English for Communication (BT-103) Unit 5 Notes

How unit 5 is examined

Letters, resume, quotation, order, complaint, e-mail and tender; Application and E-mail carry the most marks, then Complaint, Importance and Tender.

Importance of Business Letters

Medium weight

Definition. A business letter is a formal written message sent by one business or person to another to convey information, make a request or record a transaction. Business correspondence is the written exchange of messages between organisations, or within one, to carry on business.

Key points.

A business letter is a permanent written record, so it can be filed and checked whenever a dispute arises.
It is legal evidence of orders, agreements, promises and complaints, since it carries a date and a signature.
It builds goodwill, because a courteous and prompt letter makes the customer or supplier feel valued.
It reaches people far away at low cost, and the same message can be sent to many people.
It keeps professional relationships going between buyers, sellers, banks and government offices.
It carries detailed information such as prices, terms and specifications that speech cannot hold reliably.
It gives a considered, edited message, because the writer can revise it before sending.

Qualities of a good letter (7 Cs). Clarity (plain words), Conciseness (no waste), Completeness (all facts given), Correctness (right facts, grammar and format), Courtesy (polite tone), Concreteness (specific facts and figures) and Consideration (the reader's point of view). Add neat presentation and correct format.

Ways of business correspondence. Internal: memos, circulars, notices, office orders. External: business letters, e-mails, quotations, orders, complaints, tenders. By purpose: routine (enquiry, reply) and sales (offers, promotions).

Answer frame. Open with the definition; then develop points 1-6 in order with one sentence each; add the 7 Cs list if the question asks for qualities; close with "Thus business letters are the backbone of trade and goodwill."

Asked: [7 marks] (Jun 2023) Write the importance of business letters in detail. Asked: [7 marks] (Jun 2025) Write different qualities of a good business letter. Asked: [7 marks] (Nov 2022) How many ways can business correspondence be done? Explain.

Parts and Layout

Definition. The parts are the standard sections of a letter and the layout is the way they are arranged on the page.

Diagram.

1 Letterhead (name, address, phone)
2 Date                      [Ref. No.]
3 Inside address (receiver)
4 Salutation:  Dear Sir,
5 Subject line
6 Body: opening / details / closing paragraph
7 Complimentary close:  Yours faithfully,
8 Signature, name, designation
9 Enclosures / CC

Key points.

The seven main parts are letterhead, date, inside address, salutation, body, complimentary close and signature; subject line, reference number and enclosures are added when needed.
Full block style puts every line flush with the left margin; modified block puts the date and close on the right; semi-block also indents each paragraph.
Use "Dear Sir" with "Yours faithfully", and "Dear Mr Sharma" with "Yours sincerely".

Asked: [7 marks] (Nov 2022) Write the importance of business letter and explain parts and layout of business letters.

Application

Definition. An application letter is a formal letter that asks an authority for a job, a service, a favour or the removal of a problem; a covering letter is the application that goes with a resume. An application letter should be short, polite, specific and end with a clear request.

Key points.

Write the sender's address and the date at the top right, then the receiver's designation and address on the left.
Give a subject line that states the purpose, such as "Application for the post of Management Trainee".
Use "Dear Sir" as salutation and "Yours faithfully" as close.
The first paragraph names the source of the advertisement (newspaper and date) and states the wish to apply.
The second paragraph highlights relevant qualifications, skills, achievements and enthusiasm, without repeating the whole resume.
The last paragraph requests an interview, thanks the reader, and mentions the enclosure (Resume).
Keep the tone respectful, the language plain and the letter to one page.
Sign with the full name and list "Enclosure: Resume" at the bottom.

Example (Jun 2022, Nov 2022, Jun 2025).

12 MG Road, Bhopal - 462001 10 June 2025

The General Manager (HRD) Bharath Dynamics Limited, Corporate Office 87, Brigade Road, Bengaluru

Subject: Application for the post of Management Trainee

Dear Sir,

With reference to your advertisement in The Hindu dated 5 June 2025, I wish to apply for the post of Management Trainee. I hold an MBA (Finance) with 78 per cent marks and completed a two-month internship in production planning.

I am a good team worker and have led college events, which built my skills in planning and communication. I am eager to learn and to grow with your company.

I request you to grant me an interview. My resume is enclosed.

Yours faithfully, Amit Verma

Enclosure: Resume

For a service problem (Jun 2023, Sneha to the Sub-division Officer, Telephones), use the same layout: subject "Complaint about telephone disorder no. ...", then the fault, its duration, the inconvenience, a request for quick repair, and thanks.

Answer frame. Open with the sender's address, date and receiver; put the subject line; write the three paragraphs in the order source, suitability, request; close with "Yours faithfully", the name and the enclosure line.

Asked: [7 marks] (Jun 2022, Nov 2022, Jun 2025) Write a covering letter along with your resume for Management Trainee, Bharath Dynamics Limited, Bengaluru, addressed to the General Manager, HRD; also a job application with resume for software engineer at HCL, Bangalore. Asked: [7 marks] (Jun 2023) You are Sneha. Write an application to the Sub-division Officer (Telephones) about your telephone disorders. Pitfall: Writing "Yours sincerely" after "Dear Sir", or forgetting the enclosure line, loses marks.

Contents of good Resume

Definition. A resume is a brief written summary of a person's education, skills and experience, sent to get a job or an interview.

Key points.

Personal details come first: name, address, phone, e-mail and date of birth.
A career objective states in one line the job sought and the strength offered.
Education is listed with the latest first, with degree, institute, year and marks.
Experience, internships and projects are listed with dates and duties.
Skills, achievements, hobbies and two references complete it; keep it to one or two pages, neat and error-free.

Asked: [7 marks] (Dec 2023) Write the contents of a good resume in detail.

Guidelines for writing Resume

Definition. Resume guidelines are the rules for making a resume clear, honest and attractive to the employer.

Key points.

Keep it short (one or two pages), with clear headings and consistent fonts.
Tailor the objective and skills to the job advertised.
Use action words, be truthful, proofread, and list the latest items first.

Calling/ Sending Quotation

Definition. A quotation is a statement of the price and terms at which a seller offers goods or services. Calling a quotation is asked by the buyer; sending a quotation is the seller's reply.

Basis	Calling quotation	Sending quotation
Meaning	Buyer asks sellers for prices and terms	Seller gives prices and terms in reply
Sender	Prospective buyer	Seller or supplier
Purpose	To compare rates and choose a supplier	To win the order
Content	Goods needed, quantity, quality, delivery date, payment terms	Price, discount, delivery, payment terms, validity
Stage	First step, an enquiry	Second step, the answer
Format	Request, ends with a thanks and a deadline	Offer, ends with a hope for an order

Asked: [7 marks] (Dec 2023) Give the difference between calling quotation and sending quotation in detail.

Order

Definition. An order (purchase order) is a letter in which a buyer asks a seller to supply stated goods on agreed terms.

Key points.

It gives the goods with description, quantity, price and catalogue number.
It states the delivery date, mode of transport, packing and payment terms.
It refers to the quotation accepted and ends with a request for an acknowledgement.

Complaint

Definition. A letter of complaint is a formal letter that tells a person or firm about a fault, loss or poor service and asks for a remedy. A good complaint is polite, factual and asks for a specific action.

Key points.

State the subject clearly, such as "Complaint regarding poor medical services".
Give the facts: dates, place, names and reference numbers.
Describe each grievance exactly and in order, without exaggeration.
Keep the tone polite and firm, and never abuse or threaten.
Mention proof such as bills, receipts or photographs, which are enclosed.
Ask for a definite action: enquiry, refund, replacement, repair or apology.
End by expecting a reply by a stated time and thank the reader.

Example (Jun 2022, Dec 2024). To the Chief Medical Officer, ABC Hospital, Mumbai. Subject: Complaint regarding poor medical services. Para 1: my father, Ramesh Kumar, was admitted to the General Ward on 3 May 2025. Para 2: nurses ignored calls for hours, the ward was unclean and the staff behaved rudely. Para 3: I request an enquiry and corrective steps, and a reply within seven days. For the hotel version (Ashoka & Co., Dehradun), give the booking and stay dates, then room cleanliness, service and food problems, and suggestions.

Answer frame. For "What is a complaint letter": define, then points 1-7 as characteristics, close with its use. For the letter: sender address, date, receiver, subject, salutation, then the three paragraphs of facts, grievances and request, and "Yours faithfully".

Asked: [7 marks] (Jun 2022, Dec 2024) Write a letter of complaint to the Chief Medical Officer, ABC Hospital, Mumbai about the poor medical services; also, a complaint about your stay at hotel Ashoka & Co., Dehradun, with suggestions (Vivan/Priyal Joshi). Asked: [7 marks] (Jun 2023) What is a letter of complaint? What are the characteristics of writing one?

E-mail

Definition. E-mail (electronic mail) is a message sent from one computer address to another over the internet within seconds. CC means carbon copy and BCC means blind carbon copy.

Basics. The parts are To (receiver address), CC, BCC, Subject, body (salutation, message, close), signature and attachments.

Key points.

CC sends a copy to people who should know; every receiver can see the CC names.
BCC sends a copy secretly; the To and CC receivers cannot see the BCC names, which protects privacy in mass mailing.
The subject line must be short and specific, so that the reader knows the purpose at once.
Begin with a suitable salutation and end with a polite close, the name and the designation.
Keep the message brief and in short paragraphs, with a polite and calm tone.
Proofread for spelling and grammar and never write in capital letters, which look like shouting.
Check the address before sending, and check that the attachment is really attached.
Do not use slang or emoticons in a formal mail, and avoid reply-all unless needed.

Example (Jun 2025).

To: [email protected] Subject: Leave Application - Sick Leave for One Week - Mohan

Dear Sir,

I am suffering from viral fever and the doctor has advised a week of rest. I request you to grant me sick leave from 10 to 16 June 2025. My urgent tasks have been handed over to my colleague Ravi, and I can be reached on 98xxxxxx10 if needed. A medical certificate is attached.

Yours faithfully, Mohan Junior Software Developer, Innovative Software Developer, 13, Andheri East, Mumbai

For the exam-schedule mail (Jun 2022): Subject "Discussion on exam schedule"; "Dear Rahul,"; ask about the dates and gaps between papers, propose a shared study plan; close "Best wishes, Ankit".

Other Jun 2025 options. Disadvantages of oral communication: no permanent record, low legal value, chance of distortion, unsuitable for long or technical messages. SQ3R: Survey, Question, Read, Recite, Review. Letter parts: see Parts and Layout.

Answer frame. For precautions or etiquette: define e-mail, then points 3-8, then CC/BCC; close "Care in e-mail protects the image of the sender." For CC/BCC: full forms, points 1-2, then the basics. For an e-mail: To, Subject, salutation, body, close, name.

Asked: [7 marks] (Jun 2022) Write an e-mail to your friend discussing the exam schedule. Asked: [7 marks] (Nov 2022) Explain the precautions to be taken while writing an e-mail. Asked: [7 marks] (Dec 2023) What do CC and BCC mean? What are the basics of e-mail? Asked: [7 marks] (Jun 2025) You are Mohan, Junior Software Developer at Innovative Software Developer, 13, Andheri East, Mumbai; write an e-mail to your HR Manager for a week's sick leave. Asked: [14 marks] (Jun 2025) Describe any two: a) e-mail etiquette, b) disadvantages of oral communication, c) parts and layout of business letter, d) SQ3R.

Tender

Definition. A tender is a written offer to supply goods or do work at a quoted price, invited by a notice. A tender notice is a public invitation from an organisation to suppliers or contractors to submit sealed offers.

Why needed. It gives fair competition and the lowest rate, keeps the process transparent, and leaves a legal record.

Tender issues.

The work and specifications must be clearly described.
The estimated cost, earnest money and last date must be stated.
Terms, quality standards, completion time and penalty must be fixed.
The process must be open to all and the offer chosen only on merit.

Format. Name of authority, tender notice number and date, work, estimated cost, eligibility, earnest money, dates of sale of forms and submission, place and time of opening, right to reject, contact, signature.

Example (Dec 2023).

GOVERNMENT POLYTECHNIC, INDORE Tender Notice No. 12/2025, dated 1 July 2025

Sealed tenders are invited from registered Class A contractors for construction of a workshop building at the new Government Polytechnic, estimated cost Rs. 80 lakhs, to be completed in 12 months. Earnest money: Rs. 1,60,000 (2 per cent) by demand draft. Forms available from 5 to 20 July 2025. Last date: 25 July 2025, 3 p.m.; opening the same day at 4 p.m. The Principal may reject any or all tenders.

Principal

Answer frame. For the notice: heading, number and date, work, cost, conditions, dates, signature. For "tender issues": define, then need, then the four issues, close with fairness.

Asked: [7 marks] (Dec 2023) Draft a tender notice for construction of a workshop building of a new polytechnic costing Rs. 80 lakhs. Asked: [7 marks] (Dec 2024) What are tender issues? Why is a tender needed?

Last-minute revision

A business letter is a formal, dated, signed written message and serves as record and legal evidence.
7 Cs: Clarity, Conciseness, Completeness, Correctness, Courtesy, Concreteness, Consideration.
Letter parts: letterhead, date, inside address, salutation, subject, body, close, signature, enclosure.
Styles: full block, modified block, semi-block.
"Dear Sir" pairs with "Yours faithfully"; "Dear Mr Sharma" with "Yours sincerely".
Application: source of advertisement, suitability, request for interview, enclosure.
Resume: personal details, objective, education, experience, skills, references.
Calling quotation is the buyer's enquiry; sending quotation is the seller's offer.
Complaint: polite, factual, evidence, specific remedy.
CC = carbon copy (visible); BCC = blind carbon copy (hidden).
Tender: sealed offers, earnest money, last date, right to reject.

Memory hooks

7 Cs: "Can Cats Come Calmly Choosing Cream Cakes" (Clarity, Conciseness, Completeness, Correctness, Courtesy, Concreteness, Consideration).
Faithfully follows Sir; Sincerely follows a name.
Application in 3 paragraphs: Source, Suitability, Solicit interview.
Complaint: Facts, Proof, Remedy.
Tender = sealed offer + earnest money; quotation = price offer.

Coverage checklist

Importance of Business Letters: Jun 2023 importance, Jun 2025 qualities, Nov 2022 ways of correspondence.
Parts and Layout: Nov 2022.
Application: covering letter (Jun 2022, Nov 2022, Jun 2025), Sneha telephone (Jun 2023).
Contents of good Resume: Dec 2023.
guidelines for writing Resume: not asked.
Calling/ Sending Quotation: Dec 2023.
Order: not asked.
Complaint: hospital and hotel letters (Jun 2022, Dec 2024), definition (Jun 2023).
E-mail: Jun 2022, Nov 2022, Dec 2023, Jun 2025 (two questions).
Tender: Dec 2023, Dec 2024.

Account

English for Communication (BT-103) - Unit 5 Short Notes

How unit 5 is examined

Importance of Business Letters

Parts and Layout

Application

Contents of good Resume

Guidelines for writing Resume

Calling/ Sending Quotation

Order

Complaint

E-mail

Tender

Last-minute revision

Memory hooks

Coverage checklist