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NEW ERA UNIVERSITY

College of Business Administration
1ST Semester, SY 2014-2015

STUDENTS WORKBOOK
for
BUSINESS COMMUNICATION and CORRESPONDENCE

Name:

Date:

Section:

Section and Room:

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TABLE OF CONTENTS
WEEK 1
COMMUNICATING VISION, MISSION and CORE VALUES (p. 3)
WEEK 2
PART 1.
PART 2.
PART 3.
WEEK 3
PART 4.

THE BUSINESS CORE OF COMMUNICATION (p. 4)

STARTING YOUR OWN BUSINESS (p. 5)
UNDERSTANDING BUSINESS COMMUNICATION IN TODAYS
WORKPLACE (p. 6)

PART 5.
PART 6.

EFFECTIVE BUSINESS WRITING: TOP PRINCIPLES AND

TECHNIQUES (p. 9)
GRAMMAR CHECK-UP (p. 17)
IMPROVING THE TONE OF YOUR WRITING (p. 20)

WEEK 4
PART 7.
PART 8.
PART 9.

PARALLELISM IN PROFESSIONAL WRITING (p. 24)

MOST COMMONLY USED BUSINESS TERMS (p. 27)
MOST COMMON PHRASES FOR BUSINESS WRITING (p. 31)

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Week 1: June 9-14

ORIENTATION
COMMUNICATING VISION, MISSION and CORE VALUES
A mission and vision are standard and critical elements of a companys organizational
strategy. Most established companies develop organizational mission statements and
vision statements, which serve as foundational guidelines in the establishment of
company objectives. The company then develops strategic and tactical plans for the
objectives. (www.smallbusiness.chron.com)
Below are the NEUs Vision, Mission, and Core Values. Explain how it helps NEU
direct its daily operations and activities.
NEW ERA UNIVERSITY
Vision:
A world-class institution of learning with a unique Christian culture of excellence,
discipline, and service to humanity.
Mission:
To provide quality education anchored on Christian values with the primary honor of
bringing honor and glory to God.
Core Values:
(LIFE)
Love
Intellect
Faith
Trust
-o0oVision Statements
Vision statements are sometimes confused or used synonymously with mission
statements. However, vision statements should offer more of a direction and include a
perspective of corporate values. A vision might provide a direction for the company for
the next five to 10 years, while also noting a commitment to integrity, transparency,
openness and other such values. "Mind tools," indicates that a vision statement takes your
mission and adds an element of human values. It should inspire employees and given
them a sense of purpose. (Ibid.)

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Mission Statement Purpose

A company's mission statement is essentially its statement of purpose. It serves as a guide
for all of the company's decision-making. Shareholders, leaders and employees are
generally the target of the mission. It should help workers within the organization know
what decisions and tasks best align with the mission of the company. A mission statement
offers insight into what company leaders view as the primary purpose for being in
business. Some companies have profit-motivated missions, while others make customers
a focal point. Other firms use a mission to point out more altruistic intentions that
ultimately lead to profits. (Ibid.)
WEEK 2: June 16-21
Competency: Articulate the importance of business communication
Topic:
The process of business communication
Goals of business communication
PART 1. THE BUSINESS CORE OF COMMUNICATION
1.

Google different vision and mission of companies. Following the example

above write below an example of the vision and mission, including 3 of the
core values of the company you have chosen:
Company
Name:
Vision:

Mission:

Core Values:

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PART 2. STARTING YOUR OWN BUSINESS

1.
2.
3.
4.
5.

Choose a business (e.g. buying and selling, merchandising, manufacturing,

service industry) that you want to venture into in the near future.
Once you have chosen the nature of your business, what will you name it?
Write your answer on the space provided below.
How do you see your business 25 years from now? (Company Vision)
What do you plan to do to achieve your vision? (Company Mission)
What core values do you want your business operation to abide by?

Complete the table below with your answers to the questions above. (The
information you put here will be used all throughout the semester.)
Company
Name:
Nature of
Business

Vision:

Mission:

Core Values:

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KEY TERMS
(continued)
Based
on what
you wrote above, how do you define business?
CHAPTER OUTLINE
ethical dilemma Situation that involves
making a choice when the alternatives
arent completely wrong or completely
right
ethical lapse A clearly unethical choice
ethics The accepted principles of
conduct that govern behavior within a
society
ethnocentrism Judging other groups
according to the standards, behaviors,
and customs of ones own group
etiquette The expected norms of
behavior in any particular situation
feedback Information from receivers
regarding the quality and effectiveness
of a message
high-context culture Culture in which
people rely less on verbal
communication and more on the context
of nonverbal actions and environmental
setting to convey meaning
information overload Condition in
which people receive more information
than they can effectively process
low-context culture Culture in which
people rely more on verbal
communication and less on
circumstances and cues to convey
meaning

message The container for a idea to

be transmitted from a sender to a
receiver
professionalism The quality of
performing at a high level and
conducting oneself with purpose and
pride
social communication model An
interactive, conversational approach to
communication
stakeholders Groups affected by a
companys actions: customers,
employees, shareholders, suppliers,
neighbors, the community, and the world
at large
stealth marketing Efforts to promote
products and services to customers who
dont know theyre being marketed to
stereotyping Assigning a wide range of
generalized attributes to an individual on
the basis of membership in a particular
culture or social group
transparency A sense of openness in
business matters, of giving all
participants in a conversation access to
the information they need to process the
messages they are receiving
Web 2.0 The second generation of
World Wide Web technologies, which
emphasize social media and interactivity

Understanding Why Communication

Matters
Communication is Important to Your
Career
Communication is Important to Your
Company
What Makes Business Communication
Effective?
Communicating as a Professional
Understanding What Employers Expect
from You
Communicating in an Organizational
Context
Adopting an Audience-Centered
Approach
Exploring the Communication Process
The Basic Communication Model
The Social Communication Model
Committing to Ethical Communication
Distinguishing Ethical Dilemmas from
Ethical Lapses
Making Ethical Choices
Communicating in a World of Diversity
The Advantages and Challenges of a
Diverse Workforce
Key Aspects of Cultural Diversity
Advice for Improving Intercultural
Communication
Using Communication Technology
Effectively
Keeping Technology in Perspective
Using Tools Productively
Guarding Against Information Overload
Reconnecting with People Frequently

Name at least three (3) of the importance of Vision, Mission, and Core Values in
communication to your business?
PART 3. UNDERSTANDING BUSINESS COMMUNICATION
IN TODAYS WORKPLACE

Our objectives:
1. Define communication, and explain the importance of effective communication;
2. Explain what it means to communicate as a professional in a business context;
3. Describe the communication process model and explain how social media are
changing the nature of business communication;
4. Define ethics, and explain the difference between an ethical dilemma, and ethical
lapse, and list six guidelines for making ethical communication choices;
5. Explain how cultural diversity affects business communication, and describe the
steps you can take to communicate more effectively across cultural boundaries;
6. List four general guidelines for using communication technology effectively.
Basic Communication vs. Business Communication
Figure 1.3 (page 8)
The Basic Communication
Process
This eight step model is a
simplified view of how
communication works in real
life; understanding this basic
model is vital to improving
your communication skills.
(Note that, as explained on
page 9, the social media
revolution is changing the
relationship between senders
and receivers and even the
nature of messages
themselves.)

Figure 1.4 (page 10)

Business Communication: 1.0 Versus 2.0
Business Communication 2.0 differs from conventional communication
strategies and practices in a number of significant ways. Youre probably
already an accomplished user of many new media tools, and this
experience will help you on the job.

Source: rtu.businesscommunicationnetwork.com

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Discuss the tendencies of Business Communication Process 1.0 (We talk, you listen)
and 2.0 (Lets have a conversation).
We Talk, You Listen

Lets Have a Conversation

-o0oWEEKS 3: June 23-28

Competency:
Identify appropriate business and technical terms used in business transactions
and correspondence.
Distinguish the advantages of written communication
Apply the principles in writing business letters
Topic:
Commonly used business terms, and phrases
Pros and Cons of Written Communication
Meta communication
PART 4. Understanding Business Communication Concepts in Todays Workplace
Familiarize yourself with the following words that are commonly used in business.
Key Terms
Meaning
audience-centered
approach
Business
Communication 2.0
code of ethics
communication
channels
communication
medium
communication
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copyright
cultural competency
cultural context
culture
decoding
diversity
encoding
ethical
communication
ethical dilemma
ethical lapse
ethnocentrism
etiquette
feedback
high-context culture
information
overload
low-context culture
message
professionalism
social
communication
model
stakeholders
stealth marketing
stereotyping
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transparency
Web 2.0
Source: rtu.businesscommunicationnetwork.com
PART 4. EFFECTIVE BUSINESS WRITING:
TOP PRINCIPLES AND TECHNIQUES
Indeed, communication is the soul of any business.
It serves as both the content and channel for ones decisions, ideas, tasks, solutions, plans,
and need to belong and solidify your sense of culture and self. In fact, a Towers Watson
study attests that companies that communicate with courage, innovation, and discipline
are more effective at engaging employees and producing ideal business outcomes.
One type of communication that is used almost everyday in the corporate world is
business writing: from emails, memos, new policies and instructions to huge client
presentations, research and development, and marketing campaigns. Even profit-making
and nonprofit organizations in the field of aeronautics, according to a survey by the
National Aeronautics and Space Administration (NASA), are into communication the
whole time. It says respondents use more than one third of their work time conveying
information to others another one third working with technical information sent to them
by others
Fundamentally, poor business writing is costly and leads to disastrous events. A Los
Angeles Business journal article explained that billions of dollars are lost due to
insufficient writing skills among business people. It happens, for example, when a
customer does not understand the email, marketing tool, or proposal by a company
because of wrong grammar or awkward style and tone. The article adds that customers
encountering poorly written materials might form an undesirable impression of how a
company runs its business.
This post is a part of a series of guides on business writing. In this part, we will tackle:
Definition of Business Writing
Advantages and Disadvantages of Written Communication
Elements to Consider Before Writing A Business Document
Grammar and Language in Business Writing
Source: englishgrammar.org

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1.

What is business writing?

Business Writing is a type of written communication, usually with standard structure

and style. According to the Capella University, it addresses the needs of specific
audiences and has prose and lists for a particular topic that concerns business.
Paraphrase below.

2.

What are the advantages and disadvantages of written communication?

The Inc Magazine website details what makes written communication work...and worse:
Pros
1. written messages do not have to be delivered on the spur of the moment; they
can be edited and revised several times before they are sent so that the content
can be shaped to maximum effect
2. written communication provides a permanent record of the messages and can be
saved for later study
3. written forms of communication also enable recipients to take more time in
reviewing the message and providing appropriate feedback
4. written forms of communication are often considered more appropriate for
complex business messages that include important facts and figures
5. good writing skills often lead to increased customer/client satisfaction;
improved inter-organizational efficiency; and enhanced image in the
community and industry
Cons
1. the sender of written communication does not generally receive immediate feedback to
his or her message; this can be a source of frustration and uncertainty in business
situations in which a swift response is desired
2. written messages often take more time to compose, both because of their informationpacked nature and the difficulty that many individuals have in composing such
correspondence

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What do you remember?

Advantages

Disadvantages

How do we prevent such disadvantages?

To prevent such disadvantages, there are principles and techniques that people can apply.
Consider the suggestions below.
Elements to Consider Before Writing A Business Document
1) The Purpose. This will serve as the direction, the reference, and the path of your
details. This will set the tone, the style, and structure of your letter. This is your message
and your goal. Defining your purpose will set things right at the very beginning. For
example, if your purpose is to excite and invite the employees to join the annual talent
contest of the company as a team-building effort, you cannot bore them with long
paragraphs explaining how the activity will help boost their productivity, write too formal
sentences, or use heavy office or work jargon. The purpose tells you to keep your lines
light yet still professional, use bullets, and add an exclamation point or two at the end of
the memo.
To determine how the document will appear, it is only critical to ask yourself first if your
purpose is:
to inform
to persuade
to argue
to invite
to confirm information
to make an inquiry
to ask for approval
to reject or approve
to propose or suggest
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2) The Audience. Another significant step in order to make an impact on your audience is
to know them. For example, if you simply send a letter to employees about attending a
conference on a Sunday and reiterating that it is a requirement, a portion of your
workforce might resume to work with worries in their heads because they have religious
obligations to meet on Sundays. If you can tailor your letter without touching any
religion, culture or sensitive issue in an uncomfortable way, work would be much
smoother and solidarity among the people will remain intact.
Here are methods you can take to know your audience better:

If you are sending an external communication to a company, determine its vision,

its mission, its accomplishments and goals. If your letter reflects these things, the
company would realize that you care both for its objectives and its situation.
Gather these data using the companys website, social media networks, and other
corporate paraphernalia.
If you are sending a proposal to an individual, know his/her preferences, pain,
problem or wants. If you can answer one or two of them in your letter (sales,
marketing, proposal, etc), it will make your document more interesting and more
memorable. You can also take a look at the companys communication style
through its public documents and press releases. This way, you know how you
should convey your message to them. A Business Insider article suggests the
following guide questions as you develop your writing:
1.
2.
3.
4.
5.
6.
7.
8.
9.

Why does the reader care?

How does the reader benefit?
What should the reader do?
When should the reader do it?
What happens if the reader does take action?
What happens if the reader doesnt take action?
Who else will benefit?
Why?
Where does the reader go for more information?

Grammar and Language in Business Writing

iFixit CEO Kylie Wins, in his controversial post at the Harvard Business Review blog,
claims that grammar signifies more than just a persons ability to remember high school
English. Ive found that people who make fewer mistakes on a grammar test also make
fewer mistakes when they are doing something completely unrelated to writing like
stocking shelves or labeling parts. He furthers that in his company where programming,
like writing, is crucial, the devils in the details. In fact, when it comes to my whole
business, details are everything. I hire people who care about those details. For clients or
partners, language may echo a companys competence, culture, openness to development,
and way of treating business. Hence, there is a need to prevent grammatical errors and
inappropriate writing in business communication.

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On words, phrases, and sentences

The book Effective Business Communication, by Ronnie Bouing, suggests that
complex and general nouns and wordy lines should be avoided. There should be less
jargonunless it is a technical documentand more specific words and brief yet strong
phrases. Lets take a look at his examples:
instead of wealthy business person, use tycoon.
not business prosperity, but boom
not consensus of opinion, but consensus
not kind consideration, but kindness or consideration
not as a result of, but because
not at the present time, but now
The Miami University presents the following pointers:

Turn nouns into verbs: Instead of We would like to make a recommendation

that... say We recommend that... - Refrain from overusing it is and there
are: Not It is imperative that we examine this... but We examine... - Avoid
the use of fancy terms and stick to simple ones: Not utilize but use.
Be cautious with pronoun reference. For example, to which is this referring to
in this sentence This is the reason behind the companys restructuring. If this is
placed at the end of the paragraph, anything in your previous sentences can serve
as a reason. Be as definite and as clear as possible.

Here are other tips for better business writing:

1. Use the active voice instead of the passive voice to sound more assertive and
powerful. For example, not The report was submitted by the team lead to the
CEO, but The team lead submitted the reports to the CEO.
2. For the tone, the Purdue University emphasizes the need to be confident,
sincere and courteous. Its example suggests that instead of saying You must
agree that I am qualified for the position, write My qualifications in the areas
of accounting and customer service meet your job requirements.
3. The Purdue University also explains how to apply parallelism in professional
writing. For example, if a series of items starts with a verb, the rest of the lines
should start with a verb as well: duties: analyze data; call clients; write
reports

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Image source
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The
University
Graziado
School
of Business
and and
Management
lists the
ThePepperdine
Pepperdine
University
Graziado
School
of Business
Management
lists the action words one
action
words one
can use in professional writing:
professional
writing:
Achieve
Acquire
Adapt
Address
Advance
Advise
Advocate
Analyze
Apply
Appoint
Arbitrate

Coordinate Exceed
Correct
Execute
Counsel
Exhibit
Craft
Expand
Create
Expedite
Critique
Experiment
Decrease
Export
Define
Facilitate
Delegate
Finalize
Deliver
Finance
Demonstrate Forge

Architect
Deploy
Arrange
Design
Ascertain Detail
Assemble
Detect
Brief
Discover
Budget
Dispense
Build
Display
Calculate Distribute
Capture
Diversify
Catalog
Divert
Champion Document

Judge
Justify
Launch
Lead
Lecture
License
Listen
Locate
Maintain
Manage
Manipulate

Prepare
Review
Prescribe Revise
Present
Revitalize
Preside
Satisfy
Process
Schedule
Procure
Secure
Program Select
Progress Separate
Project
Serve
Project
Manager
Promote Simplify

Form
Manufacture Propose Sold
Formalize
Map
Prospect Solidify
Formulate
Market
Provide
Solve
Found
Mastermind Publicize Specify
Halt
Modify
Rate
Structure
Head
Monitor
Realign
Succeed
Hire
Motivate
Rebuild
Suggest
Honor
Navigate
Recapture Summarize
Hypothesize Negotiate
Receive
Supervise
Identify
Nominate
Recognize Supply
Illustrate
Normalize
Recommend Support

On overall grammar editing

The Harvard Business Publishing details ways to edit grammar and mechanics:
The Harvard Business Publishing details ways to edit grammar and mechanics:

1) Revise lengthy titles: Instead of Bob Smith, Vice President for Corporate
Communications and Government Relations, write spokesperson Bob Smith

1) Revise lengthy titles: Instead of Bob Smith, Vice President for Corporate Communications and
Government
Relations,
spokesperson
Bob Smith
2)
Be keen with
obvious write
points:
Instead of Obviously,
this means we will need to raise

prices, which could reduce sales, prefer Our need to raise prices could reduce sales.

2) Be keen with obvious points: Instead of Obviously, this means we will need to raise prices, which
could
reduce
sales,
prefer
Ourconvert
need tothem
raiseinto
prices
could reduce
3)
Instead
of using
of
phrases,
possessives.
Forsales.
example, change the

success of the company to the companys success.

3) Instead of using of phrases, convert them into possessives. For example, change the success of the
company
to the companys success.
On
formatting

The Harvard Business Publishing describes the graphical elements one should consider
when developing a business document:
Headings and bullets Headings are used to underscore the main points, form white

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space, and make it easy for readers to scan the document. Bullets, on the other hand, are
often for series of items. They are useful because a huge volume of data can be converted
into small, digestible bites, making the reading experience smooth and the paper easier
to navigate.
Tables These are used when subjects or options are being compared or contrasted to
one another. These tools will avoid the repetition of the company names and categories
throughout the text. There would be less words because the data no longer needs
extensive explanation.
Maps, flowcharts, and diagrams These are for more complex data or connections of
data that text alone can no longer detail substantially. These also aid in presentations,
saving more time and other resources.
Bold face and italics To emphasize specific points to readers, you can put the words in
boldface or in italics.
On using sources
The Miami University gives pointers for acknowledging sources in business documents,
especially those that present proposals:
a) Readers should be able to identify sources. State full URLs, names of websites, and
authors names using a consistent citation method.
b) Avoid using direct quotes and instead paraphrase them or state them in your own
words. This will also give the impression that you have a solid grasp of the evidence for
your proposals.
c) Provide explanation for outside materials so readers will not come up with an
interpretation that is different from yours.
d) Use only persuasive and credible sources. This will make your document more reliable
and convincing.
On content development and organization of ideas
Ideas in your business should flow in a logical manner to keep the whole discussion
smooth and all thoughts cohesive. The Purdue University has guide questions for
reviewing professional papers
Does your document begin by explaining your point and forecasting the communications
main ideas? Your introduction should answer these three questions from the perspective
of the reader:
1. What is this?
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2. Why am I getting it?

3. What do you want me to do? Does your communication proceed in a logical
and organized way, moving from general to specific information? Is
information arranged in order of importance to your audience? Is similar
information kept together? Is each section organized around only one main
idea? Do key sentences begin each paragraph?
For content development, you can ask the following as you re-check your content:
Do you provide enough background information for the message? Have you included
specific examples, numbers, dates, names and percentages to support your claims? Do
you have graphics (charts, graphs, diagrams, and tables) where appropriate? Have you
eliminated unnecessary and/or obvious information to your audience?

3.

Explain each of the elements to consider before writing a business document

below.

Purpose

Audience
Grammar and
language
On formatting

On using sources

4.

The following are the purposes in writing a business document. Kindly give an
example of a document that corresponds to each. (The first one is done for you;
you may add more.)
To inform

Memorandum, Circular

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To persuade
To argue
To invite
To confirm
information
To make an inquiry
To ask for approval
To reject or approve
To propose or
suggest

PART 5. GRAMMAR CHECK-UP

Remember: Use the active voice in writing.
Answer the exercises below to master how to construct active and passive sentences.
Tense
ACTIVE to PASSIVE
SIMPLE TENSES
The team leader submits the
The report is submitted to the CEO by the
Present
report to the CEO.
team leader.
Past

The team leader submitted

the report to the CEO.

Future

The team leader will submit

the report to the CEO.
PERFECT TENSES

Present

The team leader has

submitted the report to the
CEO.

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Past

The team leader had

submitted the report to the
CEO.

Future

The team leader will have

submitted the report to the
CEO.
PROGRESSIVE TENSES

Present

The team leader is submitting

the report to the CEO.

Past

The team leader was

submitting the report to the
CEO.

Future

The team leader will be

submitting the report to the
CEO.
PERFECT-PROGRESSIVE TENSES

Present

The team leader has been

submitting the report to the
CEO.

Past

The team leader had been

submitting the report to the
CEO.

Future

The team leader will have

been submitting the report to
the CEO.

From Passive to Active

Tense
Present
Past
Future

PASSIVE

ACTIVE

SIMPLE TENSES
The report from the team
The CEO receives the report from the team
leader is received by the
leader.
CEO.
The report from the team
leader was received by the
CEO.
The report from the team

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leader will be received by the

CEO.
PERFECT TENSES
Present

The report from the team

leader has been received by
the CEO.

Past

The report from the team

leader had been received by
the CEO.

Future

The report from the team

leader will have been
received by the CEO.
PROGRESSIVE TENSES

Present

The report from the team

leader is being received by
the CEO.

Past

The report from the team

leader was being received by
the CEO.

Future

The report from the team

leader will be being received
by the CEO.
PERFECT-PROGRESSIVE TENSES

Present

The report from the team

leader has been being
received by the CEO.

Past

The report from the team

leader had been being
received by the CEO.

Future

The report from the team

leader will have been being
received by the CEO.

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PART 6. IMPROVING THE TONE OF YOUR WRITING

Negative/ Positive Tone
When writing business correspondence we must consider how the message will make the
reader feel. For example, it is easier to hear the word yes than to hear the word no. It is
easier to hear a complaint if it is written in a way that expresses concern. The words you
choose when writing the message sets the tone of the message.
The tone of the message can have a huge impact on how the receiver responds to the
message. When you must say no, or other wise deliver an unpleasant message, choose to
use positive words instead of using negative words in the message. When possible, create
and deliver a positive feeling about the reader, even if the message will have a negative
impact. (Only use negative words when sending repeated messages in which positive
words have not gotten the desired reaction.)
In business correspondence, it is important to project a positive company image and
always be concerned with satisfying the customers. Always remember to set the tone of
messages you send by showing consideration to the reader and by carefully choosing
your words. You should start with a positive tone at the beginning of a letter and continue
with that positive tone throughout the letter.
When we speak face-to-face with someone, we usually speak by carefully choosing
positive words because it makes us uncomfortable to see an expression of displeasure on
the face of the person we are speaking with. When writing, it is easier to forget about the
reader because he or she is invisible to us. Always make it a point to consider the way
your message will make the reader feel. Always choose words that will cause the least
resistance, thus promoting a more positive image of the company.
It is not always easy to think of positive ways to write an unpleasant message. Sometimes
the tone of the message can be written more positively by using the subjunctive mood.
The subjunctive mood, which is used to express hypothetical conditions and to express
wishes, creates a positive tone in an otherwise negative message. When writing a
message using the subjunctive mood you will use conditional expressions such as, I wish,
as if, could, would, and might. Your goal when using the subjunctive mood is not to
change the message, but to use a more diplomatic approach to say the same thing. Use
positive words that say what could or would be done if... instead of what cannot be done
and of the pleasant instead of the unpleasant.

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Look at the following examples of using the subjunctive mood:

Negative
Subjunctive Mood
We cannot send the items
If the items were available,
you requested because they
we would send them to you.
are not available.
I cannot speak at your event I would speak at your event
because I have something if I did not have something
else scheduled on that day.
else scheduled on that day.
I
cannot
accept
the I wish I could accept the
recommendation.
recommendation.
Remember that choosing positive words helps to create a positive impression. Some
words possess positive qualities while other words possess negative qualities. Even when
we must write a negative statement, the tone of the message is set by the words we
choose. The goal is to use a positive tone when writing a negative statement. Notice how
the following examples say basically the same thing but make the reader feel differently,
because of the tone:
Positive
It is our pleasure
Please let us know
Your order will be shipped as soon
as possible
Source: www.compuhigh.com

Negative
It is our duty/responsibility
You failed to let us know
Your order will not be shipped
until later

Adapting Tone for Specific Types of Business Writing

In addition to the general guidelines outlined above, it is important to point out that we
use a slightly different tone depending on the type of business correspondence we are
writing. Below are some examples of the appropriate tone to use in particular kinds of
business writing:
1.
2.
3.
4.
5.
6.

Awarding a promotionappreciative, enthusiastic

Applying for a job positionenthusiastic, confident
Denying a requestregretful, courteous
Rejecting a job applicantthankful, regretful
Declining a job offerappreciative, regretful
Apologizing to a customer for a mistakehumble, appreciative to the person
for being a client, confident that the mistake will be remedied
7. Apologizing to a customer; unable to correct the mistakehumble,
appreciative, regretful that the mistake can not be remedied
8. Reprimanding an employeefirm but courteous (address the issue; don't attack
the individual)

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Other examples:
Not:
But:

Because of recent declines in profits, no one will be getting a Christmas bonus this year.
Unfortunately, due to the decrease in sales this year, we will not be awarding Christmas bonuses this
to thank you, as always, for your outstanding performance as a top-notch employee, and we cordially
holiday party.

Not:
But:

This letter is to inform you that you will attend the upcoming mandatory meeting
We appreciate your attendance at the upcoming mandatory meeting.

Not:
You did not assemble the parts correctly, and so the product is malfunctioning.
But:
The product may not work correctly if any errors occur during assembly.
Source: www.writeexpress.com
Avoid the following:
Some common business euphemisms are:
take under advisement - consider
consultant - an advisor
downward adjustment - corporate double talk for a reduction
erroneous report corporate double talk for a lie
prevaricate - to lie
reverse engineering - corporate double talk for copy
slack fill - corporate double talk for partially empty

Avoid tautologies- Tautologies are usually two or three words in a sentence that say the
same thing twice. An example could be new innovation or advance planning.
Some other common business tautologies to avoid are:
Very unique
To reiterate again
First priority
Close proximity
In my opinion, I think that...
The reason is because
Joint cooperation
One after the other in succession
Necessary requirement
Source: www.writechoiceforyou.com

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Business Communication and Correspondence

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Rewrite the expressions on the left column to communicate a more positive tone in
your writing. (The first item is done for you as your guide.)
Negative Tone
Positive Tone
You must agree that I am
very qualified for the
position.

My qualifications in the areas of accounting and

customer service meet your job requirements.

Your order has not been

shipped because we don not
have the item you ordered in
stock.
You failed to respond to our
request.
We cannot give you a loan
because you have a bad
credit rating.
We will not be able to finish
the job until construction on
the building is finished.
I cannot come to the meeting
because I have another
appointment at that time.
We cannot accept the report
because you did not submit
the reference page.
It is our duty to provide
information to you.
I will not speak at your
conference because my
schedule is too full.
Source: www.compuhigh.com

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WEEK 4: June 30-July 5

PART 7. PARALELLISM IN PROFESSIONAL WRITING
How do I make my Writing Parallel?
Parallel constructions result from repetition of a particular part of speech--for example, an
article, a noun, a subordinating conjunction, a helping verb, an infinitive. An article or
preposition before items of a series must either be used with only the first item or
repeated before every item. However, often the repetition makes the parallel structure
clearer and adds emphasis. To see how this repetition works, study the sentences
following, first in an incorrect form, then in a correct one:
Incorrect: I suggest that greater emphasis be placed on learning the function rather than
on the accomplishment of routine tasks.
Correct: I suggest that greater emphasis be placed on learning the function rather than on
accomplishing routine tasks.
Although both sentences use prepositional phrases, the objects of the prepositions are a
gerund (-ing verb form) and a noun in the incorrect sentences; in the correct sentence,
both objects are nouns.
Incorrect: First, we will check our files for current periodicals and papers on the most
recent developments in documentation. Then our staff will be consulted on which
implementation method would best suit your company.
Correct: First, we will check our files for current periodicals and papers on the most
recent developments in documentation. Then we will consult our staff on which
implementation method would best suit your company.
Now both steps are written in active voice and receive equal emphasis.
Incorrect: Each room is fully carpeted, air conditioned, padded chairs, and a speaker's
podium.
Correct: Each room has carpeting, air conditioning, padded chairs, and a speaker's
podium.
This series is now a listing of nouns rather than a mixture of adjectives and nouns.
You can achieve parallel structure in your own writing through awareness of the need and
through practice. Why not take time to work through the following exercises on parallel
structure? I wish you success when doing them and when using parallel structure in your
business letters and reports.

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Business Communication and Correspondence

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Read each exercise below. Decide weather or not parallel structure has been used
correctly. If the example is correct, but a "C" in the blank. If it is incorrect, put an
"X."
1. _____A Bachelor of Arts degree in Plant Protection, work experience in
agriculture sales or working with people, and my farming background enable me
to be qualified to be a productive member of Monsanto's sales staff.
2. _____The fabric must be washed in cold water, line dried, and pressed with a cool
iron.
3. _____Salesperson
*Developed rapport with customers
*Persuaded customers with selling techniques
*Counseled customers concerning purchases
*Arranged areas in department
*Responsible for closing registers, accounting for money
4. _____Whether it be foreclosing a sale in Chinese, bidding a price to Chile in
Spanish, hedging a sale at the Board of Trade or completing the international
accounting work, I have the educational background to fill this position and
make a contribution to Continental's success.
5. _____Come to the meeting prepared to take notes and with some questions to ask.
6. _____The schedule is as follows:
Week 1. Research of other pamphlets and interviews with cross-country skiers.
Week 2. Read books and magazines and begin to compile information into a
report.
Week 3. Final report prepared and sent to printer.
7. _____We have completed work on the report on schedule. The first week we
reviewed our files and researched turf literature to review methods of turfgrass
establishment. The second week an on-site analysis of your lawn was conducted
to check for micro-climates which may influence turfgrass establishment.
8. _____Clean-up Procedure:
-Put spray equipment away.
-Applicator is then to shower and put on clean clothes.
-Soiled clothes are to be put in a plastic bag and put into the hamper that is for
pesticide soiled clothing.
9. _____I was involved in making research technique decisions, in measuring the
market for particular products, helped develop ideas for new products, and
worked with research and design department to produce models of new
products.
10. _____Imagine...
yourself behind the wheel of a sporty, sleek, new car as you cruise down the highway,
yourself receiving envious stares from friends and strangers as you flash by on your
way to work or play,
yourself reclining in the luxurious bucket seats, listening to the AM/FM radio, shifting
the five-speed transmission as you travel the country,
yourself accelerating from a dead stop with all the power that a 1.4 liter engine can
offer,
yourself owning a car with all the above qualities and great gas mileage as well.
Source: www.snc.edu

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Business Communication and Correspondence

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MODULE MT-1

Correct the nonparallel elements in the following sentences:

INCORRECT
1. She was healthy, wealthy, and a
regular reader of my column.

ANSWER
She was a healthy young woman, a wealthy person,
and a regular reader of my column.

2. He was handsome, brave, and

the sort of person who would do
anything for you.
3. The Budget Information System
is a query system, the database is
small, and we need to recognize the
fact that the response time is
unacceptably long.

4. Declining trees have a higher

probability of branch failures and
of dying prematurely.
5. In the facility construction stage,
trees are often wounded by
trenching, blacktopping, changing
the grade, and heavy machinery.
6. Recreation users inflict many
wounds by pounding nails into
trees, lantern burns, and damaging
their roots with vehicles and heavy
equipment.

7. Declaring sustainability as a goal

is one thing; putting it into
operation has been an elusive goal.
8. The room was beautiful, the
service impeccable, and I've never
tasted better food in my entire life.

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9. You are not only responsible for

organizing the conference, but we
also want you to introduce the
keynote speaker.
10. To assess your effectiveness as
a writer, consider whether your
writing:
1. Conveys your message with
clarity, emphasis, precision, and
style.
2. Uses variety in sentence
structure for good stylistic effect.
3. Provides organized, coherent,
logical, insightful development of
the subject.
4. Supports your main points with
specific, detailed, compelling
examples and illustrations.
5. You commit no significant
errors in grammar, usage, spelling,
and punctuation.
Source: www.wilbers.com
PART 8. MOST COMMONLY USED BUSINESS TERMS
Look for the meaning of the following business terms:
Business Terms

Meaning
COMPANY STRUCTURE

accounts department
AGM (UK)
board of directors
director

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executive officer
headquarters
manager
managing director
marketing
department
organization chart
personnel
department
president
production
department
purchasing
department
R & D (Research
and Development)
reception
sales department
shareholder
vice president
EMPLOYMENT
bonus
CV (curriculum
vitae)
dismiss
employer
fire
interview

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make redundant
maternity leave
notice
perk
personnel
personnel officer
promotion
prospects
recruit
resign
retire
salary
staff
take on
ADVERTISING
ad
advertisement
advertising agency
AIDA
benefit
billboard (US)
circulation

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classified ads
commercial
coupon
double-page spread
eye-catcher (US)
features
hoarding
poster
prime time
promote
slot
target
USP (Unique Selling
Proposition)
BANKING
balance
bank charges
branch
checkbook (US)
check (US)
credit
credit card
current account
debit
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MODULE MT-1

deposit account
fill in (UK)
interest
loan
overdraft
pay in
payee
paying-in slip
standing order
statement
withdraw
www.englishclub.com

PART 9. COMMON PHRASES FOR BUSINESS LETTER

Request for information
I am writing to inquire about . . .
I am writing in reference to . . .
I read/heard . . . and would like to know . . .
Could you please send me . . .at the address below/above
Thank you for your assistance.
I look forward to hearing from you.
Response to request
Thank you for your interest/inquiry
Enclosed is the information you requested.
You can learn more about this at . . .
If you have further questions,
If you require assistance, please contact:
If I can be of more help, please feel free to contact me at . . .
Sample Sentences: Requests
Could you please send me your most recent brochure?
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Could you fax me the results of the market survey?

I would like to order ten copies of the book, Touchy Situations.
I would be very grateful if you could send me this information.
Please return the enclosed envelope with your payment.
Sample Sentences: Goodwill
Thank you for your hospitality.
I enjoyed having lunch with you last week while I was in New York.
Congratulations on your promotion to General Manager.
I want(ed) to congratulate you on your new position.
I was happy to hear that contract negotiations went well.
Sample Sentences: Introduction of Product/Service.
I am writing to tell you about . . .
(Our new product) is coming out next month.
This product/service is designed to (help you) . . .
Sample Sentences: Reference
I am writing in regard to . . .
I am writing in reference to . . .
Please refer to the enclosed invoice/brochure.
I hope you have had a chance to look over the materials we sent.
Sample Sentences: Confirmation
I am writing to confirm . . .
I would like to confirm what we discussed last Friday.
I would just like to confirm the main points we discussed . . .
Sample Sentences: Notification
I am writing to let you know that . . .
Please be aware/informed that . . .
I would like to inform you of a recent policy change.
I am happy to inform you that . . .
Your request for funding has been approved.
Sample Sentences: Offering Assistance
We would be happy to . . .
If we can be of assistance, please don't hesitate to ask.
Sample Sentences: Collection
According to our records . . .
Our records show that . . .
Your monthly installment is past due.
Please send payment as soon as possible.
Source: www.elsgold.com

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Business Communication and Correspondence

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MODULE MT-1

Using the phrases above, write an introductory paragraph about the following
situations.
1. You plan to enroll for your MBA in the Asian Institute of Management, and you
are requesting for the qualifications and documents needed for admission because
their website is inaccessible.

2. Asian Institute of Management now responded enumerating the qualifications and

documents as follows:
a. Transcript of Records
b. Certificate of Employment
c. Filled-out application form from the website with a 2x2 picture
d. Curriculum Vitae
e. Certification from the different institutions
Write your response below assuming you will be attaching the documents above.

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3. You received a response from the Asian Institute of Management saying that you
have been admitted for the course but you have to take the entrance examination;
the letter did not contain when the examination would be.

4. You have taken your examination and you would like to know the result.

-end-

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