Functions of Business Communication 1. To inform 2. To persuade 3. To Promote goodwill Internal Communication with Superiors Coworkers Subordinates External Communication with Customers Suppliers Government agencies the public Leena Sen When Is Written Communication Really Complete?
1. To inform
2. To persuade
3. To Promote goodwill
Internal Communication with
External Communication with
Good communicators realize that the composition process often occurs out of order as they jump back and forth from one stage to another.
Finds reading easier when the text comes as a pyramid, beginning at the top and working downward
Principle – 8Gender biased words.Do not use masculine / feminine gender for both sexes. You could avoid this by using plural or the word ‘or’ the symbol /
Non –gender biased words
Write in sentences of various lengths, but keep the average sentence relatively short.
If you’re not persuaded that average sentence length is important, read this chart published in communication briefings:
as per our agreement
at the present time
due to the fact that
enclosed please find
for the purpose of
in response to your memo of
in view of the face
regarding the matter of
we are returning some herewith
as per your request
at an early date
despite the fact that
for the amount of
in response to your letter of
pending receipt of
please be advised
thank you for your cooperation
we will file your letter for future reference
with reference to your letter of
subsequent toRecognizing Cliches
You can make your writing clearer by deleting words that don’t add meaning. For example, pay close attention to the following words:
actually kind of
These words are not bad, but people tend to use them unnecessarily. Example: Actually, I generally kind of enjoy typing practically and specific type of communication. These words weaken the sentence because they add nothing to it but length.
“So that you will be able to shop freely, we have extended the shopping time by two hours.”
We will not deliver the goods until you have submitted all the documents to us.
We are delighted to inform that we have extended shopping time by 2 hoursDocuments that are Considerate in tone are well received
NO : In this letter we have tried to answer all the
questions that you had asked, and we hope that
in case you have any additional questions
whatsoever, you will not hesitate to contact us.
YES: If you have additional questions, please call us.
Avoid fad / dead phrases / words and trite phrases like “input,” “parameters,” “utilize,” “hopefully,” and “enclosed please find”
Enclosed please find herewith the information as per your
request. Hopefully, you will be able to utilize our product
to benefit your company within the parameters of your
computer’s invoice processing. We’ll appreciate your input.
YES: We have enclosed the information you requested.
Our product will speed up your computer’s invoice
Avoid using overly technical terms like “facilitator” “JIT” “TQM”/“interface” etc
NO: After analyzing the organizational climate,
we found that it lacks a TQM approach to work
and quality maintenance
YES: After analyzing the organizational climate,
we found that people need to believe in a
structured and quality approach to work.
Be concise and specific
NO: The company’s negative cash flow position
forced it to resize its operations to the level of
profitable market opportunities.
YES: The company lost money and had to lay off
NO: We are certain you are concerned with saving
money. Of course, you will mail the enclosed
card. We thank you in advance.
YES: If saving money is important to you, please
mail the enclosed card today.
NO: We’re sorry to tell you that we don’t supply XYZ
software any more.
YES: Since we no longer supply XYZ software, we are
sending you a list of distributors who could help
NOT : We are quite pleased about our rather
exciting work processor.
BUT: We are pleased about out exciting line of
1 Come straight to the point
Avoid phrases like these as they add nothing to your message:
I am writing to inform you
Please be informed
Please be advised
Please note that
I wish to bring to your attention that
Use words you would use if you were speaking, and avoid old-fashioned,
boring standard clichés that have been around for decades.
We have received your letter Thank you for your letter dated
of 12 November. 12 November.
Please find enclosed I enclose … Enclosed is/are
Please find attached I attach … Attached is/are
Please be reminded Please remember
the above-mentioned goods these goods
the above-mentioned workshop this workshopUse modern terminology
Use active not passive voice
Active voice makes your writing more interesting, more personal,
more proactive and much more natural.
The new system was Our staff developed the
developed by our staff. new system.
The cheque was presented to the The Prince of Wales
charity by the Prince of Wales. presented the cheque to the charity.
KISS means Keep It Short and Simple – that means
simple words and short sentences, for example:
I should be obliged if you would Please
In view of the fact that As, Since
In the event that If
Language, Values, Attitudes, and other cultural traits change very slowly. Therefore, communicating inter-culturally calls for recognition of the cultural elements that cause people to view things differently and thus create barriers to communication.