E mail age
Biggest threat to
business is badly
written and wrongly
understood email.
The best
communicator is a
good web page for
your company.
It is important to know
when to use email,
when to pick up a
phone, when to get in
a car, or board a
plane or a train
Communication is important to business
Business needs effective
communication.
Better communication
ability = better chances of
success.
Communication is : oral;
written; computer and
network
Most people do not
communicate well.
three categories:
Internal operational:
orders, reports, notes,
email
External operational:
sales pitch; telephonic
sales pitch; ads;
messages and billboards
Personal communication
Non business
Feeling based
Affects employee attitude
Affects employee
performance.
Informal network is fluid
and ever changing.
Managers do use
informal network to guide
and manipulate employee
morale.
Information flow is a
network.
Info Flow is in all
directions down; up ;
around and about.
Formal info network is
lifeline of business.
Formal network aligns
with power and authority
lines in a business.
Human communication..
A message is formulated
in my brain.
It is converted to words
and pictures for sending.
It is sent to you through a
medium.
It is detected by your
senses.
It is sent to your brain and
interpreted there based
on your values and
experience.
Message is understood
differently.
You respond to it based
on your understanding of
the message.
Cycle is repeated.
Truths about communication
Meanings sent are not
always received.
Meaning is in the mind.
The symbols of
communication are
imperfect.
Communication across
cultures is especially
difficult.
People differ in their
ability to communicate.
Communication is an
unique event.
We need to adapt
communication to the
minds of receivers.
Successful
communication is the
goal of communication
process.
Emphasis should be on
ethical communication
Fundamentals of business writing
If you have a great mind and
great thoughts but you are not
able to express them , it is very
hard to be successful.
For writing to be clear it must
be adapted to the receiver.
Visualize the receiver.. What
he knows, thinks and feels and
then compose your thoughts to
suit the same.
Write at a level of the receiver
even if it is lower than your
own.
Write to the lowest common
level of the group you are
addressing.
Select the right word.
Make it simple.
You know more hence it is
easier for you to simplify.
Writing slightly below the level
of the receiver’s level of
understanding communicates
best.
Use familiar words..
Word should sound and
mean the actual event.
Use ‘Try instead of
endeavour’.
‘Noise instead of auditory
symptoms’.
Use slang only when you
understand it fully and it
is suitable and apt.
Use short words.
Reduce the number of
technical words and
jargon.
Jargon is only fit for
technical audience and
peers.
Give the full form of
initials first time to use
them.
Use legal terms only
when it is a must.
Use plain words.
Select words with right strength and
emphasis
Words have
personalities.
Select correct shade of
word.
Weaker words serve
better most of the time.
Grammar and style
checkers in MSWORD
help with word selection.
Always use it.
Verbs are strongest
words.
Nouns come next.
Adjectives and adverbs
are weakest words.
Use concrete words /
specific words.
Reduce use of abstract
nouns.
Prefer active voice as it is
stronger and nearer to
action.
Passive voice..
It is used in government ,
law and banks.
It is used when doer is
not important.
You avoid accusing the
reader.
Use when performer is
not known.
Use if you do not want to
name the performer.
Avoid camouflaged
words.
Action to noun to
camouflaged verb.
Eg: ‘acquire’ to
‘acquisition’ to ‘make an
acquisition’.
‘Appear’ to ‘appearance’
to ‘make an appearance’.
Public is the most important audience..
Write concrete words.
Use active voice.
Make subjects persons or
things.
Write sentences in
normal order.
Select words with precise
meaning.
Learn shades of
difference of words by
studying language/
literature.
Use correct idiom.
Avoid idioms if you
cannot use it right.
Avoid words that
discriminate against any
particular group or
orientation or attitude.
Use gender neutral words
Use he/she..
Make reference plural.
He/she = they/them.
Use neutral expressions.
Avoid words suggesting
male dominance.
Do not use man– words.
Do not use words that
lower the status of the
reader. eg: girl/woman for
a lawyer
Avoid stereotype words
for race, nationality,
sexual orientation.
Avoid words linking
minorities.
Do not label people
young or old.
Be sensitive to disabled
people.
Learn more about
words…
Construction of sentences
Adapt sentence to
reader.
Use simple sentence
structure.
Use Short sentences (16-
18 words).
Use readability statistics
in MSWORD to evaluate
document length and
difficulty.
Government laws /
regulations have long
sentences.
Short sentences are
achieved by
Limiting sentence
content
By using words
economically.
Avoid too many short
sentences.
Economize on words.
Short Sentences..
Substitute single words
for phrases.
Eliminate surplus words.
Always edit the
manuscript at least five
times before mailing it
out.
Avoid round about ways
of saying things.
Avoid excessive detail.
Avoid repetition of ideas
Repeat words only for
effect and emphasis.
Give every item its due
emphasis.
All parts of the sentence
relate to one single
thought.
Do not place unrelated
ideas in a sentence.
Show main idea and
show subordinate ideas
by giving relationship.
Logical sentences
Avoid illogical
construction.
Avoid mixed
construction.
Do not mix active
passive voice in same
sentence.
Follow grammar.
Avoid dangling
modifiers.
Avoid unparallel
constructions.
Avoid pronouns
without antecedents.
Avoid subject verb
disagreements.
Para design.
Logical.
Organized.
One topic per para.
Use topic sentence as
first line of para or
end line of para..
Leave out
unnecessary detail.
Short para.
8 lines per para.
Avoid para above 12
lines
Each para should
take you nearer to
goal of
communication.
Writing for effect.
Clarity first.
Planned effect.
Build goodwill.
Writing in Conversational
style is effective.
Resist tendency to be
formal.
Be friendly and
conversational.
Cut out rubber stamps
phrases: (‘last but not the
least’).
Use you- viewpoint
emphasizing reader’s
interests.
In writing printed word
alone must do the work of
voice, facial expression,
gestures and emotion.
Cut out rubber stamps
phrases: (‘last but not the
least’).
Use you- viewpoint
emphasizing reader’s
interests.
In writing printed word
alone must do the work of
voice, facial expression,
gestures and emotion.
Reader first.
Even bad news gets
lighter by you view point.
Be sincere.
Accent on positive
language.
Positive words for
persuasion and goodwill.
Negative words invoke
resistance and hurt
goodwill.
Never use strong
negative words.
Courtesy contributes to
goodwill.
Single out your reader.
Do not preach or lecture.
Avoid elementary obvious
statements.
Do more than expected.
Do not leave out
essentials.
Avoid anger or hint of it.
Be sincere.
Be courteous and
sincere.
Believe in techniques of
courtesy.
Do not overdo youviewpoint.
Avoid exaggeration.
Avoid superlatives.
Emphasize main ideas.
Be sincere.
Be courteous and
sincere.
Believe in techniques of
courtesy.
Do not overdo youviewpoint.
Avoid exaggeration.
Avoid superlatives.
Emphasize main ideas.
Emphasize by position.
Emphasize by devoting
more space.
Emphasize by short and
simple sentences.
Use mechanical means
of emphasis like
underline, color, diagram
Coherence..
Messages should be
internally coherent.
Stick to logic of
thought.
Tie in succeeding
thoughts.
Repeat key words to
connect thoughts.
Use pronouns to
connect.
Use transitional words
naturally.
SMS, email, web messaging
Shortened English
words.
Convey full message
with minimal need for
response from reader.
Saves time.
Cheap.
Written record.
Not confidential.
Emotion less.
Ignored or delayed.
To= main email
address
Cc= copy to email
address
Bcc= blind courtesy
copy email address
email
Subject= precise
clear idea.
Attachments= attach
a file. Ensure virus
free.
The message=
information sent
Start with identifying
yourself.
Organize information
in descending order
of importance.
Language can be
casual informal or
formal.
Casual messaging
Use slang
Colloquialism
Contractions
Short sentences.
Casual to friends or
acquaintances.
Informal language like
conversation.
Formal language like
business letter.
Write concisely.
No reference to
previous
communications.
Clear writing.
Courteous writing.
SMA email
Correct English as far as
possible while using short
messaging forms.
End with closing statement.
Use emphasis devices for
email like asterisk before and
after.
No email
if message is long.
Needs clarifications.
Confidential sensitive info.
Emotional message.
Avoiding direct contact.
Highly charged issues.
Use initialisms:
ASAP:
as soon as possible
BTW
By the way
FAQ
Frequently asked questions
FWIW
For whatever it is worth
TIA
Thanks in advance
TTFN
Ta-ta for now
memo
Internal letters.
Short reports.
Standard memo
template.
Direct approach.
Jargon allowed.
Specific info in logical
order.
End courtesy.
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