WM LOGISTICS

Business Communication

Prof. Rekha Attri and Prof. Ashish Singh Shakrawar 8/8/2013

This document covers topics like: Interpersonal Communication Skills, Oral Communication, Listening Skills, Email, Report, Business Writing and Presentation Skill.

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Contents INTERPERSONAL COMMUNICATIONS .................................................................................. 1

A list of Interpersonal Skills includes: ............................................................................................ 2

A. Learn to Listen ......................................................................................................................... 2

The 10 Principles of Listening ............................................................................................................ 3

B. Choose Your Words for Effective Oral Communication.......................................................... 8

C. Understand Why Communication Fails ................................................................................ 11

D. Relax ...................................................................................................................................... 11

Tips for creating an effective presentation ........................................................................ 12

Tips for delivering an effective presentation .................................................................... 13

Report Writing .......................................................................................................................... 17

Formal Letter Writing .............................................................................................................. 20

INTERPERSONAL COMMUNICATIONS

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Interpersonal skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives.

Employers often seek to hire staff with 'strong interpersonal skills' - they want people who will work well in a team and be able to communicate effectively with colleagues, customers and clients.

Interpersonal skills are not just important in the workplace, our personal and social lives can also benefit from better interpersonal skills. People with good interpersonal skills are usually perceived as optimistic, calm, confident and charismatic - qualities that are often endearing or appealing to others.

Through awareness of how you interact with others, and with practice, you can improve your interpersonal skills.

A list of Interpersonal Skills includes:

Verbal Communication - What we say and how we say it. Non-Verbal Communication - What we communicate without words, body

language is an example. Listening Skills - How we interpret both the verbal and non-verbal

messages sent by others. Negotiation - Working with others to find a mutually agreeable outcome. Problem Solving - Working with others to identify, define and solve

problems. Decision Making – Exploring and analysing options to make sound

decisions. Assertiveness – Communicating our values, ideas, beliefs, opinions, needs

and wants freely.

How To Improve And Develop Your Interpersonal Skills:

1. Learn to Listen

2. Choose Your Words for Effective Oral Communication

3. Understand Why Communication Fails

4. Relax

A. Learn to Listen

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Listening is not the same as hearing. Take time to listen carefully to what others are saying through both their verbal and non-verbal communication. Listening is so important that many top employers give regular listening skills training for their employees. Good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work.

Good listening skills also have benefits in our personal lives, including: a greater number of friends and social networks, improved self-esteem and confidence, higher grades in academic work and increased health and wellbeing. Studies have shown that, whereas speaking raises blood pressure, listening brings it down.

Listening is Not the Same as Hearing

Hearing refers to the sounds that you hear, whereas listening requires more than that: it requires focus. Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

The 10 Principles of Listening

A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.

Listening involves observing body language and noticing inconsistencies between verbal and non-verbal messages. For example, if someone tells you that they are happy with their life but through gritted teeth or with tears filling their eyes, you should consider that the verbal and non-verbal messages are in conflict, they maybe don't mean what they say. Listening requires you to concentrate and use your other senses in addition to simply hearing the words spoken.

Listening is not the same as hearing and in order to listen effectively you need to use more than just your ears.

1. Stop Talking

Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talk over them or finish their sentences for them. Stop, just listen. When the other person has finished talking you may need to clarify to ensure you have received their message accurately.

2. Prepare Yourself to Listen

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Relax. Focus on the speaker. Put other things out of mind. The human mind is easily distracted by other thoughts – what’s for lunch, what time do I need to leave to catch my train, is it going to rain – try to put other thoughts out of mind and concentrate on the messages that are being communicated.

3. Put the Speaker at Ease

Help the speaker to feel free to speak. Remember their needs and concerns. Nod or use other gestures or words to encourage them to continue. Maintain eye contact but don’t stare – show you are listening and understanding what is being said.

4. Remove Distractions

Focus on what is being said: don’t doodle, shuffle papers, look out the window, pick your fingernails or similar. Avoid unnecessary interruptions. These behaviours disrupt the listening process and send messages to the speaker that you are bored or distracted.

5. Empathise

Try to understand the other person’s point of view. Look at issues from their perspective. Let go of preconceived ideas. By having an open mind we can more fully empathise with the speaker. If the speaker says something that you disagree with then wait and construct an argument to counter what is said but keep an open mind to the views and opinions of others.

6. Be Patient

A pause, even a long pause, does not necessarily mean that the speaker has finished. Be patient and let the speaker continue in their own time, sometimes it takes time to formulate what to say and how to say it. Never interrupt or finish a sentence for someone.

7. Avoid Personal Prejudice

Try to be impartial. Don't become irritated and don't let the person’s habits or mannerisms distract you from what they are really saying. Everybody has a different way of speaking - some people are for example more nervous or shy than others, some have regional accents or make excessive arm movements, some people like to pace whilst talking - others like to sit still. Focus on what is being said and try to ignore styles of delivery.

8. Listen to the Tone

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Volume and tone both add to what someone is saying. A good speaker will use both volume and tone to their advantage to keep an audience attentive; everybody will use pitch, tone and volume of voice in certain situations – let these help you to understand the emphasis of what is being said.

9. Listen for Ideas – Not Just Words

You need to get the whole picture, not just isolated bits and pieces. Maybe one of the most difficult aspects of listening is the ability to link together pieces of information to reveal the ideas of others. With proper concentration, letting go of distractions, and focus this becomes easier.

10. Wait and Watch for Non-Verbal Communication

Gestures, facial expressions, and eye-movements can all be important. We don’t just listen with our ears but also with our eyes – watch and pick up the additional information being transmitted via non-verbal communication. Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.

Body Movements (Kinesics)

Body movements include gestures, posture, head and hand movements or whole body movements. Body movements can be used to reinforce or emphasise what a person is saying and also offer information about the emotions and attitudes of a person. However, it is also possible for body movements to conflict with what is said. A skilled observer may be able to detect such discrepancies in behaviour and use them as a clue to what someone is really feeling. Research work has identified the different categories of body movement that are detailed below with each category describing the purpose they commonly serve:

Emblems: Gestures that serve the same function as a word are called emblems. For example, the signals that mean 'OK', 'Come here!', or the hand movement used when hitch-hiking. However, be aware that whilst some emblems are internationally recognised, others may need to be interpreted in their cultural context.

Illustrators: Gestures which accompany words to illustrate a verbal message are known as illustrators. For example, the common circular hand movement which accompanies the phrase 'over and over again', or nodding the head in a particular direction when saying 'over there'.

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Affect Displays: These are facial expressions or gestures which show the emotions we feel. These are often unintentional and can conflict with what is being said. Such expressions give strong clues as to the true emotional state of a person.

Regulators: Gestures used to give feedback when conversing are called regulators, for example head nods, short sounds such as 'uh-huh', 'mm-mm', and expressions of interest or boredom. Regulators allow the other person to adapt his or her speech to reflect the level of interest or agreement. Without receiving feedback, many people find it difficult to maintain a conversation.

Adaptors: Non-verbal behaviours which either satisfy some physical need such as scratching or adjusting uncomfortable glasses, or represent a psychological need such as biting fingernails when nervous. Although normally subconscious, adaptors are more likely to be restrained in public places than in the private world of individuals where they are less likely to be noticed. Adaptive behaviours often accompany feelings of anxiety or hostility.

Posture

Posture can reflect people's emotions, attitudes and intentions. Research has identified a wide range of postural signals and their meanings, such as:

Open and Closed Posture: Two forms of posture have been identified, ‘open’ and ‘closed’, which may reflect an individual's degree of confidence, status or receptivity to another person. Someone seated in a closed position might have his/her arms folded, legs crossed or be positioned at a slight angle from the person with whom they are interacting. In an open posture you might expect to see someone directly facing you with hands apart on the arms of the chair. An open posture can be used to communicate openness or interest in someone and a readiness to listen, whereas the closed posture might imply discomfort or disinterest.

Mirroring: Notice the way a loving couple relate to each other. You might like to observe a close relationship in person or on television. You will see that the partners' postures will match, as if one partner is a mirror reflection of the other. For example, if one partner drapes an arm over the back of a chair this might be replicated in the other person's position. If one partner frowns, it could be reflected in the other partner's facial expression. This 'mirroring' indicates interest and approval between people and serves to reassure others of interest in them and what they are saying.

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Eye Contact

Eye contact is an important aspect of non-verbal behaviour. In interpersonal interaction, it serves three main purposes:

To give and receive feedback: Looking at someone lets them know that the receiver is concentrating on the content of their speech. Not maintaining eye contact can indicate disinterest. Communication may not be a smooth process if a listener averts their eyes too frequently.

To let a partner know when it is their 'turn' to speak: This is related to the above point. Eye contact is more likely to be continuous when someone is listening, rather than speaking. When a person has finished what they have to say, they will look directly at the other person and this gives a signal that the arena is open. If someone does not want to be interrupted, eye contact may be avoided.

To communicate something about a relationship between people: When you dislike someone, you tend to avoid eye contact and pupil size is often reduced. On the other hand, the maintenance of positive eye contact signals interest or attraction in a partner.

Paralanguage

Paralanguage relates to all aspects of the voice which are not strictly part of the verbal message, including the tone and pitch of the voice, the speed and volume at which a message is delivered, and pauses and hesitations between words. These signals can serve to indicate feelings about what is being said. Emphasising particular words can imply whether or not feedback is required.

Closeness and Personal Space

Every culture has different levels of physical closeness appropriate to different types of relationship, and individuals learn these distances from the society in which they grew up. In today's multicultural society, it is important to consider the range of non-verbal codes as expressed in different ethnic groups. When someone violates an 'appropriate' distance, people may feel uncomfortable or defensive. Their actions may well be open to misinterpretation.

Non-verbal communication is an extremely complex yet integral part of overall communication skills. People are often totally unaware of the non-verbal behaviour they use. A basic awareness of these aspects of communication strategies, over and above what is actually said, can help to improve interaction with others. Knowledge of these signs can be used to encourage individuals to talk about their concerns and can lead to a greater shared understanding.

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B. Choose Your Words for Effective Oral Communication

Be aware of the words you are using when talking to others. Practise clarity and learn to seek feedback to ensure your message has been understood. Encourage others to engage in communication and use appropriate questioning to develop your understanding.

Effective verbal or spoken communication is dependant on a number of factors and cannot be fully isolated from other important interpersonal skills such as non-verbal communication, listening skills and clarification.

1. Opening Communication

In many interpersonal encounters, the first few minutes are extremely important as first impressions have a significant impact on the success of further communication. Everyone has expectations and norms as to how initial meetings should proceed and people tend to behave according to these expectations. If these expectations are mismatched, communication will not be effective or run smoothly, and some form of negotiation will be needed if relations are to continue. At a first meeting, formalities and appropriate greetings are usually expected: such formalities could include a handshake, an introduction to yourself, eye contact and discussion around a neutral subject such as the weather or your journey may be useful. A friendly disposition and smiling face are much more likely to encourage communication than a blank face, inattention or disinterested reception.

2. Reinforcement

The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact, are more likely to reinforce openness in others. The use of encouragement and positive reinforcement can:

Encourage others to participate in discussion (particularly in group work) Signify interest in what other people have to say Pave the way for development and/or maintenance of a relationship Allay fears and give reassurance Show warmth and openness. Reduce shyness or nervousness in ourselves and others.

3. Effective Listening

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Active listening is an important skill and yet, as communicators, people tend to spend far more energy considering what they are going to say rather than listening to what the other person is trying to say. Although active listening is a skill in itself, covered in our articles on listening, it is also vital for effective verbal communication.

The following points are essential for effective and active listening:

Arrange a comfortable environment conducive to the purpose of the communication, for example a warm and light room with minimal background noise.

Be prepared to listen. Keep an open mind and concentrate on the main direction of the speaker's

message. Avoid distractions if at all possible. Delay judgment until you have heard everything. Be objective. Do not be trying to think of your next question while the other person is

giving information. Do not dwell on one or two points at the expense of others. The speaker should not be stereotyped. Try not to let prejudices associated

with, for example, gender, ethnicity, social class, appearance or dress interfere with what is being said.

4. Questioning

Effective questioning is an essential skill. Questioning can be used to:

Obtain information. Start a conversation. Test understanding. Draw someone into a conversation. Show interest in a person. Seek support or agreement.

Closed Questions

Closed questions tend to seek only a one or two word answer (often simply 'yes' or 'no') and, in doing so, limit the scope of the response. Two examples of closed questions are "Did you travel by car today?" and "Did you see the football game yesterday?" These types of question mean control of the communication is maintained by the questioner yet this is often not the desired outcome when trying to encourage verbal communication. Nevertheless, closed questions can be useful for focusing discussion and obtaining clear, concise answers when needed.

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Open Questions

Open questions broaden the scope for response since they demand further discussion and elaboration. For example, "What was the traffic like this morning?" or "What do you feel you would like to gain from this discussion?" Open questions will take longer to answer, but they do give the other person far more scope for self-expression and encourage involvement in the conversation.

5. Reflecting and Clarifying

Reflecting is the process of feeding-back to another person your understanding of what has been said. Although reflecting is a specialised skill used within counselling, it can also be applied to a wide range of communication contexts and is a useful skill to learn. Reflecting often involves paraphrasing the message communicated to you by the speaker in your own words, capturing the essence of the facts and feelings expressed, and communicating your understanding back to the speaker. It is a useful skill because:

You can check that you have understood the message clearly. The speaker gets feedback as to how the message is received. It shows interest in, and respect for, what the other person has to say. You are demonstrating that you are considering the other person’s

viewpoint

6. Summarising

A summary is an overview of the main points or issues raised. Summarising can also serve the same purpose as 'reflecting'. However, summarising allows both parties to review and agree the communication exchanged between them up to that point in time. When used effectively, summaries may also serve as a guide to the next steps forward.

7. Closing Communication

The way a communication is closed or ended will, at least in part, determine the way a conversation is remembered. A range of subtle, or sometimes not so subtle, signals are used to end an interaction. For example, some people may avoid eye contact, stand up, turn their body away, or use behaviours such as looking at a watch or closing notepads or books. All of these non-verbal actions indicate to the other person that the initiator wishes to end the communication.

Closing an interaction too abruptly may not allow the other person to 'round off' what he or she is saying so you should ensure there is time for winding-up. The closure of an interaction is a good time to make any future arrangements. Last,

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but not least, this time will no doubt be accompanied by a number of socially acceptable parting gestures

C. Understand Why Communication Fails

Communication is rarely perfect and can fail for a number of reasons. Learn about the various barriers to good communication so you can be aware of - and reduce the likelihood of - ineffective interpersonal communication and misunderstandings. Some common barriers to effective communication include:

The use of jargon. Over-complicated or unfamiliar terms. Emotional barriers and taboos. Lack of attention, interest, distractions, or irrelevance to the receiver. Differences in perception and viewpoint. Physical disabilities such as hearing problems or speech difficulties. Physical barriers to non-verbal communication. Language differences and the difficulty in understanding unfamiliar

accents. Expectations and prejudices which may lead to false assumptions or

stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.

Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

A skilled communicator must be aware of these barriers and try to reduce their impact by continually checking understanding and by offering appropriate feedback.

D. Relax

When we are nervous we tend to talk more quickly and therefore less clearly. Being tense is also evident in our body language and other non-verbal communication. Instead, try to stay calm, make eye contact and smile. Let your confidence shine.

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Tips for creating an effective presentation

TIP DETAILS

Minimize the number of slides.

To maintain a clear message and to keep your audience attentive and interested, keep the number of slides in your presentation to a minimum.

Choose a font style that your audience can read from a distance.

Choosing the right font style, such as Helvetica or Arial, helps to get your message across. Avoid narrow fonts, such as Arial Narrow, and avoid fonts that include fancy edges, such as Times.

Choose a font size that your audience can read from a distance.

Choosing the right font size helps to get your message across.

Keep your text simple by using bullet points or short sentences.

Use bullets or short sentences, and try to keep each to one line; that is, without text wrapping.You want your audience to listen to you present your information, rather than read the screen.

Use art to help convey your message.

Use graphics to help tell your story. Don't overwhelm your audience by adding too many graphics to a slide, however.

Make labels for charts and graphs understandable.

Use only enough text to make label elements in a chart or graph comprehensible.

Make slide backgrounds subtle and keep them consistent.

Choose an appealing, consistent template that is not too eye-catching.

Use high contrast between background color and text color.

Set the contrast between a light background with dark colored text or dark background with light colored text.

Check the spelling and grammar.

To earn and maintain the respect of your audience, always check the spelling and grammar in your presentation.

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Tips for delivering an effective presentation

TIP DETAILS

Show up early and verify that your equipment works properly.

Make sure that all equipment is connected and running.

Don't assume that your presentation will work fine on another computer.

Disk failures, software version mismatches, lack of disk space, low memory, and many other factors can ruin a presentation.

Ask your audience to hold questions until the end.

Questions are an excellent indicator that people are engaged by your subject matter and presentation skills. But if you save questions until the end of the presentation, you will get through your material uninterrupted.

Do not read the presentation.

Practice the presentation so that you can speak from bullet points.

Stay on time. If you plan a certain amount of time for your presentation, do not go over.

Monitor your audience's behaviour.

If you observe people focusing on your slides, the slides may contain too much data or be confusing or distracting in some other way.

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Guidelines on Email Etiquette

The purpose of email is to get your message across clearly to the people who need the information you are providing.

The below mentioned guidelines on email etiquette are designed to assist in communicating effectively:

1. Using “to” and “cc”

You should only use “to” for the people you are directly addressing. You should use “cc” for the people you are indirectly addressing e.g. for their information only. Use “cc” sparingly and only if that person needs to know about the topic. Indiscriminate copying of email clogs inboxes and encourages people to ignore messages they should read.

2. When do I use “bcc”?

It is best to use the “bcc” field when sending bulk email: especially to addresses outside your office. This helps to maintain the recipient’s privacy from spammers.

There are other occasions when you may choose to use “bcc” e.g. when you request information from a group of people with something in common, but the fact they have something in common is confidential even from each other.

3. Using “reply to all”.

Please be careful in using “reply to all”. Make sure all the people you are replying to are actually interested in your reply. Quite often you only need to reply to the sender. Using “reply to all” at the wrong time could be very embarrassing for you and annoying for others.

4. Using “high priority”, “urgent” and delivery and read receipts

Save “urgent” and “high priority” for things that really are. If you get a reputation for overusing them you won’t be believed when you really need to be.

There are also times when it may be necessary to know when an email is delivered and read e.g. for legal reasons. For any other situation try not to use the delivery and read receipts. Some software doesn’t support them and it tends to annoy people.

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5. The subject line

Always include a short but relevant subject line. This shows up in the recipient’s inbox and people decide whether to delete the email on that basis. Include as much information as is necessary for it to be meaningful for both you and the recipient.

If you include the entire message on the subject line follow it with “eom”. This will mean the recipient doesn’t have to waste their time opening the email to see if there is more information.

6. Writing emails.

As a general rule emails should be personally addressed and the content should be relevant to the recipient. Basic courtesy should apply. Begin and finish each message with an appropriate greeting and don’t forget to say please and thank you.

7. Layout

Reading from a screen is more difficult than reading from paper and long emails can discourage recipients. An easy to read layout is very important. Use short paragraphs with blank lines between them. When making separate points number them or use bullets so they are easily identifiable.

8. Keep it Crisp

Be concise and to the point. People are less likely to read everything in a long email and may miss important things. Put your most important points in the first paragraph: then support them in the others. Recipients often scan the first paragraph to decide whether to read on.

9. Spell it right

Use correct grammar, punctuation and spelling. This shows professionalism.

10. Signatures

It should identify you and provide contact information (other than the email address.

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11. Attachments

Being able to attach documents to emails is a great feature but do not abuse it. Don’t send large attachments without the recipient’s permission.

12. Forwarding

Think before you forward an email and explain to the recipient why you are sending it.

Many people are sick and tired of receiving daily chain letters or emails, no matter how serious or funny they may seem to you.

13. Email responses

Check your email regularly and respond as soon as practical even if it is just an acknowledgement that lets the sender know you’ve received their message. Ignoring an email is discourteous.

14. When it’s not appropriate to send an email

There are times when it is much more appropriate to discuss things personally either by phone or face to face. These include:

• When the matter is urgent and it can’t wait until someone reads their email;

• During negotiations;

• To communicate complaints or dissatisfaction, and

• To deliver bad news.

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Report Writing

Writing abilities are among the most important business skills for a manager, or any other professional. Yet the rules of good writing are often elusive. This list covers some of the critical areas you should keep in mind when writing anything from a lengthy business report.

Most reports have the following sections, although those marked with * can be omitted in very basic reports:

Title/title page

Circulation list

Executive Summary*

Table of Contents*

Introduction

Body of Report (main section)

Conclusions

Recommendations

Appendices*

Bibliography*

Executive Summary

Even though this is the first thing your audience will read, you should write this section last. That’s how you know exactly what to say to give your audience a good overview.

Introduction

You’ll start the main part of your report by introducing your audience to your topic. Then you’ll get into the body of your report. Finally, you’ll offer your conclusions and recommendations. After you’ve written all that, you’ll jot down your Executive Summary.

So let’s get started. Just remember – tell them three times:

Tell them what you’re going to tell them (your introduction)

Tell them (the body of your report)

Tell them what you told them (your conclusion)

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Seven tips to make your next report stand out:

#1 – Determine its purpose. What should it accomplish? #2 – Write to your readers. Who is your audience? #3 – Proceed in an orderly manner. Research – Write – Summarize. #4 – Length matters. Cover your topic, then quit. #5 – Flow logically. Lead the reader from start to finish. #6 – Appearance matters. Make it visually appealing. #7 – Review and revise.

#1 – Determine its purpose Before you do anything else, clearly define what your report should accomplish. Are you writing this report to persuade or inform? Will it project into the future or review the past?

If you were assigned this report, discuss its aim with the person who put you in charge. Don’t proceed until you fully understand why you’re doing what you’re doing because everything else flows from that.

#2 – Write to your readers You can’t write to your readers if you don’t know who they are. Are they experienced or inexperienced? Insiders or outsiders?

Don’t use words, including jargon, that they won’t understand. Keep your audience at the top of your mind throughout the rest of this process.

#3 – Proceed in an orderly manner Now that you know why you’re writing the report, and to whom you’re reporting, you can begin doing your research. Once you’ve gathered all the information you need, you’re ready to start writing.

When you’ve finished writing everything else, you’re ready to write your executive summary – the last thing you write will likely be the first thing your audience reads.

#4 – Length matters Your report should be long enough to accomplish its purpose, but not a single word longer. Anticipate questions and objections and provide responses.

Don’t feel the need to fill space. Don’t be redundant. Communicate effectively – end of story!

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#5 – Flow logically It may sound silly, but some people forget this simple rule – your report should have an introduction, the body, and a conclusion.

It should flow easily from point-to-point. Lead the reader through a logical progression of the topic from beginning to end. Your first point should naturally flow into the second and so on.

#6 – Appearance matters Your report should be visually appealing. Your readers should get a sense of what you’re saying just by scanning it. Be liberal in your use of headers and sub-headers.

Use color if your budget permits. Present large amounts of data graphically – in a chart, a graph, a table, or some other illustration. Call out important points. Be creative, but make sure it doesn’t interfere with your message.

#7 – Review and revise Once you’ve written everything, including the Executive Summary, you’re ready to review and revise your document. You should do this once and then put it away, at least overnight.

When you come back to it, review and revise it again. Then put it away. Read through it at least one more time. You should also try to get someone else to review it for you. A fresh set of eyes will often catch mistakes that you won’t.

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Formal Letter Writing

How to Write Formal Letters

Help with formal and business letter writing. A summary of writing rules including outlines for cover letters and letters of enquiry, and abbreviations used in letters.

Layout of a Formal Letter

The example letter below shows you a general layout for a formal letter.

Dear Ms. O’Neil:

I am writing you directly about recent delayed deliveries. Because of the delay,

my company was unable to meet our deadlines, and our customers were

disappointed over the holidays.

Your company has always been reliable, and I will assume that these recent delays

are due to some unavoidable circumstances. We wish to continue our relationship

with you, and so we hope—obviously—that these problems are temporary and

will be solved soon. In the future, could you please communicate with us, by

phone, fax, or email, that there will be a delay. We would greatly appreciate this.

In the future, could you notify when your shipments go out? We will then

acknowledge your message. Thank you, and we expect to hear from you soon.

Sincerely,

Dollarway Rentals

Recipient’s Address

Sender’s Address

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Rules for Writing Formal Letters in English

In English there are a number of conventions that should be used when writing a formal or business letter. Furthermore, you try to write as simply and as clearly as possible, and not to make the letter longer than necessary. Remember not to use informal language like contractions.

Addresses:

1) Your Address The return address should be written in the top right-hand corner of the letter.

2) The Address of the person you are writing to The inside address should be written on the left, starting below your address.

Date:

Different people put the date on different sides of the page. You can write this on the right or the left on the line after the address you are writing to. Write the month as a word.

Salutation or greeting:

1) Dear Sir or Madam, If you do not know the name of the person you are writing to, use this. It is always advisable to try to find out a name.

2) Dear Mr Jenkins, If you know the name, use the title (Mr, Mrs, Miss or Ms, Dr, etc.) and the surname only. If you are writing to a woman and do not know if she uses Mrs or Miss, you can use Ms, which is for married and single women.

Ending a letter:

1) Yours faithfully If you do not know the name of the person, end the letter this way.

2) Yours sincerely If you know the name of the person, end the letter this way.

3) Your signature Sign your name, then print it underneath the signature. If you think the person you are writing to might not know whether you are male of female, put you title in brackets after your name.

Content of a Formal Letter

First paragraph The first paragraph should be short and state the purpose of the letter- to make an enquiry, complain, request something, etc.

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The paragraph or paragraphs in the middle of the letter should contain the relevant information behind the writing of the letter. Most letters in English are not very long, so keep the information to the essentials and concentrate on organising it in a clear and logical manner rather than expanding too much.

Last Paragraph The last paragraph of a formal letter should state what action you expect the recipient to take- to refund, send you information, etc.