BUSINESS COMMUNICATION

Business Communication

the transmission of information within the business environment. The information may be transmitted – sent and received – between or among individuals

- Harcourt, Krizan, Merrier

Importance of Business Communication (cont’d)

• Individuals spend most of their timecommunicating

• promotions, salary increases, and productivity relate directly to communication competence

Importance of Business Communication

• Businesses depend on communication

• Business communicate:• internally• externally

Goals of Business Communication

• receiver understanding

• receiver response

• favorable relationship

• organizational goodwill

Patterns of Business CommunicationINTERNAL COMMUNICATION

Upward

Downward

Horizontal

Patterns of Business Communication INTERNAL COMMUNICATION

Worker A2

Worker A5Supervisor A

Worker B4 Supervisor B

Network

Patterns of Business Communication INTERNAL COMMUNICATION

FORMAL COMMUNICATION

is planned by the organization

flows in all directions

is essential for effective operation of the business

INFORMAL COMMUNICATION

is NOT planned by the organization

flows in all directions

is essential for developing and maintaining human relationships

The Communication Process

The Communication Process

SENDER’S ROLE type of message

analysis of the receiver

use of the you-viewpoint in composing and sending the message

RECEIVER’S ROLE listening or reading carefully

openness to different types of senders and new ideas

making notes, when necessary

The Communication Process (cont’d)

SENDER’S ROLE provision for feedback

removal of communication barriers

RECEIVER’S ROLE providing feedback to sender

asking questions for clarifications if necessary

The Communication ProcessTypes of Messages

• written• oral• nonverbal

Business Letters

Business Letters

• formal paper communications between, to or from businesses

• also called snail mail

Business Letters• the overall style of letter will depend on the relationship

between the parties concerned

• includes:· Letter· Memo· Fax· Email

Business Letters• a way for businesses to communicate with other businesses or their

customers/clients

Nissan writes a letter to their customers informing them of a sales promotion

Dove writes to their delivery company to inform them that 5 shipments in the past month have been late

Types of Letters

• Inquiry• Special Request• Sales letters• Customer relations letters

– follow up– claim– adjustment– collection

Classification of Business Letters

• Positive– customer relations letters responding favorably to

a writer’s complaint or request– sales letters

Classification of Business Letters (cont’d)

• Negative– customer relations letters refusing a request,

saying no to an adjustment, etc.

Classification of Business Letters (cont’d)

• Neutral – letters requesting information about a

service/product, placing an order, responding to some action or request

Why write Business Letters?· To persuade

· To inform

· To request

· To express thanks

· To remind

· To recommend

· To apologize

· To congratulate

· To reject a proposal or offer

· To introduce a person or policy

· To invite or welcome

· To follow up

· To formalize decisions

Benefits of Letters

represent company’s public image and competence

more personal than a report, yet more formal than memos or e-mail

more permanent than e-mail

Benefits of Letters (cont’d)

constitute an official legal record of an agreement

follow up on telephone calls and other types of oral communications

Benefits of Letters (cont’d)

provide a wide range of corporate information

can support action

Achieving the YOU Attitude

• Remember that the reader is a REAL person– avoid writing cold, impersonal letters

• Keep the reader in the forefront– make sure your reader’s needs control the tone,

message, and organization of the letter • Be courteous and tactful

Planning a Business Letter• Who am I writing this letter to? • – Formal / Informal• Why am I writing this letter? – • Objective / Purpose• Are there specific details I need to include? – • Facts / Data• Do I require a response? – A

• How can I organize my points logically?

Writing a Business Letter

• An effective letter in business uses short, simple sentences and straightforward vocabulary.

• The easier a letter is to read, the better.

• You will need to use smooth transitions so that your sentences do not appear too choppy.

Writing Effective Letters

• have a clear sense of your PURPOSE and theirs

• conduct appropriate research

• select the best communication strategy

• draft, revise and edit letter

Parts of a Letter Date

Spell out the month! Letter Address

Address that you are mailing to Salutations

Greeting! Body

Each paragraph is SS but DS between paragraphs The body is typically 3 paragraphs in length

Parts of a Letter Complimentary Close

e.g. Sincerely, Cordially (NO COMMAS!)

Writer’s Name and Title

e.g. Jessica Kline, Manager Signature

Reference Initials

If you typed the letter but did not write it e.g. JST/lei Enclosure Notation

When sending something with the letter e.g. concert tickets, rough draft of drawing plans, pictures, etc)

Heading – return address

Greeting

Body

Complimentary Close

Signature line

Inside Address

Business Letter Vocabulary• Attachment

Extra document / image that is added to a letter or email.• Body

The content of the letter; between the salutation and signature.

• BulletsSmall dark dots used to set off items in an unnumbered

list.• Direct mail / Junk mail

Marketing letters addressed to a large audience.• Snail Mail

A mail delivered by a postal system.

Business Letter Vocabulary• Enclosure

Extra document or image included with a letter.• Logo

Symbol or image that identifies a specific organization.• Memorandum

Document sent within a company (internal), presented in short form.

• P.S. post script, additional remark at the end of a letter

• Tone The feeling of the language e.g. serious, enthusiastic

Business Letter Formats• Some standards in formatting business letters

– Use A4 paper or letter sheet

– Use 2.5 cm or 1 inch margins on all sides

– Use a simple font such as Times New Roman or Arial

– Use 10- to 12-point font

– Layout the letter so that it fits the paper appropriately

– Single space within paragraphs

Business Letter Formats• Some standards in formatting business letters (cont’d)

– Double space between paragraphs

– Double space between last sentence and closing (Sincerely)

– Leave three to fives spaces for a handwritten signature

– cc: (courtesy copy ) comes after the typed name (if necessary)

– enc:: (enclosure) comes next (if necessary)

– Fold in three (horizontally) before placing in the envelope

Letter Styles

Full Block

Letter Styles

Block

Letter Styles

Semi-Block

Sample

Letter Styles

Punctuation StylesMixed Open

Design & Spacing Rules

• Letter should be positioned just above the center of your paper.

TooHigh

TooLow

Letter Writing Steps

• Decide who you are writing to and find the address

• Write the body without formatting until you get the language perfect

• Handwrite the letter

Letter Writing Steps

• Once approved, type the letter

• Fold properly

• Address envelope

Writing Body Details

• You must have a real, sincere, concrete reason for writing the letter.

• The letter must give precise details at every step.

Writing Body Details

• If a compliment, it cannot be just general adulation.

• If a problem, offer a detailed solution.

• If a complaint, extra effort must be taken to give every piece of pertinent information.

1st Paragraph

Introduce your REASON for writing. NOT yourself.

Please remember the person you are writing to is not your friend, so keep it formal.

Don’t ask him how he is, or tell him that you are pleased to be writing to him.

He does not have time for chit chat.

He is the manager and time is money.

Writing Body Details

2nd and 3rd Paragraphs

Give more details as to what you want and your reasons for writing.

Writing Body Details

4th Paragraph

What solutions you will be happy with to settle this situation

Writing Body Details

Types of Letters

Writing Inquiry letters

• simplest type of business letters

• seek information regarding product manufactured service rendered details of time-payment plannames of dealersretail or wholesale pricespolicies on credit etc.

Writing Inquiry letters

QUALITIES

Brevity

Completeness

Tact and Courtesy

Writing Inquiry letters

• I/ am interested /wish / to learn more about…

• I would be most grateful if you could supply us with the following

information.

• I would like to get a description of..

• Do you supply…?

• Does it include (dinner / equipment / activities.. ) ?

• What is the price of … per / day / week.. ?

• I would appreciate if you could….

• Would you kindly…

Writing Inquiry letters

STANDARD PARTS SubjectJustification for the requestJustification for the answer (optional)Expression of appreciationEnclosures

Response to an Inquiry

QUALITIESPromptnessFriendliness and courtesyCompletenessHelpfulness

Writing Complaint letters

• Tone must always be courteous and professional – no anger or insults

• Must, of course, be real and not exaggerated• Must give story line of exactly when, where

product was purchased

Writing Complaint letters (cont’d)• Must tell exactly what the defect is and how it

was discovered or how it occurred• Must tell all steps taken to remedy problem –

did you go back to the store? When? Why didn’t that resolve the problem?

Writing Complaint letters (cont’d)

• Don’t be blatant or greedy or needy. • Don’t ask for too much or for something big.• You have to make the reader WANT to reward

you by being a sincere, devoted, polite customer or fan.

Writing Reminders

• If you enclose something else in the envelope, then below your signature line you type:

• Enclosure: (1) receipt• If you send your letter to two people, then

below your signature line you type:cc. (Other Name)

A quick and easy way to communicate within a company- most are done electronically.

Formatting Business Memos• Memos are short internal business letters, sent to other staff

within the same company.

• A memo (or memorandum) may also be posted somewhere inside a company for all to see.

Formatting Business Memos

• In contrast to letters, memos do not usually contain salutations or closings, and may be typed or hand-written.

• The text portion of the memo is generally in block format. • Memos should include "From", "To", "Date", "Subject" and

the message itself

Formatting Business Memos

Company Logo

MEMORANDUM

Date

From: ( Name or Initials )

To: ( Name or Initials )

Subject: ( Short Description )

Message:

Memo Template

TO: The person, persons, or department the memo is sent to. e.g. Captain Jack Sparrow, Captain Elizabeth Swann

Captain Hector Barbossa, Planning Department

FROM: The person sending the memo.

CC: Courtesy Copy- an additional copy of the memo will be sent out. (Delete completely if notation is not used!)

DATE: The day the memo is sent.

RE: Regards/Regarding. It is a short description about the memo.

Parts of a Memo

Letters and Memos

Heading or Letterhead

Date Inside address Salutation

Subject line Body Closing and

Signature Enclosures or ‘CC’

All business letters should include

Letters and Memos

• Letters and memos are the basic vehicles of business communication

• They should be brief and make a single point (no more than 2 pages)

• Letters are for external communications• Memos are for internal communications

Have you hit your target?

In written communication most confusion & frustration are caused by failing to be specific

Have you hit your target?

Make it clear, brief and concise

“The greatest problem in communication is the illusion that it has been accomplished.”

- George Bernard Shaw

E-Mails• fast, convenient and easy

• the dominant method of communicating in business • convenient for communicating with people in

different places and different time zones

E-Mails• easier to communicate with people who understand

written English, but don’t speak it well

• excellent mechanism for follow-up or action items after a meeting

• messages can be saved and retrieved easily

E-Mails

E-Mails (Challenges)

USE WITH CARE….

Email is not always confidential -- emails can sometime be

obtained from central network even if deleted from personal

computers

Watch Out!

E-Mails (Challenges)

• Email is often sent out without re-reading, proof-reading and other standards applied to written communications. We press the send button too soon!

E-Mails (Challenges)

• Emails can be forwarded and sent to others without your approval or knowledge

E-Mails

• Many users do not realize the potential outcome of what is being sent through e-mails

• Business e-mails should be concise and to the point

• The language used in business e-mails should not be overly informal

E-Mail Manners

• Always include a subject or e-mail title

• Avoid the “ready, aim, fire” approach

• Avoid flaming

• Don’t be too casual

E-Mail Manners

• Consider if e-mail is the appropriate tool

• Make one point per e-mail

• Make the font user-friendly

• Don’t use all capital or lower-case letters

Common Errors & Tips

• Company name usage• Shortened words (thru, condn, mgmt, ref, lib)• Repetition of words

Example: file the file in the file folder.• Use of ampersand (&)• Use of bold • UPPER CASE

Common Errors & Tips

Punctuation

• Use commas to separate elements in a series, and to separate ideas or clauses.

• Use correct punctuation in abbreviations; e.g., for example i.e., that is, etc., et cetera

• Do not use multiple punctuation marks, for example: !!! ... ???, etc.

• Punctuation of lists and tables

Common Errors & Tips

• Hyphen and dash usage • Confusion between its and it's • Use of apostrophe • Abbreviations and acronyms• Use active voice • Do not switch tenses very often• Proofread for accuracy

10 Commandments1. Know what you want to say before you say it. 2. Keep it simple.3. Use bullet points.4. WIIFM (What's in It For Me?)5. Don't get bogged down6. Call to action7. Edit8. Spell check9. Take 5 before hitting send10. Follow up

REFERENCESBUSINESS COMMUNICATION 3rd Ed. by Harcourt, Krizan, MerrierBUSINESS ENGLISH TODAY by Masangya and LozadaWRITING AND COMMUNICATING TODAY by H. JanisENGLISH FOR BUSINESS by Parkhurst http://www.unc.edu/depts/wcweb/handouts/business.htmlhttp://esl.fis.edu/learners/advice/mistakes.htmhttp://www.wesleyan.edu/writing/workshop-old/editing.htmlhttp://owl.english.purdue.edu/owl/resource/561/2/http://www.unc.edu/depts/wcweb/handouts/business.htmlhttp://englishplus.com/grammar/00000149.htm