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Inter-Office Written Communication A Presentation by Rajiv Bajaj

Internal Communication :

Internal Communication Large business organisations can be spread over various

branches and departments, as well as geographically The larger the size, the more is the
level of internal communication taking place

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Internal communication includes face-to-face, telephonic, letters, emails, faxes and

instant messaging from – 1. One department to another 2. Employees to the manager and
vice versa 3. One branch to another 4. Branch to the controlling office 5. Sales personnel
to field staff etc

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Type of medium used would depend on the situation, importance and urgency Written
communication, however, has certain distinct advantages

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1. It creates a record of the message 2. It facilitates subsequent reference 3. The reader

gets an opportunity to read at a convenient time 4. It offers greater clarity to the messages
5. It is possible to include as annexures all information and data related to the message

Letters Within The Organisation :

Letters Within The Organisation May be personal or general Letters to staff may convey
– Benefit Loss Punishment Appreciation Concern Progress or Setbacks

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These letters can invoke strong sentiments among the staff, such as – Joy Anger Hurt
Apprehension Disillusionment or Disappointment etc
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These letters relate to human issues Letter writer should be conscious of the likely
reaction of the reader Considerate and appropriate tone, intensity and modulation should
be used Let us look at some of the common types of internal letters

Circulars :

Circulars A written communication addressed to a circle of persons, customers etc May

cover a notice, advertisement etc Process of sending circulars is known as circularizing
Circulars are means of sending specific, subject-related instructions

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Circulars’ contents are expected to be mandatorily followed They are in the nature of
instructions and guidelines Are of a permanent nature, of long-term relevance; may be
modified as and when instructions need to be revised Can be general for the whole
organisation, or concerning a particular department, or for customers only

Memos :

Memos Memo is a shorter form of the word Memorandum It is a note to help the memory
or a record of events, etc, for future use or records Can also be described as an informal
letter without signature

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However, it has become common practice these days to sign a memo Memos cover
events and developments within the organisation Memos’ contents are meant to be noted
They are generally informatory in nature

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They are generally of short-term relevance These are addressed to specific individuals
only

Maximising Use of Circulars & Memos :

Maximising Use of Circulars & Memos Circulars & Memos contain vital details of
relevance on functional areas May need to be referred to frequently by the staff Should be
carefully indexed, filed and preserved Should be readily traceable when required

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Should be carefully drafted, bearing in mind the 7 C’s of communication Underlying

principle of adaptation to the reader must be followed Ensure that copies reach all
concerned well in time so that there is no communication gap

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Sometimes circulars refer to previous communication on the subject This may make it
difficult for the user to follow Whenever such a circular is drafted, it should, as far as
possible, be comprehensive in nature Reader should be able to understand contents
without having to refer to the previous communication, and to facilitate ease of reference

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Drafting of circulars & memos calls for good communication skills All relevant facts and
figures should be covered in an organised manner Wherever necessary, illustrations and
examples should be given as annexures Indifferently drafted communication may create
confusion - may necessitate further clarifications being sought

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A clear-cut circular or memo makes things easier at all levels Do not forget the basic
need for adaptation and the 7 C’s!

Writing Without Hurting :

Writing Without Hurting One needs to remember that we are all human beings,
regardless of what level one is working in the organisation Managers may often have to
write to staff to convey displeasure and punishment etc It is very important and essential
to ensure that the tone and language that is used in the letter is not hurtful to the reader

Avoiding Being Hurtful :

Avoiding Being Hurtful One must choose the words very carefully Letters can be stern,
strongly worded, or candid, but they need not be hurtful Even if being written to highlight
deficiencies that are work related, they should not deliberately be hurtful, humiliating or
denigrating to the addressee

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Such letters may cause damage to an otherwise cordial relationship built up over the
years Even if regret is expressed later, the feeling of hurt lingers Sometimes, it can hurt
the ego of the person, resulting in both parties hardening their stand on any issue Once
the words are out, the damage is done

Never Write When Angry :

Never Write When Angry Anger is an emotional state that is not normal It hampers
logical reasoning and brings out words that are generally harsh and hurtful Any letter
written in anger is likely to damage relationships and goodwill

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Anger, however, is a passing phase It subsides after a while Let the anger subside before
resorting to any communication – written or otherwise Very often, we fail to see reason
when we are angry

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However, when we calm down and review the situation, we may find ourselves to be
more tolerant and accommodating Anything written in anger cannot be undone later It is
always better to write once the anger has subsided.

Use Tact & Courtesy :

Use Tact & Courtesy Saying no without hurting the feelings of the receiver is also an art
Every communication requires a good measure of tact and courtesy Whenever saying no
to someone, provide a proper reason for declining the request, so as to remove any
lingering doubts in the mind of the reader

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The communication should be polite, but firm, and should not say ‘no’ in a blunt manner
As far as possible, any unfavourable decision should be conveyed promptly - delay adds
to the anxiety in the receiver’s mind, which should be avoided Whenever possible,
suggest what addressee can do in order to get a positive or favourable response