Business Communication

Lecture # 2 & 3
Fall Semester-2018
Three step of Writing process
 Seven C’s of Effective
Business Communication
 Correctness

 Clarity

 Concise-ness

 Completeness

 Consideration

 Concreteness

 Courtesy
 1. Correctness

Correctness refers to;

 Use the right level of language

 Correct use of grammar, spelling and punctuation

 Accuracy in stating facts and figures

“ Correctness in message helps in building confidence”

 2. Clarity

Clarity refers to;

 Use of Simple Language instead of Jargon Words

 Simple Sentence Composition

 Message can be easily understand by the Receiver

“Clarity makes comprehension easier”

 3. Conciseness

Conciseness refers to;

 A concise message saves time of both the sender and the receiver.

 Conciseness, in a business message, can be achieved by avoiding

wordy expressions and repetition. 
 Using brief and to the point sentences, including relevant material
makes the message concise. 

“Conciseness saves time”
 4. Completeness

By completeness means:
 The message must bear all the necessary information to
bring the response you desire. 
 The sender should answer all the questions and with facts
and figures. and when desirable, go for extra details.

“Completeness brings the desired response.”

 5. Consideration

 Consideration demands to put oneself in the place of

receiver while composing a message.
 Consideration refers to the use of You attitude, emphases
positive pleasant facts, visualizing reader’s problems,
desires, emotions and his response.

“Consideration means understanding of human nature.”

 6. Concreteness

 Concreteness referred to being definite, vivid and specific

rather than vague, obscure and general leads to
concreteness of the message. 
 Facts and figures being presented in the message should
be specific.

“Concreteness reinforces confidence”
 7. Courtesy

 Courtesy means not only thinking about receiver but also

valuing his feelings. 
 Courtesy can be achieved by using polite words and
gestures, being appreciative, thoughtful, tactful, and
showing respect to the receiver. 
 Courtesy builds goodwill.

“Courtesy strengthen relations”
 Business Messages

 Messages are the shorter written presentation of information that occurs in

business.
 Messages are the everyday exchanges between people- the communications
that enable the business to conduct its affair internally and externally
 There are three basic types of messages such as;

1. Text messages

2. Emails

3. Traditional Letters/ Memorandums

 Text Messages

 Text messages are the newest type of message.

 They began as a short message service (SMS), which

allowed mobile phone users to send messages.
 When composing text messages, writers should focus
primarily on clarity in achieving their objectives.
 Since keying responses on a mobile phone is slow, users
often use abbreviated spelling forms
 Text Messages

 Some of the common abbreviations are b4 for before, u

for you, gr8 for great, plz for please, and many more.
 Other shortcuts include initialisms such as BTW for by the
way and short form spellings such as nite for night.
 Because text messaging is less formal than other types of
messages, these shortcuts are often used and accepted.
 Text Messages

 However, they still force the reader to stop and interpret

the meaning. Users should avoid them if they interfere
with clarity.
 Text messages should convey ideas completely with
minimal need for response.
 Emails

Email Vs Telephone:
Advantages:
1. E-mail eliminates “telephone tag” --- the problem of trying
to contact busy people who are not always available for
telephone calls. (Messages sent to them can be stored in
their electronic mailboxes until they are ready to read
them.)
2. Email saves the time of these busy people. They are spared
the interruptions of telephone calls.
 Email

3. Email can speed up the process of making business

decisions, because it permits rapid exchanges from all
involved in the decisions.
4. Email is cheap. It permits unlimited use at no more than
the cost of an Internet connection.
5. It provides a written record.
 Emails
Disadvantages:
1. Email is not confidential.
2. Email doesn’t communicate the sender’s emotions well.
Voice intonations, facial expressions, body movements,
and such are not a part of the message. They are in
telephone and face-to-face communication.
3. Email may be ignored or delayed. The volume of email
often makes it difficult for some respondents to read and
act on all of their messages.
 Emails

Including the Prefatory Elements:

 To: Here the sender places the email address of the recipients.
It must be perfect, for any error will result in failure to reach
the recipient.
 Cc: If someone other than the prime recipient is to receive a
courtesy copy, his or her address goes here.
 Bcc: This line stands for blind courtesy copy. The recipient’s
message will not show this information; that is, he or she will
not know who else is receiving a copy of the message
 Emails

 Subject: This line describes the message as precisely as

the situation permits. The reader should get from it a clear
idea of what the message is about.
 Attachments: In this area you can enter a file that you
desire to send along with the message.
 The message: The information you are sending goes
here.
Effective Subject Line
Effective Subject Line
 Tips to Write an effective
subject line
 Write the subject line first

 Keep it short: (maximum 6 to 8 words)

 Place the most important words at the beginning

 Eliminate filler words: (avoid unnecessary words such as “Hello” or “ Nice to meet you”)

 Be clear and specific about the topic of the email

 Keep it simple and focused: (Focused on one action at a time)

 Use logical keywords for search and filtering: (use words that are searchable)

 Indicate if you need a response: (If you need a response, make it clear in the subject line
by saying "please reply" or "thoughts needed on X topic”/ "Please read” or “FYI”)
 Set a deadline in the subject line: (If email is loaded with more information then set a
deadline that read it before Friday or read it before Saturday or even mention the date)
  If someone referred you, be sure to use their name
 Tips to Write an effective
subject line
 Personalize it with the recipient's name or company name:
(For example, you might write, "Increase Company.com's traffic
by 25%," or “Ahmed, see how you compare to competitors.“)
 Don't start a sentence that you finish in the email's body

 Make sure you reread the subject line

 Don't put words in ALL CAPS: (CAPS is digital equivalent of

yelling, and your job is to make the email as easy as possible
for the recipient to read rather than giving them anxiety)
 Emails
 Begin with the recipient’s name or a greeting. Identify yourself if
necessary.
 Organize short messages by presenting information in descending order
of importance.
 Longer messages usually follow more complex patterns.
 Email messages range from highly informal to formal.
 The language may be casual, informal, or formal.
 Casual language uses slang, contractions, short sentences.
 Use casual language when writing to friends.
 Informal language resembles proper conversation.
 Formal language keeps a distance between writer and reader.
 Email

 Cut nonessentials and write concisely.

 Minimize references to previous communications.

 Be courteous.

 End with your name and perhaps a closing statement.

 Initialisms have been developed to save time. But use

them cautiously.
 Initialisms

 ASAP as soon as possible

 BTW by the way
 FAQ frequently asked questions
 FWIWfor what it’s worth
 FYI for your information
 IMHO in my humble opinion
 LOL laughing out loud
 TIA thanks in advance
 TTFN ta-ta for now
Avoiding Inappropriate
Use of Email
 The message is long, complicated, or requires negotiation.
 Questions or information need clarification and discussion.
 The information is confidential, sensitive, requires security,
or could be misinterpreted.
 The message is emotionally charged and really requires
tone of voice or conversational feedback to soften the
words or negotiate meaning.
 The message is sent to avoid direct contact with a person,
especially if the message is unpleasant and uncomfortable
or seems too difficult to say face-to-face.
 The message contains sensitive issues, relays feelings, or
attempts to resolve conflict. Email can make conflict worse