Written communication


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Written communication

  1. 2. <ul><li>Put it before them briefly so they will read it, </li></ul><ul><li>Clearly so they will appreciate it, </li></ul><ul><li>Picturesquely so they will remember it, </li></ul><ul><li>And, Above all, accurately so they will be guided </li></ul><ul><li>by its light. </li></ul><ul><li>-- Joseph Pultizer </li></ul>
  2. 3. Written Communication <ul><li>Everything that is put down on paper by writing comes under the purview of Written Communication. </li></ul><ul><li>Advantages </li></ul><ul><li>Disadvantages </li></ul>
  3. 4. Types <ul><li>Letter </li></ul><ul><li>Memo </li></ul><ul><li>Notice </li></ul><ul><li>Circular </li></ul><ul><li>Report </li></ul>
  4. 5. Letter Writing
  5. 6. Letter Writing <ul><li>In order to achieve the definite purpose and the intended results, the business letters written to express facts and opinions clearly, concisely, completely and correctly. </li></ul>
  6. 7. Types of Letters <ul><li>Personal (to a friend or within the family) </li></ul><ul><li>Social ( invitations, death notices, etc.) </li></ul><ul><li>Official ( from government or its corporations, etc.) </li></ul><ul><li>Business (within business environment) </li></ul><ul><li>Miscellaneous (letters to the editor, etc) </li></ul>
  7. 8. Purposes <ul><li>Giving or seeking information </li></ul><ul><li>Making or answering an enquiry </li></ul><ul><li>Placing an order </li></ul><ul><li>Demanding or refusing credit </li></ul><ul><li>Mollifying the injured feeling of a customer </li></ul><ul><li>Selling goods and services </li></ul><ul><li>Making, accepting or refusing a request </li></ul><ul><li>Making or responding to complaints </li></ul><ul><li>Creating goodwill etc., </li></ul>
  8. 9. Business Letters <ul><li>To achieve a definite purpose of your organization </li></ul><ul><li>To sustain business relationship without personal contact </li></ul><ul><li>To create a friendly relationship with another organization to produce record for subsequent references </li></ul><ul><li>To create a good impression about the writer’s firm and also of the writer himself </li></ul>
  9. 10. Importance / Advantages <ul><li>Drafting at convenience </li></ul><ul><li>Reaches far and wide </li></ul><ul><li>A record for purpose of law </li></ul><ul><li>A record for reference </li></ul><ul><li>Solidifies a business brand </li></ul><ul><li>Helps to expand business </li></ul><ul><li>Saves money in communication </li></ul><ul><li>Convenient for giving unpleasant news </li></ul>
  10. 11. Essentials of a good letter <ul><li>Correctness </li></ul><ul><li>Completeness </li></ul><ul><li>Clarity </li></ul><ul><li>Conciseness </li></ul><ul><li>Courtesy </li></ul><ul><li>Consideration </li></ul><ul><li>Concreteness </li></ul><ul><li>Convincing power </li></ul>
  11. 12. Types of Business Letters <ul><li>Letters of enquiry </li></ul><ul><li>Letters of quotation </li></ul><ul><li>Letters of order </li></ul><ul><li>Letters of acceptance </li></ul><ul><li>Letters of cancellation </li></ul><ul><li>Letters regarding complaints and claims </li></ul><ul><li>Adjustment letters </li></ul><ul><li>Collection letters </li></ul>
  12. 13. Components of Business Letter <ul><li>Letter Head </li></ul><ul><li>* Reference </li></ul><ul><li>Date </li></ul><ul><li>Inside Address </li></ul><ul><li>Special Markings </li></ul><ul><li>Attention Line </li></ul><ul><li>Salutation </li></ul><ul><li>Heading Subject Line </li></ul>
  13. 14. Letterhead <ul><li>Creates impression of the company </li></ul><ul><li>Company’s name </li></ul><ul><li>Full postal address </li></ul><ul><li>Contact numbers registered office and Registered Number </li></ul><ul><li>Website </li></ul>
  14. 15. Reference No. Ref:T/23/19 Date 31 st December,2010 Sender’s Address GMR Builders Inside Address Mr. G.Reddy, Ramco Tiles, New Delhi. Salutation Dear Sir, Body Text We are pleased……….. Closing ‘call to Action’ Yours Sincerely Signature Block Sd/- Enclosures Carbon Copy Encl: cc to: bcc:
  15. 16. <ul><li>Letter Body </li></ul><ul><li>Opening or Introduction </li></ul><ul><li>Main Body (Central section) </li></ul><ul><li>Future Action (or response) </li></ul><ul><li>Special markings </li></ul><ul><li>Continuation of pages </li></ul><ul><li>Closing Section </li></ul><ul><li>Enclosures </li></ul><ul><li>Signature </li></ul><ul><li>Copies to be circulated </li></ul><ul><li>Continuation of Pages </li></ul><ul><li>Address on the Envelopes </li></ul>
  16. 17. Planning a Letter <ul><li>Select the Suitable Tone </li></ul><ul><li>State the purpose </li></ul><ul><li>Assemble Relevant Information </li></ul><ul><li>Arrange the material </li></ul><ul><li>Opening the Letter </li></ul><ul><li>Avoid Obvious Opening Statements </li></ul><ul><li>Avoid participial Opening </li></ul><ul><li>Avoid Trite Expression </li></ul><ul><li>Avoid Personal Pronoun </li></ul>
  17. 18. Layout <ul><li>Neatly typed on the best stationery with proper punctuation and carefully laid out letter creates a good impression. </li></ul>
  18. 19. Forms of Layout <ul><li>Block Form </li></ul><ul><li>Semi Block Form </li></ul><ul><li>Indented Form </li></ul><ul><li>NOMA Form </li></ul>
  19. 20. The central Part <ul><li>Referring to the reader’s problem </li></ul><ul><li>Telling the reader what he wants to know </li></ul><ul><li>Creating the Hypothetical Situation </li></ul><ul><li>Using a subject Line </li></ul><ul><li>Open with a ‘Thank You’ </li></ul><ul><li>Begin with a courteous Request or Command </li></ul><ul><li>Open with a pertinent name </li></ul>
  20. 21. Closing the Letter <ul><li>Use a provocative tone </li></ul><ul><li>Use suggestion </li></ul><ul><li>Use Command </li></ul><ul><li>Offer an incentive </li></ul><ul><li>Repeat the main point </li></ul><ul><li>Use the Reader’s Name </li></ul><ul><li>Avoid Participial closings and indefinite closings </li></ul>
  21. 22. Complimentary Close Dear Sir Dear Sirs Dear Madam Dear Sir/Madam Yours faithfully Or Yours truly Dear Ms. Kranthi Dear Mr. Kiran Dear Kalyan Yours sincerely Dear Customer Dear Reader Dear Subscriber Dear Shareholder Dear Member Yours sincerely
  22. 23. <ul><li>Name on the letter head </li></ul><ul><li>Ref: no. : Reg/01/002 </li></ul><ul><li>21 st October,2010 </li></ul><ul><li>Mr. Ramesh Debraj </li></ul><ul><li>General Manager – Finance </li></ul><ul><li>The School Book Depot </li></ul><ul><li>Navi Mumbai – 400 707 </li></ul><ul><li>Sub: Request for the rates </li></ul><ul><li>Dear Mr.Debraj, </li></ul><ul><li>We shall be really pleased to establish business contacts with you for the purchase of some </li></ul><ul><li>Publications of Maharashtra. Kindly send the price list available with you and the terms and conditions </li></ul><ul><li>of the business at he earliest, so that we can immediately place the order. </li></ul><ul><li>We look forward for your immediate positive action. </li></ul><ul><li>Thanking you, </li></ul><ul><li>Yours sincerely, </li></ul><ul><li>Subhash Chandra </li></ul><ul><li>G M – Marketing </li></ul>
  23. 24. Don’ts <ul><li>Avoid Trite Expressions </li></ul><ul><li>Avoid Long Phrases </li></ul><ul><li>Avoid Adjectives </li></ul><ul><li>Avoid Cliches (indicates the natural way of presenting ideas) </li></ul><ul><li>Avoid redundancy </li></ul><ul><li>Avoid Gobbledygook (refers to the kind of grandiose writing) </li></ul><ul><li>Avoid verbosity </li></ul><ul><li>Avoid curtness </li></ul><ul><li>Avoid demanding tone </li></ul><ul><li>Avoid bragging tone </li></ul><ul><li>Avoid angry tone </li></ul>
  24. 25. <ul><li>To give a letter the right look, we should pay attention to its structure, layout and to its form and punctuation. It reflects the image of your organization. Since letters serve a permanent records and are a valuable repository of information, we have to use suitable and impressive layout. We should use suitable and widely accepted structure at work place. </li></ul>