ULB 1153 Lesson Notes UNITAR

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Name : __________________________ ID : ______________ Date : ________

Lesson 1 Chapter 1 – Business Writing

Towards Effective Written Communication

Tactful Coherent

Personal Clear

Positive Concise

Active Readable

Unified Mechanically Sound

TPPAUCCCRM 1. Business Correspondence Should Sound Formal AND Natural Example:

As per your request, please find enclosed herewith a cheque in the amount of RM200. As requested, I am enclosing a cheque of RM200. (natural yet formal)

Example:

• We have received your order. • Thank you for your recent order. (natural yet formal)

2. Business Correspondence Should Be Concise Example:

• This manual of instructions was prepared to aid our dealers in being helpful to their customers. (16 words)

• We prepared this manual to help our dealers serve their customers.(12 words)

Example: • It is the responsibility of our Production Department to see that it meets the

requirements of our Sales Division. (19 words)

• Our Production Department must meet our Sales Division’s requirements. (9 words)

How do I

communicate

effectively?

How do I

write

effectively?

ULB 1153 Lesson Notes UNITAR

rohana@unitar.edu.my

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3. Business Correspondence Should Be Specific Example: contact – call, write, visit soon – by 11 November Tone

- refers to writer’s attitude towards the receiver and the subject of the message - tone of written messages affects the reader just as tone of voice would affect a

listener in a conversation - in business correspondence, tone has to be tactful and positive

a. Being Tactful (careful with words) Example: You did not fill in your details into the A3 form. (tactless) To enjoy full facilities of your new Current Account, simply fill in the A3 form. (tactful) Please pay the minimal amount if you still want to use your credit card. (tactless) To keep your credit card active, please send a check of RM120 for the minimal payment. (tactful) b. Emphasize on ‘You’ oriented rather than ‘I’ or ‘ We’ oriented � We are happy to receive your order of our solid walnut desk. We shipped it this

morning. ‘You’ oriented: is receiver centred, shows that you see from their point of view and know that you care.

• Thank you for your order. You will receive your solid walnut desk by Tuesday, June 19th.

c. Tone Is Positive, Not Negative Example:

• On March 3rd, we sent you the accident insurance forms and requested that you return them within two weeks. It is now March 20th, and we have not received your reply. (negative)

• To receive your insurance check within a month, please fill in the insurance form we sent you on March 3rd and return it within two weeks. (positive)

ULB 1153 Lesson Notes UNITAR

rohana@unitar.edu.my

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Exercises Exercise 1: Rewrite each of the following sentences so that it is active rather than passive 1. High profits are publicized by the management. _____________________________________________________________________ 2. The policies announced in the directive were implemented by the staff. _____________________________________________________________________ 3. Our computers are serviced by the Silver Tech Company. _____________________________________________________________________ 4. The employees were represented by Mr. Swanberg. _____________________________________________________________________ 5. The raw data are submitted to the data processing division by the sales representative each Friday. _____________________________________________________________________ Exercise 2: Rewrite these sentences to make them better. Consult your lecturer for specific instructions if any. 1. Please advise us as to your decision. _____________________________________________________________________ 2. Feel free to contact the undersigned if you have any questions. _____________________________________________________________________ 3. Due to the fact that your subscription has not been renewed, the next issue of Run! will be your last. _____________________________________________________________________ 4. Enclosed please find a self-addressed reply card for the purpose of your convenience. _____________________________________________________________________ 5. Please forward your order at your earliest convenience. _____________________________________________________________________

ULB 1153 Lesson Notes UNITAR

rohana@unitar.edu.my

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Business Letter Formats

• Full-block Format • Semi-block Format

Principal Parts of a Letter 1. Letterhead - company name, address, logo, phone, email 2. Date Line - 20 October 2002 (UK)/October 20, 2002 (US) 3. Inside Address - Name & Address of Receiver - Identical with envelope address Inside Address

• Name & Title/Designation of recipient • Department • Organisation • Building • Suite No, Street Address or P.O. Box No. • City, State and Post Code • Country (if abroad)

4. Salutation of Letter - Singular/ Plural Descending Order of Formality

Examples : Dear Sirs/Mdms., Dear Sir/Madam,

Dear Mr./Mrs. Potter, Dear Latiff 5. Body - Singlespaced within each paragraph Doublespaced paragraph separation 6. Complimentary Close Match degree of salutation formality Descending Order Example: Yours sincerely, Yours truly 7. Signature Block - Name of Communicator, signed and typed, run flush with Complimentary Close - leave 4 spaces for signature & include title after signature 8. Additional Letter Parts - Subject Line, - Attention Line, 9. Punctuation Formats : Open/Close Types of Memo A. Informational - provides information B. Procedural - formal procedures to be followed C. Instructional - provides instructions D. Persuasion - to persuade

ULB 1153 Lesson Notes UNITAR

rohana@unitar.edu.my

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Format Introductory Items for Memos To : Receiver (designation) From : Sender (designation) Date : Subject : Body #initial# Introductory Items for E-mail To : Receiver CC : Sender/whoever you’re sending a copy to Subject : Body Complimentary Close

Exercise 1: Organise the parts below to form a business letter.

1. Yours sincerely

2. When you visit our company, please call at reception first and ask for me. Then you will be taken up to my office.

3. 1st June 2002

4. Chemikraz LtdUl.Krakowa 4860700 PoznanPoland

5. Dear Ms Kassim

6. Mrs P SztukHuman Resource Manager

7. Despite it being almost spring, the weather here is still quite cold so please bring warm clothes with you. I would definitely recommend a hat and a heavy coat too.

9. I am writing to thank you for your letter which arrived recently. I am so pleased that you can visit us next month. We are looking forward to welcoming you.

10. If you have any questions, please contact me immediately. My telephone number is +48-61-46289 extension 209.

11. You will be staying at a local hotel called, Hotel Oritz. The address of the hotel is 56 Zwycestwa Street and the telephone number is +48-61-95483. Hotel Oritz is small but friendly with a restaurant and room service. You will eat your breakfast there but I will invite you out for lunch and dinner.

8. Here is some information about our country and your accommodation.

13. Belaian Jiwa Sdn BhdG-7 Jalan SS15/8B47630 Subang JayaMalaysia

12. Attention: Ms Lara Kassim

14. Patricia

Just write down the numbers. Answer:

ULB 1153 Lesson Notes UNITAR

rohana@unitar.edu.my

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Exercise 3: Organise the jumbled parts of a memo.

1. REPORT ON COMPLAINTS ABOUT POOR SERVICE AND FOOD

PROVIDED IN THE STAFF RESTAURANT

2. If you have queries, please let me know.

3. MEMORANDUM

4. To: Kamal Hassan, Administration Director

From: Stephen Chow, Business Administration Officer

Date: 24th May 2002

Ref: 240502/TLH/01

5. Encl: Report (2)

6. Stephen Chow

7. Further to your recent instructions, I have completed my

investigation into this matter. My report is attached.

Answer: