Inter office written communication


Published on

Published in: Education, Technology, Business
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Inter office written communication

  1. 1. Inter-OfficeWritten Communication A Presentation by Rajiv Bajaj
  2. 2. Internal CommunicationLarge business organisations can be spread over various branches and departments, as well as geographicallyThe larger the size, the more is the level of internal communication taking place
  3. 3. Internal communication includes face-to-face, telephonic, letters, emails, faxes and instant messaging from –1. One department to another2. Employees to the manager and vice versa3. One branch to another4. Branch to the controlling office5. Sales personnel to field staff etc
  4. 4. Type of medium used would depend on the situation, importance and urgencyWritten communication, however, has certain distinct advantages
  5. 5. 1. It creates a record of the message2. It facilitates subsequent reference3. The reader gets an opportunity to read at a convenient time4. It offers greater clarity to the messages5. It is possible to include as annexures all information and data related to the message
  6. 6. Letters Within The OrganisationMay be personal or generalLetters to staff may convey –Benefit LossPunishment AppreciationConcern Progress or Setbacks
  7. 7. These letters can invoke strong sentiments among the staff, such as –Joy AngerHurt ApprehensionDisillusionmentor Disappointment etc
  8. 8. These letters relate to human issuesLetter writer should be conscious of the likely reaction of the readerConsiderate and appropriate tone, intensity and modulation should be usedLet us look at some of the common types of internal letters
  9. 9. CircularsA written communication addressed to a circle of persons, customers etcMay cover a notice, advertisement etcProcess of sending circulars is known as circularizingCirculars are means of sending specific, subject-related instructions
  10. 10. Circulars’ contents are expected to be mandatorily followedThey are in the nature of instructions and guidelinesAre of a permanent nature, of long-term relevance; may be modified as and when instructions need to be revisedCan be general for the whole organisation, or concerning a particular department, or for customers only
  11. 11. MemosMemo is a shorter form of the word MemorandumIt is a note to help the memory or a record of events, etc, for future use or recordsCan also be described as an informal letter without signature
  12. 12. However, it has become common practice these days to sign a memoMemos cover events and developments within the organisationMemos’ contents are meant to be notedThey are generally informatory in nature
  13. 13. They are generally of short-term relevanceThese are addressed to specific individuals only
  14. 14. Maximising Use of Circulars & MemosCirculars & Memos contain vital details of relevance on functional areasMay need to be referred to frequently by the staffShould be carefully indexed, filed and preservedShould be readily traceable when required
  15. 15. Should be carefully drafted, bearing in mind the 7 C’s of communicationUnderlying principle of adaptation to the reader must be followedEnsure that copies reach all concerned well in time so that there is no communication gap
  16. 16. Sometimes circulars refer to previous communication on the subjectThis may make it difficult for the user to followWhenever such a circular is drafted, it should, as far as possible, be comprehensive in natureReader should be able to understand contents without having to refer to the previous communication, and to facilitate ease of reference
  17. 17. Drafting of circulars & memos calls for good communication skillsAll relevant facts and figures should be covered in an organised mannerWherever necessary, illustrations and examples should be given as annexuresIndifferently drafted communication may create confusion - may necessitate further clarifications being sought
  18. 18. A clear-cut circular or memo makes things easier at all levelsDo not forget the basic need for adaptation and the 7 C’s!
  19. 19. Writing Without HurtingOne needs to remember that we are all human beings, regardless of what level one is working in the organisationManagers may often have to write to staff to convey displeasure and punishment etcIt is very important and essential to ensure that the tone and language that is used in the letter is not hurtful to the reader
  20. 20. Avoiding Being HurtfulOne must choose the words very carefullyLetters can be stern, strongly worded, or candid, but they need not be hurtfulEven if being written to highlight deficiencies that are work related, they should not deliberately be hurtful, humiliating or denigrating to the addressee
  21. 21. Such letters may cause damage to an otherwise cordial relationship built up over the yearsEven if regret is expressed later, the feeling of hurt lingersSometimes, it can hurt the ego of the person, resulting in both parties hardening their stand on any issueOnce the words are out, the damage is done
  22. 22. Never Write When AngryAnger is an emotional state that is not normalIt hampers logical reasoning and brings out words that are generally harsh and hurtfulAny letter written in anger is likely to damage relationships and goodwill
  23. 23. Anger, however, is a passing phaseIt subsides after a whileLet the anger subside before resorting to any communication – written or otherwiseVery often, we fail to see reason when we are angry
  24. 24. However, when we calm down and review the situation, we may find ourselves to be more tolerant and accommodatingAnything written in anger cannot be undone laterIt is always better to write once the anger has subsided.
  25. 25. Use Tact & CourtesySaying no without hurting the feelings of the receiver is also an artEvery communication requires a good measure of tact and courtesyWhenever saying no to someone, provide a proper reason for declining the request, so as to remove any lingering doubts in the mind of the reader
  26. 26. The communication should be polite, but firm, and should not say ‘no’ in a blunt mannerAs far as possible, any unfavourable decision should be conveyed promptly - delay adds to the anxiety in the receiver’s mind, which should be avoidedWhenever possible, suggest what addressee can do in order to get a positive or favourable response
  27. 27. Thank You.Questions ?