Professional Documents
Culture Documents
WORKSHOP OVERVIEW
Importance of effective communication for any organisation can never be gainsaid. In fact,
communication is the bloodline of any organisation. This workshop aims at enhancing the
awareness of the growing need for effective communication within an organisation, with
particular emphasis on written communication. The participant is exposed to different kinds of
written communication Report-Writing, Memo-Writing, Letter Writing, e-mail communication
etc. At the end of the workshop, the participants will have been sensitised to the urgent need for
persuasive communication in the competitive business world, which is pro-active too.
Most of the times, knowledge of effective communication and ability to communicate
effectively are mistaken for one another. The former represents knowledge, while the latter
represents skills. While knowledge can be acquired from external agencies, skill can be honed
up only within oneself and any amount of external help has a limited impact. Similarly, the
ability to communicate is measured by the majority by the fluency displayed by an individual in
spoken English, which is taken for granted in written communication. A person of
experience realises to distinguish between these two and accordingly prepares himself to be an
effective communicator, both in oral communication and written. In fact statistics prove that
more often than not, persons having limited vocabulary but with effective communication ability
are able to put across their ideas more forcefully than those who command extensive vocabulary.
The emphasis is not on mere words or flowery language but on simple and effective
communication, which not only has the desired impact on the receiver but also evokes
matching response immediately from him. It would be appropriate to quote Peter Drucker, the
renowned management consultant on the importance of communication in the commercial
world.
Quote As soon as you move one step from the bottom, your effectiveness depends on your
ability to reach others through the spoken or the written word. And the further away your job is
from manual work, the larger the organisation of which you are an employee, the more
important it will be that you know how to convey your thoughts in writing or speaking. In the
very large organisation, this ability to express oneself is perhaps the most important of all the
skills a person can possess Unquote.
This workshop aims at helping the participants identify their individual styles of communication
and fine tune the same wherever necessary from the point of view of effective writing. Besides,
BASICS
Communication at a glance (from Rangas material Raj to
type)Page 4
10 COMMANDMENTS
OF
COMMUNICATION
BARRIERS TO
COMMUNICATION
SELECTIVE
ATTENTION
1. Inattention, distrust
of communication,
absence of interest.
2. Receiver ignores the
information that
conflicts with what
he/she already
knows.
3. Receiver hears what
he/she expects to
hear.
4. Inappropriate time
of communication.
SELECTIVE
PERCEPTION
SELECTIVE
RETENTION
1. Badly expressed
message.
2. Faulty
transmissions.
3. Distortions or loss
in transmissions.
4. Receiver
remembers only
what he/she wants
to remember.
STEPS TO OVERCOME
BARRIERS TO
COMMUNICATION
Sharing information/details
Persuading
Conveying instructions to employees of a department,
project, division, administrative office, the entire
organisation etc.
Reporting on situation and seeking instructions
Eliciting enquiry about a product and reply thereto
Bringing on record critical facts/process/decisions etc.
for the purpose of documentation and future follow-up
Convey ones thoughts or feelings (in the case of
personal communication)
PARAMETERS FOR IDENTIFYING SUCCESSFUL WRITTEN
COMMUNICATION:
It is permanent and mostly accessible to more than one (the receiver) excepting in the case of
private and confidential correspondence; every communication speaks for the sender so fully
as though the sender is in a face-to-face communication with the receiver/reader.
The sender has an opportunity to think through his/her message. In conversation it is not
possible to recall our words back or stop to reorganise them into a more logical form. Most
people tend to speak off the cuff.
Once the thoughts are put down in words in written communication, very rarely another
letter from the same receiver can reverse the damage done, if any.
Every written communication is an ambassador for the writer or sender creates goodwill or
bad blood unless the communication is so ineffective that the receiver can choose to be
indifferent to it.
The receiver/reader can consider the message at leisure without any pressure as happens in
the oral communication. Mostly people remember only 25% of what they hear.
We can supplement the written message with charts, diagrams, illustrations, statistical details
and other materials. This is not possible in the case of spoken communication despite the
help of visual aids.
If done with a client or a customer, written communication is the correct platform to enhance
the credibility of the organisation of the sender as well as that of the sender.
If done with a superior within the organisation, it should evoke a better understanding of the
situation of the sender and response in the desired direction
If done with a subordinate within the organisation, it should ensure compliance with
instructions in full without any ambiguity and without sounding bossy
If done with a peer within the organisation, it should ensure empathy and full understanding
of the position of the sender
As usually one gets more time for written communication than for oral communication, the
quality of written communication is expected to be better than oral communication from the
same sender and complete in all regards.
complete,
balanced,
stimulating to the receiver making him receptive to new
ideas/approach,
backed by statistics to the extent possible,
centering around facts and figures rather than achievement
of self (of the reporter),
comprehensive including suggested course of action for
achieving the desired results & not merely reporting
problems
not on the lines of a newspaper report but should be
compelling to the reader.
If caution is not exercised, as opposed to oral communication, one does tend to get elaborate
and not precise in written communication causing repetition of ideas etc. often referred to
as self indulgence
A ADDRESS CLEARLY
C CORRECT
T TALENT
A ATTENTION
DRAWN
-
A ACTION TO BE INITIATED
Selective retention
Inability to visualise the senders problems/constraints lack of empathy
Unreasonableness in expectation on performance
High degree of engrossment in self exaggerated importance to problems
relating to self and limitation in relating to others
Poor knowledge in English
EFFECTIVE
WRITING
WHAT TO DO
FOR
EFFECTIVE
WRITING
REVISION
CHECKLIST
EFFECTIVE
BUZZWORDS
15 WAYS
TO
BETTER
COMMUNICATION
EFFECTIVE WRITING
REVISION CHECKLIST
REMEMBER
NO PAIN NO GAIN
EFFECTIVE WRITING
BUZZ WORDS 1
WORM
OBJECTIVE OF THE
COMMUNICATION?
EFFECTIVE WRITING
BUZZ WORDS 2
CLIENTS
C
CONTENT
SUGGESTED ACTION
EFFECTIVE WRITING
BUZZ WORDS 3
SALES
S
EFFECTIVE WRITING
BUZZ WORDS 4
KEEP
IT
SHORT
SWEET
15 WAYS TO
EFFECTIVE COMMUNICATION
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
KEEP ON SCHEDULE
15.
up letters etc.
Steps involved in indirect response
- Beginning with words that indicate response to the request and are neutral to the answer
- Presenting justification or reasons for refusal using positive language and you-viewpoint
- Refusing clearly and positively and including a counter-proposal or compromise
wherever possible
- Ending with an adapted goodwill comment
Different types of indirect letters like persuasive requests or sales letters
Persuasive requests
- Opening with words that set up the strategy and gain attention
- Presenting the strategy (the persuasion), using persuasive language and you-viewpoint
- Making the request clearly and without negatives either at the end of the letter or
followed by words that re-iterate the persuasive appeal.
Sales letters
- Gaining favourable attention in the opening
- Creating desire by presenting the appeal, emphasising supporting facts and emphasising
reader view-point
- Including all necessary information using a coordinated sales package (brochure,
leaflets etc.)
- Drive for the sale by urging action and recalling the main appeal
- Possibly adding a postscript
7. Other Business Messages Memorandum, Fax/E-Mail etc.
Other Business Messages include the following
Collection letters to customers
Claim letters for adjustment on monies payable by customers
Intra-office memorandum, i.e., within the same organisation, from one department to
another department, one division to another division, branch to head office and viceversa, from the management to concerned (all) departments, divisions, offices, branches
etc. in the form of instructions, policies/directives etc.
Orders that begin with a clear authorisation and containing an orderly arrangement of
units, descriptions, prices etc.
Fax/e-mail messages, which are becoming critical means of communication in modern
business
Of the above, collection letters, claim letters and orders are separately dealt with.
Features of Memorandum Fax/E-mail
Memorandum
Keeping the line length under 80 characters (and not words) under 72 if possible;
Not to use abusive or offensive language (flaming) that one would not use while
communicating in person;
To ask for permission before forwarding or posting someone elses message to avoid
breaking the writers confidence;
If it is a reply to an enquiry, reply in the same order in which enquiry has been received;
Not to list out excuses for delay in execution of the clients order, but to give firm
indication about possible date of delivery; even if there are genuine reasons, it is
preferable not to give prominence to these, at least in the very first communication, when
the client is annoyed with the delay in execution and/or when the client is not able to
know the reasons therefor;
If the communication from the other side calls for positive action or a definitive plan, the
reply should contain indication of positive action or a definitive plan;
In the absence of face-to-face contact, need for more emphasis on You-viewpoint than
We-viewpoint;
To consider fully the cultural differences between the sender and the receiver in this type
of communication this could affect the form of greeting, certain expressions, form of
closure etc.;
If the credibility of the organisation is at stake due to whatever reasons, the e-mail or fax
communication should have a tone of reassurance and confidence building.
1. Adaptation & Selection of Words List of words that are frequently misspelled
A
B (continued)
C (continued)
E (continued)
Abbreviate
Bankruptcy
Compulsory
Endeavour
Absence
Beginning
Consensus
Enforceable
Abundant
Beneficial
Consistency
Enormous
Accessible
Buffet
Contingency
Enthusiastically
Accommodate
Bulletin
Controlling
Entrance
Accompanies
Bibliography
Correspondent
Espionage
Accompaniment
Bookkeeper
Corresponding
Exaggerate
Accumulate
Brochure
Criticise/Criticize
Exaggeration
Accuracy
Benefited
Curriculum
Excel/Excellence
Acknowledgement
Break
D
Exceptionally
Acquaintance
Bureau
Debacle
Exhaustion
Adequately
Business
Debt
Exhibition
Admission
C
Debtor
Exhibitor
Admittance
Calculation
Decadent
Exhilaration
Adolescent
Calendar
Deceit
Existence
Advantageous
Camouflage
Deceive
Exorbitant
Allege
Cancelled
Deference
Expensive
Alliance
Cancellation
Deferred
Extension
Analysis
Catalog/catalogue
Dependent
Exuberant
Analyze/analyse
Catastrophe
Depreciation
Eminent
Anonymous
Category
Description
Environment
Apologetically
Cellar
Desirable
Equipped
Apparatus
Cemetery
Detrimental
Especially
Apparent
Changeable
Dilemma
Experience
Appreciate
Choose
Diligence
F
Appropriate
Chose
Disastrous
Facilitate
Argument
Colossal
Disciple
Facilitator
Arrangement
Column
Discrimination
Familiar
Arrears
Commitment
Dissatisfaction
Familiarly
Ascertain
Committed
Division
Familiarize/familiarise
Association
Committee
Divisive
Fascination
Attendance
Comparative
Definitely
Feasible
Authorise/Authorize Competent
Desperate
Feminine
Auxiliary
Competition
Dictionary
Financier
Awfully
Competitor
Disappearance
Foreign
Accidentally
Complexion
Dissatisfied
Franchise
Amateur
Comptroller
E
Fraud
Appearance
Conceivable
Economical
Fraudulent
Arguing
Concise
Ecstasy
Freight
Arithmetic
Conscience
Effect
Fulfil
Athletic
Conscientious
Efficiency
February
B
Consciousness/Conscious Embarrassment
Forty
Ballet
Consensus
Emphasise/emphasize Fourth
G
Gauge
Grammar
Grievance
Guarantee
Guaranty
Guidance
Generally
Government
H
Harassment
Hereditary
Hindrance
Horizontal
Hygiene
Hypocrisy
Hypothetical
Height
Humorous
Homemade
I
Initial
Ideally
Idiomatic
Illegible
Immediately
Imperative
Implement
Incidentally
Inconvenience
Indemnity
Independent
Indispensable
Inevitable
Inflationary
Influence
Influential
Ingenious
Initial
Inoculate
Innocent
Institution
Intellectual
P (continued)
Particularly
Pastime
I (continued)
Interfere
Interference
Itemize/itemise
Itinerary
Interpretation
Interrupt
Invoice
Irrelevant
Irresistible
Incredible
Interesting
Irresistible
J
Jeopardise
Jeopardy
Judgement
K
Kerosene
Knowledge
Knowledgeable
L
Labelled
Laborious
Legitimate
Leisurely
Liable
Liability
Licence/license
Likelihood
Livelihood
Liquor
Liveable
Loose
Lucrative
Luxurious
Laid
Lead
Led
Lose
Losing
M
Magistrate
Q (continued)
Qualm
Quarrel
M (continued)
Magnificence
Magnificent
Maintain
Maintenance
Majestic
Malicious
Manageable
Mandatory
Manoeuvre
Marketable
Materialism
Measurable
Mediator
Melancholy
Metaphor
Miniature
Miscellaneous
Mischievous
Misspelled
Mortgage
Mosquito
Municipal
Mysterious
Marriage
Mathematics
Miracle
N
Nave
Naivete
Necessary
Necessity
Negligible
Negotiable
Negotiate
Neurotic
Neutral
Ninety
Ninth
Notable
Noticeable
O
Objectionable
R (continued)
Restaurant
Rhythm
O (continued)
Occurrence
Omission
Omitting/Omitted
Opinionated
Option
Outrageous
Overrated
Optimistic
Observant
Occasionally
Occupant
Occurred
P
Picnicking
Plausible
Politician
Possession
Practically
Precede
Precise
Preference
Preferred
Prejudice
Presence
Prestige
Presumption
Prevalent
Privilege
Procedure
Proceed
Propaganda
Prophecy
Prove
Psychology
Pursuant
Pursue
Pageant
Pamphlet
Parallel
Paralysis
Parity
Parliament
S (continued)
Sacrilegious
Seize
Pedestal
Penicillin
Permanent
Permissible
Permitted
Paralyze/Paralyse
Performance
Personal
Personnel
Physical
Possession
Principal
Principle
Probably
Proceed
Professor
Pronunciation
Prophesy
Persistent
Phenomenon
Perspiration
Physician
Q
Qualitative
Quality
Quantify
Quantitative
Quantity
Questionnaire
Quietly
Quit
Quiet
Quite
T (continued)
Tyranny
Than
Then
Their
There
Thorough
Quizzes
R
Rebellion
Rebellious
Receipt
Receive
Recommend
Recommendation
Reconcile
Reconciliation
Recur
Recurrence
Reducible
Reference
Referred
Rehearsal
Reimburse
Reimbursement
Relief
Relieve
Reminiscent
Remit
Remittance
Remitted
Repetition
Representative
Resource
Respectfully
Reputation
Responsibility
Returnable
Reveal
Revelation
U (continued)
Unknown
Unmistakable
Unnatural
Unnecessary
Unscrupulous
Usually
Relevance
Revenue
Routine
Referee
S
Saleable
Schedule
Scientific
Scrutinise
Scrutiny
Separate/Separation
Sergeant
Serviceable
Siege
Significant
Similar
Souvenir
Specifically
Specimen
Sponsor
Statistics
Strategic
Stubbornness
Substantial
Succeed
Succession
Superficial
Superfluous
Superintendent
Supersede
Supervisor
Suppress
Surroundings
V (continued)
Ventilation
Versatile
Vigilance
Villain
Vinegar
Volume
Severely
Sieve
Sophomore
Stationary
Stationery
Studying
Subtle
Successful
Surprise
Susceptible
Symbolic
Symmetrical
Synonymous
T
Tariff
Technical
Technician
Technology
Temperature
Tendency
Theoretical
Tolerance
Tolerant
Tomorrow
Traffic
Tragedy
Tragic
Transcend
Transmit
Transmittal
Transparent
Tried
Twelfth
W (continued)
Wholly
Withhold
Weather
Weird
Writing
Y
Through
Tries
Trouble
Truly
Typically
U
Unanimous
Undoubtedly
Uniform
Universal
Unbelievable
Utterance
V
Vaccine
Vaccinate/Vaccination
Vacuum
Variation
Variety
Vehicle
Vengeance
Vain
Vein
W
Wave
Waiver
Waver
Warranty
Whisper
Whistle
Whole
Yacht
Yawn
Yield
Young
Youth
Z
Zealot
Zealous
Zenith
Hard, hardly
Hard (adjective) tough like in hard substance, difficult to break or solve as in the case of a
problem.
Example Diamond is a hard substance
Hardly (adverb) rarely
Example He studies hardly, meaning thereby he studies once in a while but not regularly.
Heartily, wholeheartedly
Heartily (adverb) with enthusiasm
Example The crowd welcomed the proposal of the politician heartily.
Wholeheartedly (adverb) without any reservation, fully
Example The Prime Minister wholeheartedly supported the move to make high school
education compulsory for all Indians.
Honorary, honourable
Honorary (adjective) not being paid for the work done
Example He is the honorary treasurer of our trust.
Honourable (adjective) full of honour
Example The judge is a honourable person.
Human, humane
Human (adjective) relating to mankind
Example The foreign pharmaceutical companies have used human guinea pigs in Asia to test
their new formulations.
Humane (adjective) sympathetic
Example Servants at home need humane treatment.
Imply, infer
Imply (verb) to suggest, indicate
Example Why do you imply that I have changed completely after marriage?
Infer To deduce from evidence
Example We infer from the data available that Bangalore is the costliest city in the South.
In and at
In (preposition) denoting a large place in which a person or a place is located.
Example I live in Pune
At (preposition) but denoting precise position or location
Will, shall
Will (verb) simple future
Example I will do it.
Shall (verb) definitive future, almost a command at times
Example We shall do it (determination). You shall do it (command)
There, their
There (adverb) that place as opposed to a place near the speaker
Example I will go there to fetch vegetables for a week.
Their (possessive form) of they
Example This is their house.
Whos, whose
Whos = contraction form for who has and who is.
Whose = possessive form of who.
Youre, your
Youre = contraction form for you are or you were.
Your = Possessive form of you.
For effective communication, it is preferable to use concrete words in the place of abstract
ones.
Abstract words
A significant loss in production
The majority of employees in the organisation
For this capital expenditure we require
substantial amount.
This should be delivered in the near future.
The contract comes to an end by mid-June
Our modernisation programme envisages
installation of labour saving machines.
Ours is one of the leading manufacturers of
abrasives in India.
Concrete words
A 35% loss in production
About 70% of the employees in the organisation
For this capital expenditure we require around a
million rupees.
This should be delivered within 48 hours.
The contract comes to an end by 18/06/99.
Our modernisation programme envisages
installation of automatic machines, which will
reduce the workforce by 120.
In the field of abrasives in India, we are counted
among the top ten manufacturers.
Simple words
Shorten
Total
Start
Conceive, think of
Guess
Speed up
Show
Workable
Familiar words
This machine tends to get noisy at high
temperatures.
The most efficient assembly-line is a one-way
flow.
The data studied show that the product is in good
demand.
The process is not suitable for fast assembly line.
Non-sexist
Manufactured fabrics, fabrics of human origin
Personnel, workers
Congressperson, members of congress,
representative
Businessperson, business executive
Mail person, mail carrier, letter carrier
Police officer
Fire-fighter
Fisher
Chairperson
Sales person, sales executive
Author
Poet
Lawyer
Camera operator
A customer who pays in time is considered A
rated customer.
Any unauthorised employee who enters the
security area is subject to dismissal.
A supervisor who is negligent is responsible for
production loss.
When a customer needs service, it is the
customers right to ask for it.
Note: We can achieve the non-sexist effect in our writing in another manner also that is, by
using the plural form. For example, if customers pay in time, they are considered A rated
customers. Alternatively, wherever possible, a neutral pronoun may be used like one etc. The
usage of he or she is not recommended to avoid clumsiness in construction of sentences.
Action Verbs Vs. Camouflaged Verbs
In communication, it is preferable to use action verbs rather than camouflaged verbs.
Action verb means direct and active voice while camouflaged verb mostly is indirect and
involves passive voice. Action verb is direct, as the subject is not an inanimate object like it
etc. but the person who does the action; a camouflaged verb on the other hand, the verb
describing the action is converted into its noun form. The following examples will make the
difference clear between action verb and camouflaged verb.
Action Verb
Acquire
Appear
Apply
Appraise
Assist
Discuss
Reconcile
Investigate
Record
Liquidate
Resolve
End
Promote
Meet
Summarise
Consider
Noun Form
Acquisition
Appearance
Application
Appraisal
Assistance
Discussion
Reconciliation
Investigation
Recording
Liquidation
Resolution
End
Promotion
Meeting
Summary
Consideration
Similarly for effective communication, it is preferable to use active verbs over passive
verbs.
Passive verb usage
Sales were effected to the tune of Rs. ---The desired changes were implemented by the
staff.
Adoption of certain villages has been done by
the company with a view to develop them.
It could be seen by one and all that the attempt is
futile to ring in progress.
The necessary corrective steps have been taken.
All the suggested changes have been accepted
by the members of the committee.
The machinery has been installed
It was resolved by the executive committee that
they should raise more funds for the
organisation.
The pilferage from the factory was seen by so
many workers.
It has been decided by the management that this
year too the bonus would be 10%
The terms of exchange of workers were agreed
upon by the delegates of the two groups.
Production has been started
It does not mean that active voice is wrong or does not have its place or use in communication.
It surely has its place when the subject is not important or not to be disclosed or it is newspaper
reporting, which is called reporting style of communication. Following examples will clarify
the need for passive voice.
When the subject is not important
Oil is refined in Bombay High. (By whom is irrelevant here)
When the subject is not to be disclosed
Complaints are being received about your irregularity. (From whom is not to be disclosed)
Newspaper reporting
It has been noticed that of late the spate of murders in Mumbai has increased two-fold.
2. Caring for expressions
Oft repeated expressions/hackneyed expressions Vs. Simpler relatives
Following are some of the examples of hackneyed expressions that we commonly use in our
written communication without any second thought (means we are so much used to these
expressions) along with their simpler relatives.
Oft repeated/hackneyed expression
Simpler relatives
report.
We are in receipt of your letter dated 22/08/99
and thank you for the same.
We await an early compliance with the rules and
regulations by your office.
You may be rest assured that any information
that you will pass on to us will be kept in the
strictest confidence by us.
We beg to advise you that our off-season sales
will commence on the 5th of October.
While acknowledging the receipt of your letter
dated 22/08/99, this is to intimate that the matter
of higher commission is being looked into and a
detailed letter from our end may please be
awaited.
You have not yet sent us samples of your new
product, Trion.
(Anonymous)
Correct idiom
Authority on
Comply with
Equally bad
In search of
Possessed of the ability
Seldom if ever
Superior to
In accordance with
Suggested Substitutes
Give up
Speed up, hurry up
Go on, keep on
Put off
Take off
Come down
Blow up
Figure out
Take out, take away
Go back, get back
Surrender
Accelerate
Continue
Defer
Depart, remove
Descend
Explode
Solve
Remove
Return
Effective substitute
Like
Now or at present
For
Because, since
By
Meanwhile
Soon
About, around
Since, because
On the basis of
With regard to, with reference to
With a view to
On the occasion of
In very few cases
By
About
To
On
Seldom
Surplus words
Containing surplus words
He ordered chairs that are of executive class.
I am prepared to report to the effect that our
profits are dwindling.
His track record has been outstanding enough to
enable him to get this promotion.
There are six norms to be observed while
applying for a bank loan.
It will be noted that the records for the past years
show a steady increase in allocation for bonus.
In the period when I was on leave the factory
was on strike.
The building that was damaged by fire is being
repaired.
During World War II, President Roosevelt had received the following draft of an order for
approvaL
Such preparations shall be made as will completely obscure all Federal buildings and nonFederal buildings occupied by the Federal Government during an air raid for any period of time
from visibility by reason of internal or external illumination. Such obscuration may be obtained
either by blackout construction or by termination of the illumination. This will, of course,
require that in building areas in which production must continue during the blackout,
construction must be provided that internal illumination may continue. Other areas, whether or
not occupied by personnel, may be obscured by terminating the illumination.
President Roosevelt had sent the following approved draft:
Tell them that in buildings where they have to keep work going, to put something across the
window. In buildings where they can afford to let the work stop for a while, turn out the lights.
(Source not known)
Roundabout construction
Roundabout construction
The budgetary estimate can be observed to be
increasing disproportionately every year.
The management is at present involved in the
task of reviewing the grades of non-unionised
staff.
Revised version
Modern facilities will be available at our resort.
He reported for duty on the 23rd of this month at
7.00 A.M.
The essentials should not be overlooked.
The consensus is that the recent hike in sales tax
is unfair.
Now we are running two hospitals.
We should plan.
Essential
Near
Revert to
Return
Status
Small
Large
Personal opinion
Necessary requisite
New breakthrough
Different varieties
Many varieties
Exactly identical
Enclose herewith
Comprise of
Ponder over
Opinion
Requisite
Breakthrough
Varieties
Varieties
Identical
Enclose
Comprise
Ponder
Unity of sentences
The ideas contained in various sentences in written communication should be arranged in a
logical sequence so that the reader or the second party to the communication receives the
message in a wholesome manner. If ideas remain unrelated to each other, congruity is lost. We
can bring about this unity in sentences by any one of the three basic ways as under:
1. You can put the ideas in separate sentences and arrange them in a logical sequence.
2. You can make one idea subordinate to another in one sentence.
3. You can add words that show how the ideas are related or linked to each other.
The following examples will illustrate this emphatically.
1. Mr. Srihari is our new Regional Chief and he is from Calcutta.
Revised, these two ideas will be in two sentences as under:
Mr. Srihari is our new Regional Chief. He is from Calcutta.
2. Another way of expressing the same will be to make one the subordinate to the other as
under:
Mr. Srihari, who is our new Regional Chief is from Calcutta.
3. A third way of bringing about unity of sentences is to add words to link up two or more
ideas. This is evident in the second example which goes as under:
Last year we had increased sales revenue and our profits dwindled.
These two should be presented as being related. We can achieve this in the following
manner.
Alternative I - In spite of increase in sales revenue last year, our profits dwindled
(emphasis on reduction in profit)
Alternative II Last year, although the profits dwindled, our sales revenue increased
(emphasis on increase in sales revenue)
4. Further examples of unrelated sentences and how they could be related:
Unrelated
Our territory is the vast southern half of the
country and our salespeople cannot cover it
thoroughly.
Operation of the new CNC machine is simple,
but no machine will work unless it is
Related or improved
Our territory, the southern half of the country is
vast and hence our salespeople cannot cover it
thoroughly.
Operation of the new CNC machine is simple;
but like any machine, it will not work well
maintained.
Our focus is on bacterial vaccines and 80% of
our business is from them.
Girls required for attending telephone of
pleasant voice and smart appearance.
Wanted special reclining chairs for old people
with sliding back and adjustable legs.
unless it is maintained.
As a result of our focus on bacterial vaccines,
80% of our business comes from them
Girls with pleasant voice and smart appearance
required as telephone operators.
Wanted for old people, special reclining chairs
with sliding back and adjustable legs.
Illogical construction
Illogical construction can rob sentences of unity. An example The first part of the sentence is
in active voice while the second part of the sentence is in passive voice. We conducted the
negotiation and the decision was implemented. Unity can be achieved by converting both the
parts into active voice. Changed sentence is We conducted the negotiation and implemented
the decision.
Further examples of illogical construction and corrected version
Illogical construction
Knowing that he failed to see reason for the
slump in sales, we permitted him another chance
to promote sales.
I have never known a person who is so much
interested in helping his colleagues who have
got into personal problems, which cause them
worry.
My graduation was completed in 1991 and then
I joined Sarabhai Chemicals as medical
representative.
Improved version
As he failed to see reason for the slump in sales,
we permitted him another chance to promote
sales.
I have never known a person who is so much
interested in helping colleagues, who are worried
with their personal problems.
I completed my graduation in 1991 and then
joined Sarabhai Chemicals as medical
representative.
Correct use
Pieces of work as works means production
plant.
Pieces of advice
Strategy is plural and singular form is stratagem
Data is plural and singular form is datum
Walkable distance
Could be able to
Dispose off the case
Due to the rains the programme could not be
held
I am in Pune since the past 4 months
Walking distance
Could or would be able to
Dispose of the case
Owing to the rains the programme could not be
held (or) the programme could not be held due to
the rains (due to should not commence a
sentence)
I have been here since May 1999. (whenever
since is used verb should be in the form of
have been or has been and the name of the
month should be mentioned)
Supposing (or) if I become the President of our
club ------ (both should not be used)
This is indeed a unique occasion (very should be
avoided)
You-Viewpoint
We thank you for your order for 200 sets of
dinner table items. The retail price per set is
Rs.1100/-. You can reap a profit of Rs.300/- per
set, as the special price is only Rs.800/- per set.
We thank you for your report of 20/08/99.
You have been enjoying credit on purchases
from us for the past 3 years. Of late your bills
show substantial outstanding beyond the credit
period. We suggest that you clear the outstanding
bills immediately and continue to enjoy credit on
purchases.
You will be receiving 100 pairs of soft lenses
within 48 hours. In case of delay please do
contact us immediately.
Your advertisement for the post of Accountant
specifies requirement of minimum experience in
selected areas. I possess the requisite practical
experience of 10 years in these areas. Hence I
am confident that I will meet your requirements.
Reports
Reports require exclusive handling and hence are dealt with separately.
There are different kinds of reports Sales Report, Report of a technical nature, i.e., Technical
Features of a Product, Statistics Report on any matter, like number of workers absent per shift
etc., Progress Report on Projects (under execution on behalf of clients), Implementation Report
of an Industrial Project, Investigation Report on a department, fraud etc., Systems Report,
Management Information System Report, Feasibility Report of a Strategic Business Unit
(SBU)/Internal Business Unit (IBU), Division, Department, Manufacturing Unit, Branch, Sales
and Marketing Centres Detailed Project Report etc.
Considering mode of presentation of reports, there are different kinds of reports The Short
Reports, Reports in the form of Memorandum and Long and Formal Reports.
Fundamentals of Report Writing
Basics
- Determining the purpose of the report
-
Length and formality determine the following general progression of report structure
The very long ones have many pages devoted to the preliminary section, like the Title
Page, Table of Contents, Executive Summary, etc. It has Title Fly for each title.
As reports become shorter and less formal, the compositions of the preliminary section
progressively reduces in the following order
First the title fly drops out
Then the executive summary goes out
And lastly the table of contents is also omitted
Points of difference between short reports and long and formal ones
Short reports have less need for introductory material;
They are more likely to begin directly, i.e., conclusion and recommendation first
Then use the introductions and summaries in following parts to tell the readers where
they are in this structure;
At the end bring together preceding information, analyses and conclusions to reach the
report goal and
It is desirable to make these coherence helpers inconspicuous that is, make them appear
to be a natural part of the message.
Dt.: 22/06/99
Messr
s
When your representative took the order in the month of April 1999, we were given assurance
that the supplies would be effected within 3 weeks. Although we had other suppliers, the order
was given to you, considering our past relationship. Further, we had planned our delivery
schedule, based on this assurance.
However, we have not received the supplies till date. We do not know what you are doing about
the delivery. You cannot even imagine what we are going through with our customers due to
the slippage in deliveries. We have been forced to face this situation only due to your
negligence. We further note with regret that your last letter dated 15/06/99 does mention about
delivery immediately but so far nothing has happened.
Under the circumstances, we do not have any alternative other than to cancel the order
immediately. Please do not effect any supplies under our purchase order 18 dated 10/04/99 and
arrange to return the advance money of Rs.53,000/- immediately.
Thanking you,
Yours sincerely,
Manager (Purchases)
Let us examine all the points that have been encircled in the letter:
1. To There is no need to prefix To before writing the address of the receiver. As the letter
is being sent on our letter-head our address is given at the top. This means that the other
address given in the letter is that of the receiver and hence there is no need for writing To.
2. Date It has been conventional practice to prefix the actual date of the letter with the words
date. It has lost its relevance now in business correspondence. It is obvious that the date of
the letter is put at the right hand top corner of any letter and hence no need to prefix the
actual date with the words date.
3. Messrs These words are appropriate in the case of partnership firms in general and those
that bear the names of the partners in particular. It is incorrect to address a limited company
to address in this fashion, as a limited company is a separate legal entity and it is proper to
address it as The; if not, merely stating the name of the company will suffice.
4. Attention, for kind attention of these have ceased to be the style of modern business
communication. To address the letter in the personal name of the receiver, stating his
position, if necessary, is increasingly accepted. This practice makes the letters that much
more personal and warmer. However, if the situation warrants addressing the organisation,
i.e., when the receiver company insists upon this procedure, it should be done. Thus,
wherever possible, it is worthwhile to find out the names of the receivers so that we can have
not only proper address but also proper salutation as is discussed in the subsequent point.
Care should be taken to address routine letters, for example, letter enclosing cheque etc. to
the concerned departments, rather than to the officials.
5. Salutation Dear Sirs this will also change along with the change in the name of the
receiver. Whenever the letter is addressed to the individuals, it is appropriate to use either
Dear Mr. --------- (in the case of males) or Dear Ms. ------- (in the case of females). In
order to avoid confusion and mistake regarding the marital status of females, nowadays it is
the practice to use Ms. uniformly, which is common for Missus as well as Miss. We can use
Dear Sir or Madam in case the receivers are well above in status and/or age; use of
Dear madam is avoidable. Further, a word of caution about names the names should be
spelt properly and names being misspelt is an avoidable situation. The efforts taken for
finding out the exact spelling of the names of the individuals are worth the trouble, for a
number of individuals are sensitive about their names being misspelt. In case the
communication is addressed to a professional, like doctor, professor etc. it would be
appropriate to address as Dear Doctor, Dear Professor etc. in the place of routine forms of
salutations like, Dear Sir Or Madam.
6. The specimen letter contains a lot of information between the salutation and the contents.
This is avoidable as the readers interest will get progressively reduced with the length of the
intervening lines. A subject line to draw the attention of the receiver to the topic of
communication is warranted, but it should be short like in this case, STEEL STRIPS
DELAY IN SUPPLY would suffice. A subject line should never be flabby.
7. Reference to letters from both sides The reference to letters need not be prominent and
occupying so much space. In case it is necessary to draw the attention of the reader to
reference number of relevant communication in the past, it may be given in the opening lines
of the letter. We may just refer to their letter of ----- (date) and leave it at that; in case it is felt
necessary to give all details of reference letter, the number can be given in brackets after
giving the date of the letter. However, in case of correspondence with Government
departments, it may be necessary to give full details of pending correspondence, without
which perhaps, the linkage may not be available or letter may not be attended to. The current
practice is not to use any label for the subject line, like Sub or Ref, as these are
perceived to be insulting to the intelligence of the reader.
8. We do not know ------------------ negligence However provoking the delay is, these
words are to be avoided in a written communication. These may be told orally, if found
needed for effect. For all we know, we may be forced to go back to them for supplies at a
later date due to the then prevailing market conditions and by using such intemperate
language, we are closing the doors for future relationship, if required.
9. Thanking you at least in this letter, looking at its tone, these words are totally misplaced.
Even otherwise, the phrase, thanking you is a routine closure for any letter without
application of mind on its relevance and does not convey any gratitude on the part of the
writer from the writer. In case we want to convey our gratitude, the same should find a
suitable place in the body of the letter, perhaps in the opening lines and not at the close. In
case we want to reiterate our thanks, the same could be expressed again in a complete
sentence towards the close of the letter, although it is not necessary. We may start the letter
as follows We thank you for your prompt action in refunding the amount, we thank you
for co-operation and sincere attitude etc.
10. As the letter is typed out on the letter-head of the company, it is understood that the signatory
is signing on behalf of Killixon Engineering Limited. Hence there is no need to type out For
Killixon Engineering Limited before signing; instead the designation of the person signing
the letter is very important.
11. Yours sincerely This is called a complimentary close. A recent development in the
USA through Administrative Management Society (AMS) is to dispense with both
salutation and complimentary close in business letters. The practice is yet to find wide
acceptance. The combination of salutation and complimentary close is given below:
Salutation
Sir
Madam
Dear Sir
Dear Sirs
Dear Madam
)
)
)
)
)
)
)
Yours sincerely
Note: The complimentary close expressions such as yours obediently, yours friendly
etc. have become obsolete in modern business and as such are to be avoided. A formal q
letter should not end with the expression with warm regards or regards or a
related variant. A personal and informal letter may end with the expression with warm
regards or regards or related variant.
12. After signature, the name of the writer should be given within brackets so that the writer is
identified and in response from the receiver, if needed, the name can be used. Further, some
of the signatures are not decipherable and hence it is only appropriate that the name of the
writer is given within the brackets, just beneath the signature of the sender.
13. C.C. Mr. Dewan Who is Mr. Dewan? How will the reader understand the relevance of
enclosing a copy of the letter to Mr. Dewan? The designation of Mr. Dewan should be given
so that the reader is able to link the act of enclosing and most likely endorse a copy of his
response also to the same person. Further it is preferable to mention copy instead of c.c.
Lastly, there is a concept of blind copy. This is used wherever the sender does not want other
readers to know that he has endorsed a copy of the letter to the person whose name is given
against blind copy. Suppose you want to send a copy of the letter under reference to Mr.
Dewan but does not want
Mr. Paul, the receiver to know about this, you will send a blind copy to Mr. Dewan and
mention on the copy blind copy: Mr. Dewan.
Note: This letter does not contain any enclosures. In case any document is enclosed and
reference is made to the enclosure in the letter, it is preferable to list out the items enclosed
separately, under enclosure at the foot of the letter, as its last item, for ready reference and
easy verification. If the number of enclosures is more, it is advisable to number them also. The
usage of as above or a/a against enclosure is to be avoided, as we are stating the obvious.
Now that we have examined the various aspects of the letter, we could see the revised/improved
version of the same letter.
Revised version of the same letter
Note:
1. When you use an acronym or an abbreviated form of a pronoun like Mr, Mrs or Ms, you do
not have to put a full stop after the abbreviated word, as the first and the last alphabets
indicate respectively the first and the last alphabets in the full form. In other cases like
Professor or February, the abbreviated forms are Prof. and Feb. respectively and hence it is
essential that after the abbreviated forms, the full stop be put.
2. The block format is being increasingly used in modern business. The above letter has been
written in this format. Some of the features of block format are as follows:
No indentation for a new paragraph;
No punctuation marks after the salutation and complimentary close;
All non-essential punctuation marks are dropped in the block format;
Date is next to reference on the left
The word reference does not prefix the reference number and
All lines are aligned to the left margin.
3. If we read the third paragraph, we find that we are appreciative of the past service given by
the supplier. Herein, we tickle the ego of the receiver despite strong cause for complaint.
This only shows the need for empathising and adopting You viewpoint instead of We
viewpoint. For all we know, the delay may be for the very first time and blowing our top
will prove to be counter-productive, especially in a market situation where the demand is
more than supply.
4. If You viewpoint is important even when We viewpoint could have been accepted by the
reader/receiver, the need for this viewpoint is all the more critical in letters in which we
market or try to persuade the receiver/responder to accept the writers stand.
5. This letter conforms to all the buzzwords given earlier in the course material, namely
WORM and KISS.
Written communication exercises
1. A chemical plant in Roha, Maharashtra writes to a supplier of automation system, for
handling their fluids to and from the factory. In the past, they had tried one or two systems
supplied by manufacturers in Bombay, but the system was not leakage-proof. The company
has written a letter to the prospective supplier. This letter has been reproduced and is being
circulated among the participants. It does not conform to modern business correspondence
etiquette. You are required to rewrite the letter, making the necessary corrections. (Page nos.
62/63).
2. You are writing a thanks giving letter to a company to whom you paid a visit, consequent
to enquiry about your product. You are supplying corrugated boxes of different gauges. The
letter has been reproduced and is being circulated among the participants. It requires
correction/modification. You are required to rewrite the letter, making the necessary
corrections. (Page nos. 66-72).
3. You are heading the finance and accounts department in your company. You have a serious
problem with bills submitted to you for re-imbursement or settlement of advance money
given by your department. You are desirous of writing a memo to all the departmental heads
in this behalf. The memo has been reproduced and is being circulated among the
participants. The memo requires correction. You are required to rewrite the memo. (page nos.
87).
4. Your company deals in fast moving consumer goods. You are the general manager
(marketing). You have three distributors in Delhi. Your regional office in Delhi recommends
appointment of a 4th distributor in Delhi. You feel that there is no need for it. You write a
memo in which you strongly question the wisdom of appointing the 4th distributor. The
memo is perceived as ego bashing. You are given the memo for redoing it. (Page nos. 9193).
5. You are running a cable network for TV Satellite Channels. You want to increase the
monthly rent from your customers. You are taking out a circular to your customers. The
circular letter is reproduced. It requires correction. You are required to correct it. (Page nos.
100-102).
6. You are the manager in a reputed hotel in charge of customer service. A customer who has
stayed with you has left a suggestion card complaining about the food in one of the famous
restaurants in the hotel. You are writing to the customer. The letter requires modification. It
is reproduced here. You are required to correct it. (Page nos. 122/123).
7. You are the training manager in your company. Recently a training programme was
concluded on performance management by ABC Corporate Consultants and Training
House. You are writing a letter thanking them for the wonderful training. A cryptic version of
the letter is enclosed. You are required to rewrite the letter bringing in all the positive aspects
of the training programme. (Page nos. 136,137)
8. You are a purchase manager in the company. You are unhappy with the recent consignment
of strapping wires supplied by a manufacturer. You write a letter to them. The letter is very
humiliating to the receiver. On second thoughts, you want to revise it. How will you revise
it?
(Page nos. 141 and 143)
9. You are automobile dealer in two wheelers. You have received a complaint regarding a two
wheeler sold by you. The customer is slightly bitter about it. How do you respond to the
customers letter? Your brand is otherwise a reputed brand. (Page Nos. 154 and 155). The
letter requires correction. Please carry out the corrections.
10. You have recently joined a company as executive. The company encourages suggestions
from one and all. You have completed one year and have observed 4/5 areas in which the
company can improve. You write a memorandum to the Senior Manager about this. The
memo requires correction. (Bala has to create)
Your business letter: Ten checkpoints
1. Structure Is it logical?
2. Orientation Is it reader-oriented? Does it project You viewpoint or We viewpoint?
3.
4.
5.
6.
7.
8.