a practical guide to business writing: writing in english for non-native speakers

“Exciting, informative, directional, and extremely helpful are just some of the words to describe A Practical Guide to Business Writing.”Dr. Clarence Emslie, Senior English Language Teacher, Saudi Development and Training, Kingdom of Saudi Arabia

“This book is a wealth of practical information for any person who must produce short effective documents within the work environment of the early 21st century.”Michael Doherty, Director of Professional Communication Services, United Kingdom

“This book is an indispensable aid to anyone wishing to improve his or her performance in the workplace. A must for the serious student of business English and a great guide for those wishing to hone their business writing skills to perfection.”Peter Hardcastle, Curriculum & Assessment Advisor, ADNOC Technical Institute, United Arab Emirates

© 2013 Khaled Mohamed Al Maskari

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A Practical Guide to

BUSINESS WRITINGWriting in English for non-native speakers

Khaled Mohamed Al Maskari

About the Author vi

Foreword by Dr. Clarence Emslie viii

Preface by Michael Doherty x

Introduction xii

What Does this Book Cover? xiv

Chapter 1 Business Writing Style 1

1. Keep your purpose, readers and content in mind 42. Keep your sentences short 53. Use positive language 74. Use linking words 95. Use simple, familiar words 136. Use the passive voice for specific reasons 187. Use bullet points and numbered lists correctly 208. Use tables and charts effectively 239. Use impersonal style when expressing opinions 2910. Avoid outdated expressions 3011. Avoid repetition 3312. Avoid turning verbs into nouns 34

Chapter 2 Business Memos 37

1. Heading 402. Purpose 403. Body 414. Conclusion 425. Closing 426. Carbon copy “CC” 43Common types of memos 45

1. To inform 452. To request 463. To instruct 474. To recommend 485. To respond 496. To complain 507. To remind 518. To show appreciation 52

Contents

A Practical Guide to BUSINESS WRITING v

Chapter 3 Business E-mails 55

1. Write a clear subject line 582. Use the “cc” button 603. Use the Out of Office Assistant 614. Use attachments for long documents 625. Keep your message short 636. Don’t use e-mail for immediate action 637. Use spell check 648. Use courteous language 659. Provide an action statement when necessary 6610. Identify yourself clearly 6711. Do not overuse abbreviations 6812. Do not use all capitals when typing 69

Chapter 4 Common Writing Errors 73

Chapter 5 Useful Business Phrases 97

1. Referring to a previous communication 1002. Requests 1023. Referring to a negative issue 1034. Enclosing documents 1055. Condolences 1066. Congratulations 1077. Apologies 1098. Recommendations 1119. Closing phrases 112

Chapter 6 Avoid Confusing Words 117

Chapter 7 Personal Business Documents 123

1. Employee request 1262. Congratulations 1383. Appreciation 139

References 145

Acknowledgements 148

Index 149

vi A Practical Guide to BUSINESS WRITING

About the Author

A Practical Guide to BUSINESS WRITING vii

Khaled Mohamed Al Maskari is an Emirati author based in Abu Dhabi, United Arab Emirates. With over 16 years of experience in the oil and gas industry, Al Maskari has held a number of leadership positions with governmental organizations in the United Arab Emirates in the field of Human Resources development and training. He has always been involved in assisting graduate students develop their business writing skills.

He won the Best Emirati Book Award 2011 for his book A Practical Guide to Business Writing, a helpful Business English guide for non-native speakers of English in the region. He has also been nominated Author of the Year 2011 by the Webpreneur Academy based in Dubai in rec-ognition of his dedication and innovations in the fields of education and entrepreneurship.

He gained a Bachelor’s degree in Electrical Engineering from Southern Illinois University, in the United States.

To learn more about Khaled’s programs, you can go to his websitewww.khaledalmaskari.com or email Khaled on [email protected].

http://www.khaledalmaskari.com

mailto:[email protected]

viii A Practical Guide to BUSINESS WRITING

Foreword

A Practical Guide to BUSINESS WRITING ix

Exciting, informative, directional, and extremely helpful are just some of the words to describe A Practical Guide to Business Writing.

The content is clear and concise and, in a nutshell, it gives us some clear-cut guidelines to achieve a more accomplished communicative system in any organization.

This book can help you develop the qualities of an effective commu-nicator, and no matter where you are on the administration ladder in your company, using the examples in this book will make whatever you write and wish to communicate more effective.

It is good – very good!

Dr. Clarence Emslie

x A Practical Guide to BUSINESS WRITING

Preface

A Practical Guide to BUSINESS WRITING xi

This book contains a wealth of practical information for any person who aims to produce short effective documents within the work envi-ronment of the early 21st century.

It is not simply a guide to business writing. It does not focus on writing rituals, nor does it compare different uses of the English language for writing purposes. There is no in-depth attention to why our writing should have a certain tone, tendency or technique. There are many works in the market that accommodate such areas of business written English.

What this work offers are sensible, valuable and helpful rules for pro-ducing effective short reports, memos, letters and e-mails that are clear, concise and easy to read for the busy manager or supervisor working in the demanding setting of modern industry and commerce.

But it goes further: not only are rules offered to the inexperienced business writer, but models are proposed for various situations: apolo-gizing, complaining, requesting, describing, recommending etc.

How do you:

• Open a document?• Support your purpose?• Address different readers?• Close a document?

The solutions are here.What are the most common errors people make in business writing and how can the writer cope with these inaccuracies?

The solutions are here.What form should a written text take? Is there a format, model or tem-plate that can be utilized quickly and easily? Of course there is.

The solutions are here.If your work requires you to produce short effective documents, then you are lucky to have this work on your desk. Read it. Enjoy it. Use it.

Michael Doherty

xii A Practical Guide to BUSINESS WRITING

Introduction

A Practical Guide to BUSINESS WRITING xiii

Based on my experience in the field and my intention to assist and train fresh graduates, I conducted research which aimed at identifying techniques and tools to promote effective communication in writing. It was apparent that staff inability to write effective business letters or e-mails was their major impediment to effective communication in the workplace.

In fact, fresh graduates lack effective writing skills and may possess only moderate competence in the linguistic and rhetorical skills needed to produce appropriate, meaningful and accurate written documents in various genres. The intention to put together a set of basic principles that readers can use to write effectively was crucial.

The book, therefore, is designed for fresh graduates as well as other professionals who truly wish to develop overall proficiency in writing effective business letters and e-mails in order to communicate success-fully and with integrity in the workplace.

As most correspondence takes place via e-mails nowadays, I focused heavily on this specific medium, which I consider to be a prominent communication tool in the business environment.

This book is locally produced and meant to address the most problem-atic aspects of business letter writing. It is a comprehensive guide that takes its readers through the whole process using straightforward lan-guage accessible to all. It also gives readers an in-depth overview of the major techniques, examples, graphical and contextual supports needed to enhance their writing abilities.

xiv A Practical Guide to BUSINESS WRITING

What Does this Book Cover?

A Practical Guide to BUSINESS WRITING xv

Chapter 1, Business Writing Style:offers guidelines to different language aspects of business English, advising the writer to be directed by the purpose of the document, their relationship to the reader, and the content that satisfies the purpose and the reader.

Chapter 2, Business Memos:examines the various parts of the business memo and its basic struc-ture, offering a wide range of templates for the most common types of memo.

Chapter 3, Business E-mails:considers the various parts of the e-mail, giving rules on what to do, what not to do, and showing the writer how to make use of Microsoft facilities.

Chapter 4, Common Writing Errors:advises vigilance for common errors seen in the writing habits of others, showing how these can be detected and corrected.

Chapter 5, Useful Business Phrases:scrutinizes the document function (i.e. the purpose of the report, memo, e-mail etc.), presenting several outlines for opening, develop-ing and closing the document. Many samples for how to address the reasons for communication are provided.

Chapter 6, Confusing Words:addresses the vocabulary frequently used in everyday writing tasks, highlighting those words most commonly misused, and giving contex-tual examples to help the writer appreciate the differences.

Chapter 7, Personal Business Documents:offers a variety of samples for a range of typical business purposes, providing the business writer with practical business solutions.

APracticalGuidetoBUSINESS WRITING 1

Chapter1Business Writing Style


Thischapterisintendedtoprovidetipsforeffectivebusinesswritingthatcanbeappliedtoallformsofbusinesscorrespondencesuch

as:memos,faxes,reports,ande-mails.

Usethese12tipstodevelopaneffectivebusinesswritingstyle:

1. Keepyourpurpose,readersandcontentinmind

2. Keepyoursentencesshort

3. Usepositivelanguage

4. Uselinkingwords

5. Usesimple,familiarwords

6. Usepassivevoiceforspecificreasons

7. Usebulletpointsandnumberedlistscorrectly

8. Usetablesandchartseffectively

9. Useimpersonalstylewhenexpressingopinions

10. Avoidoutdatedexpressions

11. Avoidrepetition

12. Avoidturningverbsintonouns

4 APracticalGuidetoBUSINESS WRITING

1. Keep your purpose, readers and content in mind

YoushouldkeepinmindthePRCTrianglewhenwritingamemo,ane-mailorareport.Thisshowsthatthepurpose,readerandcontentofareportareallequallyimportantbutthateachisinfluencedbytheothers(seefigure1.1).

Figure1.1 PRCTriangle

Purpose

Reader Content

Beforeyoustartwritingyoure-mail,memoorreport,considerthefol-lowing points and keep in mind the PRC (Purpose, Reader, Content)Triangle(seefig1.1below).

PurposeWhatismypurpose?• Toinform • Torequest• Topersuade • Tosuggestorrecommend• Tocomplain • Toexplain• Toappreciate

ReadersWhoaremyreaders?• Supervisors • Assistants• Trainees • Technicians• Managers • Employees• Others

Content• Whatinformationdomyreaderswant?• Willmyreadersunderstandtechnicalterms?• Wouldexamples,details,orgraphicshelpthereaderstounderstand

better?


Long Short

Oneofthebestthingsyoucandoforyourselftoimproveyourwritingistolearnhowtocutwordsthatarenotnecessary.

25 words

Toimproveyourwriting,cutoutunnecessarywords.

8 words

Makeyouremployeessufficientlyawareofthepotentiallyadverseconsequencesinvolvedregardingthesechemicals.

14 words

Warnyouremployeesaboutthesechemicals.

6 words

Inviewofthefactthatthemotorfailedtwiceduringthetimethatwetestedit,weareatthispointintimelookingforotheroptions.

28 words

Sincethemotorfailedtwiceduringtesting,wearenowlookingatotheroptions.

14 words

Tobesureofobtainingoptimalresults,itisessentialthatyougiveyouremployeestheresourcesthatarenecessaryforcompletionofthejob.

25 words

Togetthebestresults,giveyouremployeestheresourcestheyneedtocompletethejob.

16 words

Ourintentionistoimplementtheverificationofthereliabilityofthesysteminthenearfuture.

17 words

Wewanttoverifythesystem’sreliabilitysoon.

8 words

2. Keep your sentences short

Inbusinesswriting,thefewerwords,thebetter.

Thefollowingexamples illustratehowtoremoveunnecessarywordsthatdonotaddmeaningtoasentence.


Long Short

Letmeknowastowhetherornotwecanstartdrillinginviewofthefactthattheproblemhasnotbeenfixedatthepresenttime.

28 words

Sincetheproblemhasnotyetbeenfixed,letmeknowwhetherwecanstartdrilling.

16 words

Weherebyadviseyou,asperyourrequest,thatwewillbeforwardingacopyofthecontracttoyouinduecourse.

23 words

Acopyofthecontractwillbesenttoyouinafewdaysasrequested.

16 words

IwillbeunabletoattendyourMay6meeting.IwouldliketosaythereasonisthatIwillbeattendingtheleadershipcourseinDubaionthesameday.

32 words

IwillbeunabletoattendtheMay6meetingasIwillbeattendingtheleadershipcourseinDubai.

20 words

Inthise-mailwehaveattemptedtoanswerallofyourquestionsandwehopethatifyouhaveanyadditionalquestionswhatsoever,pleasedonothesitatetocontactusimmediately.

31 words

Ifyouhaveanyadditionalquestions,pleasecallus.

9 words

• Trytolimityourselftooneideapersentence.• Break down longer sentences into simpler, shorter

sentences.


3. Use positive language

Negative Positive

Weareunabletopromoteyoutosupervisorbecauseyoudo not havetheskillsandexperiencerequiredforthisposition.

Wewillbeabletopromoteyoutosupervisorwhenyoumeettheexperiencerequiredforthisposition.

Wewill notstartrepairingyourtestequipmentuntilwereceiveadeposit.

Wewillbeginrepairingyourtestequipmentoncewereceiveadeposit.

Thisisthesecondtimethatyoudo not bothertofollowandsticktothedutyroster.

Thisistoremindyouagainthatyourattendanceisrequired.

IfyoufailtoprovidethespecificationsbytheMay1deadline,theprojectwillfail.

ByprovidingthespecificationsbyMay1,youcanbeassuredthattheprojectwillbeontime.

Youcannotreconnectwithoutloggingonagain.

Logonagaintoreconnect.

Thecorporationwill notpayunlessemployeesalsocontribute.

Thecorporationwillpayonlyifemployeescontribute.

Inbusinesswritingitisimportanttousepositivelanguageinordertogettheresultsyouwant.

Asyoucanseeintheexamplesbelow,thecolumnontherightturnsthe negative words into positive words to obtain a positive readerresponse.


Negative Positive

Youneglectedtosendusyourpassportcopyandthereforewecannotprocessyourrequest.

Wewillbeabletoprocessyourrequestassoonaswereceiveacopyofyourpassport.

Itisbad nottoreviewthesparepartsavailabilitybeforesubmittingaworkrequest.

Itisgoodtoreviewthesparepartsavailabilitybeforesubmittingaworkrequest.

Ihopethatyouwill notbedisappointedwiththequalityofourreport.

Iamsurethatyouwillbedelightedwiththequalityofourreport.

Thepartsyourcompanysentusthelasttimewerethewrongsize.Donotdothisagain.

Wehopethepartswillarriveasordered.

WecannotsendyourorderfromourstoreuntilJune1,2004.

YourorderwillbesenttoyouonJune1,2004.

You failedtoincludeyourcompanynumber,sowecannotprocessyourapplication.

Wewillbegladtoprocessyourapplicationassoonaswereceiveyourcompanynumber.

Thisproblemwould not havehappenedifyouhadconnectedthewiresproperlyinthefirstplace.

Thisproblemmayberesolvedbyconnectingthewiresasshowninthehandbook.

• Writewithapositiveattitudebypayingattentiontothe words and expression you choose to get theresultsyouwant.

• Sentencesshouldbepositiveunlessthereisareasontostressthe“not,”“no”or“never.”


4. Use linking words

Function Signals Examples

Add

itio

n

And • Yoursalaryadjustmenthasbeenreviewedandapprovedbytheoperationscommittee.

In addition • In additiontocleaningthevalve,theentiremachinewasinspected.

Also • Thepartsarecheapandtheyarealsowellmade.

Moreover • Thesupplierwilldelivertheunit.Moreover,hewillsuperviseitsinstallationonsite.

Furthermore • YouarerequestedtosubmitthedrawingfortheGasProject.Furthermore,informusofthestartingdate.

Linking words help establish clear connections between ideas andensurethatsentencesandparagraphsflowtogethersmoothly,makingthemeasiertoread.

The following table summarizes the most common group of linkingwordsusedinbusinesswriting:


Function Signals ExamplesCa

use

and

Effec

tBecause (of) • Theflightwasdelayedbecause

offog.

Due to • Internetusershadahardtimeaccessingthewebdue totheinternationalhackingcompetitionyesterday.

Therefore • Thepayrateisnotclearlydefined.Therefore,itisrecommendedthatthecontractshouldnotbesignedyet.

As a result • Themoraleandoverallcapabilitiesofourtraineeshaveshownaremarkableimprovementas a resultofyourefforts.

Consequently • Thesparepartsdidnotarriveontime.Consequently,Icontactedthesuppliers.

Hence • Thenumberoftraineeshasbeenincreased.Hence,weshouldmonitortheirattendanceandperformance.


Function Signals Examples

Cont

rast

But • Thesoftwareisexpensive,butitmeetsourrequirements.

However • ThemeetingscheduledforMondaywascancelled.However,wewillmeetsometimenextweek.

Yet • Thisisacceptable,yetitcouldbebetter.

Although • Althoughnocomplaintshavebeenreceived,wethinkthattheuseoftheinternetmustnowbemonitored.

Purp

ose

In order to • Wearewritingtoyouin order toclarifycertainconfusingpoints.

So that • Thenewemployeesmustbetrainedinapracticalhands-onmannerso thatwecanbringtheirperformanceuptoacceptablelevels.

So • Ourofficeprinterisrunninglowonink,sopleaserefrainfromprintingunimportantdocumentsforthetimebeing.


Function Signals ExamplesCo

nces

sion

Despite • Despitebeingissuedawarningletter,yourattendancerecordhasnotimproved.

In spite of • In spite ofpreviousmemos,privatecarownersarestillparkingtheircarsintheadministrationbuildingareas.

Alt

erna

tive

s

Either . . . or . . .

• Weplaneithertoadjustyoursalaryortopromoteyoutooperationssupervisor.

Neither . . . nor . . .

• Wehaveneitherthesparepartsnorthemanpowertocarryoutthistask.

Or • Doyouneedtoreceiveyourorderinonedayorinthreedays?


Big word Simple word

accrue add,gain

acquire get,buy

alleviate reduce

allocate assign

ameliorate improve

anticipate expect,await

apparent clear

apprise tell

articulate explain

ascertain findout

attain reach,meet,achieve

attributable dueto

caveat warning

cease stop,end

5. Use simple, familiar words

We write to express, not to use every word in the dictionary. Avoidusingbigwordstoconveyyourmeaningclearly.Forexample,insteadof“magnitudeandconfiguration,”say“sizeandshape.”

Alwaystrytousethesimplestwordpossible.



cogitate think

cognizantof awareof

commensurate equal

concur agree

confront face

consolidate combine,join

consummate completeorfinish

contemplate consider

convene meet

deem consider

designate appoint

detrimental harmful

dispatch send

disseminate give,issue,pass,send

encounter meet

enumerate list

facilitate makeeasier,help



furnish send,give

inception start

incombustible fireproof

initiate start

interrogate question

manifest clear,obvious

mitigate reduce

numerous many

obviate avoid

peruse review

possess own

preclude prevent

promulgate issue,publish

ratify approve,confirm

recapitulate sumup



reimburse payback

reiterate repeat

remunerate pay

render give,make

retain keep

reveal show

scrutinize inspect

solicit askfor,request

strategize plan

streamline update,simplify

transpire takeplace,occur

utilize use


Unclear Clear

Hediscernedthatthepromulgatedpolicywouldwork.

Heknewtheproposedpolicywouldwork.

Asstipulated,weextrapolatedthebudgetfiguresfortwoyears.

Asrequired,weestimatedthebudgetfiguresfortwoyears.

Willyouutilizeinstructionmanualsduringtheobligatorytrainingperiod?

Willyouuseinstructionmanualsduringtherequiredtrainingperiod?

Weanticipatethatmostoftheoptionswillbefundamentalenoughtomeetourneeds.

Weexpectthatmostoftheoptionswillbebasicenoughtomeetourneeds.

Remembertoincorporatealltheothergoodwritingprinciplesyouhavelearnedinthiscourse.

Remembertoincludealltheothergoodwritingprinciplesyouhavelearnedinthiscourse.

Avoid using difficult words when simple words willcommunicateyourmessage.

As you write, remember that the goal of business writing is tocommunicate with your readers, not to impress them with yourvocabulary.

Belowaregoodexamplesofsimplewordstobeusedratherthandif-ficultonesinordertoconveyyourmessageclearlytoyourreaders.


6. Use the passive voice for specific reasons

Examples:

• Smokingisprohibited.• Anewsafetypolicywasintroducedaftertheaccident.• Thenewofficesweredecoratedlastweek.• Theerrorhasbeencorrected.• ThecentrifugalpumpwasinstalledonMay12,20xx.• Procedureshavebeenwrittentoensuresafety.

Thechoicebetweenusingactiveorpassivevoiceinbusinesswritingisamatterofstyle.Mostbooksrecommendusingactivevoice.However,thereisanexceptiontothisrule.

Sometimes passive voice can be useful in an effort to sound morediplomaticandwhenyoudonotwanttohighlightthesubjectofthesentence.

When to use the passive voice?Thepassivevoiceistobepreferredinthefollowingcases:

1. Usethepassivevoicewhenyoudonotwantto identifywhoper-formedtheaction.


Examples:

• Profitsaredownby2%.• The incident rate in ABC Field is increasing dramatically this

yearcomparedtolastyear.• Computersalesdroppedby10%duringthesummer.• Themonthlyreportwassubmittedlate.

2. Usethepassivevoicetodescribeamistaketoavoidblaminganyoneinparticular.

3. Use the passive voice when you don’t know who carried out theaction.

Examples:

• Threecomputerswerestolenfromthetrainingcenter.• Thetrainingroomwasleftunlocked.• Thebriefcasewasstolenattheairportterminal.• Thephotocopierisbroken.


7. Use bullet points and numbered lists correctly

Example 2: Using bulleted lists

Iraisedyourdifficultyaboutarrivingforworkontime.Ipointedoutthat:

• your managers had done their best to take account of yourtravelproblems;and

• youhadagreedwiththemthatDubaiwasthemostconvenientplaceforyoutowork.

However,yourinitialimprovementwasshort-lived.Overthepasttwomonthsyourpunctualityhasdroppedtoatotallyunaccept-ablelevel.

Byusingbulletedlists,youdrawyourreader’sattentiontoimportantitems.

Example 1: Using bulleted lists

We are still having problems with the five new computers wehavepurchasedfromXYZComputerCompany.Theproblemswehavebeenhavinginclude:

• Twonotebookcomputerswon’tbootup.• Onemonitorcontinuestomakeahigh-pitched,whiningsound.• Twodesktopcomputersbecameinfectedwithviruses.

Since people have little time to read, set out important points in anumberedorbulletedlist.Thismakesiteasiertoscansoyourreadersgetthemeaningwithoutreadingeveryword.

When to use bulleted and numbered listsUse numbered lists when working with instructions that are to becarriedoutinsequence.Ifthesequenceofitemsisnotessential,usebullets.


Example 3: Using numbered lists

To: AmarJonesFrom: KhaledMohamedDate: March5.20xxSubject: ProcedureforHandlingPayrollAdvances

Thereisanewprocedure(toreflectupdatedpolicies)forobtain-ingpayrolladvances.Ouremployeeswillfinditanimprovementontheoldconfusingprocedure.Thenewprocedureisasfollows:

1. ObtainformforPayrollAdvancefromyoursupervisor.2. CompletetheformbyfillinginalltheblanksintheEmployee

Sectionform.3. Getapprovalfromyourimmediatesupervisor.4. Pickupyourcheckfromthecashier’soffice.

Example 4: Using numbered lists

To: AllEmployeesUsingXP2000ComputersFrom: HeadofInformationTechnologyDate: March5,20xxSubject: ComputerSecurityProblem

Yourcooperationisurgentlyneededtosolveaseriouscomputersecurityproblem.Toenableyoutokeepyourfilesandthoseoftheentirecompanysecure,pleasefollowthesetwoactions:

1. Keepyourpasswordprivateanddonotshareitwithanyone.2. Logontothecomputermanually.

Youradherencetotheaboveismuchappreciated.

Byusingnumbers,youaredirectingyourreadertocarryoutinstruc-tionsinsequence.


Put lists of items in parallel form

Weak List Improved List

Ileftmyjobforseveralreasons:• Longhours• Poorpay• Ifoundtheworktedious• Equipmentwasdangerous

Ileftmyjobforseveralreasons:• Longhours• Poorpay• Tediouswork• Dangerousequipment

Thefollowingpreliminaryworkisrequiredbeforework-over:1. Removepen-foldfence.2. Removingcrashbarrier.3. Clearcellarofsand.4. Removesafetyvalve.5. Mastervalvesneedtobe

checkedforleakage.

Thefollowingpreliminaryworkisrequiredbeforework-over:1. Removepen-foldfence.2. Removecrashbarrier.3. Clearcellarofsand.4. Removesafetyvalve.5. Checkmastervalvesfor

leakage.

• Ifthesequencematters,useanumberedlist.• Iftheorderdoesnotmatter,useabulletedlist.• Useparallelformtoachievebalancedwriting.

Useparallelformtoimprovetheclarityofyourwriting.Tomakeyourwritingparallel,usethesamegrammaticalformforall itemsina list.Inotherwords,matchnounswithnouns,verbswithverbs,andphraseswithphrases.

Example: Parallel form in lists

Herearetwoversionsofapassage.Thefirstignorestheguidelines;thesecondfollowsthem.


8. Use tables and charts effectively

Tables,chartsandothergraphsarequick,effectivewaysforyourreadertogetinformation.Peopledon’talwaysreadeverythinginareport,buttheyoftenlookatthevisuals.

Inthissection,wewillconcentrateonwhentousetablesandchartseffectively to enhance your written presentation and to draw yourreaders’attention.

Tables

Useatabletopresentdataandfactstoimproveclarity.

Example:

Department Current Month Year to Date

Drilling $2,000 $5,000

Inspection $1,200 $4,300

Operations $3,300 $10,000

Safety $1,200 $2,500

Technical $3,000 $5,200

Total $ 10,700 $ 27,000

Table1.1 Overtimeexpensesforalldepartments


Charts

Thefollowingchartsarecommonlyusedintechnicalreports:• Linechart • Piechart • Barchart • Flowchart

Line chart

Usealinecharttoshowtrenddataoverextendedtimeperiods.

Example of line chart

Figure1.2 Linechart

Average Monthly Production Year 20xx

0

200

400

600

800

1000

1200

1400

JAN

FEBMAR

APRMAY

JUN

JUL

AUGSEP

OCTNOV

DEC

Par

ts in

Th

ousa

nd

s


Example of pie chart

Figure1.3 Piechart

Delivery Performance

85%

15%

On Time

Late

Pie chart

Useapiecharttoshowpercentageordistributionofawhole.


Bar chart

Useabarcharttocompareitemswithoneanother.

Example of bar chart

Figure1.4 Barchart

Manpower Availability

55%

58%

63%

50%

52%

54%

56%

58%

60%

62%

64%

January February March April

Month

Per

cen

tag

e

Manpower

61%


Name Symbol Meaning

Oval Start or end of the task

Rectangular Steps

Diamond Decisions

Flow line Used to connect symbols and indicate the flow of logic

Flow chart

Useaflowcharttoshowaseriesofstepsfrombeginningtoend(e.g.procedureorprocess).

Flow chart symbols


Figure1.5 Flowchart

LiveDead

Yes

No

Issue IsolationCertificate

CompletePart A

Is it amultidisciplinary

task?

Yes

No

Cancel the permit

Issue highvoltage electrical

certificate

Procedure for issuing a highvoltage electrical certificate

Start work on deadequipment

CompletePart B

Sign on section Dwhen job iscompleted

Work to becarried out on H.V

equipment

Start work on liveline equipment

Sign on section Cwhen job iscompleted

Example of flow chart

Figure1.5showsthemajorsteps intheprocedure for issuingahighvoltageelectricalcertificateusingflowchartsymbols.


9. Use impersonal style when expressing opinions

Expressions like“I think”or“I feel”arerarelyused inbusinessreportsbecausetheyaretoopersonal.Managersarenotlookingforyourper-sonalopinionandfeeling;theyarelookingforprofessionalopinions.

Personal Style Impersonal Style

Ibelieveabonusforouremployeesshouldbebasedonemployees’performance.

Thebonusforouremployeesshouldbebasedonemployees’performance.

Iexpectthattheuseofcomputerswillmakeiteasiertocompileourmonthlyproductionreport.

Theuseofcomputerswillmakeiteasiertocompileourmonthlyproductionreport.

Ifeelcertainthatthenewplanisbetterthantheoldmethod.

Thenewplanisbetterthantheoldmethodforthefollowingreasons:

Ithinkthatbytakingthiscourse,itwillhelpimprovemywritingskills.IknowthatIwilllearnhowtouseskillsthataregoodtoknowinanyjob.

Thiscourseshouldimprovemywritingskills,teachingmeskillsthataregoodtoknowinanyjob.

IwouldliketorecommendthateveryonewearsafetybootsinthePowerStation.

ItisrecommendedthateveryonewearsafetybootsinthePowerStation.


Instead of this . . . Try this . . .

Pleasesendyourcommentsnotlaterthan(date).

Pleasesendyourcommentsby(date).

Pleasefindattachedherewith...

Attachedis...

Enclosedpleasefind... Enclosedis...orIhaveenclosed...

Pleasefeelfreetocontacttheundersignedon...

Pleasecallmeon...

Asperyourrequest... Asrequested...

Inaccordancewithyourrequest...

Asyourequested...

Weareherebyacknowledgingreceiptofyourorder...

Wereceivedyourorder...

Pleasebegoodenoughtoadviseme...

Pleaseletmeknow...

Iwouldbegladifyoucouldadvisemewhen...

Pleaseletmeknowwhen....

Pursuanttoyoure-mail... Accordingtoyoure-mail...

Iamwritingthise-mailtoconveymywarmestcongratulationsonyourpromotionto...

Congratulationsonyourpromotionto...

10. Avoid outdated expressions

Herearesomeclassicexamplesofoutdatedexpressionstobeavoidedinbusinesswriting.Usemodernlanguageinsteadwhichisshorterandclearer.



Thankingyouinadvance... Iappreciateyour...

Pleasegiveyourattentiontothecontentsofenclosedbrochures.

Pleaseseetheenclosedbrochures.

Iwouldbeveryhappyifitwouldbepossibletosendme...

Pleasesendme...

Itmaybeofsomeconcerntoyoutolearnthatyourpumpisreadyfortesting.

Yourpumpisreadyfortesting.

Yourattentionisdirectedtothecontentsofenclosedbrochures.

Pleaseseetheenclosedbrochures.

Thankingyouinadvanceforcooperationinthismatter.

Thankyouforyourcooperationinthismatter.

Pursuanttoyourrequest,twocontractsareattachedhereto.

Asyourequested,twocontractsareattached.

Shouldyourequireanyfurtherclarificationpleasedonothesitatetocontacttheundersigned.

Pleasecallmeifyouhaveanyquestions.

Pleasefurnishdetails. Pleasesendmedetails.


Trytowriteinsimilarfashiontothewayyouspeakina business meeting. The clarity of your writing willimproveandyouwon’tsoundboring.


Iregrettoinform... Iamsorry...

Permitmetosay (neveruse)

Letmetakethisopportunity (neveruse)

Asofthisdateintime Now

Inlightofthefactthat… BecauseorSince

Inviewofthefactthat BecauseorSince

Intheeventthat If

Perdiem Daily


Repetition Without Repetition

Ithinkthe reason whyLucashasbeenpromotedtooperationsmanagerisbecauseofhisperformance.

Lucashasbeenpromotedtooperationsmanagerbecauseofhisperformance.

Wedonothavethemanpowertocarry out the major overhaul of the gas turbineorthesparepartstocarry out the major overhaul of the gas turbine.

Wehaveneitherthemanpowernorthesparepartstocarry out the major overhaul of the gas turbine.

Iaskthe question whethertraineescanattendthegasturbinecourse.

Iaskwhethertraineescanattendthegasturbinecourse.

Eachindividual operatorwillreceiveabonusforcompletingthetaskontime.

Eachoperatorwillreceiveabonusforcompletingthetaskontime.

OurHumanResourcesdepartmentisplanning in advanceameetingtoreviewtheeffectivenessofthenewappraisalsystem.

OurHumanResourcesdepartmentisplanningameetingtoreviewtheeffectivenessofthenewappraisalsystem.

TheAugust8meetinghasbeenpostponed to a later date.

TheAugust8meetinghasbeenpostponed.

11. Avoid repetition

Repetitionmeanssayingthesamethingtwice.Thefollowingexamplesindicatethatitisagoodideatoedityourwritingtolookforrepetitionandredundantwords.


Inthefollowingexamples,noticehowmuchmorestraightforwardandeasytounderstandthesentencesarewhenpresentedwithastrongverbform.

Noun Form Verb Form

giveinstructionsto instruct

makeaclassification classify

carryoutaninvestigationof investigate

performanassessment assess

makeanobservation observe

conductareviewof review

makeadjustments adjust

12. Avoid turning verbs into nouns

Usingthenounformoftheverbtakesmorewordsthanusingastrongverb.Forexample,insteadofsaying“makeadecision”itismoreeffec-tivetosay“decide.”


Examples

Instead of Use this

Thepoliceconducted an investigationintothematter.

Thepoliceinvestigatedthematter.

Ourintentionistoperform an auditoftherecordsoftheprogram.

Weintendtoaudittheprogram.

Mybosshas an expectationthatIwillattendthePowerandGasExhibition.

MybossexpectsmetoattendthePowerandGasExhibition.

AuthorizationwasgivenbythePlanningmanagertopurchasenewcomputers.

ThePlanningmanagerauthorizedthepurchaseofnewcomputers.

Wehopeyou’rewillingtoundertake serious reconsiderationofyourposition.

Wehopeyouwillreconsideryourposition.

Thefunctionofthishandoutistheimprovementofwordywriting.

Thishandoutimproveswordywriting.

Thecommitteemade the decisiontorewardallemployeesintheProductionsection.

ThecommitteedecidedtorewardallemployeesintheProductionsection.

Theimplementation oftheplanwassuccessful.

Theplanwasimplementedsuccessfully.

Take into considerationthecostofmaintainingthedata.

Considerthecostofmaintainingthedata.

Relyontheverbtodothework.


Summary

Thesetipsprovidethebasicsofgoodbusinesswritingandwillalwayskeepyourwrittencommunicationssharpandeffective.

Toproduceeffectivedocuments,pleaseusethesetipseverytimeyouwrite.

1. Keepyourpurpose,readersandcontentinmind

2. Keepyoursentencesshort

3. Usepositivelanguage

4. Uselinkingwords

5. Usesimple,familiarwords

6. Usethepassivevoiceforspecificreasons

7. Usebulletpointsandnumberedlistscorrectly

8. Usetablesandchartseffectively

9. Useimpersonalstylewhenexpressingopinions

10. Avoidoutdatedexpressions

11. Avoidrepetition

12. Avoidturningverbsintonouns


Chapter2Business Memos


This chapter will assist you in preparing and writing memos thatallowyoutocommunicateeffectivelyintoday’sworkplace.

The first section explains the basic structure of a memo.The secondsectionoffersexamplesofthemostcommontypesofbusinessmemos.Itconcludesbygivingyouachecklist tokeep inmindwhenwritingmemos.

Definition of a MemoA memo is a document typically used for communication within acompany.

The Basic Structure of a Memo

1. Heading

2. Purpose

3. Body

4. Conclusion

5. Closing

6. CarbonCopy“CC”

ThebasicstructureofamemoisdiscussedinthefollowingpagesandillustratedinFigure2.1insection6.


To: readers’namesorjobtitlesFrom: yournameorjobtitleDate: currentdateisalwaysincluded(e.g.,February6,20xx)Subject: whatthememoisabout(bespecific)

Example:

• We refer to your memo dated May 23, 20xx regarding theorganization’supdate.

• Attached, as requested, is an updated training record for ourtrainees.

• Ithasbeennoticedthatsomeemployeesarestillsmoking inthemainoffice.

• AllsupervisorswillmeetJune3,20xxat10:00a.m.toworkouttheannualoperatingbudgetsforalldepartments.

Different companies may use other heading formatsthan the one which appears here; use whicheverformatyourcompanyprefers.

1. Heading

Theheadingsectionfollowsthisgeneralformat:

2. Purpose

Thepurposesectionprovidesabriefstatementtodirectyourreadertothepurposeofyourmemo.


3. Body

Thebodysectionexplainsyourrequestorresponse.Itprovidesaddi-tionaldetailstosupportthepurposestatement.

Example:

To: HumanResourcesManagerFrom: HeadofEmployeeRelationsDate: September5,20xxSubject: NewEmployees

TwonewemployeeshavebeenhiredtoworkintheHumanResources Department. Lila Hamdi will begin work onOctober1,andYassinAliwillbeginonOctober15.

Ms. Lila has worked for three years as an administrativeassistantforanothercompany.Duetoherpreviousexperi-ence,shewashiredasaProgramAssistant.

Mr.Yassinhasjustcompletedaone-yeartrainingprogramatGulfCommunityCollege.HewashiredasanAdminis-trativeAssistant.

Iwouldliketointroduceyoutothenewemployees.Pleasescheduleatimeforashortvisit.

Body


Examples:

• YourfeedbackontheattachedproposalbyMay10wouldbeappreciated.

• Pleasecontactmeifyourequirefurtherinformation.• Yourcooperationinthisregardisappreciated.• IwouldappreciateyourcommentsonthismatterbyMarch20,

xx.• Ilookforwardtoreceivingyourapprovalonthismatter.

4. Conclusion

Theconclusionsectionreiteratesthegoalofthememo,andstatesanyactionrequired.

5. Closing

Themostcommonclosingsare:• Sincerely,• Yourssincerely,• Regards,


Figure2.1 Thebasicstructureofamemo

Memorandum

1 Heading

To: readers’ names or job titlesFrom: your name or job titleDate: current dateSubject: what the memo is about (be speci�c)

2 Purpose In paragraph one, state the point or main idea of your memo.

3 BodyIn paragraph two, provide the explanation and background data to support your point if required.

4 ConclusionIn paragraph three, conclude your memo with an action statement by telling your readers exactly what you want them to do.

5 ClosingRegards,NameJob Title

6 Carbon Copy CC:

6. Carbon copy “CC”

If your memo needs to be distributed, then list those people whoshould have a copy for their information only under“cc”, but do notexpectthemtotakeanyaction.


Memorandum

1 Heading

To: OperationSupervisorFrom: TransportSupervisorDate: May1,2003Subject: RenewalofDriver’sLicense

2 Purpose Ourrecordsindicatethatyourdriver’slicensewillexpireonJuly30,20xx.

3 Body

PleasesubmitthefollowingdocumentsbeforeMay15,20xxinordertocompletetheprocessingformalities:• Threesetsofclearpassportphotocopies• Tworecentpassportsizephotographs.

4 Conclusion Yourcooperationinthisregardwouldbeappreciated.

5 ClosingRegards,AmarAhmedTransportSupervisor

6 Carbon Copy CC:HeadofTransport

Example


Example:

To: HeadofDepartmentFrom: MechanicalEngineerDate: March5,20xxSubject: Absencefromduty

This is to inform you that I was unable to report for work onTuesdayandWednesdayoflastweekduetoanillnessthatkeptmeconfinedtobed.

Amedicalcertificatefromthehospitalisattachedforyourfiles.Regards,

KhalidAliMechanicalEngineer

Common types of memos

Memosarefrequentlyused:

1. To inform

To provide information without necessarily expecting any action onthepartofyourreaders.


Example:

To: HeadofMaintenanceFrom: SeniorMechanicalEngineerDate: September15,20xxSubject: MaintenanceManagementcourse

Iaminterestedinattendingtheabovementionedcourse,whichwillbeheldat theHiltonHotel inDubai fromDecember8–12,20xx.

Thiscoursewillcertainlyenhancemyknowledgeofthesubjectand help me meet the maintenance challenges of ourdepartment.

Yourapprovalwouldbegreatlyappreciated.Regards,

LilaHamadSeniorMechanicalEngineer

2. To request

Toobtainpermission,information,approval,help,orassistance.


3. To instruct

To give information in the form of directions, instructions, orprocedures.

Example:

To: AllEmployeesFrom: ABCPlantManagerDate: April16,20xxSubjec: PrivateVehicles

Inordertominimizeroadtrafficaccidents,employeesbringingprivate vehicles to ABC plants are requested to adhere to thefollowingregulations:

1. Allprivatevehiclesshouldbeparkedinsidetheaccommoda-tioncomplex.

2. Company transportation must be used for any work withintheplant.

Yourstrictadherencetotheabovewillbemuchappreciated.Regards,

JassimHansenABCPlantManager


Example:

To: HeadofSafetyFrom: SeniorSafetyEngineerDate: March5,20xxSubject: ReverseParkingSensor

Ithasbeennoticedthatthenumberofaccidentsbeingreportedas a result of reverse parking has increased in the past threemonths.

Therefore, it is recommended that sensors be installed oncompanyvehiclestopreventfurtheraccidents.Regards,

HalaAliSeniorSafetyEngineer

4. To recommend

Suggestinganactionorseriesofactionsbasedonalternativepossibili-tiesthathavebeenevaluated.

Example 1

To: AllEmployeesFrom: HumanResourcesManagerDate: March5,20xxSubject: SmokingPolicy

Inresponsetomanysuggestionsbyemployeesthroughoutthecompany, we have developed a company policy that permitssmokingonlyindesignated smoking rooms.

Thispolicyappliestobothemployeesandvisitorstoouroffice.IfyouhaveanyquestionspleasecontactAliinpersonnelservicesonextension22555.

Regards,KhaledHamdiHumanResourcesManager

5. To respond

Toactinresponsetoyoursuperior’squestionsaboutsomethingrelatedtoyourwork.Also,youmayrespondtoapreviouscommunication.

Example 2

To: MechanicalSupervisorFrom: TeamLeaderDate: March5,20xxSubject: BusinessWritingCourse

In reply to your memo dated March 10, 20xx regarding theabovementioned subject, I am glad to inform you that yourrequesthasbeenapproved.

Please contact the training coordinator to make the necessaryarrangement.

Regards,AmarJassimTeamLeader


Example

To: TechnicalSupportManagerFrom: HeadofMaintenanceDate: June10,20xxSubject: CompressorFailure

We are having frequent failures with the two valves installedrecently in our gas facility. The problem has caused a severedeclineinourproductionrate.

I would appreciate having someone from your company comeandtakeanin-depthlookatthisproblem.

Pleaseletmeknowifyouneedmoreinformation.Regards,

MohamedHansenHeadofMaintenance

6. To complain

Toexpressdisapprovalofanunsatisfactorysituation.


7. To remind

Example

To: AllEmployeesFrom: HeadofPlanningDate: July10,20xxSubject: Useofcopier

Ithasbeennoticedthatsomeemployeesinthisdepartmentareusingcopiersforotherthancompanybusiness.

Allemployeesarethereforerequestedtolimittheuseofcopiestocompanybusinessonly.

Yourcooperationinthismatterisappreciated.

LilaAliHeadofPlanning

Toremindyouremployeesaboutthingswhichhavetobecompletedorthathavenotbeenfollowedupappropriately.

Example 1

To: TeamLeaderPowerFrom: PlantManagerDate: July15,20xxSubject: Letterofappreciation

Iampleasedtoconveythemanagement’sappreciationforyouractiveroleandpromptresponseingettingouroperationsbacktonormal.

Youhavedisplayedvaluableprofessionalskillsanddedicationtoyourdutieswhichareparticularlynoteworthy.

We rely upon your continued support in any such futureemergencies.

AdelHassanPlantManager

8. To show appreciation

Example 2

To: TeamLeaderPowerFrom: PlantManagerDate: July15,20xxSubject: Letterofappreciation

Wearepleasedtoinformyouthatyouhavebeenselected“SafetyEmployee of the Month” for raising your concerns about watercoolersatABCrestaurantsandsuggestingasafemethod.

Please accept a gift together with this letter as a token of theManagement’sappreciation.

AdelHassanPlantManager

Toshowappreciationandgratitudeforajobparticularlywelldone.


Summary

Rememberthefollowingtoptenpointswhenyouwritememos:

1. Use the proper memorandum format that your companyprefers.

2. Useaspecificsubjectlinethatsummarizesthememoclearly.

3. Useshort,simplesentences.

4. Focuseachparagraphononeidearelatedtothesubject.

5. Checkspellingwhenthedocumentiscomplete.

6. Identifyyourselfclearly.

7. Thinkofyourreader.

8. Writeitallononepage.

9. Keepitsimple.

10. Keepacopyofallcorrespondenceforfuturereference.


Chapter3Business E-mails


Today, it seemseveryone isusinge-mail forbusinesscommunica-tion.Itisaquick,easy,flexibleandfastmethodofcommunication.

Inthischapteryouwill learnaboute-mailtechniquesthatareaimedathelpingyoucommunicatemoreeffectivelyintheworkplace.

Effective e-mail techniques

1. Writeaclearsubjectline

2. Usethe“cc”button

3. UseOutofOfficeAssistance

4. Useattachmentsforlongdocuments

5. Keepyourmessageshortandtothepoint

6. Don’tusee-mailforimmediateaction

7. Usethespellcheck

8. Usecourteouslanguage

9. Provideanactionstatementwhennecessary

10. Identifyyourselfclearly

11. Don’toveruseabbreviations

12. Don’tuseallcapitalswhentyping


Example 1

Subject: Seminar(Not Clear)Subject: SecurityManagementSeminarheldbySiemens(Clear)

Example 2

Subject: PhotocopyMachine(Not Clear)Subject: AuthorizationforPhotocopyMachinePurchase(Clear)

Example 3

Subject: Information(Not Clear)Subject: RequestforSalaryInformation(Clear)

1. Write a clear subject line

Write the subject lines clearly to let the recipient know what themessageisabout.Whatyouwriteinthesubjectlinesshouldreflectthecontentofthee-mail.

Seetheexamplesbelowonclearandunclearsubjectlines.


Example 4

Subject: Budget(Not Clear)Subject: QuarterlyBudgetReview(Clear)

Example 5

Subject: Meeting(Not Clear)Subject: MonthlySafetyMeeting(Clear)

Example 6

Subject: Complaints(Not Clear)Subject: ComplaintsaboutCigaretteSmokingintheCafeteria

(Clear)


• “To”isexpectedtorespond.• “CC”isexpectedtoreadthemessageasinformation

only.

2. Use the “cc” button

Use the“cc:” button for those individuals who need the information,but who would not be required to reply to your e-mail or take anyaction.

Example

From: [email protected]: [email protected]: [email protected];[email protected]: SafetyTrainingModulesPresentation

Ali,

Pleasebepreparedtomakeaten-minutepresentationon“SafetyTrainingModules”toallemployeesonJune15,20xx,at10.a.m.intheconferenceroom.

Regards,

JassimMohammedSafetyManager

Inthise-mailMr.JassimrequestsAlitodeliverapresentationandhesendscopiestoHassanandLilafortheirinformationonly.






3. Use the Out of Office Assistant

The Out of Office Assistant automatically replies to email messagessenttoyouduringyourabsence.Byusingthistoolyoucanacknowl-edgereceiptofthemessage,andadvisethesenderwhenyouwillbebackatworkandabletorespondtotheirmessages.

How to use the Out of Office AssistantYou can use this method from any computer that runs MicrosoftOutlook.

1. ClickontheToolsmenu.

2. SelectOut of Office Assistant.

3. Click on I am currently out of the office and enter a suitablemessagetobesentinyourabsence.

4. ClickonOKtosavethesettings.

5. RepeatthesestepsandclickI am currently in the officewhenyoureturn.

Example:

From: [email protected]: [email protected]: Out of the Office Auto Reply

IwillbeoutoftheofficefromMarch10to15,attendingtheGasTurbineconference.

PleasecontactAliduringtheabovementionedperiod.

JassimHammedOperationsSupervisor

Usethisfeaturewhenyouareoutoftheoffice

forafewdaysorwhenyouareonleave.




Sincenotallcomputershave thesametypeofsoftware,youshouldinform readers which program or software is needed to open yourattachment.

Itisbesttoinformyourreadersoftheformatofanyattachmentsyousendifthey’reanythingotherthanbasicMicrosoftOfficefiletypes.

4. Use attachments for long documents

Example:

To: [email protected]: [email protected]: ABCCompanyProfileAttachment: ABCCompanyProfile.PDF(90K)

DearMike,

PleasefindattachedABC®CompanyProfile.Shouldyouhaveanyquestions,pleasecontactmeonmymobile:050/4434660.

Note:YourequireAcrobatReadertoopentheattachment.

Regards,

AdelAhmedConsultant

• Before sending an attachment, consider whetheryourreaderhasthesoftwaretoopenandviewthefile.

• Be careful of file sizes; use zip files for extra largeattachments.




5. Keep your message short

E-mailismeanttobebrief.Keepyourmessageshortandtothepoint.Use only a few paragraphs and a few sentences per paragraph. (Forfurtherinformation,seeChapter1,section2.)

6. Don’t use e-mail for immediate action

Don’tusee-mailifyouneedanimmediatereplyoraction.Rememberthatthepersonyouaresendinge-mailtomaybeinameeting,outofoffice,ortakingleaveorabsent.Foranyofthesereasons,theymaynotbeabletoreplytoyouimmediately.

For immediate responsesuseanother,morepersonallydirectmeansofcommunicationsuchasmobileortelephone.

E-mail is a great way to quickly get information tomanypeople,butmaynotbetherightanswerforallcommunications.


7. Use spell check

Makesureallwordsarespelledcorrectly.Spellcheckwillnotpickupwords thatarespelledcorrectly,butare misused within the context of the sentence. Forexample:

Wrong: You may wish to comment on weather theproposedplanmeetsyourrequirements.Right:Youmaywishtocommentonwhetherthepro-posedplanmeetsyourrequirements.

absence accommodate

approximately attendance

behavior colleague

committee competent

decision develop

dilemma discipline

efficiency environment

existence familiar

guarantee guidance

immediately maintenance

maneuver millennium

relevant technique

Someemployeesdonotchecktheirspellingbeforesendingane-mail.Itonlytakesafewsecondstorunaspell-checktopickupanyspellingerrors.This may influence whether your message is read, ignored orrespondedto.

Frequently misspelled business words


8. Use courteous language

Readthee-mailbelowandconsiderhowyouwouldfeel ifyouwerethereader.Thencompareitwiththerevisede-mailwhichiswritteninapoliteway.

Example

Original

From: [email protected]: [email protected]: WorkPermit

NogreetingIamno longer responsible fordealingwithwork permits so do not allow your staff tobringthesepermitstomyofficeanymore.

LetyourstaffcontactHassanfromnowonforallpermitmatters.

Noclosing

Impolitemessage

Revised

From: [email protected]: [email protected]: WorkPermit

DearAli,

I have just transferred to the Trainingdepartment.Please informyourstafftodealwithHassanfromnowon.Yourco-operationisappreciated.

Regards,JassimHamadTrainingCoordinator

Appropriategreeting

Positivemessage

Appropriateclosing






9. Provide an action statement when necessary

Attheendofyoure-mailyoushouldconcludewithanactionstate-ment.Whatspecifically,doyouwantyourreaderstodoasaresultofreadingyoure-mail?

Doyouwantthemtoreplytoyoure-mail,orisitfortheirinformationonly?

Example

To: AllemployeesCC:Subject: Virus–Caution

Wehaveidentifiedavirusintheformofanattachmentwiththeword“Love”,whichwill trytorunitself,withouttheknowledgeofyourfriends,partnersorvendors.

Therefore,donotopenanye-mailorsaveanyattachmenthavingtheword“Love,”evenif it isfromyourtrustedfriends,partners,orvendors.

Regards,

AliSalemInformationSystemManager

ActionStatement


10. Identify yourself clearly

Whencontactingsomeoneoutsideyourorganization,alwaysincludeyour name, occupation title, contact number and any other contactinformation.Thiswillhelpyourreadertorespondtoyoubetter.

Example

To: [email protected]:Subject: RiskManagementSeminar

DearSam,

Regarding our telecom conversation today, the Risk Manage-mentSeminarwillbeheldinDubaionMay15,16,and17.

Toregisterfortheseminar,pleasee-mail:[email protected],

AliHammedAccountsDirectorPhone:(02)232-5693E-mail:[email protected]

Includeyourname,jobtitle,phonenumberande-mail

addresswhenyousendane-mailoutsideyourcompany.





Example:

To: [email protected]: [email protected]: RiskManagementSeminarAttachment:

Ali,

Plzbeinformedthatuarenominated2attendtheRiskManage-mentseminarwhichwillbeheld@HiltonHotel inDubai fromMay15-20,20xx.

Letmeknowifuneedmoreinfo.Regards,

AhmedMohamedTrainingCoordinator

11. Do not overuse abbreviations

Imagineyoureceivethefollowingmessage,whichusesmanyabbre-viations.

The sender of this message uses many abbreviations such as Plzinsteadofplease,Uinsteadofyou,2insteadofto,@insteadofatandinfoinsteadofinformation.

These abbreviations are acceptable in messages to close, personalfriends,butarenotappropriateinbusinesse-mails.Theyoftenmakethereadersfrustratedwhentryingtoreadyourmessages.




12. Do not use all capitals when typing

Theoriginale-mailpresentedbelowisdifficulttoreadandgivesthereadertheimpressionthattheyarebeingshoutedat.Usecapitalletterstohighlightanimportantword,butdon’ttypeyoure-mailentirelyincapitalletters.

Example:

From:To:Subject: EmployeeoftheMonthProgram

DEARALI,

STARTINGINOCTOBERWEWILLBEGINRECOGNIZINGADIFFER-ENT EMPLOYEE FROM EACH DIVISION AS EMPLOYEE OF THEMONTH.SELECTIONWILLBEMADEBYDIVISIONMANAGERSANDWILLBEBASEDONTHEFOLLOWINGCRITERIA:

• PERFORMANCEOFDUTIES• ATTENDANCE• ATTITUDE

Original


Revised

From:To:Subject: EmployeeoftheMonthProgram

DearAli,

StartinginOctoberwewillbeginrecognizingadifferentemployeefromeachdivisionasEmployeeoftheMonth.Selectionwillbemadebydivisionmanagersandwillbebasedonthefollowingcriteria:

• Performanceofduties• Attendance• Attitude

Wouldn’tyouratherreceivetherevisedversion?


Summary

1. Keepyourmessageshort.

2. Makeyoursubjectlinemeansomething.

3. Start your e-mail with Dear and end with a simple closing(ThanksorRegards).

4. Alwaysspellwordscorrectly!

5. Writeinapositivetone.

6. Sign your messages with at least your name, job title andcontactnumber.

7. Don’tuseonlycapitalletters.

8. Don’tjustrelyonane-mail.Ane-mailcanbelost.Follow-upscanoftenbedoneviathetelephoneorregularmail.

9. Avoid using abbreviations unless your readers are familiarwiththeirmeaning.

10. Tellpeopletheformatofanyattachmentsyousendifthey’reanythingotherthanbasicMicrosoftOfficefiletypes.

Inorder forbusinesse-mails tobeeffective, please consider the toptentipsbeforeyouhittheSendbutton:


Chapter4Common Writing Errors


Inthischapterwepointoutsomecommonwritingerrorsthatoccurmost frequently in the workplace by giving real-life examples of

poorwritingandshowinghowthesemightbeimproved.

Asyouproceedthroughthefollowingexamples,youwilldiscoverhowtoavoidthesecommonwritingerrorsatworkandmakeyourwritingstrong and appealing to your readers. Also, you will find commentsfollowingeachexamplewhichmakeyouawareof thewritingerrorsandhowtorevisetheminabetterandeffectiveway.

Thekeypointtowritingeffectivelyispractice. Ifthisisanareayoureallyneedtoworkhardon, Isuggestyouwritealotofmemosande-mailsandletsomeoneeditthemtoshowyouhowyoucanimprovethem.


Example 1

MEMORANDUMTo: AllEmployeesFrom: SecurityManagerDate: June4,20xxSubject: Companyvisitors’procedures

IthasrecentlycometomyattentionthattherearevisitorstotheCompanywhopresentthemselvesanywhereortoanyonetheychoose.

Itisveryimportantthatallvisitorscheckwiththereceptionistonthe1stFloor.Thereceptionistwillcontacttheemployeethatthevisitorhascometosee,andtheemployeewillgototherecep-tionareatoescort theirvisitor.ThereshouldbenounescortedvisitorswalkingthroughtheCompany.

Ifyouhavequestions,pleasedonothesitatetocontactme.

Regards,

HajarJassimSecurityManager

Original

Comments:• Usebullet liststodirectattention.


MEMORANDUMTo: AllEmployeesFrom: SecurityManagerDate: June4,20xxSubject: Companyvisitors’procedures

Inordertoprotectthecompany’ssecurityaswellasthesafetyofallstaff,pleasefollowtheseproceduresforhandlingvisitstothemainoffice:

• Advisevisitorstoreporttothereceptionistonthe1stFloor.• Accompanythevisitortoandfromthereceptionandmeeting

area.

Yourco-operationinmaintainingthehighlevelofprofessional-isminourofficeisgreatlyappreciated.

Regards

HajarJassimSecurityManager

Revised


Example 2

MEMORANDUMTo: AllEmployeesFrom: PlantManagerDate: May15,20xxSubject: New Bus Schedule

Forallemployeeswhomusttravelbackandforthbetweentheairportandtheproductionplant,wehavedevelopedanewbusschedule.

TwobuseswilloperatebeginningJune16.Onebuswillleavethemaingateoftheairportandanotherwillleavethemaingateoftheproductionplantat8:30eachmorning.Theywillleaveeachplantevery20minutesthereafter.

Theafternoonschedulewillbeginat1:20p.m.,andthelastbuswill leave at 4:20 p.m. Note that no buses will leave betweennoonand1p.m.

Regards,

HajarJassimPlantManager

Original

Comments:• Usetablestopresentnumericaldatainconciseformandtodraw

thereader’sattention.


To: AllEmployeesFrom: PlantManagerDate: May15,20xxSubject: New Bus Schedule

Whom does it concernThe new bus schedule affects all employees who must travelback and forth between the airport plant and the productionplant.

Effective dateTwobuseswilloperatebeginningJune16.

Bus timingsThe following table shows the bus-timing schedule for bothbusesleavingthemaingatesofeachplantasfollows:

Morning Afternoon8:30 10:10 1:20 3:00

8:50 10:30 1:40 3:20

9:10 10:50 2:00 3:40

9:30 11:10 2:20 4:00

9:50 11:30 2:40 4:20

Note:Nobuseswill leavebetweennoonand1p.m.andthe lastbuswillleaveat4:20p.m.

Regards,

HajarJassimPlantManager

Revised


Example 3

MEMORANDUMTo: ProjectManagerFrom: ElectricalEngineerDate: June4,20xxSubject: AppreciationletterforGasProjectTeam

Someofmycolleagueshavereceivedaletterofappreciationforthe above project. I was very surprised to see my name notincluded in the lists, as I have been contributing not only toenhancecompanyobjectives,butalsotopaycloseattentiontoworkbeingsafelyperformedduringthisproject.

I therefore feel very upset as my input in the abovementionedprojectwasnotconsidered.

Thistypeofunfairnessleadstodemoralizationofemployeesandgoes against companies benchmarking in creating a healthyenvironmentandboostingemployeemoral.

Iamlookingforwardtoyourdecision.

Regards,

YassinAliElectricalEngineer

Original

Comments:• Control your emotionsinbusinesswriting.


MEMORANDUMTo: ProjectManagerFrom: ElectricalEngineerDate: June4,20xxSubject: AppreciationletterforGasProjectTeam

It has been noted that some employees involved in the Gasprojecthavenotbeenacknowledged.

Obviously, such practice is contrary to company guidelines astheyrelatetotheemployees’motivationscheme.Unfortunately,anyperceivedunfairnessmaywellcreateanunhealthyenviron-mentamongtheemployees.

Yourreplyinthismatterwouldbemuchappreciated.

Regards,

YassinAliElectricalEngineer

Revised


Example 4

MEMORANDUMTo: MikeHansenFrom: MohamedAfeefDate: June4,20xxSubject: AttendanceNotice

Yourworkhasbeenexcellent.However,yourabsencerecord isnowoverrulingyourworkrecord.Wehavedifficultyschedulingwhenwecannotdependonyourattendance.Wehavediscussedthissubjectwithyouseveraltimesbefore.Nowyourattendancemustmeetourrequirementsorwewillhavetoissueawarningletterifwedonotseeimmediateimprovement.

Youradherencetotheaboveisappreciated.

MohamedAfeefSeniorProjectEngineer

Original

Comments:• Useshort paragraphs.• Use one idea per paragraph to emphasize each important

concept,sothereaderwillnotgetlosttryingtounderstandyourmessage.

• Think of your reader.


MEMORANDUMTo: MikeHansenFrom: MohamedAfeefDate: June4,20xxSubject: AttendanceNotice

Thisistoremindyouthatyourabsencerecordhasaffectedthemanpoweravailabilityandasaresultyourcolleaguesareunabletoscheduletheirdutyroster.

Therefore, you are requested to meet the operations require-ments. A warning letter will be issued to you if we do not seeimmediateimprovement.

Youradherencetotheaboveisappreciated.

MohamedAfeefSeniorProjectEngineer

Revised


Example 5

MEMORANDUMTo: AllEmployeesFrom: TransportCoordinatorDate: June4,20xxSubject: RenewalofSecurityPass

You are kindly requested to renew your Security Pass threemonthsbeforeitsexpirydate;thisisinordertoavoidanydelayinobtainingitintime.

Failuretoapplywillbethesoleresponsibilityoftheemployee.ThiswillbeareminderforthatemployeewhoseSecurityPassisexpiringwithinthreemonthsoftime.

ThefollowingnecessarysupportingdocumentsarerequiredtobesubmittedpersonallytotheTransportCoordinator.

1) Adulyfilledsecuritypassrenewalidentificationform.2) 4setsofcolorpassportphotocopies.3) 4setsofsecuritypasscopies.

Foranyqueries,pleasedonothesitatetocontacttheTransportCoordinatoron43122.

Your support, cooperation, and timely action in this respectwouldbemuchappreciated.

Original


Important note for expatriate employeesIfyourResidencepermitexpireswithinthenext threemonths,then you must contact the Documentation Supervisor (ITS No.43122),hewillassistyoutocompletetheformalitiesofrenewingtheresidencevisa.Onceyoureceivearenewedresidencevisa,acopymustbesubmittedtotheRTCoffice.Regards,

AliAhmedTransportCoordinator

Comments:• Use headings to attract your readers’ attention to important

information• Usenumbersforeasyreference

MEMORANDUMTo: AllEmployeesFrom: TransportCoordinatorDate: June4,20xxSubject: RenewalofSecurityPass

Policy YouarekindlyrequestedtorenewyourSecurityPassthreemonthsbeforeitsexpirydate;thisisinordertoavoidanydelayinobtainingitintime.

Employee’sresponsibility

Failuretoapplywillbethesoleresponsibilityoftheemployee.ThisisareminderforemployeeswhoseSecurityPassisexpiringinthreemonthstime.

Howtorenew Pleasefollowthestepsbelowtorenewyoursecuritypass.

Revised


Step Action1 Getsecuritypassesrenewalidentification

documentfromthetransportoffice.

2 Fillintheformandattachthefollowing:

6recentpassportsizephotographs(backgroundhastobeinred)4setsofclearpassportphotocopies4setsofclearsecuritypasscopies

3 SubmitinpersontotheTransportcoordinator

Expatriateemployees

Ifyourresidencepermitexpireswithinthenextthreemonths,youmustcontacttheDocumentationSupervisorashewillassistyouincompletingtheformalitiesforrenewingtheresidencevisa.Onceyoureceivearenewedresidencevisa,acopymustbesubmittedtothetransportoffice.

Anyquestions?

Foranyqueries,pleasecontacttheTransportCoordinatoron43122

Yoursupportandcooperationaremuchappreciated.Regards,

AliAhmedTransportCoordinator


Example 6

MEMORANDUMTo: PlantManagerFrom: MechanicalEngineerDate: June4,20xxSubject: SalaryAdjustmentRequest

Iamwritingtoyoutorequestanincreaseinmymonthlysalary.IfeelthisletterisnecessarybecauseIhavenotbeenofferedanincreaseoverthelastfiveyears.

IfeelthatIamanassettothecompany.IbelieveIhaveperformedall my required duties and others to the best of my ability.TheskillsIprovidearevaluable,andI’msureyou’llagree,theyareanessentialpartoftherunningofthisbusiness.

I am looking forward for your approval and appreciate yourcomments.

Regards,

KhalidAfeefMechanicalEngineer

Original

Comments:• Avoid beginning too many sentences with“I” in your business

writing.• Keepyourparagraphsshortandto the point.


MEMORANDUMTO: PlantManagerFrom: ElectricalEngineerDate: June4,20xxSubject: SalaryAdjustmentRequest

ThisistorequestanadjustmenttomymonthlysalarysinceIhavenotbeenofferedanincreaseforthepastfiveyears.

Mypersonalcontributiontowardenhancingtheproductivityofthisdepartmentisattachedforyourinformation.

Yourapprovalinthismatterwouldbemuchappreciated.

KhalidAfeedElectricalEngineer

Revised


Example 7

To AllEmployeesCC LeadershipteamSubject MisuseofE-mailPrivilegeAttachment

Weallliketosendandreceivee-mails,butpersonalmailingsuseuptoomuchtimeandareadistractionfromourwork.

Therefore,allemployeesarerequestedtorefrainfromusingtheircompanye-mailaccountforpersonalmail.Thoseemployeeswhocontinuetoabusetheire-mailprivilegewillhavetheiraccountsrevoked.

Rememberthattheaccountwasgiventoyoutomakeyourjobeasierbyfacilitatingquickcontactwithbusinessassociates,nottomakeitpossibletocommunicatewithfamilyandfriends.

Pleaserespectyoure-mailprivilegeanddon’tabuseit,otherwiseyouriskhavingyouraccesstoe-mailsuspended.Regards,

AliSalemITManager

Original

Comments:• Keepyoure-mailmessagesshortandto the point.


To AllEmployeesCC LeadershipteamSubject MisuseofE-mailPrivilegeAttachment

It has been observed that some employees have taken advan-tageoftheircompanye-mailbysendingnon-businessmessagestoalargegroupofusers.

Thispracticeisunacceptableinourenvironmentanddisciplinaryaction will be taken against anyone found misusing his or here-mail.

Yourco-operationwouldbegreatlyappreciated.Regards,

AliSalemITManager

Revised


Example 8

MEMORANDUMTo: TransportManagerFrom: TransportOfficerDate: October10,20xxSubject: Short-termhireofbuses

I’dliketotellyouthatwearehavingabitofenginetroublewithourbusesatthemomentandI’m afraidthey’llalmostdefinitelybe off the road for a week or so.What I want to say is quite aproblemforusbecauseI’llneedthebusesnextWednesday.

So,I thinkthebestwaytogetroundthisproblemisforustohirethesamesortofbusforthetimebeingjustuntilourmechanicscangetourbusesbackontheroad.

CanyoutellmeifyouthinkthisideaisOK?

IvanNaserTransportOfficer

Original

Comments:• The language used in the above memo is appropriate spoken

English.• Donotusecontractions.

Contractionsarethewordsformedfromtwoabbreviatedwords,suchas“I’d”,“I’m”and“they’ll.”Writethewordsinfull.

• Do not use informal expressions such as“I think,”“I’m afraid,”“whatIwanttosay”and“ok.”


MEMORANDUMTo: TransportManagerFrom: TransportOfficerDate: October10,20xxSubject: Short-termhireofbuses

Bothbusesusedtotransportpassengersbetweenthecompanyheadofficeandthefieldsarecurrentlyunderrepairduetoengineproblems.Theyarelikelytobeoutofserviceforatleastaweek.

Therefore, it is recommended that two similar buses be hiredtemporarilyuntilourvehiclesareroadworthyagain.

Yourapprovalwouldbeappreciated.

IvanNaserTransportOfficer

Revised


Example 9

To [email protected] CarLoanRequestAttachment CarLoanApplicationForm

Please find attached herewith the car loan application formpursuant to your request.

Pleasecompletetheattachedformandforward to the under-signed latest by July 10, 20xxinordertocompletetheprocess-ingformalities.Regards,

MohamedHamdiHumanResourcesCoordinator

Original

Comments:Removetheold-fashioned phrasesintheabovee-mailmessageasillustratedbelow:• “Please find attached herewith”isanold-fashionedphraseand

canbereplacedby“Attached is.”• “Pursuant to your request”canbereplacedby“As requested.”• “Forward to the undersigned” can be replaced by “Send it

to me.”



To [email protected] CarloanrequestAttachment Carloanapplicationform

Attachedisthecarloanapplicationformasrequested.

PleasescompletetheattachedformandsendittomebeforeJuly10,20xx.Regards,

MohamedHamdiHumanResourcesCoordinator

Revised



Example 10

To: [email protected]:Subject: EnglishLanguageTrainingProposal

DearHamad,

As requested, I have attached a proposal 4 your employees 2come&studybusinesscommunication@ZayedUniversity.

Iwillgetintouchwithyoushortly2discussaboutyourrequire-mentsforacustomprogramme.Regards,

HajarKhaledTrainingCoordinator

Original

Comments:• AvoidusingSMSlanguageinyourbusinesse-mails.



To: [email protected]:Subject: EnglishLanguageTrainingProposal

DearHamad,

Asrequested,IhaveattachedaproposalforyouremployeestocomeandstudybusinesscommunicationatZayedUniversity.

Iwillgetintouchwithyoushortlytodiscussaboutyourrequire-mentsforacustomprogramme.Regards,

HajarKhaledTrainingCoordinator

Revised



Chapter5Useful Business Phrases


This chapter provides you with the most common businessphrases that are often used in business correspondence. These

phrasesaredividedintosectionsaccordingtotheirpurpose.Theideais that you can copy them directly into your day-to-day businesscorrespondence.

Common business phrases

1. Referringtoapreviouscommunication

2. Requests

3. Referringtoanegativeissue

4. Enclosingdocuments

5. Condolences

6. Congratulations

7. Apologies

8. Recommendations

9. Closingphrases


1. Referring to a previous communication

Example 1

With reference to your e-mail dated January 24, 20xx pleasefindattachedourcommentsregardinglastweek’sdevelopmentseminar.

Example 2

We refer to your comments regarding the fire extinguisherswhichwereraisedbythesafetyteamafterthelastsafetyinspec-tion.Iampleasedtoreportthatallfireextinguishershavebeenre-positionedandarenoweasiertoaccessincaseoffire.

Example 3

Further to our telephone conversation today, I would like toconfirmthatyourorderwillbedeliveredonMay13,20xx.Pleasecontactusagainifyourequireanyinformation.

• With reference to your [fax / memo / e-mail] dated [ ]regarding...

• I/We refer to your[fax/memo/e-mail]dated[]regarding...• Further toour[telephoneconversation/discussions],thisisto

informyouthat...• With reference toyour[fax/memo/e-mail]dated[],weare

gladtoinformyouthat...

Belowarefiveexamplesonhowtousetheabovebusinessphrases:


Example 4

Further to our discussions, please be informed that the auditmeetingwillbeheldonWednesday,November4,20xx,at10a.m.intheconferenceroom.

Yourattendancewillbehighlyappreciated.

Example 5

With reference to our fax dated March 15, 20xx, we are stillwaiting to hear from you concerning employee workshops forstressmanagement.

WewillappreciateyourreplybyMarch25,20xx.

Example 6

With reference to your e-mail dated January 24, 20xx regard-ingyourproposalontheRiskAssessmenttrainingprogram,wearegladtoinformyouthatyourproposalmetourrequirement.


• It would be appreciated if you could...• Please...• You are (kindly) requested to...• I would appreciate...

Example 1

It would be appreciated if you could approve my request toattendtheGitexExhibitionfortwodays.

Example 2

Please submit a copy of your driver’s license to the transportofficebeforeMarch15,20xx.

Example 3

You are kindly requested to review the attached documentsregarding the power upgrade project and to let me have yourcommentsbeforeMay15,20xx.

Example 4

I would appreciate receiving a copy of the financial report byJuly15,20xx.

2. Requests

Belowarefourexamplesofhowtousetheabovebusinessphrases:


Example 1

It has come to my notice that someemployeesresidinginthenon-smokingwingssmokeintheirrooms.Thispracticeisagainstthecompany’snon-smokingpolicy.

Therefore,residentsinthenon-smokingwingsarerequestedtostopsmoking.

Youradherencetocompanypolicyisappreciated.

Example 2

It has been noticed that some employees are removing theirofficefurnituretothenewAdministrationbuilding.

You are therefore requested to return all removed furnitureimmediatelyandhandovertheoldfurnituretotheservicescoor-dinator,Mr.Ali.

3. Referring to a negative issue

• It has come to my [attention/notice] that . . . • It has been [observed/noticed] that . . . • I /We have [ noticed/observed ] that . . .

Below are four examples on how to use the above business phrases:


Example 3

It has been observed that some employees are sending non-businessrelatede-mailstoalargenumberofemployees.

This istoremindeveryonethate-mail isacommunicationtoolandshouldonlybeusedforbusinessrelatedcommunication.

Thosewhowishtoshareotherinformationofvalueandinteresttosomeemployeescanusethediscussionforumwhichisavail-ableinourcompanyintranet.

Example 4

We have noticed that someemployeesareusingtheirmobilephoneswithcamerafacilityintheoilfieldarea,whichiscontrarytomanagementinstructions.

Therefore, all heads of departments are urgently requested toremind their staff to avoid using mobile phones with camerafacilities.


Example 1

Please find attachedacopyofthesafetytrainingmatrix.

4. Enclosing documents

• Please find attached . . . • Attached you will find . . . • Enclosed...• [We/I] enclose/attach...

Belowarefourexamplesonhowtousetheabovebusinessphrases:

Example 2

Attached you will findacopyofthesafetytrainingmatrix.

Example 3

Enclosed is a copy of the safety training matrix for yourinformation.

Example 4

We attach the updated listing of the new safety video tapesavailableonthetraining.


Example 2

With deep sorrow, we regret to inform you of the sad demise of the mother of Mr. Ahmed today in Lebanon. May God givehimandhisfamilythecourageandstrengthtobearthissevereloss,andmaythedepartedsoulrestinpeace.

OnbehalfofABCManagement,weexpressourheartfeltcondo-lencestothebereavedfamily.

Example 1

With deep sorrow, this is to announce the sad demise of the father ofMr.Hassan.

WetrulyhopethatHassanandhisfamilycangatherthestrengthandcourageduringthisdifficulttime.

5. Condolences

• With deep sorrow, this is to announce the sad demise of the [father/mother/wife/son/daughter] of [name]. May God blesshissoulinpeace.WeexpressourheartfeltcondolencestoMr./Ms.[name]andhisfamily.

• It is with profound sorrow, that we announce the sad demise of our colleague, [name], [job title] on [date]. Weexpressourheartfeltcondolencestothebereavedfamily.

• It is with deep regret and sorrow, that we convey the sad demise of the[brother/sister/mother/father/wife/son/daugh-ter]ofMr./Ms.[name].WeprayforthealmightyAllahtogivethebereavedfamilythecourageandstrengthtobearthisgreatloss.

Belowaretwoexamplesofhowtousetheabovebusinessphrases:


Belowarefourexamplesofhowtousetheabovephrasesinabusinesscontext:

Example 1

Congratulations onyourpromotiontoSupervisor.

Thispromotionisinrecognitionoftheexcellentworkyouhavedoneforthiscompany.

WeareveryconfidentthatyouwillmeetthenewresponsibilitieswhichaccompanythepositionofSupervisorwiththesamelevelofenthusiasmwhichyouhavedemonstrated.

6. Congratulations

• Congratulations on . . . • On behalf of..., I congratulate you on . . . • We congratulate you on...• Please accept my congratulations on . . .

Example 2

I am pleased to advise that with effect from June 1, 20xx, Mr.KhaledAlMaskarihasbeenappointedITManagerofABC.

Thisposition,asweallknow,isaveryimportantpositioninourorganization,wethereforerequestyour fullsupport forKhaledandhisteam.

On behalf of ABC Management, we congratulate Khaled onhisnewassignmentandwishhimeverysuccess.


Example 3

We congratulate you onyourrecentpromotiontoOperationsManageratABCCompany.Thisnewpositionwillpresentoppor-tunitiesthatwillchallengeyourexperienceofthepast10yearsinthefield.

WehopeyouwillcontinuetokeepABCCompanyanintegralpartof your plans for growth. Best wishes for a successful future asOperationsManager.

Example 4

Itwaswithgreatpleasurethat I readofyourpromotiontothepositionof[position]with[nameoffirm]!

Iamsureyourfirmhasmadeaverywisechoiceandthatyouwillexcelinyournewroleas[position].

Please accept my congratulations onyourpromotionandmyverybestwishesforyourcontinuedsuccess.


Example 1

We are sorry to inform you thatweareunabletomakedeliveryontheabovereferencedpurchaseorderonthedateindicated.

Please accept our apologies for this delay and thank you foryourunderstanding.

Example 2

Due to changes and events beyond our control,wewillpost-poneourmeetingforthisweekandmeetnextMonday,February20,20xxattheconferenceroom.

Please accept our apologies for any inconvenience this has caused you.

7. Apologies

• We are sorry to inform you that. . .• Due to circumstances beyond our control we are sorry to

inform you that. . .• Please accept my apologies for the . . . • We apologize for . . . • We are sorry for any inconvenience.

Belowaresixexamplesofhowtousetheabovebusinessphrases:

Example 3

Please accept my apologies formissingthesafetymeetingonDecember15,20xx.

I had planned on attending this meeting but my wife had anemergency.


Example 4

We apologize forthewayyouweretreatedbyouraccountingdepartment.

Undernocircumstancesshouldacustomerbeshownanythingbutexcellentservice.

Thankyouforbringingthisproblemtoourattentionandwearetakingstepstoavoidthiskindofbehaviorinthefuture.

Example 5

ThisistoinformyouthattheAirportroadwillbeclosedforoneweektoconstructroadhumpsstartingfromMay4,20xx.

Appropriate signboards and flashlights will be made availableduringtheaboveperiodtoalertthedrivers.

We apologize for any inconvenience and thank you for yourpatience.

Example 6

PleasebeinformedthattheafternooncliniconTuesday,June7,20xxwillbeclosedat8:00p.m.(insteadof9:00p.m.)foropera-tionalreasons.

Thedutydoctorwillbeon-callforanyemergencies.

We are sorry for any inconvenience.


Example 1

This isto informyouthatthebookingfor indoorcyclingattheABCclubhassignificantlyincreased.Asaresult,manymemberswereunabletousethisequipment.

Therefore, it is recommended thatextramachinesbebroughtintofulfillallmembers′needs.

Example 2

This isto informyouthatthebookingfor indoorcyclingattheABCclubhassignificantlyincreased.Asaresult,manymemberswereunabletousethisequipment.

I therefore recommend bringing extra machines to fulfill allmembers′needs.

8. Recommendations

• It is [recommended/suggested/proposed] that specifica-tionsshouldbechanged.

• I would like to [recommend/suggest/propose] that weshouldchangethespecification.

• I would like to [recommend/suggest/propose]changingthespecifications.

Belowaretwoexamplesonhowtousetheabovebusinessphrases:


• Your co-operation in this matter would be greatly appreciated.

• Your [co-operation/support] would be appreciated.• Your support would be greatly appreciated.• Your reply by . . . would be appreciated.• Please [contact/call] me if [you have any questions/you

require any information]• [I/We] would appreciate your [comments/reply/feedback]

on this matter by . . . • Your adherence to the above is appreciated.• I look forward to receiving your approval on this matter.

Example 1

It has been noticed that some employees are removing theirofficefurnituretothenewAdministrationbuilding.

You are therefore requested to return all removed furnitureimmediatelyandhandovertheoldfurnituretotheservicescoor-dinator,Mr.Ali.

Your co-operation in this matter would be greatly appreciated.

9. Closing phrases

Herearenineexamplesonhowtousetheabovebusinessphrases:


Example 2

Ihaverecentlynoticedthat it isbecomingincreasinglydifficulttomaintaincleanlinessandorderinthesupplyroom.

Itiseveryone’sresponsibilitytokeepthesupplyroomneatandtidy.

Your co-operation would be appreciated.

Example 3

PleasebeinformedthatoursupervisorMr.Khalidisinvolvedinmanyactivities.Sinceheissobusy,Iwouldliketosuggestthatyouhandlethepowerupgradeproject.

Your support would be greatly appreciated.

Example 4

Pleasesendusmoreinformationconcerningyourdirectdepositoption as well as the monthly paperwork required to releasefundsfordirectdeposit.

Your reply by May 15, 20xx would be appreciated.


Example 6

Thisistoremindyouthatyourannualperformancereviewisduenextmonth.Ihavescheduledareviewmeetingwithyouinmyofficeat11a.m.onMonday,February15,20xx.

Please call me to confirm whether you can attend the meeting at the above time and date.

Example 7

IhavereceivedapersonalinvitationtoattendthePowerGenera-tionExhibitionwhichwillbeheldfrom19thtill21stMay20xxattheDubaiInternationalExhibitionCenter.

I would appreciate yourapprovaltoattendthisexhibition.

Example 5

Attached is the outline of an upcoming course on Health andSafetywhichwillbeheldfromMarch27–31,20xxinDubai.

Please contact me if you have any questions.


Example 8

Thisistoremindyouthatyourabsencerecordhasaffectedthemanpoweravailabilityandasaresultyourcolleaguesareunabletoscheduletheirdutyroster.

Therefore, you are requested to meet the operations require-ments. A warning letter will be issued to you if we do not seeimmediateimprovement.

Your adherence to the above is appreciated.

Example 9

ThisistoinformyouthatacareerdevelopmentconferencewillbeheldonMay15–20,20xxattheSheratonHotel.

The conference would certainly enhance my knowledge andallow me to exchange practical ideas with the participants.Therefore, it would be appreciated if I could attend thisconference.

I look forward to receiving your approval on this matter.


Chapter6Avoid Confusing Words


Thischapterhighlightswordsthataremostcommonlymisusedineverydaywritingtasks,andgivescontextualexamplestohelpthe

writerappreciatethedifference.

Here is a list of these easily confused words, along with their actualmeaningandexamplesoftheircorrectusage.

Accept Except

Acceptmeans“toreceive.” Exceptmeans“notincluding.”

Pleaseacceptmygift. Wefoundeverythingexcepttherightdocument.

Access Excess

Accessmeans“admittance,awayofapproach.”

Excessmeans“largeramountthanneeded.”

Noonehadaccesstotheoffice.

Thecontractwasinexcessof$1million.

Advice Advise

Advice(noun):isan“opinionaboutwhatshouldbedone.”

Advise(verb):means“torecommend.”

Theinstructorgavegoodadvice.

Theofficeradvisedthedrivertoslowdown.

Affect Effect

Affectisusuallyaverbmeaning“toinfluence.”

Effectisusuallyanounmeaning“result.”

Thecostwillaffectthefinalcontract.

Hisopinionhadnoeffectonmydecision.


Believe Belief

Believe(verb) Belief(noun)

Ibelieveabonusforouremployeesshouldbebasedonemployees′performance.

IhavebeeninformedthattwoemployeesattheABCbranchdonoteatcertainmeatsduetotheirreligiousbeliefs.

Complement Compliment

Complementmeans“tocompletesomething.”

Complimentmeans“praise”or“congratulate.”

Thatbluetiecomplementsthegreyshirt.

Mr.Alicomplimentedusonourefficientoffice.

Co-operation Corporation

Co-operationmeansworkingtogether.

Corporationisabusinessorganization.

Pleaseextendourthankstoyouremployeesfortheirco-operation.

OurcomputersoftwarecorporationisinterestedinfindinguniqueWebsitedesigners.

Farther Further

Use“farther”torefertophysicaldistance.

Use“further”tomeanadditional.

Thenewofficesupplystoreisfartherfromourofficethanweexpected.

Aliwillprovidefurtherinformationabouttheworkstationatthenextmeeting.


Insure Ensure

Insuremeans“toprotectwithinsurance.”

Ensuremeans“tomakecertain.”

Iinsuredmyhouseagainsttheftfor$10,000.

TheoperatormustensurethatvalvesAandBareneveropenatthesametime.

Moral Morale

Moralreferstoethicalbelief. Moralemeansspirit.

Khalid’sstrongmoralsensepreventedhimfromcheating.

Themoraleoftheemployeeshasincreasedsincetheyreceivedabonus.

Patience Patients

Patience:self-control,endurance

Patients:sickpeople

Hehasnopatiencewithsmallchildren.

Thedoctormustvisithispatientsatthehospital.

Personal Personnel

Use“personal”whendiscussingsomethingrelatingtoaparticularperson.

Use“personnel”todiscussthestaffofanorganization.

Leaveyourpersonalbelongingsoverthere.

Thepersonneldepartmenthasyoursalaryrecord.

Practice Practise

Practiceisthenoun(BritishEnglish).

Practiseistheverb.

Thepracticehasbeencancelled.

Hemustpractiseeveryday.


Precede Proceed

Precedemeans“tocomebefore.”

Proceedmeans“togoforward.”

Weknewthatthekeynotespeakerprecededthespeakerwewantedtohear.

Wedecidedtoproceedwiththeproject.

Stationary Stationery

Stationary(adjective):havingafixedplace

Stationery(noun)referstoofficesupplies.

Asecurityguardstandsinastationaryposition.

Couldyougotothestoreandgetmesomestationery.

Weather Whether

Weather:thetemperatureorconditionsoutside.

Whether:usedwhentalkingaboutachoicebetweentwopossibilities.

Thetripwascancelledduetobadweather.

IamwritingtofindoutwhetheryouhaveroomsavailableintheSheratonHotelinthesecondweekofMay.


Chapter7Personal Business Documents


Thischaptercoversthemostcommonpersonallettersthatyoucanfamiliarizeyourselfwithforyourowncorrespondenceneeds.These

lettershavebeendividedintothreecategories:

• Employee’srequestletters• Congratulationletters• Appreciationletters


1. Employee request

Course or conference request (sample 1)

To:From:Date:Subject: Report Writing Course

Aspartofmycareerdevelopment,Iaminterestedinattendingthe above mentioned course, which will be held in [Location],from[Date]to[Date].

Thiscoursewillcertainlyenhancemyknowledge,andenablemetogainpracticalskillsthatwillbevaluableinmyfield.

Yoursupportwouldbegreatlyappreciated.Regards,

[Name][JobTitle]


Course or conference request (sample 2)

To:From:Date:Subject: Career Development Conference

ThisistoinformyouthataCareerDevelopmentConferencewillbeheldon(Date)in(Location)atthe(Location).

The conference would certainly enhance my knowledge andallowmetoexchangepracticalideaswiththeparticipants.

Therefore, it would be appreciated if I could attend thisconference.Regards,

[Name][JobTitle]

Car loan request

To:From:Date:Subject: Car Loan Request

ThisistoinformyouthatIamcurrentlyemployedasa(JobTitle)since(Date).

Itwouldbeappreciated ifyoucouldconsidermyrequest foracarloaninordertoavoidbankinterestrates.

Yoursupportwouldbeappreciated.Regards,

[Name][JobTitle]


Leaving due to illness

To:From:Date:Subject: Leaving due to illness

Asyouknow, Ihavebeenveryunwell forsometimenowand,as a consequence, feel that I am unable to work for (Name ofCompany)anylonger.

This was not an easy decision and took a lot of consideration.However,pleasebeassuredthatIwilldoallIcantoassistinthesmoothtransferofmyresponsibilitiesbeforeleaving.

Iwishbothyouand(NameofCompany)everygoodfortuneandIwouldliketothankyouforhavingmeaspartofyourteam.Regards,

[Name][JobTitle]


Moving to another company

To:From:Date:Subject: Moving to another company

IhavedecidedthatitistimetomoveonandIhaveacceptedapositionelsewhere.Thiswasnotaneasydecisionandtookalotofconsideration.However,IamconfidentthatmynewrolewillhelpmetoachievesomeofthegoalsIhaveformycareer.

Pleasebeassuredthat Iwilldoall Icantoassist inthesmoothtransferofmyresponsibilitiesbeforeleaving.


[Name][JobTitle]


Mobile phone request

To:From:Date:Subject: Mobile Phone Request

ThisistodrawtoyourattentionthatmyjobrequirementsdictatethatIusemypersonalmobileforbusinesscommunication.

I seekyoursupport toprovidemewithamobilephoneasperthecompanypolicy.Regards,

[Name][JobTitle]

Patient accompany request

To:From:Date:Subject: Patient Accompany Request

Thisistoinformyouthatmy(father)hasbeenhospitalizedinthe(Name)Hospital

My(father’s)treatmentwillbecarriedoutoverseasanditcouldtakeafewmonthsuntilrecovery.

Therefore,Iamseekingyoursupportandapprovaltoaccompanymy(father)tohelp(him)asindicatedinthemedicalreport(seeattached).Regards,

[Name][JobTitle]


Resignation letter (sample 1)

To:From:Date:Subject: Resignation

ThisistoinformyouthatIhavedecidedtogobacktomycountryduetopersonalproblems.

Ihaveworkedwith(NameofCompany)since(Date)and ithasbeenapleasureworkingfor(NameofCompany).Ifeelitistimetolookforfurtherchallengesinadditiontobeingwiththefamily.

Pleaseacceptmyresignationas(JobTitle),effectivefrom(Date).

Thankyou for the rewardingexperience Ihaveenjoyedduringmy(seven-year)associationwiththeorganization.Regards,

[Name][JobTitle]



As required by my contract of employment, I give you (fourweeks)noticeofmyintentiontoleavemypositionas(JobTitle).


[Name][JobTitle]




It is with deep regret that after (eight) years with (Name ofCompany),Imustresignmyposition,effective(Date).

Financial considerations, and family obligations, require that Iacceptapositionthatdemandslesstravelandtimespentawayfromhome.

The opportunity for growth and continuing challenges offeredby(NameofCompany)inthesepast(eight)yearshavebeenofgreatpersonalandprofessionalvaluetome.Iwillmisstheper-sonalclosenessandtheconsiderationshownbyallmembersofthecompany.Regards,

[Name][JobTitle]




I have accepted a position as (New Job Position) at (Name ofCompany). I am looking forward to my new position and thechallengesthatawaitme.

Pleaseacceptmyresignationas(JobTitle),effective(Date).

Iappreciatehavinghadtheopportunitytoworkforsuchafinecompany.Iwishyouandtheorganizationcontinuedsuccess.Regards,

[Name][JobTitle]

Salary raise request (sample 1)

To:From:Date:Subject: Salary Raise Request

This is to request an adjustment in my monthly salary since Ihavenotbeenofferedanincreaseoverthelast(five)years.

IhaveperformedallmyrequireddutiestothebestofmyabilityandtheskillsIprovideareanessentialpartof(Mechanical)section.

Yourconsiderationandapprovalinthismatterwouldbegreatlyappreciated.Regards,

[Name][JobTitle]


Salary raise request (sample 2)

To:From:Date:Subject: Salary Raise Request

Iappreciatetheopportunity Ihavehadduringthepast (three)yearsofservingas (JobTitle).Thispastyearhasbeenanespe-ciallychallengingbusinessenvironment,andIhaveeveryhopethatthesuccessachievedwillcontinueforthenearfuture.

Hereisalistofmymostsignificationcontributionstothedepart-mentandthecompanyinthepastthreeyears:

• ............• ............

Iamconfident thatyouwillofferasalary increase that reflectsmyinputandmystandinginthedepartment.Regards,

[Name][JobTitle]


Study leave request (sample 1)

To:From:Date:Subject: Study Leave Request

This is to inform you that I have been accepted for a one yearprogramscholarshipfrom(NameofCompany)togetaMaster’sdegreein(BusinessAdministration).

Therefore, I would appreciate if you could allow me to take astudy leave with pay or with half pay for the abovementionedperiodtosupportmyfamilyduringmyabsencewhileonstudyleave.

Yourconsiderationandsupportinthismatterwouldbegreatlyappreciated.Regards,

[Name][JobTitle]



To:From:Date:Subject: Study leave Request

This is to bring to your attention that I wish to complete mystudiesat the (Nameof theCollege).Thiswillhelpmeachievesome of the goals I have for my career and benefit (Name ofCompany)inreturn.

Your support in granting me study leave would be greatlyappreciated.Regards,

[Name][JobTitle]



To:From:Date:Subject: Study Leave Request

Aftercompletionof(six)yearsin(ABC),IfeelthatIneedtomoveforwardtofurthercontinuemyeducationat(NameofCollege).

Iamsurethat(ABC)managementteamiscommittedtoenhancethepotentialofUAENationalstodeveloptheirskillsinordertomeet(ABC)businessneeds.

Therefore,Iwouldgreatlyappreciateitifyouwouldconsidermyrequestfavorablyandassistmycareerdevelopment.Regards,

[Name][JobTitle]

Transfer request

To:From:Date:Subject: Transfer Request to the Main Office

Thisistodrawyourattentiontothefactthatmy(mother’s)healthconditionisgettingworsewhichisaffectingmyfamily lifeandmycareeraswell.

I would appreciate your understanding and support for myrequesttotransfermetothemainoffice.Regards,

[Name][JobTitle]


Promotion (sample 1)

To:From:Date:Subject: PromotionCongratulations on your promotion to (Job Title). I know howhard you have worked to earn the recognition you presentlyenjoyat (NameofCompany),and I feel that theyhavemadeaverywisechoice.

Please accept our best wishes for your success in your newposition.

[Name][JobTitle]

2. Congratulations

Promotion (sample 2)

To:From:Date:Subject: PromotionItwaswithgreatpleasurethat I readofyourpromotiontothepositionof (JobTitle)with (NameofCompany). Iamsureyourfirmhasmadeaverywisechoiceandthatyouwillexcelinyournewroleas(JobTitle).

Please accept my congratulations on your promotion and myverybestwishesforyourcontinuedsuccess.

[Name][JobTitle]


Appreciation (sample 1)

To:From:Date:Subject: Appreciation

Iappreciatedyourprompttime-keepingandexcellentperform-anceduringyourtrainingperiod.

Wearedelightedtocongratulateyouonhavingsetanexampleto many others during your training period and we recognizeyourdedicationandcommitment.

I hope that you will continue to maintain a good performancerecordandwishyouallthesuccessincompletingyourtrainingperiod.Regards

[Name][JobTitle]

3. Appreciation




Iwouldliketoconveymysincereappreciationtoyouforhandingover the Lost & Found money in the pool car on (Date) to theappropriatedepartment.

Yourhonestyisremarkable.Itsetsafineexampletoothersandalsohighlightsthedutyoftheindividual.

Weapplaudyourhonestyandconveythegratitudeoftheowner.

[Name][JobTitle]



Iwouldliketotakethisopportunitytoconveyourgreatappre-ciationforyourdedicationtoyourworkduringthelast(...)years.

Youplayavitalroleinouroperationstomaintainasafeworkingenvironment.

Wetrustthatyouwillcontinuetoprovidesuchexcellentserviceinthefuture.Regards

[Name][JobTitle]




Wearepleasedtonoteyourkeeninterestandactiveparticipationduringthefinalcommissioningphaseofthe(NameofProject)

Yourdedicationandenthusiasmtolearnareindeednoteworthy.

Wewouldtakethisopportunitytoconveyourappreciationforyourdedicationandlookforwardtoyourcontinuedprogressinthefuture.Regards

[Name][JobTitle]




I am pleased to advise you that your attendance and trainingrecordsrevealprompttime-keeping,excellentperformanceandconsistentprogress.

Iwouldliketotakethisopportunitytoconveyourappreciationof your dedication to your work and of your compliance withcompanypolicies.

Wehopethatyouwillcontinuetomaintainthisgoodpracticetoaccomplishyourtrainingperiodsuccessfullyandsetanexampletomanynewentrants.Regards,

[Name][JobTitle]




It gives me great pleasure to note your outstanding efforts for(....)inasafeandprofessionalmanner.

Iwouldliketotakethisopportunitytocongratulateyouonyourhardworkandhopethatyouwillkeepupthesamespiritinordertodealwithfuturechallenges.Regards,

[Name][JobTitle]



Ihavegreatpleasureinacknowledgingyourcontributionduringtheoverhaulactivitiesof(Projectname).

Yourmotivation,dedicationandsafetyawarenesswilldefinitelycontributetoaccomplishingourobjectivesonschedule.

Iwouldliketotakethisopportunitytoconveyourappreciationofyourinitiativeandhopethatyouwillkeepupyourdedicationandhardwork.Regards,

[Name][JobTitle]




Thisletteristoacknowledgetheeffortmadeandassistanceyouhavegiventomakethesafetycampaignasuccessfulandrecog-nizedevent.

I would like to take this opportunity to express the manage-ment’s appreciation and to wish you every success in futureevents.Regards,

[Name][JobTitle]


Angel,David,andBrentHeslop,The Elements of E-mail Style.Reading,MA:AddisonWesley(1994)

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Bernhardt,Stephen,andEdwardL.Smith,Writing at Work: Professional Skills for People on the Job.Lincolnwood,IL:NTC(1997)

Billingham,Jo,Editing and Revising Text.Oxford:OxfordUniversityPress(1998)

Bond, Alan, Over 300 Successful Business Letters for All Occasions. NY:Barron’sEducationalSeries(1998)

Brown, Ralph, Making Business Writing Happen: A Simple and Effective Guide to Writing Well.Allen&Unwin(2003)

Chesla,Elizabeth,Improving Your Writing for Work,SecondEdition.NewYork:LearningExpress(2000)

Dobson, Ann, How to Write Business Letters. Delhi: Jaico PublishingHouse(2002)

Doherty,Michael,andSusanSwift,Write for Business: Skills for Effective Report Writing.London:Longman(1992)

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References


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Munter,Mary,Guide to Managerial Communication.SixthEdition.UpperSaddleRiver,NJ:PrenticeHall(2002)

Pearsall,T., The Elements of Technical Writing. Needham Heights, MA:AllynandBacon(2001)

Riordan,DanielG.andStevenE.Pauley,Technical Report Writing Today.EighthEdition.BostonandNewYork:HoughtonMiffin(2002)

Seely,John,Writing Reports.Oxford:OxfordUniversityPress(2002)

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Strunk,William,andE.B.White,The Elements of Style.NeedhamHeights:Allyn&Bacon(2000)

Taylor, Shirley, Guide to Effective E-mails. Singapore:Trans Quest AsiaPublishers(2001)

Taylor,Shirley,Model Business Letters, E-mails and Other Business Docu-ments.SixthEdition.UpperSaddleRiver,NJ:PrenticeHall(2004)

Trimble,JohnR.,Writing with Style: Conversations on the Art of Writing.SecondEdition.UpperSaddleRiver,NJ:PrenticeHall(2000)

Vanalstyne,J.andM.Tritt,Professional and Technical Writing Strategies.UpperSaddleRiver,NJ:PrenticeHall(2002)

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148 A Practical Guide to BUSINESS WRITING

I would like to thank Dr. Clarence Emslie, Senior English Language Teacher working for Saudi Development and Training in the Kingdom

of Saudi Arabia for encouraging me to write this book and I do appreci-ate his valuable input and feedback.

I also thank Michael Doherty, Director of Professional Communication Services in the United Kingdom for his valuable input and recommen-dations.

Many thanks to Peter Hardcastle, Curriculum and Assessment Advisor in ADNOC Technical Institute (ATI) in Abu Dhabi, United Arab Emirates for his constructive feedback.

I am grateful to the many colleagues at work for their feedback without which this book would not have been in its present shape.

Finally, I thank my family for their love, understanding and support during the process of writing this book.

Acknowledgements


abbreviations68,71accept/exceptdistinction119access/excessdistinction119actionstatements66activevoice18addition9advice/advisedistinction119affect/effectdistinction119“also”,useof9alternatives12“although”,useof11“and”,useof9apologies32,109–10applications,processing8appreciation,showing52,80–1,139–44approval,askingfor114,115“asaresult”,useof10attachments62,71attendance7,82–3

barcharts26“because”,useof10believe/beliefdistinction120bereavement106bigwords13–17blame,avoiding19bulletpoints20,22,76–7“but”,useof11

capitalletters69,71carloanrequests93–4,127carboncopy(“cc”)

e-mails60memos43

causeandeffect10charts24–8

Index

claritye-mailsubjectlines58–9improving32parallelform22simplewords17tables23

closingphrases112–15co-operation,appreciationof112–13co-operation/corporationdistinction

120complaints50complement/complimentdistinction

120concession12condolences106conferencerequests46,115,126–7confusingwords119–22congratulations

lettersof138modernandoutdatedexpressions30usefulphrases107–8

“consequently”,useof10contentofwriting4contractions91contrast11copies,keeping53courseorconferencerequests46,115,

126–7courteouslanguage65

deadlines7“despite”,useof12difficultwords13–17documents123–44

congratulations138e-mailattachments62


employeerequests126–37enclosing105lettersofappreciation80–1,139–44

“dueto”,useof10

e-mails55–71abbreviations68,71actionstatements66attachments62,71capitalletters69,71“cc”button60courteouslanguage65identifyingyourself67,71lackofimmediateresponse63OutofOfficeAssistant61personalmail89–90,104practisingyourwriting75PRCTriangle4referringtopreviouscommunication

100,101shortmessages63,71,89–90spellchecks64subjectline58–9,71

effect/affectdistinction119“either...or...”,useof12emotions80–1employees

attendance7,82–3EmployeeoftheMonthprograms

70lettersofappreciation80–1,139–44negativeissues103–4payrollprocedures21perceivedunfairnessby80–1PRCTriangle4promotions7,107,108,138remindersto51requestletters126–37welcomingnew41

enclosingdocuments105ensure/insuredistinction121

except/acceptdistinction119excess/accessdistinction119expenses23expressions

informal91outdated30–2,93

farther/furtherdistinction120filetypes62,71flowcharts27–8“furthermore”,useof9

headings40,43,85–6“hence”,useof10“however”,useof11

identifyingyourself67,71illness,leavingdueto128immediateresponses63impersonalstyle29“inaddition”,useof9“inorderto”,useof11“inspiteof”,useof12inconvenience,apologizingfor109,

110informalexpressions91information,giveninmemos45instructions84–6

memos47numberedlists20,21,86

insure/ensuredistinction121

language,courteous65leavingthecompany

duetoillness128movingtoanothercompany129resignationletters131–3

linecharts24linkingwords9–12lists20–2,86longsentences95


meetings101,109,114memos37–53

basicstructureof39,43body41,43closing42,43commontypesof45–52commonwritingerrors76–88,91–2conclusion42,43definitionof39heading40,43practisingyourwriting75PRCTriangle4purpose40,43toptenpoints53

mistakes,avoidingblamefor19mobilephonerequests130moral/moraledistinction121“moreover”,useof9movingtoanothercompany129

negativeissues103–4see alsoproblems

negativelanguage7–8“neither...nor...”,useof12nouns22,34–5numberedlists20,21,22,86numericaldata78–9

opinions,expressing29“or”,useof12orders,sending8OutofOfficeAssistant61outdatedexpressions30–2,93

paragraphse-mails63linkingwords9memos53shortandclear82–3,87–8

parallelform22passivevoice18–19

patience/patientsdistinction121patientaccompanyrequests130personal/personneldistinction121personalstyle29piecharts25politeness65positivelanguage7–8,71practice/practisedistinction121practice,writing75PRC(Purpose,Reader,Content)Triangle4precede/proceeddistinction122previouscommunication,referringto

100–1problems8,20,50,103–4promotions

lettersofcongratulations138positiveandnegativelanguage7usefulphrases107,108

purposelinkingwords11memos40,43ofwriting4

questions,memoresponsesto49

readers4,17,53receipt,acknowledgementof30recommendations48,111referringtopreviouscommunication

100–1reminders51repairs7repetition33reports4,8requests126–37

carloan93–4,127courseorconference46,115,126–7memos46mobilephone130modernandoutdatedexpressions30,

31


patientaccompany130salaryadjustment87–8,133–4studyleave135–7transfer137usefulphrases102

resignationletters131–3responsestoquestions49

salaryadjustmentrequests87–8,133–4sentences

e-mails63linkingwords9long95short5–6,53

shortsentences5–6,53simplicity

memos53simpleandfamiliarwords13–17

“so”,useof11“sothat”,useof11software62spellchecks64spelling

e-mails64,71memos53

stationary/stationerydistinction122studyleaverequests135–7subjectlines

e-mails58–9,71memos53

symbols,flowchart27–8

tables23,78–9thanks

lettersofappreciation139–44memos52modernandoutdatedexpressions31

“therefore”,useof10timetables78–9transferrequests137

usefulphrases97–115apologies109–10closingphrases112–15condolences106congratulations107–8enclosingdocuments105negativeissues103–4recommendations111referringtoapreviouscommunication

100–1requests102

verbs22,34–5visitors76–7

weather/whetherdistinction122words

confusing119–22frequentlymisspelled64linking9–12simpleandfamiliar13–17unnecessary5

writingstyle1–36bulletpoints20,22,76–7charts24–8impersonal29linkingwords9–12numberedlists20,21,22,86outdatedexpressions30–2,93parallelform22passivevoice18–19positivelanguage7–8,71purpose,readersandcontent4repetition33shortsentences5–6,53simpleandfamiliarwords13–17tables23,78–9verbs34–5

“yet”,useof11