The document discusses effective business writing. It states that business writing should be complete, concise and accurate to convey information clearly to the intended audience. It emphasizes organizing content, considering the audience, and proofreading for errors. Business communications like emails should use proper grammar, be concise yet thorough, and maintain a professional tone. Telephone etiquette in business involves thanking callers, using an inviting tone, active listening, and being punctual for outgoing calls.

1. The purpose of business writing is to give info
The purpose of business writing is to convey information to someone else
or to request information from them. To be effective writing for business,
you must be complete, concise, and accurate. Your text should be written
in such a way that the reader will be able to understand what you are
telling or asking them.
Your writing shouldn't be sloppy, poorly written, disorganized, in jargon
language, and incomplete. Often it is either too long or too short.
Whether you are writing a sales proposal, an email to your department, or
an instruction manual for a software package, there are certain steps you
need to follow to create effective business writing. You need to:

2. Organize
First, organize your material, When writing an email
to inform about a staff meeting, this may be as
simple as collecting your thoughts. If you need to
write a multi-level outline, Without an appropriate
level of organization, you can't be sure you will
include everything or that you will give importance
to the most important topics. Omissions or incorrect
focus can make your business writing less clear.
Consider your audience
Before you start writing, think about your intended
audience. For example, a presentation about the
company's new program may have the same outline
when given to your chief financial officer or to all
employees, but the level of detail in various areas
will differ. A quick email to your team, reminding
them of the company's security procedures, won't
have the same tone as your department's annual
report.

3. Start Writing
Good writers have different styles of writing. Some
prefer to write everything out and then go back and
edit. Others prefer to edit as they go along.
Sometimes their style varies depending on the piece
they are writing.
As you write, or when you edit, be aware of length.
Use enough words to make your meaning clear, but
don't use unnecessary words just to make it flowery.
Business writing needs to be clear and concise, not
too wordy or flowery. No one in business has time to
read any more than necessary.
However, don't make the piece too short. Write
enough that your meaning is clear and won't be

4. misunderstood. Another couple of words would
have made his writing more effective. Don't try to
shorten a piece by using jargon or abbreviations.
These often mean different things to different
readers.
No matter what the style you use when writing, you
need to proofread and edit what you have written.
Proofreading is re-reading what you wrote to make
sure all the words in your head made it correctly
onto the paper or the screen. Because our brains
work faster than our fingers, you may omit words,
leave off an ending Proofreading catches these errors
so you can fix them.

5. Writing business emails
First, mind your manners. These are the same basic
rules you learned growing up.
Say please and thank you. Address people as Mr, Mrs or
Dr.
Second, watch your tone. You want the email to come
across as friendly and conversational.
You do not want to sound demanding or aggressive.
Make sure to avoid using CAPS as it may come across
that you are actually yelling at the person.
Third, be concise. Get to the point of your email as
quickly as you can without leaving important details
out. Nobody has time to read a novel.
Ask any necessary questions, but be sure to keep the
email brief.

6. Next, be professional: Stay away from slang and
abbreviations. It doesn't sound professional. If you
absolutely have to you can use an emoticon, but
typically you should avoid them. Also avoid using
cute or suggestive language.
The biggest thing to make sure to do when writing a
business email is to use correct spelling and proper
grammar. Use the spellchecker that comes with your
email program and write in a conversational tone.
Include in an Email Signature

7. Greeting your business callers.
 Each business call should begin by thanking your
party for calling, introducing your business and
introducing yourself. Each call should end as
politely as it began.
Tone
 The tone that your voice over the phone is the
caller’s only way to identify your mood. The caller
cannot see your face nor read your expression
through the phone. Therefore, it is important that
your tone of voice is inviting to the caller.

8. Active Listening
 Focusing your attention on the caller will help
to promote proper telephone etiquette. That’s
why, when your customers or clients call in,
stop what you are doing and focus your
attention on answering the phone. Listen
actively to the caller and take notes if you need.
Outgoing Calls
 Outgoing business calls can be just as
important as those coming into your business.
Therefore, you must be prepared to give a
positive and professional impression on those
that you call. When you call out, introduce
yourself and your company. You should be
considerate of people’s time and always
punctual.

9. Telephone Etiquette
 Try to answer the phone within three rings.
Answering a phone too fast can catch the caller off
guard and waiting too long can make the caller
angry.
 Smile - it shows, even though the phone lines;
speak in a pleasant tone of voice - the caller will
appreciate it.
 Ask the caller for their name, even if their name is
not necessary for the call. This shows you have
taken an interest in them.
 If the caller has reached a wrong number, be kind.
 Use the hold button when leaving a line so that the
caller does not accidentally overhear conversations
being held nearby.

10.  When you are out of the office or away from your desk for more than
a few minutes, forward your phone to voicemail.
 When you reach a wrong number, don't argue with the person who
answered the call or keep them on the line. Please excuse the
interruption." And then hang up.
 If you told a person you would call at a certain time, call them as you
promised. If you need to delay the conversation, call to put it off,
but do not make the other person wait around for your call.
 If you don't leave a number/message for someone to call you back,
don't become angry if they are not available when you call again.
 Stay calm. Try to remain diplomatic and polite. Getting angry will
only make them angrier.
 Always show willingness to solve the problem or conflict.
 Try to think like the caller. Remember, their problems and concerns
are important.
 If you are in a non-supervisory position: Offer to have your
supervisor talk to the caller or call him/her back if the caller persists.
 If you are supervisor: Be willing to handle irate callers. Speak slowly
and calmly. Be firm with your answers, but understanding.