Business English Lesson 5

SYNOPSIS 1. Business Communication (BC) What defines BC Purpose of BC Importance of BC 2. Technical Documents in Business Types of Documents 3. Business Letters (BL) Nature Purpose Parts Style and Punctuation Format Business Language Listening Exercise

SYNOPSIS 4. Application of 7 C’s 5. Check list: Short, Simple, Strong, Sincere 6. Do’s and Don’ts: Style and Tone 7. Persuasive Letters: AIDA 8. Proofread 9. Who’s and Why’s 10. Business Letter Vocabulary 11. Types of BL Direct vs. Indirect/ Good news vs. Bad news Letters (BNL) 12. Bad News Letters: Four-part Pattern 13. Example 14. Writing BNL Objectives, Approach, 15. Letters: Inquiry, Request, Sales, Customer Relation, Claim, Adjustment, Yes and NO Adjustments,

What defines Business communication? Business communication can be written, oral, or visual Business writing is composed in and for the workplace Business writing is a significant factor in work experience for a variety of reasons

The purposes of Business writing Business writing serves valuable purposes in the workplace Business writing is intended to communicate to a specific audience, for a specific purpose

The importance of Business writing: Is important to success in business Lets you conduct business Takes time Costs the company Reflects your interpersonal communication skills Often involves teamwork

Technical Documents in Business

Business English for Writing Skill Business writing will cover basic writing skills to enable you to write: business letters, Emails and memorandums, minutes, resumes reports Oral presentations interviewing skills and listening for better business communication

Writing a Business Letter Business Letters Writing a Business Letter

Definition The business letter is the basic means of communication between two companies. Most business letters have a formal tone.

What is a Personal Business Letter? Is a letter written from a person to a company Can be used for any purpose that requires written communication from an individual to a company Such as: To accompany returned goods Complaint letter Thank you letter Résumé cover letter

Purpose You will write business letters to inform readers of specific information. However, you might also write a business letter to persuade others to take action. Business letters even function as advertisements.

Parts of a Business Letter Date Line: current date written out as month, day, and complete year Inside Address: name and address of the business to whom you are writing Salutation: letter’s greeting – you use the same name you used in the Inside Address – using Dear Mr./Mrs./Ms./Miss Body: message or ‘meat’ of the letter Complimentary Closing: letter’s goodbye – using phrases such as Yours truly and Sincerely yours Signature: writer's handwritten signature Writer’s Identification: writer’s typed name and address

Personal Business Letter Styles and Punctuation There are three types of letter styles that are acceptable in business: Block style – all lines in the letter begin at the left margin (no tabbing or indenting) Modified block style – date line, complimentary closing and writer’s identification begin at midpoint Semi-modified block style - date line, complimentary closing and writer’s identification begin at midpoint and all body paragraphs are indented (or tabbed over) ½” There are two types of letter punctuation that are acceptable in business: Mixed punctuation – there will be a colon (:) after the salutation and a comma (,) after the complimentary closing Open punctuation – there will be NO punctuation after the salutation or complimentary closing

Personal Business Letter Order and Spacing 2” Top margin Inside Address and then Date – QS (press Enter 4 times) Salutation – DS (press Enter 2 times) Body – SS the text within the paragraph and DS between the paragraphs Complimentary Closing – QS Writer’s ID (name and address)

Appearance Writer’s company name and address should appear in the letterhead, so there is no need to type it again at the bottom of the letter Writer’s business title is usually keyed under the name Reference initials are added a DS (press Enter 2 times) after the Writer’s ID – These initials are of the person who types the letter Used to easily locate who typed the letter Enclosure or Attachment notations are added a DS below the Reference Initials This is a special section that is only added if something else is either physically attached to the letter or accompanying the letter in the same envelope

The Seven C’s of Business Letter Writing Clear Concise Correct Courteous Conversational Convincing Complete

Business Letter Writing Checklist Keep it Short Cut needless words and needless information. Cut stale phrases and redundant statements. Keep it Simple Use familiar words, short sentences and short paragraphs. Keep your subject matter as simple as possible Use a conversational style.

Business Letter Writing Checklist Keep it Strong Use concrete words and examples Keep to the subject Keep it Sincere Be human and as friendly as possible Write as if you were talking to your reader

Do’s and Don’ts of Letter Writing STYLE: (sentence structure and vocabulary) Do use plain English.  Do write in active voice and use short sentences when possible. Do use everyday words and avoid technical jargon. Do use lists to present complex materials.  Do select the words you use very carefully.  Do use a strong organizational strategy.    Don't make grammar or usage errors.  Don't use clichés or worn out phrases.  Don't use obsolete and/or pompous language because it "seems" more professional. 

Do’s and Don’ts of Letter Writing TONE: Do use a reader centered tone.  Do use a business like, conversational tone.  Don't be too familiar with your audience.  Remember to keep some distance, this is a business relationship. Don't use humor unless you know exactly what you are doing.  What is funny to you might be an issue of the highest seriousness with other people. Don't preach.  If you have to tell your audience obvious info, put it in the middle of a paragraph and watch how you word the message. Don't brag.  It’s good to be confident, but don't carry it to an excess.

Persuasive Letters The purpose of a persuasive letter is to sell your idea to someone. You are trying to get them to do something they may not want to do. AIDA Formula First paragraph A-Attention; Second paragraph I-Interest; Third paragraph D-Desire; Fourth paragraph A-Action.

Proofread Before You Print ALWAYS proofread your letter before you print. It is also good to have someone else proofread your work. I will count off for spelling and grammar mistakes! Example Business Letter for Proofreading

In a Nutshell Business Letters in English Business letters are formal paper communications between, to or from businesses and usually sent through the Post Office or sometimes by courier. Business letters are sometimes called "snail-mail" (in contrast to email which is faster).

Who writes Business Letters? Most people who have an occupation have to write business letters. Some write many letters each day and others only write a few letters over the course of a career. Business people also read letters on a daily basis. Letters are written from a person/group, known as the sender to a person/group, known in business as the recipient.

Here are some examples of senders and recipients: business «» business business «» consumer job applicant «» company citizen «» government official employer «» employee staff member «» staff member

Language Expansion

What do you know about changes in the aviation industry? Are things improving for small airlines large airlines passengers the environment airline staff?

Review 1. Business Communication (BC) What defines BC Purpose of BC Importance of BC 2. Technical Documents in Business Types of Documents 3. Business Letters (BL) Nature Purpose Parts Style and Punctuation Format Business Language Listening Exercise

Review 4. Application of 7 C’s 5. Check list: Short, Simple, Strong, Sincere 6. Do’s and Don’ts: Style and Tone 7. Persuasive Letters: AIDA 8. Proofread 9. Who’s and Why’s 10. Business Letter Vocabulary 11. Types of BL