#Working hard -model #business documents

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Model Business Letters , Emails and other Business Documents (7th edition. Shirley Taylor)I apologise for the short notes and questions. This post serve as a skeleton for you to do further research online to gather current information:

"Coming together is a beginning; keeping together is progress; working together is success."-Henry ford

What are the dangers of poor communication?

How many people in your office do you really know ?,


Do you listen actively and make others feel important?

Why does your best relationship work? How can you replicate those building factors?

Do you keep your messages simple ?

Is your message accurate, brief and clear?

Use singular verb with collective noun.

Infinitive, adjective, adverb conjunction, interjection, preposition, pronoun.


When to use It's and Its?

When to use apostrophe?

Make a great first impression from the very first email you send.

"We spoke ..." vs "Thanks for your call..."

Cut out "Please be advised ...", "Kindly be informed ..." and "I am writing ..."

Use short words.


Use active voice " I ..." and place subject at start of sentence.

Use "I hope ..." , "Please" and "Thank you"

"Thank you for ..."

Drop "Regards". Add "See you soon" , "Have a nice weekend"

Use language you would use if you were speaking.


If you cannot answer email immediately, reply with a brief note.

Do not reply to a offensive email in a similar tone.

Use "Here are...", "Kindly see attached...", "highly appreciated...", "As spoken earlier..."

Complaint: "Unfortunately...", "Problem may be resolved ...", "I was most unhappy ..."

Sentences that start with action or object tend to be passive.


Passive voice shows no responsibility on the author.

Avoid the use of 'But', as much as possible.

Use "You" even when addressing a group of people.

Be consistent in dates format and full name vs initials.

Use "Thank you for your letter dated ..." instead of "We refer..."

Use "Sorry" instead of "apologise"


Limit 7 ~ 10 words in a sentence.

Avoid abbreviations and acronyms.

3~5 sentences for an idea.

Message structure: Introduction (why), Details (give info), Action (deadline), Close (one liner / Action needed).

Use headings, numbered points and bullets.

"It was great to speak to you ..." vs "As spoken..."


Use "Please email me if you have any questions.", "I would appreciate your prompt reply."

Fully blocked layout and open punctuation.

Courtesy title to be shown on hard-copy letters.

Include "Confidential" markings.

Heading is usually placed one clear line after salutation.

"Yours sincerely" for personalised salutations. "Yours faithfully" for Dear Sirs etc...


Only add courtesy title for female at signature.

Sign letter on behalf of sender, include "for..." or "pp" in front of sender name in signature.

Type " Enc" at bottom of signature for enclosures.

Two or more copy recipients, "Copy" beside title in alphabetical order

Include "Urgent" or "For action" only when necessary.


Turn off email alerts and check email twice a day.

Be Specific, Meaningful, Appropriate, Relevant, Thoughtful (SMART)

Replace "Dear xxx" with "Hi xxx" or "xxx" in opening.

Use closing "Cheery greetings" , "Your Friend", "Smiles", "Until Next Time" or " Take Care"

"Im so pleased..." or "I'll be here"


Write Clear, Concise-Straight to the point, Consistent-Reliable

Ask yourself these questions when composing a message:-Who are they?-What is your relationship with them?-What do you know already?-What do they want to know now?-Is your language and tone appropriate?


Good Status update:-Do Something - call for action-Think Something - sharing useful info-Feel Something - evoke an emotion

Do not use misspellings for Facebook - might be viewed by potential employers.

When making an enquiry:'-"Would you please give me the following information: 1. xxx"-"I look forward to receiving your advice on these issues."


When reply to an enquiry:-Thank you...-Assurance -"Please let me know if i can be of any further help."

First enquiries:-Mention how you obtain their contact

Structure:-Introduction-Background Info-What i will do-What you should do-Close


Inspire confidence in potential customer by:-Work done elsewhere-Discounts-Completion date-Unforeseen circumstances

Quotations not accepted or amended:-thank the supplier for their offer-express regret at inability to accept-state reasons for non-acceptance-if appropriate, make counter offer-suggest that there may be other opportunities to do business together


Close:-As the matter is urgent we should like this information by the end of this week.

The above information are some pointers i get from the book.

I highly suggest you get this book if you want to improve your written communication skills.

Share this book with someone else that may benefit too.

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#Working hard -model #business documents

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