Assignment

Topics: How to create a good will tone in a business communication letter

Submission Date: 16th April, 2011

Submitted to: Dr. Ashraful Islam Chowdhury Professor, MBA (Evening) Dhaka University.

Submitted by: Shakib Shoumik Haque ID: 41119026 Marketing Department Dhaka University.

Create a good will tone in a business communication

Goodwill Tone: The unwritten or unspoken message that comes across in communication is considered as the tone of the communication. Goodwill tone is the satisfactory feeling/ impression of the receiver after receiving the message. Business goodwill is decided as the value of the business in excess of its tangible assets. It promotes friendly relations with the customers and suppliers. It is the most important characteristics of a good business communication. Creating a goodwill tone: To create a goodwill tone in message/communication, we must focus on some factors. They are expressed below Identify reader: Write at readers level Before starting to write, identify the person to whom this message should be reached so that we can set the right tone. To set this tone, we may consider the following aspects of the reader. 1. Background on the subject 2. Education level 3. Relationship to you or your organization 4. Depth of information desired 5. Personality traits Frequently, business writing must be adapted to the understanding of a lay person. Usually, long words and difficult terms should be replaced by shorter, more common usages. If a difficult term must be used, it should be explained in understandable language. Use good grammar Use of poor grammar gives others a negative impression. Non-standard or inaccurate English marks a person as uneducated or careless. On the other hand, use of Standard English makes a

good impression, giving people confidence in you. Also, good grammar helps make what you say and write clearer. So, people need not unscramble a message that might be clouded through the use of poor English. Set goodwill tone The following items are the main factors of setting a goodwill tone1. Write naturally: Write the information/ message to the receiver in a clear, simple and natural way. Thus the way, the reader would think that he talk to the writer sitting at in front of him rather than read the letter. 2. Write courteously: The need of courtesy and a courteous tone in business communications seems so obvious that many letter writers give focus this matter. In seeking that proper tone, writers must avoid making accusations, asking awkward questions or casting aspersions on the character of the reader. Each of these expressions could be restated more courteously or could be eliminated altogether. 3. Write ethically: To be ethical, try to maintain that attitude of sitting across from the reader face to face. It is difficult for a conscientiously honest person to look someone in the eye and be dishonest and insincere. In the extremes, if anyone is unethical that find himself in trouble with the law along with the person or people who ordered him to be dishonest. 4. Use a positive mental attitude: This is a must in business correspondence. The person who works with a positive attitude will probably get results that match this attitude. To write with a positive attitude, writers should choose a positive statement over the negative one, avoiding if at all possible. 5. Write from the You viewpoint: Letter writers will profit from noticing how frequently the words you, your and yours

are used in business correspondence. This point of view gets the readers attention and holds it up to those matters that concern that reader. The business person who does not keep customer and client interests uppermost in mind will find bumps in the road to success. 6. Watch word connotations: Not only the writers are sure to use that give the correct specific meaning he desire, must also be careful of word connotations. This means that writer must be concerned with various associations and unspoken meanings particularly words might bring to another persons mind. 7. Be careful with humor and sarcasm: Humor, when used acceptably can be a very effective tool in any communicating process. But heavy humor, which becomes sarcasm, can be hazardous and should be used only under limited circumstances between people well acquainted with each other. 8. Hold temper: In business and personal life, a flare of temper is an extravagance one can not afford. The great hazard of temper explosions is that they can become a pattern and the symptoms may get worse each time. The basis of showing goodwill in writing business communications is to present ourselves and our business at our very best. If you are angry, all the will power would destroy. So one should follow the rules cool down before you crack down. 9. Close with a positive statement: Writer should always try to make letters as brief as possible. But he should add an extra word or line which gives a closing of the letter with a positive statement. For instance, saying thank you doesnt cost anything but it can pay high dividends.