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Written Communication
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Basics of Written Communication -
Adaptation
Know the Audience
Know their Level of Understanding
Techniques of AdaptationTo less educated person than youTo highly educated person than you
Adapting to Multipe Readers: To communicateto all the readers, right to the lowest person.
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Basics of Written Communication
Selecting Words
SimplicityUse of
familiarwords
Selection ofwords with
right strength
Technicalwords
Shorter words Slang caution
Use concrete
language
Use active
words
Use of correct
Idiom
Use genderneutral words
Emphasis onshort
sentencesGrammar
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7Cs of writtencommunication
Clear
Concise
Concrete
Correct
Coherent
Complete
Courteous
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Kinds of Business Letters
Letter ofEnquiry
Letter ofApplication
Letter ofComplaint
Letter ofRegret
Thank YouLetter
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Business Letter - Form
Font that is easy to read
1 to 1.5 inches left and right margins
1 to 1.5 inches top and bottom margins
Presentation InformationCompletely, Concisely,Professionally
Be consistentblock or modified block
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Parts of a Business Letter
23 Seasame Street
Manhattan, NY 06200
May 25th, 2011
ABC Company
978 Carter Street
Winding Roads, CA 049709
Dear Mr. Fitzgerald,
Insert the part of the body of the letter here. The body of the letter should tell something
what you hope to convey.
It should also have a closing paragraph in it. There should be atleast two sentences per paragraph.
Sincerely,
(space for hand-written signature)
Mrs. XYZ, Chairperson
Enclosure
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Business Emails and Email Etiquette
Email stands for Electronic Mail and it is a widely usedmeans of communication method in Business.
Its quick, inexpensive and convenient.
Professionalism - Proper email language conveys aprofessional image.
Efficiency - Effectively worded emails show efficiency
Prompt reply to emails
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Contd
DO NOT USE ALL CAPS!
Use spell check and proof read the email
Avoid using abbreviations
Keep email concise
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Effective Email Communication
Basic EmailStructure
Use SmartSubjectlines
Write for ActionQuality
communications
General Tips Legal Issues
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Sample Email To: [email protected]
CC: Accounts PayableSubject: Request for copy of invoice
Dear ABC,
I'm LMN from the Accounts Payable department at GHI. Ltd. I understand that we have an invoice
outstanding with your company since 07/01/2010. This email is to request you for a copy of the
invoice, so that we can clear it for payment at the earliest.
First of all, apologies for the delay in payment. The accounts team has been reshuffled and this case
came to my notice just an hour ago and I am writing to you immediately. The invoice in question is
invoice number 246849, for Mr. JKI who stayed at your hotel for a period of 4 days. That is, from
06/28/2010 to 07/01/2010.
We cannot seem to locate the invoice, so I request you to email me a copy of the invoice, so that I
can issue the payment right away. Please send it to the email address mentioned below and mark it
for my attention. Once again, sincere apologies for the delay.
Thank you,
LMN,
Senior Executive
Accounts Payable,
GHI. Ltd
email: [email protected]
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What is a Memo?
Memos areofficial internal
notes in anorganization.
A memo is ashort, to the
point
communicationconveying your
thoughts,reactions oropinion onsomething.
A memo is ashort, to the
point
communicationconveying your
thoughts,reactions oropinion onsomething.
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Purpose of a Memo
to persuade
to inform
to request
to express thanks
to introduce a person or policy
to recommend
to apologize
to remind something
to reject/accept offer of a proposal.
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Structure of a Memo
Use a title that is intriguing or is something in response to aquestion you received, or a point you want to make.
One page is the rule. Half a page is better. Two or three short
sentences are best.
Make sure you include your contact information in the memo sothat your colleague(s) can know(s) how to get back to you.
End with a call to action:Cecilia, call me as soon as you have read the attached report
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General Format
Heading:
TO:FROM:DATE:
SUBJECT:
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Format Guidelines
Memos have one-inch margins around the page andare on plain paper.
All lines of the memo should begin at the left margin.
The text begins two spaces after the subject line.
The body of the memo is single-spaced, with two
spaces between paragraphs.
The sender usually signs the Memo using initials,first name, or complete name.
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Sample Memo
MEMORANDUM
TO: All Employees
FROM: Thomas Alba
DATE: December 2, 2003
SUBJECT: New Procedures
A new procedure will be implemented for a style of letter writing that will be take place
immediately for Western Security Systems. An example of the new block style letter is enclosed.
Enclosure
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What is a business report?
It is a standard form of written businesscommunication.
It is used to analyze a situation, apply business
theories to it and come up with multiple solutions.
Basically, it is a document that presents data andinformation to specific readers.
It should be objective and logically organized.
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Types of Business Reports:
FORMAL
REPORT:Logically
organized andobjective,
written in detail
and no personalpronouns used.
INFORMALREPORT:
Written innatural orpersonal
language.
INFORMATIONAL
REPORT :Used to passinformation
from one area oforganization to
another.
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Types of Business Reports:
ANALYTICALREPORTS :Used topresent
solutions toa problem.
UPWARD-DIRECTEDREPORTS :Made by
subordinatesfor
superiors.
DOWNWARD-
DIRECTEDREPORTS:Made by
superiors forsubordinates.
INTERNALREPORTS:Travels
within anorganization.
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Types of Business Reports:
EXTERNAL
REPORTS:Prepared fordistributionoutside an
organization.
PERIODICREPORTS:Issued onregular
intervals.
FUNCTIONAL
REPORTS:Serves aspecificpurpose
within the
organization.
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Sample Format of a Business Report
Name of business: ________________________________________ [mention the name of t he business firm]Address: _____________________________________ [give proper mailing address]Contact details: ____________________ [provide telephone and/or fax number and also the email address]
Business Report prepared for: _____________ to _____________ [mention the dates and the exact span for which the report has b eenprepared]
Business report prepared by: ________________________ [mention the name of the particular person or all team members who haveprepared the report]
Purpose:
____________________________________________________________
[mention the objective(s) of the business report template]
Sl. No. Particulars[mention the relevant issues which formpart of the business report]
Description[provide required details of theparticulars]
Date[provide proper dates if operation]
1.2.3.4.5.Financial aspects: ______________________________________[mention the amounts as gained or lost and give details of other issues that involve finance]
Other details:____________________________________________________________ [mention other relevant points, if any, that wouldform part of the business report]
Signature: ____________________________ [this portion is to be signed by the business head or representative]
Date: _____________ [give proper date of report preparation]
Place: ___________________ [mention the place where it has been framed]
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Advantages of Written Communication
Written communication helps in laying down apparent principles,policies and rules for running of an organization.
It is a permanent means of communication. Thus, it is useful whererecord maintenance is required.
It assists in proper delegation of responsibilities. While in case of oralcommunication, it is impossible to fix and delegate responsibilities on
the grounds of speech as it can be taken back by the speaker or hemay refuse to acknowledge.
Authority is transmitted more effectively with a written order thanwith an oral one.
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Advantages of Written Communication
Written communication is more precise and explicit.
Effective written communication develops and enhances anorganizations image.
Legal defenses can depend upon written communication as itprovides valid records
There is a lesser chance for the message to be misunderstood.
Written communication is good for complicated and vitalinstructions, which can be given in a precise and uniform manner.
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Disadvantages of Written Communication
Written communication does not save upon thecosts. It costs huge in terms of stationery and the
manpower employed in writing/typing anddelivering letters.
If the receivers of the written message are separatedby distance and if they need to clear their doubts,
the response is not spontaneous.
Written communication is time-consuming as thefeedback is not immediate. The encoding and
sending of message takes time.
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Disadvantages of Written Communication
Effective written communication requires great skillsand competencies in language and vocabulary use.
Poor writing skills and quality have a negativeimpact on organizations reputation.
Too much paper work and e-mails burden isinvolved.
Written communication also becomes meaninglessfor illiterate people. It can not be understood by the
people of other language.
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Thank You