Mastering Business Writing: Tips and Techniques

1. Recap • Verbal Communication • Non verbal Communication • Paraverbal communication • Barriers in Communication • Verbal & Nonverbal Communication

2. 7 C’s of Communication

3. First, What is Business Writing? Business writing is workplace writing, which is a form of technical writing. Business Writing Workplace Writing Technical Writing

4. BusinessWriting is technical communication or technical writing

5. WorkplaceWriting Example 1: A Resume to persuade a potential/future employer to offer an interview Example 2: A Findings Report to persuade employees to follow certain policies or procedures in order to improve performance or correct errors or problems Workplace writing is generally “persuasive” writing:

6. Some Types of Workplace Writings

7. General Business Tip . . . Generally, it is an expected and common business practice to keep photocopies / hard (paper) copies of any communication you send to another person regarding any business matter.

8. How to Create Effective Technical or Workplace Writings: • Focus on the purpose of your writing • Focus on your readers (Audience) • Satisfy document requirements (Documentation style; visuals; data) • Get to the point (Concise, uncluttered/confusing sentences) • Provide accurate information (Research) • Express yourself clearly (Grammar; Proofreading) • Format your pages carefully (be neat and leave white space) • Manage your time efficiently (Meet deadlines)

9. Formatting a . . . Business Memo

10. What should you know about Business Memos? They . . . • are used within an organization • usually are informal in style • normally function as a non-sensitive communication • are short and to-the-point • have a business tone / no slang or jokes • do not require a salutation (formal greeting) • do not have a complimentary closing as does a business letter (END) • have a format very different from a business letter • may address one person or a group of individuals

11. Memo Sample Headings/ routing information College of Business Administration Business Communication Memorandum To:         CBA Students From:     Dale Coattail Date:     September 10, 2007 Re:         How to Write a Memo Your instructor has asked you to write a memo, which is the most common form of written communication in business. In order to perform this task successfully, you should conform to general business standards of content, format, structure and language use. Regarding Content,the first rule of writing a good memo is "Get to the point!" The second rule is "Know what your purpose is."Before you start writing, be sure that you know what your "answer" is to the boss's or colleague's question. Don't include all your thinking in the memo. While several pages of thinking might get written as you come up with the answer, the memo includes only the answer. Citations, financials, or justifications that must be available to the reader can be added as appendices or written as a separate, formal report. The memo should include only those ideas that are required for the reader's action or decision. FormatThis memo is an example of memo format. Note especially the routing information, the use of headings, and the single spaced block paragraphs.  If your memo looks like a memo, there's a better chance a business reader will take your ideas seriously.  If you are working in a CBA lab, the easiest way to duplicate the proper memo format is to use a template.  (Select "new" from the File MENU and select the "memo" tab on the dialogue box.)    StructureThe typical memo is only 2 or 3 paragraphs and fits on one page. The first paragraph summarizes the gist of the whole memo, then the main points are covered in the same order they were previewed. Again, this memo provides an example of the typical structure. Language UseA memo is often less formal than a letter, but should still be written with a businesslike tone. You can be friendly, but not cute. Your professional image depends on perfect spelling and grammar, but you can usually get away with a few "down home" expressions. Edit for wordiness and get directly to the point. Use language to communicate your ideas effectively and efficiently. (END) cc:          Your Instructor Executive Summary or Introduction Start the Body / Body Headings Special note

12. Formatting a . . . ? Business Report

13. What is a “Business Report”? • A business report is a technical report designed to persuade readers. • A written business report communicates research findings, progress evaluations, proposal plans, or other information regarding a business practice, situation, or project.

14. Why create Business Reports? • In a global society, the ability to report findings and develop expansion plans and propose solutions to business-related problems gives company’s a strategic advantage in world markets. • Business reports, formal or informal, are technical communications that support business by persuading business leaders, employees, clients and other business stakeholders.

15. Regardless of what you write, Consider this Triangle. . . Writer (your ethics, morals, skill set and Plans to use Your characteristics to meet your purpose) Audience (the passions, interests, or characteristics of the ones you’re trying to persuade and their characteristics) Subject (the logic you will present -- your topic or message)

16. Formal Business Report Format General Sections of a longBusiness Formal Report: • Title Page • List of Tables and Illustrations • Letter of Transmittal • Synopsis / Executive Summary / Abstract • Table of Contents • Introduction (required) (Header may start on this page) • Methods of Research • Findings / Analysis (Discussion) • Conclusions • Recommendations • Appendix (Graphs and Tables)

17. 7 Cs 0F Communication • COMPLETENESS • CONCISENESS • CONSIDERATION • CLARITY • CONCRETENESS • COURTESY • CORRECTNESS

18. COMPLETENESS Business message is complete when it contains all facts the reader or listener needs for the reaction you desire. As you strive for completeness, keep the following guidelines in mind; • Provide all necessary information • Answer all questions asked • Give something extra when desirable

19. COMPLETENESS • Answer all questions that are asked • Give something extra when desirable • Check for five Ws & one H • Who • What • When • Where • Why and • How

20. Provide All Necessary Information Answering the five W’s helps make messages clear: Who, What, When, Where, and Why. Answer All Questions Asked Look for questions: some may even appear buried within a paragraph. Locate them and then answer precisely. Give Something Extra, When Desirable Use your good judgment in offering additional material if the sender’s message was incomplete.

21. Exercise-1 • You are the president of an industry association and have received the following inquiry from an out of town member: “I think I would like to attend my first meeting of the association, even though I am not acquainted with your city. Will you please tell me where the next meeting is being held?” • How would you reply to this letter keeping in mind Completeness of the message?

22. CONCISENESS • Eliminate wordy expressions • Include only relevant statements • be focused • Shorten & avoid long explanations • avoid gushing politeness • Avoid unnecessary repetitions • use short forms the second time • use pronouns

23. Eliminate Wordy Expressions Use single words in place of phrases. Even Winston Churchill made extensive use of simple, one syllable words. Example Wordy: At this time Concise: Now Wordy: Due to the fact that Concise: Because

24. CONCISE • Due to the fact that • Employed the use of • Basic fundamentals • Completely eliminate • Alternative choices • Actual experience • Connected together • Final result • Prove conclusively • In as few words as possible

25. CONCISE • Due to the fact that • Employed the use of • Basic fundamentals Completely eliminate • Alternative choices • Actual experience • Connected together • Final result • Prove conclusively • In as few words as possible • Because • Used • Fundamentals • Eliminate • Alternatives • Experience • Connected • Result • Prove • Concisely

26. Include Only Relevant Material Wordy: We hereby wish to let you know that our company is pleased with the confidence you have respond in us.

27. Concise: We appreciate your confidence.

28. Exercise • Find single word substitutes for the phrases: • With regard to about • Despite the fact that although • At the present writing now • Is of opinion that thinks • In the first place first • At a rapid rate fast

29. Exercise • Rewrite the following by omitting articles, trite (worn out) expressions, wordy sentences and repetitions:

30. Exercise –contd. • At this time I am writing to you to enclose the post paid appointment for the purpose of arranging a convenient time when we might get-together for a personal interview.

31. Exercise –contd. • Will you ship us sometime, any time during the month of October , or even November if you are rushed , for November will suit us just as well , in fact a little bit better , 300 of the regular three and a half inch blue arm bands with white sewn letter in the middle .  

32. CONSIDERATION Consideration means preparing every message with the message receivers in mind; try to put yourself in their place. • You are considerate • you do not lose your temper • you do not accuse and you do not charge them without facts • the thoughtful consideration is also called “you-attitude”.

33. CONSIDERATION • Focus on YOU instead of I & WE • Show reader benefit & interest • Emphasize on positive & pleasant • Apply integrity & ethics

34. Focus on “You” Instead of “I” or “We” Using “you” does help project a you-attitude. But overuse can lead to a negative reaction.

35. Show Audience Benefit or Interest in the Receiver Reader may react positively when benefits are shown them. Benefits must meet recipients: • needs • address their concerns, or • offer them rewards • Most important they must be perceived as benefits by the receivers.

36. Ex.- Write with a ‘you ‘ attitude , it shows consideration   • I want to send my congratulations for --(Congratulations to you….) • We will ship soon the goods of your order--- • We pay eight percent interest on -----

37. Ex -Avoid negative – unpleasant words to show consideration • It is impossible to open an account for you today. • When you travel on company expense, you will not receive approval for first class fare.  

38. Ex : Show reader benefit or interest • Because we have not written to you in sometime , please help us bring our record by filling and returning the other half of the card.

39. CONCRETENESS Communicating concretely means being specific, definite, and vivid rather than vague and general. Often it means using donatives (direct, explicit, often dictionary based) rather than connotative words (ideas or notions suggested by or associated with a word or phrase)

40. CONCRETENESS • Use specific facts and figures • Put action into words • Choose vivid image building words by comparison & figurative language • Use more adjectives and adverbs

41. Use Specific Facts and Figures It is desirable to be precise and concrete in both written and oral business communication.

42. Example Vague, General, Indefinite • Student GMAT scores are higher. Concrete, Precise • In 1996, the GMAT scores averaged 600; by 1997 they had risen to 610.

43. Put Action in Your Verbs Verbs can activate other words and help make your sentences alive, more vigorous. • Use active rather than passive verbs. • Put action in your verbs rather than nouns

44. Example • Passive : The memo was sent by the manager Active: • Passive: The scientist discovered the formula. Active:

45. Choose Vivid, Image-Building Words Business writing uses less figurative language than does the world of fiction. Bland Image This is a long letter. More Vivid Images This letter is three times as long as you said it would.

46. Ex- Rewrite the following in concrete form as the sentences are too general and vague • Our product has won several prizes. • These brakes stop a car within a short distance.

47. Ex: Put action into the words by using active instead of passive voice • Tests were made by us.  • A full report will be sent to you by the supervisor. • Mr. Singh will give consideration to the report…

48. Ex : Use vivid image building words – adjectives and adverbs , and use less of abstract nouns • The camera has a system that gives good pictures.

49. CLARITY Getting the meaning from your head to the head of your reader (accurately) is the purpose of clarity. Of course you know it is not simple. We all carry around our own unique interpretations, ideas, experiences associated with words.

50. CLARITY • Choose short , familiar & conversational words • Construct effective sentences and paragraphs by unity of idea and sequencing • Achieve appropriate readability by using formal & informal language • Include examples, illustrations & visual aids