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Business Writing for

Budding ProfessionalsPresented by Mosedimosi

Business Training

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Business Training

Please introduce yourself

• What is your name?• Where do you work?• What is the nature

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of your work?

Logistics• 08:30 Start• 10:20 Tea break• 12:20 Lunch

15 00 Cl

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• 15:00 Closure

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The importance of written communication p3

• When should you be writing in stead of talking?

• Writing has the benefit of forcing us to “think the matter through”

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think the matter through• Writing encourages us to gather the facts

before we communicate an idea, instruction or message

Writing requires…. p5

• A disciplined mind• Taking responsibility• An attitude of “do it now”• Being resourceful• Understanding needs of the reader

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Understanding needs of the reader• Proper planning• A good command of language

Left brain? Right brain?

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How can you cultivate your writing skills?

Discover your brain power:•Both the “left” and “right” side of the brain are engaged in writing •“Left” brainers tend to produce precise,

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p p ,structured, procedural writing – (non-fiction) •“Right” brainers tend to produce imagery, fantasy, drama, comedy – (fiction). Whether “left” or “right” orientated, YOU CAN WRITE

Getting started

• Think, talk and read about your topic before you even attempt a first draft

• Keep a journal for jotting down thoughtsU f iti

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• Use freewriting• Draw mindmaps

Freewriting rules p7

• Keep your hand moving• Don’t cross out • Don’t worry about spelling, grammar• Lose control

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Lose control• Don’t think. Don’t get logical• Go for the jugular

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Exercise 1 (p10)

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Select one of the freewritingTopics on p6

Mind map exampleMind Map example

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The writing process: start at the beginning

Study the diagram on p7

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Planning the document• Define the purpose• Establish due date• Consider information sources• Evaluate info processing

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p gresults

• Consider alternatives• Prepare draft report• Refine and present final report

WhatWhenWhyWhoWhere

Set the objective

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How

If your writing answers all thesequestions for your reader you havebeen successful

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Consider your audience

• Need (to make decisions) • Education level • Position in the organisation • Knowledge of your topic or area

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• Knowledge of your topic or area • Responsibility to act • Biases • Preferences • Attitudes

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Exercise 2 (p10)

You have been given the task to investigate the installation of a new centralised high speed printer to replace a variety of old stand alone printers.

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For the report you intend to write, who are your audiences?Complete the audience analysis matrix

Gather the required information

• Identify information resources• Determine organisational procedures• Conduct research: Primary/secondary

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• Manage information

Analyse the information• Make sense out of data• Prevent personal bias• Compare and contrast

information

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information• Understand significance of facts and

figures• Develop fresh ideas

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Determine the solution

• Conclusions must agree with findings• Uphold integrity of the facts• Generate several potential solutions

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• Determine what is feasible• Find the optimum solution

Organise and refine structure• Before actually writing, organise your

information into an outline form • Choose the major and supporting ideas,

develop the details, and eliminate the unnecessary ideas

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unnecessary ideas • This outline becomes the basic "structure"

of your document• Once you have created an outline of your

document it is necessary to convert it into the appropriate structure; e.g. letter, report

Writers BlockInvent your own tactics to get rid of writers’ block

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Foundation f your writing skills p26

A clear objectiveCorrect languageProper structure

Attractive layout

Your writing skills

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yIts foundations are1. Accuracy2. Brevity3. Clarity

the ABC of good writing

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We spik English!

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How many people speak English?isiZulu 10 194 787

isiXhosa7 907 153

Afrikaans5 983 426

English3 673 203

Xitsonga1 992 207

Siswati1 194 430

How many speak English?

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Sepedi4 208 980

Setswana3 677 016

Sesotho3 555 186

Tshivenda1 021 757

isiNdebele711 821

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A saga in three acts – read p28A saga in three acts (p15)

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Don’t get all tensed up about Tenses

It helps to learn the rules (p24)

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It helps to learn the rules (p24). But it is only through frequent

reading and active writing that you will eventually master the correct

usage

Choice of words• Do not try to impress the reader by

deliberately using long words• Use words whose meanings are precise,

and not open to doubtU h t d ( t th )

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• Use a short word (or even two or three) instead of one long one

• Write to express not impress!

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Exercise 3 on p19 Express – Don’t impress

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Find the appropriate word from (a)-(x) for (1)-(24)

Useless words p 34

Actually DefinitelyHopefully FortunatelyCarefully Pretty sureQuite sure Rather

Useless words: eradicate them from your writing

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Quite sure RatherReal ReallySomewhat VerySlightly ExtremelyIn fact Due to the fact that

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Pompous writing

Exercise 4 on p24Replace the outdated phrases often

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p pused in correspondence with

concise words

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Remove the offending Word p24

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Do not use the followingTypical over-used words: very, nice, people

Find 5 words to describe the following on p26:

Nice car

Be exact

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Nice filmNice gameNice musicNice book/magazineNice holiday

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Focus on using positive words in your writing

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y gExercise 7

Mark the sentences as either positive or negative on p28

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Oxymoron???Beware!

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An expression in which contradictory terms are combined

“Ja-Nee” (p29)

The rules of number

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Get your “is” and “are” and “has” and “have” once and for all correct

Useful guidelines on p29-30

Strategies for listing(not on the JSE)

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( )Study the fine print on p31-32

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Be precise in your writing

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Exercise 8Convert the abstract into concrete

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Active and passive writing p 41

John drove the truck

Active and passive writing (p34)

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The truck was driven by John

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Appropriate passive writing p42• To avoid the impression of being critical of peoplee.g.: The accounts have not been completed.• To emphasise the object of the sentence rather thanthe subject.e.g. Standards of safety have been allowed todeteriorate.

Appropriate passive writing

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• To soften a passage which is predominantly active,particularly in technical reports where “by whom” will beself-evident.• e.g.: The computer was installed to mechanise theaccounts.

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Active writing

Exercise 9Rewrite the sentences on p35 in active

form

Active writing

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Note that a sentence is shorter when writing in the active form

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Sentences p 44

The ideal sentence is not longer than 24 words

Sentence construction

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1 idea = 1 sentence!

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Paragraphs

With each new topic start a paragraphThe topic sentence should always be first!

Structure your paragraphs into themes

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Exercise 10Re-write paragraph on p37

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Punctuation

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The artificial means of indicating the various stops, pauses and stresses

that would occur if the sentences were spoken instead of written

Punctuation

Let’s eat Grandpa

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Punctuation

Let’s eat, Grandpa!

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Apostrophe’s• Never for plural e.g. tractor’s, bulldozer‘s • To indicate possession

– Mary’s lamb– Supervisors’ meetings

Vi it ’ ki

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– Visitors’ parking• To replace a missing letter

– don’t, can’t, won’t

Apostrophe ‘s• The dog wags its tail

– Possession (his, hers, its)

• It’s a beautiful dayIt i b tif l d

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– It is a beautiful day

Achieve flow (p42)

• Let your speech guide what you write• Read your letter or e-mail out loud and

detect the hitches

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• Apply the Old-New Information Flow

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Prevent ambiguity

• Ambiguity: an expression that can be interpreted in more than one way

• What does bi-monthly or bi-annually mean?

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mean?

Dangling and misplaced modifiers

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Exercise 12Restructure the sentences on p43

Style in business writing p 57Style is your personal stamp

Word choiceSentence construction

Asking questionsUsing imperative

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Using imperativeActive/passiveParagraphing

ImageryTone

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Tone in business writing

• Attitude• Confidence• Courteous and sincere

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• Non-discriminatory language• Be diplomatic when conveying a

negative message

Notice to all residentsPlease note that the water supply will be interrupted on Monday 13 August 2012from 8:00 to 16:00.

Terse tone

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Close all taps to avoid air surgesDirect any queries to Mr Mokoena at 011 716 2323

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Notice to all residents

Kindly note that the water supply will be interrupted on Monday 13 August 2012 from 8:00 to 16:00. We need to repair water pipes in your area to improve our service delivery to you

Caring and informative tone

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service delivery to you.Please close all taps to avoid air surges and remember to fill buckets in advanceShould you have any queries, you may contact Mr Mokoena on 011 716 2323

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AIDA: capturing the imagination of your audience

• Action • Interest• Desire

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• Action

Plain language in terms of NCA and CPA (p50)

• Ensure the ordinary consumer with minimal credit and product/service experience understands a document’s

• content

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• content• significance• importance

Write for maximum consumer clarity in respect of

• Context, comprehensiveness and consistency

• Organisation, form and styleV b l d t t t

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• Vocabulary, usage and sentence structure• Use of illustrations, examples or other aids

to reading

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Consequences of non-compliance• Agreement may be deemed

unconscionable• Consumer may be entitled to cancelled

C t t id t t

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• Court may set aside contract• Court may redraft contractual terms

Tips for drafting in plain language

• Take into account level of knowledge• Prevent legalese in documents• Ensure reader understands

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• Measure understanding by prior testing• Explain jargon in a glossary• Write as you would speak

Are you an effective writer?

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Measure up to the criteria on p51

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AVO

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The fruit of proper planning for professional correspondence

AVO techniques (p53)

• Analyse – remember 4 x W and 1x H• Visualise – consider the audience • Organise – logical structure

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Address and salutation340 Walker Street

SUNNYSIDE0002

14 August 2012

The CommissionerSouth African Revenue Service

Address and salutation

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Private Bag X923Pretoria0001

Dear Sir/Madam

Interest on VAT

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Address and salutationABC TrainingP O Box 234SUNNYSIDE

000214 August 2012

Mr P SmithThe Customer Service ManagerHollywood Hotel

Address and salutation

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Hollywood HotelP O Box 4312MARSHALLTOWN2107

Dear Mr Smith

COMPLAINT ABOUT SERVICE DURING CONFERENCE

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Heading (p55)

• Indicates what the letter is about• Use bold type• Do not use “Re”

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• Do not use Re• No full stop• Leave open a line after the salutation

First paragraph

• Write business letters in the first person – I and we, not the third person; i.e. the organisation

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g• Thank you for your letter of ….• State the objective

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Body of the letter

• It must be clear, concise and easy to read• Be sure of your facts and do not contradict

yourself• Plan carefully

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Plan carefully • State your business concisely, clearly and

simply • Write only what is absolutely relevant• Each new paragraph is a new theme

Ending your letter

• The way you finish your letter is important• Indicate future expectations from the reader• Leave your reader in no doubt as to the

purpose of the letter

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purpose of the letter• Never finish with such outmoded phrases as

‘Assuring you of our best attention at all times’

• Supply your contact details

Good way of ending a letter

Good way of ending letterShould you have any further

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Should you have any further enquiries, you are welcome to

contact me on 011 664 7574 or mbt@work.co.za

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Business letter templates

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Structure your content along the lines of examples on p57-58

Decline letterExercise 13

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Exercise 13Compose an email that can be

used by HR to inform a candidate that s(he) was not successful in her/his application for a position

Decline letterDear SandileApplication for position as branch accountant

Thank you for your application for the advertised position. We value your interest in becoming part of our team.

We respect your qualifications and work experience as you were a worthy candidate. Unfortunately you were not successful in your application

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successful in your application.

We wish you success with your search for the right position

Yours sincerelyM M PhosaHuman Resource Director

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Deal with angry e-mails carefully!Deal with angry emails tactfully

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When using e-mail p85

• Be careful using e-mail at work• Short e-mails communicate better• Use a clear and descriptive subject line

Spelling and grammar still applies

Email etiquette

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• Spelling and grammar still applies• Limit the number of recipients• Use a signature• Respect the privacy of e-mail addresses

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Write an e-mail message

Exercise 14Invite your clients to the launch

Write an email message

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of a new investment product

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RSVP

“Respondez s’il vous plait” “Remember se vedding

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Remember se vedding present”

Please respond

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Précis Writing• Summarising a document to extract the

maximum amount of information in the minimum number of words

• Reduces the report to approx one third of

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p ppthe original

• Paraphrasing means expressing ideas from original document in your own words

• Be careful not to lose or distort the original meaning

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Précis writing (p65)

• Identify the reader and purpose of theprécis

• Read the original document• Underline the key ideas

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• Underline the key ideas • and concepts• Prepare a draft summary • Write the précis• Review and edit

Food habits of birds p66

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Exercise 15Write a précis of about 50 words

Mind maps

A mind map only contains key word and is brief. It is visual and allows for a free

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flow of information. To enhance the mind map further you can use the “tree structure” by adding ”twigs” and

“branches.”

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Mind maps

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Mind maps

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Mind maps

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Mind maps

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Report Writing p69

A report is a structured way of reporting on a project, findings or

proposal and getting decision

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p p g gmakers to approve

Important considerations• Tense• Voice• Pronouns• Diction

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• Diction• Paragraphs• Layout

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Group Exercise 16

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Write a draft report in the form of a mind map using the structure on

p71-73

Elements of a report p71

1. Terms of reference2. Introduction and Background3. Procedure4. Findings5 Conclusions

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5. Conclusions6. Financial implications7. Recommendations8. Appendices

Executive summary

• An extended title• A time-saving short paper• A way of focusing attention on the main

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information• An aid to remembering the paper• Make sure your summaries are as informative as

possible. Often this is the only part that people read.

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Good reports are rewritten!Good reports are rewritten frequently

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Say it with figuresSay it with figures

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Interpret the numbers for your reader

• Present in table format

• Comparison• Consistency

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Consistency• Columns• Diagrams• Colours

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What makes a good report?

• Descriptive title• Table of contents• Identifiable

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• Logical sequence of arguments

• Clear findingsSi l l

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chapters• Headlines• Spacious

presentation

• Simple language• Correct grammar

Layout of informal report• To From• Date• Subject• First paragraph: terms of reference, introduction,

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gbackground

• Middle paragraph(s): information and findings• Final paragraph(s): conclusion and

recommendation

Exercise 17: write a report p81

• Request a new colour printer as yours is not coping anymore

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anymore• Present your facts,

figures and research carefully

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Request for a new printer

• Purpose of the report• Identify the problem• Detrimental effect of the problem:

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– Excessive time of producing print– Costs of operation; e g maintenance, toner– Staff behaviour; e.g. loitering, demotivated,

frustration• Solution: new printer

Benefits of new printer

• Colour• Reduced costs of consumables• Higher speed

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• Multi-functional• Improved workflow and staff morale• Lower cost of maintenance

Essential content

• Cost of acquisition (COA)• Cost of maintenance and consumables• Savings per month (SPM)

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• Payback period: COA/SPM = No of months

• Budget availability• Recommendation and implementation

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Interpret numbers for reader

Feature  Old printer  New printer  SavingMaintenance  R1000,00  0  R1000,00toner  R600,00  R900,00  (R300,00)Spare parts  R1200,00  0  R1200,00

Interpret numbers for readers

100 100

Paper  R5600,00  R4800,00  R800,00     TOTAL    R2700 per month     Cost of acquisition R16200 Payback is R16200/ R2700 = 6 months  

Structure of proposal p94

• Title page• Terms of reference• Executive summary

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• Background• Proposal• Justification• Attachments

Definition of a meeting

Something where minutes are kept and hours get lost

Definition of a meeting

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Meetings and minutes

• The two biggest problems in life are making ends meet and making meetings end”

• “Business meetings are one way of

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g ydemonstrating how many people the organisation can operate without”

• “Business meetings are cul de sacs down which ideas are lured and then quietly strangled

Official definition of a meeting

• “An assembly of persons, a coming together for a common lawful purpose of two or more persons”

• Requirements for a gathering to be

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• Requirements for a gathering to be regarded as a lawful meeting are:– At least two persons coming together– Common lawful purpose

Cycle of a meeting p84

• First draft of minutes – one day after the meeting• Chairperson’s approval – two to three days after

meeting• minutes dispatched – five days after meeting

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• Routine administration • Deadline for agenda items – around eight days

before next meeting

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Cycle of a meeting

• Draft agenda – seven days before next meeting

• Agenda dispatched – one week before next meeting

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next meeting• Briefing – one or two days before next

meeting• The meeting

Notice of a meeting• If there is not adequate notice, the meeting is

invalid• Every member is entitled to a personal notice of

the meeting.• The notice of a meeting should include:

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• The notice of a meeting should include:– day, date, time and venue – type of meeting and details – date of the notice and the name of the

convener of the meeting

Agenda

• Type of meeting, day, date time, venue• Welcome• Apologies• Declaration: meeting duly constituted

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• Declaration: meeting duly constituted• Set the agenda• Adopt minutes of previous meeting• Matters arising• Matters outstanding from previous meeting

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Agenda

• Reports• Specific agenda

itemsA th b i

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• Any other business• Date of next

meeting• Closure

Note taking skills

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Note taking skills p87

• Get the complete picture– Develop your ways in which you record your

information – It’s not a "shopping list" of points with no

apparent relationships between the ideas

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apparent relationships between the ideas noted.

– Summarise– Prepare beforehand– Ask questions

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The steps in note taking

First Step – PREPARATION• Use a large, loose-leaf notebookSecond Step - DURING THE MEETING• Don’t record notes in paragraph form

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• Don t record notes in paragraph form• Capture general ideas• Skip lines to show end of ideas or thoughts • Using abbreviations will save time• Write legibly

Top minute taking tips p 112-114

Top minute taking tips

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Consult the checklist on p87-88

What are minutes?

• Minutes may be defined as ‘the official record of the proceedings and business transacted at a meeting’.

• They are divided into two categories

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• They are divided into two categories, namely:– minutes of narration– minutes of resolutions

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Checklist of contents of minutes

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Ensure that as a minimum you have the topics covered as shown

on p89

Minutes of narration p90• Nature of the meeting• Date, time and place at which it was held• How the meeting was constituted• Apologies for absence that have been received by the

chairperson or the secretary• Names of persons attending ex officio

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• Names of persons attending ex officio • A statement that the chairperson declared the meeting

duly constituted• A record of the approval of the minutes of the previous

meeting, if indeed they were approved at the meeting

Minutes of resolution

• Decisions: “it was resolved that…”• Record full details of contracts, matters of

financial nature, appointmentsM i t f t t b t t d

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• Main terms of agreement must be stated• Attach copy of agreements to minutes• Record the exact intention of the meeting

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Resolution format• Minutes are a record of resolutions• Resolutions are drafted by the secretary in

consultation with the chairperson. • A well-formulated resolution is

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– Concise and clear– Single sentence– Worded in the positive– If lengthy, broken down in components– Start with “that”

Ten tips for resume writing p94

• Formatting and feel, on a mailed resume, matter

• Correct spelling, appropriate grammar, no missing words, and no typing mistakes P id f ll t t I f ti

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• Provide full contact Information: • Write and customise an “objective” for

each job and employer• Include a customised section called

“Career Highlights / Qualifications”

Ten tips for resume writing• For each former employer,

clearly indicate the company name, your position, and the dates of your employmentFor each emplo er incl de a list of “ke

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• For each employer, include a list of “key contributions” or “key achievements”

• Give comprehensive details of your education• Include a section that lists awards recognition • Include a personal section that highlights

accomplishments

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Proof-reading and editing p121Proofreading and editing

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Proofreading

• Use your spell checker• Check grammar, tenses, concord,

punctuation, spellingCh k l t

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• Check layout• Check for completion of revisions and

editing

Spelling is important!

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Editing• The purpose• Information• Accuracy• Images

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• Format• Language• Presentation• Relevancy

Smarten the layout

• Plenty of white space• The right fonts• Page numbering

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• Headers and footers• Right hand margin justification• Tables• Numbering

Exercise 18

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Find the deliberate mistakes on p102

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The Fog Index p103

• Select 100 words• Count the number of sentences• Divide

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• Add number of words with 3 and more syllables

• Multiply by 0,4

Where to now?

• Implement immediately• Practise every day• Don’t postpone• Write and edit all the time

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• Write and edit all the time• Learn from others• Allow creativity and be

flexible• Pass on what you know

Where to now?

• Review own writing • – ask an expert• Attend more

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courses• Be a confident

writer• Read, read, read

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Thank you!SiyabongaRe Ya LebohaRe A LebogaSiyabulela

Siyathokoza

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InkomuRo Livhuwa

ThobelaDankie

Thank you