Business Writing Skills

By,

Mainstream Training Centre

606, D. S. Trade Centre, Station Road, Vidyavihar (W), Mumbai 400 086. Tel: 5598 3272 / 2515 2120 Email: lataell@vsnl.net

Effective Business Writing Skills

Many competent, articulate business people experience a moment of panic when they are asked to write a report, memo, proposal or letter. Faced with putting their thoughts in writing, they become confused about what to say, how to say it, and how to manage the mechanics of grammar, spelling and format. Writing is manageable once you break it down into a series of small steps. Good writing is the result of good planning and clear thinking. The steps outlined below will help you identify your purpose in writing and type of business communication, clarify your thinking about what you want to say, and show you how to go about the actual process of getting your message to the reader.

Steps to Successful Writing: I. Preparation:

- Be clear about your purpose. - Analyze your reader. - Determine the scope of your coverage.

II. III.

Research:
Compile a complete set of notes and create a working outline from the notes.

Organization:
For the reader to comprehend the material, it has to be organized. Therefore, determine the best sequence in which your ideas could be presented.

IV. Writing the Draft:

Once you have established your purpose, readers needs and scope, and have completed your research and outline, you will be ready to write your first draft. Write the rough draft quickly, without worrying about grammar or refinement of language. Refinement will come with Revision.

V.

Revision:
Revision, the final step, requires a different frame of mind than does writing the draft. Read and evaluate the draft from the readers point of view.

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Ten Principles of Clear Writing

1. Keep Sentences Short For easy reading, sentences should vary in structure and length but, on the average, should be short. 2. Prefer the Simple to the Complex Many complex terms are unnecessary. When there is a simpler way of saying a thing, use it. Avoid complex sentences. 3. Develop Your Vocabulary Dont let preference for short words limit your vocabulary. Intelligence and vocabulary size are closely linked; you need long words to think with. 4. Avoid Unneeded Words Nothing weakens writing so much as extra words. Be critical of your own writing and make every word carry its weight. 5. Put Action Into Your Verbs The heaviness of much business writing results from overworking the passive verbs. Prose can usually be kept impersonal and remain in the active tenses. 6. Use Terms Your Reader Can Picture Abstract terms make writing dull and foggy. Choose short, concrete words that the reader can visualize. 7. Tie In With Your Readers Experience The reader will not get your new idea unless you link it with some old idea he already has. 8. Write the Way You Talk A conversational tone is one of the best avenues to good writing. Avoid stuffy business jargon. In letters, use we and you freely. 9. Make Full Use of Variety Use as many different arrangements of words and sentences as you can think up, but be sure your meaning is clear. 10.Write To Express, Not To Impress Present your ideas simply and directly. The writer who makes the best impression is the one who can express complex ideas simply. Big men use little words; little men use big words.

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Tips for Effective Writing

Maintain consistency in: - Tense - Usage of capitals (e.g. if capitals are used in Sales Department. Use capitals for these words throughout the text.) Know what you want and say it in the first paragraph. Put statements in the positive form. Correct use of Possessive Case (Apostrophe S / S) a) Most nouns are made possessive by adding S. e.g. The clients file, the oceans beauty. b) If a noun already ends in S and is in plural, simply add an apostrophe after the last letter S e.g. clients copy, auditors visit, boys school, girls college But one colleges Principal. c) A singular noun ending in S may be made possessive either way. e.g. The actresss role / The actress role. The tigresss prey / The tigress prey. d) Where joint possession is being shown, the S usually is added only to the last member of the series. e.g. Ashok and Aruns boss is going to Delhi tonight (joint possession) that is Ashok and Arun have a common boss. But Ashoks and Aruns bosses are invited for the gathering. e) The words its, hers, his, yours, ours, theirs, do not take a possessive sign / no apostrophe sign. Unlike the childs toys or clients file. In a sentence, too many ideas or words should not be packed. Ensure that your sentence should not have more than twenty words. Title should be in the centre, and not exceed seven words. Use verbs to move sentences. Watch out for words ending in tion, ment or ence. e.g. use announce instead of announcement.
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 Use active voice. Passive voice makes the sentence more complicated. Active voice, like active verbs, adds interest and liveliness to your writing. It describes who or what carried out an action. e.g. I sent the letter. Congress passed the Bill. The passive voice is more static and describes who or what received the action. e.g. The letter was sent by me. The bill was passed by the congress. Avoid unnecessary words.

Tips to Write for On-line Readers:

Keep the visual appearance of tour writing simple not crowded screens Prefer bulleted or numbered lists to paragraphs Make full use of headings and subheadings and leave enough space Keep paragraphs short (five lines or so) Put the main point of every paragraph in the first line Use fewer words cut out the deadwood Highlight key words in the text

Additional information on Email:

1) Privacy: Email is almost never totally private. Once you hit Send, your document exists forever, somewhere in the cyberspace, and anyone with enough power and computer resources can find it and read it. Email can also be printed out and saved or circulated with one keystroke, and it can be forwarded an infinite number of times the same way. 2. Unwanted Email/ Spam: Many people like to send jokes, chain letters, prayers, and so on to others on the Web. Etiquette requires senders to ask their would be recipients first whether they mind receiving jokes (or
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inspirational stories, or sure fire investment schemes, or whatever) from time to time. Sexually offensive, physically or sexually threatening mail (called harassing mail) is a much more serious issue. What do you do if you receive such mail? Simply deleting it may well end the matter. If the mail is repeated, save the mail. Its easy to delete something without even reading it if you recognize the harassing or threatening senders address. If the mail or its offensiveness seems great, you need to save the email for record and take it to the appropriate authorities 3. Professional Correspondence: The subject heading: if the subject line is too vague (for example, it says something new or Hello), your letter might get put at the bottom of the cue. If the subject line is specific (it says contract on its way or new writing project), your reader will pay attention. The salutation: Dear Balasubramanium, Dear Professor Amle, or Hello Vaishali, depending on your level of familiarity. If you do not know the name of the recipient, use the individuals title instead: Dear Personnel Manager. The body of the email: Email correspondence usually is more concise that print correspondence. If the letter is good news or a routine request, you want the first paragraph to get right to the point: give the good news, make the request. Then the second paragraph can elaborate on that good news or that request, and the third paragraph can explain what you hope will happen next (how the shipment is to be delivered, what you hope next in the employment process, and so on). If you can do the letter in one screen, thats a real plus. The signature block: In addition to adding your name at the end, include your phone and fax numbers and other contact information.

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Letter Writing
Business letter-writing styles have changed over time. Lengthy letters were common and generally acceptable in the past. Todays writers and readers, being busy, do not have time for rambling digressions and prefer letters that are concise and clear.

An effective business letter would comprise parts as follows:

1. Name and Address: This is the receivers name and address. The receiver should be addressed by his full name and designation, followed by his company name and address. The address lines should have punctuation (comma) at the end of every line and a full stop at the end of the address. While writing a letter to a lady, use the title Ms. and not Miss or Mrs., unless she has specifically asked you to write otherwise. 2. Reference Number: The reference number helps in filing and tracing letters. Reference number should simply state the initials of the company or department and a serial no. 3. Date: Date can be written in various forms like 3/8/2004, August 3, 2004 and 3rd August 2004. Though all these forms are correct, for clarity 3rd August 2004 would be ideal. Always write the month in full, i.e. August and not Aug. Writing short forms for the month shows hurry on the part of the writer and creates a poor image. 4. Salutation: Always address your letter to a named person. Use the form Dear Sir/Madam only if you cannot find out the recipients name. If you know the person well, and are on first-name basis, use his or her first name (Dear Ajay). When addressing more than one man in the same letter use Mr. with each individuals last name e.g. Dear Mr. Shah, Mr. Bhat and Mr. Desai . 5. Subject: Subject line should state the purpose of the letter. It should be in the centre of the page and should be highlighted by making it bold and underlined. The subject line should not exceed seven words and should fit in one line. If you are replying to a letter, include the reference number of the letter being replied to. 6. Body Copy: This is the heart of your letter. This is where you give all information and facts to be conveyed to your receiver. The body copy of a letter should be divided into three parts: Purpose Why are you writing the letter? The facts being presented. Present them in a logical order. Facts
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 What do you want the receiver to do? In certain cases the fourth part is: What you intend to do if you do not get a reply? 7. Signing off: This has three parts Thank you Yours sincerely / faithfully Your signature, name and designation.

Action desired

The first element of signing off is to thank the person. This should be simply written as Thank you and not Thanking you. This has to be followed with a full stop. The second element is to conclude. The thumb rule is that, if you address the person by full name, you can conclude with Yours sincerely. While using the form Dear Sir / Madam, conclude with Yours faithfully and if you are addressing the person by his first name, you can conclude with Regards. But in todays time, you can conclude your letters with Yours sincerely in any of these situations. A comma follows the conclusion. The third element is your signature and name. Your signature should be followed with a name and designation. There is no need to put brackets for the name and designation. Mr. or Mrs. or any other title should not precede the name. However, a woman may put a title (Ms.) in brackets after her name. 8. Enclosures: When you attach any documents with your letter, specify by writing the word Enclosures after signing your name. List the number of enclosures. 9. Post Script: It was originally used to add an idea that the writer forgot to include in the body of the letter. Nowadays, postscripts are avoided as it shows that the writer has forgotten to add this point and did not plan his letter well.

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Business Letter Writing A Model

Given below is a letter of complaint about delay in fulfillment of an order placed last month. 25th July 2004 Dear Sir, Re: Our order no MR 687 Last month we ordered 110 boxes of your article no.251. You promised delivery on 30th June 2004. So far we have not received this shipment and have not even heard from you. May be you had some genuine problem in filling our order or perhaps the consignment has been held up somewhere in transit. Will you kindly inform us soon on receiving this letter when we should expect the shipment to reach here? Regards Yours faithfully,

Pradeep Sawant

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Memos
Purpose: Memos are used for issuing instructions to staff, asking for opinions on policy changes, inviting suggestions, giving information, or making requests. Difference Between A Letter and A Memo: 1) Typically, you write memos to people within your place of work, and you write letters to people outside your place of work. 2) One major difference between memos and letters is the title line found in memos. Because readers often decide whether to read the memo solely on the basis of this title line, the line is important. 3) It is important to note that a memo does not have a salutation and complimentary close. But the subject is clearly written and underlined. 4) Another difference between letters and memos is that you sometimes write memos that serve as short reports. In such cases, the format for the memo changes somewhat. For instance, in a memo serving as a progress report for a project, you might include subheadings and sub-subheadings. * Note that people who are mentioned in a memo or are directly affected by the memo should receive a copy. Memo Format: Each memo has five headings at the top of the first page. 1) Company name, usually contained in the letterhead. 2) The word To followed by a colon which will indicate the memo receivers name. Use the readers full name with any professional title such as Dr. but without the complimentary titles of Mr., Ms., Mrs., Miss. If you are sending the memo to several people list them after the word To. However, if the list is long put only the primary recipients name and list the other names at the end of the memo. 3) The word From followed by a colon indicating the sender. Your name and professional title go after this heading. 4) The word Date and a colon. All memos must be dated for record. 5) The word Subject followed by a colon introducing the topic of the memo. State the subject in a few words but make sure it communicates that point of the

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memo. For example, a subject heading Employee Benefits Programme is not as specific as Changes in Employee Medical Benefits. The order of the headings may vary from company to company. Examples of a Memo Headings: Example 1: Company Letterhead To: All Division Heads From: R. Saxena, Vice President Sales Date: 18th August 2004 Subject: Employees Diwali Bonus Example 2: Company Letterhead To: Rohinton Patel Date: 18th August 2004 Yashodha Bhatt Reference: Ace Products, Kamlesh Gupta OH 456 From: Ravinder Kaur Subject: Delivery of Furniture to Ace Products Examples of Occasions when Memos are to be issued: Memo requesting departmental reports. Memo asking for feedback on the use of laptop computers. Memo regarding safety precautions to be taken. Memo to an employee asking for explanation for going on leave without prior permission. Memo drawing attention to employees for some undesirable conduct.

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Memo Writing A Model

Mr. Rajendra Shah is requesting current half-yearly departmental reports from all Heads of Departments, before the last day of the month. These reports need to be collated and incorporated in the general report for the Board of Directors meet on 1st September 2004. This memo is to be issued to Mr. Kirit Sanghvi, Finance; Mr. G. S. Dev, Sales; Mr. R. K. Gosal, Operations and Mr. K. Ahmed, Production.

BHARAT OIL PRODUCTS LTD. Head Office: Mumbai MEMO No: BLP/305 Date: 18th August 2004 From: Rajendra Shah To: All Heads of Departments SUBJECT: DEPARTMENTAL REPORTS Would you please make sure that your current half-yearly report is handed on to my secretary before the last day of the month so that figures can be collated and incorporated into the general report for the meeting of the Board of Directors on 1st September 2004. Thank you. C.C. Mr. Kirit Sanghvi, Finance Mr. G. S. Dev, Sales Mr. R. K. Gosal, Operations Mr. K. Ahmed, Production

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Business Report Writing

Report writing is a crucial form of communication in business. A business report is an important type of business communication. It is often prepared in support of an oral communication. Good report writing makes good business sense.

Roadmap for Business Reports:

I. II. III. IV. Foundation Planning Writing Fine Tuning

I. Foundation:
(A) Need for Business Reports: why do we need a report? Is it for annual sales or giving information before sending a proposal? (B) Types of Business Reports: Stand alone reports is published, not supplemented with an oral presentation Supporting reports accompanies an oral presentation, briefing or lecture Meeting reports states major highlights at annual or board meetings Project reports submitted during the course of a project Progress reports e.g. performance appraisal report Research reports surveys and researches Trip reports summaries of business trips Incident reports happening at a site e.g. blowing up of a blast furnished (C) Six Cs of a good business reports: Clear Use simple language, No jargon, Highlight the important points Concise Be precise, Do Express Not Impress, Avoid clutter, Make optimum use of space Credible Maintain ethical standards Consistent Always remember the purpose of the report, Be organized and Be audience centred Comfortable Break the report into small paragraphs, Use simple words, Make short sentences, Use visual aids e.g. graphs, pictures, Use correct grammar Complete Be self explanatory and complete

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II. Planning:
Good planning results in a comprehensive and content oriented report. Steps to report planning: Determine the scope of the report identify the objectives, study the audience and their needs Conduct research through primary sources e.g. interviews, surveys, reporters own knowledge, observations and witnesses through secondary sources e.g. reports, books, journals and previous data Filter unnecessary information is the information accurate, source credible, material outdated? Develop an outline list most important details of the report. Outline should provide enough information to guide the writer Determine: The budget personnel, costs, materials The calendar time for planning, writing and reviewing the report

III. Writing:
(A) Language of the report: Choice of words must be simple, no use of jargon Sentence construction should contain subject, object and verb Tense write the report in past tense Spelling use the spell check Abbreviations use etc., e.g. and other abbreviations Punctuation carefully use commas, colons, and semi-colons (B) Organizing the report: Preliminary material Title, Table of contents and Summary of chapters Body has four components: Introduction states purpose, sources and methods of data collection Core content arrange the main points clearly. Use illustrations as they make the report lively, break monotony of the text and enable the reader to obtain main the points Conclusion contains the results or observations derived from the research, incident or study

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Recommendations considers what should be the outcome of the report or how do we achieve the desired outcome, how to persuade people to agree to our plan of action Supplementary material Bibliography Should list all the sources used in writing your report, in alphabetical order, should include name of individuals interviewed for the report, except those who wish to remain unidentified Appendices include charts, questionnaires, short documents, graphs, photographs or any other data that can clarify the content (C) Formatting the report: Use heading and subtitles headings must be grammatically parallel Use correct font larger for heading and 2 points for smaller for subheadings Proper alignment Wide margins with lot of white space for easy readability Line spacing Numbering pages and illustrations

(V) Fine Tuning:

Edit the text by: Proof Reading correct grammar, punctuation and word choice General Editing correct paragraphs, remove repetitions, unnecessary information, and create a consistent style Heavy Editing comprehensive review to improve overall organization, content and writing

Synopsis / Summary / Executive Summary:

The summary gives the reader a quick, concise overview of the report. It is usually half to one page long and does not include data or figures. A good summary: Provides enough information to specify the aims and results of your project, Is brief without omitting essential information, Is written in a fluid, easy style, Is consistent in tone and emphasis with the body of the report, and Makes use of accepted abbreviations to save space but does not include any tables or illustrations.
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Report Writing A Model

FANCY DESIGN AND DCOR LTD. Crafts Bazar, New Delhi 110067 REPORT ON HAMBURG FURNITURE FAIR, OCTOBER 2003 TO: Mr. Atul Ahuja, Managing Director FROM: Anil Kumar, European Marketing Manager TERMS OF REFERENCE To set up a stand at the Hamburg Furniture Fair and to establish contacts and promote sales. ACTION TAKEN 1. Ascertained that our usual stand and position were reserved. 2. Selected items of furniture for display with Export Manager and arranged shipment with Export Department. 3. Discussed preparation of sales brochures in appropriate languages with Advertising and Promotions Department. 4. Discussed budget for entertainment and expenses with Financial Director. 5. Confirmed air and hotel reservations for R. P. Gupta and myself. 6. Arranged with continental carriers for the collection and return transportation of display goods. 7. Gupta arrived in Hamburg on 6th of October 2003 and checked into Park Hotel. 8. Arrived in Hamburg myself on 14th of October 1998. FINDINGS 1. On arrival at the exhibition hall on the morning of the 7th, Gupta discovered that through some misunderstanding we had not been allocated our usual advantageous position. After discussions with Herr Walter Spitzbardt, the Fair organizer, we were given our usual stand. 2. Gupta organized a local contractor to set up our stand. We cleared the display goods from customs and had them delivered to the exhibition hall. Photographs of the stand are in envelope 1. 3. Gupta and I attended the British Consular pre-opening cocktail party for British exhibitors on the 16th. 4. The opening ceremony was performed by the German Trade Minister on the 20th. The number of exhibitors had increased the exhibition hall had been enlarged

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since the previous year to include several of the East European countries who were exhibiting for the first time in Hamburg, but though their craftsmanship was good, their designs were generally very heavy. The brochures are in envelope 2. 5. The Scandinavians were very prominent as usual, but in my opinion and from discussions with buyers and other exhibitors, the general feeling seemed to be that their designs this year were too avant garde for the general domestic market. The brochures are in envelope 3. 6. The Germans maintained their high standards for the domestic market with some very interesting designs and new furnishing textiles. Their prices were very competitive, too. The brochures are in envelope 4. 7. The Italians had some brilliant stands. Marcello Baccinis was perhaps one of the most colourful at the exhibition, with a great deal of marble and alabaster work which aroused great interest among American and British buyers. The new Italian hand-blocked fabrics featured some striking and unusual colour combinations, not particularly suitable in design or prices for the domestic market, but obviously aimed at the international market. The brochures and samples are in envelope 5. 8. The brochures and literature of the other Indian exhibitors are in envelope 6. The competition this year was considerable. There were some excellent designs in the higher price ranges in unusual woods, mainly for the commercial market by Jaykay Furnishings. Siyaram Textiles had some spectacular oriental-inspired furnishing fabrics which attracted a great deal of attention from European and American buyers. The Chinese influence was very much in evidence this year in bamboo and cane furniture and in the fabric designs and colours. Prices were surprisingly high, even with the Hong Kong manufacturers, who normally manage to maintain a very competitive price level at the lower end of the market. 9. You will note from the details of sales enquires (on the attached Sales Sheets) and contracts to be followed up, that these were up by 26% from last year and many of them are from marketing areas in which we have had little success in the past. The large order from Van der Holt of Berlin who have not bought from us before, is particularly encouraging. Mr. Van der Holt who is the owner of twentyseven retail outlets in Belgium and Holland, had long discussions with us. I have invited him and his Chief Buyer, Mr. Brezinski to visit the factory on a trip to Delhi they intend making in December, with the hope of developing this connection more fully. There is a great potential market here and they both seem keen on Indian style, design and workmanship. 10.Expenditure for the period is detailed (see attached financial break-down). Although the allocation was adequate, in view of the amounts being very lavishly spent on entertainment by other exhibitors we shall have to consider an increase

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for next year. I would particularly draw your attention to the increase for labour and materials for the setting up of the stand, in comparison with last year. 11.We dismantled the stand on the 27th and handed everything over to Continental Carriers. 12.Gupta and I attended the closing party given by the Hamburg Chamber of Commerce for all exhibitors on the 27th. 13.We both returned to Delhi on the 28th. CONCLUSIONS This was a most encouraging Fair, especially considering the European financial climate at present and the world-wide economic recession. It justified our continued presence and reinforced our high reputation in the European market. It also brought us new contacts in the Dutch, South American and Australian markets which could be most rewarding, as well as openings in Poland and Czechoslovakia. RECOMMENDATIONS 1. In my opinion, attendance at such Fairs as this one is a real boost to sales, but we shall have to increase our attending staff. With the continued attendance of exhibitors and buyers from the Commonwealth countries we need a salesman who is able to converse in the Slavonic languages and we should also consider having translations into one of these languages in our brochures and sales literature. 2. A substantial increase in financial allocation will have to be considered. 3. The connection with Van der Holt must be vigorously followed up and the enquiries from the three South American buyers from whom we have firm orders, as well as all the other first time enquiries. They should first receive personal visits from our overseas sales staff, and then invitations to our factory if considered expedient. 4. We shall have to consider engaging a full-time sales representative with knowledge of the Eastern European market and the ability to speak the appropriate language/s. Alternatively we could investigate the possibility of engaging a local agent in Eastern Europe, perhaps in Warsaw or Prague. Anil Kumar 31 October 2003
st

NOTE: With a schematic report the date comes at the end. This is because a very long report may take several days to complete and the date at the beginning will not be the date on which the report is finished. It is the completion date that appears

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under the signature of the writer on the right-hand side of the last page, as shown in the model. When a report is, of necessity, a particularly long one, a summary of it may be given in brief outline and attached to the front sheet, as shown below. FANCY DESIGN AND DCOR LTD. TO: Atul Ahuja, Managing Director FROM: Anil Kumar, European Marketing Manger SUMMARY OF REPORT ON HAMBURG FURNITURE FAIR OCTOBER 2003 This was a very encouraging Fair. The quality and prices of our designs and fabrics were fully competitive with those of other exhibitors and attracted a great deal of interest. We had considerable success with new clients and contacts in the Dutch, South American, Australian, Polish and Czech markets. The contact with Van der Holt is especially promising; Van der Holt himself is to visit India in December. In future we should put more effort into communicating with East European buyers and manufacturers, who exhibited this year for the first time. We shall also need to increase expenditure and the number of attending staff. Signature: Anil Kumar Date: 1st November 2003

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Proposal
A proposal is a persuasive offer to complete a task, submitted either voluntarily or in response to a request. Basically, it is like a report. Like a report it may be long or short running into just a few pages. It depends on the kind of the proposal and the amount of money likely to be spent. Unlike the report a proposal may be sent to an expert or a review committee to evaluate and recommend about the benefits of the proposed services or products. Your primary goal is persuasion either to convince management to accept your recommendation or to sell a client to your firm. The structure of the proposal conforms more to the AIDA formula of a sales piece. AIDA is an acronym for:

Attention: Interest: Desire: Action:

getting the readers eye arousing the readers curiosity or interest in what you have to say making the reader want what you have to sell showing or telling the reader what to do

Three Steps for Effective Business Proposal: Step I: Prewriting

The prewriting stage involves posing key questions that your finished work must answer. Asking these questions can help you to plan your writing. 1) What is the purpose of your proposal beyond selling your ideas? Why are you writing it? What does the client need to know? In a sentence or two state the purpose of the proposal. 2) Who is the audience and what are their needs and motivations? Effective persuasion depends on your ability to identify and appeal to the recipients needs and motivations. Who are the readers upper management, the board of directors, your immediate supervisor? Research your audience so that you know how to appeal to their self-interest. The client or other readers should understand clearly how they will benefit from your efforts. 3) How do you catch the readers attention? Once you have identified their needs, capture the readers attention by addressing their primary concern first. Do readers want to save time and money? Increase profits? Change procedures? Are they motivated by prestige or convenience? 4) What results or outcomes would the reader like to have? A proposal asks for some change, perhaps a new policy or procedure, or the solution to a problem.

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Your job is to identify what outcomes the reader would like and then consider other outcomes the reader may have overlooked. 5) You should also anticipate objections to your proposal and be prepared to counter them. 6) What information or background research will you need in writing the proposal? For a client proposal, you will need to research the clients needs and problems thoroughly. Your information will come from the companys management and personnel, its publications and such others. What success or failure rates are available? How have these companies handled the impact on personnel, management, clients, competitors, market image, and daily operations? What methods of implementation have worked best for companies similar to the clients?

Step II: Writing

A standard proposal format might look like the following: 2) Background of the situation 3) Description of the current problem 4) Our approach to the problem 5) Methodology and research a) Methods of gathering data b) How research would be conducted 6) Expected results a) Proposed outcomes b) Specific action steps 7) Time and cost requirements a) Budget for proposed work b) Estimated time for completion

Writing the Draft: A standard format can provide headings and subheadings
for your proposal. Keep in mind that you are not simply presenting facts or information but that you are seeking to persuade the reader to accept your ideas and approach. As a result, all information must support your position. Do not offer detailed explanations or technical facts unless the client asks for them.

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Every paragraph and sentence should convey the impression that your ideas and approach are well-reasoned and appropriate. Where graphs, charts, or other illustrations will present the material more persuasively, use them. Otherwise, keep them to a minimum to avoid distracting your readers.

Step III: Revising

1) Review, edit and revise every part of the proposal. 2) Check and recheck all your facts about the clients situation. 3) Pay particular attention to the choice of words and tone of the proposal. Is your tone positive without being too optimistic? 4) The readers must believe you have appraised their problems realistically. 5) Have you stated the situation clearly and tactfully suggesting how the problem can be approached rather than focusing on how the client created the situation? Are your suggestions for the proposed work tailored to the clients specific needs? 6) If your proposal convinces your readers that you have done your research carefully and clearly understood their problems, you will probably sell your ideas. Ultimately, the acceptance of a persuasive message depends on the senders credibility and receivers perception of direct benefits. 7) After the proposal has been typed in final copy, proofread it carefully. 8) Check for errors in grammar and spelling, for careless mistakes that previously escaped your eye, and for any inconsistencies in format.

Remember, "Hard writing makes easy reading". A writer must constantly strive to make his/her reader's task as easy as the subject matter permits.

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Proposal Writing A Model

Examine & study the Sample Proposal Letter by Farouq & Thakker Associates, written to Right Heating Systems, for consultancy work. 25th February 2004 Mr. Balchandra Wani Right Heating Systems, 186, Lamington Road, Bombay Central, Mumbai Dear Mr. Wani, Last week, you spoke with Mr. Shailesh Chugh our senior consultant, about some of the organizational problems your firm is facing. At that time, you asked our firm to submit a proposal outlining our approach to those problems and include an estimate of time and expenses. This letter is in response to your request. OUR UNDERSTANDING OF THE CURRENT SITUATION Right Heating Systems was founded by Charles Bacon in 1935. the company grew modestly through the 1930s and 1940s and confined its business to the sale of heating equipment to small companies and private homes. In 1958, Balchandra Wani took leadership of the company and began diversifying into office appliances, service contracts, and some international sales. By 1965 company sales had reached Rs.3 crores. The number of employees had grown from 32 to over 120, and 2 branch office had been opened in New Delhi and San Fancisco. Over the next 20 years the company continued to grow. However, the company had been experiencing organizational problems along with its growth. Communication among management and support staff are often poor. Goals and objectives are not communicated clearly throughout the organization. Sales and service areas overlap in some cases, and there is considerable confusion about who is to service which customer. Quality control is low. Faulty equipment and appliances have been turning up in customers orders at an alarming rate. Mr. Balchandra Wani

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Page 2 25th February 2004 Worker morale is poor. The company has been approached by union leaders to recruit union member from among employees in the firm. In short, the company is experiencing growing pains in making the transition from a small, family owned concern to a medium sized firm with multinational connections. OUR APPROACH TO THE PROBLEM Right Heating Systems is on the verge of entering a new phase in its development. We have assisted many firms in making the change from a small company to a larger concern. We can offer consultation services on reorganizing your management structure without losing key individuals or disrupting the flow of business. These services include setting up new offices systems, accounting procedures, and distribution networks to help you manage your business more effectively. We will also provide training for support staff to involve them in the changes that need to be made. We can help you devise forecasting and planning strategies that will define your goals and develop plans to achieve them. You will be able to see where you are headed and what the greatest growth areas are likely to be. These strategies, together with your new management structure, will ensure that company goals are communicated clearly to all management and support staff levels. ESTIMATE TIME AND EXPENSES On the basis of our past experiences with companies similar to yours, we estimate that the transition period will take about 6 months to complete. At the end of that time, you and your management staff will clearly have an organizational structure with clearly defined functional areas and responsibilities, and well designed channels of communication. Our firm, Farouq & Thakker Associates, will assign Mr. Shailesh Chugh as senior consultant incharge of this project and form a team of consultants from our corporate staff. Mr. Chugh has worked with many of the Fortune 500 companies. Mr. Balchandra Wani

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Page 3 25th February 2004 His most recent project was overseeing the complete reorganization of Hyatt Industries, a multi million dollar corporation. The resumes of other proposed team members are included with this proposal. We estimate the cost for the project will range from Rs.13,50,000/- to Rs.15,00,000/-. This would include implementation of recommended changes and follow up visits three months and six months after completion of the project. Right Heating Systems has an excellent record in the industry. We would be pleased to assist your firm in its continued growth, and we appreciate the opportunity to work with you. Yours Sincerely,

Bhavin Thakkar Farouq & Thakker Associates Enclosures: (5)

After covering the different aspects of written communication, we will discuss the other aspects of communication Communication Communication is a process of creating understanding To make communication effective: (1) Ensure it is 2 way (2) Congruent (3) Use all channels of communication (4) Classify complex messages Communication is Effective When the message is

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Received by the targeted people Understood the way sender meant Remembered for reasonably long time Used the way sender wanted it to be This affects the way people think or act Upward Communication The main function is to supply information to the upper levels about happenings at the lower levels. Upward communication is participative in nature.

Means of Upward Communication Chain of command Suggestion system Appeal and grievance procedure Complaint systems Counseling sessions The grapevine Open-door policy

Telephonic Communication: Telephone manners may make or break a business deal. Speak pleasantly, give the company name: Technimon, good morning. When assistants or Secretaries answer, they give their employers name. When you call and are asked to state your business, do not be disgruntled: the Secretary is merely trying to speed up service. Remember people do not like to be kept on hold over the phone. Avoid lengthy personal phone calls in the office.

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EXERCISES

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Written Communication - A Passage

Rewrite this passage and make it effective
(A) We went to a leadership summer camp for judging the childrens performance on the last day. There was a lot of excitement and a little confusion in the air. The principal of the school had several things to say to the students. He was complaining that the students were not following any regulations. This was the cause of many indisciplinary problems like late coming, talking rudely with teachers, throwing pieces of paper, food in the school premises. He had a desire, a wish for improvement in the way teachers managed the children. There was unhappiness about the adoption of punitive measures by teachers. Thirdly the principal was upset that there was not enough effort put in for fund raising of the new wing of the school. However, towards the end snacks which were provided by a company made the students jump with joy and happy. The sponsor, Mr. Malhotra was a big built man. It was true and a well know fact that Mr. Malhotra was a man of generous disposition. The finale, the closing ceremony, at the end was interesting, delightful and great. (B) Societies having multifaceted diversity including inter-religious characteristics have coexisted over centuries in the Indian subcontinent and the neighboring lands. (C) Benefits of Technology are: 1. Higher living standards, 2. Opportunity of choice, 3. More leisure. 4. Improved communication as against this threat because of technology are 1. Uniformity, ii. Efficiency, iii. Impersonality. Iv. Uncontrollability.
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HOW EFFICIENTLY DO YOU WRITE?

To find out how efficiently you write, answer the questions below about the processes you typically use when writing business memos, letters, or reports. Circle the word in the right-hand column that best describes your approach to the issues in the left-hand column. Work quickly. If you discover that any question does not apply to you, answer the question with sometimes. Scoring instructions will be provided later.

A 1. Before I begin writing any business, I ask myself what my goals are for writing the document. 2. Before writing, I ask myself several questions about the readers of the document. 3. I try to write my documents perfectly the first time. 4. While writing, if I misspell a word or write an awkward phrase, I stop and fix the mistake immediately. 5. Before I write, I brainstorm and record my ideas in a rapid-fire, somewhat disorganized fashion. 6. In organizing my document, I make a special effort to group in one place all my requests for action from the reader. 7. I summarize my ideas for my readers in a clearly marked summary section. 8. The final versions of my documents have headings. 9. I use personal pronouns (I, me, we, us, you) in my writing. 10.I put as much information as possible onto as few pages as possible. 11.I use the formats of previously written documents as models for what I write. 12.When I revise my documents, I try to look at them only once.

Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never Always Often Sometimes Seldom Never Always Often Sometimes Seldom Never Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never

Always Often Sometimes Seldom Never

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YOUR TURN TO REWRITE CLUTTER WORDS

CLUTTER
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31.
32.

BETTER
____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________ ____________________
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Great majority For this reason In close proximity Personally reviewed Serious crises Subject matter Contingent upon Utilized A number of At the rate of Bring to a conclusion Connected together Due to the fact that End result In the direction of In the foreseeable future Advanced warning Not in a position to Repeat again A small number of Enclosed herewith In the event that Without further delay Time of day Mutual cooperation Merged together Brief in duration Basic fundamentals At a later date Ask the question General public Plan in advance
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Select the simple word over the Latin word

The Latin word is longer and makes understanding you more difficult for your reader. The following list can help you find a good, direct word to replace a stylish word. Notice that the pompous words are all three or more syllables. The word you replace it with should be no longer than two syllables.

1. Abandon _______________ 2. Fundamental ____________ 3. Abolish ________________ 4. Illustrate _______________ 5. Accomplish ____________ 6. Indicate ________________ 7. Accumulate _____________ 8. Institute ________________ 9. Adequate _______________ 10.Liquidate _______________ 11.Beneficial _______________ 12.Maximize _______________ 13.Characteristic ____________ 14.Neutralize _______________ 15.Commitment _____________ 16.Objective ________________ 17.Compensation ____________ 18.Obligate _________________

19.Component _______________ 20.Participate ________________ 21.Demonstrate ______________ 22.Proportion ________________ 23.Discontinue _______________ 24.Regulation ________________ 25.Encounter _________________ 26.Remittance ________________ 27.Endeavour _________________ 28.Repudiate __________________ 29.Enumerate _________________ 30.Severance __________________ 31.Expedite ___________________ 32.Subsequent _________________ 33.Fabricate ___________________ 34.Terminate __________________ 35.Fluctuate ___________________ 36.Verify _____________________
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Change negative to positive statements

1. Negative: Because you failed to say what size shirt you wear, we cannot send it. Positive: 2. Negative: Were sorry we cannot offer you our consultancy services for Rs.5,000/Positive: 3. Negative: We cannot accept applications by mail. You must come by our office and fill out the proper forms Positive: 4. Negative: We do not deliver on Sunday Positive: 5. Negative: If we can help, dont hesitate to call us. Positive: 6. Negative: You wont be sorry you did this. Positive: 7. Negative: Thank you for your trouble. Positive: 8. Negative: We cannot execute such a large order. Positive: 9. Negative: Our tellers are not available after 3pm. Positive: 10.Negative: This health plan will not cost employees any money. Positive:

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Exercise: Misplaced & Dangling Modifiers

1) The man walked toward the car carrying a briefcase. 2) I remembered that I had forgotten my keys after I got home.

3) After roasting for two hours, we turned the oven off.

4) When just eight years old, my grandmother tried to teach me cooking.

5) While making inspection tours, suggestions are welcome

6) Dealing with technical material, the report was difficult to understand

7) When recording overtime, the files cannot be too accurate

8) Prepared carefully, the result were rejected by the committee

9) The machine is just right for a small office designed to fit in a corner

10)

We heard that the deal had gone through only last night

11)

Their product has a high price that is popular with the manufacturing

concerns

12)

The company left the shipment as I was having lunch in the

warehouse.

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Write Dense Words

1) Once a month ________________

2) Something new

________________

3) People they didnt know

________________

4) Something impossible to imagine

________________

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Exercise: Business Letter Writing - 1

Proof read and Correct the letter. 20/5/05 To, Mr. R DSouza Manager HR Sunrise Hotel. 55, w. State Street Thane, Mum 400614 Dear Mr. DSouza; I would like to reserve Guild Hall for Friday, November 7, from 7.00pM to 10.00PM for our group, the north shore Executive Members Club. Is the hall available on that date? You mentioned that catering is provided (on a first come/first serve/basis) and that we could receive a discount if we could guaranteed at least 100 paying guests. We will have twice that number and would like e to order the catering service as part of our reservation for that evening. Please list us on your activities roster as North shore Executive Members Club. We thank you and your staff / for the help you have given us. Sincerely yours

R. K. Agarwal Executive Director

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Exercise: Business Letter Writing - 2

1) Write a letter to a manufacturer of batteries seeking information about the different kind of products so that decision can be taken to place an order. 2) You have received quotations for electrical goods from Amrut Electricals Ltd. But you find that their terms of 7% trade discount and 30 days credit are not competitive compared to quotation from others. Write a letter asking them to offer you better terms. 3) You are a wholesaler in gents shirts and trousers and have an just received an order for a large quantity of a popular brand of trousers. You do not have them in stock but can supply another equally brand. Write a letter regretting your inability to supply the ordered brand and induce the customer to buy the one you can supply.

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Exercise: Memo
Write a memo for the following: 1) On 2nd August 2004 Mr. Srivastav wants feedback on the use of laptop computers from All Members of Staff, Northern Region. This information may be faxed to Mr. Srivastav by 12th August 2004. For any queries Mr. V. K. Patnaik can be contacted, who will visit them on 10th August 2004. 2) Inviting views and suggestions for installation of clocking in machines. 3) About the safety precautions to be taken to reduce accidents in a chemical factory. 4) Asking an explanation from an employee for going on leave without prior permission. 5) Drawing attention to an undesirable aspect of some employees in a bank.

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Exercise: Report Writing

A furniture manufacturer, Fancy Design and Dcor Ltd., exhibits its products each year at an International Furniture Fair held in Hamburg, Germany. It usually sends two members of its sales staff to set up a display stand and act as sales representatives at the Fair. The senior member of this team is the European Marketing Manager, Anil Kumar, who speaks German and French, and his assistant is R. P. Gupta who also speaks German. They must take all the necessary actions to prepare for the Fair well in advance. They will have to make travel arrangements; select the goods to be displayed; find out exactly where their stand is at the exhibition hall and how big it is, and design its lay-out. They will have to make sure that they take with them brochures and catalogues illustrating the Companys products as well as information concerning the Companys delivery dates and prices. They will also have to discuss with the Financial Director how much money they will be allocated for their expenses. They will then attend the Fair and try to promote sales as vigorously as possible while keeping a strict record of all their activities, sales, contacts made and expenses incurred. On their return Mr. Kumar will need to produce a report for the Managing Director which will quite probably also be seen by members of the Board of Directors and form the basis of discussion by them at a future Board Meeting.

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Exercise: Report Writing - 1

1) You are the Administrative Officer of your organization and your employer is considering purchasing some new items of office equipment. Write a report recommending the equipment you think will result in greater efficiency and give reasons for your recommendations. You may invent any names, situations and machines which you consider relevant to your report. 2) You are the Personnel Manager of a multinational construction company and you have been asked to advertise and interview candidates for the position of Financial Controller / Administrator for a large dam project in the Sudan, and to make your recommendations to the Managing Director. In your report give details of your interviews and of the candidates' experience and qualifications. You may invent names and qualifications, which you consider relevant to your report. 3) Write a report for submission to the Board of Directors regarding the market potential of a new brand of electronic equipment. 4) Your firm occupies a suite of offices in a rather old building. Many of the rooms are small and the corridors are dark. You have been asked by the Managing Director to consult with the Chief Accountant, the Sales Manager and the Purchasing Manager and gather suggestions concerning the advisability of turning the area into an open-plan office. Write a suitable report, using appropriate headings. 5) You are the sales manager of a company manufacturing soaps and detergents. Write a report on the recent decline in the sale of your product and give some concrete suggestions for boosting sales.

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