Transcript Leena Sen Principle - Business Communication Network

Functions of Business Communication
1. To inform
2. To persuade
3. To promote goodwill
Internal Communication with
Superiors
Coworkers
Subordinates
Leena Sen
External Communication with
Customers
Suppliers
Government agencies
the public
Written Communication--The Most
Troublesome
 Formal Communication
 Received cold (without communicator’s tone of voice or
gesture to help)
 Rigid (Cannot be adjusted to the recipient’s reactions)
 It stays on record
 The subject is crucial
 Handling “No!” is not an easy task
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The Reader’s Priorities
 Written Communication--Highly valued asset for
a top executive
 The reader has limited time
 Reader is deluged with paperwork
 Reader hates to read a long letter
 Reader is in a hurry to stop reading a letter as
soon as the she or he has all the information
 Please do not waste the reader’s time!
Leena Sen
Mind Your Grammar for Style in Business
Letters
 Subject + Verb + Object order (English is a word order
language)
 Use strong verbs
 Use active voice (Use Passive to minimize the source of
action/ unknown)
 Use Adjectives and adverbs sparingly
 Use strong nouns
 Use correct tense
 Avoid dangling modifiers
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What is a readability index? What is a low
Fog Index?
 Business English must be simple, clear, concise,
sincere and courteous
 Not wordy and full of jargon
 Correct choice of words--not pretentious language
 Not unnecessarily long sentences
 Subject –verb –object order must not be violated
/Sentences must have coherence, not awkward
 Paragraph must begin with a topic sentence
 Not too many ideas in a single paragraph
 Must have logical progression of ideas
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The Composition Process
Planning
COMPOSING
1. Define purpose
2. Analyze audience
3. Establish main idea
4. Select channel and medium
5. Organize message
6. Formulate message
7. Edit message
REVISING
8. Rewrite message
Good communicators realize that the composition process often occurs out of order
9. from
Produce
message
as they jump back and forth
one stage
to another.
10. Proof message
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Rules for Writing Effective Business
Letters / Memos / E-Mails
 Choosing the Correct Format
 Choosing Correct Language / Use of
words / Grammar
 Use Modern Terminology
 Use Research for Effective Business
Writing
 Avoiding Discriminatory Expressions
 Organize & Write for Goodwill / Build
Relationships & Understanding
Leena Sen
What does the reader do?
The reader tries to hold
the text together
The reader finds reading
easier when the text
comes as a pyramid,
beginning at the top
and working
downward
1
Main Idea
2
Related ideas
3
Concluding ideas
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Pitfalls of Business Writing
1.
2.
3.
4.
5.
6.
Too Many Words
Cliches
Too Many Big Words
Jargon
Vague Expressions
Condescending
Statements
7. Sexist Language
8. Negative Expressions
9. Inattention to Detail
10. Inattention to the
Reader
11. Lack of Commitment
12. Passive Construction
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Orientation towards the receiver
 The recipient’s mind should be kept in mind
while writing.
 Practice YOU attitude—look at a message
from the receiver’s point of view—what
benefits / advantages for goodwill and
lasting relationship.
Leena Sen
Short and Simple Vocabulary
 Complicated Sentences
 Simple Expression
 He could not enjoy himself in  He could not enjoy
the floral arena, as his olfactory himself in the garden since
his nose was stuffy.
was dysfunctional.
 Because of the
ambiguous nature of the
 The ambiguous nature of
weather at the moment, all
prediction of weather patterns weather forecasts are vague.
makes it difficult for forecasts
to be congruent.
Leena Sen
Use specific words to bring vitality and
exactness.
Abstract words / Style
 Major losses
 As early as
possible
 Management has
admitted the need
for greater levels
of productivity in
the assembly areas
Specific words / style
75% percent loss.
 By June 10, 2008
Management
agrees that assembly
workers need to
increase their
productivity by 20
percent
Leena Sen
Use active voice in preference to passive
voice.
Passive Voice
Active voice
 You are requested to
get the following
arranged:
 The sessions of the
faculty members shall
be attended and
reviewed by the dean
You are requested to
arrange the following.
The dean shall attend
the sessions of the faculty
members and review them.
Leena Sen
Use of action verbs conveys the force of your
personality and your sense of purpose.
Achieved
Assisted
Guided
Earned
Analyzed
Created
Headed
Designed
Developed
Generated
Managed
Negotiated
Solved
Verified
Sorted
Tailored
Trained
Reported
Prepared
Revised
 Doubled

Supervised
 Waived
 Saluted
Remembe
red
 Planned
 Operated  Listened
 Performed Interprete
 Presented d
Researched Imagined
Discussed Helped
Recogniz
 Debated
ed
 Gathered
Be brief
 An example of a verbose sentence is as
follows:
 ‘May I have your blessings to apply for a
day’s leave?’
 An example of a brief sentence is given
below:- ‘May I have a day’s leave?’
Leena Sen
Prefer short sentences to long, compound, and
complex sentences.
 “Those who do not attend the meeting and
prefer to stay away, by offering feeble and
lame excuses, shall be dealt with in a serious
manner according to Employee Handbook
Section 13.4.3, which deals with office
discipline and punishments liable thereof, in
order to maintain the sanctity of office and
to uphold our traditions, on which the
edifice of our organization has been
developed.”
Leena Sen
Gender biased words.
Do not use masculine / feminine gender for both sexes. You
could avoid this by using plural or the word ‘or’ the symbol
/
 “In case a student fails in the English
language test, he will not be eligible for
placement assistance.”
Non –gender biased words
 “In case a student fails in the English
language test, he or she will not be
eligible for placement assistance.
 In case students fail in the English
language test, they will not be eligible
for placement assistant.
Leena Sen
Keep Sentences Short
Write in sentences
of various lengths,
but keep the average
sentence relatively
short.
If you’re not
persuaded that
average sentence
length is important,
read this chart
published in
communication
briefings:
Average Length
Readability
Rating
Readers
Reached
Up to 8 words
11 words
17 words
21 words
25 words
29 words and
up
Very easy
Fairly easy
Standard
Fairly
difficult
Difficult
Very
difficult
90%
86%
75%
40%
24%
4.5%
Big Impact with Little Words
Short words
can often
make a
bigger impact.
Administer = give
Aggregate = total
Alternative = choice
Anticipate = expect
Articulate = explain
Association = group
Characteristic = trait
Culmination = end
Fundamental = basic
Indication = sign
Ineffective = weak
Majority = most
Necessity = need
Opportunity = chance
Peculiar = odd
Possibility = chance
Regulation = rule
Reiterate = repeat
Requirement = need
Similar = alike
Subsequent = later
Utilize = use
Recognizing Cliches
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along these lines
as per our agreement
at the present time
due to the fact that
enclosed please find
for the purpose of
in response to your memo of
in view of the face
per
Pursuant to
regarding the matter of
we are returning some
herewith
Leena Sen
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



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
as per your request
at an early date
despite the fact that
enclosed herewith
for the amount of
in response to your letter of
pending receipt of
please be advised
thank you for your cooperation
we will file your letter for future
reference
 with reference to your letter of
 subsequent to
Written Communication: The Power of
Seven Cs
 Courtesy—’Thank you for spending time with me
yesterday.
 Clarity—submit a copy of the purchase order before
submitting the invoice
 Conciseness—I’ll definitely try to submit the memo by
Monday. Thank you for your hospitality in Mexico City.
 Concreteness—15% gain
 Correctness—Did you wait for two days for my call?
 Consideration—As soon as you submit the required
documents to us, we will promptly deliver the goods to you.
 Completeness– ‘Please refer to our letter of June 2 about
the shirt samples that you had sent for approval,
Leena Sen
Use Gender Neutral Words
Gender Sensitive
Gender Neutral
mailman
mail carrier
congressman
congressperson
chairman
chairperson
spokesman
spokesperson
layman
layperson
repairman
repairperson, mechanic
fireman
firefighter
Leena Sen
Write Economically by Reducing
Redundancy
true facts
mutually agree
completely finished
recurring habit
past memories
continues to remain
initial preparation
more preferable
Important
essentials
various different
future plans
free gift
Leena Sen
Too Many Words:
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Limit your sentences to fewer than 17 words. In business
communication, time is precious! Do not waste the reader’s
time
Edit ruthlessly
NO : In this letter we have tried to answer all the
questions that you had asked, and we hope that
in case you have any additional questions
whatsoever, you will not hesitate to contact us.
YES: If you have additional questions, please call us.
Leena Sen
Cliches :
Avoid fad / dead phrases / words and trite phrases like
“input,” “parameters,” “utilize,” “hopefully,” and
“enclosed please find”
NO:
Enclosed please find herewith the information as per your
request. Hopefully, you will be able to utilize our product
to benefit your company within the parameters of your
computer’s invoice processing. We’ll appreciate your input.
YES: We have enclosed the information you requested.
Our product will speed up your computer’s invoice
processing.
Jargon:
Avoid using overly technical terms like “facilitator” “JIT”
“TQM”/“interface”
NO: After analyzing the organizational climate,
we found that it lacks a TQM approach to work
and quality maintenance.
YES: After analyzing the organizational climate,
we found that people need to believe in a
structured and quality approach to work.
Leena Sen
Vague Expressions:
If the “profits were affected” did they increase or
decrease ?
concise
and specific
NO:BeThe
company’s
negative cash flow position
forced it to resize its operations to the level of
profitable opportunities.
YES: The company lost money and had to lay off
workers.
Leena Sen
5 Condescending
Statements:
NO:
Wewith
arewarmth,
certainasyou
 Write
oneare concerned with saving
money.
Of course, you will mail the enclosed
human
to another
Wecan
thank
 “Ofcard.
course”
be you in advance.
interpreted “as any idiot
knows.”
YES:
If saving money is important to you, please
mail the enclosed card today.
Leena Sen
7 Negative Expressions:
 Stress the positive
 Instead of telling what you
can’t do or don’t have, provide
good news.
NO: We’re sorry to tell you that we don’t supply XYZ
software any more.
YES: We are sending you a list of XYZ software
distributors.
Leena Sen
Lack of Commitment:
 Take a stand
 Omit qualifiers – “sort of,” “rather,” “quite,” “somewhat”
NOT : We are quite pleased about our rather
exciting work processor.
BUT: These word processors will more save
you time and money.
Leena Sen
Five steps you can take to
improve your writing immediately
1
Come straight to the point
Avoid phrases like these as they add nothing to your message:
I am writing to inform you
Please be informed
Please be advised
Please note that
I wish to bring to your attention that
Leena Sen
Use modern terminology
Use words you would use if you were speaking, and
avoid old-fashioned long-winded,
Boring. standard clichés that have been around for decades.
Instead of
Say
We have received your letter
Thank you for your letter of
of 12 November.
November 12.
Please find enclosed
I enclose … Enclosed is/are
Please find attached
Attached is/are
Please be reminded
Please remember
the above-mentioned goods
these goods
the above-mentioned workshop
this workshop
Use Active Voice & not Passive Voice-4
Use active not passive voice
Active voice makes your writing more interesting,
more personal,
more proactive and much more natural.
Instead of
Say
The new system was
Our staff developed the
developed by our staff.
new system.
The cheque was presented to the
The Prince of Wales
charity by the Prince of Wales. presented the cheque to the charity.
Leena Sen
Remember the KISS Principle
KISS means Keep It Short and Simple – that means
simple words and short sentences, for example:
Instead of
endeavour
despatch
terminate
I should be obliged if you would
In view of the fact that
In the event that
Say
try
send
end
Please
As, Since
If
Leena Sen
Mistakes Your Computer Won’t Catch
 Revert back. “Revert” means to go back or to
return. Eliminate “back”
 I could care less. That’s wrong, because it means
you care a lot. It should be “I couldn’t care less.”
 New innovation. An innovation is something new, so
drop the adjective.
Leena Sen
Mistakes Your Computer Won’t Catch
 The principal reason. The adjective should be “principal,”
meaning the most important.
 8 P.M. tonight. Because “p.m.” means after noon and “a.m.”
means before noon, we don’t need to use qualifiers such as
“tonight” or “in the morning” when we’re using those Latin
abbreviations.
 This will effect my job status. The verb should be “affect,”
which means to influence or to produce an effect upon. The
verb “effect” means to bring about.
Leena Sen
Write Economically by Reducing
Redundancy
 Consensus of opinion /general consensus
A consensus by definition is a general solidarity of opinion.
Contained herein
submitted a resignation (say Resigned)
basic fundamentals
close proximity
provide with information (say inform)
cooperate together
completely full
Leena Sen
Write Economically by Reducing
Redundancy
 end result/final outcome
take under consideration (consider)
many in number
future prospects
sufficient enough
other alternative
new innovation
past experience
postpone until later
Leena Sen
Phrases to Avoid
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For your perusal, review, and consideration
We deem it advisable
It has come to my attention
The undersigned
Pursuant to your request
Transparent to the user
Under separate cover
Leena Sen
Ten Techniques for Effective
Communication
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Keep your writing clear, concise, and simple.
Choose your words carefully.
Be natural.
Avoid fad words, jargon, and cliches.
Use active verbs, avoid passive construction.
Take a stand, make a commitment, avoid qualifiers.
Use familiar words—plain English.
Be specific: avoid vagueness.
Eliminate redundant expressions.
Keep your audience in mind.
Leena Sen
Summary
Language, values, sttitudes, and other cultural traits change
very slowly. Therefore, communicating interculturally calls
for recognition of the cultural elements that cause people to
view things differently and thus create barriers to
communication.
Free Your Mind From Cliches!
Leena Sen