Written Communication

Dr Parul Singh
Conclusions (The Wiring Game)
• Communication is a two way street; both sender and
receiver need feedback on how they are doing
• Feedback must be immediate, frequent and specific
if it is to be valuable.
• Terms that are abstract, vague, undefined etc., will
lead to misunderstandings and will require
backtracking, undoing or modifying or cause errors
in communication.
Slide 2

Parul Singh
Conclusions (Contd.)
• Senders must put themselves in the shoes of the
receivers and anticipate the possibilities for
misunderstanding.
• Senders can know the degree to which their
communication efforts have succeeded or failed only
through feedback.

Slide 3

Parul Singh
From: A K Jain, GM To: All Employees

Sub: Abuse of copiers

It has recently been brought to my attention that many of the people who are employed
by this company have taken advantage of their positions by availing themselves the
copiers. More specifically, these machines are being used for other than company
business.

Obviously, such practice is contrary to Company policy and must cease and desist
immediately. I wish therefore to inform all concerned – those who have abused policy
or will be abusing it – that their behaviour cannot and will not be tolerated. Accordingly,
anyone in the future who is unable to control himself will have his employment
terminated.

If there are any questions about company policy, please feel free to contact this office.
Barriers to Communication
• Perceptual - Differences in perceptions
• Language/semantic - Message complexity
• Cultural - Differing status/region/class
• Physical - Physical distractions
• Emotional - Lack of trust, fear and suspicion
• Information overload
• Unethical communication
• Incorrect medium choice
 13.4

Formal Communication Channels

Downward
Horizontal

Upward
Informal Communication Channel

‘Grapevine’
Parul Singh Slide 7
Advantages of WC
• Clarity and Precision:
– Written messages allow careful crafting of content. Writers can choose the right words,
structure sentences, and organize information logically, resulting in clear and precise
communication. This reduces misunderstandings and misinterpretations.

• Permanent Record:
– Unlike verbal communication, written messages create a lasting record.

• Accessibility and Inclusivity:

– Written communication benefits individuals with hearing impairments or language barriers.
They can use translation tools or assistive technologies to understand written content,
promoting inclusivity.

• Time Flexibility:
– Written communication doesn’t require an immediate response. Both sender and receiver can
read, process, and respond at their convenience.

• Economical

• Personal Touch
Types of WC
• Emails
• Text messages
• Business letters
• Reports: Detailed documents presenting findings, analysis, or
recommendations.
• Proposals: Written plans for projects, products, or services.
• Memos: Internal office communication, often used for announcements or
updates.
• Training manuals: Guides for learning processes or procedures.
• Operating policies: Documents outlining rules and guidelines within an
organization.
• Newsletters: Regular publications with updates, news, or insights.
• Resumes: Summaries of qualifications for job applications
Purpose of Communication
• Inform
– “Farming provides most of the food that we eat. Our chief food
crops are cereals or grains. Cereals include maize, rice and wheat.”
– FYI only
• Persuade
– “Now your dream home is just a step away from being a reality.
Simply get an HSBC home loan and choose from a range of highly
flexible repayment options, based on your convenience.”

Slide
10
Audience Analysis
• Who are my audiences?
– Consumers who should buy my idea/product
• How much do they already know about the context?
• Is my proposal in their interests?
• What are their likely attitudes toward my proposal?
– Positive; neutral; hostile
• What is my relationship with them?
– Tell (inform); sell (persuade); consult (consensus); join in
(collaborating)
PAIBOC Model
• Purpose – what do you need to accomplish in this
message?
• Audience – who will be receiving this?
• Information – what is the content your message must
include?
• Benefits – what’s in it for your reader?
• Objections – address any objections your audience may
have to what you are saying
• Context – the situation involved in your communication;
physical vs virtual
7 C’s of Communication
7 C’s of Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1. Completeness
Please fax me in return the departures from Singapore
to Hong Kong on the 8th.

• Provide all necessary information

• Answer all questions asked.
• Add something additional, if necessary as footnotes.
• Answer all the ‘Wh’ questions.
2. Conciseness
at this point of time
OR
Now or at present

We hereby wish to let you know that our company is pleased with the confidence
you have reposed in us.
OR
We appreciate your confidence

• A concise message is complete without being wordy.

• Eliminate wordy expressions.
• Include only relevant material
• Avoid unnecessary repetitions
3. Consideration
I am delighted to announce that we will be extending our hours to make shopping more convenient.
OR
You will be able to shop evenings with the extended hours.

You failed to enclose your cheque in the envelope

OR
The cheque was not enclosed

• Focus on “you” instead of “I” and “we”

• Show audience benefit or interest in the receiver
• Emphasize positive, pleasant facts.
4. Concreteness
She’s a brain
OR
Her grade-point average in 2021 was 4.9 on a five-point scale.

• Being specific, definite and vivid rather than vague and

general.
• Use specific facts and figures.
• Use the active voice.

Grades of the students will be sent to you by the school

5. Clarity
• Use accurate and familiar words with proper intonation,
stresses and pauses.
• Use simple words and short sentences.
6. Courtesy
• Be sincerely tactful, thoughtful and appreciative.
• Use expressions that show respect. Use the right pitch and
tone.
• Do not forget to use respect, courtesy and common sense in
your communication.
7. Correctness
• Avoid making grammatical errors
• Use the right level of language - formal/informal/casual
Parul Singh Slide 23
Business Writing
Writing like public speaking ranks high on the fear list.
Writing provides a lasting impression
“Words fly away; writing remains”
More expectations from the audience when writing
The primary purpose of writing is to express and not to
impress
Analogy between the business principle of customer focus
and the writing principle of audience focus
Principles of Good Writing
• Have a clear purpose
• Be audience focused
• State your key message clearly
• Stay on topic
• Observe the 7 C’s of communication
• Use simple sentences
• Consider your deliver strategy
Active and Passive
The study was completed by the marketing director.
The marketing director completed the study.
Separate requisitions should be prepared by each
buyer.
Each buyer should prepare separate requisitions.
Passive Not Active
Emphasize on the ‘noun’
All the leading hotels in Singapore recommend our service.
Our restaurant has been recommended by all the leading
hotels in Singapore.
 Emphasize the ‘action’
The noise was heard all over the island.
To hide something or when tact is important.
An unfortunate mistake was made.
Use Right Tone
Tones:
Polite, friendly, firm, bossy, sarcastic, condescending, rude
Do not vent your anger in writing.
 You have deliberately failed to reply to my letter.
 We cannot do anything about your problem. Try calling the
plumber. (Abrupt)
 The problem would not have happened if you had connected
the wires properly in the first place. (too condescending)
 It’s not our fault that your curtains faded. You obviously didn’t
read the instructions about dry cleaning only. (too sarcastic)
TO: All Employees
FROM: Human Resource Dept.
DATE: 22nd March, 2024
SUBJECT: Holiday Policy

Because our employee committee suggested a more flexible holiday

policy, we have adopted several options. You may now choose either
Raksha Bandhan Day or Ganesh Chaturthi as a paid Holiday.

Previously, you could select one of these days as a restricted holiday.

Now you can select one as a paid holiday.

If you have questions about the policy changes, call Reena at 124.

Cc: Board of Directors

P.S. Enjoy your extra holiday!!
Memo – intra organisational
• Courtesy titles (Mr/Mrs/Ms) are usually not
included.
• Will not include a salutation and complimentary
close
• Usually signed or initialled depending upon the
procedure.
MEMORANDUM

TO Abhishek Rana, Branch Manager, Gurgaon

FROM Bimal Roy, Managing Director

REF. DH/LPO

DATE 22nd March, 2023

I will be taking Mr. Abhay Trivedi , our new Sales Director, to visit all our Northern
branches during week commencing 29 March’23.

Our visit to your branch will be on Monday, 29 March and we will expect to arrive at
1000 hrs.

Please arrange for a brief tour to be conducted in the morning followed by a meeting
with you. After lunch Mr. Trivedi would like to meet all the Sales staff.

Please confirm the above arrangements as soon as possible.

Bimal