The document provides an overview of a two-day training program on business and report writing. Day 1 covers report writing skills, including 20 best practice writing principles, the components of an effective business report, and a 6-step report writing process. Day 2 covers other forms of business writing like minutes, emails, letters, and memorandums. The document describes various activities to be completed during the training, including analyzing common report writing errors and criteria to address them. It also provides details on the report writing process and best practices for content, structure, style, and other elements of effective reports.

1. BUSINESS AND REPORT WRITING –
BEST PRACTICE WRITING PRINCIPLES
AND PROCESS
CHARLES COTTER
EMALAHLENI
30-31 JANUARY 2017
www.slideshare.net/CharlesCotter

3. TRAINING PROGRAMME OVERVIEW –
DAY 1
• REPORT WRITING SKILLS:
20 FUNDAMENTAL, BEST PRACTICE BUSINESS
WRITING PRINCIPLES
THE “LOOK AND FEEL” COMPONENTS OF AN
EFFECTIVE BUSINESS REPORT (PRO-FORMA)
THE 6-STEP, REPORT WRITING PROCESS

4. TRAINING PROGRAMME OVERVIEW –
DAY 2
• OTHER FORMS OF BUSINESS WRITING SKILLS:
Minute-taking
E-mail communication
Business letters
Memorandum

5. CAKE-BAKING ANALOGY

6. CAKE-BAKING ANALOGY
• BEST PRACTICE BUSINESS WRITING PRINCIPLES -
INGREDIENTS
• THE “LOOK AND FEEL” COMPONENTS OF AN
EFFECTIVE BUSINESS REPORT – PICTURE OF THE
CAKE
• THE 6-STEP, REPORT WRITING PROCESS - RECIPE

7. DOES THIS LOOK FAMILIAR?

8. INTRODUCTORY ACTIVITY
• Individual activity:
• Complete the following statement by inserting one
word only. In order to be an effective business report
writer at your organization, I need to/to
be………………………………………………
• Jot this word down and find other learners who have
written down the same word. Write this word down on
the flip-chart.
• Each learner will have the opportunity to explain their
choice of word.

9. THE FUNDAMENTALS OF EFFECTIVE
BUSINESS WRITING
• Defining effective communication
• The merits and value of effective business
writing
• The implications of poor business writing:
For the writer
For the reader
For the organization

10. COMMUNICATION CYCLE/PROCESS

11. LEARNING ACTIVITY 1
• From your experience and perspective, as
both a writer and a reader, identify ten (10)
common errors that you’ve observed with
Business Reports at your organization.
• Match each of these 10 errors with a set of
10 best practice criteria/guidelines to
counteract/improve these errors, thereby
promoting effective business report writing.

12. 20 FUNDAMENTAL, BEST PRACTICE WRITING
PRINCIPLES
• #1: A – B – C (ACCURACY – BREVITY – CLARITY) – “BE ON POINT
AND TO THE POINT”
• #2: A – I – D –A (ATTENTION – INTEREST – DESIRE – ACTION) –
“TELL THE READER WHAT YOU’RE GOING TO TELL THEM; TELL
THEM AND THEN TELL THEM WHAT YOU TOLD THEM.”
• #3: “THINK BEFORE YOU INK” – USE 80 (THINKING)/20 (INKING)
PRINCIPLE
• #4: HARMONIZATION OF THE BEST FIT METHODS – FIT FOR
PURPOSE/MESSAGE/READER
• #5: BE STRATEGIC AND SELECTIVE - PROVIDE ONLY VALUE ADDING
AND RELEVANT INFORMATION

13. 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #6: “LESS IS MORE” – HAVE AN EFFICIENT AND ECONOMICAL WRITING
STYLE
• #7: EMPATHIZE - “CUSTOMIZATION IS KING/QUEEN” – CONDUCT A
READERSHIP ANALYSIS TO ACCOMMODATE THEM AS MUCH AS POSSIBLE
– “SPEAK THE LANGUAGE THAT YOUR READER UNDERSTANDS”
• #8: INTEGRATE RATIONAL (LEFT BRAIN) AND CREATIVE (RIGHT BRAIN)
THOUGHT PROCESSES
• #9: MARRY BEING METICULOUS (“EYE FOR DETAIL”) WITH FINDING
CREATIVE WRITING SPACE (PSYCHOLOGICAL, EMOTIONAL AND
ENVIRONMENTAL)
• #10: USE OF VISUAL STIMULI AND TECHNIQUES TO COMPLEMENT,
SUPPORT AND PROMOTE A HIGHER LEVEL OF UNDERSTANDING

14. 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #11: ENSURE QUALITY ASSURANCE E.G. PROOF-READING; EDITING; SPELL
CHECKING AND VERIFICATION OF INFORMATION
• #12: USE THE PURPOSE AS YOUR WRITING “GPS” – TO
CONCENTRATE/DIRECT FOCUS TO THE ACHIEVEMENT OF
OUTCOMES/OBJECTIVES
• #13: “DON’T WRITE TO IMPRESS, WRITE TO PROMOTE A HIGHER LEVEL OF
UNDERSTANDING.” – BE A AGENT OF EFFECTIVE COMMUNICATION
• #14: EMPLOY A “COMMUNITY OF WRITERS” APPROACH – THE VALUE OF
CONSULTATION AND ENGAGEMENT
• #15: PROPER STRUCTURE - USE THE PYRAMID (CASCADING) METHOD –
INITIALLY PRESENT LESS IMPORTANCE INFORMATION AND CLIMAX WITH
MOST CRITICAL INFORMATION

15. 20 FUNDAMENTAL, BEST PRACTICE
WRITING PRINCIPLES
• #16: APPLY THE WATERFALL APPROACH – VERTICAL ALIGNMENT
AND SYNERGY BETWEEN THE REPORT FINDINGS, CONCLUSION AND
RECOMMENDATIONS
• #17: “TOUR GUIDE” MENTALITY – DIRECT; NAVIGATE; ORIENTATE,
INFORM; ADVISE, ENLIGHTEN AND CAPTIVATE THE READER
• #18: ADOPT A STORY TELLING MODE – LOGICAL AND COHERENT
FLOW OF INFORMATION – NO SURPRISES!
• #19: THE REPORT SHOULD GENERATE BUSINESS INTELLIGENCE –
ENABLING SMART OPERATIONAL AND STRATEGIC DECISION-
MAKING
• #20: ADOPT A STRATEGIC MIND-SET – DEVELOP STRUCTURED,
HOLISTIC AND WELL-PREPARED BUSINESS WRITING HABITS

16. THE BEAUTY OF SIMPLICITY

17. ROLES OF AN EFFECTIVE REPORT
WRITER
• Simplifier
• Clarifier
• Facilitator
• Distiller

18. BEST PRACTICE REPORT WRITING
(COMPETENCE)
CONTENT
CONTEXTPROCESS

19. EFFECTIVE REPORT CONTENT

20. TYPES OF REPORTS
• Informative
“Telling”
Examples
• Evaluative
“Selling”
Examples

21. APPROACHES TO REPORT WRITING
• Dash-boarding
Data-driven and derived
Report-generating
MS Excel
• Key-boarding
Narrative
Report-writing
MS Word

22. OBJECTIVES OF BUSINES REPORT
WRITING

23. THE KEY DRIVER OF PERSUASION?

24. ARISTOTLE’S RHETORICAL TRIANGLE

26. “LOOK AND FEEL” COMPONENTS OF AN
EFFECTIVE BUSINESS REPORT (PRO-FORMA)
• STRUCTURE
• STYLE AND TONE
• READABILITY
• CONVENTION

27. LEARNING ACTIVITY 2
• Develop the best practice criteria and convention
(rules) of an effective business report at your
organization. Focus on the following elements:
 Structure – refer to pages 16-24 in the Learner Manual
 Style and tone – refer to pages 24-25 in the Learner
Manual
 Readability – refer to pages 25-28 in the Learner Manual
 Convention – refer to pages 16-28 in the Learner Manual
(embedded)

28. STRUCTURE
• VARIES DEPENDENT ON WHETHER
INFORMATIVE (“TELLING”) OR EVALUATIVE
(“SELLING”) TYPE OF BUSINESS REPORT
• EXTERNAL STRUCTURE – FRONT-END AND
BACK-END
• INTERNAL STRUCTURE

29. EXTERNAL STRUCTURE – FRONT-END
• TITLE PAGE
• TABLE OF CONTENTS
• EXECUTIVE SUMMARY

30. EXTERNAL STRUCTURE – BACK-END
• GLOSSARY OF TECHNICAL TERMS AND
ACRONYMS
• LIST OF SOURCES/REFERENCES
• ATTACHMENTS – APPENDICES AND
ANNEXURES

31. INTERNAL STRUCTURE
• INTRODUCTION
• BACKGROUND/CONTEXTUALIZATION
• RESEARCH METHODS AND PROCESS
• FINDINGS
• CONCLUSIONS
• RECOMMENDATIONS

32. STYLE
• STYLE IS REGARDED AS THE DEGREE OF
FORMALITY
• THE APPROPRIATE STYLE IS:
FORMAL (NOT INFORMAL)
FACTUAL (NOT OPINION-BASED)
RATIONAL (NOT EMOTIONAL) – “Connect intellectually
with your reader, disconnect your emotions and
personal feelings.”
OBJECTIVE (NOT SUBJECTIVE)

33. TONE
• TONE IS REGARDED AS THE WRITER’S
ATTITUDE – DIRECTED AT READER AND
SUBJECT MATTER
• TONE SHOULD BE:
RESPECTFUL (NOT PATRONIZING)
PROFESSIONAL
ASSERTIVE (NOT PASSIVE OR AGGRESSIVE)

34. APPROPRIATE TONE OF A BUSINESS
REPORT - ASSERTIVE

36. READABILITY
• REFERS TO ALL THE ASPECTS THAT MAKE A BUSINESS REPORT MORE
NOTICEABLE AND EASY TO READ - “SOFT ON THE EYE AND SOFT ON THE
MIND”
• MUTUAL DEPENDENCE - THE WRITER RELIES ON THE READERS' ABILITY TO
READ EFFICIENTLY AND TO UNDERSTAND THE (INTENDED) MESSAGE.
• WRITER NEEDS TO DO EVERYTHING IN THEIR POWER TO ENABLE AND
FACILITATE A COMMON UNDERSTANDING
• TECHNIQUES TO ENHANCE THE READABILITY:
 LAY-OUT
 USE OF WHITE SPACE
 HEADINGS/SUB-HEADINGS
 NUMBERING

37. CONVENTION
• USE OF TABLES AND FIGURES – LABELLING, NUMBERING AND
REFERENCING
• APPENDICES AND ANNEXURES - LABELLING, NUMBERING AND
REFERENCING
• CITATION AND REFERENCING – HARVARD METHOD – ALWAYS
ACKNOWLEDGE SOURCE AND AVOID PLAGRIASM AT ALL COSTS
• FORMAT, DESIGN AND LAY-OUT – INDUSTRY AND ORGANIZATION-
SPECIFIC GUIDELINES AND TECHNIQUES
• USE ACTIVE VOICE (AS OPPOSED TO PASSIVE) – WRITTEN IN THIRD
PERSON

39. CONVENTION
• GRAMMATICAL AND LANGUAGE RULES
• USE OF ACRONYMS AND ABBREVIATIONS
• AVOID JARGON AND UNFAMILIAR BUSINESS
TERMINOLOGY
• AVOID USING ELLIPSES…..
• SENTENCE AND PARAGRAPH STRUCTURING

41. PROPER SENTENCE AND PARAGRAPH
STRUCTURING
• VARY THE LENGTH OF SENTENCES
• EASY TO UNDERSTAND CONCEPTS – SHORTER SENTENCES.
COMPLEX CONCEPTS – LONGER SENTENCES TO ENABLE EFFICIENT
ASSIMILATION OF INFORMATION
• DON’T SUBSTITUTE A FULL-STOP FOR A COMMA – “IF YOU CAN
USE A FULL-STOP USE IT!”
• ONE CONCEPT/KEY POINT, ONE PARAGRAPH. DIFFERENT CONCEPT,
DIFFERENT PARAGRAPH. “DON’T MIX ‘N MATCH – AVOID
LIQUORICE ALL-SORTS WRITING STYLE”
• CREATE A MEANDERING AND MESMERIZING WRITING STYLE AS
YOU TRANSITION FROM ONE PARAGRAPH TO THE NEXT. AS YOU
EXIT ONE PARAGRAPH START INTRODUCING THE NEXT ONE.

42. REPORT WRITING PROCESS

43. REPORT WRITING PROCESS
• STEP 1: PLANNING
• STEP 2: RESEARCHING THINKING (80%)
• STEP 3: ORGANIZING
• STEP 4: WRITING THE FIRST DRAFT
• STEP 5: QUALITY ASSURANCE INKING (20%)
• STEP 6: SUBMIT FINAL DRAFT FOR APPROVAL AND
ADOPTION

44. STEP 1: PLANNING (7-W’S)
• DEFINE THE PURPOSE (WHY?)
• FORMULATE THE OBJECTIVES (WHAT?)
• SUBMISSION TARGET DATE (WHEN?)
• SUBMISSION AND APPROVAL PLATFORM/COMMITTEE (WHERE?)
• SCOPE OF THE REPORT (WIDTH?)
• ESTIMATED LENGTH/VOLUME OF REPORT (WEIGHT?)
• CONDUCT A READERSHIP ANALYSIS (WHO?)

45. READERSHIP ANALYSIS (RELATED TO
A-B-C)
• LEVEL 1 READER/S: APPROVING AUTHORITY
(NON-TECHNICAL) – INFORMATION NEED:
BREVITY
• LEVEL 2 READER/S: TECHNICAL/SUBJECT MATTER
EXPERT – INFORMATION NEED: ACCURACY
• LEVEL 3 READER/S:
IMPLEMENTER/FUNCTIONARY – INFORMATION
NEED: CLARITY

46. BUSINESS REPORT WRITING PHASES
• Crafting (Conceptualizing)
• Drafting (Writing)
• Shafting (Submitting)

47. STEP 2: RESEARCHING
• METHODS – TO ACHIEVE THE SCIENTIFIC
RESEARCH PRINCIPLE OF VALIDITY
• PROCESS – TO ACHIEVE THE SCIENTIFIC
RESEARCH PRINCIPLE OF RELIABILITY
• COLLECTIVELY: VALIDITY + RELIABILITY =
CREDIBILITY

48. RESEARCH METHODS

49. RESEARCH METHODS
• QUANTITATIVE – NUMERIC E.G. STATISTICS -
DEDUCTIVE
• QUALITATIVE – SUBJECTIVE E.G. SURVEYS AND FOCUS
GROUPS - INDUCTIVE
• SOURCES OF DATA:
 ELECTRONIC
 DOCUMENTARY
 EXPERIMENTAL
 HUMAN

51. RESEARCH PROCESS
• STEP 1: DEVELOP A DATA COLLECTION PLAN/STRATEGY
• STEP 2: DATA COLLECTION
• STEP 3: DATA COLLATION
• STEP 4: DATA ANALYSIS LEADS TO FINDINGS
• STEP 5: DATA INTERPRETATION
LEADS TO CONCLUSIONS
• STEP 6: VERIFICATION
• STEP 7: PUBLICATION LEADS TO RECOMMENDATIONS

53. STEP 3: ORGANIZING – 3-S FORMAT
• STRUCTURE (OF REPORT)
• SEQUENCE (OF REPORT)
• SPACING (POSITIONING OF TABLES, FIGURES,
ATTACHMENTS TO THE REPORT)
• RECOMMENDED ORGANIZING TOOL: MIND-MAPPING
• OBJECTIVE: TO ENSURE FLUENCY AND EFFICIENCY IN
WRITING WHEN TRANSITIONING FROM THINKING
(STEPS 1-3) TO INKING (STEPS 4-6)

55. MIND-MAPPING EXAMPLE

57. LEARNING ACTIVITY 3
• By following steps 1-3 of the report writing
process, develop a framework/skeleton of a
business report for your organization.
Step 1: Planning
Step 2: Research methodology and process
Step 3: Organizing the report structure

59. STEP 4: WRITE FIRST DRAFT
• APPLY THE BEST PRACTICE WRITING
PRINCIPLES
• USE THE APPROPRIATE REPORT STRUCTURE
AND FORMAT

60. STEP 5: QUALITY ASSURANCE
• PROOF-READ AND EDIT THE REPORT
• PERFORM A SPELLING AND PUNCTUATION CHECK
• CONSULT WITH LANGUAGE AND SUBJECT MATTER
EXPERTS AND RECEIVE FEEDBACK
• MAKE THE NECESSARY REVISIONS
• REFER TO THE EVALUATION CHECKLIST (PAGES 42-44
IN THE LEARNER MANUAL)

61. STEP 6: SUBMISSION AND APPROVAL
OF FINAL DRAFT
• MAKE THE NECESSARY AMENDMENTS AND
WRITE THE FINAL DRAFT
• SUBMIT TO HIGHER MANAGEMENT TO
AUTHORIZE, APPROVE AND ADOPT THE
REPORT FINDINGS AND RECOMMENDATIONS

62. LEARNING ACTIVITY 4
• By using the following format (as a guideline), write
the first draft of a business report on the identified,
work-related topic/subject. (step 4 of the business
report writing process)
• Step 5: Review the report (Submit this report to a
fellow learner to get feedback). Readers should use the
checklist on pages 42-44 to evaluate the business
report.
• Step 6: Writing and submitting the final draft (Based
on the feedback from the fellow learner, make the
necessary amendments and write the final draft)

64. MINUTE-TAKING FUNDAMENTALS
• The definition and scope of minutes
• The implications of not recording minutes
• Tips and warnings
• The criteria of effective minutes
• Generic meeting terminology

65. DEFINING MINUTES AND THE SCOPE
THEREOF
• Minutes are a detailed record of a meeting. The minutes record topics of
conversation, actions needed and decisions made.
• Minutes ensure that there is an official record of the meeting, also
documenting who was at a meeting and who was absent. Normally, one
person is elected to keep the minutes, usually a secretary or treasurer.
• Minutes are checked at the next meeting as a true record of the
proceedings and signed by the chairperson. Minutes should cover a
number of basic things:
 Where and when the meeting took place?
 Who was there and who was not?
 Who was the speaker and what did he/she say?
 What has been decided for the group (resolutions)?
 Who has agreed to do what?
 Who is responsible for implementing it?
 When should it be implemented?

66. THE IMPLICATIONS OF NOT
RECORDING MINUTES
• Without minutes:
Nobody can be exactly sure what has been decided at
meetings
Nobody can be sure about the various actions of
Committee Members
Nobody can be sure who did or did not attend
meetings
The group is at the mercy of more organized bodies
who take the trouble to record decisions very carefully
The group is vulnerable to take-over by any member of
the group who wants to take it over

68. TIPS AND WARNINGS
• You do not need to record topics irrelevant to the business at hand.
Taking minutes is not the same as taking dictation.
• Consult only the chairperson or executive officer, not the attendees, if
you have questions.
• The person taking minutes does not participate in the meeting.
• Write in a concise, accurate manner, taking care not to include any sort of
subjective opinion.
• Focus on capturing and communicating all important actions that took
place.
• Make sure all attendees sign the minutes before they are filed to
demonstrate their agreement with the contents of the minutes

69. THE CRITERIA OF GOOD QUALITY
MINUTES
• #1: Be factual and accurate
• #2: Be short and to the point (concise)
• #3: Clearly indicate the meeting proceedings and
discussions
• #4: Concentrate on resolutions and decisions
taken at the meeting
• #5: Show decisions clearly marked “agreed” by
the Committee Members
• #6: Follow the agenda headings so that they are
easily understood

70. THE CRITERIA OF GOOD QUALITY
MINUTES
• #7: Be written in full sentences
• #8: Indicate how many members attended
the meeting or list their names
• #9: State the time the meeting was opened
and closed
• #10: Be written in the past tense
• #11: Be written in plain, easily understood
language
• #12: Be consistent in their format and
content

71. FORMAT OF GOOD MINUTES

72. GENERIC AGENDA FORMAT
• Opening and Welcome
• Attendance register
• Apologies
• Personalia
• Approval of Minutes of the previous meeting
• Matters arising (from previous meeting):
• Points of discussion (new matters):
• General (AOB):
• Date of subsequent meeting
• Closing

73. BEST PRACTICE, PROCESS GUIDELINES
FOR MINUTE-TAKERS

74. BEST PRACTICE, PROCESS GUIDELINES
FOR MINUTE-TAKERS
• Preparing (pre-meeting) – refer to page 50 in
the Learner Manual
• Transcribing (during meeting) - refer to pages
51-52 in the Learner Manual
• Writing minutes (after the meeting) - refer to
page 52 in the Learner Manual

76. PREPARATION (PRE-MEETING)
• Obtain the meeting agenda, minutes from the last meeting, and any
background documents to be discussed.
• Prepare an outline based on the agenda ahead of time, and leave plenty
of white space for notes.
• Prepare a list of expected attendees and check off the names as people
enter the room.
• To be sure about who said what, make a map of the seating
arrangement, and make sure to ask for introductions of unfamiliar
people.
• If you are an active participant in the meeting, be prepared.
• Don't be intimidated by the prospect of taking minutes. Concise and
coherent minutes are the mark of a professional.

78. TRANSCRIBING (DURING MEETING)
• Sit beside the chairperson for convenient clarification or
help as the meeting proceeds.
• Ensure that all of the essential elements are noted
• Note who arrives late or leaves early so that these people
can be briefed on what they missed.
• Don't make the mistake of recording every single
comment. Concentrate on getting the gist of the discussion
and taking enough notes to summarize it later.
• Listen for key words or phrases. Try to capture basic ideas
and the essence of what people say.

80. TRANSCRIBING (DURING MEETING)
• Use whatever recording method is comfortable for you
• Write down items in the order in which they are discussed.
• Write as clearly as possible. Abbreviate words, use initials to save time circle key
ideas, statements or decisions. Underline highlights and differentiate important
ideas. Use stars, arrows, numbers.
• Number all sheets. Note ‘Action’ beside motions or decisions requiring specific
tasks. Note who is responsible for the action.
• Speak up (via the Chairperson) when the action is too fast.
• Record the motions made and the names of people who originate them.
• Record whether motions are adopted or rejected, how the vote is taken and
whether the vote is unanimous. For small meetings, write the names of the
attendees who approve, oppose and abstain from each motion.

82. WRITING MINUTES (AFTER THE
MEETING)
• Don't wait too long (procrastinate) to type up the minutes,
especially while your memory is fresh.
• Use the approved format/template of minutes.
• Consider attaching long resolutions, reports or other
supplementary material to the minutes as an annexure/appendix.
• Consult with subject matter experts and/or attendees to verify the
accuracy of recorded minutes.
• Proofread the minutes before submitting them.
• Be sure to have the minutes approved by the chair or facilitator
before distributing them to the attendees.

83. LEARNING ACTIVITY 5
• Group discussion:
• Identify some of the foremost challenges when
taking, transcribing and writing meeting minutes at
your organization. For each of these challenges
develop a viable solution/strategy to overcome these
challenges.
• Compile a list of 10 best practice criteria for good
quality minutes.
• Develop a set of process guidelines for minute-taking
i.e. preparing, transcribing and writing minutes.

84. E-MAIL COMMUNICATION

85. FUNDAMENTALS OF E-MAIL
COMMUNICATION
• Guidelines to improve e-mail writing skills – refer to pages 53-54 in the
Learner Manual
• Writing professional e-mails - refer to page 54 in the Learner Manual
• Improving your e-mail writing style - refer to pages 55-56 in the Learner
Manual
• Writing business e-mails - refer to pages 56-57 in the Learner Manual
• Golden Rules of e-mail Etiquette - refer to pages 58-61 in the Learner
Manual

87. GUIDELINES TO EFFECTIVE E-MAIL
COMMUNICATION

88. WRITING PROFESSIONAL E-MAILS
• Decide who should be included in the email. Include anyone who may be involved
in the project or benefit from the information in the e-mail.
• Write the subject line. This should be informative and direct, as it is the first thing
the recipients will see when sorting through their inbox. To be clear, the subject
line should call to attention the main issue in the e-mail.
• Attach all necessary documents for the e-mail.
• Include a short greeting to the recipients.
• Write the body of the email. It is important to be concise with the information
given, starting with the most important information first. Ask yourself "What do
the recipients need to know?" When writing, be appropriate. Do not include
exclamation points, emoticons or unnecessary capitalization as they all come
across as unprofessional.
• Give your name and contact information for the signature of the e-mail. This will
let people know who you are and where they can reach you if they need more
details.

89. IMPROVING YOUR E-MAIL WRITING
STYLE
• Use full sentences.
• Avoid full caps
• Slow down
• Have a beginning and an end (structure)
• Re-read your email before you send it
• Avoid overusing adverbs, adjectives and long sentences
• Lose the acronyms
• Take advantage of punctuation
• Use spell check

91. • Do not, under any circumstances, forward chain letters
• Respond to group e-mails appropriately
• Use actual English
• Don’t use your company e-mail for private e-mails
• Utilize CC and BCC properly
• Be careful what you say

92. • Lose the attitude
• Don’t be a spammer
• Respect laws and regulations
• Get clarification
• Delete unnecessary content
• Keep signatures simple

93. LEARNING ACTIVITY 6
• Group discussion:
• Identify some of the common mistakes made by e-
mail senders that cause/create irritation and
frustration on the part of the recipients at your
organization. For each of these common mistakes
identify an improvement strategy.
• Develop a Code of Good Practice: Proper and
Professional e-mail Etiquette (10 principles) for all
e-mail users at your organization.

94. DRAFTING PROFESSIONAL BUSINESS
LETTERS AND MEMORANDUMS
• Business Letter format - Block
• Refer to Sample Business Letter
• Business letter writing guidelines

96. BUSINESS LETTER WRITING
GUIDELINES
• Use a professional tone
• Write clearly
• Organize your information logically
• Be persuasive
• Proofread your letter
• Useful phrases and vocabulary for writing business
letters – refer to pages 67-71 in the Learner Manual

97. WRITING MEMORANDUM’S
• Purpose of Memo’s
• Written well, business memo’s are an efficient,
effective way to communicate within an
organization.
• Memo Sections
Heading
Opening
Body
Closing

98. MEMORANDUM FORMAT

99. LEARNING ACTIVITY 7
• Group discussion:
• Develop a set of 10 best practice
criteria/guidelines for effective business
letter writing at your organization.
• Develop a set of 10 best practice
criteria/guidelines for effective
Memorandum writing at your organization.

100. CONCLUSION
• Summary of key points
• Final Questions
• Training Administration
• Summative Assessment

101. SUMMATIVE ASSESSMENT
• Compile a Portfolio of Evidence (PoE) in which you demonstrate your
mastery and competence of the fundamental business writing principles,
practice and process.
• Provide evidence of planning, research, consultation, organizing
processes and rough notes and drafts etc.
• Provide work samples of the following documents that you’ve compiled:
 1. Business Report at your organization (approx. 5-7 pages)
 2. Minutes of a business meeting at your organization
 3. Business Letter OR Memorandum at your organization
(approx. 1-2 pages)
 4. E-mail at your organization (internal and external)
• Submit within four (4) weeks of the completion of this training
programme.

102. CONTACT DETAILS
• Charles Cotter
• (+27) 84 562 9446
• charlescot@polka.co.za
• LinkedIn
• Twitter: @Charles_Cotter
• http://www.slideshare.net/CharlesCotter