Effective Written Business Communication

Effective Written Business Communication

How gracious are You,our God for giving us everything in this life.

You Provide us with a meaningful existence,answer all our needs and guide us till the end.

How gracious are You, our God How gracious are You, our God for endowing us unselfishly for endowing us unselfishly with creative minds with creative minds and skillful hands.and skillful hands.

You fashioned us You fashioned us to be stewards of Your land to be stewards of Your land and gifted us and gifted us with immeasurable talents.with immeasurable talents.

May we share May we share these talents these talents and use them fruitfullyand use them fruitfullyin our seminar/workshop today.in our seminar/workshop today.

We come to You, O Lord,We come to You, O Lord, and implore your Divine and implore your Divine

assistance.assistance.

May Your spirit of Truth, May Your spirit of Truth, Peace and Love Peace and Love

descend upon us descend upon us as we begin this as we begin this

undertaking.undertaking.

May we work together in May we work together in harmony harmony -knowing that You -knowing that You are in our midst;are in our midst;

-being confident being confident that Your spirit abides that Your spirit abides in us to give us strengthin us to give us strengthand guidance.and guidance.

Send the light of Your Holy Spirit upon us,so that we may be able to apply the knowledgewe will learn from this experience.

WE ASK ALL OF THESETHROUGH JESUS CHRISTOUR LORD. . . . AMEN


Effective Written Business CommunicationEffective Written Business

Communication


Bayang magiliw Perlas ng Silanganan

Alab ng puso Sa dibdib mo'y buhay

Lupang hinirang Duyan ka ng magiting

Sa manlulupig Di ka pasisiil

Sa dagat at bundok Sa simoy at sa langit mong

bughaw;

May dilag and tula At awit sa paglayang minamahal.

Ang kislap ng watawat mo'y Tagumpay na nagniningning,

Ang bituin at araw niya’y Kailan pa ma'y di magdidilim.

Lupa ng araw, Lupa ng araw, ng luwalhati't pagsinta, ng luwalhati't pagsinta,

Buhay ay langit Buhay ay langit sa piling mo; sa piling mo;

Aming ligaya na pag Aming ligaya na pag may mang-aapimay mang-aapi

AngAng mamataymamatay

ng dahil sa iyo.ng dahil sa iyo.



Communication


Welcome&

Introduction of the

Participants

Sr. Maria Lourdes Mendiola, SSpSHuman Resource Development Officer

Effective Written Business

Communication


Communication

The Charade Experience &

The Multiple Choice Activity

by Melissa Novenario

& The Class

Rules of the Game

You are going to look for

the answers to our activity from

the list below.

a.PLACES

b.THINGS

c.PEOPLE

d.LETTERS

The Complete List for PLACES

officespost officehomebuildingschoolchurchrestauranthotel

canteen

lobbyreceptioninstitutioncorporationdepartmentvenuehall

ballpenpaperenvelopesstampsprintercomputertablefoldernotebook

keyboard

pencil

typewriter

ink

messages

records

files

Documents

....

The Complete List for THINGS

senderreceiverclientcustomerleaderpresidentmanagerofficerpostman

organizerrepresentativesupervisorprincipalfriendemployeeemployerpartner

The Complete List for PEOPLE

…..

Thank You Letter

Solicitation Letter

Letter of Apology

Application Letter

Letter of Request

Memorandum

Excuse Letter

Friendly Letter

Letter of Proposal

Resignation Letter

Order Letter

Termination Letter

Letter of Inquiry

The Complete List for LETTERS

….

This means that if we say PLACES, your answer will be one of the words found under the category, PLACES.

If we say, THINGS, your answer will be one of the words found under the category, THINGS.

The same is true for PEOPLE and LETTERS.

....

2. The leader of the activity will show motions/movements, to suggest what word is indicated from a certain category.

....

3. At the start of any word, the leader has to emphasize how many words there are in every answer by signaling one finger for one word, two fingers for two words and three fingers for three words.

....

4. Similarly, the leader has to indicate the number of syllables for every word by using her right hand to symbolically cut her left hand according to the number of syllables. One cut would mean one syllable, two cuts-two syllables, etc.

5. All words are in ENGLISH.

....

6. The group, or anybody from the group, who will first shout the correct answer will be acknowledged as the one to receive the 5 points.

One proctor (from our team ) for every group, will declare the person, or the group, who has shouted the correct answer first.

....

7. The group who has the highest number of points will be declared winner to receive the prize.

....

The Complete List for PLACES

officespost officehomebuildingschoolchurchrestauranthotel

canteen

lobbyreceptioninstitutioncorporationdepartmentvenuehall

ballpenpaperenvelopesstampsprintercomputertablefoldernotebook

keyboard

pencil

typewriter

ink

messages

records

files

Documents

....

The Complete List for THINGS

senderreceiverclientcustomerleaderpresidentmanagerofficerpostman

organizerrepresentativesupervisorprincipalfriendemployeeemployerpartner

The Complete List for PEOPLE

…..

Thank You Letter

Solicitation Letter

Letter of Apology

Application Letter

Letter of Request

Memorandum

Excuse Letter

Friendly Letter

Letter of Proposal

Resignation Letter

Order Letter

Termination Letter

Letter of Inquiry

The Complete List for LETTERS

….

“In business, communication is

everything.” - Robert Kent



Communication


Importance of Effective Written

Business Communication

A business letter is a form

of communication.

Importance # 1:

* The letter carries the message of the organization to customers, employees, suppliers, government and media.

* It promotes a product, service or organization.

* It relays information within the business or it deals with legal and similar issues.

A business letter may convey the following impressions:

- many subtleties are conveyed

- impressing the reader

- providing images

- providing non-verbal clues

Importance # 2:

Impressions that the writer may leave to the reader

based on the letters received:

a) intelligent

b) caring

c) concerned

d) competent

e) careful

f) considerate

g) attentive to details

h) creative

i) humorous

j) organized

k) customer-focused

l) stable

Similarly, the receiver of the letter, will answer and will leave the following impressions

to the first sender:

a) careless

b) unconcerned

c) incompetent

d) unknowledgeable

e) superficial

f) unintelligent

A business letter functionsas an ambassador.

Importance # 3:

A business letter is an ambassador because:

*The letter represents the sending company.

A business letter is an ambassador because:

*The letter ensures that there are no misunderstandings and confusions that can result to conflicts.


Communication


Communication


A business letter is a cultural practice.

Importance # 4:

* Why does the business letter present a cultural practice?

It presents a cultural practice because it reflects the culture of the workplace or the company where the letter comes from.

Importance # 5:

A business letter functions

as a promotional tool.

Why is a business letter a form

of promotional tool?

The business letter is a tool for promotion since it approaches prospective clients and brings new clients to the organization.

….

Importance # 6:

A business letter functions

as a reference.

Why is a business letter a form of reference?

It is a form of reference because just in case a client refuses to accept some issues discussed, the business letter is a good reference to prove him/her otherwise.

…



Communication


People create their own People create their own success success

by learning what they by learning what they need to learnneed to learn

and then by practicing and then by practicing it it

until they become until they become proficient at it. proficient at it.

PARTS PARTS OF AOF A

BUSINESS LETTERBUSINESS LETTER

Heading(Letterhead

)

Letterhead Contains:

address of the sender all information about the address

of the sender

* written usually in four lines or more

EXAMPLE

COLLEGE of the HOLY SPIRIT of MANILA

163 E. Mendiola Street, San Miguel, Manila

Philippines, 1005

Tel. No. 7356021 Loc. 405

e-mail: [email protected]

Dateline

-It states the date when the letter

was written

February 28, 2009

EXAMPLE

Inside Address

address of the recipient of the letter.

EXAMPLE

SR. FLORENCIA TUBAÑA, SSpS

Directress

College of the Holy Spirit of Tarlac

San Sebastian Village, Tarlac City

Philippines, 2300

Greeting (Salutation)

a. it normally begins with the word "Dear" and it always uses the person's last name.

b. the greeting in a business letter always ends in a colon.

Official Business Title for a woman, married or single

Dear Ms. Suarez:

Dear Mr. Maestro:

Official Business Title for a man, married or single

There are variations to the

religious people because their first name are used as a greeting following the word Dear.

EXAMPLES

Dear Sr. Florence:

Dear Fr. Angel:

The Body

The first paragraph of the letter is the purpose for writing the letter.

The second paragraph is an explanation to the first paragraph.

The third paragraph is expressing what action will happen after the receiver has read the letter.

Greetings!

We, the members of the English Club, are offering our services to the employees of our institution through a seminar / workshop entitled “Effective Written Business Communication”. (first paragraph expressing the purpose of the letter)

This training aims to develop the skills of the members of the English Club in Public Speaking and the skills of the employees in Business Letter Writing. (second paragraph explaining the first paragraph)

We have attached sheets of necessary information relevant to the activity. We will visit you in your office to discuss, further, this proposal. (third paragraph expressing the action expected after the letter has been read by the receiver)

More power!

COMPLIMENTARY CLOSE

It is the short, polite closing

It always ends with a comma ( , )

Only the first letter of the first word is capitalized.

a. Respectfully yours,

b. Very truly yours,

c. Sincerely yours,

d.Truly yours,

Accepted closing phrases are:

Signature

a. Sender’s complete name written mechanically (not initials) with signature over it.

b. Usually written four spaces below the complimentary close

EXAMPLE

AshleymjavierAshley M. Javier

Courtesy Copies

(Carbon Copies)

receiving copy of the letter where the recipient affixes his / her signature indicating receipt of the letter.

Attachmentor

Enclosure

needed documents for special purposes that the sender attaches to or encloses in the letter.

EXAMPLEMODULE 1

INTRODUCTION A. Definition of Business Letter B. Importance of Business letter C. Tips in Business Letter WritingLECTURE D. Hand Written vs. Type Written E. Basic Formats F. Parts of a LetterACTIVITIES Activity # 1 Briefing Activity # 2 Question and Answer Activity # 3 Group Work Activity # 4 Assessment on the strength and

weaknesses in Business Letter Writing

SUMMARY

College of the Holy Spirit of Manila163 E. Mendiola Street, San Miguel, Manila

Philippines, [email protected]

July 29, 2009

SR. MARIA LOURDES MENDIOLA, SSpSHuman Resource Development Officer

Dear Sr. Malou:

We, members of the English Club, are offering our services to the employees of our institution through a seminar / workshop entitled “ Effective Written Business Communication.”.

This training aims to develop the skills of the members of the English Club in Public Speaking and the skills of the employees in Business Letter Writing.

We have attached sheets of necessary information relevant to the activity. We will visit you in your office to discuss further this proposal.

Respectfully yours,

danicalacayaguiflorDanica AguiflorPresident of the English Club

Attachments / Enclosures (5)

Cc:_____________

Heading

Dateline Inside Address

Salutation

Body

Attachments

Complimentary Close

Signature

Copy Furnished


Communication


Communication


The art of art, the glory of expression

and the sunshine of the light of

letters, is simplicity.

-Walt Whitman

Basic Format of Business Letter

Writing

Full BlockBlock

Semi BlockSimplified

DETAILS

Full Block

2 lines

2 lines

2 lines

2 lines

2 lines

3-4 lines

Full Block

What to remember?

1. All lines are set flushed with the left margin

Ex.

2. No paragraphs are indented

Ex.

Block

2 lines

2 lines

2 lines

2 lines

2 lines

3-4 lines

Block

What to remember?

1. Date line is set flushed

with the right margin

Ex.

Date

2. Inside address, salutation, reference lines and paragraphs are set flushed with the left margin

Inside address, salutation, reference lines and paragraphs

Ex.

3. Complimentary close and signature line are aligned with the date

Complimentary close

Signature line

Ex.

Semi Block

2 lines

2 lines

2 lines

2 lines

2 lines

3-4 lines

Semi Block

What to remember?

1. Date line is set flushed with the right margin

Ex.

Date

2. Inside address, salutation, reference lines and paragraphs are set flushed with the left margin

Inside address, salutation, reference lines and paragraphs

Ex.

3. Paragraphs are indented

Ex.

4. Complimentary close and signature line are slightly to the right of the page’s center

Complimentary close

Signature line

Ex.

Simplified

6 lines

3 lines

3 lines

4-5 lines

4 lines

Simplified

What to remember?

1. No salutation or complimentary address

X

X

2. All lines are set flushed with the left margin

Ex.

3.Date line is six lines below the letterhead

6 lines

4. Inside address is four or more lines below the date line

4 lines

5. Subject line is typed in all caps, three lines below the inside address and above the body of the letter

SUBJECT3 lines

3 lines

6. Writer’s name and title are typed in all caps, four or five lines below the body of the letter

4-5 lines

Writer’s name and title

Sample MemoTo: All Staff MembersFrom: Heady the Head Honcho Date: June 1, 2006 Re: New Memo Format Effective June 1 2008

In order to make interoffice communications easier, please adhere to the following guidelines for writing effective memos:

• Clearly state the purpose of the memo in the subject line and in the first paragraph.

• Keep language professional, simple and polite.

• Use short sentences. • Use bullets if a lot of information is

conveyed. • Proofread before sending.• Address the memo to the person(s) who

will take action on the subject, and CC those who need to know about the action.

• Attach additional information: don’t place it in the body of the memo if possible.

Please put this format into practice immediately. We appreciate your assistance in developing clear communications. If you have any questions, please don’t hesitate to call me. Thank you.

Thank You!


Communication


Communication


““Sending a Sending a letter is the letter is the best way to best way to

go go somewhere somewhere

without without moving moving

anything anything but your but your heart.”heart.”

Types of

Business Letters

Business-to-Business-to-business Typebusiness Type

Business-to-clientBusiness-to-client TypeType

Appreciation LetterAppreciation Letter CongratulationsCongratulations Letter of RecognitionLetter of RecognitionLetter of ReferenceLetter of ReferenceRecommendationRecommendation

Invitation letterInvitation letter Letter of creditLetter of creditLetter of interestLetter of interest

Donation letterDonation letter Termination letterTermination letter

Business MemorandumBusiness Memorandum

Welcome Letter Apology Letter

Appreciation LetterCollection Letter

Invoice Letter TemplateMarketing LetterRejection Letter

Business-to-business typesBusiness-to-business types are intended are intended

for company to company for company to company communication.communication.

Appreciation LetterAppreciation Letter

- a letter of gratitude and - a letter of gratitude and appreciation for help appreciation for help extended, extended,

or a good business deal. or a good business deal.

CongratulationsCongratulations

- is a letter that praises - is a letter that praises the recipient for a job the recipient for a job well- done.well- done.

Letter of RecognitionLetter of Recognition - a written statement of - a written statement of recognized efforts similar recognized efforts similar to an appreciation letterto an appreciation letter. .

Letter of ReferenceLetter of Reference

- is a character reference - is a character reference letter. letter.

It is a letter building up It is a letter building up the character of a person the character of a person to be accepted in a job. to be accepted in a job.

RecommendationRecommendation

- is an endorsement letter to - is an endorsement letter to hire a certain person. hire a certain person.

Sympathy letterSympathy letter

- is a letter of condolences - is a letter of condolences to a person or family. to a person or family.

Invitation letterInvitation letter

- is a letter persuading a - is a letter persuading a person or a company to person or a company to join an event or an join an event or an occasion. occasion.

Letter of creditLetter of credit

-is a way of endorsing a -is a way of endorsing a certain business to be certain business to be considered a credit loan. considered a credit loan.

Letter of interestLetter of interest

- a reply to an invitation - a reply to an invitation that confirms presence on that confirms presence on the event/occasion. the event/occasion.

Donation letterDonation letter

- a letter asking for donations. - a letter asking for donations.

Termination letterTermination letter

- signifies someone's desire to - signifies someone's desire to leave a job permanentlyleave a job permanently

Business memorandumBusiness memorandum

- notices that are distributed to the - notices that are distributed to the staff. They are reminders of company staff. They are reminders of company activities, or imminent changes in the activities, or imminent changes in the company. company.

Welcome Letter - welcomes the client and

thanking him for choosing the company.

Letter of Appreciation - thanks the client for having

business with the company.

Apology Letter - asks the client for

reconsideration, and apologizes for failing to deliver.

Collection Letter

- notices outstanding

payments due.

Invoice Letter Template

- this is asking the clients to state the invoice number of their transactions.

Letter of Invitation

- inviting a client to join

a certain gathering.

Marketing Letter- is stating the newest products that the company will provide soon or is presently providing.

Letter of Acceptance

a)acceptance of business invitationb)acceptance of delayed delivery of ordered goodsa)acceptance of request for discount

Letter of Acknowledgement

a)acknowledgement of complaintb)acknowledgement of orderc) acknowledgement of payment

Letter of Apology

a) apology for accounts errorb) apology for faulty goodsc) apology for unavailable goods

Letter of Complaints

a)complaint about faulty goodsb)complaint about delivery

of damaged goodsa) complaint about media features

Letter of Cancellations

a) cancellation of business eventb) cancellation of meetingc) cancellation of order

Letter of Compliments

a) compliment about productsb) compliment about servicec)compliment to colleague

Letter of Condolences

a)condolences on business closureb)condolences on death of a colleaguec) condolences on illness

Letter of Confirmations

a)confirmation on agreementb)confirmation of dispatch goods c)Confirmation of a meeting agreement


Communication


Activity # 1

WORKING***BREAK TIME***


Communication


Do’s & Don'ts in

Letter Writing

Don'twrite the name

of the addressee

in small letters

Wrong:

Mr. Ruel Espino

Improved:

MR. RUEL ESPINO

Don'tend your salutation

with a comma.

Dear Mr. Espino,

Dear Mr. Espino:

Don't send generic letters.

Thank you for all the help you have given me with my job search.

I especially appreciate the information you have provided me. Your assistance has been invaluable to me during this process.

Again, thank you so much. I greatly appreciate your generosity.

Do personalize your letter.

Thank you for all the help you for helping me find a job in the College of the Holy Spirit of Manila.

I appreciate the advice you have provided. Your recommendation to Sr. Maria Lourdes, Mendiola, SSpS has been very helpful to me.

Again, thank you very much.

Don'tgive long introductions

Since you sent us the fund for our Family day that we have received last Tuesday, we would like to express our most sincerest gratitude.

We thank you for having been our sponsor for Family Day’09.


Communication


Communication

Don't be careless in using words

with negative tones.

By the way, the reason I’m dashing off this quick note is to follow up on your suggestion to contact you about our new line of connectors that can increase the efficiency of your online PC connections.

I’ve checked into our WhamJet connector product as solution to your online connectivity efficiency problem we discussed at the Mendiola Consortium meeting on July 3rd. Enclosed are specs and product info for review as you requested.

Don't fill up margins

with forgotten ideas

___________________________________________________

______________________________________________________

____________:

______________________________________________________________________________________.

_____________________________________________________________________________________________________________________________.

__________________________________.

______________

____________________________

Doadd an extra sheet

to the letter.

Don't use lined paper

or half-sheet of paper.

Don't refold the letter.

Be sure to fold it

correctly the first time.

Don't end your letter passively.

My resume, which is enclosed, contains additional information on my experience and skills.

Respectfully yours,

My resume, which is enclosed, contains

additional information on my experience and skills.

Thank you for your time and consideration. I look forward to speaking with you about this exciting opportunity.

Respectfully yours,

Don't write anonymous letters

MR. RUEL ESPINOHRD OfficerEspino Travel Agency

Dear Mr. Espino:

I, an employee of Espino Travel Agency, would like to file a complaint against Mr. _______ for having said malicious words and doing violent acts against me for this month.

MR. RUEL ESPINOHRD OfficerEspino Travel Agency

Dear Mr. Espino:

I, an employee of Espino Travel Agency, would like to file a complaint against Mr. _______ for having said malicious words and doing violent acts against me for this month.

Respectfully yours,Louie Afable

Do sign the letter in ink

Respectfully yours,

_Maria Makiling_Maria Makiling


Communication


Communication


LetterLetterofof

SolicitationSolicitation

One way of raising funds/means in any organization is through a solicitation letter.

This is a letter that you This is a letter that you send to offices, extended send to offices, extended family, current and past family, current and past friends, neighbors, old friends, neighbors, old college roommates, your college roommates, your favorite teacher from favorite teacher from fourth grade and just fourth grade and just about anybody else about anybody else

who comes to mindwho comes to mind.

However, not all solicitation letters are responded positively and not all solicitation letters guarantee good results. Hence, there is a need for an effective solicitation letter to reach the desired goals.

1. The first thing to know is the

Purpose of the letter.

- this makes sure that you don’t digress from the reason why you are communicating with an organization or a person in the first place and you can write the content of the letter accordingly.

2.Be sure to include your name of organization, exact address with ZIP code, and telephone number on the letterhead.

College of the Holy Spirit of Manila163 E. Mendiola St., San Miguel, Manila

Philippines, 1005Tel # 735-60-21/22

Example :

3. There must be two spaces between

the Letterhead and the inside address.

College of the Holy Spirit of Manila163 E. Mendiola St., San Miguel, Manila

Philippines, 1005Tel # 735-60-21/22

( 2 spaces)

September 14, 2009

( 2 spaces)

MR. JUAN DE LA CRUZMarketing SupervisorSterling Corporation, Inc.Kamuning, Quezon CityPhillipines

EXAMPLE :

4. The letter begins with a Salutation.

Dear Mr. De la Cruz:

EXAMPLE:

Dear Ms. Martinez:

5. Then we come to the important part of the letter, The Body of the Letter.

First paragraph should introduce your purpose (to solicit).

The second paragraph must summarize the activity to be held and its benefit for in just a few sentences.

And the third paragraph must include the means on how the recipient of the letter can reach you.

6. The next aspect to consider are Enclosures.

If you are attaching any documents along If you are attaching any documents along with the letter, please mention that at the end of with the letter, please mention that at the end of the letter, after the Closing, in the format:the letter, after the Closing, in the format:"Encl:" followed by the list of the documents. "Encl:" followed by the list of the documents.

7. Closing Remarks

In the In the Closing RemarksClosing Remarks section, you section, you create a platform for further create a platform for further interaction with statements such as interaction with statements such as "Looking forward to hearing from "Looking forward to hearing from you", and "Please feel free to you", and "Please feel free to contact us with any queries, contact us with any queries, comments or suggestions“. comments or suggestions“.

8. Closing of the Letter.

A simple, "Yours sincerely", or a "Sincerely" should be followed by your signature, name and designation.


Communication


Oh Alma Mater Kind and Oh Alma Mater Kind and DearDear

We sing your praises We sing your praises

far and nearfar and near

At home and school, At home and school,

on land and seaon land and sea

The thought of you The thought of you

is dear to meis dear to me

Oh CHS in joy we sing Our hearts with love

to you we bringStand, stand for the CHS

for truth in love!Stand, stand for the CHS

for truth in love!

Someday when far from you we roam

Our thoughts will surelytravel home

And memories sweet will be to me

Those dear old days that used to be




for truth in love!

Your loyal children Your loyal children Here we stand Here we stand

With you we link our With you we link our hearts and handhearts and hand

Beneath your banner Beneath your banner here today here today

The pledge of loyalty The pledge of loyalty we paywe pay




for truth in love!

Thank You!