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INDE 2_2013
Business Communication
E F F E C T I V E B U S I N E S S W R I T I N G
Questions that govern the process of writing
Why? Why do I write?
gives the reasons why that piece of writing is produced
For whom? For whom do I write?
makes the writer concentrate on the reader's interests and needs
What?
What do I write? the writer focuses on the subject that should meet the reader's
needs
How?
How should I write? selection and combination of vocabulary and structures;
order - to create sentences
- to develop them into paragraphs
will enable the reader to interpret the message as intended by the
writer
1
STAGES OF THE WRITING PROCESS
1. Evaluating the circumstances and the reasons for writing
Why?
2.
Assessing the readership / audience
- anticipating the reader's interests
level of understanding
For whom?
3.Deciding on the core information that should be transmitted and its relevant
aspects
What?
4.Working on the message and letting your personality show through
- adapting your writing style to that particular communication situation
How?
From another point of view:
- planning your writing (why? and for whom?)
- developing a strategy for writing
2
FACTORS THAT MAY INFLUENCE THE QUALITY OF WRITING
1. THE WORDSa. Denotation and connotation
b. Concrete and abstract words
c. The tone of the message
d. Short or long words?
e. Familiar and unbiased words
1. a. Denotation and connotation
the two co-ordinates of the meaning of every word
words have potential meaning
context
the sender's intention and knowledge
the receiver's understanding and attitude
Denotation = the factual definition of an object / situation / quality / idea etc.
Connotation = how a person feels about a word
A word
- may have more than one denotative meaning
letter
graphic symbol for a sound A, D, M
information / message sent to somebody
- connotations vary significantly [sometimes antagonistic connotations may be given to the
same word]
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ignorant "lack of knowledge"
usually: negative connotation
in legal disputes: positive connotation
My client was totally ignorant of any misuse of funds.
When we write:
to take into account both the denotations and the connotations of the words
to create adequate context
to use dictionaries (synonyms, spelling, cross-reference) creativity
to increase the reader's interest
to create a good impression
Uniqueness of individual writing style
starts to develop in childhood
through the whole learning process
during our whole life
b. it reflects:
our background
education
life experience
career training
etc.
c. necessary:
to help the reader interpret the message in the way we want
additional knowledge about words
1. b. Concrete and abstract words
Concrete words: denotation sends to tangible persons, objects, events, places
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Examples: ball, house, excavator, smile, town etc.
They are:
- direct
- precise
- specific in nature
The use of concrete words:- avoids misunderstanding (+)
- cannot express fully what the reader intended (–)
Abstract words: Concepts
Ideas
Feelings
Impressions
Examples: professionalism, friendship, honesty, quality control,
decision-making, debate
Their meaning: more difficult to express
Necessary: - to define them
- to illustrate them
- to place them in adequate context
- to use them with caution
- the reader should know exactly what we mean
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Examples:
1. Group
– a group of close friends
– your office colleagues
– specialists in the same field
– mathematical concept
2. majority, most, few, several – interpretation left to the reader
Business writing – clarity = a main objective
Abstract words Concrete words
1. The amount the client has to pay is large.
The client has to pay $ 20,000
2. The draft will be due in several months.
The draft will be due in three months.
3. We are ready to cover part of these expenses.
We are ready to cover 40 % of these expenses.
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1. c. The tone of the message
Combination of words range of impressions tone of the message
positive
neutral
negative
Difficult task: it involves:
- finding the most appropriate words
- careful selection
- creating adequate context
- dealing with positive and negative words
Generally thought:
negative words negative communication
Examples: no, disappoint, unable, cannot, delay, defect
However:
Examples: "On inspecting the shipment, we were unable to find any flaw".
negative words positive meaning
importance of context
- to convey bad news
- to say no with a negative word
depends on the relationship with the reader/partner
two possibilities
Examples:
a. No complaint will be taken into account after 45 days.
b. Complaints will be taken into account if made within 45 days.
1. d. Short or long words
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Requirement: writing in business is short and simple
Yet the use of short, simple words does not always guarantee clearness
Necessary:
- to consider the reader first
- to decide on the level of writing
Sometimes: short/simple words overused + lose their power
Necessary:
- to use vivid/lively words
- impact on the reader
Examples:
Overused
1. Pursuant to your request, we are enclosing herewith a copy of our financial report.
improved version
2. Here is the financial report you requested.
1. e. Familiar and unbiased words
Recommendation:
to avoid
- jargon
- slang expression
- words showing gender, age, race discrimination
to be more sensitive to people's feelings
to select words that express sensitivity.
Business letters
General aspects
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Communication between companies various means
telephones
fax machines
the Internet
a certain degree of informality that may not illustrate the real nature of the relationship
Consequently any important element in business, discussed or agreed upon the phone,
should be confirmed by an official, formal letter
For this reason (and for many others) writing ability appears in the top three activities of
a business person
Businesses value effective communicators:
being an effective writer can enhance your professional career
people in other departments of the company get to know you through your writing
your letters may get your superiors’ attention showing how effective (or ineffective) you
are as a business communicator.
The layout of a business letter
The layout of a business letter some specific elements
Information about:
the two companies that communicate by letters
the people authorized to communicate on behalf of each company
or may refer to the filing system that enables tracing a letter (or a number of letters in the
correspondence file)
9
10Figure 5. Main parts of a business letter.
Letterhead
Date
Inside address
Salutation
Subject line
Main body of the letter
Complimentary line
Author’s signatureTyped namePosition
Enclosures
Reference line
Fig. 1. Main parts of a business letter
The letterhead
Information about the sender:
the logo
the company’s name and status
its address
telephone/fax number/ e-mail address
The date
There are various ways to express date:
2.11. 2011
2/11/2011
The 1st of November 2011
November 1st, 2011
In business correspondence pattern recommended:
The reference line
Your ref. (“your reference”)
Our ref. (“our reference”)
helps tracing a letter in the file
the name of the person who signed the letter
the name of the typist
the filing code
Example: Your ref.: FW/ms/P25
- the letter was written/signed by Frank Warrington
- it was typed by Mary Storm
- is located in the file P (“petrol”) 25
"Our ref." gives similar information about the sender
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2 November 2011
The inside address indicates the following:
name and address of the addressee
position in the company (e.g. The Supply Manager, The Chief Accountant etc.)
department
mail address – written exactly as given by your partner
The salutation
Forms of address used to open business letters
depend on: the addressee’s status
the social distance between the partners
Dear Sir – when the addressee is a gentleman whose name we do not know;
Dear Sirs – used to address a company;
Dear Madam – the addressee is a lady whose name we do not know;
Dear Mr Robertson/ Dear Ms Watson – to address a person whose name is known to the
writer;
Dear Bill - used to address a person with whom the writer is on friendly terms
High officials or personalities:
(the addressee’s name is associated with)
- courtesy titles
- titles deriving from appointment or honours
- rewards
Useful information:
- no special form of address for the Prime Minister and members of the
Ministry
- ambassadors are addressed as:
Your Excellency (formal)
Dear Mr Rodson or Dear Lord Bart
The subject line
below the salutation and underlined
tells what the letter is about
helps the reader direct the letter to the right person
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facilitates fast processing of correspondence
Dear Mr Winter
Tax collection
The body of the letter the main text of the letter (the message of the letter)
the rule of the “ four Cs”
clear, concise, correct, courteous
divided into paragraphs
information distributed according to the role of each
paragraph
The opening paragraph
makes connection between the subject line and the rest of the text (" above" or
"above-mentioned")
refers to the source of information, which is used as a basis for the letter you are
writing
The following two or three paragraphs
the proper message of the letter
describe facts/give arguments/ make complaints/ make suggestions etc (according
to the purpose of the letter)
The closing paragraph
emphasises the main idea of the letter
restate the writer’s point of view
conclusion of the letter
The last sentence of this paragraph often contains the formula:
We look/are looking forward to hearing/ receiving news from you
We look/are looking forward to your answer/reply/letter
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The complimentary line
depends on the level of formality
the relationship between the writer and the addressee
directly related to the salutation
Differences between British and American English:
British English
Salutation Complimentary line
Dear Madam / Sir(s) Yours faithfully
Dear Mr/Mrs/Ms/Miss Waters/ Dear
colleague/friend/customer
Yours sincerely /Best regards/ wishes/ Kind
regards
Dear Mary Yours/ Best regards/ wishes/ Kind regards
American English
Salutation Complimentary line
Gentlemen:/ Dear Madam / Sir(s) Truly yours/Yours truly/ / Faithfully yours/
Yours faithfully
Dear Mr/Mrs/Ms/Miss Hudson Sincerely yours/ Yours sincerely/ Best regards/
Best wishes/Cordially yours
Dear Nicholas Best regards/ Cordially
The signature given together with
the writer's typed name
the writer’s position in the company
If the writer is not the person authorised to sign the letter:
the printed name is preceded by:
“p.p.” (per procurationem) or
“for”:
Mary Smith
p.p. Tom Richard
Supply Manager
Enclosure line the last point of a business letter
abbreviated to Enc./encl.
gives the list of additional documents sent with the letter:
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Encl.: 2 copies of the Monthly Statement
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Fig.2 Business letter (sample).
MEDEQUIP Ltd. 78 Bell Street
Washington DC, WA 5312427 January 2002Our ref. CG/mn/ T 99
Mr Paul LevinWashington Marketing Society667 Seventeenth StreetWashington DCWA 64702
Dear Mr LevinTraining course
We are writing to you in connection with the above-metioned subject, following your article on new trends in marketing published in the December issue of the Marketing Review.
Since your ideas seem very interesting to us, we would like to invite you to deliver some lectures to our sales people within a two-week training course at the beginning of April. We are sure that the new strategy you propose for selling medical equipment will be of great interest to our people.
Could you please confirm, by 15 February 2004, if you would accept our invitation? All the other details will be discussed as soon as we receive your confirmation.
We look forward to your answer.
Yours sincerely,
Marion EvansHuman Resources Manager
Types of business letter layout
Layout patterns/ styles:
indented style
block style
semi-indented style
The indented style requires:
letterhead
inside address
complimentary close
signature block
each line be indented as compared to the line above
closed punctuation (full stops, commas, etc) is used after each element and line of these
layout items
letter body
the first line of each paragraph is indented
reference line
date line
complimentary line
are placed on the right-hand side
The block style
all layout items are placed on the left-hand side
punctuation is omitted from all the items except for the main letter body
each line of the paragraphs starts in the left-hand margin
paragraphs are separated by double space
The two patterns differ from many points of view
However, the use of punctuation in the main body of the letter is compulsory in both cases.
Combinations of the two patterns:
semi-block style - (when some elements are placed in the centre of the paper or on the
right-hand side)
semi-indented style indentation of the first line of each paragraph
full punctuation (inside address, salutation, complimentary line,
signature block and enclosure line)
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Figure 7. Indented style layout (sample).
(letter head)__________________________________
(date)______________(ref. Line) ________
(inside address)_________________ _______________ _____________ ___________
(salutation)______________________(subject line) _______________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(complimentary line)______________(signature)
(typed name)___________________(position)_________________
(Encl.)______________
Figure 8. Block style (sample).
(letter head)__________________________________________________
(date)________
(ref.line)________
(inside address)___________________________________________________________________________
(salutation)__________(subject line)_____________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
(complimentary line)____________________(signature)(typed name)__________(position)_____________
(Encl)_______________
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MAKING AN ENQUIRYComplete the following letter and then answer the questions:
1. Who writes on behalf of SUNSHINE Hotels?
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SUNSHINE Hotels10 Lion Street
7 AHD AmsterdamThe Netherlands
15 December 2003Your ref:Our ref: AC/gc/ Amst 03
The ROMFAST Bank12 Queen Mary StreetDistrict 3 BucharestRomania
Dear SirsRe: Banking services
We …1… your …2… from Mr Toma Dănescu, General Manager of "RomTour"- Bucharest, who has …3… you as one of the most reliable banks in Romania.
We are …4… the hotel…5… and our …6… of hotels is well-known …7… Europe. We have recently …8… the Romanian market, with two …9… in Bucharest and we would …10… to …11… your bank for paying …12…our staff …12…our suppliers.
We would …14… if you …14… send us …15… about the card system and credit lines you can …16… us.
We look …18… to …19… from you soon.
Yours …20…SCarlssonSteven CarlssonHead of Finance Department
2. Who is the addressee?
3. What information is given in the first paragraph?
4. What does Mr Carlson say in the second paragraph of his letter?
5. Which of the phrases below would you use to refer to Mr. Carlson’s action?
He is arranging a meeting
making payment
sorting out letters
giving a presentation
making an enquiry
making a proposal
Letters of enquiry asking for information
You make an enquiry in order to find out:
where you can find the product
how much you have to pay for it
if you can get a discount
what quantities of that product are available
how soon the supplier may honour your order
what similar products are available on the market
The paragraphs of an enquiry letter have clear functions:
ParagraphFunction Examples
1st introduction
(how you found information about the addressee: name, address, type of business etc.)
"We have found the September issue of your magazine in the library of "RomTour"-Bucharest."
"Mr. Steven Robson, Managing Director of FINDAS Corporation, one of our partners, has recommended your company to us and …"
"We have heard of your firm at the 3rd Fair of Consumer Goods in Tokyo last year."
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2nd ; 3rd giving additional information about the situation;
giving brief information about your company;
offering to give further information;
launching the request.
- "We are in the hotel industry and our chain of hotels is well-known throughout Europe"
- "Our company is involved in road building."
- "We will be happy to offer you further details."
- "We would like your comments on the possibility of organising a joint conference."
- "We would appreciate if you would consider our proposal for a partnership."
"Could you please send us your catalogue and price list?"
last paragraph
- ending the letter (a formal sentence to close politely)
"We look forward to hearing from you."
The general structure of an enquiry letter:
may begin directly with the request
information about the sender + his interest in the request made
has to indicate the source of information, which has facilitated the enquiry
A letters enquiring about people more specific
it shows clearly who you are enquiring about
describes the situation that has led to the enquiry (promotion to a top position,
new employment, a prospective merger/partnership etc.)
Recommendations:
include a set of clear questions that will help the respondent to structure the answer
accordingly
these letters should be very objective
should rely on facts
the information supplied should be used for business purposes only
getting or giving information about someone with the permission from the person
concerned
such information must be treated confidentially
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REPLIES TO ENQUIRIES
A serious businessperson will always answer an enquiry.
Answers:
- positive an order or a contract will follow
- negative (refusal)
Interested in the proposal answer it promptly!
Experienced business people move fast:
confirm the letter: orally, over the phone, by e-mail
a formal letter will be sent later
Read the enquiry reply letter below and then find in its text the parts that comply with the functions given in the list below:
a. confirming receipt of enquiry and thanking for the letter
b. expressing satisfaction for being contacted
c. giving specific information in answer to the questions in the enquiry
d. taking action
e. closing optimistically, expressing hope for future co-operation
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ROMFAST BANK23 King Ferdinand Bulevard
District 1, Bucharest Romania
20 December 2003
Your ref: SC/gc/Rom.03Our ref: OD/ms/ Amst 03
The SUNSHINE Hotels10 Lion Street 7 AHD AmsterdamThe Netherlands
Dear Mr Carlsson,Re: Your letter of 15 December 2003
Thank you for your above-mentioned letter enquiring about our banking services. As you have found out from some of our clients, our standards are high and our services prompt and efficient.
We have recently developed our range of products, including some new credit lines, which are successfully used by many large Romanian firms and foreign companies working in Romania.
We are sending you enclosed a detailed description of our products and hope that you will find them suitable for you. Please contact us by phone or e-mail if you have additional questions. Our staff will be glad to help you make the best choice.
We look forward to hearing from you soon.
Yours sincerelyODumitrescuOana DumitrescuHead of Marketing Department
2. Giving negative replies to enquiries
2.a Complete the following sentences that are often used in letters expressing refusal:
1. We are __________ that we ___________ send the goods so soon.
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2. We ________sorry ______ we ________ unable to help you ______ developing the
project.
3. We are sorry to _________you that we __________invest in hotel industry.
4. We _________ that we are __________to grant you such a big loan without third-
_______ guarantee.
5. We ____________ inform you _______ the C12 video projectors are _____ of stock.
6. We _________to inform you that the opening you are interested in was filled two weeks
ago.
7. ____________, you have failed to supply the goods as per the contract.
2.b Now fill in the paragraphs below taken from two letters of refusal:
"We …1… to inform you that we no …2… manufacture the projector type you are …3… in.
Instead, we could …4… you a similar product at an affordable …5… and significantly …6…
characteristics."
" Thank you for …1… letter …2…20 June 2004 …3… about a bank …4….
After careful …5… of your documents, we …6… to …7… you that we are …8… to help you.
…9…, you do not …10… sufficient collateral, as it results …11…your documents."
A letter of refusal
carefully worded
the general tone of the letter respect and understanding
to create a favourable atmosphere for a possible relationship in the future
Stages:
confirm receipt of the enquiry letter
express regret (for not being able to help)
give reasons for your negative answer
offer an alternative (if possible)
end on a friendly, encouraging tone
24
25
STAR Bank5 Long Street
Edinburgh3E 56 EG
Great Britain
Grungwald and Son24 Forest StreetAmsterdamThe Netherlands
Dear Mr GrundwaldReply to enquiry
Thank you for your letter …1…18 May 2002.
…2… your proposal is very attractive, we …3… that we are …4… to invest in your project for the moment.
…5… some management changes, we …6… restricted our …7… funds for a certain …8…of time. We …9… move back to our …10… investment …11… as …12… as some old …13… will …14…been …15…. We estimate that this will not …16…more …17…six months. …18… your proposal is really interesting; we can take your project as a priority at that time.
Thank you again for your…19….…20… our proposal does …21…fit you, we would like to …22…you every success in the future.
Yours …23…MBrayMary BrayHead of Investments Department
LETTERS OF COMPLAINT
Possible reasons/situations of complaint related
1. delayed delivery
2. undershipment
3. slow operations
4. inadequate invoices
5. incomplete information
6. overshipment
7. bad behaviour
8. breakdown of the IT system
9. delays in money transfer
10. non-payment
11. inadequate advice
12. slow recording of documents
13. inefficiency in manipulating documents
14. overcharging
15. delivery of the wrong goods
Conflicts are very frequent in business.
Partners interested in achieving and defending their interests and goals
When conflicts occur try to solve them amiably
without affecting the basic relationship
without damaging the professional image or position held in the business
environment
keep the costs of the conflict to the minimum
An effective way:
• let our partner know that something wrong happened
• try to find out about the causes of the mistake that have generated our
discontent
• speak or write about them
Making complaints3.a What functions do the following phrases (a -f) express?
a. "We are ready to do that if you can offer us a 2% discount for the remaining shipments."
b. " We are writing with reference to the above-mentioned contract for repair works."
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c. " We can presume that the contents of the second van were intended for another
customer."
d. " However, we regret to inform you that …"
e. " We are sorry to remind you that, if you do not replace the wrong goods within 10 days
as from the receipt of this letter, we will be obliged to refer to the Penalty Clause
stipulated in our contract."
f. " According to a previous agreement with you, we have placed the merchandise in our
warehouse and we will keep it there until you can collect it."
1. stating the subject; reference to documents (connection with the "subject
line", if expressed)
2. stating the reason of complaint;
3. suggesting possible causes of the problem;
4. stating the action you request your partner to take;
5. mentioning the action taken by you (if any)
6. making suggestions to solve the problem (special requests to compensate
you for the losses suffered; mentioning penalties if the partners may fail to
repair the situation).
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HITECH LTD.Romanian Division
The Continental HotelStr. Azurului 15, Sector 263451 Bucureşti, România
30 September 2004
Mr. Doru DinescuDirectorROMFAST Bank12 Queen Mary StreetDistrict 3, Bucuresti, Romania
Dear Mr. DinescuContract 215 of 27 March 2004
We are …1…in connection with our… 2… contract for staff payment through card systems …3…between your bank and our…4….
As …5… in the contract, your bank …6… transfer the corresponding …7… to our staff individual …8… before the 9th day of each month. Everything went quite well until June 2004 when our employees …9… about their accounts …10… credited one week after the …11…date.Since this …12… again in July and September, we wonder what has …13…with the relevant department of your bank.
…14…, we have …15… all the records and documents delivery dates for …16…our …17…staff are responsible, but everything has been …18… without …19… delay or mistake.
Since …20… in …21…payment is a very serious matter, we …22… inform you that, if you do not take …23… so as such things be completely…24…, we will be …25… to …26…to the …27…Clause in our contract and even to …28…the contract altogether.
In the hope that the situation will be …29…as soon as possible, we look forward to hearing from you.
Yours …30…Tom BellFinancial Manager
3.b Explaining the problem
Writing letters of complaint a difficult task
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explaining the problem a key function in this situation
make the reader understand his full responsibility for the negative consequences
deriving from the mistake
the letter should convey the necessary encouragement for immediate action
try to maintain the previous friendly relationship
Striking balance between irritation and politeness
the writer's ability to select adequate language
Polite negative messages:
"we are sorry but we have to remind you that……""Unfortunately,……""we regretfully inform you that……""we regret but we have to draw your attention to ……""we are sorry to inform you that……""we were surprised to find out that……"
ADJUSTMENT LETTERS
1. Match the following meanings of the verbs in italics with the sentences below:
a. regulateb. put in orderc. settling claimsd. in harmonious relations with other personse. change one's way of living, thinking, etc.
1. You have to be grateful to her for helping you to become a well-adjusted young man.2. Please do not adjust your sets! (warning on TV screen)3. Managers have to adjust themselves to new cultural contexts.4. I've checked it myself. Our partner is right. We've delivered less than agreed. We have to
send them an adjustment letter.5. The device adjusts itself to changes in humidity.
An adjustment letter is an attempt to restore the relationship and maintain the company's good reputation. As a result, its tone should be polite and reconciliatory and should help to achieve the following functions:
• confirm receipt of the complaint letter;
• explain the cause(s) of the problem;
• mention action taken so as the problem may not happen again;
• reassure the customer;
• state the steps taken in order to solve the problem;
• if a solution was suggested, give your opinion by accepting it or coming up with a
counterproposal;
• apologise for the trouble caused and end optimistically.
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-
30
ROMFAST BANK12 Queen Mary Street
District 3Bucharest
4 Oct.2004Your ref: TB/tg/ Rm 04Our ref: DD/md/ BCC
HIGHTECH Ltd.Romanian DivisionStr. Amurgului 28Sector 4Bucuresti
Dear Mr BellComplaint - Contract 215 of 27 March 2004
We …1… receipt of your letter …2… 30 September 2004, …3… the delay in …4… for your staff as per the …5… contract.
We have looked …6… the matter and found …7… that your …8…is…9…. Due to an …10…breakdown of the IT…11…, the last step of the money …12…procedure …13…not be …14…at the …15… time. Besides, in July, we …16…two persons for money tranfer …17…and it …18…some time until they got …19…with the whole system.
We are …20…very …21…for the …22…created and we …23…you that no …24…will occur from now …25…. We have taken measures that the …26…-hired persons …27…helped by an …28… officer for a period of six months. The …29…of department will increase …30…on this area of activity. Also, in …31… for the situation you have …32… through, we …33… to carry out bank operations for your staff, free of…34…, for a period of three months.
…35…again for the trouble …36…to you, we do hope that this regrettable …37… will not …38… our future…39….
Yours…40…
DDinescuDoru DinescuDirector
Clients usually request compensation for the loss incurred: a discount an additional quantity an extension of time for completion etc.
Unjustified complaints
There are situations when their claims should be rejected1. In such a case, the letter should include a paragraph stating clearly that you cannot accept
responsibility for the mistake and, consequently, no compensation will be given. 2. Rejection of complaints should be done in a polite way, no matter how firm the writer's
attitude may be.
4. Choose a suitable paragraph from column B in order to reject complaints in column A:
A B1. the quality of the flour is not the same as that agreed on; the client asks for a 3% reduction in price for the whole quantity
a. We are sorry but we cannot accept your complaint. Our experts have established that you did not observe the maintenance instructions. Therefore, we cannot assume any responsibility.
2. the printers have been installed soon after unpacking but they do not work; the client wants the printers to be replaced
b. Our people have checked the whole lot carefully and found out that the fabric has been damaged during transportation. Consequently, we cannot be kept responsible as the damage occurred in transit.
3. the whole lot of fabric must be replaced as it is stained and torn
c. We have investigated your complaint carefully. Samples of the material have been taken and tested again. They comply fully with the standard agreed on. We regret we cannot accept your complaint and, consequently, no reduction in payment will be made.
4. after three month operation, five of the washing machines bought for the hotel laundry seem to have serious defects; the client claims that the machines be replaced
d. Our experts have looked into the matter and say that the printers have not been installed according to our instructions. Therefore, we can offer you technical assistance to correct the installing defects but we do not accept to replace them.
REPORTS
What are reports?
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Why study business report writing?
A broader definition:
Reports are almost any presentation of information, ranging from the extremely formal to the highly informal.
A narrower definition:
A business report is an orderly and objective communication of factual information that serves some business purpose.
Classification criteria:
1. Subject matter
2. Time interval
3. Function
4. Formality
5. Physical factors
6. Writer-reader relationship
7. Status of authorship
8. Miscellaneous
1. Subject matter limitless possibilities e.g. in the field of accounting:
costaudittaxfinance
e.g. broad subject fields:accountingmanagementeconomicsfinanceengineeringmarketing
2. Time interval periodic reports – written regularly (daily, weekly, monthly, annually) special reports – prepared for a special assignment that is not likely to be repeated
with any degree of regularity
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3. Function Informational reports
- is little more than a bare presentation of facts on the subject;- contains no attempt at analysis;- any decision or interpretation that comes from the data presented must
be drawn by the reader himself. Examination reports
- carries the problem one step further than does the informational report;
- the writer analyzes and interprets the data;- no conclusions or recommendations
Analytical reports- presents and analyzes data;- draws conclusions from the data;- it may even arrive at recommendations.
4. Formality Formal reports – all those reports that are dressed up physically and are appropriately
worded to fit the requirements of a formal occasion. Informal reports – all reports with the makeup and wording requirements of an
informal occasion.
5. Physical factors Memorandum report:
i. concerns a routine matter that must be transmitted within an organisation;
ii. is written on specially prepared forms. Letter report:
has all the physical properties of a typical business letter;
is classified as report because of the nature of its content. Short report:a. topics that are of medium or moderate length;b. have no great need for formal presentation. Long report:a. presents relatively large problems;b. formal presentation;c. its contents are carefully organised and marked with captions;d. may require supplementary parts as an appendix, bibliography, or index.
6.Writer-reader relationship Administrative report – officially written within a business organisation to
facilitate operations. Professional report – is submitted to an organisation by outside specialists. Independent report – are frequently written by non-profit research
organizations, which write up and publish the results of a project for a public review.
7. Status of authorship Private report – written by those engaged in private business; Public report – written by employees of public institutions (e.g. government, professional
societies, colleges, etc.);
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Individual report – written by an individual without the authorization of any public or private group (e.g. a research scholar working on his own authority would present his findings in an independent report).
Miscellaneous Progress report – presents the progress of an undertaking (e.g. construction of a
bridge, an advertising campaign, etc.) Justification report – presents a decision to a particular problem. Recommendation (improvement) report – an analytical report that concludes with a
recommendation.
Classify each of the reports described below on the basis of each of the classification schemes.
a. The supervisor of a production department submits a weekly report on the output of this unit.
b. An outside sales consultant writes a 30-page report analysing a company’s sales programme and making recommendations for future action.
c. A committee appointed to study a safety programme in the plant sends its written findings and recommendations to the top administration of the company in a two-page report.
d. A researcher submits a 43-page report presenting the findings of a special investigation he has conducted for the board of directors.
e. A production worker investigates a problem for his boss and submits his findings in a one-half page report.
Structuring a report:
Points to consider:
Accurate info. presented must be factually correct;
Complete to include all the info necessary to help others make a decision
Balanced present all sides of the issue fairly and equitably;
Clear & logical clear sentence structure; selection of words; Documented properly
indicate whether you use primary or secondary sources of information; give credit to sources;
The structure:
a. an introductory paragraph/ part
Functions:
1. Puts the report in a broader context
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2. Introduces the subject/purpose and indicates why the subject is important
3. Previews the main ideas and the order in which they'll be covered
4. Establish the tone of the document and the writer-reader relationship which
An introduction could contain the following topics:
authorisation: when, how, by whom the report was authorised; who wrote the report; when it
was submitted
problem/opportunity/purpose:
scope: what is and what isn't going to be covered by the report; report's size &
complexity
background: historical conditions & factors that led up to the report;
sources and methods: sources; how samples were selected; how
questionnaires were constructed; the section builds reader confidence;
definitions: a list of terms that might not be familiar to readers along with their definitions;
limitations: factors beyond your control that affect report quality (budget limitation; schedule
constraints; limited access to information or people)
Dependence on:
Nature
Length
Circumstances
Writer-reader relationship
Example:
"The performance of the Venture line can be improved.
In the two years since its introduction, this product line has achieved a sales volume lower than
we expected, resulting in a drain on the company's overall earnings. The purpose of this report is
to review the luggage-buying habits of consumers in all markets where the Venture line is sold,
so that we can determine where to put our market emphasis."
introduces the subject (disappointing sales)
tells why the problem is important (drain on earnings)
indicates the main point of the report (review of markets where the Venture line is sold)
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b. Main body in which relevant information is presented in detail under suitable
subheadings;
explanations of a problem/opportunity
facts/statistical evidence/ trends
results of study/investigation
discussion/analysis of potential causes
advantages/disadvantages/costs/benefits of potential courses of action
procedures/steps in a process
methods and approaches
criteria for evaluating alternatives and options
conclusions & recommendations
supporting reasons for conclusions and recommendations
Example:
"During the last two weeks of May, I scouted three Bucharest locations for our spars. Diana Avram recommends these sites in her business development report which is on the intranet under "Regional reports", if you would like to review it. The three areas are existing in shopping centres.
COMPARISON OF BUCHAREST SITES
Site Space Availability Competition Visibility
Tei 200 square meters
Now Ever Entertain has begun construction (2 blocks east); no other spars within a 6 block radius
None; on the second of two retail floors in this building
Băneasa 320 square meters, with additional 100 square meters in one year
March GYMFIT (2 halls north and one west)
Poor visibility
Crângaşi Two options:400 square meters;600 square meters
Now for the larger site; May for the smaller one
One spar in the area (Flower Bay)
GET FIT(2 halls in a block north)
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SCOUTING PLANS FOR JUNE
Our schedule has been pretty tight for the last four weeks. Below you find our plan for June:
Bucharest: I will contact Bucharest Info agency to get additional data about all three sites. (we can have figures in 10 days.) Maria's team to get permission with the local authority to study future building plans in each location. I will contact Mr. Aurelian Stan from the City Hall to talk about construction restrictions.
Ploiesti: Dan Vasilescu wants us to see some sites he had located before. I shall send Dragoş Voicu or visit them myself." c. Conclusion which summarises the information given, and may include an opinion and/or
suggestion/recommendation.
do not introduce new information
if the report is intended to lead to action, state clearly what should happen
next
task assignments
set of clear conclusions
combination of conclusions and recommendations also possible
for multiple conclusions and recommendations use numbers and list them:
("The findings of the study/report lead to the following conclusions:")
Definite and tentative ways of writing
Verbs Adverbsappears to perhapsseems to possiblytends to probablymay apparentlymight likely
Definite statement:Industrialisation is viewed as a superior way of life.
Tentative statement:Industrialisation tends to be viewed as a superior way of life.
ExerciseLook at the following sentences:a. It is also likely to appear in the development of institutions.b. The ideal of economic development tends to be associated with different policy goals.c. Perhaps greater clarity can be brought to the meaning of economic development.
How would the above three sentences be written if we wanted to make them definite and not tentative.
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Model:
Report on improving project team communication
IntroductionThe aim of this report is to identify communication problems within the new project team and recommend ways of improving this communication.
FindingsTo begin with, individual interviews were held with all eight team members. Each team member also completed a questionnaire, which was designed to highlight the effectiveness of communication within the team. Several key issues arose from this feedback.1) Although individual team members meet fairly frequently to discuss the project, the outcome of these discussions is not shared among other team members. Furthermore, these individual meetings are creating mini-teams within the team. This, of course, damages team spirit.2) The eight team members are located in different parts of the building. This does not encourage contact and results in the situation outlined in Point 1.3) Team members do not make enough effort to share information by email. Messages are sent to one person only and not copied to colleagues.
ConclusionNo evidence of personnel problems was found among team members. The lack of communication is due to difficulty with procedures and location, both of which should be easy to solve.
Recommendations1) It is recommended the whole team meet on a weekly basis to share information and time together.2) Team members should remember to copy colleagues in on emails relating to the project. This may require some training with the email software.3) It has been suggested that the team attend a team-building seminar or adventure weekend. This would be a good idea.
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