Communication Workshop Emphasis on Written Communication

Communication Workshop Written Communication

WORKSHOP OVERVIEWImportance of effective communication for any organisation can never be gainsaid. In fact, communication is the bloodline of any organisation. This workshop aims at enhancing the awareness of the growing need for effective communication within an organisation, with particular emphasis on written communication. The participant is exposed to different kinds of written communication Report-Writing, Memo-Writing, Letter Writing, e-mail communication etc. At the end of the workshop, the participants will have been sensitised to the urgent need for persuasive communication in the competitive business world, which is pro-active too.

Most of the times, knowledge of effective communication and ability to communicate effectively are mistaken for one another. The former represents knowledge, while the latter represents skills. While knowledge can be acquired from external agencies, skill can be honed up only within oneself and any amount of external help has a limited impact. Similarly, the ability to communicate is measured by the majority by the fluency displayed by an individual in spoken English, which is taken for granted in written communication. A person of experience realises to distinguish between these two and accordingly prepares himself to be an effective communicator, both in oral communication and written. In fact statistics prove that more often than not, persons having limited vocabulary but with effective communication ability are able to put across their ideas more forcefully than those who command extensive vocabulary. The emphasis is not on mere words or flowery language but on simple and effective communication, which not only has the desired impact on the receiver but also evokes matching response immediately from him. It would be appropriate to quote Peter Drucker, the renowned management consultant on the importance of communication in the commercial world.

Quote As soon as you move one step from the bottom, your effectiveness depends on your ability to reach others through the spoken or the written word. And the further away your job is from manual work, the larger the organisation of which you are an employee, the more important it will be that you know how to convey your thoughts in writing or speaking. In the very large organisation, this ability to express oneself is perhaps the most important of all the skills a person can possess Unquote.

This workshop aims at helping the participants identify their individual styles of communication and fine tune the same wherever necessary from the point of view of effective writing. Besides, to the extent needed, attitudinal aspects of communication as well as psychological aspects of communication, like Transactional Analysis would also be covered to be complementary with practical exercises on written communication. Practical exercises will include report-writing, memo-writing, letters to outside customers, e-mail communication etc. Theoretical inputs will be kept to a minimum and included only in the course material; during the workshop sessions, concepts will be discussed through analysis of written communication exercises done by the participants.

The need for assertive behaviour is being felt by one and all in any organisation. Most of the times, aggressive behaviour is mistaken for assertive behaviour and vice-versa; in fact, both are quite distinct from each other. The workshop will introduce to the participants the characteristic features of assertive behaviour through examples from real life and professional situations. Similarly, introduction to Transactional analysis will also be done with reference to effective communication. Transactional analysis helps one to identify the Ego State from which the stimulus emanates (from the communicator) and extend a moderating response consciously (from the receiver/responder) to neutralise the impact of an offending/undesirable stimulus. The objective is to familiarise the participants with different Ego States in ones personality and their influence on transactions with fellow human beings along with their impact on communication situations.

This workshop is just the beginning of a new beginningon written communication.

HOW TO USE THIS MATERIAL?This material provides the theoretical base to many areas of written communication. Hence it is ideally suited to be a quick reference to basic concepts relating to written communication. Elaborate exercise in the course material has been consciously avoided. This is to encourage the participants make notes at appropriate places during the discussion on any concept. With this purpose in mind, the course material has been prepared only on one side, leaving the other side empty for taking notes. As such, together with appropriate notes, the course material can be used any time in future to refresh memory on aspects of written communication dealt with in this workshop.

BASICSCommunication at a glance (from Rangas material Raj to type)Page 4

10 COMMANDMENTS

OF

COMMUNICATION

1. Crystallise your ideas before communicating.

2. Examine purpose of communication and adopt suitable language, tone and approach.

3. Consider total human and physical setting.

4. Consult others if needed while planning communication.

5. Be mindful of tone, voice, choice of language and basic content of message.

6. Be a good listener.

7. Actions should support communications.

8. Communicate for tomorrow as well as today.

9. Follow up your communication, obtain feedback.

10. Convey something of help or value to the receiver.

STEPS TO OVERCOME

BARRIERS TO

COMMUNICATION

1. Create atmosphere for free flow of communication

2. Communicate in the receivers background and interest.

3. Face to face communication wherever possible avoiding written communication.

4. Be clear to the point

5. Use simple, non-technical and direct language

6. Use human interest words and personal references

7. Economise on adjectives

8. Use active verbs

9. Use suitable tone of communication

10. Put emphasis on communication

11. Time element

12. Never initiate unnecessary communication

13. Reduce length of communication channel

MAJOR OBJECTIVES OF WRITTEN COMMUNICATION: Sharing information/details

Persuading

Conveying instructions to employees of a department, project, division, administrative office, the entire organisation etc.

Reporting on situation and seeking instructions

Eliciting enquiry about a product and reply thereto

Bringing on record critical facts/process/decisions etc. for the purpose of documentation and future follow-up

Convey ones thoughts or feelings (in the case of personal communication)PARAMETERS FOR IDENTIFYING SUCCESSFUL WRITTEN COMMUNICATION: The objective of the present communication has been fulfilled by stimulating the desired action from the receiver

The channel of communication has to be kept open with the receiver for future, wherever necessary those with whom we communicate on a regular basis on organisational matters

THE SUCCESSFUL COMMUNICATOR EXHIBITS: Tremendous Ability To Understand The Situation On The Whole

Capacity To Look Beyond The Written Words To Assimilate The Spirit Of The Communication That He Has Received And To Respond To That Spirit When Replying

Empathy to the Receiver

Positive And Rational Attitude (Less On The Emotional Side In Professional Communication)

Attention To Small Details But At The Same Time Not Wasting Time In Trivia

Pride In His Work/Project, Team, Organisation Etc.

Strong Affinity For Facts And Less Tendency For Excuses/Personal Feelings/Beliefs/Thoughts (In Professional Communication)

Required Self Analysis

Assertiveness

AND HIS COMMUNICATION WILL HAVE:

Arresting Opening Lines Linkage With The Past

No Assumptions Of Any Prior Knowledge On Behalf Of The Receiver Pre-empting Oscillating Communication on the same matter

Clarity In Thought And Words No Ambiguity In Communication

Simplicity In Language Easy To Understand To The Receiver

If language is not correct then what is said is not what is meant; if what is said is not what is meant what ought to be done remains undone A SAYING BY CONFUCIUS

Well-structured Body Present One Idea Leading To And Linked To The Next

Appropriate Closing Summarising For Future Follow-up Subject At A Time Wherever Possible No Mix-up With Another Issue Diluting The Attention Of The Receiver From The Main Issue

WHAT IS SO SPECIAL ABOUT WRITTEN COMMUNICATION?

It is permanent and mostly accessible to more than one (the receiver) excepting in the case of private and confidential correspondence; every communication speaks for the sender so fully as though the sender is in a face-to-face communication with the receiver/reader.

The sender has an opportunity to think through his/her message. In conversation it is not possible to recall our words back or stop to reorganise them into a more logical form. Most people tend to speak off the cuff.

Once the thoughts are put down in words in written communication, very rarely another letter from the same receiver can reverse the damage done, if any.

Every written communication is an ambassador for the writer or sender creates goodwill or bad blood unless the communication is so ineffective that the receiver can choose to be indifferent to it.

The receiver/reader can consider the message at leisure without any pressure as happens in the oral communication. Mostly people remember only 25% of what they hear.

We can supplement the written message with charts, diagrams, illustrations, statistical details and other materials. This is not possible in the case of spoken communication despite the help of visual aids.

If done with a client or a customer, written communication is the correct platform to enhance the credibility of the organisation of the sender as well as that of the sender.

If done with a superior within the organisation, it should evoke a better understanding of the situation of the sender and response in the desired direction

If done with a subordinate within the organisation, it should ensure compliance with instructions in full without any ambiguity and without sounding bossy

If done with a peer within the organisation, it should ensure empathy and full understanding of the position of the sender

As usually one gets more time for written communication than for oral communication, the quality of written communication is expected to be better than oral communication from the same sender and complete in all regards.

If in the form of report, it should be:

complete,

balanced,

stimulating to the receiver making him receptive to new ideas/approach,

backed by statistics to the extent possible,

centering around facts and figures rather than achievement of self (of the reporter),

comprehensive including suggested course of action for achieving the desired results & not merely reporting problems

not on the lines of a newspaper report but should be compelling to the reader.

If caution is not exercised, as opposed to oral communication, one does tend to get elaborate and not precise in written communication causing repetition of ideas etc. often referred to as self indulgence

As the saying goes, Writing Maketh An EXACT Man

Written Communication has to be EXACT

E EXCHANGE YOUR IDEAS WITH OTHERS

X X-RAY READERS MIND

A ADDRESS CLEARLY

C CORRECT

T TEMPER THE TEXT WITH REASON (MORE) AND EMOTION (LESS)

Written communication should be done with TACT

T TALENT

A ATTENTION

C CARE (CONCERN FOR THE READER)

T TIME (IT DESERVES IN MOST ORGANISATIONS)

Written communication, like any other communication, should aim at AIDA: A ATTENTION OF THE READER/RECEIVER TO BE

DRAWN

I INTEREST OF THE READER TO BE SUSTAINED

D DESIRE TO ACT TO BE KINDLED

A ACTION TO BE INITIATED

BARRIERS IN WRITTEN COMMUNICATIONFrom the Communicators side:

Absence of responsiveness to new ideas, approaches

Poor inter-personal skills

Complex and involved writing

Inconsiderate to the receiver

Indulgence in trivia

Lack of comprehension of the issues involved

Absence of logic in communication

Aggressive, submissive or indifferent attitude as opposed to assertive attitude

Being presumptuous assuming knowledge on the part of the receiver

Lack of preparedness for effective and complete communication

Lack of confidence

Inadequate Vocabulary

Poor sense of timing

From the Receivers side:

Impatience to read through the communication fully

Lack of interest

Prejudice against the sender/Attitude of superiority

Selective perception

Selective attention

Selective retention

Inability to visualise the senders problems/constraints lack of empathy

Unreasonableness in expectation on performance

High degree of engrossment in self exaggerated importance to problems relating to self and limitation in relating to others

Poor knowledge in English

EFFECTIVE

WRITING

WHAT TO DO

FOR

EFFECTIVE

WRITING

REVISION

CHECKLIST

EFFECTIVE

BUZZWORDS

15 WAYS

TO

BETTER

COMMUNICATION

WHAT TO DO FOR EFFECTIVE WRITING

1. ANALYSE YOUR AUDIENCE

What we write depends upon to a large extent our Audience.

2. TRUST YOUR AUDIENCE

Write naturally and with confidence

3. EVERY COMMUNICATION HAS A PURPOSE

Knowing & fully understanding the purpose helps shape our words & ideas.

4. IDEAS DO NOT USUALLY COME BY SIMPLE INSPIRATION

5 Ws and 1 H method can greatly help.

5. MOL AND SOS HELPS

Method, Order & Logic, Select, Organise & Shape

6. EXAMPLES, ILLUSTRATIONS, FACTS & FIGURES

Make our communication persuasive & memorable.

7. FIRST DRAFT --- A FREE, NO-HOLDS-BARRED ATTEMPT

Write as the ideas/points occur, the main objective being to get all the important thoughts on paper.

8. REVISION IS THE KEY

Check each word, phrase, sentence & paragraph for 6 Cs.

EFFECTIVE WRITING

REVISION CHECKLIST

1. ELIMINATE UNNECESSARY WORDS

2. CHECK FOR LOGICAL CONNECTIONS.

3. CHECK FOR APPROPRIATE TRANSITION

4. TEST YOUR DICTION FOR POWER

AND PROPRIETY

5. CHECK FOR GRAMMATICAL AND

MECHANICAL ERRORS

6. MAKE STYLISTIC IMPROVEMENTS

REMEMBER

NO PAIN NO GAIN

If Id had more time,

Id have written a shorter book.

- MARK TWAIN.

EFFECTIVE WRITINGBUZZ WORDS 1WORM W

-WHO WILL READ?

O

-OBJECTIVE OF THE

COMMUNICATION?

R

-RESULTS EXPECTED AND RANGE

OF THE COMMUNICATION.

M

-METHOD OF BEST PRESENTATION.

EFFECTIVE WRITINGBUZZ WORDS 2

CLIENTSC-CONTENT

L-LAYOUT AND FORMAT

I-INFORMATIVE AND INTERESTING

E-EASY TO READ, EASY TO

UNDERSTAND

N-NEED BASED VISUALS,

ILLUSTRATIONS AND EXAMPLES

T-TONE, TRUST AND THRUST

S-SUGGESTED ACTION

EFFECTIVE WRITINGBUZZ WORDS 3SALES

S-SPARK THE IMAGINATION

CREATE CURIOSITY

A-ANNOUNCE THE PURPOSE

AND THE OBJECTIVES

L-LIST THE BENEFITS AND

ADVANTAGES

E-EXPRESS OPINION & GOODWILL

S-SPECIFY ACTION, ASK FOR ORDER

EFFECTIVE WRITINGBUZZ WORDS 4

K -KEEP

I-IT

S-SHORT

S-SWEET

For practising this, we need to keep the following in mind:

Why am I writing this letter? Purpose/objective is to impress or to persuade or to apologise or just to share information.

Who is going to read this letter? What is her/his status in the organisation? How much background information does the person have? What might be the persons attitude to what I am going to say? What should I put in the letter? (What does the reader need to know? What can I give?)

How should I organise my ideas? (In what order should I put the main ideas?)

What tone should I use? (What words should I use in order to create the right one?)

A lively conversational feel in written communication is not possible, if the sentences are too long and involved. Long sentences with several dependent clauses are difficult to understand and requires re-reading.

15 WAYS TO

EFFECTIVE COMMUNICATION1. KNOW YOUR FACTS THOROUGHLY

2. SOS YOUR FACTS

3. 6 C CHECK YOUR FACTS

4. ELIMINATE UNNECESSARY DETAILS EDIT

5. MAKE YOUR POINT QUICKLY DO NOT BEAT

AROUND THE BUSH

6. STOP AS SOON AS THE POINT IS MADE

7. EMPATHISE WITH THE RECEIVER

8. TEST MARKET YOUR MESSAGE FEEDBACK

9. REHEARSE YOUR COMMUNICATION

10. ALWAYS USE SIMPLE, PRECISE AND

CONVERSATIONAL LANGUAGE.

11. CONSIDER HUMOUR AS APPROPRIATE TO THE SITUATION

12. USE VISUALS WHEREVER POSSIBLE

13. KEEP AN ELEMENT OF SURPRISE/SUSPENSE

14. KEEP ON SCHEDULE

15. END ALL COMMUNICATION WITH ACTION,

SUGGESTION OR RECOMMENDATION

STEPS INVOLVED IN DIFFERENT TYPES OF WRITTEN COMMUNICATION AND REQUIREMENTS/CHARACTERISTIC FEATURES OF SPECIFIC MODES OF COMMUNICATION

1. Adaptation and Selection of words;

2. Caring for expressions;

3. Construction of clear sentences and paragraphs;

4. Writing for effect need for simple and effective language, We-viewpoint as opposed to You-viewpoint;

5. Direct communication in good news and neutral situations;

6. Need for Indirect communication in bad-news letters, persuasion and sales writing AND7. Characteristic features of other means of Communication - office memos, e-mail, fax messages etc.1. Adaptation and selection of words

Words should be properly spelt;

One should be aware of those groups of words in which one can be confused for the other and hence used in the wrong context

We must try and avoid abstract words and instead use concrete words.

Words should be simple and not complex;

We should give preference to familiar words over unfamiliar words.

We should avoid words which sound sexist

Verbs should be action verbs instead of camouflaged verbs;

Verbs should be active verbs instead of passive verbs, unless passive verbs are called for;

Technical words or Jargon should be carefully used

2. Caring for expressions

Oft-repeated expressions are stereotyped and hence it is advisable to avoid them. Cutting out rubber stamps or cliches Proper use of idioms3. Construction of clear sentences and paragraphs

Sentences should be short as long sentences tire the receiver very fast; Two-word verbs can be substituted with one-word verb reducing the length of sentences; Long and winding words can be substituted with short and simple words; Avoid cluttering phrases, as they compromise with clarity of thought in a sentence; Surplus words can be trimmed to shorten sentences; Roundabout construction or involved construction robs the receiver of initiative to read further and hence simple construction is preferable; One should be on guard for repetition of words or redundancy Construction of sentences should be logical to preserve the unity of sentences Sufficient care should be taken in designing paragraphs; Paragraphs too like sentences should be short; Paragraphs should have unity in the sense that each paragraph should emphasise one idea and all the points should revolve around this idea; Make good use of topic sentences to begin as well as end a paragraph; Giving paragraphs the requisite movement to pilot the reader continuously towards the objective in communication through definite and logical steps; Non-essential details are better left out of the paragraphs not to lose the focus on the mainstream. 4. Need for simple, correct, effective and speaking language Language needs to be straight and simple instead of being bombastic like legal language; Language needs to be appropriate and correct; Language needs to be lively and conversational to keep up the interest of the reader instead of being stiff and sluggish; Language must be positive instead of being negative; Language must exhibit courtesy and empathy to the receiver and preaching should be avoided at all costs; Language must be emphatic emphasis in any one or more of these ways - By position beginnings and endings receive prime emphasis

- By space the greater the space devoted to a topic the greater is the emphasis

- By sentence structure the shorter the sentence the better the emphasis

- By mechanical means underscoring, boldface etc.

The flow should be smooth throughout the communication this is achieved in any one or more of these ways

- Information in a logical order, one thought sets up the next

- Proper tie-in sentences instead of abrupt shift

- Word repetition to the extent needed for achieving emphasis

- Extensive use of pronouns like this, that, these, those etc.

- Proper use of transitional words like in addition, besides, in spite of, in contrast, however,

likewise, thus, therefore, for example etc.

Emphasis on you-view point as opposed to traditional we-viewpoint Tickle the readers ego without sounding as flattery The language should be speaking language Dictum write as you speak or conversational style without making the mistakes that we can have the luxury of making in oral communication. 5. Directness in communication in good-news letters and neutral situations-letters For general favourable responses to enquiries, the following steps

- Beginning with the answer and stating that we are complying with the request

- Identification of the correspondence being answered either incidentally or in a subject line

- Response in an orderly manner, preferably the same order in which queries have been

raised in the enquiry letter

- Conveying any negative information in a proper manner and with desired emphasis

- Inclusion of extras, especially about the persons/company enquiring

- Close with cordiality

Similar treatment should be given in the case of letters seeking personal evaluations of personnel who were in our employment, letters from customers seeking adjustment of credit for defective supply made by you, order acknowledgements, routine enquiries etc.

6. Indirectness in communication in bad-news letters, persuasion and sales writing

Situations requiring indirectness in response should be studied thoroughly and only thereafter response should be made; The situations requiring indirectness in approach could be any one of these - Refusal of request for credit adjustment

- Refusal of request for credit terms for sale

- Other indirect letters like job applications, lodging complaints with suppliers, sales follow-

up letters etc.

Steps involved in indirect response - Beginning with words that indicate response to the request and are neutral to the answer

- Presenting justification or reasons for refusal using positive language and you-viewpoint

- Refusing clearly and positively and including a counter-proposal or compromise

wherever possible

- Ending with an adapted goodwill comment

Different types of indirect letters like persuasive requests or sales letters Persuasive requests

- Opening with words that set up the strategy and gain attention

- Presenting the strategy (the persuasion), using persuasive language and you-viewpoint

- Making the request clearly and without negatives either at the end of the letter or

followed by words that re-iterate the persuasive appeal.

Sales letters

- Gaining favourable attention in the opening

- Creating desire by presenting the appeal, emphasising supporting facts and emphasising

reader view-point

- Including all necessary information using a coordinated sales package (brochure,

leaflets etc.)

- Drive for the sale by urging action and recalling the main appeal

- Possibly adding a postscript

7. Other Business Messages Memorandum, Fax/E-Mail etc.

Other Business Messages include the following Collection letters to customers

Claim letters for adjustment on monies payable by customers

Intra-office memorandum, i.e., within the same organisation, from one department to another department, one division to another division, branch to head office and vice-versa, from the management to concerned (all) departments, divisions, offices, branches etc. in the form of instructions, policies/directives etc.

Orders that begin with a clear authorisation and containing an orderly arrangement of units, descriptions, prices etc.

Fax/e-mail messages, which are becoming critical means of communication in modern business

Of the above, collection letters, claim letters and orders are separately dealt with.

Features of Memorandum Fax/E-mail

Memorandum

Intra-office communication is in the form of memorandum. Although oral communication, i.e., face-to-face communication either in person or over phone is preferable in most situations, it may not be possible or desirable always. For example, you want your communication to be recorded for future reference. At the same time, as the receiver is within the same organisation, a formal letter is not called for. Under the circumstances, you may use what is common in modern business, Memorandum.

Different types of memorandum Routine enquiries and routine responses (Direct in nature), Policy memorandums and directives (Direct in nature), Bad news memorandums (Indirect in nature), Persuasive memorandums (Indirect in nature), Memorandums for file (for future reference or use and without addressing it to any person even within the same organisation).

While the memorandum is less formal, the contents would be common with the more formal letters. The structure would be physically different and the style would be less formal. The memorandum, which is in the form of a report, is outside the scope of this discussion, as memorandum reports are separately dealt with.

Most of the organisations have got a standard format for memorandum communication. The format is available in the form of printed stationery. The tile at the top could be any of these - Memorandum, Inter-Office Correspondence, Office Memo, Interoffice Communication etc. Below this main heading, come specific spaces provided for routine details like the date, from whom, to whom, subject matter, copy to ----- etc.

In the case of large organisations, in order to facilitate memorandum to reach destination early and receive prompt response, the location of the receiver is also added in the body of the memorandum. Most of the organisations have the practice of sending the memorandum without the signature of the author of the memorandum.

Fax/E-Mail messages

Fax/E-Mail Etiquette:

Some basic rules of etiquette must be followed for communicating either through fax or by

E-mail. Somehow the impersonal nature and lack of face-to-face contact in fax or e-mail tempt some writers to be rude. They do tend to violate basic courtesies expected by other users. Some of the more important rules are listed below:

Keeping the line length under 80 characters (and not words) under 72 if possible;

Not to use abusive or offensive language (flaming) that one would not use while communicating in person;

Not to copy more than a few words from another source;

To give complete credit for others ideas and words;

To ask for permission before forwarding or posting someone elses message to avoid breaking the writers confidence;

To avoid using all capital letters it is called shouting;

To keep signature concise and not prominent;

To check e-mail regularly;

To be precise in language more than even in formal letters;

If it is a reply to an enquiry, reply in the same order in which enquiry has been received;

To build up the credibility of the organisation and self in that order;

Not to list out excuses for delay in execution of the clients order, but to give firm indication about possible date of delivery; even if there are genuine reasons, it is preferable not to give prominence to these, at least in the very first communication, when the client is annoyed with the delay in execution and/or when the client is not able to know the reasons therefor;

To underplay exchange of pleasantries like How are You? etc.

If the communication from the other side calls for positive action or a definitive plan, the reply should contain indication of positive action or a definitive plan;

To ensure that the reply covers all the points of communication;

In the absence of face-to-face contact, need for more emphasis on You-viewpoint than We-viewpoint;

To consider fully the cultural differences between the sender and the receiver in this type of communication this could affect the form of greeting, certain expressions, form of closure etc.;

To summarise the points at the close of the communication, especially if there is a follow-up action to be done by either or both sides and

If the credibility of the organisation is at stake due to whatever reasons, the e-mail or fax communication should have a tone of reassurance and confidence building.

1. Adaptation & Selection of Words List of words that are frequently misspelled

AB (continued)C (continued)E (continued)

AbbreviateBankruptcyCompulsoryEndeavour

AbsenceBeginningConsensusEnforceable

AbundantBeneficialConsistencyEnormous

AccessibleBuffetContingencyEnthusiastically

AccommodateBulletinControllingEntrance

AccompaniesBibliographyCorrespondentEspionage

AccompanimentBookkeeperCorrespondingExaggerate

AccumulateBrochureCriticise/CriticizeExaggeration

AccuracyBenefitedCurriculumExcel/Excellence

AcknowledgementBreakDExceptionally

AcquaintanceBureauDebacleExhaustion

AdequatelyBusinessDebtExhibition

AdmissionCDebtorExhibitor

AdmittanceCalculationDecadentExhilaration

AdolescentCalendarDeceitExistence

AdvantageousCamouflageDeceiveExorbitant

AllegeCancelledDeferenceExpensive

AllianceCancellationDeferredExtension

AnalysisCatalog/catalogueDependentExuberant

Analyze/analyseCatastropheDepreciationEminent

AnonymousCategoryDescriptionEnvironment

ApologeticallyCellarDesirableEquipped

ApparatusCemeteryDetrimentalEspecially

ApparentChangeableDilemmaExperience

AppreciateChooseDiligenceF

AppropriateChoseDisastrousFacilitate

ArgumentColossalDiscipleFacilitator

ArrangementColumnDiscriminationFamiliar

ArrearsCommitmentDissatisfactionFamiliarly

AscertainCommittedDivisionFamiliarize/familiarise

AssociationCommitteeDivisiveFascination

AttendanceComparativeDefinitelyFeasible

Authorise/AuthorizeCompetentDesperateFeminine

AuxiliaryCompetitionDictionaryFinancier

AwfullyCompetitorDisappearanceForeign

AccidentallyComplexionDissatisfiedFranchise

AmateurComptrollerEFraud

AppearanceConceivableEconomicalFraudulent

ArguingConciseEcstasyFreight

ArithmeticConscienceEffectFulfil

AthleticConscientiousEfficiencyFebruary

BConsciousness/ConsciousEmbarrassmentForty

BalletConsensusEmphasise/emphasizeFourth

GI (continued)M (continued)O (continued)

GaugeInterfereMagnificenceOccurrence

GrammarInterferenceMagnificentOmission

GrievanceItemize/itemiseMaintainOmitting/Omitted

GuaranteeItineraryMaintenanceOpinionated

GuarantyInterpretationMajesticOption

GuidanceInterruptMaliciousOutrageous

GenerallyInvoiceManageableOverrated

GovernmentIrrelevantMandatoryOptimistic

HIrresistibleManoeuvreObservant

HarassmentIncredibleMarketableOccasionally

HereditaryInterestingMaterialismOccupant

HindranceIrresistibleMeasurableOccurred

HorizontalJMediatorP

HygieneJeopardiseMelancholyPicnicking

HypocrisyJeopardyMetaphorPlausible

HypotheticalJudgementMiniaturePolitician

HeightKMiscellaneousPossession

HumorousKeroseneMischievousPractically

HomemadeKnowledgeMisspelledPrecede

IKnowledgeableMortgagePrecise

InitialLMosquitoPreference

IdeallyLabelledMunicipalPreferred

IdiomaticLaboriousMysteriousPrejudice

IllegibleLegitimateMarriagePresence

ImmediatelyLeisurelyMathematicsPrestige

ImperativeLiableMiraclePresumption

ImplementLiabilityN Prevalent

IncidentallyLicence/licenseNavePrivilege

InconvenienceLikelihoodNaiveteProcedure

IndemnityLivelihoodNecessaryProceed

IndependentLiquorNecessityPropaganda

IndispensableLiveableNegligibleProphecy

InevitableLooseNegotiableProve

InflationaryLucrativeNegotiatePsychology

InfluenceLuxuriousNeuroticPursuant

InfluentialLaidNeutralPursue

IngeniousLeadNinetyPageant

InitialLedNinthPamphlet

InoculateLose NotableParallel

InnocentLosingNoticeableParalysis

InstitutionMOParity

IntellectualMagistrateObjectionableParliament

P (continued)Q (continued)R (continued)S (continued)

ParticularlyQualmRestaurantSacrilegious

PastimeQuarrelRhythmSeize

PedestalQuizzesRelevanceSeverely

PenicillinRRevenueSieve

PermanentRebellionRoutineSophomore

PermissibleRebelliousRefereeStationary

PermittedReceiptSStationery

Paralyze/ParalyseReceiveSaleableStudying

PerformanceRecommendScheduleSubtle

PersonalRecommendationScientificSuccessful

PersonnelReconcileScrutiniseSurprise

PhysicalReconciliationScrutinySusceptible

PossessionRecurSeparate/SeparationSymbolic

PrincipalRecurrenceSergeantSymmetrical

PrincipleReducibleServiceableSynonymous

ProbablyReferenceSiegeT

ProceedReferredSignificantTariff

ProfessorRehearsalSimilarTechnical

PronunciationReimburseSouvenirTechnician

ProphesyReimbursementSpecificallyTechnology

PersistentReliefSpecimenTemperature

PhenomenonRelieveSponsorTendency

PerspirationReminiscentStatisticsTheoretical

PhysicianRemitStrategicTolerance

QRemittanceStubbornnessTolerant

QualitativeRemittedSubstantialTomorrow

QualityRepetitionSucceedTraffic

QuantifyRepresentativeSuccessionTragedy

QuantitativeResourceSuperficialTragic

QuantityRespectfullySuperfluousTranscend

QuestionnaireReputationSuperintendentTransmit

QuietlyResponsibilitySupersedeTransmittal

QuitReturnableSupervisorTransparent

QuietRevealSuppressTried

QuiteRevelationSurroundingsTwelfth

T (continued)U (continued)V (continued)W (continued)

TyrannyUnknownVentilationWholly

ThanUnmistakableVersatileWithhold

ThenUnnaturalVigilanceWeather

TheirUnnecessaryVillainWeird

ThereUnscrupulousVinegarWriting

ThoroughUsuallyVolumeY

ThroughUnbelievableVainYacht

TriesUtteranceVeinYawn

TroubleVWYield

TrulyVaccineWaveYoung

TypicallyVaccinate/VaccinationWaiverYouth

UVacuumWaverZ

UnanimousVariationWarrantyZealot

UndoubtedlyVarietyWhisperZealous

UniformVehicleWhistleZenith

UniversalVengeanceWhole

Commonly confused wordsThe meaning and spelling of the following words are often confused. It requires practice to use them appropriately.

Able, capableAble (adjective) General capacity, physically or mentally

Example He is an able person.

Capable (adjective) Specific capacity for handling a subject, situation or indicates competence.

Example My leader is capable of handling any unexpected situation.

Accept , except

Accept (verb) to take what is given, to agree to

Example We accept your gift.

We accept your terms of offer.

Except (adverb) excluding, omitting

Example Everybody in our house like coffee excepting me.

Adapt, adoptAdapt (verb) to change or to adjust

Example As I have recently shifted to Bangalore, I have not yet adapted to the conditions here.

Adopt (verb) to follow, take or choose

Example Have you adopted the resolution? (or) I have adopted Christianity.

Advice, advise

Advice (noun) counsel

Example My sincere advice to you is stop smoking.

Advise (verb) to counsel

Example I advise you not to smoke.

Admit, confessAdmit (verb) to accept a mistake

Example There is nothing wrong in admitting the mistakes in the script.

Confess (verb) to accept committing a crime etc.

Example The accused confessed to the murder.

Advantage, benefit

Advantage (noun) a positive point accruing to a person etc. but refers to conditions/circumstances

Example I had the advantage of being born in a family of doctors.

Benefit (noun) a positive point accruing to persons from a specific measure or welfare scheme.

Example What are the benefits of Provident Fund Scheme?

Apparent/evidentApparent (adjective) appearing to be

Example His illness is apparent.

Evident (adjective) conclusive, based on observations or facts.

Example It is evident that the accused is guilty of murder.

Affect, effect

Affect (verb) to make effect, to influence, to change

Example The change in weather has affected you.

Effect (noun) change, results etc.

Example Continuous exercise has produced wonderful effect on me.

Already, all ready

Already (adverb) even now

Example This portion has been completed already by the previous lecturer.

All ready (adjective) all prepared

Example We are all ready to go on a picnic.

Alternate, alternativeAlternate (verb) to cause to follow by turns, one after the other

Example You have 4 fast bowlers. You require only 2 of them. You will have to alternate between two groups of 2 each for every match.

(adjective) existing in such a fashion of following by turns, one after the other

Example The alternate flowers in the garland are rose and marigold.

Alternative (adjective) another choice

Example We do not seem to have any other alternative than to surrender to the boys now.

Assent, ascentAssent (verb) to give approval, to agree; (noun) permission, approval

Example I assented to his request to take my vehicle

The principal gave assent to organise a cultural programme

Ascent (noun) advancement

Example His ascent to the CEO post was rather quick.

Assent, consentAssent (noun) accord or formal approval

Example The president gave his consent to the ordinance.

Consent (noun) Permission but not formal approval

Example My parents gave their consent to my inter-caste marriage.

Awesome, awfulAwesome (adjective) awe inspiring

Example Siddharta had an awesome personality

Awful (adjective) terrible

Example I had an awful headache.

Between, amongBetween (preposition) used to compare one person with another - usually used only for two persons

Example Ram and Lakshman had discussion between them.

Among (preposition) used in the case of more than two persons

Example It will be difficult to find out Guru among the crowd.

Blunder, mistake, errorBlunder (noun) a serious mistake as applicable to a whole policy, action etc.

Example It was a blunder to order our defence forces to counter LTTE in Sri Lanka.

Mistake (noun) not of a serious nature just as in the case of typographical or clerical mistakes.

Example My English paper contained a lot of spelling mistakes.

Error (noun) a serious mistake in judgement or details of document etc.

Example There were so many errors in my deed of conveyance.

Cite, site, sight

Cite (verb) refer to, state, to serve notice on

Example The professor cited Davids case as an example for extraordinary luck.

The prosecutor cited reasons for dropping the charges against Arvind.

Union Carbide was cited for Anti-Pollution Act violations.

Site (noun) location

Example The site, on which office building is going to come up, is quite close-by.

Sight (noun) scene (verb) to see

Example The place of accident was a ghastly sight

I am not able to sight the ship still.

Change, alterChange (verb) to discard the old one and make a new one as applicable to the whole document, plan etc.

Example I have changed my plans of entering Afghanistan from the front; entry will be from the rear.

Alter (verb) to change only a part of it and not the whole.

Example Have you altered your pant, as it was not fitting properly.

Childish, childlikeChildish (adjective) not behaving in an adult manner although he or she is a grown-up adult.

Example You are childish in behaviour in groups; you want to hog the limelight always.

Childlike (adjective) like a child in matters of taste etc.

Example I am absolutely childlike in my love for ice-cream.

Climate, weatherClimate (noun) atmospheric condition for a given location permanent features

Example Tropical countries experience generally a warm and humid climate.

Weather (noun) atmospheric condition on a day-to-day basis, constantly changing

Example Todays weather is just lousy.

Cloth, clotheCloth (noun) fabric, which is not yet stitched

Example When will you purchase cloth for your pant?

Clothe (noun) stitched cloth like a pant, shirt etc. (verb) to make a person wear apparel

Example Have you taken all your clothes for tour?

I do not want to clothe myself only in cotton in winter season.

Complement, compliment

Complement (noun) something that completes (verb) together make a good team

Example Soup is the perfect complement for dinner

Abel and David complement each other in all aspects

Compliment (verb) to say something good about someone (noun) a remark of recognition

Example The teacher complimented the student on excellent showing in the exam.

The Fathers compliment increased my enthusiasm for social work.

Comprehensible, comprehensiveComprehensible (adjective) understandable

Example His lecture is comprehensible.

Comprehensive (adjective) exhaustive, covering all aspects

Example The guidance notes given for Chemistry are comprehensive.

Congenial, genialCongenial (adjective) conducive, the desired or suitable

Example The surroundings in our college campus were congenial for studies.

Genial (adjective) of gentle nature, friendly

Example Mr. Atlee was a genial person.

Conscious, conscientious, consensusConscious (adjective) being fully aware of the consequences, possessing internal knowledge, with full awareness etc.

Example The decision to go to Bombay for career development was a conscious one

Conscientious (adjective) in accordance with the voice of conscience

Example The decision to ban outside players in the team was a conscientious one.

Consensus (noun) voluntarily a group of persons agreeing to a course of action without any direction or force by authority, unanimity

Example The meeting decided by consensus that the party would not field any candidate in South Calcutta constituency.

Conscious, awareConscious (adjective) Please refer to the previous example.

Aware (adjective) possessing knowledge of things going on outside

Example Are you aware of the standards in English of the new MBA batch?

Consul, council, counsel

Consul (noun) foreign embassy official

Example The Consul from UK is away in the USA.

Council (noun) official body.

Example In India, the official body in a town is called Municipal Council.

Counsel (noun) legal advisor (verb) to advise

Example Adams is the Counsel for the defence.

I do not want to counsel you on this sensitive matter.

Decrease, diminishDecrease (verb) to reduce but without assigning reasons thereof

Example The population in Norway is decreasing.

Diminish (verb) to reduce due to reasons which are known

Example The tiger population in India is diminishing due to illegal killing by poachers.

Deficient, defectiveDeficient (adjective) lacking in a particular aspect

Example The food is deficient in proteins.

Defective (adjective) containing defects of manufacturing, not perfect etc.

Example This shoe is defective.

Deny, refuseDeny (verb) to declare a statement about oneself as untrue.

Example The minister denies all allegations of corruption against him.

Refuse (verb) not to be inclined to give permission etc.

Example My parents refused permission for my inter-caste marriage.

Dissent, descent, descendDissent (noun) disagreement

Example The captain expressed dissent on the selection of the team.

Descent (noun) decline, fall

Example The descent of Brazils economy was steep.

Descend (verb) to come down

Example We had to descend 5000 feet to reach the base camp.

Disinterested, uninterestedDisinterested (adjective) being impartial, without being interested in any of the involved parties

Example Anybody sitting on judgement should be disinterested in all the involved parties.

Uninterested (adjective) lacking interest

Example The students are uninterested in the subject.

Distinct, distinctiveDistinct (adjective) definite, of significance

Example The Indica Car of the Tatas has distinct features.

Distinctive (adjective) which is exclusive

Example That bungalow is indeed distinctive

Distinction, differenceDistinction (noun) an act of distinguishing

Example I secured distinction in Mathematics

Difference (noun) dissimilarity

Example The difference in status between the two parties is quite obvious.

Doubt, suspectDoubt (verb) it is just a feeling, not convinced fully

Example I doubt his intentions in this game.

Suspect - (verb) it is based on certain conviction or knowledge or evidence

Example Alex was the prime suspect in the murder case.

Envy, jealousyEnvy (noun) in a good humoured manner without any ill-feeling

Example His phenomenal achievement is everybodys envy.

Jealousy (noun) envy which is accompanied with ill-feeling of not possessing or not achieving

Example The neighbours were jealous of Shyams richness.

Excuse, forgive, pardonExcuse (verb) applicable to a mistake, i.e., routine in nature or clerical in nature

Example The professor excused our late-coming today.

Forgive (verb) applicable to an error, as an error of judgement etc.

Example The father forgave his son for his impudence.

Pardon (verb) as applicable in the case of a crime or offence like killing a person

Example The President pardoned the criminal, considering that he is physically handicapped.

Exception, exceptionalException (noun) not conforming to a stated observation or rule

(noun) taking strong objection to an observation or utterance

Example Ram is an exception to the rule that youngsters are always in a hurry.

I took exception to your statement that I was always wavering.

Exceptional (adjective) extraordinary, outstanding

Example He has made exceptional efforts in achieving unity in the housing society.

Fewer, lessFewer (adjective) lower in number, used for individual units and numbers

Example We have fewer examples of honesty in the society than in the past

We have fewer families residing in the locality than last year

Less (adjective) reduced amount (used for quantities)

Example The sugar distributed under ration this month is less than last month

The profit this year is less than last year.

Few and a fewFew (adjective) insignificant number

Example There were few members in the Church today for morning prayers.

A few (adjective) not many in numbers but definitely more significant than few

Example There were a few members in the congregation who opposed the move.

Forego, forgoForego (verb) to go before, precede

Example It is a foregone conclusion who will emerge victorious in the forthcoming polls.

Forgo (verb) to give up

Example I forwent the option of exercising Rights issue.

Formerly, formally

Formerly (adverb) previously

Example He was formerly the Governor of Reserve Bank of India.

Formally (adverb) officially

Example Tendulkar was formally selected as Captain of The Indian Cricket Team.

Freedom, libertyFreedom (noun) permanent and applicable to a larger entity like a nation also

Example Freedom of expression is one of the fundamental rights guaranteed to all citizens in India.

Liberty (noun) freedom for a specific purpose, temporary

Example You are at liberty to choose any topic for presentation.

Good, wellGood (adjective) it tells about quality of a person or a thing, say competence

Example Ram is a good human being

Well (adjective) good in health or appearance

Example My mother is well now.

Gracious, graceful

Gracious (adjective) merciful

Example The Judgement was gracious, considering the extraordinary circumstances of the accused.

Graceful (adjective) full of grace, elegance

Example The groundstrokes of Monica Seles are graceful.

Hard, hardlyHard (adjective) tough like in hard substance, difficult to break or solve as in the case of a problem.

Example Diamond is a hard substance

Hardly (adverb) rarely

Example He studies hardly, meaning thereby he studies once in a while but not regularly.

Heartily, wholeheartedlyHeartily (adverb) with enthusiasm

Example The crowd welcomed the proposal of the politician heartily.

Wholeheartedly (adverb) without any reservation, fully

Example The Prime Minister wholeheartedly supported the move to make high school education compulsory for all Indians.

Honorary, honourableHonorary (adjective) not being paid for the work done

Example He is the honorary treasurer of our trust.

Honourable (adjective) full of honour

Example The judge is a honourable person.

Human, humaneHuman (adjective) relating to mankind

Example The foreign pharmaceutical companies have used human guinea pigs in Asia to test their new formulations.

Humane (adjective) sympathetic

Example Servants at home need humane treatment.

Imply, infer

Imply (verb) to suggest, indicate

Example Why do you imply that I have changed completely after marriage?

Infer To deduce from evidence

Example We infer from the data available that Bangalore is the costliest city in the South.

In and atIn (preposition) denoting a large place in which a person or a place is located.

Example I live in Pune

At (preposition) but denoting precise position or location

Example I live at Fatima Nagar in Pune

Its, its

Its a contraction form for it has or it is

Example Its been a tough decision for Azharuddin to quit playing.

Its quite a nice place for the week-ends.

Its possessive form of the pronoun it

Example Our cow is sick. Its stomach is upset.

Judicial, judiciousJudicial (adjective) relating to judiciary, law, court or judge

Example A judicial probe has been ordered into the incident.

Judicious (adjective) of sound judgement

Example Vajpayee made judicious move on nuclear explosion.

Later, latter

Later (adverb) after a little time

Example I will see the file later; not now.

Latter (adjective) the last mentioned of the two items

Example Ram and Rahim are good individuals; the latter is a philanthropist too.

Lay, lie

Lay (verb present tense) to place something or to put or (verb past tense for lie)

Example Lay the table properly for dinner

The child lay there on the table helplessly.

Lie (verb) to tell a lie or to rest or recline

Example I generally lie about my age to members of opposite sex.

Are you going to lie down now or going out for shopping?

Limit, limitation (both as nouns)Limit boundary, line beyond which you cannot operate

Example There should be a limit to ragging in professional colleges

Limitation Constraint in operation or execution

Example In our group we have a limitation in dealing with Japanese delegation, as most of us do not know that language.

Little, a littleLittle (adjective) small in size

Example Shyam is a little boy.

(adverb) practically nothing

Example I know little French.

A little (adverb) not very much but something

Example I know a little French.

Lose, loose, loss

Lose (verb) to misplace

Example I have the habit to lose my purse very often

Loose (adjective) not tight, not fastened (adverb) release

Example The screw is loose on this cap

You have let him loose on this project

Loss (noun) deprivation, what one has lost seriously

Example The untimely death of Sirdar Vallabhai Patel was indeed a great loss to the young nation.

Middle, centreMiddle (adjective) when a session or a match is in progress approx. to the extent of 50% (not exact)

Example The professor would not tolerate any interruption in the middle of the class.

Centre (noun) the middle-point of anything that can be measured like a playground, length of a room etc. (unlike middle, this is exact and measurable)

Example Radius is measured from the centre of a circle.

Moral, moraleMoral (adjective) conforming to what is right as held by a society, religion etc.

(noun) a lesson from an experience, incident etc.

Example (adjective) Bigamy is a moral issue in the Hindu Society.

(noun) The moral of the incident is that we should not fall prey to the designs of politicians in the matter of communal harmony.

Morale (noun) condition relating to pride, discipline etc.

Example The morale of the Indian Davis Cup Team was very high after victory over Switzerland.

Naught, noughtNaught (noun) nothing

Example All your efforts have been set at naught by the latest development.

Nought (numerical) Zero

Necessity, needNecessity (noun) of daily need, a permanent need

Example Food is a necessity.

Need (noun) more of a temporary nature

Example I need a pair of new shoes.

Neglect, negligenceNeglect (noun) being in a state when there is no attention being paid

(verb) not to pay attention

Example (noun) The department of company affairs is in a state of neglect due to political uncertainty.

(verb) One can neglect ones health at a high cost.

Negligence (noun) careless, not obeying call of duty

Example The thief could enter the society due to the negligence of security staff.

Past, passed

Past (adjective) preceding

Example You were talking with the past president of our Club.

Passed (verb) went by, gone by (past tense of pass)

Example The parade passed us just now.

Pending, impendingPending (adjective) incomplete

Example We should finish off all pending work by tomorrow.

Impending (adjective) imminent, inevitable

Example At this rate of losses, the company will face shortly an impending financial doom.

Personal, personnel

Personal (adjective) individual, private

Example I have a personal assistant to help me with mail.

Personnel (noun) a department or a division in an organisation dealing with human resources

Example The personnel department is housed in the new building.

Persuade, convincePersuade (verb) to influence someone to do the desired action

Example The BCCI had to persuade Tendulkar to accept the captaincy of Indian Cricket Team.

Convince (verb) to prove to someone with facts and figures, to make someone see reason in an argument

Example I could not convince you about the potential of Indian Cricket Team.

Plenty, abundantPlenty (adjective) enough

Example There is plenty of provision at home for all of us.

Abundant (adjective) more than enough

Example The supply of mangoes is abundant this year.

Practise, practicePractise (verb) to repeatedly do a thing

Example You have to practise a lot to master written communication.

Practice (noun) the art of practising

Example Pete Sampras puts in rigorous practice to stay at the top.

Practical, practicablePractical (adjective) Action-oriented

Example Americans are very practical in their approach to life.

Practicable (adjective) can be put into practice

Example The suggestion given by you is not practicable.

Precede, proceed

Precede (verb) to go before

Example Mani preceded me in promotion.

Proceed (verb) to go ahead

Example I have got green signal to proceed with my plans.

Principal, principle

Principal (noun) the head of a school, college, first person (adjective) main, foremost

Example The principal of the school has recently taken over.

Raj is the principal reason for the phenomenal success of this travel agency.

Principle (noun) rule, standard sometimes set for oneself also

Example Archimedes principle is one of the basic laws in Physics.

Quiet, quite

Quiet (adjective) silent

Example Richmond town is a quiet place.

Quite (adverb) completely or to a considerable degree

Example I quite agree with you on this count.

Rise, raise

Rise (verb) to go up, to grow; (noun) the growth

Example The sun rises in the East.

The rise of Rome was unprecedented.

Raise (verb) to make someone go up; to rear (noun) an increase

Example You raise your ward properly or else you will be held responsible for his behaviour in the society.

The workers are going on strike asking for a raise in the wages.

Rare, scarceRare (adjective) Not usually available or found

Example Iridium is a rare metal

Scarce (adjective) not available in adequate quantities

Example Water is a scarce commodity in Rajasthan.

Recollect, rememberRecollect (verb) to bring to mind with an effort a piece of information or past learning

Example I could not recollect his face.

Remember (verb) to retain in memory

Example I do not remember having seen you.

Regretful, regrettable

Regretful (adjective) Full of regret for a misdeed

Example His attitude was appropriately regretful.

Regrettable (adjective) An action or attitude that should be regretted

Example The outburst of violence on the part of minority is regrettable.

Respectful, respectableRespectful (adjective) An attitude which is full of respect or respect giving.

Example He is always respectful to elders.

Respectable (adjective) Worthy of respect

Example He is a highly respectable man.

Stationary, stationery

Stationary (adjective) still, unmoving

Example My car rammed into a stationary truck.

Stationery (noun) an item that is used regularly for writing etc. paper

Example Stationery items are purchased once in a month in my office.

Supplementary and complementarySupplementary (adjective) additive, in addition to

Example The efforts of this team are supplementary to the efforts taken in the past by the other team. (additional and in the same direction)

Complementary (adjective) supporting each other, filling the gaps in one another trying to create a wholesome lot

Example Marketing and finance fields are complementary to each other. Life partners who have same personality traits (negative) may not be complementary to each other.

Sure, certainSure (adjective) reliable, absolutely dependable like in the case of facts

Example Are you sure about your figures?

Certain (adjective) reliable, positive to happen as in the case of an event

Example I am certain that India will win the tournament.

Terrific, terribleTerrific (adjective) wonderful

Example Sachins six was a terrific shot

Terrible (adjective) unforgivable, serious

Example It was a terrible mistake to have opted for first batting on a rain-affected pitch.

Than, then

Than (conjunction) comparative degree when two things are compared with each other

Example I am taller than you are at least by 2 inches.

Then (adverb) in that case, next (noun) at that point of time

Example You want to catch the train; then you better leave immediately.

She finished her call and then kept the receiver back in its place.

I will be at home by then.

That, which

That (conjunction) used to introduce a clause that expresses a supposed or actual fact, a purpose, a result, or a cause. It is used as a pointer. The information added is usually essential to the meaning of the sentence.

Example I hear that Switzerland is a fine place for tourism.

Your statement proves the fact that Harry is not reliable.

Malakpet is the place that does not have a policestation still.

Which (pronoun) used to refer to a specific noun or a pronoun in a sentence; often the information introduced is not essential for the meaning of the sentence.

Example You are now carrying the bag, in which there was a cockroach the other day.

Will, shall

Will (verb) simple future

Example I will do it.

Shall (verb) definitive future, almost a command at times

Example We shall do it (determination). You shall do it (command)

There, their

There (adverb) that place as opposed to a place near the speaker

Example I will go there to fetch vegetables for a week.

Their (possessive form) of they

Example This is their house.

Whos, whose

Whos = contraction form for who has and who is.

Whose = possessive form of who.

Youre, your

Youre = contraction form for you are or you were.

Your = Possessive form of you.

For effective communication, it is preferable to use concrete words in the place of abstract ones.

Abstract words Concrete words

A significant loss in productionA 35% loss in production

The majority of employees in the organisationAbout 70% of the employees in the organisation

For this capital expenditure we require substantial amount.For this capital expenditure we require around a million rupees.

This should be delivered in the near future.This should be delivered within 48 hours.

The contract comes to an end by mid-JuneThe contract comes to an end by 18/06/99.

Our modernisation programme envisages installation of labour saving machines.Our modernisation programme envisages installation of automatic machines, which will reduce the workforce by 120.

Ours is one of the leading manufacturers of abrasives in India.In the field of abrasives in India, we are counted among the top ten manufacturers.

Complex Words Vs. Simple Words Complex words Simple words

AbbreviateShorten

AggregateTotal

Commence Start

ConceptualiseConceive, think of

ConjectureGuess

ExpediteSpeed up

DemonstrateShow

ViableWorkable

Familiar Vs. Unfamiliar words

Most of use exhibit the tendency to use unfamiliar words instead of familiar words, only because we have seen such unfamiliar words in business communication; unconsciously we pick them up without realising that familiar words are preferable from the receivers point of view. The following examples will illustrate the need for use of familiar words.

Unfamiliar words Familiar words

At elevated temperatures, this machine does exhibit a tendency to develop excessive and unpleasant audio symptoms. This machine tends to get noisy at high temperatures.

The most operative assembly-line configuration is an unidirectional flow.The most efficient assembly-line is a one-way flow.

The conclusion ascertained from a perusal of pertinent data is that a lucrative market exists for the product.The data studied show that the product is in good demand.

This antiquated mechanism is ineffectual for an accelerated assembly-line operation.The process is not suitable for fast assembly line.

Company operations for the preceding accounting period terminated with a substantial deficit.The company lost much money last year.

Avoiding sexist wordsWord selection would be complete only if we mention about sexist words. By and by, men and women professionals would like to be treated on par with each other and to help achieve this effect in our communication, proper choice of words, which are not sexist is a must. We must avoid words, which have been by convention masculine in gender or suggest male dominance. The following examples will amplify this quality.

Sexist Non-sexist

Man-made fabricsManufactured fabrics, fabrics of human origin

ManpowerPersonnel, workers

CongressmanCongressperson, members of congress, representative

BusinessmanBusinessperson, business executive

MailmanMail person, mail carrier, letter carrier

PolicemanPolice officer

FiremanFire-fighter

FishermanFisher

ChairmanChairperson

SalesmanSales person, sales executive

AuthoressAuthor

PoetessPoet

Lady lawyerLawyer

CameramanCamera operator

If a customer pays in time, he is considered A rated customer.A customer who pays in time is considered A rated customer.

When an unauthorised employee enters the security area, he is subject to dismissal.Any unauthorised employee who enters the security area is subject to dismissal.

A supervisor is responsible for any production loss if he is negligent.A supervisor who is negligent is responsible for production loss.

When a customer needs service, it is his right to ask for it.When a customer needs service, it is the customers right to ask for it.

Note: We can achieve the non-sexist effect in our writing in another manner also that is, by using the plural form. For example, if customers pay in time, they are considered A rated customers. Alternatively, wherever possible, a neutral pronoun may be used like one etc. The usage of he or she is not recommended to avoid clumsiness in construction of sentences.

Action Verbs Vs. Camouflaged Verbs In communication, it is preferable to use action verbs rather than camouflaged verbs. Action verb means direct and active voice while camouflaged verb mostly is indirect and involves passive voice. Action verb is direct, as the subject is not an inanimate object like it etc. but the person who does the action; a camouflaged verb on the other hand, the verb describing the action is converted into its noun form. The following examples will make the difference clear between action verb and camouflaged verb.

Action Verb Noun Form Wording of Camouflaged Verb

AcquireAcquisitionMake an acquisition

AppearAppearanceMake an appearance

ApplyApplicationMake an application

AppraiseAppraisalMake an appraisal

AssistAssistanceGive assistance to

DiscussDiscussionHave a discussion

ReconcileReconciliationEffect a reconciliation

InvestigateInvestigationMake an investigation

RecordRecordingMake a recording

LiquidateLiquidationEffect a liquidation

ResolveResolutionBring to resolution

EndEndBring to an end

PromotePromotionGive a promotion

MeetMeetingHold a meeting

SummariseSummaryProvide a summary of

ConsiderConsiderationTake into consideration

Similarly for effective communication, it is preferable to use active verbs over passive verbs.

Passive verb usage Active verb usage

Sales were effected to the tune of Rs. ----We have recorded sales of Rs.-----------

The desired changes were implemented by the staff.The staff implemented all the desired changes

Adoption of certain villages has been done by the company with a view to develop them.The company has adopted certain villages for development.

It could be seen by one and all that the attempt is futile to ring in progress.All of us could see that the attempt is futile to ring in progress.

The necessary corrective steps have been taken.We have taken the necessary corrective steps.

All the suggested changes have been accepted by the members of the committee.The members of the committee have accepted all the suggested changes.

The machinery has been installedWe have installed the machinery.

It was resolved by the executive committee that they should raise more funds for the organisation.The executive committee resolved that it would raise more funds for the organisation.

The pilferage from the factory was seen by so many workers.A number of workers saw the pilferage from the factory.

It has been decided by the management that this year too the bonus would be 10%The management has decided to stick to 10% bonus this year too.

The terms of exchange of workers were agreed upon by the delegates of the two groups.The delegates of the two groups agreed upon the terms of exchange of workers.

Production has been startedProduction has commenced.

It does not mean that active voice is wrong or does not have its place or use in communication. It surely has its place when the subject is not important or not to be disclosed or it is newspaper reporting, which is called reporting style of communication. Following examples will clarify the need for passive voice.

When the subject is not important

Oil is refined in Bombay High. (By whom is irrelevant here)

When the subject is not to be disclosedComplaints are being received about your irregularity. (From whom is not to be disclosed)

Newspaper reportingIt has been noticed that of late the spate of murders in Mumbai has increased two-fold.

2. Caring for expressions Oft repeated expressions/hackneyed expressions Vs. Simpler relativesFollowing are some of the examples of hackneyed expressions that we commonly use in our written communication without any second thought (means we are so much used to these expressions) along with their simpler relatives.

Oft repeated/hackneyed expressionSimpler relatives

Please be informed that your application is receiving our attention.We are processing your application.

The inconvenience caused to you is regretted very much and we hasten to assure you that such inconvenience will not recur in future.We regret the inconvenience caused to you in this behalf. May we assure you that it will not recur again

We wish to inform you that we have not received your claim for settlement and hence the same is not yet processed or settled.We have not received your claim for settlement. As soon as it is received we shall expedite its settlement.

Kindly inform us as soon as the needful is done in the matter.Will you please confirm action in this behalf? (OR)

We look forward to receiving your confirmation.

You may call on the undersigned on any working day.You are welcome to meet me on any working day.

We enclose herewith a copy of the report for your kind perusal and necessary action.We enclose a copy of the report. Please report to us action taken on the report.

You are requested to expedite the matter and furnish a detailed report on the same.Please let us have your report soon (OR) as early as possible, say within the next week/ten days.

Enclosed herewith please find the directors report.We enclose the directors report.

We are desirous of acquiring the automatic lathe manufactured by you.We wish to buy the automatic lathe manufactured by you.

Pursuant to our letter dated 14/05/99 in reply to your query regarding presence of toxic elements present in your sample (batch no. 1235), we wish to inform you that the following toxic elements are present, as per our QC department report.We refer to our letter of 14/05/99. Our QC department has tested your sample. A copy of the report is enclosed. The toxic elements present in the sample are as under:

We are in receipt of your letter dated 22/08/99 and thank you for the same.We thank you for prompt reply reference letter dated 22/08/99.

We await an early compliance with the rules and regulations by your office.Please confirm immediately compliance with the rules and regulations by your office.

You may be rest assured that any information that you will pass on to us will be kept in the strictest confidence by us.We assure you that any information that you may pass on to us will be kept confidential.

We beg to advise you that our off-season sales will commence on the 5th of October.Our off-season sales will open on the 5th of October.

While acknowledging the receipt of your letter dated 22/08/99, this is to intimate that the matter of higher commission is being looked into and a detailed letter from our end may please be awaited.Thank you for your letter dated 22/08/99. We are deliberating the matter of higher commission to our agents. You will hear from us soon.

You have not yet sent us samples of your new product, Trion.Could we have some samples of your new product, Trion? In case you have already sent them, please ignore this letter.

We hope that our prices are very competitive and shall be grateful to receive your valued order for butterfly valves.We are confident that our prices are competitive. Please appreciate that there is a lot of value addition in our product. We look forward to receiving your order for butterfly valves.

Thanks and assuring you of our best services at all times.We assure you of the highest standards of service.

This is with reference to the telecon the undersigned had with your goodself on the above subject on the 12th of this month.Thank you for speaking to our ---- on telephone on the 12th of this month. We will be glad to extend our service to your organisation. We do look forward to your order.

Whilst on the subject, we would like to remind you that you had promised to revert to us within a months time. However you have not reverted to us on the matter till date. We were expecting your reply on the subject within a month. We have not still received your reply. Would you please expedite?

Your earliest reply will be highly appreciated at our end.We would thank you for prompt response on the matter.

We are enclosing herewith our cheque bearing no. 88760 of 23/08/99 for Rs.1,00,000/- (Rupees one lac only) drawn on South Indian Bank Limited, Vijayawada in payment of your invoice no.---- dated ------, which please find in order. We send herewith one cheque for Rs. 1,00,000/- (bearing no. 88760 of 23/08/99 and drawn on South Indian Bank, Vijayawada). This is towards payment of your invoice no. ------ of ---.

I am to invite your kind attention to our letter bearing no. -------- of -------- and remind you that our bill for Rs.8,000/- is still outstanding. I refer to our letter bearing no. -------- of ------. Payment for our bill of Rs.8000/- is still pending. Would you please expedite?

We wish to draw your kind attention to the communication resting on the matter of delayed payment charges to the extent of Rs.1200/- and request you to settle the same at the earliest and oblige.May we remind you of the long pending delayed payment charges of Rs.1200/-? We request you to settle this issue at once and close the matter. We shall send the stamped receipt once we receive the payment.

If you are not clear on any point, please let us know.In case you need clarification on any point, we will be happy to provide it. (OR)

In case you have any queries, we will be happy to answer them.

Further to our telecon today morning, I hereby confirm the following terms and conditions for supply of Ethanol.I thank you for your enquiry about Ethanol over telephone today morning. I confirm the terms and conditions for supply of this product, as agreed upon over the phone.

We regret to hear the sudden demise of

Mr. Peter Gonsalves and our condolences for the same may please be accepted.We are sorry to hear about the sudden death of your beloved father. It must have been a shattering blow. Please accept our condolences in this hour of bereavement.

We are happy to note that we are now in a position to effect a price reduction to the tune of 10% in our middle range products.We have effected a cut in prices of our middle range products. You will find them more competitive than ever in the past.

Vide our covering letter dated 12/05/99, we had forwarded to you our monthly returns along with our cheque bearing no. ----- dt. 10/05/99 for

Rs. 5000/-. We had forwarded to you our monthly returns along with our cheque for Rs.5000/- on 12/05/99.

We were caught flatfootedWe were surprised

He shoots from the hipHe acts before he thinks

They could not make head or tail of the reportThey could not understand the report

The sales campaign was a flopThe sales campaign was a failure

Take an educated guess on this Answer this to the best of your knowledge

We will wind up manufacturing operations in OctoberWe will end manufacturing operations in October

Your progress report puts us in orbitWe are very much pleased with your progress report

Cutting out Rubber Stamps i.e., cliches

One should try and avoid using the following expressions, which are often used without a second thought to it. That is why they are called rubber stamps.

A blessing in disguise

As good as gold

Back against the wall

Call the shots

Last but not the least

Learning the ropes

Leave no stone unturned

To add insult to injury

Given below is a poem on old language of business, which has lost its relevance in todays business communication.

We beg to advise and wish to state

That yours has arrived of recent date.

We have it before us, its contents noted.

Herewith enclosed, the prices we quoted.

Regarding the matter, and due to the fact

That up until now your order weve lacked,

We hope you will not delay it unduly

And beg to remain yours very truly.

(Anonymous)

Proper use of idiomsIdiom is an expression, i.e., a combination of words, which is apt to describe a feeling, situation etc. While proper usage of idiom enhances the effect of communication, improper usage of idiom has just the opposite effect. Hence it is absolutely essential that we are particular in using proper idiom. The following examples will illustrate this point.

Faulty idiom Correct idiom

Authority aboutAuthority on

Comply toComply with

Equally as badEqually bad

In search forIn search of

Possessed with abilityPossessed of the ability

Seldom or everSeldom if ever

Superior thanSuperior to

In accordance toIn accordance with

3. Construction of clear sentences and paragraphs.

Emphasis on short sentencesPrecision is the quintessence of effective communication. Here is an example of how short and sweet construction can be in effective communication.

British Parliament Conversation between two members of Parliament and sworn opponents, Benjamin Disraeli and William GladstoneAt the height of a particularly bitter argument in the British Parliament, Gladstone asked Disraeli to define two words that he had used in his attack on Gladstones position: misfortune and calamity. Taking full advantage of the situation, Disraeli responded, If you were to fall into the River Thames, Mr. Gladstone, that would be a misfortune. If someone were to pull you out, that would be a calamity. This is height of precision.

We know that short sentences are more effective than long ones. How short should the sentences be? Is there any standard? The answer is no. However, it is generally accepted that sentences, for optimum effectiveness, should not exceed 16 to 18 words. This again depends upon our readers. In case the readers are more intellectually aware, longer sentences may be tried, while less than average readers will prefer still shorter sentences.

Two word verbs and suggested shorter substitutesAlongside needless repetition, let us also have a look at how we can substitute commonly used two word expressions with one word expression.

Two-Word Verbs Suggested Substitutes

Give upSurrender

Speed up, hurry upAccelerate

Go on, keep onContinue

Put offDefer

Take offDepart, remove

Come down Descend

Blow upExplode

Figure outSolve

Take out, take awayRemove

Go back, get backReturn

Long words in communication and their short/simple cousins.

Long Words Short and Simple Words

They acceded to our proposition on expansion.They accepted our proposal regarding expansion.

During the preceding year the firm operated at a financial deficit.Last year the firm incurred loss.

The decision on capital expenditure was based on the assumption that an abundance of monetary resources was expected.The decision on capital expenditure was based on the indication that there would be ample funds.

Definitive action was effected subsequent to your visit.Final action was taken after your visit.

Other reasons for long sentences and means of avoiding them

Sentences become long because of :

1. Cluttering phrases

2. Surplus words

3. Roundabout construction

4. Needless repetition or redundancy etc.

We will see examples for each of the above.

Cluttering phrases Cluttering phrase Effective substitute

Along the lines ofLike

At the present timeNow or at present

For the purpose ofFor

For the reason thatBecause, since

In accordance withBy

In the meantimeMeanwhile

In the near futureSoon

In the neighbourhood ofAbout, around

In view of the fact thatSince, because

On the basis ofBy

With regard to, with reference toAbout

With a view toTo

On the occasion ofOn

In very few casesSeldom

Surplus words Containing surplus words After eliminating surplus words

He ordered chairs that are of executive class.He ordered executive chairs.

I am prepared to report to the effect that our profits are dwindling.I am prepared to report that our profits are dwindling.

His track record has been outstanding enough to enable him to get this promotion.His track record has been outstanding enough to get this promotion.

There are six norms to be observed while applying for a bank loan.Six norms should be observed while applying for a bank loan.

It will be noted that the records for the past years show a steady increase in allocation for bonus.The records for past years show a steady increase in allocation for bonus.

In the period when I was on leave the factory was on strike.During my leave the factory was on strike.

The building that was damaged by fire is being repaired.The building damaged by fire is being repaired.

During World War II, President Roosevelt had received the following draft of an order for approvaL

Such preparations shall be made as will completely obscure all Federal buildings and non-Federal buildings occupied by the Federal Government during an air raid for any period of time from visibility by reason of internal or external illumination. Such obscuration may be obtained either by blackout construction or by termination of the illumination. This will, of course, require that in building areas in which production must continue during the blackout, construction must be provided that internal illumination may continue. Other areas, whether or not occupied by personnel, may be obscured by terminating the illumination.

President Roosevelt had sent the following approved draft:

Tell them that in buildings where they have to keep work going, to put something across the window. In buildings where they can afford to let the work stop for a while, turn out the lights.

(Source not known)

Roundabout construction Roundabout construction Direct and to the point

The budgetary estimate can be observed to be increasing disproportionately every year.The budgetary estimate increases disproportionately every year.

The management is at present involved in the task of reviewing the grades of non-unionised staff.The management is reviewing the grades of non-unionised staff.

The chairman is of the opinion that the negotiations are progressing satisfactorily.The chairman believes that the negotiations are progressing satisfactorily.

It is essential that traffic regulations are adhered to strictly.Traffic regulations must be adhered to strictly.

It is the managing committees opinion that the proposal is not practical.The managing committee feels that the proposal is not practical.

The supervisory staff should be held responsible for taking appropriate action to determine whether time cards are being inspected or not.The supervisory staff is to be responsible for determining whether time cards are being inspected.

The recent price increase in products will afford the organisation an opportunity to absorb the higher interest cost and selling expenses.The recent price increase in products will enable the organisation to absorb the higher interest cost and selling expenses.

Snobbery means assuming superiority to everyone you are in contact with.Snobbery means assuming superiority to everyone you meet.

During the time I was employed with M/S Dorr and Sons, I did not take a single days leave.When I was employed with M/S Dorr and Sons, I did not take leave even for a day.

In the event we do not receive payment for the outstanding bills by the next fortnight, we will not effect any delivery of the pending orders. If we do not receive payment for the outstanding bills by the next fortnight, we will not despatch any further material.

Notwithstanding the fact that they received external help, they did not succeed in achieving the target for the year.They could not succeed in achieving the target for the year despite external help.

The bill was for an amount of Rs.1,00,000/-The bill was for Rs.1,00,000/-

To avoid needless repetitionNeedless repetition should not be confused with words repeated for emphasis. The following examples will drive home this point.

Needless repetition Revised version

Modern, up to date facilities will be available at our resort.Modern facilities will be available at our resort.

He reported for duty on the 23rd inst. in the m