Business

Writing

AWI 106 Att. 8 Rev. 3 02 Jan. 2011

27 July 2014 / Rev.5

 Introduction - Lets Know Each other well
Please share with us the following information about
yourself:

 Name
 Department
 Job Title
 Length of service with KN
 Two personal things about you ?

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Learning Objectives
 Understand the need to write clearly, concisely,
completely, correctly and with courtesy.

 Understand the importance and affect of style

and tone on written communications.

 Recognize the need for accuracy with grammar,

punctuation and spelling in effective writing.

 Identify and understand the stages of effective

report writing.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Learning Objectives (Contd…)
 Understand the key elements involved in writing
proposals.

 Consider the key elements in business letter

writing and their importance in producing effective
communications.

 Identify both good and bad e-mail etiquette in

order to produce professional and effective e-
mails.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Introduction
 Whether we want to or not, most of us must write.

 Many writers are defeated by the attitude that

writing is a difficult task.

 Our aim is to teach the habits of good writing.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 If You Want to be a Better Writer
 You must

 You must

 You should to

 You need a system to tell you how you

are doing.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 The 5 Cs of Communication
We should write:

 Clearly
 Concisely
 Completely
 Correctly
 Courteously

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Write Clearly
Whenever we communicate we say three things:

 Something about your message.

 Something about your reader.
 Something about you.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Write Concisely
Concise writing strikes a balance between:

 Abstract words that imply qualities

 General words

 Concrete words

 Specific words that limit a general class

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Write Completely
 Use the 5 Ws and an H. Answer the questions:

 Make a checklist of all the important points you

want to cover.

 Empathize with the reader.

 Give something extra when appropriate.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Write Correctly
We make most of our mechanical mistakes in four
areas:

 Grammar
 Punctuation
 Usage
 Spelling

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Write With Courtesy
 Know the recipient.

 Be sincerely tactful, thoughtful and appreciative.

 Do not use words that could irritate, hurt or

belittle.

 Apologize with a good nature, when required.

 Answer your own mail promptly.

 Use an appropriate writing style that fits the

topic you are writing about and your audience.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Effective Writing Skills
 Write legibly.
 Use correct grammar to express ideas and
information.
 Use vocabulary appropriately.
 Spell correctly.
 Be aware of the purpose of the message.
 Be aware of the style and tone.
 Be aware of the recipient.
 Ensure accuracy of the material.
 Edit material before use.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Style and Tone
Style and Tone are very important in writing. They
depend on both the intended reader and the message
you want to convey.

 is ‘a customary manner of representing

printed material, including usage, punctuation and
spelling’.

 is ‘the pitch of a word or phrase’.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Grammar
 is ‘a prescriptive set of rules setting out
the standard of usage’. Its aim is to ensure that
the arrangement of words in a sentence conveys
a single meaning.

 A sentence should be complete and convey a

question, a statement or a command.

 Many of us misuse the English language.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Punctuation
Punctuation is extremely important in writing and the
main punctuation marks used are as follows:

 Comma ( , )
 Colon ( : )
 Semicolon ( ; )
 Brackets ( [], () or {} )
 Full stop ( . )
 Dash ( - )
 Apostrophe ( ` )
 Quotation marks ( ? )

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Spelling
 Spelling is the use of letters to form words.

 More specifically, the term spelling usually implies

that the letters are used according to accepted
conventions.

 Because spelling conventions are second nature

to readers, variations are, in general, intrusive.
Commonly accepted spellings allow words to be
recognizable.

 But remember that with spell checks, if you have

used the wrong word it may not be picked up if it
is spelt correctly.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Activity
What is wrong with the following?

 Could you go to the store and get me some more

stationary?
 They controlled his passport on entering the
country.
 I ate some popcorn in the movie.
 What was they doing in the office?
 The official opening; was undertook by the
Chairman of the bored.
 My car sprung a leek when: a hose fell of and I
had to stop.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Report Writing
‘Probably no good employee has ever been fired
simply because he was a poor report writer. Far
too often, however, good employee have missed
out on promotions and other rewards because their
poorly written reports did not do justice to their
technical achievements’.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Four Stages of Report Writing
There are four stages involved in the production of a report:

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Investigation
Investigation requires that you gather evidence.
This consists of the facts and information you gather
in three ways:

 Through careful observation.

 Through intelligent fieldwork (talking to the
appropriate person).
 Through library research.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Investigation (Contd…)
Readers of reports want an objective basis for
decision making.

 Avoid jumping to conclusions based on your own

preconceptions.

 Be careful to distinguish for yourself and then for

your reader which statements are facts, which are
opinions and which are assumptions.

 Do not just give your reader isolated facts and force

him or her to figure out what they mean. Turn facts
into evidence.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Planning
Every report should be planned in a logical way.
The basic structure of a report is:

 Introduction
 Body or Discussion
 Conclusions
 Recommendations (if you have any)

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 The Planning Sequence
The planning sequence for writing a report can be
remembered by the acronym “ ”

 stands for Purpose.

 stands for Audience.
 stands for Format.
 stands for Evidence.
 stands for Organization.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Purpose and Problem
 Put the question to yourself, “Why am I writing
this?”

 To write a useful report, you have to understand

how it will be used.

 To clarify your own purpose in writing, you need

to define the problem as precisely as you can.

 Write it down in one sentence.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Audience
 How much background do I need to give this
reader?

 What does the reader need to know and how can

I best provide this information?

 How is my credibility with this reader?

 Must I build credibility as I proceed?

 Is the reader likely to agree or disagree with my

position?
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Format
Having thought about your purpose and audience,
consider carefully the appropriate format.

There are many ways to highlight your material:

 Bullets
 Bold
 Italics
 Headings
 Sub headings
 White space

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Summary
Reports are designed for the reader’s
convenience.

The advantages of beginning the report with a well

constructed summary include:

 You get quickly to the point, arousing the

reader’s interest in what you have to say.
 A well organized summary sets up a
framework that helps the reader follow your
line of thinking in the entire report.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 The Introduction Comes Next
 It prepares the reader for the report to follow.

 Generally, the more widely a report is to be

circulated, the more lengthy an introduction it will
require.

 The body of the report will contain your findings.

 The report ends with conclusions and

recommendations.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Drafting Your Report
Few people can write even a short informal report in
one draft.

 Always write a rough draft, starting with the part of

the report that seems easiest.

 But you may be just burning to write your

recommendations first, or the introduction. It really
does not matter.

 The better you can make the report before its final
submission, the better for you in the long run.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Drafting Your Report (Contd…)
 Do not let the prospect of another rewrite deter
you from seeking reactions.

 On the other hand, remember that it is your

report, not someone else’s.

 You can seek a reaction, but ultimately you

yourself must decide whether that reaction is valid
enough to require a revision.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Revision
Remember that your report should be:

 Clear
 Complete
 Concise
 Correct

Your report is clear if it is fully understood at first

reading.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Checklist for Revision
 Check the facts.
 Check the length.
 Check the organization structure.
 Check the style.
 Check the spelling, grammar and punctuation.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Writing Proposals
There are certain differences between business
writing and literary writing. They include:

 Action vs. Reflection.

 Read once vs. Many times.
 Clear vs. Complex sentences.
 Plain vs. Colorful.
 Facts vs. Symbolism.
 Clarity vs. Ambiguity

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Ten Steps of Proposal Writing
 Clarify your objectives.
 Analyze your audience.
 Get your thoughts on paper.
 Group and label your thoughts.
 Sequence your thoughts.
 Make an outline.
 Write your draft down.
 Edit.
 Add the finishing touches.
 Proofread and edit.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Business Letters
 Business letters are important because the
organization must deal with bodies and
individuals outside the organization.

 If it did not, it would have no customers and

ultimately it would not survive.

 External communication can involve a very

diverse range of organizations.

 A high standard of communication through

business letters is therefore essential.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Business Letters (Contd…)
The presentation of a business letter should always
be courteous, as this will advertise a positive image
of the company.

The content of a business letter should be A-B-C.

 ccurate
 rief
 lear

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Business Letters (Contd…)
 What is your point? State it clearly and concisely.

 State your purpose in the opening sentence.

 Use a formal tone.

 Correct spelling and grammar.

 Read your letter.

 Get a second opinion.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Writing Business Letters
The standard elements of a business letter:

 Return address
 Date
 Inside address
 Salutation
 Body
 Closing
 Signature
 Name and position
 Abbreviations at the end of a letter
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Ten Quick Tips
 Think about the end
 Get to the point immediately
 Put yourself in the reader’s place
 Say it plainly
 Clear deadwood
 Use active verbs
 Be human
 Never write in anger
 End with an action step
 Be professional

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Activity
 Read through the letter on page 37 of the course
notes.

 At first sight it may look alright but is not.

 Circle as many mistakes as you can.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 E-Mails
 Electronic Mail (E-Mail) is a system that we all
now use these days for communicating messages
through the electronic media rather than the
physical media.

 We use e-mail for many types of communications

such as memos, letters, instructions, notices etc.

 It can however be normal day-to-day e-mail

messages that can cause the most problems,
with their offhand remarks and unguarded
comments, thoughtless turns of phrase and
careless wording.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Good Email Etiquette
 Read email
 Evaluate the content
 Act on the information
 Delete

 Email only those whom the message pertains to

 Make a point to response promptly
 Always check spelling and grammar
 Include your telephone number
 Learn email etiquette
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Good E-Mail Etiquette (Contd…)
 Do check to see what the organization’s
is.

 Do try to think about the message before

you send it out.

 Do make sure that the content is to the

recipients.

 Do be

 Do any quoted messages down as much as

possible.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Good E-Mail Etiquette (Contd…)
 Do try to use humor and irony.

 Do ensure that you have the “ ” line.

 Do try to from the original message where

relevant.

 Do be , especially with inexperienced e-mail

users.

 Do include a brief on your e-mail

messages to help the recipient understand who it is
from.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Good E-Mail Etiquette (Contd…)
 Do be when replying to mailing list
messages, or to messages sent to many recipients.

 Do remember to anything that is not needed

or is trivial.

 Do remember to tell people the format of

you send if they are anything other
than Microsoft Office types.

 Do tell your correspondent if you a

message to somebody else to deal with, so they
know who to expect a reply from. Do use
where it is useful to do so.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Good E-Mail Etiquette (Contd…)
 Do understand that languages such as English
differ in spelling between different countries.

 “ ” and “ ” are the correct

spellings in British English, but in American English
it would be “ ” and “ ”

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Bad E-Mail Etiquette
 Do not reply to an e-mail message when you are
as you may regret it later.

 Do not keep mail on your longer than

necessary.

 Do not copy out messages just add a

line or two of text such as “I agree”.

 Do not type in as this is considered to be

 Do not over use punctuation such as

“”
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Bad E-Mail Etiquette (Contd…)
 Do not send messages, especially to
mailing lists or news groups.

 Do not send large without checking

with the recipient first.

 Do not send to people

who have no interest.

 Do not send or “ ”
messages,

 Do not criticize people’s , as it is

considered petty.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 Bad E-Mail Etiquette (Contd…)
 Do not conduct in public, for example
on a mailing list.

 Do not make about third parties.

 Do not send e-mails or attachments.

 Do not mark things if they are not.

 Do not post your e-mail address on web sites

unless you want to be deluged with

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 How to Write an Effective Memo
 Elements of an Effective Memo:
 grabs the reader's attention.
 provides information, makes a recommendation or asks
for action.
 supports your position or explains benefits to reader.
 mentions next steps and deadlines.

 Types of Memos:
 Information Memo
 Problem-solving Memo
 Persuasion Memo
 Internal Memo Proposal
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 How to Write an Effective Memo (Contd…)
 Memo Parts
 To
 From
 Date
 Re: or Subject
 Cc or c

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 Sample Memo

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 In Conclusion
 Just as with the spoken word, written
communications, however well intended, are
worthless unless they are effective.

 They require the transmission of information so

that the recipient understands what the sender
intends and takes action accordingly.

 In order to ensure that your written

communications are effective, whether via
reports, letters or e-mails, remember the basic
principles listed at the beginning of this module.
AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5
 In Conclusion (Contd…)
 Write legibly.
 Use correct grammar to express the ideas and
information.
 Use vocabulary appropriately.
 Spell correctly.
 Be aware of the purpose of the message.
 Be aware of the use of style and tone.
 Be aware of the recipient.
 Ensure accuracy of the material.
 Edit material before use.

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5

 A Final Thought

“The single biggest problem in communication is the

illusion that it has taken place”.
George Bernard Shaw

AWI 106 Att. 8 Rev. 3 02 Jan. 2011 27 July 2014/ Rev.5