10 April 2012

All of us communicate at
work on a daily basis. The
better we communicate in
business, the more
credibility we'll have with
our clients, our bosses, and
our colleagues.
CHARACTERISTIC METHOD MEANING
Mind mapping Has all the relevant points
Complete Bullet points
Transition Words
Prioritizing the main points Points in logical order with appropriate
Categorized Writing introductions and conclusions introduction and conclusion

Deciding on layout style Clear and systematic layout of ease of

Clear Using paragraphs/ bullets reading and understanding

Shortening sentences States everything in the fewest possible

Concise Linking sentences words

Courteous Using formal words and expressions Has a sincere, polite tone

Categorical Using emphatic words and expressions Is assertive and emphatic

Grammar rules; Punctuation rules; Is without grammar, punctuation and

Correct Spelling practice spelling errors
 Mind Maps

SOPs

Start Date Changes, if any

A brief about the

End Date
DEVELOPMENT current business
environment
DIALOGUE

Information for Information for

Appraise Reviewer
Information for
Appraiser
 Bullet Points
Transition words – to connect all the information available

Transition Words
And Consequently Therefore
Also For this reason after
On the other hand first, second, third as
Or Likewise Before
But Similarly In the future
However Finally Next
In contrast Furthermore Then
Nevertheless Moreover Until
On the contrary For example When
As a result For instance while
Because Indeed In conclusion
 Follow a logical flow

 Prioritize

 Give introductions and conclusion

Approaches to establish a logical order:

 Priority: Start with the most important item and finish with the least important. Priority places emphasis on the most important
item, which most likely will be read and remembered.

 Reverse Priority: Start with the least important item and finish with the most important. If the customer needs to be persuaded,
you may need to follow this order because the customer remembers the last item read.

 Chronological: Start with first occurrence and work with the present time. When you explain a process or procedure, use this
order.

 Reverse Chronological: Start with most recent occurrence and work backwards in time to the first event. This order emphasizes
the current situation.

 Simple to Complex: Start with a simple topic and build from that in sequential order to a more complex topic.

 Comparison: Indicate similarities between the issues under consideration on a set of criteria.

 Contrast: Show differences between the issues under consideration on a set of criteria.

 Spatial: Discuss an element according to some physical order, for example, from left to right or top to bottom. This emphasizes the
relationship of one part to another.
The rule of thumb for prioritizing clearly:

 Give a general statement about the subject/object

 Justify….1
 Justify….2
 Justify….3

 Conclude
 The Coconut is a very versatile fruit
 It is used to make hair and cooking oil
 Its roots are used as a dye, a mouthwash, and a medicine for
different communicable diseases
 Coconut leaves are used to make roofing material and also as
fuel in many villages in tropical regions
 coconut husk is used as floor polisher

 Due to its vast utility, especially in rural areas, the

Coconut tree is considered sacred – a life giver.
 Always use paragraphs

• Standard for paragraphs:

- E-mails -> 4-5 lines
- Reports -> 7-10 lines
Dear Hiring Manager,

I read your job posting for a Communications Director. In my position as Communications Director for Red
Chillies Entertainment, I wrote articles for the company website, managed guest author submissions, and
wrote and sent a weekly email newsletter to subscribers. While I was the Assistant Communications
Director for Susan Smith Private Ltd., I researched, drafted and amended legislation, wrote press releases,
and was responsible for office communications and correspondence. I also have extensive experience
writing on a freelance basis on labour issues. A few articles are available for your review at
Samplemail_JosephS.com, Videofodder_JS.org.in and Articleking.co.in. Additional writing samples and my
resume are attached herewith. If I can provide you with any further information on my background and
qualifications, please let me know. I look forward to hearing from you. Thank you for your consideration.

Yours truly
Joseph S.
Dear Hiring Manager,

I read your job posting for a Communications Director.

In my position as Communications Director for Red Chillies Entertainment, I wrote articles for the company website,
managed guest author submissions, and wrote and sent a weekly email newsletter to subscribers.

While I was the Assistant Communications Director for Susan Smith Private Ltd., I researched, drafted and amended
legislation, wrote press releases, and was responsible for office communications and correspondence.
I also have extensive experience writing on a freelance basis on labour issues. A few articles are available for your
review at:

 Samplemail_JosephS.com
 Videofodder_JS.org.in
 Articleking.co.in

Additional writing samples and my resume are attached herewith. If I can provide you with any further information
on my background and qualifications, please let me know.
I look forward to hearing from you. Thank you for your consideration.

Yours truly
Joseph S.
The following guide provides phrases or words that are usually found in
any standard business mail. By using these standard phrases, you can
give a professional tone to your business mails

The Start

Dear Personnel Director, use if you don’t know who you are writing to
Dear Sir or Madam
use if you know who you are writing to, and have a formal
Dear Mr., Mrs., Miss or Ms relationship with
- VERY IMPORTANT use Ms for women unless asked to use Mrs.
or Miss

Dear Frank use if the person is a close business contact or friend

To Whom It May Concern very formal as you do not know the person to whom you are
writing
The Reference
your advertisement in the times, …
With reference to your letter of 23rd March, …
your phone call today, …

Thank you for your letter of March 5th.

The Reason for Writing

I am writing to enquire about … apologize for …

confirm …
Thanking the Potential Customer for His/ Her Interest

Thank you for your letter of …

enquiring ( asking for information) about

We would like to thank you for your

letter of … enquiring about …
Providing Additional Information
We would also like to inform you …

Regarding your question about …

In answer to your question (enquiry) about …

Closing a Letter Hoping for Future Business

We look forward to … hearing from you /
receiving your order / welcoming you as our
client (customer).
Requesting

Could you possibly …?

I would be grateful if you could …

Agreeing to Requests
I would be delighted to …
Giving Bad News

Unfortunately …

I am afraid that …
Enclosing/ Attached Documents

I am enclosing …

Please find attached …

Closing Remarks

Thank you for your help

we can help in any way.
Please contact us again if there are any problems.
you have any questions.
Reference to Future Contact
I look forward to
The Finish
Yours faithfully/ Yours truly
Yours sincerely,
Best wishes,
Best regards/Regards
hearing from you soon.
meeting you next Tuesday.
seeing you next Thursday.
(If you don’t know the name of the person you are
writing to)
(If you know the name of the person you are writing
to)
(If the person is a close business contact or friend)
 Assertive Reprimanding
Empathetic

Defensive Warning
Apologetic

Requesting Reassuring Sympathetic

Probing/
Enquiring Joyful
Informative
 Check for wordiness

 Cut out unnecessary words/ phases/ expressions

Here is a sample list of alternative words for some redundant phrases:
Instead of … Use …
12 noon noon
added bonus bonus
advance notice notice
city of Renton Renton
close proximity close, near
current status status
filled to capacity full, filled
first and foremost first
future plans plans
general consensus Consensus, agreement
join together join
month of November November
past history, past experience history, experience
period of time time, period
postpone until later postpone
refer back refer
total number total
Instead Of … Use …
adequate number of enough, satisfactory, acceptable
Be advised that please note that, note that
By means of by, with
during the time during, when, while
excessive number of too many
in lieu of for, instead of
in the event that if
it is probable that probably
it would appear that apparently
on the part of by, for, of, among
prior to before
subsequent to after, following, later, next, then
this office we, I
under the provisions of under, by
until such time until
with regard to about, for as for, on
Avoid using long sentences like the following:

 I should like to take this opportunity of drawing your attention to the fact that all our
products are manufactured from completely natural ingredients and that we do not
utilize any artificial additives whatsoever.

 I noticed your advertisement in the daily Planet and I would be grateful if you could send
me further information about your products as my Co. is considering subcontracting
some of its office services and I believe that you may be able to supply us a suitable
service.

 There are a number of queries that I would like to raise about your products and I would
like to raise about your products and I would be grateful if you could ask a
representative to get in touch with me with a view to discussing these queries and
hopefully placing an order if the queries are satisfactorily answered.
Negative Words to Avoid in Writing
 If you want a positive response to your communication, then do not use negative words

 Pointing out problems and belittling people will not be helpful

 Some negative words to avoid in writing are:

• cannot
• damage
• do not
• fail
• impossible
• loss
• blunder
• refuse
• stop
• unable to
Negative tone Positive tone
The presentation was bad The presentation could have been better

Get me a stapler Can I have a stapler please?

You better be ready with the report on time We need to ensure that the report is ready on time

I will not be able to do this This will be a little difficult to do, can we discuss further?

Do not display this kind of behavior again We expect better behavior from you
 Be assertive, yet not offensive

 Use firm language and tone, wherever required

Examples

 I regret to state that I am in disagreement with the committee’s ruling on the issue at
hand

 In the past, we have been guilty of laxity in our handling of the production line, but let’s
be very clear that from now onwards, complacency in this regard will be taken very
seriously

 The allegations against you are very serious. In this situation, I would suggest that you
depose before the standing committee and present your side of the incident
 Data

 Pronunciation & Grammar

Period ( . )
 The period marks a full stop at the end of a statement, command or request. It is a visual marker to
indicate that one idea has ended and another will follow. The period is followed by a space before
another sentence begins.

Comma ( , )
 The comma is the most frequently used punctuation mark. It is used most often to group words that
belong together and to separate those that do not.

Semicolon ( ; )
 A semicolon represents a stronger break between independent clauses or in a series than a comma, but
not as complete a break as a period or colon. A semicolon, like a comma, is followed by a space when
used in typed or printed communication.

Colon ( : )
 A colon represents a more complete stop than a semicolon but not as complete as a period. Insert a
space after a colon when using it in a sentence.
Quotation Marks ( “ ”)
 Quotation Marks are used to enclose direct quotations, that is, someone’s exact words. For example:
 The Line Manager said, “We must deliver the product today.”
 “I remember distinctly,” he said. “We were told today.”
 “We were told,” he said, “to deliver this product today.”

Apostrophe ( ‘ )
 The apostrophe is use to show possession, in word contractions and to form the plural of numbers,
symbols letters and signs.

Hyphen ( - )
 Use a hyphen with compound numbers from twenty-one to ninety-nine and with fractions used as
adjectives. There are no spaces before or after the hyphen. For example:
 seventy-five slides
 a one-fourth majority
 However, it would be “three fifths of the stakeholders”. (Here, three-fifths is a noun)
Dashes ( -- )
 Use a dash to indicate an abrupt break in thought within a sentence. A dash is typed using two
hyphens. There is no space before or after. For example:
 Call Dick-he will be back on Thursday- and have him look at this.
 Communication- two-way communication-is vital to business.
 Using a dash to mean namely, that is, in other words, etc., before an explanation.

Parentheses ( )
 Use parentheses to enclose material that is not essential to the meaning of the sentence but adds
additional information. For example, many people feel that etiquette (good manners) is important.

Brackets ([ ])
 Use brackets to enclose information within parentheses or within quoted material when the words
inserted are not part of the quotation.
 For example,
 “Our analysis shows it [the new fabric], to be flame retardant.”
Ellipses ( ... )
 Ellipses ( … ) are used to indicate material that has been omitted from a quotation or quoted material.
For example,
 “There are recent indications that the market will remain unstable for some time.” “There are…unstable
for some time.

Underscore ( _ )
 Use underscoring for any item that would be italicized in print. Underscore the titles of books,
magazines, movies, plays, newspapers, etc. If the first word is a, an, or the, it is underscored only if
part of the actual name. For example:

 The Wall Street Journal

 The Great Wall of China
Lost in the Witchcraft Woods

I'll never forget summer camp two weeks of cramps and campfires and slugs in my underwear. One night I
got lost in the woods the witchcrafted spine-tingling woods. I don't know how I managed to get lost one
moment I was marching along with my fellow scouts and the next I was marching alone. When I realized
what had happened I responded like a true Boy Scout of America I sat down on a toadstool and sobbed. Oh
I knew I was going to die out there. I waited for the gnats that sew your lips shut the owls that peck out
your eyes the spiders that drop eggs on your tongue and the wolves that drag your carcass to their dens. I
knew that by the time they found me there would be nothing left of me but my neckerchief slide. I
imagined them taping it to a postcard and mailing it home to my dad. When I ran out of tears I started
singing Oh, they built the ship Titanic to sail the ocean blue. And just then a flashlight found me. My
patrol leader asked what I was doing out here in the woods and I spit on my palms and said Don't worry
about me. I can take care of myself. That night I dreamed of dragons in the pines and I woke up
screaming.
Lost in the Witchcraft Woods

I'll never forget summer camp: two weeks of cramps and campfires and slugs in my underwear. One night I
got lost in the woods--the witchcrafted, spine-tingling woods. I don't know how I managed to get lost:
one moment I was marching along with my fellow scouts, and the next I was marching alone. When I
realized what had happened, I responded like a true Boy Scout of America: I sat down on a toadstool and
sobbed. Oh, I knew I was going to die out there. I waited for the gnats that sew your lips shut, the owls
that peck out your eyes, the spiders that drop eggs on your tongue, and the wolves that drag your carcass
to their dens. I knew that by the time they found me there would be nothing left of me but my neckerchief
slide. I imagined them taping it to a postcard and mailing it home to my dad. When I ran out of tears, I
started singing, "Oh, they built the ship Titanic to sail the ocean blue." And just then a flashlight found me.
My patrol leader asked what I was doing out here in the woods, and I spit on my palms and said, "Don't
worry about me. I can take care of myself." That night I dreamed of dragons in the pines, and I woke up
screaming.
Step 1: Determine the purpose and audience it is for.

Step 2: Gather and organize the material and or points- Make an idea bubble/mind map.

Step 3: Arrange them in order of importance and write in note form.

Step 4: Check the points to see if:

• You have left out any point.
• You have included an irrelevant point.
• You can make the order clearer.

Step 5: Write the first draft with an appropriate introduction and conclusion, leaving space for additions/ alterations.

Step 6: Revise the first draft to check for:

• Information- Relevant, Correct, Complete
• Language- Grammar, Spelling, Punctuation
• Style and Tone- Clear, Concise, Courteous

Step 7: Type the final corrected version.

 Be concise and to the point
 Answer all questions, and pre-empt further questions
 Use proper spelling, grammar & punctuation
 Make it personal
 Use templates for frequently used responses
 Answer swiftly
 Do not attach unnecessary files
 Use proper structure & layout
 Do not overuse the high priority option
 Do not write in CAPITALS
 Don't leave out the message thread
 Add disclaimers to your emails
 Read the email before you send it
 Do not overuse Reply to All
 Mailings > use the bcc: field or do a mail merge
 Take care with abbreviations and emoticons
 Be careful with formatting
 Take care with rich text and HTML messages
 Do not forward chain letters
 Do not request delivery and read receipts
 Do not ask to recall a message.
 Do not copy a message or attachment without permission
 Do not use email to discuss confidential information
 Use a meaningful subject
 Use active instead of passive
 Avoid using URGENT and IMPORTANT
 Avoid long sentences
 Don't send or forward emails containing libelous, offensive, racist or obscene remarks
 Don't forward virus hoaxes and chain letters
 Keep your language gender neutral
 Don't reply to spam
 Use cc: field sparingly