This document provides an overview of good communication skills and business writing. It discusses five main methods of communication - written, spoken, symbolic gestures, visual images, and multimedia. It then covers various aspects of business writing like business letters, memos, reports, notices, and sales letters. Key tips are provided for writing clearly, concisely, courteously, completely and correctly. The document also discusses grammar, punctuation, and strategies for effective planning and structuring of business documents.

1. Welcome

2. Sponsored by:- DEBAT ISLAM VS KRISTIAN http://www. debatagung .com

3. Good Business Writing Skills presented by Malathy Thiagarajah Organized by NET BALI SDN BHD

4. Good Communication is the lifeblood of successful organisations

5. Methods of Communication Name 5 methods of Communication Communication is more powerful when they are combined

6. Five Methods of Communication Methods of Communication Examples Benefits Written word Letters, memos, fax messages, e-mail, reports, notices, leaflets, agendas, minutes, advertisements, factsheets, newsletters, invitations, forms, questionnaires, press releases 1 . Permanent record 2. Authority 3. Evidence for future 4. Can be read at leisure 5. Can include visual aids to assist understanding 6. Distance may be useful Spoken word Telephone calls, discussions, meetings, interviews, speeches, presentations, conferences, seminars, conversations 1. Voice adds emphasis 2. Immediate feedback 3. Body Language or tone of voice Symbolic gestures Tone of voice, posture, gestures, facial expressions, actions, silence, movement, eye contact 1. We can gain extra information 2. We may be able to read “between the lines”

7. Five Methods of Communication Visual images Cartoons, illustrations, graphics, photographs, slides, drawings 1. Understanding is often aided with visual images 2. They can convey powerful conscious and unconscious messages 3. Hold attention and interest Multi-Media Newspapers, magazines, radio cassettes, television, video, Intranet, Internet, World Wide Web, CD-ROMs 1 . Can combine any of the above methods for interest and participation

8. Getting Grips with Grammar Oh No. Grammar!

9. Mind Your Grammar ! Clause Sentence Verb Noun Adjective Adverb Conjunction Pronoun Preposition Infinite Interjection

10. Subject-Verb Agreement

11. Agreement Rule 1 If you use a singular subject use singular verb If you use plural subject use a plural verb This computer is the latest on the market These computers are the latest on the market The book on rules of good manners has become a best seller Good manners are a common courtesy and create a good impression

12. Agreement Rule 2 Use a plural verb when two separate subjects are joined with and Ling Ling and Wai Kee are getting married next month. Studying first and then socializing creates a really good balance.

13. Agreement Rule 3 Disregard explanatory phrases, parenthetical phrases or other modifiers that come between subject and verb The lawyer’s briefcase , along with a file of very important papers, has been stolen Each report , compiled independently by different directors, indicates that change is essential The leader of this popular group of musicians is planning a solo single

14. Agreement Rule 4 Use singular verbs with indefinite pronouns Everyone on the committee is planning to attend the seminar Neither of us wants to stay late to do extra work One thing we all want to do is to pass our exams

15. The Dictionary is your Lifeline

16. What about Punctuation? Do we have to ?

17. Punctuation is used to clarify the meaning of what is written Full Stop, Question Mark & Exclamation Mark Commas Semi-Colons Colons Hyphens & Dashes Apostrophes

18. Dashes and Hyphens A dash is used : To show an extension of thought in a sentence I never thought I would pass my exam – but I was wrong. as an alternative to brackets Everyone - and that includes you – must attend the staff meeting. Hyphens are mainly used in compound words, where two or more words are treated as one : self-employed, user-friendly, large-scale, up-to-date.

19. Commonly confused words Accept versus Except Affect versus Effect Ensure versus Insure Less versus Fewer Practice versus Practise Principal versus Principle Some time vs Sometime vs Sometimes Stationary versus Stationery

20. BUSINESS LETTERS

21. Parts of a Business Letter Reference Date Address Airmail/Confidential/Urgent Attention Line Salutation

22. Format Full-Block Format (flush left) Semi-Block Format (writer’s address, date & signature at the right hand side) Simplified Format (similar to the full block format but omits salutations & closing) Indented Paragraph Format ( para begin 5 spaces from left)

23. Parts of a Business Letter Heading Complimentary Close Signature Section Signing on someone’s behalf Enclosures Copies Continuation Sheets

24. When does Communication Fail?

25. When does Communication Fail? You sex has been changed. You were addressed Mr instead of Mrs or Miss. The structure of the document has been given little thought. It is all jumbled up. The purpose of the communication is not clearly stated. The document is written in a very formal style, full of long-winded jargon and technical terms. Important information has been omitted. You have to make a phone call for clarification . The tone is all wrong – maybe critical, condescending or intimidating There are errors in spelling, punctuation and grammar

26. Remember ! Accurate Brief Clear

27. KISS! Keep It Short and Simple

28. Research has been conducted into the degree of understanding of sentences of different lengths. Take a look at these figures : Number of words in the sentence Percentage of population who will understand on first reading 7-10 words 15-20 words 27 words or more 95% 75% 4%

29. Touch up your Tone Avoid Irritating Expressions Your failure to reply It is not our fault Your neglect You did not see You should know We must insist You failed to You should not expect to You cannot expect You have ignored We take issue Your complaint Your refusal to co-operate

30. Positive Language Not Negative Language If you do not return your Form before 1 st August you will be too late to attend the conference Please return your form by 31 st July so that we can register your name for the conference

31. Use Active Language Not Passive Language Tim played the violin The violin was played by Tim

32. Five Cs of Good Business Writing Clarity Conciseness Courtesy Completeness Correctness

33. Clarity ? Be Specific Avoid vague expressions Use familiar words

34. Conciseness ? Avoid unnecessary explanations Avoid wordiness, repetition, long words Use simple expressions instead of jargon

35. Courtesy ? Use “You” language rather than “We” or “I” Be tactful Avoid Irritating expressions

36. Completeness Include dates, times, names & numbers Double check all details carefully Proofread and spell check

37. Correctness Use correct spelling and punctuation Use correct grammar Adapt your language to your reader

38. The 5 Ws of Planning Who ? What ? Why ? Where ? When ?

39. The 4-point plan for successful structuring Opening or Introduction Details Response or Action Close

40. Opening or Introduction (background & basics) Why are you writing? Refer to a previous letter, contract or document

41. Details (facts & figures) Give instructions. Ask for information. Provide all relevant details. Separate into paragraphs for separate theme Make sure the paragraphs flow logically

42. Response or Action What action do you want the reader to take? What action will you take? Give a deadline if necessary

43. Tips for Better Letters Choose simple words Use short sentences Avoid wordiness Use appropriate tone Be precise Ensure accuracy

44. Tips for Better Letters Check consistency Use your initiative Structure the message logically Proofread carefully

45. Close Perhaps a summary or conclusion is necessary? Sometimes all is that is needed is a simple, relevant closing sentence.

46. List down the Categories of Business Letters

47. Tips for Writing Better Letters

48. Why are Memos Written?

49. Why Memos? To instruct or to inform staff To request action To remind someone or something To make suggestions To report on progress To provide information of any kind

50. Purpose Gives busy readers information fast Announce Company Policy Makes a request Explain a Procedure Clarify Information Alerts reader to a problem Reminds readers about a meeting, policy & procedure

51. Clear, direct and focused way on day-to-day activities, like sales & profits, product information, policies and schedule changes, progress reports, orders and personnel direction.

52. Format 8 ½ inches x 11 inches sheet of paper To From Date SUBJECT

53. Structure Introduction Body Conclusion

54. Introduction Intent Action Desired E.g. I would like to draw your attention to the upcoming holiday season….

55. Style & Tone of a Memo Depends on the audience within the organisation Colleagues – friendly, cooperative Managers/Boss- more formal (respect)

56. Strategy Introduction - Know your reader(s) - Tell readers what prompted you to write (procedure, question, policy) Link the first sentence of your memo to your subject line Explain briefly any background information the reader needs to know What kind of action desired/expectations

57. Body/Discussion Inform why a problem/procedure is important Indicate why changes are necessary Give precise dates, times, location and costs

58. Conclusion Ask readers to call you if they have any questions Request a reply - in writing over the telephone, via e-mail, or in person – by a specific date Provide a list of recommendations that the readers are to accept, revise or reject

59. Useful Strategies Use 3Cs - Capture : attention of the reader - Convince : that you are saying something that is useful for the reader & organisation Stress “YOU” - working together, friendly approach, informal

60. Useful Strategies Anticipate questions (wear the reader’s shoes) Use attachment for details

61. Be diplomatic Edit carefully Respond quickly

62. Question : Memo Question ??? Are expressions “Thank You” and “Kind Regards” necessary at the end of a memo?

63. Tips for Better Memos Make a plan first before writing your memo Ensure your message is as clear as possible Separate the message into points Take time to improve your presentation Use numbered points and sub-headings

64. Tips for Better Memos Use language which is simple Keep your message brief and simple and businesslike Ensure your tone of your message is appropriate Adopt the personal ‘you’ and ‘I’ Keep your tone positive

65. Creative and Persuasive Writing

66. Sales Letters

67. AIDA Principles Attention Interest Desire Action

68. Attention ? Attract reader’s attention Aim to sell or persuade readers Striking heading, a question or a challenging statement

69. Interest ? Mention something to interest reader Health, image, economy, fear, future prospects Appeal

70. Desire ? Arouse reader’s desire Describe benefits rather than features Emphasis what is unique, topical or new Give guarantees or evidence of testing Perhaps, give incentive to reply early

71. Action ? Make audience want to buy, find out more or make a call Make it clear what the reader should do next

72. Four P’s Promise Picture Proof Push

73. Four Ps Promise the reader certain benefits Create a picture showing how the reader will gain those benefits Offer proof that you can deliver the benefits Provide a push to action

74. What are Circulars? What are Notices ?

75. Tips for Circulars Singular Salutation is used Avoid words such as “all of you” or “all customers” or “all employees” Only month and year may be shown GOLDEN RULE : Write as if you are speaking to ONE Person

76. Tips for Better Notices Keep notice short Break up longer text using headings & bullet points Use two or three colours, different print style, font size but don’t overdo it Clear heading giving gist of content Include name and title of person with date

77. Business Reports List down the Type of Reports TASK

78. Routine Reports Representatives’ report on sales visits Managers’ reports on the work of their departments Equipment and maintenance reports Progress reports to superiors Safety reports Accident reports

79. Special Reports Informational Reports generally give data, facts & information. Purpose : to inform Analytical Reports provide information and then analyse the material, most probably providing recommendation for action

80. The report-writing process Before you write Compile data Produce a draft Finalize the report

81. What are the stages in Report Writing?

82. Stage 1 : Before you write What is the purpose of this report? What is the problem to be solved What do I hope to accomplish Does the report aim to inform or analyse? Who is going to read the reports? What does the read need to know?

83. Stage 2 : Compile Data There are various methods of collecting information Public information (internet) interviews inspections questionnaire Opinion survey Books/journal/magazines visits Reference to past reports meetings quotations

84. Stage 3 : Produce the draft Terms of Reference Procedure Findings Conclusions Recommendations

85. Stage 4 : Finalise your report Is all the information in the right section? Is the wording and language used consistent? Is everything reported accurately and clearly? Is the writing as brief and clear as possible? Does the report say exactly what you want it to say?

86. Report Writing in Practise

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88. Thank You and Close