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Communication Workshop – Written Communication
WORKSHOP OVERVIEW
Importance of effective communication for any organisation can never be gainsaid. In fact,
communication is the bloodline of any organisation. This workshop aims at enhancing the
awareness of the growing need for effective communication within an organisation, with
particular emphasis on written communication. The participant is exposed to different kinds of
written communication – Report-Writing, Memo-Writing, Letter Writing, e-mail communication
etc. At the end of the workshop, the participants will have been sensitised to the urgent need for
persuasive communication in the competitive business world, which is pro-active too.
Most of the times, knowledge of effective communication and ability to communicate
effectively are mistaken for one another. The former represents knowledge, while the latter
represents skills. While knowledge can be acquired from external agencies, skill can be honed
up only within oneself and any amount of external help has a limited impact. Similarly, the
ability to communicate is measured by the majority by the fluency displayed by an individual in
“spoken English”, which is taken for granted in “written communication”. A person of
experience realises to distinguish between these two and accordingly prepares himself to be an
effective communicator, both in “oral communication” and “written”. In fact statistics prove that
more often than not, persons having limited vocabulary but with effective communication ability
are able to put across their ideas more forcefully than those who command extensive vocabulary.
The emphasis is not on mere words or flowery language but on simple and effective
communication, which not only has the desired impact on the receiver but also evokes
matching response immediately from him. It would be appropriate to quote Peter Drucker, the
renowned management consultant on the importance of communication in the commercial
world.
Quote “ As soon as you move one step from the bottom, your effectiveness depends on your
ability to reach others through the spoken or the written word. And the further away your job is
from manual work, the larger the organisation of which you are an employee, the more
important it will be that you know how to convey your thoughts in writing or speaking. In the
very large organisation, this ability to express oneself is perhaps the most important of all the
skills a person can possess” Unquote.
This workshop aims at helping the participants identify their individual styles of communication
and fine tune the same wherever necessary from the point of view of effective writing. Besides,
to the extent needed, attitudinal aspects of communication as well as psychological aspects of
communication, like “Transactional Analysis” would also be covered to be complementary with
practical exercises on written communication. Practical exercises will include report-writing,
memo-writing, letters to outside customers, e-mail communication etc. Theoretical inputs will
be kept to a minimum and included only in the course material; during the workshop sessions,
concepts will be discussed through analysis of written communication exercises done by the
participants.
The need for assertive behaviour is being felt by one and all in any organisation. Most of the
times, aggressive behaviour is mistaken for assertive behaviour and vice-versa; in fact, both are
quite distinct from each other. The workshop will introduce to the participants the characteristic
features of assertive behaviour through examples from real life and professional situations.
Similarly, introduction to “Transactional analysis” will also be done with reference to effective
communication. Transactional analysis helps one to identify the Ego State from which the
“stimulus” emanates (from the communicator) and extend a moderating response consciously
(from the receiver/responder) to neutralise the impact of an offending/undesirable “stimulus”.
The objective is to familiarise the participants with different Ego States in one’s personality and
their influence on transactions with fellow human beings along with their impact on
communication situations.
This workshop is just the beginning of a new “beginning”on “written communication”.
HOW TO USE THIS MATERIAL?
This material provides the theoretical base to many areas of written communication. Hence it is
ideally suited to be a quick reference to basic concepts relating to written communication.
Elaborate exercise in the course material has been consciously avoided. This is to encourage the
participants make notes at appropriate places during the discussion on any concept. With this
purpose in mind, the course material has been prepared only on one side, leaving the other side
empty for taking notes. As such, together with appropriate notes, the course material can be
used any time in future to refresh memory on aspects of written communication dealt with in
this workshop.
BASICS
Communication at a glance (from Ranga’s material – Raj to type)Page 4
10 COMMANDMENTSOF
COMMUNICATION
1. Crystallise your ideas before communicating.
2. Examine purpose of communication and adopt suitable language, tone and approach.
3. Consider total human and physical setting.
4. Consult others if needed while planning communication.
5. Be mindful of tone, voice, choice of language and basic content of message.
6. Be a good listener.
7. Actions should support communications.
8. Communicate for tomorrow as well as today.
9. Follow up your communication, obtain feedback.
10. Convey something of help or value to the receiver.
BARRIERS TO COMMUNICATION
SELECTIVE ATTENTION
SELECTIVE PERCEPTION
SELECTIVE RETENTION
1. Inattention, distrust of communication, absence of interest.
2. Receiver ignores the information that conflicts with what he/she already knows.
3. Receiver hears what he/she expects to hear.
4. Inappropriate time of communication.
1. Sender and receiver have different background of experience.
2. Receiver hears and understand what he/she expects to hear and understand.
3. Fear or failure to communicate.
4. Prohibitive nature of organisational structure.
1. Badly expressed message.
2. Faulty transmissions.
3. Distortions or loss in transmissions.
4. Receiver remembers only what he/she wants to remember.
STEPS TO OVERCOMEBARRIERS TO
COMMUNICATION
1. Create atmosphere for free flow of
communication
2. Communicate in the receiver’s background and interest.
3. Face to face communication wherever possible avoiding written communication.
4. Be clear to the point
5. Use simple, non-technical and direct language
6. Use human interest words and personal references
7. Economise on adjectives
8. Use active verbs
9. Use suitable tone of communication
10. Put emphasis on communication
11. Time element
12. Never initiate unnecessary communication
13. Reduce length of communication channel
MAJOR OBJECTIVES OF WRITTEN COMMUNICATION:
Sharing information/details
Persuading
Conveying instructions to employees of a department,
project, division, administrative office, the entire
organisation etc.
Reporting on situation and seeking instructions
Eliciting enquiry about a product and reply thereto
Bringing on record critical facts/process/decisions etc.
for the purpose of documentation and future follow-up
Convey one’s thoughts or feelings (in the case of
personal communication)
PARAMETERS FOR IDENTIFYING SUCCESSFUL WRITTEN COMMUNICATION:
The objective of the present communication has been
fulfilled by stimulating the “desired action from the
receiver”
The channel of communication has to be kept open with
the receiver for future, wherever necessary – those with
whom we communicate on a regular basis on
organisational matters
THE SUCCESSFUL COMMUNICATOR EXHIBITS:
Tremendous Ability To Understand The Situation On The
Whole
Capacity To Look Beyond The Written Words – To
Assimilate The Spirit Of The Communication That He
Has Received And To Respond To That Spirit When
Replying
Empathy to the Receiver
Positive And Rational Attitude (Less On The Emotional
Side In Professional Communication)
Attention To Small Details But At The Same Time Not
Wasting Time In Trivia
Pride In His Work/Project, Team, Organisation Etc.
Strong Affinity For Facts And Less Tendency For
Excuses/Personal Feelings/Beliefs/Thoughts (In
Professional Communication)
Required Self Analysis
Assertiveness
AND HIS COMMUNICATION WILL HAVE:
Arresting Opening Lines – Linkage With The Past
No Assumptions Of Any Prior Knowledge On Behalf Of
The Receiver – Pre-empting “Oscillating
Communication” on the same matter
Clarity In Thought And Words – No Ambiguity In
Communication
Simplicity In Language – Easy To Understand To The
Receiver
“If language is not correct then what is said is not what
is meant; if what is said is not what is meant what
ought to be done remains undone” – A SAYING BY
CONFUCIUS
Well-structured Body – Present – One Idea Leading To
And Linked To The Next
Appropriate Closing – Summarising For Future Follow-
up Subject At A Time Wherever Possible– No Mix-up
With Another Issue Diluting The Attention Of The
Receiver From The Main Issue
WHAT IS SO SPECIAL ABOUT WRITTEN COMMUNICATION?
It is permanent and mostly accessible to more than one (the receiver) excepting in the case of
private and confidential correspondence; every communication speaks for the sender so fully
as though the sender is in a face-to-face communication with the receiver/reader.
The sender has an opportunity to think through his/her message. In conversation it is not
possible to recall our words back or stop to reorganise them into a more logical form. Most
people tend to speak off the cuff.
Once the thoughts are put down in words in written communication, very rarely another
letter from the same receiver can reverse the damage done, if any.
Every written communication is an ambassador for the writer or sender – creates goodwill or
bad blood unless the communication is so ineffective that the receiver can choose to be
indifferent to it.
The receiver/reader can consider the message at leisure without any pressure as happens in
the oral communication. Mostly people remember only 25% of what they hear.
We can supplement the written message with charts, diagrams, illustrations, statistical details
and other materials. This is not possible in the case of spoken communication despite the
help of visual aids.
If done with a client or a customer, written communication is the correct platform to enhance
the credibility of the organisation of the sender as well as that of the sender.
If done with a superior within the organisation, it should evoke a better understanding of the
situation of the sender and response in the desired direction
If done with a subordinate within the organisation, it should ensure compliance with
instructions in full – without any ambiguity and without sounding “bossy”
If done with a peer within the organisation, it should ensure empathy and full understanding
of the position of the sender
As usually one gets more time for written communication than for oral communication, the
quality of written communication is expected to be better than oral communication from the
same sender and complete in all regards.
If in the form of report, it should be:
- complete, - balanced, - stimulating to the receiver making him receptive to new
ideas/approach, - backed by statistics to the extent possible, - centering around facts and figures rather than achievement
of self (of the reporter), - comprehensive including suggested course of action for
achieving the desired results & not merely reporting problems
- not on the lines of a newspaper report but should be compelling to the reader.
If caution is not exercised, as opposed to oral communication, one does tend to get elaborate
and not precise in written communication causing repetition of ideas etc. – often referred to
as “self indulgence”
As the saying goes, “Writing Maketh An EXACT Man”
Written Communication has to be “EXACT”
- E – EXCHANGE YOUR IDEAS WITH OTHERS
- X – X-RAY READER’S MIND
- A – ADDRESS CLEARLY
- C – CORRECT
- T – TEMPER THE TEXT WITH REASON (MORE)
AND EMOTION (LESS)
Written communication should be done with “TACT”
- T – TALENT
- A – ATTENTION
- C – CARE (CONCERN FOR THE READER)
- T – TIME (IT DESERVES IN MOST
ORGANISATIONS)
Written communication, like any other communication, should aim at “AIDA”:
- A – ATTENTION OF THE READER/RECEIVER TO BE
DRAWN
- I – INTEREST OF THE READER TO BE SUSTAINED
- D – DESIRE TO ACT TO BE KINDLED
- A – ACTION TO BE INITIATED
-
BARRIERS IN WRITTEN COMMUNICATION
From the Communicator’s side:
Absence of responsiveness to new ideas, approaches
Poor inter-personal skills
Complex and involved writing
Inconsiderate to the receiver
Indulgence in trivia
Lack of comprehension of the issues involved
Absence of logic in communication
Aggressive, submissive or indifferent attitude as opposed to assertive attitude
Being presumptuous – assuming knowledge on the part of the receiver
Lack of preparedness for effective and complete communication
Lack of confidence
Inadequate Vocabulary
Poor sense of timing
From the Receiver’s side:
Impatience to read through the communication fully
Lack of interest
Prejudice against the sender/Attitude of superiority
Selective perception
Selective attention
Selective retention
Inability to visualise the sender’s problems/constraints – lack of empathy
Unreasonableness in expectation on performance
High degree of engrossment in self – exaggerated importance to problems
relating to self and limitation in relating to others
Poor knowledge in English
EFFECTIVEWRITING
‘WHAT TO DO’
FOR
EFFECTIVE
WRITING
REVISION
CHECKLIST
EFFECTIVE BUZZWORDS
15 WAYSTO
BETTERCOMMUNICATION
WHAT TO DO FOR EFFECTIVE WRITING
1. ANALYSE YOUR ‘AUDIENCE’
What we write depends upon to a large extent our ‘Audience’.
2. TRUST YOUR AUDIENCE
Write naturally and with confidence
3. EVERY COMMUNICATION HAS A PURPOSE
Knowing & fully understanding the purpose helps shape our words & ideas.
4. IDEAS DO NOT USUALLY COME BY SIMPLE INSPIRATION
5 W’s and 1 ‘H’ method can greatly help.
5. MOL AND SOS HELPS
Method, Order & Logic, Select, Organise & Shape
6. EXAMPLES, ILLUSTRATIONS, FACTS & FIGURES
Make our communication persuasive & memorable.
7. FIRST DRAFT --- A FREE, NO-HOLDS-BARRED ATTEMPT
Write as the ideas/points occur, the main objective being to get all the important thoughts on paper.
8. REVISION IS THE KEY
Check each word, phrase, sentence & paragraph for 6 ‘C’s.
EFFECTIVE WRITINGREVISION CHECKLIST
1. ELIMINATE UNNECESSARY WORDS
2. CHECK FOR LOGICAL CONNECTIONS.
3. CHECK FOR APPROPRIATE TRANSITION
4. TEST YOUR DICTION FOR POWER AND PROPRIETY
5. CHECK FOR GRAMMATICAL AND MECHANICAL ERRORS
6. MAKE STYLISTIC IMPROVEMENTS
REMEMBER
NO PAIN NO GAIN
“If I’d had more time,I’d have written a shorter book.”
- MARK TWAIN.
EFFECTIVE WRITING
BUZZ WORDS – 1
WORM
W - WHO WILL READ?
O - OBJECTIVE OF THECOMMUNICATION?
R - RESULTS EXPECTED AND RANGEOF THE COMMUNICATION.
M - METHOD OF BEST PRESENTATION.
EFFECTIVE WRITING
BUZZ WORDS – 2
CLIENTS
C - CONTENT
L - LAYOUT AND FORMAT
I - INFORMATIVE AND INTERESTING
E - EASY TO READ, EASY TO UNDERSTAND
N - NEED BASED VISUALS,ILLUSTRATIONS AND EXAMPLES
T - TONE, TRUST AND THRUST
S - SUGGESTED ACTION
EFFECTIVE WRITING
BUZZ WORDS – 3
SALES
S - SPARK THE IMAGINATIONCREATE CURIOSITY
A - ANNOUNCE THE PURPOSEAND THE OBJECTIVES
L - LIST THE BENEFITS ANDADVANTAGES
E - EXPRESS OPINION & GOODWILL
S - SPECIFY ACTION, ASK FOR ORDER
EFFECTIVE WRITING
BUZZ WORDS – 4
K - KEEP
I - IT
S - SHORT
S - SWEET
For practising this, we need to keep the following in mind:
Why am I writing this letter? – Purpose/objective is to impress or to persuade or to apologise or just to share information.
Who is going to read this letter? – What is her/his status in the organisation? How much background information does the person have? What might be the person’s attitude to what I am going to say? What should I put in the letter? (What does the reader need to know? What can I give?)
How should I organise my ideas? (In what order should I put the main ideas?)
What tone should I use? (What words should I use in order to create the right one?)
A lively conversational feel in written communication is not possible, if the sentences are too long and involved. Long sentences with several dependent clauses are difficult to understand and requires re-reading.
15 WAYS TO
EFFECTIVE COMMUNICATION
1. KNOW YOUR FACTS THOROUGHLY
2. ‘SOS’ YOUR FACTS
3. 6 ‘C’ CHECK YOUR FACTS
4. ELIMINATE UNNECESSARY DETAILS – EDIT
5. MAKE YOUR POINT QUICKLY – DO NOT BEAT AROUND THE BUSH
6. STOP AS SOON AS THE POINT IS MADE
7. EMPATHISE WITH THE RECEIVER
8. TEST MARKET YOUR MESSAGE – FEEDBACK
9. REHEARSE YOUR COMMUNICATION
10. ALWAYS USE SIMPLE, PRECISE AND CONVERSATIONAL LANGUAGE.
11. CONSIDER HUMOUR AS APPROPRIATE TO THE SITUATION
12. USE VISUALS WHEREVER POSSIBLE
13. KEEP AN ELEMENT OF SURPRISE/SUSPENSE
14. KEEP ON SCHEDULE
15. END ALL COMMUNICATION WITH ACTION, SUGGESTION OR RECOMMENDATION
STEPS INVOLVED IN DIFFERENT TYPES OF WRITTEN COMMUNICATION AND REQUIREMENTS/CHARACTERISTIC FEATURES OF SPECIFIC MODES OF COMMUNICATION
1. Adaptation and Selection of words;
2. Caring for expressions;
3. Construction of clear sentences and paragraphs;
4. Writing for effect – need for simple and effective
language, We-viewpoint as opposed to You-viewpoint;
5. Direct communication in good news and neutral
situations;
6. Need for Indirect communication in bad-news letters,
persuasion and sales writing AND
7. Characteristic features of other means of
Communication - office memos, e-mail, fax messages
etc.
1. Adaptation and selection of words
Words should be properly spelt;
One should be aware of those groups of words in which one can be confused for the other and hence used in the wrong context
We must try and avoid abstract words and instead use concrete words.
Words should be simple and not complex;
We should give preference to familiar words over unfamiliar words.
We should avoid words which sound “sexist”
Verbs should be action verbs instead of camouflaged verbs;
Verbs should be active verbs instead of passive verbs, unless passive verbs are called for;
Technical words or Jargon should be carefully used
2. Caring for expressions
Oft-repeated expressions are stereotyped and hence it is advisable to avoid them.
Cutting out rubber stamps or “cliches”
Proper use of idioms
3. Construction of clear sentences and paragraphs
Sentences should be short as long sentences tire the receiver very fast;
Two-word verbs can be substituted with one-word verb reducing the length of sentences;
Long and winding words can be substituted with short and simple words;
Avoid cluttering phrases, as they compromise with clarity of thought in a sentence;
Surplus words can be trimmed to shorten sentences;
Roundabout construction or “involved” construction robs the receiver of initiative to read further and hence simple construction is preferable;
One should be on guard for repetition of words or “redundancy”
Construction of sentences should be logical to preserve the unity of sentences
Sufficient care should be taken in designing paragraphs;
Paragraphs too like sentences should be short;
Paragraphs should have unity in the sense that each paragraph should emphasise one idea and all the points should revolve around this idea;
Make good use of topic sentences to begin as well as end a paragraph;
Giving paragraphs the requisite movement to pilot the reader continuously towards the objective in communication through definite and logical steps;
Non-essential details are better left out of the paragraphs not to lose the focus on the mainstream.
4. Need for simple, correct, effective and speaking language
Language needs to be straight and simple instead of being bombastic like legal language;
Language needs to be appropriate and correct;
Language needs to be lively and conversational to keep up the interest of the reader instead of being stiff and sluggish;
Language must be positive instead of being negative;
Language must exhibit courtesy and empathy to the receiver and preaching should be avoided at all costs;
Language must be emphatic – emphasis in any one or more of these ways –
- By position – beginnings and endings receive prime emphasis
- By space – the greater the space devoted to a topic the greater is the emphasis
- By sentence structure – the shorter the sentence the better the emphasis
- By mechanical means – underscoring, boldface etc.
The flow should be smooth throughout the communication – this is achieved in any one or more of these ways –
- Information in a logical order, one thought sets up the next
- Proper tie-in sentences instead of abrupt shift
- Word repetition to the extent needed for achieving emphasis
- Extensive use of pronouns like this, that, these, those etc.
- Proper use of transitional words like in addition, besides, in spite of, in contrast, however, likewise, thus, therefore, for example etc.
Emphasis on you-view point as opposed to traditional we-viewpoint – Tickle the reader’s ego without sounding as “flattery”
The language should be “speaking language” – Dictum “write as you speak” or “conversational style” without making the mistakes that we can have the luxury of making in oral communication.
5. Directness in communication in good-news letters and neutral situations-letters
For general favourable responses to enquiries, the following steps –
- Beginning with the answer and stating that we are complying with the request
- Identification of the correspondence being answered either incidentally or in a subject line
- Response in an orderly manner, preferably the same order in which queries have been raised in the enquiry letter
- Conveying any negative information in a proper manner and with desired emphasis
- Inclusion of extras, especially about the persons/company enquiring
- Close with cordiality
Similar treatment should be given in the case of letters seeking personal evaluations of personnel who were in our employment, letters from customers seeking adjustment of credit for defective supply made by you, order acknowledgements, routine enquiries etc.
6. Indirectness in communication in bad-news letters, persuasion and sales writing
Situations requiring indirectness in response should be studied thoroughly and only thereafter response should be made;
The situations requiring indirectness in approach could be any one of these –
- Refusal of request for credit adjustment
- Refusal of request for credit terms for sale
- Other indirect letters like job applications, lodging complaints with suppliers, sales follow- up letters etc.
Steps involved in indirect response –
- Beginning with words that indicate response to the request and are neutral to the answer
- Presenting justification or reasons for refusal using positive language and you-viewpoint
- Refusing clearly and positively and including a counter-proposal or compromise
wherever possible - Ending with an adapted goodwill comment
Different types of indirect letters like persuasive requests or sales letters –
Persuasive requests
- Opening with words that set up the strategy and gain attention
- Presenting the strategy (the persuasion), using persuasive language and you-viewpoint
- Making the request clearly and without negatives either at the end of the letter or followed by words that re-iterate the persuasive appeal.
Sales letters
- Gaining favourable attention in the opening
- Creating desire by presenting the appeal, emphasising supporting facts and emphasising reader view-point
- Including all necessary information – using a coordinated sales package (brochure, leaflets etc.)
- Drive for the sale by urging action and recalling the main appeal
- Possibly adding a postscript
7. Other Business Messages – Memorandum, Fax/E-Mail etc.
Other Business Messages include the following –
Collection letters to customers
Claim letters for adjustment on monies payable by customers
Intra-office memorandum, i.e., within the same organisation, from one department to another department, one division to another division, branch to head office and vice-versa, from the management to concerned (all) departments, divisions, offices, branches etc. in the form of instructions, policies/directives etc.
Orders that begin with a clear authorisation and containing an orderly arrangement of units, descriptions, prices etc.
Fax/e-mail messages, which are becoming critical means of communication in modern business
Of the above, collection letters, claim letters and orders are separately dealt with.
Features of Memorandum Fax/E-mail
Memorandum
Intra-office communication is in the form of memorandum. Although oral communication, i.e., face-to-face communication either in person or over phone is preferable in most situations, it may not be possible or desirable always. For example, you want your communication to be recorded for future reference. At the same time, as the receiver is within the same organisation, a formal letter is not called for. Under the circumstances, you may use what is common in modern business, “Memorandum”.
Different types of memorandum – Routine enquiries and routine responses (Direct in nature), Policy memorandums and directives (Direct in nature), Bad news memorandums (Indirect in nature), Persuasive memorandums (Indirect in nature), Memorandums for file (for future reference or use and without addressing it to any person even within the same organisation).
While the memorandum is less formal, the contents would be common with the more formal letters. The structure would be physically different and the style would be less formal. The memorandum, which is in the form of a report, is outside the scope of this discussion, as memorandum reports are separately dealt with.
Most of the organisations have got a standard format for memorandum communication. The format is available in the form of printed stationery. The tile at the top could be any of these - “Memorandum”, “Inter-Office Correspondence”, Office Memo, Interoffice Communication etc. Below this main heading, come specific spaces provided for routine details like the date, from whom, to whom, subject matter, copy to ----- etc.
In the case of large organisations, in order to facilitate memorandum to reach destination early and receive prompt response, the location of the receiver is also added in the body of the memorandum. Most of the organisations have the practice of sending the memorandum without the signature of the author of the memorandum.
Fax/E-Mail messages
Fax/E-Mail Etiquette:
Some basic rules of etiquette must be followed for communicating either through fax or by E-mail. Somehow the impersonal nature and lack of face-to-face contact in fax or e-mail tempt some writers to be rude. They do tend to violate basic courtesies expected by other users. Some of the more important rules are listed below:
- Keeping the line length under 80 characters (and not words) – under 72 if possible;
- Not to use abusive or offensive language (flaming) that one would not use while communicating in person;
- Not to copy more than a few words from another source;
- To give complete credit for others’ ideas and words;
- To ask for permission before forwarding or posting someone else’s message to avoid breaking the writer’s confidence;
- To avoid using all capital letters – it is called “shouting”;
- To keep signature concise and not prominent;
- To check e-mail regularly;
- To be precise in language more than even in formal letters;
- If it is a reply to an enquiry, reply in the same order in which enquiry has been received;
- To build up the credibility of the organisation and self in that order;
- Not to list out excuses for delay in execution of the client’s order, but to give firm indication about possible date of delivery; even if there are genuine reasons, it is preferable not to give prominence to these, at least in the very first communication, when the client is annoyed with the delay in execution and/or when the client is not able to know the reasons therefor;
- To underplay exchange of pleasantries like “How are You?” etc.
- If the communication from the other side calls for positive action or a definitive plan, the reply should contain indication of positive action or a definitive plan;
- To ensure that the reply covers all the points of communication;
- In the absence of face-to-face contact, need for more emphasis on “You-viewpoint than We-viewpoint”;
- To consider fully the cultural differences between the sender and the receiver in this type of communication – this could affect the form of greeting, certain expressions, form of closure etc.;
- To summarise the points at the close of the communication, especially if there is a follow-up action to be done by either or both sides and
- If the credibility of the organisation is at stake due to whatever reasons, the e-mail or fax communication should have a tone of reassurance and confidence building.
1. Adaptation & Selection of Words – List of words that are frequently misspelledA B (continued) C (continued) E (continued)Abbreviate Bankruptcy Compulsory EndeavourAbsence Beginning Consensus Enforceable
Abundant Beneficial Consistency EnormousAccessible Buffet Contingency EnthusiasticallyAccommodate Bulletin Controlling EntranceAccompanies Bibliography Correspondent EspionageAccompaniment Bookkeeper Corresponding ExaggerateAccumulate Brochure Criticise/Criticize ExaggerationAccuracy Benefited Curriculum Excel/ExcellenceAcknowledgement Break D ExceptionallyAcquaintance Bureau Debacle ExhaustionAdequately Business Debt ExhibitionAdmission C Debtor ExhibitorAdmittance Calculation Decadent ExhilarationAdolescent Calendar Deceit ExistenceAdvantageous Camouflage Deceive ExorbitantAllege Cancelled Deference ExpensiveAlliance Cancellation Deferred ExtensionAnalysis Catalog/catalogue Dependent ExuberantAnalyze/analyse Catastrophe Depreciation EminentAnonymous Category Description EnvironmentApologetically Cellar Desirable EquippedApparatus Cemetery Detrimental EspeciallyApparent Changeable Dilemma ExperienceAppreciate Choose Diligence FAppropriate Chose Disastrous FacilitateArgument Colossal Disciple FacilitatorArrangement Column Discrimination FamiliarArrears Commitment Dissatisfaction FamiliarlyAscertain Committed Division Familiarize/familiariseAssociation Committee Divisive FascinationAttendance Comparative Definitely FeasibleAuthorise/Authorize Competent Desperate FeminineAuxiliary Competition Dictionary FinancierAwfully Competitor Disappearance ForeignAccidentally Complexion Dissatisfied FranchiseAmateur Comptroller E FraudAppearance Conceivable Economical FraudulentArguing Concise Ecstasy FreightArithmetic Conscience Effect FulfilAthletic Conscientious Efficiency FebruaryB Consciousness/Conscious Embarrassment FortyBallet Consensus Emphasise/emphasize FourthG I (continued) M (continued) O (continued)Gauge Interfere Magnificence OccurrenceGrammar Interference Magnificent OmissionGrievance Itemize/itemise Maintain Omitting/OmittedGuarantee Itinerary Maintenance OpinionatedGuaranty Interpretation Majestic OptionGuidance Interrupt Malicious Outrageous
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Influential Laid Neutral Pursue
Ingenious Lead Ninety PageantInitial Led Ninth Pamphlet
Inoculate Lose Notable Parallel
Innocent Losing Noticeable Paralysis
Institution M O Parity
Intellectual Magistrate Objectionable Parliament
P (continued) Q (continued) R (continued) S (continued)
Particularly Qualm Restaurant Sacrilegious
Pastime Quarrel Rhythm Seize
Pedestal Quizzes Relevance Severely
Penicillin R Revenue Sieve
Permanent Rebellion Routine Sophomore
Permissible Rebellious Referee Stationary
Permitted Receipt S Stationery
Paralyze/Paralyse Receive Saleable Studying
Performance Recommend Schedule Subtle
Personal Recommendation Scientific Successful
Personnel Reconcile Scrutinise Surprise
Physical Reconciliation Scrutiny Susceptible
Possession Recur Separate/Separation Symbolic
Principal Recurrence Sergeant Symmetrical
Principle Reducible Serviceable Synonymous
Probably Reference Siege T
Proceed Referred Significant Tariff
Professor Rehearsal Similar Technical
Pronunciation Reimburse Souvenir Technician
Prophesy Reimbursement Specifically Technology
Persistent Relief Specimen Temperature
Phenomenon Relieve Sponsor Tendency
Perspiration Reminiscent Statistics Theoretical
Physician Remit Strategic Tolerance
Q Remittance Stubbornness Tolerant
Qualitative Remitted Substantial Tomorrow
Quality Repetition Succeed Traffic
Quantify Representative Succession Tragedy
Quantitative Resource Superficial Tragic
Quantity Respectfully Superfluous Transcend
Questionnaire Reputation Superintendent Transmit
Quietly Responsibility Supersede Transmittal
Quit Returnable Supervisor Transparent
Quiet Reveal Suppress Tried
Quite Revelation Surroundings Twelfth
T (continued) U (continued) V (continued) W (continued)
Tyranny Unknown Ventilation Wholly
Than Unmistakable Versatile Withhold
Then Unnatural Vigilance Weather
Their Unnecessary Villain Weird
There Unscrupulous Vinegar Writing
Thorough Usually Volume Y
Through Unbelievable Vain Yacht
Tries Utterance Vein Yawn
Trouble V W Yield
Truly Vaccine Wave Young
Typically Vaccinate/Vaccination Waiver Youth
U Vacuum Waver Z
Unanimous Variation Warranty Zealot
Undoubtedly Variety Whisper Zealous
Uniform Vehicle Whistle Zenith
Universal Vengeance Whole
Commonly confused words
The meaning and spelling of the following words are often confused. It requires practice to use them appropriately.
Able, capable
Able – (adjective) General capacity, physically or mentallyExample – He is an able person.
Capable – (adjective) Specific capacity for handling a subject, situation or indicates competence.Example – My leader is capable of handling any unexpected situation.
Accept , except
Accept – (verb) to take what is given, to agree toExample – We accept your gift.
We accept your terms of offer. Except – (adverb) excluding, omittingExample – Everybody in our house like coffee excepting me.
Adapt, adopt
Adapt – (verb) to change or to adjustExample – As I have recently shifted to Bangalore, I have not yet adapted to the conditions here.
Adopt – (verb) to follow, take or chooseExample – Have you adopted the resolution? (or) I have adopted Christianity.
Advice, advise
Advice – (noun) counselExample – My sincere advice to you is “stop smoking”.
Advise – (verb) to counselExample – I advise you not to smoke.
Admit, confess
Admit – (verb) to accept a mistakeExample – There is nothing wrong in admitting the mistakes in the script.
Confess – (verb) to accept committing a crime etc.Example – The accused confessed to the murder.
Advantage, benefit
Advantage – (noun) a positive point accruing to a person etc. but refers to conditions/circumstancesExample – I had the advantage of being born in a family of doctors.
Benefit – (noun) a positive point accruing to persons from a specific measure or welfare scheme.Example – What are the benefits of Provident Fund Scheme?
Apparent/evident
Apparent – (adjective) appearing to beExample – His illness is apparent.
Evident – (adjective) conclusive, based on observations or facts.Example – It is evident that the accused is guilty of murder.
Affect, effect
Affect – (verb) to make effect, to influence, to changeExample – The change in weather has affected you.
Effect – (noun) change, results etc.Example – Continuous exercise has produced wonderful effect on me.
Already, all ready
Already – (adverb) even nowExample – This portion has been completed already by the previous lecturer.
All ready – (adjective) all preparedExample – We are all ready to go on a picnic.
Alternate, alternative
Alternate – (verb) to cause to follow by turns, one after the otherExample – You have 4 fast bowlers. You require only 2 of them. You will have to alternate between two groups of 2 each for every match.
(adjective) existing in such a fashion of following by turns, one after the otherExample – The alternate flowers in the garland are rose and marigold.
Alternative – (adjective) another choiceExample – We do not seem to have any other alternative than to surrender to the boys now.
Assent, ascent
Assent – (verb) to give approval, to agree; (noun) permission, approvalExample – I assented to his request to take my vehicle
The principal gave assent to organise a cultural programme
Ascent – (noun) advancementExample – His ascent to the CEO post was rather quick.
Assent, consent
Assent – (noun) accord or formal approvalExample – The president gave his consent to the ordinance.
Consent – (noun) Permission but not formal approval
Example – My parents gave their consent to my inter-caste marriage.
Awesome, awful
Awesome – (adjective) awe inspiringExample – Siddharta had an awesome personality
Awful – (adjective) terribleExample – I had an awful headache.
Between, among
Between – (preposition) used to compare one person with another - usually used only for two personsExample – Ram and Lakshman had discussion between them.
Among – (preposition) used in the case of more than two personsExample – It will be difficult to find out Guru among the crowd.
Blunder, mistake, error
Blunder – (noun) a serious mistake as applicable to a whole policy, action etc.Example – It was a blunder to order our defence forces to counter LTTE in Sri Lanka.
Mistake – (noun) not of a serious nature just as in the case of typographical or clerical mistakes.Example – My English paper contained a lot of spelling mistakes.
Error – (noun) a serious mistake in judgement or details of document etc.Example – There were so many errors in my deed of conveyance.
Cite, site, sight
Cite – (verb) refer to, state, to serve notice onExample – The professor cited David’s case as an example for extraordinary luck.
The prosecutor cited reasons for dropping the charges against Arvind. Union Carbide was cited for Anti-Pollution Act violations.
Site – (noun) locationExample – The site, on which office building is going to come up, is quite close-by.
Sight – (noun) scene (verb) to seeExample – The place of accident was a ghastly sight
I am not able to sight the ship still.
Change, alter
Change – (verb) to discard the old one and make a new one as applicable to the whole document, plan etc.Example – I have changed my plans of entering Afghanistan from the front; entry will be from the rear.
Alter – (verb) to change only a part of it and not the whole.Example – Have you altered your pant, as it was not fitting properly.
Childish, childlike
Childish – (adjective) not behaving in an adult manner although he or she is a grown-up adult.Example – You are childish in behaviour in groups; you want to hog the limelight always.
Childlike – (adjective) like a child in matters of taste etc.Example – I am absolutely childlike in my love for ice-cream.
Climate, weather
Climate – (noun) atmospheric condition for a given location – permanent featuresExample – Tropical countries experience generally a warm and humid climate.
Weather – (noun) atmospheric condition on a day-to-day basis, constantly changingExample – Today’s weather is just lousy.
Cloth, clothe
Cloth – (noun) fabric, which is not yet stitchedExample – When will you purchase cloth for your pant?
Clothe – (noun) stitched cloth like a pant, shirt etc. (verb) to make a person wear apparelExample – Have you taken all your clothes for tour?
I do not want to clothe myself only in cotton in winter season.
Complement, compliment
Complement – (noun) something that completes (verb) together make a good teamExample – Soup is the perfect complement for dinner
Abel and David complement each other in all aspects
Compliment – (verb) to say something good about someone (noun) a remark of recognitionExample – The teacher complimented the student on excellent showing in the exam.
The Father’s compliment increased my enthusiasm for social work.
Comprehensible, comprehensive
Comprehensible – (adjective) understandableExample – His lecture is comprehensible.
Comprehensive – (adjective) exhaustive, covering all aspectsExample – The guidance notes given for Chemistry are comprehensive.
Congenial, genial
Congenial – (adjective) conducive, the desired or suitable
Example – The surroundings in our college campus were congenial for studies.
Genial – (adjective) of gentle nature, friendlyExample – Mr. Atlee was a genial person.
Conscious, conscientious, consensus
Conscious – (adjective) being fully aware of the consequences, possessing internal knowledge, with full awareness etc.Example – The decision to go to Bombay for career development was a conscious one
Conscientious – (adjective) in accordance with the voice of conscienceExample – The decision to ban outside players in the team was a conscientious one.
Consensus – (noun) voluntarily a group of persons agreeing to a course of action without any direction or force by authority, unanimityExample – The meeting decided by consensus that the party would not field any candidate in South Calcutta constituency.
Conscious, aware
Conscious – (adjective) Please refer to the previous example.Aware – (adjective) possessing knowledge of things going on outsideExample – Are you aware of the standards in English of the new MBA batch?
Consul, council, counsel
Consul – (noun) foreign embassy officialExample – The Consul from UK is away in the USA.
Council – (noun) official body.Example – In India, the official body in a town is called Municipal Council.
Counsel – (noun) legal advisor (verb) to adviseExample – Adams is the Counsel for the defence.
I do not want to counsel you on this sensitive matter.
Decrease, diminish
Decrease – (verb) to reduce but without assigning reasons thereofExample – The population in Norway is decreasing.
Diminish – (verb) to reduce due to reasons which are knownExample – The tiger population in India is diminishing due to illegal killing by poachers.Deficient, defective
Deficient – (adjective) lacking in a particular aspect Example – The food is deficient in proteins.
Defective – (adjective) containing defects of manufacturing, not perfect etc.
Example – This shoe is defective.
Deny, refuse
Deny – (verb) to declare a statement about oneself as untrue.Example – The minister denies all allegations of corruption against him.
Refuse – (verb) not to be inclined to give permission etc.Example – My parents refused permission for my inter-caste marriage.
Dissent, descent, descend
Dissent – (noun) disagreementExample – The captain expressed dissent on the selection of the team.
Descent – (noun) decline, fallExample – The descent of Brazil’s economy was steep.
Descend – (verb) to come downExample – We had to descend 5000 feet to reach the base camp.
Disinterested, uninterested
Disinterested – (adjective) being impartial, without being interested in any of the involved partiesExample – Anybody sitting on judgement should be disinterested in all the involved parties.
Uninterested – (adjective) lacking interestExample – The students are uninterested in the subject.
Distinct, distinctive
Distinct – (adjective) definite, of significanceExample – The Indica Car of the Tatas has distinct features.
Distinctive – (adjective) which is exclusiveExample – That bungalow is indeed distinctive
Distinction, difference
Distinction – (noun) an act of distinguishingExample – I secured distinction in Mathematics
Difference – (noun) dissimilarityExample – The difference in status between the two parties is quite obvious.
Doubt, suspect
Doubt – (verb) it is just a feeling, not convinced fullyExample – I doubt his intentions in this game.
Suspect - (verb) it is based on certain conviction or knowledge or evidenceExample – Alex was the prime suspect in the murder case.
Envy, jealousy
Envy – (noun) in a good humoured manner without any ill-feelingExample – His phenomenal achievement is everybody’s envy.
Jealousy – (noun) envy which is accompanied with ill-feeling of not possessing or not achievingExample – The neighbours were jealous of Shyam’s richness.
Excuse, forgive, pardon
Excuse – (verb) applicable to a mistake, i.e., routine in nature or clerical in natureExample – The professor excused our late-coming today.
Forgive – (verb) applicable to an error, as an error of judgement etc.Example – The father forgave his son for his impudence.
Pardon – (verb) as applicable in the case of a crime or offence like killing a personExample – The President pardoned the criminal, considering that he is physically handicapped.
Exception, exceptional
Exception – (noun) not conforming to a stated observation or rule (noun) taking strong objection to an observation or utteranceExample – Ram is an exception to the rule that youngsters are always in a hurry.
I took exception to your statement that I was always wavering.
Exceptional – (adjective) extraordinary, outstandingExample – He has made exceptional efforts in achieving unity in the housing society. Fewer, less
Fewer – (adjective) lower in number, used for individual units and numbersExample – We have fewer examples of honesty in the society than in the past
We have fewer families residing in the locality than last year
Less – (adjective) reduced amount (used for quantities)Example – The sugar distributed under ration this month is less than last month
The profit this year is less than last year.
Few and a few
Few – (adjective) insignificant numberExample – There were few members in the Church today for morning prayers.
A few – (adjective) not many in numbers but definitely more significant than “few”Example – There were a few members in the congregation who opposed the move.
Forego, forgo
Forego – (verb) to go before, precedeExample – It is a foregone conclusion who will emerge victorious in the forthcoming polls.
Forgo – (verb) to give upExample – I forwent the option of exercising “Rights” issue.
Formerly, formally
Formerly – (adverb) previouslyExample – He was formerly the Governor of Reserve Bank of India.
Formally – (adverb) officiallyExample – Tendulkar was formally selected as Captain of The Indian Cricket Team.
Freedom, liberty
Freedom – (noun) permanent and applicable to a larger entity like a nation alsoExample – Freedom of expression is one of the fundamental rights guaranteed to all citizens in India.
Liberty – (noun) freedom for a specific purpose, temporaryExample – You are at liberty to choose any topic for presentation.
Good, well
Good – (adjective) it tells about quality of a person or a thing, say competenceExample – Ram is a good human being
Well – (adjective) good in health or appearanceExample – My mother is well now.
Gracious, graceful
Gracious – (adjective) mercifulExample – The Judgement was gracious, considering the extraordinary circumstances of the accused.
Graceful – (adjective) full of grace, eleganceExample – The groundstrokes of Monica Seles are graceful.
Hard, hardly
Hard – (adjective) tough like in “hard” substance, difficult to break or solve as in the case of a problem.Example – Diamond is a hard substance
Hardly – (adverb) rarely
Example – He studies hardly, meaning thereby he studies once in a while but not regularly.
Heartily, wholeheartedly
Heartily – (adverb) with enthusiasmExample – The crowd welcomed the proposal of the politician heartily.
Wholeheartedly – (adverb) without any reservation, fullyExample – The Prime Minister wholeheartedly supported the move to make high school education compulsory for all Indians.
Honorary, honourable
Honorary – (adjective) not being paid for the work doneExample – He is the honorary treasurer of our trust.
Honourable – (adjective) full of honourExample – The judge is a honourable person.
Human, humane
Human – (adjective) relating to mankindExample – The foreign pharmaceutical companies have used human guinea pigs in Asia to test their new formulations.
Humane – (adjective) sympatheticExample – Servants at home need humane treatment.
Imply, infer
Imply – (verb) to suggest, indicateExample – Why do you imply that I have changed completely after marriage?
Infer – To deduce from evidenceExample – We infer from the data available that Bangalore is the costliest city in the South.
In and at
In – (preposition) denoting a large place in which a person or a place is located.Example – I live in Pune
At – (preposition) but denoting precise position or locationExample – I live at Fatima Nagar in PuneIt’s, its
It’s – a contraction form for “it has” or “it is”Example – It’s been a tough decision for Azharuddin to quit playing.
It’s quite a nice place for the week-ends.
Its – possessive form of the pronoun “it”
Example – Our cow is sick. Its stomach is upset.
Judicial, judicious
Judicial – (adjective) relating to judiciary, law, court or judgeExample – A judicial probe has been ordered into the incident.Judicious – (adjective) of sound judgementExample – Vajpayee made judicious move on “nuclear explosion”.
Later, latter
Later – (adverb) after a little timeExample – I will see the file later; not now.
Latter – (adjective) the last mentioned of the two itemsExample – Ram and Rahim are good individuals; the latter is a philanthropist too.
Lay, lie
Lay – (verb – present tense) to place something or to put or (verb – past tense for “lie”)Example – Lay the table properly for dinner The child lay there on the table helplessly.
Lie – (verb) to tell a lie or to rest or reclineExample – I generally lie about my age to members of opposite sex.
Are you going to lie down now or going out for shopping?
Limit, limitation (both as nouns)
Limit – boundary, line beyond which you cannot operateExample – There should be a limit to “ragging” in professional colleges
Limitation – Constraint in operation or executionExample – In our group we have a limitation in dealing with Japanese delegation, as most of us do not know that language.
Little, a little
Little – (adjective) small in sizeExample – Shyam is a little boy.
(adverb) practically nothingExample – I know little French.
A little – (adverb) not very much but somethingExample – I know a little French.
Lose, loose, loss
Lose – (verb) to misplaceExample – I have the habit to lose my purse very often
Loose – (adjective) not tight, not fastened (adverb) releaseExample – The screw is loose on this cap
You have let him loose on this project
Loss – (noun) deprivation, what one has lost seriouslyExample – The untimely death of Sirdar Vallabhai Patel was indeed a great loss to the young nation.
Middle, centre
Middle – (adjective) when a session or a match is in progress approx. to the extent of 50% (not exact)Example – The professor would not tolerate any interruption in the middle of the class.
Centre – (noun) the middle-point of anything that can be measured like a playground, length of a room etc. (unlike middle, this is exact and measurable)Example – Radius is measured from the centre of a circle.
Moral, morale
Moral – (adjective) conforming to what is right as held by a society, religion etc. (noun) a lesson from an experience, incident etc.
Example – (adjective) Bigamy is a moral issue in the Hindu Society. (noun) The moral of the incident is that we should not fall prey to the designs of
politicians in the matter of communal harmony.
Morale – (noun) condition relating to pride, discipline etc.Example – The morale of the Indian Davis Cup Team was very high after victory over Switzerland.
Naught, nought
Naught – (noun) nothingExample – All your efforts have been set at naught by the latest development.
Nought – (numerical) Zero
Necessity, need
Necessity – (noun) of daily need, a permanent needExample – Food is a necessity.
Need – (noun) more of a temporary natureExample – I need a pair of new shoes.
Neglect, negligence
Neglect – (noun) being in a state when there is no attention being paid (verb) not to pay attention
Example – (noun) The department of company affairs is in a state of neglect due to political uncertainty.
(verb) One can neglect one’s health at a high cost.
Negligence – (noun) careless, not obeying call of dutyExample – The thief could enter the society due to the negligence of security staff.
Past, passed
Past – (adjective) precedingExample – You were talking with the past president of our Club.
Passed – (verb) went by, gone by (past tense of “pass”)Example – The parade passed us just now.
Pending, impending
Pending – (adjective) incompleteExample – We should finish off all pending work by tomorrow.
Impending – (adjective) imminent, inevitableExample – At this rate of losses, the company will face shortly an impending financial doom.
Personal, personnel
Personal – (adjective) individual, privateExample – I have a personal assistant to help me with mail.
Personnel – (noun) a department or a division in an organisation dealing with human resourcesExample – The personnel department is housed in the new building.
Persuade, convince
Persuade – (verb) to influence someone to do the desired actionExample – The BCCI had to persuade Tendulkar to accept the captaincy of Indian Cricket Team.
Convince – (verb) to prove to someone with facts and figures, to make someone see reason in an argumentExample – I could not convince you about the potential of Indian Cricket Team.
Plenty, abundant
Plenty – (adjective) enoughExample – There is plenty of provision at home for all of us.
Abundant – (adjective) more than enoughExample – The supply of mangoes is abundant this year.
Practise, practice
Practise – (verb) to repeatedly do a thingExample – You have to practise a lot to master written communication.
Practice – (noun) the art of practisingExample – Pete Sampras puts in rigorous practice to stay at the top.
Practical, practicable
Practical – (adjective) Action-orientedExample – Americans are very practical in their approach to life.
Practicable – (adjective) can be put into practiceExample – The suggestion given by you is not practicable.
Precede, proceed
Precede – (verb) to go beforeExample – Mani preceded me in promotion.
Proceed – (verb) to go aheadExample – I have got green signal to proceed with my plans.
Principal, principle
Principal – (noun) the head of a school, college, first person (adjective) main, foremostExample – The principal of the school has recently taken over.
Raj is the principal reason for the phenomenal success of this travel agency.
Principle – (noun) rule, standard sometimes set for oneself alsoExample – Archimede’s principle is one of the basic laws in Physics.
Quiet, quite
Quiet – (adjective) silentExample – Richmond town is a quiet place.
Quite – (adverb) completely or to a considerable degreeExample – I quite agree with you on this count.
Rise, raise
Rise – (verb) to go up, to grow; (noun) the growthExample – The sun rises in the East.
The rise of Rome was unprecedented.
Raise – (verb) to make someone go up; to rear (noun) an increase
Example – You raise your ward properly or else you will be held responsible for his behaviour in the society.
The workers are going on strike asking for a raise in the wages.
Rare, scarce
Rare – (adjective) Not usually available or foundExample – Iridium is a rare metal
Scarce – (adjective) not available in adequate quantitiesExample – Water is a scarce commodity in Rajasthan.
Recollect, remember
Recollect – (verb) to bring to mind with an effort a piece of information or past learningExample – I could not recollect his face.
Remember – (verb) to retain in memoryExample – I do not remember having seen you.
Regretful, regrettable
Regretful – (adjective) Full of regret for a misdeedExample – His attitude was appropriately regretful.
Regrettable – (adjective) An action or attitude that should be regrettedExample – The outburst of violence on the part of minority is regrettable.
Respectful, respectable
Respectful – (adjective) An attitude which is full of respect or respect giving.Example – He is always respectful to elders.
Respectable – (adjective) Worthy of respectExample – He is a highly respectable man.
Stationary, stationery
Stationary – (adjective) still, unmovingExample – My car rammed into a stationary truck.
Stationery – (noun) an item that is used regularly for writing etc. – paperExample – Stationery items are purchased once in a month in my office.
Supplementary and complementary
Supplementary – (adjective) additive, in addition toExample – The efforts of this team are supplementary to the efforts taken in the past by the other team. (additional and in the same direction)
Complementary – (adjective) supporting each other, filling the gaps in one another trying to create a wholesome lotExample – Marketing and finance fields are complementary to each other. Life partners who have same personality traits (negative) may not be complementary to each other.
Sure, certain
Sure – (adjective) reliable, absolutely dependable like in the case of “facts”Example – Are you sure about your figures?
Certain – (adjective) reliable, positive to happen as in the case of an “event”Example – I am certain that India will win the tournament.
Terrific, terrible
Terrific – (adjective) wonderfulExample – Sachin’s six was a terrific shot
Terrible – (adjective) unforgivable, seriousExample – It was a terrible mistake to have opted for first batting on a rain-affected pitch.
Than, then
Than – (conjunction) comparative degree – when two things are compared with each otherExample – I am taller than you are at least by 2 inches.
Then – (adverb) in that case, next (noun) at that point of timeExample – You want to catch the train; then you better leave immediately.
She finished her call and then kept the receiver back in its place. I will be at home by then.
That, which
That – (conjunction) used to introduce a clause that expresses a supposed or actual fact, a purpose, a result, or a cause. It is used as a “pointer”. The information added is usually essential to the meaning of the sentence.Example – I hear that Switzerland is a fine place for tourism. Your statement proves the fact that Harry is not reliable.
Malakpet is the place that does not have a policestation still.
Which – (pronoun) used to refer to a specific noun or a pronoun in a sentence; often the information introduced is not essential for the meaning of the sentence.Example – You are now carrying the bag, in which there was a cockroach the other day.
Will, shall
Will – (verb) simple futureExample – I will do it.
Shall – (verb) definitive future, almost a command at timesExample – We shall do it (determination). You shall do it (command) There, their
There – (adverb) that place as opposed to a place near the speakerExample – I will go there to fetch vegetables for a week.
Their – (possessive form) of theyExample – This is their house.
Who’s, whose
Who’s = contraction form for who has and who is.Whose = possessive form of “who”.
You’re, your
You’re = contraction form for you are or you were.Your = Possessive form of “you”.
For effective communication, it is preferable to use concrete words in the place of abstract ones.
Abstract words Concrete wordsA significant loss in production A 35% loss in productionThe majority of employees in the organisation About 70% of the employees in the organisationFor this capital expenditure we require substantial amount.
For this capital expenditure we require around a million rupees.
This should be delivered in the near future. This should be delivered within 48 hours.The contract comes to an end by mid-June The contract comes to an end by 18/06/99.Our modernisation programme envisages installation of labour saving machines.
Our modernisation programme envisages installation of automatic machines, which will reduce the workforce by 120.
Ours is one of the leading manufacturers of abrasives in India.
In the field of abrasives in India, we are counted among the top ten manufacturers.
Complex Words Vs. Simple Words
Complex words Simple wordsAbbreviate ShortenAggregate TotalCommence StartConceptualise Conceive, think ofConjecture GuessExpedite Speed upDemonstrate ShowViable Workable
Familiar Vs. Unfamiliar words
Most of use exhibit the tendency to use unfamiliar words instead of familiar words, only because we have seen such unfamiliar words in business communication; unconsciously we pick them up without realising that familiar words are preferable from the receiver’s point of view. The following examples will illustrate the need for use of familiar words.
Unfamiliar words Familiar wordsAt elevated temperatures, this machine does exhibit a tendency to develop excessive and unpleasant audio symptoms.
This machine tends to get noisy at high temperatures.
The most operative assembly-line configuration is an unidirectional flow.
The most efficient assembly-line is a one-way flow.
The conclusion ascertained from a perusal of pertinent data is that a lucrative market exists for the product.
The data studied show that the product is in good demand.
This antiquated mechanism is ineffectual for an accelerated assembly-line operation.
The process is not suitable for fast assembly line.
Company operations for the preceding The company lost much money last year.
accounting period terminated with a substantial deficit.
Avoiding sexist words
Word selection would be complete only if we mention about “sexist” words. By and by, men and women professionals would like to be treated on par with each other and to help achieve this effect in our communication, proper choice of words, which are not “sexist” is a “must”. We must avoid words, which have been by convention “masculine” in gender or suggest male dominance. The following examples will amplify this quality.
Sexist Non-sexistMan-made fabrics Manufactured fabrics, fabrics of human originManpower Personnel, workersCongressman Congressperson, members of congress,
representativeBusinessman Businessperson, business executiveMailman Mail person, mail carrier, letter carrier Policeman Police officerFireman Fire-fighterFisherman FisherChairman ChairpersonSalesman Sales person, sales executiveAuthoress AuthorPoetess PoetLady lawyer LawyerCameraman Camera operatorIf a customer pays in time, he is considered “A” rated customer.
A customer who pays in time is considered “A” rated customer.
When an unauthorised employee enters the security area, he is subject to dismissal.
Any unauthorised employee who enters the security area is subject to dismissal.
A supervisor is responsible for any production loss if he is negligent.
A supervisor who is negligent is responsible for production loss.
When a customer needs service, it is his right to ask for it.
When a customer needs service, it is the customer’s right to ask for it.
Note: We can achieve the non-sexist effect in our writing in another manner also – that is, by using the plural form. For example, “if customers pay in time, they are considered “A” rated customers. Alternatively, wherever possible, a neutral pronoun may be used like one etc. The usage of “he or she” is not recommended to avoid clumsiness in construction of sentences.
Action Verbs Vs. Camouflaged Verbs
In communication, it is preferable to use “action verbs” rather than “camouflaged verbs”. “Action verb” means direct and active voice while “camouflaged verb” mostly is indirect and involves passive voice. “Action verb” is direct, as the subject is not an inanimate object like “it” etc. but the person who does the action; a “camouflaged verb” on the other hand, the verb describing the action is converted into its noun form. The following examples will make the difference clear between “action verb” and “camouflaged verb”.
Action Verb Noun Form Wording of Camouflaged VerbAcquire Acquisition Make an acquisitionAppear Appearance Make an appearanceApply Application Make an applicationAppraise Appraisal Make an appraisalAssist Assistance Give assistance toDiscuss Discussion Have a discussion Reconcile Reconciliation Effect a reconciliationInvestigate Investigation Make an investigationRecord Recording Make a recordingLiquidate Liquidation Effect a liquidationResolve Resolution Bring to resolutionEnd End Bring to an endPromote Promotion Give a promotionMeet Meeting Hold a meetingSummarise Summary Provide a summary ofConsider Consideration Take into consideration
Similarly for effective communication, it is preferable to use active verbs over passive verbs.
Passive verb usage Active verb usageSales were effected to the tune of Rs. ---- We have recorded sales of Rs.-----------The desired changes were implemented by the staff.
The staff implemented all the desired changes
Adoption of certain villages has been done by the company with a view to develop them.
The company has adopted certain villages for development.
It could be seen by one and all that the attempt is futile to ring in progress.
All of us could see that the attempt is futile to ring in progress.
The necessary corrective steps have been taken. We have taken the necessary corrective steps.All the suggested changes have been accepted by the members of the committee.
The members of the committee have accepted all the suggested changes.
The machinery has been installed We have installed the machinery.It was resolved by the executive committee that they should raise more funds for the organisation.
The executive committee resolved that it would raise more funds for the organisation.
The pilferage from the factory was seen by so many workers.
A number of workers saw the pilferage from the factory.
It has been decided by the management that this year too the bonus would be 10%
The management has decided to stick to 10% bonus this year too.
The terms of exchange of workers were agreed upon by the delegates of the two groups.
The delegates of the two groups agreed upon the terms of exchange of workers.
Production has been started Production has commenced. It does not mean that active voice is wrong or does not have its place or use in communication. It surely has its place when the subject is not important or not to be disclosed or it is newspaper
reporting, which is called “reporting” style of communication. Following examples will clarify the need for passive voice.
When the subject is not importantOil is refined in Bombay High. (By whom is irrelevant here)
When the subject is not to be disclosedComplaints are being received about your irregularity. (From whom is not to be disclosed)
Newspaper reportingIt has been noticed that of late the spate of murders in Mumbai has increased two-fold.
2. Caring for expressions
Oft repeated expressions/hackneyed expressions Vs. Simpler relatives
Following are some of the examples of “hackneyed” expressions that we commonly use in our written communication without any second thought (means we are so much used to these expressions) along with their simpler relatives.
Oft repeated/hackneyed expression Simpler relatives
Please be informed that your application is receiving our attention.
We are processing your application.
The inconvenience caused to you is regretted very much and we hasten to assure you that such inconvenience will not recur in future.
We regret the inconvenience caused to you in this behalf. May we assure you that it will not recur again
We wish to inform you that we have not received your claim for settlement and hence the same is not yet processed or settled.
We have not received your claim for settlement. As soon as it is received we shall expedite its settlement.
Kindly inform us as soon as the needful is done in the matter.
Will you please confirm action in this behalf? (OR)We look forward to receiving your confirmation.
You may call on the undersigned on any working day.
You are welcome to meet me on any working day.
We enclose herewith a copy of the report for your kind perusal and necessary action.
We enclose a copy of the report. Please report to us action taken on the report.
You are requested to expedite the matter and furnish a detailed report on the same.
Please let us have your report soon (OR) as early as possible, say within the next week/ten days.
Enclosed herewith please find the directors’ report.
We enclose the directors’ report.
We are desirous of acquiring the automatic lathe manufactured by you.
We wish to buy the automatic lathe manufactured by you.
Pursuant to our letter dated 14/05/99 in reply to your query regarding presence of toxic elements present in your sample (batch no. 1235), we wish to inform you that the following toxic elements are present, as per our QC department report.
We refer to our letter of 14/05/99. Our QC department has tested your sample. A copy of the report is enclosed. The toxic elements present in the sample are as under:
We are in receipt of your letter dated 22/08/99 We thank you for prompt reply – reference letter
and thank you for the same. dated 22/08/99.We await an early compliance with the rules and regulations by your office.
Please confirm immediately compliance with the rules and regulations by your office.
You may be rest assured that any information that you will pass on to us will be kept in the strictest confidence by us.
We assure you that any information that you may pass on to us will be kept confidential.
We beg to advise you that our off-season sales will commence on the 5th of October.
Our off-season sales will open on the 5th of October.
While acknowledging the receipt of your letter dated 22/08/99, this is to intimate that the matter of higher commission is being looked into and a detailed letter from our end may please be awaited.
Thank you for your letter dated 22/08/99. We are deliberating the matter of higher commission to our agents. You will hear from us soon.
You have not yet sent us samples of your new product, “Trion”.
Could we have some samples of your new product, “Trion”? In case you have already sent them, please ignore this letter.
We hope that our prices are very competitive and shall be grateful to receive your valued order for butterfly valves.
We are confident that our prices are competitive. Please appreciate that there is a lot of value addition in our product. We look forward to receiving your order for butterfly valves.
Thanks and assuring you of our best services at all times.
We assure you of the highest standards of service.
This is with reference to the telecon the undersigned had with your goodself on the above subject on the 12th of this month.
Thank you for speaking to our ---- on telephone on the 12th of this month. We will be glad to extend our service to your organisation. We do look forward to your order.
Whilst on the subject, we would like to remind you that you had promised to revert to us within a month’s time. However you have not reverted to us on the matter till date.
We were expecting your reply on the subject within a month. We have not still received your reply. Would you please expedite?
Your earliest reply will be highly appreciated at our end.
We would thank you for prompt response on the matter.
We are enclosing herewith our cheque bearing no. 88760 of 23/08/99 for Rs.1,00,000/- (Rupees one lac only) drawn on South Indian Bank Limited, Vijayawada in payment of your invoice no.---- dated ------, which please find in order.
We send herewith one cheque for Rs. 1,00,000/- (bearing no. 88760 of 23/08/99 and drawn on South Indian Bank, Vijayawada). This is towards payment of your invoice no. ------ of ---.
I am to invite your kind attention to our letter bearing no. -------- of -------- and remind you that our bill for Rs.8,000/- is still outstanding.
I refer to our letter bearing no. -------- of ------. Payment for our bill of Rs.8000/- is still pending. Would you please expedite?
We wish to draw your kind attention to the communication resting on the matter of delayed payment charges to the extent of Rs.1200/- and request you to settle the same at the earliest and oblige.
May we remind you of the long pending delayed payment charges of Rs.1200/-? We request you to settle this issue at once and close the matter. We shall send the stamped receipt once we receive the payment.
If you are not clear on any point, please let us know.
In case you need clarification on any point, we will be happy to provide it. (OR)In case you have any queries, we will be happy to answer them.
Further to our telecon today morning, I hereby confirm the following terms and conditions for supply of “Ethanol”.
I thank you for your enquiry about “Ethanol” over telephone today morning. I confirm the terms and conditions for supply of this product, as agreed upon over the phone.
We regret to hear the sudden demise of Mr. Peter Gonsalves and our condolences for the same may please be accepted.
We are sorry to hear about the sudden death of your beloved father. It must have been a shattering blow. Please accept our condolences in this hour of bereavement.
We are happy to note that we are now in a position to effect a price reduction to the tune of 10% in our middle range products.
We have effected a cut in prices of our middle range products. You will find them more competitive than ever in the past.
Vide our covering letter dated 12/05/99, we had forwarded to you our monthly returns along with our cheque bearing no. ----- dt. 10/05/99 for Rs. 5000/-.
We had forwarded to you our monthly returns along with our cheque for Rs.5000/- on 12/05/99.
We were caught flatfooted We were surprisedHe shoots from the hip He acts before he thinksThey could not make head or tail of the report They could not understand the reportThe sales campaign was a flop The sales campaign was a failureTake an educated guess on this Answer this to the best of your knowledgeWe will wind up manufacturing operations in October
We will end manufacturing operations in October
Your progress report puts us in orbit We are very much pleased with your progress report
Cutting out “Rubber Stamps” i.e., “cliches”
One should try and avoid using the following expressions, which are often used without a second thought to it. That is why they are called “rubber stamps”.A blessing in disguiseAs good as goldBack against the wallCall the shotsLast but not the leastLearning the ropesLeave no stone unturnedTo add insult to injury
Given below is a poem on “old language of business”, which has lost its relevance in today’s business communication.
“We beg to advise and wish to stateThat yours has arrived of recent date.We have it before us, its contents noted.Herewith enclosed, the prices we quoted.Regarding the matter, and due to the factThat up until now your order we’ve lacked, We hope you will not delay it unduly And beg to remain yours very truly.” (Anonymous)
Proper use of “idioms”
“Idiom” is an expression, i.e., a combination of words, which is apt to describe a feeling, situation etc. While proper usage of idiom enhances the effect of communication, improper usage of idiom has just the opposite effect. Hence it is absolutely essential that we are particular in using proper idiom. The following examples will illustrate this point.
Faulty idiom Correct idiomAuthority about Authority onComply to Comply withEqually as bad Equally badIn search for In search ofPossessed with ability Possessed of the abilitySeldom or ever Seldom if everSuperior than Superior toIn accordance to In accordance with
3. Construction of clear sentences and paragraphs.
Emphasis on short sentences
Precision is the quintessence of effective communication. Here is an example of how short and sweet construction can be in effective communication.
British Parliament – Conversation between two members of Parliament and sworn opponents, Benjamin Disraeli and William Gladstone
At the height of a particularly bitter argument in the British Parliament, Gladstone asked Disraeli to define two words that he had used in his attack on Gladstone’s position: “misfortune” and “calamity”. Taking full advantage of the situation, Disraeli responded, “If you were to fall into the River Thames, Mr. Gladstone, that would be a misfortune. If someone were to pull you out, that would be a calamity.” This is height of precision.
We know that short sentences are more effective than long ones. How short should the sentences be? Is there any standard? The answer is “no”. However, it is generally accepted that sentences, for optimum effectiveness, should not exceed 16 to 18 words. This again depends upon our readers. In case the readers are more intellectually aware, longer sentences may be tried, while less than average readers will prefer still shorter sentences.
Two word verbs and suggested shorter substitutes
Alongside “needless repetition”, let us also have a look at how we can substitute commonly used “two word” expressions with “one word” expression.
Two-Word Verbs Suggested SubstitutesGive up SurrenderSpeed up, hurry up Accelerate
Go on, keep on ContinuePut off DeferTake off Depart, removeCome down DescendBlow up ExplodeFigure out SolveTake out, take away RemoveGo back, get back Return
Long words in communication and their short/simple cousins.
Long Words Short and Simple WordsThey acceded to our proposition on expansion. They accepted our proposal regarding
expansion.During the preceding year the firm operated at a financial deficit.
Last year the firm incurred loss.
The decision on capital expenditure was based on the assumption that an abundance of monetary resources was expected.
The decision on capital expenditure was based on the indication that there would be ample funds.
Definitive action was effected subsequent to your visit.
Final action was taken after your visit.
Other reasons for long sentences and means of avoiding them
Sentences become long because of :1. Cluttering phrases2. Surplus words3. Roundabout construction4. Needless repetition or redundancy etc.
We will see examples for each of the above.
Cluttering phrases
Cluttering phrase Effective substituteAlong the lines of LikeAt the present time Now or at presentFor the purpose of ForFor the reason that Because, sinceIn accordance with ByIn the meantime MeanwhileIn the near future SoonIn the neighbourhood of About, aroundIn view of the fact that Since, becauseOn the basis of ByWith regard to, with reference to About
With a view to ToOn the occasion of OnIn very few cases Seldom
Surplus words
Containing surplus words After eliminating surplus wordsHe ordered chairs that are of executive class. He ordered executive chairs.I am prepared to report to the effect that our profits are dwindling.
I am prepared to report that our profits are dwindling.
His track record has been outstanding enough to enable him to get this promotion.
His track record has been outstanding enough to get this promotion.
There are six norms to be observed while applying for a bank loan.
Six norms should be observed while applying for a bank loan.
It will be noted that the records for the past years show a steady increase in allocation for bonus.
The records for past years show a steady increase in allocation for bonus.
In the period when I was on leave the factory was on strike.
During my leave the factory was on strike.
The building that was damaged by fire is being repaired.
The building damaged by fire is being repaired.
During World War II, President Roosevelt had received the following draft of an order for approvaL
“Such preparations shall be made as will completely obscure all Federal buildings and non-Federal buildings occupied by the Federal Government during an air raid for any period of time from visibility by reason of internal or external illumination. Such obscuration may be obtained either by blackout construction or by termination of the illumination. This will, of course, require that in building areas in which production must continue during the blackout, construction must be provided that internal illumination may continue. Other areas, whether or not occupied by personnel, may be obscured by terminating the illumination.”
President Roosevelt had sent the following approved draft:“Tell them that in buildings where they have to keep work going, to put something across the window. In buildings where they can afford to let the work stop for a while, turn out the lights.” (Source not known)
Roundabout construction
Roundabout construction Direct and to the pointThe budgetary estimate can be observed to be increasing disproportionately every year.
The budgetary estimate increases disproportionately every year.
The management is at present involved in the task of reviewing the grades of non-unionised staff.
The management is reviewing the grades of non-unionised staff.
The chairman is of the opinion that the negotiations are progressing satisfactorily.
The chairman believes that the negotiations are progressing satisfactorily.
It is essential that traffic regulations are adhered to strictly.
Traffic regulations must be adhered to strictly.
It is the managing committee’s opinion that the proposal is not practical.
The managing committee feels that the proposal is not practical.
The supervisory staff should be held responsible for taking appropriate action to determine whether time cards are being inspected or not.
The supervisory staff is to be responsible for determining whether time cards are being inspected.
The recent price increase in products will afford the organisation an opportunity to absorb the higher interest cost and selling expenses.
The recent price increase in products will enable the organisation to absorb the higher interest cost and selling expenses.
Snobbery means assuming superiority to everyone you are in contact with.
Snobbery means assuming superiority to everyone you meet.
During the time I was employed with M/S Dorr and Sons, I did not take a single day’s leave.
When I was employed with M/S Dorr and Sons, I did not take leave even for a day.
In the event we do not receive payment for the outstanding bills by the next fortnight, we will not effect any delivery of the pending orders.
If we do not receive payment for the outstanding bills by the next fortnight, we will not despatch any further material.
Notwithstanding the fact that they received external help, they did not succeed in achieving the target for the year.
They could not succeed in achieving the target for the year despite external help.
The bill was for an amount of Rs.1,00,000/- The bill was for Rs.1,00,000/-
To avoid needless repetition
Needless repetition should not be confused with words repeated for “emphasis”. The following examples will drive home this point.
Needless repetition Revised versionModern, up to date facilities will be available at our resort.
Modern facilities will be available at our resort.
He reported for duty on the 23rd inst. in the morning at 7.00 A.M.
He reported for duty on the 23rd of this month at 7.00 A.M.
The important essentials must not be overlooked.
The essentials should not be overlooked.
The consensus of opinion is that the recent hike in sales tax is unfair.
The consensus is that the recent hike in sales tax is unfair.
At the present moment we are running two hospitals.
Now we are running two hospitals.
We should plan for the future. We should plan.Absolutely essential. EssentialClose proximity NearRevert back to Revert toReturn back ReturnCurrent status StatusSmall in size SmallLarge in size LargePersonal opinion OpinionNecessary requisite Requisite
New breakthrough BreakthroughDifferent varieties VarietiesMany varieties VarietiesExactly identical IdenticalEnclose herewith EncloseComprise of Comprise Ponder over Ponder
Unity of sentences
The ideas contained in various sentences in written communication should be arranged in a logical sequence so that the reader or the second party to the communication receives the message in a wholesome manner. If ideas remain unrelated to each other, congruity is lost. We can bring about this unity in sentences by any one of the three basic ways as under:
1. You can put the ideas in separate sentences and arrange them in a logical sequence.2. You can make one idea subordinate to another in one sentence.3. You can add words that show how the ideas are related or linked to each other.
The following examples will illustrate this emphatically.
1. Mr. Srihari is our new Regional Chief and he is from Calcutta.Revised, these two ideas will be in two sentences as under:
Mr. Srihari is our new Regional Chief. He is from Calcutta.
2. Another way of expressing the same will be to make one the subordinate to the other as under:Mr. Srihari, who is our new Regional Chief is from Calcutta.
3. A third way of bringing about unity of sentences is to add words to link up two or more ideas. This is evident in the second example which goes as under:Last year we had increased sales revenue and our profits dwindled.These two should be presented as being related. We can achieve this in the following manner. Alternative I - In spite of increase in sales revenue last year, our profits dwindled
(emphasis on reduction in profit) Alternative II – Last year, although the profits dwindled, our sales revenue increased
(emphasis on increase in sales revenue)4. Further examples of unrelated sentences and how they could be related:
Unrelated Related or improvedOur territory is the vast southern half of the country and our salespeople cannot cover it thoroughly.
Our territory, the southern half of the country is vast and hence our salespeople cannot cover it thoroughly.
Operation of the new CNC machine is simple, but no machine will work unless it is maintained.
Operation of the new CNC machine is simple; but like any machine, it will not work well unless it is maintained.
Our focus is on bacterial vaccines and 80% of our business is from them.
As a result of our focus on bacterial vaccines, 80% of our business comes from them
Girls required for attending telephone of pleasant voice and smart appearance.
Girls with pleasant voice and smart appearance required as telephone operators.
Wanted special reclining chairs for old people with sliding back and adjustable legs.
Wanted for old people, special reclining chairs with sliding back and adjustable legs.
Illogical construction
Illogical construction can rob sentences of unity. An example – The first part of the sentence is in active voice while the second part of the sentence is in passive voice. We conducted the negotiation and the decision was implemented. Unity can be achieved by converting both the parts into active voice. Changed sentence is – We conducted the negotiation and implemented the decision.
Further examples of illogical construction and corrected version
Illogical construction Improved versionKnowing that he failed to see reason for the slump in sales, we permitted him another chance to promote sales.
As he failed to see reason for the slump in sales, we permitted him another chance to promote sales.
I have never known a person who is so much interested in helping his colleagues who have got into personal problems, which cause them worry.
I have never known a person who is so much interested in helping colleagues, who are worried with their personal problems.
My graduation was completed in 1991 and then I joined Sarabhai Chemicals as medical representative.
I completed my graduation in 1991 and then joined Sarabhai Chemicals as medical representative.
4. Need for simple, correct and effective language
Need for use of correct English
English is an alien language. Hence we should be wary of inadvertent errors occurring in our communication. In case we can avoid these common errors in communication, it would add tremendous value to our communication in the eyes of the receiver. Some examples of the common errors that occur in our communication are given below:
Incorrect use Correct useWorks – Plural of “work” Pieces of work as “works” means production
plant.Advices – Plural of “advice” Pieces of advice Strategies as plural for Strategy Strategy is plural and singular form is stratagemDatas as plural for data Data is plural and singular form is datumWalkable distance Walking distanceCould be able to Could or would be able toDispose off the case Dispose of the case
Due to the rains the programme could not be held
Owing to the rains the programme could not be held (or) the programme could not be held due to the rains (“due to” should not commence a sentence)
I am in Pune since the past 4 months I have been here since May 1999. (whenever “since” is used verb should be in the form of “have been” or “has been” and the name of the month should be mentioned)
Supposing if I become the President of our club -----
Supposing (or) if I become the President of our club ------ (both should not be used)
This is indeed a very unique occasion This is indeed a unique occasion (very should be “avoided”)
Need for lively language as opposed to stiff language
The language in a communication should be a speaking language, as though the writer of the communication is present before us and communicating orally. Lively language makes the communication vibrant, speaking and personal while stiff language makes it impersonal and dull. The following examples will illustrate this point.
Dull and Stiff Friendly and ConversationalWe beg to inform you that the matter under correspondence is still under deliberation at our end and shall communicate to you as soon as a decision is taken.
We are sorry that your request for higher commission is long pending. We hope to take a final decision in a day or two and shall communicate the same to you.
This is to acknowledge receipt of your letter along with order for 100 pairs of “Bell” jeans. Please be advised that the consignment will be shipped in accordance with your instructions by TCI Desk To Desk Courier on 20th September.
We thank you for order for 100 pairs of “Bell” jeans. We will despatch the consignment on 20th September through Desk To Desk Courier.
Herewith enclosed please find ------- We enclose -------I hope this meets with your approval. I hope you approve.Kindly advise at an early date ------- Please let me know soon -------I deem it advisable ------- I suggest -------
Need for positive language in the place of negative language
Although 2 negatives convey a positive meaning, it is preferable to be direct by using positive language. For example – “Swimming is not prohibited” (2 negatives) – instead, one positive, “swimming is permitted”. The following examples will illustrate this point further. Negative PositiveYour order did not enclose the required specifications.
In order to enable us to process your order, may we have your specifications immediately?
Smoking is not permitted anywhere else excepting in the lobby
Smoking is permitted only in the lobby.
We cannot deliver till next Monday We can deliver next MondayYour complaint about quality in our last supply In order to respond to your complaint, may we
is not supported by any evidence have specific problem with as many details as you can provide?
We regret to inform you that your request for credit cannot be considered at present
We request you to purchase on cash terms at present. Your request for credit will be reviewed within the next months.
You ought to have read our instructions properly for using our minidryer. Your complaint is not sustainable as you do not seem to have followed our instructions strictly.
We have examined your complaint about our minidryer. Our experience is that whenever water enters the minidryer, there is a strong possibility of short-circuiting. May we suggest that you follow instructions meticulously to avoid such inconvenience to you in future?
Our cookies do not stick to your teeth and gums unlike most of the cookies in the market.
Our cookies are so soft and nice that they melt in your mouth; they do not spoil your teeth and gums.
We-Viewpoint Vs. You-Viewpoint
Consider the following sentences-I am happy to inform you that we have reduced prices of our major products.You will be happy to know that we have reduced prices of our major products.While the former one is from We-viewpoint, the latter is from you-viewpoint. In communication empathy is symbolised by “you-viewpoint”. The following examples amply tell the difference between we-viewpoint and you-viewpoint.
We-Viewpoint You-ViewpointWe are in receipt of your order for 200 sets of dinner table items. We offer at a special price of Rs.800/- per set.
We thank you for your order for 200 sets of dinner table items. The retail price per set is Rs.1100/-. You can reap a profit of Rs.300/- per set, as the special price is only Rs.800/- per set.
We have received your report of 20th August 1999.
We thank you for your report of 20/08/99.
We have put up with delay in receiving payment from you for quite some time now. We cannot wait any longer. Hence we demand that payment be made immediately of outstanding bills.
You have been enjoying credit on purchases from us for the past 3 years. Of late your bills show substantial outstanding beyond the credit period. We suggest that you clear the outstanding bills immediately and continue to enjoy credit on purchases.
We have shipped 100 pairs of soft lenses as per your order on the 20th of August.
You will be receiving 100 pairs of soft lenses within 48 hours. In case of delay please do contact us immediately.
I have ten years’ experience in Accounts and hence offer myself as a candidate for the post of Accountant in your organisation.
Your advertisement for the post of Accountant specifies requirement of minimum experience in selected areas. I possess the requisite practical experience of 10 years in these areas. Hence I am confident that I will meet your requirements.
We request you to cross any cheques that you may give to your customer in settlement of dues and mark “Account Payee” also, if required.
In order protect your interest, it is safer to cross any cheques given to your customers. Crossing indicates that the cheques cannot be encashed
over the counter, but collected only through bank accounts. At times you may desire that the payment should go only to the beneficiary and none else. You may mark such cheques “Account Payee” also.
We are happy to announce a 5% reduction on all our brands of T-Shirts.
You will be happy to know that with immediate effect all our brands of T-Shirts will come to you cheaper by 5%.
We make Wilkinson razors in three weights – light medium and heavy.
Beards can be soft or tough. To help you choose the kind of razor that is just right for your beard, Wilkinson razors come in three weights – light, medium and heavy.
Reports
Reports require exclusive handling and hence are dealt with separately.
There are different kinds of reports – Sales Report, Report of a technical nature, i.e., Technical Features of a Product, Statistics Report on any matter, like number of workers absent per shift etc., Progress Report on Projects (under execution on behalf of clients), Implementation Report of an Industrial Project, Investigation Report on a department, fraud etc., Systems Report, Management Information System Report, Feasibility Report of a Strategic Business Unit (SBU)/Internal Business Unit (IBU), Division, Department, Manufacturing Unit, Branch, Sales and Marketing Centres Detailed Project Report etc.
Considering mode of presentation of reports, there are different kinds of reports – The Short Reports, Reports in the form of Memorandum and Long and Formal Reports.
Fundamentals of Report Writing
Basics- Determining the purpose of the report
- Determining the factors
- Gathering the information needed
- Interpreting the findings
- Organising the Report Information – Division by Conventional system or Decimal system, level-wise, part-wise
- Writing the Report
- Collaborative Report Writing
Report Structure – The Shorter & Longer Forms
- Length and formality determine the following general progression of report structure
- The very long ones have many pages devoted to the preliminary section, like the Title Page, Table of Contents, Executive Summary, etc. It has “Title Fly” for each title.
- As reports become shorter and less formal, the compositions of the preliminary section progressively reduces in the following order
First the title fly drops out
Then the executive summary goes out
And lastly the table of contents is also omitted
- Points of difference between short reports and long and formal ones
Short reports have less need for introductory material;
They are more likely to begin directly, i.e., conclusion and recommendation first
They are more likely to use personal style
Use of graphics is nil or very limited in short reports
A plan for structural coherence may not be required in the case of short reports
- Contents of short report (less formal)
Title page and report text
Summary or conclusion at the beginning
Findings and Analyses
- Features of reports in the form of letters
They are written in the indirect order
They are organised much like the longer reports
- Features of memorandum reports
They are written for an by people within an organisation
Memorandum report is the most common report form
- Five most common special reports
The staff report
A progress report on any activity
The audit reports of accounts as per norms and in the prescribed format
The technical report
Proposals for bank borrowing, merger etc.
- Contents and structure of a long and formal report
Title fly page displaying only the titles of various sections of the report
Title page – a page displaying the title, identification of writer and recipient and date.
Letter of authorization – included only when a letter (or memorandum) authorizes the report
Letter of transmittal – a letter (or memorandum) transmitting the report (a foreword or Preface in very long and highly formal papers)
Table of contents
Executive summary – the report in brief
The report proper with all sections, sub-sections, headings, sub-headings etc.
Closure of the report - A summary or a conclusion or a recommendation as the case may be.
An appendix and/or bibliography wherever required
Long reports need a structural coherence plan. They are called ‘helpers’.
These helpers consist of a network of explanations, introductions, summaries and conclusions that guide the reader through the report;
It is preferable to begin the coherence plan with the introduction preview, which tells the structure of the report;
Then use the introductions and summaries in following parts to tell the readers where they are in this structure;
At the end bring together preceding information, analyses and conclusions to reach the report goal and
It is desirable to make these coherence helpers inconspicuous – that is, make them appear to be a natural part of the message.
Myths and routine practices in business letter writing
Let us study the following letter
Killixon Engineering Limited122, Anna Salai, Chennai – 600 002
Ref. No. KXN/PUR/99-00/102
Qutab Steels Limited,
105, Green Valley,
New Delhi – 110 006
Attention: Mr. G. Paul – General Manager (Marketing)
When your representative took the order in the month of April 1999, we were given assurance that the supplies would be effected within 3 weeks. Although we had other suppliers, the order was given to you, considering our past relationship. Further, we had planned our delivery schedule, based on this assurance.
However, we have not received the supplies till date. We do not know what you are doing about the delivery. You cannot even imagine what we are going through with our customers due to the slippage in deliveries. We have been forced to face this situation only due to your negligence. We further note with regret that your last letter dated 15/06/99 does mention about delivery immediately but so far nothing has happened.
To: Dt.: 22/06/99
Messrs
Attention: Mr. G. Paul, General Manager (Marketing)
Dear Sirs,
Sub: Supply of 100 Tonnes of 10 mm strips and 25 tonnes of Steel strips for packaging – Non-receipt of material at our end
Our Ref: Purchase order No. KIXON/99-00/18 dated 20/04/99
Your Ref: QSL/SR/23 dt. 30/04/99 & QSL/SR/33 dt. 20/06/99
Under the circumstances, we do not have any alternative other than to cancel the order immediately. Please do not effect any supplies under our purchase order 18 dated 10/04/99 and arrange to return the advance money of Rs.53,000/- immediately.
For Killixon Engineering Limited,
Let us examine all the points that have been encircled in the letter:
1. To – There is no need to prefix “To” before writing the address of the receiver. As the letter is being sent on our letter-head our address is given at the top. This means that the other address given in the letter is that of the receiver and hence there is no need for writing “To”.
2. Date – It has been conventional practice to prefix the actual date of the letter with the words “date”. It has lost its relevance now in business correspondence. It is obvious that the date of the letter is put at the right hand top corner of any letter and hence no need to prefix the actual date with the words “date”.
3. “Messrs” – These words are appropriate in the case of partnership firms in general and those that bear the names of the partners in particular. It is incorrect to address a limited company to address in this fashion, as a limited company is a separate legal entity and it is proper to address it as “The”; if not, merely stating the name of the company will suffice.
4. “Attention”, “for kind attention of” – these have ceased to be the style of modern business communication. To address the letter in the personal name of the receiver, stating his position, if necessary, is increasingly accepted. This practice makes the letters that much more personal and warmer. However, if the situation warrants addressing the organisation, i.e., when the receiver company insists upon this procedure, it should be done. Thus, wherever possible, it is worthwhile to find out the names of the receivers so that we can have not only proper address but also proper salutation as is discussed in the subsequent point.
Thanking you,
Yours sincerely,
Manager (Purchases)
C.C.: Mr. Dewan,
Care should be taken to address routine letters, for example, letter enclosing cheque etc. to the concerned departments, rather than to the officials.
5. Salutation – “Dear Sirs” – this will also change along with the change in the name of the receiver. Whenever the letter is addressed to the individuals, it is appropriate to use either “Dear Mr. ---------” (in the case of males) or “Dear Ms. -------” (in the case of females). In order to avoid confusion and mistake regarding the marital status of females, nowadays it is the practice to use Ms. uniformly, which is common for Missus as well as Miss. We can use “Dear Sir” or “Madam” in case the receivers are well above in status and/or age; use of “Dear madam” is avoidable. Further, a word of caution about names – the names should be spelt properly and “names being misspelt” is an avoidable situation. The efforts taken for finding out the exact spelling of the names of the individuals are worth the trouble, for a number of individuals are sensitive about their names being “misspelt”. In case the communication is addressed to a professional, like doctor, professor etc. it would be appropriate to address as Dear Doctor, Dear Professor etc. in the place of routine forms of salutations like, “Dear Sir” Or “Madam”.
6. The specimen letter contains a lot of information between the salutation and the contents. This is avoidable as the reader’s interest will get progressively reduced with the length of the intervening lines. A subject line to draw the attention of the receiver to the topic of communication is warranted, but it should be short – like in this case, “STEEL STRIPS – DELAY IN SUPPLY” would suffice. A subject line should never be flabby.
7. Reference to letters from both sides – The reference to letters need not be prominent and occupying so much space. In case it is necessary to draw the attention of the reader to reference number of relevant communication in the past, it may be given in the opening lines of the letter. We may just refer to their letter of ----- (date) and leave it at that; in case it is felt necessary to give all details of reference letter, the number can be given in brackets after giving the date of the letter. However, in case of correspondence with Government departments, it may be necessary to give full details of pending correspondence, without which perhaps, the linkage may not be available or letter may not be attended to. The current practice is not to use any label for the subject line, like “Sub” or “Ref”, as these are perceived to be insulting to the intelligence of the reader.
8. “We do not know ------------------ negligence” – However provoking the delay is, these words are to be avoided in a written communication. These may be told orally, if found needed for effect. For all we know, we may be forced to go back to them for supplies at a later date due to the then prevailing market conditions and by using such intemperate language, we are closing the doors for future relationship, if required.
9. “Thanking you” – at least in this letter, looking at its tone, these words are totally misplaced. Even otherwise, the phrase, “thanking you” is a routine closure for any letter without application of mind on its relevance and does not convey any gratitude on the part of the ‘writer’ from the writer. In case we want to convey our gratitude, the same should find a suitable place in the body of the letter, perhaps in the opening lines and not at the close. In case we want to reiterate our thanks, the same could be expressed again in a complete sentence towards the close of the letter, although it is not necessary. We may start the letter as follows – “We thank you for your prompt action in refunding the amount, “we thank you for co-operation and sincere attitude” etc.”
10. As the letter is typed out on the letter-head of the company, it is understood that the signatory is signing on behalf of Killixon Engineering Limited. Hence there is no need to
type out “For Killixon Engineering Limited” before signing; instead the designation of the person signing the letter is very important.
11. “Yours sincerely” – This is called a “complimentary close”. A recent development in the USA through “Administrative Management Society (AMS)” is to dispense with both salutation and complimentary close in business letters. The practice is yet to find wide acceptance. The combination of salutation and complimentary close is given below:
Salutation Matching complimentary close
Sir )Madam )Dear Sir ) Yours faithfully/yours trulyDear Sirs )Dear Madam )
Dear Mr. Singh )Dear Ms. Rao )Dear Dr. Bhave ) Yours sincerelyDear Professor Pillai )
Dear Ashok )Dear Priya ) (Yours) Cordially/(yours) Sincerely Dear PR ) (“Yours” may be omitted)
Note: The complimentary close expressions such as “yours obediently”, “yours friendly” etc. have become obsolete in modern business and as such are to be avoided. A formal –q letter should not end with the expression “with warm regards” or “regards” or a related variant. A personal and informal letter may end with the expression “with warm regards” or “regards” or related variant.
12. After signature, the name of the writer should be given within brackets so that the writer is identified and in response from the receiver, if needed, the name can be used. Further, some of the signatures are not decipherable and hence it is only appropriate that the name of the writer is given within the brackets, just beneath the signature of the sender.
13. C.C. Mr. Dewan – Who is Mr. Dewan? How will the reader understand the relevance of enclosing a copy of the letter to Mr. Dewan? The designation of Mr. Dewan should be given so that the reader is able to link the act of enclosing and most likely endorse a copy of his response also to the same person. Further it is preferable to mention “copy” instead of c.c. Lastly, there is a concept of blind copy. This is used wherever the sender does not want other readers to know that he has endorsed a copy of the letter to the person whose name is given against blind copy. Suppose you want to send a copy of the letter under reference to Mr. Dewan but does not want Mr. Paul, the receiver to know about this, you will send a blind copy to Mr. Dewan and mention on the copy “blind copy: Mr. Dewan”.
Note: This letter does not contain any enclosures. In case any document is enclosed and reference is made to the enclosure in the letter, it is preferable to list out the items enclosed separately, under “enclosure” at the foot of the letter, as its last item, for ready reference and easy verification. If the number of enclosures is more, it is advisable to number them also. The usage of “as above” or a/a against “enclosure” is to be avoided, as we are stating the obvious.
Now that we have examined the various aspects of the letter, we could see the revised/improved version of the same letter.
Revised version of the same letter
Killixon Engineering Limited122, Anna Salai, Chennai – 600 002
KXN/PUR/99-00/ 102
June 22, 1999
Mr. G. Paul
Manager - Marketing
105, Green Valley
New Delhi – 110 006
Dear Mr. Paul,
STEEL STRIPS : DELAY IN SUPPLY
When your representative took the order in the month of April 1999, we were given assurance that the supplies would be effected within 3 weeks. Although we had other suppliers, the order was given to you, considering our past relationship. Further, we had planned our delivery schedule, based on this assurance.
However, we have not received the supplies till date. You will appreciate that based on your assurance of timely supplies, we had committed to our clients, in turn. We are slipping on our deliveries for want of steel strips. Hence we request you to expedite despatch without any further delay and advise shipping details over fax/e-mail.
You have always been prompt in supplies in the past and we are confident that you will be able to make up for the lost time now also. We will appreciate your indicating immediately upon receipt of this letter, the likely date of despatch of material. As a measure of goodwill, we suggest that if possible, you can double the quantity against the same advance of Rs.53,000/- and confirm the supply to us. You may despatch the balance quantity after 3 weeks.
Yours sincerely,
O.J. Patel
Manager (Purchases)
Copy: Mr. Dewan, General Manager – Plant & Production
Note:
1. When you use an acronym or an abbreviated form of a pronoun like Mr, Mrs or Ms, you do not have to put a full stop after the abbreviated word, as the first and the last alphabets indicate respectively the first and the last alphabets in the full form. In other cases like Professor or February, the abbreviated forms are Prof. and Feb. respectively and hence it is essential that after the abbreviated forms, the full stop be put.
2. The “block format” is being increasingly used in modern business. The above letter has been written in this format. Some of the features of block format are as follows:
No indentation for a new paragraph;
No punctuation marks after the salutation and complimentary close;
All non-essential punctuation marks are dropped in the block format;
Date is next to reference on the left
The word “reference” does not prefix the reference number and
All lines are aligned to the left margin.
3. If we read the third paragraph, we find that we are appreciative of the past service given by the supplier. Herein, we tickle the ego of the receiver despite strong cause for complaint. This only shows the need for empathising and adopting “You viewpoint instead of We viewpoint”. For all we know, the delay may be for the very first time and blowing our top will prove to be counter-productive, especially in a market situation where the demand is more than supply.
4. If “You viewpoint” is important even when “We viewpoint” could have been accepted by the reader/receiver, the need for this viewpoint is all the more critical in letters in which we market or try to persuade the receiver/responder to accept the writer’s stand.
5. This letter conforms to all the buzzwords given earlier in the course material, namely “WORM” and “KISS”.
Written communication exercises
1. A chemical plant in Roha, Maharashtra writes to a supplier of “automation system”, for handling their fluids to and from the factory. In the past, they had tried one or two systems supplied by manufacturers in Bombay, but the system was not leakage-proof. The company has written a letter to the prospective supplier. This letter has been reproduced and is being circulated among the participants. It does not conform to modern business correspondence etiquette. You are required to rewrite the letter, making the necessary corrections. (Page nos. 62/63).
2. You are writing a “thanks” giving letter to a company to whom you paid a visit, consequent
to enquiry about your product. You are supplying corrugated boxes of different gauges. The letter has been reproduced and is being circulated among the participants. It requires correction/modification. You are required to rewrite the letter, making the necessary corrections. (Page nos. 66-72).
3. You are heading the finance and accounts department in your company. You have a serious problem with bills submitted to you for re-imbursement or settlement of advance money given by your department. You are desirous of writing a memo to all the departmental heads
in this behalf. The memo has been reproduced and is being circulated among the participants. The memo requires correction. You are required to rewrite the memo. (page nos. 87).
4. Your company deals in fast moving consumer goods. You are the general manager (marketing). You have three distributors in Delhi. Your regional office in Delhi recommends appointment of a 4th distributor in Delhi. You feel that there is no need for it. You write a memo in which you strongly question the wisdom of appointing the 4th distributor. The memo is perceived as “ego bashing”. You are given the memo for redoing it. (Page nos. 91-93).
5. You are running a “cable network” for TV Satellite Channels. You want to increase the monthly rent from your customers. You are taking out a circular to your customers. The circular letter is reproduced. It requires correction. You are required to correct it. (Page nos. 100-102).
6. You are the manager in a reputed hotel in charge of customer service. A customer who has stayed with you has left a suggestion card complaining about the food in one of the famous restaurants in the hotel. You are writing to the customer. The letter requires modification. It is reproduced here. You are required to correct it. (Page nos. 122/123).
7. You are the training manager in your company. Recently a training programme was concluded on “performance management” by ABC Corporate Consultants and Training House. You are writing a letter thanking them for the wonderful training. A cryptic version of the letter is enclosed. You are required to rewrite the letter bringing in all the positive aspects of the training programme. (Page nos. 136,137)
8. You are a purchase manager in the company. You are unhappy with the recent consignment of strapping wires supplied by a manufacturer. You write a letter to them. The letter is very humiliating to the receiver. On second thoughts, you want to revise it. How will you revise it?(Page nos. 141 and 143)
9. You are automobile dealer in two wheelers. You have received a complaint regarding a two wheeler sold by you. The customer is slightly bitter about it. How do you respond to the customer’s letter? Your brand is otherwise a reputed brand. (Page Nos. 154 and 155). The letter requires correction. Please carry out the corrections.
10. You have recently joined a company as executive. The company encourages suggestions from one and all. You have completed one year and have observed 4/5 areas in which the company can improve. You write a memorandum to the Senior Manager about this. The memo requires correction. (Bala has to create)
Your business letter: Ten checkpoints
1. Structure – Is it logical? 2. Orientation – Is it reader-oriented? Does it project “You viewpoint” or “We viewpoint”?3. Is it longer than one page? Is it too brief?4. Is the communication complete? 5. Is the style appropriate for the occasion?
6. Is the tone courteous and friendly?7. How is the language? Is it simple and grammatically correct?8. Does the letter look attractive? – this includes all the non-verbal aspects of communication
like paper, format, margin, space at the top and space at the bottom etc.9. Is the letter written in a worn out manner or is it lively?10. Is it effective? Suppose you were to be the receiver, would you be happy with the letter?
