TRƯỜNG ĐẠI HỌC VĂN LANG

KHOA NGOẠI NGỮ

Business Writing Basics

ThS. Nguyễn Huy Cường

VLU, 06.09.2021
Key reasons to relax your language in all
written communications
1. To establish relationships
first email (appropriate words/phrases)  good impression
2. To communicate your ideas precisely
Unsuitable/incorrect expressions or a long-winded writing style 
misunderstanding, confusion
3. To convey a good impression
Clear, concise, accurate language  good impression and confidence
(readers)

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

Six deadly sins of today’s
business writing

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 1. Redundant expressions
Instead of Say
 Please be advised that our next meeting will be • Our next meeting will be held
held on Monday 14 June. on Monday 14 June.
 Kindly be informed that the fire alarms will be • The fire alarms will be tested
tested at 9 am tomorrow. at 9 am tomorrow.
 I am writing to let you know that Mr John Lim is • Mr John Lim is no longer with
no longer with our company. our company.

Many people think they have to use phrases like ‘Please be informed’ because they are more
polite. You can still be courteous without using these passive, stuffy phrases.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

2. Long-winded words and phrases

Flowery writing with big words  confuse / frustrate readers.

• Phrase: I should be very grateful  Please (definitely not Kindly).
• Short words: buy (purchase), try (endeavor), start (commence) and end (terminate)

The aim should be short words, simple expressions and short sentences in short
paragraphs that are clear and concise.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 3. Passive
Instead of Say
1. Arrangements have been made for a repeat 1. I have arranged for a repeat
order to be dispatched to you immediately. order to be sent to you today.
2. The cause of your complaint has been 2. I have looked into this matter.
investigated.
3. Adrian Chan will conduct the
3. The seminar will be conducted by Adrian Chan. seminar.
4. Sales of the X101 have exceeded all 4. X101 sales have gone sky high.
expectations.

Passive voice puts a distance between you and your reader. Active voice gives your writing a
focus, and is much more personal and natural.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 4. Yesterday’s language
Instead of Say
1. We refer to your letter of 21st October 1. Thank you for your letter dated 21
October.
2. The above-mentioned goods will be
dispatched to you today. 2. These goods will be sent to you today.
3. Kindly furnish us with this information soon. 3. Please let us have this information soon.
4. Should you require any further clarification 4. Please give me a call on 2874722 if you
please do not hesitate to contact me. have any questions.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 5. Writing differently to how we speak
Instead of Say
1. Your email of this morning refers . . . 1. Thanks for your email.
2. As spoken this morning . . . 2. Thank you for your call this morning.
3. I kindly request your approval. 3. I hope to receive your approval.
4. Kindly advise which course of action you would like to 4. Please let us know what you would
take and we will proceed accordingly. like to do.
5. We will issue the letter to your good self early next 5. We will send you the letter early next
week. week.
6. Could I please request your kind assistance in filling 6. I hope you will take a few minutes to
out the below survey for us. complete this survey for us.

Imagine the reader is sitting in front of you. If you find yourself writing something you
wouldn’t say, then change it.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 6. Commas instead of full stops
Instead of Say
1. Thanks for your email, it was good to 1. Thanks for your email. It was
hear from you. good to hear from you.
2. Mary is responsible for this convention, 2. Mary is responsible for this
she will be in touch with you soon. convention. She will be in touch
with you soon.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

Ten steps to brilliant
business writing
 1. Write naturally and sincerely
Instead of Say
1. We have received your letter of 12 June. 1. Thanks for your letter of 12 June.
2. I have pleasure in informing you. 2. I am pleased to tell you.
3. We do not anticipate any increase in prices. 3. We do not expect prices to rise.
4. I should be grateful if you would be good enough to 4. Please let me know.
advise us.
5. I hope to receive a prompt reply.
5. Please favor us with a prompt reply.
6. Please let me have this information
6. Please furnish me with this information soon. soon.
7. Please revert to us soonest. 7. I hope to hear from you soon.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

2. Be courteous and considerate
• Reply promptly to all messages – answer on the same day if possible.
• If you cannot answer immediately, write a brief note and explain why. This will
create goodwill.
• If you feel some comments are unfair, be tactful and try not to cause offence.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 2. Be courteous and considerate
Instead of Say
1. Kindly see attached on my department’s 1. Here is my performance report for last
performance for last month. month.
2. Your immediate feedback will be highly appreciated 2. Please let me have your urgent feedback
so we can advise the guest accordingly. so we can let the guest know
3. As per our telephone conversation, kindly find 3. Thank you for your call. Attached is my
attached a copy of my credit card authorization credit card authorization form.
form.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 3. Use appropriate tone
Instead of Say
1. We cannot do anything about your 1. Unfortunately, we are unable to help you on this
problem. occasion.
2. This problem would not have happened 2. The problem may be resolved by connecting the
if you had connected the wires wires as shown in the handbook.
properly.
3. Your television’s guarantee has ended, so
3. Your television’s guarantee is up, so you unfortunately you must bear the cost of any
will have to pay for it to be fixed.
repairs.
4. I am writing to complain because I was
very unhappy with the way I was 4. I was most unhappy with the standard of
treated in your store today. service I received in your store today.
Therefore it is vital to choose your words carefully. You can be firm or friendly, persuasive
or conciliatory – it depends on the impression you wish to convey.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

Avoid these expressions

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

4. Use simple words and short
sentences
KISS principle
Keep it short and simple

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
 5. Use modern language
Instead of Say
1. We are in receipt of your letter of 12 June. 1. Thank you for your letter of 12 June.
2. We have received your letter of 12 June. 2. Thank you for your letter of 12 June.
3. Enclosed herewith you will find 3. I enclose
4. Please find attached 4. Attached is, or I am attaching
5. Would you be good enough to advise me 5. Please let me know
6. Please be reminded the above-mentioned goods 6. Please remember these goods

A good business message will use no more words than are necessary to convey a clear and
accurate message.
ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
 6. Use active not passive voice
Instead of Say
1. The new system was developed by our staff. 1. Our staff developed the new system.
2. The cheque was presented to the charity by 2. The Duchess of Cambridge presented the
the Duchess of Cambridge. cheque to the charity.
3. Your co-operation is needed in providing the 3. Please let me have this information for
following information for the directory. the directory.
4. These notes should be read carefully before 4. Please read these notes carefully before
completing the form. completing the form.
5. The investigation has been concluded by our 5. Our client has concluded the
client, and the paperwork has been signed. investigation and signed the paperwork.

If you want someone to do something, start your sentence with ‘Please’ and follow with the
active verb. Don’t use ‘I appreciate’ or ‘We would appreciate’, and definitely don’t try
starting a sentence with ‘Appreciate’.
ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
Give a noun (the subject) extra emphasis
Our restaurant has been recommended by all the leading hotels in Singapore. (All the
leading hotels in Singapore have recommended our service.)
Place the focus on the action, not the actor
The noise was heard all over the island.
Hide something or when tact is important.
An unfortunate mistake was made.
This bill has not been paid.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 7. Avoid nominalizations (using a noun instead of a verb)

Instead of Say
1. We ensured the motivation of staff with the 1. We motivated staff by introducing
introduction of Learn at Lunch sessions. Learn at Lunch sessions.
2. Newton Hospital made a decision to expand 2. Newton Hospital decided to expand
its pediatric services. its pediatric services.
3. The accountant has no expectation that they 3. The accountant does not expect
will be able to meet their deadline. them to meet their deadline

Like passive verbs, too many nominalizations make writing very dull and obscure the real
meaning of a sentence.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
 8. Use positive language
• Avoid “but”  readers just focus on the negative
• Let the reader know what you can do and will do, rather than what you can’t and won’t
do.
This model is very popular, but it only does 35 miles per gallon.
This model is very popular, and it does 35 miles per gallon.

Using positive words and positive phrases will enhance the tone and improve the
effectiveness of your writing.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 9. Use ‘you’ and ‘we’
Instead of Say
1. Participants must bring with them… 1. Please bring with you…
2. Advice is available from… 2. You can get advice from…
3. Our company is currently restructuring… 3. We are restructuring…
4. We always tell our clients when… 4. We will always tell you when…

It might help to remember that you wouldn’t use words like ‘the company’ or ‘the
participant’ if you were speaking to someone face to face.

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

 10. Be consistent
Instead of
1. The people attending the next committee
meeting will be John Wilson, G Turner,
Mandy Harrison and Bob.
2. I confirm my reservation of a single room
on 16/7 and a double room on 17 Oct.
Say
1. The people attending the next committee
meeting will be John Wilson, Gloria
Turner, Mandy Harrison and Bob Turner.
2. I confirm my reservation of a single room
on 16 July and a double room on 17
October.
ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
What’s wrong?

Dear Sirs,
We have received your letter dated 27 March 20...
We are extremely distressed to learn that an error was made pertaining to your esteemed
order. Please be informed that the cause of your complaint has been investigated and it actually
appears that the error occurred in our packing section and unfortunately it was not discerned
before this order was dispatched to your good self.
Arrangements have been made for a repeat order to be dispatched to you immediately and this
should leave our warehouse later today. It is our sincere hope that you will have no cause for
further complaint with this replacement order.
Once again we offer our humblest apologies for the unnecessary inconvenience that you have
been caused in this instance.
Kindly contact the undersigned if you require any further clarifications.
Very truly yours,
Zachariah Creep & Partners
ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021
Dear Mr Tan

Thank you for your letter dated 27 March.

I am sorry to hear about the mistake made with your order. I have looked into this and the error
happened in the packing section. Unfortunately, it was not discovered before the goods were sent
to you.
I have arranged for a repeat order to be sent to you today, and I hope this meets your requirements.
Once again, please accept my apologies.
Please give me a call on 2358272 if you have any questions.
Yours sincerely

The key to good business writing is to write in a natural style, as if you were having a
conversation

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

Contents
A. Grammar review
B. Key reasons to relax your language in all written communications
C. Six deadly sins of today’s business writing
D. Ten steps to brilliant business writing
E. Emails and letters
F. Greetings and endings
G. Subject headings
H. Structuring messages logically

ThS. Nguyễn Huy Cường, Khoa Ngoại Ngữ, VLU - 2021

Thank you