Business Communication
LettersandEmail
Gurudutt R. Kamath
1
Wewill talkabout…
Effective Writing
PAIBOC
Letters
Covering Letters and Resumes
Agendas, Meeting Minutes
Email
FAQ and CE
Business Communication
Gurudutt Kamath
2
CorrespondenceCostsMoney1
Dartnell Institute, 10-minute message
$13.60
$20.52
Plan, compose, revise 1-page letter
54 minutes
Average Proposal (engg firm)
$500,000
$1,000,000
Rwitgin wastesGurudutt
timeKamath
and damages relationships.3
Business Communication
MakingMessagesEffective
Clear
Complete
Correct
Save reader’s time
Build good will
Business Communication
Gurudutt Kamath
4
Complaint Letters
Nursery – Plants worth $572
Dry and wilted. One came out by the roots when I
took it out of the box.
Please send me a replacement shipment immediately
Business Communication
Gurudutt Kamath
5
Response1
After ruling out problems in transit, I discovered that your order was packed by a new worker who didn’t understand the need to water plants thoroughly before they are shipped. We have fired the worker, so you can be assured that this will not happen again.
Although it will cost our company several hundred dollars, we will send you a replacement shipment.
Let me know if the new shipment arrives safely. We trust that you will not complain again.
Business Communication
Gurudutt Kamath
6
Response2
S o rry w e scre w e d u p th a t o rd e r. S e n d in g p la n ts
a cro ss co u n try is a risky b u sin e ss. S o m e o f th e m ju st
ca n ’t ta ke th e stra in . (S o m e d a y s I ca n ’t ta ke th e
stra in m yse lf!) W e ’ll cre d it yo u r a cco u n t fo r $ 5 7 2 .
Business Communication
Gurudutt Kamath
7
Response3
… it isn ’t o u r fa u lt. T h e b o x cle a rly sa ys “O p e n a n d
w a te r im m e d ia te ly.” … If yo u p u ll b y th e le a ve s, yo u
w ill p u ll th e ro o ts o u t. A lw a ys lift b y th e s te m . S in ce
yo u d o n ’t kn o w h o w to h a n d le p la n ts, I’m se n d in g
yo u a co p y o f o u r b ro ch u re , “H o w to C a re fo r Y o u r
P la n ts.” P le a se re a d it ca re fu lly… … to a vo id
d isa p p o in tm e n ts in th e fu tu re .
W e lo o k fo rw a rd to yo u r fu tu re o rd e rs.
Business Communication
Gurudutt Kamath
8
Response4
Y o u r le tte r o f th e 5 th h a s co m e to th e a tte n tio n o f th e
u n d e rsig n e d .
A cco rd in g to yo u r le tte r, yo u r in vo ice # 4 7 4 2 0 a rrive d
in u n sa tisfa cto ry co n d itio n . P le a se b e a d vise d th a t it
is o u r p o licy to m a ke a d ju stm e n ts a s p e r th e T e rm s
a n d C o n d itio n s…
“… m a ke a n e xce p tio n o n yo u r o rd e r re ce ip t… fu rn ish
u s d e ta ile d w ritte n in fo rm a tio n a s to a n y d a m a g e .”
… yo u m u st co m p ly Gurudutt
w ith Kamath
o u r te rm s a n d se e th a t th e
Business Communication
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Response5
You’ll get a replacement shipment of the perennials you ordered
next week.
Your plants are watered carefully before shipment and packed in
specially designed cardboard containers. But if the weather is
unusually warm, or if the truck is delayed, small roots may dry out.
Perhaps, this happened with your plants.
The violas, digitalis, aquilegias and hostas you ordered are longblooming perennials that will get even prettier each year. Enjoy
your garden.
Business Communication
Gurudutt Kamath
10
PAIBOC
Purpose
Audiences
Information
Benefits
Objections
Context
Business Communication
Gurudutt Kamath
11
Audiences
Writer
Initial audience
Gatekeeper
Primary audience
Secondary audience
Watchdog audience
Business Communication
Gurudutt Kamath
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CommunicateacrossCultures
Gender
Race and ethnicity
Regional and national origin
Social class
Religion
Age
Sexual orientation
Physical ability
Business Communication
Gurudutt Kamath
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Bias-freeCommunication
Managers and their wives will…
Managers and their spouses will…
Manpower – Personnel
Manhours – Hours or working hours
Manning – Staffing
Workman – Worker, employee, writer
Chairman – Chair, chairperson
Business Communication
Gurudutt Kamath
14
Gender Bias
Plural nouns and pronouns
Supervisors must…their departments.
Use you.
You must work for your deparment.
Substitute with article or revise sentence
Supervisor...time sheet for the department.
The nurse will fill out the accident report.
Business Communication
Gurudutt Kamath
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BiasinPictures
Business Communication
Gurudutt Kamath
16
Letter Contents
Reference, Date, Address, Salutation, Subject (B/A),
Body, Complimentary Close, Enclosures
Dear Glenn: or Dear Mr Helms:
Sincerely, and Cordially,
Open (D e a r G le n n ) and Closed (D e a r G le n n :)
Second Page – Reader’s Name, Date, Page Number
Business Communication
Gurudutt Kamath
17
Formatsfor LettersandMemos
Open and closed punctuation
Avoid full stops at end of addresses
Avoid in abbreviations (am/pm)
Block and Modified Block
Date
Signature
Subject Line – Optional and Rare
Business Communication
Gurudutt Kamath
18
Tips
Use Templates
One line letters are accepted
Business Communication
Gurudutt Kamath
19
CoveringLetters
Brief
3 paragraphs, bullets
Tip:
Focus on
Do not plead.
Major requirements
Differentiators
Research
Web, friends, colleagues
Business Communication
Gurudutt Kamath
20
Resuméor CurriculumVitae
Name, Field, Address, Contact Details
Objective, Education, Experience, Languages,
Personal, References
Reverse chronological order
Personal details – Age, marital status, children (US
laws on discrimination)
Business Communication
Gurudutt Kamath
21
ResuméTips
Two pages maximum.
Less important details on 2nd page.
Highlight strengths, not weaknesses.
Job hoppers -- period
Create for each company.
Use templates – but enhance them.
Business Communication
Gurudutt Kamath
22
MeetingAgenda
Time and place
Whether each item is presented for information, for
discussion, or for a decision
Business Communication
Gurudutt Kamath
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Minutesof theMeeting
Decisions Reached
Action Items
Open Issues
Business Communication
Gurudutt Kamath
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Emails
Minutes a day - average worker?
49 minutes
Hours a day - top managers?
4 hours
Formats are still evolving
What % felt misunderstood (2000)?
51% (tone)
Business Communication
Gurudutt Kamath
25
Subject
Be specific, concise, and catchy.
28 characters
Will Attend 3 pm Meeting EOM
Travel Plans for Sales Meeting
Your Funding Request Approved
ASAP, BTW, FYI, IMHO, TMOT
Smileys
Business Communication
Gurudutt Kamath
26
Bodyof theEmail
Brief
Important points at the top
Bullets and numbering
Emphasize (NOT)
HTML (letterhead)
All rules of good writing
Business Communication
Gurudutt Kamath
27
MailingLists
Your boss could be reading!
Posts are archived.
Avoid using company email address.
Avoid conversations (one liners).
Do not rush to lists.
Business Communication
Gurudutt Kamath
28
Netiquette
Never flame.
Use FULL CAPS only to emphasize a word or two.
Send messages on a need basis.
Recipient’s work practice (one long or several short
messages)
Quote briefly (B/A) while replying.
Attachments
Business Communication
Gurudutt Kamath
29
FAQandCE
Questions
Resumes -- how long? 1 or 2 pages. Maximum of
say 5 pages.
To justify or not?
Common Errors
Spelling
Grammar and punctuaion
Clichés – This is with reference to..
Passport details
Business Communication
Gurudutt Kamath
30
References
1.
2.
3.
Business Communication, Kity O Locker and
Stephen Kyo Kaczmarek, 2004
Better Business Writing, The Sunday Times, 2002
Model Business Letters, E-mails & Other Business
Documents (sixth edition), Shirley Taylor
Business Communication
Gurudutt Kamath
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