Explain the layout of a business letter and draft a letter of complaint to a supplier.

1. 1 · Open. A business letter is a formal written message, mainly to people outside the organisation. A standard layout makes it professional and easy to file.
2. 2 · List the parts in order.
   • Letterhead, reference, date
   • Inside address, salutation, subject line
   • Body: opening, middle, closing
   • Complimentary close, signature block, Encl. and cc
3. 3 · Name the layout. Full block: every line at the left margin (also mention modified block and semi-block).
4. 4 · Draft the letter. [Letter: full block, with every part labelled in the margin]
5. 5 · Write a three-part body.
   • Purpose: the order number and date.
   • Facts: what went wrong (late, damaged, short).
   • Action: what you want and by when, with goodwill.
6. 6 · Check the 7 Cs. Clear, concise, correct, courteous, complete, concrete, considerate.
7. 7 · Sri Lankan touch. Use realistic details: rupee values, a Sri Lankan address and a reference number.

Scoring tip: Label each part of your letter in the margin. Examiners give marks for layout even before they read the body.