effective business writing skills

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Good Business Writing Good Business Writing SkillsSkills

presented by Malathy Thiagarajah

Organized by NET BALI SDN BHD

Good Communication is the Good Communication is the lifeblood of successful lifeblood of successful

organisationsorganisations

Methods of CommunicationMethods of Communication

• Name 5 methods of Communication

• Communication is more powerful when they are combined

Five Methods of Five Methods of CommunicationCommunication

Methods of Communication

Examples Benefits

 Written word 

Letters, memos, fax messages, e-mail, reports, notices, leaflets, agendas, minutes, advertisements, factsheets, newsletters, invitations, forms, questionnaires, press releases

1.    Permanent record2.    Authority3.    Evidence for future4.    Can be read at leisure5.    Can include visual aids to assist understanding 6.    Distance may be useful

 Spoken word 

Telephone calls, discussions, meetings, interviews, speeches, presentations, conferences, seminars, conversations

1.    Voice adds emphasis2.    Immediate feedback3.    Body Language or tone of voice

 Symbolic gestures 

Tone of voice, posture, gestures, facial expressions, actions, silence, movement, eye contact

1.    We can gain extra information 2.    We may be able to read “between the lines”

Five Methods of Five Methods of CommunicationCommunication

 Visual images 

Cartoons, illustrations, graphics, photographs, slides, drawings

1.    Understanding is often aided with visual images2.    They can convey powerful conscious and unconscious messages3.    Hold attention and interest

 Multi-Media  

Newspapers, magazines, radio cassettes, television, video, Intranet, Internet, World Wide Web, CD-ROMs

1.    Can combine any of the above methods for interest and participation 

Getting Grips with Grammar

Oh No. Grammar!

Mind Your Grammar !Mind Your Grammar !

Clause Sentence Verb Noun Adjective Adverb

Conjunction Pronoun Preposition Infinite Interjection

Subject-Verb AgreementSubject-Verb Agreement

Agreement Rule 1Agreement Rule 1

If you use a singular subject use singular verb

If you use plural subject use a plural verb

This computer is the latest on the market

These computers are the latest on the market

The book on rules of good manners has become a best seller

Good manners are a common courtesy and create a good impression

  Agreement Rule 2Agreement Rule 2

Use a plural verb when two separate subjects are joined with and

Ling Ling and Wai Kee are getting married next month.

Studying first and then socializing creates a really good balance.

Agreement Rule 3Agreement Rule 3

 Disregard explanatory phrases, parenthetical phrases or other modifiers that come between subject and verb

The lawyer’s briefcase, along with a file of very important papers, has been stolen

Each report, compiled independently by different directors, indicates that change is essential

The leader of this popular group of musicians is planning a solo single

Agreement Rule 4Agreement Rule 4

Use singular verbs with indefinite pronouns

Everyone on the committee is planning to attend the seminar

Neither of us wants to stay late to do extra work

One thing we all want to do is to pass our exams

The Dictionary is your LifelineThe Dictionary is your Lifeline

What about What about Punctuation?Punctuation?

Do we have to ?

Punctuation is used to clarify the Punctuation is used to clarify the meaning of what is writtenmeaning of what is written

1. Full Stop, Question Mark & Exclamation Mark

2. Commas3. Semi-Colons4. Colons5. Hyphens & Dashes6. Apostrophes

Dashes and HyphensDashes and HyphensA dash is used :

• To show an extension of thought in a sentence

I never thought I would pass my exam – but I was wrong.

• as an alternative to brackets

Everyone - and that includes you – must attend the staff meeting.

Hyphens are mainly used in compound words, where two ormore words are treated as one : self-employed, user-friendly,large-scale, up-to-date.

Commonly confused wordsCommonly confused words1. Accept versus Except2. Affect versus Effect3. Ensure versus Insure4. Less versus Fewer5. Practice versus Practise6. Principal versus Principle7. Some time vs Sometime vs Sometimes8. Stationary versus Stationery

BUSINESS LETTERSBUSINESS LETTERS

Parts of a Business LetterParts of a Business Letter1. Reference

2. Date

3. Address

4. Airmail/Confidential/Urgent

5. Attention Line

6. Salutation

FormatFormat

Full-Block Format (flush left)Semi-Block Format (writer’s address, date

& signature at the right hand side)Simplified Format (similar to the full block

format but omits salutations & closing)Indented Paragraph Format ( para begin 5

spaces from left)

Parts of a Business LetterParts of a Business Letter1. Heading

2. Complimentary Close

3. Signature Section

4. Signing on someone’s behalf

5. Enclosures

6. Copies

7. Continuation Sheets

When does When does Communication Fail?Communication Fail?

When does Communication When does Communication Fail?Fail?

• You sex has been changed. You were addressed Mr instead of Mrs or Miss.

• The structure of the document has been given little thought. It is all jumbled up.

• The purpose of the communication is not clearly stated.

• The document is written in a very formal style, full of long-winded jargon and technical terms.• Important information has been omitted. You have to make a phone call for clarification.• The tone is all wrong – maybe critical, condescending or intimidating • There are errors in spelling, punctuation and grammar

Remember !Remember !

Accurate

Brief

Clear

KISS!KISS!KeepItShort and Simple

Research has been conducted into the degree of understanding of sentences of different lengths.

Take a look at these figures :Number of words in the sentence

Percentage of population who will understand on first reading

7-10 words15-20 words27 words or more

95%75%4%

Touch up your ToneTouch up your ToneAvoid Irritating Expressions

Your failure to reply

It is not our fault

Your neglect

You did not seeYou should know We must insist

You failed toYou should not expect to

You cannot expect

You have ignored

We take issue

Your complaint Your refusal to co-operate

• Positive Language• Not Negative Language

If you do not return your Form before 1st August you will be toolate to attend the conference

Please return your form by 31st Julyso that we can register your name forthe conference

• Use Active Language• Not Passive Language

Tim played the violinThe violin was played by Tim

Five Cs of Good Five Cs of Good Business WritingBusiness Writing

Clarity Conciseness Courtesy Completeness Correctness

Clarity ?Clarity ?

Be Specific

Avoid vague expressions

Use familiar words

Conciseness ?Conciseness ?

Avoid unnecessary explanations

Avoid wordiness, repetition, long words

Use simple expressions instead of jargon

Courtesy ?Courtesy ?

Use “You” language rather than “We” or “I”

Be tactful

Avoid Irritating expressions

CompletenessCompleteness

Include dates, times, names & numbers

Double check all details carefully

Proofread and spell check

CorrectnessCorrectness

Use correct spelling and punctuation

Use correct grammar

Adapt your language to your reader

The 5 Ws of PlanningThe 5 Ws of Planning

Who ?

What ?

Why ?

Where ?

When ?

The 4-point plan for The 4-point plan for successful structuringsuccessful structuring

1.Opening or Introduction

2.Details

3.Response or Action

4.Close

Opening or IntroductionOpening or Introduction(background & basics)(background & basics)

Why are you writing?

Refer to a previous letter, contract or document

Details Details (facts & figures)(facts & figures)

Give instructions. Ask for information.Provide all relevant details.Separate into paragraphs for separate themeMake sure the paragraphs flow logically

Response or ActionResponse or Action

What action do you want the reader to take?What action will you take?Give a deadline if necessary

Tips for Better LettersTips for Better Letters

Choose simple wordsUse short sentencesAvoid wordinessUse appropriate toneBe preciseEnsure accuracy

Tips for Better LettersTips for Better Letters

Check consistencyUse your initiativeStructure the message logicallyProofread carefully

CloseClose

Perhaps a summary or conclusion is necessary?

Sometimes all is that is needed is a simple, relevant closing sentence.

List down the List down the CategoriesCategories

of Business Lettersof Business Letters

Tips for Writing Better Tips for Writing Better LettersLetters

Why are Memos Written?Why are Memos Written?

Why Memos?Why Memos?

To instruct or to inform staffTo request actionTo remind someone or somethingTo make suggestionsTo report on progressTo provide information of any kind

PurposePurpose

Gives busy readers information fast Announce Company Policy Makes a request Explain a Procedure Clarify Information Alerts reader to a problem Reminds readers about a meeting, policy &

procedure

Clear, direct and focused way on day-to-dayactivities, like sales & profits, product information, policies and schedule changes, progress reports, orders and personnel direction.

FormatFormat

8 ½ inches x 11 inches sheet of paperTo FromDateSUBJECT

StructureStructure

IntroductionBody Conclusion

IntroductionIntroduction

IntentAction Desired

E.g. I would like to draw your attention to the upcoming holiday season….

Style & Tone of a MemoStyle & Tone of a Memo

Depends on the audience within the organisation

Colleagues – friendly, cooperativeManagers/Boss- more formal (respect)

StrategyStrategy Introduction - Know your reader(s) - Tell readers what prompted you to write (procedure, question, policy) Link the first sentence of your memo to your

subject line Explain briefly any background information the

reader needs to know What kind of action desired/expectations

Body/DiscussionBody/Discussion

Inform why a problem/procedure is important

Indicate why changes are necessaryGive precise dates, times, location and costs

ConclusionConclusion

Ask readers to call you if they have any questions

Request a reply - in writing over the telephone, via e-mail, or in person – by a specific date

Provide a list of recommendations that the readers are to accept, revise or reject

Useful StrategiesUseful Strategies Use 3Cs - Capture : attention of the reader - Convince : that you are saying

something that is useful for the reader & organisation

Stress “YOU” - working together, friendly approach, informal

Useful StrategiesUseful Strategies

Anticipate questions (wear the reader’s shoes)

Use attachment for details

Be diplomatic

Edit carefully

Respond quickly

Question : MemoQuestion : Memo

Question ???

Are expressions “Thank You” and “Kind Regards” necessary at the end of a memo?

Tips for Better MemosTips for Better Memos

Make a plan first before writing your memoEnsure your message is as clear as possibleSeparate the message into pointsTake time to improve your presentationUse numbered points and sub-headings

Tips for Better MemosTips for Better Memos

Use language which is simpleKeep your message brief and simple and

businesslikeEnsure your tone of your message is

appropriateAdopt the personal ‘you’ and ‘I’Keep your tone positive

Creative and Creative and Persuasive WritingPersuasive Writing

Sales LettersSales Letters

AIDA PrinciplesAIDA Principles3. Attention

4. Interest

5. Desire

6. Action

Attention ?Attention ?

Attract reader’s attentionAim to sell or persuade readersStriking heading, a question or a

challenging statement

Interest ?Interest ?

Mention something to interest readerHealth, image, economy, fear, future

prospectsAppeal

Desire ?Desire ?

Arouse reader’s desireDescribe benefits rather than featuresEmphasis what is unique, topical or newGive guarantees or evidence of testingPerhaps, give incentive to reply early

Action ?Action ?

Make audience want to buy, find out more or make a call

Make it clear what the reader should do next

Four P’sFour P’s Promise Picture Proof Push

Four PsFour PsPromise the reader certain benefitsCreate a picture showing how the reader

will gain those benefitsOffer proof that you can deliver the

benefitsProvide a push to action

What are Circulars?What are Circulars?

What are Notices ?What are Notices ?

Tips for Circulars Tips for Circulars

Singular Salutation is usedAvoid words such as “all of you” or “all

customers” or “all employees”Only month and year may be shown

GOLDEN RULE : Write as if you are speaking to ONE Person

Tips for Better NoticesTips for Better Notices

Keep notice shortBreak up longer text using headings &

bullet pointsUse two or three colours, different print

style, font size but don’t overdo itClear heading giving gist of contentInclude name and title of person with date

Business ReportsBusiness Reports

List down the Type of Reports

TASK

Routine ReportsRoutine Reports

Representatives’ report on sales visitsManagers’ reports on the work of their

departmentsEquipment and maintenance reportsProgress reports to superiorsSafety reportsAccident reports

Special ReportsSpecial Reports

Informational Reports generally give data, facts & information. Purpose : to inform

Analytical Reports provide information and then analyse the material, most probably providing recommendation for action

The report-writing processThe report-writing processBefore you write

Compile data

Produce a draft

Finalize the report

What are the stages in Report What are the stages in Report Writing?Writing?

Stage 1 : Before you writeStage 1 : Before you write

What is the purpose of this report?What is the problem to be solvedWhat do I hope to accomplishDoes the report aim to inform or analyse?Who is going to read the reports?What does the read need to know?

Stage 2 : Compile DataStage 2 : Compile Data

There are various methods of collecting information

Public information (internet)

interviews

inspections

questionnaire Opinion survey

Books/journal/magazines

visits

Reference to past reports

meetings

quotations

Stage 3 : Produce the draftStage 3 : Produce the draft

Terms of ReferenceProcedureFindingsConclusionsRecommendations

Stage 4 : Finalise your reportStage 4 : Finalise your reportIs all the information in the right section?Is the wording and language used

consistent?Is everything reported accurately and

clearly?Is the writing as brief and clear as possible?Does the report say exactly what you want

it to say?

Report Writing in PractiseReport Writing in Practise

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