Professional Business and

Office Management Skills

Communication
Written
E-mail, Memo

Spoken
Telephone Etiquette, Pronunciation and Intonation,
Pace
Making requests- Agree/ Refuse

Effective E-mail and Memo

Writing

Writing is craft... it is
something
that
lies
somewhere
Effective Business Writing
between an art and a science.
K.W. Davis

When does Communication Fail?

Your sex has been changed. You
were addressed Mr. instead of
Mrs. or Miss (or vice versa)

The structure of the document has

been given little thought. It is all
jumbled up.

The document is full of

long-winded jargon and
technical terms.

The tone is all wrong

maybe critical,
condescending or
intimidating
Important information is
buried somewhere in your
3 pages document.

The purpose of the

communication is not
clearly stated.

You have to
make a
phone call for
clarification.

There are errors in

spelling, punctuation
and grammar

Writing in Digital Age

Statistics for 2014
3 billion Internet users worldwide.
220 million The number of blogs on the
Internet
480 million New email users since the year
before
262 billion The number of spam emails per
day
2.9 billion The number of email accounts

Working in Digital Age

60% of business correspondence has
grammar or spelling errors
Poorly written emails may cost on average
USD20 million of lawsuit
The average business user spends 2.6 hours
per day reading and responding to email
It takes 77 minutes a week for an employee
to manage their mailbox, such as cleaning
out old messages and filing old messages or
attachments

5Cs of Business Writing

Clarity
Find the
essence of
your
writing,
making it
selfevident.

Ensure
sequence
and
consistenc
y

Conciseness
Put your
message
across in as
few words
as possible
while
maintaining
courtesy.

Courtesy
Complete
Be humble
while
ness
writing and
Correct
editing
ness
Present
all the
facts and
answer
all
questions

Structure
your
language
properly.

Clarity
Be Specific, avoid vague expressions and
straight to the point.
Even when the main point of the message is bad news,
you must lead with it.
Burying the bad news somewhere in the middle or end of
the message is harmful; readers may miss it or
misinterpret its importance.
Clarity is achieved when a reader interprets a message the
way the writer intended.

Conciseness
Avoid unnecessary explanations, wordiness,
repetition and jargon
We herewith have the pleasure of presenting you with the
outstanding conference and meeting possibilities of Bel Air
Hotel The Hague. Located in the heart of The Hague, the Bel
Air Hotel is ideally situated for a successful business meeting
You dont want your readers to think that Shakespeare dug
out of his grave and typed those mails himself!

Courtesy
Courtesy is only used by those who understand its
value.
Using the word please softens the tone of any
command.
Thank you not too expensive nor its too
difficult to write.
Write the way you would want people to speak
to you.

Completeness
Ensure all necessary details are included.
Dont hit the send button too soon. Take some time to reread your written work to ensure that you have included all
details.
Once documents are out, you cannot (most of the times)
take it back and amend.
The most effective messages do not ask the reader to
interpret the writers meaning.
Asking the reader to make assumptions can lead to costly,
embarrassing errors.

Correctness
Use correct grammar, spelling and punctuation
Sloppy or poorly written communications could
be perceived as a lack of commitment
This memo is to adress the lack of cmmitmen to produse
good business writing. The management do not tink its
funny. business writing is importent. Therefor, we want
everybody to attend a class on this!
Management

Writing in Digital Age

PERKS
Fast, convenient and easy
Dominant method of communicating in business.

Connectivity
Allows people in different places and different time zones to
communicate

Hassle Free
Doesnt require huge physical space for storing. Information
can be retrieved with just a click

Writing in Digital Age

CHALLENGES
World Wide Web circulation
Messages can be forwarded and sent to others
without your approval or knowledge (until its too
late)
Freedom of Speech
Allows people to say or write almost anything,
including damaging messages. Writing may leave
permanent impression, with different, lasting effect
on the readers.
Digital Footprint

Writing goes beyond

producing sentences and
paragraphs. In many ways
communicating through
writing is more complicated
because you are NOT there all
the time to explain what you
actually mean.

Can you tell what these mean?

@TEOTD
AAMOF
AFAIK
NALOPKT

IAC
IANAL
IC

GTSY

IDK

ROTFLOL

IHA

BWL

IIRC

FMTYEWTK

IOW

:-)
:-))
:-D
:-O
:-P
;-)
:-(
:-((

:-/
:">
:->
:-|
B-)
(:|
X-(

@TEOTD
AAMOF
AFAIK

At the end of the day

As a matter of fact
As far as I know

:-)
:-))
:-D

happy
very happy
big smile

NALOPKT

Not a lot of people know that

:-O

surprised

:-P

tongue sticking out

;-)

wink

:-(

sad

:-((

very sad

:-/
:">
:->
:-|
B-)
(:|
X-(

confused
embarrassed
vicious
undecided
wearing sunglasses
tired
angry

GTSY

Glad to see you

Rolling on the floor laughing out
ROTFLOL
loud
BWL
Burst with laughter
Far more than you ever wanted
FMTYEWTK
to know
IAC
In any case
IANAL
I am not a lawyer
IC
I see
IDK
I dont know
IHA
I hate acronyms
IIRC
If I remember correctly
IOW
In other words

Understanding the Writing

Process
WRITING
Adapt to your
audience
Ensure clarity
Manage your tone
Compose the
message

PLANNING
Analyse the situation
Gather Information
Select the right
medium
Organise information

COMPLETING
Revise the message
Proofread the message
Distribute the message

Compare these emails

Dear Linda
It has been wonderful to have
you with our company for 20
years. Your dedication and
enthusiasm has greatly inspired
all of us here at Cat Fish
Corporation.
We have identified your poor
performance in the last month to
be unacceptable. Although we
have promised you a 6 months
bonus, we are sad to inform you
that you are no longer needed.
Please clear your desk and
return the companys car and
mobile phone. You can pass it to

Dear Patrick
Further to our meeting on 2nd
January, I confirm that your
employment with Gold Fish
Corporation is terminated with
effect from 20 January 2010.
Please return all companys
belonging such as car, mobile
phone and laptop provided to
you during your service with us.
We thank you for all your hard
work and we genuinely wish you
luck for your future
undertakings.

Use simple English

Herewith

Undersigned
Refer to the above/ The
Hereinafter
above refers
Hitherto
Goodself/ Goodname
Hereby
Favourable reply
Abovementioned/
Pursuant to
Aforementioned
per
our
As
Appended below
teleconversation
Pertaining to
Soonest possible
For your kind attention Revert
Kindly/ Kindly review
Our/ Your Madam..
Telecon/
Teleconversation
Duly noted

Research has been conducted into the degree of

understanding of sentences of different lengths.

Number of words in
the sentence

Percentage of population
who will understand on
first reading

7-10

95%

15-20

75%

27 and more

4%

Mind Your Tone

Avoid Irritating Expressions

You did not see

It is not our
fault

You should
know
You have
ignored

You failed to
We must insist
Your humiliation is
unacceptable

You should not expect to

We take issue

Your neglect
Your failure to reply

Your complaint

Your refusal to cooperate

Writing@Work
SETTING THE RIGHT TONE
KEEP COOL

Use words carefully.

Wait

GREETING AND
CLOSING

Suitable and
appropriate
Hi, Hello (less
formal)- First Name
Dear (More formal)
Mr, Mrs, Ms- Last
name (family name)

PERSONAL
PRONOUNS

To make it personal

AVOID PASSIVE VOICE

Not clear and indirect

Focus on object
rather than doer
More bureaucratic

FOLLOW THE RIGHT

ORDER

Main points/ideas
Do not beat around
the bush

AVOID IRRITATING
EXPRESSIONS

You failed to
You should know
This is not our
fault
We must insist

Tips
1. Know what you want to say before you say it.
2. Keep it simple.
3. Use bullet points wherever possible
4. Spell check
5. Take 5 before hitting send
6. Dont reply or send email when you are
angry/upset

Tips Proofread, edit! Send.

Proofread for any grammatical errors
Check if recipient can understand your
intended message clearly
Get a third party to take a look at your writing
Correct any other errors (punctuations/
spelling/ structure/ choice of words/ etc)
BEFORE hitting send

Tasks
1. Identify the mistakes and rewrite the sentences in a
better way.

2. In pairs, write an inquiry/ reply email to a client related

to your work area.

MEMORANDUM
1. Emphasise the word MEMORANDUM
2. Insert the recipients name and designation
3. The senders name and designation
4. A reference (initial of sender and typist)
5. Date of issue

6. No salutation is necessary
7. Subject heading- clearly state the topic of the message
8. The body of the memo should be separated into
paragraphs, reaching a relevant conclusion and close.
9. No complimentary close is necessary
10. Leave space for signature (the senders name and
designation are at the top so it is not necessary to repeat
these details here)

To

All Staff and Interns

From

Ana Lucily, Executive Assistant to the President

Date

July 15, 2012

Subject Dishes in the Sink

It has come to our attention that there has been a pile of unwashed dishes that
accumulates in the sink by the end of each week. It has gotten so bad that washing
ones hands in the kitchen sink becomes an uncomfortable undertaking. Therefore,
we are introducing a new policy that mandates that employees wash their dishes as
soon as they are done with them, keeping the sink clear for other uses.

If you do not have the time to wash your lunch container or coffee mug, leave it
by your desk until you are ready to wash it. Even two or three dirty plates will
encourage every person thereafter to leave their unwashed, food stained
dishes and silverware in the sink. Conversely, studies have shown that when a
sink is empty, people are more likely to wash their dishes immediately.
Thank you for your cooperation!
Best,
Ana Lucily

Lets give a try

Request, Agree, Refuse

1. Modals (Request
a. May- more polite
b. Can- ability, permission
c. Could- Possibility, ability
d. Will- Present
e. Would- Past

To Agree:
1. Yes
2. Yes, of course
3. Certainly
4. Thats fine by me
5. OK
6. Definitely
7. Definitely

To Refuse:
1. Im sorry but
2. Im afraid
3. Id rather you didnt if you dont mind.
4. I dont think I can/have/ will...

1. Always identify yourself at the beginning of all calls.

2. Be sensitive to the tone of your voice
3. Think through exactly what you plan to say and discuss BEFORE you
place a call.
4. Do not allow interruptions to occur during conversations
5. Especially when leaving messages, speak clearly and slowly
6. Build the habit of always turning off your cell phone ringer when entering a
meeting, restaurant, theater, training class, or other place
7. Always speak into the telephone receiver with an even and low tone of
voice

Crossed lines

Transfer calls/ Put on hold

-

Be polite

- Ask if they would like to be transferred.

- Ask the caller for their number in case
you lose it later.
-Give the caller the name of the person to
whom you are transferring.

Taking Messages
1. The callers name and
company/department
2. The correct spelling of the callers name,
date and time of the call
3. Complete telephone number
4. Brief explanation for call.

Examples:

"Mr. Smith, can you please hold while I

retrieve your file?" {pause for a response}
"Thank you. I will be back in a minute."
{caller on hold}
"Thank you for holding Mr. Smith. I can
now help you...

Examples:
"Ms. Jones, I will check to see if Mr. Johnson
is available to take your call. Can you please
for a minute?" {pause for a response}
"Thank you. I will be right back." {caller on
hold}
"I'm sorry for the inconvenience. Mr. Johnson
is not available right now. May I have him call
you back?"

Problem callers

1. Listen
2. Emphatize- recognise/sensitive/share the
feelings of expressions.
3. Apologize
4. Solve the problem

Dont over-react to trigger words.

Callers will often try to push your buttons.
Listen completely to the complaint, allow the
caller to vent.
Only when they are finished should you
comment.
If the call is long-distance you might offer to
call them back to avoid phone charges.
This can have an immediate positive
impact.

Force yourself to focus on solving the

problem rather than internalizing the callers
attacks.
Dont blame anyone for the problem, no
matter who is at fault. Its counter productive
to resolving the issue.

Tasks

1) Taking a message
3) Inquiry call
4) Dealing with an angry caller

Loud and Clear

Pronunciation:

Get them right!!