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“Exciting, informative, directional, and extremely helpful are just some of the words to describe A Practical Guide to Business Writing.”Dr. Clarence Emslie, Senior English Language Teacher, Saudi Development and Training, Kingdom of Saudi Arabia
“This book is a wealth of practical information for any person who must produce short effective documents within the work environment of the early 21st century.”Michael Doherty, Director of Professional Communication Services, United Kingdom
“This book is an indispensable aid to anyone wishing to improve his or her performance in the workplace. A must for the serious student of business English and a great guide for those wishing to hone their business writing skills to perfection.”Peter Hardcastle, Curriculum & Assessment Advisor, ADNOC Technical Institute, United Arab Emirates
© 2013 Khaled Mohamed Al Maskari
Cover design by Parent Design (www.parentdesign.co.uk)
Registered officeJohn Wiley and Sons Ltd, The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom
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The right of the author to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988.
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, except as permitted by the UK Copyright, Designs and Patents Act 1988, without the prior permission of the publisher.
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Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. It is sold on the understanding that the publisher is not engaged in rendering professional services and neither the publisher nor the author shall be liable for damages arising herefrom. If professional advice or other expert assistance is required, the services of a competent professional should be sought.
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A catalogue record for this book is available from the British Library.
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Set in 11/14 pt Myriad Pro by Toppan Best-set Premedia LimitedPrinted in Great Britain by TJ International Ltd, Padstow, Cornwall, UK
A Practical Guide to
BUSINESS WRITINGWriting in English for non-native speakers
Khaled Mohamed Al Maskari
About the Author vi
Foreword by Dr. Clarence Emslie viii
Preface by Michael Doherty x
Introduction xii
What Does this Book Cover? xiv
Chapter 1 Business Writing Style 1
1. Keep your purpose, readers and content in mind 42. Keep your sentences short 53. Use positive language 74. Use linking words 95. Use simple, familiar words 136. Use the passive voice for specific reasons 187. Use bullet points and numbered lists correctly 208. Use tables and charts effectively 239. Use impersonal style when expressing opinions 2910. Avoid outdated expressions 3011. Avoid repetition 3312. Avoid turning verbs into nouns 34
Chapter 2 Business Memos 37
1. Heading 402. Purpose 403. Body 414. Conclusion 425. Closing 426. Carbon copy “CC” 43Common types of memos 45
1. To inform 452. To request 463. To instruct 474. To recommend 485. To respond 496. To complain 507. To remind 518. To show appreciation 52
Contents
A Practical Guide to BUSINESS WRITING v
Chapter 3 Business E-mails 55
1. Write a clear subject line 582. Use the “cc” button 603. Use the Out of Office Assistant 614. Use attachments for long documents 625. Keep your message short 636. Don’t use e-mail for immediate action 637. Use spell check 648. Use courteous language 659. Provide an action statement when necessary 6610. Identify yourself clearly 6711. Do not overuse abbreviations 6812. Do not use all capitals when typing 69
Chapter 4 Common Writing Errors 73
Chapter 5 Useful Business Phrases 97
1. Referring to a previous communication 1002. Requests 1023. Referring to a negative issue 1034. Enclosing documents 1055. Condolences 1066. Congratulations 1077. Apologies 1098. Recommendations 1119. Closing phrases 112
Chapter 6 Avoid Confusing Words 117
Chapter 7 Personal Business Documents 123
1. Employee request 1262. Congratulations 1383. Appreciation 139
References 145
Acknowledgements 148
Index 149
vi A Practical Guide to BUSINESS WRITING
About the Author
A Practical Guide to BUSINESS WRITING vii
Khaled Mohamed Al Maskari is an Emirati author based in Abu Dhabi, United Arab Emirates. With over 16 years of experience in the oil and gas industry, Al Maskari has held a number of leadership positions with governmental organizations in the United Arab Emirates in the field of Human Resources development and training. He has always been involved in assisting graduate students develop their business writing skills.
He won the Best Emirati Book Award 2011 for his book A Practical Guide to Business Writing, a helpful Business English guide for non-native speakers of English in the region. He has also been nominated Author of the Year 2011 by the Webpreneur Academy based in Dubai in rec-ognition of his dedication and innovations in the fields of education and entrepreneurship.
He gained a Bachelor’s degree in Electrical Engineering from Southern Illinois University, in the United States.
To learn more about Khaled’s programs, you can go to his websitewww.khaledalmaskari.com or email Khaled on [email protected].
viii A Practical Guide to BUSINESS WRITING
Foreword
A Practical Guide to BUSINESS WRITING ix
Exciting, informative, directional, and extremely helpful are just some of the words to describe A Practical Guide to Business Writing.
The content is clear and concise and, in a nutshell, it gives us some clear-cut guidelines to achieve a more accomplished communicative system in any organization.
This book can help you develop the qualities of an effective commu-nicator, and no matter where you are on the administration ladder in your company, using the examples in this book will make whatever you write and wish to communicate more effective.
It is good – very good!
Dr. Clarence Emslie
x A Practical Guide to BUSINESS WRITING
Preface
A Practical Guide to BUSINESS WRITING xi
This book contains a wealth of practical information for any person who aims to produce short effective documents within the work envi-ronment of the early 21st century.
It is not simply a guide to business writing. It does not focus on writing rituals, nor does it compare different uses of the English language for writing purposes. There is no in-depth attention to why our writing should have a certain tone, tendency or technique. There are many works in the market that accommodate such areas of business written English.
What this work offers are sensible, valuable and helpful rules for pro-ducing effective short reports, memos, letters and e-mails that are clear, concise and easy to read for the busy manager or supervisor working in the demanding setting of modern industry and commerce.
But it goes further: not only are rules offered to the inexperienced business writer, but models are proposed for various situations: apolo-gizing, complaining, requesting, describing, recommending etc.
How do you:
• Open a document?• Support your purpose?• Address different readers?• Close a document?
The solutions are here.What are the most common errors people make in business writing and how can the writer cope with these inaccuracies?
The solutions are here.What form should a written text take? Is there a format, model or tem-plate that can be utilized quickly and easily? Of course there is.
The solutions are here.If your work requires you to produce short effective documents, then you are lucky to have this work on your desk. Read it. Enjoy it. Use it.
Michael Doherty
xii A Practical Guide to BUSINESS WRITING
Introduction
A Practical Guide to BUSINESS WRITING xiii
Based on my experience in the field and my intention to assist and train fresh graduates, I conducted research which aimed at identifying techniques and tools to promote effective communication in writing. It was apparent that staff inability to write effective business letters or e-mails was their major impediment to effective communication in the workplace.
In fact, fresh graduates lack effective writing skills and may possess only moderate competence in the linguistic and rhetorical skills needed to produce appropriate, meaningful and accurate written documents in various genres. The intention to put together a set of basic principles that readers can use to write effectively was crucial.
The book, therefore, is designed for fresh graduates as well as other professionals who truly wish to develop overall proficiency in writing effective business letters and e-mails in order to communicate success-fully and with integrity in the workplace.
As most correspondence takes place via e-mails nowadays, I focused heavily on this specific medium, which I consider to be a prominent communication tool in the business environment.
This book is locally produced and meant to address the most problem-atic aspects of business letter writing. It is a comprehensive guide that takes its readers through the whole process using straightforward lan-guage accessible to all. It also gives readers an in-depth overview of the major techniques, examples, graphical and contextual supports needed to enhance their writing abilities.
xiv A Practical Guide to BUSINESS WRITING
What Does this Book Cover?
A Practical Guide to BUSINESS WRITING xv
Chapter 1, Business Writing Style:offers guidelines to different language aspects of business English, advising the writer to be directed by the purpose of the document, their relationship to the reader, and the content that satisfies the purpose and the reader.
Chapter 2, Business Memos:examines the various parts of the business memo and its basic struc-ture, offering a wide range of templates for the most common types of memo.
Chapter 3, Business E-mails:considers the various parts of the e-mail, giving rules on what to do, what not to do, and showing the writer how to make use of Microsoft facilities.
Chapter 4, Common Writing Errors:advises vigilance for common errors seen in the writing habits of others, showing how these can be detected and corrected.
Chapter 5, Useful Business Phrases:scrutinizes the document function (i.e. the purpose of the report, memo, e-mail etc.), presenting several outlines for opening, develop-ing and closing the document. Many samples for how to address the reasons for communication are provided.
Chapter 6, Confusing Words:addresses the vocabulary frequently used in everyday writing tasks, highlighting those words most commonly misused, and giving contex-tual examples to help the writer appreciate the differences.
Chapter 7, Personal Business Documents:offers a variety of samples for a range of typical business purposes, providing the business writer with practical business solutions.
APracticalGuidetoBUSINESS WRITING 1
Chapter1Business Writing Style
APracticalGuidetoBUSINESS WRITING 3
Thischapterisintendedtoprovidetipsforeffectivebusinesswritingthatcanbeappliedtoallformsofbusinesscorrespondencesuch
as:memos,faxes,reports,ande-mails.
Usethese12tipstodevelopaneffectivebusinesswritingstyle:
1. Keepyourpurpose,readersandcontentinmind
2. Keepyoursentencesshort
3. Usepositivelanguage
4. Uselinkingwords
5. Usesimple,familiarwords
6. Usepassivevoiceforspecificreasons
7. Usebulletpointsandnumberedlistscorrectly
8. Usetablesandchartseffectively
9. Useimpersonalstylewhenexpressingopinions
10. Avoidoutdatedexpressions
11. Avoidrepetition
12. Avoidturningverbsintonouns
4 APracticalGuidetoBUSINESS WRITING
1. Keep your purpose, readers and content in mind
YoushouldkeepinmindthePRCTrianglewhenwritingamemo,ane-mailorareport.Thisshowsthatthepurpose,readerandcontentofareportareallequallyimportantbutthateachisinfluencedbytheothers(seefigure1.1).
Figure1.1 PRCTriangle
Purpose
Reader Content
Beforeyoustartwritingyoure-mail,memoorreport,considerthefol-lowing points and keep in mind the PRC (Purpose, Reader, Content)Triangle(seefig1.1below).
PurposeWhatismypurpose?• Toinform • Torequest• Topersuade • Tosuggestorrecommend• Tocomplain • Toexplain• Toappreciate
ReadersWhoaremyreaders?• Supervisors • Assistants• Trainees • Technicians• Managers • Employees• Others
Content• Whatinformationdomyreaderswant?• Willmyreadersunderstandtechnicalterms?• Wouldexamples,details,orgraphicshelpthereaderstounderstand
better?
APracticalGuidetoBUSINESS WRITING 5
Long Short
Oneofthebestthingsyoucandoforyourselftoimproveyourwritingistolearnhowtocutwordsthatarenotnecessary.
25 words
Toimproveyourwriting,cutoutunnecessarywords.
8 words
Makeyouremployeessufficientlyawareofthepotentiallyadverseconsequencesinvolvedregardingthesechemicals.
14 words
Warnyouremployeesaboutthesechemicals.
6 words
Inviewofthefactthatthemotorfailedtwiceduringthetimethatwetestedit,weareatthispointintimelookingforotheroptions.
28 words
Sincethemotorfailedtwiceduringtesting,wearenowlookingatotheroptions.
14 words
Tobesureofobtainingoptimalresults,itisessentialthatyougiveyouremployeestheresourcesthatarenecessaryforcompletionofthejob.
25 words
Togetthebestresults,giveyouremployeestheresourcestheyneedtocompletethejob.
16 words
Ourintentionistoimplementtheverificationofthereliabilityofthesysteminthenearfuture.
17 words
Wewanttoverifythesystem’sreliabilitysoon.
8 words
2. Keep your sentences short
Inbusinesswriting,thefewerwords,thebetter.
Thefollowingexamples illustratehowtoremoveunnecessarywordsthatdonotaddmeaningtoasentence.
6 APracticalGuidetoBUSINESS WRITING
Long Short
Letmeknowastowhetherornotwecanstartdrillinginviewofthefactthattheproblemhasnotbeenfixedatthepresenttime.
28 words
Sincetheproblemhasnotyetbeenfixed,letmeknowwhetherwecanstartdrilling.
16 words
Weherebyadviseyou,asperyourrequest,thatwewillbeforwardingacopyofthecontracttoyouinduecourse.
23 words
Acopyofthecontractwillbesenttoyouinafewdaysasrequested.
16 words
IwillbeunabletoattendyourMay6meeting.IwouldliketosaythereasonisthatIwillbeattendingtheleadershipcourseinDubaionthesameday.
32 words
IwillbeunabletoattendtheMay6meetingasIwillbeattendingtheleadershipcourseinDubai.
20 words
Inthise-mailwehaveattemptedtoanswerallofyourquestionsandwehopethatifyouhaveanyadditionalquestionswhatsoever,pleasedonothesitatetocontactusimmediately.
31 words
Ifyouhaveanyadditionalquestions,pleasecallus.
9 words
• Trytolimityourselftooneideapersentence.• Break down longer sentences into simpler, shorter
sentences.
APracticalGuidetoBUSINESS WRITING 7
3. Use positive language
Negative Positive
Weareunabletopromoteyoutosupervisorbecauseyoudo not havetheskillsandexperiencerequiredforthisposition.
Wewillbeabletopromoteyoutosupervisorwhenyoumeettheexperiencerequiredforthisposition.
Wewill notstartrepairingyourtestequipmentuntilwereceiveadeposit.
Wewillbeginrepairingyourtestequipmentoncewereceiveadeposit.
Thisisthesecondtimethatyoudo not bothertofollowandsticktothedutyroster.
Thisistoremindyouagainthatyourattendanceisrequired.
IfyoufailtoprovidethespecificationsbytheMay1deadline,theprojectwillfail.
ByprovidingthespecificationsbyMay1,youcanbeassuredthattheprojectwillbeontime.
Youcannotreconnectwithoutloggingonagain.
Logonagaintoreconnect.
Thecorporationwill notpayunlessemployeesalsocontribute.
Thecorporationwillpayonlyifemployeescontribute.
Inbusinesswritingitisimportanttousepositivelanguageinordertogettheresultsyouwant.
Asyoucanseeintheexamplesbelow,thecolumnontherightturnsthe negative words into positive words to obtain a positive readerresponse.
8 APracticalGuidetoBUSINESS WRITING
Negative Positive
Youneglectedtosendusyourpassportcopyandthereforewecannotprocessyourrequest.
Wewillbeabletoprocessyourrequestassoonaswereceiveacopyofyourpassport.
Itisbad nottoreviewthesparepartsavailabilitybeforesubmittingaworkrequest.
Itisgoodtoreviewthesparepartsavailabilitybeforesubmittingaworkrequest.
Ihopethatyouwill notbedisappointedwiththequalityofourreport.
Iamsurethatyouwillbedelightedwiththequalityofourreport.
Thepartsyourcompanysentusthelasttimewerethewrongsize.Donotdothisagain.
Wehopethepartswillarriveasordered.
WecannotsendyourorderfromourstoreuntilJune1,2004.
YourorderwillbesenttoyouonJune1,2004.
You failedtoincludeyourcompanynumber,sowecannotprocessyourapplication.
Wewillbegladtoprocessyourapplicationassoonaswereceiveyourcompanynumber.
Thisproblemwould not havehappenedifyouhadconnectedthewiresproperlyinthefirstplace.
Thisproblemmayberesolvedbyconnectingthewiresasshowninthehandbook.
• Writewithapositiveattitudebypayingattentiontothe words and expression you choose to get theresultsyouwant.
• Sentencesshouldbepositiveunlessthereisareasontostressthe“not,”“no”or“never.”
APracticalGuidetoBUSINESS WRITING 9
4. Use linking words
Function Signals Examples
Add
itio
n
And • Yoursalaryadjustmenthasbeenreviewedandapprovedbytheoperationscommittee.
In addition • In additiontocleaningthevalve,theentiremachinewasinspected.
Also • Thepartsarecheapandtheyarealsowellmade.
Moreover • Thesupplierwilldelivertheunit.Moreover,hewillsuperviseitsinstallationonsite.
Furthermore • YouarerequestedtosubmitthedrawingfortheGasProject.Furthermore,informusofthestartingdate.
Linking words help establish clear connections between ideas andensurethatsentencesandparagraphsflowtogethersmoothly,makingthemeasiertoread.
The following table summarizes the most common group of linkingwordsusedinbusinesswriting:
10 APracticalGuidetoBUSINESS WRITING
Function Signals ExamplesCa
use
and
Effec
tBecause (of) • Theflightwasdelayedbecause
offog.
Due to • Internetusershadahardtimeaccessingthewebdue totheinternationalhackingcompetitionyesterday.
Therefore • Thepayrateisnotclearlydefined.Therefore,itisrecommendedthatthecontractshouldnotbesignedyet.
As a result • Themoraleandoverallcapabilitiesofourtraineeshaveshownaremarkableimprovementas a resultofyourefforts.
Consequently • Thesparepartsdidnotarriveontime.Consequently,Icontactedthesuppliers.
Hence • Thenumberoftraineeshasbeenincreased.Hence,weshouldmonitortheirattendanceandperformance.
APracticalGuidetoBUSINESS WRITING 11
Function Signals Examples
Cont
rast
But • Thesoftwareisexpensive,butitmeetsourrequirements.
However • ThemeetingscheduledforMondaywascancelled.However,wewillmeetsometimenextweek.
Yet • Thisisacceptable,yetitcouldbebetter.
Although • Althoughnocomplaintshavebeenreceived,wethinkthattheuseoftheinternetmustnowbemonitored.
Purp
ose
In order to • Wearewritingtoyouin order toclarifycertainconfusingpoints.
So that • Thenewemployeesmustbetrainedinapracticalhands-onmannerso thatwecanbringtheirperformanceuptoacceptablelevels.
So • Ourofficeprinterisrunninglowonink,sopleaserefrainfromprintingunimportantdocumentsforthetimebeing.
12 APracticalGuidetoBUSINESS WRITING
Function Signals ExamplesCo
nces
sion
Despite • Despitebeingissuedawarningletter,yourattendancerecordhasnotimproved.
In spite of • In spite ofpreviousmemos,privatecarownersarestillparkingtheircarsintheadministrationbuildingareas.
Alt
erna
tive
s
Either . . . or . . .
• Weplaneithertoadjustyoursalaryortopromoteyoutooperationssupervisor.
Neither . . . nor . . .
• Wehaveneitherthesparepartsnorthemanpowertocarryoutthistask.
Or • Doyouneedtoreceiveyourorderinonedayorinthreedays?
APracticalGuidetoBUSINESS WRITING 13
Big word Simple word
accrue add,gain
acquire get,buy
alleviate reduce
allocate assign
ameliorate improve
anticipate expect,await
apparent clear
apprise tell
articulate explain
ascertain findout
attain reach,meet,achieve
attributable dueto
caveat warning
cease stop,end
5. Use simple, familiar words
We write to express, not to use every word in the dictionary. Avoidusingbigwordstoconveyyourmeaningclearly.Forexample,insteadof“magnitudeandconfiguration,”say“sizeandshape.”
Alwaystrytousethesimplestwordpossible.
14 APracticalGuidetoBUSINESS WRITING
Big word Simple word
cogitate think
cognizantof awareof
commensurate equal
concur agree
confront face
consolidate combine,join
consummate completeorfinish
contemplate consider
convene meet
deem consider
designate appoint
detrimental harmful
dispatch send
disseminate give,issue,pass,send
encounter meet
enumerate list
facilitate makeeasier,help
APracticalGuidetoBUSINESS WRITING 15
Big word Simple word
furnish send,give
inception start
incombustible fireproof
initiate start
interrogate question
manifest clear,obvious
mitigate reduce
numerous many
obviate avoid
peruse review
possess own
preclude prevent
promulgate issue,publish
ratify approve,confirm
recapitulate sumup
16 APracticalGuidetoBUSINESS WRITING
Big word Simple word
reimburse payback
reiterate repeat
remunerate pay
render give,make
retain keep
reveal show
scrutinize inspect
solicit askfor,request
strategize plan
streamline update,simplify
transpire takeplace,occur
utilize use
APracticalGuidetoBUSINESS WRITING 17
Unclear Clear
Hediscernedthatthepromulgatedpolicywouldwork.
Heknewtheproposedpolicywouldwork.
Asstipulated,weextrapolatedthebudgetfiguresfortwoyears.
Asrequired,weestimatedthebudgetfiguresfortwoyears.
Willyouutilizeinstructionmanualsduringtheobligatorytrainingperiod?
Willyouuseinstructionmanualsduringtherequiredtrainingperiod?
Weanticipatethatmostoftheoptionswillbefundamentalenoughtomeetourneeds.
Weexpectthatmostoftheoptionswillbebasicenoughtomeetourneeds.
Remembertoincorporatealltheothergoodwritingprinciplesyouhavelearnedinthiscourse.
Remembertoincludealltheothergoodwritingprinciplesyouhavelearnedinthiscourse.
Avoid using difficult words when simple words willcommunicateyourmessage.
As you write, remember that the goal of business writing is tocommunicate with your readers, not to impress them with yourvocabulary.
Belowaregoodexamplesofsimplewordstobeusedratherthandif-ficultonesinordertoconveyyourmessageclearlytoyourreaders.
18 APracticalGuidetoBUSINESS WRITING
6. Use the passive voice for specific reasons
Examples:
• Smokingisprohibited.• Anewsafetypolicywasintroducedaftertheaccident.• Thenewofficesweredecoratedlastweek.• Theerrorhasbeencorrected.• ThecentrifugalpumpwasinstalledonMay12,20xx.• Procedureshavebeenwrittentoensuresafety.
Thechoicebetweenusingactiveorpassivevoiceinbusinesswritingisamatterofstyle.Mostbooksrecommendusingactivevoice.However,thereisanexceptiontothisrule.
Sometimes passive voice can be useful in an effort to sound morediplomaticandwhenyoudonotwanttohighlightthesubjectofthesentence.
When to use the passive voice?Thepassivevoiceistobepreferredinthefollowingcases:
1. Usethepassivevoicewhenyoudonotwantto identifywhoper-formedtheaction.
APracticalGuidetoBUSINESS WRITING 19
Examples:
• Profitsaredownby2%.• The incident rate in ABC Field is increasing dramatically this
yearcomparedtolastyear.• Computersalesdroppedby10%duringthesummer.• Themonthlyreportwassubmittedlate.
2. Usethepassivevoicetodescribeamistaketoavoidblaminganyoneinparticular.
3. Use the passive voice when you don’t know who carried out theaction.
Examples:
• Threecomputerswerestolenfromthetrainingcenter.• Thetrainingroomwasleftunlocked.• Thebriefcasewasstolenattheairportterminal.• Thephotocopierisbroken.
20 APracticalGuidetoBUSINESS WRITING
7. Use bullet points and numbered lists correctly
Example 2: Using bulleted lists
Iraisedyourdifficultyaboutarrivingforworkontime.Ipointedoutthat:
• your managers had done their best to take account of yourtravelproblems;and
• youhadagreedwiththemthatDubaiwasthemostconvenientplaceforyoutowork.
However,yourinitialimprovementwasshort-lived.Overthepasttwomonthsyourpunctualityhasdroppedtoatotallyunaccept-ablelevel.
Byusingbulletedlists,youdrawyourreader’sattentiontoimportantitems.
Example 1: Using bulleted lists
We are still having problems with the five new computers wehavepurchasedfromXYZComputerCompany.Theproblemswehavebeenhavinginclude:
• Twonotebookcomputerswon’tbootup.• Onemonitorcontinuestomakeahigh-pitched,whiningsound.• Twodesktopcomputersbecameinfectedwithviruses.
Since people have little time to read, set out important points in anumberedorbulletedlist.Thismakesiteasiertoscansoyourreadersgetthemeaningwithoutreadingeveryword.
When to use bulleted and numbered listsUse numbered lists when working with instructions that are to becarriedoutinsequence.Ifthesequenceofitemsisnotessential,usebullets.
APracticalGuidetoBUSINESS WRITING 21
Example 3: Using numbered lists
To: AmarJonesFrom: KhaledMohamedDate: March5.20xxSubject: ProcedureforHandlingPayrollAdvances
Thereisanewprocedure(toreflectupdatedpolicies)forobtain-ingpayrolladvances.Ouremployeeswillfinditanimprovementontheoldconfusingprocedure.Thenewprocedureisasfollows:
1. ObtainformforPayrollAdvancefromyoursupervisor.2. CompletetheformbyfillinginalltheblanksintheEmployee
Sectionform.3. Getapprovalfromyourimmediatesupervisor.4. Pickupyourcheckfromthecashier’soffice.
Example 4: Using numbered lists
To: AllEmployeesUsingXP2000ComputersFrom: HeadofInformationTechnologyDate: March5,20xxSubject: ComputerSecurityProblem
Yourcooperationisurgentlyneededtosolveaseriouscomputersecurityproblem.Toenableyoutokeepyourfilesandthoseoftheentirecompanysecure,pleasefollowthesetwoactions:
1. Keepyourpasswordprivateanddonotshareitwithanyone.2. Logontothecomputermanually.
Youradherencetotheaboveismuchappreciated.
Byusingnumbers,youaredirectingyourreadertocarryoutinstruc-tionsinsequence.
22 APracticalGuidetoBUSINESS WRITING
Put lists of items in parallel form
Weak List Improved List
Ileftmyjobforseveralreasons:• Longhours• Poorpay• Ifoundtheworktedious• Equipmentwasdangerous
Ileftmyjobforseveralreasons:• Longhours• Poorpay• Tediouswork• Dangerousequipment
Thefollowingpreliminaryworkisrequiredbeforework-over:1. Removepen-foldfence.2. Removingcrashbarrier.3. Clearcellarofsand.4. Removesafetyvalve.5. Mastervalvesneedtobe
checkedforleakage.
Thefollowingpreliminaryworkisrequiredbeforework-over:1. Removepen-foldfence.2. Removecrashbarrier.3. Clearcellarofsand.4. Removesafetyvalve.5. Checkmastervalvesfor
leakage.
• Ifthesequencematters,useanumberedlist.• Iftheorderdoesnotmatter,useabulletedlist.• Useparallelformtoachievebalancedwriting.
Useparallelformtoimprovetheclarityofyourwriting.Tomakeyourwritingparallel,usethesamegrammaticalformforall itemsina list.Inotherwords,matchnounswithnouns,verbswithverbs,andphraseswithphrases.
Example: Parallel form in lists
Herearetwoversionsofapassage.Thefirstignorestheguidelines;thesecondfollowsthem.
APracticalGuidetoBUSINESS WRITING 23
8. Use tables and charts effectively
Tables,chartsandothergraphsarequick,effectivewaysforyourreadertogetinformation.Peopledon’talwaysreadeverythinginareport,buttheyoftenlookatthevisuals.
Inthissection,wewillconcentrateonwhentousetablesandchartseffectively to enhance your written presentation and to draw yourreaders’attention.
Tables
Useatabletopresentdataandfactstoimproveclarity.
Example:
Department Current Month Year to Date
Drilling $2,000 $5,000
Inspection $1,200 $4,300
Operations $3,300 $10,000
Safety $1,200 $2,500
Technical $3,000 $5,200
Total $ 10,700 $ 27,000
Table1.1 Overtimeexpensesforalldepartments
24 APracticalGuidetoBUSINESS WRITING
Charts
Thefollowingchartsarecommonlyusedintechnicalreports:• Linechart • Piechart • Barchart • Flowchart
Line chart
Usealinecharttoshowtrenddataoverextendedtimeperiods.
Example of line chart
Figure1.2 Linechart
Average Monthly Production Year 20xx
0
200
400
600
800
1000
1200
1400
JAN
FEBMAR
APRMAY
JUN
JUL
AUGSEP
OCTNOV
DEC
Par
ts in
Th
ousa
nd
s
APracticalGuidetoBUSINESS WRITING 25
Example of pie chart
Figure1.3 Piechart
Delivery Performance
85%
15%
On Time
Late
Pie chart
Useapiecharttoshowpercentageordistributionofawhole.
26 APracticalGuidetoBUSINESS WRITING
Bar chart
Useabarcharttocompareitemswithoneanother.
Example of bar chart
Figure1.4 Barchart
Manpower Availability
55%
58%
63%
50%
52%
54%
56%
58%
60%
62%
64%
January February March April
Month
Per
cen
tag
e
Manpower
61%
APracticalGuidetoBUSINESS WRITING 27
Name Symbol Meaning
Oval Start or end of the task
Rectangular Steps
Diamond Decisions
Flow line Used to connect symbols and indicate the flow of logic
Flow chart
Useaflowcharttoshowaseriesofstepsfrombeginningtoend(e.g.procedureorprocess).
Flow chart symbols
28 APracticalGuidetoBUSINESS WRITING
Figure1.5 Flowchart
LiveDead
Yes
No
Issue IsolationCertificate
CompletePart A
Is it amultidisciplinary
task?
Yes
No
Cancel the permit
Issue highvoltage electrical
certificate
Procedure for issuing a highvoltage electrical certificate
Start work on deadequipment
CompletePart B
Sign on section Dwhen job iscompleted
Work to becarried out on H.V
equipment
Start work on liveline equipment
Sign on section Cwhen job iscompleted
Example of flow chart
Figure1.5showsthemajorsteps intheprocedure for issuingahighvoltageelectricalcertificateusingflowchartsymbols.
APracticalGuidetoBUSINESS WRITING 29
9. Use impersonal style when expressing opinions
Expressions like“I think”or“I feel”arerarelyused inbusinessreportsbecausetheyaretoopersonal.Managersarenotlookingforyourper-sonalopinionandfeeling;theyarelookingforprofessionalopinions.
Personal Style Impersonal Style
Ibelieveabonusforouremployeesshouldbebasedonemployees’performance.
Thebonusforouremployeesshouldbebasedonemployees’performance.
Iexpectthattheuseofcomputerswillmakeiteasiertocompileourmonthlyproductionreport.
Theuseofcomputerswillmakeiteasiertocompileourmonthlyproductionreport.
Ifeelcertainthatthenewplanisbetterthantheoldmethod.
Thenewplanisbetterthantheoldmethodforthefollowingreasons:
Ithinkthatbytakingthiscourse,itwillhelpimprovemywritingskills.IknowthatIwilllearnhowtouseskillsthataregoodtoknowinanyjob.
Thiscourseshouldimprovemywritingskills,teachingmeskillsthataregoodtoknowinanyjob.
IwouldliketorecommendthateveryonewearsafetybootsinthePowerStation.
ItisrecommendedthateveryonewearsafetybootsinthePowerStation.
30 APracticalGuidetoBUSINESS WRITING
Instead of this . . . Try this . . .
Pleasesendyourcommentsnotlaterthan(date).
Pleasesendyourcommentsby(date).
Pleasefindattachedherewith...
Attachedis...
Enclosedpleasefind... Enclosedis...orIhaveenclosed...
Pleasefeelfreetocontacttheundersignedon...
Pleasecallmeon...
Asperyourrequest... Asrequested...
Inaccordancewithyourrequest...
Asyourequested...
Weareherebyacknowledgingreceiptofyourorder...
Wereceivedyourorder...
Pleasebegoodenoughtoadviseme...
Pleaseletmeknow...
Iwouldbegladifyoucouldadvisemewhen...
Pleaseletmeknowwhen....
Pursuanttoyoure-mail... Accordingtoyoure-mail...
Iamwritingthise-mailtoconveymywarmestcongratulationsonyourpromotionto...
Congratulationsonyourpromotionto...
10. Avoid outdated expressions
Herearesomeclassicexamplesofoutdatedexpressionstobeavoidedinbusinesswriting.Usemodernlanguageinsteadwhichisshorterandclearer.
APracticalGuidetoBUSINESS WRITING 31
Instead of this . . . Try this . . .
Thankingyouinadvance... Iappreciateyour...
Pleasegiveyourattentiontothecontentsofenclosedbrochures.
Pleaseseetheenclosedbrochures.
Iwouldbeveryhappyifitwouldbepossibletosendme...
Pleasesendme...
Itmaybeofsomeconcerntoyoutolearnthatyourpumpisreadyfortesting.
Yourpumpisreadyfortesting.
Yourattentionisdirectedtothecontentsofenclosedbrochures.
Pleaseseetheenclosedbrochures.
Thankingyouinadvanceforcooperationinthismatter.
Thankyouforyourcooperationinthismatter.
Pursuanttoyourrequest,twocontractsareattachedhereto.
Asyourequested,twocontractsareattached.
Shouldyourequireanyfurtherclarificationpleasedonothesitatetocontacttheundersigned.
Pleasecallmeifyouhaveanyquestions.
Pleasefurnishdetails. Pleasesendmedetails.
32 APracticalGuidetoBUSINESS WRITING
Trytowriteinsimilarfashiontothewayyouspeakina business meeting. The clarity of your writing willimproveandyouwon’tsoundboring.
Instead of this . . . Try this . . .
Iregrettoinform... Iamsorry...
Permitmetosay (neveruse)
Letmetakethisopportunity (neveruse)
Asofthisdateintime Now
Inlightofthefactthat… BecauseorSince
Inviewofthefactthat BecauseorSince
Intheeventthat If
Perdiem Daily
APracticalGuidetoBUSINESS WRITING 33
Repetition Without Repetition
Ithinkthe reason whyLucashasbeenpromotedtooperationsmanagerisbecauseofhisperformance.
Lucashasbeenpromotedtooperationsmanagerbecauseofhisperformance.
Wedonothavethemanpowertocarry out the major overhaul of the gas turbineorthesparepartstocarry out the major overhaul of the gas turbine.
Wehaveneitherthemanpowernorthesparepartstocarry out the major overhaul of the gas turbine.
Iaskthe question whethertraineescanattendthegasturbinecourse.
Iaskwhethertraineescanattendthegasturbinecourse.
Eachindividual operatorwillreceiveabonusforcompletingthetaskontime.
Eachoperatorwillreceiveabonusforcompletingthetaskontime.
OurHumanResourcesdepartmentisplanning in advanceameetingtoreviewtheeffectivenessofthenewappraisalsystem.
OurHumanResourcesdepartmentisplanningameetingtoreviewtheeffectivenessofthenewappraisalsystem.
TheAugust8meetinghasbeenpostponed to a later date.
TheAugust8meetinghasbeenpostponed.
11. Avoid repetition
Repetitionmeanssayingthesamethingtwice.Thefollowingexamplesindicatethatitisagoodideatoedityourwritingtolookforrepetitionandredundantwords.
34 APracticalGuidetoBUSINESS WRITING
Inthefollowingexamples,noticehowmuchmorestraightforwardandeasytounderstandthesentencesarewhenpresentedwithastrongverbform.
Noun Form Verb Form
giveinstructionsto instruct
makeaclassification classify
carryoutaninvestigationof investigate
performanassessment assess
makeanobservation observe
conductareviewof review
makeadjustments adjust
12. Avoid turning verbs into nouns
Usingthenounformoftheverbtakesmorewordsthanusingastrongverb.Forexample,insteadofsaying“makeadecision”itismoreeffec-tivetosay“decide.”
APracticalGuidetoBUSINESS WRITING 35
Examples
Instead of Use this
Thepoliceconducted an investigationintothematter.
Thepoliceinvestigatedthematter.
Ourintentionistoperform an auditoftherecordsoftheprogram.
Weintendtoaudittheprogram.
Mybosshas an expectationthatIwillattendthePowerandGasExhibition.
MybossexpectsmetoattendthePowerandGasExhibition.
AuthorizationwasgivenbythePlanningmanagertopurchasenewcomputers.
ThePlanningmanagerauthorizedthepurchaseofnewcomputers.
Wehopeyou’rewillingtoundertake serious reconsiderationofyourposition.
Wehopeyouwillreconsideryourposition.
Thefunctionofthishandoutistheimprovementofwordywriting.
Thishandoutimproveswordywriting.
Thecommitteemade the decisiontorewardallemployeesintheProductionsection.
ThecommitteedecidedtorewardallemployeesintheProductionsection.
Theimplementation oftheplanwassuccessful.
Theplanwasimplementedsuccessfully.
Take into considerationthecostofmaintainingthedata.
Considerthecostofmaintainingthedata.
Relyontheverbtodothework.
36 APracticalGuidetoBUSINESS WRITING
Summary
Thesetipsprovidethebasicsofgoodbusinesswritingandwillalwayskeepyourwrittencommunicationssharpandeffective.
Toproduceeffectivedocuments,pleaseusethesetipseverytimeyouwrite.
1. Keepyourpurpose,readersandcontentinmind
2. Keepyoursentencesshort
3. Usepositivelanguage
4. Uselinkingwords
5. Usesimple,familiarwords
6. Usethepassivevoiceforspecificreasons
7. Usebulletpointsandnumberedlistscorrectly
8. Usetablesandchartseffectively
9. Useimpersonalstylewhenexpressingopinions
10. Avoidoutdatedexpressions
11. Avoidrepetition
12. Avoidturningverbsintonouns
APracticalGuidetoBUSINESS WRITING 37
Chapter2Business Memos
APracticalGuidetoBUSINESS WRITING 39
This chapter will assist you in preparing and writing memos thatallowyoutocommunicateeffectivelyintoday’sworkplace.
The first section explains the basic structure of a memo.The secondsectionoffersexamplesofthemostcommontypesofbusinessmemos.Itconcludesbygivingyouachecklist tokeep inmindwhenwritingmemos.
Definition of a MemoA memo is a document typically used for communication within acompany.
The Basic Structure of a Memo
1. Heading
2. Purpose
3. Body
4. Conclusion
5. Closing
6. CarbonCopy“CC”
ThebasicstructureofamemoisdiscussedinthefollowingpagesandillustratedinFigure2.1insection6.
40 APracticalGuidetoBUSINESS WRITING
To: readers’namesorjobtitlesFrom: yournameorjobtitleDate: currentdateisalwaysincluded(e.g.,February6,20xx)Subject: whatthememoisabout(bespecific)
Example:
• We refer to your memo dated May 23, 20xx regarding theorganization’supdate.
• Attached, as requested, is an updated training record for ourtrainees.
• Ithasbeennoticedthatsomeemployeesarestillsmoking inthemainoffice.
• AllsupervisorswillmeetJune3,20xxat10:00a.m.toworkouttheannualoperatingbudgetsforalldepartments.
Different companies may use other heading formatsthan the one which appears here; use whicheverformatyourcompanyprefers.
1. Heading
Theheadingsectionfollowsthisgeneralformat:
2. Purpose
Thepurposesectionprovidesabriefstatementtodirectyourreadertothepurposeofyourmemo.
APracticalGuidetoBUSINESS WRITING 41
3. Body
Thebodysectionexplainsyourrequestorresponse.Itprovidesaddi-tionaldetailstosupportthepurposestatement.
Example:
To: HumanResourcesManagerFrom: HeadofEmployeeRelationsDate: September5,20xxSubject: NewEmployees
TwonewemployeeshavebeenhiredtoworkintheHumanResources Department. Lila Hamdi will begin work onOctober1,andYassinAliwillbeginonOctober15.
Ms. Lila has worked for three years as an administrativeassistantforanothercompany.Duetoherpreviousexperi-ence,shewashiredasaProgramAssistant.
Mr.Yassinhasjustcompletedaone-yeartrainingprogramatGulfCommunityCollege.HewashiredasanAdminis-trativeAssistant.
Iwouldliketointroduceyoutothenewemployees.Pleasescheduleatimeforashortvisit.
Body
42 APracticalGuidetoBUSINESS WRITING
Examples:
• YourfeedbackontheattachedproposalbyMay10wouldbeappreciated.
• Pleasecontactmeifyourequirefurtherinformation.• Yourcooperationinthisregardisappreciated.• IwouldappreciateyourcommentsonthismatterbyMarch20,
xx.• Ilookforwardtoreceivingyourapprovalonthismatter.
4. Conclusion
Theconclusionsectionreiteratesthegoalofthememo,andstatesanyactionrequired.
5. Closing
Themostcommonclosingsare:• Sincerely,• Yourssincerely,• Regards,
APracticalGuidetoBUSINESS WRITING 43
Figure2.1 Thebasicstructureofamemo
Memorandum
1 Heading
To: readers’ names or job titlesFrom: your name or job titleDate: current dateSubject: what the memo is about (be speci�c)
2 Purpose In paragraph one, state the point or main idea of your memo.
3 BodyIn paragraph two, provide the explanation and background data to support your point if required.
4 ConclusionIn paragraph three, conclude your memo with an action statement by telling your readers exactly what you want them to do.
5 ClosingRegards,NameJob Title
6 Carbon Copy CC:
6. Carbon copy “CC”
If your memo needs to be distributed, then list those people whoshould have a copy for their information only under“cc”, but do notexpectthemtotakeanyaction.
44 APracticalGuidetoBUSINESS WRITING
Memorandum
1 Heading
To: OperationSupervisorFrom: TransportSupervisorDate: May1,2003Subject: RenewalofDriver’sLicense
2 Purpose Ourrecordsindicatethatyourdriver’slicensewillexpireonJuly30,20xx.
3 Body
PleasesubmitthefollowingdocumentsbeforeMay15,20xxinordertocompletetheprocessingformalities:• Threesetsofclearpassportphotocopies• Tworecentpassportsizephotographs.
4 Conclusion Yourcooperationinthisregardwouldbeappreciated.
5 ClosingRegards,AmarAhmedTransportSupervisor
6 Carbon Copy CC:HeadofTransport
Example
APracticalGuidetoBUSINESS WRITING 45
Example:
To: HeadofDepartmentFrom: MechanicalEngineerDate: March5,20xxSubject: Absencefromduty
This is to inform you that I was unable to report for work onTuesdayandWednesdayoflastweekduetoanillnessthatkeptmeconfinedtobed.
Amedicalcertificatefromthehospitalisattachedforyourfiles.Regards,
KhalidAliMechanicalEngineer
Common types of memos
Memosarefrequentlyused:
1. To inform
To provide information without necessarily expecting any action onthepartofyourreaders.
46 APracticalGuidetoBUSINESS WRITING
Example:
To: HeadofMaintenanceFrom: SeniorMechanicalEngineerDate: September15,20xxSubject: MaintenanceManagementcourse
Iaminterestedinattendingtheabovementionedcourse,whichwillbeheldat theHiltonHotel inDubai fromDecember8–12,20xx.
Thiscoursewillcertainlyenhancemyknowledgeofthesubjectand help me meet the maintenance challenges of ourdepartment.
Yourapprovalwouldbegreatlyappreciated.Regards,
LilaHamadSeniorMechanicalEngineer
2. To request
Toobtainpermission,information,approval,help,orassistance.
APracticalGuidetoBUSINESS WRITING 47
3. To instruct
To give information in the form of directions, instructions, orprocedures.
Example:
To: AllEmployeesFrom: ABCPlantManagerDate: April16,20xxSubjec: PrivateVehicles
Inordertominimizeroadtrafficaccidents,employeesbringingprivate vehicles to ABC plants are requested to adhere to thefollowingregulations:
1. Allprivatevehiclesshouldbeparkedinsidetheaccommoda-tioncomplex.
2. Company transportation must be used for any work withintheplant.
Yourstrictadherencetotheabovewillbemuchappreciated.Regards,
JassimHansenABCPlantManager
48 APracticalGuidetoBUSINESS WRITING
Example:
To: HeadofSafetyFrom: SeniorSafetyEngineerDate: March5,20xxSubject: ReverseParkingSensor
Ithasbeennoticedthatthenumberofaccidentsbeingreportedas a result of reverse parking has increased in the past threemonths.
Therefore, it is recommended that sensors be installed oncompanyvehiclestopreventfurtheraccidents.Regards,
HalaAliSeniorSafetyEngineer
4. To recommend
Suggestinganactionorseriesofactionsbasedonalternativepossibili-tiesthathavebeenevaluated.
Example 1
To: AllEmployeesFrom: HumanResourcesManagerDate: March5,20xxSubject: SmokingPolicy
Inresponsetomanysuggestionsbyemployeesthroughoutthecompany, we have developed a company policy that permitssmokingonlyindesignated smoking rooms.
Thispolicyappliestobothemployeesandvisitorstoouroffice.IfyouhaveanyquestionspleasecontactAliinpersonnelservicesonextension22555.
Regards,KhaledHamdiHumanResourcesManager
5. To respond
Toactinresponsetoyoursuperior’squestionsaboutsomethingrelatedtoyourwork.Also,youmayrespondtoapreviouscommunication.
Example 2
To: MechanicalSupervisorFrom: TeamLeaderDate: March5,20xxSubject: BusinessWritingCourse
In reply to your memo dated March 10, 20xx regarding theabovementioned subject, I am glad to inform you that yourrequesthasbeenapproved.
Please contact the training coordinator to make the necessaryarrangement.
Regards,AmarJassimTeamLeader
50 APracticalGuidetoBUSINESS WRITING
Example
To: TechnicalSupportManagerFrom: HeadofMaintenanceDate: June10,20xxSubject: CompressorFailure
We are having frequent failures with the two valves installedrecently in our gas facility. The problem has caused a severedeclineinourproductionrate.
I would appreciate having someone from your company comeandtakeanin-depthlookatthisproblem.
Pleaseletmeknowifyouneedmoreinformation.Regards,
MohamedHansenHeadofMaintenance
6. To complain
Toexpressdisapprovalofanunsatisfactorysituation.
APracticalGuidetoBUSINESS WRITING 51
7. To remind
Example
To: AllEmployeesFrom: HeadofPlanningDate: July10,20xxSubject: Useofcopier
Ithasbeennoticedthatsomeemployeesinthisdepartmentareusingcopiersforotherthancompanybusiness.
Allemployeesarethereforerequestedtolimittheuseofcopiestocompanybusinessonly.
Yourcooperationinthismatterisappreciated.
LilaAliHeadofPlanning
Toremindyouremployeesaboutthingswhichhavetobecompletedorthathavenotbeenfollowedupappropriately.
Example 1
To: TeamLeaderPowerFrom: PlantManagerDate: July15,20xxSubject: Letterofappreciation
Iampleasedtoconveythemanagement’sappreciationforyouractiveroleandpromptresponseingettingouroperationsbacktonormal.
Youhavedisplayedvaluableprofessionalskillsanddedicationtoyourdutieswhichareparticularlynoteworthy.
We rely upon your continued support in any such futureemergencies.
AdelHassanPlantManager
8. To show appreciation
Example 2
To: TeamLeaderPowerFrom: PlantManagerDate: July15,20xxSubject: Letterofappreciation
Wearepleasedtoinformyouthatyouhavebeenselected“SafetyEmployee of the Month” for raising your concerns about watercoolersatABCrestaurantsandsuggestingasafemethod.
Please accept a gift together with this letter as a token of theManagement’sappreciation.
AdelHassanPlantManager
Toshowappreciationandgratitudeforajobparticularlywelldone.
APracticalGuidetoBUSINESS WRITING 53
Summary
Rememberthefollowingtoptenpointswhenyouwritememos:
1. Use the proper memorandum format that your companyprefers.
2. Useaspecificsubjectlinethatsummarizesthememoclearly.
3. Useshort,simplesentences.
4. Focuseachparagraphononeidearelatedtothesubject.
5. Checkspellingwhenthedocumentiscomplete.
6. Identifyyourselfclearly.
7. Thinkofyourreader.
8. Writeitallononepage.
9. Keepitsimple.
10. Keepacopyofallcorrespondenceforfuturereference.
APracticalGuidetoBUSINESS WRITING 55
Chapter3Business E-mails
APracticalGuidetoBUSINESS WRITING 57
Today, it seemseveryone isusinge-mail forbusinesscommunica-tion.Itisaquick,easy,flexibleandfastmethodofcommunication.
Inthischapteryouwill learnaboute-mailtechniquesthatareaimedathelpingyoucommunicatemoreeffectivelyintheworkplace.
Effective e-mail techniques
1. Writeaclearsubjectline
2. Usethe“cc”button
3. UseOutofOfficeAssistance
4. Useattachmentsforlongdocuments
5. Keepyourmessageshortandtothepoint
6. Don’tusee-mailforimmediateaction
7. Usethespellcheck
8. Usecourteouslanguage
9. Provideanactionstatementwhennecessary
10. Identifyyourselfclearly
11. Don’toveruseabbreviations
12. Don’tuseallcapitalswhentyping
58 APracticalGuidetoBUSINESS WRITING
Example 1
Subject: Seminar(Not Clear)Subject: SecurityManagementSeminarheldbySiemens(Clear)
Example 2
Subject: PhotocopyMachine(Not Clear)Subject: AuthorizationforPhotocopyMachinePurchase(Clear)
Example 3
Subject: Information(Not Clear)Subject: RequestforSalaryInformation(Clear)
1. Write a clear subject line
Write the subject lines clearly to let the recipient know what themessageisabout.Whatyouwriteinthesubjectlinesshouldreflectthecontentofthee-mail.
Seetheexamplesbelowonclearandunclearsubjectlines.
APracticalGuidetoBUSINESS WRITING 59
Example 4
Subject: Budget(Not Clear)Subject: QuarterlyBudgetReview(Clear)
Example 5
Subject: Meeting(Not Clear)Subject: MonthlySafetyMeeting(Clear)
Example 6
Subject: Complaints(Not Clear)Subject: ComplaintsaboutCigaretteSmokingintheCafeteria
(Clear)
60 APracticalGuidetoBUSINESS WRITING
• “To”isexpectedtorespond.• “CC”isexpectedtoreadthemessageasinformation
only.
2. Use the “cc” button
Use the“cc:” button for those individuals who need the information,but who would not be required to reply to your e-mail or take anyaction.
Example
From: [email protected]: [email protected]: [email protected];[email protected]: SafetyTrainingModulesPresentation
Ali,
Pleasebepreparedtomakeaten-minutepresentationon“SafetyTrainingModules”toallemployeesonJune15,20xx,at10.a.m.intheconferenceroom.
Regards,
JassimMohammedSafetyManager
Inthise-mailMr.JassimrequestsAlitodeliverapresentationandhesendscopiestoHassanandLilafortheirinformationonly.
APracticalGuidetoBUSINESS WRITING 61
3. Use the Out of Office Assistant
The Out of Office Assistant automatically replies to email messagessenttoyouduringyourabsence.Byusingthistoolyoucanacknowl-edgereceiptofthemessage,andadvisethesenderwhenyouwillbebackatworkandabletorespondtotheirmessages.
How to use the Out of Office AssistantYou can use this method from any computer that runs MicrosoftOutlook.
1. ClickontheToolsmenu.
2. SelectOut of Office Assistant.
3. Click on I am currently out of the office and enter a suitablemessagetobesentinyourabsence.
4. ClickonOKtosavethesettings.
5. RepeatthesestepsandclickI am currently in the officewhenyoureturn.
Example:
From: [email protected]: [email protected]: Out of the Office Auto Reply
IwillbeoutoftheofficefromMarch10to15,attendingtheGasTurbineconference.
PleasecontactAliduringtheabovementionedperiod.
JassimHammedOperationsSupervisor
Usethisfeaturewhenyouareoutoftheoffice
forafewdaysorwhenyouareonleave.
62 APracticalGuidetoBUSINESS WRITING
Sincenotallcomputershave thesametypeofsoftware,youshouldinform readers which program or software is needed to open yourattachment.
Itisbesttoinformyourreadersoftheformatofanyattachmentsyousendifthey’reanythingotherthanbasicMicrosoftOfficefiletypes.
4. Use attachments for long documents
Example:
To: [email protected]: [email protected]: ABCCompanyProfileAttachment: ABCCompanyProfile.PDF(90K)
DearMike,
PleasefindattachedABC®CompanyProfile.Shouldyouhaveanyquestions,pleasecontactmeonmymobile:050/4434660.
Note:YourequireAcrobatReadertoopentheattachment.
Regards,
AdelAhmedConsultant
• Before sending an attachment, consider whetheryourreaderhasthesoftwaretoopenandviewthefile.
• Be careful of file sizes; use zip files for extra largeattachments.
APracticalGuidetoBUSINESS WRITING 63
5. Keep your message short
E-mailismeanttobebrief.Keepyourmessageshortandtothepoint.Use only a few paragraphs and a few sentences per paragraph. (Forfurtherinformation,seeChapter1,section2.)
6. Don’t use e-mail for immediate action
Don’tusee-mailifyouneedanimmediatereplyoraction.Rememberthatthepersonyouaresendinge-mailtomaybeinameeting,outofoffice,ortakingleaveorabsent.Foranyofthesereasons,theymaynotbeabletoreplytoyouimmediately.
For immediate responsesuseanother,morepersonallydirectmeansofcommunicationsuchasmobileortelephone.
E-mail is a great way to quickly get information tomanypeople,butmaynotbetherightanswerforallcommunications.
64 APracticalGuidetoBUSINESS WRITING
7. Use spell check
Makesureallwordsarespelledcorrectly.Spellcheckwillnotpickupwords thatarespelledcorrectly,butare misused within the context of the sentence. Forexample:
Wrong: You may wish to comment on weather theproposedplanmeetsyourrequirements.Right:Youmaywishtocommentonwhetherthepro-posedplanmeetsyourrequirements.
absence accommodate
approximately attendance
behavior colleague
committee competent
decision develop
dilemma discipline
efficiency environment
existence familiar
guarantee guidance
immediately maintenance
maneuver millennium
relevant technique
Someemployeesdonotchecktheirspellingbeforesendingane-mail.Itonlytakesafewsecondstorunaspell-checktopickupanyspellingerrors.This may influence whether your message is read, ignored orrespondedto.
Frequently misspelled business words
APracticalGuidetoBUSINESS WRITING 65
8. Use courteous language
Readthee-mailbelowandconsiderhowyouwouldfeel ifyouwerethereader.Thencompareitwiththerevisede-mailwhichiswritteninapoliteway.
Example
Original
From: [email protected]: [email protected]: WorkPermit
NogreetingIamno longer responsible fordealingwithwork permits so do not allow your staff tobringthesepermitstomyofficeanymore.
LetyourstaffcontactHassanfromnowonforallpermitmatters.
Noclosing
Impolitemessage
Revised
From: [email protected]: [email protected]: WorkPermit
DearAli,
I have just transferred to the Trainingdepartment.Please informyourstafftodealwithHassanfromnowon.Yourco-operationisappreciated.
Regards,JassimHamadTrainingCoordinator
Appropriategreeting
Positivemessage
Appropriateclosing
66 APracticalGuidetoBUSINESS WRITING
9. Provide an action statement when necessary
Attheendofyoure-mailyoushouldconcludewithanactionstate-ment.Whatspecifically,doyouwantyourreaderstodoasaresultofreadingyoure-mail?
Doyouwantthemtoreplytoyoure-mail,orisitfortheirinformationonly?
Example
To: AllemployeesCC:Subject: Virus–Caution
Wehaveidentifiedavirusintheformofanattachmentwiththeword“Love”,whichwill trytorunitself,withouttheknowledgeofyourfriends,partnersorvendors.
Therefore,donotopenanye-mailorsaveanyattachmenthavingtheword“Love,”evenif it isfromyourtrustedfriends,partners,orvendors.
Regards,
AliSalemInformationSystemManager
ActionStatement
APracticalGuidetoBUSINESS WRITING 67
10. Identify yourself clearly
Whencontactingsomeoneoutsideyourorganization,alwaysincludeyour name, occupation title, contact number and any other contactinformation.Thiswillhelpyourreadertorespondtoyoubetter.
Example
To: [email protected]:Subject: RiskManagementSeminar
DearSam,
Regarding our telecom conversation today, the Risk Manage-mentSeminarwillbeheldinDubaionMay15,16,and17.
Toregisterfortheseminar,pleasee-mail:[email protected],
AliHammedAccountsDirectorPhone:(02)232-5693E-mail:[email protected]
Includeyourname,jobtitle,phonenumberande-mail
addresswhenyousendane-mailoutsideyourcompany.
68 APracticalGuidetoBUSINESS WRITING
Example:
To: [email protected]: [email protected]: RiskManagementSeminarAttachment:
Ali,
Plzbeinformedthatuarenominated2attendtheRiskManage-mentseminarwhichwillbeheld@HiltonHotel inDubai fromMay15-20,20xx.
Letmeknowifuneedmoreinfo.Regards,
AhmedMohamedTrainingCoordinator
11. Do not overuse abbreviations
Imagineyoureceivethefollowingmessage,whichusesmanyabbre-viations.
The sender of this message uses many abbreviations such as Plzinsteadofplease,Uinsteadofyou,2insteadofto,@insteadofatandinfoinsteadofinformation.
These abbreviations are acceptable in messages to close, personalfriends,butarenotappropriateinbusinesse-mails.Theyoftenmakethereadersfrustratedwhentryingtoreadyourmessages.
APracticalGuidetoBUSINESS WRITING 69
12. Do not use all capitals when typing
Theoriginale-mailpresentedbelowisdifficulttoreadandgivesthereadertheimpressionthattheyarebeingshoutedat.Usecapitalletterstohighlightanimportantword,butdon’ttypeyoure-mailentirelyincapitalletters.
Example:
From:To:Subject: EmployeeoftheMonthProgram
DEARALI,
STARTINGINOCTOBERWEWILLBEGINRECOGNIZINGADIFFER-ENT EMPLOYEE FROM EACH DIVISION AS EMPLOYEE OF THEMONTH.SELECTIONWILLBEMADEBYDIVISIONMANAGERSANDWILLBEBASEDONTHEFOLLOWINGCRITERIA:
• PERFORMANCEOFDUTIES• ATTENDANCE• ATTITUDE
Original
70 APracticalGuidetoBUSINESS WRITING
Revised
From:To:Subject: EmployeeoftheMonthProgram
DearAli,
StartinginOctoberwewillbeginrecognizingadifferentemployeefromeachdivisionasEmployeeoftheMonth.Selectionwillbemadebydivisionmanagersandwillbebasedonthefollowingcriteria:
• Performanceofduties• Attendance• Attitude
Wouldn’tyouratherreceivetherevisedversion?
APracticalGuidetoBUSINESS WRITING 71
Summary
1. Keepyourmessageshort.
2. Makeyoursubjectlinemeansomething.
3. Start your e-mail with Dear and end with a simple closing(ThanksorRegards).
4. Alwaysspellwordscorrectly!
5. Writeinapositivetone.
6. Sign your messages with at least your name, job title andcontactnumber.
7. Don’tuseonlycapitalletters.
8. Don’tjustrelyonane-mail.Ane-mailcanbelost.Follow-upscanoftenbedoneviathetelephoneorregularmail.
9. Avoid using abbreviations unless your readers are familiarwiththeirmeaning.
10. Tellpeopletheformatofanyattachmentsyousendifthey’reanythingotherthanbasicMicrosoftOfficefiletypes.
Inorder forbusinesse-mails tobeeffective, please consider the toptentipsbeforeyouhittheSendbutton:
APracticalGuidetoBUSINESS WRITING 73
Chapter4Common Writing Errors
APracticalGuidetoBUSINESS WRITING 75
Inthischapterwepointoutsomecommonwritingerrorsthatoccurmost frequently in the workplace by giving real-life examples of
poorwritingandshowinghowthesemightbeimproved.
Asyouproceedthroughthefollowingexamples,youwilldiscoverhowtoavoidthesecommonwritingerrorsatworkandmakeyourwritingstrong and appealing to your readers. Also, you will find commentsfollowingeachexamplewhichmakeyouawareof thewritingerrorsandhowtorevisetheminabetterandeffectiveway.
Thekeypointtowritingeffectivelyispractice. Ifthisisanareayoureallyneedtoworkhardon, Isuggestyouwritealotofmemosande-mailsandletsomeoneeditthemtoshowyouhowyoucanimprovethem.
76 APracticalGuidetoBUSINESS WRITING
Example 1
MEMORANDUMTo: AllEmployeesFrom: SecurityManagerDate: June4,20xxSubject: Companyvisitors’procedures
IthasrecentlycometomyattentionthattherearevisitorstotheCompanywhopresentthemselvesanywhereortoanyonetheychoose.
Itisveryimportantthatallvisitorscheckwiththereceptionistonthe1stFloor.Thereceptionistwillcontacttheemployeethatthevisitorhascometosee,andtheemployeewillgototherecep-tionareatoescort theirvisitor.ThereshouldbenounescortedvisitorswalkingthroughtheCompany.
Ifyouhavequestions,pleasedonothesitatetocontactme.
Regards,
HajarJassimSecurityManager
Original
Comments:• Usebullet liststodirectattention.
APracticalGuidetoBUSINESS WRITING 77
MEMORANDUMTo: AllEmployeesFrom: SecurityManagerDate: June4,20xxSubject: Companyvisitors’procedures
Inordertoprotectthecompany’ssecurityaswellasthesafetyofallstaff,pleasefollowtheseproceduresforhandlingvisitstothemainoffice:
• Advisevisitorstoreporttothereceptionistonthe1stFloor.• Accompanythevisitortoandfromthereceptionandmeeting
area.
Yourco-operationinmaintainingthehighlevelofprofessional-isminourofficeisgreatlyappreciated.
Regards
HajarJassimSecurityManager
Revised
78 APracticalGuidetoBUSINESS WRITING
Example 2
MEMORANDUMTo: AllEmployeesFrom: PlantManagerDate: May15,20xxSubject: New Bus Schedule
Forallemployeeswhomusttravelbackandforthbetweentheairportandtheproductionplant,wehavedevelopedanewbusschedule.
TwobuseswilloperatebeginningJune16.Onebuswillleavethemaingateoftheairportandanotherwillleavethemaingateoftheproductionplantat8:30eachmorning.Theywillleaveeachplantevery20minutesthereafter.
Theafternoonschedulewillbeginat1:20p.m.,andthelastbuswill leave at 4:20 p.m. Note that no buses will leave betweennoonand1p.m.
Regards,
HajarJassimPlantManager
Original
Comments:• Usetablestopresentnumericaldatainconciseformandtodraw
thereader’sattention.
APracticalGuidetoBUSINESS WRITING 79
To: AllEmployeesFrom: PlantManagerDate: May15,20xxSubject: New Bus Schedule
Whom does it concernThe new bus schedule affects all employees who must travelback and forth between the airport plant and the productionplant.
Effective dateTwobuseswilloperatebeginningJune16.
Bus timingsThe following table shows the bus-timing schedule for bothbusesleavingthemaingatesofeachplantasfollows:
Morning Afternoon8:30 10:10 1:20 3:00
8:50 10:30 1:40 3:20
9:10 10:50 2:00 3:40
9:30 11:10 2:20 4:00
9:50 11:30 2:40 4:20
Note:Nobuseswill leavebetweennoonand1p.m.andthe lastbuswillleaveat4:20p.m.
Regards,
HajarJassimPlantManager
Revised
80 APracticalGuidetoBUSINESS WRITING
Example 3
MEMORANDUMTo: ProjectManagerFrom: ElectricalEngineerDate: June4,20xxSubject: AppreciationletterforGasProjectTeam
Someofmycolleagueshavereceivedaletterofappreciationforthe above project. I was very surprised to see my name notincluded in the lists, as I have been contributing not only toenhancecompanyobjectives,butalsotopaycloseattentiontoworkbeingsafelyperformedduringthisproject.
I therefore feel very upset as my input in the abovementionedprojectwasnotconsidered.
Thistypeofunfairnessleadstodemoralizationofemployeesandgoes against companies benchmarking in creating a healthyenvironmentandboostingemployeemoral.
Iamlookingforwardtoyourdecision.
Regards,
YassinAliElectricalEngineer
Original
Comments:• Control your emotionsinbusinesswriting.
APracticalGuidetoBUSINESS WRITING 81
MEMORANDUMTo: ProjectManagerFrom: ElectricalEngineerDate: June4,20xxSubject: AppreciationletterforGasProjectTeam
It has been noted that some employees involved in the Gasprojecthavenotbeenacknowledged.
Obviously, such practice is contrary to company guidelines astheyrelatetotheemployees’motivationscheme.Unfortunately,anyperceivedunfairnessmaywellcreateanunhealthyenviron-mentamongtheemployees.
Yourreplyinthismatterwouldbemuchappreciated.
Regards,
YassinAliElectricalEngineer
Revised
82 APracticalGuidetoBUSINESS WRITING
Example 4
MEMORANDUMTo: MikeHansenFrom: MohamedAfeefDate: June4,20xxSubject: AttendanceNotice
Yourworkhasbeenexcellent.However,yourabsencerecord isnowoverrulingyourworkrecord.Wehavedifficultyschedulingwhenwecannotdependonyourattendance.Wehavediscussedthissubjectwithyouseveraltimesbefore.Nowyourattendancemustmeetourrequirementsorwewillhavetoissueawarningletterifwedonotseeimmediateimprovement.
Youradherencetotheaboveisappreciated.
MohamedAfeefSeniorProjectEngineer
Original
Comments:• Useshort paragraphs.• Use one idea per paragraph to emphasize each important
concept,sothereaderwillnotgetlosttryingtounderstandyourmessage.
• Think of your reader.
APracticalGuidetoBUSINESS WRITING 83
MEMORANDUMTo: MikeHansenFrom: MohamedAfeefDate: June4,20xxSubject: AttendanceNotice
Thisistoremindyouthatyourabsencerecordhasaffectedthemanpoweravailabilityandasaresultyourcolleaguesareunabletoscheduletheirdutyroster.
Therefore, you are requested to meet the operations require-ments. A warning letter will be issued to you if we do not seeimmediateimprovement.
Youradherencetotheaboveisappreciated.
MohamedAfeefSeniorProjectEngineer
Revised
84 APracticalGuidetoBUSINESS WRITING
Example 5
MEMORANDUMTo: AllEmployeesFrom: TransportCoordinatorDate: June4,20xxSubject: RenewalofSecurityPass
You are kindly requested to renew your Security Pass threemonthsbeforeitsexpirydate;thisisinordertoavoidanydelayinobtainingitintime.
Failuretoapplywillbethesoleresponsibilityoftheemployee.ThiswillbeareminderforthatemployeewhoseSecurityPassisexpiringwithinthreemonthsoftime.
ThefollowingnecessarysupportingdocumentsarerequiredtobesubmittedpersonallytotheTransportCoordinator.
1) Adulyfilledsecuritypassrenewalidentificationform.2) 4setsofcolorpassportphotocopies.3) 4setsofsecuritypasscopies.
Foranyqueries,pleasedonothesitatetocontacttheTransportCoordinatoron43122.
Your support, cooperation, and timely action in this respectwouldbemuchappreciated.
Original
APracticalGuidetoBUSINESS WRITING 85
Important note for expatriate employeesIfyourResidencepermitexpireswithinthenext threemonths,then you must contact the Documentation Supervisor (ITS No.43122),hewillassistyoutocompletetheformalitiesofrenewingtheresidencevisa.Onceyoureceivearenewedresidencevisa,acopymustbesubmittedtotheRTCoffice.Regards,
AliAhmedTransportCoordinator
Comments:• Use headings to attract your readers’ attention to important
information• Usenumbersforeasyreference
MEMORANDUMTo: AllEmployeesFrom: TransportCoordinatorDate: June4,20xxSubject: RenewalofSecurityPass
Policy YouarekindlyrequestedtorenewyourSecurityPassthreemonthsbeforeitsexpirydate;thisisinordertoavoidanydelayinobtainingitintime.
Employee’sresponsibility
Failuretoapplywillbethesoleresponsibilityoftheemployee.ThisisareminderforemployeeswhoseSecurityPassisexpiringinthreemonthstime.
Howtorenew Pleasefollowthestepsbelowtorenewyoursecuritypass.
Revised
86 APracticalGuidetoBUSINESS WRITING
Step Action1 Getsecuritypassesrenewalidentification
documentfromthetransportoffice.
2 Fillintheformandattachthefollowing:
6recentpassportsizephotographs(backgroundhastobeinred)4setsofclearpassportphotocopies4setsofclearsecuritypasscopies
3 SubmitinpersontotheTransportcoordinator
Expatriateemployees
Ifyourresidencepermitexpireswithinthenextthreemonths,youmustcontacttheDocumentationSupervisorashewillassistyouincompletingtheformalitiesforrenewingtheresidencevisa.Onceyoureceivearenewedresidencevisa,acopymustbesubmittedtothetransportoffice.
Anyquestions?
Foranyqueries,pleasecontacttheTransportCoordinatoron43122
Yoursupportandcooperationaremuchappreciated.Regards,
AliAhmedTransportCoordinator
APracticalGuidetoBUSINESS WRITING 87
Example 6
MEMORANDUMTo: PlantManagerFrom: MechanicalEngineerDate: June4,20xxSubject: SalaryAdjustmentRequest
Iamwritingtoyoutorequestanincreaseinmymonthlysalary.IfeelthisletterisnecessarybecauseIhavenotbeenofferedanincreaseoverthelastfiveyears.
IfeelthatIamanassettothecompany.IbelieveIhaveperformedall my required duties and others to the best of my ability.TheskillsIprovidearevaluable,andI’msureyou’llagree,theyareanessentialpartoftherunningofthisbusiness.
I am looking forward for your approval and appreciate yourcomments.
Regards,
KhalidAfeefMechanicalEngineer
Original
Comments:• Avoid beginning too many sentences with“I” in your business
writing.• Keepyourparagraphsshortandto the point.
88 APracticalGuidetoBUSINESS WRITING
MEMORANDUMTO: PlantManagerFrom: ElectricalEngineerDate: June4,20xxSubject: SalaryAdjustmentRequest
ThisistorequestanadjustmenttomymonthlysalarysinceIhavenotbeenofferedanincreaseforthepastfiveyears.
Mypersonalcontributiontowardenhancingtheproductivityofthisdepartmentisattachedforyourinformation.
Yourapprovalinthismatterwouldbemuchappreciated.
KhalidAfeedElectricalEngineer
Revised
APracticalGuidetoBUSINESS WRITING 89
Example 7
To AllEmployeesCC LeadershipteamSubject MisuseofE-mailPrivilegeAttachment
Weallliketosendandreceivee-mails,butpersonalmailingsuseuptoomuchtimeandareadistractionfromourwork.
Therefore,allemployeesarerequestedtorefrainfromusingtheircompanye-mailaccountforpersonalmail.Thoseemployeeswhocontinuetoabusetheire-mailprivilegewillhavetheiraccountsrevoked.
Rememberthattheaccountwasgiventoyoutomakeyourjobeasierbyfacilitatingquickcontactwithbusinessassociates,nottomakeitpossibletocommunicatewithfamilyandfriends.
Pleaserespectyoure-mailprivilegeanddon’tabuseit,otherwiseyouriskhavingyouraccesstoe-mailsuspended.Regards,
AliSalemITManager
Original
Comments:• Keepyoure-mailmessagesshortandto the point.
90 APracticalGuidetoBUSINESS WRITING
To AllEmployeesCC LeadershipteamSubject MisuseofE-mailPrivilegeAttachment
It has been observed that some employees have taken advan-tageoftheircompanye-mailbysendingnon-businessmessagestoalargegroupofusers.
Thispracticeisunacceptableinourenvironmentanddisciplinaryaction will be taken against anyone found misusing his or here-mail.
Yourco-operationwouldbegreatlyappreciated.Regards,
AliSalemITManager
Revised
APracticalGuidetoBUSINESS WRITING 91
Example 8
MEMORANDUMTo: TransportManagerFrom: TransportOfficerDate: October10,20xxSubject: Short-termhireofbuses
I’dliketotellyouthatwearehavingabitofenginetroublewithourbusesatthemomentandI’m afraidthey’llalmostdefinitelybe off the road for a week or so.What I want to say is quite aproblemforusbecauseI’llneedthebusesnextWednesday.
So,I thinkthebestwaytogetroundthisproblemisforustohirethesamesortofbusforthetimebeingjustuntilourmechanicscangetourbusesbackontheroad.
CanyoutellmeifyouthinkthisideaisOK?
IvanNaserTransportOfficer
Original
Comments:• The language used in the above memo is appropriate spoken
English.• Donotusecontractions.
Contractionsarethewordsformedfromtwoabbreviatedwords,suchas“I’d”,“I’m”and“they’ll.”Writethewordsinfull.
• Do not use informal expressions such as“I think,”“I’m afraid,”“whatIwanttosay”and“ok.”
92 APracticalGuidetoBUSINESS WRITING
MEMORANDUMTo: TransportManagerFrom: TransportOfficerDate: October10,20xxSubject: Short-termhireofbuses
Bothbusesusedtotransportpassengersbetweenthecompanyheadofficeandthefieldsarecurrentlyunderrepairduetoengineproblems.Theyarelikelytobeoutofserviceforatleastaweek.
Therefore, it is recommended that two similar buses be hiredtemporarilyuntilourvehiclesareroadworthyagain.
Yourapprovalwouldbeappreciated.
IvanNaserTransportOfficer
Revised
APracticalGuidetoBUSINESS WRITING 93
Example 9
To [email protected] CarLoanRequestAttachment CarLoanApplicationForm
Please find attached herewith the car loan application formpursuant to your request.
Pleasecompletetheattachedformandforward to the under-signed latest by July 10, 20xxinordertocompletetheprocess-ingformalities.Regards,
MohamedHamdiHumanResourcesCoordinator
Original
Comments:Removetheold-fashioned phrasesintheabovee-mailmessageasillustratedbelow:• “Please find attached herewith”isanold-fashionedphraseand
canbereplacedby“Attached is.”• “Pursuant to your request”canbereplacedby“As requested.”• “Forward to the undersigned” can be replaced by “Send it
to me.”
94 APracticalGuidetoBUSINESS WRITING
To [email protected] CarloanrequestAttachment Carloanapplicationform
Attachedisthecarloanapplicationformasrequested.
PleasescompletetheattachedformandsendittomebeforeJuly10,20xx.Regards,
MohamedHamdiHumanResourcesCoordinator
Revised
APracticalGuidetoBUSINESS WRITING 95
Example 10
To: [email protected]:Subject: EnglishLanguageTrainingProposal
DearHamad,
As requested, I have attached a proposal 4 your employees 2come&studybusinesscommunication@ZayedUniversity.
Iwillgetintouchwithyoushortly2discussaboutyourrequire-mentsforacustomprogramme.Regards,
HajarKhaledTrainingCoordinator
Original
Comments:• AvoidusingSMSlanguageinyourbusinesse-mails.
96 APracticalGuidetoBUSINESS WRITING
To: [email protected]:Subject: EnglishLanguageTrainingProposal
DearHamad,
Asrequested,IhaveattachedaproposalforyouremployeestocomeandstudybusinesscommunicationatZayedUniversity.
Iwillgetintouchwithyoushortlytodiscussaboutyourrequire-mentsforacustomprogramme.Regards,
HajarKhaledTrainingCoordinator
Revised
APracticalGuidetoBUSINESS WRITING 97
Chapter5Useful Business Phrases
APracticalGuidetoBUSINESS WRITING 99
This chapter provides you with the most common businessphrases that are often used in business correspondence. These
phrasesaredividedintosectionsaccordingtotheirpurpose.Theideais that you can copy them directly into your day-to-day businesscorrespondence.
Common business phrases
1. Referringtoapreviouscommunication
2. Requests
3. Referringtoanegativeissue
4. Enclosingdocuments
5. Condolences
6. Congratulations
7. Apologies
8. Recommendations
9. Closingphrases
100 APracticalGuidetoBUSINESS WRITING
1. Referring to a previous communication
Example 1
With reference to your e-mail dated January 24, 20xx pleasefindattachedourcommentsregardinglastweek’sdevelopmentseminar.
Example 2
We refer to your comments regarding the fire extinguisherswhichwereraisedbythesafetyteamafterthelastsafetyinspec-tion.Iampleasedtoreportthatallfireextinguishershavebeenre-positionedandarenoweasiertoaccessincaseoffire.
Example 3
Further to our telephone conversation today, I would like toconfirmthatyourorderwillbedeliveredonMay13,20xx.Pleasecontactusagainifyourequireanyinformation.
• With reference to your [fax / memo / e-mail] dated [ ]regarding...
• I/We refer to your[fax/memo/e-mail]dated[]regarding...• Further toour[telephoneconversation/discussions],thisisto
informyouthat...• With reference toyour[fax/memo/e-mail]dated[],weare
gladtoinformyouthat...
Belowarefiveexamplesonhowtousetheabovebusinessphrases:
APracticalGuidetoBUSINESS WRITING 101
Example 4
Further to our discussions, please be informed that the auditmeetingwillbeheldonWednesday,November4,20xx,at10a.m.intheconferenceroom.
Yourattendancewillbehighlyappreciated.
Example 5
With reference to our fax dated March 15, 20xx, we are stillwaiting to hear from you concerning employee workshops forstressmanagement.
WewillappreciateyourreplybyMarch25,20xx.
Example 6
With reference to your e-mail dated January 24, 20xx regard-ingyourproposalontheRiskAssessmenttrainingprogram,wearegladtoinformyouthatyourproposalmetourrequirement.
102 APracticalGuidetoBUSINESS WRITING
• It would be appreciated if you could...• Please...• You are (kindly) requested to...• I would appreciate...
Example 1
It would be appreciated if you could approve my request toattendtheGitexExhibitionfortwodays.
Example 2
Please submit a copy of your driver’s license to the transportofficebeforeMarch15,20xx.
Example 3
You are kindly requested to review the attached documentsregarding the power upgrade project and to let me have yourcommentsbeforeMay15,20xx.
Example 4
I would appreciate receiving a copy of the financial report byJuly15,20xx.
2. Requests
Belowarefourexamplesofhowtousetheabovebusinessphrases:
APracticalGuidetoBUSINESS WRITING 103
Example 1
It has come to my notice that someemployeesresidinginthenon-smokingwingssmokeintheirrooms.Thispracticeisagainstthecompany’snon-smokingpolicy.
Therefore,residentsinthenon-smokingwingsarerequestedtostopsmoking.
Youradherencetocompanypolicyisappreciated.
Example 2
It has been noticed that some employees are removing theirofficefurnituretothenewAdministrationbuilding.
You are therefore requested to return all removed furnitureimmediatelyandhandovertheoldfurnituretotheservicescoor-dinator,Mr.Ali.
3. Referring to a negative issue
• It has come to my [attention/notice] that . . . • It has been [observed/noticed] that . . . • I /We have [ noticed/observed ] that . . .
Below are four examples on how to use the above business phrases:
104 APracticalGuidetoBUSINESS WRITING
Example 3
It has been observed that some employees are sending non-businessrelatede-mailstoalargenumberofemployees.
This istoremindeveryonethate-mail isacommunicationtoolandshouldonlybeusedforbusinessrelatedcommunication.
Thosewhowishtoshareotherinformationofvalueandinteresttosomeemployeescanusethediscussionforumwhichisavail-ableinourcompanyintranet.
Example 4
We have noticed that someemployeesareusingtheirmobilephoneswithcamerafacilityintheoilfieldarea,whichiscontrarytomanagementinstructions.
Therefore, all heads of departments are urgently requested toremind their staff to avoid using mobile phones with camerafacilities.
APracticalGuidetoBUSINESS WRITING 105
Example 1
Please find attachedacopyofthesafetytrainingmatrix.
4. Enclosing documents
• Please find attached . . . • Attached you will find . . . • Enclosed...• [We/I] enclose/attach...
Belowarefourexamplesonhowtousetheabovebusinessphrases:
Example 2
Attached you will findacopyofthesafetytrainingmatrix.
Example 3
Enclosed is a copy of the safety training matrix for yourinformation.
Example 4
We attach the updated listing of the new safety video tapesavailableonthetraining.
106 APracticalGuidetoBUSINESS WRITING
Example 2
With deep sorrow, we regret to inform you of the sad demise of the mother of Mr. Ahmed today in Lebanon. May God givehimandhisfamilythecourageandstrengthtobearthissevereloss,andmaythedepartedsoulrestinpeace.
OnbehalfofABCManagement,weexpressourheartfeltcondo-lencestothebereavedfamily.
Example 1
With deep sorrow, this is to announce the sad demise of the father ofMr.Hassan.
WetrulyhopethatHassanandhisfamilycangatherthestrengthandcourageduringthisdifficulttime.
5. Condolences
• With deep sorrow, this is to announce the sad demise of the [father/mother/wife/son/daughter] of [name]. May God blesshissoulinpeace.WeexpressourheartfeltcondolencestoMr./Ms.[name]andhisfamily.
• It is with profound sorrow, that we announce the sad demise of our colleague, [name], [job title] on [date]. Weexpressourheartfeltcondolencestothebereavedfamily.
• It is with deep regret and sorrow, that we convey the sad demise of the[brother/sister/mother/father/wife/son/daugh-ter]ofMr./Ms.[name].WeprayforthealmightyAllahtogivethebereavedfamilythecourageandstrengthtobearthisgreatloss.
Belowaretwoexamplesofhowtousetheabovebusinessphrases:
APracticalGuidetoBUSINESS WRITING 107
Belowarefourexamplesofhowtousetheabovephrasesinabusinesscontext:
Example 1
Congratulations onyourpromotiontoSupervisor.
Thispromotionisinrecognitionoftheexcellentworkyouhavedoneforthiscompany.
WeareveryconfidentthatyouwillmeetthenewresponsibilitieswhichaccompanythepositionofSupervisorwiththesamelevelofenthusiasmwhichyouhavedemonstrated.
6. Congratulations
• Congratulations on . . . • On behalf of..., I congratulate you on . . . • We congratulate you on...• Please accept my congratulations on . . .
Example 2
I am pleased to advise that with effect from June 1, 20xx, Mr.KhaledAlMaskarihasbeenappointedITManagerofABC.
Thisposition,asweallknow,isaveryimportantpositioninourorganization,wethereforerequestyour fullsupport forKhaledandhisteam.
On behalf of ABC Management, we congratulate Khaled onhisnewassignmentandwishhimeverysuccess.
108 APracticalGuidetoBUSINESS WRITING
Example 3
We congratulate you onyourrecentpromotiontoOperationsManageratABCCompany.Thisnewpositionwillpresentoppor-tunitiesthatwillchallengeyourexperienceofthepast10yearsinthefield.
WehopeyouwillcontinuetokeepABCCompanyanintegralpartof your plans for growth. Best wishes for a successful future asOperationsManager.
Example 4
Itwaswithgreatpleasurethat I readofyourpromotiontothepositionof[position]with[nameoffirm]!
Iamsureyourfirmhasmadeaverywisechoiceandthatyouwillexcelinyournewroleas[position].
Please accept my congratulations onyourpromotionandmyverybestwishesforyourcontinuedsuccess.
APracticalGuidetoBUSINESS WRITING 109
Example 1
We are sorry to inform you thatweareunabletomakedeliveryontheabovereferencedpurchaseorderonthedateindicated.
Please accept our apologies for this delay and thank you foryourunderstanding.
Example 2
Due to changes and events beyond our control,wewillpost-poneourmeetingforthisweekandmeetnextMonday,February20,20xxattheconferenceroom.
Please accept our apologies for any inconvenience this has caused you.
7. Apologies
• We are sorry to inform you that. . .• Due to circumstances beyond our control we are sorry to
inform you that. . .• Please accept my apologies for the . . . • We apologize for . . . • We are sorry for any inconvenience.
Belowaresixexamplesofhowtousetheabovebusinessphrases:
Example 3
Please accept my apologies formissingthesafetymeetingonDecember15,20xx.
I had planned on attending this meeting but my wife had anemergency.
110 APracticalGuidetoBUSINESS WRITING
Example 4
We apologize forthewayyouweretreatedbyouraccountingdepartment.
Undernocircumstancesshouldacustomerbeshownanythingbutexcellentservice.
Thankyouforbringingthisproblemtoourattentionandwearetakingstepstoavoidthiskindofbehaviorinthefuture.
Example 5
ThisistoinformyouthattheAirportroadwillbeclosedforoneweektoconstructroadhumpsstartingfromMay4,20xx.
Appropriate signboards and flashlights will be made availableduringtheaboveperiodtoalertthedrivers.
We apologize for any inconvenience and thank you for yourpatience.
Example 6
PleasebeinformedthattheafternooncliniconTuesday,June7,20xxwillbeclosedat8:00p.m.(insteadof9:00p.m.)foropera-tionalreasons.
Thedutydoctorwillbeon-callforanyemergencies.
We are sorry for any inconvenience.
APracticalGuidetoBUSINESS WRITING 111
Example 1
This isto informyouthatthebookingfor indoorcyclingattheABCclubhassignificantlyincreased.Asaresult,manymemberswereunabletousethisequipment.
Therefore, it is recommended thatextramachinesbebroughtintofulfillallmembers′needs.
Example 2
This isto informyouthatthebookingfor indoorcyclingattheABCclubhassignificantlyincreased.Asaresult,manymemberswereunabletousethisequipment.
I therefore recommend bringing extra machines to fulfill allmembers′needs.
8. Recommendations
• It is [recommended/suggested/proposed] that specifica-tionsshouldbechanged.
• I would like to [recommend/suggest/propose] that weshouldchangethespecification.
• I would like to [recommend/suggest/propose]changingthespecifications.
Belowaretwoexamplesonhowtousetheabovebusinessphrases:
112 APracticalGuidetoBUSINESS WRITING
• Your co-operation in this matter would be greatly appreciated.
• Your [co-operation/support] would be appreciated.• Your support would be greatly appreciated.• Your reply by . . . would be appreciated.• Please [contact/call] me if [you have any questions/you
require any information]• [I/We] would appreciate your [comments/reply/feedback]
on this matter by . . . • Your adherence to the above is appreciated.• I look forward to receiving your approval on this matter.
Example 1
It has been noticed that some employees are removing theirofficefurnituretothenewAdministrationbuilding.
You are therefore requested to return all removed furnitureimmediatelyandhandovertheoldfurnituretotheservicescoor-dinator,Mr.Ali.
Your co-operation in this matter would be greatly appreciated.
9. Closing phrases
Herearenineexamplesonhowtousetheabovebusinessphrases:
APracticalGuidetoBUSINESS WRITING 113
Example 2
Ihaverecentlynoticedthat it isbecomingincreasinglydifficulttomaintaincleanlinessandorderinthesupplyroom.
Itiseveryone’sresponsibilitytokeepthesupplyroomneatandtidy.
Your co-operation would be appreciated.
Example 3
PleasebeinformedthatoursupervisorMr.Khalidisinvolvedinmanyactivities.Sinceheissobusy,Iwouldliketosuggestthatyouhandlethepowerupgradeproject.
Your support would be greatly appreciated.
Example 4
Pleasesendusmoreinformationconcerningyourdirectdepositoption as well as the monthly paperwork required to releasefundsfordirectdeposit.
Your reply by May 15, 20xx would be appreciated.
114 APracticalGuidetoBUSINESS WRITING
Example 6
Thisistoremindyouthatyourannualperformancereviewisduenextmonth.Ihavescheduledareviewmeetingwithyouinmyofficeat11a.m.onMonday,February15,20xx.
Please call me to confirm whether you can attend the meeting at the above time and date.
Example 7
IhavereceivedapersonalinvitationtoattendthePowerGenera-tionExhibitionwhichwillbeheldfrom19thtill21stMay20xxattheDubaiInternationalExhibitionCenter.
I would appreciate yourapprovaltoattendthisexhibition.
Example 5
Attached is the outline of an upcoming course on Health andSafetywhichwillbeheldfromMarch27–31,20xxinDubai.
Please contact me if you have any questions.
APracticalGuidetoBUSINESS WRITING 115
Example 8
Thisistoremindyouthatyourabsencerecordhasaffectedthemanpoweravailabilityandasaresultyourcolleaguesareunabletoscheduletheirdutyroster.
Therefore, you are requested to meet the operations require-ments. A warning letter will be issued to you if we do not seeimmediateimprovement.
Your adherence to the above is appreciated.
Example 9
ThisistoinformyouthatacareerdevelopmentconferencewillbeheldonMay15–20,20xxattheSheratonHotel.
The conference would certainly enhance my knowledge andallow me to exchange practical ideas with the participants.Therefore, it would be appreciated if I could attend thisconference.
I look forward to receiving your approval on this matter.
APracticalGuidetoBUSINESS WRITING 117
Chapter6Avoid Confusing Words
APracticalGuidetoBUSINESS WRITING 119
Thischapterhighlightswordsthataremostcommonlymisusedineverydaywritingtasks,andgivescontextualexamplestohelpthe
writerappreciatethedifference.
Here is a list of these easily confused words, along with their actualmeaningandexamplesoftheircorrectusage.
Accept Except
Acceptmeans“toreceive.” Exceptmeans“notincluding.”
Pleaseacceptmygift. Wefoundeverythingexcepttherightdocument.
Access Excess
Accessmeans“admittance,awayofapproach.”
Excessmeans“largeramountthanneeded.”
Noonehadaccesstotheoffice.
Thecontractwasinexcessof$1million.
Advice Advise
Advice(noun):isan“opinionaboutwhatshouldbedone.”
Advise(verb):means“torecommend.”
Theinstructorgavegoodadvice.
Theofficeradvisedthedrivertoslowdown.
Affect Effect
Affectisusuallyaverbmeaning“toinfluence.”
Effectisusuallyanounmeaning“result.”
Thecostwillaffectthefinalcontract.
Hisopinionhadnoeffectonmydecision.
120 APracticalGuidetoBUSINESS WRITING
Believe Belief
Believe(verb) Belief(noun)
Ibelieveabonusforouremployeesshouldbebasedonemployees′performance.
IhavebeeninformedthattwoemployeesattheABCbranchdonoteatcertainmeatsduetotheirreligiousbeliefs.
Complement Compliment
Complementmeans“tocompletesomething.”
Complimentmeans“praise”or“congratulate.”
Thatbluetiecomplementsthegreyshirt.
Mr.Alicomplimentedusonourefficientoffice.
Co-operation Corporation
Co-operationmeansworkingtogether.
Corporationisabusinessorganization.
Pleaseextendourthankstoyouremployeesfortheirco-operation.
OurcomputersoftwarecorporationisinterestedinfindinguniqueWebsitedesigners.
Farther Further
Use“farther”torefertophysicaldistance.
Use“further”tomeanadditional.
Thenewofficesupplystoreisfartherfromourofficethanweexpected.
Aliwillprovidefurtherinformationabouttheworkstationatthenextmeeting.
APracticalGuidetoBUSINESS WRITING 121
Insure Ensure
Insuremeans“toprotectwithinsurance.”
Ensuremeans“tomakecertain.”
Iinsuredmyhouseagainsttheftfor$10,000.
TheoperatormustensurethatvalvesAandBareneveropenatthesametime.
Moral Morale
Moralreferstoethicalbelief. Moralemeansspirit.
Khalid’sstrongmoralsensepreventedhimfromcheating.
Themoraleoftheemployeeshasincreasedsincetheyreceivedabonus.
Patience Patients
Patience:self-control,endurance
Patients:sickpeople
Hehasnopatiencewithsmallchildren.
Thedoctormustvisithispatientsatthehospital.
Personal Personnel
Use“personal”whendiscussingsomethingrelatingtoaparticularperson.
Use“personnel”todiscussthestaffofanorganization.
Leaveyourpersonalbelongingsoverthere.
Thepersonneldepartmenthasyoursalaryrecord.
Practice Practise
Practiceisthenoun(BritishEnglish).
Practiseistheverb.
Thepracticehasbeencancelled.
Hemustpractiseeveryday.
122 APracticalGuidetoBUSINESS WRITING
Precede Proceed
Precedemeans“tocomebefore.”
Proceedmeans“togoforward.”
Weknewthatthekeynotespeakerprecededthespeakerwewantedtohear.
Wedecidedtoproceedwiththeproject.
Stationary Stationery
Stationary(adjective):havingafixedplace
Stationery(noun)referstoofficesupplies.
Asecurityguardstandsinastationaryposition.
Couldyougotothestoreandgetmesomestationery.
Weather Whether
Weather:thetemperatureorconditionsoutside.
Whether:usedwhentalkingaboutachoicebetweentwopossibilities.
Thetripwascancelledduetobadweather.
IamwritingtofindoutwhetheryouhaveroomsavailableintheSheratonHotelinthesecondweekofMay.
APracticalGuidetoBUSINESS WRITING 123
Chapter7Personal Business Documents
APracticalGuidetoBUSINESS WRITING 125
Thischaptercoversthemostcommonpersonallettersthatyoucanfamiliarizeyourselfwithforyourowncorrespondenceneeds.These
lettershavebeendividedintothreecategories:
• Employee’srequestletters• Congratulationletters• Appreciationletters
126 APracticalGuidetoBUSINESS WRITING
1. Employee request
Course or conference request (sample 1)
To:From:Date:Subject: Report Writing Course
Aspartofmycareerdevelopment,Iaminterestedinattendingthe above mentioned course, which will be held in [Location],from[Date]to[Date].
Thiscoursewillcertainlyenhancemyknowledge,andenablemetogainpracticalskillsthatwillbevaluableinmyfield.
Yoursupportwouldbegreatlyappreciated.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 127
Course or conference request (sample 2)
To:From:Date:Subject: Career Development Conference
ThisistoinformyouthataCareerDevelopmentConferencewillbeheldon(Date)in(Location)atthe(Location).
The conference would certainly enhance my knowledge andallowmetoexchangepracticalideaswiththeparticipants.
Therefore, it would be appreciated if I could attend thisconference.Regards,
[Name][JobTitle]
Car loan request
To:From:Date:Subject: Car Loan Request
ThisistoinformyouthatIamcurrentlyemployedasa(JobTitle)since(Date).
Itwouldbeappreciated ifyoucouldconsidermyrequest foracarloaninordertoavoidbankinterestrates.
Yoursupportwouldbeappreciated.Regards,
[Name][JobTitle]
128 APracticalGuidetoBUSINESS WRITING
Leaving due to illness
To:From:Date:Subject: Leaving due to illness
Asyouknow, Ihavebeenveryunwell forsometimenowand,as a consequence, feel that I am unable to work for (Name ofCompany)anylonger.
This was not an easy decision and took a lot of consideration.However,pleasebeassuredthatIwilldoallIcantoassistinthesmoothtransferofmyresponsibilitiesbeforeleaving.
Iwishbothyouand(NameofCompany)everygoodfortuneandIwouldliketothankyouforhavingmeaspartofyourteam.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 129
Moving to another company
To:From:Date:Subject: Moving to another company
IhavedecidedthatitistimetomoveonandIhaveacceptedapositionelsewhere.Thiswasnotaneasydecisionandtookalotofconsideration.However,IamconfidentthatmynewrolewillhelpmetoachievesomeofthegoalsIhaveformycareer.
Pleasebeassuredthat Iwilldoall Icantoassist inthesmoothtransferofmyresponsibilitiesbeforeleaving.
Iwishbothyouand(NameofCompany)everygoodfortuneandIwouldliketothankyouforhavingmeaspartofyourteam.Regards,
[Name][JobTitle]
130 APracticalGuidetoBUSINESS WRITING
Mobile phone request
To:From:Date:Subject: Mobile Phone Request
ThisistodrawtoyourattentionthatmyjobrequirementsdictatethatIusemypersonalmobileforbusinesscommunication.
I seekyoursupport toprovidemewithamobilephoneasperthecompanypolicy.Regards,
[Name][JobTitle]
Patient accompany request
To:From:Date:Subject: Patient Accompany Request
Thisistoinformyouthatmy(father)hasbeenhospitalizedinthe(Name)Hospital
My(father’s)treatmentwillbecarriedoutoverseasanditcouldtakeafewmonthsuntilrecovery.
Therefore,Iamseekingyoursupportandapprovaltoaccompanymy(father)tohelp(him)asindicatedinthemedicalreport(seeattached).Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 131
Resignation letter (sample 1)
To:From:Date:Subject: Resignation
ThisistoinformyouthatIhavedecidedtogobacktomycountryduetopersonalproblems.
Ihaveworkedwith(NameofCompany)since(Date)and ithasbeenapleasureworkingfor(NameofCompany).Ifeelitistimetolookforfurtherchallengesinadditiontobeingwiththefamily.
Pleaseacceptmyresignationas(JobTitle),effectivefrom(Date).
Thankyou for the rewardingexperience Ihaveenjoyedduringmy(seven-year)associationwiththeorganization.Regards,
[Name][JobTitle]
Resignation letter (sample 2)
To:From:Date:Subject: Resignation
As required by my contract of employment, I give you (fourweeks)noticeofmyintentiontoleavemypositionas(JobTitle).
Iwishbothyouand(NameofCompany)everygoodfortuneandIwouldliketothankyouforhavingmeaspartofyourteam.Regards,
[Name][JobTitle]
132 APracticalGuidetoBUSINESS WRITING
Resignation letter (sample 3)
To:From:Date:Subject: Resignation
It is with deep regret that after (eight) years with (Name ofCompany),Imustresignmyposition,effective(Date).
Financial considerations, and family obligations, require that Iacceptapositionthatdemandslesstravelandtimespentawayfromhome.
The opportunity for growth and continuing challenges offeredby(NameofCompany)inthesepast(eight)yearshavebeenofgreatpersonalandprofessionalvaluetome.Iwillmisstheper-sonalclosenessandtheconsiderationshownbyallmembersofthecompany.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 133
Resignation letter (sample 4)
To:From:Date:Subject: Resignation
I have accepted a position as (New Job Position) at (Name ofCompany). I am looking forward to my new position and thechallengesthatawaitme.
Pleaseacceptmyresignationas(JobTitle),effective(Date).
Iappreciatehavinghadtheopportunitytoworkforsuchafinecompany.Iwishyouandtheorganizationcontinuedsuccess.Regards,
[Name][JobTitle]
Salary raise request (sample 1)
To:From:Date:Subject: Salary Raise Request
This is to request an adjustment in my monthly salary since Ihavenotbeenofferedanincreaseoverthelast(five)years.
IhaveperformedallmyrequireddutiestothebestofmyabilityandtheskillsIprovideareanessentialpartof(Mechanical)section.
Yourconsiderationandapprovalinthismatterwouldbegreatlyappreciated.Regards,
[Name][JobTitle]
134 APracticalGuidetoBUSINESS WRITING
Salary raise request (sample 2)
To:From:Date:Subject: Salary Raise Request
Iappreciatetheopportunity Ihavehadduringthepast (three)yearsofservingas (JobTitle).Thispastyearhasbeenanespe-ciallychallengingbusinessenvironment,andIhaveeveryhopethatthesuccessachievedwillcontinueforthenearfuture.
Hereisalistofmymostsignificationcontributionstothedepart-mentandthecompanyinthepastthreeyears:
• ............• ............
Iamconfident thatyouwillofferasalary increase that reflectsmyinputandmystandinginthedepartment.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 135
Study leave request (sample 1)
To:From:Date:Subject: Study Leave Request
This is to inform you that I have been accepted for a one yearprogramscholarshipfrom(NameofCompany)togetaMaster’sdegreein(BusinessAdministration).
Therefore, I would appreciate if you could allow me to take astudy leave with pay or with half pay for the abovementionedperiodtosupportmyfamilyduringmyabsencewhileonstudyleave.
Yourconsiderationandsupportinthismatterwouldbegreatlyappreciated.Regards,
[Name][JobTitle]
136 APracticalGuidetoBUSINESS WRITING
Study leave request (sample 2)
To:From:Date:Subject: Study leave Request
This is to bring to your attention that I wish to complete mystudiesat the (Nameof theCollege).Thiswillhelpmeachievesome of the goals I have for my career and benefit (Name ofCompany)inreturn.
Your support in granting me study leave would be greatlyappreciated.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 137
Study leave request (sample 3)
To:From:Date:Subject: Study Leave Request
Aftercompletionof(six)yearsin(ABC),IfeelthatIneedtomoveforwardtofurthercontinuemyeducationat(NameofCollege).
Iamsurethat(ABC)managementteamiscommittedtoenhancethepotentialofUAENationalstodeveloptheirskillsinordertomeet(ABC)businessneeds.
Therefore,Iwouldgreatlyappreciateitifyouwouldconsidermyrequestfavorablyandassistmycareerdevelopment.Regards,
[Name][JobTitle]
Transfer request
To:From:Date:Subject: Transfer Request to the Main Office
Thisistodrawyourattentiontothefactthatmy(mother’s)healthconditionisgettingworsewhichisaffectingmyfamily lifeandmycareeraswell.
I would appreciate your understanding and support for myrequesttotransfermetothemainoffice.Regards,
[Name][JobTitle]
138 APracticalGuidetoBUSINESS WRITING
Promotion (sample 1)
To:From:Date:Subject: PromotionCongratulations on your promotion to (Job Title). I know howhard you have worked to earn the recognition you presentlyenjoyat (NameofCompany),and I feel that theyhavemadeaverywisechoice.
Please accept our best wishes for your success in your newposition.
[Name][JobTitle]
2. Congratulations
Promotion (sample 2)
To:From:Date:Subject: PromotionItwaswithgreatpleasurethat I readofyourpromotiontothepositionof (JobTitle)with (NameofCompany). Iamsureyourfirmhasmadeaverywisechoiceandthatyouwillexcelinyournewroleas(JobTitle).
Please accept my congratulations on your promotion and myverybestwishesforyourcontinuedsuccess.
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 139
Appreciation (sample 1)
To:From:Date:Subject: Appreciation
Iappreciatedyourprompttime-keepingandexcellentperform-anceduringyourtrainingperiod.
Wearedelightedtocongratulateyouonhavingsetanexampleto many others during your training period and we recognizeyourdedicationandcommitment.
I hope that you will continue to maintain a good performancerecordandwishyouallthesuccessincompletingyourtrainingperiod.Regards
[Name][JobTitle]
3. Appreciation
140 APracticalGuidetoBUSINESS WRITING
Appreciation (sample 2)
To:From:Date:Subject: Appreciation
Iwouldliketoconveymysincereappreciationtoyouforhandingover the Lost & Found money in the pool car on (Date) to theappropriatedepartment.
Yourhonestyisremarkable.Itsetsafineexampletoothersandalsohighlightsthedutyoftheindividual.
Weapplaudyourhonestyandconveythegratitudeoftheowner.
[Name][JobTitle]
Appreciation (sample 3)
To:From:Date:Subject: Appreciation
Iwouldliketotakethisopportunitytoconveyourgreatappre-ciationforyourdedicationtoyourworkduringthelast(...)years.
Youplayavitalroleinouroperationstomaintainasafeworkingenvironment.
Wetrustthatyouwillcontinuetoprovidesuchexcellentserviceinthefuture.Regards
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 141
Appreciation (sample 4)
To:From:Date:Subject: Appreciation
Wearepleasedtonoteyourkeeninterestandactiveparticipationduringthefinalcommissioningphaseofthe(NameofProject)
Yourdedicationandenthusiasmtolearnareindeednoteworthy.
Wewouldtakethisopportunitytoconveyourappreciationforyourdedicationandlookforwardtoyourcontinuedprogressinthefuture.Regards
[Name][JobTitle]
142 APracticalGuidetoBUSINESS WRITING
Appreciation (sample 5)
To:From:Date:Subject: Appreciation
I am pleased to advise you that your attendance and trainingrecordsrevealprompttime-keeping,excellentperformanceandconsistentprogress.
Iwouldliketotakethisopportunitytoconveyourappreciationof your dedication to your work and of your compliance withcompanypolicies.
Wehopethatyouwillcontinuetomaintainthisgoodpracticetoaccomplishyourtrainingperiodsuccessfullyandsetanexampletomanynewentrants.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 143
Appreciation (sample 6)
To:From:Date:Subject: Appreciation
It gives me great pleasure to note your outstanding efforts for(....)inasafeandprofessionalmanner.
Iwouldliketotakethisopportunitytocongratulateyouonyourhardworkandhopethatyouwillkeepupthesamespiritinordertodealwithfuturechallenges.Regards,
[Name][JobTitle]
Appreciation (sample 7)
To:From:Date:Subject: Appreciation
Ihavegreatpleasureinacknowledgingyourcontributionduringtheoverhaulactivitiesof(Projectname).
Yourmotivation,dedicationandsafetyawarenesswilldefinitelycontributetoaccomplishingourobjectivesonschedule.
Iwouldliketotakethisopportunitytoconveyourappreciationofyourinitiativeandhopethatyouwillkeepupyourdedicationandhardwork.Regards,
[Name][JobTitle]
144 APracticalGuidetoBUSINESS WRITING
Appreciation (sample 8)
To:From:Date:Subject: Appreciation
Thisletteristoacknowledgetheeffortmadeandassistanceyouhavegiventomakethesafetycampaignasuccessfulandrecog-nizedevent.
I would like to take this opportunity to express the manage-ment’s appreciation and to wish you every success in futureevents.Regards,
[Name][JobTitle]
APracticalGuidetoBUSINESS WRITING 145
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Bailey, E.P., Plain English at Work. New York: Oxford University Press(1996)
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Beer,David,andDavidMcMurrey,A Guide to Writing as an Engineer.NJ:JohnWiley&Sons(1997)
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Billingham,Jo,Editing and Revising Text.Oxford:OxfordUniversityPress(1998)
Bond, Alan, Over 300 Successful Business Letters for All Occasions. NY:Barron’sEducationalSeries(1998)
Brown, Ralph, Making Business Writing Happen: A Simple and Effective Guide to Writing Well.Allen&Unwin(2003)
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Munter,Mary,Guide to Managerial Communication.SixthEdition.UpperSaddleRiver,NJ:PrenticeHall(2002)
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148 A Practical Guide to BUSINESS WRITING
I would like to thank Dr. Clarence Emslie, Senior English Language Teacher working for Saudi Development and Training in the Kingdom
of Saudi Arabia for encouraging me to write this book and I do appreci-ate his valuable input and feedback.
I also thank Michael Doherty, Director of Professional Communication Services in the United Kingdom for his valuable input and recommen-dations.
Many thanks to Peter Hardcastle, Curriculum and Assessment Advisor in ADNOC Technical Institute (ATI) in Abu Dhabi, United Arab Emirates for his constructive feedback.
I am grateful to the many colleagues at work for their feedback without which this book would not have been in its present shape.
Finally, I thank my family for their love, understanding and support during the process of writing this book.
Acknowledgements
APracticalGuidetoBUSINESS WRITING 149
abbreviations68,71accept/exceptdistinction119access/excessdistinction119actionstatements66activevoice18addition9advice/advisedistinction119affect/effectdistinction119“also”,useof9alternatives12“although”,useof11“and”,useof9apologies32,109–10applications,processing8appreciation,showing52,80–1,139–44approval,askingfor114,115“asaresult”,useof10attachments62,71attendance7,82–3
barcharts26“because”,useof10believe/beliefdistinction120bereavement106bigwords13–17blame,avoiding19bulletpoints20,22,76–7“but”,useof11
capitalletters69,71carloanrequests93–4,127carboncopy(“cc”)
e-mails60memos43
causeandeffect10charts24–8
Index
claritye-mailsubjectlines58–9improving32parallelform22simplewords17tables23
closingphrases112–15co-operation,appreciationof112–13co-operation/corporationdistinction
120complaints50complement/complimentdistinction
120concession12condolences106conferencerequests46,115,126–7confusingwords119–22congratulations
lettersof138modernandoutdatedexpressions30usefulphrases107–8
“consequently”,useof10contentofwriting4contractions91contrast11copies,keeping53courseorconferencerequests46,115,
126–7courteouslanguage65
deadlines7“despite”,useof12difficultwords13–17documents123–44
congratulations138e-mailattachments62
150 APracticalGuidetoBUSINESS WRITING
employeerequests126–37enclosing105lettersofappreciation80–1,139–44
“dueto”,useof10
e-mails55–71abbreviations68,71actionstatements66attachments62,71capitalletters69,71“cc”button60courteouslanguage65identifyingyourself67,71lackofimmediateresponse63OutofOfficeAssistant61personalmail89–90,104practisingyourwriting75PRCTriangle4referringtopreviouscommunication
100,101shortmessages63,71,89–90spellchecks64subjectline58–9,71
effect/affectdistinction119“either...or...”,useof12emotions80–1employees
attendance7,82–3EmployeeoftheMonthprograms
70lettersofappreciation80–1,139–44negativeissues103–4payrollprocedures21perceivedunfairnessby80–1PRCTriangle4promotions7,107,108,138remindersto51requestletters126–37welcomingnew41
enclosingdocuments105ensure/insuredistinction121
except/acceptdistinction119excess/accessdistinction119expenses23expressions
informal91outdated30–2,93
farther/furtherdistinction120filetypes62,71flowcharts27–8“furthermore”,useof9
headings40,43,85–6“hence”,useof10“however”,useof11
identifyingyourself67,71illness,leavingdueto128immediateresponses63impersonalstyle29“inaddition”,useof9“inorderto”,useof11“inspiteof”,useof12inconvenience,apologizingfor109,
110informalexpressions91information,giveninmemos45instructions84–6
memos47numberedlists20,21,86
insure/ensuredistinction121
language,courteous65leavingthecompany
duetoillness128movingtoanothercompany129resignationletters131–3
linecharts24linkingwords9–12lists20–2,86longsentences95
APracticalGuidetoBUSINESS WRITING 151
meetings101,109,114memos37–53
basicstructureof39,43body41,43closing42,43commontypesof45–52commonwritingerrors76–88,91–2conclusion42,43definitionof39heading40,43practisingyourwriting75PRCTriangle4purpose40,43toptenpoints53
mistakes,avoidingblamefor19mobilephonerequests130moral/moraledistinction121“moreover”,useof9movingtoanothercompany129
negativeissues103–4see alsoproblems
negativelanguage7–8“neither...nor...”,useof12nouns22,34–5numberedlists20,21,22,86numericaldata78–9
opinions,expressing29“or”,useof12orders,sending8OutofOfficeAssistant61outdatedexpressions30–2,93
paragraphse-mails63linkingwords9memos53shortandclear82–3,87–8
parallelform22passivevoice18–19
patience/patientsdistinction121patientaccompanyrequests130personal/personneldistinction121personalstyle29piecharts25politeness65positivelanguage7–8,71practice/practisedistinction121practice,writing75PRC(Purpose,Reader,Content)Triangle4precede/proceeddistinction122previouscommunication,referringto
100–1problems8,20,50,103–4promotions
lettersofcongratulations138positiveandnegativelanguage7usefulphrases107,108
purposelinkingwords11memos40,43ofwriting4
questions,memoresponsesto49
readers4,17,53receipt,acknowledgementof30recommendations48,111referringtopreviouscommunication
100–1reminders51repairs7repetition33reports4,8requests126–37
carloan93–4,127courseorconference46,115,126–7memos46mobilephone130modernandoutdatedexpressions30,
31
152 APracticalGuidetoBUSINESS WRITING
patientaccompany130salaryadjustment87–8,133–4studyleave135–7transfer137usefulphrases102
resignationletters131–3responsestoquestions49
salaryadjustmentrequests87–8,133–4sentences
e-mails63linkingwords9long95short5–6,53
shortsentences5–6,53simplicity
memos53simpleandfamiliarwords13–17
“so”,useof11“sothat”,useof11software62spellchecks64spelling
e-mails64,71memos53
stationary/stationerydistinction122studyleaverequests135–7subjectlines
e-mails58–9,71memos53
symbols,flowchart27–8
tables23,78–9thanks
lettersofappreciation139–44memos52modernandoutdatedexpressions31
“therefore”,useof10timetables78–9transferrequests137
usefulphrases97–115apologies109–10closingphrases112–15condolences106congratulations107–8enclosingdocuments105negativeissues103–4recommendations111referringtoapreviouscommunication
100–1requests102
verbs22,34–5visitors76–7
weather/whetherdistinction122words
confusing119–22frequentlymisspelled64linking9–12simpleandfamiliar13–17unnecessary5
writingstyle1–36bulletpoints20,22,76–7charts24–8impersonal29linkingwords9–12numberedlists20,21,22,86outdatedexpressions30–2,93parallelform22passivevoice18–19positivelanguage7–8,71purpose,readersandcontent4repetition33shortsentences5–6,53simpleandfamiliarwords13–17tables23,78–9verbs34–5
“yet”,useof11