1. Principles of business writing
Chapter 14
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2. Introduction
‘In truth, 90 percent of all business transactions involve written correspondence.
A study of professional, technical and managerial workers found that they spent 23 percent of their time writing – more than one full day a week.’
(Guffey, 1997, p. 10)
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3. Differences between speech and writing
Add Table 14.1, p. 216
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4. Hey bro, wassup? Got back to the hotel last night after wandering around Times Square – NY is unbelievable! – and Mum had left a message that Bex finally agreed to marry you. Poor girl doesn’t know what she’s getting into! Think I’d better warn her! Hahaha. Too late to call you in NZ but congrats etc. I’ll have a beer for you tonight but only one – yeah right! Cheers, Muzza.
PS Still can’t understand what she sees in you, you lucky sod. I’m the best man, right?????
How does this differ in content, language, tone and organisation from a business letter?
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5. Sample answer
The content of this deals with personal matters, i.e. an engagement; refers to family, e.g. Mum, and deals with social life, e.g. a trip to New York and having a beer – all of which would be inappropriate in a business communication.
The language, too, is unsuitable for work, especially in terms of:
casual greetings, e.g. ‘Hey bro, wassup?’
slang, e.g. ‘bro’ and ‘wassup’ again
abbreviations, e.g. NY, NZ and congrats
nicknames, e.g. Bex and Muzza
iconic expressions, e.g. ‘yeah right!’
ending, e.g. ‘Cheers’.
The tone also reflects the nature of the content and the language as it is relaxed, friendly, teasing and ironic, e.g. ‘Still can't understand what she
Lecturer’s Guide to Communication: Organisation and Innovation 3e © Pearson Education New Zealand 2011 Chapter 14 2
sees in you.’ The tone is more like speech than writing as seen in jokes, e.g. ‘Think I had better warn her’ and signalling or highlighting this by ‘hahaha’. This is possible because of the close nature of the friendship, e.g. ‘I’m the best man, right’ and the informal level of communication, e.g. ‘you lucky sod’ – all of which would be unsuitable for business.
The organisation of the also differs from that used in business
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6. Choosing the most appropriate channel and medium
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7. Personal writing You know the person you are writing to.
You know their likes and dislikes.
You have a relationship with them.
The situation is clear.
The purpose (or reason for writing) is also clear (and often positive).
The conventions and format are familiar, e.g. a quick , or are limited.
Your message is likely to be well received.
Your language can be informal and more like speech.
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8. Professional writing Often we don’t know the person we are writing to.
We may have no idea of their likes and dislikes.
We need to establish or maintain a comfortable working relationship with them.
The situation may not be clear.
The purpose (or reason for writing) may not be either clear or positive.
The conventions or format may be unfamiliar to us.
The message may be poorly received.
Business writing is more formal and precise than speech.
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9. Barriers to written communication
Physical features, such as poor handwriting.
Noise, e.g. bad spelling, poor punctuation or difficulties with grammar.
Lack of immediate feedback.
Differences in comprehension and interpretation.
Differences in the external environment.
A lack of information about the receiver’s physical, mental and emotional state.
Technology.

10. Scenario 14.1
Jon has been in meetings all morning and returns to his office at to find a note on his door, letting him know that an important client has called to see him. He has three messages on his telephone and 25 s. This message is the fifth he opens:
Jon,
Real problems with the warehouse purchase. Client very upset and refusing to sell. Claims you have lied to him. What are you going to do to sort out your mess? Call me now.
Wayne
What do you think Jon’s reaction will be? What, in particular, would have upset him?
How could Wayne have improved his communication?
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11. Wayne could have improved his communication by:
Jon is likely to be upset and angry, particularly because of the accusation that he is a liar and that the problem is his fault, e.g. ‘your mess’. The tone of ‘Call me now’ and the implication that Wayne has sided with the client, rather than defending Jon, will add to the stress that he was feeling prior to getting this .
Wayne could have improved his communication by:
discussing this with Jon in person rather than committing this sort of serious problem to writing
using a neutral tone, i.e. ‘There is a problem we need to discuss’ would be more effective
avoiding accusations of lying
not laying blame, e.g. ‘What are you going to do to sort out your mess?’
specifying concrete action, e.g. ‘I have booked a meeting room for 2.00 and have told the client that we will contact him by 3.00’ so that there is a plan for dealing with the problem
being supportive, i.e. it is a shared company issue and it will need to be solved together
stressing urgency without being dominant or authoritarian, e.g. ‘Call me now’ creates a feeling of antagonism rather than commitment.
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12. Business writing types
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13. Purpose and tone Purpose
The purpose (or reason for writing) will vary in different situations and is almost always closely tied to the concept of audience and format.
Tone
When we speak the tone we use (e.g. angry or excited) lets others know how we feel.
When we write readers also make assumptions about how we feel based on the tone or how the writing sounds.
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14. Audience Is it one person or many? How many? A group? An organisation?
Will my writing be confidential or public?
How, and where, will my writing go public?
Will the audience be a mix of people, professions, levels of education, political and religious viewpoints, etc.?
Do I know what is likely to interest this audience, and are there any topics I simply should not write about?
Is there any common language style, format, or specialised vocabulary that the reader will expect me to use?
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15. How can I interest any particular audience?
Use ‘you’ to address them directly.
Focus your message on ‘What is in it for them?’
Work out what questions they might ask and give them all the information they need.
Be persuasive – point out the advantages for them.
Be creative.
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16. Bi-cultural and cross-cultural communication
In all our written communication, we need to be aware of communication across cultures and within cultures.
Learning to see through another’s eyes or trying to walk in their shoes is always a good strategy to use in business communication.
The diversity in our communities highlights the need for all New Zealanders to be able to communicate well interculturally.
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17. Advantages and disadvantages of various channels
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18. Guidelines for business writing
Use the ‘you’ approach to persuade.
Use positive language.
Be precise and clear.
Vary vocabulary and sentence length.
Use white space, headings and subheadings, numbering and attractive design.
Avoid sexist language.
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19. The seven Cs of writing Writing well means being: clear concise
correct
complete
coherent
candid, i.e. honest and sincere
courteous.
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20. Writing clearly What do I want to say?
What information needs to be included?
Why am I writing?
What do I want to achieve?
What is the most appropriate way to organise the material?
What deadlines do I want to specify?
What is the best way to begin and end the message?
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21. Writing concisely Express your meaning simply and straightforwardly.
Being concise and writing in an appropriate tone is harder than it sounds.
Time is money in business.
Your writing must get straight to the point.
Long s and business letters will often not be read.
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22. Writing correctly Attend the student learning centre.
Ask your tutor for help.
Read the comments and corrections on your assignments.
Keep notes of your own problems.
Analyse examples of good writing.
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23. Writing completely In order to write completely, the writer must:
make the purpose clear
arrange thoughts logically
provide adequate explanation
give correct and complete details
specify action and deadlines.
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24. Writing coherently Organise material so that it flows smoothly.
Be economical with words.
Create transitions between paragraphs.
Use white space and attractive designs.
Use headings, subheadings and numbers.
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25. Transitions stress order, e.g. firstly, secondly, finally
show similarities, e.g. likewise, similarly
point out differences, e.g. in contrast, on the other hand
emphasise logic, e.g. therefore, thus, as a result
help show connections in time, e.g. later, prior to
emphasise structure, e.g. in the beginning, in conclusion
show that a case or argument is being constructed, e.g. furthermore, moreover, in addition.
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26. Writing candidly Be both honest and sincere.
Try to write as you would speak.
Consider the relationship between writer and reader.
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27. Writing courteously Use ‘you’ and focus on the reader.
Be neutral or warm in tone.
Use positive language.
Maintain interest by varying vocabulary and sentence length.
Avoid personal attacks and using sexist language.
Be precise and clear to prevent misunderstandings.
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28. Language accuracy
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29. Summary When we write, we are communicating interpersonally.
There are differences between speech and writing, personal and professional writing.
We need to choose the most appropriate channel for each communication interaction.
Writing is affected by barriers and is structured in different formats, for different purposes and audiences.
Tone is very important in establishing shared meaning and cooperation.
We need to be aware of the general characteristics of business writing and write clearly, concisely and correctly.
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