugo and the reply to it from his publisher.
Hugo’s letter was just ‘?.’
He wanted to know how his newly published novel, Les Miserables, was faring in the
market.
The publisher’s reply was just ‘!.’
Understandably, it would be virtually impossible for anyone to communicate so
effectively and yet be so brief. To be brief and yet convey effectively is indeed a very
fine art of effective communication.

Timeliness
Business letters, to be effective, should have proper timing. Letters should be written
and dispatched on time. Some messages have a sense of urgency. They call for
action, which is ‘immediate’ or ‘urgent’, or within a given time frame. Letters which
carry such messages should reflect the associated urgency. They should be so
addressed and delivered that there is enough time to permit action within the given
time frame. It is not uncommon to see letters seeking some action by a specified
date reaching the receiver after that date. Some not-so-uncommon examples of this
are:
A communication from a controlling office to a branch stating, ‘Please send
us the statement without fail by 30th September, 2001’ reaching on 2nd
October, 2001
A letter from a committee secretariat asking the member to attend the meeting
scheduled on the 10th of the month, reaching him that evening
A letter from a departmental store announcing ‘Clearance sale for 3 days’
reaching after the sale
A letter from a personnel department asking an officer to appear for her
promotional interview on 6th October, 2001 at the regional office, reaching
on 5th October, 2001

Communicative English 163

Unit-6 Writing Skills

Apart from negating the purpose of communication, such letters reflect poorly
on both the organization and the sender of the message. If the action called for is so
urgent, the minimum that anyone would expect from the sender is a clear
demonstration of the urgency by ensuring speedy communication. This necessitates
not only timely writing but also timely dispatch. For example, there may be occasions
when a letter dated 15th September, 2001 or 20th September 2001 reaches the
addressee on 2nd October 2001 or 5th October, 2001. Goal-oriented and effective
communication presupposes that the person concerned acts and intervenes at every
stage in the transmission of communication. Timeliness in business writing also
involves the choice of the right channel—mail, telegram or courier as the case may
be. Sending letters too much in advance is also to be avoided because unless there
is a timely reminder, the message is likely to be forgotten.
Language
Language is an extremely important facet of business communication. First and
foremost, it is necessary to ensure that the language used is appropriate, i.e., the
language with which the reader is at ease. Apart from English, Hindi, various regional
languages are in common use in businesses in different parts of the country. Public
sector organizations such as banks follow the three-language formula. Many printed
letters are bilingual—both in Hindi and English. Business letters should use the
language which the prospect, customer, or addressee can read and understand.
Choosing the appropriate language for a large multi-national or multi-regional
organization is important, not only for furthering business interests, but also for
ensuring that the sensibilities of certain sections of people are not offended. When
organizations and businesses get global, the choice of appropriate language becomes
highly relevant. Having chosen the right language, the next step is to ensure that the
phrases, expressions, words, grammar and spellings are correct.
Grammatical errors and spelling mistakes have no place in a good business
letter. They create a poor impression on the reader. Every business writer may or
may not achieve grammatical perfection. The use of commas at all relevant places
in the sentence and avoidance of split infinitives, for example, may not always take
place. In fact, certain grammatical imperfections such as the use of split infinitives
are tolerated as long as the message is clear. The important point emphasized here
is that while the letter writer may or may not achieve grammatical perfection, glaring
and obvious grammatical errors have no place in good writing. A good letter writer
should know his grammar well and seek appropriate reference when in doubt. A
business letter with noticeable bad grammar, notwithstanding whatever other merits,
creates a poor impression on the reader.
Vocabulary or word power
For the language to be effective, an important prerequisite is abundant vocabulary
or word power. Words are the very essence of written communication. Words translate
thoughts and carry the message through to the reader. They lay emphasis as and
when required. Since words have the potential to make or mar the language of the
business communicator, this aspect has been dealt with in some detail in the following
paragraphs.

164 Communicative English

Writing Skills Unit-6

Let us Know
Words have a meaning, both in the absolute sense and the relative sense. It is often
possible to convey a powerful message by grouping together thoughts and words.
For example, LIES. DAMN LIES. STATISTICS.
By this line you are hinting that statistics are the superlative degree of lies.

As much as you would like, it is not always possible to readily recall the
exact word. As a result, you may often find yourself groping for the right word. Any
person keen on building word power and using the most appropriate word in every
piece of write-up must take recourse to a standard English dictionary and also
the Roget’s Thesaurus. Until a writer gets a fine command over English words,
and even thereafter when a reconfirmation is required on the shades of meanings a
word conveys, constant reference to these two sources would be immensely helpful.
It is worth emphasizing that the author of this book has made umpteen references to
these sources while writing this book. To make it clearer, let us take a look at the
word communication and try to understand all that it conveys.
Roget’s Thesaurus refers to the following shades of meaning of
‘communication’.
Joining, transfer, intercourse, information, messages, oral communication,
conversation, epistle, passageway, giving, social intercourse.
Each one of them is in turn elaborated under different sections with nouns,
verbs, adjectives, and exclamations associated with the word. One of the meanings
of communication listed is information. In turn, the word ‘information’ covers the
following:
Enlightenment, light, acquaintance, familiarization, instruction, intelligence,
knowledge, the know, the dope, the goods, the swoop (all slang), communication
report, word, statement, mention, notice, notification, intimation, sidelight, inside
information, the low-down, tip-off, point, pointer, hint, indication, suggestion,
suspicion, inkling, glimmer, cue, clue, scent, telltale, implication, allusion,
insinuation, innuendo, gentle hint, broad hint and many more.
The Oxford Advanced Learner’s Dictionary is very helpful in building your
word power. The point to be noted here is that words in the English language have
multifarious connotations and uses. There are words which convey the same meaning
but each one perhaps has a context where it fits in perfectly. Similarly, there are
many words belonging to the same word family. A good writer must build up his
word power in such a way that words of all kinds are on top in memory, or as an
alternative, the writer has ready access to sources like the Thesaurus. In the absence
of a proper supply of appropriate words, the smooth flow of writing gets obstructed.
Groping for the most appropriate word or even just a sufficient word causes
frustration.
In letter writing or any other written communication, it is very essential that
words are not frequently repeated. Repetition tends to irritate the reader. If you
come across a particular word repeated again and again in a sentence and the
sentences that follow in the same paragraph, the reader is likely to get a poor
impression of the writing.
Communicative English 165
Unit-6 Writing Skills

To be able to avoid repetition, the writer should have a good stock of equivalent
words or synonyms. Synonyms are words identical and co-extensive in sense and
usage with another of the same language.
Appeal
A good letter should appeal to the reader’s sensibilities. It should go beyond the
message it conveys and make an overall good impression. It should have elegance,
which means taste, beauty and decency. A good letter also ensures certain aesthetic
appeal. No letter can be called elegant or aesthetically appealing if it does not give
due attention to appearance. Mistakes and corrections, striking, overwritings,
improper ink flow, unintended gaps and other such deficiencies rob an otherwise
good letter of all its elegance.
A letter is appealing when it shows consideration. Consideration means
thoughtfulness. It means keeping in mind the reader and putting yourself in the
reader’s shoes while writing the letter. Consideration means visualizing the reactions
of the reader and accommodating them in the approach to the communication. A
good letter writer invariably makes it a point to think from the other person’s point
of view. Another essential for a good writer is empathy. A letter shows empathy
when it reflects understanding and comprehension of the impact on the reader. It
tells the reader what is of interest to the reader. A good letter uses the ‘you’ more
frequently than ‘I.’ A good letter makes the reader feel important.
Inculcate a good style
Style refers to the manner of writing. It constitutes the collective characteristics of
the writing or impression or way of presenting things. Each person has an individual
style. The writing style, to create an impact, again needs conscious effort, on an
ongoing basis. While encompassing various requisites of letter writing, the letter
brings to bear the individual’s stamp on the letter. If you are regularly reading the
letters emanating from a particular source, you get to identify the style. People tend
to judge the style and categorize them—good style, bad style, free style, etc.
Style can be associated with the person writing the letter and carries certain
distinctiveness. Style is also understood as ‘Proper words in proper places.’ You can
also describe style in other ways—personal or impersonal, formal or informal,
narrative or descriptive, rambling or focussed, considerate or harsh, simple or
verbose. A simple, informal, considerate and focussed style of writing scores high
in building a rapport with the reader. Developing a certain style of letter writing
lends the letter a distinctiveness.
A good writing style also implies the proper use of idioms and expressions.
An idiom is described as the way ideas are used in a language. It is a form of
expression peculiar to a language. Like any other language, English too has its
idioms. Another aspect worth noting in the context of developing a good writing
style is to avoid clichés. Clichés are hackneyed literary phrases. They are often
repeated ad nauseum. Some commonly used cliches are; last but not least; better
late than never; however, there is no room for complacency, and so on.
A good writing style carries sincerity. Sincere writing is straightforward
and there is no attempt at manipulation. The writer comes through as honest, genuine
166 Communicative English
Writing Skills Unit-6

and frank. Some writing also gets described as candid and transparent. Being sincere,
therefore, means writing naturally. The words reflect feelings, concerns and
expectations in a forthright manner.
A good writing style should also encompass politeness or courtesy. It should
respect the reader as an individual. It should reflect the basic minimum courtesies
that any transaction or relationship demands. It should be appreciative and
complimentary to the extent appropriate in the given context. Business letters, by
and large, seek to strengthen the relationships that are good for the business when
the occasion demands. The writer should not hesitate to apologize for omissions or
errors.
A good writing style also refers to writing naturally, without undue efforts.
Otherwise the writing becomes labored and loses spontaneity. After a while, the
tediousness starts showing. The ability to write spontaneously and effortlessly
for all occasions has to be consciously developed.
Positive approach
A good business letter, in the ultimate analysis is that which has a positive approach.
It creates a friendly atmosphere. It avoids negative feelings. One must be in a proper
frame of mind to write a really good letter. Thoughts and words must synchronize.
The basic objective should not be lost sight of. The letter should bestir and motivate
the reader to act or respond as visualized. Good letters cannot be written under
extreme emotional conditions such as sorrow, depression, anger, frustration or shock.
Such letters may not carry the overall balance in approach which is so essential for
effective writing. Similarly, a good letter cannot be written in a great hurry. One
must take adequate time to put thoughts into words, choosing the most appropriate
ones for the context. The writer should write the letter taking adequate time, with
due attention to all relevant considerations.
Apart from the various characteristics already listed, a good letter should
have integrity, accuracy and promptness. There should be respect for values, and
ethical and moral standards. The writer should demonstrate a sense of legitimacy in
his writing. Messages should be accurate and there should not be any
misrepresentation and out of context passages. Positive approach also means being
prompt in responding. A writer, is often also a recipient of communication. The
writer should make it a point to respond without any undue delay.
A positive approach does not mean that you have to say ‘yes,’ for everything.
Any business has its commercial considerations. It has its rules, norms and
compliances. One cannot say ‘yes’ if it is commercially imprudent and if the set
norms are not met. Good letter writing, therefore, is the art of learning to say ‘no’ by
packaging ‘no’ in a pleasing manner. It is the art of packaging ‘no’ in an acceptable
format. It is the art of winning over the customer even while losing that particular
offer or transaction. The business offer may or may not come up to the expectation,
but, nevertheless, the communication should leave behind a favourable impression.
In any organization and in any business, there will be umpteen occasions to
say no, to disagree, to convey displeasure, to punish, to pull up, to do plain speaking
and to call a spade a spade. Quite often, this will have to be done by way of a letter.

Communicative English 167

Unit-6 Writing Skills

In all such instances, it is necessary that the damage, the feeling of hurt or ill will, if
any, is kept to the minimum. While the nature of the message would have certain
unpleasantness associated with it, the tone and style can make a difference and
soften the blow. It is under such circumstances that the skill of good writing comes
into full play. A skilful writer learns to mitigate the hardship or adverse impact
of the message through choice of words and manner of presentation. Although
what is being said is not pleasant, how it is being said makes it less unpleasant.
Striving for excellence
A good letter writer should try to achieve a significantly high standard of letter
writing and endeavour to achieve excellence. All the dozen or so essentials outlined
above are relevant in building up the skills of effective letter writing. When you talk
of business letters, you refer to a great variety of letters. They range from the routine,
repetitive letters to the more complex, goal-oriented ones. They seek not only to
inform, educate and appeal, but also to carry out complex and composite functions
such as evaluation, justification, motivation, persuasion, penetration, dispelling of
wrong impressions and even award of punishment. They may be as short as half a
page or as long as eight to ten pages. The bigger and more complex the letter,
greater the scope for skilful writing.
6.7.3 Structure of a Business Letter
Business letters are different from personal letters and carry a distinct format and
style. Business letters are known to cover several widely accepted parts, and a good
business letter should be drafted in accordance with the principles of such formatting.
Although there are different types of letters, each is relevant in a specific context,
and the parts are generally common to all such letters. One needs to be familiar
with not only the different parts of the letter but also, equally importantly, with their
positioning in the letter. When you refer to a business letter, you refer to it in its
totality, including both external and internal features. As you have seen in the earlier
chapters, a good business letter not only carries across the message as intended, but
also creates the right overall impression on the reader.
Any letter has its many parts—outside, inside, top, bottom, middle, left, right,
first page, second page, enclosures, and annexure. Each one of these parts has a
certain significance and carries a definite place in the context of letter writing. All
these external and internal features concerning a business letter carry a time tested
position and significance. All the same, when we refer to a position or placement,
we are not necessarily referring to a very rigid position for all times. Over a period
of time, business writers have brought in flexibility and improvizations resulting in
a certain choice of positioning as well. Thus, notwithstanding the various types and
places relevant to a business letter, it is possible to have different styles in writing a
business letter.
Let us take a look at the various parts of a business letter and their essential
characteristics.

168 Communicative English

Writing Skills Unit-6

Letterhead
The letterhead announces the name of the business. It often suggests what the business
is about—whether it is a bank, an insurance company, a transport agency, a trading Letterhead:
firm, a building contractor, an estate agent, etc. While some businesses choose to The letterhead
mention their name as well as their line of business in their letterhead, others confine announces the name
only to the name. Quite often the constitution of the business is also stated—public of the business. It
limited, private limited, government undertaking, etc. Along with the name and often suggests what
the business is
line of business, some relevant particulars such as date of establishment, location of about—whether it is
head office or registered office, telephone number, fax number and e-mail address a bank, an insurance
are also furnished on the top of the letterhead. company, a transport
agency, a trading
Apart from all these details, the letterhead also carries prominently the logo
firm, a building
of the business. If it is a public sector undertaking, as per the official language contractor, an estate
policy, all these details will have to be furnished bilingually. Each business decides agent, etc.
what details it wants to include about itself on the top of the letterhead. Sometimes,
the details are distributed among the top and bottom portions of the letterhead. The
name and logo are covered in the top and the address, phone number, fax number,
etc., are given at the bottom.
Letterheads have the potential to create a favorable impression and hence
much thought and effort should go into their design and selection. The color
and quality of paper, the size of the letterhead, the types and fonts used and the
spacing are all carefully decided. Such is the importance of the letterhead that some
businesses even seek the assistance of advertising agencies or other such specialists
in designing their letterheads. A good letterhead not only informs, but also impresses.
If the letterhead is the first introduction of the business, one must ensure that it is
done well.
When the letterhead does not give the full address or the exact place from
where the letter is emanating, the letter writer will have to incorporate these details
himself. The writer should mention specifically the branch, the zone, the section
and the department from which the letter is emanating. In its absence, if the business
is a large multi-branch, multi-department and multi-division establishment, the
receiver of the letter will have difficulty in knowing the exact source of the letter
and may fail to respond. In practice, this keeps happening quite frequently in large
organizations and people keen to respond will have to waste much time and effort
in finding out from which branch, or office, division or department the letter has
been sent. Too many details, thoughtlessly placed on the letterhead rob the elegance
out of it. On the other hand, not furnishing relevant details makes the letterhead an
under statement or inadequate. It is essential to strike a proper balance between the
two.
Reference line
Business letters have reference details which help in clearly tracing the letter to its
source and context. When the business is large, in terms of functions and customers
covered, it becomes necessary to compartmentalize the activities into different
regions and functions. A separate file can be maintained for each customer. Reference
details usually consist of abbreviations, letters and numbers. They may also carry

Communicative English 169

Unit-6 Writing Skills

the initials of the person drafting the letter or maintaining the file. The reference
line helps both ways. On one hand it helps the letter writer or anyone else within the
organization to know the exact context in which the letters were written and makes
it easy to relate it to the specific context on receipt of the reply. Similarly, it also
helps the receiver of the letter to make out the exact source and context of the letter
and helps the receiver to respond.
Each organization or business would have normally evolved its own reference
pattern and the business letter writer will have to become familiar with the method
followed. In the absence of such reference particulars, the business will have to
spend considerable time in relating it to the exact file even after it reaches the
branch or department concerned. Not taking any chance on this, some organizations
make it a point not only to mention the reference number but also request the recipient
of the letter to “Please quote this reference number in all future correspondence.”
The originating reference number of a letter for any business, would be stated
thus; “Our reference number.” Similarly, in any business letter, it would be necessary
to refer to the other party’s reference details as well. This is stated as, “Your reference
no.—dated.” This may be stated below the subject line or as the first sentence of the
body of the letter.
When a particular business letter is a part of a series of such communication
over a period of time, or is a part of a protracted correspondence, the letter writer
may have to refer to the earlier correspondence, in which case one may have to list
out the relevant “Our letters—dated and “Your letters—dated.” If the relevant letters
are too many, instead of referring to all such letters, the letter writer may state,
“Please refer to our earlier correspondence on the subject, resting with our letter—
dated.”
Date Line: The date Date line
line follows or stays
close to the reference The date line follows or stays close to the reference line and clearly mentions the
line and clearly date, month, and the year of the letter. The date is mentioned in many ways—
mentions the date, 22.05.2002 or 22 May, 2002 or May, 22, 2002. The most appropriate way of stating
month, and the year the date would be the second one, i.e., 22 May, 2002 for its lack of ambiguity. It is
of the letter. worth noting that the sequencing of date, month and the year when written only in
figures varies from country to country. In the United Kingdom, like it is in India, the
date, month and the year are written in that order, viz, 22.5.2002. In the United
States of America, however, the practice is to write the month first and then the date
and the year. For example, 12 May, 2002 is written as 5.12.2002. In view of these
different practices, writing the date as 22 May, 2002 ensures that there is no
misreading of the date of the letter. To ensure elegance, it is also appropriate that
writing the day in letters ninth, eighteenth, etc., and using abbreviations for months—
Feb., Apr., etc., are avoided.
Inside Address: Inside address
Refers to the
addressee or the The inside address refers to the addressee or the person to whom the letter is
person to whom the addressed. It may be an individual, a functionary, a group, an institution. The letter
letter is addressed. may be addressed by name or by designation. The inside address need not give the
full postal address which has to be necessarily furnished outside. It is generally
restricted to the name and/or the designation, the department and the office, since
170 Communicative English
Writing Skills Unit-6

this position is well recognized. The word ‘to’ may be avoided for greater elegance.
Another place normally used for inside address is the bottom of the letter, on the
left side at the end of the letter. When the letter is addressed by name, care should be
taken to mention the correct initials, name and surname as the individual would
like to be addressed. Please take due care in writing the correct name, for that is the
least that the letter writer owes to the addressee. If the letter writer does not make
due effort to ascertain and mention the correct name of the addressee, it amounts to
indifference and discourtesy and qualifies as a bad letter. Spell the name correctly,
for it makes the reader or the addressee much more responsive. Mr Jagdish should
not be mentioned as Mr Jagdeesh or vice versa. Mrs Rajashree cannot be addressed
as Mrs Rajashri. So also with the surnames and initials. If it is Banerji do not
change it to Bannerjee or vice versa. In good business letter writing, it is very essential
to write the name exactly as the person spells it. If the person has a title such as
professor, doctor, father, revered, justice, captain, brigadier, etc., the same is to be
correctly stated. When there is no title, Mr or Shri is commonly used for men and
Mrs, Miss, Smt or Kumari, as the case may be, is used for ladies. Ms is used when
one is not sure of the marital status of the lady who is being addressed. The plural of
Mr is Messers, which is used in addressing partnerships and groups. Likewise, the
designation of the person, whenever mentioned, should be proper.
One should be particularly careful when addressing letters to dignitaries like
the President, the Governor, the Chancellor, the Ambassador, the Pontiff, or to
religious heads. The appropriate title such as His Excellency, His Highness, His
Holiness, etc., will have to be used after ascertaining the same from the appropriate
authority. Many such exalted offices will have what are known as protocol officers.
Any mistake in addressing the person inside the letter certainly distracts the impact
of an otherwise well-drafted letter.
Attention line
The attention line usually appears on the right side of the inside address and is
relevant when the letter is addressed to a designation, to the group or to a firm. The
attention line draws the attention of the specific person to the contents of the letter.
There is no need for an attention line when the letter is addressed to a specific
person. Attention line usually reads, “Kind attention of Mr so and so.” The attention
line does the important function of ensuring that the letter reaches the particular
person whose response is essential.
Salutation
A salutation is a must for every letter. It relates the letter to the reader. It can take
many forms such as
‘Dear Sir’ or ‘Dear Madam’ or ‘Dear Mr so and so’ or
‘Dear Shri so and so’ or ‘Dear Mrs so and so’
as the case may be.
When the letter is addressed to an organization or a group, the salutation is in
the plural form, i.e., Dear Sirs. When the status of the person is high and additional
respect is intended to be conveyed, ‘Dear’ is omitted and the salutation is Sir or
Madam.
Communicative English 171
Unit-6 Writing Skills

Subject line
After the salutation, the next part of the letter is the subject. The subject of the
message is stated clearly and boldly at the center of the letter. This helps to draw
and focus the attention of the reader on the specific subject or topic or area which
the letter covers. The subject should be stated clearly yet briefly, i.e., in a few
words. Often, the receiver of the letter looks at the subject and decides as to how
important or urgent its contents are for him. A skilled letter writer learns to state the
subject in a manner that attracts attention. The subject should fairly reflect the essence
of the letter. Furthermore, since this particular position in a letter is meant for the
subject line, mentioning ‘subject’ may be avoided to ensure greater elegance. Where
appropriate, the subject itself may be mentioned in bold letters.
Message
Message: The body
of the letter which The message is the body of the letter which comprises the opening line and the
comprises the message to be conveyed. The message is organized into appropriate paragraphs in
opening line and the
order to convey thoughts sequentially. The paragraphs are so designed as to cover
message to be
conveyed. related thoughts and facts. The opening line usually starts with an acknowledgement
or introduction. It may draw reference to earlier correspondence, if any. The opening
line or the introductory paragraphs endeavor to put the message in perspective. In
the next paragraph or paragraphs, as the case may be, the message of the relevant
communication is dealt with. It is important to note that the message is the essence
of communication and the very reason for writing the letter. The length of the message
would vary depending upon the thoughts and details which the letter writer wishes
to convey. The message is the crux or core of the letter and all other features are
embellishments or accompaniments. The message of the letter, in other words, is
usually the content or subject of the communication. The letter is written because
the message has to be conveyed.
Closing line
The closing line paragraph is very important for the letter. It should sum up the
message and emphasize the action intended. Good writers take pains to make the
closing line as effective as possible.
The complimentary closing line comes after the message and before the
signature. It is ‘Yours Faithfully’ or ‘Yours Sincerely’ or ‘Faithfully Yours’ or
‘Sincerely Yours’ as the case may be. When the salutation is Dear Sir, Madam, the
closing line is ‘Yours Faithfully’ and when the salutation is “Dear Shri -”, or “Dear
Mrs - ”, the closing line is ‘Yours Sincerely.’
The complimentary closing line is followed by the signature. Every letter
must end with a signature. The signature gives authenticity to the message. An
unsigned letter is usually of little significance. Unsigned letters are deficient and
the addressee may not act upon them. Official letters also carry the designation of
the person below the signature.
Postscript
Postscript or P.S. is an afterthought. Sometimes, however, a postscript is used by a
letter writer to reemphasize a particular point in the message.
172 Communicative English
Writing Skills Unit-6

Some of the other parts or related aspects of the letter are enclosures or
annexure, continuation page, spacing, folding, outside address, envelopes and
window covers. These too, call for adequate attention in order to ensure the elegance
of the letter. Enclosures contain related relevant information and accompany the
letters. The reference to the enclosures is made at the end of the letter—encl: 2 or
encl: Copy of draft agreement, etc., or in the body of the letter appropriate to the
message—(Please see annexure 1) or (Please refer to the table enclosed). Reference
to the continuation of the matter in the next page is indicated for greater clarity. The
spacing of the letter is important in terms of ensuring elegance and making the
letter attractive. Spacing should be such that there is neither crowding of sentences
nor undue gaps in between. When the letter extends over several pages, it is essential
that all the page numbers are clearly mentioned and appropriately stapled. Quite
often, seemingly elementary aspects are overlooked—the stapling or pasting is done
so badly that one has to struggle to open the letter intact, or the enclosure which is
mentioned in the letter is left out. One can bring in considerable imaginativeness in
letterheads, envelopes, color of the types, spacing and page presentation. While
commonly accepted and widely followed positions of various parts are stated in the
foregoing paragraphs, it is pertinent to reiterate that a skillful letter writer can bring
in variety and flexibility in approach without sacrificing the principles. Good letters
do stand out and gain attention.
6.7.4 Types of Letters
Businesses are of numerous types. They may be big or small, old or new, local or
national, public or private, proprietary or partnership, monopolistic or competitive,
manufacturing or service units, and so on. Nevertheless, by and large, all these
businesses have certain common concerns and approaches within any given business
environment. They deal with people internally as well as externally. They have
their stakeholders in owners, employees, customers and the community. Businesses
are also organized into various functional areas such as personnel, marketing, sales,
purchase, accounts, administration, secretarial and so on. Business letters are of a
wide variety and emanate from all these sources. Similarly, people who deal with
these businesses also correspond with all these departments at some stage or other.
To be able to correspond effectively with all these departments under various business
situations, you have to familiarize yourself with various types of letters and their
features. Although the general principles of good letter writing discussed earlier
hold good, the approach will have to vary depending upon the functional area to
which the letter relates.
When you refer to various types of business letters and their replies, you
are covering letters that move both ways, i.e., letters from business organizations
to various other agencies as well as individuals and other agencies to business
organizations.
Some common areas of business correspondence or the specific types of letters
with which a business letter writer should be well versed are as follows:

Communicative English 173

Unit-6 Writing Skills

Letters of inquiry and reply

Letters of enquiry cover various types of enquiry made by a wide cross-section
clientele and prospective customers regarding the availability of various products,
services and other related aspects of the business. Most such enquiries nowadays
do take place orally and telephonically, and the volume of correspondence has
decreased as compared with the past. Modern and computerized organizations in
metropolitan centers, in particular, provide tele-contact facility, self-help terminals,
kiosks and websites which obviate the need for written correspondence. Nevertheless,
business units would be receiving letters of enquiry conveying availability and details
of products and services, location of branches and offices, rates and charges relating
to products and services, contact persons and numbers, and so on. Letters of enquiry
may be from not only individuals, but also from various organizations, institutions,
corporate entities and even government bodies.
By its very nature, not much complexity is involved in such types of
correspondence. What is necessary is prompt action. There should be a commitment
at the branch office level to respond promptly to such enquiries. Apart from
promptness, it is also necessary to ensure that not only is the required information
provided, but also as a matter of concern for the enquirer, all related information is
also made available. Although the letter itself may be precise and formal, appropriate
rate charts, brochures, reports, lists, tables, etc., should be enclosed. Such gestures
and prompt responses not only help in business development, but also in creating a
favourable impression on the minds of those seeking information. The person making
the enquiry is happy that the organization is prompt and keen on doing business. In
a competitive environment, it is often the prompt response which can make a
difference in gaining or retaining customers.
Letters of placing and fulfilling orders
Orders are placed by business organizations for purchases to be made by them.
They may be for purchase of a commodity, rendering of a service, installation and
maintenance or any such activity. Orders are to be specific and clear. An order is a
direct request. An order is not an ‘order’ or command. Hence, the statements need
to be courteous and yet clear cut. Specific areas to be covered while placing an
order are as follows:
Order request—The following statements are generally used:
‘Please send us the following items’
‘We are pleased to place an order with you for the supply of’
Description—The order should clearly state the type of items or material,
make or capacity, number of items or quantity and related details
unambiguously.
Rate—The rate at which the order is being placed should be clear and should
relate to units or quantities referred to on the quotations as far as possible.
Mention clearly specific details such as rate per piece, rate per metric ton,
rate per 1000 ml, rate per box of 10 pieces and so on, as is relevant. Mention
whether any tax or packaging charges would need to be paid or whether the
rate/amount is all-inclusive.
Packaging specifications—Mention the specifications relating to packaging,
especially considering the breakage, transport and other such relevant factors.
174 Communicative English
Writing Skills Unit-6

Delivery schedule—Clearly mention when, where and in which lots, the items
ordered are to be delivered. This is especially significant when there are
penalties for delayed delivery. Further, the delivery may not be at one place
and instead may be at different centres/offices. For example, an organization
that is placing orders for calendars or diaries may place a centralized order
but may instruct that the delivery be made to various offices/branches.
Mode of payment—While placing the order, mention the mode of payment
and terms, if any. Payments are normally done by Demand Drafts or Cheques
payable at specific centres/branches. If payments are in instalments, such
details should be clearly stated.
Validity—Any purchaser would like to have the items or goods within a
specific time period, especially when the goods are perishable or seasonal.
The period for which the order is valid has to be stated for ensuring clarity.
Other terms and conditions—The orders should also specify the other terms
and conditions as are relevant, such as special packaging, if any, discounts sought,
insurance details, conformity to samples, etc.

Dear Sirs,

Thank you for your letter (No…..dated….).

We are happy to place an order for the following items based on the terms and
conditions agreed upon. We would be grateful if you could send the equipment duly
insured with the extra charges included in the bill.

Sl No. Item Description Quantity

1. Tutor headsets 2
2. Student headsets 20
3. Top ½ track record/play heads 25
DR/RP/33A
4. Lower ½ track record/play heads 25
DR/RP/33A
5. Oscillating erase heads 20
6. Bridge rectifier rec. 28A 2
7. Bridge rectifier rec. 20A 2
8. Capstan motors 10
9. Rewind motors 10
10. Take-up motors 10
11. Level meter V-4038 5
12. Student recorder knobs 30
13. Stop key buttons 6
14. Mini lamps 100

It is understood that the equipment will be sent by goods train and will reach us within
45 days of the receipt of this order.
We shall make the payment by crossed cheque as you so wished soon after the equipment
arrives and is inspected.
Yours faithfully,
P.L. Chopra
Purchase Officer

Communicative English 175

Unit-6 Writing Skills

Letters of complaint and follow-up

Customer complaints are indeed a part of any business. There is no such thing as an
all-time hundred per cent foolproof service to all customers. As any business depends
on people within and people without, as well as several other support facilities,
there would be instances when the occasional service failure is unavoidable. Service
or product delivery fails to come up to the expectations of the customer, or even the
standard set by the organization itself. Complaints do occur. Successful organizations
are those that have realized that prompt attention to customer complaints is an
essential element of an enduring customer relationship. As the Chairman of British
Airways, Sir Colin Marshall observes, ‘The customer doesn’t expect that everything
will go right all the time; the big test is what you do when things go wrong. Occasional
service failure is unavoidable.’
Every organization should put in place an effective machinery that swiftly
responds when things go wrong. Every organization should have a responsive
complaint redressal mechanism that effectively deals with dissatisfied customers.
Just as satisfied customers tell others about a business responding to complaints,
the unhappy customer too tells about his experience, and indeed more so. According
to a study conducted for the White House Office of Consumer Affairs, U.S., while
a happy customer talked about it to five others, an unhappy customer narrated his
experience to ten others, on an average. This makes it imperative that business
organizations attend to customer complaints promptly and effectively in their own
interest. Customer grievance redressal should aim to go beyond mere complaint
handling and work towards pleasing and retaining the aggrieved customer. If a
dissatisfied customer is treated shabbily, there is a likelihood that they will break
the relationship and cause much damage to the organization. Moreover, it is far
more expensive to get a new customer than to retain an existing one. Communication,
both oral and written, has a vital role to play in pacifying an aggrieved customer
and winning him over.
When oral complaints are not satisfactorily redressed, the aggrieved customer
may prefer a written complaint. Complaint redressal having been recognized as an
important facet of customer relations, every organization will have a well structured
customer grievance redressal machinery at various tiers. When the complaint is not
redressed at the branch level, or the first tier, the complainant may approach the
zonal and corporate level, or the higher tiers. Therefore, correspondence relating to
complaints occurs at various levels and it is necessary for the staff at all levels to
learn the related handling skills.
Respond promptly
While attending and replying to various types of complaints some relevant letter
writing principles will have to be followed. The first one is promptness. It is extremely
important to be prompt in replying to customer complaints. Organizations do set
their own standards in this regard. Highly customer responsive organizations make
it a point to respond to all customer complaints within 24 hours. Others may take
somewhat longer time. Nevertheless, the endeavor should be to respond as quickly
as possible. However, at times, the nature of complaint is such that it would be
essential to gather relevant facts and figures from various offices or persons in
176 Communicative English
Writing Skills Unit-6

order to draft the reply. This may call for additional time, perhaps running to a few
days or even weeks. Under such circumstances, it is imperative that an interim
reply is sent to the complainant stating that the complaint is being looked into and
a final reply would be sent as early as possible. In the absence of such a reply, the
complainant would be at a loss to know if any action has been initiated on the
complaint, giving room for further dissatisfaction. Receipt of a complaint is to be
promptly acknowledged.
Appease complainant’s feelings
The second important point to be kept in view is the extra care and courtesy in
dealing with such persons. For some reason the complainant is aggrieved. It is
likely that some specific deficiency or slip has taken place, as a result of which the
customer is displeased or even hurt. The reply should make every effort to appease
the hurt feelings. Whether there is any lapse or not at the service provider’s level
may or may not be clear while acknowledging the receipt of the complaint or sending
an interim reply. Nevertheless, it is desirable to express some regret for the
inconvenience and state clearly that the matter would be looked into in right earnest.
All the same, unless there is some real deficiency or reason for the hurt feelings, it
may not be desirable to concede any lapse, for that may entail compensation or
penalty to be paid. Herein lies the skill of the letter writer. While the letter expresses
some kind of regret that the complainant’s expectations are not met, and also assures
that the matter would be expeditiously looked into, there is no owning of any
deficiency at this stage, especially if it is likely to put the business organization at
an undue disadvantage.
Emotions can and do play with words. A wrong word uttered or a letter drafted and
despatched in a fit of rage can cause avoidable and unintended damage. Let the anger
subside. Remember the Chinese proverb. ‘Never answer a letter when you are angry.’

Be sincere about dealing with the complaint

The third important requirement is to bring in a tone of sincerity in responding to
complaints. Routine and stereotype replies are likely to carry little conviction and
put the complainant off. The letter writer should give the impression that the
complaint has been taken seriously. The letter writer should also convey in some
way that the complainant is of value to the institution and thank them for having
taken the trouble of writing about the perceived deficiency. After all, the aggrieved
person has the choice of quietly severing the business relationship and going
elsewhere. An aggrieved customer often looks not only to the specific redressal but
also to the overall stance taken by the organization in responding to the complaint.
Respond according to nature of complaint
When we talk of complaints, there is a wide range. Some of them may be somewhat
routine in nature and may relate to lapses in carrying out instructions, or excessive
charges, or delays in response and so on. They may arise out of ignorance or
misunderstanding of the salesperson. On the contrary, some complaints would be
of a serious nature relating to misbehavior of staff, rudeness, pecuniary demands or
lack of integrity and so on. The response should be in tune with the intensity of the

Communicative English 177

Unit-6 Writing Skills

nature of complaints. The letter should give an indication of the gravity of the matter
as perceived by the business entity.
Another essential requirement would be to give all relevant facts and figures
while convincing the complainant of the stand taken by the business. It is likely that
there is no deficiency in service and as such the complaint has arisen out of the
unreasonable expectation of the complainant. In such a case, the letter writer would
do well to draw the attention of the complainant to the relevant rules, regulations,
charts, terms and conditions, etc., in a polite and convincing manner.
Suitable authority should respond
In responding to the complaints, the authority signing the letter on behalf of the
organization also assumes importance. When the complaint is of a serious nature or
when the complainant has a long standing and valued business relationship, they
would naturally expect the matter to engage the attention of a functionary at a fairly
high level in the organizational hierarchy. Hierarchy appropriateness has to be ensured
in dealing with the complaints.
Make positive use of a complaint
The final point to be considered in dealing with complaints is that progressive
organizations consider complaints as opportunities to strengthen their relationship
with the customer. The concern is not just with setting right the deficiency but also
with winning over the customer. At the end of the transaction and in the ultimate
analysis, the complainant should still entertain positive feelings towards the
organization and the people who respond. It is likely that on occasions, the demands
or expectations of the complainants are highly unreasonable. The organization may
not like to concede to such demands. In all such cases, it is especially the skill of the
letter writer that helps win over the complainant.
Seeking redressal from other organizations
We have hitherto discussed the complaints which the organization receives from its
customers, patrons and others interacting with it on various matters, and the approach
the letter writer should take in responding to them. In the same way, there would be
occasions when the business organization may have to refer complaints with other
agencies such as banks, suppliers, transport operators, public utilities and other
service providers. What is essential under such circumstances is to:
Be specific about the nature of the complaint.
Give all relevant facts and figures.
Address the complaint to the proper authority.
Follow it up till complete redressal is made.
The letter writer should keep the correspondence polite but firm. If there is a
genuine shortcoming or deficiency, you have every right to seek redressal and even
some kind of compensation.
Reminders and follow-up
Reminders and follow-up letters consume considerable time in banks and other
business organizations. In today’s organizations, seldom come across people and

178 Communicative English

Writing Skills Unit-6

teams that perform the assigned functions and submit required reports and statements
without receiving reminders.
Work is stalled without reminders: Substantial effort and paperwork in controlling
offices is wasted in sending repeated reminders towards getting statements, reports,
clarifications and such other feedback from branches and other units. Various types
of periodical returns and statements are not received till reminders are sent. In fact,
people in some organizations are so used to receiving remind-ers that the matter
receives attention only after getting a reminder; sad but true. Reports on performance,
achievement or otherwise of targets, new contacts made, complaints received and a
host of such routine reports, essential for the review and monitoring of progress, are
seldom submitted without follow-up efforts. Sanctions of loan proposals and financial
clearances get delayed for want of clarifications. Important letters sometimes are
not even acknowledged, even when the letter itself ends with a request to
acknowledge.
Increasing intensity of reminders: Reminders and follow-up letters are, by their
very nature, avoidable and wasteful. Working without getting any kind of reminder
is the hallmark of excellence. Every person, manager, branch or office should strive
to work in an environment that obviates the need for any reminders. Sometimes
reminders and follow-up letters are taken to ridiculous levels. There are 1, 2, 3, 4
and umpteen reminders sent at periodical intervals. Stereotyped, cyclostyled
reminders which do not elicit positive response are followed by telegraphic, telex,
fascimile and telephonic reminders. Finally, the words in the reminders get more
and more intense and carry an element of threat of punitive action. Also, ordinary
reminders signed by the dealing officer are followed by the ones signed by the
manager, divisional manager, general manager and so on. It is possible that the
situation degenerates to such an extent that an appropriately worded letter by the
Chief Executive Officer may be the only recourse left.
Shows organization in poor light: Conceding the fact that managers and
departments carry out multifarious functions and are often exposed to exigencies
such as manpower shortage and so on, an efficient work culture in every organization,
especially in the public sector, is very much wishful thinking. But at the same time,
any organizational work culture that tolerates reminders and follow-up efforts beyond
reasonable limits has to be viewed with concern. First, it implies avoidable wastage
of time, effort and energy in pursuing something which should have happened in
the normal course. Second, it implies wasteful expenditure in terms of paper, typing,
telex, postage, etc. on an ongoing basis. Third, as successive reminders are put up
to the higher authorities for signature, it implies avoidable consumption of executive
time for an activity that is not productive. Finally, it gives a poor impression of the
person, unit or organization itself. It is unproductive to send reminders repeatedly
and file their copies as a record of unproductive efforts. What ultimately matters, is
the effectiveness and not the frequency of follow-up efforts and inconsequential
records.
You cannot, perhaps, wish away reminders and follow-up communication.
At the same time, sending repeated reminders as a matter of routine must be
eschewed. People in various levels in the organization should imbibe a more
responsive work culture, show greater respect for authority and an appreciation of
Communicative English 179
Unit-6 Writing Skills

the need of statements, reports, returns, feedback and even acknowledgements. The
trend nowadays is towards having less of paper-work, with more of a paperless
work culture. In that endeavor, the first priority should be eliminating reminders
and follow-up letters.
6.7.5 Sales Letters
A good sales letter highlights what is of interest to the addresses and prompts them
to seek more details and respond positively. A pleasing layout and appealing language,
along with relevant facts and figures, are a must. Unlike the letters emanating from
the purchase department, the letters sent out by the marketing department can be
highly creative and innovative. They bring out the product differential. They focus
on the unique selling proposition (USP). While avoiding an overdose of superlatives
and tall claims, the sales letter should focus on the strength of the company and the
merits of the offer.
The business letter-writer should have a good understanding of the essential
features of product marketing or services marketing, as the case may be, and use
them to advantage while drafting sales letters. Any product has its tangible and
measurable features. If the sales letter concerns a product, it is desirable that the
product-related features such as price, strength, colour, weight, ease of operation,
after sales service, and varied qualitative and quantitative dimensions are
appropriately highlighted. Similarly, if the sales letter concerns a service which is
essentially intangible, the service-related features such as courtesy, promptness,
employee attitude, physical facilities, customer identification/recognition, speed,
clarity, communicative and interpersonal skills are to be highlighted.
There is tremendous scope for being creative and imaginative while drafting
sales letters. A good letter-writer makes it a point to develop the appropriate word
power and play with words and ideas. It is necessary to consciously avoid dull and
outdated words and instead use vigorous and current words. Some examples of
vigorous and current words are robust, cost-effective, user friendly, savvy, eco-
friendly, quality standard, zero defect, premium brand, win-win proposition, tailor-
made, designer, garden fresh and fast moving, to name a few. Similarly, compelling
phrases can also be used to make a point. For example, freshness of the product was
imaginatively brought out by a restaurant in the following statement—‘The fish
you are eating today was swimming yesterday’. The skill lies in making the product
or service look special or exclusive or distinctly different.
Look at the following examples of sales letters:

Dear Sir,
With winter approaching, you must be thinking of how to keep your office warm so that
you and your colleagues can continue to work efficiently. We have produced room-
heaters of different capacities to meet your needs. The specifications are given in detail
in the enclosed pamphlet. We provide a guarantee of three years against all manufacturing
defects and repair, and the replacement of any part that is found to be defective, at our
cost.

Contd. ...

180 Communicative English

Writing Skills Unit-6

There is a card at the end of the pamphlet which you need to fill and mail to us. On
receipt of the card, we shall send a technician to survey your office and assess your
needs, and advise you on where to place the room-heaters so as to maintain the optimal
temperature in the entire office all through the summer.

If your order is placed before 30 October, you will be entitled to a special discount of 7
per cent. We will have someone transport the heaters to your office and install them
wherever you want, free of cost.

We look forward to hearing from you.

Yours faithfully,
S.N. Chhabra
Sales Manager

Dear Madam,

We have found the perfect solution to all your kitchen worries—the National
Pressure Cooker.
Simple to use and unique in design, our cooker adds fun to the kitchen. Both money-
saving and time-saving, you can prepare a whole meal for an entire family in just 30
minutes. Thus, you even save on fuel by 25 per cent.
Its lid is made of a metal which can withstand the maximum amount of pressure that can
be generated. The lid, while firm when in use, opens easily. The design of the handle
makes it easy to use. Further, it has a double safety devise.
It is guaranteed for 2 years against manufacturing defects and during this period we
offer free repair service at all authorized retail shops.
National Cookers are available, at present, in three sizes, at the following prices:
Model 1351 4 litres Rs 150
Model 1352 6 litres Rs 240
Model 1353 10 litres Rs 300
Fill in the enclosed order form to indicate which one you would like and send it
to us. We shall deliver the item at your door within ten days of receipt of the order form.
Yours faithfully,
R.C. Verma
Sales Officer

6.7.6 Job Application Letters

A job application letter’s main objective is to get the employer to notice and read
your resume. The content of your application letter should be written in clear, crisp
and to the point language. Your sole purpose at this stage is to get the employer to
notice your resume.
Your job application letter should be concise and the length should not cover
more than a page. The employer should find it easy to read and all necessary
information should be included in it. The application letter should follow these
guidelines to make it more effective.

Communicative English 181

Unit-6 Writing Skills

How to address a job application letter

Following a particular style in a job applications letter is not very important as it is
a case of individual choice. Different people follow different styles while drafting
a job application letter. However, it is important to keep certain points in mind
while drafting the letter.
(i) The top of the letter should have your address along with the date. This can
be put either on the right or left hand side.
(ii) Your name, title, company name you are currently associated with, current
address and any reference number associated with the position you are applying
for.
(iii) Ensure that all spellings are correct. Incorrect spelling cast a negative
impression on the employer.
Introduction: The opening paragraph should clearly state the purpose of the letter.
If you got the information through an advertisement. You must certainly mention
the position title and where was the position advertised however, if you are applying
for any current or future employment opportunities in a company through ‘cold
calling’, you must clearly specify that in your letter.
The best way to write an introduction is with this statement: ‘Please find
enclosed my resume, which I am sending forth to you as an application for the
position of.......’
Body: The key portion of the job application letter is the body. The body should
be crisp and concise with not more than two to three paragraphs. This portion should
tell them about you and why they should read your resume. This is a good time to
read the job advertisement again. The initial paragraphs should speak about your
experience and skills. It is of prime importance that your letter should respond to
the position requirements as per the advertisement.
The next paragraph should analyse and summarize your career in a few
sentences. It should highlight your area of specialization, your total work experience
and the current position you are holding and in case this is your first job. This part
of your letter should drive the employer towards your resume the unique points that
you may have.
One of the ways to begin this paragraph is by stating: ‘You will see from my
enclosed resume....’
Next, give a brief sketch of your personal skills. Read the advertisement
again and respond according to their requirements. If the position requires a person
with good presentation skills,and you have it then you must mention it specifically
in your resume. If they especially value situational leadership or managerial skills,
then tell them that you have them. Use the correct adjectives to demonstrate these
abilities.
Close: The final paragraph of the letter should request for an interview. The
closing paragraph should mention where and how they can contact you . You must
thank the employer for giving you an opportunity to apply in his esteemed

182 Communicative English

Writing Skills Unit-6

organization and it would be a great pleasure for you to be associated with this
organization.
Conclude the letter with ’yours sincerely‘, ’yours faithfully’. Leave some
space for your signature and then write your full name underneath your signature.
Read the letter again and make sure that there are no mistakes before mailing
the application letter.
Tips to remember: Ensure that the letter:
Is not very lengthy
Has no grammatical or spelling mistake
Has fulfilled the specific prerequisites
Has a free flow and provides an easy read
You must remember that the application letter is as important as your resume.
The letter should raise enough interest for the employer to want to interview you.
Once you have reach the interview stage; you will get the opportunity to demonstrate
your abilities and skills.

Sample Job Application Letter

Mr. Joy Sharma
XYZ Company
87 Kamla Nagar
North Delhi, 110007
(+91) 0120-4567289 Date: 23.04.09
Dear Mr. Sharma
I am writing to apply for the position of Soft Engineer, Reference No. 2134 advertised
in the Times of India. As requested, I am enclosing a job application letter, my resume
and three references.
The opportunity is very interesting, and my strong technical experience and education
makes me a very competitive candidate for this position.
My key strengths are:
I have successfully designed, developed, and supported live use applications
I strive for continued excellence
I provide exceptional customer service for all customers
With a Master in Computer Application (MCA) degree, I have a clear understanding
of the a software development project. I am also open to learning and excelling at
new technologies as required.
Please find enclosed my resume for detailed information.
Thank you for your time and consideration. I look forward to this employment
opportunity.
Yours sincerely,
(FirstName LastName )

Communicative English 183

Unit-6 Writing Skills

CHECK YOUR PROGRESS-2

1. List the various characteristics of a badly-written letter.

2. What are the various styles of business letter layouts?
3. What purpose does a letterhead serve in a business letter?
4. Where does the attention line appear in a business letter?

6.8 E-MAIL FORMAT

Electronic Mail
One of the exciting wonders of information and communication technology (ICT)
revolution is the Internet. Electronic mail (E-mail) has become quickly popular
because of its simplicity and speed. In this knowledge economy, employees have
grown to depend on e-mail for quick and reliable communication with people and
organizations around the world.
How does it work?
A user sends an electronic message over a network; the message is stored in the
electronic mailbox of the receiver. The electronic mailbox is usually a file on a
server. The messages can be retrieved when the recipient is ready to receive them.
Setting up an e-mail system
E-mail systems must be carefully selected, since a poor package may not only deter
users from using e-mail but can also result in poor communications. Some factors
to consider before selecting an e-mail package are:
What hardware and operating system platforms must the mail system support?
How many users do we currently have and will we have in 2 years or in 5
years?
Will remote users at multiple sites need to use the system?
Can messages be sent between different platforms?
If an organization has different types of systems, say IBM, Digital, and so on,
these systems must be linked together for e-mail to be successful.
Merits
E-mail offers many advantages.
Instant messaging: It provides instantaneous access to and dissemination of
information, thereby eliminating the time lag involved in using the postal
service.
184 Communicative English
Writing Skills Unit-6

Right party: E-mail messages do not get lost or reach the wrong party.
Processing tasks: Users can also edit, sort, save and classify messages and
forward them to other individuals on the network.
Chatting: If two users are logged on to the network at the same time, then
they can converse through e-mail.
Multi-media capabilities: Some e-mail systems have multimedia capabilities
allowing e-mail users to send not only text but also voice and still pictures.
Flexibility: There are many kinds of e-mail software; depending on the
characteristics of each type used, mail can be sent between different computers
or may be restricted to users on one computer.
Time saving: E-mail saves the time of busy people. They are spared the
interruptions of telephone calls.
Cheap. It permits unlimited use at no more than the cost of an Internet
connection.
Record: It provides a written record.
Demerits
However, for all its advantages, e-mail also has many disadvantages of which the
following stand out:
Not confidential: E-mail is not confidential. It is just about as private as a
postcard you drop in the mailbox.
Impersonal E-mail does not communicate the sender’s emotions well. Non-
verbal behaviour is not a part of the message.
Attention uncertain: E-mail may be ignored or delayed. The volume of e-
mail often makes it difficult for some respondents to read and act on all of
their messages.
Cannot build relationships: The best way to build a relationship with someone
is in person. E-mail cannot convey emotion or tone the way a face-to-face
conversation or even a phone call can.
Structure of an e-mail
Some components of the e-mail message are standardized. However, they are part
of the template of the e-mail software. The structure of an e-mail includes the
following parts:
To: Here the sender places the e-mail address of the recipients. It must be
accurate. Even a slight error will result in failure of transmission.
Cc: If someone other than the prime recipient is to receive a courtesy copy,
his or her address goes here.
Bcc: This line stands for blind courtesy copy. The recipients will not know
who else is receiving a copy of the message.
Subject: This line describes the message as precisely as the situation permits.

Communicative English 185

Unit-6 Writing Skills

Attachments: In this area you can attach a file that you desire to send along
with the message.
The message: The information you are sending goes here.
Tips for effective use of e-mail
Organizations need their employees to use e-mail in a responsible, businesslike
manner. Therefore, many companies actually train employees in the use of e-mail.
Typically, e-mail guidelines include the following instructions:
Knowing your audience
In preparing and sending e-mails, keep in mind the audience and their needs and
profile.
Know your audience: Before clicking the send button, double check the addresses
to make sure you have included every one required to receive the e-mail.
Follow the chain of command: Your e-mail is more effective if you follow the
organizational hierarchy. E-mail makes it possible for any employee to send messages
even to the CEO. But do not abuse this convenience.
Respect your audience’s schedule. By sending an e-mail message, you are taking up
other’s time. For example, you might identify messages that require no response by
including words such as for your information only in your subject line or opening
comments.
Composing the message
The content and style of writing should be appropriate and easy-to-understand.
Compose offline: When you are composing an important e-mail message, consider
drafting your letter in a word processor and then cutting and pasting your letter into
the body of your e-mail. This way, you can spend the time necessary to compose
just the message you want but without using up network resources or incurring
significant Internet connect charges.
Use memo format: You may choose to have your e-mail resemble a formal letter or
a detailed report, or you may decide to keep things as simple as an interoffice memo.
A modified memo format is appropriate for most e-mail messages.
Stick to appropriate content: In most organizations, e-mail is used for sharing
information; such as goals, schedules, research, company news, and the like.
Keep subject lines truthful: E-mail subject lines can be effective attention grabbers.
Use valuable, descriptive subject lines to gain attention of recipients.
Write short e-mail messages: Keep your e-mail messages short whenever possible.
Short, direct messages have a much better chance of being understood and acted on
than long, roundabout ones.
Do not use offbeat acronyms: Acronyms such as be seeing you (BCNU), for what it
is worth (FWIW) and in my humble opinion (IMHO) annoy people rather than
amuse them.

186 Communicative English

Writing Skills Unit-6

Use an appropriate typeface: Few things are harder to read than e-mail composed
with unusual type. Whenever your subject is business related, create a polished,
professional look by using a standard typeface, such as Times New Roman, Courier
or Arial; moreover, keep the font size between 10 and 12 points, as most readers are
comfortable reading text within that range.
Sending the message
Proofread your message: Before sending the mail, proofread to correct spellings
and grammatical mistakes.
Limit your attachments: Do not overload or intrude by ‘dumping’ long articles or
questionnaires that are not required.
Use bcc option: If sending a message to a large number of people put that list in the
blind carbon copy (bcc) file and send the message to yourself. Then they see the
message only, not the list.
Use the priority feature with care: Many e-mail packages allow you to assign a
priority to your message such as high, normal or low. Such priority simply helps
readers decide how quickly to read and respond to messages.
Send to right persons: As it is so easy to send a message to multiple receivers,
people often send messages that are of no interest or value to some on the distribution
list.

6.9 NOTICES

A notice is a short piece of writing which is usually written in a formal style. It is Notice: A short piece
commonly used to announce important events, occasions like inaugurations and of writing which is
celebrations, to make appeals and to issue public instructions. Usually, notices are usually written in a
displayed on notice boards of organizations, schools, colleges, etc. However, notices formal style. It is
commonly used to
meant for public, especially those issued by government, generally appear in
announce important
newspapers. events.
Format of a Notice

Name of the Organization/Institution

The word ‘NOTICE’
Date
Heading of the Notice
Body of the Notice
Signature
Name
Designation (of the person issuing notice)

Communicative English 187

Unit-6 Writing Skills

Samples of Notices
(i) Anjali Menon is the Head Girl of Queen Mary’s School, Anand Vihar. The
school is organizing an inter-class debate completion for the students of classes
XI and XII, which is to be held in the first week of April in the school. Giving
all necessary details, draft a notice for Anjali in not more than 50 words.

Queen Mary’s School, Anand Vihar

NOTICE
20 March, 2010
Inter-Class Debate Competition

This to inform the students of classes XI and XII that our school is
organizing an Inter-school debate competition on 5 April, 2010 in the
school premises. The topic of the debate is ‘Is technology a bane or
boon? The participants can speak for the motion and against the motion.
The winning student would be rewarded with a trophy and a cash prize
of Rs 5,000. Those who are interested can give their names to their
respective class teachers before 27 May. For further details, contact the
undersigned.
Anjali.
Anjali Sharma
Head Girl

(ii) You are Ritesh Dahl, the Secretary of the Adventure Club of National Public
School, Karnal. Your school is organizing an expedition to Jim Corbett
National Park for five days. Draft a notice giving all necessary details in
about 50 words.

National Public School, Karnal

NOTICE
25 March, 2010
Expedition to Jim Corbett National Park
All the Senior Wing students are hereby informed that the Adventure
Club of our school is organizing an expedition to Jim Corbett National
Park from 25 April, 2010 to 29 April, 2010. The cost for the same is Rs
6,000 per student including the travelling and accommodation charges.
Those students who are interested can enrol their names with the
undersigned and submit their application forms along with the parents’
permit latest by 10 April, 2010.

Ritesh Dahl
Secretary, Adventure Club

188 Communicative English

Writing Skills Unit-6

6.10 MINUTES AND AGENDA

6.10.1 Agenda Agenda: A list of

items which are to be
The agenda is a list of items which are to be dealt with during the meeting. The dealt with during the
meeting.
agenda provides a framework for the meeting and ensures that no item is left out.
Agendas may be thought of as a planning and control device for meetings.
An agenda for a meeting communicates important information, such as the
topics for discussion, the presenter or discussion leader for each topic, the sequence
in which the various items will be dealt with and the time allocated for each topic.
An agenda contains the following information:
Exact place and date
Time for starting the meeting
Names of expected attendees
Objective of the meeting
Issues to be discussed
Approximate indication of time for each item
Any specific preparation required by the members
Documents containing any information that needs to be provided to the
members, attached with the agenda
6.10.2 Advantages of a Good Agenda
The advantages of a good agenda are as follows:
It ensures that all issues are covered and no issue is left out.
It ensures that a proper sequence is followed.
It informs the members on what will be dealt with.
Since members are made aware of what will be discussed in the meeting they
can prepare accordingly and this leads to greater effectiveness of the meeting
and also saves time.
It provides guidelines for the time allocated for each item and hence minimizes
wastage of time.
6.10.3 Steps for Creating a Good Agenda
The following are the steps involved in creating a good agenda:
Send an e-mail stating that there will be a meeting, the goal of the meeting as
well as administrative details such as when and where it will be.
Ask those invited to accept or decline the meeting. Make it clear that once
they have accepted the meeting, they are expected to attend.
Ask those participants requesting for an agenda item to be discussed in the
meeting to contact you no less than two days before the meeting with their
request, and to inform you about the amount of time they would require to
present it.

Communicative English 189

Unit-6 Writing Skills

Once all of the agenda requests have been submitted to you, summarize them
in a table format with the headings—Agenda Item, Presenter and Time. It is
your responsibility to ensure that each agenda item is directly related to the
goals of this particular meeting.
Send the agenda to all the meeting participants the day before the meeting
with a reminder of the meeting goals, location, time and duration. At this
time, ask the presenters if they are happy with the order in which they will be
speaking and the amount of time they have been allocated.
The most important part of creating an effective agenda is to follow it during
the meeting.
6.10.4 Agenda Guidelines
The guidelines for preparing an agenda are as follows:
The agenda should not be vague. Each item should be explained clearly with
no scope for ambiguity.
Clearly specify who is expected to contribute to which item.
It may be helpful to circulate some additional information with the agenda.
Put an approximate indication of the time for each item.
Ensure the items are in a logical sequence.
‘Any Other Business’ at the end of the meeting can be avoided if a draft of
the agenda is circulated in advance of the meeting Ask for any other items for
consideration. Otherwise this creates at times a free-for-all session that wastes
time.
Attach labels if possible, such as ‘For information’, ‘For decision’, ‘For action’
to each of the agenda items.
Review the items to make sure that not too many items have been scheduled
in too short a time.
6.10.5 Minutes of Meeting
The proceedings of the meeting are noted in detail and these are referred to as the
minutes of the meeting. Generally, it is the responsibility of the secretary to take
down notes for preparing the minutes. But in the absence of the secretary, either the
junior-most member or any other member may be requested to take down the notes
for the minutes. The minutes are finalized within a day or two of the completion of
the meeting and are circulated to the members for information and action.
There are two kinds of minutes: narrative and decision.
1. Narrative minutes: Narrative minutes record what was said and by
whom.
2. Decision minutes: Decision minutes record the decisions taken, the
names of the people responsible for implementing them and the
deadline for taking action. Most of the time, decision minutes are
written as they provide the members with clear guidelines regarding
who is to do what and by when.
190 Communicative English
Writing Skills Unit-6

Parts of the Minutes Document

The standard parts of the minutes document are as follows:
Location, date and time of the meeting
Apologies of absence which include names of people who were
expected to attend but could not attend
Names of people who attended the meeting
Decisions taken along with the names of people who have been
assigned responsibility for related action
Names and signature of person writing minutes

SAMPLE MINUTES OF MEETING

Heading (Title of the meeting)

Date and Time
Venue
Attended by:
Apologies of absence: (names of persons who could not attend but were expected
to attend)
The following were the issues discussed during the meeting
1. Approval of previous meeting minutes
2. Items discussed as per agenda along with the action to be taken, assignment
of responsibility and deadline for completion
3. Any other business (issues not covered under agenda items)
4. Date of next meeting
5. Time at which the meeting finished (normally for formal meetings only)
6. Minutes recorded by ………(Name and signature of person who has written
the minutes)
7. Signature of attendees (Optional)
Sometimes, the signatures of all attendees as well as the chairperson

6.11 REPORT WRITING, RESEARCH REPORTS

Reports are an integral part of an organizational activity. Managers are constantly

required to submit reports to supervisors and executives to enable them to take
informed decisions, change policies, etc. Reports are a good way for management
to get a constant and reliable source of information. A report may be defined as a
form of systematic presentation of information relating to an event, progress of
action or some business activity. More specifically, business reports may be defined
as an orderly and objective communication of factual information that serves a
business purpose.
The characteristics of business reports can be briefly summarized as follows:
Generally submitted to a higher authority
Communicate upwards in an organisation
Communicative English 191
Unit-6 Writing Skills

Logically organised
Objective in tone
For a limited audience
Both short and long
Purpose of Business Reports
A report carries information from someone who has it to someone who needs it. It
is a basic management tool used in decision making. Reports may be used to provide
information (information reports), analyse information and give suggestions
(analytical reports), request for action or give recommendations to initiate action.
Thus, in a business context reports serve the following purposes:
Reports give factual information to the management.
Reports record facts and results of investigations or surveys for future
reference.
Reports are useful tools for providing shareholders , customers, creditors and
general public with useful information.
Reports are based on detailed investigations and give recommendations which
can be used in future.
Importance of Business Reports
Conveyor of information: Reports serve as conveyor of information. They
provide necessary information to various parties who need it.
Review and evaluate operations: Reports help management to review and
evaluate operations continuously. They help in coordinating the activities of
the different departments.
Decision-making: A report aims at providing correct , objective and suitable
information to persons who require it so that correct decision can be taken at
his end.
Better coordination: Reports aim to promote common understanding of
information between different groups in the organisation thus ensuring better
coordination.
Tools for measuring performance: Reports are useful tools for measuring
departmental performance. The operational data from various departments
helps management to assess performance of each department.
Help in making desirable changes: Reports help in making and
implementing desirable changes to business policies.
Essentials of a Good Business Report
For a business report to serve effectively the purpose for which it is intended it is
essential that it possess certain essentials. Following are some of the characteristics
of a good business report:
(i) Accuracy: The information presented in a report should be as accurate as
possible because on it are based several important decisions and actions.
While preparing reports make sure to double ccheck figures to ensure accuracy.

192 Communicative English

Writing Skills Unit-6

(ii) Clarity: The business reports should be clear and completely understandable.
The paragraphs should be logically presented with suitable headings.
(iii) Consistency: The report should be consistent with the main theme and should
not deviate. It should serve the purpose for which it is meant. Irrelevant
information should not be included. At the same time useful information
should not be left out while preparing the report.
(iv) Objectivity: Objectivity involves freedom from personal prejudices. There
should be objectivity in observation, collection of related facts and writing
the report.
(v) Completeness: The report should be complete in all respects and free from
ambiguity
(vi) Brevity: Time is precious both for the writer of the report and the reader.
Therefore reports should not be too lengthy. They need to be brief and to the
point excluding all irrelevant details.
(vii) Simplicity: Reports are not a test of your command over literary aspects of
language. A report should be simple and easily understandable and free from
too much of jargon.
(viii) Appearance: The arrangement , organisation, format and layout of a report
should be pleasing and as far as possible eyecatching. It should be
grammatically correct and free from typographical errors.
(ix) Reliability: A report should be reliable. Objectivity and accuracy of
information contribute towards the reliability of a report.
(x) Timeliness: To be useful and purposeful a report should reach the reader
well in time otherwise it is of no use.
Essentials of Good Report Writing
As noted earlier, each kind of report has its characteristics. An enquiry report or a
survey report is essentially a fact-finding report and should bring out the facts clearly.
A Directors’ Report, on the other hand, is the detailing of the developments, or the
progress, relating to the business organization during a particular period. A committee
report, however, may not only bring out facts and figures, but also cover the
alternative viewpoints expressed by the members, and also the final recommendations
made by the committee. Notwithstanding these features specific to the reports, we
may take note of certain features relevant to any report writing as stated in the
following paragraphs:
Issue in perspective
The first essential for any good report is to bring out the issue in its proper perspective,
duly emphasizing the pros and cons. Be it a progress report, a survey report, an
analytical report or an enquiry report, the subject should be presented in an unbiased
and objective manner. Both the positive and negative aspects of the issues studied
should be covered in the report. The report writer should make conscious efforts to
keep out any bias or exaggeration while stating facts and incidents, especially in the
enquiry and investigation reports.

Communicative English 193

Unit-6 Writing Skills

Authoritative facts and figures

Reports are sought as a fact-finding measure. The report writer should ensure that
the facts and figures quoted in the report are authentic and reliable. Very often, the
facts and figures quoted are from primary data sources, and are taken on the basis of
personal enquiries or surveys specially conducted for gathering information. The
data quoted in the report is likely to be made use of by several other individuals and
agencies who will gain access to the report. It is also very likely that major business-
related decisions will be taken on the basis of details mentioned in the report. Even
when the data quoted is taken from secondary sources, care should be taken to see
that the sources are reliable and cross-verified.
Maintain a judicial approach
The report writer should keep to measurable facts and verifiable details.
Impressionistic statements and inaccuracies will have to be scrupulously avoided.
A good report calls for an effective assessment based on authentic facts and figures.
Human errors, biases and any kind of selective reporting have no place in report
writing. Good reports are those where the report writer maintains a judicial and
non-partisan attitude.
In-depth analysis
It is expected that the reports provide an in-depth study. Any report that does not go
into the details of the subject studied may turn out to be peripheral, necessitating
one or more report, or additional information being sought. The reporting authority
or the report writer, as the case may be, should make it a point to meticulously go
about collecting all related information for inclusion in the report.
Alternative viewpoints
The purpose of a report, as we have noted earlier, is to get the facts in proper
perspective. When we refer to an enquiry report, an investigation report or a
committee report, the intention is to get the inputs or views from different persons
who are in a position to throw light on the subject or incident under study. In fact,
when we talk of a committee report, a very important requirement for the report
writer is to bring out alternative viewpoints. Although the final recommendations
may be based on a consensus or majority view, the fact that some other views were
also expressed during the course of deliberations or enquiries should also be
mentioned. Further, in reporting deliberations or alternative viewpoints, the report
writer should not be overly conscious of the hierarchical position of the members.
In other words, the points made or the views expressed are to be covered, even if
they are from relatively junior members, as long as they are relevant to the issue
under consideration. It is worth noting here that when committees submit their
reports, apart from giving a majority view, there is also a mention, in some cases, of
the note of dissent.
Appropriate annexures
Most reports also contain relevant annexures, which cover additional information
pertinent to the matter dealt within the body of the report. Such annexures normally

194 Communicative English

Writing Skills Unit-6

include charts, graphs, relevant statistics, questionnaires, list of centres visited,

agencies, institutions and individuals contacted and interviewed, and so on. Care
should be taken, however, to ensure that any such charts, maps and tables are relevant
to the matter under study and enhance understanding. Well thought-out annexures
help assess the depth of the report, and the extent of representativeness of the studies/
surveys made in connection with the investigation or study taken up. While major
findings and statistics are furnished in the main report, the questionnaire formats,
detailed statistical tables and other similar details covered in the annexures provide
supplementary information which are of particular value to a more discerning reader
or researcher.
6.11.1 Types of Reports
Reports can be in both oral and written forms, though written reports are preferred.
Written reports have the following advantages over oral reports:
Oral reports can be denied at any time.
Oral reports tend to be vague as compared to written reports.
Written reports can be referred to again which is not the case with oral reports.
Written reports can be transferred from person to person without the risk of
distortion.
In this section we will deal with written reports. Reports can range from one
page to those running into several volumes. In all cases, reports should be clear,
concise and objective in their tone as decisions are based on them.
We will classify reports into the following types:
1. Informational reports and analytical reports (research reports)
Informational reports only contain information in the form of facts and data . They
do not contain any analysis or suggestions based on the information presented.
On the other hand, analytical reports contain both facts as well as analysis of
facts and conclusions. Recommendations/Suggestions based on the analysis may
also be included in such a report.
2. Routine or periodic reports and special reports
Routine or periodic reports are submitted to the management at regular intervals by
individuals, sections, departments etc to help the management control administration
effectively. These are the most common type of the business reports. These may be
submitted on daily, weekly, quaterly, monthly basis. These are generally meant for
internal consumption by the organisation and are not public documents. Length of
these reports may vary from a single page to about ten pages. These include budgets,
monthly accounts, cost reports, production reports, and so on.
Special reports are prepared to deal with problems or issues specifically
developed. They are specifically asked for by the concerned authority and are custom
prepared to suit the particular purpose.
3. Informal and formal reports
Informal reports do not follow any fixed form or procedure for submission. They
are prepared according to the convenience and requirement of the organisation.
Communicative English 195
Unit-6 Writing Skills

Informal reports does not mean the style and language of the report is informal. It
only indicates simplicity in terms of structure or format.
The following are some of the forms informal reports may take:
(i) Short reports: These reports are presented in simple letter format. They
are less than five pages in length. The presentation style of such reports
is kept simple and facts are reported.
(ii) Progress reports: These reports contain information regarding the
progress of a particular work or project.
(iii) Staff reports: These reports are prepared to resolve particular staff
problems
(iv) Justification report: These reports are used to justify a particular
recommendation or a course of action.
When a report is prepared in the prescribed form and is presented according
to an established procedure it is called a formal report. Formal reports have a uniform
structure and format which is specific to the organisation. Generally formal reports
have the following characteristics:
Longer than an informal report
More thorough and often based on a detailed examination of a problem
Formal in terms of format, structure, language.
Formal reports may be:
(i) Statutory reports: These are reports which are prepared as a mandatory
requirement by law. The format of such a report is as prescribed by the
concerned body.
(ii) Non-statutory reports: There is no legal binding for preparation and
submission of these reports but these are asked for by the management
to facilitate the various managerial functions.
Structure of Research Reports
A research report consists of the following parts:
1. Title page- may include all or some of these subject, author, date of completion,
file reference, confidentiality
2. Table of contents
3. Acknowledgements
4. Executive summary (sometimes called ‘Abstract’ or ‘Synopsis’ if the report
is academic in nature)
5. Body of the report
The executive summary and main body of research report are the most important
parts of the report. Writing these needs special attention. Let us look at pointers for
the two more closely:
Executive summary
o It extends from a paragraph to two pages in length.
o It should include a bit of all components of the report.
196 Communicative English
Writing Skills Unit-6

o No one particular part of the report should dominate

o It should be written after the entire report is complete.
o It is an independent document and may be circulated to people who do not
have the time to read the entire document
o It should also be very accurate as decisions may be taken based on just the
executive summary
Body of the report
The various parts of the body of the report have been discussed briefly:
(i) Introduction
Gives a brief background to the report
(ii) Procedures/Method
Outlines how the data was collected, observations etc.
(iii) Analysis and Findings
The major findings after the analysis of data is presented in an organized,
logical and objective form.
(iv) Conclusion
It states what the findings have shown objectively . It is different from an
executive summary and should not be confused with it. They are generally
written in the past tense.
(v) Recommendations
Should logically flow from the conclusion
Generally expressed in future tense
Outlines direct possible course of action
No explanation of action is required in the recommendation
(vi) Appendices
Information that doesn’t fit into the text , like charts, data and graphs
(vii) Bibliography
List of references used in the preparation of the report including citations
of all web sites, books articles
Consistency should be maintained while citing references
Listed alphabetically by author’s last name
Various formats are available for bibliographies
6.11.2 Note-Making
Note-taking and note-making are interrelated processes, in that while note-taking
refers to the process of jotting down points from a lecture or a printed text, the
process of preparing structured material from these notes is called note-making.
While notes are rarely understood by anyone other than the person who made it, the
result of note-making gives deeper understanding of the subject to its readers. Thus,
we can say that note-taking is the first stage of the process of note-making.

Communicative English 197

Unit-6 Writing Skills

Note-making involves the following steps:

Reviewing the taken-down notes
Selecting the relevant data and deleting the redundant or unwanted
information
Reorganizing the notes to make it read properly and enable continuity

6.12 CURRICULUM VITAE

A curriculum vitae (CV) is what a candidate sends along with a job application
letter. It usually accompanies the covering letter and presents all the relevant details
about the candidate. A CV is also referred to as a biodata or r ésumé. A CV is a short
account of one’s career and qualifications, typically prepared by an applicant for a
position. It is also a personal datasheet that presents the academic qualifications,
job-related experience, skills and strengths of a person applying for a job.
While preparing a CV, it is important to know what a good CV can achieve.
A good CV helps project the individual in proper light. It helps bring out the basic
strengths of the individual in terms of academic achievements, job-related skills,
attitude and aptitude and other relevant details in order to hold the attention of the
receiver/employer. A good CV vies for attention and gets noticed. A good CV makes
an impression even at a cursory glance. The demand and supply position in the job
market being what it is, any application letter or CV competes with numerous others,
and only those prepared with care and elegance succeed in kindling the interest of
the prospective employer. A good CV helps you get an interview call, and move
closer to getting the job you are seeking.
Essentials of a Good Curriculum Vitae
We have seen how crucial it is to have a good CV that gets noticed and takes the
candidate closer to an interview call. Let us now look at the various essentials to be
kept in mind while preparing a CV.
Neat and legible
First and foremost, a CV will have to stand out in terms of its neatness. The
presentation of details in the CV will have to be in an organized and orderly manner.
Unless your handwriting is exceptionally good, it is desirable to get the CV neatly
typed. Smudging, overwriting, uneven lines, ill thought-out font variations,
unwarranted foldings and the like will have to be eschewed. Use good paper, a good
pen, a good envelope and a good format. Take care to do a neat job and avoid
careless mistakes.
Neither too long nor too short
Remember, your CV has to create a favourable impression. It is the first opportunity
you have to impress your prospective employer. The second essential for a good CV
is adequacy or completeness. The CV should cover all relevant details about the
candidate which the employer will be looking for, and yet it should not be loaded
with too many details. The recipient will most probably be looking at hundreds of
CVs, and the candidate should try to make it easy on the reader by making it brief
198 Communicative English
Writing Skills Unit-6

and focused. The desirable length of a CV would perhaps vary depending on the
qualifications and experience of the candidate, and the nature of the post applied
for. Freshers and just out-of-the-university candidates may not have much to cover,
as compared to those who have had varied exposure and experience over several
years. In any case, the recipient would be comfortable with a CV that does not
exceed about two to four neatly typed pages. In preparing a CV, a candidate is well
advised to mercilessly leave out trivial or minute details about achievements. The
CV writer has to resist the temptation to go overboard by packing the résumé with
avoidable details.

Address correctly

Wrong Right
The Personal Manager The Personnel Manager
(proper designation)
The CMD The Chairman and Managing
Director
(No Abbreviation)
The Director The Director (Finance)
or
The Vice President The Vice President-HRD
(Be specific)
Rebok India Reebok India
(correct name of the company)

Information must be accurate and up to date

Another requirement towards ensuring a good résumé is accuracy of facts and figures.
All details furnished in the CV should contain correct and updated information
about the candidate. Care has to be taken to mention correct dates and years, names
of the institutions, organizations, designation etc. Equally important is that spelling
and grammatical mistakes have to be carefully avoided. Whether it is the designation
of the person or the name of the organization, correctness has to be ensured.
Always be honest and sincere
Honesty and sincerity are very important aspects of any good curriculum vitae. Be
truthful about your qualifications and achievements. Take care to project your natural
self, the real you. Do not make tall claims or overstate your strengths. Any seasoned
HR functionary who keeps going through numerous CV regularly, can easily detect
an insincere and dishonest presentation of false facts and figures.
Focus on employer needs
Any good CV should clearly bring out the strong points of the candidate. For doing
so, the applicant should learn to look at the résumé from the employer’s standpoint.
When a job is advertised, the employer is trying to fill up a specific vacancy or
position. The position carries a certain job profile with its underlying needs. Every
employer looks at the CV and tries to assess it in terms of meeting certain specific
needs. The candidate’s strength lies in highlighting one’s own qualification,
Communicative English 199
Unit-6 Writing Skills

experience, skills and attitude such that it appeals to the prospective employer.
Considering what the job demands, the candidate should endeavour to suggest how
the candidate is equipped to add value to the job. Obviously, no employer would be
keen on just offering you or anybody a job. At the same time, every employer would
be keen on getting the right candidate or ensuring the right fit for the vacant post.
Try to highlight that you are fit for the position without making it very obvious.

Lies in Résumés
Job seekers are increasingly padding their résumés with lies and exaggerations as
they fight for fewer positions during the economic downturn, a survey suggested.
Inaccuracies in applications for British jobs shot up by 20 per cent in the last quarter
of 2001, with many in their early 30s the most likely to embellish their skills and
employment history, The Risk Advisory Group (TRAG) said.
The London-based TRAG, one of the Europe’s largest employee-screening firms,
said 54 per cent of the résumés they screened in the last quarter of 2001 showed
some type of discrepancy.
Previous employment details and academic qualifications were areas most frequently
fudged by desperate job hunters.
Source: Business Line, 5 April 2002

Make the curriculum vitae distinctive and appealing

Finally, make sure that the CV is appealing and distinctive. Don’t use a standard
pattern. Make it stand out in a crowd. Be imaginative in terms of letterhead,
presentation style, statement of objectives or understanding of employer needs. Fine-
tune the presentation keeping in view the nature of the organization and the job
expectations. The manner of presentation will vary depending on whether it is a
public sector undertaking or a multinational company, whether it is a marketing job
or an accounts job, and whether it is an academic job or an administrative post. In
fine-tuning your CV, use key words that go well with the job description. Use
language specific to the industry or functional responsibility. At the same time, give
your CV a personal touch. Take your time and make it a thorough job. Make sure
that all the vital contact information, such as name, mailing address, phone number,
e-mail address, etc. are furnished prominently on the top right hand corner of the
covering letter/CV. Gather and present all relevant details in a clear, correct, honest
and visually appealing manner. There are indeed many ways in which CVs can be
presented by job-seekers. The candidate has to use discretion in selecting the details
to be covered and the headings to be used. In deciding the length of the CV,
sequencing of data, choice of headings and emphasis on strengths and achievements,
the candidate should be guided by (a) what the advertiser specifies, (b) nature and
level of the position, (c) degree of competition, and (d) the level of qualification
and experience of the candidate. If the occasion demands a one page biodata rather
than a detailed CV, the candidate should take care to condense the CV and present
the most significant details within one page.
Format should reflect strengths
On the other hand, where the application is for a senior-level position or where it
calls for a relatively high level of academic or research achievements, the CV needs
200 Communicative English
Writing Skills Unit-6

to cover the details in a more elaborate manner. Similarly, when the candidate is
fresh out of the university or without much job experience, academic achievements
and other relevant features will have to be duly highlighted. As one moves up the
career ladder and gains varied exposure and experience, one would have acquired
substantial values which have to be imaginatively packaged in the CV. Whichever
format or style the candidate uses, it should clearly bring out the strong points.
While bringing out the academic qualifications, all significant achievements, such
as ranks, scores and grades as well as merit scholarships, if any, will have to be
properly highlighted. On the other hand, if the grades or scores are not very
impressive, the candidate should underplay them without resorting to conspicuous
omissions.

Personal Details
Name Amit Khanna
Date of Birth 10 December 1970
Age 33 years
Nationality Indian
Present Position Reader
Department of Economics
Christ College, Ambedkar Road
Coimbatore
Residential Address 27, Devaki Apartments
Ramasamy Road, R S Puram
Coimbatore
Tel : 3613052

Suitable headings
The headings or captions under which details are furnished could be many and
varied. While some of them covering personal details and academic qualifications
would be common to most CVs, the other headings may or may not be relevant,
depending upon the age and experience of the candidate and the nature and
responsibilities of the post. A suggested list of captions or headings appropriate for
CVs in general is given below:
Personal details
Academic qualifications
Academic distinctions
Work experience
Areas of specialization
Career-related achievements
Seminar and workshops
Papers and publications
Membership of boards and committees
Guest faculty
Consultancy
Other relevant information
Communicative English 201
Unit-6 Writing Skills

Languages known
Marital status
Hobbies and interests
References
In the following pages, we present illustrations on how relevant details may
be presented under each one of the above-mentioned captions.
Personal details
Name
Age
Date of Birth
Present position/Designation
Nationality
Address
Phone/fax/e-mail

Academic Qualifications
Academic Qualifications B.A. (Hons) Economics
Delhi University
M.A. (Economics)
Punjab University
Bachelor of Law
Punjab University
OR

Academic Qualifications Ph.D Commerce

Delhi University
M.A. (Psychology)
Delhi University
M.Com.
Allahabad University
B.Com.
Allahabad University
OR
Educational Qualifications
1998–2002 B.E. Instrumentation
P.S. Institute of Technology 65%
Bangalore
1996–1998 Pre-University Course
Trinity College 71%
Bangalore
1996 S.S.L.C.
Mysore High School 88%
Mysore

202 Communicative English

Writing Skills Unit-6

Academic Distinctions
Gold Medal for standing first in order of merit in the B.A (Hons) exam.
Chancellor’s Medal for the best student of Bachelor’s Degree in Commerce.
Silver Medal for record marks in Business Economics in M.A.
Silver Medal for second position in M.Sc examination.
Merit Scholarship awarded by the Allahabad University during M.Com.

Range and Period (Key Phrases)

30 years in the field of education, training, research, consultancy and academic
administration in reputed centres of higher education in India and Australia.
Over 20 years of experience in Banking and Finance covering diverse operational,
administrative and faculty assignments in the Indian Public Sector.

Present Position
Since June 2000 Principal, Aditya College of Commerce (ACC),
Bangalore University. ACC is one of the renowned
colleges offering post-graduate programmes in
commerce and management with over 600 students and
40 faculty members.
April 1999 – May 2000 Regional Manager, Torrent Pharmaceuticals Ltd.,
Baroda. In charge of marketing and distribution of full
range of pharmaceutical products for the company in
Gujarat and Rajasthan. Monitoring the performance of
16 professional service represent-atives and 12 depot
managers reporting to me.

Academic qualifications
Academic qualifications may be mentioned either in a chronological order or from
the latest backwards. Similarly, the grades and percentages may or may not be stated
(see Academic Qualifications in box).
Academic distinction
This is an optional caption, in the sense that only those candidates who have
something significant to highlight by way of academic distinctions may use this
heading. Medals won, merit scholarships conferred and other such achievements
may be highlighted (see Academic Distinctions in box).
Work experience
Any prospective employer would keenly study details under this caption. The CV writer
should take extra care in presenting the details of work experience in an effective manner
(see Range and Period (Key Phrases) in box).
Range and Period
Functional Designation
Work Duties and Responsibilities
Experience
Present Position
Positions Held Earlier

Communicative English 203

Unit-6 Writing Skills

Areas of specialization
Quite often, people specialize in specific areas or even geographical markets. The
CVs should clearly bring out related strengths, especially when the post applied for
demands specialization. Given below are some examples:
Specific Functional Areas
1. Labour Law
2. Investment Banking
3. Economic Journalism, etc.
Specific Industries
1. Ceramic Industry
2. Mutual Funds
3. Auto Components, etc.

Career Highlights or Positions Held Earlier

1999-2001 General Manager, Perfect Advertising Pvt. Ltd., Bombay
Mansions, Worli, Mumbai.
1995-1999 Executive – Client Servicing, India Advertising and Publicity
Ltd., Bangalore.
1991-1995 Senior Reporter, Business News, Deccan Tribune, Bangalore.
1988-1991 Faculty Member, Institute of Advertising and Communication,
Pune.
1986-1988 Research Associate, Institute of Advertising and Commu-nication,
Pune.
Specific Regions
1. South-East Asian Markets
2. South India
3. Eastern Region, etc.
Specialized Training
1. Advanced Training in Commodity Futures
2. Advanced Programme on Asian Financial Markets, etc.

CHECK YOUR PROGRESS-3

1. List some advantages of a good agenda.

2. What are the two types of minutes?
3. What is a CV?
4. A list of items that are to be dealt with during a meeting is called an ……..
5. ……….. records what was said and by whom.
6. ……….. are reports which are prepared as a mandatory requirement by law.

204 Communicative English

Writing Skills Unit-6

ACTIVITY

1. List out some of the common errors that you have come across in letters.
2. According to you, how important is conciseness while writing a business
letter?

6.13 LET US SUM UP

Cohesion is the grammatical and lexical relationship in a text or sentence.

There are two main types of cohesion, namely grammatical and lexical.
Punctuation marks are generally used to express an emotion, meaning, pause
between disjointed phrases, and to put emphasis on certain parts of a sentence.
Commas are the workhorses of English pronunciation and are the punctuation
marks used most frequently within sentences.
A colon indicates a pause in speech greater than that of a comma, but less
than that of a full stop.
A précis is a short version of a speech or piece of writing that gives the main
points or ideas. Précis writing entails reducing the length of the piece to its
one-third, and express, in our own words, the basic ideas and thoughts of the
writer. Every précis should have a suitable title.
A paragraph is described as a group of sentences that express one main idea.
Paragraphs may be descriptive, discursive, and so on.
Letters are written to enquire, give information, give instruction, or persuade
the recipient towards a desired action.
There are various styles of writing letters such as fully-indented, semi-indented,
fully-blocked and modified-blocked styles.
The various parts of a business letter include letterhead, reference style, date
line, inside address, attention line, salutation, subject line, message, closing
line and postscript.
A notice is a short piece of writing which usually follows a formal style. It is
commonly used to announce important events, occasions, to make appeals
and to issue public instructions.
Agenda is a list of items which are to be dealt with during the meeting.
A curriculum vitae (CV) is send along with a job application and usually
accompanies the covering letter and presents all the relevant details about a
candidate.

Communicative English 205

Unit-6 Writing Skills

6.14 FURTHER READING

Bovee, Courtland, L., John V. Thill and Barbara E. Schatzman. 2003. Business
Communication Today. New Delhi: Pearson Education.
Chaudhary, S. 2004. Better Spoken English. New Delhi: Vikas Publishing House.
Krishnamacharyulu, C.S.G. and R.Lalitha. 2009. Business Communication and Soft
Skills. Mumbai: Himalaya Publishing House.
Madhukar, R.K. 2005. Business Communication. New Delhi: Vikas Publishing
House.
Sidhu, C.D., Prem Nath and Kapil Kapoor. 2004. Comprehensive English Grammar
and Composition. New Delhi: Khosla Publishing House.
Sreevalsan, M C. 2009. Spoken English: A Hand-on-Guide to English Conversation
Practice. New Delhi: Vikas Publishing House.
Wren, P.C. and H. Martin. 2007. High School English Grammar and Composition.
New Delhi: S.Chand and Company Ltd.
Wrenn, C.L. 2001.The English Language. New Delhi: Vikas Publishing House.
Young, Dona, J. Foundations of Business Communication. 2006. New Delhi: Tata
McGraw-Hill.

6.15 ANSWERS TO CHECK YOUR PROGRESS

Check Your Progress–1

1. Punctuation marks serve four general purposes: (i) to terminate; (ii) to
introduce; (iii) to separate; and (iv) to enclose.
2. When the précis is complete, it should clearly state:
(i) What was discussed and argued
(ii) What was the focus of the précis
(iii) What was the learning
(iv) What it means (why it is important)
3. The most common types of paragraphs are descriptive, narrative, discursive
and expository.
4. In a discursive paragraph, the primary issue is presented at the very beginning,
and the paragraph discusses and debates the respective merits and demerits
of the concerned issue.
5. Clauses.
6. Recounting and relating an event.
Check Your Progress–2
1. Some of the deficiencies of a badly written letter are summarized as follows:
Lack of clarity
Poor use of words and expressions

206 Communicative English

Writing Skills Unit-6

Incorrect spellings and grammatical errors

Too short or too long
2. There are various styles of layouts available for business letters. In different
forms, there are different systems of indentation followed. The various styles
include the following:
(i) Fully-indented style
(ii) Semi-indented style
(iii) Fully-blocked style
(iv) Modified-blocked style
3. The letterhead announces the name of the business. It often suggests what
the business is about—whether it is a bank, an insurance company, a transport
agency, a trading firm, a building contractor, an estate agent, etc.
4. The attention line usually appears on the right side of the inside address and
is relevant when the letter is addressed to a designation, to a group or to a
firm. The attention line draws the attention of the specific person to the contents
of the letter.
Check Your Progress–3
1. The advantages of a good agenda are as follows:
(i) It ensures that all issues are covered and no issue is left out.
(ii) It ensures that a proper sequence is followed.
(iii) It informs the members on what will be dealt with.
2. There are two kinds of minutes: narrative and decision.
3. A curriculum vitae (CV) is what a candidate sends along with a job application
letter. It usually accompanies the covering letter and presents all the relevant
details about the candidate.
4. Agenda
5. Narrative minute
6. Statutory reports

6.16 PROBABLE QUESTIONS

Short-Answer Questions
1. Write a short note on referential devices.
2. How is a précis written?
3. What are the characteristics of a paragraph?
4. Write a short note on the different layouts of a business letter.
5. List some guidelines for framing a good e-mail.
6. Write short notes on minutes and agenda.

Communicative English 207

Unit-6 Writing Skills

Long-Answer Questions
1. Define ‘cohesion’. Explain the different types of cohesive devices you have
learnt in this unit.
2. Punctuate the following sentences using capital letters, commas, apostrophe,
full stop, exclamation mark and quotes:
(a) mary said i will not accompany you
(b) she asked me whats your name
(c) did you go there she asked me
(d) the students on the whole did well
(e) i am fond of pizzas chocolates pastas and pastries
(f) josephs father is an engineer by profession
(g) her mother was sick so she took her to the doctor
(h) she wants a pencil a calculator a notebook and a bag
(i) once the teacher entered the class the students stopped making noise
(j) aparna my friends daughter is arriving tomorrow
(k) alas she lost her son in an accident
3. Punctuate the following letter:
C-231 D-block, Parliament Street
Delhi-110064
25th april 2010
Dear Niharika,
Hope my letter find you in pinkest of health i am absolutely fine here and
hope the same for you you will be glad to know that my summer vacations
are starting from the second week of may i would like you to accompany me
on a tour of laddakh it is a beautiful place to visit take your parents permission
for the same and let me know at the earliest looking forward to your positive
reply pay my regards to your parents
Your Loving Friend
Aradhana
4. Explain the process of report writing.

208 Communicative English

NOTES

209