B usiness C ommunication Final Exam The Principle of a Business communication letter Adapt sentences to readers. Use technical words with caution. Write clear sentence which are the Use strong words to hold the product of clear thinking. readers attention. Keep sentences short for best Use correct idioms. readability. You must avoid gender Limit your sentences discriminatory words. content/element. By limiting Also avoid sexiest words. sentence content you are favoring Economize words. short sentences. Eliminate surplus words. Choose short words over long Round about construction. words. Avoid needless repetition. ► The styles of Writing Business communication letter: Data line: includes the complete Complimentary close: use data. appropriate one. Inside address: mailing address. Signature block: the typed Salutation: select the salutation on signature ends the letter. the basis of your reader. Folding: proper folding enhances Attention line: use an attention line appearance. to the draw the attention of reader. Envelope address: the part office Subject line: useful to identify request that we follow this summary. procedure in addressing envelope. Second page heading: give heading in the second page. Writing Job Application: ► from the view of invitation Job applications are two types (A) Invited (B) Prospective ► Job application is two types from the view of imagination– (a) Job application for accountant (Conservative) – Opening is very restraint, less imaginative. (b) Job application for public relation officer (vivid imagination) – full of imagination, no restraint. ► One should follow following rules when writing job applications:
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B usiness C ommunication Final Exam To gain the interest of the executive. Opening should be brilliant / standard. Opening sentence will different if it is asked (Invited) and if it is non asked (Prospective) Opening should fit job requirements and job positions (according to advertisement). Opening should also set up a review of qualifications. Use more conservative form of opening in a restrained field. Such as accountant. Use the employees name to gain interest, if you know anyone.
You can gain attention by showing your understanding of the readers operations. Never use the old fashion style in opening. Include education, experience and personal qualities. Don’t rely on your “resume” your application should carry all the points. Use most favorable words that present most your qualifications. Use your view point when necessary. Avoid the tendency to over use “I”. Use it when necessary. Make the action word (last paragraph) clear and direct.
When accepting Job letter: Give favorable response. You should not be long.
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When refusing Job letter: Indirectly refuse it. Never use direct way. Begin with a friendly comment. Present your words to refuse the job in a very precise and clear form but positive.
Biodata/ Resume/ CV One should follow following rules when writing Biodata/ Resume/ CV: 1. Lists the facts in some orderly way. 2. Write the heading for information group. 3. Review your qualification. 4. Select all the facts to help the readers to evaluate you. 5. Organize the facts in to logical order. Such as education, experience, personal quality, reference etc.
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B usiness C ommunication Final Exam When presenting education list those institution, dates, degrees and areas of study. In experience category list those data – places, firms, duties and data. Whether you worked as a part time or full time, present all this information in orders. In activities and interests list – Personal qualities, hobbies and athletic participation. In list of references – telephone number, accurate mailing address, job titles. Add personal information.
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Specific Suggestions when writing CV Over all margins on the top, both at left and right side, at least one side. At the bottom space between the paragraphs should be half inch minimum. Your listing of items will look better if they are arranged by rows or columns. Avoid long narrow columns of data with large section of wasted space on either side. It is better to study the company before send the resume or Job application. Never send simple application. You should write equal level caption in some grammatical form. Ex personal and physical at first level, personal and physical qualities at 2 nd level.
Inquiry letter ► Inquiries for product/ Booking hotel or conference room/ Specific item: Direct question is the best way to Provide adequate explanation. You inquiry. can fit this explanation anywhere in First you should organize your the letter. letter Structure the question by separate You can start with a question, paragraph, then number the which will enhance quick reply. question. Use two types of questions 1. If it involves more than one Specific request 2. Personal request question make each one stand out by a separate sentence. ► Answering inquiry: You comply with the sender wishes Include date and the subject of the You should use the direct patters. letters.
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B usiness C ommunication Final Exam Begin the letter with answer. If several questions are to be answered you should answer to the most
important ones. If there is one question answer that only. If there is more than one question then answer them separately.
► Inquiries about people: - Letters should protect the rights of people. - For the reason of ethics no personal information should be given indiscriminately. - You should act responsibly and ethically in answering those letters. - Give stress on the facts; write only for business with authorization that in formation confidentially. - The question should fit one person and one job. - Letter should follow the style of enquiry but the enquiry should be friendly. ► How to answer personal inquiries: - Report a significant fact - Answer one of the most significant facts first. - Never emphasize the negative effect. If it is insignificant. - Identify the request and answer it. - Making clear that your answers are confidential and authorized. - Specific questions should be answered specifically. - Only facts cannot give a true picture negative points will standout. - Make a clear distinction between facts and opinion. - Give the facts its appropriate importance emphasis on positive morels. - For legal reason report carefully. Avoid writing anything not verifiable.
Collection letter When your customer fails to pay their bill on time, then collection letters use to remind them their bill. Different ways of reminders telephones, personal visit, emails but letter is the best way. Collection letter consists of number of progressively stronger efforts. First comes the reminders, then persuasive stage and it ends with threat. Actually the persuasive letters get stronger stage by stage. The number and length of time of sending letters mainly depend on the debt. The first collection letter is not very strong. It is short, direct and polite. Your approach is friendly to convince your reader of your friendly intention. 4
B usiness C ommunication Final Exam ►First stage: Friendly approach sends a short letter called “reminder”. ►2nd stage: You should develop your reason according your adopted strategies. Your strategies and your situation will guide you for your approach in the letter depending on the length of time.
As these letters are not pleasant, so you should write such a way that it gain attention. you need to use you imagination to gain the attention, using some interesting words in the opening you could ask about payment directly mentioning the amount.
►3rd stage: if first and second persuasion letter fail, then you have to use this. use strength begin the letter with threat of action it is wise to justify the action.
then explain the effect of action on the debtors. the word should show concern not anger
Reports ► when we should write a report: - new products are to be introduced - if the sales rate falls - if the sales goes up - annual situation of business - new marketing possibilities - on the staff ► Arrangement of a report: - begin the report by transmitting the report (authorization, explanation of purpose, scope of the problem limitations, special points) - Identify the subject and facts - Forwarding and transmitted which are the same - The table of contents gives headings and page numbers - The executive summary concludes the report (synopsis). ► Types of reports:
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B usiness C ommunication Final Exam 1. Short report (common in business world) 2. Long report 3. Letter report 4. Staff report
5. Memorandum report 6. Special report 7. Audit report 8. Technical report.
* Short report: it consist little texts. Usually it is indirectly order with a summary. The introduction comes next followed by findings and analysis and finally conclusions. * Letter report: letter form report. Covers short problems. Usually written in personal style. May be organized in the indirect style beginning with a brief introduction. Where subject line gives the introduction, direct style may be written there. Organization reports are mostly like the longer reports. * Memorandum reports: used for internal messages, written informally and they solve problems. * Special report: (ex staff reports) follows very organized plan which leads to conclusion. The typical elements present is a stuff report Identifying the information, summary, objective, facts, discussion, concluding and recommendation proposes. * Audit report: Short and long reports are common for business in this category. * Technical report: different subject matter, their pretatory parts are similar to others, summaries different from others. They could be organized as follows Introduction, Methodology, facts, discussion, conclusion and recommendation. ► Quality of a good report: - Includes adaptation, objectives, time view point, change and interest. - Use words that have similar meaning to you and the readers. - Objectives always unbiased and based on the facts. ► Different between short and long report: 1. Less need for introduction material 2. Predominance of direct order 3. More personal writing 4. less need for long coherence plan ► A report includes following points: Introduction 6
B usiness C ommunication Final Exam Origin of the report/ presenting why, how, when and by whom the report was authorized. Purpose Scope Limitations
Historical background Sources and methods of collecting data Definitions (to define familiar words, Tran’s vesicular operation) Report preview.
► Techniques of writing report: Coherence of logic in the text. Good organization of facts in the bases for coherence. Long reports must have paragraph Use introductory, summarizing and conclusion section for larger report. The final section brings together the preceding sections. Transition should be made by words and sentence. Make this bridge naturally not mechanically. Use tropical sentences to improve the flow of the text. Good report is always interesting and this is good communication. Writing should never take away the attention from information.
Use pictures, diagrams, graphic effects, illustration Use graphic aids first so that it can understand by readers. When necessary use borders and rulers. Use of color boosts the physical appearance of the report. Title should describe the content clearly. The foot note should be used to explain to elaborate. Acknowledge the source of information with notes below the graphic notes. Use the table to arranging the information
► In the report body: - Analyze the information gathered - The report ending - Finding summary - Conclusion - Appended parts Memorandums Memorandums are letters sent within the company. Most of the big companies have their printed form. Those can be informal notes. It is also can be the formal message sent to the top administrations.
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B usiness C ommunication Final Exam ► Principle of memorandums: - Memorandums are different from letters for two reasons 1. They are direct and impersonal 2. The effect of word is of letter concern. - Those are courteous. - Direct memorandums are generally the routine enquiry and they follow the pattern of enquiry letters. - It begins with the objectives and explanation. - Specific information should be listed in a logical order. - Ends with corties words ► When you replay to the direct memorandums: - Should be direct orderly and well organized. - Company policies and objectives may be written in memorandum form. - In some extent they should be formal. - Indirect memorandum (Bad news) should be handled tactfully and indirectly. Though it is rare to refuse personal request. - Memorandums to files. Quotation ► A satisfactory quotation will include the following elements: An expression of thanks for inquiry Details of price, discount and term of payment A clear indication of what the price e.g. package, carriage, insurance. An undertaking regarding the date of delivery The period for which the quotation on valid An expression of hope for acceptance ► Types of quotation: 1. Routine 2. Tabulated ► Routine quotation: It states clearly what is required It explains what the paper is for It states quantity
It states when and where to delivery. It explains the prices and what the price cover.
Handling of complains ►Reason of complain: 8
B usiness C ommunication Final Exam *Wrong goods received……. *Poor service….. *Unsatisfactory quality……. *Late delivery……..
*Damaged condition of goods……. *Price not as agreed before the delivery……..
► How to write complain letters: Don’t delay as it will weaker you’re position and the supplier will not have time to investigate the matter. Don’t assume that the supplier is automatically to be blamed. They may have their powerful defense. When you write you avoid rudeness in you letters. It will make the supplier indifferent in solving your problems. Describe the item or service you bought Say where and when you bought the item and how much it costs. Explain what is wrong and what action you have already taken. Explain what is your expect to be done to rectify the situation, either a refund or repair etc. Use the recorded document to justify your complain and keep the original copies and receipts. ► Style of writing such complains: direct style identify the transaction at the beginning of the letter. begin the letter with a claim. Directly mentioning what went wrong with the supply. For added strength, you may interpret damage in terms of its effect. Give enough facts to justify your claim. Be careful of your choice of words not to show your anger or distrust. Your closing words should show you cordial attitude.
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