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WelcomeWelcome
Sponsored by:-Sponsored by:-DEBAT ISLAM VS KRISTIANDEBAT ISLAM VS KRISTIANhttp://www.http://www.debatagungdebatagung.com.com
Good Business Writing Good Business Writing SkillsSkills
presented by Malathy Thiagarajah
Organized by NET BALI SDN BHD
Good Communication is the Good Communication is the lifeblood of successful lifeblood of successful
organisationsorganisations
Methods of CommunicationMethods of Communication
• Name 5 methods of Communication
• Communication is more powerful when they are combined
Five Methods of Five Methods of CommunicationCommunication
Methods of Communication
Examples Benefits
Written word
Letters, memos, fax messages, e-mail, reports, notices, leaflets, agendas, minutes, advertisements, factsheets, newsletters, invitations, forms, questionnaires, press releases
1. Permanent record2. Authority3. Evidence for future4. Can be read at leisure5. Can include visual aids to assist understanding 6. Distance may be useful
Spoken word
Telephone calls, discussions, meetings, interviews, speeches, presentations, conferences, seminars, conversations
1. Voice adds emphasis2. Immediate feedback3. Body Language or tone of voice
Symbolic gestures
Tone of voice, posture, gestures, facial expressions, actions, silence, movement, eye contact
1. We can gain extra information 2. We may be able to read “between the lines”
Five Methods of Five Methods of CommunicationCommunication
Visual images
Cartoons, illustrations, graphics, photographs, slides, drawings
1. Understanding is often aided with visual images2. They can convey powerful conscious and unconscious messages3. Hold attention and interest
Multi-Media
Newspapers, magazines, radio cassettes, television, video, Intranet, Internet, World Wide Web, CD-ROMs
1. Can combine any of the above methods for interest and participation
Getting Grips with Grammar
Oh No. Grammar!
Mind Your Grammar !Mind Your Grammar !
Clause Sentence Verb Noun Adjective Adverb
Conjunction Pronoun Preposition Infinite Interjection
Subject-Verb AgreementSubject-Verb Agreement
Agreement Rule 1Agreement Rule 1
If you use a singular subject use singular verb
If you use plural subject use a plural verb
This computer is the latest on the market
These computers are the latest on the market
The book on rules of good manners has become a best seller
Good manners are a common courtesy and create a good impression
Agreement Rule 2Agreement Rule 2
Use a plural verb when two separate subjects are joined with and
Ling Ling and Wai Kee are getting married next month.
Studying first and then socializing creates a really good balance.
Agreement Rule 3Agreement Rule 3
Disregard explanatory phrases, parenthetical phrases or other modifiers that come between subject and verb
The lawyer’s briefcase, along with a file of very important papers, has been stolen
Each report, compiled independently by different directors, indicates that change is essential
The leader of this popular group of musicians is planning a solo single
Agreement Rule 4Agreement Rule 4
Use singular verbs with indefinite pronouns
Everyone on the committee is planning to attend the seminar
Neither of us wants to stay late to do extra work
One thing we all want to do is to pass our exams
The Dictionary is your LifelineThe Dictionary is your Lifeline
What about What about Punctuation?Punctuation?
Do we have to ?
Punctuation is used to clarify the Punctuation is used to clarify the meaning of what is writtenmeaning of what is written
1. Full Stop, Question Mark & Exclamation Mark
2. Commas3. Semi-Colons4. Colons5. Hyphens & Dashes6. Apostrophes
Dashes and HyphensDashes and HyphensA dash is used :
• To show an extension of thought in a sentence
I never thought I would pass my exam – but I was wrong.
• as an alternative to brackets
Everyone - and that includes you – must attend the staff meeting.
Hyphens are mainly used in compound words, where two ormore words are treated as one : self-employed, user-friendly,large-scale, up-to-date.
Commonly confused wordsCommonly confused words1. Accept versus Except2. Affect versus Effect3. Ensure versus Insure4. Less versus Fewer5. Practice versus Practise6. Principal versus Principle7. Some time vs Sometime vs Sometimes8. Stationary versus Stationery
BUSINESS LETTERSBUSINESS LETTERS
Parts of a Business LetterParts of a Business Letter1. Reference
2. Date
3. Address
4. Airmail/Confidential/Urgent
5. Attention Line
6. Salutation
FormatFormat
Full-Block Format (flush left)Semi-Block Format (writer’s address, date
& signature at the right hand side)Simplified Format (similar to the full block
format but omits salutations & closing)Indented Paragraph Format ( para begin 5
spaces from left)
Parts of a Business LetterParts of a Business Letter1. Heading
2. Complimentary Close
3. Signature Section
4. Signing on someone’s behalf
5. Enclosures
6. Copies
7. Continuation Sheets
When does When does Communication Fail?Communication Fail?
When does Communication When does Communication Fail?Fail?
• You sex has been changed. You were addressed Mr instead of Mrs or Miss.
• The structure of the document has been given little thought. It is all jumbled up.
• The purpose of the communication is not clearly stated.
• The document is written in a very formal style, full of long-winded jargon and technical terms.• Important information has been omitted. You have to make a phone call for clarification.• The tone is all wrong – maybe critical, condescending or intimidating • There are errors in spelling, punctuation and grammar
Remember !Remember !
Accurate
Brief
Clear
KISS!KISS!KeepItShort and Simple
Research has been conducted into the degree of understanding of sentences of different lengths.
Take a look at these figures :Number of words in the sentence
Percentage of population who will understand on first reading
7-10 words15-20 words27 words or more
95%75%4%
Touch up your ToneTouch up your ToneAvoid Irritating Expressions
Your failure to reply
It is not our fault
Your neglect
You did not seeYou should know We must insist
You failed toYou should not expect to
You cannot expect
You have ignored
We take issue
Your complaint Your refusal to co-operate
• Positive Language• Not Negative Language
If you do not return your Form before 1st August you will be toolate to attend the conference
Please return your form by 31st Julyso that we can register your name forthe conference
• Use Active Language• Not Passive Language
Tim played the violinThe violin was played by Tim
Five Cs of Good Five Cs of Good Business WritingBusiness Writing
Clarity Conciseness Courtesy Completeness Correctness
Clarity ?Clarity ?
Be Specific
Avoid vague expressions
Use familiar words
Conciseness ?Conciseness ?
Avoid unnecessary explanations
Avoid wordiness, repetition, long words
Use simple expressions instead of jargon
Courtesy ?Courtesy ?
Use “You” language rather than “We” or “I”
Be tactful
Avoid Irritating expressions
CompletenessCompleteness
Include dates, times, names & numbers
Double check all details carefully
Proofread and spell check
CorrectnessCorrectness
Use correct spelling and punctuation
Use correct grammar
Adapt your language to your reader
The 5 Ws of PlanningThe 5 Ws of Planning
Who ?
What ?
Why ?
Where ?
When ?
The 4-point plan for The 4-point plan for successful structuringsuccessful structuring
1.Opening or Introduction
2.Details
3.Response or Action
4.Close
Opening or IntroductionOpening or Introduction(background & basics)(background & basics)
Why are you writing?
Refer to a previous letter, contract or document
Details Details (facts & figures)(facts & figures)
Give instructions. Ask for information.Provide all relevant details.Separate into paragraphs for separate themeMake sure the paragraphs flow logically
Response or ActionResponse or Action
What action do you want the reader to take?What action will you take?Give a deadline if necessary
Tips for Better LettersTips for Better Letters
Choose simple wordsUse short sentencesAvoid wordinessUse appropriate toneBe preciseEnsure accuracy
Tips for Better LettersTips for Better Letters
Check consistencyUse your initiativeStructure the message logicallyProofread carefully
CloseClose
Perhaps a summary or conclusion is necessary?
Sometimes all is that is needed is a simple, relevant closing sentence.
List down the List down the CategoriesCategories
of Business Lettersof Business Letters
Tips for Writing Better Tips for Writing Better LettersLetters
Why are Memos Written?Why are Memos Written?
Why Memos?Why Memos?
To instruct or to inform staffTo request actionTo remind someone or somethingTo make suggestionsTo report on progressTo provide information of any kind
PurposePurpose
Gives busy readers information fast Announce Company Policy Makes a request Explain a Procedure Clarify Information Alerts reader to a problem Reminds readers about a meeting, policy &
procedure
Clear, direct and focused way on day-to-dayactivities, like sales & profits, product information, policies and schedule changes, progress reports, orders and personnel direction.
FormatFormat
8 ½ inches x 11 inches sheet of paperTo FromDateSUBJECT
StructureStructure
IntroductionBody Conclusion
IntroductionIntroduction
IntentAction Desired
E.g. I would like to draw your attention to the upcoming holiday season….
Style & Tone of a MemoStyle & Tone of a Memo
Depends on the audience within the organisation
Colleagues – friendly, cooperativeManagers/Boss- more formal (respect)
StrategyStrategy Introduction - Know your reader(s) - Tell readers what prompted you to write (procedure, question, policy) Link the first sentence of your memo to your
subject line Explain briefly any background information the
reader needs to know What kind of action desired/expectations
Body/DiscussionBody/Discussion
Inform why a problem/procedure is important
Indicate why changes are necessaryGive precise dates, times, location and costs
ConclusionConclusion
Ask readers to call you if they have any questions
Request a reply - in writing over the telephone, via e-mail, or in person – by a specific date
Provide a list of recommendations that the readers are to accept, revise or reject
Useful StrategiesUseful Strategies Use 3Cs - Capture : attention of the reader - Convince : that you are saying
something that is useful for the reader & organisation
Stress “YOU” - working together, friendly approach, informal
Useful StrategiesUseful Strategies
Anticipate questions (wear the reader’s shoes)
Use attachment for details
Be diplomatic
Edit carefully
Respond quickly
Question : MemoQuestion : Memo
Question ???
Are expressions “Thank You” and “Kind Regards” necessary at the end of a memo?
Tips for Better MemosTips for Better Memos
Make a plan first before writing your memoEnsure your message is as clear as possibleSeparate the message into pointsTake time to improve your presentationUse numbered points and sub-headings
Tips for Better MemosTips for Better Memos
Use language which is simpleKeep your message brief and simple and
businesslikeEnsure your tone of your message is
appropriateAdopt the personal ‘you’ and ‘I’Keep your tone positive
Creative and Creative and Persuasive WritingPersuasive Writing
Sales LettersSales Letters
AIDA PrinciplesAIDA Principles3. Attention
4. Interest
5. Desire
6. Action
Attention ?Attention ?
Attract reader’s attentionAim to sell or persuade readersStriking heading, a question or a
challenging statement
Interest ?Interest ?
Mention something to interest readerHealth, image, economy, fear, future
prospectsAppeal
Desire ?Desire ?
Arouse reader’s desireDescribe benefits rather than featuresEmphasis what is unique, topical or newGive guarantees or evidence of testingPerhaps, give incentive to reply early
Action ?Action ?
Make audience want to buy, find out more or make a call
Make it clear what the reader should do next
Four P’sFour P’s Promise Picture Proof Push
Four PsFour PsPromise the reader certain benefitsCreate a picture showing how the reader
will gain those benefitsOffer proof that you can deliver the
benefitsProvide a push to action
What are Circulars?What are Circulars?
What are Notices ?What are Notices ?
Tips for Circulars Tips for Circulars
Singular Salutation is usedAvoid words such as “all of you” or “all
customers” or “all employees”Only month and year may be shown
GOLDEN RULE : Write as if you are speaking to ONE Person
Tips for Better NoticesTips for Better Notices
Keep notice shortBreak up longer text using headings &
bullet pointsUse two or three colours, different print
style, font size but don’t overdo itClear heading giving gist of contentInclude name and title of person with date
Business ReportsBusiness Reports
List down the Type of Reports
TASK
Routine ReportsRoutine Reports
Representatives’ report on sales visitsManagers’ reports on the work of their
departmentsEquipment and maintenance reportsProgress reports to superiorsSafety reportsAccident reports
Special ReportsSpecial Reports
Informational Reports generally give data, facts & information. Purpose : to inform
Analytical Reports provide information and then analyse the material, most probably providing recommendation for action
The report-writing processThe report-writing processBefore you write
Compile data
Produce a draft
Finalize the report
What are the stages in Report What are the stages in Report Writing?Writing?
Stage 1 : Before you writeStage 1 : Before you write
What is the purpose of this report?What is the problem to be solvedWhat do I hope to accomplishDoes the report aim to inform or analyse?Who is going to read the reports?What does the read need to know?
Stage 2 : Compile DataStage 2 : Compile Data
There are various methods of collecting information
Public information (internet)
interviews
inspections
questionnaire Opinion survey
Books/journal/magazines
visits
Reference to past reports
meetings
quotations
Stage 3 : Produce the draftStage 3 : Produce the draft
Terms of ReferenceProcedureFindingsConclusionsRecommendations
Stage 4 : Finalise your reportStage 4 : Finalise your reportIs all the information in the right section?Is the wording and language used
consistent?Is everything reported accurately and
clearly?Is the writing as brief and clear as possible?Does the report say exactly what you want
it to say?
Report Writing in PractiseReport Writing in Practise
DEBAT ISLAM VS KRISTIANDEBAT ISLAM VS KRISTIANhttp://www.http://www.debatagungdebatagung.com.com
Thank You Thank You and and CloseClose