Writing Skills

List of contents

1. Introduction to effective writing 2-3

2. Different types of Communications 42.1 E-mail Writing 42.3 Letter Writing 6-8

3. Style and Tone 8

4. Punctuation 10

5. Linking words 11-12

6. Additional suggestions for structuring your writing 13-14

7. Practice Exercises in Writing 15-20

8. References 21

1. Introduction to effective business writing

In this section, the emphasis is on practising the type of writing that is relevant to your professionsThe theoretical aspects you have done in Business English 1.

Writing a business letter or report in a foreign language is not easy. Writing follows thinking and people usually think in their first language. Therefore, careful preparation is needed to write well. But before you start, you should ask yourself a number of basic questions to help you plan what you are going to write. These questions will help you to write more effectively. They are:

Who is the reader? Why do I need to write? What shall I write? How shall I write?

1.1. The five golden rules of good/effective writing

Write simply Write briefly Write precisely and clearly Write quickly

1.1.1. Write simply

Use uncomplicated words Use uncomplicated phrases Put information and ideas in a logical order Check what you write. Look for words and phrases that can be put more

simply

1.1.2. Write briefly

Use as few words as possible Reduce the average length of your sentences and paragraphs Write shorter paragraphs

The right paragraph length depends on the subject and the type of text you are producing, but keep sixty words in mind as an average.

One sentence can be a paragraph. The single sentence paragraph is a technique to make a particularly important statement stand out strongly.

Sometimes begin or end paragraphs with a very short sentence to achieve strong impact.

Length of sentences Write shorter sentences. Vary sentence length, but aim at an average sentence length of around 15 words

for most business purposes. Try to rewrite long sentences, turning them into two or three shorter ones.

Always check what you write, looking for words and phrases to take out. In other words, always edit your written work.

1.1.3. Write precisely and clearly

Say what you want to say and say it as clearly as possible. Do not assume that the reader will deduce your message. Choose each word and phrase carefully to convey the message you want to convey. Leave no room for ambiguity or interpretation. If you are sometimes required to write letters which are evasive, that does not mean

that they have to be vague and verbose.

1.1.4. Write quickly

Set a time limit for any piece of writing, and allow yourself less time than you think you need.

Set a limit on the length of any piece of writing. Use a standard format or standard wording where you can. Most writing follows a

formula (inventory lists, sales reports, letter of complaint or advice). Use headings and sub-headings and bullet points wherever you can to present your

information. This makes for easier and quicker reading.

1.1.5. A checklist for planning and writing effectively

a. What is your aim/objective in writing your document?b. Do you know precisely what you want to achieve and how you want your audience to

react?c. Do you have all the information you need?d. Who are your readers? What are they like in terms of their command of English, level of

intelligence, knowledge and what is important to them?e. Which is the best way of presenting your information, both in terms of the information

itself and the audience you are presenting to? What is the suitable tone and style?f. Have you assembled all your arguments logically? What about the counter arguments?g. Are you being polite and unemotional? h. Are all the facts, words, and phrases essential for conveying the desired message? Cut

out any irrelevant information, and unnecessary words and phrases. If you are not sure of any words and phrases, try leaving them out.

i. Is it clear, or is anything ambiguous?j. If it needs a reply, do you say so? Do you say when?k. Are all your punctuation marks correctly used? Are the grammar and spelling correct?l. Finally, have you achieved your objective? Is it likely to achieve the result you want?

Footnote:Ram, Alan: Better Business English: an interactive course, York Associates, 1996.

2. Different types of communications

In business there are five modes of written communication: e-mail,memos, letters, faxes and reports.

2.1 E-mail Writing

2.1.1 Aspects to pay attention to:Your e-mail should be

Audience-centred Easy to follow Interesting Have the subject and purpose stated clearly Information must relate to the subject and purpose Keep your message concise as possible. Tailor your message for the receiver. Present your message in a clear, concise, coherent

and logical manner The formality of your e-mail depends on your

audience Be culturally aware regarding etiquettes when

writing e-mails Always proof-read your message for spelling and

grammatical mistakes Consider how your message will appear on your

audience’s screen Making responding easy by stating clearly if it is

required and how soon. Maintain the same degree of professionalism that

exists when sending correspondence on company letterhead. Include all your relevant contact information at the

conclusion of an e-mail message.

Letter writing

Note that the three hallmarks of a good business letter are conciseness, preciseness and accuracy. If you are sometimes required to write letters which are evasive, that does not mean that they have to be vague and verbose.As in faxes, e-mails and memos, it is stylistically better to use active form rather than passive form of writing.

Structuring letters

Business letters must have a structure. As a general rule, letters and other kinds of writing have three-part structure. They are:

a. An Introduction

It deals with the past. In other words, it makes connection or provides a reference point. It says why the letter has been written.

b. The development phase

It provides new information to the reader, bringing the reader up-to-date. It explains the present state of affairs, giving reasons and so forth. In complicated letters this phase may need several paragraphs.

c. The conclusion or outcome

It summarises, gives a conclusion and focuses on action, and concerns the future.

2.2.2 Salutations and closures

A)Formal salutations: addressing a person or a company

To a: British English American Englishcompany Dear Sirs Gentlemen (plural mascu.)man (name unknown) Dear Sir Dear Sirwoman (name unknown)

Dear Madam Dear Madam

person (gender unknown)

Dear Sir/Madam Dear Sir/Madam

man Dear Mr Bennett Dear Mr. Bennettmen (plural) Messrs X, Y, Z Messrs X, Y, Zwoman (married/widowed)

Dear Mrs ... Dear Mrs. ...

woman (unmarried Dear Miss/Ms ... Dear Miss/Ms. ...woman (marital status unknown)

Dear Ms ... Dear Ms. ...

women (plural) Dear Mesdames ... Dear Mesdames ...married couple Dear Mr and Mrs ... Dear Mr. and Mrs. ...unmarried couple Dear Mr ... and Mrs... Dear Mr. ... and Mrs. ...friend or acquaintance Dear Jim Dear Jimfor titled persons Dear Sir John Dear Lady Grace

N.B. Please note that using Sir/Sirs in British English is a mark of respect rather than a mark of impersonal address.

B) Closing letters: Complimentary close

Here are the ways in which a letter can be closed. Again the differences between British and American usage are shown. The closing depends on the opening.

If you start Then close:British English American English

Dear Sir/Sirs/Madam/Gentlemen

Yours faithfully Sincerely yours/(Very) Truly yours

Dear Mr/Mrs/Miss/Ms (British English)

Yours sincerely

Dear Mr./Mrs/Miss/Ms. (American English)

Yours sincerely/Sincerely yours/(Very) Truly yours/ Yours (very) truly

Dear Jim With best wishes, With kind regards, (Best) regards

Note

Please note that in British English the closing is fixed by the opening. In American English, the closing depends on the degree of formality.

Example: Formal tone: Yours truly, Yours very truly, Very truly yours More formal tone: Respectfully yours, Yours respectfully, Very respectfully yours,

Yours very respectfully More personal tone: Sincerely, Cordially, Sincerely yours, Cordially yours, Yours

sincerely.

When you are addressing a letter to more than one person, instead of writing Mr Jones, Mr Black and Mr Smith, you would generally write Messrs Jones, Black and Smith. The same applies when addressing a company.

D) Writing dates

There are several ways of writing dates. You may have in-house styles, make sure that these are clear. There is a difference between how Americans and British write dates. To avoid any confusion, use any of the following forms:

10 June 1999June 10, 1999

If an American writes as 10.6.1999, it is read as 6 October 1999 and not as 10 June 1999.

Please note that unlike in Dutch, the names of months always start with Capital Letters.

E) Use of abbreviations in letters, memos and faxes

Firstly, English use fewer abbreviations in business correspondence than the Dutch. Abbreviations should not be used in the main body of letters, memos and faxes. Write out everything in full, including the professional jargon. It makes for better reading and avoids confusion and misunderstandings.

3. Style and tone

In Business writing, people don't have either the time or patience to hack their way into a jungle. The dense, tangled world of obscure and difficult language: Officialese, Jargon, Circumlocution, Verbiage, Pomposity, Cliche, all the ugly growths that prevent us from understanding a piece of writing.

Most business writing is less reader-friendly than it could be because it is too formal, stiff and old-fashioned.

To make your writing user-friendly, you need to choose the correct style and tone. Style and tone are the most important aspects to watch out for in most writing. You may have all the facts and figures, excellent ideas etc, but if your style and tone are not carefully chosen, you may not be able to convey the message you intended or wanted to clearly. Aim at a style that is rather neutral but reader-friendly.

3.1. Style

Broadly speaking there are three kinds of style:

formal - largely found in legal documents, treaties, contracts and letters from banks neutral - largely used in business reports and letters informal - letters to friends, personal diaries

3.1.1. Formal style

Formal writing is impersonal. It can sound powerful, but it often does not establish a persuasive relationship with the reader. It may be well-structured, but the language is often not user-friendly. It tends to use

unnecessarily long words rather old-fashioned, stuffy words lengthy and unusual constructions which are tentative and lack directness fewer personal pronouns (particularly 'I' and 'you') formula phrases (for example 'We are in receipt of your letter ...'/ ', kindly favour us

with your comments)

3.1.2.. Neutral style

A coldly neutral business style (one from which all distinctive tone has been removed, and which has no reminders of human voice) suits some kinds of business writing, for example technical descriptions and instructions.

A coldly neutral style also suits faxes and letters where the only intention is to communicate facts, and the relationship between sender and the receiver is of no importance.

But most letters and even reports benefit from a style that is neutral-friendly rather than neutral.

3.1.3. Tips

Here are some suggestions how to improve your style and thus convey your written message smoothly, clearly and efficiently.

a. Use the kinds of words you choose if, after careful preparation, you were presenting your information face-to-face.

b. Avoid the kind of stiff, old-fashioned formal language that is characteristic of old-fashioned business writing, but which you would not dream of using face-to-face.

c. Don’t make your sentence structure too complicated sentence structure: overloading can sink a sentence.

d. Do not overload your sentence by putting in too much information. Break it down into shorter, readable sentences.

Always remember the KISS rule: Keep It Short and Simple.

3.2 ToneTone has to do with how you express yourself in a business correspondence. The notion of tone is very important to the business writer. Some readers can be insulted not by the message but by the manner of expression; an otherwise perfect memo or letter could quite possibly cause a breakdown in communication. It is therefore important for you to be able to analyse your relationship with your reader(s) and then to choose the appropriate language and tone.

For instance, if you are giving a client advice without sounding dogmatic, you may present it in a tone using such expressions asWe suggest that .... We strongly advise you to .... We would suggest that the following actions ....

4.2. Use of punctuation

Punctuation marks and their functions.

Symbol Function Example. Full stop To end a sentence The end., Comma To make smaller breaks after a

clause or a joining wordbut, within a sentence, e.g.

! Exclamation Mark To indicate strong feelings, surprise, anger, indignation

Oh no!

? Question To end a question What?; Semi-colon To make a break in a long

sentence, which is longer than a comma and shorter than a full stop

I waited; nothing happened

: Colon Before a list The following things:- Dash To quickly add extra information

which is not important to the rest of the sentence

- I know it sounds strange -

( ) Brackets To quickly add extra information which is not important to the rest of the sentence

(I know it sounds strange)

- Hyphen To join two words to make a new word

Multi-ethnic, semi-colon

' Apostrophe To show something belongs to somebody

The company's assets

... Dot, dot, dot To show something is unfinished He said that ...' ' Inverted commas To show something is referred to

by a strange name titlesthis 'thingee'

" " Speech Marks To show spoken or quoted words "Hello", she saidUnderline For titles or sub-titles The Story of my life

5. Linking words and phrases

Words, which are used to link sentences together in a business context, can be usefully divided under the following headings:

5.1. Listing (to list or catalogue)/ordering/sequencing

Firstly, secondly, thirdly, fourthlyFirst and foremostFirst and most importantlyNext, thenLastlyLastFinallyAbove allSubsequentlyAfter that

5.2. Addition

AlsoIn additionMoreoverWhat is moreFurthermoreBesidesNot only -----, but alsoEither ----- or

5.3. Summing up

To sum upTo summariseBrieflyIn shortAll in allOverallTo concludeIn conclusion

5.4. Giving examples

For example ( e.g.)For instanceThat is (i.e.)NamelyA case in point

5.5. Generalisation

In generalOn the wholeGenerally speaking

5.6. Result

ThereforeConsequentlyAs a result of

5.7. Contrasting

Conversely, althoughHoweverNeverthelessIn spite of thisOn the other hand

5.8. Similarities

SimilarlyLikewiseAt the same timeComparatively

6. Additional suggestions for structuring your business writing

To make your writing reader-centred, you could use any one of the following structures/layout in writing long memos and reports.

a. Top-heavy triangle model

In this model you put the most important point first, follow it with the next most important, and so on, until your last paragraph includes relatively minor points.

b. Problem-Cause-Solution model

This is a simple model for short reports. State the problem Then the cause Then say what should happen in the future (solution/proposal)

c. Chronological order model

This simply follows the time sequence of a series of actions.

d. Questions and Answers model

Questions and answers model is useful because:

They help to break up the information into small chunks Questions tend to provoke interest in readers by bringing them into the action Questions are particularly useful if they use personal words such as, 'Where can you obtain the information from?' Questions also convert dull, plodding label-headings into verb-rich information

e. SCRAP (Situation, Complication, Resolution, Action, Politeness)

A corny mnemonic, but useful in letter writing.

f. SOAP (Situation, Objective, Appraisal, Proposal)

Useful for writing short reports, especially in memo forms.

g. PARbox memos

Some firms, infuriated at the time-wasting woolliness of inter-office memos, insist that all begin with three standard boxes for Purpose, Action and Response:

Purpose

To explain the discrepancies in the 1998 Corporate Tax return.

Action requested

To help in unearthing all the missing documents

Response required

By end of April

h. Correspondent's order

Here you can respond to some letters and memos using the same order of points as your correspondent. Normally it is wise to say that this is what you are doing:

Example

I would like to respond to your points using the same order in which you made them

i. Full-dress report

Here the general structure is Title Content list Summary Introduction Discussion Conclusions Recommendations Appendices

7. Practice exercises

7.1Exercises in e-mail writing

Exercise 1

A) Formal or Informal?

Three different writing styles are often identified, although in real life the differences are not so clear: Note: with business e-mails you can mix styles to some extent, but don't mix styles at the two extremes. If in doubt, follow the style of the other person.

FormalThis is the style of an old-fashioned letter. Ideas are presented politely and carefully, and there is much use of fixed expressions and long words. The language is impersonal. Grammar and punctuation are important. This style is not common in e-mails, but you can find it if the subject matter is serious (for example a complaint).

Neutral/StandardThis is the most common style in professional/work emails. The writer and reader are both busy, so the language is simple, clear and direct. Sentences are short and there is use of contractions (I've for I have etc.). The language is more personal. However, the style is not similar to speech - it is too direct.

InformalThis is the most common style for emails between friends. Sometimes the e-mail can be very short or it could include personal news, funny comments etc. This is the style that is closest to speech, so there are everyday words and conversational expressions. The reader will also be more tolerant of bad grammar etc.

First, read the information about writing e-mails, then match the informal phrases (1-15) with the neutral/formal phrases (a-o).

INFORMAL NEUTRAL/FORMAL

1 What do you need? a With regard to ... (or With reference to ...)

2 Thanks for the e-mail of 12 Feb.b I can assure you that ...3 Sorry, I can’t make it. c We note from our records that you

have not ...4 I’m sorry to tell you that ... d Please let us know your

requirements.5 I promise ... e I was wondering if you could ...6 Could you ...? f We would like to remind you that ...7 You haven’t ... g I look forward to meeting you next

week.8 Don’t forget ... h Thank you for your e-mail received

12 February.9 I need to ... i I am afraid I will not be able to

attend.10 Shall I ...? j Would you like me to ...?11 But .../Also .../So ... k I would be grateful if you could ...12 Please could you ... l Please accept our apologies for ...

13 I’m sorry for ... m It is necessary for me to ...14 Re ... n We regret to advise you that ...15 See you next week. o However .../ In addition .../

Therefore ...

B) Rewrite the emails below by substituting the phrases in italics with more

informal phrases. Section A will help you. Use contractions (e.g. I'll) where

appropriate.

Email 1

/ am afraid I will not be able to attend the meeting on Friday. As / will miss the meeting, / was wondering if you could send me a copy of the minutes? / will write to Anita as well, to inform her that I will not be there. Once again, please accept my apologies for this, and / can assure you that / will be at the next meeting.

Email 2

Thank you for your email of 25 January where you requested assistance on how to order on-line. It is necessary for me to know your ale number before I can deal with this, / would be grateful if you could also provide details of which version of Windows you are using.

Email 3

With reference to your order number J891 - we received it this morning, but you have not filled in the sections on size and colour. Please let us know your exact requirements. These products are selling very well at the moment, and we regret to advise you that the medium size is temporarily out of stock. However, we are expecting more supplies in the near future. Would you like me to email you when they arrive?

(Adapted from email English by Paul Emmerson, 2004)

Exercise 2

A) Correct the mistake in each sentence.

1 Please find attach my report, as promised in Friday's meeting.

2 I hope we can to meet up soon.

3 I look forward to receiving this information so soon as possible.

4 I'm sorry I haven't written for ages, but I been really busy.

5 It will be more better for me if we meet on Tuesday rather than Monday.

6 Can we meet at 8 Feb at 14.30 instead?

7 Sorry, I don't can help you on this matter.

8 If you require any further informations, please do not hesitate to contact me.

9 I look forward to meet you next week.

10 I am really appreciate your kindness during my stay in London.

11 At the meeting we will discuss the follow points:

12 I'm afraid but we haven't received your payment yet.

B) Each phrase below has one word missing. Add the missing word.

1. Thank you sending me the catalogue I requested.

2. We are writing to inform that ...

3. We are able confirm that ...

4. I apologise the delay.

5. I would appreciate if you could ...

6. Please get back me if there's anything else.

7. What time would convenient for you?

8. If you like any more details, just let me know.

9. Anyway, that's enough, I think I stop writing now.

10. It was good to meet you the conference in Paris.

11. I look forward to hearing you soon.

12. I've attached a copy the latest sales figures.

13. Thank you for the invitation visit your company.

14. With reference your enquiry, I've attached all the information you need.

C) Each paragraph in the emails below has mistakes. Identify and correct the mistakes.

Email 1It was a pleasure to meet you in Budapest last week and I would like to thank you for your interest in our office products. You mentioned that you were going visit turkey soon, and when you do I like to invite youto visit our factory outside Istanbul. We would be very pleased to showing you round our new factory and modern production facilities.

As you would being our guest, we would of course arrange for you to stay in a good hotel and take you out to dinner. Please to let me know when you have finalised your travel plans. I look forward to see you in Turkey in the near future.

Email 2You will all be aware that we been interviewing candidates for the position of Marketing Director. I am now pleased to inform that we have appointed an excellent candidate, Simone Verhart. Simone has worked in marketing for over fifteen years and I am sure that she will be a valuable member of team.

I would like to invite you a short lunchtime reception in Conference Room 2 next Tuesday 5 Feb where you will have chance to meet Simone on an informal basis. Refreshments will be available. Please let me know if you can come so that I can to estimate numbers.

Email 3I am write re our order for 1,000 pieces of footwear, reference VK899. The money was transfer to your account on 23 January and we yet haven't received the goods. You promised in your email of 15 Dec that you would ship within 7 days of a firm order.

I called your office this morning but the secretary told that you were away until tomorrow (Thursday). Please call me at the morning and let me know what is happening. We have customers waiting for these pieces and the delay is causing us for to lose business.

Email 4It has been brought to my attention that security in the building is not so good as it could be. As you may be aware, one of our secretaries had her bag stolen yesterday. In the light of this, I would like to remember you to take care of your personal possessions, particular at those times of the day when the building is not busy.

I am going to prepare a report on how security could be improved, and I could be grateful for any suggestions that you have. Please email me with your ideas by the end of next week at the later. I also have a word with our security staff in reception to see if there are any procedures we can improve there.

Exercise 4 : Polite and indirect e-mails/letters

A) Rewrite each sentence with the words in brackets to make them polite and diplomatic.

1. Can we meet again next week? ( wonder/could)

……………………………………………………………………

2. You’ve made a mistake on the invoice . (there/seems)

……………………………………………………………………………….

3. The quality is low ( not very)

……………………………………………………………………………………….

4. Shall I speak to Mr Baker? ( would you like)

……………………………………………………………………………

5. Your estimate for the cost is too high. (might/a bit)

………………………………………………………………..

6. We should wait. ( wouldn’t /better idea).

………………………………………………………………..

7.It’s a bad idea (honest/I’m not sure/good)

…………………………………………………………….

8. Let’s cancel the project. (perhaps/should think about)

…………………………………………………………………….

B) Bring to the course e-mails that you have recently written. Make multiple copies of these, enough for the entire group. Let the group analyse these e-mails and suggest how you could improve them. Rewrite improved versions

1. Alexander, R., New International Business English, 1997.

2. Burrough-Boenisch, J., Righting English that’s gone Dutch, 1998

3. Cutts, M., The Plain English Guide - How to write clearly and communicate better,1995

4. Dobrian, J.,Business Writing Skills, 1995.

5. Doherty, M, Knapp, L.,Swift, S., Write for Business, 1987

6. Emmerson, Paul , email English, Macmillan, 2004

7. King, G., The Sunday Times Word Power Guide, 1993

8. O' Connor, M , Writing successfully in Science, 1991.

9. Stanton, A.J. and Wood, L.R., Longman commercial Communication, 1996