Language and Tone in Business Letter Writing

Composing Good Business Communications Use plain language: 1. Put your message in a natural way 2. Use a courteous style. 3. Use an informal style of writing (not too formal) Ability to structure sentences correctly : Ensure correct grammar, spelling and punctuation. Aim the letter as : to transfer thoughts and ideas from one person to another. Be sure to imagine the recipient in order to determine : 1. The document chosen 2. The approach and the tone used Anticipate the recipient's needs, wishes, interests, problems. Consider the best way of dealing with the specific situation

Points to remember Choose the method of communication carefully. Create the document with care. Present the document with : good impression of efficiency and reliability. Use format with : neat, easy to read and structured logically. Use appropriate tone : considering the circumstances, the situation and the recipient. Ensure the message is accurate in: grammar, spelling and punctuation.

Rules of good written communication Accurate : 1. Check facts carefully 2. Include all relevant details 3. Proofread thoroughly Brief : 1. Keep sentences short 2. Use simple expressions 3. Use non-technical language Clear : 1. Use plain, simple English 2. Write in an easy, natural style 3. Avoid formality or familiarity

Courteous and Considerate Courtesy means : 1. Show consideration for your correspondent. 2. Not using old-fashioned expressions : - 'your kind enquiry' or - 'your valued custom'. 3. Reply promptly to all communications : answer on the same day. 4. If not answered immediately: write a brief note and explain why to create goodwill. 5. Understand and respect the recipient's point of view 6. Resist the temptation to reply as if your correspondent is wrong. 7. If comments are unfair : be tactful and try not to give offence. 8. Resist the temptation to reply offensive letter in similar tone : Answer courteously without lowering your dignity.

Appropriate tone Tone : reflects the spirit of the message Writing complaint or replying complaint : should not sound rude or cause offence.

Don’t write We cannot do anything about your problem. This problem would not have happened if you had connected the wires properly. Your television's guarantee is up, so you will have to pay for it to be fixed. I am writing to complain because I am very unhappy with the way I was treated in your store today.

Do write Unfortunately we are unable to help you on this occasion. The problem may be resolved by connecting the wires in accordance with the instructions given. The guarantee for your television has expired. Unfortunately you must therefore bear the cost of any repairs. I was most unhappy with the standard of service I received in your store today.

Write naturally and sincerely Show genuine interest in the recipient and their problems. Sound sincere and written in your own style. Write naturally, as having a conversation.

Don’t write I have pleasure in informing you... We do not anticipate any increase in prices. I should be grateful if you would be good enough to advise us... Please favour us with a prompt reply.

Do write I am pleased to tell you... We do not expect prices to rise. Please let us know... Please let me have your comments as soon as possible

Come straight to the point Business people have many documents to read. Direct message and straight to the point will be appreciated.

Don’t write We shall be in a position to... In the course of the next few weeks... Would you be so kind as to let me know... I should be glad if you would... I would like to remind you that... This is to inform you that I will be on vacation for two weeks from 1 June. I am sorry to have to point out that we do not have these goods in stock at the present moment in time.

Do write We shall be able to... During the next few weeks... Please let me know... Please... Please note that... Please remember that... I shall be on vacation for two weeks from 1 June. This item is presently out of stock.

Use modern terminology Old-fashioned phrases (long-winded phrases ): 1. Add nothing to the sense of message. 2. Give poor impression of the writer and lead to confusion. Good business letter : use no more words than are necessary to convey a clear and accurate message.

Don’t write We are in receipt of your letter of 12 inst. We acknowledge receipt of your letter of 12 June. I am writing with reference to your letter dated 12 June in which you requested information about the courier services provided by this company. Enclosed herewith you will find... Please find enclosed... Please be good enough to advise me...

Do write Thank you for your letter of 12,June. Thank you for your letter of 12 June. Thank you for your letter of 12 June enquiring about our courier services. I enclose... Please let me know

Use simple words Give letter writing more meaning, Save time and Help put across message more efficiently and effectively.

Don’t Write with reference to, in reference to due to the fact that purchase take into consideration enclosed herewith Please find enclosed sufficient with the exception of for the purpose of in the event that in the meantime at the present time remittance

Do write about because buy consider enclosed I/We enclose enough except for if, when meanwhile now, currently, today payment

Don’t write expedite under separate cover forward, transmit attempt, endeavour advise, inform

Do write speed up, hurry separately send try tell

Avoided phrases I have noticed that It has come to my attention that I am pleased to inform you that I am writing to let you know that I must inform you that Will you (please) Thanking you in anticipation Thank you and regards Kindest regards

Include essential details If recipient ask question : it means something has been omitted from the message. Do not leave anything to chance. Include all essential information.

Don’t write My flight arrives at 3.30 on Wednesday. I thoroughly enjoyed your article in last month's newsletter. Our Sales Manager will contact you soon.

Do write My flight BA 121 from London Heathrow should arrive at Singapore Changi Airport at 1530 on Wednesday 12 June. I thoroughly enjoyed your article on feng shui in last month's company newsletter. Mr John Matthews, our Sales Manager, will contact you soon.

Be consistent Consistency is important in the way the message is presented. Consistency is important to ensure consistency within the message itself.

Don’t say The people attending will be John Wilson, G Turner, Mandy Harrison and Bob from Sales. I confirm my reservation of a single room on 16/7 and a double room on 17 Oct.

Do write The people attending the next committee meeting will be John Wilson, Gloria Turner, Mandy Harrison and Bob Turner. I confirm my reservation of a single room on 16 July and a double room on 17 October.

CHECKLIST Before signing any communication, check the following questions : Will it be understood? Is the tone appropriate? Is the language appropriate? Have I avoided long-winded phrases and old-fashioned terminology? Are all the essential details included and accurate? Is it brief, clear and courteous? Are all the spellings correct? Is it grammatically correct? Is it properly punctuated? Is it structured logically? Does it look attractive, well-displayed and consistent?

Exercise Make a letter requesting for a catalogue of books and the price lists