I. Read the text.

BUSINESS COMMUNICATION
Communication is the process of sending and receiving information from one person to another
using a channel of communication.
Internal communication consists of messages that are sent between people or groups that work
for the same business.
External communication refers to messages that are sent to people who do not work within the
business.
Depending on the information that is being shared and the audience that the message is being
sent to, communication can be formal or informal. Formal communication refers to planned
official messages that a business wishes to share. Informal communication refers to information
that is shared casually or spontaneously, for example in a conversation with colleagues.

Ways of communication
There are a number of ways of communicating. The most common methods used in business are:
 Letter – a formal written document that is usually word-processed and sent via the post
or attached electronically to an email.
 Email – a formal or informal written document that is used to communicate both
internally and externally with a range of stakeholders.
 Text message – a brief written message used both internally and externally.
 Phone conversation – a verbal means of communication used both internally and
externally.
 Meeting – a formal or informal gathering of people to exchange information verbally.
Meetings may be conducted face to face or through web or video conference facilities.
 Presentation – a formal method of verbally communicating information to a group of
people all at the same time.
 Video – businesses may make videos to communicate information formally to employees
 Social media – a formal or informal way of sharing information with a wide audience.
Can be either internal (using a closed social media platform) or external.
 Website – a formal way of communicating with a wide audience, mainly in a written
format.
Businesses make use of various types and methods of communication as part of their day-to-day
activities. Using communication effectively can have a significant impact on the success of a
business.
Being able to communicate effectively is vital for any business. Sometimes barriers prevent a
message from being received, which causes poor communication.
Barriers to effective communication
A barrier to communication is something that stops communication happening or makes
communication less effective. There are a number of potential barriers to effective
communication.
Barriers to communication include:
 poor explanations
 poor spelling and grammar
 incorrect language
 technology issues
  poor structuring of information
 use of jargon, technical language or slang
 lack of understanding
Poor communication can have a number of negative impacts. For example:
 Mistakes – poor communication can reduce quality and increase costs.
 Confusion – poor communication may frustrate customers and reduce sales, as
customers’ needs are not being met.
 Poor reputation – the business will become known for making mistakes and confusing
customers.
Digital communication involves the use of electronic tools to send messages. Common ways of
communicating digitally include:
 email
 text messages
 online chat
 video conferencing
 social media
These tools have influenced business activity in a number of ways:
 Improved speed and accuracy of information - electronic tools allow easy editing and
checking of written communication, helping to reduce grammatical and spelling errors.
Messages can be communicated at a much faster pace, which can help to keep external
stakeholders up to date while giving internal stakeholders information quickly to aid
decision-making.
 Better customer service - the use of digital communication has enabled businesses to
improve the service they provide to their customers by offering a wider range of options
for getting in touch. Customers are now able to contact businesses at a time that is
convenient to them.
 Improved productivity - digital communication makes it possible to solve many
problems with production machinery remotely, eg screen sharing to address computer
issues. This reduces costs and lessens the impact of equipment breakdowns.
 Access to a wider audience - businesses can now access a wider audience much more
easily. This can be beneficial when targeting customers with marketing materials.
However, the human resources function may also find this useful, as they may want to
attract a wide pool of applicants for a job vacancy.
(A stakeholder is anyone who has an interest in a business or is affected by business
activity).

2. Do the test.

1. Which of these is an example of digital communication?

A word-processed letter sent by post
A social media post
A face-to-face meeting
2. Which of these is an example of internal communication?
An email sent to all existing customers about a new product
 A presentation delivered to senior managers about finance
A telephone call to a supplier asking about their next delivery

3. You need to share a 100-page report with a colleague who is in a meeting. Which method of
communication should you use?
A face-to-face meeting
A telephone call
An email
4. Which of these is an example of formal communication?
An email listing current internal job vacancies
Gossiping with colleagues on the way to work
A chat with a colleague you bump into in a coffee shop
5.Which of these statements best describes external communication?
Confidential messages intended for senior managers
Messages intended for stakeholders inside the business
Messages intended for stakeholders outside the business
6. Which of the following refers to information that is shared casually or spontaneously?
Formal communication
Informal communication
External communication
7. Which of the following can be a barrier to effective communication?
Accurate spelling and grammar
Clear and concise explanations
Use of specialist technical jargon
8. Which of these is not an advantage of digital communication?
It requires digital equipment
It can help to improve customer service
It can improve the speed of communication
9. Which of these statements best describes a letter?
A brief written message with a limited numbers of characters
A formal written document sent via the post or email
A way of having verbal conversations
10. Which of the following might be a result of poor communication?
Confusion among those receiving the message
 An improvement in the reputation of a business
Fewer mistakes being made by staff

II. Study the information below.

BUSINESS CORRESPONDENCE is common and widely used in business communication

and or business environment. Business correspondence includes Information Letters (Letter of
Introduction, Letter of Inquiry, Letter of Confirmation, Letter of Notification, Apology Letter,
Letters of Business Offer (Letter of Proposal), Letters of Demand (Letter of Request), Letters of
Claim or Complaint, etc..

Style in Business Correspondence

The specific character of formal business communicative activity and conveyed information
require specific structure of business texts. Formal business texts should have clear and
unambiguous structure.
The paragraphs of business letters tend to be short, some only a sentence long. Business letters
are not read the same way as articles, reports, or other literature for detailed information or
analysis. Thus, paragraphs over ten lines in business correspondence which require much
concentration may not be read carefully or read at all. To enable the recipient to read the letters
more rapidly and to comprehend and remember the important facts or ideas, should be used
relatively short paragraphs of between three and eight lines long. In business letters, paragraphs
that are made up of only a single sentence are common and perfectly acceptable.
The general recommendation is to analyse the purpose, content, or function of each paragraph of
a letters. Any paragraph that covers more than one thing should be rearranged and split it into
two paragraphs. If you discover two short separate paragraphs that do the same thing, consider
joining them into one. Information in the first and last lines of paragraphs is read and
remembered better. Information given in the middle of long paragraphs is easily overlooked or
forgotten altogether. Therefore, important information should be placed in rather noticeable
positions.

Formal business style is characterized by conciseness, laconism and economical use of language
means. Together with objective character and credibility of information they are the main
requirements of this style. Official written documents cannot contain subjective opinion and
emotional words.

Language and Grammar Peculiarities

Complex sentences, joined by conjunctions, rather than short sentences, are characteristic for
formal business style. Simple but polite style is preferable without unnecessary wordiness,
familiarity or slang.

Another important characteristic feature of business correspondence is the usage of passive forms
when the doer of the action is insignificant. If it is not necessary to show the performer of the
action, we can leave the reader unaware. But, still usage of active forms is acceptable and
conventional in business correspondence. Firstly, it is easier to read such type of sentence and
secondly, these sentences take less words, thus reading takes less time.
One more thing to be remembered is that the verb must always agree with subject. No matter
how many words separate the subject and the verb, make sure they agree.

Pompous, officious-sounding words should be avoided as well as slang and colloquial phrases.

Furthermore, choosing positive language will make our letter well-turned. Business writers and
speakers recognize that positive, optimistic people are more open to new ideas and change, than
are discouraged, unenthusiastic people.

Abbreviations in Business Correspondence

In business correspondence a number of abbreviations are used, some of which are only suitable
for informal communication, some even for electronic communication only (e.g. emoticons). In
formal business letters, a clear, formal writing style should be used; however, there exist some
instances in which the use of abbreviations is appropriate to save both space and time

Formal widely used abbreviations:

ASAP – as soon as possible
attn – attention: to show that a letter is for the attention of a particular person
cc – used on a business letter or e-mail to indicate that a copy of a given letter is being sent to
the person mentioned
c/o or c/- – care of: used in the address on a letter or parcel that you are sending to someone
encl. – enclosed or enclosure: used at the top or bottom of a letter to show that an attachment has
been included in the letter
ETA – estimated time of arrival
FAO – for the attention of: written in front of someone’s name on a document, letter, or envelope
to show that it is intended for them
FYI – for your information: written on a business letter or e-mail to show that it is being sent to
someone for their information only; they are not expected to reply or take any action
pp – on behalf of: written in front of someone’s name when you are signing a letter for them
PTO – please turn over: used at the bottom of a page to indicate that there is a second page
(informal)
RE – used in business letters to introduce their subject matter
ref. – reference: used in a business letter when you are giving the numbers and letters that show
exactly which document or piece of information you are writing about
TBA – to be announced
TBD – to be determined
a/c – account
appar. – apparently
c. or ca. – approximately, about (Latin circa)
cf. – compare (Latin confer)
comm. – commerce
Corp. – Corporation
dt – date
e.g. – for example (Latin exampli gratia)
et al. – and other people (Latin et alii)
etc. – and so forth (Latin et cetra)
i.e. – in other words (Latin id est)
Ltd. – Limited
nb. – nota bene
p. a. – a year, each year (Latin per annum)
p. a. – per head (Latin per capita)
P&P – postage and packing
pdd – probable date of delivery
PIN – postal index number or Personal Identification Number

Each type of business letter has its own standard phrases and clichés. By using these standard
phrases, it is possible to give a professional tone to business letters, effectively reveal the content
of the message and achieve business aims.