BUSINESS AND REPORT WRITING –

BEST PRACTICE WRITING PRINCIPLES

AND PROCESS
CHARLES COTTER

EMALAHLENI

30-31 JANUARY 2017

www.slideshare.net/CharlesCotter
TRAINING PROGRAMME OVERVIEW –
DAY 1
• REPORT WRITING SKILLS:

20 FUNDAMENTAL, BEST PRACTICE BUSINESS

WRITING PRINCIPLES

THE “LOOK AND FEEL” COMPONENTS OF AN

EFFECTIVE BUSINESS REPORT (PRO-FORMA)

THE 6-STEP, REPORT WRITING PROCESS

TRAINING PROGRAMME OVERVIEW –
DAY 2
• OTHER FORMS OF BUSINESS WRITING SKILLS:

Minute-taking

E-mail communication

Business letters

Memorandum
CAKE-BAKING ANALOGY
 CAKE-BAKING ANALOGY

• BEST PRACTICE BUSINESS WRITING PRINCIPLES -

INGREDIENTS

• THE “LOOK AND FEEL” COMPONENTS OF AN

EFFECTIVE BUSINESS REPORT – PICTURE OF THE
CAKE

• THE 6-STEP, REPORT WRITING PROCESS - RECIPE

DOES THIS LOOK FAMILIAR?
 INTRODUCTORY ACTIVITY
• Individual activity:

• Complete the following statement by inserting one

word only. In order to be an effective business report
writer at your organization, I need to/to
be………………………………………………

• Jot this word down and find other learners who have
written down the same word. Write this word down on
the flip-chart.

• Each learner will have the opportunity to explain their

choice of word.
 THE FUNDAMENTALS OF EFFECTIVE
BUSINESS WRITING
• Defining effective communication

• The merits and value of effective business

writing

• The implications of poor business writing:

For the writer

For the reader
For the organization
COMMUNICATION CYCLE/PROCESS
 LEARNING ACTIVITY 1
• From your experience and perspective, as
both a writer and a reader, identify ten (10)
common errors that you’ve observed with
Business Reports at your organization.

• Match each of these 10 errors with a set of

10 best practice criteria/guidelines to
counteract/improve these errors, thereby
promoting effective business report writing.
 20 FUNDAMENTAL, BEST PRACTICE WRITING
PRINCIPLES
• #1: A – B – C (ACCURACY – BREVITY – CLARITY) – “BE ON POINT
AND TO THE POINT”

• #2: A – I – D –A (ATTENTION – INTEREST – DESIRE – ACTION) –

“TELL THE READER WHAT YOU’RE GOING TO TELL THEM; TELL
THEM AND THEN TELL THEM WHAT YOU TOLD THEM.”

• #3: “THINK BEFORE YOU INK” – USE 80 (THINKING)/20 (INKING)

PRINCIPLE

• #4: HARMONIZATION OF THE BEST FIT METHODS – FIT FOR

PURPOSE/MESSAGE/READER

• #5: BE STRATEGIC AND SELECTIVE - PROVIDE ONLY VALUE ADDING

AND RELEVANT INFORMATION
 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #6: “LESS IS MORE” – HAVE AN EFFICIENT AND ECONOMICAL WRITING
STYLE

• #7: EMPATHIZE - “CUSTOMIZATION IS KING/QUEEN” – CONDUCT A

READERSHIP ANALYSIS TO ACCOMMODATE THEM AS MUCH AS POSSIBLE
– “SPEAK THE LANGUAGE THAT YOUR READER UNDERSTANDS”

• #8: INTEGRATE RATIONAL (LEFT BRAIN) AND CREATIVE (RIGHT BRAIN)

THOUGHT PROCESSES

• #9: MARRY BEING METICULOUS (“EYE FOR DETAIL”) WITH FINDING

CREATIVE WRITING SPACE (PSYCHOLOGICAL, EMOTIONAL AND
ENVIRONMENTAL)

• #10: USE OF VISUAL STIMULI AND TECHNIQUES TO COMPLEMENT,

SUPPORT AND PROMOTE A HIGHER LEVEL OF UNDERSTANDING
 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #11: ENSURE QUALITY ASSURANCE E.G. PROOF-READING; EDITING; SPELL
CHECKING AND VERIFICATION OF INFORMATION

• #12: USE THE PURPOSE AS YOUR WRITING “GPS” – TO

CONCENTRATE/DIRECT FOCUS TO THE ACHIEVEMENT OF
OUTCOMES/OBJECTIVES

• #13: “DON’T WRITE TO IMPRESS, WRITE TO PROMOTE A HIGHER LEVEL OF

UNDERSTANDING.” – BE A AGENT OF EFFECTIVE COMMUNICATION

• #14: EMPLOY A “COMMUNITY OF WRITERS” APPROACH – THE VALUE OF

CONSULTATION AND ENGAGEMENT

• #15: PROPER STRUCTURE - USE THE PYRAMID (CASCADING) METHOD –

INITIALLY PRESENT LESS IMPORTANCE INFORMATION AND CLIMAX WITH
MOST CRITICAL INFORMATION
 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #16: APPLY THE WATERFALL APPROACH – VERTICAL ALIGNMENT
AND SYNERGY BETWEEN THE REPORT FINDINGS, CONCLUSION AND
RECOMMENDATIONS

• #17: “TOUR GUIDE” MENTALITY – DIRECT; NAVIGATE; ORIENTATE,

INFORM; ADVISE, ENLIGHTEN AND CAPTIVATE THE READER

• #18: ADOPT A STORY TELLING MODE – LOGICAL AND COHERENT

FLOW OF INFORMATION – NO SURPRISES!

• #19: THE REPORT SHOULD GENERATE BUSINESS INTELLIGENCE –

ENABLING SMART OPERATIONAL AND STRATEGIC DECISION-
MAKING

• #20: ADOPT A STRATEGIC MIND-SET – DEVELOP STRUCTURED,

HOLISTIC AND WELL-PREPARED BUSINESS WRITING HABITS
THE BEAUTY OF SIMPLICITY
 ROLES OF AN EFFECTIVE REPORT
WRITER

• Simplifier

• Clarifier

• Facilitator

• Distiller
BEST PRACTICE REPORT WRITING
(COMPETENCE)

CONTENT

PROCESS CONTEXT
EFFECTIVE REPORT CONTENT
 TYPES OF REPORTS
• Informative

“Telling”
Examples

• Evaluative

“Selling”
Examples
 APPROACHES TO REPORT WRITING
• Dash-boarding

Data-driven and derived

Report-generating
MS Excel

• Key-boarding

Narrative
Report-writing
MS Word
OBJECTIVES OF BUSINES REPORT
WRITING
THE KEY DRIVER OF PERSUASION?
ARISTOTLE’S RHETORICAL TRIANGLE
 “LOOK AND FEEL” COMPONENTS OF AN
EFFECTIVE BUSINESS REPORT (PRO-FORMA)

• STRUCTURE

• STYLE AND TONE

• READABILITY

• CONVENTION
 LEARNING ACTIVITY 2
• Develop the best practice criteria and convention
(rules) of an effective business report at your
organization. Focus on the following elements:

 Structure – refer to pages 16-24 in the Learner Manual

 Style and tone – refer to pages 24-25 in the Learner

Manual

 Readability – refer to pages 25-28 in the Learner Manual

 Convention – refer to pages 16-28 in the Learner Manual

(embedded)
 STRUCTURE
• VARIES DEPENDENT ON WHETHER
INFORMATIVE (“TELLING”) OR EVALUATIVE
(“SELLING”) TYPE OF BUSINESS REPORT

• EXTERNAL STRUCTURE – FRONT-END AND

BACK-END

• INTERNAL STRUCTURE
EXTERNAL STRUCTURE – FRONT-END

• TITLE PAGE

• TABLE OF CONTENTS

• EXECUTIVE SUMMARY
 EXTERNAL STRUCTURE – BACK-END

• GLOSSARY OF TECHNICAL TERMS AND

ACRONYMS

• LIST OF SOURCES/REFERENCES

• ATTACHMENTS – APPENDICES AND

ANNEXURES
 INTERNAL STRUCTURE
• INTRODUCTION

• BACKGROUND/CONTEXTUALIZATION

• RESEARCH METHODS AND PROCESS

• FINDINGS

• CONCLUSIONS

• RECOMMENDATIONS
 STYLE
• STYLE IS REGARDED AS THE DEGREE OF
FORMALITY

• THE APPROPRIATE STYLE IS:

FORMAL (NOT INFORMAL)

FACTUAL (NOT OPINION-BASED)
RATIONAL (NOT EMOTIONAL) – “Connect intellectually
with your reader, disconnect your emotions and
personal feelings.”
OBJECTIVE (NOT SUBJECTIVE)
 TONE
• TONE IS REGARDED AS THE WRITER’S
ATTITUDE – DIRECTED AT READER AND
SUBJECT MATTER

• TONE SHOULD BE:

RESPECTFUL (NOT PATRONIZING)

PROFESSIONAL
ASSERTIVE (NOT PASSIVE OR AGGRESSIVE)
APPROPRIATE TONE OF A BUSINESS
REPORT - ASSERTIVE
 READABILITY
• REFERS TO ALL THE ASPECTS THAT MAKE A BUSINESS REPORT MORE
NOTICEABLE AND EASY TO READ - “SOFT ON THE EYE AND SOFT ON THE
MIND”

• MUTUAL DEPENDENCE - THE WRITER RELIES ON THE READERS' ABILITY TO

READ EFFICIENTLY AND TO UNDERSTAND THE (INTENDED) MESSAGE.

• WRITER NEEDS TO DO EVERYTHING IN THEIR POWER TO ENABLE AND

FACILITATE A COMMON UNDERSTANDING

• TECHNIQUES TO ENHANCE THE READABILITY:

 LAY-OUT
 USE OF WHITE SPACE
 HEADINGS/SUB-HEADINGS
 NUMBERING
 CONVENTION
• USE OF TABLES AND FIGURES – LABELLING, NUMBERING AND
REFERENCING

• APPENDICES AND ANNEXURES - LABELLING, NUMBERING AND

REFERENCING

• CITATION AND REFERENCING – HARVARD METHOD – ALWAYS

ACKNOWLEDGE SOURCE AND AVOID PLAGRIASM AT ALL COSTS

• FORMAT, DESIGN AND LAY-OUT – INDUSTRY AND ORGANIZATION-

SPECIFIC GUIDELINES AND TECHNIQUES

• USE ACTIVE VOICE (AS OPPOSED TO PASSIVE) – WRITTEN IN THIRD

PERSON
 CONVENTION
• GRAMMATICAL AND LANGUAGE RULES

• USE OF ACRONYMS AND ABBREVIATIONS

• AVOID JARGON AND UNFAMILIAR BUSINESS

TERMINOLOGY

• AVOID USING ELLIPSES…..

• SENTENCE AND PARAGRAPH STRUCTURING

PROPER SENTENCE AND PARAGRAPH
STRUCTURING
• VARY THE LENGTH OF SENTENCES

• EASY TO UNDERSTAND CONCEPTS – SHORTER SENTENCES.

COMPLEX CONCEPTS – LONGER SENTENCES TO ENABLE EFFICIENT
ASSIMILATION OF INFORMATION

• DON’T SUBSTITUTE A FULL-STOP FOR A COMMA – “IF YOU CAN

USE A FULL-STOP USE IT!”

• ONE CONCEPT/KEY POINT, ONE PARAGRAPH. DIFFERENT CONCEPT,

DIFFERENT PARAGRAPH. “DON’T MIX ‘N MATCH – AVOID
LIQUORICE ALL-SORTS WRITING STYLE”

• CREATE A MEANDERING AND MESMERIZING WRITING STYLE AS

YOU TRANSITION FROM ONE PARAGRAPH TO THE NEXT. AS YOU
EXIT ONE PARAGRAPH START INTRODUCING THE NEXT ONE.
REPORT WRITING PROCESS
 REPORT WRITING PROCESS
• STEP 1: PLANNING

• STEP 2: RESEARCHING THINKING (80%)

• STEP 3: ORGANIZING

• STEP 4: WRITING THE FIRST DRAFT

• STEP 5: QUALITY ASSURANCE INKING (20%)

• STEP 6: SUBMIT FINAL DRAFT FOR APPROVAL AND

ADOPTION
 STEP 1: PLANNING (7-W’S)
• DEFINE THE PURPOSE (WHY?)

• FORMULATE THE OBJECTIVES (WHAT?)

• SUBMISSION TARGET DATE (WHEN?)

• SUBMISSION AND APPROVAL PLATFORM/COMMITTEE (WHERE?)

• SCOPE OF THE REPORT (WIDTH?)

• ESTIMATED LENGTH/VOLUME OF REPORT (WEIGHT?)

• CONDUCT A READERSHIP ANALYSIS (WHO?)

 READERSHIP ANALYSIS (RELATED TO
A-B-C)
• LEVEL 1 READER/S: APPROVING AUTHORITY
(NON-TECHNICAL) – INFORMATION NEED:
BREVITY

• LEVEL 2 READER/S: TECHNICAL/SUBJECT MATTER

EXPERT – INFORMATION NEED: ACCURACY

• LEVEL 3 READER/S:
IMPLEMENTER/FUNCTIONARY – INFORMATION
NEED: CLARITY
 BUSINESS REPORT WRITING PHASES

• Crafting (Conceptualizing)

• Drafting (Writing)

• Shafting (Submitting)
 STEP 2: RESEARCHING
• METHODS – TO ACHIEVE THE SCIENTIFIC
RESEARCH PRINCIPLE OF VALIDITY

• PROCESS – TO ACHIEVE THE SCIENTIFIC

RESEARCH PRINCIPLE OF RELIABILITY

• COLLECTIVELY: VALIDITY + RELIABILITY =

CREDIBILITY
RESEARCH METHODS
 RESEARCH METHODS
• QUANTITATIVE – NUMERIC E.G. STATISTICS -
DEDUCTIVE

• QUALITATIVE – SUBJECTIVE E.G. SURVEYS AND FOCUS

GROUPS - INDUCTIVE

• SOURCES OF DATA:

 ELECTRONIC
 DOCUMENTARY
 EXPERIMENTAL
 HUMAN
 RESEARCH PROCESS
• STEP 1: DEVELOP A DATA COLLECTION PLAN/STRATEGY

• STEP 2: DATA COLLECTION

• STEP 3: DATA COLLATION

• STEP 4: DATA ANALYSIS LEADS TO FINDINGS

• STEP 5: DATA INTERPRETATION

LEADS TO CONCLUSIONS
• STEP 6: VERIFICATION

• STEP 7: PUBLICATION LEADS TO RECOMMENDATIONS

 STEP 3: ORGANIZING – 3-S FORMAT
• STRUCTURE (OF REPORT)

• SEQUENCE (OF REPORT)

• SPACING (POSITIONING OF TABLES, FIGURES,

ATTACHMENTS TO THE REPORT)

• RECOMMENDED ORGANIZING TOOL: MIND-MAPPING

• OBJECTIVE: TO ENSURE FLUENCY AND EFFICIENCY IN

WRITING WHEN TRANSITIONING FROM THINKING
(STEPS 1-3) TO INKING (STEPS 4-6)
MIND-MAPPING EXAMPLE
 LEARNING ACTIVITY 3
• By following steps 1-3 of the report writing
process, develop a framework/skeleton of a
business report for your organization.

Step 1: Planning

Step 2: Research methodology and process

Step 3: Organizing the report structure

 STEP 4: WRITE FIRST DRAFT
• APPLY THE BEST PRACTICE WRITING
PRINCIPLES

• USE THE APPROPRIATE REPORT STRUCTURE

AND FORMAT
 STEP 5: QUALITY ASSURANCE
• PROOF-READ AND EDIT THE REPORT

• PERFORM A SPELLING AND PUNCTUATION CHECK

• CONSULT WITH LANGUAGE AND SUBJECT MATTER

EXPERTS AND RECEIVE FEEDBACK

• MAKE THE NECESSARY REVISIONS

• REFER TO THE EVALUATION CHECKLIST (PAGES 42-44

IN THE LEARNER MANUAL)
STEP 6: SUBMISSION AND APPROVAL
OF FINAL DRAFT

• MAKE THE NECESSARY AMENDMENTS AND

WRITE THE FINAL DRAFT

• SUBMIT TO HIGHER MANAGEMENT TO

AUTHORIZE, APPROVE AND ADOPT THE
REPORT FINDINGS AND RECOMMENDATIONS
 LEARNING ACTIVITY 4
• By using the following format (as a guideline), write
the first draft of a business report on the identified,
work-related topic/subject. (step 4 of the business
report writing process)

• Step 5: Review the report (Submit this report to a

fellow learner to get feedback). Readers should use the
checklist on pages 42-44 to evaluate the business
report.

• Step 6: Writing and submitting the final draft (Based

on the feedback from the fellow learner, make the
necessary amendments and write the final draft)
MINUTE-TAKING FUNDAMENTALS
• The definition and scope of minutes

• The implications of not recording minutes

• Tips and warnings

• The criteria of effective minutes

• Generic meeting terminology

 DEFINING MINUTES AND THE SCOPE
THEREOF
• Minutes are a detailed record of a meeting. The minutes record topics of
conversation, actions needed and decisions made.

• Minutes ensure that there is an official record of the meeting, also

documenting who was at a meeting and who was absent. Normally, one
person is elected to keep the minutes, usually a secretary or treasurer.

• Minutes are checked at the next meeting as a true record of the

proceedings and signed by the chairperson. Minutes should cover a
number of basic things:

 Where and when the meeting took place?

 Who was there and who was not?
 Who was the speaker and what did he/she say?
 What has been decided for the group (resolutions)?
 Who has agreed to do what?
 Who is responsible for implementing it?
 When should it be implemented?
 THE IMPLICATIONS OF NOT
RECORDING MINUTES
• Without minutes:

Nobody can be exactly sure what has been decided at

meetings
Nobody can be sure about the various actions of
Committee Members
Nobody can be sure who did or did not attend
meetings
The group is at the mercy of more organized bodies
who take the trouble to record decisions very carefully
The group is vulnerable to take-over by any member of
the group who wants to take it over
 TIPS AND WARNINGS
• You do not need to record topics irrelevant to the business at hand.
Taking minutes is not the same as taking dictation.

• Consult only the chairperson or executive officer, not the attendees, if

you have questions.

• The person taking minutes does not participate in the meeting.

• Write in a concise, accurate manner, taking care not to include any sort of
subjective opinion.

• Focus on capturing and communicating all important actions that took

place.

• Make sure all attendees sign the minutes before they are filed to
demonstrate their agreement with the contents of the minutes
 THE CRITERIA OF GOOD QUALITY
MINUTES
• #1: Be factual and accurate
• #2: Be short and to the point (concise)
• #3: Clearly indicate the meeting proceedings and
discussions
• #4: Concentrate on resolutions and decisions
taken at the meeting
• #5: Show decisions clearly marked “agreed” by
the Committee Members
• #6: Follow the agenda headings so that they are
easily understood
 THE CRITERIA OF GOOD QUALITY
MINUTES
• #7: Be written in full sentences
• #8: Indicate how many members attended
the meeting or list their names
• #9: State the time the meeting was opened
and closed
• #10: Be written in the past tense
• #11: Be written in plain, easily understood
language
• #12: Be consistent in their format and
content
FORMAT OF GOOD MINUTES
 GENERIC AGENDA FORMAT
• Opening and Welcome

• Attendance register

• Apologies

• Personalia

• Approval of Minutes of the previous meeting

• Matters arising (from previous meeting):

• Points of discussion (new matters):

• General (AOB):

• Date of subsequent meeting

• Closing
BEST PRACTICE, PROCESS GUIDELINES
FOR MINUTE-TAKERS
BEST PRACTICE, PROCESS GUIDELINES
FOR MINUTE-TAKERS
• Preparing (pre-meeting) – refer to page 50 in
the Learner Manual

• Transcribing (during meeting) - refer to pages

51-52 in the Learner Manual

• Writing minutes (after the meeting) - refer to

page 52 in the Learner Manual
 PREPARATION (PRE-MEETING)
• Obtain the meeting agenda, minutes from the last meeting, and any
background documents to be discussed.

• Prepare an outline based on the agenda ahead of time, and leave plenty
of white space for notes.

• Prepare a list of expected attendees and check off the names as people
enter the room.

• To be sure about who said what, make a map of the seating

arrangement, and make sure to ask for introductions of unfamiliar
people.

• If you are an active participant in the meeting, be prepared.

• Don't be intimidated by the prospect of taking minutes. Concise and

coherent minutes are the mark of a professional.
 TRANSCRIBING (DURING MEETING)
• Sit beside the chairperson for convenient clarification or
help as the meeting proceeds.

• Ensure that all of the essential elements are noted

• Note who arrives late or leaves early so that these people

can be briefed on what they missed.

• Don't make the mistake of recording every single

comment. Concentrate on getting the gist of the discussion
and taking enough notes to summarize it later.

• Listen for key words or phrases. Try to capture basic ideas

and the essence of what people say.
 TRANSCRIBING (DURING MEETING)
• Use whatever recording method is comfortable for you

• Write down items in the order in which they are discussed.

• Write as clearly as possible. Abbreviate words, use initials to save time circle key
ideas, statements or decisions. Underline highlights and differentiate important
ideas. Use stars, arrows, numbers.

• Number all sheets. Note ‘Action’ beside motions or decisions requiring specific
tasks. Note who is responsible for the action.

• Speak up (via the Chairperson) when the action is too fast.

• Record the motions made and the names of people who originate them.

• Record whether motions are adopted or rejected, how the vote is taken and
whether the vote is unanimous. For small meetings, write the names of the
attendees who approve, oppose and abstain from each motion.
 WRITING MINUTES (AFTER THE
MEETING)
• Don't wait too long (procrastinate) to type up the minutes,
especially while your memory is fresh.

• Use the approved format/template of minutes.

• Consider attaching long resolutions, reports or other

supplementary material to the minutes as an annexure/appendix.

• Consult with subject matter experts and/or attendees to verify the

accuracy of recorded minutes.

• Proofread the minutes before submitting them.

• Be sure to have the minutes approved by the chair or facilitator

before distributing them to the attendees.
 LEARNING ACTIVITY 5
• Group discussion:

• Identify some of the foremost challenges when

taking, transcribing and writing meeting minutes at
your organization. For each of these challenges
develop a viable solution/strategy to overcome these
challenges.

• Compile a list of 10 best practice criteria for good

quality minutes.

• Develop a set of process guidelines for minute-taking

i.e. preparing, transcribing and writing minutes.
E-MAIL COMMUNICATION
 FUNDAMENTALS OF E-MAIL
COMMUNICATION
• Guidelines to improve e-mail writing skills – refer to pages 53-54 in the
Learner Manual

• Writing professional e-mails - refer to page 54 in the Learner Manual

• Improving your e-mail writing style - refer to pages 55-56 in the Learner
Manual

• Writing business e-mails - refer to pages 56-57 in the Learner Manual

• Golden Rules of e-mail Etiquette - refer to pages 58-61 in the Learner

Manual
GUIDELINES TO EFFECTIVE E-MAIL
COMMUNICATION
 WRITING PROFESSIONAL E-MAILS
• Decide who should be included in the email. Include anyone who may be involved
in the project or benefit from the information in the e-mail.

• Write the subject line. This should be informative and direct, as it is the first thing
the recipients will see when sorting through their inbox. To be clear, the subject
line should call to attention the main issue in the e-mail.

• Attach all necessary documents for the e-mail.

• Include a short greeting to the recipients.

• Write the body of the email. It is important to be concise with the information
given, starting with the most important information first. Ask yourself "What do
the recipients need to know?" When writing, be appropriate. Do not include
exclamation points, emoticons or unnecessary capitalization as they all come
across as unprofessional.

• Give your name and contact information for the signature of the e-mail. This will
let people know who you are and where they can reach you if they need more
details.
 IMPROVING YOUR E-MAIL WRITING
STYLE
• Use full sentences.

• Avoid full caps

• Slow down

• Have a beginning and an end (structure)

• Re-read your email before you send it

• Avoid overusing adverbs, adjectives and long sentences

• Lose the acronyms

• Take advantage of punctuation

• Use spell check

• Do not, under any circumstances, forward chain letters

• Respond to group e-mails appropriately

• Use actual English

• Don’t use your company e-mail for private e-mails

• Utilize CC and BCC properly

• Be careful what you say

• Lose the attitude

• Don’t be a spammer

• Respect laws and regulations

• Get clarification

• Delete unnecessary content

• Keep signatures simple

 LEARNING ACTIVITY 6
• Group discussion:

• Identify some of the common mistakes made by e-

mail senders that cause/create irritation and
frustration on the part of the recipients at your
organization. For each of these common mistakes
identify an improvement strategy.

• Develop a Code of Good Practice: Proper and

Professional e-mail Etiquette (10 principles) for all
e-mail users at your organization.
 DRAFTING PROFESSIONAL BUSINESS
LETTERS AND MEMORANDUMS
• Business Letter format - Block

• Refer to Sample Business Letter

• Business letter writing guidelines

 BUSINESS LETTER WRITING
GUIDELINES
• Use a professional tone

• Write clearly

• Organize your information logically

• Be persuasive

• Proofread your letter

• Useful phrases and vocabulary for writing business

letters – refer to pages 67-71 in the Learner Manual
 WRITING MEMORANDUM’S
• Purpose of Memo’s

• Written well, business memo’s are an efficient,

effective way to communicate within an
organization.

• Memo Sections

Heading
Opening
Body
Closing
MEMORANDUM FORMAT
 LEARNING ACTIVITY 7
• Group discussion:

• Develop a set of 10 best practice

criteria/guidelines for effective business
letter writing at your organization.

• Develop a set of 10 best practice

criteria/guidelines for effective
Memorandum writing at your organization.
 CONCLUSION
• Summary of key points

• Final Questions

• Training Administration

• Summative Assessment
 SUMMATIVE ASSESSMENT
• Compile a Portfolio of Evidence (PoE) in which you demonstrate your
mastery and competence of the fundamental business writing principles,
practice and process.

• Provide evidence of planning, research, consultation, organizing

processes and rough notes and drafts etc.

• Provide work samples of the following documents that you’ve compiled:

 1. Business Report at your organization (approx. 5-7 pages)

 2. Minutes of a business meeting at your organization
 3. Business Letter OR Memorandum at your organization
(approx. 1-2 pages)
 4. E-mail at your organization (internal and external)

• Submit within four (4) weeks of the completion of this training

programme.
 CONTACT DETAILS
• Charles Cotter

• (+27) 84 562 9446

• charlescot@polka.co.za

• LinkedIn

• Twitter: @Charles_Cotter

• http://www.slideshare.net/CharlesCotter