COMMUNICATION SKILLS TRAINING

Contents

MODULE 1 : The Basics Of Business Writing

1. Introduction to Business Communication a. The Importance of Written Communication b. Foundation of Writing Skills c. Set your Objective d. Funny example of inefficient exchange of

communication

2. Grammar a. Introduction b. Common Rules in the English Language

i. Getting Tenses Right ii. Use of Pronouns and Prepositions

the Right way iii. Avoid surplus Nouns and Useless

Words iv. Write in Parallel ways v. Avoid Slang, Jargon, Foreign

language vi. Be Gender Neutral vii. Write Numbers Consistently viii. Singularity & Plurality of Nouns

ACTIVITY (Spelling)

c. Commonly misspelled words d. Wrongly used Words and Phrases

i. Samples ii. Correct Word Use

e. Positive & Negative Words f. When to use BIG Words g. Redundant Words

ACTIVITY

h. Verbs

i. Active and Passive Verb

ACTIVITY

3. Sentences a. Sentence Construction b. Paragraph Construction

i. Topic Sentence ii. Supporting Sentences iii. Concluding Sentence iv. Details in a Paragraph

ACTIVITY

MODULE 2 : WRITING PROPER 1. Introduction

a. Tone b. Style c. Principle for Effective Writing

2. Business Letter

a. What is a business letter? b. Style and sample of a buss. letter c. Parts of a Business Letter d. American vs. Filipino Buss. letter

ACTIVITY

e. Guidelines in writing other forms of buss

letter v. Responding to an enquiry/request

for information vi. Answering Complaint Letters vii. Structure for answering complaint

letters

ACTIVITY

3. Inter-Office Memo a. Checklist b. Sample

ACTIVITY

4. E-mail

a. The Correct Approach b. E-mail Etiquette c. Writing Clear and Professional E-mails

5. Professional Powerpoint Presentation

a. Pointers and Techniques b. Sample Layout

MODULE 1 : The Basics of Business Writing

1. Introduction to Business Communication

a. The Importance of Written Communication b. Foundation of Writing Skills c. Set your Objective d. Funny example of inefficient exchange of communication

2. Grammar

a. Introduction b. Common Rules in the English Language

i. Getting Tenses Right ii. Use of Pronouns and Prepositions the Right way

ACTIVITY (Use of Preposition)

iii. Avoid surplus Nouns and Useless Words iv. Write in Parallel ways v. Avoid Slang, Jargon, Foreign language vi. Be Gender Neutral vii. Write Numbers Consistently viii. Singularity & Plurality of Nouns

ACTIVITY (Spelling)

c. Commonly misspelled words d. Wrongly used Words and Phrases

i. Samples ii. Correct Word Use

e. Positive & Negative Words f. When to use BIG Words g. Redundant Words

ACTIVITY

h. Verbs

i. Active and Passive Verb

ACTIVITY

3. Sentences a. Sentence Construction b. Paragraph Construction

viii. Topic Sentence ix. Supporting Sentences x. Concluding Sentence xi. Details in a Paragraph

ACTIVITY

MODULE 1 : The Basics of Business Writing

I. Introduction to business communication Writing has the benefit of forcing us to think the matter through. Writing encourages us to gather the facts before we communicate an idea, instruction or message. It prompts us to present the facts in a logical fashion. a. Value of the written word

The written word is vitally important in business:

it provides a permanent record of the communication

it can be shared among many people

it is readily accessible when stored on paper or magnetic media (memory stick, hard disk)

it can be re-used and be expanded upon for new ideas. However, time spent thinking, writing, typing, reading and clarifying is expensive. We must therefore use time effectively to prevent miscommunication which forces the reader to refer back to the writer. b. The foundations of your writing skills In writing your major task is to create a message which is clearly understood and will induce the reader to take the desired action. Readers should not be left with questions or irritations in their mind. The system focuses on four rules

A clear objective

Correct grammar

Proper structure

Attractive layout

Its foundations are

1. Accuracy 2. Brevity 3. Clarity - the ABC of good writing

c. Set the objective(s) Get the purpose clear to make sure that you communicate most effectively and efficiently with the reader. Always get the IN ORDER TO ACHIEVE WHAT? quite clear in your mind. This forces you to focus on the result rather than being content with the reason. Formulate the what, who, how, when, why, where.

Here are some questions to ask: WHY WRITE? Would speaking not be more effective than writing? WHO AM I WRITING TO? How skilled is the reader in the subject matter? Who else will read it? Why will they want to read it? What do they know already? WHAT DO I WANT TO ACHIEVE? Is it to inform? To persuade? Or to record? What does the reader need to know? What does the reader need to do? What answers do I need from the reader? HOW WILL THE READER REACT?

Are they senior of junior? What sort of tone should I use? How can I make it clearer? WHEN WILL IT BE READ? By when must it be completed? Might it be read in years to come? WHERE WILL IT BE READ? Home or abroad? In the office or at home? At a meeting? In court? Internal or external to the organisation? All these points concern the Reader rather than the Writer. Think of the reader

d. Funny example of inefficient exchange of communication H. Schultz v The New York Cleaning Department: A saga in three acts!

Act 1 Dear Sir.

I find Hydrochloric Acid fine for cleaning pipes. Is this OK?

Signed. H Schultz Plumber

Dear Mr Schultz

In response to your enquiry regarding the use of Hydrochloric Acid for cleaning pipes should be clearly recognised that this is not efficacious. The Hydrochloric Acid interacts with a variety of metals to produce salts of various natures, depending on the composition of the metals involved, which would be more than mildly toxic to any person or persons (or animals) who might ingest the substance in question. The precise result which would stem from such ingestion would depend, amongst other less crucial matters, on the proportion of Hydrochloric Acid and metallic radical to other dilutory substances in the original combination of substances that induces the salt producing reaction initially.

Signed. B Pearson, New York Cleaning Department

Act 2 Dear Mr Pearson Thank you for your interesting letter. Can you please now tell me if it is OK to use Hydrochloric Acid to clean out pipes? Signed. H Schultz Plumber Dear Mr Schultz As was explained in our previous letter to you it is the opinion of this Department that the use of Hydrochloric Acid for cleaning would increase the susceptibility of the population at large to varying degrees of virulence. The precise degree of virulence in any specific case would depend, of course, on the total amount, and percentage of toxic content in that total amount, of debilitating solution imbibed, and naturally the frequency of such reflections by the person or persons in question. We trust the position is now clear to you. Signed. B Pearson, New York Cleaning Department

Act 3 Dear Mr Pearson Its real nice of you to trust me. I am now cleaning many more pipes with Hydrochloric Acid. Signed. H Schultz Plumber Dear Mr Schultz Dont use Hydrochloric Acid for cleaning pipes. It poisons the water. Signed. B Pearson 2. Grammar

a. Introduction The rule is to be natural and human, not pompous and unnatural. If in doubt, ask: What would I say to this person face to face? Writing should be more like speaking. Letters and documents become difficult to read if they contain: LONG WORDS LONG SENTENCES LONG PARAGRAPHS b. Common Rules in the English Language

1. Getting Tenses Right a. Stick to simple tenses and avoid complicated ones b. Tailor fit your communication into something that can EASILY be understood

Verb Tense Overview with Examples

Legend: S subject O object V verb (V1: present; V2: past; V3: future)

Simple Past (S+V2+O) Simple Present (S+V1+O) Simple Future (S+will+V+O)

Two years ago, I consulted a doctor about an unruly elderly in the charity ward.

I consult my patients doctor every day.

If your symptoms persist, I will consult your family physician about your medical history.

Past Continuous: longer action in the past was interrupted (S+was/were+{V+ing}+O)

Present Continuous: something is happening now at this very moment (S+am/is/are+{V+ing}+O)

Future Continuous: longer action in the future will be interrupted by a shorten action in the future (will be or am going) (S+will be+{V+ing}+O)

I was consulting a doctor in the charity ward when you called yesterday.

I am consulting my patients doctor now.

I will be consulting another doctor when you arrive tonight.

Past Perfect: something occurred before a SPECIFIC time in the past (S+had+past pariciple+O)

Present Perfect: an action happened at an UNSPECIFIED time before now; expressions such as ever, never, once, many times, several times, before, so far, already, yet (S+have/has+V3+O)

Future Perfect: something will happen before a SPECIFIC time in the future (will have/am going to have + past tense) (S+will have+V3+O)

I had consulted your family physician before I moved you to the charity ward.

I have consulted other patients in several different hospitals.

I will have consulted every patient by the time the assigned doctor arrives.

Past Perfect Continuous: something started in the past and continued up until another time in the past (S+had been+{V+ing}+O)

Present Perfect Continuous: something started in the past and has continued up until now; specific period (for 2 weeks), unspecific (recently, lately) (S+have/has been+{V+ing}+O)

Future Perfect Continuous: something will continue up until a particular event or time in the future (S+have been+{V+ing}+O)

I had been consulting doctors about efficient patient care for five years before I moved to the U.S.

I have been consulting doctors about efficient patient care recently.

I will have been consulting your doctor for over two hours by the time you arrive.

Brevity is the key to good communication

2. Use of Pronouns and Prepositions PRONOUN A pronoun is a word that represents a noun. The noun that it refers back to is its antecedent. Examples Johnson is the nurse who took care of me the last week. Doctors are the lifesavers of the community. They tend to the sick and dying in accordance with their oath. Incorrect: Everyone will be required to submit their report at 9:00 a.m.

Better: Everyone will be required to submit his or her report at 9:00 a.m.

Incorrect: Bob and I went over the patients charts together.

Better: Bob and me went over the patients charts together.

Types of Pronouns:

1. Personal: We use personal pronouns to refer to specific persons or things.

Singular: I, me, you, she, her, he, him, it

Plural: we, us, you, they, them

2. Possessive: This type of pronoun shows ownership.

Singular: my, mine, your, yours, her, hers, his, its

Plural: our, ours, your, yours, their, theirs

3. Relative: Relative pronouns introduce subordinate clauses, which act as adjectives or descriptors in the sentence.

Example: The friend who just called me is coming over.

The relative pronoun who refers back to the noun that the subordinate clause who just called me is modifying or describing. Relative pronouns include who, whom, whose, which, and that.

4. Demonstrative: These pronouns indicate "which?" They include this, that, these, and those.

5. Indefinite: Indefinite pronouns refer to nonspecific persons or things. They include the following:

all, another, any, anybody, anyone, anything, both, each, either, everybody, everyone, everything, few, many, neither, nobody, none, no one, nothing, one, several, some, somebody, someone, something.

6. Reciprocal: These pronouns indicate a reciprocal relationship between two things: each other, one another

PREPOSITION A preposition is a word which shows relationships among other words in the sentence. The relationships include direction, place, time, cause, manner and amount. A preposition always goes with a noun or pronoun which is called the object of the preposition. The preposition is almost always before the noun or pronoun and that is why it is called a preposition.

Preposition Meaning Examples

above higher than or over There are conference rooms above the lobby of the MRI Building.

across from one side to the other It's dangerous to run across the road.

after - following something - later than

- The nurse ran after the ecstatic patient. - I'll phone you after lunch.

against - in opposition to - in contact with

- Medical malpractice is against the law. - The medical equipment should be set-up against the wall.

along from one end to the other They are walking along the street.

among surrounded by Peter was among the spectators when one of the patients turned Code Blue.

around - in a circle - near, approximately

- He walked around the table. - The medical procedure costs around P50,000.

before - earlier than - in front of

- The day before yesterday. - He cowered before the sight of the accident.

behind at the back of Passengers sit behind the driver.

below lower than His shorts are below his knees.

beneath under Mariano got stuck beneath the truck when the medic arrived.

beside next to The HR Office is beside the employees entrance.

between in the space separating two things Dr. Bangayans office is located between the HR Office and Annex Office of Info/Admitting.

close to near CGHMC is near the North Cemetery.

down from higher to lower She pulled down the blind.

from where something starts or originates The wailing sound came from the operating room.

inside on the inner part of The charity pavilion is inside the CGHMC compound.

into enter a closed space He went into the morgue.

off down or away from He fell off the hospital stairs.

onto move to a position on a surface The cat jumped onto the roof of the car.

opposite facing, on the other side Eva sat opposite Tom at the table.

out of - move from a closed space - without

- He got out of the ambulance. - She's out of work.

outside opposite of inside The garden is outside the house.

over - above/across - on the surface of

- The plane flew over the Atlantic. - She put a sheet over the furniture.

past beyond She drove past the supermarket.

round in a circular movement The earth moves round the sun.

through from one side to the other The Seine flows through Paris.

throughout in every part of The virus spread throughout the country.

to in the direct of / towards She was running on the way to the nursing station.

towards in the direction of The medic ran towards the ER.

Underneath/ under

beneath There were dust particles underneath the patients bed sheets.

up towards or in a higher position She walked up the stairs.

ACTIVITY: Preposition worksheet

2. Avoid surplus Nouns and Useless Words

Surplus Nouns Avoid nouns that dont add meaning or precision. Watch out for:

Approach

Area

Concept

Condition

Location

Situation

Type

Environment Example

They were interested in the decentralized decision-making concept. Annas failing health condition causes stress to her parents. CGHMC is located in the locality of Manila area.

Useless Words Short words are easier to read than long words because they are easier to recognise and interpret. We get more practice in using the words we speak; so when we see a word which we do not use in conversation, it is harder for us to understand.

Never try to impress the reader by deliberately using long words

Always try to use words whose meanings are precise, and not open to doubt

Use a short word (or even two or three) instead of one long one.

Write to express not impress!

Word use Keep it short and simple!

Rather than: Use: discontinue stop submit for consideration propose proceed go commence start occurrence event dispatch send in respect of of, about make modifications to modify, change demonstrate show is in a position to can we would be grateful if you would please facilitate help

3. Write in Parallel Ways

Parallelism means being consistent in how you structure in writing. This method adds balance and rhythm to sentences giving ideas a smoother flow and thus can be persuasive because of the repetition it employs. Example

The operation needs to be done quickly and decisively. (ADVERB) Nurses duties and responsibilities include caring for the patients, recording medications and doing rounds. (VERB TENSES) In order to alleviate pain, the doctor needs to either reduce stress or raise medical dosage. A doctor should be selfless and patient. (ADJECTIVE) The orderly took 2 alcohols, 5 bottles of betadine and 3 jars of antibiotic. (NUMBER) 4. Avoid Slang, Jargon, Foreign Language, Cliche

Slang is the informal language of conversation, text messages, and other casual social communication among friends

Jargon is the specialized, often technical, language that is used by people in a particular field, profession, or social group.

Cliches are time-worn phrases that have lost their original freshness and can usually be replaced with one or two simple words.

Example Slang Awesome Magnificent Beat Tired Boondocks Mountain Jargon correspondence letter Due diligence careful

Amalgamate merge; unite Foreign raison detre reason corpus delicti body of the crime ipso facto by the fact itself Cliche the fact of the matter is in fact

on account of the fact that because in the course of during

(ACTIVITY) Be precise, avoid jargon and clichs correspondence i.e. letter communication e.g. report, memo, telephone call illustration graph or diagram a large proportion of many concerning about at the present time now currently now despite the fact that although furnish particulars give details in conjunction with with in the course of during on account of the fact that because Enclosed please find I enclose But remember ultimately, Accuracy and Clarity are more important than Brevity.

5. Be Gender Neutral

Avoid gender specific nouns. Dont make assumptions about gender. Gender Specific Gender Neutral Chairman Chair/Chairperson Fisherman Fisher Waitress Server Delegates and their wives Delegates and their spouses Workman Worker Use these techniques to avoid gender specific nouns:

1. Repeat the noun 2. If appropriate, make the antecedent plural so you can use they, them, or their 3. Drop the pronoun entirely, or re-cast the sentence so that the pronoun is not necessary

Example The doctor must submit his medical report to the committee. The doctors must submit their medical report to the committee. The doctor must submit the medical report to the committee.

Every employee is required to pay his tax. Employees are required to pay their tax. Employees are required to pay tax.

6. Write Numbers Consistently

Guidelines for using numbers in text:

Spell out numbers from one through nine

Use figures for 10 or greater

If one number in a sentence is 10 or greater, then use figures for all numbers ( 4apples, 5 oranges, and 12 pears)

Always spell out a number used at the beginning of a sentence

7. Singularity and Plurality of Nouns/Pronouns a. Recognize the problems that singular indefinite pronouns can cause.

Indefinite pronouns, a special class of words, will often be antecedents. Some indefinite pronounsdespite the illogicare always singular:

Singular Indefinite Pronouns

each, either, neither anybody, anyone, anything everybody, everyone, everything nobody, no one, nothing somebody, someone, something

b. In math, 1 + 1 = 2. This rule applies to pronoun agreement as well. If you have 1 singular noun + 1 singular noun, then together they = 2 things, or a plural antecedent.

Example

The doctor and his nurse tried their best to revive the patient.

Ronald wanted the attention of the doctor and the nurse, but he could not make them look his way.

c. There are words of foreign origin, usually Latin or Greek, which seem to retain their original plural endings rather than normalising to the English rules for making plurals. Examples include:

datum - data *** syllabus - syllabi medium - media phenomenon - phenomena criterion - criteria bureau - bureaux

c. Commonly Misspelled Words (Spell correctly) - ACTIVITY

1. Misspell 2. Diligence 3. Occasion 4. Tomorrow 5. Accommodate 6. Embarrass 7. Inadvertent 8. Grateful 9. Hierarchy 10. Pastime 11. Withhold

12. Possession 13. Liaison 14. Privilege 15. Conscious 16. Conscience 17. Conscientious 18. Precede 19. Referred 20. Supersede 21. Threshold 22. Pronunciation

d. Wrongly Used Words and Phrases

i. advise vs. advice: with an s is a verb, with a c is a noun Examples Advise

The doctor advised the patient to drink plenty of water and exercise.

Advice

According to his doctors advice, extreme stress and pressure can cause hypertension.

ii. principle vs. principal

As a noun, principal refers to (1) one who holds a presiding position or rank, and (2) capital or property before interest, and its also an adjective meaning (3) first or most important in rank. The head of a primary or secondary school is a principal.

Principle is only a noun. In its primary sense, it refers to a basic truth, law, assumption, or rule.

Examples Principal

The medical director is the principal contact person of the Hospital during disaster.

Principle

The principle of non-discrimination in the workplace should always be observed by the Hospital.

iii. regardless vs. irregardless: no such word as irregardless because regardless already means without regard. The -ir prefix is redundant. IR means not, non.

iv. unless vs. not unless

UNLESS: It means "that something will happen or be true if something else does not happen or is not true"

example: - I cant help you unless you tell me whats wrong. - Unless you take your medications, you will not be healed.

Grammar Points

* Do not use the future tense after unless.

I won't go unless you go (NOT unless you will go).

*Do not say 'unless if'.

Don't call him unless it's urgent (NOT unless if it's urgent).

NOT UNLESS

- It means "not unless is typically used after someone asks you a yes or no question and the answer is NO, followed by an EXCEPTION".

Example: -Q: Has the patient that was brought last night at 4B been released? -A: Not unless he pays his medical bills (meaning NO and the only reason for the patients release is the settlement of his outstanding bill).

v. fill out vs. fill up vs. fill in

Fill in means to supply something that's missing. So you fill in the blanks on a test, for example, or you can fill in a triangle with a color (change it from an outline to a solid triangle by coloring inside it), or you can fill in (substitute) for an absent colleague at work. And you can fill in a form because you're supplying missing information. (one field or a few fields only) Fill out means to complete by supplying requested information. So you can fill in Form 195B (I get a mental picture of a form with blanks to write numbers or small bits of data) or fill it out (could be either a form with blanks or one that asks for longer answers). Those mental pictures aren't the only possibilities, but you can see why both phrases work. Fill up means to make full. You fill up containers with liquid, for example, or you fill up your stomach with junk food. If you fill up a form, you've used all the available space on it and have to ask for another sheet of paper.

vi. in behalf vs. on behalf

In behalf of means for the benefit of or in the interest of.

On behalf of means in place of or as the agent of.

So I might give a donation, on behalf of my company, to be used in behalf of the cancer patients.

e. Positive and negative words

Analyse words for positive and negative emotional meanings. For example, efficient is positive, so is punctual; you must is negative, so is impossible or incorrect. A positive tone encourages a favourable, desirable association with a product or service. A negative tone is a red flag word. It plants seeds of doubt, or conveys an image that is unfavourable, undesirable, unattractive, or even frightening. However, too positive a tone will lead to accusations of pushy.

Positive words EXAMPLES OF POSITIVE WORDS Appreciate Satisfaction Assurance Responsible Committed Quality Confidence Honest Dependable Service Established Willingness EXAMPLES OF NEGATIVE WORDS Blame Fault Sorry Inconvenience Failure Regret Never Complaint Cant Disagree Unfortunate Difficult Prejudiced Unable Wrong Neglect

EXAMPLES OF NEGATIVE PHRASES Your delay Your dissatisfaction Why didnt you We cannot understand your You claim You forgot to You must You are misinformed

Negative and positive ways of saying things EXAMPLES OF NEGATIVE AND POSITIVE WAYS OF SAYING THINGS Complaints department Customer service Our office doesnt open until 09h30 Our office opens at 09h30 I was surprised to learn that I learned from your letter that Mistakes are bound to happen We shall take care to prevent a similar occurrence

We hope you wont find our product unsatisfactory We are sure you will find our product satisfactory You wont have difficulty operating your new mower if Your new mower will operate efficiently and easily when Your failure to write leads us to believe that you Since we have not heard from you we are sure you It will never happen again We have taken the appropriate steps, or We are committed to improving our service

f. Dont use big words

In promulgating your esoteric cogitation, or articulating your superficial sentimentalities and amicable, philosophical or psychological observations, beware of platitudinous ponderosity. Let your conversational communications possess a clarified conciseness, compact comprehensiveness, coalescent consistency and a concatenated cogency. Eschew all conglomerate of flatulent garrulity, jejune, babblement and asinine affectations. Let your extemporaneous descanting, and unpremeditated expatiation have intelligibility and veracious vivacity without rodomontade or thrasonical bombast. Sedulously avoid all polysyllabic profundity, pompous prolixity, psillacious vacuity, ventriloquil verbosity and vaniliquent vapidity. Shun double entendres, prurient jocosity and pestidiferous profanity, obscurant or apparent. In other words, write plainly, briefly, naturally, sensibly, truthfully, purely. Keep from slang. Dont put on airs. Say what your mean, mean what you say, and dont use big words!

When to use a BIG word There are four legitimate reasons for using a big word. Ask yourself if your big word fits one or more of these four reasons. S 1. Its SIMPLER or more familiar than the short word equivalent. Average is

more familiar than mean, and sponsorship, more familiar than aegis. U 2. Its UNIQUE. It cant be said in small words. Most technical vocabulary is

included here (amortise, inventory, appreciation), as well as such non- technical words as communicate, civilisation, democratic.

R 3. Its RICH. It conveys precision. Examples are: implement, document,

designate, develop, introduce. For instance, calling a marriage license a document is more precise than paper.

E. 4. Its ECONOMICAL. It saves a lot of small words. Unemployment is more

economical than the fact that a lot of people are without jobs; and destination more economical than the place to which (someone) is going.

g. Redundant Words: goes against the ABC of writing Avoid these phrases:

Herewith attached please find the document as requested by yourselves

Ensuring you of our best attention at all times

It would be highly appreciated if you Suggest an alternative for the business terms and phrases: I would like to give confirmation I would like to confirm We are in receipt of We received It will be our endeavour It is our goal I refer to previous correspondence regarding This is in reference to It would be greatly appreciated if you would advise us Your advice is highly appreciated After some discussion within the Department a decision was reached A decision was made after thorough deliberation

Eliminate the redundant words from the following sentences: 1. You will see what I mean if you refer back to the introduction

Please refer to the introduction 2. We will be able to meet the deadline if we combine together the sections we

have prepared We will meet the deadline if we combine sections

3. There are too many redundant phrases which add nothing There are many redundant phrases

4. The consensus of opinion favours a June election Everybody agreed to a June election

5. The new desks are oval in shape The new desks are oval

6. Come on Monday together with your assistant

Come on Monday with your assistant 7. We are now currently employing two thousand staff

We are currently employing 2000 staff 8. I have received your letter along with enclosures

I received your letter with enclosures 9. The two departments will be amalgamated together in May

The two departments will be merged by May

h. Verbs: Active and Passive Verb The verb is the most important part of the sentence. It generally conveys action. There are two types of verb: 1. the ACTIVE VERB (this is direct and concise: 4 words) Mai organized a training. 2. the PASSIVE verb (this has less impact: the same message A training was organized by Mai.

in 6 words) It is easy to recognise the passive voice it always has some form of the verb to be in front of the verb: was, will be, must be To convert it to the active, the reader has to answer the question by whom?, e.g. The training was organized by whom? byMai. Active voice : Leads to writing which is clear and generally more emphatic. The active voice forces us to say exactly what we mean. We have to clarify who took, or should take the action. The active leaves the reader with complete understanding and steers clear of ambiguity and vagueness, and we have to accept full responsibility for our statements.

ACTIVITY: Please rewrite the following sentences in the active form: 1. Your letter was received by us. We received your letter 2. A cheque for P 5,000 was sent to the customer by me. I sent a cheque for P5,000 to the customer 3. The audit was accomplished by us in under two days. We accomplished the audit in under two days. 4. Forty seven people were interviewed by the research team. The research team interviewed 47 people. 5. The firm is being advised on this matter by legal experts. Legal experts advised the firm on this matter.

3. Sentence Construction

a. Sentence length

Sentences should on average be about 14 20 words long more than this, and ideas can become clouded. But it is best to vary the length of sentences; it is often dull and tiring if all sentences are of the same length. In contrast, if the sentences are too short it is difficult to make the piece flow. We can keep sentences short by:

- Keeping to one unit of thought per sentence - Using active verbs - Avoiding unnecessary words or phrases which add nothing to the meaning

Sentence structure Sentence structure is just as important as length

- The more difficult a text is, the simpler its structure should be. The best order for a sentence is: subject, verb, direct object, e.g. The company secretary writes the minutes.

- The essence of the message should be in the first part of the sentence, as the reader always retains this part better.

b. Paragraphs

In many languages, the fundamental unit of composition is the paragraph. A paragraph consists of several sentences that are grouped together. This group of sentences together discuss one main subject.

A new idea or development needs a new paragraph

Paragraphs are there for your reader - to show him/her that you are beginning a new point.

There should be one, clear idea per paragraph.

Every paragraph has a controlling idea. This is called the topic sentence and is the thought or vital piece of information from which the rest of the paragraph flows.

Use the order of your paragraphs properly 1. Paragraph 1 should refer back to any previous communication, action etc., and should set your

letter in context. 2. The middle paragraph(s) should deal clearly with the matter(s) you are writing about. 3. The closing paragraph should look to the future, explaining exactly what action you are taking now,

or what you want the receiver to do. Be specific. Do not write "Please let me know" - rather say "Please let me know by return of post", or "Please send me the cheque by close of business on Friday, 4 August 2000"

Separate the themes into paragraphs and the reader will be able to get an understanding of the central message. Do not include more than one theme per paragraph.

If the paragraphs are short, the reader can concentrate easily on each aspect of the report. If, on the other hand, the paragraphs are long and heavy, the reader will very soon get confused and give up. Short paragraphs make reports look easier to read.

A good rule of thumb is that paragraphs should on average be 6 sentences or fewer. Sometimes a one-sentence paragraph is very effective to grab the readers attention or to make a key point.

The Topic Sentence

A topic sentence usually comes at the beginning of a paragraph; that is, it is usually the first sentence in a formal academic paragraph. Not only is a topic sentence the first sentence of a paragraph, but, more importantly, it is the most general sentence in a paragraph. What does "most general" mean? It means that there are not many details in the sentence, but that the sentence introduces an overall idea that you want to discuss later in the paragraph.

The Chinese General Hospital and Medical Center stands unique among the

hospitals of the country. It is one of the oldest hospitals in the Philippines, being founded in the Spanish times. It was founded purely from charitable donations of well-meaning Chinese immigrants. Moreover, it has steadily grown in excellence, fame and service in its 112 years of existence.

Note how the first sentence, The Chinese General Hospital and Medical Center stands unique among the hospitals of the country, is the most general statement. This sentence is different from the two sentences that follow it, since the second and third sentences mention specific details about the hospitals uniqueness, and are not general statements.

Here are some examples of sentences that cannot be used as topic sentences. Can you figure out why they are inappropriate?

1. Chinese General Hospital and Medical Center is unique because it is old, founded in the Spanish times, built from donations and existed for 112 years.

The problem with sentence #1 is that it contains too many details. Topic sentences are general, and details should appear later in the paragraph. A better topic sentence would be like the one mentioned above, My hometown is famous for several amazing geographical features.

2. There are two reasons why some people like to study at CGHMC and two reasons why others like to take their internship at CGHMC.

Sentence #2 is not appropriate as a topic sentence because it mentions two topics, not just one. Paragraphs are usually about one main thing and so their topic sentences should also be about only one main thing.

3. Chinese General Hospital and Medical Center is a Hospital.

The problem with sentence #3 is that it is too general. It is also very boring! Would you like to read a paragraph with this topic sentence? Most people would not.

We can rewrite sentences #2 and #3 in the following ways to make it better:

There are two reasons why some people like to study at CGHMC.

OR (in a different paragraph):

There are two reasons why some people to take their internship at CGHMC.

Chinese General Hospital and Medical center is one of the leading and oldest hospitals in Metro Manila.

Supporting Sentences

Consider again the above-mentioned, short paragraph:

The Chinese General Hospital and Medical Center stands unique among the hospitals of the country. It is one of the oldest hospitals in the Philippines, being founded in the Spanish times. It was founded purely from charitable donations of well-meaning Chinese immigrants.

When a reader reads a topic sentence, such as The Chinese General Hospital and Medical Center stands unique among the hospitals of the country, a question should usually appear in the reader's mind. In this case, the question should be like, "What makes CGHMC unique" The reader should then expect that the rest of the paragraph will give an answer to this question.

Now look at the sentences after the topic sentence. We can see that the second sentence in the paragraph, It is one of the oldest hospitals in the Philippines, being founded in the Spanish times,indeed gives an answer to this question. That is, the second sentence gives some explanation for the fact that CGHMC is unique. Similarly, we can see that the third sentence also gives some explanation for the fact that CGHMC was founded from purely charitable donations and it has existed for 112 years.

The second and third sentences are called supporting sentences. They are called "supporting" because they "support," or explain, the idea expressed in the topic sentence. Of course, paragraphs in English often have more than two supporting ideas. The paragraph above is actually a very short paragraph. At minimum, you should have at least five to seven sentences in your paragraph. Here we can see our paragraph about Wheaton with a few more supporting sentences in bold font:

The Concluding Sentence

In formal paragraphs you will sometimes see a sentence at the end of the paragraph which summarizes the information that has been presented. This is the concluding sentence.

You can understand concluding sentences with this example. Consider a hamburger that you can buy at a fast-food restaurant.* A hamburger has a top bun (a kind of bread), meat, cheese, lettuce, and other elements in the middle of the hamburger, and a bottom bun. Note how the top bun and the bottom bun are very similar. The top bun, in a way, is like a topic sentence, and the bottom bun is like the concluding sentence. Both buns "hold" the meat, onions, and so on. Similarly, the topic sentence and concluding sentence "hold" the supporting sentences in the paragraph. Let's see how a concluding sentence (in bold font) might look in our sample paragraph about Wheaton:

The Chinese General Hospital and Medical Center stands unique among the hospitals of the country. It is one of the oldest hospitals in the Philippines, being founded in the Spanish times. It was founded purely from charitable donations of well-meaning Chinese immigrants. Moreover, it has steadily grown in excellence, fame and service in its 112 years of existence. Indeed, the hospitals history, creation, and existence truly make it unique.

Notice how the concluding sentence, Indeed, the hospitals history, creation, and existence truly makes it unique, summarizes the information in the paragraph. Notice also how the concluding sentence is similar to, but not exactly the same as, the topic sentence.

Details in Paragraphs

The short paragraph in this lesson is a fairly complete paragraph, but it lacks details. Whenever possible, you should include enough details in your paragraphs to help your reader understand exactly what you are writing about. In the paragraph about Wheaton, three natural landmarks are mentioned, but we do not know very much about them. For example, we could add a sentence or two about Wheaton river concerning HOW wide it is or WHY it is beautiful. Consider this revision (and note the additional details in bold):

The Chinese General Hospital and Medical Center (CGHMC) stands unique among the hospitals of the country. It is one of the oldest hospitals in the Philippines, being founded in the Spanish times. It was built in the early months of 1891 by Capitan Carlos Palanca Tanchueco, together with wealthy Chinese businessmen Chan Guan and Mariano Velasco. It was founded purely from charitable donations of well-meaning Chinese immigrants. The founders touched by the plight of their sick and poor countrymen. Together they donated and raised funds to construct a medical clinic, where treatment was free of charge. From its humble beginnings, CGHMC has steadily grown in excellence, fame and service in its 112 years of existence. It now boosts 592+ bed capacity, a new 8-storey building, and state-of-the-art medical equipment to cater to every patients needs. Indeed, the hospitals history, creation, and existence truly make it unique.

Why are details important? Consider the example of the hamburger, mentioned above.* If the hamburger buns are the topic and concluding sentences, then the meat, the cheese, the lettuce, and so on are the supporting details. Without the food between the hamburger buns, your hamburger would not be very delicious! Similarly, without supporting details, your paragraph would not be very interesting.

A Note on Formality. In addition to having a particular kind of structure, academic paragraphs (and multi-paragraph essays, which will be topic of another lesson) are different from "ordinary writing" (such as letter writing) in that certain kinds of expressions are not allowed. For example, in formal essays, you should not use contractions such as don't or aren't. Instead, you should write out the words in full, for example, do not and are not.

Also, in formal essays you should avoid the first and second person. That is, do not use the pronouns I or you. The pronouns we and us are sometimes used in formal essays in some major fields, but in general you should not use these unless you are certain that they are customary in your field and/or your professor allows them. It is safer simply to use the third person.

MODULE 2: WRITING PROPER

1. Introduction a. Tone b. Style c. Principle for Effective Writing

2. Business Letter

a. What is a business letter? b. Style and sample of a Business letter c. Parts of a Business Letter d. American vs. Filipino Buss. letter

ACTIVITY

e. Guidelines in writing other forms of buss letter

xii. Responding to an enquiry/request for information xiii. Answering Complaint Letters xiv. Structure for answering complaint letters

ACTIVITY

3. Inter-Office Memo

a. Checklist b. Sample

ACTIVITY

4. E-mail

a. The Correct Approach b. E-mail Etiquette c. Writing Clear and Professional E-mails

5. Professional Powerpoint Presentation

a. Pointers and Techniques b. Sample Layout

MODULE 2: WRITING PROPER

At the end of this module delegates will be able to:

Choose concise language

Avoid repetition

Express ideas concisely

Ensure quality

Select and develop an appropriate style and tone

I. Introduction In writing business letters, one needs to consider the appropriate tone and correct style in writing depending on the nature of the letter and the position/designation of the receiver.

a. Tone in text

Tone is a literary compound of composition, which encompasses the attitudes toward the subject and toward the audience implied in a literary work. Tone may be formal, informal, intimate, solemn, somber, playful, serious, ironic, condescending, or many other possible attitudes.

It is a strange but true fact that you can often assess a persons personality, educational level, gender, mood, attitudes etc. relatively easily from a piece of his/her writing.

b. Style in business writing

STYLE The way something is written as opposed to its content.

What constitutes style? Style is the personal aspect of writing. It is hard to pin down precisely but the following factors will certainly influence our style. Word choice

Use of adjectives

Abbreviations, e.g. cant, wont Using names and/or personal pronouns

Sentence construction

Long or short

Main point at front or hidden Asking direct question of the reader : ask yourself what would happen if Using the imperative: Do not contact Dr Mathers without first The blend of active/passive voice Paragraphing : Use of headings and layout Imagery : Creating an atmosphere Tone : Formal, light-hearted, commanding, inviting

Principles for effective writing (Based on Robert Gunning)

1. Use variety in your writing. On the average, sentences should be short; 18 - 20 words is ideal. Paragraphs should contain 5 7 sentences.

2. Avoid weak language. For example words such as rather, very, little, pretty.

3. Avoid clichs and jargon.

4. Avoid unnecessary words (padding) such as the, that, I think, I feel, I believe. If it is possible to cut a word, delete it.

5. Use active not passive sentences. Stay away from forms of the verb to be, to make, to do, to

have. A sentence beginning There are is a sure tip off that you are falling into bad habits. Dont write, There are several tax problems requiring resolution, when you can write, Several tax problems require resolution.

6. Write as you would talk. Use conversational and familiar language. And always remember your company manners.

7. Write to express not to impress.

2. Business Letters

a. What is a business letter?

A business letter is usually a letter from one company to another, or between such organizations and their customers, clients and other external parties. The overall style of letter depends on the relationship between the parties concerned. Business letters can have many types of contents, for example to request direct information or action from another party, to order supplies from a supplier, to point out a mistake by the letter's recipient, to reply directly to a request, to apologize for a wrong, or to convey goodwill. A business letter is sometimes useful because it produces a permanent written record, and may be taken more seriously by the recipient than other forms of communication.

b. Style and sample of a Business Letters

SUBJECT (Optional) Inserted either before or after the Salutation

c. Parts of a Business Letter

1. The Heading (The Return Address) or Letterhead - Companies usually use printed paper where heading or letterhead is specially designed at the top of the sheet. It bears all the necessary information about the organizations identity.

2. Date - Date of writing. The month should be fully spelled out and the year written with all four digits October 12, 2005 (12 October 2005 - UK style). The date is aligned with the return address. The number of the date is pronounced as an ordinal figure, though the endings st, nd, rd, th, are often omitted in writing. The article before the number of the day is pronounced but not written. In the body of the letter, however, the article is written when the name of the month is not mentioned with the day.

3. The Inside Address - In a business or formal letter you should give the address of the recipient after your own address. Include the recipient's name, company, address and postal code. Add job title if appropriate. Separate the recipient's name and title with a comma. Double check that you have the correct spelling of the recipient 's name. The Inside Address is always on the left margin. If an 8 1/2" x 11" paper is folded in thirds to fit in a standard 9" business envelope, the inside address can appear through the window in the envelope.

4. The Greeting - Also called the salutation. The type of salutation depends on your relationship with the recipient. It normally begins with the word "Dear" and always includes the person's last name. Use every resource possible to address your letter to an actual person. If you do not know the name or the sex of of your reciever address it to Dear Madam/Sir (or Dear Sales Manager or Dear Human Resources Director).

a. Double space (or as much as you need to put the body of the letter in the centre) and include the salutation.

b. When the recipients name is known the most common form of salutation is: Dear Mr Khumalo

c. Should the recipient have a title, for example Professor, it must be used in the place of Mr. The abbreviated form of the title may be used: for example Prof., Dr, Rev.;

d. Ms. Instead of Mrs. Should be used when addressing a married woman recipient legally when you use Mrs. You should put the name on the husband instead of the wife because it denotes that the woman is the spouse of the husband

e. When the recipients name is not known you may use the form Dear Sir or Dear Madam. f. When writing to a company in general, rather than to particular officials (ex. The Elephant

Furniture Co. Ltd.), the greeting used should be Dear Sirs - it can also be used when addressing more than one official.

5. The Subject Line (optional) - Its inclusion can help the recipient in dealing successfully with the aims of your letter. Normally the subject sentence is preceded with the word Subject: or Re: Subject line may be emphasized by underlining, using bold font, or all capital letters. It is usually placed one line below the greeting but alternatively can be located directly after the "inside address," before the "greeting."

6. The Body Paragraphs - The body is where you explain why youre writing. Its the main part of the business letter.

a. Use a new paragraph when you wish to introduce a new idea or element into your letter. Depending on the letter style you choose, paragraphs may be indented. Regardless of format, skip a line between paragraphs.

b. It is no longer considered wrong to write business letters in the first person. Generally, when you are writing on behalf of your firm you should say we, but if you have had personal contact with the addressee, e.g. by telephone, you may say I.

c. The first paragraph (OPENING PARAGRAPH)

i. Give the reason for writing.

ii. If you are replying to a letter, you should acknowledge receipt of it. If you have not used a heading, your first paragraph should also refer to the subject matter, e.g. Thank you for your letter of 11 September 2009 about non-receipt of funds Most business letters, however, should have a heading.

iii. Introduce your subject at the beginning of your letter so that the reader knows at

once what you are writing about and why.

iv. However, in the Philippines what we usually do is introduce the organization where we came from before we proceed to our intention

d. The body of the letter

i. This part of the letter should set out the information or question you have in mind. It must be clear, concise and easy to read. Make any request you may have (i.e. "I would be grateful if you could include your statement..."

ii. Be sure of your facts and do not contradict yourself. There should not be any misunderstanding.

iii. Plan carefully. State your business concisely, clearly and simply. Write only what is absolutely relevant.

e. The final paragraph

i. The way you finish your letter is important. The final paragraph is where you should clearly express your expectations or intentions. It is your opportunity to leave your reader in no doubt as to the purpose of the letter.

ii. If there is to be further contact, refer to this contact (i.e. "I look forward to meeting you at...")

f. Conclusion

i. Close the letter with a thank you (i.e. "Thank you for your prompt help...")

7. The Complimentary Close - This short, polite closing ends always with a comma. It is either at the left margin or its left edge is in the center, depending on the Business Letter Style that you use. It begins at the same column the heading does.

a. The traditional rule of etiquette in Britain is that a formal letter starting "Dear Sir or Madam" must end "Yours faithfully",

b. letter starting "Dear " must end "Yours sincerely". (Note: the second word of the closing is NOT capitalized)

8. Signature and Writers identification - The signature is the last part of the letter. You should sign your first and last names. The signature line may include a second line for a title, if appropriate. The signature should start directly above the first letter of the signature line in the space between the close and the signature line. Use blue or black ink.

9. Initials, Enclosures, Copies - Initials are to be included if someone other than the writer types the letter. If you include other material in the letter, put 'Enclosure', 'Enc.', or ' Encs. ', as appropriate, two lines below the last entry. cc means a copy or copies are sent to someone else.

d. American vs. Filipino Buss. letter AMERICAN VERSION

COMPANY LETTERHEAD OR INSIDE ADDRESS 25 May 2015 ATTY. GLECY S. MENDOZA VP for HR Management Chinese General Hospital & Medical Center 286 Blumentritt St. Sta. Cruz, Manila RE : INQUIRY ON MEDICAL SERVICES Dear Atty. Mendoza, We are currently seeking for a hospital partner for this years annual physical examination scheduled for July. Please provide the undersigned with full information about the medical services and facilities which your hospital offers and the charges for them. We expect upwards of 100 employees. Your early response will be appreciated. Yours sincerely, ANITA JONES General Manager Amalgamated Steel Services Inc.

FILIPINO VERSION

COMPANY LETTERHEAD OR INSIDE ADDRESS 25 May 2015 ATTY. GLECY S. MENDOZA VP for HR Management Chinese General Hospital & Medical Center 286 Blumentritt St. Sta. Cruz, Manila RE : INQUIRY ON MEDICAL SERVICES Dear Atty. Mendoza, Greetings from the Amalgamated Steel Services Inc. (AMSSI), makers and fabricators of fine quality stainless steel sheets and round bars, your one stop store for all things stainless. On July 25, 2015 we will be holding our annual physical examination for our regular employees. As of now, we are currently seeking a medical partner to cater to our needs. In this light, AMSSI would like to request full information about the medical services and facilities which your hospital offers and the charges for them. We are expecting around 100 employees. Thank you and we look forward to your early response. Yours sincerely, ANITA JONES General Manager

EXERCISE:

1. What are the differences between the American and Filipino version? 2. Which of the two examples is better and why?

e. Guidelines in writing other forms of buss. letters i. Responding to an enquiry/request for information

It is very important to make a good impression when responding to enquiries from potential customers. Of course, the best impression will be made by providing the materials or information that the perspective client has asked for. This positive impression will be improved by a well written response.

Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. You can also include a reference number for correspondence.

Important Language to Remember

The Start:

Dear Mr, Ms. Use Ms for women unless asked or indicated to use Mrs or Miss)

Thanking the Potential Customer for His/Her Interest:

Thank you for your letter of ... enquiring (asking for information) about ... We would like to thank you for your letter of ... enquiring (asking for information) about ...

Providing Requested Materials:

We are pleased to enclose ... Enclosed you will find ... We enclose ...

Providing Additional Information:

We would also like to inform you ... Regarding your question about ... In answer to your question (enquiry) about ...

Closing a Letter Hoping for Future Business:

We look forward to ... hearing from you / receiving your order / welcoming you as our client (guest).

Signature:

Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you are writing and 'Yours sincerely' when you do.

ii. Answering complaints and enquiries Welcome the letter of complaint. It gives you one of your best opportunities to improve your organisations goodwill. To take advantage of the opportunity, your attitude must be positive and helpful not miserable or grudging. Every complaint is important to the person who makes it, so dont be offhand. Answer promptly and show that you are trying to be fair. Dont argue or criticise; dont antagonise with such phrases as you claim or you state. iii. Structure for answering complaint letters Case A: Company is wrong 1. Thank you for your letter 2. Say I am sorry, etc. 3. Explain what happened 4. Say what you will do about it (now and in the future)

Case B: Company is right, but will do something 5. Thank you for your letter 6. Sympathise I am concerned 7. Say what you are prepared to do for them 8. How to prevent the same occurrence in the future Case C: Company is right, and cannot do anything 1. Thank you for your letter 2. Sympathise with their problem 3. I can understand your point 4. But this is our point 5. Because of our point I am sorry that we cannot help 6. Advice for the future Remember: Our sympathy and concern will show that we care about our reader. EXERCISE: SELF ASSESSMENT

1. Read the badly written business letter which follows; it contains nine faults and errors.

2. Attempt to rewrite the letter.

Lees Furniture Mart 452 Soler St., Manila

Tel: 542-6866; Fax: 452-7888

The Manager, Seaview Guest House, Sampaloc Dear Sirs, The furniture you ordered has arrived at hour showrooms. Please telephone the undersigned personally to say weather you will collect it or we shoud deliver it to you; we shall be unhappy with either. Remember we want money when you get the furniture so have it ready. Your reply will be appreciated. Yours sincerely, Manger

TEN FAULTS & ERRORS

1. No date

2. Dear Sir (Singular) because addressed only to one person

3. Our instead of Hour

4. whether instead of weather

5. should instead of shoud

6. Addressee is asked to telephone the writer personally but the writers names is not stated

7. happy instead of unhappy

8. 3rd sentence is rude and will cause offence

9. manager instead of manger

10. Be specific as much as possible with the inside address

Lees Furniture Mart 452 Soler St., Manila

Tel: 542-6866; Fax: 452-7888

The Manager, Seaview Guest House, 252 Trabajo St. Sampaloc, Manila Dear Sir, The furniture you ordered has arrived at our showrooms. Please telephone the undersigned personally to say whether you will collect it or whether we should deliver it to you; we shall be happy with either. Please take note that our terms are payment on collection/delivery. Your early reply will be much appreciated. Yours sincerely, CECILIA AHERN General Manager

3. Inter-office memos

a. Checklist

1. Define your topic and state it accurately

2. Consider your reader when you determine the tone of the memo. In most cases, use a friendly

informal style.

3. Put the main point of your memo in the first sentence.

4. Use the body of the memo to provide necessary details and background information. All sentences should be directly related to the topic stated in the subject line.

5. Memos should be specific, to the point, and contain simple, direct language. They must evoke

response and action.

6. Keep copies of the memos you write. They are often useful for future reference.

7. Do not use a salutation nor a complementary close. However, if you wish to, it is permissible to use the name of the person you are writing to in the beginning of the body.

8. Keep your paragraphs short and crisp. If necessary number them.

9. Only write a memo when a telephone call is not sufficient, or when a written record is needed, or

when you have to reach many people.

10. Be sure your terminology, sentence length and structure, and paragraph length and structure all make for quick, clear, easy reading. Itemisation and tabulations may help.

SAMPLE INTER-OFFICE MEMO EXERCISE: (10-15 minutes) Write a memo informing all departments of the Hospital about an incoming event to be held on _____ at ______. Supply the necessary details and information.

4. E-mail

Email is the communication tool of choice for most of us. Email's great because you don't have to be available at the same time as your conversation partner to communicate. It allows us to keep projects moving when our co-workers are unavailable or on the other side of the world.

There's one problem: most of us are drowning in emails. The average person using email for business receives and sends over 100 emails a day, according to a report published by the Radicati Group.

On top of that, emails are all too easily misunderstood. A recent study by Sendmail found that 64% of people have sent or received an email that caused unintended anger or confusion.

Because of the volume of emails we send and receive, and because emails are often misinterpreted, it's important to write emails clearly and concisely.

Writing emails that are short and to-the-point will reduce the time you spend on email and make you more productive. By keeping your emails short, you'll likely spend less time on email and more time on other work. a. E-mail etiquette

In e-mail usual standard social rules still do and should apply. By adhering to them, you not only enhance your e-mail communications you could keep yourself and your company out of legal and regulatory trouble.

1. Be careful using e-mail at work. Companies are increasingly establishing guidelines regarding the use of e-mail. This is to protect themselves legally and to ensure resources are not abused. Employees need to be familiar with these policies. There are servers that backup e-mail conversations so use your personal account for personal e-mails.

2. Short e-mails communicate better. In the age of the Internet, attention span is limited. A short e-mail message that goes straight to the point is more likely to be read than a long message. If a longer message is necessary, then attach a file.

3. Use a clear and descriptive subject line. Most e-mail users see only the address of the sender and the subject line of incoming e-mail. The subject line could be the difference between an e-mail being read and ignored. A good subject line is typically less than 10 words, clearly describes the content and avoids words all in upper case and exclamation marks.

4. Spelling and grammar still applies. Write to your audience. Poor writing can leave a negative impression of the writer and the writer's organisation.

5. Limit the number of recipients. Make sure only appropriate people receive a copy. You will not only be doing recipients a favour, youll be increasing the likelihood of your e-mail being read.

6. Use a signature. It is standard polite practice to identify yourself. E-mail programs have an option to automatically append information to identify the sender. This file can also include your name, organisation, job title and any other relevant information. Include a telephone number to the signature of the email. This will give the recipient the chance to telephone if necessary.

7. Respect the privacy of e-mail addresses. When sending e-mails to multiple recipients, do not put in an e-mail address in the To or Cc field if one or more recipients have no need to know that address. If sending an e-mail to multiple recipients and you don't want the recipients to see any other address, then put the list of addresses in the Bcc field.

c. How to Write Clear and Professional Emails

That said, writing clearly is a skill. Like all skills, you'll have to work at it. To begin with, it may take you just as long to write short emails as it took you to write long emails. However, even if this is the case, you'll help your co-workers, clients, or employees be more productive because you'll be adding less clutter to their inboxes, making it easier for them to respond to you.

By writing clearly, you'll become known as someone who knows what he or she wants and who gets things done. Both of these are good for your career prospects.

So what does it take to write clear, concise, and professional emails?

1. Know Your Purpose

Clear emails always have a clear purpose.

Whenever you sit down to write an email, take a few seconds to ask yourself: "Why am I sending this? What do I need from the recipient?"

If you can't answer these questions, then you shouldn't be sending an email. Writing emails without knowing what you need wastes your time and the recipient's time and means you'll struggle to express yourself clearly and concisely.

This is also a good time to ask yourself: "Is this email really necessary?" Again, only sending emails that are absolutely necessary shows respect for the person you're emailing.

2. Use the "One Thing" Rule

Emails are not the same as business meetings. With business meetings, the more agenda items you work through, the more productive the meeting.

With emails, the opposite is true. The less you include in your emails, the better.

That's why it's a good idea to practice the "one thing" rule. Make each email you send about one thing only. If you need to communicate about another project, write another email.

3. Practice Empathy

Empathy is the ability to see the world through the eyes of other people. When you do this, you understand their thoughts and feelings.

When you write emails, think about your words from the reader's point of view. With everything you write, ask yourself:

How would I interpret this sentence, as someone reading it?

How would this make me feel if I received it?

This is a simple tweak to the way you write. Yet thinking of other people will transform the way they respond to you.

Here's an empathetic way of looking at the world to help you get started. Most people:

Are busy. They don't have time to guess what you want, and they'd like to be able to read and respond to your email quickly.

Appreciate a compliment. If you can say something positive about them or their work, do so. Your words won't be wasted.

Like to be thanked. If the recipient has helped you in any way, remember to say thank you. You should do this even when it's their job to help you.

4. Keep Introductions Brief

When you're emailing someone for the first time, you need to let the recipient know who you are. You can usually do this in one sentence. For example: "It was great to meet you at [X event]."

One way of keeping introductions brief is to write them like you're meeting face-to-face. You wouldn't go off into a five-minute monologue when meeting someone in person. So don't do it in email.

Not sure whether an introduction is needed? Maybe you've contacted the recipient before, but you're not sure if she'll remember you. You can leave your credentials in your email signature. This is ideal because:

It keeps the main email body as short as possible.

It avoids misunderstandings. Re-introducing yourself to someone who already knows you comes across as rude. If she's not sure whether she knows you, then you can just let her check out your signature.

Talking of signatures, make sure you've set one up. It's a shorthand way of sharing information that you should include in every email. But putting this information in your signature, you keep the body of your emails short.

Your signature should include:

Your name.

Your job title.

A link to your website.

Optional: Company Logo and partners

Optionally, you can include links to your social media accounts, and a one-sentence elevator pitch on how you help people.

5. Limit Yourself to Five Sentences

In every email you write, you should use enough sentences to say what you need and no more. A helpful practice here is limiting yourself to five sentences.

Entrepreneur Guy Kawasaki explains:

Less than five sentences is often abrupt and rude, more than five sentences wastes time.

There will be times when it's impossible to keep an email to five sentences. But in most cases, five sentences are sufficient.

Embrace the five sentences discipline, and you'll find yourself writing emails more quickly. You'll also get more replies.

Not sure writing an email in five sentences is possible? Then read on...

6. Stick to a Standard Structure

What's the key to keeping your emails short? Using a standard structure. This is a template that you follow for every email you write.

As well as keeping your emails short, following a standard structure also helps you to write fast.

Over time, you'll develop a structure that works for you. Here's a simple structure to get you started:

greeting

a compliment or pleasantry

the reason for your email

a call to action

a closing message

signature

Let's look at each of these in depth.

Greeting. This is the first line of the email. "Hi, [First Name]" is a typical greeting.

Compliment or Pleasantry. When you're emailing someone for the first time, then a compliment makes an excellent opener. A well-written compliment can also serve as an introduction. For example:

"I enjoyed your presentation about [topic] on [date]."

"I found your blog post on [topic] really helpful."

"It was good to meet you at [event]."

If you're writing to someone you know, then use a pleasantry instead. A pleasantry is typically a variation on "I hope you're well." Alternatively, you can say thank you for something they've helped you with or for information they sent in a previous email.

As Vinay Patankar of the Abstract Living blog explains:

You should ALWAYS follow with a pleasantry after your greeting. EVERYTIME without fail. Ingrain this into your fingers so that you naturally spit it out with each email you write. There is no reason ever why your email shouldnt have a pleasantry... You will never have anything to lose by adding in a pleasantry, you will make people more inclined to read the rest of your email, you will soften criticism, and will hit the positive emotions of a few. Most will simply ignore it, but for two seconds of your time, it's definitely worth it.

The reason for your email. In this section you say, "I'm emailing to ask about..." or "I wondered if you could help with..." You'll sometimes need two sentences to explain your reasons for writing.

A call to action. After you've explained your reason for emailing, don't assume the recipient will know what to do. Provide specific instructions. For example:

"Could you send me those files by Thursday?"

"Could you write that up in the next two weeks?"

"Please write to James about this, and let me know when you've done so."

Structuring your request as a question encourages the recipient to reply. Alternatively, you can use the line "let me know when you've done that" or "let me know if that's okay with you."

Closing. Before you sign off your email, be sure to include a closing line. This has the dual purpose of re-iterating your call to action, and of making the recipient feel good.

Examples of good closing lines include:

"Thank you for all your help with this."

"Does that sound good?"

"I'm looking forward to hearing what you think."

"Let me know if you have any questions."

Sign-off. This could be "Best Wishes," "Kind Regards," "All the Best," or "Thanks." You should always follow your sign-off with your name.

7. Use Short Words, Sentences, and Paragraphs

Never use a long word where a short one will do.

This advice is even more relevant today, especially when writing emails.

Short words show respect for your reader. By using short words, you've done the hard work of making your message easy to understand.

8. Use the Active Voice

George Orwell again: Eric Arthur Blair (25 June 1903 21 January 1950), who used the pen name George Orwell, was an English novelist, essayist, journalist and critic. His work is marked by lucid prose, awareness of social injustice, opposition to totalitarianism, and commitment to democratic socialism.

Never use the passive where you can use the active.

In writing, there are two kinds of voices, active and passive.

Here's a sentence in the active voice:

I throw the ball.

And here's the same sentence in the passive voice:

The ball is thrown [by me].

The active voice is easier to read. It also encourages action and responsibility. That's because in the active voice, sentences focus on the person taking action. In the passive voice, sentences focus on the object that's being acted upon. In the passive voice, it can appear that things happen by themselves. In the active voice, things only happen when people take action.

9. Proofread Your Email

The French philosopher Blaise Pascal once said: If I had more time, I would have written you a shorter letter. In other words, writing short emails can be harder work than writing long emails.

Part of the hard work of writing short emails is careful proofreading. Read your email aloud to yourself, checking for spelling and grammar mistakes. Ask yourself:

Is my request clear?

Could there be any misunderstandings?

How would this sound if I were the recipient?

Delete any unnecessary words, sentences, and paragraphs as you proofread.

10. Remember, You're Not Fifteen Anymore

If you want to show your personality in your email, let this shine subtly through your writing style. Don't use emoticons, chat abbreviations (such as LOL), or colorful fonts and backgrounds. While these might have been integral to your emails during your teenage years, they are rarely appropriate in a professional context.

11. Write Like You Speak

Email is a less formal way of communicating than writing a letter or even making a phone call. Writing as you speak makes you come across as personable and friendly. It also helps you to keep your emails short. After all, few of us speak in extended paragraphs.

Additionally, make sure your emails reflect who you are in the real world. If you wouldn't say something to a person's face, don't say it in an email. And remember to mind your manners. "Please" and "Thank you" go a long way.

ACTIVITY Please assess and rewrite the following e-mails. Consider the content, structure, layout/format, tone etc. Decide what type of impression each would make on the person receiving it. Example 1 HI JOHN I AM A XYZ CAR DEALERSHIP IN ILLOV.IHAVE SPOKEN TO JANE IN CONNECTION WITH YOU WANTING TO ACQUIRE A DEMO MODEL.IF YOU COULD KINDLY FURNISH ME WITH DETAILS AS TO WHICH CAR YOU ARE LOOKING FOR i.e. 1600 OR 1300 AND ALSO +- YEAR OR A BIDGET AS TO WHAT YOU WOULD LLIKE TO SPEND I CAN TRY TO SOURCE A DEMO FOR YOU IF I DONT HAVE ONE IMMEDIATELY AVAILABLE. REGARDS GEORGE xyzdealer@car.co.za tel:(011) XXX-XXXX fax:(011) XXX-XXXX cel: 08X-XXX XXXX Your evaluation: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Hi John! I am working for XYZ Co., a car dealership in Illinois. I have spoken to your secretary, Jane, regarding your needs to acquire a demo model. If you could kindly furnish me with the car details below:

Horsepower : 16000 or 1300cc Year Model : 2005 up Budget : at most P2 Million

Once I get hold of this information, I can immediately send you a demo model. However, if I dont have one readily available, I can source other branches to meet your needs. If you have other questions, please do not hesitate to contact me. Thank you very much. Warm regards, GEORGE STA LONNE Area Sales Coordinator XYZ Co. Car Dealership tel:(011) XXX-XXXX fax:(011) XXX-XXXX cel: 08X-XXX XXXX e-mail: xyzdealer@car.co.za

RE-ARRANGE INTO A COHESIVE E-MAIL

Read the email and decide which parts are

the intro

the details

the action

the close

RE-WRITTEN E-MAIL

Dear Simon,

Thank you very much for showing me round your production facilities. I was most impressed.

I'm pleased to tell you that your company is one of two short-listed for the production of our new website video. This is an important part of our marketing strategy and we are sure you will treat this with the importance it deserves.

I need to have a draft outline of your thoughts for this video by the end of the month. Please send this to me by email as an attachment.

If you need any further help, feel free to contact me.

Thank you.

Best wishes.

Sandy Benny Marketing Manager

Thank you very much for showing me round your production facilities.

Best wishes.

If you need any further help, feel free to contact me.

I'm pleased to tell you that your company is one of two short-listed for the production of our new website video.

Marketing Manager

I was most impressed.

Dear Simon,

I need to have a draft outline of your thoughts for this video by the end of the month. Please send this to me by email as an attachment.

This is an important part of our marketing strategy and we are sure you will treat this with the importance it deserves.

Sandy Benny

Thank you.

Example 2 Hi! To celebrate my new 17MB Internet line (not yet available in SA I am afraid) I'd love to try something new. On Thursday evening, at 7pm, I will present a free 60 minute seminar on starting your own business. The concepts will apply to both online and offline businesses, and the goal is simple: To remove ALL the risk from your startup. You will need a PC and a little Internet. The faster the better, but we tested the system yesterday, and a volunteer ran into the Kalahari with a GPRS connection, and she could hear and see just fine. Strangely, she kept coughing as she spoke, but she could text us to ask questions. (At least it sounded like coughing, but then the Kalahari can do weird things to a person.) So, if you know anyone who is considering starting down this very lonely entrepreneurial road, won't you please invite them to register here: https://www1.gotomeeting.com/register/465161553 And then lets have a fun interactive session at 7pm South African time in your lounge/study/office/bedroom. It's not a sales exercise. But I'd like to test how many folk we can talk to at the same time. (Our research shows that about 20 times more folk are searching for help opening businesses than are looking for help closing them.) We're limited to 500 seats. So don't delay. No animals were harmed in the creation of this uber-green event. No flights were taken, and no cars were used. This live, online seminar has a zero carbon footprint. Peter Carruthers talks about how to take all the risk out of starting your own business, whether offline or online. It's interactive. It's online. And it should be fun. Ah yes, and did I mention it is free? Register before 5pm today, and you WILL get the relevant password. After that, who knows. Title: How To Start a Business From Scratch Date: Thursday, August 6, 2009 Time: 7:00 PM - 8:00 PM CAT All the best Peter Carruthers

5. Powerpoint Presentation

Good presentation can make a report clearer. Consider the following points when writing your report: Overall impact - make use of templates in the organisation and templates available in word processing software. Your final product should be presented in a folder or plastic wallet - whatever you think is suitable. Headings - should be clearly ranked. Restrict yourself to three styles of headings: one for main sections, one for sub-sections, and one for further sub-sections. Numbering - numbering your sections makes the report easier to follow. A common system is to number a main section, then for sub-sections to place a dot after the main section number and begin to number again. You can continue to a further level. This makes it easier to refer the reader to a specific part of the report; e.g. paragraph 3.2.2, rather than to say "about half way down page 5".

Layout

Use spacious layout that clearly displays the main points There should be 8-10 lines per slide

Plenty of white space

Makes report inviting and user friendly It lets headlines and graphics stand out Draws attention to key paragraphs Enhances readability Saves time in reading and comprehending

The right fonts

Stick to one or two fonts in a single report Abstain from using fancy fonts which are difficult to read Limit headings to three types/sizes Beware of too many combinations of bold, italics, underline, bullets, wingdings etc

Special Effects

Avoid using dramatic effects, use only Appear so as not to distract the audience Avoid using sound effects When presenting a table, graph or figure no effects is necessary

Other factors enhancing layout

Headers and footers Tables Graphics