Communication in business life: e-mails & telephone skillsThe purpose of business writing is to give info

The purpose of business writing is to convey information to someone else or to request information from them. To be effective

writing for business, you must be complete, concise, and accurate. Your text should be written in such a way that the reader

will be able to understand what you are telling or asking them. 

Your writing shouldn't be sloppy, poorly written, disorganized, in jargon language, and incomplete. Often it is either too long or too

short. 

Whether you are writing a sales proposal, an email to your department, or an instruction manual for a software package, there are certain steps you need to follow to create effective

business writing. You need to:

OrganizeFirst, organize your material, When writing an email to inform about a staff meeting, this may be as simple as collecting your thoughts. If you need to write a multi-level outline, Without an appropriate level of organization, you can't be sure you will include everything or that you will give importance to the most important topics. Omissions or incorrect focus can make your business writing less clear. Consider your audience

Before you start writing, think about your intended audience. For example, a presentation about the company's new program may have the same outline when given to your chief financial officer or to all employees, but the level of detail in various areas will differ. A quick email to your team, reminding them of the company's security procedures, won't have the same tone as your department's annual report.

Start WritingGood writers have different styles of writing. Some prefer to write everything out and then go back and edit. Others prefer to edit as they go along. Sometimes their style varies depending on the piece they are writing.As you write, or when you edit, be aware of length. Use enough words to make your meaning clear, but don't use unnecessary words just to make it flowery. Business writing needs to be clear and concise, not too wordy or flowery. No one in business has time to read any more than necessary.However, don't make the piece too short. Write enough that your meaning is clear and won't be

misunderstood. Another couple of words would have made his writing more effective. Don't try to shorten a piece by using jargon or abbreviations. These often mean different things to different readers.No matter what the style you use when writing, you need to proofread and edit what you have written. Proofreading is re-reading what you wrote to make sure all the words in your head made it correctly onto the paper or the screen. Because our brains work faster than our fingers, you may omit words, leave off an ending Proofreading catches these errors so you can fix them.

Writing business emailsFirst, mind your manners. These are the same basic rules you learned growing up. Say please and thank you. Address people as Mr, Mrs or Dr.Second, watch your tone. You want the email to come across as friendly and conversational.

You do not want to sound demanding or aggressive. Make sure to avoid using CAPS as it may come across that you are actually yelling at the person.Third, be concise. Get to the point of your email as quickly as you can without leaving important details out. Nobody has time to read a novel.Ask any necessary questions, but be sure to keep the email brief.  

Next, be professional: Stay away from slang and abbreviations. It doesn't sound professional. If you absolutely have to you can use an emoticon, but typically you should avoid them. Also avoid using cute or suggestive language.The biggest thing to make sure to do when writing a business email is to use correct spelling and proper grammar. Use the spellchecker that comes with your email program and write in a conversational tone. Include in an Email Signature

Greeting your business callers. Each business call should begin by thanking your

party for calling, introducing your business and introducing yourself. Each call should end as politely as it began.

Tone The tone that your voice over the phone is the

caller’s only way to identify your mood. The caller cannot see your face nor read your expression through the phone. Therefore, it is important that your tone of voice is inviting to the caller.

Active Listening Focusing your attention on the caller will help to

promote proper telephone etiquette. That’s why, when your customers or clients call in, stop what you are doing and focus your attention on answering the phone. Listen actively to the caller and take notes if you need.

Outgoing Calls Outgoing business calls can be just as important

as those coming into your business. Therefore, you must be prepared to give a positive and professional impression on those that you call. When you call out, introduce yourself and your company. You should be considerate of people’s time and always punctual.

Telephone Etiquette Try to answer the phone within three rings.

Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry.

Smile - it shows, even though the phone lines; speak in a pleasant tone of voice - the caller will appreciate it.

Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken an interest in them.

If the caller has reached a wrong number, be kind. Use the hold button when leaving a line so that the

caller does not accidentally overhear conversations being held nearby.

When you are out of the office or away from your desk for more than a few minutes, forward your phone to voicemail.

When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Please excuse the interruption." And then hang up.

If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to put it off, but do not make the other person wait around for your call.

If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again.

Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.

Always show willingness to solve the problem or conflict. Try to think like the caller. Remember, their problems and concerns

are important. If you are in a non-supervisory position: Offer to have your

supervisor talk to the caller or call him/her back if the caller persists. If you are supervisor: Be willing to handle irate callers. Speak slowly

and calmly. Be firm with your answers, but understanding.