principles of bus corresp
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Business Correspondence
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Objectives
Submit business correspondenceassignments using acceptable practicesfor format and appearance.
Choose the appropriate type of correspondence based on a situation.
Construct effective business letters that
properly address each situation whilemaintaining favorable relationships.
Apply the rules for letters.
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Principles of businesscorrespondence
Business writing is clear. It uses simple words, short sentences andparagraphs that are easy to understand. Words used are direct to thepoint.
Business writing is formal. It is written in standard formal English. Itrefrains from using abbreviations.
Business writing is objective. It conveys its message in a detached,impartial point of view. You dont express your personal feelings andopinions, youre just presenting the intended message.
Business writing is factual and accurate. It gives only facts pertinent tothe message of the letter.
Business writing is contemporary. It is in a conversational tone.
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Basic Rules
1. Getting to the pointa. Being Conciseb. Paragraphingc.
Use of Listsd. Framing Effective Questions
2. Use of Non Discriminatory Language
3. Punctuation, Grammar and Spelling
4. Tonea. Choosing the Right Toneb. Conversational Tone
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Basic rules: Getting to the point
Being ConciseUse of short sentences
Start document with purpose
Creation of single screen view messages
Elimination of unnecessary wordsE.g.. Avoid bad miscommunication in email writing.
(the word bad is a modifier which is used unnecessarily)
Use lesser number of words
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Paragraphing
Short Sentences
Short Paragraphs (2 to 5 sentences)
Creates white space Quicker to read
Engages the reader
Opening ParagraphFive Ws - Who? , What? , When? , Where? , & Why?
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Basic rules: Use of lists
Benefits of using lists:Writer organizes thoughtsReader sees main points
Important points are not overlooked
Formatting a list:Use numbers or bullets
Items should be parallelCapitalize the first word of each pointBe consistent with punctuation
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Basic rules: Spacing of a list
Double spacing makes reading easier
Double spacing takes more valuable screen spaceSingle spacing does not enhance the list
Single spacing takes less room
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Basic rules : Non-discriminatorylanguage
Non-discriminatory language is language thattreats all people equally
Use language that is free of religious, age andsexual bias
Discriminatory language can come betweenyou and your reader
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Basic rules: Methods to AvoidErrors
Use Spell Check function.
Always Proof Read document.
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Basic rules: Tone
How can I make sure my messages have theappropriate tone?
Ask the following questions:
Why am I writing this document?
Who am I writing to and what do I want them tounderstand?
What kind of tone should I use?
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Basic rules: Tone
What kind of tone should I use with a negative message?
When addressing faults or issues concerning an individual,maintain a professional tone that does not attack the individualbut that makes your position on the issue clear.
Example: Incorrect: I do not understand why you made such
discriminatory remarks.
Correct: Discriminatory remarks are not tolerated in thisorganization.
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The 10 Cs of effective business letters
Letter Styles
Parts of a Business Letter
Guidelines for writing a good letter
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To begin with
Identify the name of the personyou are writing to
Focus the readers attention with a brief opening
Maintain the you viewpoint
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The 10 Cs 1.CLARITYImmediate comprehension of the letters message.
Ways to achieve clearness:a.) think first then write you must think beforehand and figure outwhy you are writing and to whom you are writing.b.) use simple familiar expressions since your aim is to informyour readers, you should use simple words like possible instead of feasible.c.) omit wordiness avoid using unnecessary words that do notcontribute to the clearness of message.d.) avoid jargon use words that are understood by the averagereaders that will not confused them.e.) keep your sentences and paragraphs shortf.) use the active voice subject verb object
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The 10 Cs CLARITY
Instead of Use procure getutilize useviable workable
Wordy Clearaccording to the law legallyaffixed his signature signed
a great length of time longaimed at fora large number of manyfor the purpose of for
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10 Cs 2.CONCISENESS
Brief but complete in its idea. Ways to achieve:
a.) Eliminate unnecessary words(We wish to inform you that) we have already shipped your orderfor two (2) dozens blouses.
b.) Avoid redundancy or repetition of words with the same ideaPlease file (away) this letter. Big (In size)
c.) Economise on adjectives
E.g. The bombastic, graft buster, religious, faithful Ms. Santiagois having a sumptuous meal with friends and supporter, nibblingsucculent, crisp-coated, fresh, delicious inihawna bangus.
BETTER: The graft buster Ms. Santiago is having a sumptuous meal of inihawa bangus with her supporters.
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10 Cs 3. CONCRETENESS
Use definite words rather than general words
Abstract & general: We sell the best fabric.Concrete and specific : We sell yards of Vonnel that are
soft, warm and inexpensive.
Euphemistic Concretecardiovascular accident strokecustodial engineer janitorsenior citizen old people
Sexist language Preferredstewardess flight attendantmankind humanity
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10 Cs 4.COURTESYUse positive expression
Use Instead of can cannotdo do notsuccess failure
Avoidimpossible unfortunatelydoubtful worriedfailure wrong
NegativeOur office is closed after 4 p.m.PositiveOur office is open until 4 p.m.
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10 Cs 5.CONSIDERATIONSeeing every transaction of your readers point of view rather thanyour own point of view. The YOU ATTITUDE. Thinking andwriting in terms of the readers and motivated by what the readerswant and need.
Weak : I hope you respond to our questionnaire.Revised : (You) Please respond to our questionnaire.
Weak : I think that you are a wonderful asset to ourdepartment.
Revised : You are a wonderful asset to our department.
Weak : I am hoping that you will join the committee.Revised : (You) Please consider joining the committee.
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10 Cs 6.CONSISTENCYHas unity of ideas and purpose. Its parts are parallel andthere are no unnecessary shifts in tense, subject, number,
person.
Incorrect : Listening is a skill thatwe
should allimprove. When you listen, I sometimes hear things that change my life.
Correct : Listening is a skill that I would like toimprove. When I listen, I sometimes hearthings that change my life.
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10 Cs 7.COHERENCE
Quality of words to stick together to present asingle idea and to ensure a smooth flow of thought.
There should be logical organization of ideas,correct order of modifiers, correct use of
transitional elements and parallel ideas.
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10 Cs COHERENCEWays to achieve coherence:
Connectives:
Addition Attitude Contrast Cause and Effectalso fortunately but thus
too naturally however thereforefurthermore in a sense nevertheless consequently
Gen. to Specific Reason Reference Summary Timein fact because the former in summary thenespecially since the latter to sum up nowfor instance as the following in conclusion next
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10 Cs CHARACTERRefers to the personality of the writer as reflected in his writings. Toachieve character in your letter, be original in your letter, in your style, usefresh, everyday expressions and use the personal pronouns.
Stereotyped Modern
Kindly advise Please let us know...I have to honor to inform you I am pleased to inform you
Ways to achieve character:a.) use personal pronouns use I, you, or we rather than theundersigned , or the writer.b.) make it personal/conversational
Use Instead of We are replying to This is in reply to
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10 Cs COMPLETENESSProvide complete information to save time, money and
effort.
a.) prepare all needed informationb.) know the purpose of writing the letterc.) plan the letter to answer all questions of the
readerd.) check letter form important detailse.) aim for the desired response
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10 Cs CORRECTNESS
It should be presentable in appearance
C ontents are free from typographical errors,errors in word selection, in dates and figures,capitalization, punctuation marks
It should stimulate your readers desire to read
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Letter Styles
Full Block
Modified Block
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Full Block Style
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Modified Block Style
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Parts of a Business Letter
Heading
Inside AddressSalutationBody
Complimentary ClosingAdditional Information
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HeadingFor Modified Block Style
If not using letterhead, begin writers full address at the horizontal center of the page.
Insert date beneath the last line of the address or letterhead.
For Full Block Style.Insert date two spaces below the last line of the
letterhead or writers address.
For All Styles.
Spell out street, avenue, etc.Spell out the name of the City and the postal code
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Inside Address
For long letters2 spaces below the date
For short letters
4 spaces below the dateInclude the readers
full nametitle
full address (including zip)
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Inside Address
Attention linemay write to an organization saying anyone can answer butmay want a particular individual to handle the matter
Reference lineused when referring to a memo or letter you have receivedbefore
Subject line
Attention: Customer Relations DepartmentSubject: Defective parts for SL-100 Calculators
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Salutation
Recipients title and last name: Mr., Ms., Dr., Captain, Professor
No name or title?Dear Sir , Sirs or MadamUse Sir when addressing to a single person like a Director orManagerUse Sirs when addressing to a group of people like the Board
or CommitteeAvoid To Whom It May Concern
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Body Of a Letter
Opening
Main Message
Close
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Opening
Says Why you are writing
Introduction
Background
Basics
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Main Message
Gives Details
Fact & figures / give instructions/ask for/giveinformation;provide details
Response & Action
What action is required / what action will youtake.
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Closing
Usually talks about the future
Mostly requires a simple closing
Complimentary close.
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Putting your reader first
Ask questions to get a clear picture of your readers.
Who are my readers?
What do they already know about the subject?
What do they need to know?
Will they understand technical terms?
What information do they want?
What do I want them to do?
What interests or motivates them?
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Putting your reader first
If you imagine yourself in your reader's position,you're more likely to write a good letter
What prejudices do they have?What worries or reassures them?What will persuade them to my view?What other arguments do I need to present?How are they likely to react to what I say?
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Keeping to the point
Keep to the point of your letterDraw up an outline to plan your letter. Follow these steps:
Make a list of the topics you want to coverList key words, examples, arguments and facts.Cut out anything that's not relevant to your aim or audience.Sort the information into the best order for your readers.
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Getting the right tone
Use a tone that is friendly but efficient . To do this,write as you would speak and talk on paper
Change your writing style to a conversational style.
Use Contractions s uch as it's, doesn't, I'm, you're,we're, they're, isn't, here's, that's, we'll gives apersonal and human feel to your writing.
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Getting the right tone
Use Personal References
Use words such as I, we, you, your, my, and our in your writing.Using I, we and you also helps you to avoid using passive verbs. Itmakes your style more direct and clear.
So instead of writing: Our address records have been amended ...
WriteWe ve changed your address in our records
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Getting the right tone
Use Direct Questions
Original: We would appreciate your advising us whether you want tocontinue this account or transfer it.
Redraft: Would you like to continue your account or transfer it?
Original: Please inform us whether payment against these receiptswill be in order.
Redraft: Can we pay against these receipts?
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Keeping it simple
Good writing is effortless reading
Uses short sentences and simple words
Plain English is clear English.
Use active verbs rather than passive verbs
Passive: It was agreed by the committee...Active: The committee agreed...
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Writing in plain English
Keep your sentence average length lowUse simple words rather than complex ones.
(Too often we use words such as additional,indicate, initiate and proliferate for extra, show,start and spread. )
Edit wordy phrases
Avoid jargon and technical termsAvoid abbreviationsAvoid abstract words and phrases
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Writing a strong opening
Your first job in writing any letter is to gainyour reader s attention.
Its an important principle of effective writingto put the most important information first.
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Writing a strong close
The closing paragraph should bring your letter to apolite, businesslike close.
Avoid using weak phrases and overused businessphrases like these:Thanking you for your...
Hoping for a prompt reply...Thanking you in advance for your assistance...
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Writing a strong close
I would again apologize for the delay in replying and Itrust that this has clarified the points you have raised,however, if you wish to discuss any points I have notclarified, or need any further information, you may wishto telephone or contact me accordingly
I look forward to hearing from you and in the meantime,should you have any queries, please do not hesitate tocontact me
I regret that I cannot be of more assistance in thismatter, and should you have any further queries, pleasedo not hesitate to contact me
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Avoiding overused phrases
Many business letters contain hackneyed phrases that detractfrom a clear, natural style.
Original: We trust this is satisfactory, but should you have any
further questions please do not hesitate to contact us.Redraft: We hope you are happy with this arrangement but if youhave any questions, please contact us .
Original:Further to your recent communication. Please findenclosed the requested quotation Redraft:Thank you for contacting us. I enclose the quotation youasked for
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Editing
Keep it ShortCut needless words and needless information.
Cut stale phrases and redundant statements.Cut the first paragraph if it refers to previouscorrespondence.Cut the last paragraph if it asks for future
correspondence.
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Avoiding Lengthy phrasesAvoid UseIn the near future shortly
In the event that in caseIn order that so thatFor the purpose of forWith regard to RegardingI am of the opinion that I think
B i l i i
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Business letter writingchecklist
Keep it Strong
Answer the reader's question in the first paragraph.Give your answer and then explain why.
Use concrete words and examples.Keep to the subject.
Keep it Sincere
Answer promptly.Be human and as friendly as possible.Write as if you were talking to your reader.
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Simple wordsInstead of Use
Terminate end
Utilize use
Anticipate expect
Assistance help
Endeavor effort
Ascertain confirm
Procure get
Advise suggest
Alteration change
Fabricate make
Nevertheless even then
Substantial quite a lot
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Simple WordsInstead of Use
Peruse Read
Aforementioned Previous
Without Charge FREE
Correspondence LetterOther members of staff Colleague
At this point in time Now
In the near future Soon
Allocate GiveConclude End
Designate Name
Assisting Helping
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Avoid
double entry
Viable alternative alternativeRevert back revert
Past history pastForward planning planningEnd result result
Added bonus bonusParticularly distinct distinctFree gift gift
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Waste Words
Successfully How do you manage unsuccessfully?Supervisorial You have already stated you are a managerCapacity Big, vague & meaningless in this contextMaximising Clumsy, conversational wordMinimising DittoOutgoing What payments are outgoing?Expenditures wouldnt expenses say enough?
Previously, Imanaged a groupof ten. Besidestheir trainingandperformance, Iwas alsoresponsible for
keepingproductivityhigh andexpenses low
In my previous job, Isuccessfullymanaged agroup of ten.In mysupervisorycapacity, I wasresponsible formaximizing ourdepartments
productivitywhilstminimising ouroutgoingexpenditures.
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Waste Words
The figures for this year are final,and you can see that, compared tolast year, they are disappointing
enough to make us want to improvethem, so that when they are
reviewed next year, we will havemet this objective.
Compare this years figures to
last years, and the results aredisappointing. Lets makeimproving them our objective
in time for the next review.
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Some Dos
The Five Must Dos
1. Avoid LONG Sentences2. Cut CLUTTER Words3. Use ACTION Verbs4. Talk WITH the Reader5. State Your Message FIRST
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Some Dos
Avoid Long Sentences
Break sentences at and and but joints.
Break at a new idea or change of idea.
Look at any sentence that exceeds three typed lines(about thirty words). Break such sentences intosmaller units.
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Example
We have discussed the possibility of storing steel on the
existing roof with the roofing subcontractor. But hestrongly recommends against this, suggesting that afailure could occur to the roof as 40 tons of steel areinvolved.
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Some Dos
START A NEW SENTENCE WITH BUTWHEN YOU RESERVE THE THOUGHT.
(But is like the reverse gear of your language)
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Some Dos
DO NOT USE AND CARELESSLY. Break sentences at their and joints.
Supply MEANINGFUL TRANSITIONWORDS that prepare the busy reader for what
the new sentence has to say.
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Some Dos
For LISTING Use:In addition, moreover, besides, then
For CONTRAST Use:But, however, on the other hand
For RESULT / Effect Use:Thus, therefore, consequently, so
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Some Dos
AVOID NEGATIVE WORDS AND PHRASES.
EXAMPLES: No; never; wont; cant; unfortunate; inefficient; intolerable; failure;
regret; neglect; negligence; sorry; problem; useless; wrong;complaint
Try stating the message in a more positive tone
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Energy Words
ENERGY WORDS PASSIVE WORDS
I thought youd like to read thearticle Ive enclosed
Enclosed for your perusal,please find
At last! I am writing to tell you about
Cost-effective Cost-efficient
Created Put together
Discover Learn about
A challenge A problemExplore Look for
When you If you
Im sure I hope
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Energy Words
ENERGY WORDS PASSIVE WORDS
Ten days from now In the near future
At least six out of ten people Most people
I look forward to meeting you in person If you would like to meet so I can tellyou more
Immediately As soon as possible
Im sure We believe
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Be Simple, Do not Complicate
Before
High-quality learningenvironments are a necessaryprecondition for facilitation andenhancement of the ongoinglearning process.
Before
If there are any points on which you require explanation orfurther particulars we shall beglad to furnish such additionaldetails as may be required bytelephone.
After
Children need good schools ifthey are to learn properly.
After If you have any questions, pleasering.
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Be Simple, Do not ComplicateBefore
It is important that you shall read the notes,advice and information detailed opposite thencomplete the form overleaf (all sections) prior toimmediate return to the Council by way of theenvelope provided .
Before
Your enquiry about the use of the entrance areaat the library for the purpose of displayingposters and leaflets about Welfare andSupplementary Benefit rights, gives right to thequestion of the provenance and authoritativenessof the material to be displayed. Posters andleaflets issues by the Central Office ofInformation, the Department pf Health and SocialSecurity and other authoritative bodies areusually displayed in libraries, but items of adisputatious or polemic kind, whilst not necessarilyexcluded, are considered individually.
After
Please read the notes opposite before youfill in the form. Then send it back to us assoon as possible in the envelope provided.
After
Thank you for your letter asking permissionto put up posters in the entrance area ofthe library. Before we can give you ananswer, we will need to se a copy of theposters to make sure they wont offendanyone.
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Changing Directions
Having said that, youll also want to consider But thats still only the beginning However, you may be wondering Yes, price is one advantage, but there are more Look at it another way
Quite rightly, you may want to know about our services too There are other benefits as well, such as. You may be equally delighted to know that On the other hand Just as important In addition to Besides While price is important, so is the service youll get And of course youll want to know about the three ways you can pay
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Visual Arrangements
Paragraphs: Indenting vs. Blocking
Breaking up the print: ConsiderIndentation of listsBulleting of pointsBold some wordsUnderlining
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Visual Arrangements
Consider Font Style and Size
Must be appealing to the eye / readableMust convey appropriate tone Generally speaking, no smaller than 12ptfont
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Common Types of Letters
Complimentary Letter
Problem Letter
Good News Letter
Bad News Letter
Persuasive / Sales Letter
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Complimentary Letter
Specifically state the event.
State your feelings about event.
State the effect the event has on yourorganization / profession etc.
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Problem Letters
State the facts positively.
State the problem specifically.
State what you would like done.
End cordially.
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Good News Letters
State the good news
Explain the background of the good news.
End on a positive public relations note.
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Bad News Letters
Begin with good will.
State what you cannot do in a positive way. Offeralternatives.
State what you can do.
State what the reader needs to do.
Close on a positive public relations note.
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Persuasive / Sales Letter
Get attention of reader by stating dramaticinformation or by appealing to readers pride.
Give the features of your product / idea.
State the benefits.
Urge reader action.
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5 short steps
Determine your writing purpose.Know your reader.Outline/organize your message.
Write the first draft.Edit your letter according to:
Content and lay-out;Grammar;
Clarity;Conciseness; andStyle.
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Final Tips
Plan before you write.
Look up the words you need before you start. Note the points you want to make, and order them into logical paragraphs. ToneWrite as you would speak in a business conversation.The tone should be friendly and polite. Names
Make sure you check the gender of the addressee (the recipient),as well as the correct spelling of the person's name and title.
Use Ms. for women and Mr. for men.You can use Mrs. for a women if you are 100% sure that she is married.
Dates To avoid any confusion, write the month instead of using numbers(e.g. January 15th, 2011, or 15 January 2011)
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Final Tips
Be concise and clear.The easier it is to read a letter, the better.
Keep sentences and paragraphs short and simple. Use straightforward vocabulary to avoid any
misunderstanding. Ask direct questions. Rewrite any sentence that does not seem perfectly
clear. If the recipient is not a native English-speaker, it is
preferableto avoid words and expressions that are too technical
or complicated.
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Final Tips
Remember this word order principle :Who - Does - What - How - Where - When(Subject - Verb - Object - Manner - Place - Time)
Examples : Mr. Brown will travel by plane to London on Monday, June 5th.
A technician will install the equipment in your office on Tuesdaymorning. I will confirm the transport arrangements as soon as possible.
Avoid old-fashioned wordsAlthough they are used in legal documents and contracts,
words like 'herewith', 'hereby', 'herein', 'aforementioned', etc. are rarely used in letters .The following style of sentence is preferable :"You will find more information on our products in the enclosed
brochure."
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