Business Communication

1. BASIC BUSINESS
COMMUNICATION
Lesson 2

2. EFFECTIVE
COMMUNICATION
•Adaptation and selection
of words
•Construction of clear
sentences and paragraphs

3. Completeness
 Provide all necessary information
 Answer all questions asked
 Give something extra, when desirable
Remember!
5 “W” and “1” H question
What, when, where, why, who and how

4. Seven “C” for effective
communication
 Completeness
 Conciseness
 Consideration
 Concreteness
 Clarity
 Courtesy
 Correctness

5. Ex:
Thank you for the confidence you have shown us by
the account you recently opened.
All our facilities are at your disposal, and anytime we
can be of service, please call on us. Our
appreciation is best expressed by our being of
service to you. (letter from bank)

6. Ex:
Thank you for the convenience you have shown in
Kyrgyz Investment Bank by the savings account
you recently opened.
Our goal is to make all our services to you both
pleasant and helpful. Among the conveniences
and services available to you at Kyrgyz Investment
Bank, you maybe especially interested in
these……………
All our facilities are at your disposal, and anytime we
can be of service, please call on us on the
following phone numbers …………………..

7. Conciseness
 Eliminate wordy expressions
Ex: At this time – Now
Due to the fact that – Because
The total balance due will be found on
page
2 of this report – The balance due is on
page 2 of this report

8. Conciseness
 Include only relevant material
1. Stick to the purpose of the message
2. Delete irrelevant words and rambling sentences
3. Omit information obvious to the receiver
4. Avoid long introductions, unnecessary
explanations, pompous words, gushy politeness
5. Get to the important point tactfully and concisely
Ex: We hereby wish to let you know that our company is
pleased with the confidence you have reposed in
us.
We appreciate your confidence

9. Conciseness
 Avoid unnecessary repetition
1. Use a shorter name after you have mentioned the long
one once. Ex: National Bank of the Kyrgyz Republic –
NBKR
2. Use the pronouns or initials rather than repeat long
names. Ex: National bank of the Kyrgyz Republic – bank,
it.
3. Cut out all needless repetition of phrases and sentences.
Sometimes it is possible to combine two or even more
sentences by using subordinate clauses or phrases.
Ex: NBKR in the framework of the functions defined by the
laws for regulation and supervision of the microfinance
sector, reports on the application of following measures
and sanctions to the microfinance organizations for the
year 2012.

10. Consideration
 Focus on “you” instead of “I” and “we”
Ex: A am delighted to announce that we will be
extending our hours to make shopping more
convenient – You will be able to shop evenings
with the extended hours
 Emphasize positive, pleasant facts
Ex: It is impossible to open an account for you today
(neg.) – As soon as you signature card reaches us,
we will gladly open an account (pos.)

11. Concreteness
 Use specific facts and figures
The following words can lead to uncertainty: higher,
soon, slow, almost, early, very, about, several, etc.
 Put action in your verbs
Ex: Students held the meeting in the office – Students
met in the office
 Choose vivid, image-building words
Ex: Some women were stopped in their promotions –
Many women faced the “glass ceiling in their
company

12. Clarity
 Try for an average sentence length of
between 17 and 20 words
 Most often, put main ideas up front within
the sentence

13. Courtesy
 Be sincerely tactful, thoughtful and
appreciative
Ex: Clearly, you did not read my latest fax (wrong)
– Sometimes my wording is not precise, let me try
again (right)
 Omit questionable humor
 Choose non-discriminatory expressions
Ex: gender neutrality: he (wrong) – he/she, they

14. Correctness
 Use the right level of language
Ex: formal or informal
 Check accuracy of figures, facts, words
(verify statistics, avoid guessing in legislation)
Ex: effect-affect, bimonthly, between-among, then-
than, accept-except
 Maintain acceptable writing mechanisms

15. QUESTIONS???

16. Exercise
Case1. You work in international organization as a Programm
assistant. Today morning you felt asleep and missed weekly
staff meeting. Write a short explanatory message by email to
your direct boss.
Case 2. You work in small IT company and today your last day
as you are leaving to another job. Write a farewell email
message to your colleagues.

17. Exercise
Case 3 You are HR manager in commercial
bank. Write an email to your colleagues
to introduce a new staff member
Case 4. You work in mid-size company.
Write an email message to you partner,
requesting a meeting to discuss joint plans
and activities for the next year (you had a
preliminary oral agreement on this
meeting).

18. Case 1.
Dear Mr. Dreyer,
This is to apologize for my missing today morning’s
staff meeting due to unavoidable personal
circumstances, assuring that it will not be the case
anymore.
Thank you,
Jibek

19. Case 2
Dear colleagues,
The time came for me to say you a good bye!
In this regard, I would like to cordially express a gratitude to all
of you for having wonderful opportunity to work together
for more then 2 years!
I sincerely wish you only good luck and happiness!
I plan to work in another organization in Bishkek for the time being.
Please find my private PoC:
E-mail: XXXXX
Cell. XXXXX
Facebook: XXXXX (picture self-explains)

20. Case 3
Dear Colleagues,
please join us in welcoming Mr. Azamat Joldoshev our
new Risk Manager,
who accepted the offer from our company and transferred from the XXXXX.
You can reach him at the following contacts:
office: 66 50 15, ext. 442
mobile: 0775 11 22 33
e-mail: XXXXX
Welcome on board, Azamat!
Nice weekend to all of you,
Nargiza

21. Dear Mr. Aliev,
Upon our recent conversation, would it be possible
to meet next week with your staff to discuss our
possible joint plans and activities for 2013, as we are
in quite advanced stages of budgeting for the
activities we are developing?
Best wishes,
Ms. Brown

22. HOMETASK