6. Writing Style of
Business Documents
• Plan and organise message
Understand subject / situation
Define audience and purpose
Decide how to order content
6
7. Writing Style of
Business Documents
• Language
Clear: short, simple words
Concise: strong verbs, active voice
Coherent: linking words, list
Correct: grammar / spelling
7
8. Writing Style of
Business Documents
• Tone
Polite: respect reader
Positive: stress what can be done
Personal: reader's perspective,
personal pronouns
8
9. Writing Style of
Business Documents
• Formality depends on:
Position of writer in relation to
reader
Purpose and subject of
communication
9
13. MEMORANDUM
(1) To line
(2) From line
(3) Subject line
(4) Date line
Note: No salutation or
inside address
TO: Patrick Tay, HR Senior Executive
FROM: Yeo Heng Soon, Sales Manager
SUBJECT: Purchasing Procedures
DATE: 10 November 2013
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx.
Xxxxxxxxxxxxxxxxxxx. xxxxxxxxxxxxxxx.
1. xxxxxxxxxxxxx
2. xxxxxxxxxxxxx
3. xxxxxxxxxxxxx
(5) Signed initials – no
complimentary close
(6) Carbon copy (optional)
YHS
cc: Janice Goh, HR Manager
13
15. (1) To line
(2) Cc line (optional)
(3) Subject line
(4) Salutation
From:
Date:
To:
Cc:
Subject:
sally_fong@kayaexpress.com.sg
10 November 2013, 10:30 am
chongbin@coffeeshophub.sg
joey_lim@kayaexpress.com.sg
New Kaya Samples
Dear Chong Bin
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX.
(5) Complimentary close
(6) Signature block
Best regards
Sally Fong
Sales and Marketing Manager
Kaya Express Singapore
21 Pandan Loop Singapore 879021
Tel: 6789 0987 Fax: 9789 0986
Email: sally_fong@kayaexpress.com.sg
Website: www.kayaexpress.com.sg
15
16. Email Etiquette
• DOs
• Create appropriate signature block
• Use proper spelling and grammar
• Review message for accuracy,
readability and tact before sending
16
17. Email Etiquette
• DON'Ts
• Forget subject line
• Use only UPPER CASE / lower case
• Attach very large files
17
19. Types of Messages
• Good / neutral news – DIRECT APPROACH
Opening – main idea; state purpose
Middle – more info / details
Ending – state action you want readers to take;
positive, friendly statement to build goodwill
Examples: accede to request / adjustment,
acknowledgement
19
20. Types of Messages
• Bad news – INDIRECT APPROACH
Opening – buffer / show interest, concern
Middle – briefly state refusal, explain reasons behind
negative response
Ending – alternative solution (if possible), positive,
friendly statement
Examples: decline invitation, refuse request /
adjustment
20
21. Types of Messages
• Persuasive
Opening – gain attention
Middle – stimulate reader's interest (state benefits
Middle (cont’d) – stir reader's desire (provide
reasons, facts, evidence)
Ending – encourage reader to take action, show
reader how to take action (make it easy)
Examples: sales letter, job application letter
21
22. International
Correspondence
• Use commonly understood words and phrases
• Avoid humour, jargon, idioms, slang
• Consider decision-making style of recipient's culture
• Choice of spelling – US vs UK spelling
• Check for appropriate forms of date e.g. 1/10/13 =
1 October 2013 or 10 January 2013
22
23. Final Remarks
• Be professional in all business correspondence
Be objective
Maintain dignity
Be sincere
23
24. BE PROFESSIONAL
• Be objective
Your salesperson was so rude and
unapproachable. He was shouting at the top
of his voice and forced me to buy the product.
The salesperson behaved in an inappropriate
manner by raising his voice and using pressure
tactics.
24
25. BE PROFESSIONAL
• Maintain dignity
Since we really value you as a customer,
please give us another chance to prove we can
do a good job.
As a valued customer, rest assured that we
will make every effort to ensure you receive
the best service in the future.
25
26. BE PROFESSIONAL
• Be sincere
Your phenomenal contribution to our
understanding of tax procedures is remarkable.
Thank you for helping us gain a better
understanding of tax procedures.
26