COMMUNICATION FOR WORK PURPOSES

Workplace communication is a discipline of its own that is unlike academic or scholastic

writing. Workplace writing serves specific purposes for particular individuals, groups,
organizations, or departments. The same is true to spoken communications. Therefore, in
communicating in the workplace, your purpose and audience should be identified and
specifically considered to ensure that your message and the way you deliver your message are
appropriate to the context.
A.WORKPLACE COMMUNICATION
In communicating in the workplace, there are at least three things you need to carefully
consider: Purpose, Audience, and Tone:
1. Purpose. According to Searles (2014), nearly all workplace writing is done for at
least one of three purposes: to recreate a record, to request or provide information, or
to persuade.

So, before attempting to compose a letter, you must first do some thinking in
order to identify which of the three categories of purpose applies. Ask yourself
two questions: Am I writing primarily to create a record, to request/provide
information, or to persuade? Summarized in one sentence, what am I trying to
say? To answer, focus on your subject matter, with special emphasis on the most
important elements. To enable you to get off to a running start, answering the five
W’s (who, what, when, where, why) might be a helpful strategy.

2. Audience. Who will read what I have written? That is the next logical question. Also,
the following questions should be considered: Am I writing to one person or more
than one? What are their job titles and/or areas of responsibility? What they do
already know about the specific situation? Why do they need this information? What
do I want them to do as a result of receiving it? What factors might influence their
response? (Searles, 2014). By answering these questions, provide necessary details,
cite meaningful examples, achieve the correct level of formality, and avoid possible
misunderstandings, thereby achieving the outcome that you desire.
In identifying your audience, the following broad categories of workplace
communication must be considered:
a. Upward Communication – from your position to an audience above you in the
job hierarchy. Example: A person to a letter from your manager.
b. Lateral Communication – between you and an audience within your level of
hierarchy. Example: A phone call to/from a coworker you are collaborating with.
c. Downward Communication – from your position to an audience below you in
the job hierarchy. Example: An oral reminder to a trainee.
d. Outward Communication – between you and a company that you do business
with or an audience outside your workplace. Example: A letter of inquiry
addressed to a supplier regarding a delivery to your office.

The category influences workplace communication in many ways, particularly in

determining format. For example, for the first three categories, memos, and
emails are preferred mediums. For the fourth one, writing business letters, and
sometimes for efficiency purpose, emailing are the norms.
3. Tone. After determining your target audience and what you want to say, you now
have to identify the tone in your discourse. The tone will set how your target
audience will accept what you are trying to say. Ideally, you have to set a climate of
formality in your communication style.
 You do not have to sound tough, demanding or condescending in your discourse
especially in sensitive subjects or issues. You also have to appeal to the reader
sense of fairness and cooperation. Do not sound threatening and emphasize on
your point of view by being reader-centered rather than writer-centered. This
kind of perspective is also known as the you approach.

The following examples from Searles (2014) will show you the difference between
reader-centered from write-centered approach:

Writer-Centered Reader-Centered
I’d be happy to assist you with your concern. If you have any concern, I’d be happy to
assist you.
We will send you a copy of your request… The copy you requested has already been
sent…
I’m happy to let you know… You’ll be glad to know that …

As a writer, you should also consider the saying: There is no 1 in TEAM. In some
sensitive situations, and in cases of collaborative effort, you have to use the pronoun We to
express cooperation between you and your reader. By doing this, the reader will understand that
you are sharing the burden of an issue or being in line with the objective included in your
audience.
In addition, communicating appropriately in the workplace requires you to have great
deal of sensitivity and fact. This means that you have to express your message in a gentle manner
even if the subject of your workplace correspondence has an unpleasant climate, such as
apologizing for a delayed project, going beyond a deadline, or denying a claim. In these cases,
you have to use the most upbeat, relatable, gentle and reader-centered wordings that you can
think of. Please and Thank you are the positive words that may exude a sense of understanding
between you and your reader. The following are some examples on how to rephrase a negative
content to a more positive climate.
Negative Positive
I cannot process your request for a credit in Your request for a credit in your account will
your account unless it has. be processed after it.
Been investigated by the fraud department has been investigated.
We are closed after 5:00 PM daily You may visit us daily before 5:00 PM.
Wait for our call regarding your concern. Please be advised that you can expect a call
from us regarding you concern.

Finally, if a problem or issue had been caused by you or the group you represent, you
have to include an apology in your communication. But, you have to remember not include the
specifics of your mistakes or it may be used as evidences if the situations get out of hand. You
just simply acknowledge that a mistake was made and apologize for it. Here is an example of a
statement that is less incriminating: Thank you for being able to use our service and contacting
us regarding your concern. We apologize for unsatisfactory service our provider had caused
you.
Making an apology which is a vague and rather impersonal does not mean that workplace
communication suggest to falsify responsibility. It is important that you uphold moral and ethical
standards in providing sincerity to an issue.

B. BUSINESS LETTERS
Over the past years, the skill in business writing is considered as one of the important
elements for success in any field of endeavor, be it in business, profession, or specialization.
Thus, obtaining skills in making an effective business letter is a requirement to making a strong
connection to any linkages in any kind of transaction.
Business letters are a common form of writing in any organization. The traditional parts
of a business letter are:
a. Heading
b. Inside address
c. Salutation
d. Body
e. Complimentary close
f. Signature
Generally, the business letter follows a certain format. When plain bond paper is used,
the conventional heading includes the address of the writer and the date when the letter
is written. A modern heading uses the company’s stationery which bears the company’s
logo, address, telephone number, and other information. The date when the letter is
written is simply indicated. The heading is followed by the inside address which
indicates the name of recipient of the letter, his/her designation/position in a company or
organization, and the company’s address. It is also possible that the recipient has no
business or company affiliation. In this case, the letter writer merely indicates the
recipient’s address. This part is followed by the greeting or salutation, the body of the
letter which is clear, simple, and focused. The body normally has three paragraphs, the
first of which provides the reason for writing. The second paragraph gives you more
specific details about the information provided in the first paragraph while the last
paragraph emphasize the reason for writing and expresses gratitude to the reader for
taking time out to read/review the letter. The next part is the complimentary close and
the last is the signature.

Remember, some business letters have other parts like the letter head, thru lines,
attention line, enclosure line, copy furnish line, and initial of the typist.
These are formats of a business letter according to
https://www.nmu.edu/writingcenter/parts-business -letter.
1. Block. This is the format that positions all parts of the letter to the left, single space,
and justified. Double space is used only when starting a new paragraph.
2. Modified block. This is the format wherein all the parts of the letter are tabbed on the
left, single space, and justified except the heading and the closing which are tabbed in
the center.
3. Semi-block. Here, the paragraphs are indented instead of placing them all on the left.
Heading is on the center, and the date can be placed in the right side three spaces after
the heading. The recipient’s address is on the left, and the closing on the right.