Business English

SSBEA1

Eduvos (Pty) Ltd (formerly Pearson Institute of Higher Education) is registered with the Department of Higher Education and Training as a private higher education institution under the
Higher Education Act, 101, of 1997. Registration Certificate number: 2001/HE07/008
Week 3:
Messages and Letters

In this lesson we are going to focus on the following:

• Communicating clearly, appropriately, and effectively for a given context using verbal
and non-verbal means.
• Producing well-formatted and well-composed business messages and letters.
 We will cover the
following this week:
Communicating clearly for a given
context – verbal and non-verbal

Produce business messages and letters

Week 3 Use oral/written language
appropriately – audience, purpose, and
context

Demonstrate good language skills –

grammar and syntax

Produce effective business documents

– register, tone, and style
 SUMMARY OF CONTENT
• This chapter looks at digitalisation in the 21st century, which has simplified both internal and
external business communication and made it more efficient.
• There are various platforms that can be used for business communication, such as Microsoft
Teams and Slack.
• External business communication has also been altered by the digital revolution, with social
media now serving as a major channel for both marketing and customer service.
• The conventions and formats of formal business correspondence are still applicable, and it is
crucial to any organisation’s public image that communication in any channel is professional
and appropriate.
Emails

Majority of formal business communication happens over email. This includes routine correspondence,
assignment of tasks and corporate announcements.

A standard email includes:

-an opening greeting,
- a body,
- a complimentary close, and
- an official signature.

Anything longer than this should be compiled in a document and added as an attachment.
Emails: Responding to a complaint
When responding to a customer complain via email, there are three things that you need to do:

1. Acknowledge the customer’s experience

This means that you are required to exhibit empathy by recognising the customer’s side of the story.
You are also required to show an understanding of how your business’s services have impacted the
client.

2. Apologise
An apology resembles a statement like, “My sincerest apologies for the quality of service that we
have provided.” The apology should also include a statement that recognises that the poor service
that was provided is uncharacteristic of or undesirable of the business. “This is certainly not the
level of service we would like to provide our customers with.”

3. Offer a solution
In order to maintain rapport with the customer, it is best to offer a solution that may remedy the
situation. For example, you may offer to provide a new product or service in the place of the one
that dissatisfied the customer.
To: Management@daxfurniture.co.za
From: JohnSmith87@gmail.com
Subject: Terrible Customer Service
Attachment: Image 1; Image 2; Image 3
To Whom It May Concern,

I am writing to complain about the poor service I received from your company on the 13 th of September 2023.

On the 23rd of August, I placed an order through your company online. I purchased an orange Alice three-seater sofa on sale
for R 6399 with its original price being R9200. After purchasing the couch, I sent a proof of payment to
proofacc@daxfurniture.co.za. Please see proof of payment attached as Image 1.

Then, on the 13th of September, I was contacted by your sales department and they had informed me that the couch was
wrongly advertised as a sales item, and that I should pay the remaining R2801 for the couch. I communicated to the sales
representative that according to the Consumer’s Protection Act the couch should still be sold to me under the price that was
advertised on the website. The representative then said I could either pay the full amount or receive a refund.

I requested a refund but I have not received a refund as of yet. Could you please assist me in this case?

Kind Regards,
Activity: Instant Messages

Hey Tom! U well?? Sorry to message you out of the blue. I wanted to find
out if you have completed those sample decks for the client presentation
on Thursday yet 🤔. The brief outlined that we should outline creative
As a class, identify which solutions that their product offers. Could you emphasise these in the
aspects of this instant decks? I have had the flu and I was so out of it last week, so I have A LOT
message is incorrect for a of admin on my side, so I will only be able to review once that is done😪. I
business context. also wanted to find out if you have notes on the meeting that we held
with the client so that I can look at them while I review the deck🧐. What
is the strategy that the creative team is implementing with this
campaign? 🤔 I would also like us to prepare for any potential queries that
the client might have during the presentation
💡. On another note, did you prepare anything for the client meeting on
Friday??
Instant Messaging (IM)

• Short business messages are increasingly being sent via apps such as Microsoft Teams.

• This channel is best for quick, simple questions.

• People often misinterpret IM platforms as an informal channel.

• Remember that poor spelling and punctuation is unprofessional and that a formal register
is still appropriate.

• Whilst emojis, GIFs, and memes do find their way into this kind of communication, they
should be used with discretion.
Mobile Messages

• In today’s remote-working environment, chat groups for work teams are becoming common,
e.g. on WhatsApp.

• Though very convenient and cheap, these present risks and should be used for clearly
defined purposes, such as informing team members about each other’s movements,
connectivity problems, or emergencies.

• Without a clearly defined function, it is easy for the line between professional and social
communication to dissolve. Moreover, the sharing of certain information or content could, in
some cases, have legal ramifications. There are also security risks associated with these
kinds of chat groups. For example, cyber threats.

• It is important for employers and managers to remember that communicating via WhatsApp
after hours might contravene labour law. Members of the group should be aware that
messaging or posting outside of work hours is inconsiderate to other members.
Business Letters
Business Letter Group

• The general format of a 46 Business Letter Rd

Businesspark
business letter is fairly standard. 3984
• At the top is usually a company 42 Field Rd
Fieldpark
letterhead followed by the 9876
company’s address at the top Dear John Snow,
right. Letter of Acceptance
• Below this to the left is the Lorem ipsum dolor sit amet. Consectetur adipiscing elit, sed do
eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut
receiver’s address. enim ad minim veniam, quis nostrud exercitation ullamco laboris
• Then comes the salutation, the nisi ut aliquip ex ea commodo consequat.

subject line, and the body of the
letter itself, divided into
paragraphs.
• At the end is the complimentary
Duis aute irure dolor in reprehenderit in voluptate velit esse cillum
dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat
non proident, sunt in culpa qui officia deserunt mollit anim id est
laborum.
Sincerely,

close, the writer’s signature, and

his or her name.
Jane Doe
Managing Director
Business Letters

This “block format” is suitable for many kinds of letters, such as:

• Letters of enquiry – these letters are used to ask for something from the recipient.

• Letters of complaint – these letters are used to raise concerns.

• Letters of acknowledgement – these letters are used to confirm the receipt of documents or
goods.

• Letters of appointment – these letters are used to present a candidate with a job offer.

• Letters of acceptance – these letters are used by candidates to accept job offers.

• Letters of resignation – these letters are used by employees to inform employers that they
are resigning.
Business Letters

Style

The appropriate register, tone, and style of a business letter will vary according to its content.
But there are some key principles that apply to any kind of business letters.

 Always be polite and courteous.

 Never let emotions get the better of you.
 Avoid jargon, slang, and fancy or elaborate language.
 Be concise and clear.
Letters of Application

• Your CV should never be sent without a letter of application.

• Your letter of application should be written specifically for the job position that is advertised,
although parts of your letter are standardised.

• The application letter should not reiterate what is reflected in your CV, but should instead provide
the recipient with a detailed insight into your experience and skills.

• It should highlight your previous duties and career goals at the companies that you have worked for
and outline the progress that you have made in these positions.

• In your letter you need to state why you are the best candidate for the role, referring to your
previous work experience, achievements and strengths. However, you need to do this honestly and
ethically.
Think-Pair-Repair
Letter of Application
1. With a partner, PLAN your
letter of application (mind
map).
2. DRAFT your letter of
application.
3. EDIT your draft.
4. WRITE your final letter of
application.
DISCUSSIO
N
1.
2.
What is a CV?
What are some of the most important rules to adhere to when
compiling your CV?
3. What is the message being conveyed when sending your CV to
potential employers?
4. Explain which component should be included in your CV first
and why.
What Happens Next?

•Next week we are having virtual lecturer-led sessions.

•Read and prepare the work for Week 3 (Reports) on myLMS.