Basic Skills

For
Business English
 Business Correspondence

Communication
Oral Writing

Tele Conversation Fax

Meeting E-mail
Interviews Letter
Presentation Memos
Reports
Message
Notes
Telegram
Exercise

1. Write something to a friend

2. Read what your partner wrote and

write your comments
 The planning process involves 3 main steps:

1) Purpose: The reason beyond writing this letter as well as the

information that the reader should know.

2) Audience: Who will read this?

What is the relationship between me & the receiver?
What does the receiver know?
What are the receivers interests?

3) Content: What information do I need to share?

What information is not necessary to share?
 Exercise

Discuss the questions

The planning process will then help you determine

The tone you should use in your correspondence: formal or informal

The written media you should use: letter, Fax, memo, or e-mail

The order in which the information should be presented

 Exercise
The reason for writing is clear for the reader?
Strongly agree agree disagree

The requested action is clear from the reader?

Strongly agree agree disagree

The tone and language used is professional?

Strongly agree agree disagree

Did the reader get a correct feedback?

Strongly agree agree disagree

The content is organized and understood?

Strongly agree agree disagree
 Get to the point

-Readers will expect you to answer the question, so what is your

point? early in the document, regardless of the type of document
they are reading.

-Preview your main idea so that readers will know what to expect.

-Even when delivering bad news, it is best to state the main point
early in the document.
 Here is an example of a hidden main point in requesting employment
verification.
Dear Personnel Director:
On March 27, I received a Phone call from Mrs. Karen from New York, who
Was once a data entry clerk in your Ohio office. She was under the direct
supervision Of.....

Here is the same example rewritten so that the main point is clear.

Dear Personnel Director:

Would you verify the employment of Mrs. Karen? She was a data entry
clerk in your Ohio office (fill in the details)
 Keep it simple

- Do not feel compelled to use bigger words or more complex

sentences to build credibility with your audience.

- The main reasons to avoid such an approach are:

a) You might be perceived as a con artist or.

b) Your message might become confusing.

Organization
- The first step to organizing is to group like information together.

- Next, consider the reaction you are likely to get from your reader.
Effective Business writing

1st = Introduction

2nd = Body (Request)

3rd = Conclusion (Action)

4th = P.S ( If you need to write anything)

 Business Correspondence
Style Elements

Keep the following in mind when you write and revise your
business correspondence

1-State the purpose: from the first sentence the reader must know
the purpose.

2-Reference your reply: in a letter or a memo put a subject and date

in the first sentence.
3-Keep the paragraphs short: make it easier for the reader.

4-Divide your letter: dont deal with two segment of discussion at the
same time.

5-Provide topic indicators for each paragraph: from the beginning

of the paragraph the reader must knew what is it about
 Business Correspondence
Style Elements (2)

6-Place important information strategically: important information is

placed in highly visible points.

7-Be Tactful: in business correspondence dont use negative words

even if you are right.

8-Focus on the recipients needs: when talking about positive

information use You-attitude" and when talking about negative
information use We/I -attitude.

9-Use a simple, direct, and polite style: use simple language.

10-End your letter with a request for action: make it clear for the
reader what do u want him to do ( dont use as soon as possible for
dates)
 Letter layout

Company letterhead / heading: if there is no letterhead write the

company's name and address on the top

Date: Jan 30,2008 or 30 Jan 2008 or 2008 01 30

Recipient's address block: Recipients name/ Title / Company / Full

mailing address.

Subject line: the subject line announces the topic of the letter and
can replace the salutation (usually bolded or underlined)

Salutation: use the persons name (Dear Mr. Ahmed / Mr. Ahmed)
 Special Situation

If you do not know the name:

Dear Sir or Madam/ Dear Title

If you are addressing a group:

Dear Ladies/Gentlemen/ladies and gentlemen/Colleagues/Team

If you do not know the gender of the person:

Dear C. ------

If you are addressing a woman whose marital status is unknown:

Dear Ms. ------

 Letter layout(2)

Body: the message you are writing it is usually two to three

paragraphs each paragraph from 5 to 6 lines.

Closing: Sincerely or Sincerely Yours or Best Regards.

Signature block: This includes your name and address

leave 4 lines after the closing for the signature block

End notation: optional its below the signature

 Letter Format

Traditional Style:
The date, close, and signature are tabbed to the right
Each paragraph is indented five spaces
Punctuation can be closed (included in the address, date, salutation and
closing)

Block Style:
Every line begins at the margin, including the date, closing and signature
Punctuation is open (no punctuation except in the body of the letter)

Semi Block Style:

Each line begins at the margin.
Date, close and signature are tabbed to the right.
Punctuation may be open or closed or mixed (punctuation only after
salutation, closing, and body)
 Types of business letters

Letter of request
Use direct approach.

1st paragraph: state your request.

2nd paragraph: Give supporting details.
Closing: provide specific request for action
 Types of business letters(2)

Letter of Complaint
1st paragraph: Requested compensation. Do not
discuss the problem details.

2nd paragraph: describe the problem with dates,

names, numbers or any other documents.

3rd paragraph: explain why your request should be

granted.

Closing: suggest why it is in the recipients best

interest to grant your request. In a good way do not
threaten.
 Types of business letters(3)

Letter of Refusal
Use indirect approach.

1st paragraph: pleasant opening statement related to the

request.
2nd paragraph: bad news states the reason for refusal at the
end of the paragraph clearly.
3rd paragraph: give alternative leave hope to the reader.
Closing: the 3rd paragraph with goodwill statement.
 Fax

Usage: faxes are for external correspondence (Distance

communication)

Content: the information in the fax should be put in

context as in business letters.

Organization: 1st paragraph introduction

2nd paragraph Body (request)
3rd paragraph conclusion (action)

Language and Tone: the language of the fax is less

formal than the business letter.

Formal: faxes have a standard format.

 Memo

Usage: memos are for internal correspondence.

Content: the information in the memo is always complete you do

not have to give background information because you assume that the
reader already has a background.

Organization: 1st paragraph states the purpose

2nd paragraph presents the facts
3rd paragraph includes recommendations or actions

Language and Tone: informal level of language is used also

company jargon is allowed.

Formal: the memos have a standard format

 E-mail

E-mail allows you to reach many people at the

same time and get feedback from them all at
the same time.

E-mails

Short and Clear

Related to the Subject
Using attracting words
You can use abbreviation
 How to use the E-mail?

1- Making sure you are read: people receive a lot of messages

every day so when you send a mail use a clear subject line.

2- Organize: your message.

3- Sharing sensitive information: An E-mail message leaves a

permanent record of your message in someone elses hands. Keep in
mind when recording confidential e-mails.
Use bcc in a correct way.

4- Avoid angry reaction: never write an E-mail when you are angry
Elements of email etiquette

1) General Format

- Use a font that has a professional or neutral look.

- Try to keep the email brief (one screen length).
- Check for punctuation, spelling, and grammatical errors
- Format your email for plain text rather than HTML.
- Try to keep your line length at 80 characters or less.

When you are writing directions or want to

emphasize important points, number your
directions or bullet your main points.
 Elements of email etiquette

2) Tone
- Write in a positive tone
When you complete the report. instead of If you complete the report.

- Avoid negative words that begin with un, non, ex or that end with
less (useless, non-existent, ex-employee, undecided).

3) Attachments

When you are sending an attachment tell your respondent what the name
of the file is what program it is saved in, and the version of the program.
This file is in MSWord 2000 under the name Lab File.
 Elements of email etiquette

When your message is long!!

- Provide a table of contents on the first screen of your email.
- Create headings for each major section.
- If you require a response from the reader then be sure to
request that response in the first paragraph of your email.
- Create an elevator summary.

Delivering Bad News

Deliver the news up front:

We are unable to order new computers this quarter due to budget cuts.
Avoid blaming:
I think it will be hard to recover from this, but what can I do to help?
 Elements of email etiquette

Writing a complaint
- You should briefly state the history of the problem to provide context for
your reader.
- Explain the attempts you made previously to resolve the problem.
- Show why it is critical for the problem to be resolved by your reader.
- Offer suggestions on ways you think it can be resolved or how you are
willing to help in the matter.

E-mail Shorthand

FYI for your information YR/UR your

FYA for your amusement RECD received
MSG message RGDS regards
PlS Please WRT with regards to
U you PRES presentation
 Reports are used in:

- Information for the decision maker.

- Make recommendations.

- Convey information to know what has been done.

A good business Report must be
1- Clear to the reader.

2-Regular & simple language.

3-To the point (brief)

4-Organized.

5-Head lines.

6-Complete information.
 Report structure

Direct: starts with the conclusion then support with the data.

Indirect: start with facts and analysis then lead up with the conclusion.

Chronological: the information is better understood when organized

around time.
Problem/Solution: present a problem followed by a solution.

Cause/Effect: this format is used to explain or predict the effect of new

polices.
Spatial: present data analysis, conclusions or recommendations for
different places.
Topical: Organized information around major topics headlines should be
identified.
Compare/Contrast: Examines two or more items to choice between
them.