Formal language Informal Language

 It is the language spoken in  It is the language spoken at home

office, business and other formal or with friends.
places.
 Improper words and slangs are
 : : and standard words are
 Proper used.
used.
 It has all purpose words like
 It consists of specific purpose “boss” that stands for various
words like manager, supervisor, personalities.
owner, employer etc.
 It is used in daily life.
 It is used comparatively less than
 informal language.  It is used when speaker is in a
hurry
 It is used when the speaker is 
relaxed.
Ismail works at Hotel Amazing as a Manager. Each day he greets guests,
answers their questions, and arranges tours, transport and other activities
for the guests while they are staying at the hotel. Today Ismail has a severe
backache. Unfortunately he is left with no leave. He was hoping it would be
a quiet day because he was not in mood to answer any queries.
As he was resting with his head down, Neelam, a guest at the hotel came to
his desk. She wanted to visit some place so she came over to Ismail and
asked for his assistance. Ismail was not very attentive to her request. His face
Showed his annoyance as he handed her a map of the city, without uttering
a single word. When Neelam asked him what bus to catch, he pointed to a
bus timetable. Neelam was very annoyed by Ismail’s lack of assistance and
told him so. During Neelam’s outburst Ismail picked up ringing telephone and
turned his back on her. Neelam could not believe Ismail’s attitude and told
him that she would take up this matter with the management of the hotel.
 Describe Ismail’s non-verbal communication (tone of voice, gestures, posture, eye contact,
appearance, and use of personal space)
 What parts of the case study show us examples of poor communication?
 How could this situation be improved?
 TYPES OF WRITTEN
COMMUNICATION
• Business Letters
Announcement letters (Sales, Sales promotion,
circular)
Transmittal letters
Claim Adjustment letters
Job letters
Direct requests (Claims or Complaints, Enquires
and orders)
• Memorandums
• Business Reports (Formal and Informal)
 BUSINESS LETTERS
• Business Letter:
The term “business letters” refers to any written
communication that begins with a salutation, ends with a
signature and whose contents are professional in nature.
Historically, business letters were sent via postal mail or
courier, although the Internet is rapidly changing the way
businesses communicate.
• Sales Letters: Typical sales letters start off with a very
strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something,
these letters include strong calls to action, detail the
benefit to the reader of taking the action and include
information to help the reader to act, such as including a
telephone number or website link.
 BUSINESS LETTERS
• Order Letters: Order letters are sent by consumers
or businesses to a manufacturer, retailer or
wholesaler to order goods or services. These letters
must contain specific information such as model
number, name of the product, the quantity desired and
expected price. Payment is sometimes included with the
letter.

• Complaint Letters: is normally written to deal with a

problem situation when other attempts (i.e. phone
contacts, e-mails, etc.) have failed to rectify the
situation.
– Be clear and concise. ...
– State exactly what you want and how long you're willing to wait
for a response. ...
 BUSINESS LETTERS
– Don't write an angry, or threatening letter. ...
– Include copies of relevant documents, like receipts,
work orders, and warranties.Be direct but tactful and
always use a professional tone if you want the
company to listen to you.
 BUSINESS LETTERS
• Adjustment Letters: An adjustment letter is normally
sent in response to a claim or complaint. If the adjustment
is in the customer’s favor, begin the letter with that news. If
not, keep your tone factual and let the customer know that
you understand the complaint.

• Inquiry Letters: Inquiry letters ask a question or elicit

information from the recipient. When composing this type
of letter, keep it clear and brief and list exactly what
information you need. Be sure to include your contact
information so that it is easy for the reader to respond.
 BUSINESS LETTERS
• Follow-Up Letter: Follow-up letters are usually
sent after some type of initial communication. This could
be a sales department thanking a customer for an order,
a businessman reviewing the outcome of a meeting or a
job seeker inquiring about the status of his application. In
many cases, these letters are a combination thank-you
note and sales letter.

• Letters of Recommendation: Prospective employers

often ask job applicants for letters of recommendation
before they hire them. This type of letter is usually from a
previous employer or professor, and it describes the
sender’s relationship with and opinion of the job seeker.
 BUSINESS LETTERS
• Acknowledgment Letters: Acknowledgment letters
act as simple receipts. Businesses send them to let
others know that they have received a prior
communication, but action may or may not have taken
place.

• Cover Letter: Cover letters usually accompany a

package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what
the recipient should do with it, if there is any action that
needs to be taken. These types of letters are generally
very short and brief.
 BUSINESS LETTERS
• Letters of Resignation: When an employee plans
to leave his job, a letter of resignation is usually sent to
his immediate manager giving him notice and letting him
know when the last day of employment will be. In many
cases, the employee also will detail his reason for
leaving the company.
• Transmittal letters: Provides the recipient with a
specific context in which to place the larger document
and simultaneously gives the sender a permanent record
of having sent the material. Transmittal letters are
usually brief. The first paragraph describes what is being
sent and the purpose for sending it. End transmittal
letters with a one-sentence paragraph that establishes
goodwill by thanking or complimenting the recipient.
 MEMORANDUMS
• A memorandum is a written report that is prepared for a
person or committee in order to provide them with
information about a particular matter.
– ...a memorandum from the Ministry of Defence on its role.
• A memorandum is an informal communication between
governments which often states a particular diplomatic
purpose or point of view.
– ...a memorandum of understanding for co-operation between our
two countries.
• A memorandum is a short official note that is sent by one
person to another within the same company or
organization.
 BUSINESS REPORTS
• Business reports are a type of assignment in which you
analyze a situation (either a real situation or a case
study) and apply business theories to produce a range of
suggestions for improvement.
• Business reports are typically assigned to enable you to:
– Examine available and potential solutions to a problem, situation, or
issue.
– Apply business and management theory to a practical situation.
– Demonstrate your analytical, reasoning, and evaluation skills in
identifying and weighing-up possible solutions and outcomes.
– Reach conclusions about a problem or issue.
– Provide recommendations for future action.
– Show concise and clear communication skills.
 BUSINESS REPORTS
• Remember that with business reports, typically, there is
no single correct answer but several solutions, each with
their own costs and benefits to an organization. It is
these costs and benefits which you need to identify and
weigh-up in your report.
 The Seven C’s of Effective
Business Communication
• The message is said to be effective when the
receiver understands the same meaning that the
sender was intended to convey. For any
communication in business, in order to be
effective, it must have seven qualities. These
seven attributes are called seven C’s of
effective business communication. (All these
attribute starts with the alphabet ‘C’ so are called
7 C’s)
Principles of Business Communication

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
 COMPLETNESS
• It is not necessary that all seven C’s could be applied to all
types of business messages. The ‘C’ of completeness
should be kept in mind especially giving replies to inquiries
and writing adjustment letter. Important considerations for
the ‘C’ of completeness:
 Answer all questions asked.
 Give something extra, When desirable.
 Check for five W’s.
• 5 W’s: Who, What, When, Where and Why.

• For example to order merchandise, we should make clear.

For whom we want it, What we want, When we need it,
Where it is to be sent, How the payment will be needed.
 COMPLETNESS
Answer all Questions Asked: If in the product
related inquiry the prospective customer has
asked four questions, it is much necessary to
answer all the four questions. Even if a single
question is missed and not answered, the inquirer
is having all the reasons to believe that the person
giving reply is a careless person or he is not
interested in answering the questions or there is
something wrong which he is willing to hide.
 ANSWER ALL QUESTIONS
• Situation:
A distributor of software, when replying to a
dealer’s letter, answered only four out of seven
questions. Because the original questions were
unnumbered and somewhat buried in five long
paragraphs, the respondent apparently
overlooked or disregarded three of them. The
reply, being incomplete and unfriendly, caused
the distributor to lose the business and goodwill
of a potential customers.
 COMPLETNESS
Give Something Extra When Desirable:

Normally a good marketing technique applied by

managers is to offer something extra apart from
original questions asked. This something extra
may be the point of sale for the producer because
customer would like to buy from such a
manufacturer who is offering something extra,
which others are not offering.
 GIVE SOMETHING EXTRA, WHEN
DESIRABLE
• Example Suppose you are president of the
Public Relation department for your company
and you receive the following inquiry from an out-
of-town member:
• I would like to attend first meeting of the
company, even though I am not acquainted with
your city. Will you please tell me where the
meeting will be held?
• If you answered only this one question, your
letter would be incomplete. Realizing that your
reader is a newcomer to your city and to your
company’s meeting, you should include in your
reply a warm welcome plus such needed details
as directions for reaching the building; parking
facilities; day, date, and time of meeting; and
perhaps also the program for the next meeting.
• Your message will then have the “something
extra” that a reader really needs and
appreciation.
 CHECK FOR THE FIVE W’s AND
ANY OTHER ESSENTIALS
Check for 5 W’s: Another way to help make
your message complete is to answer, whenever
desirable, the “Five Ws” questions - Who, What,
When, Why, Where and any other essentials,
such as how. The five-question method is
especially useful when you write requests,
announcements, or other informative messages.
• Example To order (request) merchandise, make
clear what you want, when you need it, to whom
and where it is to be sent, and how payment will
be made.
• To reserve a hotel banquet room, specify the
accommodations needed (what), location (where),
sponsoring organization (who), date and time
(when), event (why), and other necessary details
(how).
 COMPLETNESS
Completeness is necessary for several reasons:

• First Complete messages are more likely to bring

the desired results without the expense of
additional messages.
• Second Can do a better job of building goodwill.
• Third Can help avoid costly lawsuits that may
result if important information is missing.
 COMPLETENESS CHECKLIST

1. Remember 5 Ws (Who, What, When, Why,

Where)
2. Answer all questions
• Stated questions
• Implied questions
3. Give extra information
 CONCISENESS
• A concise message saves time and expense for both
sender and receiver. Conciseness is saying what you
have to say in the fewest possible words without
sacrificing the other Cs qualities. By eliminating
unnecessary words, you help make important ideas. To
achieve conciseness try to observe the following :

 Eliminate wordy expressions

 Include only relevant statements.
 Avoid unnecessary repetition.
ELIMINATE WORDY EXPRESSIONS

WORDY CONCISE (Single)

During the time that While
Few and far between Seldom, scarce
In accordance with As you requested
your request
In the neighborhood of Rs. 100
Rs. 100
Due to the fact that Because
WORDY CONCISE

Please don’t hesitate to write please write

Under date of dated
Under the circumstances because
In due course soon
in the event that if
In most cases usually
Example:

• Wordy: I have your letter of October 14 and wish to say that we will
be glad to give you a refund for shirt you purchased here last week.

• Improved: You can avail refund for the shirt you purchased last
week.
 Must be Avoided in Letters
• Omit Unnecessary Expressions
• Please be advised that your bank statement indicates…
 Your Bank Statement indicates
• Replace conventional statements with concise ones
• Please find attached list you requested
 The requested list is attached
• Avoid overusing empty phrases
• It was known by Mr Hasan that we must reduce inventory
 Mr Hassan knew that….
• Omit “Which” and “That” clauses whenever possible
• She bought desks that are of the executive type
 She bought executive desks
 Must be Avoided in Letters
• Eliminate unnecessary propositional phrases
• The issue of most relevance is team work

 The most relevant issue is team work

• Limit use of passive voice

• The total balance due will be found on page 2 of this report

 The balance due is on page 2 of this report

 INCLUDE ONLY RELEVANT
STATEMENTS
• The effective, concise message should omit not
only unnecessarily wordy expressions but
also irrelevant material. In order to be sure that
you include only relevant facts, observe the
following suggestions:

– Stick to the purpose of the message.

– trim irrelevant words and rambling sentences

(lengthy and confused).
– Omit information obvious to the receiver, do
not repeat at length what that person has
already told you.

– Avoid long introductions, unnecessary

explanations, excessive adjectives and
prepositions, arrogant words, over politeness.

– Get to the important point tactfully and

concisely.
AVOID UNNECESSARY REPETITION
• Sometimes repetition is necessary for emphasis.
But when the same thing is said two or three
times without reason, the message becomes
boring and irritating. Here are three ways to
eliminate unnecessary repetition:

– Use a shorter name after you have mentioned the

long one once: Instead of the “Electronics Product
Manufacturing Company,” “Electronics Company”.
– Use pronouns or initials rather than repeating long
names: Instead of citing “North Central Auto
Insurance Company Inc.” again and again, use “it” or
“NCAI”

– Cut out all needless repetition of phrases and

sentences.
 CONCISENES CHECKLIST

 Use one word in place of phrases; one statement

in place of two
 Read out loud to ‘listen’ for wordiness
 Omit outdated expressions (thou art…)
 Ask yourself what material is really relevant
 Look for unnecessary repetitions
 CONSIDERATION
• Consideration refers to giving importance to the other
person whether he is a reader audience, spectator or
listener.
• You do not loose temper, do not accuse, do not
charge without facts etc
• Try to visualize receiver's desires, problems,
circumstances, emotions and probable reactions to
your letter. This thoughtful consideration is also called
“you-attitude,” empathy, the human touch and
consideration of human nature
• For achieving consideration following points are
considered
 CONSIDERATION
 Focus on “you” instead of “I” and “we.”

 Show reader benefit or interest.

 Emphasize positive, pleasant facts.

 Apply integrity and ethics.

FOCUS ON “YOU” INSTEAD OF “I” & “WE”
We attitude (receiver oriented):

 I am delighted to announce that we will be extending our

opening hour to make shopping more convenient.

 We will ship the goods soon against your 4 July 2015 order.

 We pay 8% interest on …….

You – Attitude:

 You will be able to shop with the extended hours

 You will receive Apex Screens by July 26 you ordered on July 4.
 You earn 8% interest on ………..
FOCUS ON “YOU” INSTEAD OF “I” AND “WE”
Example
• I - Attitude: We allow 5% discount on Cash
Payment.
• You - Attitude: You can enjoy 5% discount on
Cash Payment.
FOCUS ON “YOU” INSTEAD OF “I” AND “WE”

• In following two kinds of situations it is advisable not

to use “you”:

– When the reader has made a mistake.

– When the reader has expressed an opinion

different from your own.
 EXAMPLES
• You failed to enclose your Cheque in the envelop
(insensitive)
• The check was not enclosed (Considerate)
• The envelop did not contain the Cheque
(considerate)
• You are completely off based (mistaken) in your
proposal
• The proposed plan has tree aspects that need
clarification (considerate)
SHOW READER BENEFIT OR INTEREST

• Whenever possible and true, show how your

readers will benefit from whatever the message
asks or announces. They will be more likely to
react favorably and do what you suggest.
• Example You will be glad to know that we now
have a walk in window open 7-9 AM and 3-8 PM
• Reword You can now take care of your banking
needs at our new walk in window manned by
capable staff to serve you 7-9 AM and 3-8 PM
Monday through Friday.
 EMPHASISE THE POSITIVE,
PLEASANT FACTS
• A third way to show consideration for your
reader (or listener) is to accent the positive. This
means:

– Stressing what can be done instead of what

cannot be done
– Focusing on words your recipient can consider
favorably.
 EXAMPLES OF POSITIVITY
• It is impossible to open an account for you
(Negative - Unpleasant)
• As soon as you signature card reaches us, we
will gladly open …..(Positive – Pleasant)
• We do not refund if the returned item is soiled
and unsalable (Negative - Unpleasant)
• We refund, when the returned item is clean and
resalable (Positive – Pleasant)
FEW EXAMPLES OF POSITIVE &
NEGATIVE WORDS
 Benefit • Blame
 Cordial • Complaint
 Happy • Failed
 Help • Fault
 Generous • Negligence
 Loyal • Regret
 Thanks • Reject
 Thoughtful • Trouble
 APPLY INTEGRITY AND ETHICS
• To be truly considerate, you need also to apply
integrity – high moral standards, personal honor,
truthfulness, sincerity – to your written and oral
messages.
• Integrity is essential in business transactions, in
social and political activities, in everything we do.
• Without integrity, business communications would
prove worthless and confidence in people would
be shattered.
 CONSIDERATION - CHECKLIST
• Always see contents from reader's point of view

• ‘You’ is more desirable than ‘I’ or ‘We’

• Reader's like to see benefits

• Make sure benefits are prominent part of the

message

• Use Positive Words, reader will react more

favorably.
 CONCRETENESS
• Communicating concretely means being
specific, definite, and bright rather than vague
and general. It means using of denotative (direct
and clear) words rather than connotative (idea
associated with a word or phrase)
• The following guidelines should help you to
compose concrete & convincing messages:
– Use specific facts and figures.
– Put action in your verbs.
– Choose vivid, image-building words.
 CONCRETENESS
Use specific facts and figures:
• Whenever you can, substitute an exact statement a
figure for a general word to make your message
more concrete and convincing.

Avoid vague, general, indefinite:

• This computer reproduces campaign letters fast.

• Our product has won several prizes.
• These brakes stop a car within a short distance.
 CONCRETE AND CONVINCING

• This computer types 400 personalized 150-word

campaign letters in one hour.

• Product has won first prize in four national

contests within the past three years.

• These Goodson power brakes stop a 2-ton car

traveling 60 miles an hour, within 240 feet.
EXAMPLES OF VAGUE WORDS

• Slightly • Most
• Small • A few
• Soon • Slow
• Early • Very
• High • Almost
• About • Several
 PUT ACTION IN YOUR VERBS

• Strong verbs can activate other words and help

make your sentences alive. To compose
dynamic sentences, you should:

– Use active, rather than passive verbs

– Put action in your verbs instead of in nouns or

infinitives.
 ACTIVE VOICE V/S PASSIVE VOICE
• Passive (Subject Receives the Action):
• Tests were made by us.
• A full report will be sent to you by the
supervisor.
• Active (Subject Performs the action):
• We made test [or Tests showed that ….]
• The supervisor will send you a full report [or
You will receive ….. from the supervisor.
ACTION IN VERBS, NOT IN NOUNS
Action hiding in a “quiet noun”:

• The function of this office is the collection of

payments and the compilation of statements.

• This office collects payments and compiles

statements.

• Mr. Jones will give consideration to the report.

• Mr. Jones will consider the report.

CHOOSE VIVID, IMAGE-BUILDING
WORDS
Vague:
There are a great many solder joints in the
space-craft, and each must have just the right
amount of solder.

The salesman travelled a lot to reach the

clientele and sell cough syrup.
Vivid:
 The spacecraft has 2 1/2 million solder joints. If
an extra drop of solder had been left on these
joints, the excess weight would have been
equivalent to the payload of the vehicle.

 The salesman travelled 30 kilometers to reach

10 medical stores in the Karachi city and sold
200 bottles of taxilex cough syrup.
 CONCRETNESS – CHECK

• Were you precise in using facts and figures

where possible?

• Did you use the Active voice more than the

passive

• Is there action in verbs than in nouns?

 CLARITY
• Clarity refers to a clear understanding of the
message by the receiver. In other words the
receiver should not face any problem in getting the
right meaning of the message.

• The clarity could be achieved by the following

techniques:
– Choose words that are short, familiar and conversational.
– Construct effective sentences and paragraphs.
– Achieve appropriate readability.
– Add examples, illustrations, Visual aids etc.
CHOOSE SHORT, FAMILIAR, CONVERSATIONAL
WORDS
• The vocabulary of English language is so rich that a
number of words are possible for a single occasion. In
today’s business English, analysts suggest that it’s better
to use such words in business writing, which are
normally used in day to day conversation. Therefore, it is
always better to avoid difficult and high sounding words.

Example:
• The bank statement shows an Overdraft of Rs. 10,000.
• The bank statement shows an excess withdrawal of Rs.
10,000.
CHOOSE SHORT, FAMILIAR, CONVERSATIONAL
WORDS

Possibly Unfamiliar or Unclear:

 Assessed valuation charge to your principal.
 Easement for ingress and egress

Expressions Familiar to the Layperson:

 Property value for tax purposes increase the

balance of your loan.
 Agreement allows passage in and out.
 CHOOSE SHORT, FAMILIAR,
CONVERSATIONAL WORDS
SAY DO NOT SAY
After subsequent
Error inadvertency
For example e.g. (L)
Home, house domicile
Pay remuneration
Show, uncover disclose
Invoice Statement of
payment
 CONSTRUCT EFFECTIVE SENTENCES AND
PARAGRAPHS

• Length: as short as desirable

• Unity: to Express main ideas
• Coherent: for clear meanings
• Emphasis: for forceful and clear expression
• Arranging your words in well constructed
sentences and paragraphs is also an essential
task. Important characteristics to consider are
length, unity, consistency, and emphasis.
 USE SHORT SENTENCES
• Generally, short sentences are preferred. The
suggested average sentences length should be
about 17 to 20 words. Because a pleasing
variety of length is desirable, you can have a
range of from 3 to 30 or more words. But when a
sentence exceeds 40 words, try to rewrite it into
more than one sentence.
• If sentences are short (less than 10 words) - ?
 UNITY, TO EXPRESS MAIN IDEAS
• In a sentence - whether simple, compound, or
complex---unity means that you have one main
idea, and no other ideas in the sentence be
closely related to it. “I like Joe, and the Eiffel
Tower is in Paris” obviously is not a unified
sentence.
 COHERENCE, FOR CLEAR
MEANINGS
• In a coherent sentence the words are correctly
arranged so that the ideas clearly express the
intended meaning. Place the correct modifier as
close as possible to the words it is supposed to
modify. Please notice why each “unclear”
sentence conveys a wrong meaning, and how it is
corrected in the “clear” sentence.
 COHERENCE, FOR CLEAR
MEANINGS - EXAMPLES
• Being an excellent attorney, I am sure you can
help us. (Unclear)
• Being an excellent Attorny, you can surely help us
(Clear)
• His report was about managers, broken down by
age and gender. (Unclear)
• His report focused on age and gender of the
managers. (Clear)
 EMPHASIS, FOR FORCEFUL,
CLEAR EXPRESSION
• The quality that gives force to important parts of
sentences and paragraphs is to be emphasized.
Writers must decide what needs emphasis, and
choose correct sentence structure.
 ACHIEVE APPROPRIATE
READABILITY & LISTENABILITY
• Besides aiming for qualities of unity, coherence,
and emphasis, you should adapt your business
messages so that their word-and-sentence level
will be appropriate for your recipients general
education level.
 INCLUDE EXAMPLES,
ILLUSTRATIONS, AND OTHER AIDS,
WHEN DESIRABLE

In addition to focusing on clarity of words,

sentences, and paragraphs, you can also
sometimes use various visual aids effectively.
 CLARITY CHECKLIST
• Chose precise or concrete word

• Select words that have high sense of

appropriateness for the readers

• Use familiar words

• Limit average sentence length to 17-20 words

• Insert no more than one main Idea into a

sentence(Unity)
 COURTESY
• Courteous messages help to strengthen
business friendship, as well as make new
friends.

• Courtesy stems from sincere “you-attitude”. It is

not just politeness with mechanical insertions of
“please” and “thank-you”.

• To be courteous, considerate communicators

should follow the four guidelines discussed under
Consideration.
 COURTESY

 Focus on “you” instead of “I” and “we.”

 Show benefit or interest to reader.

 Emphasize positive, pleasant facts.

 Apply integrity and ethics.

 COURTESY

• Be tactful, thoughtful and appreciative

• Omit expressions that irritate or hurt or belittle

• Use expressions that show respect

• Choose non discriminatory expressions

 BE SINCERELY TACTFUL,
THOUGTFUL, AND APPRECIATIVE
• Tactfulness Instead of Bluntness:
Though few people are intentionally abrupt or
blunt, these traits are a common cause of
discourtesy. Sometimes they stem from a
mistaken idea of conciseness.
 BLUNT Vs TACTFUL
Tactless, Blunt Tactful
 Your letter is not clear at  If I understand your letter
all; I can’t understand it. correctly, you have
mentioned……
 Obviously, if you’d read  Sometimes policy
your policy carefully, wording is a little hard to
you’d be able to answer understand. I’m glad to
these questions yourself. clear up these questions
for you.
 Apparently you have  As mentioned in my May
already forgotten what I 12, 2011 letter to you…....
wrote you two weeks ago.
 OMIT EXPRESSIONS THAT
IRRITATE, HURT, OR BELITTLE
• The thoughtful business communicator should
avoid expressions that might offend the reader.
Such expressions are discussed here in three
groups: irritating, questionably humorous, and
belittling statements.
 IRRITATING EXPRESSIONS
• I do not agree with • The fact that
you
• If you care • You claim that
• I am sure you must • You did not tell us
realize
• Inexcusable • You failed to

• Irresponsible • You forgot to

• Why have you • Your stubborn silence
ignored
 QUESTIONABLE HUMOR

• Humor is often quite effective in business

writing. However, before you try to be funny, be
sure that your humor is good-natured and
appropriate for the situation.
• Always use humorous expressions carefully
• Do not humiliate any one
• Do not make a fun of critical issues
•
 GRANT AND APOLOGIZE GOOD-
NATUREDLY
• Whenever you grant a customer’s request, begin
your letter with the good news first and inject a
courteous, ungrudging tone.

• Notice the difference in tone of these two

examples
 GRUDGING (Reluctant yes)
• Your request causes a great deal of extra
paperwork to change monthly payments.
However, in compliance with your request we
hereby reduce your monthly interest and
principal payments called for in our note to
Rs.____ , plus Rs._____ for taxes and
insurance; effective, your total monthly payment
will be Rs. ____.
 GOOD-NATURED
• As you requested, we will reduce the monthly
interest and principal payments called for in your
note to Rs.____, plus Rs. ___ for taxes and
insurance. Thus, starting, your total monthly
payment will be Rs.____.
 COURTESY CHECK
• Does the communication have sincere you-
attitude?
• Have some one else look at your statements
• Be cautious of Humor in communication
• Be careful in using discriminatory language;
gender, race, age, color, creed or other ethnic
origins
 CORRECTNESS
• The correctness principle comprises of more
than proper grammar, punctuation, and spelling.

• A message may be perfect grammatically and

mechanically but due to incorrect use of words,
it may cause insult and lose a customer and
therefore fail to achieve its purpose.
 CORRECTNESS
The term correctness, as applied to a Business
Messages, means that writer should:

– Use the right level of language

– Check accuracy of figures, facts, and words

– Maintain acceptable writing mechanics

– Choose nondiscriminatory expressions

– Apply all other pertinent C qualities.

A Letter Which Annoyed Customers
A Letter With Many Errors
A Letter Without Errors
Seven Principles to develop Good
Business Writing Skills

 Learn grammar
 Increase your word power
 Develop reading habit
 Use standard dictionary
 Develop writing habit
 Develop your Imagination
 Improve your knowledge of the subject
THANKS