Professional Documents
Culture Documents
LEARNINGOBJECTIVES:
Tolearnaboutcoherenceasanimportantelementinthedraftingprocess
Tolearnabouttoneandstylethroughspecificlanguageuses
Toappreciatetheroleoftone,cultureandpersuasionindraftingbusinessletters
Tobefamiliarwiththegeneralframeworkofquestionsforrevisingletters
Indraftingyourletter,therearethreeimportantthingsthatyouneedtoconsider.Theseare:
o Becoherent
o Useappropriatelanguage(3Cs)
o Establishgoodreaderwriterrelationship(4Ps)
C
OHERENCE
Theearliersetofnotesshouldhavegivenyouaclearideaoftheroleoforganizationin
businessletterwriting.Specifically,theearliernotesshouldhaveprovidedyouwithan
overviewofthemanypossiblewaysoforganizingyourbusinessletteraccordingtotheneedsof
yourtargetreaders.
However,whileyounowmayhaveaclearideaofhowtodeliveryourmainmessageinan
organizedway,thedraftingstagestillrequiresyoutoworkonyourorganizationinmore
specificways.Thatis,youmustnowuselanguagestrategicallytoputyourideastogetherin
ordertoachieveacoherentletter.
Inotherwords,howyouwanttoorganizethecontentofyourlettermustbesurfacedexplicitly
throughyouruseoflanguage.
Uselinkingwords
Linkingwordsshowtheconnectionbetweenwhathasbeensaidandwhatcomesnext.Thishelps
thereadertounderstandamessagemoreeasilybecausetheyactassignpoststothereader,
allowinghertopredictwhatiscoming.Theyhelpavoidabruptnessandallowthewritingtoflow
moresmoothly.
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Linkingwordsmaybeused:
Linkingwordsmaybeused:
withinasentence Managersweregenerallyreluctanttoemployparttimestaff;
however,thiswasnotalwaysthecase.
Notehowhoweverhelpstomaketheabovesentencecoherentbylinkingthe
twopartstogetherinacontrastrelation.
withinaparagraph Thecompanyhasnotmadeacentofprofitoverthelasttwelve
months.Wearenolongerattractinginvestorslikeweusedto.
Thereisevidenceofgrowingabsenteeismamongbothofficestaff
andworkers.Therefore,theBoardofDirectorsfeelsthatcertain
drasticmeasureshavetobetaken.
Notehowtherefore signpostsaconclusiontotheparagraph,helpingitto
coheretogetherasasingleunit.
betweentwoparagraphs VideoSing,Ltdrecognizesyourcontributionstothesuccessofthe
globalpremierofA1GXVideosinSingapore.Sucheffortscannot
gounrewarded.
Inthisconnection,wewouldliketoinviteyoutoourTestimonial
Dinner2010inhonourofourmostvaluableemployeeslikeyouto
beheldonFriday,24September2010,at8oclockinevening.
ThevenuewillbeattheGrandBallroomofEpicVenusHotelon
OrchardLink.
NotehowInthisconnectionlinksthesecondparagraphtothefirstparagraph,
byconnectingthetwoinakindofcauseeffectorwhatthen?relationship.
Pronounsmayalsobeusedtoconnectideassmoothlysincetheyrefertowordspreviously
mentioned.Forexample,insteadof:
Belowisalistofretailoutlets.Theretailoutletsaredividedintothreetypes....
itisbettertosay:
Belowisalistofretailoutlets.Theyaredividedintothreetypes.
However,careshouldbetakentoensurethatanypronounsusedshouldnotbeambiguous.For
example:
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OurbankispleasedtoannounceanewpartnershipwiththeDevelopmentBankofBoracay
foraregionalinitiativetocombatclimatechange.Itsmaininspirationis...(Itsisambiguous
here.Doesitrefertothebank,thenewpartnershiportheregionalinitiative?)
Useparallelstructure
Inbusinessletterwriting,weoftenneedtomakelistsofitems(e.g.,instructions,conditions,setsof
advantagesordisadvantages,recommendations).Theseitemsappearmorecoherenttothereader
iftheyareexpressedinsimilargrammaticalpatterns,i.e.,inparallelstructure.
Lookatthefollowingexample:
Model201Ahasthefollowingadvantages Model201Ahasthefollowingadvantages
overModel301A: overModel301A:
a) Smallandrelativelyportable a) Smallandrelativelyportable
b) Simplicity b) Simple
c) Ruggedness c) Rugged
d) Norequirementsforhighlytrained d) Easyandcheaptooperate(combiningd
operators ande)
e) Economyofoperation
Givetherightamountofemphasis
Therightamountofemphasisorfocusimprovesthecoherenceofthemessageandmakesiteasier
tounderstand.Businesswritersusefourmajorwaystoemphasiseimportantideas:
o usingshortsentences
Shortsentencescarrymoreemphasisthanlongerones,whichtendtodeemphasisecontents.
Forexample:
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Asamplelongsentencewhichdeemphasizes Asampleshortsentencewhichemphasizes
content content
Atthispointitcannotbeemphasisedstrongly Maintainingahighworkrateiscrucial.
enoughthatahighandconsistentworkrate
maintainedbyeachandeverymemberofthe
workforceiscrucialfortheeconomic
wellbeingofthecompany.
o subordinatinglessimportantideas
Incomplexsentences,theideaexpressedintheindependentormainclauseisnaturally
emphasized,whilethatinthedependentclause(s)isnaturallydeemphasised.
Therefore,primaryinformationshouldbeplacedintheindependentclause,andsecondary
informationinthedependentclause.
SentenceA SentenceB
Jeantookajobininsurance,althoughshe Althoughshetookajobininsurance,Jean
reallypreferredajobinaccounting. reallypreferredajobinaccounting.
InSentenceA,theemphasisisonJeanstakingajobin InSentenceB,theindependentclauseisJeanreally
insurance;theindependentclauseisJeantookajobin preferredajobinaccounting;thesentence
insurance. constructionhasbeenswitchedaroundtoemphasize
herpreferenceforajobinaccounting.
o numberingandtabulatingideas
Thisiscommonlyusedinbusinesswritingtocreateemphasis.Forexample:
Theproblemshavebeennarrowedintothreecategories:
(1)absenteeism
(2)lateness
(3)alcoholism
Here,thethreecategoriesarevisuallyclearandeasilyenumerated.
o usingboldtype,italics,underlining,andheadingsandsubheadings
TheseareALLthingswedophysicallytoemphasizethewrittenorprintedword.
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Maintainunityinsentencesandparagraphs
Forsentences,unitymeansthateverythinginasentenceshouldformonecompletethoughtor
idea.
Donotputunrelatedideasinasentence:
MrChenisoursalesmanager,andhehasadegreeinlaw.
Bettertoputunrelatedideasinseparatesentence:
MrChenisoursalesmanager.Hehasalawdegree.
Orsubordinateoneideatotheother:
MrChen,oursalesmanager,hasalawdegree.
Forparagraphs,unitymeansthateverysentenceinaparagraphshouldcentrearoundonetopic
orcentralidea.Theexamplebelowshowsaparagraphwhichdoesnothaveunity.Byshiftingto
personalqualities,thethirdsentenceviolatesparagraphunity.Omittingthissentencewould
correcttheerror.
AttheUniversity,Istudiedallthebasicaccountingsubjectsaswellas
specialisedcoursesinoperationsresearch,banking,andinformationsystems.I
alsotookmodulesinthebehaviouralareas,withemphasisonhuman
relations.Realizingthevalueofhumanrelationsinbusiness,Iwasactivein
extracurricularactivities,suchastheMarketingClub,theCulturalActivities
andCommunityServiceClub,andtheToastmastersClub.Iselectedmyelective
courseworktoroundoutmygeneralbusinesseducation.Amongmyelectives
weremodulesininvestments,businesscommunications,andcultureand
society.Alookatmyresumewillshowyoutheadditionalmoduleswhich
roundoutmyuniversityeducation.
S
TYLEANDTONE
Toachieveappropriatetoneinyourbusinessletter,youmuststyleyourwriting.
Styleandtonearetwosidesofthesamecoin.Styleismadeupofthewordsandsentences
thatawriterchoosesinordertoproduceadesiredresponseinthereaders.Tonereferstothe
unwrittenorunspokenmessagethatcomesacrossinyourcommunications.Itissometimes
referredtoasthemessagebetweenthelineswhich,ofcourse,dependsonyourwordchoice
andyourexpressionofideas.
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SENTENCES STYLE(expressedmessage) TONE(hiddenmessage)
Activeconstructionisused
Usesthepassiveformbeinformed
that UsestheactiveformIinformyou
Styleandtonehaveaprofoundinfluenceontheeffectthemessagewillhaveonyourreader.
However,whileyoucanindeedstyleyoursentencesinawaythatachievesaparticulartone,be
mindfulofthefactthatitisthecombinedstylingofstructure,sentencesandwordsinyour
letter(bearinginmindtoothatroleofreaderinyourdecisiononhowtowritetheletter)that
determinesthegeneraltoneoftheletter.OnephraseabovePleasebeinformedthatmay
beastylethatcanachieveapoliteandformaltone,butitisstillnotaguaranteethat
everythingelseintheletterisalsopoliteandformal.Consistencyisveryimportantinthis
regard.Infact,assoonasyoucompletethephrase,yourtonemayhavechangedcompletely,
asin:
Pleasebeinformedthatyouwillnotberefundedfortheexorbitantexpenses
incurredduringthestaffretreat.
Inbusinessletterwriting,thus,apartfromchoosingtheappropriatecontentandadoptinga
suitableorganizationalframework,itisalsoimportanttopayattentiontohowyouexpress
yourideasinwriting.Inthefollowingsections,youwillbeintroducedfurthertomorespecific
elementsofstyleandtoneinbusinessletterwriting.Thesearethe3Csoflanguageandthe
4Psofapositivereaderwriterrelationship.
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T
HE3Cs
Threewordsbestsumupwhatgoodbusinesslanguageshouldbe:Clear,ConciseandCorrect.
Yourwriting,inotherwords,mustbesimpleandunderstandable.Essentially,thelanguageof
businesstobedescribedbelowisimportantinallformsofbusinesscommunication.
CLEAR
Prefershort,simplewords
Short,familiarwordscommunicatemoreclearlythanlonger,lessusedwords.Longwordsmay
lookimpressive,buttheymaynotbeunderstoodandtheymaydistractthereaderfromthe
message.
Insteadof: Useorwrite:
terminate end
remunerate pay
endeavour try
cogitate think
procure buy
scrutinize,probe study,inspect
stipulate specify
necessitate require
Thismachinehasatendencytodevelop Thismachinetendstogetnoisywhenitruns
excessiveandunpleasantaudialsymptoms hot.
whenoperatingatelevatedtemperatures
However,theaboveexamples,andallotherpossibleexamples,mustbeusedwithcaution.
Whiletheobjectiveistousesimpleandshorterwords,youdonotdosoattheexpenseof
otherconsiderations,suchastheuseofconcreteandspecificwords.
Forexample,thewordaskmaybeshorterthanenquireordemand,buttheselasttwo
wordshaveshadesofmeaningwhichareconcreteandspecific.Toaskforanexplanationis
differentfromtodemandanexplanation.Thekeypointtomakebasicallyisthatifyour
meaningcanbeexpressedmoreclearlybyashorterormoresimpleword,thenusethisword.
Donotuselongerwordsjustbecauseyouwanttoimpressyourreader.
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Useconcrete,specificwords
Ifpossible,useconcretewordsbecausetheystandforspecificthingsthatpeoplecansee,feel,
taste,hearorsmell.Abstractwordsshouldbeavoidedasmuchaspossiblebecausetheytend
tohavebroad,generalmeanings.Thus,presentspecificfacts,details,andexamples.
Abstract Concrete
Asignificantloss A53percentloss
Goodattendancerecord 95percentattendancerecord
Themajority 65%
Atthesoonestpossibletime By5p.m.,Friday
Substantialamount $2.7million
Arelativelynewproduct Anewproductintroducedin2008
Keepsentencesshort
Shortersentencesandparagraphsareeasiertounderstandandlikelytocontainfewererrors.
Unnecessarywordsthataddnothingtothemeaningandtheimpactofthesentenceor
paragraphshouldbeomitted.Mostbusinesscommunicationexpertsrecommendwritingwithan
averagesentencelengthofbetween20and25words.Sentencesover40to50wordslongshould
bereconsideredtodecidewhethertheyshouldberewritten.
Ofcourse,sometimeslongersentencescan,andshould,bewritten.Thisisnecessaryinorderto
completeathoughtoridea,toprovidevarietyinsentencelength,andtosubordinateless
importantinformation.Butinwritinglongsentences,careshouldbetakentoensurethatthey
areclearandtheimportantpointisnotlost.
CONCISE
Beingconcisemeansusingthefewestpossiblewordstogetamessageacrosstothereader.
Longwindedwritingcanbeannoyingbecauseunnecessarywords,irrelevantdetailsandmuddled
expressionswastethereaderstime.However,concisewritingdoesnotmeansacrificingclarityor
essentialinformation.Concisenessisstillaboutusingthefewestpossiblewordstogetthesame
messageacrossintheclearestpossibleway.
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Avoidredundancy
Donotusetwowordswiththesamemeaninginthesamesentence.Inthefollowingexamples,the
wordinitalicsisredundantandshouldbeleftout:
mypersonalopinion promptandspeedy
afterthreehourslater attachedhereto
Avoidwordyexpressions
Notehowtheexpressionsbelowcanbeshortenedwithoutlosinganymeaning:
From To
atthepresenttime now
inthenearfuture soon
inveryfewcases seldom
Iamoftheopinionthat Ithink
Preferstrongverbsandtheactivevoice
Strongverbsarethosewhichdescribeactionsdirectly.Bycontrast,weakverbformsarethosewhich
haveactionwordsaswellasnouns.Hence,weakverbformsusemorewordstodescribethesame
actionasitsequivalentstrongverb.Weakverbformsshouldbeavoidedalsobecausetheytendtobe
abstractandusuallyrequirethepassivevoice.
Weakverb Strongverb
makeanacquisition acquire
giveassistanceto assist
haveadiscussion discuss
conductaninvestigation investigate
Wemustaimforareconciliationofour Wemustreconcileourdifferences.
differences
Theestablishmentofarehabilitationcentre Thecompanyhasestablishedarehabilitation
hasbeenaccomplished. center.
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CORRECT
Grammaticalcorrectnessisvitalinbusinesswriting.Aletterorreportgoingoutsidethecompany
andbearingthecompany'sletterheadgivesapoorimpressionofthecompanyifitcontainsobvious
errors.
Usecorrecttenses
Note,forexample,theshiftfrompasttensetopresenttenseinthesentencebelow:
ManyofourcustomersthoughtthatUltraCabisthemostreliabletaxicompany.However,
theyalsobelievethattaxishavebecomeaveryexpensivemodeoftransportation.(Thereis
noclearreasonwhythetensesaredifferentfortheunderlinedwords)
Makesurethereissubjectverbagreement
Makesurethatthesubjectandtheverbinsentencesareinagreement.Singularverbsshouldbe
usedwhenthesubjectisinthesingular.Notehowthisisnotthecasewiththefollowing:
Feedbackarereviewedandactedon...,
TheSingaporeworker,partlythroughlegislationandpartlythroughhisownattitude,havelost
progressivelyfewerworkingdays.
Usearticlescorrectly(i.e.,"a"and"the")
Theusageofarticlesposesparticularproblemstomanypeople.Takenoteofthefollowing
guidelines.
o Generalreference
Whensomethingisreferredtoasawholeclassofthingsorinageneralsense(general
reference),apluralnounandnoarticleisused.
Jobinterviewsarenervewrackingoccasions.
Itisalsopossibletouse"the"withasingularcountablenountomakeageneralreference
Thejobinterviewisanervewrackingoccasion.
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o Specificreference
Thearticle"a"or"an"isusedwhenreferringtosomethingthathasnotbeenmentionedbefore
orthatthereaderdoesnotknowabout.
Ihadaninterviewforajobwithaninsurancecompanyyesterday.
Thedefinitearticle"the"isusedwhenreferringtosomethingthathasbecomeoldinformation
orknowntothereader:
Ihadaninterviewforajobwithaninsurancecompanyyesterday.Theinterview
wentwellandIlikedthecompany,butIdon'tthinkI'llgetthejob!
T HE4Ps
Toestablishapositivereaderwriterrelationship,youmustdothe4Ps:
BePoliteBePositiveBePersonalBeProfessional
Bepolite
Nomatterhowaggravatingthecircumstances,alwayswritecourteouslyasthisstyleofwriting
fostersapositiverelationshipwithyourreaderandismorelikelytobringaboutafavorable
response.Tocomeacrossaspoliteinyourwriting,youneedtowriteinastylethat:
reflectsanappropriatereaderwriterrelationship,
doesnotconveyasenseofsuperiority/anger/condescension,or
doesnotembarrassthereader.
Thetablebelowgivessomeexamples.
Bepositive
Beingpositiveinyourwritingalsohelpstogenerateamorefavorableresponsetoyour
message,so:
o usepositivewordsandphrases,and
o stresswhatcanbedone.
Thetablebelowgivessomeexamples.
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Stresseswhat (a)Theproblemwillberesolvedifyouconnectthewires
canbedone accordingtotheinstructionsgiven.
(b)Theproblemwouldnothavehappenedifyouhad
connectedthewiresproperly.
Bepersonal
Thestyleandtoneofyourletterwillalsobeimprovedifyoucouldbemorepersonalinyour
writing.Thewaystoachievethisinclude:
adoptingayouattitude,
usingpersonalpronouns,and
avoidingpompouswords/phrases.
Theyouattitudeinbusinessletterwritingisastyleofwritingthatlooksatthingsfromthe
readersperspectiveandexpressesgenuineconsiderationforthereader.Toprojectthis
attitudeinyourwriting,youneedtorecognizeandunderstandthereaderssituationandyou
shouldbeinterestedinhelpinginasincereandcourteousway.Whenwritingwiththeyou
attitude,youneedtoemphasizewhatthereaderwantstoknow,respectthereaders
intelligenceandprotectthereadersego.
Thetablebelowgivessomeexamplesthatdemonstratewaysinmakingyourwritingmore
personal.
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Usespersonal (a)Ifthereshouldbeanyquestionsconcerningthis Formal
pronouns matter,pleasecallthenumberlistedontheletterhead Detached
above.
(b)Welookforwardtoworkingwithyou.Meantime,if Personal
thereisanythingfurtherthatwecandoforyou,please Friendly
letusknow.
Avoids (a)Iwanttocogitatefurtheronthematterbeforegiving Pompous
pompous adefinitiveanswer.
words/phrases
(b)IwanttothinkaboutthematteralittlemorebeforeI Unpretentious
giveafinalanswer.
Beprofessional
Finally,youcanalsoimprovethestyleandtoneofyourmessagesbybeingprofessionalinyour
writing.Thisrequiresyoutolookatsituationsinanobjectiveandprofessionalmanner.Todo
this,youmusttryto:
Generalizeexperiencesandsimplifyexamples
Beobjective
Maintaindignity
Besincere
Thefollowingtablegivessomeexamples.
(b)Furthermore,thebusdriverswhotailgateotherbuses Objective
alsotendtobypassthebusstop.
Maintains (a)Asavaluedcustomer,youcanrestassuredthatwewill Dignified
dignity takeeveryprecautiontoensurethatyougetthebest
serviceinthefuture.
(b)Sinceyouareourvaluablecustomer,wehopeyouwill Undignified
giveusanotherchancetoprovethatwecandoagoodjob.
Issincere (a)Yourphenomenalcontributiontoourunderstandingof Exaggerated
taxlawsisremarkable.
Sincere
(b)Wewouldliketothankyouforhelpingusgainabetter Truthful
understandingoftaxlaws.
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TUTORIAL EXERCISES
ACTIVITY1
BRANDING SINGAPORE
Singaporehasrecentlyembarkedonaprojecttochangeitsimagetopeopleoutsidethe
country.ThisisspearheadedbytheMinistryofInformation,CommunicationsandtheArts
(MICA).ThenewformulafocusesonbrandingSingaporeasnurturing,transforming,
activelycollaboratinganddaringtodream.Theplan,however,willnotreplacethecore
valueswhichSingaporehasbeenknowntorepresentsuchassafe,cleanandefficient
(seeTan,2010,p.E2).Thefollowingaresomeexamplesofwordstobeavoided(offbrand)
andalternativewords(onbrand)astheyappearfromtheBrandSingaporeMessagingGuide
(seeTan,2010,p.E3).
Offbrand Onbrand
xAuthorize Enable,empower
xConvert Adapt
xInsist Request
xRulesandregulations Guidelines
xRevolutionary Innovative,new
QUESTIONS
1. Whattransformationsinmeaningoccurifoffbrandwordsarechangedtoonbrand
ones?Studyeachofthewordsabove.
2. BybrandingSingaporethroughpracticessuchaslinguisticchangesabove,whatdoyou
thinkcomefirstwordschangingrealityorrealitychangingwords?
3. IsBrandingSingaporeaformofbusinesscommunication?
ACTIVITY2:Changingtonethroughlinguistictransformations
ThefollowingmemoiswrittenbyChngMengTeng,AssistantManager(inchargeofDelivery
andRelatedServicesorDRS)ofMachinesandTechnicalInsourcing,Inc.Thismemois
addressedtoall24staffmembersbelongingtotheDRSDepartmentofthecompany,manyof
whomareseniormemberswhohaveservedthecompanyformorethan20years.MrChng,
whohasanMBAdegreefromaEuropeaninstitution,wasrecruitedbythecompanythreeyears
agotohelpimproveitssalesandpublicrelations.Theworkentailedinthememomayprove
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difficulttomostpeoplebecauseitcameatatimewhenthemidyearsalesindividualreview
putsalotofstressoneveryone.CriticallyreviewtheemailthatChngMengTenghaswritten
andanswerthequestionsthatfollow.
MEMORANDUM
To :Allstaff,DRSDepartment
From :ChngMengTeng
Date :15July2010
Subject:Updatingdatabase
AsIalreadymentionedtoyouinourmeetingtwodaysago,Iwantyounowtobe
responsibleforupdatingintoourdatabaseinformationonalldeliveredmachines.Such
responsibilitiesincludethefollowing:
1. Updatingeverytwoworkingdaysallthenamesofcustomersandtheequipment
theybought.
2. UpdatingthedatabasewithallthemissingS/N,receiptnumbers,options,end
customers,POs,installationdates,deliverydates,contactpersons,etc.Bytheend
ofnextweek,alldeliveredmachinesshallbefoundanddetectableinourdatabase.
Thedatabasemaylookrathercomplexbutsinceyouveworkedwithcomputers,you
shouldhavenoproblemfiguringouthowitworks.
3. Followinguponinstallationreports.Iftheequipmentisalreadydeliveredbut
installationreportsarenotyetavailableinSingapore,JohorandPenang,houndthe
agentorrepofficetosendyouthereport.Idontacceptanyexcusefromtheagent.
Andyouarenottoacceptanyexcusefromtheagentaswell.
ThisissuehasbecomeimportantnowandthereforeIrequireyoutotakeresponsibilityfor
this.Idemand100%compliance.
CMT
Ingeneral,howdoyoudescribethetoneofthememo?Chooseatleasttwowordsthat
appropriatelydescribethetone(e.g.,friendly,respectful,angry,condescending)and
specificallyidentifywords,phrasesorsentencesinthememowhichserveasevidenceforyour
observation.
Belowisarevisedversionofthememo.Readitandfollowtheinstructionsbelow:
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MEMORANDUM
To :Allstaff,DRSDepartment
From :ChngMengTeng
Date :15July20xx
Subject:Updatingdatabase
Asafollowuptomydirectiveinourmeetingtwodaysago,Iurgeyoutoberesponsiblefor
updatingourdatabasewithinformationonalldeliveredmachines.Thefollowingareyour
responsibilities:
1. Updatethedatabaseeverytwoworkingdayswithallthenamesofcustomersand
theequipmenttheybought.
2. UpdatethedatabasewithallthemissingS/N,receiptnumbers,options,end
customers,POs,installationdates,deliverydates,contactpersons,etc.Bytheend
ofnextweek,alldeliveredmachinesshouldhavebeenenteredinthedatabase.The
databasemaylookrathercomplexbutitisactuallyeasytouse.Shouldyouneed
helptouseit,donothesitatetocontactRonnieChuaorMaybelleNgfromtheIT
Division.
3. Followuponinstallationreports.Iftheequipmentisalreadydeliveredbut
installationreportsarenotyetavailableinSingapore,JohorandPenang,chasethe
agentorrepofficetosendyouthereport.Weshouldnotacceptanyexcusesfrom
theagent.
Thishasbecomeanimportantissuenowbecauseoftheneedtobecomemoretransparent
andmoreefficientinourdeliveryofservicesandaccountingoffacilitiesandfinances.
Therefore,everyonemustberesponsibleforupdatingourdatabasewiththenecessary
information.100%complianceisrequired.
CMT
Instructions:
Describethegeneralchangeintone(orvoice)inthememo.
Identifyorunderlinethechangesmadethatledtothisshiftintone.
Describethestylisticorlinguisticstrategiesemployedineachchange.
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ACTIVITY3:Changingattitudesthroughchangesinstyle
Readtheoriginalsentencesbelowandfindouthoweachhasbeenrevisedtoachievea
differenttone1.Whatattitudesareconveyedbytheoriginalsentences?Whatcouldbethe
effectoftherevisiononthereader?
Original Revised
1.Asyouwouldcertainlyagree,Iamqualified 1.Iamconfidentthatmyextensiveexperiencein
forthepositionIamapplyingfor. theretailindustrymeetsyourrequirementsfor
thejobs.
2.YouleftthefrontdooropenlastFriday,thus 2.Securityofpersonnelwascompromised
securityofpersonnelwascompromised. becausethefrontdoorwasnotclosedlastFriday.
3.Eachemployeeisencouragedtobringhis 3.Employeesareencouragedtobringtheir
familytothecompanydinner. familiestothecompanydinner.
4.Ourcompanyisworkingonyourordernow. 4.Yourorderwillbeshippedtoyouinfourdays.
5.IamsorrytoinformyouthatIamturning 5.IamsorrytoinformyouthatIamunableto
downyourinvitationtospeakonGlobal acceptyourinvitationtospeakonGlobaltrends
trendsinfinancemanagementinyour infinancemanagementinyourseminarthis
seminarthisNovember.Itdoesnotgivemean November.Myexpertiseisincrosscultural
opportunitytoutilizemyexpertiseincross communication,notfinancemanagement.
culturalcommunication.
6.Weareverysorrythatwecannotgiveyou 6.Weregrettoinformyouthatweareunableto
thediscountyourequested. giveyouthediscountyourequested.
7.Weregrettoinformyouthatweareunable 7.Duetotherecentglobalslumpinsales,we
togiveyouthediscountyourequested.Our regrettoinformyouthatweareunabletogive
companyhasrecentlybeenaffectedverybadly youthediscountyourequested.
bytheglobalslumpinelectronicsales.
8.Sinceyouhavenotemailedusyour 8.Sincethedeadlinehaslapsedforcustomersto
preferredmodeofpaymentwithinthe emailustheirpreferredmodeofpayment,wewill
specifieddeadline,weareforcedtodeductthe deducttheamountduefromyourchecking
amountduefromyourcheckingaccountatthe accountonMonday,3October2008.
soonestpossibletime.
9.Wewouldappreciateitifyouadviseuson 9.Pleaseletusknowifyouwantyourordertobe
whatyouwanttodowithyourorder.Youmay sentviaaircargoorshipment.AircargocostsS$58
wishtohaveitsentviaaircargo(S$58)or whileshipment(34weeks)costsS$14.
shipment(S$14).
10.Thecompanyisinreceiptofyour 10.Wereceivedyourrequestforadvanced
correspondenceregardingadvancedhotel bookingsfortheconference.
bookingsfortheconference.
1
Notethattherevisedsentencesarenotnecessarilyidealsentencesthatcanbeusedinanybusiness
communicationcontext.Thepurposeofthisactivityisforyoutoseehowstylehasbeenchangedtoproducea
differenttone.Youmaylearnfromsomeofthestrategiesusedinrewritingthesentences.
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ACTIVITY4:Establishingreaderwriterrelationshipsthroughlanguageuse
Readthefollowingtwoletterswhichrepresentdifferentresponsestoanunsolicitedjob
application.
LETTER1
IappreciateyourinterestinapositionwithResearchCommunications.Thankyouforsendingus
yourletterandresume.
YourqualificationsareverygoodandIwishthatwewereabletomakeuseofyourobvioustalents.
However,ourMarketingDepartmenthasnoopenpositionsatthepresenttime.
Iwillbehappytokeepyourletterandresumejustincaseajobopeningbecomesavailablein
Marketing.Ifso,youmaybesurethatIwillcontactyou.Inthemeantime,Isuggestthatyou
continueyourjobsearchwithothercompanies,andmightIwishyouluckinyoursearch.
ThankyouonceagainforyourinterestinResearchCommunications.
LETTER2
YourapplicationforapositionwithResearchCommunicationshasbeenreceived.Thankyou.
Unfortunately,therearenovacanciesinourMarketingDepartmentatthistime.
Further,weexpectnovacanciesinthisdepartmentinthenearfuture.Wethereforeregrettoinform
youthatwecannotprocessyourapplicationbecauseoflackofvacancyinthedepartment.
YourinterestinResearchCommunicationsisappreciated.Shouldyouneedfurtherclarification,
pleasedonothesitatetocontactme.Wewillansweryourquestionsasbestaswecan,butweare
deeplysorryfornotbeingabletoconsideryouforanyvacancyinourdepartment.
Ourbestwishesinyourcareer.
Nowanswerthefollowingquestions.
1. Whichofthetwolettersestablishesamorepositivereaderwriterrelationship?
2. Identifytheelementsofstyleandtonethatmakethelettermoreeffectivethantheother.
Bibliography
Tan,H.(2010,July10).Jumpingonthebrandwagon.TheStraitsTimes,pp.E2,E3.
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CentreforEnglishLanguageCommunication
NationalUniversityofSingapore