COMMUNICATION SKILLS TRAINING

Contents
MODULE 1 :
The Basics Of Business Writing
1. Introduction to Business Communication
a. The Importance of Written Communication
b. Foundation of Writing Skills
c. Set your Objective
d. Funny example of inefficient exchange of
communication
2. Grammar
a. Introduction
b. Common Rules in the English Language
i. Getting Tenses Right
ii. Use of Pronouns and Prepositions
the Right way
iii. Avoid surplus Nouns and Useless
Words
iv. Write in Parallel ways
v. Avoid Slang, Jargon, Foreign
language
vi. Be Gender Neutral
vii. Write Numbers Consistently
viii. Singularity & Plurality of Nouns
ACTIVITY (Spelling)
c. Commonly misspelled words
d. Wrongly used Words and Phrases
i. Samples
ii. Correct Word Use
e. Positive & Negative Words
f. When to use BIG Words
g. Redundant Words
ACTIVITY
h. Verbs
i. Active and Passive Verb
ACTIVITY
3. Sentences
a. Sentence Construction
b. Paragraph Construction
i. Topic Sentence
ii. Supporting Sentences
iii. Concluding Sentence
iv. Details in a Paragraph
ACTIVITY

MODULE 2 :
WRITING PROPER
1. Introduction
a. Tone
b. Style
c. Principle for Effective Writing
2. Business Letter
a. What is a business letter?
b. Style and sample of a buss. letter
c. Parts of a Business Letter
d. American vs. Filipino Buss. letter
ACTIVITY
e. Guidelines in writing other forms of buss
letter
v. Responding to an enquiry/request
for information
vi. Answering Complaint Letters
vii. Structure for answering complaint
letters
ACTIVITY
3. Inter-Office Memo
a. Checklist
b. Sample
ACTIVITY
4. E-mail
a. The Correct Approach
b. E-mail Etiquette
c. Writing Clear and Professional E-mails
5. Professional Powerpoint Presentation
a. Pointers and Techniques
b. Sample Layout

MODULE 1 : The Basics of Business Writing

1. Introduction to Business Communication
a. The Importance of Written Communication
b. Foundation of Writing Skills
c. Set your Objective
d. Funny example of inefficient exchange of communication
2. Grammar
a. Introduction
b. Common Rules in the English Language
i. Getting Tenses Right
ii. Use of Pronouns and Prepositions the Right way
ACTIVITY (Use of Preposition)
iii.
iv.
v.
vi.
vii.
viii.

Avoid surplus Nouns and Useless Words

Write in Parallel ways
Avoid Slang, Jargon, Foreign language
Be Gender Neutral
Write Numbers Consistently
Singularity & Plurality of Nouns
ACTIVITY (Spelling)

c. Commonly misspelled words

d. Wrongly used Words and Phrases
i. Samples
ii. Correct Word Use
e. Positive & Negative Words
f. When to use BIG Words
g. Redundant Words
ACTIVITY
h. Verbs
i. Active and Passive Verb
ACTIVITY
3. Sentences
a. Sentence Construction
b. Paragraph Construction
viii. Topic Sentence
ix. Supporting Sentences
x. Concluding Sentence
xi. Details in a Paragraph
ACTIVITY

MODULE 1 : The Basics of Business Writing

I. Introduction to business communication
Writing has the benefit of forcing us to think the matter through. Writing encourages us to gather the facts
before we communicate an idea, instruction or message. It prompts us to present the facts in a logical
fashion.
a. Value of the written word
The written word is vitally important in business:
it provides a permanent record of the communication
it can be shared among many people
it is readily accessible when stored on paper or magnetic media (memory stick, hard disk)
it can be re-used and be expanded upon for new ideas.
However, time spent thinking, writing, typing, reading and clarifying is expensive. We must therefore use
time effectively to prevent miscommunication which forces the reader to refer back to the writer.
b. The foundations of your writing skills
In writing your major task is to create a message which is clearly understood and will induce the reader to
take the desired action. Readers should not be left with questions or irritations in their mind.
The system focuses on four rules

Its foundations are

1. Accuracy
2. Brevity
3. Clarity

A clear objective
Correct grammar
Proper structure
Attractive layout

c. Set the objective(s)

- the ABC of good writing

Get the purpose clear to make sure that you communicate most effectively and efficiently with the reader.
Always get the IN ORDER TO ACHIEVE WHAT? quite clear in your mind. This forces you to focus on
the result rather than being content with the reason.
Formulate the what, who, how, when, why, where.
Here are some questions to ask:
WHY WRITE?
Would speaking not be more effective than
writing?
WHO AM I WRITING TO?
How skilled is the reader in the subject matter?
Who else will read it?
Why will they want to read it?
What do they know already?
WHAT DO I WANT TO ACHIEVE?
Is it to inform? To persuade? Or to record?
What does the reader need to know?
What does the reader need to do?
What answers do I need from the reader?
HOW WILL THE READER REACT?

Are they senior of junior?

What sort of tone should I use?
How can I make it clearer?
WHEN WILL IT BE READ?
By when must it be completed?
Might it be read in years to come?
WHERE WILL IT BE READ?
Home or abroad?
In the office or at home?
At a meeting?
In court?
Internal or external to the organisation?
All these points concern the Reader rather than
the Writer. Think of the reader

d. Funny example of inefficient exchange of communication

H. Schultz v The New York Cleaning Department: A saga in three acts!
Act 1
Dear Sir.
I find Hydrochloric Acid fine for cleaning pipes. Is this OK?
Signed. H Schultz Plumber
Dear Mr Schultz
In response to your enquiry regarding the use of Hydrochloric Acid for cleaning pipes should be clearly
recognised that this is not efficacious. The Hydrochloric Acid interacts with a variety of metals to produce
salts of various natures, depending on the composition of the metals involved, which would be more than
mildly toxic to any person or persons (or animals) who might ingest the substance in question. The precise
result which would stem from such ingestion would depend, amongst other less crucial matters, on the
proportion of Hydrochloric Acid and metallic radical to other dilutory substances in the original combination
of substances that induces the salt producing reaction initially.
Signed. B Pearson, New York Cleaning Department
Act 2
Dear Mr Pearson
Thank you for your interesting letter. Can you please now tell me if it is OK to use Hydrochloric Acid to
clean out pipes?
Signed. H Schultz Plumber
Dear Mr Schultz
As was explained in our previous letter to you it is the opinion of this Department that the use of
Hydrochloric Acid for cleaning would increase the susceptibility of the population at large to varying degrees
of virulence. The precise degree of virulence in any specific case would depend, of course, on the total
amount, and percentage of toxic content in that total amount, of debilitating solution imbibed, and naturally
the frequency of such reflections by the person or persons in question.
We trust the position is now clear to you.
Signed. B Pearson, New York Cleaning Department
Act 3
Dear Mr Pearson
Its real nice of you to trust me. I am now cleaning many more pipes with Hydrochloric Acid.
Signed. H Schultz Plumber
Dear Mr Schultz
Dont use Hydrochloric Acid for cleaning pipes. It poisons the water.
Signed. B Pearson
2. Grammar

a. Introduction
The rule is to be natural and human, not pompous and unnatural. If in doubt, ask: What would I say to this
person face to face? Writing should be more like speaking.
Letters and documents become difficult to read if they contain:
LONG WORDS
LONG SENTENCES
LONG PARAGRAPHS

Brevity is the key to good

communication

b. Common Rules in the English Language

1. Getting Tenses Right
a. Stick to simple tenses and avoid complicated ones
b. Tailor fit your communication into something that can EASILY be understood
Verb Tense Overview with Examples
Legend: S subject

O object

Simple Past (S+V2+O)

V verb (V1: present; V2: past; V3: future)

Simple Present (S+V1+O)

Simple Future (S+will+V+O)

Two years ago, I consulted a doctor

I consult my patients doctor every
about an unruly elderly in the charity
day.
ward.

If your symptoms persist, I will

consult your family physician about
your medical history.

Past Continuous: longer action in

the past was interrupted
(S+was/were+{V+ing}+O)

Present Continuous: something is

happening now at this very moment
(S+am/is/are+{V+ing}+O)

Future Continuous: longer action

in the future will be interrupted by a
shorten action in the future (will be
or am going) (S+will be+{V+ing}+O)

I was consulting a doctor in the

charity ward when you called
yesterday.

I am consulting my patients doctor

now.

I will be consulting another doctor

when you arrive tonight.

Past Perfect: something occurred

before a SPECIFIC time in the past
(S+had+past pariciple+O)

Present Perfect: an action

happened at an UNSPECIFIED time
before now; expressions such as
ever, never, once, many times,
several times, before, so far,
already, yet (S+have/has+V3+O)

Future Perfect: something will

happen before a SPECIFIC time in
the future (will have/am going to
have + past tense)
(S+will have+V3+O)

I had consulted your family

physician before I moved you to the
charity ward.

I have consulted other patients in

several different hospitals.

I will have consulted every patient

by the time the assigned doctor
arrives.

Past Perfect Continuous:

something started in the past and
continued up until another time in
the past
(S+had been+{V+ing}+O)

Present Perfect Continuous:

something started in the past and
has continued up until now; specific
period (for 2 weeks),
unspecific (recently, lately)
(S+have/has been+{V+ing}+O)

I had been consulting doctors about

efficient patient care for five years
before I moved to the U.S.

I have been consulting doctors

about efficient patient care recently.

Future Perfect Continuous:

something will continue up until a
particular event or time in the future
(S+have been+{V+ing}+O)

I will have been consulting your

doctor for over two hours by the
time you arrive.

2. Use of Pronouns and Prepositions

PRONOUN
A pronoun is a word that represents a noun. The noun that it refers back to is its antecedent.
Examples
Johnson is the nurse who took care of me the last week.
Doctors are the lifesavers of the community. They tend to the sick and dying in accordance with their oath.
Incorrect: Everyone will be required to submit their report at 9:00 a.m.
Better: Everyone will be required to submit his or her report at 9:00 a.m.
Incorrect: Bob and I went over the patients charts together.
Better: Bob and me went over the patients charts together.
Types of Pronouns:
1. Personal: We use personal pronouns to refer to specific persons or things.
Singular: I, me, you, she, her, he, him, it
Plural: we, us, you, they, them
2. Possessive: This type of pronoun shows ownership.
Singular: my, mine, your, yours, her, hers, his, its
Plural: our, ours, your, yours, their, theirs
3. Relative: Relative pronouns introduce subordinate clauses, which act as adjectives or descriptors in the
sentence.
Example: The friend who just called me is coming over.
The relative pronoun who refers back to the noun that the subordinate clause who just called me is
modifying or describing. Relative pronouns include who, whom, whose, which, and that.
4. Demonstrative: These pronouns indicate "which?" They include this, that, these, and those.
5. Indefinite: Indefinite pronouns refer to nonspecific persons or things. They include the following:
all, another, any, anybody, anyone, anything, both, each, either, everybody, everyone, everything, few,
many, neither, nobody, none, no one, nothing, one, several, some, somebody, someone, something.
6. Reciprocal: These pronouns indicate a reciprocal relationship between two things: each other, one
another

PREPOSITION
A preposition is a word which shows relationships among other words in the sentence. The relationships
include direction, place, time, cause, manner and amount.
A preposition always goes with a noun or pronoun which is called the object of the preposition. The
preposition is almost always before the noun or pronoun and that is why it is called a preposition.

Preposition Meaning

Examples

above

There are conference rooms above the lobby of the

MRI Building.

across

higher than or over

from one side to the other

It's dangerous to run across the road.

after

- following something
- later than

- The nurse ran after the ecstatic patient.

- I'll phone you after lunch.

against

- in opposition to
- in contact with

- Medical malpractice is against the law.

- The medical equipment should be set-up against the
wall.

along

from one end to the other

among

surrounded by

They are walking along the street.

Peter was among the spectators when one of the
patients turned Code Blue.

around

- in a circle
- near, approximately

- He walked around the table.

- The medical procedure costs around P50,000.

before

- earlier than
- in front of

- The day before yesterday.

- He cowered before the sight of the accident.

behind

at the back of

Passengers sit behind the driver.

below

lower than

His shorts are below his knees.

beneath

under

Mariano got stuck beneath the truck when the medic

arrived.

beside

next to

The HR Office is beside the employees entrance.

between

in the space separating two things

close to

near

CGHMC is near the North Cemetery.

down

from higher to lower

She pulled down the blind.

from

where something starts or originates

The wailing sound came from the operating room.

inside

on the inner part of

The charity pavilion is inside the CGHMC compound.

into

enter a closed space

He went into the morgue.

off

down or away from

He fell off the hospital stairs.

onto

move to a position on a surface

The cat jumped onto the roof of the car.

opposite

facing, on the other side

Eva sat opposite Tom at the table.

out of
outside
over

- move from a closed space

- without
opposite of inside
- above/across
- on the surface of

Dr. Bangayans office is located between the HR

Office and Annex Office of Info/Admitting.

- He got out of the ambulance.

- She's out of work.
The garden is outside the house.
- The plane flew over the Atlantic.
- She put a sheet over the furniture.

past

beyond

She drove past the supermarket.

round

in a circular movement

The earth moves round the sun.

through

from one side to the other

The Seine flows through Paris.

throughout

in every part of

The virus spread throughout the

country.

to

in the direct of / towards

She was running on the way to the nursing station.

towards

in the direction of

The medic ran towards the ER.

Underneath/
under

beneath

up

towards or in a higher position

There were dust particles underneath the patients

bed sheets.
She walked up the stairs.

ACTIVITY: Preposition worksheet

2. Avoid surplus Nouns and Useless Words
Surplus Nouns
Avoid nouns that dont add meaning or precision. Watch out for:
Approach

Area

Concept

Condition

Location
Situation
Type
Environment

Example
They were interested in the decentralized decision-making concept.
Annas failing health condition causes stress to her parents.
CGHMC is located in the locality of Manila area.
Useless Words
Short words are easier to read than long words because they are easier to recognise and interpret. We get
more practice in using the words we speak; so when we see a word which we do not use in conversation, it
is harder for us to understand.

Never try to impress the reader by deliberately using long words

Always try to use words whose meanings are precise, and not open to doubt
Use a short word (or even two or three) instead of one long one.
Write to express not impress!
Word use
Keep it short and simple!
Rather than:
discontinue
submit for consideration
proceed
commence
occurrence
dispatch
in respect of
make modifications to
demonstrate
is in a position to
we would be grateful if you would
facilitate

Use:
stop
propose
go
start
event
send
of, about
modify, change
show
can
please
help

3. Write in Parallel Ways

Parallelism means being consistent in how you structure in writing. This method adds balance and
rhythm to sentences giving ideas a smoother flow and thus can be persuasive because of the repetition it
employs.
Example
The operation needs to be done quickly and decisively.
(ADVERB)
Nurses duties and responsibilities include caring for the patients, recording medications and doing
rounds. (VERB TENSES)
In order to alleviate pain, the doctor needs to either reduce stress or raise medical dosage.
A doctor should be selfless and patient. (ADJECTIVE)
The orderly took 2 alcohols, 5 bottles of betadine and 3 jars of antibiotic. (NUMBER)
4. Avoid Slang, Jargon, Foreign Language, Cliche
Slang is the informal language of conversation, text messages, and other casual social communication
among friends
Jargon is the specialized, often technical, language that is used by people in a particular field,
profession, or social group.
Cliches are time-worn phrases that have lost their original freshness and can usually be replaced with
one or two simple words.
Example
Slang

Awesome
Beat
Boondocks

Magnificent
Tired
Mountain

Jargon

correspondence
Due diligence
Amalgamate

letter
careful
merge; unite

Foreign

raison detre
corpus delicti
ipso facto

reason
body of the crime
by the fact itself

Cliche

the fact of the matter is

on account of the fact that
in the course of

in fact
because
during

(ACTIVITY) Be precise, avoid jargon and clichs

correspondence
communication
illustration
a large proportion of
concerning
at the present time
currently
despite the fact that
furnish particulars
in conjunction with
in the course of
on account of the fact that
Enclosed please find

i.e. letter
e.g. report, memo, telephone call
graph or diagram
many
about
now
now
although
give details
with
during
because
I enclose

But remember ultimately, Accuracy and Clarity are more important than Brevity.

5. Be Gender Neutral
Avoid gender specific nouns. Dont make assumptions about gender.
Gender Specific
Chairman
Fisherman
Waitress
Delegates and their wives
Workman

Gender Neutral
Chair/Chairperson
Fisher
Server
Delegates and their spouses
Worker

Use these techniques to avoid gender specific nouns:

1. Repeat the noun
2. If appropriate, make the antecedent plural so you can use they, them, or their
3. Drop the pronoun entirely, or re-cast the sentence so that the pronoun is not necessary
Example
The doctor must submit his medical report to the committee.
The doctors must submit their medical report to the committee.
The doctor must submit the medical report to the committee.
Every employee is required to pay his tax.
Employees are required to pay their tax.
Employees are required to pay tax.
6. Write Numbers Consistently
Guidelines for using numbers in text:
Spell out numbers from one through nine
Use figures for 10 or greater
If one number in a sentence is 10 or greater, then use figures for all numbers ( 4apples, 5
oranges, and 12 pears)
Always spell out a number used at the beginning of a sentence
7. Singularity and Plurality of Nouns/Pronouns
a. Recognize the problems that singular indefinite pronouns can cause.
Indefinite pronouns, a special class of words, will often be antecedents. Some indefinite
pronounsdespite the illogicare always singular:
Singular Indefinite Pronouns
each, either, neither
anybody, anyone, anything
everybody, everyone, everything
nobody, no one, nothing
somebody, someone, something

b. In math, 1 + 1 = 2. This rule applies to pronoun agreement as well. If you have 1 singular noun
+ 1 singular noun, then together they = 2 things, or a plural antecedent.
Example
The doctor and his nurse tried their best to revive the patient.
Ronald wanted the attention of the doctor and the nurse, but he could not make them look his
way.

c. There are words of foreign origin, usually Latin or Greek, which seem to retain their original
plural endings rather than normalising to the English rules for making plurals. Examples
include:
datum - data ***
syllabus - syllabi
medium - media
phenomenon - phenomena
criterion - criteria
bureau - bureaux
c. Commonly Misspelled Words (Spell correctly) - ACTIVITY
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Misspell
Diligence
Occasion
Tomorrow
Accommodate
Embarrass
Inadvertent
Grateful
Hierarchy
Pastime
Withhold

12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.

Possession
Liaison
Privilege
Conscious
Conscience
Conscientious
Precede
Referred
Supersede
Threshold
Pronunciation

d. Wrongly Used Words and Phrases

i. advise vs. advice: with an s is a verb, with a c is a noun
Examples
Advise
The doctor advised the patient to drink plenty of water and exercise.
Advice
According to his doctors advice, extreme stress and pressure can cause hypertension.

ii. principle vs. principal

As a noun, principal refers to (1) one who holds a presiding position or rank, and (2) capital
or property before interest, and its also an adjective meaning (3) first or most important in
rank. The head of a primary or secondary school is a principal.
Principle is only a noun. In its primary sense, it refers to a basic truth, law, assumption, or
rule.
Examples
Principal
The medical director is the principal contact person of the Hospital during disaster.
Principle
The principle of non-discrimination in the workplace should always be observed by the
Hospital.

iii. regardless vs. irregardless: no such word as irregardless because regardless already
means without regard. The -ir prefix is redundant. IR means not, non.
iv. unless vs. not unless
UNLESS: It means "that something will happen or be true if something else does not
happen or is not true"
example:
- I cant help you unless you tell me whats wrong.
- Unless you take your medications, you will not be healed.
Grammar Points
* Do not use the future tense after unless.
I won't go unless you go (NOT unless you will go).
*Do not say 'unless if'.
Don't call him unless it's urgent (NOT unless if it's urgent).
NOT UNLESS
- It means "not unless is typically used after someone asks you a yes or no question and the
answer is NO, followed by an EXCEPTION".
Example:
-Q: Has the patient that was brought last night at 4B been released?
-A: Not unless he pays his medical bills (meaning NO and the only reason for the patients
release is the settlement of his outstanding bill).
v. fill out vs. fill up vs. fill in
Fill in means to supply something that's missing. So you fill in the blanks on a test, for
example, or you can fill in a triangle with a color (change it from an outline to a solid triangle
by coloring inside it), or you can fill in (substitute) for an absent colleague at work. And you
can fill in a form because you're supplying missing information. (one field or a few fields only)
Fill out means to complete by supplying requested information.
So you can fill in Form 195B (I get a mental picture of a form with blanks to write numbers or
small bits of data) or fill it out (could be either a form with blanks or one that asks for longer
answers). Those mental pictures aren't the only possibilities, but you can see why both
phrases work.
Fill up means to make full. You fill up containers with liquid, for example, or you fill up your
stomach with junk food. If you fill up a form, you've used all the available space on it and
have to ask for another sheet of paper.
vi. in behalf vs. on behalf
In behalf of means for the benefit of or in the interest of.
On behalf of means in place of or as the agent of.
So I might give a donation, on behalf of my company, to be used in behalf of the cancer
patients.

e. Positive and negative words

Analyse words for positive and negative emotional meanings. For example, efficient is
positive, so is punctual; you must is negative, so is impossible or incorrect.
A positive tone encourages a favourable, desirable association with a product or service. A
negative tone is a red flag word. It plants seeds of doubt, or conveys an image that is
unfavourable, undesirable, unattractive, or even frightening. However, too positive a tone will
lead to accusations of pushy.
Positive words
EXAMPLES OF POSITIVE WORDS
Appreciate
Assurance
Committed
Confidence
Dependable
Established

Satisfaction
Responsible
Quality
Honest
Service
Willingness

EXAMPLES OF NEGATIVE WORDS

EXAMPLES OF NEGATIVE PHRASES

Blame
Sorry
Failure
Never
Cant
Unfortunate
Prejudiced
Wrong

Your delay
Your dissatisfaction
Why didnt you
We cannot understand your
You claim
You forgot to
You must
You are misinformed

Fault
Inconvenience
Regret
Complaint
Disagree
Difficult
Unable
Neglect

Negative and positive ways of saying things

EXAMPLES OF NEGATIVE AND POSITIVE WAYS OF SAYING THINGS
Complaints department
Customer service
Our office doesnt open until 09h30
Our office opens at 09h30
I was surprised to learn that
I learned from your letter that
Mistakes are bound to happen
We shall take care to prevent a similar
occurrence

We hope you wont find our product

unsatisfactory
We are sure you will find our product
satisfactory
You wont have difficulty operating your new
mower if
Your new mower will operate efficiently and
easily when
Your failure to write leads us to believe that you
Since we have not heard from you we are sure
you
It will never happen again
We have taken the appropriate steps, or
We are committed to improving our service

f. Dont use big words

In promulgating your esoteric cogitation, or articulating your superficial sentimentalities and
amicable, philosophical or psychological observations, beware of platitudinous ponderosity. Let
your conversational communications possess a clarified conciseness, compact
comprehensiveness, coalescent consistency and a concatenated cogency.
Eschew all
conglomerate of flatulent garrulity, jejune, babblement and asinine affectations. Let your
extemporaneous descanting, and unpremeditated expatiation have intelligibility and veracious
vivacity without rodomontade or thrasonical bombast. Sedulously avoid all polysyllabic
profundity, pompous prolixity, psillacious vacuity, ventriloquil verbosity and vaniliquent vapidity.
Shun double entendres, prurient jocosity and pestidiferous profanity, obscurant or apparent.
In other words, write plainly, briefly, naturally, sensibly, truthfully, purely. Keep from slang. Dont
put on airs. Say what your mean, mean what you say, and dont use big words!

When to use a BIG word

There are four legitimate reasons for using a big word. Ask yourself if your big word fits one or
more of these four reasons.
S

1.

Its SIMPLER or more familiar than the short word equivalent. Average is
more familiar than mean, and sponsorship, more familiar than aegis.

2.

Its UNIQUE. It cant be said in small words. Most technical vocabulary is

included here (amortise, inventory, appreciation), as well as such nontechnical words as communicate, civilisation, democratic.

3.

Its RICH. It conveys precision. Examples are: implement, document,

designate, develop, introduce. For instance, calling a marriage license a
document is more precise than paper.

E.

4.

Its ECONOMICAL. It saves a lot of small words. Unemployment is more

economical than the fact that a lot of people are without jobs; and
destination more economical than the place to which (someone) is going.

g. Redundant Words: goes against the ABC of writing

Avoid these phrases:

Herewith attached please find the document as requested by yourselves

Ensuring you of our best attention at all times
It would be highly appreciated if you

Suggest an alternative for the business terms and phrases:

I would like to give confirmation
We are in receipt of
It will be our endeavour
I refer to previous correspondence regarding
It would be greatly appreciated if you would
advise us
After some discussion within the Department
a decision was reached

I would like to confirm

We received
It is our goal
This is in reference to
Your advice is highly appreciated
A decision was made after thorough deliberation

Eliminate the redundant words from the following sentences:

1.

You will see what I mean if you refer back to the introduction
Please refer to the introduction

2.

We will be able to meet the deadline if we combine together the sections we

have prepared
We will meet the deadline if we combine sections

3.

There are too many redundant phrases which add nothing

There are many redundant phrases

4.

The consensus of opinion favours a June election

Everybody agreed to a June election

5.

The new desks are oval in shape

The new desks are oval

6.

Come on Monday together with your assistant

Come on Monday with your assistant

7.

We are now currently employing two thousand staff

We are currently employing 2000 staff

8.

I have received your letter along with enclosures

I received your letter with enclosures

9.

The two departments will be amalgamated together in May

The two departments will be merged by May

h. Verbs: Active and Passive Verb

The verb is the most important part of the sentence. It generally conveys action. There are two types of
verb:
1. the ACTIVE VERB

(this is direct and concise: 4 words)

Mai organized a training.

2. the PASSIVE verb

(this has less impact: the same message

in 6 words)

A training was organized by Mai.

It is easy to recognise the passive voice it always has some form of the verb to be in front of the verb:
was, will be, must be
To convert it to the active, the reader has to answer the question by whom?, e.g. The training was
organized by whom? byMai.
Active voice : Leads to writing which is clear and generally more emphatic. The active voice forces us to
say exactly what we mean. We have to clarify who took, or should take the action. The active leaves the
reader with complete understanding and steers clear of ambiguity and vagueness, and we have to accept
full responsibility for our statements.
ACTIVITY: Please rewrite the following sentences in the active form:
1.
2.
3.
4.
5.

Your letter was received by us. We received your letter

A cheque for P 5,000 was sent to the customer by me. I sent a cheque for P5,000 to the customer
The audit was accomplished by us in under two days. We accomplished the audit in under two days.
Forty seven people were interviewed by the research team. The research team interviewed 47 people.
The firm is being advised on this matter by legal experts. Legal experts advised the firm on this matter.

3. Sentence Construction
a. Sentence length
Sentences should on average be about 14 20 words long more than this, and ideas can become
clouded.
But it is best to vary the length of sentences; it is often dull and tiring if all sentences are of the same length.
In contrast, if the sentences are too short it is difficult to make the piece flow.
We can keep sentences short by:
-

Keeping to one unit of thought per sentence

Using active verbs
Avoiding unnecessary words or phrases which add nothing to the meaning

Sentence structure
Sentence structure is just as important as length
-

The more difficult a text is, the simpler its structure should be.
The best order for a sentence is: subject, verb, direct object, e.g. The company secretary
writes the minutes.
The essence of the message should be in the first part of the sentence, as the reader always
retains this part better.

b. Paragraphs
In many languages, the fundamental unit of composition is the paragraph. A paragraph consists of several
sentences that are grouped together. This group of sentences together discuss one main subject.

A new idea or development needs a new paragraph

Paragraphs are there for your reader - to show him/her that you are beginning a new point.

There should be one, clear idea per paragraph.

Every paragraph has a controlling idea. This is called the topic sentence and is the thought or vital piece of
information from which the rest of the paragraph flows.

Use the order of your paragraphs properly

1. Paragraph 1 should refer back to any previous communication, action etc., and should set your
letter in context.
2. The middle paragraph(s) should deal clearly with the matter(s) you are writing about.
3. The closing paragraph should look to the future, explaining exactly what action you are taking now,
or what you want the receiver to do. Be specific. Do not write "Please let me know" - rather say
"Please let me know by return of post", or "Please send me the cheque by close of business on
Friday, 4 August 2000"

Separate the themes into paragraphs and the reader will be able to get an understanding of the central
message. Do not include more than one theme per paragraph.

If the paragraphs are short, the reader can concentrate easily on each aspect of the report. If, on the
other hand, the paragraphs are long and heavy, the reader will very soon get confused and give up.
Short paragraphs make reports look easier to read.

A good rule of thumb is that paragraphs should on average be 6 sentences or fewer. Sometimes a
one-sentence paragraph is very effective to grab the readers attention or to make a key point.

The Topic Sentence

A topic sentence usually comes at the beginning of a paragraph; that is, it is usually the first sentence in a
formal academic paragraph. Not only is a topic sentence the first sentence of a paragraph, but, more
importantly, it is the most general sentence in a paragraph. What does "most general" mean? It means that
there are not many details in the sentence, but that the sentence introduces an overall idea that you want to
discuss later in the paragraph.
The Chinese General Hospital and Medical Center stands unique among the
hospitals of the country. It is one of the oldest hospitals in the Philippines, being founded
in the Spanish times. It was founded purely from charitable donations of well-meaning
Chinese immigrants. Moreover, it has steadily grown in excellence, fame and service in
its 112 years of existence.
Note how the first sentence, The Chinese General Hospital and Medical Center stands unique among the
hospitals of the country, is the most general statement. This sentence is different from the two sentences
that follow it, since the second and third sentences mention specific details about the hospitals uniqueness,
and are not general statements.
Here are some examples of sentences that cannot be used as topic sentences. Can you figure out why they
are inappropriate?
1. Chinese General Hospital and Medical Center is unique because it is old, founded
in the Spanish times, built from donations and existed for 112 years.
The problem with sentence #1 is that it contains too many details. Topic sentences are
general, and details should appear later in the paragraph. A better topic sentence would be
like the one mentioned above, My hometown is famous for several amazing geographical
features.
2. There are two reasons why some people like to study at CGHMC and two reasons
why others like to take their internship at CGHMC.
Sentence #2 is not appropriate as a topic sentence because it mentions two topics, not just
one. Paragraphs are usually about one main thing and so their topic sentences should also
be about only one main thing.
3. Chinese General Hospital and Medical Center is a Hospital.
The problem with sentence #3 is that it is too general. It is also very boring! Would you like
to read a paragraph with this topic sentence? Most people would not.

We can rewrite sentences #2 and #3 in the following ways to make it better:

There are two reasons why some people like to study at CGHMC.
OR (in a different paragraph):

There are two reasons why some people to take their internship at CGHMC.

Chinese General Hospital and Medical center is one of the leading and
oldest hospitals in Metro Manila.

Supporting Sentences
Consider again the above-mentioned, short paragraph:
The Chinese General Hospital and Medical Center stands unique among the
hospitals of the country. It is one of the oldest hospitals in the Philippines, being
founded in the Spanish times. It was founded purely from charitable donations of
well-meaning Chinese immigrants.
When a reader reads a topic sentence, such as The Chinese General Hospital and Medical Center stands
unique among the hospitals of the country, a question should usually appear in the reader's mind. In this
case, the question should be like, "What makes CGHMC unique" The reader should then expect that the
rest of the paragraph will give an answer to this question.
Now look at the sentences after the topic sentence. We can see that the second sentence in the
paragraph, It is one of the oldest hospitals in the Philippines, being founded in the Spanish times,indeed
gives an answer to this question. That is, the second sentence gives some explanation for the fact that
CGHMC is unique. Similarly, we can see that the third sentence also gives some explanation for the fact
that CGHMC was founded from purely charitable donations and it has existed for 112 years.
The second and third sentences are called supporting sentences. They are called "supporting" because
they "support," or explain, the idea expressed in the topic sentence. Of course, paragraphs in English often
have more than two supporting ideas. The paragraph above is actually a very short paragraph. At
minimum, you should have at least five to seven sentences in your paragraph. Here we can see our
paragraph about Wheaton with a few more supporting sentences in bold font:
The Concluding Sentence
In formal paragraphs you will sometimes see a sentence at the end of the paragraph which summarizes the
information that has been presented. This is the concluding sentence.
You can understand concluding sentences with this example. Consider a hamburger that you can buy at a
fast-food restaurant.* A hamburger has a top bun (a kind of bread), meat, cheese, lettuce, and other
elements in the middle of the hamburger, and a bottom bun. Note how the top bun and the bottom bun are
very similar. The top bun, in a way, is like a topic sentence, and the bottom bun is like the concluding
sentence. Both buns "hold" the meat, onions, and so on. Similarly, the topic sentence and concluding
sentence "hold" the supporting sentences in the paragraph. Let's see how a concluding sentence (in bold
font) might look in our sample paragraph about Wheaton:
The Chinese General Hospital and Medical Center stands unique among
the hospitals of the country. It is one of the oldest hospitals in the Philippines,
being founded in the Spanish times. It was founded purely from charitable
donations of well-meaning Chinese immigrants. Moreover, it has steadily grown
in excellence, fame and service in its 112 years of existence. Indeed, the
hospitals history, creation, and existence truly make it unique.
Notice how the concluding sentence, Indeed, the hospitals history, creation, and existence truly makes it
unique, summarizes the information in the paragraph. Notice also how the concluding sentence is similar
to, but not exactly the same as, the topic sentence.
Details in Paragraphs
The short paragraph in this lesson is a fairly complete paragraph, but it lacks details.
Whenever possible, you should include enough details in your paragraphs to help your
reader understand exactly what you are writing about. In the paragraph about Wheaton,
three natural landmarks are mentioned, but we do not know very much about them. For
example, we could add a sentence or two about Wheaton river concerning HOW wide it is
or WHY it is beautiful. Consider this revision (and note the additional details in bold):

The Chinese General Hospital and Medical Center (CGHMC) stands unique
among the hospitals of the country. It is one of the oldest hospitals in the Philippines,
being founded in the Spanish times. It was built in the early months of 1891 by
Capitan Carlos Palanca Tanchueco, together with wealthy Chinese businessmen
Chan Guan and Mariano Velasco. It was founded purely from charitable donations of
well-meaning Chinese immigrants. The founders touched by the plight of their sick
and poor countrymen. Together they donated and raised funds to construct a
medical clinic, where treatment was free of charge. From its humble beginnings,
CGHMC has steadily grown in excellence, fame and service in its 112 years of existence.
It now boosts 592+ bed capacity, a new 8-storey building, and state-of-the-art
medical equipment to cater to every patients needs. Indeed, the hospitals history,
creation, and existence truly make it unique.

Why are details important? Consider the example of the hamburger, mentioned above.* If the hamburger
buns are the topic and concluding sentences, then the meat, the cheese, the lettuce, and so on are the
supporting details. Without the food between the hamburger buns, your hamburger would not be very
delicious! Similarly, without supporting details, your paragraph would not be very interesting.
A Note on Formality. In addition to having a particular kind of structure, academic paragraphs (and
multi-paragraph essays, which will be topic of another lesson) are different from "ordinary writing" (such as
letter writing) in that certain kinds of expressions are not allowed. For example, in formal essays, you
should not use contractions such as don't or aren't. Instead, you should write out the words in full, for
example, do not and are not.
Also, in formal essays you should avoid the first and second person. That is, do not use the pronouns I or
you. The pronouns we and us are sometimes used in formal essays in some major fields, but in general
you should not use these unless you are certain that they are customary in your field and/or your professor
allows them. It is safer simply to use the third person.

MODULE 2: WRITING PROPER

1. Introduction
a. Tone
b. Style
c. Principle for Effective Writing
2. Business Letter
a. What is a business letter?
b. Style and sample of a Business letter
c. Parts of a Business Letter
d. American vs. Filipino Buss. letter
ACTIVITY
e. Guidelines in writing other forms of buss letter
xii. Responding to an enquiry/request for information
xiii. Answering Complaint Letters
xiv. Structure for answering complaint letters
ACTIVITY
3. Inter-Office Memo
a. Checklist
b. Sample
ACTIVITY
4. E-mail
a. The Correct Approach
b. E-mail Etiquette
c. Writing Clear and Professional E-mails
5. Professional Powerpoint Presentation
a. Pointers and Techniques
b. Sample Layout

MODULE 2: WRITING PROPER

At the end of this module delegates will be able to:

Choose concise language

Avoid repetition
Express ideas concisely
Ensure quality
Select and develop an appropriate style and tone

I. Introduction
In writing business letters, one needs to consider the appropriate tone and correct style in writing depending on
the nature of the letter and the position/designation of the receiver.
a. Tone in text
Tone is a literary compound of composition, which encompasses the attitudes toward the subject
and toward the audience implied in a literary work. Tone may be formal, informal, intimate, solemn,
somber, playful, serious, ironic, condescending, or many other possible attitudes.
It is a strange but true fact that you can often assess a persons personality, educational level,
gender, mood, attitudes etc. relatively easily from a piece of his/her writing.
b. Style in business writing
STYLE The way something is written as opposed to its content.
What constitutes style?
Style is the personal aspect of writing. It is hard to pin down precisely but the following factors will
certainly influence our style.
Word choice
Use of adjectives
Abbreviations, e.g. cant, wont
Using names and/or personal pronouns
Sentence construction
Long or short
Main point at front or hidden
Asking direct question of the reader : ask yourself what would happen if
Using the imperative: Do not contact Dr Mathers without first
The blend of active/passive voice
Paragraphing : Use of headings and layout
Imagery : Creating an atmosphere
Tone

: Formal, light-hearted, commanding, inviting

Principles for effective writing (Based on Robert Gunning)

1. Use variety in your writing. On the average, sentences should be short; 18 - 20 words is ideal.
Paragraphs should contain 5 7 sentences.
2. Avoid weak language. For example words such as rather, very, little, pretty.
3. Avoid clichs and jargon.
4. Avoid unnecessary words (padding) such as the, that, I think, I feel, I believe. If it is possible to
cut a word, delete it.
5. Use active not passive sentences. Stay away from forms of the verb to be, to make, to do, to
have. A sentence beginning There are is a sure tip off that you are falling into bad habits.
Dont write, There are several tax problems requiring resolution, when you can write, Several tax
problems require resolution.
6. Write as you would talk. Use conversational and familiar language. And always remember your
company manners.
7. Write to express not to impress.

2. Business Letters
a. What is a business letter?
A business letter is usually a letter from one company to another, or between such organizations and their
customers, clients and other external parties. The overall style of letter depends on the relationship between
the parties concerned. Business letters can have many types of contents, for example to request direct
information or action from another party, to order supplies from a supplier, to point out a mistake by the
letter's recipient, to reply directly to a request, to apologize for a wrong, or to convey goodwill. A business
letter is sometimes useful because it produces a permanent written record, and may be taken more
seriously by the recipient than other forms of communication.
b. Style and sample of a Business Letters

SUBJECT (Optional)
Inserted either before or after
the Salutation

c. Parts of a Business Letter

1.

The Heading (The Return Address) or Letterhead - Companies usually use printed paper where
heading or letterhead is specially designed at the top of the sheet. It bears all the necessary
information about the organizations identity.

2.

Date - Date of writing. The month should be fully spelled out and the year written with all four digits
October 12, 2005
(12 October 2005 - UK style). The date is aligned with the return address. The number of the date
is pronounced as an ordinal figure, though the endings st, nd, rd, th, are often omitted in writing.
The article before the number of the day is pronounced but not written. In the body of the letter,
however, the article is written when the name of the month is not mentioned with the day.

3.

The Inside Address - In a business or formal letter you should give the address of the recipient
after your own address. Include the recipient's name, company, address and postal code. Add job
title if appropriate. Separate the recipient's name and title with a comma. Double check that you
have the correct spelling of the recipient 's name.
The Inside Address is always on the left margin. If an 8 1/2" x 11" paper is folded in thirds to fit in a
standard 9" business envelope, the inside address can appear through the window in the envelope.

4.

The Greeting - Also called the salutation. The type of salutation depends on your relationship with
the recipient. It normally begins with the word "Dear" and always includes the person's last name.
Use every resource possible to address your letter to an actual person. If you do not know the
name or the sex of of your reciever address it to Dear Madam/Sir (or Dear Sales Manager or Dear
Human Resources Director).
a.

Double space (or as much as you need to put the body of the letter in the centre) and
include the salutation.

When the recipients name is known the most common form of salutation is: Dear Mr
Khumalo
c. Should the recipient have a title, for example Professor, it must be used in the place of
Mr. The abbreviated form of the title may be used: for example Prof., Dr, Rev.;
d. Ms. Instead of Mrs. Should be used when addressing a married woman recipient legally
when you use Mrs. You should put the name on the husband instead of the wife because
it denotes that the woman is the spouse of the husband
e. When the recipients name is not known you may use the form Dear Sir or Dear Madam.
f. When writing to a company in general, rather than to particular officials (ex. The Elephant
Furniture Co. Ltd.), the greeting used should be Dear Sirs - it can also be used when
addressing more than one official.
b.

5.

The Subject Line (optional) - Its inclusion can help the recipient in dealing successfully with the
aims of your letter. Normally the subject sentence is preceded with the word Subject: or Re:
Subject line may be emphasized by underlining, using bold font, or all capital letters. It is usually
placed one line below the greeting but alternatively can be located directly after the "inside
address," before the "greeting."

6.

The Body Paragraphs - The body is where you explain why youre writing. Its the main part of the
business letter.
a.

Use a new paragraph when you wish to introduce a new idea or element into your letter.
Depending on the letter style you choose, paragraphs may be indented. Regardless of
format, skip a line between paragraphs.

b.

It is no longer considered wrong to write business letters in the first person. Generally,
when you are writing on behalf of your firm you should say we, but if you have had
personal contact with the addressee, e.g. by telephone, you may say I.

c.

The first paragraph (OPENING PARAGRAPH)

i. Give the reason for writing.
ii. If you are replying to a letter, you should acknowledge receipt of it. If you have

not used a heading, your first paragraph should also refer to the subject matter,
e.g. Thank you for your letter of 11 September 2009 about non-receipt of funds
Most business letters, however, should have a heading.

iii. Introduce your subject at the beginning of your letter so that the reader knows at

once what you are writing about and why.

iv. However, in the Philippines what we usually do is introduce the organization

where we came from before we proceed to our intention

d.

The body of the letter

i. This part of the letter should set out the information or question you have in mind.

It must be clear, concise and easy to read. Make any request you may have (i.e.
"I would be grateful if you could include your statement..."
ii. Be sure of your facts and do not contradict yourself. There should not be any

misunderstanding.

iii. Plan carefully. State your business concisely, clearly and simply. Write only

what is absolutely relevant.

e.

The final paragraph

i. The way you finish your letter is important. The final paragraph is where you

should clearly express your expectations or intentions. It is your opportunity to

leave your reader in no doubt as to the purpose of the letter.
ii. If there is to be further contact, refer to this contact (i.e. "I look forward to meeting

you at...")

f.

Conclusion
i. Close the letter with a thank you (i.e. "Thank you for your prompt help...")

7.

The Complimentary Close - This short, polite closing ends always with a comma. It is either at the
left margin or its left edge is in the center, depending on the Business Letter Style that you use. It
begins at the same column the heading does.
a.

The traditional rule of etiquette in Britain is that a formal letter starting "Dear Sir or
Madam" must end "Yours faithfully",

b.

letter starting "Dear " must end "Yours sincerely". (Note: the second word of the
closing is NOT capitalized)

8.

Signature and Writers identification - The signature is the last part of the letter. You should sign
your first and last names. The signature line may include a second line for a title, if appropriate.
The signature should start directly above the first letter of the signature line in the space between
the close and the signature line. Use blue or black ink.

9.

Initials, Enclosures, Copies - Initials are to be included if someone other than the writer types the
letter. If you include other material in the letter, put 'Enclosure', 'Enc.', or ' Encs. ', as appropriate,
two lines below the last entry. cc means a copy or copies are sent to someone else.

d. American vs. Filipino Buss. letter

AMERICAN VERSION

FILIPINO VERSION

COMPANY LETTERHEAD OR INSIDE

ADDRESS

COMPANY LETTERHEAD OR INSIDE

ADDRESS

25 May 2015

25 May 2015

ATTY. GLECY S. MENDOZA

VP for HR Management
Chinese General Hospital & Medical Center
286 Blumentritt St.
Sta. Cruz, Manila

ATTY. GLECY S. MENDOZA

VP for HR Management
Chinese General Hospital & Medical Center
286 Blumentritt St.
Sta. Cruz, Manila

RE :

RE :

INQUIRY ON MEDICAL SERVICES

INQUIRY ON MEDICAL SERVICES

Dear Atty. Mendoza,

Dear Atty. Mendoza,

We are currently seeking for a hospital partner for

this years annual physical examination scheduled
for July.

Greetings from the Amalgamated Steel Services

Inc. (AMSSI), makers and fabricators of fine
quality stainless steel sheets and round bars, your
one stop store for all things stainless.

Please provide the undersigned with full

information about the medical services and
facilities which your hospital offers and the
charges for them. We expect upwards of 100
employees.
Your early response will be appreciated.
Yours sincerely,
ANITA JONES
General Manager
Amalgamated Steel Services Inc.

On July 25, 2015 we will be holding our annual

physical examination for our regular employees.
As of now, we are currently seeking a medical
partner to cater to our needs.
In this light, AMSSI would like to request full
information about the medical services and
facilities which your hospital offers and the
charges for them. We are expecting around 100
employees.
Thank you and we look forward to your early
response.
Yours sincerely,
ANITA JONES
General Manager

EXERCISE:
1. What are the differences between the American and Filipino version?
2. Which of the two examples is better and why?

e. Guidelines in writing other forms of buss. letters

i. Responding to an enquiry/request for information
It is very important to make a good impression when responding to enquiries from potential customers. Of
course, the best impression will be made by providing the materials or information that the perspective client
has asked for. This positive impression will be improved by a well written response.
Remember to place your or your company's address at the top of the letter (or use your company's
letterhead) followed by the address of the company you are writing to. You can also include a reference
number for correspondence.
Important Language to Remember

The Start:
Dear Mr, Ms. Use Ms for women unless asked or indicated to use Mrs or Miss)

Thanking the Potential Customer for His/Her Interest:

Thank you for your letter of ... enquiring (asking for information) about
We would like to thank you for your letter of ... enquiring (asking for information) about ...

...

Providing Requested Materials:

We are pleased to enclose ...
Enclosed you will find ...
We enclose ...

Providing Additional Information:

We would also like to inform you ...
Regarding your question about ...
In answer to your question (enquiry) about ...

Closing a Letter Hoping for Future Business:

We look forward to ... hearing from you / receiving your order / welcoming you as our client (guest).

Signature:
Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you
are writing and 'Yours sincerely' when you do.

ii. Answering complaints and enquiries

Welcome the letter of complaint. It gives you one of your best opportunities to improve your organisations
goodwill. To take advantage of the opportunity, your attitude must be positive and helpful not miserable or
grudging.
Every complaint is important to the person who makes it, so dont be offhand. Answer promptly and show
that you are trying to be fair. Dont argue or criticise; dont antagonise with such phrases as you claim or
you state.
iii. Structure for answering complaint letters
Case A: Company is wrong
1.
2.
3.
4.

Thank you for your letter

Say I am sorry, etc.
Explain what happened
Say what you will do about it (now and in the future)

Case B: Company is right, but will do something

5.
6.
7.
8.

Thank you for your letter

Sympathise I am concerned
Say what you are prepared to do for them
How to prevent the same occurrence in the future

Case C: Company is right, and cannot do anything

1.
2.
3.
4.
5.
6.

Thank you for your letter

Sympathise with their problem
I can understand your point
But this is our point
Because of our point I am sorry that we cannot help
Advice for the future

Remember: Our sympathy and concern will show that we care about our reader.

EXERCISE: SELF ASSESSMENT

1. Read the badly written business letter which follows; it contains nine faults and errors.
2. Attempt to rewrite the letter.

Lees Furniture Mart

452 Soler St., Manila

Tel: 542-6866; Fax: 452-7888
The Manager,
Seaview Guest House,
Sampaloc
Dear Sirs,
The furniture you ordered has arrived at hour showrooms. Please
telephone the undersigned personally to say weather you will
collect it or we shoud deliver it to you; we shall be unhappy with
either. Remember we want money when you get the furniture so
have it ready. Your reply will be appreciated. Yours sincerely,
Manger

TEN FAULTS & ERRORS

1. No date
2. Dear Sir (Singular) because addressed only to one person
3. Our instead of Hour
4. whether instead of weather
5. should instead of shoud
6. Addressee is asked to telephone the writer personally but the writers names is not stated
7. happy instead of unhappy
8. 3rd sentence is rude and will cause offence
9. manager instead of manger
10. Be specific as much as possible with the inside address

Lees Furniture Mart

452 Soler St., Manila

Tel: 542-6866; Fax: 452-7888
The Manager,
Seaview Guest House,
252 Trabajo St.
Sampaloc, Manila
Dear Sir,
The furniture you ordered has arrived at our showrooms. Please
telephone the undersigned personally to say whether you will
collect it or whether we should deliver it to you; we shall be happy
with either. Please take note that our terms are payment on
collection/delivery.
Your early reply will be much appreciated.
Yours sincerely,
CECILIA AHERN
General Manager

3. Inter-office memos
a. Checklist
1. Define your topic and state it accurately
2. Consider your reader when you determine the tone of the memo. In most cases, use a friendly
informal style.
3. Put the main point of your memo in the first sentence.
4. Use the body of the memo to provide necessary details and background information. All sentences
should be directly related to the topic stated in the subject line.
5. Memos should be specific, to the point, and contain simple, direct language. They must evoke
response and action.
6. Keep copies of the memos you write. They are often useful for future reference.
7. Do not use a salutation nor a complementary close. However, if you wish to, it is permissible to
use the name of the person you are writing to in the beginning of the body.
8. Keep your paragraphs short and crisp. If necessary number them.
9. Only write a memo when a telephone call is not sufficient, or when a written record is needed, or
when you have to reach many people.
10. Be sure your terminology, sentence length and structure, and paragraph length and structure all
make for quick, clear, easy reading. Itemisation and tabulations may help.

SAMPLE INTER-OFFICE MEMO

EXERCISE: (10-15 minutes)

Write a memo informing all departments of the Hospital about an incoming event to be held on _____ at
______. Supply the necessary details and information.

4. E-mail
Email is the communication tool of choice for most of us. Email's great because you don't have to be
available at the same time as your conversation partner to communicate. It allows us to keep projects
moving when our co-workers are unavailable or on the other side of the world.
There's one problem: most of us are drowning in emails. The average person using email for business
receives and sends over 100 emails a day, according to a report published by the Radicati Group.
On top of that, emails are all too easily misunderstood. A recent study by Sendmail found that 64% of
people have sent or received an email that caused unintended anger or confusion.
Because of the volume of emails we send and receive, and because emails are often misinterpreted, it's
important to write emails clearly and concisely.
Writing emails that are short and to-the-point will reduce the time you spend on email and make you more
productive. By keeping your emails short, you'll likely spend less time on email and more time on other work.
a. E-mail etiquette
In e-mail usual standard social rules still do and should apply. By adhering to them, you not only enhance
your e-mail communications you could keep yourself and your company out of legal and regulatory
trouble.
1. Be careful using e-mail at work. Companies are increasingly establishing guidelines regarding
the use of e-mail. This is to protect themselves legally and to ensure resources are not abused.
Employees need to be familiar with these policies. There are servers that backup e-mail
conversations so use your personal account for personal e-mails.
2. Short e-mails communicate better. In the age of the Internet, attention span is limited. A short email message that goes straight to the point is more likely to be read than a long message. If a
longer message is necessary, then attach a file.
3. Use a clear and descriptive subject line. Most e-mail users see only the address of the sender
and the subject line of incoming e-mail. The subject line could be the difference between an e-mail
being read and ignored. A good subject line is typically less than 10 words, clearly describes the
content and avoids words all in upper case and exclamation marks.
4. Spelling and grammar still applies. Write to your audience. Poor writing can leave a negative
impression of the writer and the writer's organisation.
5. Limit the number of recipients. Make sure only appropriate people receive a copy. You will not
only be doing recipients a favour, youll be increasing the likelihood of your e-mail being read.
6. Use a signature. It is standard polite practice to identify yourself. E-mail programs have an option
to automatically append information to identify the sender. This file can also include your name,
organisation, job title and any other relevant information. Include a telephone number to the
signature of the email. This will give the recipient the chance to telephone if necessary.
7. Respect the privacy of e-mail addresses. When sending e-mails to multiple recipients, do not put
in an e-mail address in the To or Cc field if one or more recipients have no need to know that
address. If sending an e-mail to multiple recipients and you don't want the recipients to see any
other address, then put the list of addresses in the Bcc field.

c. How to Write Clear and Professional Emails

That said, writing clearly is a skill. Like all skills, you'll have to work at it. To begin with, it may take you just
as long to write short emails as it took you to write long emails. However, even if this is the case, you'll help
your co-workers, clients, or employees be more productive because you'll be adding less clutter to their
inboxes, making it easier for them to respond to you.
By writing clearly, you'll become known as someone who knows what he or she wants and who gets things
done. Both of these are good for your career prospects.
So what does it take to write clear, concise, and professional emails?
1. Know Your Purpose
Clear emails always have a clear purpose.
Whenever you sit down to write an email, take a few seconds to ask yourself: "Why am I sending
this? What do I need from the recipient?"
If you can't answer these questions, then you shouldn't be sending an email. Writing emails without
knowing what you need wastes your time and the recipient's time and means you'll struggle to
express yourself clearly and concisely.
This is also a good time to ask yourself: "Is this email really necessary?" Again, only sending
emails that are absolutely necessary shows respect for the person you're emailing.

2. Use the "One Thing" Rule

Emails are not the same as business meetings. With business meetings, the more agenda items
you work through, the more productive the meeting.
With emails, the opposite is true. The less you include in your emails, the better.
That's why it's a good idea to practice the "one thing" rule. Make each email you send about one
thing only. If you need to communicate about another project, write another email.

3. Practice Empathy
Empathy is the ability to see the world through the eyes of other people. When you do this, you
understand their thoughts and feelings.
When you write emails, think about your words from the reader's point of view. With everything you
write, ask yourself:
How would I interpret this sentence, as someone reading it?
How would this make me feel if I received it?

This is a simple tweak to the way you write. Yet thinking of other people will transform the way they
respond to you.
Here's an empathetic way of looking at the world to help you get started. Most people:
Are busy. They don't have time to guess what you want, and they'd like to be able to read

and respond to your email quickly.

Appreciate a compliment. If you can say something positive about them or their work, do

so. Your words won't be wasted.

Like to be thanked. If the recipient has helped you in any way, remember to say thank

you. You should do this even when it's their job to help you.

4. Keep Introductions Brief

When you're emailing someone for the first time, you need to let the recipient know who you are.
You can usually do this in one sentence. For example: "It was great to meet you at [X event]."
One way of keeping introductions brief is to write them like you're meeting face-to-face. You
wouldn't go off into a five-minute monologue when meeting someone in person. So don't do it in
email.
Not sure whether an introduction is needed? Maybe you've contacted the recipient before, but
you're not sure if she'll remember you. You can leave your credentials in your email signature. This
is ideal because:
It keeps the main email body as short as possible.
It avoids misunderstandings. Re-introducing yourself to someone who already knows you

comes across as rude. If she's not sure whether she knows you, then you can just let her
check out your signature.
Talking of signatures, make sure you've set one up. It's a shorthand way of sharing information that
you should include in every email. But putting this information in your signature, you keep the body
of your emails short.
Your signature should include:
Your name.
Your job title.
A link to your website.
Optional: Company Logo and partners

Optionally, you can include links to your social media accounts, and a one-sentence elevator pitch
on how you help people.

5. Limit Yourself to Five Sentences

In every email you write, you should use enough sentences to say what you need and no more. A
helpful practice here is limiting yourself to five sentences.
Entrepreneur Guy Kawasaki explains:
Less than five sentences is often abrupt and rude, more than five sentences wastes time.
There will be times when it's impossible to keep an email to five sentences. But in most cases, five
sentences are sufficient.
Embrace the five sentences discipline, and you'll find yourself writing emails more quickly. You'll
also get more replies.
Not sure writing an email in five sentences is possible? Then read on...

6. Stick to a Standard Structure

What's the key to keeping your emails short? Using a standard structure. This is a template that
you follow for every email you write.
As well as keeping your emails short, following a standard structure also helps you to write fast.
Over time, you'll develop a structure that works for you. Here's a simple structure to get you
started:

 greeting
a compliment or pleasantry
the reason for your email
a call to action
a closing message
signature

Let's look at each of these in depth.

Greeting. This is the first line of the email. "Hi, [First Name]" is a typical greeting.
Compliment or Pleasantry. When you're emailing someone for the first time, then a compliment makes an
excellent opener. A well-written compliment can also serve as an introduction. For example:

"I enjoyed your presentation about [topic] on [date]."

"I found your blog post on [topic] really helpful."

"It was good to meet you at [event]."

If you're writing to someone you know, then use a pleasantry instead. A pleasantry is typically a variation on
"I hope you're well." Alternatively, you can say thank you for something they've helped you with or for
information they sent in a previous email.
As Vinay Patankar of the Abstract Living blog explains:
You should ALWAYS follow with a pleasantry after your greeting. EVERYTIME without fail. Ingrain this into
your fingers so that you naturally spit it out with each email you write. There is no reason ever why your
email shouldnt have a pleasantry... You will never have anything to lose by adding in a pleasantry, you will
make people more inclined to read the rest of your email, you will soften criticism, and will hit the positive
emotions of a few. Most will simply ignore it, but for two seconds of your time, it's definitely worth it.
The reason for your email. In this section you say, "I'm emailing to ask about..." or "I wondered if you could
help with..." You'll sometimes need two sentences to explain your reasons for writing.
A call to action. After you've explained your reason for emailing, don't assume the recipient will know what to
do. Provide specific instructions. For example:

"Could you send me those files by Thursday?"

"Could you write that up in the next two weeks?"

"Please write to James about this, and let me know when you've done so."

Structuring your request as a question encourages the recipient to reply. Alternatively, you can use the line
"let me know when you've done that" or "let me know if that's okay with you."
Closing. Before you sign off your email, be sure to include a closing line. This has the dual purpose of reiterating your call to action, and of making the recipient feel good.
Examples of good closing lines include:

"Thank you for all your help with this."

"Does that sound good?"

"I'm looking forward to hearing what you think."

"Let me know if you have any questions."

Sign-off. This could be "Best Wishes," "Kind Regards," "All the Best," or "Thanks." You should always follow
your sign-off with your name.

7. Use Short Words, Sentences, and Paragraphs

Never use a long word where a short one will do.
This advice is even more relevant today, especially when writing emails.
Short words show respect for your reader. By using short words, you've done the hard work of
making your message easy to understand.
8. Use the Active Voice
George Orwell again: Eric Arthur Blair (25 June 1903 21 January 1950), who used the pen
name George Orwell, was an English novelist, essayist, journalist and critic. His work is marked by
lucid prose, awareness of social injustice, opposition to totalitarianism, and commitment to
democratic socialism.
Never use the passive where you can use the active.
In writing, there are two kinds of voices, active and passive.
Here's a sentence in the active voice:
I throw the ball.
And here's the same sentence in the passive voice:
The ball is thrown [by me].
The active voice is easier to read. It also encourages action and responsibility. That's because in
the active voice, sentences focus on the person taking action. In the passive voice, sentences
focus on the object that's being acted upon. In the passive voice, it can appear that things happen
by themselves. In the active voice, things only happen when people take action.
9. Proofread Your Email
The French philosopher Blaise Pascal once said: If I had more time, I would have written you a
shorter letter. In other words, writing short emails can be harder work than writing long emails.
Part of the hard work of writing short emails is careful proofreading. Read your email aloud to
yourself, checking for spelling and grammar mistakes. Ask yourself:
Is my request clear?
Could there be any misunderstandings?
How would this sound if I were the recipient?

Delete any unnecessary words, sentences, and paragraphs as you proofread.

10. Remember, You're Not Fifteen Anymore
If you want to show your personality in your email, let this shine subtly through your writing style.
Don't use emoticons, chat abbreviations (such as LOL), or colorful fonts and backgrounds. While
these might have been integral to your emails during your teenage years, they are rarely
appropriate in a professional context.
11. Write Like You Speak
Email is a less formal way of communicating than writing a letter or even making a phone call.
Writing as you speak makes you come across as personable and friendly. It also helps you to keep
your emails short. After all, few of us speak in extended paragraphs.
Additionally, make sure your emails reflect who you are in the real world. If you wouldn't say
something to a person's face, don't say it in an email. And remember to mind your manners.
"Please" and "Thank you" go a long way.

ACTIVITY
Please assess and rewrite the following e-mails. Consider the content, structure, layout/format, tone etc.
Decide what type of impression each would make on the person receiving it.
Example 1
HI JOHN
I AM A XYZ CAR DEALERSHIP IN ILLOV.IHAVE SPOKEN TO JANE IN CONNECTION WITH
YOU WANTING TO ACQUIRE A DEMO MODEL.IF YOU COULD KINDLY FURNISH ME WITH DETAILS
AS TO WHICH CAR YOU ARE LOOKING FOR i.e. 1600 OR 1300 AND ALSO +- YEAR OR A BIDGET AS
TO WHAT YOU WOULD LLIKE TO SPEND
I CAN TRY TO SOURCE A DEMO FOR YOU IF
I DONT HAVE ONE IMMEDIATELY AVAILABLE.
REGARDS
GEORGE
xyzdealer@car.co.za
tel:(011) XXX-XXXX
fax:(011) XXX-XXXX
cel: 08X-XXX XXXX
Your evaluation:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Hi John!
I am working for XYZ Co., a car dealership in Illinois. I have spoken to your secretary, Jane, regarding your
needs to acquire a demo model.
If you could kindly furnish me with the car details below:
Horsepower
Year Model
Budget

:
:
:

16000 or 1300cc
2005 up
at most P2 Million

Once I get hold of this information, I can immediately send you a demo model. However, if I dont have one
readily available, I can source other branches to meet your needs.
If you have other questions, please do not hesitate to contact me.
Thank you very much.
Warm regards,
GEORGE STA LONNE
Area Sales Coordinator
XYZ Co. Car Dealership
tel:(011) XXX-XXXX
fax:(011) XXX-XXXX
cel: 08X-XXX XXXX
e-mail: xyzdealer@car.co.za

RE-ARRANGE INTO A COHESIVE E-MAIL

Read the email and decide which parts are

the intro

the details

the action

the close

Thank you very much for showing me round your production facilities.
Best wishes.
If you need any further help, feel free to contact me.
I'm pleased to tell you that your company is one of two short-listed for the production of our new
website video.
Marketing Manager
I was most impressed.
Dear Simon,
I need to have a draft outline of your thoughts for this video by the end of the month. Please send this
to me by email as an attachment.
This is an important part of our marketing strategy and we are sure you will treat this with the
importance it deserves.
Sandy Benny
Thank you.

RE-WRITTEN E-MAIL
Dear Simon,
Thank you very much for showing me round your production facilities. I was most impressed.
I'm pleased to tell you that your company is one of two short-listed for the production of our new website
video. This is an important part of our marketing strategy and we are sure you will treat this with the
importance it deserves.
I need to have a draft outline of your thoughts for this video by the end of the month. Please send this to me
by email as an attachment.
If you need any further help, feel free to contact me.
Thank you.

Best wishes.
Sandy Benny
Marketing Manager

Example 2
Hi!
To celebrate my new 17MB Internet line (not yet available in SA I am afraid) I'd love to try something new.
On Thursday evening, at 7pm, I will present a free 60 minute seminar on starting your own business. The
concepts will apply to both online and offline businesses, and the goal is simple: To remove ALL the risk
from your startup.
You will need a PC and a little Internet. The faster the better, but we tested the system yesterday, and a
volunteer ran into the Kalahari with a GPRS connection, and she could hear and see just fine. Strangely,
she kept coughing as she spoke, but she could text us to ask questions. (At least it sounded like coughing,
but then the Kalahari can do weird things to a person.)
So, if you know anyone who is considering starting down this very lonely entrepreneurial road,
won't you please invite them to register here: https://www1.gotomeeting.com/register/465161553
And then lets have a fun interactive session at 7pm South African time in your lounge/study/office/bedroom.
It's not a sales exercise. But I'd like to test how many folk we can talk to at the same time. (Our research
shows that about 20 times more folk are searching for help opening businesses than are looking for help
closing them.) We're limited to 500 seats. So don't delay.
No animals were harmed in the creation of this uber-green event. No flights were taken, and no cars were
used. This live, online seminar has a zero carbon footprint.
Peter Carruthers talks about how to take all the risk out of starting your own business, whether offline or
online. It's interactive. It's online. And it should be fun. Ah yes, and did I mention it is free?
Register before 5pm today, and you WILL get the relevant password. After that, who knows.
Title:
Date:
Time:

How To Start a Business From Scratch

Thursday, August 6, 2009
7:00 PM - 8:00 PM CAT

All the best

Peter Carruthers

5. Powerpoint Presentation
Good presentation can make a report clearer. Consider the following points when writing your report:
Overall impact - make use of templates in the organisation and templates available in word processing
software. Your final product should be presented in a folder or plastic wallet - whatever you think is
suitable.
Headings - should be clearly ranked. Restrict yourself to three styles of headings: one for main sections,
one for sub-sections, and one for further sub-sections.
Numbering - numbering your sections makes the report easier to follow. A common system is to number
a main section, then for sub-sections to place a dot after the main section number and begin to number
again. You can continue to a further level. This makes it easier to refer the reader to a specific part of the
report; e.g. paragraph 3.2.2, rather than to say "about half way down page 5".
Layout

Use spacious layout that clearly displays the main points

There should be 8-10 lines per slide
Plenty of white space

Makes report inviting and user friendly

It lets headlines and graphics stand out
Draws attention to key paragraphs
Enhances readability
Saves time in reading and comprehending
The right fonts

Stick to one or two fonts in a single report

Abstain from using fancy fonts which are difficult to read
Limit headings to three types/sizes
Beware of too many combinations of bold, italics, underline, bullets, wingdings etc
Special Effects

Avoid using dramatic effects, use only Appear so as not to distract the audience
Avoid using sound effects
When presenting a table, graph or figure no effects is necessary
Other factors enhancing layout

Headers and footers

Tables
Graphics