Efficient and Effective Writing in English

EFFICIENT AND
EFFECTIVE WRITING
IN ENGLISH
Danka Drai
English
language
teacher
Webinar outline
2
Introduction to Effective and Efficient

Writing in English
Effective Writing for the Workplace
How to Write a Formal Letter
How to Write a Business Memo
How to Write a Proposal
How to Take a Meeting Minutes
Presentation outline
3
Definition of Business Writing

Advantages and Disadvantages of
Written Communication
Elements to Consider Before Writing A
Business Document
Grammar and Language in Business
Writing
Different Types of Business
Communication
Common Mistakes in Writing
Self-assessment for
business writing
1.What will be the most interesting for

me at this webinar is....
Self-assessment for
business writing
2. After this webinar I will be satisfied if

I....
Self-assessment for
business writing
3. I hope it will not.....
Lets start: Discussion 1

7
What is business writing in your

opinion?
What is Business
Writing?
Business Writing is a
type ofwritten
communication,
usually with standard
structure and style.
It addresses the
needs of specific
audiences and has
prose and lists for a
particular topic that
concerns business.
Criteria for business writing

9
There are two criteria for correct

business writing:
1) Correct English usage
2) Clear, correct and content message
Discussion 2
10
Which type of business writing do you

know? Give an example.
Some Types of Workplace

Writings
11
Business Letters (most common formal letter to an external

recipient)
E-mail Transmissions (A more informal business message
than a business letter that is sent electronically to one or more
recipients, within or outside the organization).
Sg. Memoranda /Pl. Memorandum (A more informal style of
a business letter that is usually sent to one or more business
colleagues within the same business unit or company)
Reports (financial, audit or statistical report that identifies the
specific problem and presents collected data, research or
recommendations for the change process)
Contracts (binding agreements or proposals between two or
more parties that can become legal documents if they include
an offer that is accepted.)
Manuals (a written set of instructions, procedures or policies)
PowerPoint (a software generated, visual slide show, with
animation options, that hosts a set of notes or bulleted points,
an agenda or other information that supports a discussion).

Written Communication in General
12
Pros
written messages do not have to be delivered at the moment; they

can be edited and revised several times before they are sent
written communication provides a permanent record of the

messages
written forms of communication enable recipients to take more time

in reviewing the message and providing appropriate feedback
written forms of communication are often considered more

appropriate for complex business that include important facts and
figures
good writing skills often lead to increased customer/client

satisfaction
improved inter-organizational efficiency
enhanced image in the community

Written Communication in General
13
Cons
the sender of written communication
does not generally receive immediate
feedback to his or her message;
written messages often take more time
to compose, both because of their
information-packed nature and the
difficulty that many individuals have in
composing such correspondence
Discussion 3
14
In your opinion what are the advantages

and disadvantages of written
communication?
Give the reason and details for your
response.
WRITING FOR A PURPOSE

15
When beginning to write you need to consider:

Who are you writing to?
What is the primary purpose of your
document?
Why should the reader care about your
message?
When and where does the action take place?
What are your expected outcomes?
Conclusion: The 5Wh Plan for Writing
WHO? WHAT? WHERE? WHEN? WHY?
16
Elements to Consider Before

Writing a Business Document
1) The Purpose
Defining your purpose will set things right
at the very beginning
to inform
to persuade
to argue
to invite
to confirm information
to make an inquiry
to ask for approval
to reject or approve
to propose or suggest
17
Elements to Consider Before

Writing a Business Document
2) The Audience
to make an impact on your audience is to
know them
determine its vision
its mission
its accomplishments
and goals
Discussion 4
18
What is important for business writing in

your opinion? Support your response.
Effective Business Writing

19
Be concise and relevant - get straight to the

point and stick to it, do not include any
unnecessary or supplementary information
Check your grammar and spelling very
carefully-Mistakes will create a very bad
impression.
Use the right tone of language avoid
everyday, colloquial language; slang or jargon
avoid contractions (Im; its etc)
avoid emotive, subjective language
You should always be polite and respectful, even
if complaining
E.g.
I would be grateful if you could send me ...
20
Grammar and Language in

Business Writing
Turn nouns into verbs:
Refrain from overusing it is and there are:
Not It is imperative that we examine this but We

examine
Be cautious with pronoun reference. For example,

to which is this referring to in this sentence
Instead of We would like to make a recommendation

that say We recommend that
This is the reason behind the companys restructuring.
If this is placed at the end of the paragraph,

anything in your previous sentences can serve as a
reason.
Be as definite and as clear as possible.
Quiz 1
21
Discussion 5
22
Which types of written communication

do you often use? Give an example.
23
Types of Written
Communication
Written communicationinvolves any type of

message that makes use of the written word.
Email
Internet websites
letters
proposals
telegrams
faxes
postcards
contracts
advertisements
brochures and news releases
General Business Tip . . .

24
Generally, it is an expected
and common business
practice to keep
photocopies or hard
(paper) copies of any
communication you send to
another person regarding
any business matter.
Discussion: Why do we need to keep

photocopies of any written communication?
What is your opinion?
25
Advantages and
Disadvantages
of Written
Some advantages of written
communication
are:
Communication
No need for personal contact - you can tell

an employee he or she has to work
overtime through an email instead of faceto-face.
Saves money - you can send an email
instead of calling long distance.
Written proof - provides written proof in
case of a dispute.
26
Advantages and
Disadvantages
ofwritten
Written
Some disadvantages of
communication are:
Communication
Delay in communication - it may take a

while to get to the intended recipient.
Lack of secrecy - once it is on paper,
anyone can read it.
Costly - if the sender and receiver are
sitting next to each other, you still have to
spend money on paper or Internet service.
Discussion 6
27
What do you do before you start writing

some documents in English? Give an
example.
28
8 tips for effective business

writing
1.Know your audience:A message aimed at
everyone often appeals to no one.

2.Know your message - decide what you are
trying to achieve
3.Think like a reporter- Make sure your
document includes the answers to the Five
questions: Who, what, where, when and why
4.Banish buzzwords (e.g. downsize, cutting
edge, holistic, benchmarking, synergy, tipping
point)and clichs (In a jiffy: This means
something will happen soon; The time of my life;
At the speed of light)
5.Avoid the jargon (Jargonis the specialized
language of a particular field, trade, social or
cultural group, occupation or profession.)
29

writing
6.Keep it tight- Short sentences, short paragraphs and
short documents have a better chance of capturing
readers attention. That is particularly true of e-mails
and other electronic documents because we read more
slowly on screen than on paper.
7.Make it plain and simple
Write a clear subject line for your e-mail

Put deadlines and other vital points in bold
Break up messages with descriptive subheads
Put lists in bullet format
Make sure the most important information is at the top
8.Proofread
Spell checkers are useful tools, but they are far from
perfect. They will rarely alert you when you have used an
actual word in the wrong context. Proofread your
documents before printing them or hitting send.
Discussion 7
30
Which tips from the list do you use in

your writing?
Do you use some other tips? Give an
example.
31
10 Common Mistakes in
Business English Writing
1. I am writing in respect of our recent

purchase.
I am writing in reference to...

I am writing with regard to...
I am writing regarding/concerning...our
recent purchase.
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2. We would like to regret the delay.
We regret the delay.

We would like to apologize for the delay.
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3. I ensure/insure you that our products

are of the highest quality.
Assure + person (help remove their doubt)

Ensure/insure + fact (help guarantee the
fact)
I assure you that our products are of the
highest quality. We have a quality control
process to ensure that every item is free
from defects.
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4. Your order will be shipped until

Wednesday at the latest.
Use by for a single, specific event.
Use until for a continuous event.
Your order will be shipped by
Wednesday at the latest.
You will be performing the
maintenance until 25th June.
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5. I would like to request some

informations about your services.
information= uncountable noun

It is NEVER plural!
I would like to request some
information about your services.
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6. We except all major credit cards.
Accept- receive willingly

Except-exclude
We
accept all major credit cards.

We offer free shipping except to BiH.
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7. We appreciate your cooperate.
After articles (a, an, the) and possessives

(my, your, his, her, our, their) use a noun
We appreciate your cooperation.
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8. I want you to send me the files right

now.
In professional communication, it is
important to be polite!
Especially when making request, giving an
order or expressing criticism.
Could you please send me the files as soon
as possible?
39
9. the conference begins on friday 8th

july it will be held in los angeles
california
In English you capitalize the first word of

each sentence, proper names, names of
cities, countries, languages, names of days
of the week and months, the word I
The conference begins on Friday, 8th July. It
will be held in Los Angeles, California.
40
10. I look forward to hear from you.
After the expression look forward to, always

use a noun or verb + -ING
I look forward to hearing from you.
I look forward to visiting your company.
(verb)
I look forward to the visit. (noun)
Quiz 2
41
42
Effective Writing For the

Workplace
writing
How to write about the topic
intelligently

Workplace
43
Know Your Audience
What are you trying to say to

this person?
What exactly are you trying
to say?
Decide what details must be
included in the report or
memo.
Look for graphic elements to
add to your presentation,
especially if your report
contains many statistics.
Avoid wordiness and
unnecessary large words.
44

Workplace
Punctuation and Grammatical Errors
The most common mistakes include:

misuse of apostrophes
splitting of infinitives
using contractions in formal writing
misuse of commas
incomplete sentences
ending a sentence with a preposition
verbs not agreeing with subjects
pronouns not agreeing with their antecedents
Discussion 8
45
Please punctuate this sentence:

Woman without her man is nothing
Results
46
Woman without her man is nothing
The results from one research in The Guardian:

The men wrote:
"Woman, without her man, is nothing."
The women wrote:
"Woman! Without her, man is nothing!"
The power of punctuation!
47

Workplace
Effective Use of Passive Voice
e.g. "Because J. Smith forgot to include the

correct budget projections with the bid, we
lost the client."
The correct:
Budget was inadvertently left out of the

client packet, which led to the loss of the
client."
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Workplace
Gender-Neutral Writing
Some business writers have suggested
pluralizing the pronoun as a solution to the
problem.
e.g.
"Everyone should open their report to page 1."
If you must, use "he or she
e.g.
"Everyone should open his or her report to page 1."
Quiz 3
49
Writing clearly
50
Use an objective sentence

Give your reason for writing in your first
sentence so your reader immediately
understands why you are writing.
Keep sentences grammatically simple by
avoiding complicated constructions such as "not
only, but" or "in spite of the fact that"
Use simple word order principles when you
write, such as the SVOMPT principle:
Subject Verb Object (Manner Place Time)
"I am writing to confirm our meeting on Tuesday at

3pm."
Writing clearly
51
Write short sentences, with one idea in each

sentence. Avoid using too many commas or
brackets/ parentheses, which can make your
sentences over-long.
Don't write with over-formal words
Use general business words rather than oldfashioned formal words. For example, avoid
"above-mentioned" (use "above"); "herewith"
and "hereby"
Check your writing before you send it
Check your spelling and make sure your
punctuation is correct.
Avoid shortening words too much (wld; pls etc)
Discussion 9
52
Concise this sentence:
This policy has a tendency to isolate

some communities.
Solution
53
54
Concise business writing
Plan what you want to write before you start

writing.
Put your points into paragraphs before you
start, so that you only write what is relevant and
you can avoid repeating the same ideas.
Find shorter ways of expressing yourself
with modal verbs (might, could, would etc)
instead of using longer phrases.
E.g.
It is unlikely to happen = It might not happen
There is a necessity to / It is necessary to = We
must / We have to
For ability = can / can't
There is a possibility that = We can / We could

55
Edit out unnecessary words

Replace wordy phrases by single words
where possible.
"as of the date of" = from
"by means of" = by
"at this moment in time" = now
"for the purpose of" = for
"so as to" = so
"in the event that" = if
"further to" = following
Discussion 10
56
Concise this sentence:

Legislators are already in the process of
reviewing the statutes.
Solution
57
Solution to this sentence:

Legislators are already(in the process
of) reviewing the statutes.

58
Write using verbs rather than noun

clauses. Verbs give your business writing
more impact than heavy-sounding noun
phrases.
For example, use "discuss" instead of
"have a discussion".
Other examples:
"have a meeting" (meet)

"give consideration to" (consider)
"be of concern to" (concern)
59
Avoid clichs
Clichs make you sound unimaginative.
Examples of clichs are:
"to all intents and purposes

"to think outside the box"
"to push the envelope"
Discussion 11
60
Try to concise this sentence:

Which part would you avoid or replace?
Due to the fact that their habitats are
being restored, forest creatures are also
re-establishing their population bases.
Solution
61
Solution:
(Due to the fact that)Because their
habitats are being restored, forest
creatures are also re-establishing their
population bases.
How to write courteously

62
Being polite
Thinking about the tone you use when
you write.
Putting yourself in your reader's shoes to
anticipate what you reader will think
when they read your letter or email.
63
Acknowledge letters and emails

Write something short to let them know
you will answer more fully later.
"Thanks for your email. I'll get back to you
within the next day / tomorrow / next
week."
If you are going on holiday and will be
away for more than a few days, consider
setting up an autoresponder to reply
automatically to emails.
64
Thank someone for their work or input

"I'm sorry you didn't get the project, but thanks
for your work."
"Thank you for finding me the information about
X. I really appreciate your help."
Show you care
Even if you cannot help a person, avoid
sounding unfriendly or direct.
"We are sorry to inform you that we are no
longer manufacturing this item."
"We would like to apologize for this
misunderstanding."
65

Introduce bad news to soften the impact
"Unfortunately, the company has decided to close

its offices in London."
"We regret to inform you that your application has
been unsuccessful."
Write using polite phrases - Avoid making

demands with phrases likeI want. Instead
write:
"I would like some information on your range
of printers."
"I would be grateful for some information on
your range of printers."
"I would appreciate your help with an order.
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How to write about the

topic intelligently
Be tentative rather than dogmatic

"Perhaps you could consider" or "Could you let
us know your ideas on"
Keep negotiations open by using would rather
than is/are.
For example,
"These prices would be too low" rather than "Your

prices are too low".
Use past forms to put distance between you and

the other person and to make you sound less
definite.
"We were hoping for" (rather than "We are hoping

for")
"We wanted to know" (rather than "We want to
know")
67
How to write about the topic

intelligently
Be neutral rather than confrontational

Reduce the impact of a criticism by replacing a
negative adjective by 'not very' + positive
adjective.
"Your customer service representatives are not very

polite" instead of "Your customer service
representatives are rude.
Use words with a positive focus instead of a

negative focus
"issue" or "matter" (instead of "problem")
"inconvenience" / "inconvenient" (rather than
"difficulty" or "difficult")
"misunderstanding" (rather than "argument")

68
Minimize problems by using qualifiers such as

"rather", "a little", "somewhat" or "a slight".
Avoid "you"
Change the focus of the sentence to avoid
sounding as if you are accusing the reader.
Instead of writing "you", write "there" or "we"
"We have a problem with the account" becomes

"We have a slight problem with the account."
"You made a mistake" becomes "There seems to

be a mistake.
"You said" becomes "We understood."
Quiz 4
69
70
The Business Letter

Rules for writing
Examples of Business Email Writing
in English
How to Write a Perfect Professional
Email in English
Useful phrases

Workplace
71
THE BUSINESS LETTER
A letter is a message written on letterhead paper

and addressed to someone outside the
organisation. It is usually sent through the mail.
The body of the letter is made up of the

introduction, middle and conclusion.
The introduction opens the letter, establishes

rapport and acknowledges any previous
correspondence or contact.
The middle of the letter contains all details and

information.
The conclusion outlines any actions and/or

information required along with a polite ending.
Discussion 12
72
Which types of business letters do you

know?
Give an example.
Types of business letters

73
good news letters inquiry, request,

acknowledgement
cover, thank-you and acknowledgement letters
letter to refuse an invitation or request
bad news letter - open with a courteous greeting,
explain the situation, state the bad news
close with a positive paragraph i.e. how they
could improve, encouraging them to apply again
in the future
complaint letter
How to write a formal letter

74
in the correct format

short and to the point
relevant
free of any grammatical or spelling
mistakes
polite, even if you are complaining
well-presented
Rules for writing
75
Rule 1. Always think of your reader while

planning your message or document.
Rule 2. Limit your sentences to an average
length of 20 words or less - less is better.
Rule 3. Avoid writing paragraphs of just
one sentence. Use a minimum of 2-3
sentences for good flow.
Rule 4. In group emails, reply to all when
you briefly thank an individual.
Rule 5. When you write a bulleted list,
structure your bullet points the same way
(for example, all sentences or all clauses).
Rules for writing

76
Rule 6. Never use a comma before the

wordand.
Rule 7. In thank-you letter, be specific about
what you are grateful for.
Rule 8. Spell out acronyms and other
abbreviations before you use the abbreviated
form.
Rule 9. Use all capital letters (CAPS LOCK) for
messages when you need to grab your readers'
attention.
Rule 10. In email, always insert a subject on
the subject line.
Discussion 13
77
Do you use the majority of these rules

while you are writing the business
letters?
Are there any other rules that you use? If
yes, which ones?
Advice: Try to use them in your business

writing!
78
Follow these simple rules to get

Follow
these simple
rules and
to getacted
your
your emails
noticed
emails noticed and acted upon:
upon
Don't overcommunicate by email

Make good use of subject lines
Keep messages clear and brief
Be polite
Check your tone
Proofread
79
1. Don't Overcommunicate by
Email
Before you begin writing an email, ask
yourself:
"Is this really necessary?
Avoid sharing sensitive or personal
information in an email and do not write
about anything that you, or the subject
of your email wouldn't like to see
Whenever possible, deliverbad newsin
person.
80
blankGood
subject
is moreLines
likely to be
2.AMake
Useline
of Subject
overlooked or rejected as "spam," so
always use a few well-chosen words to
tell the recipient what the email is about.
For a message that needs a response,
you might also want to include a call to
action, such as
"Please reply by November 7."
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2. Make Good Use of

Subject Lines
A well-written subject line delivers the most

important information, without the recipient
even having to open the email. This serves as
a prompt that reminds recipients about your
meeting every time they glance at their inbox.
Bad Example
Subject: Meeting
Good Example
Subject: PASS Process Meeting - 10 a.m. February

25, 2014
82
3. Keep Messages Clear and

Brief
Emails need to be clear and concise.
Keep your sentences short and to the point.

The body of the email should be direct and
informative and it should contain all information
If you need to communicate with someone
about a number of different topics, consider
writing a separate email for each one.
This makes your message clearer and it allows
your correspondent to reply to one topic at a
time.
Examples
83
Bad Example
Subject: Revisions For Sales

Report
Hi Jackie,
Thanks for sending that report
last week. I read it yesterday, and
I feel that Chapter 2 needs more
specific information about our
sales figures. I also felt that the
tone could be more formal.
Also, I wanted to let you know
that I've scheduled a meeting
with the PR department for this
Friday regarding the new ad
campaign. It's at 11:00 a.m. and
will be in the small conference
room.
Please let me know if you can
make that time.
Thanks!
Monica
Good Example
Subject: Revisions For Sales

Report
Hi Jackie,
Thanks for sending that report
last week. I read it yesterday,
and I feel that Chapter 2 needs
more specific information
about our sales figures.
I also felt that the tone could
be more formal.
Could you amend it with these
comments in mind?
Thanks for your hard work on
this!
Monica
(Monica then follows this up
with a separate email about
the PR department meeting.)
84
4.The
Be
Politeyou send are a reflection of
messages
your ownprofessionalism, values and

attention to detail, so a certain level of
formality is needed.
Avoid informal language, slang,jargon and
inappropriate abbreviations.
Close your message with "Regards," "Yours
sincerely," or "All the best," depending on
the situation.
Recipients may decide to print emails and
share them with others, so always be polite.
85
5. Check the Tone
When we meet people face-to-face, we use

the other person'sbody language, vocal tone
and facial expressions to assess how they
feel.
Email robs us of this information and this
means that we can't tell when people have
misunderstood our messages.
Your choice of words, sentence length,
punctuation and capitalization can easily be
misinterpreted without visual and auditory
cues.
86
Discussion 14:
Which example is better one
Example 2:
Example
1:
and
why?
Emma,
I need your report
by 5 p.m. today or
I'll miss my
deadline.
Harry
Hi Emma,
Thanks for all your
hard work on that
report. Could you
please get your
version over to me by
5 p.m., so I don't miss
my deadline?
Thank you very much!
Harry
6. Proofreading
87
Finally, before you hit "send" take a

moment to review your email for
spelling, grammar and punctuation
mistakes.
As you proofread, pay careful attention
to the length of your email.
People are more likely to read short,
concise emails than long, rambling ones,
so make sure that your emails are as
short as possible.
88
7 Simple Examples of
1. Subject Line Email Writing in
Business
Always have a subject line that summarises briefly and
clearly the contents of the message.
English
for example, Re: Summary of Our Meeting with ABC Suppliers
2. Short and Simple Sentences

Use short and easy sentences. Long sentences can often be
difficult to read and understand. The most common mistake
that I see my students making is to translate directly from
their own language. This can often lead to confusing
sentences.
I always tell my students to use the KISS method Keep It Short

and Simple
89
3. Think of whoEmail
your reader
is going to in
be
Business
Writing
Note the difference between informal and formal:
English
Informal Thanks for the email of 15 February
Formal Thank you for your email received on 15

February
Informal Sorry, I cant make it.
Formal I am afraid I will not be able to attend the
meeting.
Informal Could you?
Formal I was wondering if you could.?
Some emails to colleagues can be informal if they

are friends. This is the style that is closest to
speech, so there are ofteneveryday words and
conversational expressions that can be used.
For instance,Dont forget,Catch you later,Cheers.
90
4. Be very careful
of capital
letters,
Business
Email
Writing
in
punctuation, spelling and basic
English
grammar
Give yourself time to edit what you have

written before you push the Send button.
In todays busy world, it is very easy to
send out many emails without checking
them so make a conscious effort to edit.
91
7 Simple Examples of Business

Email Writing in English
5. Think about how direct or indirect you

want to be
Consider these:
Direct I need this in half an hour.
Indirect and polite Would it be possible to have
this in half an hour?
Direct There will be a delay
Indirect Im afraid there will be a slight delay.
Direct Its a bad idea
Indirect To be honest, Im not sure it would be
a good idea.
By adjusting your tone, you are more likely to
get a more positive response from your reader.
92
7 Simple Examples of Business

Email Writing in English
6. Be positive!
Look at these words:helpful, good question, agreed,
together, useful, Id be delighted, mutual, opportunity.
Now look at these:busy, crisis, failure, forget it, I cant,
its impossible, waste, hard
The words you use show your attitude to life so choose
your words wisely.
7. Get feedback
Use Grammar Checkersto proofread your
writinginstantly.
Try and get some feedback on the emails that you
write in real life.
Study the English in the emails you receive. If it is a
well-written email, look carefully at some of the
language used.
Quiz 5
93
94
How to Write a Perfect

Begin with a greeting
Professional
Email in English
e.g. "Dear Lillian,

"Dear Mrs. Price,"
"Hi Kelly,"
"To Whom It May Concern:"
95

Professional Email in English
Thank the recipient

"Thank you for contacting ABC
Company."
"Thank you for your prompt reply."
"Thanks for getting back to me."
96

State your purpose
"I am writing to enquire about "or

"I am writing in reference to "
Remember to pay careful attention to

grammar, spelling and punctuation and
to avoid run-on sentences by keeping
your sentences short and clear.
97

Closing remarks
"Thank you for your patience and
cooperation."or
"Thank you for your consideration."
"If you have any questions or concerns,
don't hesitate to let me know."
"I look forward to hearing from you."

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End with a closing-The last step is to include

an appropriate closing with your name.
"Best regards,"
"Sincerely,"and
"Thank you,"
avoid closings such as
"Best wishes,"or"Cheers,"as these are
best used in casual, personal emails.
Finally, before you hit the send button,
review and spell check your email one more
time to make sure it is truly perfect!
Quiz 6
99
Format
100
Addresses:
1) Your Address
Your address should be displayed in the top
right-hand section. This will enable the
person that you are writing to, to reply.
2) The Address of the person you are
writing to
This address should be displayed beneath
your address on the left-hand side,
remember to include the name of the
person that you are writing to (if known).
Format
101
Date:
This should be displayed on the right-hand
side of the page on the line beneath your
address and should be written in full
format:
e.g. 1st January 2015 * the first of January
January 1st 2015 * January the first
BE 1st January, 2015
AE January1st, 2015
Format
102
Salutation & Greeting:

1) Dear Sirs/Madams,
If you do not know the name of the person that you
are writing to, use the greeting "Dear Sirs/Madams,".
In some circumstances it is useful to find a name,
especially if you are making a request as this will
show that you have done your homework and you
are more likely to receive a response.
2) Dear Mr. Jones,
If you know the name, use one of the following titles:
Mr- for a male
Mrs- for a married female
Miss- for an unmarried female
Ms- for a female whose status is unknown or would
prefer to remain anonymous
Dr- for a person with the status of a doctor
103
Business letter writing: Mrs,

"Dear Madam"
or "Dear Mrs + surname"?
Miss
or Ms?
The old distinction between married (Mrs +

surname) and unmarried (Miss + surname) are
no longer used. Instead, use Ms (+ surname). Ms
is pronounced (Mizz) and is used for all women
whether married or not.
If you are replying to a letter in which the woman
has written her name as Mrs + surname, then it
is fine to reply to her using Mrs + her surname.
If you are writing to a person in a company
whose name you don't know, you can start with
"Dear Sir/Madam".
If you know for sure that the person is a woman,
but you don't know her name, you can write
"Dear Madam".
Format
104
Concluding:
1) Yours faithfully,
If you do not know the name of the person,
conclude with "Yours faithfully,".
2) Yours sincerely,
If you know the name of the person, conclude
with "Yours sincerely,".
3) Your signature
Sign your name, then print it underneath the
signature. If it is potentially unclear what your
title would be then include this in brackets next
to your printed name.
Example: Structure of a letter

105
42, Greyhound
Perry Barr
Birmingham
B42 6HJ
Mr. E. Scrooge
The Manager
Barclays Bank Ltd
113 Mammon Street
Andover
HU4 9ET
Road
5th April, 2008

Dear Mr. Scrooge,
Application for post of trainee manager
...content..
Yours sincerely,
Jane Teller
Quiz 7
106
107
Here are some useful phrases

for each section of your letter
Making reference
"With reference to your letter, I"
"In response to your letter, I can
confirm"
"With regard to your memo, I"
"Following our phone conversation, I.."
"I am writing with reference to your
enquiry."
"Thank you for your letter of"
108

Replying to a request
"As you requested, I am enclosing a
brochure about our adventure holidays."
"As you suggested, I am sending you my
CV."
"In answer to your enquiry, I am
enclosing information which I hope will
be useful to you."
"As promised, I am sending you the"
109

Establishing context
"Your name was given to me by (source)"
"My colleague, Perry Jones, suggested that I write
to you concerning"
"I have been advised to contact you regarding your
policy on insurance claims."
"I am the Marketing Manager of a search engine
optimisation company, and I am writing to you to
ask if your company would be interested in
promoting "
Making reference to something your reader
knows
"As you may already know / have heard, the
Production Division is merging with"
110

Saying thank you

"Thank you for your letter in which you
enquired about"
"Thank you for your advice regarding"
"I am writing to thank you for your
assistance."
Informing
"It has come to our notice that"
"I am writing to inform you that"
"Please be advised that"
"I am writing to advise you that"
Useful phrases
111
Confirming
"I am writing to confirm ."
"I would like to confirm ."
Asking for information or advice
"I am writing to enquire about ."
"I would be interested to receive further details
about ."
"Please could you give me the necessary details
concerning ?"
"I would be grateful for your advice
concerning"
"I would appreciate your advice on "
Useful phrases
112
Explaining and clarifying

"I am writing to explain "
"I would like to clarify certain points
regarding"
"I would like to take this opportunity to clarify
"
Making a suggestion or giving advice
"In response to .. may we suggest that you
contact ."
"With regard to your enquiry about we advise
you to "
"We would like to advise all our customers to "
Useful phrases
113
Enclosing
"Please find enclosed ."
"Enclosed please find "
"Enclosed is a "
"Enclosed are ."
"I am enclosing a "
"I have pleasure in enclosing "
Quiz 8
114
Useful phrases
115
Apologising
"Please accept our apologies for this
misunderstanding."
"We apologise for our mistake and we
would like to take this opportunity to
assure you that it will not happen again."
"We hope that this misunderstanding has
not caused you too much
inconvenience."
Useful phrases
116
Referring to a meeting
"I look forward to seeing you on"
"I look forward to meeting you on"
"I would be delighted to arrange a
meeting with you."
Useful phrases
117
Asking for action

"I would be grateful if this matter could
be resolved"
"I would appreciate further information
on"
"I would be grateful for further advice."
"I would be grateful if you could send
me"
Useful phrases
118
Offering help
"Please do not hesitate to contact me if I
can be of further assistance."
"If you would like any more information,
please do not hesitate to contact me
on"
"Please feel free to contact me again if I
can be of further assistance."
Useful phrases
119
Expressing urgency
"As this matter is now urgent, we would
appreciate a prompt reply."
"We look forward to hearing from you at
your earliest convenience."
"Due to the urgency of the situation, I
would appreciate receiving your advice
as soon as possible."
Quiz 9
120
121
Purpose of the Business Memo

Business Memo Tips
Memos Step by Step
Discussion 15
122
What is a business memo in your

opinion?
When do we use and write the memo?
Memorandum
123
A memorandum is
considered
inside
correspondence.
It is written to
someone in your
company.
What should you know about

Business Memos? They . . .
124
are almost always used within an organization

are usually informal in style
are normally function as a non-sensitive communication
are short and to-the-point
have a direct tone / language
have a business tone / no slang or jokes
do not require a salutation (formal greeting)
do not have a complimentary closing as does a business
letter (END)
have a format very different from a business letter
may address one person or a group of individuals
Examples:
To: Mr. John Doe, CEO of Pepsi
or
To: All Student Support Services Participants
Memorandum
125
A memo is less formal than a letter.

It usually conveys one idea and is likely
to be short.
Effective memos are clearly written with
the objective stated in the first sentence.
126
How to Write a Business

Memo
Purpose of the Business

Memo
The primary purpose of the
business memorandum
(commonly referred to as
amemo) is to allow timely
communication to a large
number of employees or
other members of an
organization.
Business Memo Tips

127
Think about your intended audience, and

send the memo only to those who need it.
Thetoneof a memo is generally fairly
formal, so choose your wording
appropriately. It is inappropriate to be too
informal (using slang, for example
Concisenessandclarityin language are
always best
Useactive rather than passive
voicewhenever possible
Memos Step by Step

128
Memos consist of:

heading section
an opening paragraph or section
the body section
and a closing paragraph or section
Memos Step by Step

129
Heading
TO: (recipients' names and job titles)
FROM: (your name and job title)
DATE: (current date)
SUBJECT: (purpose of the memo)
You may choose to include your initials after

your name and job title in the "From" line to
show that you approve the contents of the
memo (if you asked someone else, such as a
secretary or administrative assistant to write
it on your behalf).
Memos Step by Step

130
Opening
The opening paragraph or section states the
purpose of the memo.
For example, the memo is in response to a
particular problem, state the problem clearly
Save the details of the memo for the next
section. For longer memos (memos longer
than about a page), the opening section
might begin with a brief overview of the rest
of the document (you can also include this
information in a separate "Summary" section
above the opening paragraph).
Memos do not begin with a salutation.
Memos Step by Step

131
Body
In the body (or discussion) section of the memo,
include any information the reader might need to
know. Do not include information that is not
important for readers.
Keep in mind that memos are meant to be brief
(most are not longer than a page).
If you have included an attachment, such as a graph,
chart, list, or a more detailed summary of research
findings, you can do so in the closing section.
For longer memos, use headings to help the reader
quickly grasp the main points of the memo. If your
memo is longer than a page, repeat the "To" line, the
date, and the subject line on and add a page number
to subsequent pages.
Try to keep sentences and paragraphs short and
concise.
Memos Step by Step

132
Closing
In the closing paragraph or section, indicate your
recommendations, the action you want the reader
to take. Make sure to include enough information to
clearly convey your request.
If some readers may not have it, then you should
include your contact information, such as your work
phone number or e-mail address.
Traditionally, memos have not included signature
lines.
No closing remark such asSincerelyorBest
regardsis necessary.
If you have included any attachments with your
memo, identify them here. For example:
Attached: May 25 Training Seminar Agenda
Quiz 10
133
134
Tips for writing the memos
Decide if a memo needs to be sent

Identify your purpose for
writing(propose, issue or provide)
Narrow your topic
Consider your audience
135
Avoid language that is too casual

For example, avoid writing things like
Hey guys! Anyway, I wanted to tell you
about an important business matter.
Instead, get right to the point:
I'm writing to provide everyone with a
progress report for Project .
Avoid using emotional language
136

Use signal phrases-be sure to use language
which lets the reader know what you are
doing.
According to our findings,... or Research
completed by the MMF has indicated that...
Choose an appropriate font style and
size-Your memo should be easy to read and
Times New Roman, font12 point is standard.
Use standard margins for your memo
1-inch margins are typical for business memos
Single-space your document-Business

memos are usually not double-spaced
Example
137
To: Northwest Area Sales Staff

From: Management
Date: 15th May, 2015
RE:New Monthly Reporting System
Wed like to quickly go over some of the changes in the new monthly sales
reporting system that we discussed at Mondays special meeting. First of all, we'd
once again like to stress that this new system will save you a lot of time when
reporting future sales. We understand that you have concerns about the amount
of time that will be initially required for inputting your client data.
Here is a look at the procedure you will need to follow to complete your area's
client
Enter your user ID and password. These will be issued next week.
Once you have logged on, click on "New Client".
Enter the appropriate client information.
Repeat steps 3 and 4 until you have entered all of your clients.
Once this information has been entered, select "Place Order". Thank you all for
your help in putting this new system into place.
Best regards,
Management
Discussion 16
138
How often do you write memos?

Whom do you write to? Give an example.
139
Use the following structure to begin a memo:

MEMO
To: (person or group to whom the memo is addressed)
From: (person or group sending the memo)
RE:(the subject of the memo, this should be inbold)
The term "memorandum" can be used instead of "memo".
The tone of a memo is generally friendly as it is a
communication between colleagues.
Keep the memo concise and to the point.
If necessary, introduce the reason for the memo with a
short paragraph.
Use bullet points to explain the most important steps in a
process.
Use a short thank you to finish the memo. This need not
be as formal as in a written letter.
Important Points to
Remember
Put it in the write order:

140
1. Thank you.
2. From:K.K. Wong, Sales
3. To:Julia Wong, Human Resources
4. Date:19 May 2015
5. Please confirm that the cost of the medicine
is covered by the company health scheme.
6. I was sick yesterday, and therefore I couldn't
come to work.
7. In order to receive sick pay, I need to send in
my doctor's note.
8. Subject: Sick leave certificate
9. I attach the doctor's note.
The correct order

141
3. To:Julia Wong, Human Resources

2. From:K.K. Wong, Sales
4. Date:19 May 2015
8. Subject: Sick leave certificate
6. I was sick yesterday, and therefore I couldn't
come to work.
7. In order to receive sick pay, I need to send in
my doctor's note.
5. Please confirm that the cost of the medicine
is covered by the company health scheme.
1. Thank you.
9. I attach the doctor's note.
Discussion 17
142
What is a proposal in your opinion?

When do we write proposals?
Definition
143
Proposal - [countable,uncountable]a formal

suggestion or plan;
the act of making a suggestion
tosubmit/consider/accept/reject a
proposal
(Oxford Learners Dictionary)
Definition:
A document that offers a solution to a
problem or a course of action in response to
a need.
How to Write a Proposal

144
Here are suggestions for developing a proposal:

1.A proposal should define a problem and describe a
solution that will persuade busy readers to support it.
2.Employ facts, not opinions.
3.Analyze your plan or project, demonstrating
possible outcomes.
4.Any discussion of financial or other resources
should be conducted carefully and should present a
realistic picture of the expense required.
5.Be meticulous /mtkjls/ or very precise and
detailed in writing, editing and design of the
proposal. Revise as necessary to make it clear and
concise.
A proposal should include the following elements:
145
A proposal should include the

Executive Summary:
State the rationale for putting the
following
elements:
proposal into effect, and summarize the proposal. (This
allows a decision maker to quickly get the gist of the

proposal.)
Statement of Need: Detail why the plan or project the
proposal recommends is necessary.
Project Description: Explain specifics of the plan or
project, and how it will go into effect and how it will be
evaluated.
Budget Analysis: Provide and explain how the plan or
project will be financed and categorize and annotate
operating expenses.
Organization Details: If the proposal is being submitted to
an outside party, provide information about the beneficiary
organization, including its mission, its stakeholders and who
its serves, and the scope of its programs and services.
Conclusion: Summarize the proposals main points.
Discussion 18
146
What should you do before writing the

proposals?
What are the elements that you should
focus on?
Before Writing a Proposal

147
Interview past and prospective

beneficiaries
Review past project proposals
Review past project evaluation reports
Organise focus groups
Check statistical data
Consult experts
Conduct surveys, etc.
Hold community meetings or forums
148
Main Terms of the Proposal

Writing Process
Indicators - projects purpose and results into

measurable units
Input - the investment of resources (human,
material or financial) invested in the project
Output - the results achieved
Activity plan - a description of the flow, timeline
and responsibilities for the projects activities
Resource plan - a description of how the
resources will be used in relation to the activities
Gantt chart - a specific model for activity plans
that illustrates how the activities interconnect
Income - the funds secured for the projects
implementation
Sample Gannt Chart

149
Discussion 19
150
Do you use some particular template for

writing the proposals or you do it by
yourself?
Have you ever written a proposal?

TEMPLATE FOR PREPARING
I.PROJECT
PROPOSALS
Project Cover
sheet
151
II. Organizational history, mission, vision

and structure
III. Background and analysis of the problem
to be addressed
IV. Proposed goal, objectives, target
population and implementation plan
V. Annual project budget
VI. Attachments

I.
Project Cover
sheet includes contact
PROJECT
PROPOSALS
152
information, project director, project period,

indigenous /nddns/ population that your
organization represents or works with, and
project summary
II. Organizational history, mission,
vision and structure include a few brief
paragraphs explaining how your organization
was established, its mission, vision and
structure, as well as its record of working on
indigenous issues
153

III.
Background PROPOSALS
and analysis of the problem
PROJECT
to be addressed provide an analysis of the

field, what are the existing gaps and challenges,
and what exactly is the problem to be addressed?
Which target groups are affected by this problem
and how can the proposed project/program help
address the issue?
IV. Proposed goal, objectives, target
population and implementation plan What
is the overall goal of the program/project, and
what are the objectives? How will the project be
implemented?
154

V.
Annual project
budget - provide a line
PROJECT
PROPOSALS
item budget in US$ or Euros currency with short

narrative explanations for each line item, which
can be footnoted to the budget. A sample
budget is attached on the following page.
VI. Attachments: Overall organizational
budget (operating budget)
List of other potential sources of support (if
any)
By-laws of association/organization, where
appropriate
Info
155
The previous template is intended to

serve as a sample to assist in writing a
project proposal. The organization
should feel free to use other formats, as
long as all the above-mentioned
elements are included in the proposal.
Project proposals should be no longer
than 10 pages, although shorter
proposals would be preferred.
Discussion 20
156
Is this template similar to the one that

you use in your organization?
What other elements do you include in
the proposals and it is not mentioned
here?
Conclusion
157
Always:
Plan
Organize
Write
Discussion 21
158
What is the meeting minutes?

Have you ever written any minutes?
Definition
159
Minutes, also known

asprotocolsornotes, are the instant
written record of ameetingorhearing.
They typically describe the events of the
meeting, starting with a list of
attendees, a statement of the issues
considered by the participants, and
related responses or decisions for the
issues.
160
How to Take Minutes at a Business

Meeting
Choose Your Tools
a laptop or a tablet computer

a notebook and pen
Use a Template
These templates typically have sections
that include "Attendees," "Action Items,"
"New Business, "Time" and so on.
Discussion 22
161
What are the elements of the minutes?

What is involved with meeting minutes?
162
What is involved with meeting

minutes?
Pre-Planning
Record taking - at the meeting
Minutes writing or transcribing
Distributing or sharing of meeting
minutes
Filing or storage of minutes for future
reference
1. Pre-planning:
163
A well-planned meeting helps ensure

effective meeting minutes.
If the Chair and the Secretary or minutestaker work together to ensure the agenda
and meeting are well thought out, it makes
minute taking much easier.
For example, depending on the meeting
structure and the tools you use the minutestaker could work with the Chair to create a
document format that works as an agenda
and minutes outline as well.
Meeting agenda = outline:

164
It is important to get a copy of the meeting

agenda and use it as a guide or outline for
taking notes and preparing the minutes with
the order and numbering of items on the
minutes matching those of the agenda.
The names of all the meeting attendees
Documents that are sent out with the agenda or
handed out in the meeting copies of handouts
should be stored with the meeting minutes for
future reference and for sharing with those who
were unable to attend the meeting.
Discussion
165
What should be included in the

record taking?
2. Record taking - what should be

included?
166
Date and time of the meeting

Names of the meeting participants and
those unable to attend
Acceptance or corrections/amendments to
previous meeting minutes
Decisions made about each agenda item, for
example:
Actions taken or agreed to be taken

Next steps
Voting outcomes
Motions taken or rejected
Items to be held over
New business
Next meeting date and time
Tips that might help your

note taking:
167
Create an outlinehaving an outline (or template) based

on the agenda makes it easy for you to simply jot down
notes, decisions, etc. under each item as you go along.
If you are taking notes by hand, consider including space
below each item on your outline for your hand-written
notes, then print these out and use this to capture
minutes.
Check-off attendees as they enter the room- if you
know the meeting attendees, you can check them off as
they arrive, if not let them introduce themselves at the
start of the meeting or circulate an attendance list they
can check-off themselves.
Record decisions or notes on action itemsin your
outline as soon as they occur to be sure they are recorded
accurately
168
Tips that might help your

note taking:
Ask for clarification if necessaryif the

group moves on without making a decision or
an obvious conclusion, ask for clarification of
the decision.
Dont try to capture it all you cant keep up
if you try to write down the conversation, so be
sure to write just the decisions, assignments,
action steps, etc.
Record itconsider recording the meeting
(e.g., on your smart phone, iPad, recording
device, etc.) but be sure to let participants know
they are being recording.
169
3. The Minutes Writing

Process
Once the meeting is over, it is time to pull

together your notes and write the
minutes.
Try to write the minutes as soon after the
meeting as possible.
Review your outline and if necessary, add
additional notes or clarify points raised.
Also check to ensure all decisions, actions
and motions are clearly noted.
Be objective
170
4. Distributing or Sharing Meeting

Minutes
As the official minutes-taker or

Secretary, your role may include
dissemination of the minutes. However,
before you share these, be sure that the
Chair has reviewed and either revised
and/or approved the minutes for
circulation.
Quiz 11
171
Template of the minutes

172
MEETING MINUTES
Meeting Date: <dd/mm/yyyy>
Meeting Location: <Location>
Approval: <Date or 'DRAFT'>
[If not yet approved, change the
approval date to Draft]
Recorded By: <Recorder's Name>
MEETING MINUTES
173
1. ATTENDANCE: Name, Title,

Organization
2. MEETING LOCATION
Building:
Conference Room:
Conference Line:
Web Address:
3. MEETING START
Meeting Schedule Start: <HH:MM>

Meeting Actual Start: <HH:MM>
Meeting Scribe: <Name>
MEETING MINUTES
174
4. AGENDA
<Agenda Item 1>
<Notes on discussion>
<Agenda Item 2>
<Notes on discussion>
5. MEETING END
MEETING SCHEDULE END: <HH:MM>
Meeting Actual End: <HH:MM>
6. Post Meeting Action Items
7. DECISIONS MADE
8. NEXT MEETING
Next Meeting: <Location> <Date> <Time>
Sample 1
175
Sample 2
176
Sample 3
177
Sample 4
178
Discussion 24
179
Do you use the similar template for

writing the business meeting or you have
your own template within your
organization? Support your response.
Self-assessment
180
What was the most interesting for me at

this webinar was....
Was it useful?
Are you going to use some of these tips
and advice?
Thank you for your

attention!
18
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What are the different types of business writing discussed?

What are the different types of business writing discussed?

What are some tips for effective meeting minutes?

What are some tips for effective meeting minutes?

EFFICIENT AND

Introduction to Effective and Efficient

Definition of Business Writing

1.What will be the most interesting for

2. After this webinar I will be satisfied if

3. I hope it will not.....

Lets start: Discussion 1

What is business writing in your

Criteria for business writing

There are two criteria for correct

Which type of business writing do you

Some Types of Workplace

Business Letters (most common formal letter to an external

Advantages and Disadvantages of

written messages do not have to be delivered at the moment; they

written communication provides a permanent record of the

written forms of communication enable recipients to take more time

written forms of communication are often considered more

good writing skills often lead to increased customer/client

improved inter-organizational efficiency

enhanced image in the community

Advantages and Disadvantages of

In your opinion what are the advantages

WRITING FOR A PURPOSE

When beginning to write you need to consider:

Elements to Consider Before

Elements to Consider Before

What is important for business writing in

Effective Business Writing

Be concise and relevant - get straight to the

Grammar and Language in

Turn nouns into verbs:

Refrain from overusing it is and there are:

Not It is imperative that we examine this but We

Be cautious with pronoun reference. For example,

Instead of We would like to make a recommendation

This is the reason behind the companys restructuring.

If this is placed at the end of the paragraph,

Which types of written communication

Written communicationinvolves any type of

General Business Tip . . .

Discussion: Why do we need to keep

No need for personal contact - you can tell

Delay in communication - it may take a

What do you do before you start writing

8 tips for effective business

everyone often appeals to no one.

8 tips for effective business

Write a clear subject line for your e-mail

Which tips from the list do you use in

1. I am writing in respect of our recent

I am writing in reference to...

2. We would like to regret the delay.

We regret the delay.