Lecture 1 INTRODUCTION TO BUSINESS COMMUNICATION

Effective business communicators - to select those communication skills that will prove the most adequate for a particular situation and will serve their interests best.

Recent studies necessity to organise training courses for developing • communication skills• critical-thinking skills

to cope with: high technology competitive world demands of the modern economy

written & oral communication skills advocacy elocution oral response preparing formal reports writing business plans planning and writing strategies

changing people's attitude towards acquiring these abilities

communication = innate ability?

Good communicators' strengths:they know what to communicatehow to communicate to different people in different waysa system of measuring their performance (how much they have progressed)

Business schools should teach both formal and informal skills

Specific language functions:explaininganalysingmaking tactful refusals communication expertise persuadingmaking complaintscriticising tactfully

Needed to work consciously on these skillsto acquire a set of abilities associated with

high performance in business communication

• ability to express oneself• ability to use analytical/conceptual skills• ability to write and speak creatively• ability to empathise with the partner (social self)

Exploiting the language functions

• Emotive function ability to express oneself – induce a certain reaction; selection of vocabulary/structures/registers, etc)

• Conative function correct level of approach; to get the partner involved; use of vocatives/ polite forms of address/titles)

• Emotive + referential function ability to speak & write creatively; adequate reference to the business context = proof of increased creativity)

• Phatic function empathy with the partner/ adapting to the partner1

Phatic communication/ Rapport adequate use of those verbal and non verbal elements in order to create the atmosphere of sociability/ communion necessary to the development of co-operative relationships (business meetings & negotiations)

Oral and written communicationnature of the channel

Oral communication Written communicationroles of speaker & listenerreversible(biunivocal relationship)

irreversible(univocal relationship)

open to linguistic varieties(regional, social varieties, dialectal items etc)

restrictive(standard language)

negotiation of meaning(both partners contribute to the building of the meaning; "I mean", "What do you mean by?", "what I mean is …")

once the message has been sent, the writer cannot change the meaning(cannot work out on it)

The processing of information = spontaneousface-to-face communication(less elaborate, sometimes, faulty; repetitions; starts & re-starts; hesitations; fillers; redundant elements; non-verbal = paraverbal elements, violation of rules, feedback, more informal, etc)

careful elaboration of the message; observance of rules(complex syntax, reduced repetition, precise, concrete vocabulary, lack of immediate feedback, more formal)

interactional + transactionalTends to establish and maintain relationship, to create a certain social atmosphere)

predominantly transactional(orientation towards conveying factual information)

Business communication strategy – based on the following elements

the problem the objectives the reader/writer the order the format

The problem – assess the circumstances imposing the necessity to communicate (speak/write)

Particular setting/background

Factors:internal externalstrengths state of competitionweaknesses technological level(of various people/depts) customers' attitude

The objectives

General objectives• to inform• to get approval

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• to get information• to persuade• to give instructions• to make complaints• to notify• to make adjustments• to make proposals• to congratulate

Specific objectives• to give details• to support the general objective

Successful communicators:

only one major objective for each piece of communicationmake the message clear taken into account promptly

followed by immediate action

not clear objectives lead to misinterpretation ineffective communication additional action/waste of time

The audience (reader/writer)

Action oriented towards the audience• do whatever necessary to help the audience• sensitive to the audience's needs• try to anticipate their reactions• adapt their communication to the type of the audience

Categories of audienceI. general public

expert audiencelayperson

II. primary (decision makers; action takers, etc)secondary (people affected by the decision taken)

The order of presentation

The way in which selected information & data are arranged to achieve the objectives

In business letters 3 levels where order becomes relevant the overall message the paragraph the sentence

The overall message: can be arranged

directly – most important ideas at the beginning of the messageindirectly – main objective at the end of the message

Arrangement depends on:• type of message• objective

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• relationship with the partner

The paragraph - arranged such a way as to emphasize a particular point direct the reader's attention to the main point

Topic sentence = the sentence carrying the core information; all the other sentences will be related to it

A well-written paragraph should be;• coherent (it follows a definite plan)• developed (all sentences explain the main point)• unified (all sentences should be relevant to the main point)

The sentences: selection + combination of wordsto achieve emphasisto direct the reader's attention

Examples:1. Decision-making is essential in managerial activity.2. Managerial activity includes decision-making.

Presentation of ideas: certain patternssimple complexfamiliar unfamiliarknown unknownmost important least importantcause effectchronological

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Lecture 2 Effective Business Communication

Success in business ability to communicate inside & outside the companyWhen is communication effective?

Only when others understand your message and respond to it the way you want them to Effective communication:

manage your work flow improve business relationships enhance your professional image other important benefits:

Steadierwork flow

Increased productivity

Strongerdecisionmaking

Clearer promotional

materials

Enhancedprofessional

image

ImprovedStakeholder

response

EFFECTIVECOMMUNICATION

Strongerbusiness

relationships

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Quickerproblemsolving

What do employers expect from you?competent communication tasksSpecific skills advance in career

organizing ideas and information coherently and completely expressing and presenting ideas coherently and persuasively listening to others effectively (active listening) communicating effectively with people from diverse backgrounds and having different

experiences using communication technologies effectively and efficiently communicating in a civilised manner that reflects contemporary expectations of business

etiquette communicating ethically, even when choices are not crystal clear

Characteristics of Effective Communication

„Knowledge may be power, but communication skills are the primary raw materials of good client relationships.” (project manager at NASA's Marshal Space Flight Center)

provide practical information give facts rather than impression clarify and condense information state precise responsibilities persuade others and offer recommendations

Communication in Organizational Settings

Communication = vital link bet. people / information

Internal & external communicationFormal and Informal Communication

A. INTERNAL COMMUNICATION

1. Formal Communication NetworkIdeas & information along the lines of command (hierarchical levels)Internal formal network information flows in three directions:

downward flow : executives employees upward flow: employees executives horizontal flow: lateral or diagonal communication flow (between departments)

2. Informal Communication Network (a grapevine)e-mail and instant-messaging systemsGrapevines most active (when employees think the formal network is not providing the information they want or need)

B. EXTERNAL COMMUNICATION

flows in and out the organization along formal lines(carefully prepared letters, announcements, e-mail messages, face-to-face meetings etc.)

Internal ExternalFormal Planned communication among

insiders (letters, reports, memos, e-mail, instant messages ) that flows the company’s chain of command

Planned communication with outsiders (letters, reports, memos, speeches, websites, instant messages and news releases)

Informal Casual communication among employees (e-mail, instant messages, face-to-face

Casual communication with suppliers, customers, investors and other outsiders (face-to-face

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conversations, and phone calls that do not follow the company’s chain of command)

conversations, e-mail, instant messages, and phone calls)

The Communication processUnderstanding why Business Communication is unique

Bus. Comm. far more demanding than the communication we are involved in with family, friends, and colleagues

Why? expectations are higher on the job business environment complex (possible failure)

Factors that affect business communication: globalization of business increase in workforce diversity increasing value of information pervasiveness of technology growing reliance on teamwork evolution of organizational structures other barriers

Globalization of business and the increase in workforce diversityThe increasing value of Business Information

1. Competition for jobs, customers, resources continues to grow2. The importance of information continues to escalate3. For an organization, information is as important as money, raw materials and its people

Information AgeKnowledge workers at all levels of the organization

= employees who specialize in acquiring, processing and communicating information

Key areas are in view: competitive insights customer needs regulations and guidelines

Competitive insights: competitors’ strengths and weaknesses (competitors’ plans)Customer needs:

information collected from a variety of sources needs to be analysed to develop goods and services that better satisfy customer needs)

Regulations and guidelines: government regulations and guidelines: employment, environment, taxes, and accounting

The pervasiveness of technology Technical expertise to keep up with that of your colleagues Imbalance can put you at a disadvantage

The evolution of organizational structures:a) company structure relationships communication (nature, quality)Tall structures

many layers of management (L/H positions) communication breakdowns; delays messages are passed up & down through multiple layers

Solution: adopting flatter structures (reduce the number of layers) fewer links in the communication chain pushing responsibility downward more responsibility for lower-level employees to pool the talent of employees and external partners

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(externalization of certain operations)b) the organization's corporate culture

values traditions that give a company its atmosphere & personality habits

Successful companies encourage employee contributions communication flows freely up, down & across the organization chart open climate honest relationships (admit mistakes, disagree with their boss, express their opinions) prepare employees to send & receive negative news and hear constructive criticism from

their superiors employees want feedback from their managers managers (to overcome the natural inclination to smooth things over and avoid conflicts)

attention to communication higher performance + more satisfying work experience)The growing reliance on teamwork

teams offer many potential advantages: increasing responsibility for communication information: not conveyed automatically to invent new communication processes

employee satisfaction organization flexibility ability to respond to competition

Barriers to effective communicationDistractions

physical: bad connections, poor acoustics, illegible printing, uncomfortable meeting rooms emotional: delivery of messages; interpretation

Information overload too many messages; e-mail traffic alone is mushrooming; phone messages, traditional

mail pieces, other interruptions difficult to discriminate bet. useful and useless info.

Perceptual differences mindset individual perception of reality a sender / a receiver when something does not quite fit into our existing

pattern inclined to distort the information rather than rearrange our individual pattern (selective perception)

share experience to share perception + share meaningLanguage differencesasap ? Restrictive environments

restriction of information flow (intentionally or unintentionally) affects the competitive potential

tall hierarchies: loss of message quality

Deceptive tacticsDeceptive communication regrettably easyUnscrupulous communicators

can present opinions as facts omit crucial information exaggerate benefits downplay risks

High performance in business communication

• ability to express oneself• ability to use analytical/conceptual skills• ability to write and speak creatively• ability to empathise with the partner (social self)

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Exploiting the language functions

• Emotive function ability to express oneself – induce a certain reaction; selection of vocabulary/structures/registers, etc)

• Conative function correct level of approach; to get the partner involved; use of vocatives/ polite forms of address/titles)

• Emotive + referential function ability to speak & write creatively; adequate reference to the business context = proof of increased creativity)

• Phatic function empathy with the partner/ adapting to the partnerPhatic communication/ Rapport adequate use of those verbal and non verbal elements in order to create the atmosphere of sociability/ communion necessary to the development of co-operative relationships (business meetings & negotiations)

Lecture 3 BUSINESS PRESENTATIONS (I)

1. First condition – to understand the why of communication

What am I expected to achieve by delivering this speech? Do I want action? Feedback? Sympathy? Support? Sales? Sharing of ideas?

Without the why of the communication first impulse: to develop the message concentration on the what step (more than on the results you want to attain) message may fail in meeting its purpose

2. Objectives Most messages delivered in business have one of the three objectives:

to inform to persuade to celebrate

Inform purpose of message:

to present: facts/ issues/ events- various presentations- instructions - training

Persuadepurpose of message:

to motivate to persuade to think /act in accordance with the speaker

Situations:

- to sell products & services- to support ideas/strategies- to motivate listeners to change behaviours

Celebrate – recognize/ acknowledgea person an eventan occasionan organisational theme

purpose of message: to inspire; to entertain

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- commencement awards- retirement addresses- achievement awards- founder's day speeches- other congratulatory speeches

3. Understanding the Listener

needs interests level of experience

Useful questions: Are they clients/ potential clients/ colleague/ strangers/ supervisors/ subordinates? Are they similar in age and background or widely varied? What do they want to hear from me? What questions will they want answered? What is their political, social, economic, cultural background? Will they be friendly or hostile? How many will be listening to me?

Your chances of success depend on your perception of the audience.4. Getting feedbacknot all presentations need feedback (to celebrate an event, to acknowledge a merit, to recognize an achievement)

Feedback can be obtained:

informally formallyby chatting with the listeners after the presentation (reactions, comments will show you if and how well they understood the message)

questions & answers sessions(plan carefully so as not to lose control of the meeting)

Suggestions for maintaining control Anticipate your listeners' questions Prepare additional materials for the Q&A session: statistics, figures,

supporting documents. Convince the audience of your preparedness For technical questions, ask specialists in relevant departments to take part

at the meeting and provide the data needed; If you don't know the answer, say so;

offer to send an answer say you have to study the point more

Come with a list of questions as back up The question I am most often asked is… Last week someone asked me….

If the listeners react negatively, be ready to shift gears when it is necessary to obtain a desired result

If the audience is large, repeat the questions for all to hear

5. Methods of Delivery

Reading from a prepared manuscript Delivering from memory Delivering extemporaneously relying on brief notes or clue cards.

Reading from a prepared manuscript

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Purpose: to deliver an exact, structured messageExamples: keynote speeches

- speeches with long-range effect (government officials)- sometimes, scripts are approved prior to presentation

and made available to the members of the pressDelivering from memory

memorizing the presentation word-for-wordPossible problems: may forget a line or sentence may lose their place in the speech

Extemporaneous presentation – most popular, most desirable materials are organised either in outline form or on note cards; allows to monitor the audience’s reactions, to slow down, to elaborate on different

points; encourage the audience’s involvement; contributes to building trust, confidence and commitment

Lecture 4 BUSINESS PRESENTATIONS (II)

The PMM Concept

Three basic components:Person – individual making the oral presentationMessage – the presentation itselfMedia – the presentation aids

The basis for the strategy for communicating orally

The PERSONEvery society has an unwritten standard by which its citizens are measured.

Professional image: implies capacity to determine what constitutes that standard in your society

Necessary: to analyse yourself objectivelly in terms of: profession educational background intelligence level status (leader or follower)

Nonverbal elements used as standards for determining success good grooming appropriate dress natural manners silent communicators effective body language a pleasing voice good eye contact an authoritative presence

55% of what we believe about one another is based on our observation & interpretation of nonverbal signals.

Most people will judge you by: your self-confidence your personality your determination your self-control

Natural Manners Stress = natural part of public speakingAudience may detect how confident you are by observing your mannerism.

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Annoying habits:knuckle rappingfist clenchingnail bitingfoot tappingcoin jingling

During oral presentations, it is wrong to:

fold your arms across your chest lean against the wall/lectern other object folding your hands behind you placing your hands in your pockets

Natural, self-confident manners - recommendedProfessional speaker's stance:

- standing straight (arms/hands hanging loosely at your sides)- feet firmly planted and spread naturally

Appropriate Attiregood groomingappropriate dress

WOMEN

tailored clothing only (no frills, ruffles, straps or plunging necklines) suits and blazers in plain, neutral colours scarves for colour accents skirts that are pleated, straight, or dirndl, with no extreme slits basic dark pumps with medium or low heels stud earrings; gold or pearl necklaces; avoid dangling bracelets

MEN

dark or grey suits; navy blazers and grey trousers dress shirts in solid colours, mostly white, pale blue, or yellow variety of ties in muted colours but in contrast to the suit calf-length hose in dark colours to match suits black or brown 1-inch belt loafers, wingtips or laceup shoes avoid flashy cuff links, rings, or neck chains

Body LanguageFor effectiveness – natural gestures to emphasize a point.Key word = naturalThe Voice

Good voice quality provides an effective presentation.For feedback :

a tape recordera frienda member of the family

Eye Contact

the most prominent feature of your face; use them to make contact with the audience; try not to single out a particular person, but make eye contact with many people in

the audience; begin by looking ahead, rotate slowly from side to side, making eye contact with a

number of different people; lock eyes for a few seconds, but never long enough to complete more than 8-10

words;12

let your eyes do some of the talking; Presence

Visual presence: by integrating nonverbal elements into a professional image positive visual image

The VoiceGood voice quality provides an effective presentation.For feedback :

a tape recordera frienda member of the family

Lecture 5 The MESSAGE & the MEDIA

3 basic parts:

the Takeoff gains the audience’s attentionintroduces the theme

the Convincing Evidence data /facts /info. (used to support the claim)the Windup closes the message

a summary of key elements

The Takeoff – sets the stage for the audience’s response

Reasons for being present:Some participants desire informationOther participants are required to attend

Necessary: impact at the very first

Techniques for achieving effective beginning

Startling information Humour The Unusual Suspense The Message Core ("We are here to discuss the parking problems on the university

campus") Courteous Beginning – always effective

express your appreciation for the honour of speaking and then congratulate the listeners on any accomplishment relevant to the speech topic

Convincing Evidence – middle section of your presentation

Begin this section with: concepts that are familiar to your audience ( esp. for controversial subjects) gradually introduce more complex concepts group important elements in logical sequence support ideas with cases & incidents use illustrations & examples give your presentation the necessary depth but avoid boring, irrelevant

details

The Windup restate the central theme summarize the evidence

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propose some type of action do not introduce new evidence

The MEDIA – any aid used to enhance an oral presentation

Varieties of media Transparencies Slides The chalkboard/whiteboard Flipcharts Handouts

Transparencieseffectiveinexpensive

Slidesgreat impact on the audiencewhere quality, simplicity and mobility are demanded

The chalkboard/whiteboard

- beforehand, write on note cards, what you intend to present on the board, to avoid making mistakes

- do not write pertinent information on the board beforehand: will divert the audience's attention to the board.

Flipcharts

you can write information on one sheet at a time you can write information ahead of time and then flip the sheets as you discuss esp. useful for small group presentations

Handouts – a useful way of complementing your presentation

should be distributed at the end of the speech (audience - free to concentrate on yr. presentation)

what you want the audience to do with your handouts

- to take home some ideas- a summary of the presentation (key points)- to take some action- feedback (provide a checklist; easy for them to respond)

Lecture 6 BUSINESS LETTERS

General aspectsCommunication between companies various means

telephones (mobile phones) fax machines the Internet

Phone messages, faxes or e-mail messages a certain degree of informality, that may not illustrate the real nature of the relationship

such messages are sent by persons who do not have the necessary authority for making decisions on behalf of the company

the information conveyed can not be taken as having official valueConsequently any important element in business, discussed or agreed upon the phone

should be confirmed by an official, formal letter14

For this reason (and for many others) writing ability appears in the top three activities of a business person

Businesses value effective communicators: being an effective writer can enhance your professional career the letters you write become your ambassadors people in other departments of the company get to know you through your writing your letters may get your superiors’ attention showing how effective or ineffective you are

as a business communicator.

The layout of a business letterThe layout of a business letter some specific elements Information about:

the two companies that communicate by letters the people authorised to communicate on behalf of each company or may refer to the filing system that enables tracing a letter (or a number of letters in the

correspondence file)

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Figure 5. Main parts of a business letter.

Letterhead

Date

Inside address

Salutation

Subject line

Main body of the letter

Complimentary line

Author’s signatureTyped namePosition

Enclosures

Reference line

Fig. 1. Main parts of a business letter

The letterhead Information about the sender:

the company’s name and status its address telephone/fax number/ e-mail address the logo

The dateThere are various ways to express date:

2.11. 2001 2/11/2001 The 1st of November 2001

November 1st, 2001In business correspondence pattern recommended:

The reference lineYour ref. (“your reference”)Our ref. (“our reference”)

helps tracing a letter in the file the name of the person who signed the letter the name of the typist the filing code

Example: Your ref.: FW/ms/P- the letter was written/signed by Frank Warrington- it was typed by Mary Storm- is located in the file P (“petrol”) 25

"Our ref." gives similar information about the sender

The inside address indicates the following: name and address of the addressee position in the company (e.g. The Supply Manager, The Chief Accountant etc.) department mail address – written exactly as given by your partner

The salutationForms of address used to open business letters

depend on: the addressee’s statusthe social distance between the partners

Dear Sir – when the addressee is a gentleman whose name we do not know;Dear Sirs – used to address a company;Dear Madam – the addressee is a lady whose name we do not know;Dear Mr Robertson/ Dear Ms Watson – to address a person whose name is known to the

writer;Dear Bill - used to address a person with whom the writer is on friendly terms

High officials or personalities: (the addressee’s name is associated with)

- courtesy titles- titles deriving from appointment or honours- rewards

Useful information:- no special form of address for the Prime Minister and members of the Ministry - ambassadors are addressed as:

Your Excellency (formal) Dear Mr Rodson or Dear Lord Bart

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2 November 2001

The subject line below the salutation and underlined tells what the letter is about helps the reader direct the letter to the right person facilitates fast processing of correspondence

Dear Mr WinterTax collection

The body of the letter the main text of the letter (the message of the letter) the rule of the “ four Cs” clear, concise, correct, courteous divided into paragraphs information distributed according to the role of each paragraph

The opening paragraph makes connection between the subject line and the rest of the text (" above" or

"above-mentioned") refers to the source of information, which is used as a basis for the letter you are

writingThe following two or three paragraphs

the proper message of the letter describe facts/give arguments/ make complaints/ make suggestions etc (according to

the purpose of the letter)The closing paragraph

emphasises the main idea of the letter restate the writer’s point of view conclusion of the letter

The last sentence of this paragraph often contains the formula:We look/are looking forward to hearing/ receiving news from youWe look/are looking forward to your answer/reply/letter

The complimentary line depends on the level of formality the relationship between the writer and the addressee directly related to the salutation

Differences between British and American English:

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British EnglishSalutation Complimentary line

Dear Madam / Sir(s) Yours faithfully

Dear Mr/Mrs/Ms/Miss Waters/ Dear colleague/friend/customer

Yours sincerely

Dear MaryYours/ Best regards/ wishes/ Kind regards

American EnglishSalutation Complimentary line

Gentlemen:/ Dear Madam / Sir(s) Truly yoursDear Mr/Mrs/Ms/Miss Hudson Yours sincerelyDear Nicholas Best regards/ Cordially

The signature given together with the writer's name the writer’s position in the company

If the writer is not the person authorised to sign the letter:the printed name is preceded by:

“p.p.” (per procurationem) or “for”:

Mary Smithp.p. Tom RichardSupply Manager

Enclosure line the last point of a business letterabbreviated to Enc./encl.gives the list of additional documents sent with the letter:

Encl.: 2 copies of the Monthly Statement

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Fig.2 Business letter (sample).

MEDEQUIP Ltd. 78 Bell Street

Washington DC, WA 53124

27 January 2002Our ref. CG/mn/ T 99

Mr Paul LevinWashington Marketing Society667 Seventeenth StreetWashington DCWA 64702

Dear Mr LevinTraining course

We have read your article on new trends in marketing in the December issue of the Marketing Review. Since your ideas seem very interesting to us, we would like to invite you to deliver some lectures to our sales people within a two-week training course at the beginning of April.

We are sure that the new strategy you propose for selling medical equipment will be of great interest to our people.

Could you please confirm, by 15 February 2002, if you would accept our invitation?

All the other details will be discussed as soon as we receive your confirmation.

We look forward to your answer.

Yours sincerely,

Marion EvansHuman Resources Manager

Types of business letter layoutLayout patterns/ styles:

indented style block style semi-indented style

The indented style requires: letterheadinside addresscomplimentary closesignature block

each line be indented as compared to the line above closed punctuation (full stops, commas, etc) is used after each element and line of these

layout itemsletter body

the first line of each paragraph is indented reference linedate linecomplimentary line

are placed on the right-hand side

The block style

all layout items are placed on the left-hand side punctuation is omitted from all the items except for the main letter body each line of the paragraphs starts in the left-hand margin paragraphs are separated by double space

The two patterns differ from many points of viewHowever, the use of punctuation in the main body of the letter is compulsory in both cases.Combinations of the two patterns:semi-block style - (when some elements are placed in the centre of the paper or on the

right-hand side)semi-indented style indentation of the first line of each paragraph

full punctuation (inside address, salutation, complimentary line, signature block and enclosure line)

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Lecture 7 MAKING AN ENQUIRY

Complete the following letter and then answer the questions:

1. Who writes on behalf of SUNSHINE Hotels?2. Who is the addressee?3. What information is given in the first paragraph?4. What does Mr Carlsson say in the second paragraph of his letter?5. Which of the phrases below would you use to refer to Mr. Carlsson's action?

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SUNSHINE Hotels10 Lion Street

7 AHD AmsterdamThe Netherlands

15 December 2003Your ref:Our ref: AC/gc/ Amst 03

The ROMFAST Bank12 Queen Mary StreetDistrict 3 BucharestRomania

Dear SirsRe: Banking services

We …1… your …2… from Mr Toma Dănescu, General Manager of "RomTour"- Bucharest, who has …3… you as one of the most reliable banks in Romania.

We are …4… the hotel…5… and our …6… of hotels is well-known …7… Europe. We have recently …8… the Romanian market, with two …9… in Bucharest and we would …10… to …11… your bank for paying …12…our staff …12…our suppliers.

We would …14… if you …14… send us …15… about the card system and credit lines you can …16… us.

We look …18… to …19… from you soon.

Yours …20…SCarlssonSteven CarlssonHead of Finance Department

He is arranging a meeting making payment sorting out letters giving a presentation making an enquiry making a proposal

Letters of enquiry asking for informationYou make an enquiry in order to find out: where you can find the product how much you have to pay for it if you can get a discount what quantities of that product are available how soon the supplier may honour your order what similar products are available on the market

The paragraphs of an enquiry letter have clear functions:Paragraph

Function Examples

1st introduction

(how you found information about the addressee: name, address, type of business etc.)

"We have found the September issue of your magazine in the library of "RomTour"-Bucharest."

"Mr. Steven Robson, Managing Director of FINDAS Corporation, one of our partners, has recommended your company to us and …"

"We have heard of your firm at the 3rd Fair of Consumer Goods in Tokyo last year."

2nd ; 3rd

giving additional information about the situation;

giving brief information about your company;

offering to give further information;

launching the request.

- "We are in the hotel industry and our chain of hotels is well-known throughout Europe"

- "Our company is involved in road building."

- "We will be happy to offer you further details."

- "We would like your comments on the possibility of organising a joint conference."

- "We would appreciate if you would consider our proposal for a partnership."

"Could you please send us your catalogue and price list?"

last paragraph

- ending the letter (a formal sentence to close politely)

"We look forward to hearing from you."

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The general structure of an enquiry letter: may begin directly with the request information about the sender + his interest in the request made has to indicate the source of information, which has facilitated the enquiry

Letters enquiring about people more specific it shows clearly who you are enquiring about describes the situation that has led to the enquiry (promotion to a top position, new

employment, a prospective merger/partnership etc.)Recommendations:

include a set of clear questions that will help the respondent to structure the answer accordingly

these letters should the information supplied should be used for business purposes only getting or giving information about someone with the permission from the person

concerned such information must be treated confidentially

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REPLIES TO ENQUIRIES

A serious businessperson will always answer an enquiry. Answers:

- positive an order or a contract will follow

- negative (refusal)Interested in the proposal answer it promptly!Experienced business people use to move fast:

confirm the letter: orally, over the phone, by e-mail a formal letter will be sent later

Read the enquiry reply letter below and then find in its text the parts that comply with the functions given in the list below:

a. confirming receipt of enquiry and thanking for the letterb. expressing satisfaction for being contactedc. giving specific information in answer to the questions in the enquiryd. taking actione. closing optimistically, expressing hope for future co-operation

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ROMFAST BANK23 King Ferdinand Bulevard

District 1, Bucharest Romania

20 December 2003

Your ref: SC/gc/Rom.03Our ref: OD/ms/ Amst 03

The SUNSHINE Hotels10 Lion Street 7 AHD AmsterdamThe Netherlands

Dear Mr Carlsson,Re: Your letter of 15 December 2003

Thank you for your above-mentioned letter enquiring about our banking services. As you have found out from some of our clients, our standards are high and our services prompt and efficient.

We have recently developed our range of products, including some new credit lines, which are successfully used by many large Romanian firms and foreign companies working in Romania.

We are sending you enclosed a detailed description of our products and hope that you will find them suitable for you. Please contact us by phone or e-mail if you have additional questions. Our staff will be glad to help you make the best choice.

We look forward to hearing from you soon.

Yours sincerely

ODumitrescuOana DumitrescuHead of Marketing Department

2. Giving negative replies to enquiries

2.a Complete the following sentences that are often used in letters expressing refusal:

1. We are

__________ that we ___________ send the goods so soon.2. We ________sorry ______ we ________ unable to help you ______ developing the project.3. We are sorry to _________you that we __________invest in hotel industry.4. We _________ that we are __________to grant you such a big loan without third-_______

guarantee.5. We ____________ inform you _______ the C12 video projectors are _____ of stock.6. We _________to inform you that the opening you are interested in was filled two weeks

ago.26

7. ____________, you have failed to supply the goods as per the contract.

2.b Now fill in the paragraphs below taken from two letters of refusal:

"We …1… to inform you that we no …2… manufacture the projector type you are …3… in. Instead, we could …4… you a similar product at an affordable …5… and significantly …6… characteristics."

" Thank you for …1… letter …2…20 June 2004 …3… about a bank …4….After careful …5… of your documents, we …6… to …7… you that we are …8… to help you.…9…, you do not …10… sufficient collateral, as it results …11…your documents."

A letter of refusal

carefully worded the general tone of the letter respect and understanding to create a favourable atmosphere for a possible relationship in the future

Stages: confirm receipt of the enquiry letter express regret (for not being able to help) give reasons for your negative answer offer an alternative (if possible) end on a friendly, encouraging tone

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Lecture 8 LETTERS OF COMPLAINT

Possible reasons/situations of complaint related

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STAR Bank5 Long Street

Edinburgh3E 56 EG

Great Britain

Grungwald and Son24 Forest StreetAmsterdamThe Netherlands

Dear Mr GrundwaldReply to enquiry

Thank you for your letter …1…18 May 2002.

…2… your proposal is very attractive, we …3… that we are …4… to invest in your project for the moment.

…5… some management changes, we …6… restricted our …7… funds for a certain …8…of time. We …9… move back to our …10… investment …11… as …12… as some old …13… will …14…been …15…. We estimate that this will not …16…more …17…six months. …18… your proposal is really interesting; we can take your project as a priority at that time.

Thank you again for your…19….…20… our proposal does …21…fit you, we would like to …22…you every success in the future.

Yours …23…

MBrayMary BrayHead of Investments Department

1. delayed delivery2. undershipment3. slow operations4. inadequate invoices5. incomplete information6. overshipment7. bad behaviour8. breakdown of the IT system9. delays in money transfer10.non-payment11.inadequate advice12.slow recording of documents13.ineficiency in manipulating documents14.overcharging15.delivery of the wrong goods

Conflicts are very frequent in business. Partners interested in achieving and defending their interests and goals When conflicts occur try to solve them amiably

without affecting the basic relationship without damaging the professional image or position held in the business environment keep the costs of the conflict to the minimum

An effective way:• let our partner know that something wrong happened• try to find out about the causes of the mistake that have generated our

discontent• speak or write about them

Making complaints3.a What functions do the following phrases (a -f) express?

a. "We are ready to do that if you can offer us a 2% discount for the remaining shipments."b. " We are writing with reference to the above-mentioned contract for repair works."c. " We can presume that the contents of the second van were intended for another

customer."d. " However, we regret to inform you that …"e. " We are sorry to remind you that, if you do not replace the wrong goods within 10 days

as from the receipt of this letter, we will be obliged to refer to the Penalty Clause stipulated in our contract."

f. " According to a previous agreement with you, we have placed the merchandise in our warehouse and we will keep it there until you can collect it."

1. stating the subject; reference to documents (connection with the "subject line", if expressed)

2. stating the reason of complaint;3. suggesting possible causes of the problem;4. stating the action you request your partner to take;5. mentioning the action taken by you (if any)6. making suggestions to solve the problem (special requests to compensate

you for the losses suffered; mentioning penalties if the partners may fail to repair the situation).

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HITECH LTD.Romanian Division

The Continental HotelStr. Azurului 15, Sector 2

63451 Bucureşti, România 30 September 2004

Mr Doru Dinescu DirectorROMFAST Bank12 Queen Mary StreetDistrict 3, Bucuresti, Romania

Dear Mr. DinescuContract 215 of 27 March 2004

We are …1…in connection with our… 2… contract for staff payment through card systems …3…between your bank and our…4….

As …5… in the contract, your bank …6… transfer the corresponding …7… to our staff individual …8… before the 9th day of each month. Everything went quite well until June 2004 when our employees …9… about their accounts …10… credited one week after the …11…date.Since this …12… again in July and September, we wonder what has …13…with the relevant department of your bank.

…14…, we have …15… all the records and documents delivery dates for …16…our …17…staff are responsible, but everything has been …18… without …19… delay or mistake.

Since …20… in …21…payment is a very serious matter, we …22… inform you that, if you do not take …23… so as such things be completely…24…, we will be …25… to …26…to the …27…Clause in our contract and even to …28…the contract altogether.

In the hope that the situation will be …29…as soon as possible, we look forward to hearing from you.

Yours …30…Tom BellFinancial Manager

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3.b Explaining the problem

Writing letters of complaint a difficult task

explaining the problem a key function in this situation make the reader understand his full responsibility for the negative consequences

deriving from the mistake the letter should convey the necessary encouragement for immediate action try to maintain the previous friendly relationship Striking balance between irritation and politeness the writer's ability to select adequate language

Polite negative messages:

"we are sorry but we have to remind you that……""Unfortunately,……""we regretfully inform you that……""we regret but we have to draw your attention to ……""we are sorry to inform you that……""we were surprised to find out that……"

Lecture 9 ADJUSTMENT LETTERS

1. Match the following meanings of the verbs in italics with the sentences below:

a. regulateb. put in orderc. settling claimsd. in harmonious relations with other personse. change one's way of living, thinking, etc.

1. You have to be grateful to her for helping you to become a well-adjusted young man.2. Please do not adjust your sets! (warning on TV screen)3. Managers have to adjust themselves to new cultural contexts.4. I've checked it myself. Our partner is right. We've delivered less than agreed. We have to

send them an adjustment letter.5. The device adjusts itself to changes in humidity.

An adjustment letter is an attempt to restore the relationship and maintain the company's good reputation. As a result, its tone should be polite and reconciliatory and should help to achieve the following functions:

• confirm receipt of the complaint letter;• explain the cause(s) of the problem;• mention action taken so as the problem may not happen again;• reassure the customer;• state the steps taken in order to solve the problem;• if a solution was suggested, give your opinion by accepting it or coming up with a

counterproposal;• apologise for the trouble caused and end optimistically.

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-

Clients usually request compensation for the loss incurred: a discount an additional quantity

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ROMFAST BANK12 Queen Mary Street

District 3Bucharest

4 Oct.2004Your ref: TB/tg/ Rm 04Our ref: DD/md/ BCC

HIGHTECH Ltd.Romanian DivisionStr. Amurgului 28Sector 4Bucuresti

Dear Mr BellComplaint - Contract 215 of 27 March 2004

We …1… receipt of your letter …2… 30 September 2004, …3… the delay in …4… for your staff as per the …5… contract.

We have looked …6… the matter and found …7… that your …8…is…9…. Due to an …10…breakdown of the IT…11…, the last step of the money …12…procedure …13…not be …14…at the …15… time. Besides, in July, we …16…two persons for money tranfer …17…and it …18…some time until they got …19…with the whole system.

We are …20…very …21…for the …22…created and we …23…you that no …24…will occur from now …25…. We have taken measures that the …26…-hired persons …27…helped by an …28… officer for a period of six months. The …29…of department will increase …30…on this area of activity. Also, in …31… for the situation you have …32… through, we …33… to carry out bank operations for your staff, free of…34…, for a period of three months.

…35…again for the trouble …36…to you, we do hope that this regrettable …37… will not …38… our future…39….

Yours…40…

DDinescu

Doru DinescuDirector

an extension of time for completion etc.

Unjustified complaints

There are situations when their claims should be rejected1. In such a case, the letter should include a paragraph stating clearly that you cannot

accept responsibility for the mistake and, consequently, no compensation will be given. 2. Rejection of complaints should be done in a polite way, no matter how firm the writer's

attitude may be.

4. Choose a suitable paragraph from column B in order to reject complaints in column A:

A B1. the quality of the flour is not the same as that agreed on; the client asks for a 3% reduction in price for the whole quantity

a. We are sorry but we cannot accept your complaint. Our experts have established that you did not observe the maintenance instructions. Therefore, we cannot assume any responsibility.

2. the printers have been installed soon after unpacking but they do not work; the client wants the printers to be replaced

b. Our people have checked the whole lot carefully and found out that the fabric has been damaged during transportation. Consequently, we cannot be kept responsible as the damage occurred in transit.

3. the whole lot of fabric must be replaced as it is stained and torn

c. We have investigated your complaint carefully. Samples of the material have been taken and tested again. They comply fully with the standard agreed on. We regret we cannot accept your complaint and, consequently, no reduction in payment will be made.

4. after three month operation, five of the washing machines bought for the hotel laundry seem to have serious defects; the client claims that the machines be replaced

d. Our experts have looked into the matter and say that the printers have not been installed according to our instructions. Therefore, we can offer you technical assistance to correct the installing defects but we do not accept to replace them.

Note: The seminar activities have been based on materials (texts and exercises) distributed to students in the classroom.

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