The Power of 5 Cs

Clear, Courteous, “I want to build relationships

with my reader”.
Concise, Correct and I want people to read what I
write. All the way through”.
Coherent Emails

We write because we want someone to know, understand,

or do something as a result of our written communication.
 • 1. Clear – Main message is obvious.
Responsibility of the next action is stated, all
required information is provided with no gaps

• 2. Coherent – Structured, points are

paragraphed, formatted well, uses bullets
wherever appropriate each, sentences are not
too lengthy and are understandable, links
between the information

The 5Cs • 3. Concise - No unnecessary words, no

repetition or redundant words, no fillers
 
• 4. Correct – Message is accurate for grammar,
vocabulary and punctuation

• 5. Courteous – Polite, professional,

diplomatic yet assertive language is used, no
Indianisms
 To Inform with
complete and
correct
information

Communication To Seek Specific

Information
Purpose

Part 1
To inform, To seek, To Persuade to
think, feel act in a
To Form certain manner

To Form a
Proactive Image of
oneself
 Email
Generate
Framework –
Content and
add Headers
write out a
and Points if
Planner
multi topics

Sentence
Email Structuring –
Professional Paragraphing –

Writing Phrases, Right

words,
Business
add a topic
sentence,
varied sentence
Process Vocabulary,
Conjunctions,
openers

Editing

Formatting and
Proofreading
1. Generate and Organize the Content into a Planner
 

Use Headers, Sub headers, Tables, Bulleted Points

 • Sub: Meeting deadline for Delivery of Module X
on 20th November
• Hi Steve,

Does this •  
•As per the implementation of new task for

email Module X which is to be included in the Delivery

on 20th November currently our team here is in
the process of making a clean delivery by 20th

meet the •
based on the schedule earlier planned.
As per your request on adding the new

5Cs? changes for this delivery, I did some analysis

regarding the amount of effort which will be
required to complete the task. The development
task could be completed but testing all
functionality may not be complete due to
insufficient time. We are currently tied up with
other work.
• Thanks and Regards,
 Hi Steve,

I hope all is well with you.

I am referring to your email dated 5 th November regarding the ABC additional features to
be incorporated in Module X. I understand these additions need to be included in the 20 th
November delivery. I would like to share my views on these changes.

Testing Timeline for ABC features

After analyzing the impact of the ABC feature additions to the current development, I
believe it may not be a good idea to add these within 20 th Nov. These are new
functionalities and therefore need to be tested individually. The timeline for the testing
will be as follows:

Steps Time

Regression test on completed Module X with additions 1 day

First cycle of testing 2 days

Issues during testing 1 day

Another round of testing 1 day

Therefore, we ideally need five additional days to incorporate these additions with
quality.

We are currently looking for a timely release of Module X with a stable build o n 20th
November. However, I do see that with these changes would be hurrying the
development process. In addition, the testing process would not be complete. This in turn,
would be risky as we could miss out any major bugs if present in the application.

Suggestions for adding in ABC

I am sure you are looking for a product whose quality is not compromised. Moreover, I
understand your need to add in the new features. Hence, I would like to suggest some
options which may help you:

1. We can delay the release by another week and complete the implementation of the
changes with two rounds of testing.

2. We can exclude the new change implementation for Module X for the 20 th Nov delivery
and include it for the next Delivery on 8 th Dec.

We have currently kept Module X on hold. Please let me know your thoughts on this and
the option that is more suitable for you. I would be glad to answer any questions on a call
if you like.
 Email
Generate
Framework –
Content and
add Headers
write out a
and Points if
Planner
multi topics

Sentence
Email Structuring –
Professional Paragraphing –

Writing Phrases, Right

words,
Business
add a topic
sentence,
varied sentence
Process Vocabulary,
Conjunctions,
openers

Editing

Formatting and
Proofreading
2. Use an Email Framework
OPENING
• 1st paragraph - Greeting, Background references,
Purpose of writing
•  2nd paragraph – Summary / Background
information / Good news / Update

• MAIN BODY
• 1st paragraph - Topic sentence, Key point,
Supporting facts
• 2nd paragraph –Topic sentence, Other points,
Supporting facts
• 3rd paragraph – Objections, reassurance, Bad
news, Make Good

CLOSING
• 4th paragraph (Action) - Restate your Request /
Suggestion / Opinion Recommendation, Desired
action from the reader / yourself, time references
• 5th paragraph - Personal closing
 • From: Avi
• To: Design Team

Will Avi’s • Subject: Hi

meeting • Hi. Lana wants to talk about the deadline for the
Android app which is supposed to be Friday,
attendees even though Ivan thinks we have too many tech
glitches we need to fix first. Mohammed has
know what some important usability testing info we need
to talk about too—it looks like the games are
needs to be too difficult! We also need to come up with a
name... So, I think we should have a meeting to
done? discuss everything. How does tomorrow at 10
a.m. sound? I’ll book a conference room and let
you all know in the morning where it is.
• Avi
 • Subject: Android App Meeting: 12/12 @ 10 a.m.

• Dear/Hi Team,

• There will be a mandatory team meeting tomorrow morning

to review progress and to ensure we are on track to meet our
Friday deadline for the new Android app.

• In the meeting we will discuss the following (discussion

Structure leader names are in parentheses):

Points 1. Technical glitches to be resolved (Ivan) 

2. Usability tester feedback - making the game less difficult
Numbering (Mohammed) 
3. Product name (Lana)
Short Sentences
• I have reserved conference room B from 10 a.m. to noon
tomorrow. I will also send out a separate calendar invite.

• Thanks and see you all tomorrow.

• Regards,

• Avi
 
 
 1. If you normally address a person as
Miss/Mrs./Ms./Mr. Smith / first name,
then that's the way you should initially
address them in an e-mail.
2. If writing for the first time, use Dear Mr. /
Mrs. / Miss / Ms + Surname. This
establishes a formal business relationship.
3. If relationship proceeds to a verbal first
name basis, then Dear Mr. Brown could be
replaced by Dear Tom / Hello Tom / Hi
Tom.
Salutation 4. While writing to a specific reader, a mere
hi / hello is impersonal. A name clarifies
that the message is meant for him and not
just a CC.
5. Be clear about the marital status of a
female reader before assigning a Mrs. or a
Miss. Check previous correspondence’s
signature block
6. When you know the reader’s name but
not the gender use the full name – Dear
Chris Crowell
 1. Dear Tom / Hi Tom- You would
greet him by his first name if you
met him
2. Dear Mr. Alter – You would greet
him formally if you met him
Addressing 3. Dear / Hi Team -If you are writing
to a group of people
4. Hi all - If you’re writing to a
group of people from different
departments
5. Hi / Hello - If you are writing
many messages to him on the
same day
 • Sincerely Yours, Faithfully yours is old
fashioned.

• General – Regards; Best Regards, Many

thanks, Thanks

Signing • Message is an acknowledgement of

help or a request - Thank you/Thanks
Off
• Use a Thanks as a gesture if the reader
has helped you out or if you have made
a request. There isn’t a need to end
with thanks if you have not made a
request. Thanking you in advance is
meaningless.
•  
 Email
Generate
Framework –
Content and
add Headers
write out a
and Points if
Planner
multi topics

Sentence
Email Structuring –
Professional Paragraphing –

Writing Phrases, Right

words,
Business
add a topic
sentence,
varied sentence
Process Vocabulary,
Conjunctions,
openers

Editing

Formatting and
Proofreading
 Students require more
recreational time in order to
better focus on lessons in
class. (TOPIC) In fact, studies
have shown that students
who enjoy a recess of more
than 45 minutes consistently
score better on tests
immediately following the
recess period. Clinical
analysis further suggests
that physical exercise greatly
improves the ability to focus
on academic materials.
(FACTS, EXAMPLES) Longer
periods of recess are clearly
required to allow students
the best possible chances of
success in their studies.
(CONCLUDING)
TOPIC SENTENCE

• 1. An opinion or an idea about the topic

• I believe children studying karate get strength and confidence.

• 2. A forecast of the content of the paragraph

• Plan B also has economic disadvantages.

• 3.Your Intent
• I would like to take you through an analysis on the proposed
changes and its benefits to the end users.

CONCLUDING SENTENCE

1. Summarize the main idea of the paragraph

All schools in Bangalore now have karate as a part of their
sports training.

2. Predict the future connected to the paragraph’s topic

I believe that Plan B will result in a loss to our company.

3. Suggestion or Advice connected to the topic

Therefore, I feel we should carry out these changes at this stage
and go ahead with them immediately.
 A list of jobs and their I would like to explain
status is mentioned below: the reasons for the
  timeline extension:
1. Developing all main  
screens completed a. 2 days checking
Use Points - Use of 2. Testing first round to Additional features
begin tomorrow impacting existing
heading and bullets 3. Fixing bugs to begin on functionality
increases readability 16th b. 2 days Integration
by 47% 4. Testing second cycle testing
including regression c. 1 day Code cleaning
testing begin on 18th d. 3 days System and
Use Parallel 5. Delivering build on Regression Testing
20th e. 2 days modifying
structure Documentation and
Release Notes

Queries on CR288 are listed below:

 
1. How is the time line validation performed
2. What is the time constraint for warehoused
payment
3. When will the loyalty feature be implemented in
CTG application
4. What is the impact of the change request on
existing functionality
 1. Group paragraphs into sections with
headers, sub headers if email is lengthy
2. Use points instead of sentences
wherever possible
3. 4/5 paragraphs – max
4. Keep paragraphs to around 6 lines max
5. Leave a line between paragraphs
6. 11/2 lines max per sentence
Paragraphing 7. Use conjunctions to connect
Tips 8. Not more than 1 conjunction
9. Max 2 commas in a sentence
10. Use a Topic Sentence to introduce the
point and a Concluding sentence if
required
 Email
Generate
Framework –
Content and
add Headers
write out a
and Points if
Planner
multi topics

Sentence
Email Structuring –
Professional Paragraphing –
Writing Phrases, Right
words,
add a topic
sentence,

Process Business
Vocabulary,
Conjunctions,
varied sentence
openers

Editing

Formatting and
Proofreading
 1. Functional Polite,
Professional Phrases

• In response to your
suggestion on the changes
to be carried out in job
XYZ, we have a few points
we would like to share with
you.

• It would be helpful if you

could send us …….by
………..so that ....

• I don’t believe this

suggestion will work for
the current format. Let me
explain why…… Read Phrase list in handout
2. Polishing
your Sentences
Using the Right
Words
 a. Benefit words b. Concrete, Tangible Words

• Dates, Noun Names

• I am referring to your email dated 2nd May on queries with the ABC
project. I have a few clarifications.
•  
• Tangible Details
• There are a number of bugs in the code
• There are 20 bugs in the code
• Kindly send us the information at the earliest
• It would be great if you could send us ABC by Friday to help us complete the
job by Monday.

• Use Benefit words

• Increase, improve, enhance, reduce, decrease, save, gain, higher,
lower, advantages, disadvantages, boost, accelerate , a lot more, much
lesser, increase by ….., reduce by ……..improve by ………
The Stylized Writer
Engages with words
 3. Professional Business Verbs

• Accelerate Accommodate Consolidate

• Defer Devise Enumerate

• Gauge Incorporate Process

• Reflect Revamp Supplement

• Streamline Update
• ( refer Business Vocabulary List)
Acquiring Business Vocabulary
1. Go through the Business Word
List
2. Maintain a Vocabulary Book with
newly acquired business words
3. Word usage to be explored
through Vocabulary.com or any
other thesaurus, look up
meaning, look up synonym, read
sentences, practice the word, quiz
4. Write the new word with meaning
into your Vocab Book, use the
word while speaking, writing
immediately
5. Explore links from the Language
Development Links list to acquire
additional words – write them
down in your Vocab Book
 4. Vary Sentence Openers
My cousin enjoys her job. She
is a helper at a children’s
holiday centre. She teaches
crafts during the day. She
sleeps in a cabin with the ten-
year-olds. She says that some
of them are homesick at first.
They usually get over it after a
couple of days.
My cousin enjoys her job as a
worker at a children’s holiday
centre. During the day, she
teaches crafts, and at night she
sleeps in a cabin with the ten-
year-olds. Many of the
youngsters, she says, are
homesick at first but usually
recover after a couple of days.
5. Conjunctions as
Connectors
• The next sample, Formula D-7, is an excellent adhesive. It was the
strongest of any tested and one of the most water resistant.
However, it has several disadvantages. Its cost is fairly high and its
viscosity would perhaps require new application equipment or
modifications in the existing equipment. Also, its storage –
temperature requirements are rather strict. Nevertheless, in my
judgment, these disadvantages are outweighed by its overall
quality. Therefore, I recommend that Formula D-7 be used for the
project.

Refer Conjunction List on pg 13 of the Business Writing Handout

 • Enclosed herewith is / please find
the information as per your
request

• Here’s the letter you requested /

6. Keep I have enclosed ......./ I have
language attached.....
Conversational • Should you have any further
and Global queries, please do not hesitate to
call me

• Please let me know if there is

anything else you need.
 • Making a Request
• We would appreciate it if you could……………
• I would be grateful if you could……………..
• Could you please send me…………….
• Would you mind sending me………………….

7. Make tone • Rapport Closers

Personal and • Please call me if you need further
explanations. I would be glad to take you
Friendly •
through the points again.
I would appreciate an immediate response
to the above clarifications to help me begin
work on ABC.
• I would be happy to discuss any queries you
may have over a call if you like.

Refer Archaic Phrases, Rapport Phrases, Put Offs in Business Writing Handout
 • Sent: Monday, May 01, 2017 11:43
PM
• Subject: LEAVE FOR EXAMINATION
ON 2 MAY 2017
Will Reema get •  
converted from • Respected Madam,
internship to •                           This is Reema working
placement? asintern in XYZ. On 2 May 2017, we
arehaving an exam at college at 9:00
am in the morning.I would request
you, please grant me leave.
•  
• Thankyou& Regards,
• Reema
• Sent: 10 July 2020 20:30
• To: Dr. Sasmita Giri <sasmita.giri@ifim.edu.in>
• Subject: Re: Choice Allocation- Term V- MSS 19-21

• But that doesn't mean I will not get my preferred choice. And what is the choice left for me then. I cannot study
what you choose for me. Every time you cannot evaluate me on the basis of CGPA.
• I request you to please give me my preferred choice.i.e., BANKING.
• Thank you,
• ________________________________________

• Sent: Thursday, July 9, 2020 1:42:27 PM

• To: Dr. Sasmita Giri <sasmita.giri@ifim.edu.in>
• Cc: Tushar Jain <tushar.jain@ifim.edu.in>; Pramod B <pramod.b@ifim.edu.in>; Dean Academics
<dean.academics@ifimbschool.com>
• Subject: Choice Allocation- Term V- MSS 19-21

• Respected Ma'am/Sir,
• This is XYZ Reg. no. XXXXXXXXX. As per my choice allocation form my first preference was BANKING, second
preference was Capital Markets and lastly third preference was again Banking. But as per the data shared
yesterday, I have not been allocated any of the two. I still prefer to go with my first preference i.e., BANKING. So, I
request you to please allocate me my preferred MSS choice.

• I request you to please look into this matter as soon as possible.

• Thank you,
Subject
Lines

Summary
Lead to
Action
 1. Concise: (40 – 40 characters)
Survey of Student preferences in regards to
various pizza factors – Student’s Pizza
Preferences

Subject Lines 2. Specific:

Changes”, or “Clarifications” – “Changes

Relevant to suggested on XYZ job”

Training sessions – 2009 Training Schedule
Message, • Include a subject: Emails with blank
Specific, subject lines often get missed
• Avoid words such as “IMPORTANT” or
Concise “URGENT”
• When changing the subject, start a new
mail, instead of replying to an earlier one

Write the subject line after you have

written the message. You will be able to
summarize better.
Subject: Meeting / Reminder of 10am Meeting on PASS Process.

• Hi Jim,

• I just wanted to remind you about the meeting we have scheduled

for Monday, October 5, at 10:00am. It's being held in conference
room A, and we'll be discussing the new PASS Process.

• If you have any questions, feel free to get in touch .

 
Best Wishes,
Mark
 Email Checklist
• Content,
Framework,
Language,
Accuracy

Pg 18 of Writing Handout
 Email
Generate
Framework –
Content and
add Headers
write out a
and Points if
Planner
multi topics

Sentence
Email Structuring –
Professional Paragraphing –

Writing Phrases, Right

words,
Business
add a topic
sentence,
varied sentence
Process Vocabulary,
Conjunctions,
openers

Editing

Formatting and
Proofreading
Economize and
Concise
1. Do not state the obvious
• We have received your mail on ABC and we would like to discuss a few
queries
• We have been through your email on ABC and we have a few queries

2. Eliminate redundant words

• Keep this information on file for future reference
• Keep this information for reference
•  

3. Delete which, what, who, that, there is, with, for

There are two security guards who stand at the gate.
Two security guards stand at the gate.

4. Edit points
• Sentence: The Master’s document lists the processing steps for the Ford
application
• Point: Master’s document lists Ford application processing steps
•  
• Delete Extra / Obvious words
• This service is available on an around the clock basis

• This offer made only to individually selected

executives makes available 70 different products in
five different states and is valid for six full months.

• We have received been through your email on ABC

and we have a few queries

• We will send you the report by 7 May 2011

Professionalism
• Email Manners
1. Never send an email with an attachment without a
covering note.

2. Avoid SMS language, Emoticons, Slang - “u” instead

of “you”., hey’, ‘gonna’

3. Avoid exclamation marks, capital letters (rude)

4. Use only familiar jargon and abbreviations - Don't

Over-Abbreviate: FYI, PFA or FYR.

5. Avoid Template Closers and Openers - Greetings!;

Have a great day; Have a good weekend!

 6. Get the Salutation and Spelling of Name right -

Mr. / Mrs, / Miss. / Ms./ First Name / Dear /
Hello / Hi

7. Do not add disclaimers to your emails.

8. Use a professional font, not decorative.

 9. Replying to
multiple questions - Put your responses below
each question, in a different color.

10.  Acknowledge all mails - Except for social emails, most

readers expect a response within 24 hours.

•  Sorry, I am held up with an urgent matter. I will get back

to you by tomorrow with a response.

11.  CC, BCC - Send messages to everyone who needs to

know and from whom no action is expected; Respect
confidentiality; Ideally avoid BCC as it could come across
as unethical.

12. FORWARD - Clean up forwards before you, in turn,

forward them to other people; Ensure there is no
duplication.

• Eg. X sends an e-mail to A, B and C. C immediately

forwards it to A and B with the question 'Did you see this?

•  
13.  Do
not pass on internal discussions in a chain mail to an external
party.

14. Do not build a chain of more than 2 / 3 Replies – it would be

inconvenient for the reader to scroll down more than a page.
Make sure that your reply is on top of the original mail.

• If the reply is meant for only one person, just reply to him/her.

15.  Multiple Reply– subject Line change - If this is the third, or

subsequent reply, your message might slightly stray off the
original topic. Start a new thread with a fresh subject line.

16. Signing Off - Sincerely Yours, Faithfully yours is old fashioned –

Use “Regards; Best Regards”

17.Use a Thanks only if the reader has helped you out or if you
have made a request.

18. Attachments -   Include in the email the filename, and what it

contains: I have attached: “Project3Proposal.doc” with my
proposal.

• Make it a practice to attach files before you begin typing the

message to avoid forgetting.
 20. WHEN NOT TO USE AN EMAIL

1. If the communication will require a lot of back-and-

forth discussion or if the subject is delicate or sensitive
you should call or speak with the person directly.

2. If a discussion is becoming emotionally charged, stop

exchanging E mails.

3. Speak to the person directly to clear up any

misunderstandings.
•
 • 1. Write an email to your
customer / onsite team giving a
status update on an ongoing
project. Request for an extension
of a deadline for a specific action
Persuasive item.

Email Topic • 2.Write an email to your

customer / onsite team on a
change being requested for on a
deliverable. You feel the change is
not practical at this point / not
add any value.
 Business Writing Handouts

1. Business Writing PPT

2. Business Writing Handout
3. Writing Exercise
4. Writing Exercise Answers
5. Email Samples
 Video Time
BusinessEnglishpod

• https://www.businessenglishpod.com/
category/business-writing/page/2/

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