Professional Documents
Culture Documents
Good communication skills are essential - both social and business acquaintances
face-to-face, on the telephone and also in writing.
using the correct vocabulary, sentence structure and tone to convey our message in
writing.
As in the previous unit, you will find activities on grammar, language forms and
functions as well as listening and speaking throughout this unit.
Unit Objectives
By the end of Unit 3, you should be able to:
1. Select appropriate vocabulary to express meaning precisely.
2. Write grammatically correct sentences in business documents.
3. Express ideas in a tone that is appropriate with the context.
4. Write various types of business letters.
5. Differentiate between the purposes of writing letters, memos, emails,
faxes, SMS and IM.
6. Use appropriate layout, style and conventions of letters, memos, emails,
faxes, SMS and IM.
7. Write suitable responses to various business documents.
3.1 The Language of Business Writing
and Developing Business Letters
Objectives
By the end of this section, you should be able to:
1. Select the appropriate vocabulary to express ideas precisely.
2. Write grammatically correct sentences and use appropriate
punctuation marks to convey meaning clearly.
3. Write sentences in the active voice and the passive voice.
4. Identify parts of a business letter.
5. Compose a suitable introduction, body and conclusion for
business letters.
6. Write letters in full block and modified block layouts.
Introduction
The more we write, the more we realise that writing skills are essential in
helping us save time and energy in conveying our message to our readers.
The fact is though there are many forms of business writing that we can choose
from, it is ultimately the words that we choose and the tone that we set that
influence our readers response.
we personalise our business writing so that our writing reflects our own
style and voice.
we want to use vocabulary or words that our audience will understand
and find appealing.
we will learn how we can use more contemporary language
by avoiding old-fashioned language.
Vocabulary
One of the rules when you choose appropriate vocabulary for business writing is
to always consider the audience that you are writing to.
So, rule number one is to ensure that the words you use in your writing are clear
and easy to understand.
We must also remember that each point flows logically and coherently. This simply
means that we should use some connectors such as similarly or in addition to
indicate a similar idea; for instance when illustrating; and however or but
to show an opposite idea.
A table that illustrates the functions of various connectors:
Active voice and passive voice
In modern business writing, we are encouraged to use the active voice. An example
of a sentence in the active voice is Sharmaine finished the report by noon. There
are three benefits of using the active voice:
1. It is easier to write in the active voice.
2. It focuses on the doer (i.e., the agent that takes action). In the example
above, Sharmaine is the agent who finishes the report (takes action).
3. As the emphasis is on the agent and not the object (the report), your
writing becomes more personalised.
Well, there are generally four instances that we are encouraged to
write in the passive voice.
1. When something goes wrong and you do not wish to point an accusing
finger at others. For example: The printer was spoilt instead of Drashan
Singh spoilt the printer. In this example, the doer is not mentioned. Hence,
Darshan is spared the embarrassment.
2. When delivering bad news and you wish to distance yourself from it. For
example: Your loan application has been unsuccessful. Is this not a better
way compared to We have rejected your loan application?
3. When you wish to have a variety of sentences in your text. If you find that
there are too many sentences in the active voice, you may want to provide
some variety by including some sentences in the passive voice.
4. When you wish to put an emphasis on the object as it is what the reader
is interested in. Imagine some credit card firms saying this, Our credit
cards will be approved on the spot (by our managers). In this case, it is
the approval of the application and not the authority that will grant the
approval that will appeal to the reader. So, the phrase by our managers is
actually optional.
How do we identify a sentence in the passive voice? Look out for sentences
that contain verbs like will be completed, was not reported, is being
organised and were not informed.
1. The project will be completed soon (by the team from Finance). [Passive]
The team from Finance will complete the project. [Active]
2. The industrial accident was not reported (by the plant supervisor). [Passive]
The plant supervisor did not report the industrial accident. [Active]
3. The company annual dinner is being organised (by Shazlina of the HR
department). [Passive]
Shazlina of the HR department is organising the company annual dinner.
[Active]
4. The workers at the plant were not informed (by their supervisor) about
the meeting. [Passive]
The supervisor did not inform the workers about the meeting. [Active]
Activity 3.3
Section 1
Rewrite the sentences below so that they are in the active voice.
1. The new filing system was developed by our senior secretary,
Ms. Lim.
1. Our senior secretary, Ms. Lim, developed the new filing system.
________________________________________________
2. The investigation has been concluded by the anti-corruption
officer and the paperwork has been submitted. 2. The anti-corruption officer has concluded the
________________________________________________ investigation and submitted the paperwork.
3. Arrangements have been made by us for a new order to be sent
to you.
3. We have made arrangements for a new order to be sent to you.
________________________________________________
4. The concern that was raised has been addressed by the
chairperson. 4. The chairperson has addressed the concern you raised.
________________________________________________
5. The workshop will be conducted by Stephen Covey.
________________________________________________ 5. Stephen Covey will conduct the workshop.
What do you think the tone is? Did you feel a sense of urgency while reading
the message? Which words gave you the idea? Consider these words: essential,
immediately, aggravates and sensationalising " they all indicate that the
situation calls for immediate action.
The table below shows you some of the commonly used words and phrases that
signal different tones. See if you have come across any of them in business writing.
Can you think of any other tones?
Do you agree that the tone of a message be it in speaking or writing, influences
the way you respond to it? Think of some suitable examples that you can find
from your own experience.
Activity 3.4
Write suitable sentences to reflect the tone of each statement.
For example: Inform your colleague to attend an important meeting.
(Urgent)
Please attend the meeting. Attendance is compulsory.
1. Invite your colleague to join you to contribute to the weekly
newsletter. (Informal)
1. Lets contribute to the weekly newsletter.
_________________________________________________
_________________________________________________
2. Inform your client that the shipment to him will be delayed.
(Negative) 2. I regret to inform you that the shipment to you will be delayed.
_________________________________________________
3. Share news about your promotion with your spouse. (Positive)
_________________________________________________
3. I have great news to share. I have been promoted.
4. Remind your boss about the conference. (Formal)
_________________________________________________
4. Sir, this is just to remind you that there will be a conference to attend.
You will see many sample letters in this unit and all of them adopt
this style " fully-blocked layout with open punctuation.
Punctuation
We use punctuation to clarify the meaning of what
is written. Errors in punctuation can cause
confusion. Not only that, these errors can also
change the meaning of our message, causing
others to misinterpret our ideas. Let us see how
much we understand the rules that govern the use
of punctuations.
Full stop, question mark and exclamation mark
All these symbols indicate the end of a sentence.
1. A full stop " We usually use a full stop to mark the end of
a sentence.
For example: We look forward to serving you better.
2. A question mark " We use it when we ask a question.
For example: Could you please let me know if quantity
discounts are available?
3. An exclamation mark " Though we rarely use it in
business writing, there
are times that it is used when we wish to convey strong
emotions.
For example: Congratulations on winning our Win A
Handphone Contest!
Commas
We use commas in various situations such as these:
1. When we list three or more items.
For example: Please get me some biscuits, cookies, snacks and drinks
for the party.
2. When we write an idea after an introductory dependent clause.
For example: Before you can get the recognition of the company,
youll need to prove that you are good at what you do.
3. When we wish to write a descriptive group of words.
For example: Maya Nair, the new finance manager, will be transferred
to HQ soon.
4. When we are dealing with two complete thoughts that are
separated by or, yet, so, for, and or nor.
For example: Ahmad has the requirements and Sarjit has more
experience.
Dashes and hyphens
We use a dash when we wish:
1. To show that there is an extension of thought in a sentence.
For example: I thought that she would get the promotion " but I
was wrong.
2. To use it as an alternative to brackets.
For example: All passengers " and that includes the VIPs " have
been subjected to a body search for security purposes before
boarding the plane.
Hyphens are commonly used where two or more words are treated
as one. Here are some examples: self-denial, user-friendly, up-to-
standard and a people-person.
Apostrophes
An apostrophe has many uses. Here are some of them:
1. To indicate omission of a letter or letters.
For example: Its (It is) important that you dont (do not)
forget your credit
cards the next time you travel abroad.
2. To show ownership or possession when the owner is
singular.
For example: the secretarys files the managers office
3. To show ownership or possession
Activity 3.8
As a quick revision, complete these sentences by deciding which
punctuation mark is being referred to.
1. A ______________ marks the end of a sentence. 1. full stop
2. A ___________ shows that there is some doubt on the part
of the speaker or writer. For example: What do you think about
the situation?
2. question mark
3. A ____________ is normally used either when we intend to
divide a word or join two words. 3. hyphen
4. However, we should not mistake it for another " longer " mark:
the __________________.
4. dash
5. When we wish to express surprise or anger, or make an emphasis,
we usually use the ________________. 5. exclamation
6. An ____________ is used in possessives and it can also be used
in contractions. 6. apostrophe
Activity 3.9
Read the following text. Add suitable punctuation marks and
Congratulations
some capital letters whereveron you do you
relevant. find your
Divide thenew job?
text into four
paragraphs. As requested, I enclose a copy of the programme
schedule for the New Recruit Orientation Week. It will
congratulationsbeonheld from
your 25 August
recent to 30 August.
promotion Following
as hr manager yourhow do
assistants telephone call, I have scheduled a session
you for you to give your briefing to the recruits. This
find your new job as requested
session is scheduledi for
enclose a copy
Tuesday, of the
26 August, programme
starting at
schedule for the2.30
newp.m.
recruit orientation week it will be held
from 23 august Itoam28 august
now in the following your assistants
midst of completing the final telephone call
i have scheduled a session for
arrangements for you to give
the week. yourappreciate
I would briefingitto the
if you
could confirm
recruits this session that thefor
is scheduled proposed
tuesdaytime24and date will
august be
starting at
convenient for you.
2.30 pm i am now in the midst of completing the final arrangements
for the week i would appreciate
In addition, I would it if be
also you could
happy confirm
to receive anythat the
proposed time andsuggestions you be
date will mayconvenient
have on the programme
for you inby this
addition
Wednesday, 30 July, if possible.
i would also be happy to receive any suggestions you may
Summary
In this section, you have been introduced to some
fundamentals of business writing ranging from
vocabulary, sentence structure, active/passive voice and
tone to grammar.
Yours faithfully,
Shangetha Pillai
Shangetha Pillai
Assistant Marketing Manager
Section 1
There are no capital letters, punctuation marks or
paragraphs in this letter of complaint about late
delivery to a manufacturer of medical equipment.
Write the letter correctly. Divide the body of the letter
into three paragraphs.
Dear Mr. Ricky Loh,
We are writing to point out that the delivery which
arrived last Friday, 21 March, was a week late.
We use the indirect strategy when we have bad news to share with our
reader. The indirect approach requires us to state the supporting
ideas/evidence first before breaking the bad news to our reader.
Example
Yours faithfully,
Daryl Lim
I also enclosed the information packets in the letters that I sent out. Besides that, I
also entered their personal information into the database that we have. This will help you to
contact them individually. Do make sure that you have the contact
numbers of their parents or next-of-kin in case of emergency. [DETAILS
provide more information.]
The scholarship holders for this year have impressive academic qualifications. I
believe they will be an interesting lot to work with. I hope that you will enjoy having
them in this programme. Please contact me at 04-2881213 or my assistant,
Margaret Leong, at 04-2881215 if you need further information. [CLOSING
closes on a friendly note that aims at building goodwill.]
Thank you.
Yours faithfully,
Daryl Lim
Daryl Lim Yoke Meng
Senior Programme Coordinator
Notice how similar a neutral letter is to a good news letter.
Both present the information at the very beginning to set
the tone for the entire letter.
Yours faithfully,
Daryl Lim
Daryl Lim Yoke Meng
Senior Programme Coordinator
Notice the bad news letter above does not begin with the main idea or bad
news.
Instead, it uses a buffer to soften the negative effect that would eventually
be presented to the reader. Also, notice that the main idea or bad news is
only mentioned once " Although your qualifications impress us, we have
found the other applicants to be more suitable. This line is immediately
followed by more positive statements "
However, we do welcome you to join us in the programme. Because of your
interest, we have decided to waive your registration fee. We hope that you
will still be able to be part of the programme.
Here are some points you should consider when writing bad
news letters:
1. Always begin with a buffer " viz., a neutral statement that
is meant to soften the bad news.
2. Make sure you cover all the reasons or factors that caused you
to make the decision. You want your reader to understand the
logical reasons that prompted you to make that decision.
3. Then, write a sentence or line that informs the reader about
the bad news. Communicate this in a tactful and positive way
without elaborating too much on the bad news. For instance,
never write this: You were not chosen because your results were
not good. Furthermore, you lack working experienceand the right
personality for this job.
4. If possible, provide positive and helpful suggestions or
alternatives.
5. As always, close with a positive statement that will help you to
maintain goodwill with the reader.
Activity 3.12
Read the situation below and complete the following tasks.
A member of your staff, Choo Lee Ming, applied for four days of
leave from 26 December to 29 December. She informed you that
she was planning to take a vacation overseas during that time. Upon
checking the work schedule at your department, you discovered that
two others of your staff have had their leave approved prior to Lee
Mings application. You cannot afford to have three members of
your staff gone at the same time since it is the year-end and there
is much to do.
Notice how the writer in the following letter covers all the points
raised in the enquiry letter in the earlier section.
Dear Mr. Loh, [The salutation is personalised.]
Thank you so much for your letter dated 15 December regarding our latest range of
ladies jackets. I am pleased to hear that you are interested in placing a large order for our
jackets. [OPENING/INTRODUCTION acknowledges the enquiry letter received.]
I have asked my superior about the quantity discounts and trade discount that you
enquired about. I am glad to inform you that we are prepared to offer the discounts
to you as indicated in your letter. Our company is able to meet large orders as we
are familiar with dealing with both local as well as international clients. We are also
prompt in our shipments. [DETAILS clearly cover all the points raised in the
enquiry letter.]
I am pleased to enclose a copy of our latest catalogue and price list for your reference.
If you require more designs and colour schemes, I could send my representative
to pay you a visit so that you could also consider custom-making jackets that are
suitable for your market. [DETAILS indicate the ACTION you could take to
accommodate your reader.]
I would appreciate it if you could confirm your decision so that necessary
arrangements could be made. Please call me at 03-87368991. I look forward to
hearing from you soon. [CLOSING closes on a friendly note that aims at
building goodwill.]
Thank you.
Regards,
Marina
Marina Zainuddin
Sales Manager
Chloe Clothing Sdn. Bhd.
Email: marina-z@chloeclothing.com
Complaint letter and adjustment letter
Most people have had encounters where they wrote complaint letters to voice
their dissatisfaction, unhappiness or disappointment over a product/service. At
times, they could be so overwhelmed with their emotions that they end up
writing in a tone that is inappropriate. In this case, we should try to confine our
complaint letters to statements of facts instead of outbursts of anger and
frustrations.
I have made similar orders before as the MJ 150 in grey is our best-seller and this
is the first time that a wrong consignment has been delivered to me. [DETAILS
explain the problem/ matter courteously and clearly.]
I would be grateful if you could check and see exactly what caused this mix-up.
Please send me the correct consignment as soon as possible and collect the wrongly
delivered goods. [DETAILS indicate the ACTION you would like the reader
to take.]
I hope that you will resolve this matter as soon as possible. Thanking you in advance.
[CLOSING closes on a friendly note that aims at building goodwill.]
Regards,
Kasturi Samy
Kasturi S. Samy
Marketing Manager
Bayu Timur Mens Designs
Email: marketing@bayutimur.com
When we write a complaint letter to another party, we
expect the person to take action to resolve the matter or at
least feedback to us on what he/she intends to do about the
subject of our complaint.
Once again, sorry for the inconvenience. I will call you in a few days time to find
out the status of the consignment. Do call me at extension 2331 if you require any
further information. [CLOSING closes on a friendly note that aims at building
goodwill.]
Thank you.
Chee Wah Ho
Chee Wah Ho
Assistant Sales Manager
Latest Styles Marketing
Before we attempt the following activities, let us now look at another sample of a
complaint letter that is written using the fully-blocked layout. The situation and
specific requirements of the letter are clearly mentioned below:
Situation:
You are dissatisfied with the poor service that has been recently provided by the
company responsible for delivering your products to your customers. Using the
fully blocked layout, write a complaint letter to the company highlighting the
following:
informing them of the fall in the standard of their service and give two instances
of what happened
explaining why you are dissatisfied
describing the bad effect the service has had on your business
detailing what action you intend to take if the service does not improve
BEAUTYSENSE Sdn. Bhd.
101, Tingkat C-1-3, Supreme Garden,
12700 Butterworth, Penang.
Tel: 04-3001744 Fax: 04-3001745
OSL/PNG
22 March 2014
Miss Susannah Liew,
Speedy Courier Service
321, JalanAnggerikDua,
12800 Prai Industrial Estate,
Penang.
Dear Miss Liew,
Poor service of product delivery
The main purpose of this letter is to express my disappointment about the standard
of your service. I have been bombarded with calls and messages from my colleagues
complaining of the poor service they encountered with your company, such as the
inconsistent despatching time and the attitude of the despatch clerk.
The service rendered so far is not satisfactory and is not in accordance to our
agreement. Failure to realize the impact of the poor service can have a great influence
on sales. If the service does not improve, I will not hesitate to bring the matter to the
next in hierarchy in your organization or optionally, have a face-to-face meeting with
your director. In addition, I will delay the cash settlement of outstanding invoices
to your company until we see some improvement.
I would appreciate your active involvement to improve and to restore the high
standard of service. Kindly look into the matter and take appropriate action soonest
possible.
Yours sincerely,
JeevanKumaran
JEEVAN KUMARAN (Mr)
Logistic Manager
BEAUTY SENSE Sdn. Bhd.
Activity 3.13
Task 1
Think about some useful phrases or expressions that we could use
when writing a letter of complaint. The first one has been done for
you.
1. I am extremely disappointed with the quality of the goods
delivered to me yesterday.
2. _________________________________________________
2. Please look into this and arrange for the goods to be
_________________________________________________
replaced as
3. _________________________________________________
soon as possible.
_________________________________________________
3. I expect to receive a complete refund for the broken
4. _________________________________________________
item.
_________________________________________________
4. This has certainly caused me much inconvenience.
5. _________________________________________________
5. I am very unhappy with the poor customer service at
_________________________________________________
your store.
Task 2
How about some expressions or phrases that we could use when
writing an adjustment letter? Here is an example for you. Write
other expressions you can think of.
1. Thank you for your feedback. We always appreciate the
opportunity to learn from you.
2. _________________________________________________
2. I have looked into the matter and found a
_________________________________________________
3. _________________________________________________
solution.
_________________________________________________
3. Please accept my apologies for the
4. _________________________________________________
inconvenience.
_________________________________________________
5. _________________________________________________
4. I sincerely hope that this new arrangement
_________________________________________________
will suit you.
5. I am sorry to hear about your unpleasant
experience.
Collection letters
A collection letter is written when a writer wishes to remind his/her reader that a
payment that is due has not been made. A good example of a collection letter is
one from the bank reminding its debtor that a repayment for a loan has not been
made. Of course, the tone will highly depend on many factors ranging from the
number of reminders that have been sent, the history of the debt and the previous
records of the debtor.
Here are two samples of collection letters which have vastly different tones. Can
you identify the tone of each letter?
Letter 1
Thank you. [CLOSING closes on a friendly note that aims at building goodwill.]
Yours faithfully,
Razak Aziz
Razak Aziz
Accounts Manager
CIM Bank
Jalan Mahsuri Branch
Letter 2
Dear Ms. Subaidah Amin,
Account Number 15152 [ A clear heading that states the account number.]
Your negligence in making a payment of RM2355.15 makes it necessary to send this
final reminder to you. Your account with us is already 3 months overdue. [OPENING/
INTRODUCTION directly states the purpose of the letter by showing the
urgency of the matter.]
You have been sent 3 reminder letters before this and we are disappointed that no action
has been taken on your part. Please be informed that when accounts become more than
3 months overdue, they will be referred to our solicitors who will then take steps
to recover the amounts due. [DETAILS explain the urgency of the matter.]
I would advise you to settle the overdue amount stated immediately to avoid any
undesirable consequences. [DETAILS advise the appropriate action to be
taken to avoid inconvenience.]
This notice may be disregarded if the outstanding amount has been settled. [CLOSING
the writer still uses tact in the closing to ensure that goodwill is maintained.]
Yours faithfully,
Razak Aziz
Razak Aziz
Accounts Manager
CIM Bank
Jalan Mahsuri Branch
Grammar 3.2
Here is a letter requisition for payment. Choose the most appropriate
word for each option in brackets in this letter requesting payment.
Dear Ms. Cheng Li Li,
We wrote to you on 15 January concerning the above 1. _______ 1. bill
(account, bill, receipt) for RM7000.00 which has now been out
-standing 2. ___________ (for, since, about) two months. When
2. for
we agreed to offer you credit facilities, we stressed that it was
essential to 3. _____________ (pay, clear, handle) accounts 4.
_______________ (in, at, on) the exact date, particularly as we 3. clear
generally do not 5. ________ (supply, offer, present) credit terms.
Delayed payments can create problems for us 6. __________
(by, to, with) our suppliers. Hence, we would appreciate it if you 4. on
could either let us know why the 7. ______________ (balance,
credit, payment) has not been paid or let us have a remittance 8. 5. offer
______________ (within, for, during) the next five working days.
We would be grateful if you would take action immediately. 6. with
Yours faithfully,
A. Massing 7. balance
Andrew Massing
Accounts Executive 8. within
You see, memos are used for many routine purposes at the workplace.
How about the messages on memos that you have read? Do they sound something
like the ones below?
even the complicated memos have the same purpose and that is to either remind or
inform the reader.
Here are some characteristics of memos:
1. Memos are meant to simplify communication internally.
This means that the information conveyed is for people who
work within an organisation.
2. Your subject line must specific and concise. For example, Important as a
subject line could mean anything from an urgent meeting to a reminder
for new office stationery. Instead, you may want to use something like
Important Meeting on 2014 Training Budget.
Opening segment
Just as it is usually with a business letter, the purpose of a memo
is usually found in the opening paragraphs and is presented in
three parts: the purpose of the memo; the context and the
problem; and the specific assignment or task.
2. You may want to state the background or details that you wish your reader
to be aware of. For example, you may want to inform the management team
that their contributions are helpful in ensuring that every departments
training needs are addressed in the 2014 training calendar. For instance,
Since the meeting will centre on the training budget for 2014, it would be
great if everyone could contribute by stating the training needs of their
respective departments.
3. Finally, in the task statement you could describe what you are doing
to deal with the situation and help solve the problem. For example, At the
moment, I am in the midst of running the training needs analysis and
compiling data from it.
Closing segment
After giving the information to your reader, you want to close
with a courteous ending that states the action(s) you want your
reader to take.
[2] " This paragraph provides the background in which the writer informs
the readers about the situation they are in. The writer states that the
feedback of the readers is required for him to plan the budget for training
in 2014.
[3] " This paragraph states the actions to be taken by both the writer and
readers. The writer informs his readers that he is in the midst of carrying
out the training needs analysis (TNA) for the organisation. At the same
time, he hopes that the readers will be able to provide information he
needs to further allocate necessary funds for training.
[4] " This final paragraph is the closing which states the writers hope for
full attendance.
As you can see, the organisation of the content of the memo is
similar to the 4-point plan mentioned in the previous unit on
business letters.
Kevin
Activity 3.14
Read the memo below carefully and answer the questions which follow.
To: All staff
From: Ashok Nair
Subject: Maju Jaya Industries visit
Date: 15 January 2014
Finally, with memos, both parties " the writer and the reader "
will have a record of the message to serve as a reminder.
Tone of a memo
tone means the emotional factor of your message
You see, the fact that a memo is usually brief and to-the-point
makes it rather informal and less personal.
Karamjit Singh
Task 2
Rewrite the memo by using the appropriate tone and correct format.
MEMORANDUM
PERSONAL CALLS
Like writing business letters, writing memos also requires some practice on your
part. The more you write them, the better you will be.
Nevertheless, here are some useful tips to help you in your
memo-writing skills:
1. Always keep memos brief and to-the-point.
You should make it a point to use short words and sentences. Do
remember that memos are not meant to be long. So, deal with
one idea at a time.
Task 1
Read the following memo. Notice how this memo covers a
number of different points. Match the relevant parts with the
points written below.
To: All staff
From: The Managing Director
Subject: Datuk Shan Nayagam
Date: 18 February 2014
As many of you may know, Datuk Shan has been with us for over
25 years. The 15 years during which he has been the CEO have seen
a period of immense growth despite the difficult and challenging
economic conditions in the Southeast Asian region. We certainly
owe him a lot for the performance we are so proud of.
Datuk Shazmin Aini Indot has been appointed to be the next CEO
with effect from 1 April 2014. I am sure you will join me in welcoming
her and wishing her every success in her new endeavour.
Following the meetings last week with all the management staff,
I regret to confirm that we have decided to announce a 15% reduction
in the workforce. The reason is that rising production costs, a fall in
demand for our products and the overall economic downturn have
left us no choice but to resort to such a measure. Furthermore, the
company has been running at a loss for the past five years. The fall in
demand is a result of continuing stagnation in the industrial sector.
emailing has many benefits " for one, it saves the cost of buying
stationery items.
we can take our time to express what we really want to say with
email.
Advantages of email Disadvantages of email
. It is casual and informal. Its 1. Its informality may not be suitable for all
conversational style allows easy communication. Email might not be the best way
understanding on the part of the to convey bad news to the reader.
reader.
2. Messages can be sent to multiple 2. The ability to send messages to multiple readers
readers with the click of a button. also poses a risk. What if an unscrupulous person
This saves time and energy. sends confidential information to multiple
readers? What if we have downloaded a file that
has a virus and that file is sent to various
people?
3. It is instant. Hence, messages are 2. The ability to send messages to multiple readers
sent speedily. also poses a risk. What if an unscrupulous person
sends confidential information to multiple
readers? What if we have downloaded a file that
has a virus and that file is sent to various people?
4. It saves stationery. In fact, you can 4. Large files might take a long time to be
attach files (even large ones) downloaded.
without using any paper.
If you know of any other pros and cons of email, please
write them below.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Composing your email message
As mentioned earlier, email is a communication tool that allows us the convenience
of sending a message to multiple readers. Here are two important
terms that we will need to know:
1. Cc stands for carbon copy. We enter the name of anyone we would like
to receive a copy of our email message on the Cc line.
2. Bcc means blind carbon copy. This is rather tricky to use because we
only use Bcc when we wish to send a copy of our email message without the
original readers knowledge. Blind carbon copy poses an additional challenge.
If you accidentally click Cc when you meant Bcc, you risk exposing yourself
to complaints and loss of friendship.
Not only will your readers be annoyed that you have possibly sent confidential
information to a host of other readers, they may also lose trust in your credibility.
However, Bcc does have an advantage. It enables you to send your message to a host
of people without invading their privacy. When you send your message to your
recipients through Bcc, none of them will be able to know the email address of the
others.
Writing effective subject lines
a good subject line is essential to attract the attention of
the reader to your message.
When writing subject lines, be sure to state your message clearly, concisely
and descriptively. For example: A subject line that reads Third Quarter
Performance does not have the impact of Third Quarter Sales Growth Up
10%.
Stay away from subject lines that are commonly used for spam or junk mail.
Also, avoid mentioning controversial words and phrases like Hot Photos,
Adults Only and Weight Loss in 3 Weeks.
Step 2: Then, complete the first sentence by including your primary message
(i.e., the message that you want to share with your reader). Continue writing
your document by first stating the most important point to the least important
point.
Step 3: When you have finished writing, be sure to end the document with an
action-oriented phrase or statement. Read through the whole document
and edit any parts where necessary.
Here is an example to illustrate the three steps:
Step 1: The purpose of this email message is or I am writing this to . [There
are many other ways of stating the purpose of an email message. The
important thing is that the way you choose to write should help you state
the purpose of your email message so that your readers will not waste time
in guessing your reason for sending it.]
Step 2: The purpose of this email message is to inform you that our major client,
IBM, will be visiting our plant next Wednesday, 27 August. We must
ensure that all unit heads are present on the day of the visit. Key persons
must be stationed at every point to attend to our visitors. [The bolded
phrase is the primary message in this email message.]
Step 3: The purpose of this email message is to inform you that our major client,
IBM, will be visiting our plant next Wednesday, 27 August. We must
ensure that all unit heads are present on the day of the visit. Key persons
must be stationed at every point to attend to our visitors. Let us discuss
this in detail at our meeting tomorrow afternoon. [This final line is
action-oriented.]
Writing simple sentences
The same basic rule of ensuring that business writing is accurate, brief and concise
still applies in writing email messages.
When our readers are able to understand our message easily, they will be able to respond
accordingly.
Besides the ABCs of business writing, grammar and punctuation are also essential
areas to consider.
Sometimes when we
do not wish to repeat
some long words or
phrases, we should
explain the
abbreviations that we
intend to use by
spelling out the terms
in full and citing the
abbreviations within
brackets on the first
reference.
Wawasan Open University (WOU) is an
institution of higher learning that offers degree
programmes to everyone. Working adults, in
particular, who appreciate the concept of
lifelong learning would definitely find WOU an
ideal place to upgrade themselves both
professionally and academically.
Bear this in mind when using
abbreviations:
1. All uppercase letters (such as ASAP and FYI ) do not need
periods or full stops.
3. Some abbreviations
There is a list of electronic acronyms that we come across in our email
correspondence. If you are unsure about the use of these acronyms or doubtful
about your readers ability to comprehend them, do not simply use them in your
email messages. Here is a list of commonly used acronyms:
You might also have noticed that email writers sometimes use
smileys :-) in their messages.
Smiley meanings
:-) happy; smiling;
grinning; kidding
:-( sad; angry;
disappointed;
frustrated
Format
There are basically a few tips that can help you make your
messages easy to read.
See if you have been using these tips when writing your own
email messages.
Do you normally use these typefaces and font sizes? Remember never to use
a typeface that is too small or too large.
3. Select appropriate colours
Never choose a
typeface that is too
large
or too small
When communicating with people face-to-face, we abide by the social and
business rules that dictate our behaviour. These rules are also known as etiquette.
When communicating with people face-to-face, we abide by the social and
business rules that dictate our behaviour. These rules are also known as etiquette.
In email, we also have rules that guide our behaviour. These rules are known as
netiquette.
The following is a list of tips for better netiquette:
1. Like other forms of business writing, emailing also requires us to mind
our language, tone and style.
3. Avoid using all caps in every situation because WRITING THIS WAY
IMPLIES THAT YOU ARE SHOUTING!
4. Because email messages are more casual than other types of business
correspondence, it is all right for us to be informal. So, instead of writing
Dear Allen, we could replace that with an informal Hi, Allen. Instead
of Yours faithfully or Yours sincerely, we could sign off with Best wishes
or With regards.
5. Our subject headings should be specific and descriptive so that they are
able to give a good picture to our readers before they even read our
message.
I have looked into it and find that our current 2014 catalogue lists
the candle holders that you ordered under CL138. I believe that
you must have used last years catalogue.
Rather than sending you a credit note, I will cancel Invoice No.
MN1123 and include a new one, Invoice No. MN1133, together
with the delivery.
I have sent you another copy of our 2014 catalogue for your
reference. This should prevent another mix-up.
Dear Sir/Madam,
THKS FOR YOUR ENQUIRY ABT CONFERENCE FACILITIES AT OUR
HOTEL.
Yours sincerely,
Alicia Raj
Manager
Travel Royal Hotel
Tel: 604-2288888
Fax: 604-2288080
Regards.
3.5 Short Messaging Service (SMS) and
Instant Messaging (IM)
Objectives
By the end of this section, you should be able to:
1. Recognise some abbreviations commonly used in
SMS messages.
2. Write readable SMS messages in business
contexts.
3. Understand what Instant Messaging (IM) is all
about.
4. Recognise the common cross-platform IM
services.
Introduction
It goes without saying that Short Messaging Service (SMS) has always been associated
with youngsters. The surprising thing is that increasingly more people (even those
who are experienced working professionals) and companies have resorted to using
SMS to send quick and brief messages to their associates and customers.
Another platform for communication that has recently gained popularity with the
rise of the internet is Instant Messaging (IM). Many corporates are now looking
into the big potential of IM particularly as a tool to enhance employee productivity,
team-building effort, cost-effectiveness and speedy communication.
The best part is it offers an almost instant real-time communication that is cheap and
simple. A more advanced form of IM is cross-platform instant messaging service which
offers cross-platform compatibility that enables messages to be sent and received across
PC and mobile platforms.
Short messaging service (SMS)
In SMS messages, the vocabulary, syntax and style are even more fluid than that
found in email messages and may also be highly personalised.
As mentioned earlier in this section, emoticons are representations of facial
expressions and are used to mark the tone of the preceding sentence or to
indicate the writers feelings. The following are some of the more commonly
seen:
The use of SMS in business contexts is highly debatable. People usually frown upon
the use of SMS messages in most business contexts as they feel that professionalism
is sacrificed in the name of speed and convenience. What about you? Do you think
that SMS messages are acceptable at the workplace?
Activity 3.21
Look at the word maze below and identify AT LEAST 8 abbreviations
commonly used in SMS messages. The abbreviations can be found
horizontally, vertically and diagonally.
Instant Messaging (IM)
Instant Messaging (IM) is an instant and real-time text transmission over the
internet. Using IM, we can chat online with someone across multiple locations.
At any time that they are logged in, we can see them appearing in our buddy list or
private list.
There are now many popular IM services including Yahoo! Messenger, MSN Messenger,
AOL, Apples iChat " to name but a few, that offer not only text transmission but also
voice messaging, file sharing and even video chatting in the presence of a webcam.
Ideas can be exchanged back and forth quickly in real time without the hassle of having
to wait to get replies or comments.
Activity 3.22
Discuss with a partner another 3 advantages of using IM in business
communication setting.
Plenty of cross-platform instant messaging services are available for consumers and
business oriented professionals. The notable ones include VIBER, HIPCHAT, SKYPE,
FACEBOOK MESSENGER and LINE. Perhaps, you can name a few more that
you yourself are currently using?
These devices may be built on different operating systems such as iOS, Android,
Windows, Blackberry OS, etc. Smartphone users with internet access will be familiar
with mobile instant messaging services such as WeChat, Whatsapp, KakaoTalk and
Google Hangouts. Apart from sending and receiving text and multimedia messages,
users can view the profile picture and status of other users in their Contact list using
these apps.
1. SMS and IM are similar because both can be used to send and receive text messages with an internet
access. (T / F)
2. It is common to use abbreviations when sending SMS and chatting via IM. (T / F)
3. IM allows many people to chat and exchange viewpoints simultaneously in real-time. (T / F)
4. Using SMS is a cheap and practical way to check our friends status. (T / F)
5. This emoticon :-||means the writer is bored. (T / F)
6. All mega corporate sectors use IM as a formal tool for business communication. (T / F)
7. Apps such as VIBER and SKYPE allow cross-platform IM on laptops and smartphone. (T / F)
8. Gathering in IM chat rooms provides an opportunity for people across distances to brainstorm ideas
and troubleshoot
problems. (T / F)
9. IM can be used freely to replace email in almost all business settings. (T / F)
10. Cross-platform IM services are always available even without an internet access. (T / F)
3.6 Faxes
Objectives
By the end of this section, you should be able
to:
1. Identify the advantages and disadvantages
of sending faxes.
2. Compose faxes with suitable layout.
3. Write fax messages by following guidelines
for effective faxes.
Introduction
Much has been said about the role of technology in
making business communication convenient and
quick. In fact, our dependence on electronic
communication continues to grow these days.
Actually, a fax shares many similarities with email. Both are convenient and fast.
Similar to an email message, a fax can be sent to multiple receivers at the same
time. However, there are also some differences. We do not need to have the message
typed if we intend to fax it to our reader while a message has to be typed if it is sent
through email. Another distinct difference is that the sender does not need to have
any access to the Internet to send the message.
Let us discuss the advantages and disadvantages of faxes in the following section.
Advantages and disadvantages of faxes
Similar to any other tools of business correspondence, there are advantages and
disadvantages of using faxes. Let us consider some of them in the table below:
Can you think of other advantages and disadvantages of sending fax messages? Do
you personally prefer using email or fax to communicate with your clients and
associates? Discuss your preference and the reasons for it on WawasanLearn with
your coursemates.
Layout of faxes
The organisation that you work at might already have a standard printed form or
template for sending fax messages. Take a look at the template that is used at your
office. Does it look anything like the one here?
FAX
To: From:
Company: Date:
Fax number: No. of pages:
Or does it resemble this one?
FAX
To: Fax number:
From: Date:
Copy: No. of pages:
Subject:
Activity 3.23
Read this email message from Wan Zalina, Export Manager of
Penang Exports Berhad, to her personal assistant. Then, complete
the fax transmission form.
Thanks, Thomas.
Wan
FAX MESSAGE
Penang Exports Berhad
Wisma Exel, Jalan Maju Jaya, 14000 Penang
Payment may be 2. (done, made, spent) by credit or bank draft. For all 3. (starting,
initial, beginning) orders, we usually require payment 4. (on, by, of) delivery. For
allsubsequent orders, we 5. (make, let, allow) a 60-day credit period. Please
inform ushow you would like to arrange payment so that we could make
necessary arrangements.
We have the items in stock and can 6. (persuade, assure, console) you that your
order will be dealt with promptly. Please allow 2 weeks for delivery.
We look forward to hearing from you again soon.
Yours faithfully,
Maria Fernandez
Maria Fernandez
Sales Manager
Task 2
Write a suitable letter to remind a customer who has not
made payment for his last bill. Use the phrases below to
help you.
outstanding amount of RM515.26
3. The style of writing in which each line starts directly below the one
above. ___________________
5. The section where the name and job title of the sender are typed below
his/her signature. _________________
Your company recently sent you to a conference. The conference was very useful
and you would like to give a presentation to your colleagues about it. Write an
email to your head of department. In your email:
explain why the conference was useful;
say what your presentation will be about; and
suggest two (2) reasons why this presentation would interest your colleagues.
Guidelines:
1. Format : From (name@email address) , To (name@email address) , CC,
Subject, Salutation, name , title
As part of your companys celebration of World Environment Day 2017, you have
been invited as a guest speaker to speak on the following topic:
In many parts of the world, the amount of garbage is an increasing problem. What
are the main causes of this problem? What would be the solutions to this problem?
Write the speech that you will be making to your colleagues. Provide two (2) main
causes and two (2) solutions in your speech.
It is important for you to cite and quote appropriately. Remember to list your
sources on
the References Page at the end of your essay. You must have at least 4 in-text
citations and references for question 2. Use the Chicago Style of referencing. For
more information on how to do proper referencing, please refer to the WOU
university citation guide that has a detailed write up on how to do citations and
referencing. Refer to:
http://woulibrary.wou.edu.my/help/citeguides_wou.asp
GUIDELINES TO DO QUESTION 2
2. 4 Body Paragraphs
(2 paragraphs for causes
2 paragraphs for solutions)
For each paragraph:
Topic sentence
Supporting sentences