Business Communication 101

Business Communication 101

Pitfalls of Business Writing……………………………………………………...3

Sentences………………………………………………………………………...7

Paragraphs……………………………………………………………………….10

Six Rules for the Comma………………………………………………………..11

Semicolon Pointers……………………………………………………………...12

Colon Pointers…………………………………………………………………..13

Apostrophe Pointers..…………………………………………………………...14

Parentheses……………………………………………………………………...15

Punctuation Exercise…………………………………………………………....16

Verbs…………………………………………………………………………….17

Adverbs………………………………………………………………………….18

Adjectives……………………………………………………………………….19

Prepositions……………………………………………………………………..20

Preposition Crossword…………………………………………………………..21

Nouns……………………………………………………………………………22

Pronouns………………………………………………………………………...23

Conjunctions………………………………………………………………….…25

Active Writing Exercise………………………………………………………...27

Parts of the Business Letter……………………………………………………..29

Example of a Business Letter…………………………………………………...32

The Seven “Cs” of Style………………………………………………………...33

Punctuation and Spelling Exercise……………………………………………...35

Revision in Business Writing…………………………………………………...36

Letter Editing Exercise……………………………………………………….…42

Ten Techniques for Effective Communication………………………………....43

Parts of a Business Letter Worksheet…………………………………………...44

E-mail……………………………………………………………………………45

Reflections………………………………………………………………………50

Resources………………………………………………………………………..51

Pitfalls of Business Writing

Too Many Words

Clichés

Too Many Big Words

Jargon

Vague Expressions

Condescending Statements

Sexist Language

Negative Expressions

Inattention to Detail

10. Inattention to the Reader

11. Lack of Commitment

Passive Construction

Too Many Words

One word is better than two
A good rule is to limit your sentences to fewer than 17 words.
Edit ruthlessly

Not: In this letter we have attempted to answer all of your

questions, and we hope that if you have any additional

questions whatsoever, you will not hesitate to contact

us.

But: If you have additional questions, please call us.

Cliches

Avoid fad words and trite phrases like “input,” “parameters,” “utilize,” “hopefully,” and “enclosed please find”.

Not: Enclosed please find the information per your request.

Hopefully, you can utilize our product to benefit your

company within the parameters of your computer’s

invoice processing. We appreciate your input.

But: We have enclosed the information you requested. Our

product will speed your computer’s invoice

processing. Thank you for your suggestions.

Too Many Big Words

Keep your writing simple: use “home” instead of “abode,” “face” instead of “visage,” “use” instead of “utilize”
Short words are better than long words
Try to be natural in your writing

Read your letters aloud after you write them; they should sound human and conversational

Not: Pursuant to our discussion, herewith we acknowledge

receipt of your correspondence as of the above date.

But: We received your letter on December 16 as we

discussed.

Jargon

Avoid unexplained terms like “facilitator” and “interface”

Not: Our facilitator will interface with the new

Communication systems network.

But: Our administrative assistant will operate the new

telephone system.

Vague Expressions

Be concise and specific

Not: The company’s negative cash flow position forced it to

resize its operations to the level of profitable market

opportunities.

But: The company lost money and had to lay off workers.

Condescending Statements

Write with warmth, as one human to another.

Not: We are certain you are concerned with saving money.

Of course, you will mail the enclosed card. We thank

you in advance.

But: If saving money is important to you, please mail the

enclosed card today. Thank you.

Sexist Language

Consider your reader (the salutation “Gentlemen” is outdated).
Traditionally, “he,” and “him” were neutral pronouns, yet there are alternatives you can use to avoid offending your reader
Use “he or she” sparingly

Not: An accountant must pass a difficult exam before he

can become CPA.

But: Accountants must pass a difficult exam before they can

become CPA’s.

or To become a CPA, an accountant must pass a difficult

exam.

Negative Expressions

Stress the positive
Instead of telling what you can’t do or don’t have, provide good news

Not: We’re sorry to tell you that we don’t carry XYZ

Software.

But: Since we no longer carry XYZ software, we are send-

ing you a list of distributors who do carry the

software.

9. Inattention to Detail

Triple check accuracy and quality
Reread for typos and misspelled words

Not: We hope we can accomodate your office supply and

stationary needs.

But: We hope we can accommodate your office supply and

stationery needs.

10. Inattention to the Reader

Write in the first person when appropriate
Write in the second person when possible
Remember to write from the reader’s perspective

Not: We would like to invite you to attend the conference.

But: You are invited to attend the conference.

Lack of Commitment

Take a stand
Omit qualifiers- “sort of,” “rather,” “quite,” “somewhat”

Not: We are quite pleased about our rather exciting word

processor.

But: We are pleased about our exciting line of word

processors.

Passive Construction

Use active verbs
The normal order of sentences is subject (performer of action), verb, and object (receiver of action). In passive construction, the order is reversed: the object is first, followed by a form of the verb “be” (am, is, are, was, were, been, being) before the main verb. The subject is last (usually preceded by the word “by”).

Passive: The check was signed by my boss.

The letter is being typed by the secretary.

He practices what has been learned. [“By him”

is implied.]

Active: My boss signed the check.

The secretary is typing the letter.

He practices what he has learned.

Active construction is almost always more direct, more economical, and more forceful than passive construction.

Sentences

Use declarative sentences to make statements of fact and opinion. Usually

such sentences follow the subject-verb word order, and they end with a period.

Use interrogative sentences to ask questions. Interrogative sentences usually

begin with a question word (who, which, were, when, why, and how) or with

a verb.

Use exclamatory sentences to make strong assertions or surprising

observations. Exclamatory sentences usually end with an exclamation mark.

Use imperative sentences to give directions or commands. Imperative

sentences usually begin with a verb and end with a period (although an

exclamation point is also occasionally possible).

Limit average sentence length to about 20 words for typical business and

technical writing.

Use a variety of sentence types and sentence lengths.

Strive to make all sentences direct.

Paragraphs

Limit paragraphs to a single topic or major idea.

Do not allow paragraphs to become too long.

Vary the length of your paragraphs.

Ensure that the opening sentence of every primary paragraph accurately reflects

the content of that paragraph and any following secondary paragraphs.

Organize paragraphs logically.

Use key words and other devices to ensure that paragraphs are coherent.

Emphasize the important ideas within a paragraph.

In traditional paragraphs, important ideas are emphasized by being placed in the

initial or topic sentence. The initial sentence is visually and logically the most

important sentence in a paragraph, so use it to capture the most important ideas.

Provide transitions between paragraphs.

Writers can set up transitions by previewing content. If you announce, for instance, that you will be discussing five topics and then list those topics, you have set up a progression that the reader will expect. As you move from topic to topic, the transitions will be automatic.

If appropriate, break up or replace paragraphs with lists.

Use a comma after a long introductory phrase.

After working all day at the office, I went home for dinner.

If the introductory phrase is short, forget the comma.

After work I went home for dinner.

Use the comma if the sentence would be confusing without it.

The day before, I borrowed her calculator.

When you’ve finished, your dinner is ready.

Use a comma to separate items in a series.

I need to pack my computer, calculator, business cards, and toothbrush.

Use a comma to separate two sentences that are joined by FANBOYS; for, and, nor, but ,or, yet ,so, (easy way to remember.)

He wanted the promotion, but he was afraid to ask his boss.

She liked her new job, and she respected her colleagues.

They may go to the park, or they may stay here.

The partners aren’t going to the retreat, nor are they happy about it.

Her assistant took a cab, for it was a long way to walk.

They waited until Friday, so it was too late to go.

I’d like to travel, yet I’m reluctant to change jobs.

Use a comma to set off nonessential elements in a sentence.

At the podium stood Frank, wearing a green tie.

The computer, which is in the hallway, is brand new.

Semicolon Pointers

The semicolon separates two independent clauses, but it keeps those two thoughts more tightly linked than a period can: “I type letters; he types bills.” Use a semicolon before and a comma after the following words if the words come between two independent clauses.

accordingly hence moreover similarly

also however namely still

besides likewise nevertheless then

consequently indeed nonetheless therefore

furthermore instead otherwise thus

I thought I had completed the project; consequently, I was surprised to hear about the additional work.

We have prepared your estimate; however, you should sign it by Friday.

The Managers’ retreat will be held in March; therefore, all business matters will be discussed then.

The new auto promotion will not start until Monday; nevertheless, all of the advertising posters should be put up today.

All of our branches are without power; nonetheless, they will need to continue to post by hand.

Colon Pointers

A colon is a tip-off to get ready for what’s next: a list, a long quotation, or an explanation. A colon separates independent clauses when the second clause explains or amplifies the first.

Fred was proud of his sister: she had been promoted to managing partner.

My new office contains the following items: a partner’s desk, a leather chair, and oak paneling.

There are two things to remember in a job interview: always arrive promptly and always dress appropriately.

Apostrophe Pointers

An apostrophe is used to form the possessive of nouns and some pronouns, and to mark the omission of letter(s) in a contraction.

If the noun is singular, add ‘s

I enjoyed Betty’s presentation.

Someone’s coat is in the lobby.

The same applies for singular nouns ending in “s” like James.

This is James’s new office.

If the noun is plural, add an apostrophe after the s:

Those are the clients’ files.

If the singular noun ends in “s” (like “Jones”), add “es” and an apostrophe to make it both plural and possessive.

Here is the Joneses’ tax information.

Parentheses

Parentheses enclose explanatory sentences within a paragraph.

Members may retain Credit Union membership until their account is closed. If a member no longer belongs to their original member group they may remain eligible for membership. (The above information can be found in the Branch Accounting Manual).

Parentheses enclose references, examples, ideas, and citations that are not part of the main thought of a sentence.

Our design accounts for all environmental factors that may affect sensitivity (smoke, terrain, weather, and physical damage).

Parentheses enclose numbers in a paragraph list.

The operational characteristics we will discuss below are (1) manning, (2) training, and (3) providing required support.

Parentheses enclose acronyms, abbreviations, definitions, and figures that have been written out.

As of September 1, 1999, Chex Systems began screening all inquiries through the Office of Foreign Assets Control (OFAC) in order to detect members that may have possible associations with countries, groups, organizations and individuals that the United States has sanctions against.

Punctuation Exercise

The executive watched the competition but the competition went ahead with the

takeover.

During our meeting she was genial but shrewd.

Today more women are becoming executives in corporations.

The job was difficult therefore he quit.

My suitcase contained files pencils books and paper.

We thought we would have to work late consequently we were happy to be home before dark.

My boss car was in the shop however she borrowed her husbands.

In preparation for the meeting Mr. Jones asked us to do three things set up the equipment dust the tables and empty the ashtrays.

We wanted to go to the partners meeting but we were unable to leave before the weekend.

Lois resumé arrived yesterday moreover she phoned for an interview next week.

Verbs

Verbs are the key action words in most sentences. They tell what the subject has done, is doing, or will be doing, and they indicate the subject’s relationship to the object or complement. Because verbs also signal time through their different tenses (forms), they are potentially the most important words in a sentence. For instance, varying only the verb in a sentence produces major shifts in the meaning:

She shows us her report.

She showed us her report.

She will show us her report.

She has shown us her report.

She had shown us her report.

She will have shown us her report.

She is showing us her report.

She was showing us her report.

She will be showing us her report.

These nine sentences only begin to illustrate all the possible verb forms.

Check a recent dictionary to determine the correct forms for any verb you are unsure of.

Vary your verb tenses to reflect the varying timing of events in your writing.

Ensure that your verbs agree with your subjects.

Use a subjunctive verb in if clauses to state a situation that is untrue, impossible, or highly unlikely. (Subjunctive verbs are special verb forms that signal recommendations or conditions contrary to fact.)

Use subjunctive verbs in sentences making strong recommendations or demands, or indicating necessity.

If I were the candidate, I would not agree to a debate.

If I were you, I would change banks.

Adverbs

Adverbs are modifiers that give the how, where, when, and extent of the action within a sentence. Most adverbs end in –ly, but some common adverbs do not: so, now, later, then, well, etc. Adverbs often modify the main verbs in sentences:

The engineer slowly prepared the design plan. (How?)

The supply ship moved close to the drilling platform. (Where?)

They later surveyed all participants in the research project. (When?)

The abdominal pain was clearly evident in all treatment groups. (Extent?)

Adverbs can also modify adjectives or other adverbs:

Their proposal was highly entertaining.

Costs were much lower than expected.

The well was so deep that its costs became prohibitive.

The board of directors cut costs more severely and more rapidly than we anticipated.

Place the adverbs only, almost, nearly, merely, and also as close as possible to the word they modify.

The bank examiners looked at only five accounts.

Not – The bank examiners only looked at five accounts.

Choose adverbs, not adjectives, to modify main verbs.

Adjectives

Adjectives describe or modify nouns or pronouns. They typically precede nouns or follow either verbs of sense (feel, look, sound, taste, smell) or linking verbs (be, seem, appear, become):

The slow process…(or The process is slow.)

Warm weather…(or The weather seems warm.)

The cautious superintendent…(or The superintendent became cautious.)

The news seemed bad. (not badly, which is an adverb)

Adjectives also tell which one, what kind, or how many people or things are being discussed.

Use adjectives, not adverbs, following verbs of sense (feel, look, sound, taste, smell) and linking verbs (be, seem, appear, become).

Use the comparative (-er/more) forms when comparing two people or things and the superlative (-est/most) forms when comparing more than two.

Avoid noun strings unless you are sure your readers know what each string means.

Arrange nouns used as adjectives in technical expressions so that the more general nouns are closest to the word they are modifying.

For the names of an organization or company modifying a noun, choose to use either a possessive form (with an apostrophe) or an unchanged descriptive form. Once you choose, stay with your choice throughout a document.

Prepositions

Prepositions are words that connect or relate nouns and pronouns to preceding words and phrases:

The engineer moved from his desk.

The plans for the new substation have yet to be completed.

The case against her became even more convincing.

There is truth in what you say.

The firm submitted a summary of the specifications.

The simple prepositions are at, by, in, on, down, from, off, out, through, to, up, for, of, and with. More complex, even phrasal, prepositions also exist: against, beneath, in front of, on top of, on board, according to, on account of, by means of, etc.

Although they number less than a hundred, prepositions are essential words in English. Most normal sentences contain one or more prepositions.

Try to avoid it, but do not be overly concerned if you end a sentence with a preposition.

Omit certain prepositions if you can do so without changing the meaning.

Distinguish between the prepositions between and among. Between usually refers to two things, while among refers to more than two things.

The judge divided the land between the two parties.

The judge divided the land among a dozen parties.

2
1
4 / 5 / 3 / 6
7
8
9 / 11
10
12
13

Across

He ran_____the door

She speaks highly____you

she's____school

____a friend

______the movie, we went for ice cream.

10.He went______the stairs
12. I am going___school
13. The baby slept ______the night /

Down

Sally is working______her goals

He lives______Dallas

The book was placed______the desk

I left____noon

11.go______God

Preposition Crossword