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© Copyright 2000 Further Education National Consortium Version 01
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COPYRIGHT STATEMENT
Members
Membership is your annual licence to use our products which are produced for use by FENC members
only. The staff and students of member colleges are encouraged to utilise our materials in all practical
ways – to work on screen, print out, produce as many copies as required, modify, update, localise, cut and
paste into new formats, etc. Note: colleges must credit FENC in any new versions of our material and take
responsibility for obtaining permission of credited material as stated in the membership terms and
conditions.
Non-members
Non-members must obtain prior written consent of the Board of Trustees for the FENC before using our
®
materials in any way or format. No part of this quanta may be copied, reverse engineered, reproduced or
transmitted in any format without the prior written consent of the Board of Trustees for the FENC.
Warning
The unauthorised reproduction or transmission of this publication is an infringement of copyright and may
result in civil proceedings and a criminal prosecution.
EQUAL OPPORTUNITIES STATEMENT
The Further Education National Consortium (FENC) believes that discrimination and prejudice on the
grounds of ethnicity, gender, religion, marital status, sexual orientation and social class is incompatible
with the principle of Equal Opportunities.
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Objectives
By the end of this quantum you will be able to produce clear and
written communications as appropriate, produce professional
reports and prepare relevant notes and summaries.
WELCOME
Written communication encompasses all types of visual
representation, for example, memos, letters, reports and even
diagrams. It can use either physical or electronic media.
A manager needs to read a large amount of written material, which
involves an enormous amount of their time.
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They must learn to cope with this sheer volume of written material
by learning to eliminate some reading material by means of
discrimination.
Before reading any written material, managers should ask
themselves what contribution they can expect it to make towards
achieving their objectives. This will place them in a better position
to allocate a sensible amount of time to reading it.
Improving personal techniques, such as skim reading and speed
reading, will help the manager cope with the volume of written
communications.
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WRITTEN COMMUNICATION
The main advantage of written communication, particularly over oral
communication, is that it is permanent and less prone to misinterpretation. It
is possible to spend more time on composing a written communication,
allowing the author to think carefully about what requires communicating.
However, a disadvantage is that it takes longer to generate a written form
of communication than it does an oral one.
Everyone can write some text onto a piece of paper, but how meaningful is
it when read? You may have an idea of the information you wish to convey,
but there is the possibility of misinterpretation when not written clearly and
accurately. You should carefully consider your words and the manner of
their expression, in order to facilitate a good clear understanding of them by
the reader, and reduce the chance of misinterpretation.
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A great deal of business communication is excessively wordy, and many
documents, if carefully written, can frequently be reduced by one-third
without significant reduction in the quantity of information contained within.
Let's consider the many forms written communication can take, and the
relevant skills you need in order to achieve effective and clear
communiqués.
THE MEMORANDUM
One of the most common forms of written communication in business today
is the memorandum. The memorandum, or memo, is a form of
communication that is internal to the business. Its purpose is to convey
organisational information, generally in the form of a brief message.
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Activity 1
Consider some uses of a memorandum.
Click here to check your answers
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The usual format for writing memos requires short sentences, with limited
use of paragraphs, if any. The general style of a memorandum can be best
described as 'short and sweet'.
Memos can be either typed or hand-written. Today people will generally
type a memo, although some still prefer to hand-write them. Quite often, a
hand-written memo is more adequate and less time consuming than a
typed one. Some managers make the excuse that their hand writing is too
bad and difficult to read. In fact, a small amount of care when writing, and
less rushing, will help to overcome this.
Whether they are hand-written or typed, memos should generally be written
on letter headed paper. Most organisations have a company logo, often
found on the headed paper of their memos and business letters. The layout
is standard throughout the organisation, with minimal differences being kept
to the inclusion of the department name.
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The format of a memo consists of the following:
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the recipient's name
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the sender's name
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names of others who should receive a copy
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the date
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reference
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a brief description of the subject matter (title)
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the message (body of the text)
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Here is a sample memo:
&25325$7(#75$,1,1*#/,0,7('
MEMORANDUM
To:
From:
CC:
Date:
Mr. T. Thyme
Mr. A. Bell
Mr. L. Dupp
28th October 1998
Re:
Reservation of Facilities
Reference: TT/MB/1
I wish to reserve Training Room 6 on the 6th November 199- at 13:00
hours, for the duration of the afternoon.
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REPORTS
A written report can be either formal or informal in nature. Informal reports
are generally less structured and shorter than formal ones. Reports can be
either 'routine' or 'one-off'. People produce routine reports regularly as part
of their normal working practice, while one-off reports deal with non-routine
circumstances.
Activity 2
List some examples of 'routine' and 'one-off' reports.
Click here to check your answers
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When you are writing the report it is important to remember whom it is being
written for, and to use language and terminology that they will understand
readily, and with less chance of misinterpretation. As with all forms of
written communication, it is important to write reports clearly and concisely.
Try to ensure that your reports do not incorporate any of the barriers to
communication discussed previously.
Layout
This is especially important, particularly with formal reports which require
careful structuring in order to satisfy the need for clarity. It is also beneficial
to use a well-defined structure to reduce, and preferably avoid, the
possibility of repetition. If a report appears to ramble, however relevant its
content, its possibility of acceptance will be much lower than a clear and
well-argued report.
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A formal report with a sufficiently detailed and organised structure tells the
reader that there is a greater level of detail of information contained within.
This is a typical structure for a formal report:
xý
Title Page
xý
Amendment Record
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Distribution
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Glossary of Terms or Abbreviations
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Contents
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Summary
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Terms of Reference
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Introduction
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Facts Discovered
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Conclusions, Findings, Evaluations
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Recommendations
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Appendices
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References (Bibliography)
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Acknowledgements
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Index
This is not the only structure that a formal report may follow. However,
using a structure is an effective means for assembling ideas and data
logically.
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Section numbering and headings are an important and useful way to structure
your reports. Reports can be broken down into headings and sub-headings.
When preparing a report, use meaningful headings that are brief but
descriptive of the content of the associated section or paragraph. Unless
the report is very short, number the headings and paragraphs so that they
may be located quickly. It is good practice to include a table of contents at
the beginning of any report, and/or an index at the end to facilitate quick
location of text within the report.
Here's an example of a typical section numbering convention:
3.
Proposals for Cost Reduction
3.1
Proposal 1 – Hotel Accommodation
3.1.1 Definition
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Composing the Report
When you start writing a report, consider who the recipients are and
determine what information the report should convey. Try to adopt a style
that is clear and straightforward for the reader, avoiding unnecessary and
superfluous material.
INTERNAL PUBLICATIONS
An example of an internal publication is the company magazine or
newspaper. Their purpose is to communicate organisational information to
the personnel. They also communicate personal information, for example,
the performance of the company football team, retirements, weddings, etc.
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Another internal publication is a bulletin, which can communicate to the staff
the company's targets for the coming year, and its performance against the
previous year's targets.
INSTRUCTIONS
Instructions communicate information regarding operational procedures.
They tend to be written in the correct protocol to meet the relevant quality
standard.
Instruction communiqués may appear in the form of circulars, which are
circulated throughout the department or division, and contain information
regarding new procedures or instructions on operational requirements. They
can also contain organisational information, for example, cost codes for
particular tasks for time recording, or where to find new document formats.
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AGENDAS AND MINUTES OF MEETINGS
It is the responsibility of the chairperson of a meeting to prepare the
agenda, and issue this with the invitation to attend. The agenda contains
the order for conducting the meeting.
Below is an example of the content of an agenda.
xý
Apologies for absence
xý
Minutes of the previous meeting
xý
Progress report
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Matters arising
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Any other business
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Date and time of next meeting
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The minutes of the meeting are the responsibility of the secretary, usually
nominated by the chairperson. Minutes are records kept of business
meetings, which include discussions conducted during the meeting, and
any decisions made and actions appointed during the meeting. The
secretary keeps a record of the proceedings, and then prepares the formal
minutes of the meeting.
BUSINESS LETTERS
Business letters are important because the organisation must deal with
bodies and individuals outside the organisation. If it did not, it would have
no customers, and ultimately would not be able to survive.
External communication can involve a very diverse range of organisations.
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A high standard of communication through business letters is essential. The
letter will often be the initial contact between any external organisation or
person and your organisation. It will perform a public relations role to others
who have no experience of you, and could ultimately be used to judge the
organisation.
The presentation of a business letter should always be courteous, as this
will advertise a positive image of the organisation. The content of an
effective business letter should be A-B-C – Accurate, Brief and Clear.
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Layout
Business letter layout should contain the following:
xý
the printed letter heading
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the salutation
xý
the sender's name and
address
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title
xý
references
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the recipient's name and
address
xý
enclosures
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the date
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the author's signature
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If there is an absence of printed letter headed paper, the letter should
contain the sender's name and address in the top right hand corner of the
first page.
The recipient's name and address should appear at the top left hand
corner of the first page of the letter, alongside the date. It should always be
lower down the page than the sender's address.
Following the sender's name and address, on the right hand side of the
page, is the date of the letter. It is advisable to display the month fully to
avoid any confusion between the date and any reference which may shown
on the letter.
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The salutation often causes confusion. Letter-writers are unsure whether
the closure of the letter is 'Yours sincerely' or 'Yours faithfully'. I must
confess this is one aspect that I double check when I am writing letters.
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If the salutation is 'Dear Sir', 'Dear Sirs', or 'Dear Madam' the
correct closure is 'Yours faithfully'
xý
If the recipient is named in the salutation, for example, 'Dear
Arthur', the correct form of closure is 'Yours sincerely'
Below the salutation, and commonly located centrally on the page, is the
title of the letter. It is advisable to highlight the title, either by underlining it
or using bold text, so that the letter can be retrieved quickly in future by the
recipient. The title briefly indicates to the recipient the subject of the letter.
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After the letter closure will be the author's signature, preferably followed
by the name printed below. The printed name makes it clear who the
sender is, as the signature some people use can be rather difficult, nigh on
impossible in some instances, to read.
There are two references that should appear on a business letter, 'Your
Ref:' and 'Our Ref:' The use of references enables a link between various
correspondences on the same subject, and can be used to aid traceability.
On the following screen is an example of a business letter.
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Aberdaire & Son Ltd.
40 Albert Place
Carlisle
Cumbria
21st October 1998
George Watkiss
Watkiss Engineering Ltd.
Unit 12 Business Park
Carlisle
Cumbria
Dear George,
I would like to pay a visit next Tuesday, 27th October, to give a presentation
on our new range of components.
Could you please let me know if this is acceptable.
Yours sincerely
G.L. Aberdaire
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ELECTRONIC MAIL (E-MAIL)
Electronic mail is a system for communicating messages through the
electronic media, rather than the physical media. E-mail is used for many
types of communications, for example, memos, letters, instructions, notices,
even as an alternative to the fax.
Documents can be attached to an e-mail and sent to the recipient in their
entirety, at a fraction of the cost of posting them.
PRESS RELEASES
Another form of external written communication is the press release. This
can be used to inform the outside world of facts pertaining to the
organisation, for example the achievement of a major contract, the annual
accounts and profits statement, or activities in the local community.
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Attention to detail when preparing a press release is important, because
any misinterpretation is open to a large number of people. Information
misinterpreted publicly can be damaging to a company's reputation, and
can have adverse consequences on the organisation's future potential.
BROCHURES
Brochures communicate the company's products to potential customers.
The information within the brochure must be accurate, up to date and well
presented to facilitate possible orders.
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OTHER FORMS OF WRITTEN COMMUNICATION
Job Applications & CV's
When you apply for a job, it is very important that you communicate
effectively on the application form, the CV, and the letter of application. All
of these inform an organisation whether an applicant is worthy or not of
consideration for an interview. It is on this evidence that a prospective
employer will initially determine an applicant's suitability or unsuitability for
the position.
Clarity and conciseness are especially important here as excessively wordy
letters or CV's can often be a reason to dismiss an applicant during the
selection process, particularly with a large number of applicants.
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Most organisations design their own application forms rather than rely on a
letter of application, because they want certain information to be
communicated by all the applicants. A standard form is an efficient and
effective method of achieving this.
Activity 3
1ý
List some examples of internal and external written communications.
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2ý
How would you communicate company information to the team?
Click here to check your answers
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EFFECTIVE WRITING SKILLS
Skills that make writing effective include the use of style, tone, grammar
and spelling.
When preparing a communication, a writer should:
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write legibly
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use correct grammar to express ideas and information
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use vocabulary appropriately
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spell correctly
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be aware of the purpose of the message
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be aware of the use of style and tone
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be aware of the recipient
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ensure accuracy of the material
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edit material before issue
It is important to use paragraphs when writing. A paragraph is a distinct
division of written matter that consists of one or more sentences, and
typically deals with a single thought or topic.
Each change of topic should herald a new paragraph. Strive to keep
paragraphs to a manageable length. Long paragraphs make it difficult for
the reader to cope with large blocks of information.
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STYLE AND TONE
Style and tone are very important in writing. They depend on both the
intended reader and the message you want to convey.
The definition of style is 'a customary manner of representing printed
material, including usage, punctuation and spelling'. You can also think of
style as 'individually expressed in one's actions and tastes'.
The definition of tone is 'the pitch of a word or phrase'. Tone can also be
thought of as 'manner of expression'.
Organisations often have their own particular standard formats for the
layout and content of documents and reports, which you should follow,
wherever possible, when preparing a new document.
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However, the style and tone used depend on the message you're
conveying, and on the intended recipient. For example, if you were
preparing a report for senior management, you would use a more formal
style of writing than for a memo between peers.
GRAMMAR
A definition of grammar is 'a prescriptive set of rules setting forth the
standard of usage'. Its aim is to ensure that the arrangement of words in a
sentence conveys a single meaning.
A sentence should be complete and convey a question, a statement or a
command. Effective and accurate communication is lost if any ambiguity
exists within a sentence. A minor change in the grammar of a sentence can
alter the meaning completely.
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Consider the following sentence:
"No entry to men under twenty-five years of age and women."
This statement is ambiguous. It implies no entry to women as opposed to
no entry to anybody under the age of twenty-five. Modification to the
grammar of the sentence will make it clearer:
"No entry to persons under twenty-five years of age."
After leaving school, many of us begin to misuse the English language as
we forget the correct way to structure a sentence, its syntax, and proper
word formation.
A sentence is an independent grammatical unit that has a subject and a
predicate with a finite verb. The predicate is that part of the sentence,
including the verb, that expresses what the subject is or does.
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The content of a sentence can be formed using the eight constituents of
speech listed below:
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verbs
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nouns
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pronouns
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adjectives
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adverbs
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prepositions
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conjunctions
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interjections
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Verb
A Class of word that expresses existence, action or
occurrence, for example, "I am walking".
Noun
A Class of word that names a person, place, thing, quality, or
action, for example, 'office'.
Pronoun
Function as substitutes for nouns, used when a person or
place has already been mentioned in the text, for example,
'they'.
Adjective
Used to modify a noun by limiting, qualifying, or specifying, for
example, 'the small office'.
Adverb
Used to modify a verb, an adjective, or another adverb, for
example, "I am walking slowly".
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Preposition
A word placed before a noun indicating its relation to a verb,
an adjective, or another noun, for example, "I am walking on
the pavement".
Conjunction Joins words together, for example, "I am walking on the
pavement and whistling".
Interjection
Exclamations, such as "Ah!" – unlikely to appear in business
communications.
Most forms of written communication in business today are generated on
computers using word processor packages. Modern word processors have
a grammar checking feature, which is very useful to the modern author.
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Modern word processors, following completion of a grammar check, will
display various readability statistics. These generally compute readability
based on the average number of syllables per word and the average
number of words per sentence, and readability based on characters per
word and words per sentences.
PUNCTUATION
Punctuation is extremely important in writing. It is the use of standard marks
and signs to separate words into sentences, clauses, and phrases to clarify
meaning. It enables the provision of tone and expression to the written word.
People tend to read as if they were speaking. Thus, if there were no
punctuation marks within a sentence, they would not take a breath until the
end of the sentence. Punctuation provides pauses to enable the reader to
take a breath before continuing.
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The punctuation marks used in writing are as follows:
xý
comma
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colon
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semicolon
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brackets
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full stop
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dash
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apostrophe
xý
quotation marks
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Use these punctuation marks as follows:
Comma
To separate ideas, elements or clauses within a sentence
Colon
To introduce a quotation, explanation, example or series
Semicolon
To connect independent clauses, and indicate a close
relationship between the clauses
Full Stop
A period, to mark the end of a sentence
Dash
To indicate a break or omission
Apostrophe To indicate omission of a letter or letters from a word, the
possessive case, and the plurals of numbers, letters, and
abbreviations
Brackets
For providing additional information in the form of an aside
Quotation
Marks
To indicate directly reported speech. Single quotation marks
are used for titles
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SPELLING
Spelling is the use of letters to form words. More specifically, the term spelling
usually implies that the letters are used according to accepted conventions.
The apparent ignorance or deliberate non-observance of spelling conventions
reveals information about the writer. Because spelling conventions are
second nature to readers, variations are, in general, intrusive. Commonly
accepted spellings allow words to be recognisable.
Modern word processors have a spelling checker feature that employs an
electronic dictionary to check for misspellings in documents. A sophisticated
spelling checker can have a base dictionary of well over 100,000 words. It
can provide the user with the ability to create special-purpose dictionaries of
proper names, technical terms, and other word forms not included in the
main dictionary.
Click the Home Button to move on
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ACTIVITY 1 – ANSWERS
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xý
Issue instructions
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Recording facts
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Expressing opinions or points of view
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Requesting information
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Submitting a suggestion
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ACTIVITY 2 – ANSWERS
Routine
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Annual Report
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Sales Figures
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Progress Report
One-off
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Trial Report
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Research Study
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ACTIVITY 3 – ANSWERS
1
Internal
External
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Memorandums
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Business Letters
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Instructions
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Company Brochures
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Reports
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Press Releases
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Agendas
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Customer Questionnaires
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Minutes
xý
Invoices
xý
Circulars
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Notice Boards
xý
Suggestion Boxes
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2
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Team briefing sessions
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Question and answer communication sessions
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Informal lunch question and answer sessions with senior
management/Managing Director
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