Unit 2 Written Communication

2.1 Planning and Drafting Messages

WRITING A MESSAGE

A business message will not serve its purpose if the recipients do not understand its intended
meaning. A message that is not clear to the recipient frustrates them and prevents them from
adequately responding to it. Similarly, a message that does not elicit the response that the
sender expects can be equally frustrating for the sender Writing a message could be a simple
task, such as writing an email, or a complicated one, such as writing a product manual or
content for your website. You could also be responding to tenders and proposals or soliciting
new franchisees for expanding your business or nominating your team for an internal or an
external award. There could be situations when you are called upon to send a message, and
every time, the challenge would be different.

Effective business communication relies on clarity. If a message is unclear or confusing, it can

fail to achieve its purpose. Recipients may struggle to understand its intent, leading to
frustration and poor response. Likewise, if the message doesn’t prompt the desired reaction,
the sender may also feel dissatisfied. Crafting a business message can range from simple emails
to complex documents like product manuals, website content, or formal proposals. Depending
on the context—whether nominating a team for an award or inviting franchise partners—each
message comes with unique challenges that require careful consideration.

Planning the Message

Planning a message is the first and the most important step. It helps you determine why you
are writing the message, who would be your readers, what kind of information you need to
include in the message, and how you approach your target audience. Another aspect of planning
involves understanding the possible impact of your message.

Planning, therefore, will broadly include the following steps:

Step 1: Why do I need to write the message?

Step 2: Who will read my message?
Step 3: What data or information is required to complete the message?
Step 4: How do I connect with the receivers of my message?

Step 1: Why do I Need to Write the Message?

Any message is generally written for two purposes. The first purpose is dissemination of
information. It involves writing a message to a group of receivers, providing them with some
information that they do not have, information that you want them to have, or information that
they have asked for—for example, your reply to your manager who has asked for a quarterly
performance report, or to your sales manager who has asked for the sales figures for a particular
product or region.

The second purpose of writing a message is to persuade. This purpose could be served on
many occasions—for example, when you write to your manager to convince him or her of the
need to approve additional sales promotional expenses or appoint additional support staff for
your department. The primary purpose here is to persuade. Table 7.1 illustrates these purposes
further.

Step 2: Who Will Read My Message?

Your message will typically have two sets of audiences:

1. The primary audience, to whom the message is directly addressed.

2. The secondary audience, who may read or be affected by the message indirectly.

Understanding your audience helps in determining tone, language, and content. For instance,
a message sent to employees must consider factors such as their designation, language skills,
cultural background, and their role in decision-making.
Three common strategies in audience handling:

 Influence the secondary audience first.

 Influence the primary audience and have them influence the secondary.
 Address both audiences in parallel.

Effective communication requires identifying:

 Who comprises my audience?

 What does my audience want?
 How is the audience distributed?
 Does the audience trust me?
 How would the audience react?
 Does the audience understand the message?

The tone and style of your message should match the audience's expectations. Formal tone is
generally preferred, unless there is a strong relationship and informal language is suitable.

Step 3: What Data or Information is Required to Complete the Message?

To create an effective message, collect relevant data based on the context. This could include
technical issues, crises, or policy changes. Once the problem is defined and the audience
identified, determine what information is needed to communicate appropriately.

Strategies to gather data include:

 Brainstorming: Generating and jotting down ideas with a group.

 Discussion and Consensus: Talking with team members to find solutions.
 Primary and Secondary Data: Gathering data from reports, blogs, surveys, or
research.

When you use data in your message:

 The data must support what you write: Ensure your message is backed with
accurate data that clarifies or persuades.
 Use data ethically: Do not distort or manipulate data to suit your message.
Misleading figures, removed outliers, or altered stats are unethical and unprofessional.

Step 4: How Do I Connect with the Receivers of My Message?

This step is critical in ensuring message effectiveness. Consider the receiver's location, time
zone, and access to technology. A well-timed and well-channeled message avoids
miscommunication.

Choose the right medium:

  Email for official updates.
 Phone calls or IMs for urgent, direct communication.
 Word of mouth may not be reliable for large organizations.

Ineffective communication can occur when the chosen medium does not reach everyone, is
delayed, or lacks a follow-up. Always ensure that the message reaches the right person, at the
right time, through the right medium.

Drafting the Message

1. Organizing the Ideas

Organizing your ideas is a crucial part of message drafting. When ideas are arranged logically
and fall within the intended scope, the reader can understand the message quickly and respond
more effectively. A poorly organized message may be disregarded or misunderstood, especially
in professional environments where employees often filter out irrelevant content.

A well-organized message ensures a smooth transition between ideas and allows the reader
more time to grasp and respond to the content. Every message should have a clear structure
with a central theme. For example, when writing a report, a thread should connect all the
content together coherently.
2. Identifying the Scope of the Message

Each message must be defined by a central theme. Whether it’s about team performance,
company policy, or customer feedback, the scope limits what the message should and should
not include. Identifying this scope helps avoid irrelevant data and keeps the content focused.

One of the effective ways to define scope is mind mapping, which helps outline the message's
components, especially in complex subjects like course development or organizational
changes. It helps in generating and organizing ideas without deviating from the central topic.

3. Writing the Draft

There are two main approaches to writing a draft:

1. Direct Approach – Used when the audience is likely to accept the message without
resistance. You present the main idea first and then elaborate.
2. Indirect Approach – Used when the audience might react negatively. You start with
a buffer, explain the situation, and then present your point.

Start your draft without trying to make it perfect. Focus on getting your thoughts and research
organized. Then, follow logical sequencing:

 Present one idea per paragraph.

 Substantiate your claims with data.
 Use evidence where possible to strengthen your argument.

4. Adding the Finishing Touches to the Message

After drafting the message, the next step is to refine it by adding finishing touches that
enhance clarity, coherence, and credibility. This stage is vital as it ensures that the message is
both logically structured and factually supported.

Two major elements to focus on are:

1. Logical Sequencing of Ideas

Ensure that the flow of ideas is smooth and well-organized. The information should
be presented in a way that leads the reader from one point to the next without
confusion. A good technique to maintain this flow is to use a mind map before
writing, which helps link main ideas and sub-ideas cohesively.
2. Inclusion of Evidence and Data
Every key point should be backed by appropriate data or examples. This strengthens
the credibility of the message and helps in persuading or informing the reader
effectively. However, it's important to avoid overloading the message with excessive
data. Only include information that supports your argument or recommendation
clearly and concisely.

In cases where time is limited and detailed research is not possible, using estimates or
experiential insights is acceptable—but they should be clearly indicated as such. Always
mention when a claim is based on personal observation or practical experience to maintain
transparency.
Ultimately, well-structured and well-supported messages are more impactful and
professional, helping the audience understand the purpose and act accordingly.

4.1 Completing the Message

Once your draft is ready, complete the message by:

 Checking Content and Style: Review whether the information is relevant, accurate,
and complete. Put yourself in the reader’s shoes—does the message make sense?
 Logical Flow: Ensure that ideas transition smoothly, there’s no repetition, and the
structure is aligned with the table of contents or intended format.

Avoid adding irrelevant information and use appropriate tools like headings, references, or
formatting aids (tables, bullets, etc.) for clarity.

4.2 Revising the Message

Revising helps improve the effectiveness of your message. Allow a time gap between writing
and revising to view the content with a fresh perspective. For urgent messages, take help
from a peer or a senior.

Use software tools (e.g., MS Word) for revision—spell check, thesaurus, formatting tools,
and grammar checks are useful. However, always apply your own judgment; software might
miss contextual or tone-related errors.

4.3 Proofreading the Message

Proofreading is the final quality check. Even well-written content can contain mistakes like:

 Typos: Typing errors (e.g., writing "50000" as "5,000").

 Content-related Errors: Mistakes in facts, figures, or sentence structures.

For effective proofreading:

 Read the document line by line.

 Involve a colleague for final checks.
 Verify numbers and key information.
 Don’t rush—review the document a couple of times with a time gap.

This step is especially critical when the document is of high importance (e.g., contracts,
annual reports)

4.4 Distributing the Message

Once the message is proofread, it is ready for distribution. The medium you choose should
suit the type of message and the audience:

 Use email or IM for instant communication.

 Use documents or multimedia formats when more details or visuals are required.
While choosing your distribution medium, consider:

 Security: Use secure platforms for confidential messages.

 Cost and Time: Use cost-effective channels for routine updates. However, important
documents may require premium services or printed formats.

A common mistake is sending the same message to too many recipients or to the wrong
audience. Always double-check your recipient list to ensure only the right people are
addressed.

Executing Different Types of Messages

Written messages in business communication can be broadly categorized into three types:
direct and routine messages, persuasive messages, and negative messages. Each type serves
a unique purpose and requires a specific tone and structure.

Direct and routine messages are straightforward and used for everyday communication within
organizations, such as requesting information, sharing updates, sending quotations, or
providing technical details. These messages should begin with a clear statement of the
objective, followed by supporting information and a closing that prompts action. Clarity,
brevity, and politeness are key in these communications.

Persuasive messages are employed when the sender anticipates disagreement or needs to
influence the recipient's opinion or decision. For example, one might write to a manager
requesting a discount for a client or a budget approval for a project. These messages rely on
sound reasoning, benefits to the recipient or the organization, and a respectful tone to encourage
agreement.

Negative messages involve rejecting proposals, denying requests, or communicating bad news
such as contract cancellations or employee terminations. These messages must strike a balance
between firmness and empathy. The sender must say “no” clearly but also strive to maintain
goodwill and professionalism. Timing and customization of the message are crucial.

To craft effective written messages, a structured approach is recommended. For direct

messages, the strategy involves stating the purpose upfront, explaining the request or context
clearly, and ending with a specific call to action. In replies, especially to queries, it's best to
address the central question first, provide clear explanations, tackle any negative points
diplomatically, and close the message cordially. Including contact information and showing
appreciation can further enhance effectiveness.

Additionally, goodwill messages, such as 'thank you' notes or congratulatory messages, are
important for relationship-building in professional settings. They should be sincere, timely, and
separate from routine business content. For instance, a message congratulating an employee on
a wedding should not be mixed with business queries.

Overall, understanding and appropriately using different types of written messages helps
ensure effective, respectful, and goal-oriented business communication.
 WRITING AND RESPONDING TO MESSAGES

In this section, we will discuss how to write and respond to each type of message.

Routine or Direct Messages

The following are some strategies that will help you write better messages. While handling
routine or direct messages, keep the following three steps in mind.

Steps for writing routine or direct messages better

1. Be clear about your objective and state your request upfront

Step 1. Be clear about your objective and state your request upfront.

Never beat around the bush. Present your ideas in the first two sentences of your
message. However, if you need to set the context of the message—that is, give the
background—you should do that before coming to the main issue of the message. For
example, sentences like “please refer to our telecon dated 16 September” or “I had
spoken to Mr. Charan and he directed me to you” help establish the context. Keep the
objective clear in your mind. What is that you are asking the reader to do?

Be polite irrespective of the nature of the situation or the recipient; you may be
communicating to a person you are unhappy with, or perhaps a junior employee in
your organization.

2. Explain what you are looking for

Step 2. Explain what you are looking for.

Give a justification for your request (Fig. 8.7). While you are doing so, explain the
purpose and the benefits to the reader if possible. Avoid stating the obvious.

The explanation has a different dimension altogether especially if the discussion is on

an issue in which technical specifications are very critical. Clarify what you are
 seeking information on. If you are looking for information on a new product, the
person responding to you will be able to help only if he or she knows what exactly
you are looking for—for example, if you are ordering external hard disks, the most
basic piece of information that you will need to provide is the memory capacity that
you require.

An explanation need not necessarily be given only after the request has been made. A
message may first have the explanation or context-setting and then the direct
questions can be asked.

3. End your message by requesting for action

Step 3. End your message by requesting for action.

You want your query to be answered and, therefore, you should close your message
by requesting action. Be very specific about what you want. Leave your contact
information and how you can be contacted. Give contact numbers where you are
easily accessible. Be friendly and appreciate the help—a simple ‘thank you’ would
do. However, avoid mentioning deadlines in the concluding paragraph. Avoid the use
of words such as ‘ASAP’ unless absolutely necessary.

State what you want

Is it the summary of a report or is it the entire report or is it some specific information on a new
corporate discount plan? Ensure clarity on your objective. Bulleted questions often make things
easier for the readers to respond. See if you can jot down the points that you need answers to.
Try and avoid questions that are complex, especially the ones that need discussion in person or
over the phone. It is better to have questions that can be replied with a yes or no. However, that
may not always be possible. Use open-ended questions diligently.

Examples of simple, direct questions:

 Example 1. Can you please send me the performance details of Anurag from May
2010 till date?
 Example 2. I would be interested to know if I, as a foreign citizen, can invest in the
savings plan of your bank?
 Example 3. I saw your advertisement on television and wanted to know if you offer
higher discounts for corporate houses?

Tip:
Be polite—use words such as ‘thank you’ and ‘I would appreciate ...’, but do not overdo it. If
you do, it would appear as if you are sweet-talking the other person.
 Other Types of Direct Messages

There are a couple of other situations when we need to write direct messages. The most
common of them are when we need to convey or send the following:

 Good news
 ‘Thank you’ notes
 Goodwill messages

Good News
Companies should not miss any opportunity to spread good news. Great companies try to
derive maximum mileage out of good news—for example:
“We have bagged the best fund managers award this year” or
“You can now access 100 banking branches across your city.”
Good news always needs a direct approach.

Good news pertaining to the company is often shared with the help of a press release or
newsletter. The local and national media pick up the news from a release. However, it is
important to prepare the press release from a legal and ethical perspective. Companies,
therefore, must ask writers to write press releases or refer such releases to the legal department
to check if there would be any problems in publishing such news.
 Tips for sending good news messages

 Be genuine while you are sending a good news message.

 The message should not get obsolete; that is, plan for it immediately after the news
breaks.
 Use the good news message to brand your company. This message should follow a
press release.
 When you are sharing good news that is internal, ensure that the message reaches
every employee concerned.
 Ensure that a good news message sent to external audiences is looked at by the legal
team before release.

‘Thank You’ Notes

Every employee, customer, and even suppliers want to be appreciated, and probably the best
way to recognize their work is through a small ‘thank you’ note. It serves as a great motivator,
and people often appreciate it more than monetary rewards. However, sending standardized
‘thank you’ notes do not help. It is always preferable to send across handwritten notes.

These notes can be sent on various situations to people such as an employee who has worked
beyond his or her routine hours or an employee who has made efforts to keep a customer happy.
These expressions of appreciation are important as they go a long way in building stronger
relationships. Notes to third persons, the sales team, the receptionist, and office boys act as big
motivators. It becomes a bonus if the notes are sent to them with a word of appreciation about
them to their supervisors.

Example

Dear Jane,
Thank you for all the time you have spent to have the report completed on schedule.
I appreciate how hard it was for you to stretch beyond your duty and take this up, although
this was not a part of your responsibility.
— Manish

Goodwill Messages

Goodwill messages are sent purely on grounds of your friendliness with a firm, employee, or
supplier. These messages generally go out to an individual. They should never contain anything
that promotes your company. If it does, and the reader gets a hint of that, the message will end
up in the garbage bin. Avoid sending a goodwill message unless you can do it with sincerity.

A phone call often serves as a goodwill message; however, at times, it is better to send a written
goodwill message. A phone call may be appropriate for some occasions such as birthdays, but
the letter format is better for a congratulatory message on a promotion.

Guidelines for goodwill messages

  Never delay the message – Goodwill messages are pointless if the message reaches
long after the occasion has passed; for example, a birthday wish sent by a hotel to its
privileged customer a month late.
 Do not exaggerate – Never send long communications as goodwill messages. Be
brief and to the point.
 Sincerity is a must – It is extremely critical to be sincere. Sending goodwill messages
that have a business objective does not serve any purpose.

2. Persuasive Messages

While handling persuasive messages, the first step is to understand the purpose for the
persuasion, know the audience, and establish your credibility. Once this has been done, you
need to go ahead and write the message. Therefore, persuasive messages have two steps:

Fig. 8.19 Steps for writing persuasive messages

1. Doing the groundwork

1. Understand the objective

2. Understand the audience

2. Writing the persuasive message

1. Gather attention
2. Create interest
3. Motivate to act

Step 1. Doing the Groundwork

The points you should remember when doing the groundwork are as follows:
 Understand the objective

As a writer of a persuasive message, you need to be clear as to why you are writing the message.
Different purposes will demand different actions from you. For example, if you intend to
persuade a prospective client, what do you do? Do you want to show this person your brochures
or make this person consider you as an alternative supplier? Every purpose will require an
approach that is tailor-made for it. You should understand what it is that you are looking for
from your audience. How do you want the recipient of your message to react? Is it to approve
an increase in purchases or to agree to try a new product? The level of difficulty in writing a
persuasive message would be higher than that in writing a direct message, because you need to
convince the reader to listen to you or to act. Remember, your audience may be getting several
mails of persuasion from your competitors on the same issue. In such an environment, it is
important that you stand out from the rest of the crowd.

Your job may not involve persuading external clients or suppliers, but may involve persuading
your immediate managers or other superiors (to approve a higher budget, etc.) or may be even
subordinates (to stay back late, work on weekends, or adhere to stricter deadlines). For anything
to do with persuasion, the first step that you should take is to understand the purpose for
persuasion. Be clear about what you want.

Understand the audience

The more you understand your audience, the better and more focused your message would
become. For example, if a T-shirt-manufacturing company wants to send its proposal to
various organizations, the first step that it should take is to understand the various age groups
of employees in the target organizations and list their preferences.

Persuasive messages intended for a company’s internal audiences can benefit from a quick
background check of the employees. If you need to persuade your internal team or your
subordinates, the job probably may be simpler because you know them; however, it could be
difficult if you need to persuade people from other departments. Persuasion becomes really
difficult when there is no obvious direct benefit to the audience—for example, if you are
being persuaded to address a group of schoolchildren on a Sunday or an employee selected
for the implementation of a CSR initiative. These employees have no direct benefits from
agreeing to participate in these programmes. In all cases, you will have to understand the
audience and their motivations.

Step 2. Writing the Persuasive Message

Once the groundwork is done, you can write the persuasive message. It involves three stages:

 Gather attention
 Create interest
 Motivate to act

Gather attention

If the audience does not know you, it is always good that you establish your credibility. You
could do so by referring to your experience in the company or association with it. For example:
  “I work with YZA technologies”
 “I have been managing the operations of an MNC for the last decade”
 “I am the author of a book on CRM [customer relationship management]
technologies.”

If the receiver already knows you, there is no need to establish your credibility. If you are from
an organization that is relatively new, find something unique to say about it. The opening line
will give the maximum punch to the message. However, do not make irrelevant and tall claims
that your readers cannot check.

Gathering attention would take up at least a couple of paragraphs of your message. Avoid
excessive flattery, and claims that cannot be supported by evidence. Avoid rude openings, such
as “I think you’ve been told infinite number of times not to cancel any request without taking
my permission”; but, instead say, “I would prefer to be consulted before you cancel any
request”.

Create interest

Giving facts such as “we sell the largest volume of hardware across the globe”, or “we are
amongst the world’s most admired companies” catches attention. You should also put across
facts and figures and data that will justify your claims.

Opinions from industry experts also prove to be valuable, especially in hi-tech goods.
Testimonials often act as facts and can significantly create interest. The information technology
(IT) industry, for example, depends heavily on such facts. Gartner and Forrester reports are
considered to be expert opinions. Quotes from these reports about your company can create a
strong interest amongst readers.

Once you have produced the facts, backed with sufficient evidence, do not start hard-selling
the product immediately. Instead, tell the members of your audience how the message would
help them or solve their problems.

Motivate to act

While you are doing this, you may face certain barriers or obstacles. For example, if a housing
society does not allow any salespersons inside the premises, you would need to write a letter
to the society secretary for permission to set up a demonstration for the residents.
 Negative Messages
Negative messages are probably amongst the messages that are very difficult to write. A
suspension letter, an email to explain unethical behavior, responses to insurance claims, bad
news about a company, and rejection of job applicants are only a few of the cases that you
might handle. When you rise up the hierarchy, the negative messages that you send out will
impact the business to a great extent, because the goodwill of the organization will be at stake.

When you are writing a negative message, there is virtually much burden on
you. The objective is multi-dimensional. You need to do the following:

 Convey the bad message.

 Keep the company goodwill and image intact.
 Avoid legal complications.

The first job that you have on hand is to convey the bad news. You may follow a direct or an
indirect approach. The second task is that you should keep the company image and goodwill
in mind. For example, one of your employees in your company has got into a personal legal
trouble, and it has attracted negative publicity for your company. As an organization, you need
to send the message across to the stakeholders that will keep the goodwill intact.
Some bad news messages might bring legal trouble, such as dismissal of a supplier because of
non-performance despite the contract speaking of a minimum period of business. The dismissal
of the supplier could also cause damage to your company’s goodwill.

Moreover, when you write negative messages, there is a huge probability that the receiver of
your message would not like to know the reason behind a particular action. This would mean
further trouble. For example, your subordinate has got a poor performance ranking, and as a
manager, you have conveyed this information to him/her. However, the correspondence would
not end here. As a manager you would have to encourage him/her to discuss the reason for
his/her poor performance. In this case, the correspondence does not stop.

In a bad news message, you are actually saying a ‘no’ with reference to a situation that you
cannot respond to in a positive manner. However, remember that you are also trying to maintain
the goodwill of the listener or the reader. Balancing the two is definitely difficult. It is even
more difficult to deliver a bad news message. Some people choose to talk the matter over, some
prefer to make a phone call, while others shy away from such situations by using emails. Many
people also try to delay sending such messages. Many others try to pass the buck and make
someone else send the message for them.

Note: Writing a negative message is about striking a fine balance between delivering the bad
news and maintaining the goodwill of the receiver.

Doing the Groundwork

The first step is to do the groundwork, basically to understand the audience to whom the
message would be addressed and prepare to address it. You will need to consider a few points
before you send out this message.

 Your relationship with the receiver – The better and stronger bonding you have with
the receiver, the more difficult would it be for you to convey a negative message. It is
more difficult to convey a negative message to an individual than an organization.
 What is the criticality of the message to your audience? – The message would be
very critical for some and less critical for others. The loss of a sale deal that you had
been following up could be difficult for you to convey to your manager, as he would
have had high hopes on the deal going through. It would also be difficult to inform your
subordinate that he or she had received a rating lower than this person had expected, as
this message would have great consequences for him or her. Similarly, it would be
difficult to announce the retrenchment of employees during recession, which would
have far-reaching consequences for them.
 Expectations of the receivers – If your employees are expecting a promotion in the
current cycle with a good hike, but you, as an organization, are not in a position to meet
their expectations, your message on this score would hit the employees hard. The likely
impact of a negative message is often a function of what the receivers expect. This is a
very difficult aspect of a negative message, and empathizing with your reader while
writing the message is critical.
How to Write a Negative Message

There are two ways of writing a negative message. The first is the direct approach, and the
second is the indirect approach.

 The direct approach, where you start with the bad news, is relatively simpler.
 The indirect approach provides for a buffer and explanation before the bad news is
conveyed.

Use the Direct Approach When

 The matter is simple or routine and the decision would not have a very serious impact
on the reader or on the goodwill between the sender and the receiver.
 The sender has been ‘pushing’ or coercing you, and you need to be stern and say ‘no’.
 The reader has made ‘too big a request’ and would not be surprised if he or she gets to
hear a ‘no’.
 The reader is one of those who do not like beating around the bush and prefer to hear
the bad news directly.

Just because you are choosing the direct approach over the indirect does not mean that you
are writing a message with a different type of content. The content would almost be similar.

Steps in the Direct Approach

1. Present the bad news

2. Provide an explanation
3. Close on a positive note
Examples – Fig. 8.25

 Please revise our orders from 100 units of PM-302 to 50 units, from September 2010.
 Despite our best efforts, sales have gone down by 12 per cent from the previous
quarter.
 The recent news in the media about the death of our employee in one of the
construction sites...

Step 2. Provide an Explanation

 Please revise our orders... because of the reduction in the demand for our finished
product.
 Sales have gone down by 12%... due to employee turnover, competition price wars,
and our inability to meet our deadlines.

Note: In case of negative messages, while providing the required explanation, be careful not
to divulge confidential information about your company and its processes.

Step 3. Close the Message in a Positive Manner

Close the message on a positive note, maintaining the goodwill. If the situation demands, the
sender may also keep the discussion open for further communication, or may plan an
alternative course of action.

Examples:

 “However, at the same time, let us reassure you about the fact that the reduction in the
order is not due to quality concerns, and we would review the matter...”
 “Although the sales figures have declined, we have been able to retain almost 95% of
our core clients...”

Do not be over-apologetic or defensive. Do not apologize excessively. Never hide any

information that the receiver is supposed to have, especially in order to suit your
convenience. That could mean you are being unethical.
Use the Indirect Approach When

 You need to convey bad news to some subordinate to you.

 You know someone already (includes your customers).

Steps in the Indirect Approach

1. Provide a buffer
2. Give reasons for the bad news
3. Present the bad news
4. Close on a positive note

Step 1. Provide a Buffer

Buffers are neutral statements used to mask the bad news and must be in sync with the
subject. Buffers should:

 Be neutral
 Not start off being irrelevant
 Be written in a crisp style
 Start with praise or good news if possible, but not misleading

Examples:

 “The employees have been working hard to provide the pending orders.”
 “This year has been hectic for the company.”
 “We are working on your orders due at the beginning of next month.”

Step 2. Give Reasons for the Bad News

Presenting the reasons is a good way of making known the problems that you have
encountered. The transition should be smooth, not hard hitting.

Example (instead of saying): “As per our policy, we do not consider applications below
70%.”
Better to say: “Your requirements do not match our posted profile; however, we will contact
you in future...”

Step 3. Present the Bad News

Make sure to tone down the content. Club the bad news between two expressions or put it in
the middle of a paragraph.

Avoid harsh words like ‘sorry’, ‘cannot’, ‘impossible’, ‘unfortunately’ unless absolutely
required.

Apologize only if you must. Emphasize what can be done, rather than what cannot be
done.
 Formal Letter
Letters
Letters are one of the most common modes of communication in the business world. A business
letter follows a particular format of writing that is often referred to as the ‘full-block business
letter’ format (Fig. 8.31). It is not necessary that you follow this format for all letters, nor does
every organization mandate this. Every company may have its own style for official letters,
and the formats may vary. These formats provide very formal ways of organizing your thoughts
and ideas through a letter.

Format (Direct / Routine Message Formal Letter)

COMMA PUBLICATIONS
237/1, VSS Road, Greater Kailash, New Delhi-110001
Telephone number: 011-12330098
Fax: 011-12330099
Website: www.cb.com
--------------------------------------------------------------------------------------------------------------------------------------

Outward No. CB/2025-26/01 Date:08-08-2025

To
Prof. Rama Sankar
OU Colony, Shaikpet
Secunderabad-500008

Subject: Royalty cheque enclosed for the period 1 April 2007 to 31 March 2008

Dear Prof. Rama,

Please find enclosed a cheque for ₹30,120 as royalty for the period 1 April 2007 to 31 March
2008. The details of the statement have been enclosed. We are also happy to inform you that
the book has received wide recognition and has been appreciated by faculties from many
reputed business schools.

For any further queries, please do get in touch with me.

Regards,
Charan Preet J
Senior Editor
Mobile: 097051912281
Phone: 011-12330098 Extn: 420

Enclosures:

1. Cheque no. 123456, HDFC Bank

2. Statement for the royalty

CC: Accounts Manager

 Layout of the Formal Letter
A formal letter in business communication follows a structured layout that ensures clarity,
professionalism, and ease of reading. One of the most widely used formats is the full-block
business letter format, where all elements are aligned to the left margin without indentation.
This structure is simple, clear, and preferred in professional settings because it is easy to follow
and visually organized. Below is a detailed explanation of the layout of a formal letter in
paragraph format.

1. Sender’s Details (Letterhead or Address Block)

The letter begins with the sender’s information, which may be printed on a company letterhead
in official correspondence. If no letterhead is used, the sender’s name, address, phone number,
and email are mentioned at the top left. This information tells the recipient who is sending the
letter and provides contact details for follow-up.

2. Date

The date of writing the letter is placed below the sender’s address, aligned to the left. It is
written in a standard format such as “23 October 2008” rather than using numbers only (e.g.,
23/10/08), to avoid confusion in international communication. The date is important for record-
keeping and reference.

3. Recipient’s Details

Next comes the recipient’s name, designation, organization name, and full address, also aligned
to the left margin. This section identifies exactly who the letter is intended for and ensures it
reaches the correct person. Including the designation adds formality and avoids ambiguity.

4. Subject Line

The subject line is a brief, precise statement of the purpose of the letter. It is usually written in
bold or capitalized to stand out and is placed one line below the recipient’s address. A clear
subject line helps the reader quickly understand the letter’s main point before reading the full
content.

5. Salutation

The salutation is the greeting used at the beginning of the letter, such as Dear Mr. Sharma or
Dear Professor Rao. In a formal setting, titles and surnames are used, and first names are
avoided unless there is a close professional relationship. If the recipient’s name is unknown,
“Dear Sir/Madam” is used.

6. Body of the Letter

The body is the main content of the letter, divided into paragraphs for clarity.

 Opening Paragraph: States the purpose of the letter directly and politely.
  Middle Paragraph(s): Provide details, explanations, and supporting information
related to the subject.
 Closing Paragraph: Summarizes the message, specifies the desired action, and ends
with a courteous closing remark.

The tone should remain professional, concise, and free from grammatical errors.

7. Complimentary Close

This is the polite ending to the letter, placed one line below the last paragraph. Common
closings include Yours sincerely (when you know the recipient’s name) or Yours faithfully
(when the name is unknown). The closing is followed by a comma.

8. Signature Block

The sender’s handwritten signature is placed between the complimentary close and the typed
name. Below the name, the sender’s designation is mentioned, and sometimes the department
or company name is also included.

9. Enclosures (if any)

If additional documents are attached with the letter, they are listed under the heading
“Enclosures” or “Encl.” at the bottom left. This ensures the recipient is aware of the attached
documents.

10. CC (Carbon Copy)

If copies of the letter are being sent to other individuals for their information, their names or
designations are mentioned after “CC” at the bottom of the letter.

This full-block style layout is efficient because it avoids unnecessary formatting elements and
keeps all information aligned neatly to the left. It not only presents a professional image but
also ensures the recipient can quickly locate essential information.
 2. Writing Email Messages
Emails in offices are treated as a formal mode of communication, unlike the emails that you
write to your friends or family. For example, you might write, ‘So, what’s up’ to your friend,
but you will write, ‘So, how are you doing?’ in an official communication. At the workplace,
it is important to keep in mind that emails are a formal communication medium.

Emails have high legal importance, and therefore, your choice of words, language, and subject
is of great importance. Writing or forwarding messages that are political or touch upon subjects
or themes that spread religious hatred or favour terrorism is treated with ‘zero’ tolerance by
employers. Even receivers may choose to take serious action if they find the content offensive.
Emails can jeopardize your career, and employees have been known to face huge
embarrassments because of them.

Apart from legal risks, there are issues of confidentiality and security. Clients are extremely
particular about leakage of sensitive information, and companies, including giant corporations,
have reported data theft.

If you ever thought that emails are always private or extremely confidential, you are wrong.
Almost all firms monitor inward and outgoing email messages of their employees at random.
They can scrutinize all the documents that you send or receive.

Advantages and Disadvantages of Emails

The advantages of emails are as follows:

 Busy people can easily connect with one another through emails. They can open, read,
and respond to emails at their own convenience.
 They save a lot of time.
 Emails facilitate communication between many people.
 It is extremely cost-effective and has legal sanction.

The disadvantages are as follows:

 Many junk, unwanted emails flow into the inbox. Often, people in senior positions
ignore emails and do not respond to them.
 It is inadequate for longer messages and bigger audience groups.
 It is not confidential.
 You cannot express emotions through it as well as you can do when you speak to
someone.

Basics of Email Writing

An email has five important parts.

 Recipient’s address — This is the address of the person who receives the email. The
recipient will either have to take a decision or act upon the email. You can include the
email IDs of all the primary recipients associated with the issue on which you are
drafting the email.
  CC — ‘CC’ stands for ‘courtesy copy’. It is the email addresses of the people who are
not directly but indirectly involved in the matter pertaining to the message. As a
sender, you might just want to keep them informed or aware of the events taking
place. For example, you would mark a courtesy copy to your manager when you are
dealing with a client.
 BCC — ‘BCC’ stands for ‘blind courtesy copy’. When a sender places someone’s
email address in space provided for BCC, the recipients (whose email addresses are
given in the space provided for CC) will not be able to know to whom the email is
also being sent. However, in formal situations, you should avoid sending messages
with email addresses in the BCC box, without the primary recipients knowing to
whom the email is also being sent.
 Subject — The subject line alerts the recipient to the contents of a message and
should be crisply worded. You should not send emails without subject lines or with
subject lines that is not relevant to the content of the messages.
 Content — The content of the email is its main subject matter. You have the option
of attaching documents and other material that support the content of your email.

While you are writing emails, follow the three golden rules:

 Be precise and clear.

 Be accurate in conveying the information that you are sharing.
 Maintain email etiquette and professionalism.

Sample E-Mail Format

To: [email protected]
CC: [email protected]
BCC: —
From: [email protected]
Subject: Submission of Quarterly Sales Report – Q2 FY 2025-26
Dear Mr. Ramesh Kumar,

As per the reporting schedule, please find attached the Quarterly Sales Report for Q2 (April
– June 2025) of the Western Region. The report contains detailed sales figures, client
acquisition data, and target achievement analysis for your review.

Kindly confirm receipt of the document. If any clarification or additional information is

required, I will be happy to provide the same at the earliest.

Attachment: Q2_WesternRegion_SalesReport.pdf

Looking forward to your acknowledgment.

Regards,
Vikram Singh
Sales Manager – Western Region
ABC Group Pvt. Ltd.
Mobile: +91-9876543210
Email: [email protected]
 Sample E-Mail #2

To: [email protected]
CC: [email protected]
BCC: —
From: [email protected]
Subject: Intimation of Annual Maintenance Shutdown – Server Room
Dear Team,

This is to inform you that the Annual Maintenance Shutdown of our main server room is
scheduled for Saturday, 17th August 2025, from 9:00 a.m. to 5:00 p.m. During this period,
all network services, including email and intranet access, will remain unavailable.

You are requested to save your work and log off from your systems before leaving office on
Friday, 16th August 2025, to avoid any data loss. Normal services will resume by Monday,
18th August 2025.

For any urgent IT requirements during the downtime, please contact Mr. Arjun Patel (IT
Officer) at +91-9876001122.

Regards,
Priya Nair
Head – IT Department
XYZ Industries Ltd.
Email: [email protected]
 Goodwill Messages
Goodwill messages are positive, courteous, and empathetic communications intended to build
and strengthen relationships, enhance morale, and foster a sense of goodwill among individuals
or organizations. Unlike routine or transactional messages, goodwill messages are not sent to
convey instructions or request actions, but rather to express appreciation, congratulations,
sympathy, recognition, or well-wishes. They play a vital role in maintaining a positive image,
creating rapport, and reinforcing trust in both professional and personal settings. Common
examples include congratulating a colleague on a promotion, thanking a client for their support,
sending holiday greetings, or expressing concern during a difficult time. These messages are
usually warm, sincere, and personalized, ensuring that the recipient feels valued and respected.

Goodwill E-Mail

To: [email protected]
CC: [email protected]
BCC: —
From: [email protected]
Subject: Heartfelt Thanks for Your Exceptional Efforts – Project Zenith
Dear Team,

I would like to take this opportunity to express my sincere appreciation for your outstanding
dedication and hard work during the successful completion of Project Zenith. Your
commitment, teamwork, and innovative approach have set a remarkable benchmark for
excellence in our organization.

This achievement is the result of collective effort, long hours, and the determination to
deliver nothing but the best. We are proud to have such a talented and committed team that
consistently goes above and beyond expectations.

As a token of appreciation, the company has arranged a celebratory lunch for all team
members on Friday, 22nd August 2025, at 1:00 p.m. in the Executive Dining Hall. We hope
this small gesture conveys our gratitude for your exceptional contributions.

Thank you once again for making Project Zenith a grand success. We look forward to many
more milestones together.

Warm regards,
Priya Nair
Head – IT Department
XYZ Industries Ltd.
 INFORMAL MESSAGES ON E-PLATFORMS
Informal messages on e-platforms are casual, conversational communications exchanged
through various digital channels to share information, express opinions, entertain, or connect
with audiences in a relaxed manner. Unlike formal communication, which follows strict
formats and professional tone, informal communication on e-platforms allows for more
flexibility, personal expression, and creativity. Such platforms include messaging services like
WhatsApp, Telegram, or Messenger, social media microblogging sites such as Twitter (X),
blogging websites like WordPress or Blogger, and audio-based platforms like Podcasts.
While these are informal, they still require clarity, coherence, and adherence to platform-
specific etiquette to effectively engage the intended audience.

1. Messaging Service Platforms (Example: WhatsApp)

Messaging service platforms allow instant, direct, and interactive communication. They are
widely used for personal chats, group discussions, sharing images/videos, and quick updates.
Informal messages on such platforms often include emojis, abbreviations, GIFs, and voice
notes, making them engaging and easy to understand.

Layout for Informal Messaging Service Platform Messages:

1. Greeting/Salutation – Casual, friendly tone (Hi, Hey, Hello, etc.)

2. Main Message – The core information or update (can be conversational).
3. Call to Action (if needed) – Requesting response or action in a friendly way.
4. Closure – Friendly sign-off (See you, Take care, etc.).

(Informal Message on WhatsApp)

Hi Guys!

Quick update – I’ve booked a table for all of us at Café Aroma this Friday, 8 PM. The
place has live music 🎸 and a great new menu.

Let’s meet by 7:45 so we can settle in before the band starts.

Also, if anyone’s running late, just drop a text here so we can keep your seat.

Really looking forward to some laughs, coffee, and catching up after such a long time!

See You Soon,

– Neel
 BLOGS , PODCASTS & TWITTER (MICROBLOGGING)

Blogs are long-form, informal yet structured posts shared on platforms like Blogger,
WordPress, or Medium. They are used to share personal experiences, opinions, tips, or stories
with a wide audience. Twitter (X), on the other hand, is a microblogging site with a 280-
character limit, focusing on concise, engaging, and timely updates.

Blog Layout (Reminder)

1. Title
2. Introduction
3. Body (sections/points)
4. Conclusion
5. Call to Engage Audience
A Weekend in Goa – Beaches, Food & Sunsets

Intro:
Goa isn’t just a destination; it’s an emotion that wraps you in sunshine, salty air, and the
rhythmic sound of waves crashing on the shore. Last weekend, I decided to take a much-
needed break from the city’s chaos, endless deadlines, and buzzing traffic to spend two days
soaking in the sea breeze. The plan was simple – no rigid itinerary, no rush, just good food,
beautiful beaches, and letting the days’ flow at their own pace.

Day 1:
The day began with an early flight to Goa, and by 8:30 a.m., I was already breathing in that
familiar warm, tropical air. I headed straight to Café Chill, a quaint French-style café tucked
away amidst lush greenery. Their freshly baked croissants and a cup of aromatic coffee set
the perfect tone for the day.

Post breakfast, I made my way to Anjuna Beach – famous for its golden sand, vibrant shacks,
and laid-back vibe. I found a comfortable spot under a beach umbrella. The afternoon was
spent dipping my toes in the water, people-watching, and occasionally reading a book while
reggae music floated in the background from nearby cafés. As the sun began to dip, I walked
along the shoreline, watching the sky paint itself in shades of orange and pink. Dinner was
at a small seaside shack.

Day 2:
I started the morning with a peaceful stroll along Baga Beach, catching the early fishermen
returning with their boats. The beach was calm, the air cool, and the only sounds were the
waves and the occasional call of seabirds.

By mid-morning, I headed to the Anjuna Flea Market. Rows of colorful stalls offered
everything from handmade jewellery and bohemian clothing to spices and souvenirs.

The highlight of the trip came in the evening, watching the sunset from Chapora Fort. The
short trek up to the fort was worth every step. From the top, the panoramic view of the
Arabian Sea was breathtaking. As the sun slowly dipped below the horizon, it cast a golden
glow over the water, creating a scene straight out of a postcard.

Dinner that night at a popular beach shack – grilled sandwich, garlic bread, and a soft drink.

(Conclusion)
Two days in Goa may not sound like much, but sometimes, all you need is a short trip to feel
alive again. The combination of warm sunshine, the sound of waves, flavourful food, and a
relaxed pace has a way of recharging the soul. Goa isn’t just about beaches – it’s about
moments that make you forget time and live fully in the present.

(Call to Engage Audience)

Have you been to Goa? Which is your favourite beach or sunset spot there? Share your
experiences in the comments – I’d love to hear your Goa stories!

(Sample Informal Blog)

3. Podcasts

Podcasts are audio-based informal communication channels where creators discuss topics in a
conversational style, often inviting guests, telling stories, or sharing opinions. They can be
casual or semi-formal, depending on the target audience.

Layout for Podcast Episode:

1. Opening/Greeting – Friendly welcome and episode introduction.

2. Topic Introduction – What will be discussed and why it’s relevant.
3. Main Discussion – The core content, possibly with guest interviews or stories.
4. Recap – Summary of main points.
5. Closing/Sign-Off – Thanking listeners, encouraging them to subscribe, follow, or
share.

Sample Podcast Script Template:

Podcast Script: The Coffee Break Chat – “AI: Friend, Foe, or Future?”

Episode: AI – Friend, Foe, or Future?

Neha (Host):

Hey everyone, welcome back to The Coffee Break Chat – your daily dose of stories and
conversations. I’m your host, Neha, and today we’re diving into a hot topic that’s shaping
our world every single day – Artificial Intelligence. Is it our friend, our competitor, or the
future we’re heading toward? To help us explore this, I’ve invited Rahul Kapoor, a data
scientist from Bengaluru. Welcome, Rahul!

Rahul (Guest):
Thanks, Neha! Excited to be here. I’ve got my coffee ready too, so it’s the perfect setup.

Neha:
(laughs) That’s the spirit! Let’s start with the basics. AI is a buzzword everyone uses, but
not everyone understands. Rahul, how would you explain AI to someone in simple terms?

Rahul:
Great question. I like to say AI is like teaching computers to think and learn the way humans
do. But the difference is, they don’t get tired, they don’t need sleep, and they can process
data a million times faster.

Neha:
So basically, like a super brain that never needs coffee breaks?

Rahul:
Exactly! (laughs) But here’s the thing—it doesn’t “replace” our brains. Think of AI as a
bicycle for the mind. It helps you go farther and faster, but you’re still steering.

Neha:
I love that analogy. Now, AI is everywhere—from voice assistants like Siri and Alexa to
Netflix suggesting what I should binge next. But beyond convenience, where else is AI
making a difference?

Rahul:
It’s massive in healthcare. AI can look at X-rays and spot diseases earlier than doctors
sometimes. It’s used in finance to detect fraud, in agriculture to predict weather for farmers,
even in education where students use AI tools to learn languages faster.

Neha:
That sounds amazing! But… here’s the flip side. People are scared too, right? Job losses,
privacy, even robots taking over. Should we be worried?

Rahul:
I’d say cautious, not fearful. Jobs will change, yes—routine tasks may be automated—but
new jobs will also emerge. The bigger issue is ethics: making sure AI is fair, transparent, and
used responsibly. Because if we feed biased data into AI, it can make unfair decisions.
 Neha:
That’s important to remember. It’s like a mirror—it reflects what we put into it.

Rahul:
Exactly. The technology itself isn’t “good” or “bad.” It depends on how we use it.

Neha (Recap):
So today we learned that AI is already in our daily lives—whether it’s helping doctors,
assisting farmers, or just recommending your next Spotify playlist. It’s powerful, but it needs
to be used wisely.

Neha (Closing):
Rahul, thank you so much for joining us!

Rahul:
My pleasure, Neha. Always happy to chat about AI.

Neha:
And thank you listeners for tuning in to The Coffee Break Chat. Don’t forget to subscribe,
leave a review, and share this episode with your tech-savvy friends. Until next time, keep
sipping and keep shining!

Writing on Twitter (X)

In the digital era, social media platforms have transformed how individuals and organizations
communicate. X (formerly Twitter) is one of the most widely used microblogging platforms,
known for its brevity, speed, and informal style of interaction. It allows users to post short
updates, called tweets or posts, which may include text, hashtags, images, GIFs, videos, polls,
or links. With a character limit of 280, users are encouraged to be concise and impactful,
making the platform ideal for short, informal messages.

Unlike formal written communication, informal messages on X are conversational in tone.

They often use hashtags (#) to connect with trending topics, mentions (@username) to
directly tag other users, and emojis to add personality and emotional appeal. These features
make X a popular medium for real-time interaction, quick updates, humor, opinions, and
sharing personal experiences.

From a communication studies perspective, X is significant because it combines brevity,

clarity, and interactivity. Informal posts here are often written in a casual, engaging style
similar to everyday conversation. They can express ideas, celebrate achievements, start
discussions, or respond to viral trends. However, despite its informality, the platform carries
weight—one short post can influence public opinion, shape personal or organizational image,
or create misunderstandings if not written carefully.

For students and professionals, X serves as a dynamic tool for learning, networking, and
sharing thoughts informally while still being mindful of appropriateness. It is a platform where
informal expression can also contribute to personal branding, academic sharing, or professional
growth if used responsibly.

Samples
 Negative Messages: Direct and Indirect

In business communication, negative messages are those that convey unfavorable or

disappointing information such as refusals, denials, rejections, or announcements of policies
that may not meet the expectations of the receiver. Since these messages directly affect the
emotions, decisions, or satisfaction of the audience, their delivery requires sensitivity,
professionalism, and clarity. Two common strategies are used in writing negative messages:
the direct approach and the indirect approach.

The direct approach presents the negative news at the beginning of the message, followed by
a short explanation and then a closing that is neutral or forward-looking. This method works
best when the audience expects the message, when the matter is routine or less personal, and
when clarity is more important than diplomacy. The main advantage of this approach is that it
saves time and avoids confusion, but it may come across as blunt if not carefully worded. For
instance, in a recruitment scenario, a direct message may state:

“Your application for the position of Marketing Executive has been carefully reviewed.
Unfortunately, you were not selected for the role. We thank you for your interest and
encourage you to consider applying for future openings at our company.” This example is
straightforward, clear, and leaves no room for misunderstanding while still showing courtesy.

The indirect approach, on the other hand, delays the delivery of the bad news until the
audience is prepared to receive it. It usually begins with a neutral or positive buffer, provides
the rationale or background leading to the decision, and then states the negative information
tactfully before closing with goodwill or suggesting alternatives. This approach is most suitable
when the news may cause disappointment, when the audience values relationship preservation,
or when the message is likely to come as a surprise. Although this strategy takes longer, it
softens the impact of the negative news and helps to maintain goodwill. An example of an
indirect negative message in the same context could be:

“Thank you for your keen interest in our Marketing Executive position and for the effort you
put into your application. We received a very large number of strong applications, and after a
careful review, we had to make some difficult decisions. At this time, we have selected another
candidate. However, we were impressed by your skills and encourage you to apply for future
opportunities with our organization.” In this case, the receiver is eased into the message,
reducing the likelihood of emotional resistance.

Choosing between direct and indirect approaches depends on the context, the severity of the
news, the cultural background of the audience, the urgency of the matter, and the long-term
value of the relationship. In all cases, negative messages should use a polite tone, avoid overly
harsh words, and wherever possible, provide alternatives or positive suggestions. A skillfully
written negative message ensures that while the unfavorable information is delivered, the
dignity of the receiver is preserved and the reputation of the sender or organization remains
unharmed.

Negative messages are not limited to one medium of communication; they can be
conveyed through a variety of channels depending on the situation and the relationship
between the sender and the receiver. Traditionally, business letters have been a formal
means of communicating such messages, especially when documentation is required or
when the matter carries legal or official weight. In the modern context, e-mails are the
most common platform for delivering negative information because of their speed,
convenience, and ability to maintain a written record. Apart from these, negative
messages may also be communicated through internal memos, official reports, or spoken
interactions such as meetings, interviews, and telephone calls. The choice of medium
depends on factors such as the sensitivity of the message, the urgency of communication,
the level of formality required, and the potential impact on the relationship between the
parties.

Direct Negative Message – Letter

STAR VISION ENTERPRISES LTD.
Company Address: 102, Crystal Towers, Marine Drive, Mumbai – 400020
Telephone: +91-9988776655 | Fax: +91-22-44444444
Website: www.starvisionindia.com
----------------------------------------------------------------------------------------------------------------------------------
Ref. No. SVEL/2025-26/2215 Date :06-09-2025

To
Mr. Rohan Mehta
Assistant Manager – Sales
Star Vision Enterprises Ltd.
Mumbai – 400020

Subject: Decision on Application for Leave Extension

Dear Mr. Mehta,

We acknowledge your application requesting an extension of leave beyond the sanctioned

period. After reviewing departmental workload and urgent project deadlines, we regret to
inform you that the extension cannot be approved at this time. You are required to resume
duty on the pre-approved date without delay.

We appreciate your commitment to balancing personal and professional responsibilities and

are confident of your cooperation in ensuring the smooth functioning of the department.

Sincerely,

Mr. Satish Sharma

Human Resource Manager
Star Vision Enterprises Ltd.
 Direct Negative Message – E-Mail
To: [email protected]
From: [email protected]

Subject: Outcome of Your Application for Marketing Executive Position

Dear Mr. Verma,

Thank you for applying for the position of Marketing Executive at Star Vision Enterprises
Ltd. After careful consideration of your application and interview performance, we regret to
inform you that you have not been selected for the role.

We appreciate the time and effort you invested in the application process and encourage you
to apply for future openings that may match your skills and experience.

Sincerely,

Mr. Satish Sharma

Human Resource Manager
Star Vision Enterprises Ltd.

Indirect Negative Message – Letter

STAR VISION ENTERPRISES LTD.
Company Address: 102, Crystal Towers, Marine Drive, Mumbai – 400020
Telephone: +91-9988776655 | Fax: +91-22-44444444
Website: www.starvisionindia.com
----------------------------------------------------------------------------------------------------------------------------------
Outward No. SVEL/2025-26/510 Date: 2 September 2025

To
Mr. Kunal Shah
Flat No. 304, Silver Leaf Apartments
Andheri (E), Mumbai – 400059

Subject: Response to Your Refund Request

Dear Mr. Shah,

We sincerely appreciate your continued patronage of Star Vision Enterprises Ltd. and the
trust you have placed in our products. Your feedback and suggestions always help us
improve our services.

We understand your concern regarding the recently purchased electronic item. After
reviewing your request, we found that the warranty terms allow for replacement of defective
items within the specified period but do not cover refunds. Since the product you purchased
falls under this category, we regret that we cannot process a refund at this time.

However, we would be glad to offer you a free replacement or service at no additional cost.
Our customer care team will contact you within 24 hours to guide you through the
replacement process.

We value your relationship with us and assure you of our best service always.

Sincerely,

Mr. Satish Sharma

Manager – Customer Relations
Star Vision Enterprises Ltd.

Indirect Negative Message – E-mail # Sample 1

To: [email protected]
From: [email protected]

Subject: Response to Your Refund Request

Dear Mr. Shah,

Thank you for choosing Star Vision Enterprises Ltd. and for reaching out with your concern
regarding the product you recently purchased. We always aim to provide our customers with
the best quality and service.

Upon reviewing your request, we found that the terms of our warranty allow for the
replacement of defective items within the covered period but do not provide for direct
refunds. In this case, we are unable to process a refund. However, we would be happy to
offer you a replacement or free servicing of the product.

Our customer support team will contact you shortly to assist you with the process. We
appreciate your understanding and continued trust in our company.

Sincerely,

Mr. Satish Sharma

Manager – Customer Relations
Star Vision Enterprises Ltd.
 Indirect Negative Message – E-mail # Sample 2
To: [email protected]
From: [email protected]

Subject: Training Program Nomination – Review Outcome

Dear Ms. Nair,

We appreciate your nomination for the Advanced Leadership Training Program and
acknowledge the commitment you have shown toward enhancing your professional skills.

As the number of seats this year is limited and reserved for senior managers, your
nomination could not be accepted for this particular program. While we regret this, we are
pleased to inform you that the “Emerging Leaders Workshop” will be conducted next
month, which is highly relevant to your career stage. We will be glad to prioritize your
participation in this workshop.

Your dedication is truly valued, and we look forward to supporting your growth journey in
the organization.

Sincerely,

Mr. Satish Sharma

Head – Human Resources
Star Vision Enterprises Ltd.

Persuasive Messages

In business communication, not all messages are neutral or routine; some are designed to
influence the attitudes, beliefs, or actions of the audience. These are known as persuasive
messages. A persuasive message is one in which the sender attempts to convince the receiver
to accept a proposal, change a viewpoint, or take a specific action. Unlike routine
communication, persuasive messages require careful planning, a strong understanding of the
audience, and a clear appeal that motivates action. They are widely used in professional settings
such as sales communication, fundraising appeals, internal proposals, promotional campaigns,
and even workplace requests for policy changes.

The essence of persuasion lies in balancing logic and emotion. A message that appeals only
to facts may appear dry, while one that relies only on emotions may lack credibility. Therefore,
persuasive communication often combines evidence, reasoning, and emotional appeal to gain
the receiver’s agreement.

A persuasive message generally follows a structured approach. It often begins with an

attention-grabbing opening that highlights a need, problem, or benefit. This is followed by the
body, where the sender presents strong evidence, facts, or reasoning to support the proposal.
The message then builds credibility by demonstrating expertise, goodwill, or trustworthiness.
Finally, it includes a call to action, urging the reader to take the next step—whether it is making
a purchase, approving a request, or adopting a new idea.
One widely used model in persuasive communication is the AIDA approach—Attention,
Interest, Desire, and Action. The first step is to capture the reader’s attention through a
compelling statement, question, or example. Next, the message must sustain interest by
providing relevant details or addressing the audience’s needs. Desire is created by showing
how the proposal benefits the receiver, often through testimonials, guarantees, or evidence of
success. Finally, the message closes with a clear request for action, such as “sign up today,”
“approve the proposal,” or “contact us to learn more.”

Tone plays a crucial role in persuasion. Messages should be positive, respectful, and confident
without appearing forceful. Overly aggressive persuasion can create resistance instead of
agreement, while excessively weak persuasion may fail to motivate action. Good persuasive
messages also anticipate possible objections and address them tactfully within the
communication.

Persuasive messages may be conveyed in different formats depending on the situation: formal
business letters, e-mails, proposals, reports, advertisements, or even oral presentations. For
example, a manager might write a persuasive e-mail to employees encouraging participation in
a training program by emphasizing career benefits. Similarly, a company might use persuasive
advertising to convince customers about the unique features of a product.

In summary, persuasive messages are powerful tools in business communication. They are not
just about convincing someone to agree but about building a logical and emotional case that
aligns with the interests of the receiver. When crafted effectively, persuasive messages create
win-win outcomes, helping organizations achieve goals while also addressing the needs and
expectations of the audience.

Sample Persuasive Letter

STAR VISION ENTERPRISES LTD.

Company Address: 102, Crystal Towers, Marine Drive, Mumbai – 400020
Telephone: +91-9988776655 | Fax: +91-22-44444444
Website: www.starvisionindia.com
---------------------------------------------------------------------------------------------------------------------------------

Outward No. SVE/2025-26/601 Date: 7 September 2025

To
The Human Resource Manager
Star Vision Enterprises Ltd.
Mumbai – 400020

Subject: Proposal to Introduce an Employee Wellness Program

Dear Sir/Madam,

I am writing to propose the introduction of a structured employee wellness program at Star

Vision Enterprises Ltd. As you know, our employees are our greatest asset, and their well-
being directly impacts productivity, morale, and retention. With rising workplace stress and
health concerns, implementing a wellness initiative would be a strategic step in strengthening
our organizational culture.

Recent studies show that companies with wellness programs report a 25% reduction in
absenteeism and a 15% increase in overall productivity. By offering periodic health check-
ups, stress management workshops, and fitness activities, we can ensure that our employees
remain physically fit and mentally motivated. Moreover, wellness programs are increasingly
seen as an important factor in attracting and retaining top talent in a competitive market.

I request your kind approval to initiate a pilot wellness program next quarter. We may begin
with monthly yoga sessions and health awareness seminars, which can be managed within
the existing HR budget. This initiative will not only enhance employee satisfaction but also
project our company as a caring and forward-looking employer.

I look forward to your positive response and would be happy to discuss the details further
at your convenience.

Sincerely,

Mr. Rahul Malhotra

Department Head – Operations
Star Vision Enterprises Ltd.

Sample Persuasive E-Mail

To: [email protected]
From: [email protected]

Subject: Be the First to Experience Our Next Innovation – Exclusive Invite

Dear Mr. Verma,

We are excited to announce the launch of our new SmartVision Pro device, designed to
transform the way you connect with technology. With cutting-edge AI features, enhanced
speed, and a sleek design, this product sets a new benchmark in innovation.

As one of our valued customers, we would like to personally invite you to the exclusive
launch event on 20th September 2025 at The Grand Hyatt, Mumbai. At the event, you will
have the opportunity to experience the SmartVision Pro firsthand, interact with our product
experts, and enjoy special launch-day offers available only to attendees.

Seats are limited, and we want you to be among the first to explore this exciting innovation.
Please confirm your participation by registering at www.starvisionindia.com/events

We look forward to welcoming you at the event and sharing this milestone with you.
Warm regards,
Priya Nair
Marketing Executive
Star Vision Enterprises Ltd.

Request Letter to Various Stakeholders

BRIGHT FUTURE SOLUTIONS PVT. LTD.

Company Address: 45, Sunrise Arcade, Green Valley, Mumbai – 400051
Telephone: +91-9876543210 | Fax: +91-22-55555555
Website: www.brightfutureindia.com | Email: [email protected]

Outward No. BFS/2025-26/1521 Date: 18 August 2025

To

Mr. Satish Sharma

The Stakeholder
B/25, Surya Complex
S.V.Road,
Mumbai – 400051

Subject: Request for Support and Collaboration in Upcoming Initiatives

Dear Sharma,

We are writing to seek your valuable support and cooperation in our upcoming initiatives
aimed at expanding business operations, enhancing employee development, and
strengthening community engagement.

As an organization committed to innovation and sustainable growth, we are launching new

projects in digital transformation, skill development, and corporate social responsibility.
Your continued collaboration is essential in helping us achieve these goals effectively. We
would highly appreciate your contribution in terms of guidance, expertise, and resource-
sharing, which will benefit both the company and the community we serve.

We kindly request you to extend your support and join hands with us in making these
initiatives impactful. We look forward to your positive response and active participation.

Regards,
Signature
Mr. Rohan Mehta
Managing Director
Bright Future Solutions Pvt. Ltd.
Contact: +91-9876543210 | Email: [email protected]
 Enclosures: Annual Strategic Plan 2025–26
CC: Project Heads, HR Department

REQUEST LETTER TO CLIENTS

BRIGHT FUTURE SOLUTIONS PVT. LTD.
45, Sunrise Arcade, Green Valley, Mumbai – 400051
Telephone: +91-9876543210 | Fax: +91-22-55555555
Website: www.brightfutureindia.com | Email: [email protected]

Outward No. BFS/2025-26/1521 Date: 18 August 2025

To
Mr. Rohan Mehta
A/1108, Skyview Apartment
M.G. Road
Mumbai – 400051

Subject: Request for Collaboration in New Service Initiatives

Dear Mr. Mehta,

We sincerely thank you for your trust and partnership with Bright Future Solutions. As part
of our continuous effort to provide you with enhanced services, we are launching new digital
and customer-centric solutions this year.

We request your kind cooperation in adopting these solutions, sharing feedback, and
participating in pilot projects. Your input will help us refine our offerings and ensure
maximum value to your business.

We look forward to strengthening our collaboration and delivering innovative services.

Regards,
Signature
Mr. Rohan Mehta
Managing Director
Bright Future Solutions Pvt. Ltd.
Contact: +91-9876543210 | Email: [email protected]

Enclosures: New Services Brochure 2025

CC: Sales & Marketing Department

What is a Sales Letter?

A sales letter is a type of business communication written with the purpose of persuading the
recipient to purchase a product, service, or idea. Unlike routine or request letters, a sales letter
is promotional in nature and focuses on attracting attention, generating interest, building desire,
and motivating action (often explained through the AIDA model – Attention, Interest, Desire,
Action). It is a key tool in direct marketing and is used to establish a direct connection with
prospective customers.

Types of Sales Letters

Introductory Sales Letter

Sent to introduce a new product, service, or business to potential customers.

Product/Service Promotion Letter

Specifically designed to promote a particular product or service highlighting its features and
benefits.

Seasonal/Discount Offer Letter

Used to inform customers about special offers, seasonal discounts, or clearance sales.

Follow-up Sales Letter

Sent after initial contact to remind or encourage the recipient to take action.

Thank-you Sales Letter

Expresses gratitude to customers for their purchase and subtly promotes future sales.

ECOPURE APPLIANCES PVT. LTD.

123 Harmony Plaza, Andheri East, Mumbai – 400059
Telephone: +91-9988776655 | Fax: +91-22-44455566
Website: www.ecopure.com

Outward No. EPA/2025-26/1552 Date: 18 August 2025

To
Mr. Anil Sharma
A-56, Green Park
New Delhi – 110016

Subject: Special Launch Offer on EcoPure Water Purifiers

Dear Mr. Sharma,

We are delighted to introduce our newly launched EcoPure Advanced Water Purifier,
designed with the latest nano-filtration technology to ensure 100% safe and healthy drinking
water for your family. With rising concerns about waterborne diseases, EcoPure offers you
peace of mind through purity, affordability, and durability.

For a limited time, we are offering an exclusive 20% discount on all new purchases made
before 30th August 2025. In addition, each purchase comes with one year of free
maintenance service and a complimentary water testing kit.
 EcoPure Appliances has always believed in delivering products that combine health,
innovation, and eco-friendliness. This new purifier not only ensures safe water but also saves
up to 40% of electricity compared to conventional models.

We encourage you to take advantage of this special offer and experience the perfect blend
of technology and care for your family. To place an order, simply call us at +91-9988776655
or visit our website www.ecopureindia.com

Regards,

Signature

Ms. Kavita Menon

Head – Sales & Marketing
EcoPure Appliances Pvt. Ltd.
Email: [email protected]

Complaint Letter
A complaint letter is a formal type of business correspondence written by a customer, client,
or organization to express dissatisfaction regarding a product, service, or experience. It
highlights the issues faced, such as defective goods, poor service, delayed delivery, billing
errors, or breaches of agreement, and requests corrective action from the concerned party. The
main purpose of a complaint letter is not only to register a grievance but also to seek redressal
in a professional and polite manner, ensuring that business relationships are maintained while
resolving the problem. Complaint letters can be classified into different types. A personal
complaint letter is written by an individual to express dissatisfaction with a product or service.
A business-to-business complaint letter is exchanged between companies to address issues
such as damaged consignments, delays, or contract violations. A consumer complaint letter
is sent by a buyer to a manufacturer, retailer, or service provider demanding a refund,
replacement, or compensation. Another type is the routine complaint letter, which deals with
common issues like defective goods or incorrect bills, while a policy complaint letter
challenges broader issues like unfair terms, poor company practices, or legal violations.
Regardless of type, effective complaint letters remain polite, precise, and solution-oriented to
ensure positive outcomes.

Essential Elements of a Complaint Letter

1. Sender’s Details – Name, address, contact number, and email (so the recipient can
respond quickly).
2. Date – The date on which the complaint letter is written.
3. Recipient’s Details – Name, designation, company/organization, and address.
4. Subject Line – A clear and concise subject that mentions the purpose (e.g., “Complaint
Regarding Damaged Paint Tins – Invoice No. CW/4587/25”).
 5. Reference Details – Invoice number, order number, purchase date, or account number
for easy identification of the transaction.
6. Introduction/Reason for Writing – State why you are writing the letter and briefly
explain the issue.
7. Details of the Complaint – Describe the problem clearly (e.g., product damaged,
service delayed, bill incorrect) with exact facts, numbers, and evidence.
8. Impact of the Issue – Explain how the problem has affected you (e.g., financial loss,
inconvenience, unsellable goods, breach of trust).
9. Action Requested – Clearly mention what you expect (refund, replacement, repair,
apology, policy change, etc.).
10. Timeframe for Response – Politely set a reasonable deadline for action (e.g., “within
7 working days”).
11. Supporting Documents – Mention enclosures like invoice copies, photos, receipts, or
contracts as proof.
12. Polite Closing – Even if dissatisfied, maintain courtesy (e.g., “We hope this issue will
be resolved promptly to maintain our business relationship.”).
13. Signature – End with your name, designation, and signature.

SUNRISE HOME DÉCOR PVT. LTD.

23, Elegant Tower, Ashram Road, Ahmedabad – 380009
Phone: +91-9876543210 | Email: [email protected]

Outward No. SHD/2025-26/1245 Date: 18 August 2025

To
The Sales Manager
ColorWorld Paints Ltd.
Plot No. 112, Industrial Estate, Thane – 400601

Subject: Complaint Regarding Damaged and Leaking Paint Tins (Invoice No. CW/4587/25)

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding my recent order placed with your company,
vide Invoice No. CW/4587/25 dated 10 August 2025, which was delivered to us on 15 August 2025.
The order details are as follows:

1. Ocean Blue (5 tins of 10 liters each)

2. Sunset Orange (3 tins of 10 liters each)
3. Classic White (6 tins of 20 liters each)
4. Emerald Green (4 tins of 10 liters each)

Upon opening the shipment, we regret to inform you that three tins of Classic White (20 liters) and
two tins of Emerald Green (10 liters) were found in a damaged and leaking condition. The paint had
spilled out and the containers were dented, making them unsellable and unfit for use. Such conditions
 not only lead to financial loss but also tarnish our reputation with customers who rely on us for quality
products.

As per standard business practice and consumer protection guidelines, we request you to take
immediate action on this matter. Kindly arrange for either:

1. Full replacement of the damaged products at no extra cost, OR

2. Complete refund of the invoice amount related to the damaged tins.
Additionally, we request you to:

1. Instruct your logistics/dispatch team to ensure better packaging to prevent such issues in the
future.
2. Confirm the refund/replacement process within 7 working days of receiving this letter.
3. Bear any transportation or courier costs associated with returning the damaged products.

We value our association with your company and hope that this issue will be resolved at the earliest
to maintain goodwill and long-term business relations.

We look forward to your prompt response.

Yours sincerely,
Signature
Mr. Rajesh Patel
Purchase Manager
Sunrise Home Décor Pvt. Ltd.
Email: [email protected]

Follow-up Letter

A follow-up letter is written to remind or continue communication after an initial interaction

such as an order, inquiry, meeting, or complaint. Its purpose is to maintain contact, seek
updates, or push for the next step in the process.

NOVA INTERIORS PVT. LTD.

56 Elega Plaza, C.G. Road, Ahmedabad – 380009
Phone: +91-9876543210 | Email: [email protected]

Outward No. NIPL/2025-26/256 Date: 18 August 2025

To
The Sales Manager
StyleCraft Furniture Ltd.
Sector 22, Gurgaon – 122015

Subject: Follow-up on Order Placement – Invoice No. NI/214/25

Dear Sir/Madam,
 We are writing to follow up on our purchase order (No. NI/214/25) dated 5 August 2025 for
20 modular office chairs and 10 executive desks, which was acknowledged by your team on
7 August 2025.

As per our agreement, the consignment was expected to be delivered by 15 August 2025.
However, we have not yet received any update on the shipment status. Since these items are
urgently required for our new office setup, we kindly request you to provide us with the
delivery details at the earliest.

We value our business relationship and hope that the consignment will reach us without
further delay. Kindly confirm the updated timeline of delivery.

Yours sincerely,

Signature
Mr. Rohan Desai
Purchase Manager
Nova Interiors Pvt. Ltd.

Promotion Letter

An employer issues a promotion letter to inform an employee about their promotion to a higher
role or designation. It acknowledges their contribution, states the new designation, effective
date, and revised terms (if any).

GREENLEAF TEXTILES PVT. LTD.

45 Industrial Estate, Surat – 395007
Phone: +91-9977886655 | Email: [email protected]

Ref. No. GLT/2025-26/2546 Date: 18-8-2025

To
Mr. Ankit Sharma
Assistant Manager – Sales
GreenLeaf Textiles Pvt. Ltd.

Subject: Promotion to Deputy Manager – Sales

Dear Mr. Sharma,

We are pleased to inform you that in recognition of your consistent performance, dedication,
and valuable contributions to the company, the management has decided to promote you to
the position of Deputy Manager – Sales, effective 1 September 2025.

Your new role will include increased responsibilities such as handling key client accounts,
leading the regional sales team, and contributing to strategic decision-making in the Sales
Department.
 With this promotion, your revised compensation package will be communicated to you
separately by the HR Department. We trust that you will continue to demonstrate the same
level of commitment and excellence in your new role.

We congratulate you on this well-deserved promotion and wish you continued success in
your career with GreenLeaf Textiles Pvt. Ltd.

With best wishes,

Signature
Ms. Priya Nair
Head – Human Resources
GreenLeaf Textiles Pvt. Ltd.

Cover Letters

A cover letter is your mouthpiece written for your prospective employers, which tells them who
you are and your interest in joining a particular organization. The cover letter is important
because it is what is seen by your prospective employers first and creates the first impression
even before you get a chance to meet them.

You should, therefore, use it to:

 Market yourself
 Tell your prospective employers why you are the right person for the position
 Inform the prospective employers when you will contact them or your expectation of
their contacting you

Although resumes are important, the cover letter is even more important. Treat it as more than
just a correspondence between you and your prospective employers. Use conversational
language, as if you are talking to your prospective employers. You will also have to tell them
about your work experience and why you are suitable for the job. Be brief and precise, and
limit the cover letter to one page.

Format of Cover Letters

The ideal format for a cover letter depends on the company and the position you are applying
for. If you are applying to a creative company or an advertising firm, you might look at some
interesting ways to present your cover letter. You might provide links to some creative work
you have already done. However, for regular job profiles, it is best to follow the standard
format:
 Date : 23-08-2025

To
The HR Manager
Auto Works Inc.
M.G. Road, Pune - 4110054

From,
Mr. Rohan Desai
B/115 Skyview Apartment
S.V. Road, Mumbai – 110054

Dear Sir / Ma’am

Please accept this as my application for the position of Customer Services Manager with
AutoWorks Inc., as advertised in the Times of India newspaper dated 20-08-2025. Based on
the requirements stated in the ad, I believe that I am the kind of results-oriented, customer
service professional that AutoWorks is looking for.

My experience includes over 15 years of management experience in the customer service

area, the last five of those managing my own business operation. My abilities include:

 Effective recruitment, training, and supervision of staff.

 Excellent grasp of the principles of customer relationship management.
 Ability to lead an effective and productive team in a dynamic, multi-tasking
environment.

The enclosed resume provides more details on my experience, skills, and abilities.

When I read your advertisement, I was immediately excited by the vision and mission of
AutoWorks Inc. After checking out your impressive website, I knew right away that yours
is the kind of company I would like to contribute to. In fact, I think we are a perfect fit.

I will call your office early next week to schedule a meeting to discuss my qualifications and
how I can help AutoWorks better serve its customers.

Sincerely,
(Signature)

Tips for Writing a Cover Letter

1. Follow a direct approach.

2. Avoid verbosity and use simple words.
3. Be precise and do not use long-winding sentences.
4. Do not brag or sound self-centered.
5. Provide the complete address and contact details.
6. Check grammar and spellings.
7. Provide proper spacing between paragraphs.
8. Do not repeat information from the resume.
 9. Use conversational style with enthusiasm.
10. Use the right industry keywords.
11. Address the letter to the right person.
12. Do background research on the company.
13. Do not use the same cover letter for different jobs.
14. Achievements should be summarized in one paragraph.
15. Follow-up after sending the resume and cover letter.
16. Use good quality stationery and avoid handwritten cover letters

What is a Job Application Letter?

A Job Application Letter is a formal letter written by an individual to an employer expressing
interest in a job vacancy. It introduces the applicant, highlights qualifications, skills, and
experiences, and requests consideration for the job. A résumé or CV usually accompanies it
and provides a detailed explanation of why the candidate is suitable for the position.

It is often seen as the first formal communication between the applicant and the employer.

Difference between Job Application Letter and Cover Letter

Though both terms are often used interchangeably, there are subtle differences:

1. Job Application Letter

1. Broader and more detailed in content.

2. Often stands alone or is accompanied by a résumé.
3. Focuses on academic background, work experience, and suitability for the
role.
4. More formal and structured.

2. Cover Letter

1. Shorter and more focused than a job application letter.

2. Always accompanies a résumé/CV and introduces it.
3. Acts as a personalized marketing tool to highlight why you are fit for the job.
4. Conversational, precise, and limited to one page.

In simple words:

1. A Job Application Letter = Formal application + Resume attachment.

2. A Cover Letter = Introduction to Resume + Snapshot of skills.
 Date: 25/8/2025

To
The HR Manager
Sunrise Technologies Pvt. Ltd.
45, InfoCity
Gandhinagar – 382007

From
Ankit Sharma
B-12, Rosewood Apartments
Satellite Road, Ahmedabad – 380015
Email: [email protected]

Subject: Application for the Position of Software Engineer

Dear Sir/Madam,

With reference to your advertisement in The Times of India dated 18 August 2025, I would
like to apply for the position of Software Engineer in your esteemed organization.

I hold a Bachelor’s Degree in Computer Science (B.Tech) from Gujarat Technological

University and have three years of professional experience as a Junior Software Developer at
TechSpark Pvt. Ltd. My core skills include Java, Python, and full-stack development. I have
successfully contributed to various projects involving e-commerce applications and database
management systems.

During my tenure at TechSpark, I was recognized for my problem-solving abilities, teamwork,

and innovative approach in developing user-friendly solutions. I am confident that my technical
expertise, combined with my dedication and enthusiasm, will make me a valuable asset to
Sunrise Technologies.

I am enclosing my résumé for your kind perusal. I would be grateful if you could consider my
application and provide me with an opportunity to attend an interview.

Thank you for your time and consideration.

Yours faithfully,

(Signature)
Ankit Sharma

Enclosure: Résumé
What is a Resume Objective?

A resume objective (also called a career objective) is a one or two sentence overview of your
short-term professional goals and explanation of why you are seeking employment. Resume
objectives are often placed at the top of your resume to capture the hiring manager’s attention
and are required to make a strong case for why you are the best candidate for the job.

RAKESH SHARMA
Address: B/102, Sun Residency, M.G. Road, Powai, Mumbai – 400076
Email:[email protected], Contact no. +91 8825165412
LinkdIn:www.linkedin.com/in/rakesh-sharma-493aa6147

----------------------------------------------------------------------------------------------------------------
Objective:
Results-driven and dedicated Sales Manager with over 5 years of experience in leading high-
performance sales teams and consistently achieving and exceeding revenue targets. Seeking a
challenging role to leverage my leadership skills, strategic sales expertise, and passion for
driving business growth in a dynamic organization.
----------------------------------------------------------------------------------------------------------------
Education:
Master of Business Administration (MBA)
Gujarat University, Ahmedabad
2014 – 2016
 Specialization: Marketing
 Completed with a strong academic record, developing advanced skills in management,
strategic decision-making, and leadership.
 Undertook a dissertation/project on ‘A STUDY ON CUSTOMER SATISFACTION ON
ONLINE MARKETING’ which focused on the practical application of management
concepts.
 Actively participated in seminars, management fests, and case-study workshops.

Bachelor of Business Administration (BBA)

Gujarat University, Ahmedabad
2011 – 2014
 Core focus on Business Studies, Management Principles, Communication, and
Organizational Behaviour.
 Built a solid foundation in business communication, accounting, and managerial
practices.
 Engaged in presentations, group projects, and inter-collegiate activities that enhanced
communication and teamwork skills.
 Graduated with consistent academic performance.
----------------------------------------------------------------------------------------------------------------
Skills:
- Sales Strategy Development and Execution
- Team Leadership and Management
- Business Development and Key Account Management
- Negotiation and Contract Management
- Market Research and Analysis
- Customer Relationship Management
- Fluent in English, French, and Hindi
- Strong Communication and Presentation Skills
--------------------------------------------------------------------------------------------------------------
Work Experience:

Sunrise Technologies (Since 1st February, 2022)

Sales Manager
Mumbai, Maharashtra

- Led and mentored a high-performing sales team, consistently exceeding revenue targets and
driving a 25 % increase in annual sales.
- Developed and executed strategic sales plans, identifying new business opportunities, market
segments, and key clients.
- Negotiated contracts and managed key client relationships, ensuring long-term partnerships
and customer satisfaction.
- Collaborated with cross-functional teams to improve customer experiences and optimize sales
processes.

Intelligent Tech Ltd. (2017-2022)

Sales Manager
Ahmedabad, Gujarat
- Successfully expanded into new markets, contributing to a 25 % increase in annual revenue.
- Led a sales team to consistently break quarterly sales records, achieving 25 % percent growth
each quarter.
- Developed and delivered sales training programs, improving the performance and skills of
the sales team.
- Maintained technical documentation and facilitated knowledge sharing within the team.

References:
-------------------------------------------------------------------------------------------------------------
Available upon request.
-------------------------------------------------------------------------------------------------------------

Declaration:
I hereby declare that the information provided in this resume is true and accurate to the best of
my knowledge. I understand that any false statements or omissions may result in
disqualification from employment or termination of employment if already employed.

Signature

Encl:
1. Experience Certificates
2. Professional Certifications
3. Education Documents
4. Other relevant documents
What is a Resignation Letter?

A resignation letter is a formal written communication submitted by an employee to their

employer, indicating their decision to leave the current job position. It serves as an official
notice of resignation and usually includes the reason (optional), the last working date as per
notice period, and gratitude towards the employer or organization. A well-written resignation
letter maintains professionalism, ensures a smooth transition, and helps preserve positive
relationships for future references.

Date: 28th August, 2025

To
The HR Manager
XYZ Pvt. Ltd.
Ring Road, Surat – 395002

From
Rahul Sharma
Flat No. 204, Shanti Residency
Adajan, Surat – 395009

Subject: Resignation from the Position of Marketing Executive

Dear Sir/Madam,

I hereby submit my resignation from the position of Marketing Executive at XYZ Pvt. Ltd.,
effective from 15th September, 2025, as per the notice period mentioned in my appointment
letter.

I sincerely thank you for providing me with the opportunity to work in your esteemed
organization. My tenure here has been a valuable learning experience and has helped me
grow professionally. I am committed to completing all pending tasks and ensuring a smooth
handover before my last working day.

I look forward to maintaining a cordial relationship in the future.

Yours faithfully,
(Signature)
Rahul Sharma

------------------------------------END OF UNIT 2---------------------------------------------