Written

Communication
Objectives:
• Define Communication/ written
communication
• Explain the importance of possessing good
writing skills
• Review common business documents.
• Reviewing, Analyzing & Suggesting
organizational improvement in written
communication
• Learn different styles of writing, methods of
focus and organization, tone and capturing
your reader in all formats of writing.
What is Communication?
Communication Definitions
• Communication is the process of meaningful
interaction among human beings. (D.E.
McFarland)
• Communication is an exchange of facts, ideas,
opinions or emotions by two or more persons.
(Newman and C.F. Summer Jr.)
• Communication is any behavior that results in
an exchange of meaning. (The American
Management Association)
• Communication is a process of passing
information and understanding from one person
to another (Keith Davis)
• VIDEO
• What is written
communication?
• According to Bovee and others,
“Written communication is the
expression of ideas through words that
are meant to be read.”

• According to C.B. Mamoria, “A written

communication process is always put
into writing and generally used when the
audience is at a distance or when a
permanency of record is required.
• According to Ricky W. Griffin, “Written
communication is the message that is
encoded and transmitted in written
form.”

• According to R. Pal and J.S. Korlahlli,

“Everything that has to be written and
transmitted in the written form falls in
the area of written communication.”
Written Communication

How often do you

communicate?

All the time!

The Purpose of Writing

• to provide a service or a function for a

reader
• (journalism, business letters, novels, e-
mails,)
THE FUNCTIONS OF WRITING

• To inform: giving the reader insight that

he/she may not be aware of or may desire
to know about
• To interpret: putting words into content
the reader can understand
• To entertain: providing content to capture
the readers attention
The Changes
Traditional elements for successful writing
include:
1. A strong reader focus
2. Clear and concise writing
3. Clean grammar and spelling
Added elements for successful writing
include:
1. Strong organization
2. An appropriate tone for the reader and
the message
3. Visual appeal
Types of Written Communication
The Importance of Good Writing Skills in
the Workplace
 Writing Skills?
• A career requirement
• More than a “nice thing to have”
– a necessity
• Your Writing = Your Personality
• The ability to write does not require a unique
talent or an outstanding mental ability
• Everyone has the basic skills necessary to write
well
• A basic understanding of writing and a
commitment to writing well in all situations is
needed as a professional
 REVIEW…..
The Writing Process
 The Writing Process
Planning

• Keep objectives in mind and research the

topic
• Think about the audience
• Outlining helps organize thoughts
 The Writing Process
Writing

• Follow your outline, use your handbook

• Inspiration is acceptable but must be
carefully reviewed
• Use the interview approach to supplement
the
outline (who, what, where, when, how)
 The Writing Process
Quality Control

• Reread your work

• Be critical of your own work
Letters
• Letters are the ambassadors of your
organization. Many people will never meet
you, but they will form an impression based
on your correspondence
• A letter has a key-role to play in personal
and business communication

People have a tendency to avoid letter writing

for one of two reasons:
1) they find the task unpleasant or
2) they fear or know they are bad at it
 Questions a writer asks
• How do I begin?
• What is my purpose?
• How do I make my point clear?
• How do I create a logical flow?
• How do I say what I mean?
• How do I avoid grammatical errors?
• How can I make my message brief?
• How can I create a visual effect?
ACTIVITY
PARTS OF A BUSINESS LETTER
1. Letterhead: Used only on the first page; usually includes company logo and contact information.
2. Dateline: Date letter is being prepared; appearing a few lines below letterhead.
3. Inside Address: Address of reader as it will appear on envelope.
4. Attention Line: not always required; should be used when letter is addressed to a company, organization, or
specific individual within a department. Should be underlined or printed in CAPITALS.
5. Salutation: Dear Sir/Madam, To whom it may concern, Gentlemen/Ladies are considered acceptable for letters
requiring extreme formalities when reader’s name is unknown. Otherwise, use the reader’s name. Using the
reader’s title is also acceptable in cases where the name is unknown and extreme formality is not necessary, (e.g.
Dear Business Systems Manager:).
6. Subject Line: This is often omitted, but is a courtesy to the reader, alerting them of the content of the message.
This allows the reader to decide if it requires immediate attention. The Subject Line should be underlined or
CAPITALIZED.
7. Body: Actual message
8. Complimentary Closing: Polite and formal way to end a letter
a. Yours truly,
b. Sincerely yours,
c. Respectfully yours,
Excessively familiar closings should be avoided except when used for special situations or when reader is
personally known to you:
a. Best wishes,
b. My condolences,
9. Company Signature: Often omitted in less formal correspondences since information appears in letterhead.
Usually used when writer is a spokesperson for the company.
10. Signer’s Identification: Printed four lines below the previous items to allow space for a signature. It includes
signer’s name and title.
11. Reference Initials: Often used when letter is prepared by another individual other than signer. This includes
signer’s initials in capitals followed by a forward slash and the preparer’s initials in lower case. ( SI/pi)
12. Enclosure Reminder: This itemizes any enclosures being included with the letter as a courtesy to the reader
and to prevent the discard of important items within envelope.
13. “CC” Notation: As a courtesy, this alerts the readers that other copies were sent to other individuals (cc: Mr.
Organization
Organization
BUT……
• What if you need to get to the point immediately
with as few words as possible?
Organization

• often used in some forms of business writing, media writing

and e-mails
• provides the most pertinent information to the reader in the
beginning and all additional information follows
• it can be easily edited to fit the medium being used
• provides a simple and easy to remember formula for
organization.
• begins with a LEAD that will always include the WHO,
WHAT, WHEN and WHERE in the first paragraph followed by
the WHY and HOW and other important facts or details in
the subsequent paragraphs.
Visual Appeal
Visual Appeal

• Ever hear of the term “White Space?”

• is the unused areas around your words.

This includes
margins
space left at the end of your letter
space at the beginning of your letter
space surrounding your letterhead, or any
additional unused space.
paragraphing, sentence length and typeface.
 Visual Appeal
Arrangement
• Printing:
a. Letters should be single-spaced with double-spacing in
between paragraphs.
b. Should be clear, smudge-free and dark.
c. Errors should not be corrected or erased after printing. If
errors are detected, it’s better to reprint the letter with the
corrections made.
• White space:
a. Center the body of letter on page by providing ample margin
space on all sides.
b. If letter is short and brief, begin further down the page
balancing the white space of the letter between the top and
bottom margins.
c. If letter is long, use additional paper.
• Sentences and Paragraphing:
a. Breaks should come at logical points with an even
appearance. Keeping paragraphs approximately the same
length is more appealing to the reader’s eye.
 Visual Appeal
Styles
Full-blocked: Everything begins at left margin. Typically fastest style to prepare.
Blocked: All parts begin at left margin except:
• Dateline-Horizontal center
• Complimentary closing-Horizontal center
• Signatures: Horizontal center
• Attention/subject Line: Center or indented 5 to 10 spaces.
Semi-blocked/Modified blocked: Same as blocked except paragraphs are indented
5 to ten spaces or tab-indented once.
Square-blocked: Same as full-blocked letter with two changes,
• Date appears on same line as inside address and ends at right-margin (line should
be at least 50 spaces long to avoid inside address running into dateline)
• Reference initials and enclosure appear on same lines as signature and signer’s
identification
Simplified or AMS (Administrative Management Society): Same as full-blocked
except,
• No salutation/complimentary closing
• Entirely capitalized subject line without the word “subject” must be used
• Signer’s identification must be capitalized
• Lists must be indented five spaces unless numbered or lettered. Numbered or
lettered lists are blocked with no periods and the number or letter.
PARTS OF A BUSINESS LETTER
1. Letterhead: Used only on the first page; usually includes company logo and contact information.
2. Dateline: Date letter is being prepared; appearing a few lines below letterhead.
3. Inside Address: Address of reader as it will appear on envelope.
4. Attention Line: not always required; should be used when letter is addressed to a company, organization, or
specific individual within a department. Should be underlined or printed in CAPITALS.
5. Salutation: Dear Sir/Madam, To whom it may concern, Gentlemen/Ladies are considered acceptable for letters
requiring extreme formalities when reader’s name is unknown. Otherwise, use the reader’s name. Using the
reader’s title is also acceptable in cases where the name is unknown and extreme formality is not necessary, (e.g.
Dear Business Systems Manager:).
6. Subject Line: This is often omitted, but is a courtesy to the reader, alerting them of the content of the message.
This allows the reader to decide if it requires immediate attention. The Subject Line should be underlined or
CAPITALIZED.
7. Body: Actual message
8. Complimentary Closing: Polite and formal way to end a letter
a. Yours truly,
b. Sincerely yours,
c. Respectfully yours,
Excessively familiar closings should be avoided except when used for special situations or when reader is
personally known to you:
a. Best wishes,
b. My condolences,
9. Company Signature: Often omitted in less formal correspondences since information appears in letterhead.
Usually used when writer is a spokesperson for the company.
10. Signer’s Identification: Printed four lines below the previous items to allow space for a signature. It includes
signer’s name and title.
11. Reference Initials: Often used when letter is prepared by another individual other than signer. This includes
signer’s initials in capitals followed by a forward slash and the preparer’s initials in lower case. ( SI/pi)
12. Enclosure Reminder: This itemizes any enclosures being included with the letter as a courtesy to the reader
and to prevent the discard of important items within envelope.
13. “CC” Notation: As a courtesy, this alerts the readers that other copies were sent to other individuals (cc: Mr.
9 Ways to make your Letter Visually Appealing

1. The best correspondence includes a variety of sentence

lengths and do not require more than four punctuations.

2. The average length a sentence should be is between 15 to 18

words. Anything longer than 18 words can be broken into an
additional sentence.

Example:
• Our records indicate that you are now five days over due on a
payment in the amount of $50.00 that was due on August 2,
2007 and will reflect on your credit report unless a payment
is received no later than August 10, 2007 for the amount of
$50.00.
• Our records indicate that you are five days over due on a
payment in the amount of $50.00, due August 2, 2007. This
will reflect on your credit report unless a payment is received
by August 10, 2007 for the amount of $50.00.
9 Ways to make your Letter Visually Appealing

3. Lists of three points or more should be bulleted.

Example:

There are four possible selections for internship with us at

Kraemer and Lopez: accounts payable, legal secretary,
administrative assistant and research analyst.

There are four possible selections for internship with us

at Kraemer and Lopez:
▫ accounts payable
▫ legal secretary
▫ administrative assistant
▫ research analyst
4. Good news should be conveyed in short sentences and short
paragraphs and bad news should never be conveyed in a short
sentence because the lack of information or detail can upset a reader.
Good news example:
X It has come to my attention that your outstanding record of
attendance during your first year of
employment is to be commended at the next company luncheon.
 Your outstanding attendance will be commended at the next
company luncheon.
Bad news example:
X The article will be three days late.

 The article will be three days late, but will include photographs and
commentary that will fill at least ten columns inches.

5. Opening and closing paragraphs should not be longer than three to

four lines.
6. Body paragraphs should not exceed 8 lines.
7. Typefaces should be easy to read and not too
varied. Some typefaces that are commonly used
and easy to read are listed as follows:
• 8. Never type a message in capitals, italics,
underline or boldface unless emphasizing a
specific point, especially in e-mail. Capitalizing a
message in e-mail is considered rude.

Examples:
We can process your request upon completion of
the attached documents.

FILL IN THE ATTACHED DOCUMENTS in order to

process your request.

In order to process your request, you must

fill complete the attached documents.
9. To justify or not. Decide ahead of time which alignment would best
fit your letter. A clean and formal letter is often justified, meaning
every sentence is aligned on both the left and right margins making
the letter even on both sides. A left aligned or ragged right is a non-
justified style commonly used in general or informal letters. It is
appealing to the reader because is adds white space and usually
breaks at natural points. Both are commonly symbolized on any
writing program as lines demonstrating the format.
Tone and attitude are all about how
you convey your message.

“It’s not what you say, but how you say it.”
Tone and Attitude
• Read the discussion below and decide what tone you hear
as you read it. Then with a partner, act out each line using
the tone and attitude you think is being conveyed as you
read the text.

• Parent: Why are the dishes still in the sink?

• Teen: I had to do my homework.
• Parent: I asked that you have the dishes done before I
come home from work so that I can make dinner.
• Teen: I know, but I had to do my homework.
• Parent: Then why aren’t the dishes done?
• Teen: I don’t know.
• Parent: Please, take care of the dishes right now so that I
can begin fixing dinner.
• Teen: I KNOW...I AM.
• Tone can also be found in letters written to
clients, customers, employees, co-workers, etc.
 The following paragraphs display different tones. See if you can pick
up what tone is being used.

Cold Semi-Formal
Formal Informal

_____ 1. Please find enclosed the following documents regarding the media packet project for you
perusal.
 Web content
 Brochure content
 Media packet design
Your verbal input is required at the next meeting regarding media marketing on Wednesday.
_____2. The following documents are enclosed for your review.
 Web content
 Brochure content
 Media packet design
We appreciate hearing your input at the meeting next Wednesday regarding media
marketing.
_____3.Please review the enclosed documents.
 Web content
 Brochure content
 Media packet design
We welcome your comments at next Wednesday’s meeting.
_____4. Here’s the documents for next Wednesday’s meeting. Can’t wait to hear what you think.
How do I write in a formal tone?
1. Write every word in full. Contractions
should be replaced with the full words.
(Can’t = cannot, don’t = do not, it’s = it is)

2. Refer to the reader by their job title or job

descriptions rather than their names.

3. Avoid the using I or me especially when

writing as a company representative. Do not
use the company name or our company. Using
those terms should be limited to contracts or
memorandums of understanding when writing
in the third person is necessary.
4. Use longer sentences and paragraphs no longer
than eight lines long.
5. Use passive verbs especially when presenting
negative information.
6. Avoid using emotions in your tone.
7. Use the You approach when needed.
Example:
1. Please accept our apologies for the delay.
2. We hope that you have not been
inconvenienced by the delay.

• Sentence 1 is acceptable, but is missing the You

factor. Whereas sentence 2 shows the reader that
your company cares about their inconvenience.
Attitude

• Attitude is also conveyed in letters. While

reading a letter, brochure, e-mail, memo,
etc, a reader will pick up on the attitude of
the writer. Simply choosing words carefully
will convey whether you care about the
reader’s needs, wants, or concerns. It will
also convey whether you know what you are
writing about or if you are in a particular
mood.
Here are a few examples where attitude is
conveyed in different ways.
1. Your resume was received, but the position is
closed.

2. Thank you for submitting your resume,

however, the position has been closed. We are
sorry for the inconvenience.

Sentence 1 is very informal and shows no

appreciation to the reader. Simply adding the
words “thank you” and “sorry” lets the reader
know that their resume has been received and
reviewed. Using words such as “thank you,”
“please,” “sorry,” or “appreciate” will let the
reader know that you are concerned about them.
Never use accusatory words or
expressions that blame the reader.
1. Because you have not paid your recent bill, your
account is being closed.

2. Because the $1011.00 balance on your account is

overdue by 90 days, your account is being closed.

• Sentence 1 points the finger at the reader for non-

payment of a overdue account.

• Sentence 2 explains that the account is overdue without

accusing the reader for the non-payment. This is
important because the reasons for non-payment are
unknown to the writer and it may be a simple
misunderstanding or delay. The writer is offering an
opportunity for the issue to be resolved by not accusing
the reader or insinuating it is the readers fault.
Effective Communications

(7 C’s)
The seven C’s

What are the basic principles of “effective

communication” ?

• tells us how your message can becomes

effective for your target group
• tell about style and importance of the message

These principles commonly known as 7 C’s of

effective communication
Seven C’s of Effective Communication

• 1. Completeness
• 2. Conciseness
• 3. Consideration
• 4. Concreteness
• 5. Clarity
• 6. Courtesy
• 7. Correctness
1) Completeness
• Message Receiver- either listener or
reader, desire complete information to their
question
Five W’s
• One way to make your message complete is
to answer the five W’s.
• WHO?
• WHAT?
• WHEN?
• WHERE?
• WHY?
Five W’s

• The five question method is useful when you

write
requests, announcements, or other informative
messages.

For instance, to order (request) merchandise,

make clear
• WHAT you want, WHEN u need it, WHERE it is
to be sent.
Conclusion of completeness
• At the end we can say that, you must
provide him:

1. All necessary information as requested by

him.
2. Answers to his all questions carefully
3. Provide some more information, which he is
not requiring , just to maintain good relations.
2) Conciseness

• Conciseness means “convey the

message by using fewest words”.
• “Conciseness is the prerequisite to
effective business communication.”
• As you know that all businessmen have
very short time .
• Hence a concise message save the time
and expenses for both the parties
How To achieve the conciseness
?
For achieving the conciseness you have to
consider the following.

1.Avoid wordy expression

2.Include only relevant material
3.Avoid unnecessary repetition
Avoid Wordy Expression

• E.g. Wordy: at this time.

• Instead of “at this time” you can just use
only a concise word: NOW ,
• Always try to use “ To the point Approach”
in business scenario perspective.
Include only relevant information
• Always try to provide only relevant information to the
receiver of the message.
• Lets say one of your customer requested for clients
of the company
in reply you should provide simply list of clients at the
panel of your company.
• No need to provide detailed business information
about client at all.
• Observe the following suggestions to “ Include only
relevant information.”
• – Stick to the purpose of message
• – Delete irrelevant words
• – Avoid long introduction, unnecessary explanation
etc.
• – Get to the important point concisely.
Avoid un-necessary Repetition

• Some times repetition is necessary for

focusing some special issue.
• But when the same thing is said with out
two or three reasons, the message become
wordy and boring.
• That’s why try to avoid Un-necessary
repetition.
Some ways to eliminate unnecessary words

• Use shorter name after you have mentioned

the long once.
Example:
• Spectrum communications Private limited use
spectrum.
Use pronouns or initials
Examples:
• Instead of World Trade Organization use WTO
or
• You can use IT for Information Technology.(
keeping in views that receiver knows about these
terms)
3) Consideration
Consideration means – To consider the
receiver’s Interest/Intention.
• It is very important in effective
communication while writing a message
you should always keep in mind your target
group
• consideration is very important “C” among
all the seven C’s.
Three specific ways to indicate consideration

1. Focus on “you” instead of “I” or “We”

2. Show audience benefit or interest of the

receiver

3. Emphasize positive, pleasant facts.

• Using “you” help you, but over use lead a

negative reaction.
• Always write a message in such a way how
audience should be benefited from it.

EXAMPLE:

We attitude
• I am delighted to announce that we will
extend to make shopping more.
You attitude

• “You will be able to shop in the evening

with the extended hours.”

• Readers may react positively when benefit

are shown to them.
• Always try to address his/her need and
want
• Always show/write to reader…………
what has been done so far as his/her query
is concerned.

• Always avoid that has not been done so

far.
4) Concreteness
• It means that message should be specific
instead of general. Misunderstanding of
words creates problems for both parties
(sender and receiver).

• when you talk to your client always use

facts and figures instead of generic or
irrelevant information.
The following guidelines should help
you to achieve the Concreteness.
• use specific facts and figures
• choose image building words

Example:
General
• He is very intelligent student of class and stood
first in the class.
Concrete
• Ali’s GPA in B.Sc Electrical Engineering 2k3-f
session was 3.95/4.0, he stood first in his
class.
• Always write on a very solid ground. It should
definitely create good image as well.
5.Clarity
• Accurately is purpose of clarity
In effective business communication the
message should be very much clear. So that
reader can understand it easily.

• You should always Choose precise words.

• Always choose familiar and easy words.

• Construct effective sentences and

paragraphs
Clarity
• In business communication always use
precise words rather longer statements.

• If you have a choice between long words

and shorter one, always use shorter one.

• You should try your level best to use

familiar/easy to understand words so that
your reader will quickly under stand it
 Familiar Next familiar words
1-after------------------- subsequent
2-home -----------------domicile
3-for example -----------e.g.
4-pay ----------------------remuneration
5-invoice------------- statement for payments
6. Courtesy
• Knowing your audience allows you to use statements of
courtesy; be aware of your message receiver.
• True courtesy involves being aware not only of the
perspective of others, but also their feelings. courtesy stems
from a sincere you-attitude.
• it is not merely politeness with mechanical insertions of
“please” and “Thank you” .
• Although Appling socially accepted manners is a form of
courtesy
• rather, it is politeness that grow out respect and concern
for others.
• Courteous communication generate a special tone in their
writing and speaking.
How to generate a Courteous Tone ?
The following are suggestions for generating a
courteous tone:
• Be sincerely tactful, thoughtful and appreciative.
• Use expressions that show respect for the others
• Choose nondiscriminatory expressions
• Be sincerely Tactful, Thoughtful and
Appreciative
• Though few people are intentionally abrupt or blunt,
these negative traits are common cause of
discourtesy.
• avoid expression like those in the left hand column
below;
• rephrase them as shown in the right-hand column
7) Correctness
• At the core of correctness is proper
grammar, punctuation and spelling.
however, message must be perfect
grammatically and mechanically.
• The term correctness, as applied to
business
messages also mean three characteristics

Use the right level of language

Check the accuracy of figures, facts and
words
Maintain acceptable writing mechanics
Use the right Level of Language
There are three level of language
1. formal
2. informal
3. substandard
Formal and Informal Words
• Formal writing is often associated with scholarly
writing:doctoral dissertations, scholarly, legal
documents, toplevel government agreements and
other material where formality is demanded.
• Informal writing is more characteristic of business
writing.
Here you use words that are short, well-known and
conversational as in this comparison list:
• More Formal less formal
• Participate Join
• Endeavor try
• Ascertain find out
• Utilize use
• Interrogate question
Substandard Language
• Avoid substandard language. Using correct
words,incorrect grammar, faulty
pronunciation allsuggest as inability to use
good English.

Examples
Substandard More Acceptable
Ain’t isn’t,aren’t
Can’t hardly can hardly
Aim to proving aim to
prove
Desirous to desirous of
Stoled stolen
References:

• Geffner, Andrea B. How to Write Better

Business Letters, New York: Baron’s Educa-
tional Series, Inc., 2007.
• Watson, Jane, Business Writing Basics,
British Columbia: Self-Counsel Press, 2007.