Writing Business Messages_Tutor Version

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Writing Business Messages :

1 Writing Business Messages 1

LEARNING OBJECTIVES:

2 LEARNING OBJECTIVES Identify the format & style of a business letter Adopt the appropriate tone Craft messages to suit the purpose 2

Types of business messages:

3 Types of business messages 3

Business Letter Format :

Business Letter Format Search the web…… What is the Business Letter format? 4

Structure: Letter Parts:

5 Structure: Letter Parts 5

Letter Format:

Letter Format Sender’s Name } Letterhead Address } Date (month is spelt in full e.g. January 12 2012) Receiver’s Name Designation (if available) Address Salutation (Dear …..) Subject Line 6

Letter Format: Salutation and Complimentary Close:

Letter Format: Salutation and Complimentary Close Dear Mr Yap Renovation Of Office Space Yours sincerely Chee Cheong Fun Mr Chee Cheong Fun Vice President Dear Sir Renovation of Office Space Yours faithfully Chee Cheong Fun Mr Chee Cheong Fun Vice President 7

Complimentary Closings:

Complimentary Closings 8 What to use When Yours faithfully Yours truly Yours sincerely Best wishes / regards To unknown person on business To someone you know quite well. Can be informal. Business-like and friendly

What are the common styles used in today’s business letters? Search the Web….:

What are the common styles used in today’s business letters? Search the Web…. Business Letter Styles 9

Letter Style:

10 Letter Style 10

Before the message, consider::

11 Before the message, consider: 11

Organizing: Direct or Indirect Approach:

Organizing: Direct or Indirect Approach Direct Approach The Main Idea is presented first (subject line and first paragraph) Use this approach when the reader is receptive to the idea 12

PowerPoint Presentation:

Indirect Approach Present the facts, evidence or the reasons for a recommendation first then present the main idea Use this approach when the reader is not receptive to the idea and may even reject the recommendation 13 Organizing: Direct or Indirect Approach

Remember this format when writing the body of your letter:

Remember this format when writing the body of your letter Opening – States main idea directly Body – Provides necessary details Close – Uses a cordial tone that emphasizes good news or states a desired action 14

Structure of Message: Direct Request:

15 Structure of Message: Direct Request 15

Structure of Message: Claims Letter:

16 Structure of Message: Claims Letter 16

Structure of Message: Good News or Positive Message:

17 Structure of Message: Good News or Positive Message 17

Structure of Message: Bad News or Negative Message:

18 Structure of Message: Bad News or Negative Message 18

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19 Structure of Message: Bad News or Negative Message Retrieved on 18 October 2010 from http://hubpages.com/hub/How-to-Write-a-Bad-News-Business-Letter

Structure of Message: Persuasive:

20 Structure of Message: Persuasive 20

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What are the similarities and differences between business letters and emails? Discuss. 21 Group Exercise

Writing Business Emails:

Writing Business Emails 22 Business Letters Business Emails Takes a longer time to prepare, send and to be received Hard copy Tone is more formal Formatting is key Longer in length Sending and receiving is almost instantaneous Soft copy Tone is more personal Clarity and focus is key (Try to only say one point per email.) Shorter Differences

Writing Business Emails:

Writing Business Emails 23 Similarities Use paragraphs Grammar, spelling and punctuation rules should be maintained. Format of different messages (direct / bad news / good news / persuasive) are the same

E–mail Format:

E–mail Format To: e–mail address cc: e–mail address bcc: Subject: Best Regards 24

Effective Subject Lines:

Effective Subject Lines 25 Keep it detailed yet concise Make it attention grabbing Do not CAPITALISE EVERYTHING Which Subject Line is the most effective? “PROPOSAL” “Event Proposal” “Proposal for Dinner & Dance on 12 May”

PowerPoint Presentation:

E-mail Messages Think of some e-mail messages you have recently received. Discuss these questions: Did they follow correct grammar, punctuation, and spelling rules? If incorrect punctuation and misspellings were used, did you give these messages as much attention as you did the messages with correct English ? If you have a “loose” style for e-mail, should you adjust it for your business e-mails? October 2011 Semester 26 Sample Email Messages

Writing Principles: A Summary:

Writing Principles: A Summary Adopt a “you–attitude” – always think for the reader and write from the reader’s point of view Sound polite and positive Be tactful and diplomatic yet firm and confident Differentiate main points using paragraphs, then connect paragraphs using linking words Vary sentence length and use different words to add diversity and colour to a message October 2011 Semester 27

Salutations:

Salutations When would you use each salutation? “Hey bro,” “Hi / Dear Rose,” “Dear Ms. Lim” 28

Tips on writing effective business emails:

Tips on writing effective business emails Do not use smileys, colourful fonts, different size fonts, etc Check your grammar and spelling Do not use all caps Observe correct capitalization K.I.S.S April 2010 Semester 29 Never write an email this way! - http://bit.ly/bad_email

Thinking Like a Wordsmith:

Thinking Like a Wordsmith Choose strong words ie words that depict power and action. They describe the dynamism of what is being described Choose familiar words familiar words makes it easier for the reader to understand Avoid clichés cliches are commonly or overused expressions Use jargon carefully Jargon is the language of particular trades, profession or group; it is unintelligible or meaningless talk http://blog.emurse.com/2007/02/08/complete-list-of-english-power-words/ http://rfptemplates.technologyevaluation.com/list-of-action-verbs.html http://www.bored.com/findcliches/ http://www.enotes.com/topic/Business_speak 30

5 phrases you should never use in any letter!:

5 phrases you should never use in any letter! "Please be advised ...“ "Enclosed please find.” Hereto/ herewith/ hereby/thereof/wherein/ hereinafter 4. “Thanking you in advance…” 5. “Please revert soonest possible.” 31

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For many more clichés to AVOID: http://www.elistonwordpro.ca/id21.html http://www.lupinworks.com/roche/pages/busLetter/overusedPhrases.php http://news.google.com/newspapers?nid=1144&dat=19560125&id=jEEqAAAAIBAJ&sjid=5k0EAAAAIBAJ&pg=7560,2549213 32

- Use appropriate words to convey tone - Bear in mind the message to be conveyed - Principle of Courtesy :

- Use appropriate words to convey tone - Bear in mind the message to be conveyed - Principle of Courtesy Remember the TONE 33

Benefits of Well–Organized Messages:

Benefits of Well–Organized Messages A well–organized message helps the reader to understand the points and issues raised in the message When the reader understands the message, he / she tends to view the message favourably and hence, agrees with the points raised Misinterpreted messages waste the reader’s and the writer’s time, leads to poor decisions made and may even cause damaged relationships 34

Make sure your arguments make sense:

Make sure your arguments make sense 35

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Position Informal Logic comprises of … Proposition Reason Evidence

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Informal Logic comprises of … Your position : “I think / One of the reasons could be. . .” Your supporting proposition : “As . . .” Your supporting reason s: “Because . . .” Supporting evidence / facts : “Supported by . . .”

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Informal Logic comprises of … For example, Your position : “Madonna is a good singer.” Your supporting proposition : “As she has churned out many hits.”

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Informal Logic comprises of … For example, Your supporting reason s: “Because she works hard to reinvent herself.” Supporting evidence / facts : “Supported by the fact that she is the world's top-selling female recording artist of all time.”

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What are “Fallacies”?

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Types of fallacies Hasty Generalization Missing the point False dichotomy

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Examples of a fallacy Hasty Generalization “That fishmonger speaks so well and looks quite handsome. He should be an university graduate but why is he working in such a dirty and low-paying job? University of North Carolina. (2012). Fallacies . Retrieved from http://writingcenter.unc.edu/resources/handouts-demos/writing-the-paper/fallacies

PowerPoint Presentation:

Missing the point “The ability of your staff to interact with your customers is crucial for the return of your customers. The foreign staff serving our table could not speak a word of English and had terrible customer service. You should retrench all your foreign staff and only hire Singaporeans.” Examples of a fallacy University of North Carolina. (2012). Fallacies . Retrieved from http://writingcenter.unc.edu/resources/handouts-demos/writing-the-paper/fallacies

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False dichotomy “Business Communication 2 is such a hard subject to score. You either do very well or do very badly. Since we’re not good in English, we can forget about doing well.” Examples of a fallacy University of North Carolina. (2012). Fallacies . Retrieved from http://writingcenter.unc.edu/resources/handouts-demos/writing-the-paper/fallacies

Business Message: Future applications:

45 Business Message: Future applications BComm3: Employment Interview 30% Applications for jobs, university admission/scholarships 45

Practise, Practise, Practise:

46 Practise, Practise, Practise In your groups, discuss each of the 5 exercises. At the end of each 20-minute exercise, set out the framework (bullet-points) for each message. In pairs or individually, use the above bullet-points to write out a business message in full. Review your attempt with your tutor. 46

1. Write an email invitation each of your Subject Matter Experts to persuade them to meet you for a face-to-face interview 2. Download the Workout Exercises from MeL and submit the Workout Exercises to your tutor before class The tutor will give feedback on your written work in the consultation sessions :

1. Write an email invitation each of your Subject Matter Experts to persuade them to meet you for a face-to-face interview 2. Download the Workout Exercises from MeL and submit the Workout Exercises to your tutor before class The tutor will give feedback on your written work in the consultation sessions Week 3 Session 2 & Week 5 Session 1 47 Homework!

Writing Business Message Assessment :

Writing Business Message Assessment Week 5 Session 2 : Business Message (20%) In-class written assessment One hour to write a business message based on a given scenario Individual work, attendance is important 48

Coming up…:

Coming up… 1 st Project Meeting (Week 3, Session 1) - Confirm Topic and scope - Confirm Reader’s name - Confirm Research Strategy 49