Chapter 14

Principlesof Written

Communication

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The letter is the oldest method of sending a message. Modern media of transmission like fax and e-mail have high speed and can transmit the written word instantaneously. Written messages are now more informal and conversational in style. It is used for requesting and giving information, contacting potential customers, making and answering complaints, and maintaining relations with customers and members of the public.

The message must be clear, have concise style

of writing, working procedures, policies and aims of the organization.

Sincerity, confidence, self-respecting, friendliness are reflected in the messages.

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Careful planning is the basis of success in most tasks. It gives you time to calm any

emotions, helps to make sure that all information and idea are included and correct,

enables to compose the letter in a logical order and it separates the two elements of

communication i.e. planning the content and choosing the language/style for presentation.

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The main content of the message should be suitable to

the reader’s interest and convenience

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While composing a letter consider the aspects like: language and style, recipient, how much recipient knows

and his attitudes

All these aspects influences the recipient’s response

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The first and the last paragraphs are important places. Do not begin by repeating what is said in the

subject line or end by making a flat and useless statement. The opening sentence establishes good feeling and rapport, and draws a favorable response

from the reader. Showing interest in the reader’s needs and paying attention to his/her feelings and desires creates goodwill. If there is no subject line, the opening sentence has to indicate the subject of the letter, and it may have to refer to any previous

communication on the subject.

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The last sentence tells what is the next action to be taken and who is to take it, the writer or the reader; wins a favorable response for whatever has been said in the letter; a goodwill message is a suitable

ending if the matter has been settled, and no further action or communication is to follow. A firm,

persuasive and convincing argument can be spoilt by a weak ending. A confident and lively ending has

a better chance of getting action.

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The last sentence leaves the final impression on the reader’s mind, and can

be used to remind him about the lat date for taking action or impressing upon him the

advantage offered or for leaving a pleasant memory.

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The main qualities of good communication are correctness, clarity,conciseness and courtesy. Other related qualities are completeness, coherence,

compactness, confidence, consideration, friendliness, directness and vigor

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Correctness depends on completeness. A letter is complete when it presents all the ideas and information required for a

particular situation.

A letter must be correct in every respects

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1. In spelling, grammar and use of language :There must be consistency in the use of numbers, units of measure, technical terms, abbreviations, hyphens, grammar, spelling, punctuation and capitalizations

2. In appearance and form of layout: Appearance depends on placing the parts of layout correctly on the letterhead, even spacing between letters, words, lines and parts of layouts, and having proper margins on all sides

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3. In the information it conveys: All dates and days, time, numbers and facts must be in agreement, There must not be mismatched information

4. In tone, formality and style: The tone must be appropriate to the occasion, the content and the relationship between the writer and the reader

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The message of the letter must be clear at the first reading. Clearly

written messages a void misunderstanding and save time.

Write to express not to impress.

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Clarity depends of 5 factors: Simple, common everyday words which

everyone understand; short and simple sentences; proper punctuation; giving

definite and concrete details with figures and names; logical sequence of ideas

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Conciseness means expressing much in a few words, keeping to the point without

sacrificing the clarity or courtesy. It means every words count. It can be achieved by leaving unnecessary modifiers, reducing

unimportant ideas to phrase or single words and making sure that only the necessary and

relevant details are included.

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Courtesy is consideration for other people’s feelings. In a letter, the style the manner and the choice of

words reflect the courtesy of the writer. The rule for it are: use the courtesy words, express appropriate feeling according to the situation, make the other

person feel comfortable, be attentive and prompt in responding, let the tone, the choice of words and

style of the message reflect your consideration for the feelings and needs of the reader.

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Presenting ideas, suggestions, proposals in such a way that the reader sees how it is

advantageous to himself is called the “You”attitude . ? You must show understanding of

the reader’s needs and desires. A letter usually proposes that the reader should take

an action

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The main point and emphasis should be on the advantage to take the action you are suggesting in the letter. In every communication, there are two points of view and therefore, two sets of ideas: one that interests the recipients and one that

interests the sender; messages can be conveyed with the recipient’s interest in mind.

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Appeal to the common human needs and desires like desire for security, status, leisure,

comfort, need for sympathy, courtesy and consideration.

The purpose of a letter is to create a response.

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A sales letter may convince an executive of the value of

computerizing the office work, but he or she may feel emotionally inclined to

go to a competing firm