business english
DESCRIPTION
Note on the business and office management skills.TRANSCRIPT
Professional Business and Office Management Skills
Written
E-mail, Memo
Spoken
Telephone Etiquette, Pronunciation and Intonation,
Pace
Making requests- Agree/ Refuse
Communication
Effective E-mail and Memo Writing
Effective Business Writing“Writing is craft... it is something that lies somewhere between an art and a
science”.K.W. Davis
When does Communication Fail?
Your sex has been changed. You were addressed Mr. instead of Mrs. or Miss (or vice versa)
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 full of
long-winded jargon and technical terms.
Important information is buried somewhere in your 3 pages document.
The tone is all wrong – maybe critical, condescending or intimidating
There are errors in spelling, punctuation and grammar
You have to make a
phone call for clarification.
Writing in Digital Age
Statistics for 20143 billion – Internet users worldwide.220 million – The number of blogs on the Internet 480 million – New email users since the year before262 billion – The number of spam emails per day2.9 billion – The number of email accounts worldwide.
Working in Digital Age
• 60% of business correspondence has grammar or spelling errors
• Poorly written emails may cost on average USD20 million of lawsuit
• The average business user spends 2.6 hours per day reading and responding to email
• It takes 77 minutes a week for an employee to manage their mailbox, such as cleaning out old messages and filing old messages or attachments
Clarity
Conciseness
CourtesyCompleteness
Correctness
Find the essence of your writing, making it self-evident. Ensure sequence and consistency
Put your message across in as few words as possible while maintaining courtesy.
Be humble while writing and editing
Present all the facts and answer all questions
Structure your language properly.
5Cs of Business Writing
Clarity
Be Specific, avoid vague expressions and straight to the point.• Even when the main point of the message is bad news,
you must lead with it.
• Burying the bad news somewhere in the middle or end of the message is harmful; readers may miss it or misinterpret its importance.
• Clarity is achieved when a reader interprets a message the way the writer intended.
Avoid unnecessary explanations, wordiness, repetition and jargon
Conciseness
• You don’t want your readers to think that Shakespeare dug out of his grave and typed those mails himself!
“We herewith have the pleasure of presenting you with the outstanding conference and meeting possibilities of Bel Air
Hotel The Hague. Located in the heart of The Hague, the Bel Air Hotel is ideally situated for a successful business meeting”
Courtesy is only used by those who understand it’s value.
– Using the word ‘please’ softens the tone of any command.
– ‘Thank you’ not too expensive nor it’s too difficult to write.
– Write the way you would want people to speak to you.
Courtesy
CompletenessEnsure all necessary details are included.
• Don’t hit the “send” button too soon. Take some time to re-read your written work to ensure that you have included all details.
• Once documents are out, you cannot (most of the times) take it back and amend.
• The most effective messages do not ask the reader to interpret the writer’s meaning.
• Asking the reader to make assumptions can lead to costly, embarrassing errors.
Use correct grammar, spelling and punctuation• Sloppy or poorly written communications could
be perceived as a lack of commitment
Correctness
This memo is to adress the lack of cmmitmen to produse good business writing. The management do not tink it’s funny. business writing is importent. Therefor, we want everybody to attend a class on this! ☹
Management
Writing in Digital Age
PERKSFast, convenient and easyDominant method of communicating in business.
ConnectivityAllows people in different places and different time zones to communicate
Hassle –FreeDoesn’t require huge physical space for storing. Information can be retrieved with just a click
Writing in Digital Age
CHALLENGESWorld Wide Web circulationMessages can be forwarded and sent to others without your approval or knowledge (until it’s too late)
Freedom of SpeechAllows people to say or write almost anything, including damaging messages. Writing may leave permanent impression, with different, lasting effect on the readers.
Digital FootprintWhat you write in the digital world can be traced back to you.
Writing goes beyond producing sentences and paragraphs. In many
ways communicating through writing is more complicated because you are
NOT there all the time to explain what you actually mean.
Can you tell what these mean?
@TEOTDAAMOFAFAIKNALOPKTGTSYROTFLOLBWLFMTYEWTK
IAC
IANAL
IC
IDK
IHA
IIRC
IOW
:-):-)):-D:-O:-P;-):-(:-((
:-/:">:->:-|B-)(:|X-(
@TEOTD At the end of the day :-) happyAAMOF As a matter of fact :-)) very happyAFAIK As far as I know :-D big smile
NALOPKT Not a lot of people know that :-O surprised
GTSY Glad to see you :-P tongue sticking out
ROTFLOL Rolling on the floor laughing out loud ;-) wink
BWL Burst with laughter :-( sad
FMTYEWTK Far more than you ever wanted to know :-(( very sad
IAC In any case :-/ confusedIANAL I am not a lawyer :"> embarrassedIC I see :-> viciousIDK I don’t know :-| undecidedIHA I hate acronyms B-) wearing sunglassesIIRC If I remember correctly (:| tiredIOW In other words X-( angry
Understanding the Writing Process
PLANNING● Analyse the situation● Gather Information● Select the right
medium● Organise information
WRITING● Adapt to your
audience● Ensure clarity● Manage your tone● Compose the
message
COMPLETING
● Revise the message● Proofread the message● Distribute the message
Compare these emails…
Dear Linda
It has been wonderful to have you with our company for 20 years. Your dedication and enthusiasm has greatly inspired all of us here at Cat Fish Corporation.
We have identified your poor performance in the last month to be unacceptable. Although we have promised you a 6 months bonus, we are sad to inform you that you are no longer needed.
Please clear your desk and return the company’s car and mobile phone. You can pass it to Betty on your way out today.
Dear Patrick
Further to our meeting on 2nd January, I confirm that your employment with Gold Fish Corporation is terminated with effect from 20 January 2010.
Please return all company’s belonging such as car, mobile phone and laptop provided to you during your service with us.
We thank you for all your hard work and we genuinely wish you luck for your future undertakings.
∙ Herewith ∙ Undersigned
∙ Hereinafter∙ Refer to the above/ The above
refers∙ Hitherto ∙ Goodself/ Goodname∙ Hereby ∙ Favourable reply
∙ Pursuant to∙ Abovementioned/
Aforementioned∙ Appended below ∙ As per our teleconversation∙ Pertaining to ∙ Soonest possible∙ For your kind attention ∙ Revert∙ Kindly/ Kindly review ∙ Our/ Your Madam…..∙ Telecon/ Teleconversation ∙ Duly noted
Use simple English
Research has been conducted into the degree of understanding of sentences of different lengths.
Number of words in the sentence
Percentage of population who will understand on
first reading7-10 95%
15-20 75%27 and more 4%
Mind Your Tone
Avoid Irritating Expressions
Your failure to reply
It is not our fault
Your neglect
You did not seeYou should
know
We must insist
You failed to
You should not expect to
You have ignored
We take issue
Your complaintYour refusal to co-
operate
Your humiliation is unacceptable
Writing@WorkSETTING THE RIGHT TONE
KEEP COOL ● Use words carefully.● Wait
GREETING AND CLOSING
● Suitable and appropriate
● Hi, Hello (less formal)- First Name
● Dear (More formal)● Mr, Mrs, Ms- Last
name (family name)
PERSONAL PRONOUNS
● To make it personal
AVOID PASSIVE VOICE ● Not clear and indirect● Focus on object
rather than doer● More bureaucratic
FOLLOW THE RIGHT ORDER
● Main points/ideas● Do not beat around
the bush
AVOID IRRITATING EXPRESSIONS
● “ You failed to…”● “You should know…”● “This is not our
fault…”● “We must insist…”
Tips1. Know what you want to say before you say it.
2. Keep it simple.
3. Use bullet points wherever possible
4. Spell check
5. Take 5 before hitting send
6. Don’t reply or send email when you are
angry/upset
• Proofread for any grammatical errors
• Check if recipient can understand your intended message clearly
• Get a third party to take a look at your writing
• Correct any other errors (punctuations/ spelling/ structure/ choice of words/ etc) BEFORE hitting ‘send’
Tips – Proofread, edit! Send.
Tasks
1. Identify the mistakes and rewrite the sentences in a better way.
2. In pairs, write an inquiry/ reply email to a client related to your work area.
MEMORANDUM
1. Emphasise the word MEMORANDUM
2. Insert the recipient’s name and designation
3. The sender’s name and designation
4. A reference (initial of sender and typist)
5. Date of issue
6. No salutation is necessary
7. Subject heading- clearly state the topic of the message
8. The body of the memo should be separated into
paragraphs, reaching a relevant conclusion and close.
9. No complimentary close is necessary
10. Leave space for signature (the sender’s name and
designation are at the top so it is not necessary to repeat
these details here)
To All Staff and Interns
From Ana Lucily, Executive Assistant to the President
Date July 15, 2012
Subject Dishes in the Sink
It has come to our attention that there has been a pile of unwashed dishes that
accumulates in the sink by the end of each week. It has gotten so bad that washing
one’s hands in the kitchen sink becomes an uncomfortable undertaking. Therefore,
we are introducing a new policy that mandates that employees wash their dishes as
soon as they are done with them, keeping the sink clear for other uses.
If you do not have the time to wash your lunch container or coffee mug, leave it
by your desk until you are ready to wash it. Even two or three dirty plates will
encourage every person thereafter to leave their unwashed, food stained
dishes and silverware in the sink. Conversely, studies have shown that when a
sink is empty, people are more likely to wash their dishes immediately.
Thank you for your cooperation!
Best,
Ana Lucily
Let’s give a try
Request, Agree, Refuse
1. Modals (Request
a. May- more polite
b. Can- ability, permission
c. Could- Possibility, ability
d. Will- Present
e. Would- Past
To Agree:
1. Yes
2. Yes, of course
3. Certainly
4. That’s fine by me
5. OK
6. Definitely
7. Definitely
To Refuse:
1. I’m sorry but…
2. I’m afraid…
3. I’d rather you didn’t if you don’t mind.
4. I don’t think I can/have/ will...
1. Always identify yourself at the beginning of all calls.
2. Be sensitive to the tone of your voice
3. Think through exactly what you plan to say and discuss BEFORE you
place a call.
4. Do not allow interruptions to occur during conversations
5. Especially when leaving messages, speak clearly and slowly
6. Build the habit of always turning off your cell phone ringer when entering a
meeting, restaurant, theater, training class, or other place
7. Always speak into the telephone receiver with an even and low tone of
voice
8. Do not allow yourself to be distracted by other activities while speaking on
the telephone
Crossed lines
Transfer calls/ Put on hold
- Be polite
- Ask if they would like to be transferred.
- Ask the caller for their number in case
you lose it later.
-Give the caller the name of the person to
whom you are transferring.
Taking Messages
1. The caller’s name and
company/department
2. The correct spelling of the caller’s name,
date and time of the call
3. Complete telephone number
4. Brief explanation for call.
Examples:
"Mr. Smith, can you please hold while I
retrieve your file?" {pause for a response}
"Thank you. I will be back in a minute."
{caller on hold}
"Thank you for holding Mr. Smith. I can
now help you...
Examples:
"Ms. Jones, I will check to see if Mr. Johnson
is available to take your call. Can you please
for a minute?" {pause for a response}
"Thank you. I will be right back." {caller on
hold}
"I'm sorry for the inconvenience. Mr. Johnson
is not available right now. May I have him call
you back?"
Problem callers
1. Listen
2. Emphatize- recognise/sensitive/share the feelings of expressions.
3. Apologize
4. Solve the problem
Don’t over-react to trigger words. Callers will often try to push your buttons.
Listen completely to the complaint, allow the caller to vent.
Only when they are finished should you comment.
If the call is long-distance you might offer to call them back to avoid phone charges.
This can have an immediate positive impact.
Force yourself to focus on solving the problem rather than internalizing the caller’s attacks. Don’t blame anyone for the problem, no matter who is at fault. It’s counter productive to resolving the issue.
Tasks
1) Taking a message 3) Inquiry call 4) Dealing with an angry caller
Loud and Clear
Pronunciation:
Get them right!!
