INDE 2_2013

Business Communication
E F F E C T I V E B U S I N E S S W R I T I N G
Questions that govern the process of writing
Wh!
Why do I write?
gives the reasons why that piece of writing is produced
For who"!
For whom do I write?
maes the writer concentrate on the reader!s interests and needs
What!
What do I write?
the writer focuses on the su"#ect that shou$d meet the reader!s
needs
#ow!
How should I write?
se$ection and com"ination of voca"u$ary and structures$
or%er & to create sentences
% to deve$op them into paragraphs
wi$$ ena"$e the reader to interpret the message as intended "y the
writer
1
ST'GES (F T#E WRITING )R(CESS
1& Eva$uating the circumstances and the reasons for writing
'hy(
2&
)ssessing the readership * audience
% anticipating the reader!s interests
$eve$ of understanding
+or whom(
3&
Deciding on the core information that shou$d "e transmitted and its re$evant
aspects
'hat(
,&
'oring on the message and $etting your persona$ity show through
- adapting your writing sty$e to that particu$ar communication situation
-ow(
From another point of view:
- p$anning your writing .why? and for whom?/
- deve$oping a strategy for writing
F'CT(RS T#'T *'+ INF,UENCE T#E QU',IT+ (F WRITING
2
1. THE WORDS
a& Denotation and connotation
"& Concrete and a"stract words
c& 0he tone of the message
d& 1hort or $ong words(
e& +ami$iar and un"iased words
-. a. Denotation and connotation
the two co%ordinates of the meaning of every word
words have potentia$ meaning
conte2t
the sender!s intention and now$edge
the receiver!s understanding and attitude
Denotation 3 the factua$ definition of an o"#ect * situation * 4ua$ity * idea etc&
Connotation 3 how a person fee$s a"out a word
' wor%
- may have more than one denotative meaning
letter
graphic sym"o$ for a sound )5 D5 6
information * message sent to some"ody
- connotations vary significant$y 7sometimes antagonistic connotations may "e given to the
same word8
ignorant 9$ac of now$edge9
3
usually: negative connotation
in legal disputes: positive connotation
My client was totally ignorant of any misuse of funds.
When we write:
to tae into account "oth the denotations and the connotations of the words
to create ade4uate conte2t
to use dictionaries .synonyms5 spe$$ing5 cross%reference/ creativity
to increase the reader!s interest
to create a good impression
Uni/ueness of in%ivi%ua0 writing st0e
starts to deve$op in chi$dhood
through the who$e $earning process
during our who$e $ife
"& it reflects:
our "acground
education
$ife e2perience
career training
etc&
c. necessary:
to he$p the reader interpret the message in the way we want
additiona$ now$edge a"out words
-. 1. Concrete an% a1stract wor%s
,
Concrete words:
denotation sends to tangi"$e persons5 o"#ects5 events5 p$aces
Examples: ball, house, excavator, smile, town etc.
0hey are:
- direct
- precise
- specific in nature
0he use of concrete words:
- avoids misunderstanding .2/
- cannot e2press fu$$y what the reader intended .3/
)"stract words: Concepts
Ideas
+ee$ings
Impressions
Examples: professionalism, friendship, honesty, quality control,
decision-maing, debate
0heir meaning: more difficu$t to e2press
Necessary:
- to define them
- to i$$ustrate them
- to p$ace them in ade4uate conte2t
- to use them with caution
- the reader shou$d now e2act$y what we mean
;
Examples:
-. !roup
a group of c$ose friends
your office co$$eagues
specia$ists in the same fie$d
mathematica$ concept
4. ma"ority, most, few, several < interpretation $eft to the reader
Business writing < c$arity 3 a main o"#ective
)"stract words Concrete words
1& 0he amount the c$ient has to pay is 0arge&
0he c$ient has to pay 5 467666
2& 0he draft wi$$ "e due in severa0 months&
0he draft wi$$ "e due in three months&
3& 'e are ready to cover part of these e2penses&
'e are ready to cover 86 9 of these e2penses&
=
-. c. The tone of the messae
Com"ination of words range of impressions tone of the message
positive
neutra$
negative
Difficu$t tas: it invo$ves:
- finding the most appropriate words
- carefu$ se$ection
- creating ade4uate conte2t
- dea$ing with positive and negative words
>enera$$y thought:
negative words negative communication
Examples: no, disappoint, unable, cannot, delay, defect
-owever:
Examples: 9?n inspecting the shipment5 we were una10e to find any f0aw9&
negative words positive meaning
importance of conte2t
- to convey "ad news
- to say no with a negative word
depends on the re$ationship with the reader*partner
two possi"i$ities
Examples:
a. #o complaint will be taen into account after $% days.
b. Complaints will be taen into account if made within $% days.
@
-. %. Short or lon words
Ae4uirement: writing in 1usiness is short an% si"p0e
Bet the use of short5 simp$e words does not a$ways guarantee c0earness
Necessary:
- to consider the reader first
- to decide on the $eve$ of writing
1ometimes: short*simp$e words overused C $ose their power
Necessary:
- to use vivid*$ive$y words
- impact on the reader
E2amp$es:
&verused
1& Dursuant to your re4uest5 we are enc$osing herewith a copy of our financia$ report&
improved version
2& -ere is the financia$ report you re4uested&
-. e. Familiar and un!iased words
Aecommendation:
to avoid
- #argon
- s$ang e2pression
- words showing gender5 age5 race discrimination
to "e more sensitive to peop$e!s fee$ings
to se$ect words that e2press sensitivity&
E
Business 0etters
Genera0 aspects
Communication "etween companies various means
te$ephones
fa2 machines
the Internet
a certain degree of informa$ity that may not i$$ustrate the rea$ nature of the re$ationship
Conse4uent$y any important e$ement in "usiness5 discussed or agreed upon the phone5
shou$d "e confirmed "y an officia$5 forma$ $etter
+or this reason .and for many others/ writing a"i$ity appears in the top three activities of
a "usiness person
Businesses va$ue effective communicators:
"eing an effective writer can enhance your professiona$ career
peop$e in other departments of the company get to now you through your writing
your $etters may get your superiorsF attention showing how effective .or ineffective/ you
are as a "usiness communicator&
The 0aout of a 1usiness 0etter
0he $ayout of a "usiness $etter some specific e$ements
Information a"out:
the two companies that communicate "y $etters
the peop$e authoriGed to communicate on "eha$f of each company
or may refer to the fi$ing system that ena"$es tracing a $etter .or a num"er of $etters in the
correspondence fi$e/
H
10
+igure ;& 6ain parts of a "usiness $etter&
Ietterhead
Date
Inside address
1a$utation
1u"#ect $ine
6ain "ody of the $etter
Comp$imentary $ine
)uthorFs signature
0yped name
Dosition
Enc$osures
Aeference $ine
+ig& 1& 6ain parts of a "usiness $etter
The 0etterhea%
Information a"out the sender:
the $ogo
the companyFs name and status
its address
te$ephone*fa2 num"er* e%mai$ address
The %ate
0here are various ways to e2press date:
2&11& 2011
2*11*2011
0he 1
st
of Novem"er 2011
Novem"er 1st5 2011
In "usiness correspondence pattern recommended:
The reference 0ine
+our ref. :Jyour referenceK;
(ur ref. .Jour referenceK/
he$ps tracing a $etter in the fi$e
the name of the person who signed the $etter
the name of the typist
the fi$ing code
E2amp$e: Your ref.: FW/ms/P25
- the $etter was written*signed "y +ran 'arrington
- it was typed "y 6ary 1torm
- is $ocated in the fi$e D .Jpetro$K/ 2;
9(ur ref.< gives simi$ar information a"out the sender
11
2 November 20
The insi%e a%%ress indicates the fo$$owing=
name and address of the addressee
position in the company .e&g& 0he 1upp$y 6anager5 0he Chief )ccountant etc&/
department
mai$ address < written e2act$y as given "y your partner
The sa0utation
+orms of address used to open "usiness $etters
depend on: the addresseeFs status
the socia$ distance "etween the partners
!ear "ir < when the addressee is a gent$eman whose name we do not nowL
!ear "irs < used to address a companyL
!ear #a$am < the addressee is a $ady whose name we do not nowL
!ear #r %obertson/ !ear #s Watson < to address a person whose name is nown to the
writerL
!ear &ill % used to address a person with whom the writer is on friend$y terms
-igh officia$s or persona$ities:
.the addresseeFs name is associated with/
- courtesy tit$es
- tit$es deriving from appointment or honours
- rewards
Msefu$ information:
- no specia$ form of address for the Drime 6inister and mem"ers of the
6inistry
- am"assadors are addressed as:
Your Excellency .forma$/
!ear #r %o$son or !ear 'or$ &art

The su1>ect 0ine
"e$ow the sa$utation and under$ined
te$$s what the $etter is a"out
12
he$ps the reader direct the $etter to the right person
faci$itates fast processing of correspondence
!ear #r Winter
(ax collection
The 1o% of the 0etter the main te2t of the $etter .the message of the $etter/
the ru$e of the J four CsK
clear) concise) correct) courteous
divided into paragraphs
information distri"uted according to the ro$e of each
paragraph
(*e openin+ para+rap*
maes connection "etween the sub,ect line and the rest of the te2t .9 above- or
9above.mentione$9/
refers to the source of information5 which is used as a "asis for the $etter you are
writing
0he follo/in+ t/o or t*ree para+rap*s
the proper message of the $etter
descri"e facts*give arguments* mae comp$aints* mae suggestions etc .according
to the purpose of the $etter/
0he closin+ para+rap*
emphasises the main idea of the $etter
restate the writerFs point of view
conc$usion of the $etter
0he $ast sentence of this paragraph often contains the formu$a:
We loo0/are loo0in+ for/ar$ to *earin+/ receivin+ ne/s from you
We loo0/are loo0in+ for/ar$ to your ans/er/reply/letter
13
The co"p0i"entar 0ine
depends on the $eve$ of forma$ity
the re$ationship "etween the writer and the addressee
direct$y re$ated to the sa$utation
Differences "etween British and )merican Eng$ish:
'ritish (nglish
)alutation Complimentary line
Dear 6adam * 1ir.s/ Bours faithfu$$y
Dear 6r*6rs*6s*6iss 'aters* Dear
co$$eague*friend*customer
Bours sincere$y *Best regards* wishes* Nind
regards
Dear 6ary Bours* Best regards* wishes* Nind regards
*merican (nglish
)alutation Complimentary line
>ent$emen:* Dear 6adam * 1ir.s/ 0ru$y yours*Bours tru$y* * +aithfu$$y yours*
Bours faithfu$$y
Dear 6r*6rs*6s*6iss -udson 1incere$y yours* Bours sincere$y* Best regards*
Best wishes*Cordia$$y yours
Dear Nicho$as Best regards* Cordia$$y
The signature given together with
the writer!s typed name
the writerFs position in the company
If the writer is not the person authorised to sign the $etter:
the printed name is preceded "y:
Jp.p.K 1per procurationem2 or
JforK:
#ary "mit*
p&p& 0om Aichard
1upp$y 6anager
Enc0osure 0ine the $ast point of a "usiness $etter
a""reviated to (nc.+encl.
gives the $ist of additiona$ documents sent with the $etter:
Encl.: 2 copies of t*e #ont*ly "tatement
1,
1;
+ig&2 Business $etter .samp$e/&
"EDE#$I% &td.
78 Bell Street
Washington DC, W !"#$%
$7 &anuary $''$
(ur ref) C*+mn+ , --
.r /aul 0evin
Washington Marketing Society
117 Seventeenth Street
Washington DC
W 1%7'$
Dear .r 0evin
,raining 2ourse
We are writing to you in 2onne2tion with the a3ove-metioned
su34e2t, following your arti2le on new trends in mar5eting pu3lished
in the De2em3er issue of the Marketing Review)
Sin2e your ideas seem very interesting to us, we would li5e to invite
you to deliver some le2tures to our sales people within a two-wee5
training 2ourse at the 3eginning of pril)
We are sure that the new strategy you propose for selling medi2al
e6uipment will 3e of great interest to our people)
Could you please 2onfirm, 3y #! Fe3ruary $''%, if you would
a22ept our invitation7 ll the other details will 3e dis2ussed as soon
as we re2eive your 2onfirmation)
We loo5 forward to your answer)
8ours sin2erely,
.arion 9vans
:uman ;esour2es .anager
Tpes of 1usiness 0etter 0aout
Iayout patterns* sty$es:
indented sty$e
"$oc sty$e
semi%indented sty$e
0he in%ente% st0e re4uires:
letter*ea$
insi$e a$$ress
complimentary close
si+nature bloc0
each $ine "e indented as compared to the $ine a"ove
c$osed punctuation .fu$$ stops5 commas5 etc/ is used after each e$ement and $ine of these
$ayout items
letter bo$y
the first $ine of each paragraph is indented
reference line
$ate line
complimentary line
are p$aced on the right%hand side
0he 10oc? st0e
a$$ $ayout items are p$aced on the $eft%hand side
punctuation is omitted from a$$ the items e2cept for the main $etter "ody
each $ine of the paragraphs starts in the $eft%hand margin
paragraphs are separated "y dou"$e space
0he two patterns differ from many points of view
-owever5 the use of punctuation in the main "ody of the $etter is compu$sory in "oth cases&
Com"inations of the two patterns:
semi.bloc0 style . .when some e$ements are p$aced in the centre of the paper or on the
right%hand side/
semi.in$ente$ style indentation of the first $ine of each paragraph
fu$$ punctuation .inside address5 sa$utation5 comp$imentary $ine5
signature "$oc and enc$osure $ine/
1=
1@
+igure @& Indented sty$e $ayout .samp$e/&
(letter head)______________
___________
_________
(date)______________
(ref. Line) ________
(inside address)
_________________
_______________
_____________
___________
(salutation)
____________________
__(subject line)
_______________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
_______________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
(complimentary line)______________
(signature)
(typed name)___________________
(position)_________________
(Encl.)______________
+igure E& B$oc sty$e .samp$e/&
(letter head)__________
____________________
____________________
(date)________
(ref.line)________
(inside address)_________
______________________
______________________
______________________
(salutation)__________
(subject line)_____________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
(complimentary line)____________________
(signature)
(typed name)__________
(position)_____________
(Encl)_______________
1E
6)NIN> )N ENOMIAB
3omplete t*e follo/in+ letter an$ t*en ans/er t*e 4uestions:
1& 'ho writes on "eha$f of 1MN1-INE -ote$s(
1H
1MN1-INE -ote$s
10 Iion 1treet
@ )-D )msterdam
0he Nether$ands
1; Decem"er 2003
Bour ref:
?ur ref: )C*gc* )mst 03
0he A?6+)10 Ban
12 Oueen 6ary 1treet
District 3
Bucharest
Aomania
Dear 1irs
Ae: Baning services
'e P1P your P2P from 6r 0oma DQnescu5 >enera$ 6anager of
9Ro"Tour9% Bucharest5 who has P3P you as one of the most re$ia"$e "ans in
Aomania&
'e are P,P the hote$P;P and our P=P of hote$s is we$$%nown P@P
Europe& 'e have recent$y PEP the Aomanian maret5 with two PHP in
Bucharest and we wou$d P10P to P11P your "an for paying P12Pour
staff P12Pour supp$iers&
'e wou$d P1,P if you P1,P send us P1;P a"out the card system and
credit $ines you can P1=P us&
'e $oo P1EP to P1HP from you soon&
Bours P20P
SCarlsson
1teven Car$sson
-ead of +inance Department
2& 'ho is the addressee(
3& 'hat information is given in the first paragraph(
,& 'hat does 6r Car$son say in the second paragraph of his $etter(
;& 'hich of the phrases "e$ow wou$d you use to refer to 6r& Car$sonFs action(
-e is arranging a meeting
maing payment
sorting out $etters
giving a presentation
maing an en4uiry
maing a proposa$
,etters of en/uir asing for information
Bou mae an en4uiry in order to find out:
where you can find the product
how much you have to pay for it
if you can get a discount
what 4uantities of that product are avai$a"$e
how soon the supp$ier may honour your order
what simi$ar products are avai$a"$e on the maret
0he paragraphs of an en4uiry $etter have c$ear functions:
/aragraph
Function E@a"p0es
-
st
introduction
.how you found
information a"out the
addressee: name5 address5
type of "usiness etc&/
9'e have found the 1eptem"er issue of
your magaGine in the $i"rary of 9Aom0our9%
Bucharest&9
96r& 1teven Ao"son5 6anaging Director of
+IND)1 Corporation5 one of our partners5
has recommended your company to us and
P9
9'e have heard of your firm at the 3
rd
+air
of Consumer >oods in 0oyo $ast year&9
20
4
n%
$ A
r%

giving additiona$
information a"out the
situationL
giving "rief
information a"out your
companyL
offering to give further
informationL
$aunching the re4uest&
& 9'e are in the hote$ industry and our
chain of hote$s is we$$%nown throughout
Europe9
& 9?ur company is invo$ved in road
"ui$ding&9
& 9'e wi$$ "e happy to offer you further
detai$s&9
& 9'e wou$d $ie your comments on the
possi"i$ity of organising a #oint
conference&9
& 9'e wou$d appreciate if you wou$d
consider our proposa$ for a partnership&9
9Cou$d you p$ease send us your cata$ogue and
price $ist(9
0ast
paragraph
% ending the $etter .a
forma$ sentence to
c$ose po$ite$y/
9'e $oo forward to hearing from you&9
0he genera$ structure of an en4uiry $etter:
may "egin direct$y with the re4uest
information a"out the sender C his interest in the re4uest made
has to indicate the source of information5 which has faci$itated the en4uiry
5 letters en4uirin+ about people more specific
it shows c$ear$y who you are en4uiring a"out
descri"es the situation that has $ed to the en4uiry .promotion to a top position5
new emp$oyment5 a prospective merger*partnership etc&/
Aecommendations:
inc$ude a set of c$ear 4uestions that wi$$ he$p the respondent to structure the answer
according$y
these $etters shou$d "e very o"#ective
shou$d re$y on facts
the information supp$ied shou$d "e used for "usiness purposes on$y
getting or giving information a"out someone with the permission from the person
concerned
21
such information must "e treated confidentia$$y
AEDIIE1 0? ENOMIAIE1
) serious "usinessperson wi$$ a$ways answer an en4uiry&
)nswers:
& positive an order or a contract wi$$ fo$$ow
& negative .refusa$/
Interested in the proposa$ answer it prompt$yR
E2perienced "usiness peop$e move fast:
confirm the $etter: ora$$y5 over the phone5 "y e%mai$
a forma$ $etter wi$$ "e sent $ater
Aead the en4uiry rep$y $etter "e$ow and then find in its te2t the parts that comp$y with the
functions given in the $ist "e$ow:
a) confirming receipt of en4uiry and thaning for the $etter
3) e2pressing satisfaction for "eing contacted
2) giving specific information in answer to the 4uestions in the en4uiry
d) taing action
e) c$osing optimistica$$y5 e2pressing hope for future co%operation
22
A?6+)10 B)NN
23 Ning +erdinand Bu$evard
District 15 Bucharest
Aomania
20 Decem"er 2003
Bour ref: 1C*gc*Aom&03
?ur ref: ?D*ms* )mst 03
0he 1MN1-INE -ote$s
10 Iion 1treet
@ )-D )msterdam
0he Nether$ands
Dear 6r Car$sson5
Ae: Bour $etter of 1; Decem"er 2003
0han you for your a"ove%mentioned $etter en4uiring a"out our "aning
services& )s you have found out from some of our c$ients5 our standards are
high and our services prompt and efficient&
'e have recent$y deve$oped our range of products5 inc$uding some new credit
$ines5 which are successfu$$y used "y many $arge Aomanian firms and foreign
companies woring in Aomania&
'e are sending you enc$osed a detai$ed description of our products and hope
that you wi$$ find them suita"$e for you& D$ease contact us "y phone or e%mai$
if you have additiona$ 4uestions& ?ur staff wi$$ "e g$ad to he$p you mae the
"est choice&
'e $oo forward to hearing from you soon&
Bours sincere$y
ODumitrescu
?ana Dumitrescu
-ead of 6areting Department
'. (i)in neati)e re*lies to en+uiries
4.a 3omplete t*e follo/in+ sentences t*at are often use$ in letters expressin+ refusal:
1& 'e are __________ that we ___________ send the goods so soon&
23
2& 'e ________sorry ______ we ________ una"$e to he$p you ______ deve$oping the
pro#ect&
3& 'e are sorry to _________you that we __________invest in hote$ industry&
,& 'e _________ that we are __________to grant you such a "ig $oan without third%
_______ guarantee&
;& 'e ____________ inform you _______ the C12 video pro#ectors are _____ of stoc&
=& 'e _________to inform you that the opening you are interested in was fi$$ed two wees
ago&
@& ____________5 you have fai$ed to supp$y the goods as per the contract&
4.1 No/ fill in t*e para+rap*s belo/ ta0en from t/o letters of refusal:
9'e P1P to inform you that we no P2P manufacture the pro#ector type you are P3P in&
Instead5 we cou$d P,P you a simi$ar product at an afforda"$e P;P and significant$y P=P
characteristics&9
9 0han you for P1P $etter P2P20 Sune 200, P3P a"out a "an P,P&
)fter carefu$ P;P of your documents5 we P=P to P@P you that we are PEP to he$p you&
PHP5 you do not P10P sufficient co$$atera$5 as it resu$ts P11Pyour documents&9
' 0etter of refusa0
carefu$$y worded
the genera$ tone of the $etter respect and understanding
to create a favoura"$e atmosphere for a possi"$e re$ationship in the future
1tages:
confirm receipt of the en4uiry $etter
e2press regret .for not "eing a"$e to he$p/
give reasons for your negative answer
offer an a$ternative .if possi"$e/
end on a friend$y5 encouraging tone
2,
2;
10)A Ban
; Iong 1treet
Edin"urgh
3E ;= E>
>reat Britain
>rungwa$d and 1on
2, +orest 1treet
)msterdam
0he Nether$ands
Dear 6r >rundwa$d
Aep$y to en4uiry
0han you for your $etter P1P1E 6ay 2002&
P2P your proposa$ is very attractive5 we P3P that we are P,P to
invest in your pro#ect for the moment&
P;P some management changes5 we P=P restricted our P@P
funds for a certain PEPof time& 'e PHP move "ac to our P10P
investment P11P as P12P as some o$d P13P wi$$ P1,P"een P
1;P& 'e estimate that this wi$$ not P1=Pmore P1@Psi2 months& P
1EP your proposa$ is rea$$y interestingL we can tae your pro#ect as a
priority at that time&
0han you again for yourP1HP&
P20P our proposa$ does P21Pfit you5 we wou$d $ie to P22Pyou
every success in the future&
Bours P23P
MBray
6ary Bray
-ead of Investments Department
,ETTERS (F C(*),'INT
Possible reasons/situations of complaint relate$
1& de$ayed de$ivery
2& undershipment
3& s$ow operations
,& inade4uate invoices
;& incomp$ete information
=& overshipment
@& "ad "ehaviour
E& "readown of the I0 system
H& de$ays in money transfer
10& non%payment
11& inade4uate advice
12& s$ow recording of documents
13& inefficiency in manipu$ating documents
1,& overcharging
1;& de$ivery of the wrong goods
Conf$icts are very fre4uent in "usiness&
Dartners interested in achieving and defending their interests and goa$s
'hen conf$icts occur try to so$ve them amia"$y
without affecting the "asic re$ationship
without damaging the professiona$ image or position he$d in the "usiness
environment
eep the costs of the conf$ict to the minimum
)n effective way:
T $et our partner now that something wrong happened
T try to find out a"out the causes of the mistae that have generated our
discontent
T spea or write a"out them
6aing comp$aints
,.a W*at functions $o t*e follo/in+ p*rases 1a .f2 express6
a& 9'e are ready to do that if you can offer us a 2U discount for the remaining shipments&9
"& 9 'e are writing with reference to the a"ove%mentioned contract for repair wors&9
2=
c& 9 'e can presume that the contents of the second van were intended for another
customer&9
d& 9 -owever5 we regret to inform you that P9
e& 9 'e are sorry to remind you that5 if you do not rep$ace the wrong goods within 10 days
as from the receipt of this $etter5 we wi$$ "e o"$iged to refer to the Dena$ty C$ause
stipu$ated in our contract&9
f& 9 )ccording to a previous agreement with you5 we have p$aced the merchandise in our
warehouse and we wi$$ eep it there unti$ you can co$$ect it&9
1& stating the su"#ectL reference to documents .connection with the 9su"#ect
$ine95 if e2pressed/
2& stating the reason of comp$aintL
3& suggesting possi"$e causes of the pro"$emL
,& stating the action you re4uest your partner to taeL
;& mentioning the action taen "y you .if any/
=& maing suggestions to so$ve the pro"$em .specia$ re4uests to compensate
you for the $osses sufferedL mentioning pena$ties if the partners may fai$ to
repair the situation/&
2@
-I0EC- I0D&
Aomanian Division
0he Continenta$ -ote$
1tr& )Guru$ui 1;5 1ector 2
=3,;1 BucureVti5 AomWnia
30 1eptem"er 200,
6r& Doru Dinescu
Director
A?6+)10 Ban
12 Oueen 6ary 1treet
District 35 Bucuresti5 Aomania
Dear 6r& Dinescu
Contract 21; of 2@ 6arch 200,
'e are P1Pin connection with ourP 2P contract for staff payment through card systems P
3P"etween your "an and ourP,P&
)s P;P in the contract5 your "an P=P transfer the corresponding P@P to our staff
individua$ PEP "efore the H
th
day of each month& Everything went 4uite we$$ unti$ Sune 200,
when our emp$oyees PHP a"out their accounts P10P credited one wee after the P11P
date&
1ince this P12P again in Su$y and 1eptem"er5 we wonder what has P13Pwith the re$evant
department of your "an&
P1,P5 we have P1;P a$$ the records and documents de$ivery dates for P1=Pour P1@P
staff are responsi"$e5 "ut everything has "een P1EP without P1HP de$ay or mistae&
1ince P20P in P21Ppayment is a very serious matter5 we P22P inform you that5 if you do
not tae P23P so as such things "e comp$ete$yP2,P5 we wi$$ "e P2;P to P2=Pto the P
2@PC$ause in our contract and even to P2EPthe contract a$together&
In the hope that the situation wi$$ "e P2HPas soon as possi"$e5 we $oo forward to hearing from
you&
Bours P30P
0om Be$$
+inancia$ 6anager
A.1 E@p0aining the pro10e"
'riting $etters of comp$aint a difficu$t tas
2E
e2p$aining the pro"$em a ey function in this situation
mae the reader understand his fu$$ responsi"i$ity for the negative conse4uences
deriving from the mistae
the $etter shou$d convey the necessary encouragement for immediate action
try to maintain the previous friend$y re$ationship
1triing "a$ance "etween irritation and po$iteness
the writer!s a"i$ity to se$ect ade4uate $anguage
)o0ite negative "essages=
9we are sorry "ut we have to remind you thatPP9
9Mnfortunate$y5PP9
9we regretfu$$y inform you thatPP9
9we regret "ut we have to draw your attention to PP9
9we are sorry to inform you thatPP9
9we were surprised to find out thatPP9
)DSM106EN0 IE00EA1
. #atc* t*e follo/in+ meanin+s of t*e verbs in italics /it* t*e sentences belo/:
a) regu$ate
3) put in order
2) sett$ing c$aims
d) in harmonious re$ations with other persons
e) change one!s way of $iving5 thining5 etc&
1& Bou have to "e gratefu$ to her for he$ping you to "ecome a /ell.a$,uste$ young man&
2& D$ease do not a$,ust your setsR .warning on 0X screen/
3& 6anagers have to a$,ust t*emselves to new cu$tura$ conte2ts&
,& I!ve checed it myse$f& ?ur partner is right& 'e!ve de$ivered $ess than agreed& 'e have to
send them an a$,ustment $etter&
;& 0he device a$,usts itse$f to changes in humidity&
)n a%>ust"ent 0etter is an attempt to restore the re$ationship and maintain the company!s good
reputation& )s a resu$t5 its tone shou$d "e po$ite and reconci$iatory and shou$d he$p to achieve the
fo$$owing functions:
T confirm receipt of the comp$aint $etterL
T e2p$ain the cause.s/ of the pro"$emL
T mention action taen so as the pro"$em may not happen againL
T reassure the customerL
T state the steps taen in order to so$ve the pro"$emL
T if a so$ution was suggested5 give your opinion "y accepting it or coming up with a
counterproposa$L
T apo$ogise for the trou"$e caused and end optimistica$$y&
2H
%
30
A?6+)10 B)NN
12 Oueen 6ary 1treet
District 3
Bucharest
, ?ct&200,
Bour ref: 0B*tg* Am 0,
?ur ref: DD*md* BCC
-I>-0EC- Itd&
Aomanian Division
1tr& )murgu$ui 2E
1ector ,
Bucuresti
Dear 6r Be$$
Comp$aint % Contract 21; of 2@ 6arch 200,
'e P1P receipt of your $etter P2P 30 1eptem"er 200,5 P3P the de$ay
in P,P for your staff as per the P;P contract&
'e have $ooed P=P the matter and found P@P that your PEPisPHP&
Due to an P10P"readown of the I0P11P5 the $ast step of the money P
12Pprocedure P13Pnot "e P1,Pat the P1;P time& Besides5 in Su$y5
we P1=Ptwo persons for money tranfer P1@Pand it P1EPsome time
unti$ they got P1HPwith the who$e system&
'e are P20Pvery P21Pfor the P22Pcreated and we P23Pyou that no
P2,Pwi$$ occur from now P2;P& 'e have taen measures that the P
2=P%hired persons P2@Phe$ped "y an P2EP officer for a period of si2
months& 0he P2HPof department wi$$ increase P30Pon this area of
activity& )$so5 in P31P for the situation you have P32P through5 we P
33P to carry out "an operations for your staff5 free ofP3,P5 for a period
of three months&
P3;Pagain for the trou"$e P3=Pto you5 we do hope that this regretta"$e
P3@P wi$$ not P3EP our futureP3HP&
BoursP,0P
BBinescu
Doru Dinescu
Director
C$ients usua$$y re4uest compensation for the $oss incurred:
a discount
an additiona$ 4uantity
an e2tension of time for comp$etion etc&
$n,ustified com*laints
0here are situations when their c$aims shou$d "e re#ected
1& In such a case5 the $etter shou$d inc$ude a paragraph stating c$ear$y that you cannot accept
responsi"i$ity for the mistae and5 conse4uent$y5 no compensation wi$$ "e given&
2& Ae#ection of comp$aints shou$d "e done in a po$ite way5 no matter how firm the writer!s
attitude may "e&
,& 3*oose a suitable para+rap* from column & in or$er to re,ect complaints in column 5:
) B
1& the 4ua$ity of the f$our is not the same as
that agreed onL the c$ient ass for a 3U
reduction in price for the who$e 4uantity
a& 'e are sorry "ut we cannot accept your
comp$aint& ?ur e2perts have esta"$ished
that you did not o"serve the maintenance
instructions& 0herefore5 we cannot assume
any responsi"i$ity&
2& the printers have "een insta$$ed soon after
unpacing "ut they do not worL the c$ient
wants the printers to "e rep$aced
"& ?ur peop$e have checed the who$e $ot
carefu$$y and found out that the fa"ric has "een
damaged during transportation& Conse4uent$y5
we cannot "e ept responsi"$e as the damage
occurred in transit&
3& the who$e $ot of fa"ric must "e rep$aced as it
is stained and torn
c& 'e have investigated your comp$aint
carefu$$y& 1amp$es of the materia$ have "een
taen and tested again& 0hey comp$y fu$$y with
the standard agreed on& 'e regret we cannot
accept your comp$aint and5 conse4uent$y5 no
reduction in payment wi$$ "e made&
,& after three month operation5 five of the
washing machines "ought for the hote$ $aundry
seem to have serious defectsL the c$ient c$aims
that the machines "e rep$aced
d& ?ur e2perts have $ooed into the matter and
say that the printers have not "een insta$$ed
according to our instructions& 0herefore5 we
can offer you technica$ assistance to correct the
insta$$ing defects "ut we do not accept to
rep$ace them&
AED?A01
What are reports!
31
Wh stu% 1usiness report writing!
' 1roa%er %efinition=
Reports are a$most any presentation of information5 ranging from the e2treme$y forma$ to the
high$y informa$&
' narrower %efinition=
' 1usiness report is an or%er0 and o1>ective co""unication of factua0 information that
serves some 1usiness purpose&
Classification criteria-
-. Su1>ect "atter
4. Ti"e interva0
A. Function
8. For"a0it
C. )hsica0 factors
D. Writer&rea%er re0ationship
E. Status of authorship
F. *isce00aneous
-. Su1>ect "atter
$imit$ess possi"i$ities
e&g& in the fie$d of accounting:
cost
au$it
tax
finance
e&g& "road su"#ect fie$ds:
accountin+
mana+ement
economics
finance
en+ineerin+
mar0etin+
4. Ti"e interva0
perio$ic reports < written regu$ar$y .dai$y5 wee$y5 month$y5 annua$$y/
special reports < prepared for a specia$ assignment that is not $ie$y to "e repeated
with any degree of regu$arity
32
A. Function
7nformational reports
% is $itt$e more than a "are presentation of facts on the su"#ectL
% contains no attempt at ana$ysisL
% any decision or interpretation that comes from the data presented must
"e drawn "y the reader himse$f&
Examination reports
% carries the pro"$em one step further than does the informational
reportL
% the writer ana$yGes and interprets the dataL
% no conc$usions or recommendations
5nalytical reports
% presents and ana$yGes dataL
% draws conc$usions from the dataL
% it may even arrive at recommendations&
8. For"a0it
Formal reports < a$$ those reports that are dressed up physica$$y and are appropriate$y
worded to fit the re4uirements of a forma$ occasion&
7nformal reports < a$$ reports with the maeup and wording re4uirements of an
informa$ occasion&
C. )hsica0 factors
#emoran$um report:
i& concerns a routine matter that must "e transmitted within an organisationL
ii& is written on specia$$y prepared forms&
'etter report:
has a$$ the physica$ properties of a typica$ "usiness $etterL
is c$assified as report "ecause of the nature of its content&
"*ort report:
a& topics that are of medium or moderate $engthL
"& have no great need for forma$ presentation&
'on+ report:
a& presents re$ative$y $arge pro"$emsL
"& forma$ presentationL
c& its contents are carefu$$y organised and mared with captionsL
d& may re4uire supp$ementary parts as an appendi25 "i"$iography5 or inde2&
D.Writer&rea%er re0ationship
5$ministrative report < officia$$y written within a "usiness organisation to
faci$itate operations&
Professional report < is su"mitted to an organisation "y outside specia$ists&
7n$epen$ent report < are fre4uent$y written "y non%profit research
organiGations5 which write up and pu"$ish the resu$ts of a pro#ect for a pu"$ic
review&
E. Status of authorship
Private report < written "y those engaged in private "usinessL
33
Public report < written "y emp$oyees of pu"$ic institutions .e&g& government5 professiona$
societies5 co$$eges5 etc&/L
7n$ivi$ual report < written "y an individua$ without the authoriGation of any pu"$ic or
private group .e&g& a research scho$ar woring on his own authority wou$d present his
findings in an independent report/&
*isce00aneous
Pro+ress report < presents the progress of an undertaing .e&g& construction of a
"ridge5 an advertising campaign5 etc&/
8ustification report < presents a decision to a particu$ar pro"$em&
%ecommen$ation 1improvement2 report < an ana$ytica$ report that conc$udes with a
recommendation&
C$assify each of the reports descri"ed "e$ow on the "asis of each of the c$assification schemes&
a& 0he supervisor of a production department su"mits a wee$y report on the output of this
unit&
"& )n outside sa$es consu$tant writes a 30%page report ana$ysing a companyFs sa$es
programme and maing recommendations for future action&
c& ) committee appointed to study a safety programme in the p$ant sends its written
findings and recommendations to the top administration of the company in a two%page
report&
d& ) researcher su"mits a ,3%page report presenting the findings of a specia$ investigation
he has conducted for the "oard of directors&
e& ) production worer investigates a pro"$em for his "oss and su"mits his findings in a
one%ha$f page report&
Structuring a report=
)oints to consi%er=
'ccurate info& presented must "e factua$$y correctL
Co"p0ete to inc$ude a$$ the info necessary to he$p others mae a decision
Ba0ance% present a$$ sides of the issue fair$y and e4uita"$yL
C0ear G 0ogica0 c$ear sentence structureL se$ection of wordsL Bocu"ente% proper0
indicate whether you use primary or secondary sources of informationL give credit to sourcesL
The structure=
a. an intro%uctor paragraphH part
3,
+unctions:
1& Duts the report in a "roader conte2t
2& Introduces the su"#ect*purpose and indicates why the su"#ect is important
3& Dreviews the main ideas and the order in which they!$$ "e covered
,& Esta"$ish the tone of the document and the writer%reader re$ationship which
)n introduction cou$d contain the fo$$owing topics:
aut*orisation: when5 how5 "y whom the report was authorisedL who wrote the reportL when it
was su"mitted
problem/opportunity/purpose:
scope: what is and what isn!t going to "e covered "y the reportL report!s siGe Y
comp$e2ity
bac0+roun$: historica$ conditions Y factors that $ed up to the reportL
sources and methods: sourcesL how samp$es were se$ectedL how
4uestionnaires were constructedL the section "ui$ds reader confidenceL
$efinitions: a $ist of terms that might not "e fami$iar to readers a$ong with their definitionsL
limitations: factors "eyond your contro$ that affect report 4ua$ity ."udget $imitationL schedu$e
constraintsL $imited access to information or peop$e/
Dependence on:
Nature
Iength
Circumstances
'riter%reader re$ationship
E2amp$e:
90he performance of the Xenture $ine can "e improved&
In the two years since its introduction5 this product $ine has achieved a sa$es vo$ume $ower than
we e2pected5 resu$ting in a drain on the company!s overa$$ earnings& 0he purpose of this report is
to review the $uggage%"uying ha"its of consumers in a$$ marets where the Xenture $ine is so$d5
so that we can determine where to put our maret emphasis&9
introduces the su"#ect .disappointing sa$es/
3;
te$$s why the pro"$em is important .drain on earnings/
indicates the main point of the report .review of marets where the Xenture $ine is so$d/
1. *ain 1o% in which re$evant information is presented in detai$ under suita"$e
su"headingsL
explanations of a problem/opportunity
facts/statistical evi$ence/ tren$s
results of stu$y/investi+ation
$iscussion/analysis of potential causes
a$vanta+es/$isa$vanta+es/costs/benefits of potential courses of action
proce$ures/steps in a process
met*o$s an$ approac*es
criteria for evaluatin+ alternatives an$ options
conclusions 9 recommen$ations
supportin+ reasons for conclusions an$ recommen$ations
E2amp$e:
9During the $ast two wees of 6ay5 I scouted three Bucharest $ocations for our spars& Diana
)vram recommends these sites in her "usiness deve$opment report which is on the intranet
under 9Aegiona$ reports95 if you wou$d $ie to review it& 0he three areas are e2isting in
shopping centres&
C(*)'RIS(N (F BUC#'REST SITES
Site Space 'vai0a1i0it Co"petition Visi1i0it
0ei 200 s4uare
meters
Now Ever Entertain has
"egun construction
.2 "$ocs east/L no
other spars within a
= "$oc radius
NoneL on the
second of two
retai$ f$oors in
this "ui$ding
BQneasa 320 s4uare
meters5 with
additiona$ 100
s4uare meters in
one year
6arch >B6+I0 .2 ha$$s
north and one west/
Door visi"i$ity
3=
CrWngaVi 0wo options:
,00 s4uare
metersL
=00 s4uare
meters
Now for the
$arger siteL 6ay
for the sma$$er
one
?ne spar in the area
.Flo/er &ay/
>E0 +I0.2 ha$$s in
a "$oc north/
SC(UTING ),'NS F(R IUNE
?ur schedu$e has "een pretty tight for the $ast four wees& Be$ow you find our p$an for Sune:
Bucharest: I wi$$ contact &uc*arest 7nfo agency to get additiona$ data a"out a$$ three sites&
.we can have figures in 10 days&/ 6aria!s team to get permission with the $oca$ authority to
study future "ui$ding p$ans in each $ocation& I wi$$ contact 6r& )ure$ian 1tan from the City
-a$$ to ta$ a"out construction restrictions&
D$oiesti: Dan Xasi$escu wants us to see some sites he had $ocated "efore& I sha$$ send DragoV
Xoicu or visit them myse$f&9

c. Conc0usion which summarises the information given5 and may inc$ude an opinion and*or
suggestion*recommendation&
$o not intro$uce ne/ information
if t*e report is inten$e$ to lea$ to action) state clearly /*at s*oul$
*appen next
tas0 assi+nments
set of clear conclusions
combination of conclusions an$ recommen$ations also possible
for multiple conclusions an$ recommen$ations use numbers an$ list t*em:
190he findings of the study*report $ead to the fo$$owing conc$usions:92
Befinite an% tentative was of writing
Ver1s '%ver1s
appears to perhaps
seems to possi"$y
tends to pro"a"$y
may apparent$y
might $ie$y
Befinite state"ent=
7n$ustrialisation is vie/e$ as a superior /ay of life.
Tentative state"ent=
7n$ustrialisation ten$s to be vie/e$ as a superior /ay of life.
3@
E@ercise
,oo? at the fo00owing sentences=
a& It is a$so $ie$y to appear in the deve$opment of institutions&
"& 0he idea$ of economic deve$opment tends to "e associated with different po$icy goa$s&
c& Derhaps greater c$arity can "e "rought to the meaning of economic deve$opment&
#ow wou0% the a1ove three sentences 1e written if we wante% to "a?e the" definite an%
not tentative.
Model-
Report on i"proving pro>ect tea" co""unication
Intro%uction
0he aim of this report is to identify communication pro"$ems within the new pro#ect team and
recommend ways of improving this communication&
Fin%ings
0o "egin with5 individua$ interviews were he$d with a$$ eight team mem"ers& Each team mem"er
a$so comp$eted a 4uestionnaire5 which was designed to high$ight the effectiveness of
communication within the team& 1evera$ ey issues arose from this feed"ac&
1/ )$though individua$ team mem"ers meet fair$y fre4uent$y to discuss the pro#ect5 the outcome
of these discussions is not shared among other team mem"ers& +urthermore5 these individua$
meetings are creating mini%teams within the team& 0his5 of course5 damages team spirit&
2/ 0he eight team mem"ers are $ocated in different parts of the "ui$ding& 0his does not encourage
contact and resu$ts in the situation out$ined in Doint 1&
3/ 0eam mem"ers do not mae enough effort to share information "y emai$& 6essages are sent to
one person on$y and not copied to co$$eagues&
Conc0usion
No evidence of personne$ pro"$ems was found among team mem"ers& 0he $ac of
communication is due to difficu$ty with procedures and $ocation5 "oth of which shou$d "e easy to
so$ve&
Reco""en%ations
1/ It is recommended the who$e team meet on a wee$y "asis to share information and time
together&
2/ 0eam mem"ers shou$d remem"er to copy co$$eagues in on emai$s re$ating to the pro#ect& 0his
may re4uire some training with the emai$ software&
3/ It has "een suggested that the team attend a team%"ui$ding seminar or adventure weeend&
0his wou$d "e a good idea&
3E