WRITTEN

COMMUNICATI
ON
Sizwe M Kalipinde
Skalipinde@mca.ac.mw
 Introduction

• Business communication is a form of deliberately planned communication.

• A message gives an image of an organization, hence important that you take your time to plan the message.

PLANNING A MESSAGE
• Planning is an important stage of any form of communication. The planning ensures that the communication
presents a message which is meaningful to the recipient/audience.

• Proper planning helps you to organize what you are going to say or write bearing in mind the needs, the
expectations and the abilities of the intended receiver of the message
 Key Elements To Consider When
Planning A Message
One common approach has 4 elements - PASS
• P – Purpose: Identifying purpose or objective for the communication

• A – Audience: Identifying/know who you are communicating with

• S – Structure: Identifying the organization of the material you wish to

communicate (order of the message)

• S – Style: Identifying the appropriate type of formality and the tone of the
voice you will use.
 The Importance of
Considering:
1. Purpose: Helps :-
 To focus your mind on what you have to communicate
 To consider the best way to send the message
 To accumulate or gather information you need for the message

2. Audience: Helps :-
 To know the level of knowledge of the receipt
 To know what they need to know
 To know the relationship with the receivers
 Continues…

3. Structure: Helps :-
 To know what to include in the introduction of the message
 To know what to include in the body of the message
 To know what to include in the conclusion of the message

4. Style: Helps :-
 To know the best words to use in the message
 To know the order of the words in the message
 Principles of Effective Business Written
Communication

Any written communication must have the following qualities which are called the 7C’s.

1. Completeness: Information must include all the facts the reader needs for you to achieve your purpose

2. Conciseness: Ensure that you present all the ideas in as few words as possible. Conciseness simply means
saying all that you want to say in the fewest possible words

#How to achieve conciseness:

(a) Omit trite expressions (deadwood)
(b) Avoid unnecessary repetition and wordy statements (saying the same thing more than
once)
 Continues…

3. Consideration: you should try to put yourself in the recipient’s place in

order to visualize the receiver’s needs, expectations, desires while at the
same time taking into account the interests of your organization.

4. Concreteness: Make sure that the message you write creates a vivid
picture in the receiver’s mind by using specific facts and figures. You should
avoid using vague ambiguous words
 Continues…

5. Clarity: When you write ensure that the reader should understand
what you are conveying.
The reader should interpret your words with the meaning similar to
the one you have in mind.
6. Courtesy: Avoiding expressions that may belittle, irritate or hurt
the reader.
7. Correctness: Correctness is accuracy.
After writing, you need to check your work in order to get rid of
errors in the figures and the facts
 FORMS OF WRITTEN
COMMUNICATION
These include:-
1. Memorandum
2. Notices
3. Business Letter
4. Reports
 MEMORANDA
 Memorandum is singular, whereas memoranda is plural,
meaning many memos. This is Latin, and it means an
informal written brief, note , record, reminder or a
summary used as a means of communication.
Memorandum is a brief or short note designed in a such
way that it can easily be remembered. The abbreviation
of memorandum is “ memo “ and memoranda is “memos”.
 Continues…
The memo operates within one’s organization Writing
someone else outside one’s firm is the domain of a letter.
The definition stresses on the brevity of the message as
well as its function to help recall or act upon the message.
However , a memo may be long at times depending on the
nature of the subject matter.
 COMPONENTS OF A MEMO
1 TO: ( the receiver of the message. )
2 FROM: ( the author of the message.)
3 REFERENCE: ( the identity of the memo. )
4 DATE: ( the day, the month, and the year when the memo
was issued)
5 SUBJECT: (the summary of the message)
6 THE MEMO’s MESSAGE
7 SIGNATURE FOLLOWED BY FULL NAMES
 SOME FUNCTIONS OF THE
MEMO
 To send unsolicited ideas or suggestions upwards.
 To instruct, exhort, inform, and advise downwards.
 To confirm, seek help or cooperation.
 To seek information, advice, and clarification.
 To amend information, advice and clarification.
 CHARACTERISTICS OF A
MEMO
 Memoranda are generally short and deal with one subject.
 The contents of memoranda are usually neutral and routine,
but can sometimes be sensitive and confidential.
 Unlike other forms of communication memos are written by:
 One individual to another
 One individual to a group
 A group to an individual
 THE TONE & STYLE OF THE
MEMO
The tone and the style of the memo will depend on or
affected by:
1. The context of the message
- crisis
- routine
-reprimand
- congratulations, etc
 Continues…
2 The status, personality, etc, of the recipient
- high/low position
-expert/layman
- high/low education
- rich/poor
- religious/pagan
-British/American
 Continues…
3 The nature of the message
- factual
- informational
- persuasive
- neutral/emotive
- soliciting, etc
 Continues…
4 The urgency of any action needed.
-crisis
-routine
-instructions for all staff
-deadlines, etc.
 MEMO SAMPLE

TO : _____________
FROM : _______________
REF : ______________
DATE : ______________
SUBJECT :__________________________
_______________________________________
_______________________________________
__________________________________________
____________
____________
 7 POINTS OF MEMO WRITING
EFFECTIVELY
1 Use a precise heading to help the reader understand what the memo is all
about.
2 Be brief and direct, but pleasant in tone.
3 Use short paragraphs.
4 Make technical and statistical information is presented clearly
5 State clearly what you want the reader to do.
6 Be polite.
7 Personal opinions should be distinguished from statements of fact.
THE END
 NOTICES
Definition
They are short impersonal written communication posted to notice
boards or strategic places in order to reach a large number of people.

Some of the Strategic places.

 company cafeterias
 Changing rooms
 Washing areas
 Continues…
Employees lounges
In recreation rooms
In elevators or lifts
Next to vending machines
Next to wall clocks
 Some messages of notices
 wedding and funeral announcements
 Approaching holidays
 Social gatherings
 Shift changes
 Transfer of staff
 Staff promotions
 Scheduled meetings, seminars, and workshops.
 Recognition of outstanding employees in performance.
 Continues…
Notices provide information in a concise and eye catching
way.
Although notices features are similar to that of adverts ,
their purposes are different.
Notices are designed to impart important messages, and
therefore they should adhere to the principles of
effective communication.
It is therefore to identify both the purpose and the target
audience of your communication.
 DESIGNING AN EFFECTIVE
NOTICE
Essential features of a notice
 Visibility: Use big font size on a large paper.
 Attractiveness: Use pictures, graphics and colour to
attract attention.
 Brevity: Present the message in as few words as possible.
 Clarity: Use a clear heading. This will ensure that the
notice will draw the attention of its intended recipient
 DESIGN REQUIREMENTS
The design of your notice comes after you have decided the
contents of your notice.
The design requirements are as follows:
a) Use of a simple message
 Use simple and direct vocabulary or words.
 Keep the message as short as possible.
 Avoid being offensive
 Observe grammatical rules
 Continues…
b) Use a clear font.
 It must be easy to read and attractively mounted.
 It must engage a reasonable font size.
 It must be easy to understand it.
 A billboard is a typical example of a notice
 Continues…
c) Use plenty of space.
 People should be able to read it from afar.
 Leave plenty of space between lines.
• Leave wide margins at both sides as well as at both the
top and the bottom of the notice board.
 Place important information e.g dates, places and times
on separate lines.
 Continues…
d) Highlight important words or phrases.
You can do this by:
 Using capital letters
 Underlining them
 Using different colours
 Placing lines under them
 Continues…
e) Use of illustrations
 Illustrations need to be fairly professional if they are to
be effective.
 Keep them simple
 Use them sparingly to stress only those which are the
most important points
 DISPLAY & SITING OF
NOTICES
Unless you display a notice properly, it may not achieve its intended purpose
Have notice boards therefore in good positions and arrange notices on them
clearly. The following points should help you:
 Position notice boards where relevant people will see them easily.
 They should be positioned around the eye level of a person of average height.
 They should be kept tidy.
 Divide the notice board according to different topics of the notices.
 Make someone responsible for clearing the notice boards regularly.
 Do not leave messages too long on notice boards.
 SAMPLE
NOTICE

ATTENTION: ALL MCA DEGREE CANDIDATES

MAKE SURE YOU PAY YOUR SCHOOL FEES

BEFORE THE MID SEMESTER

THE END
 BUSINESS LETTERS

• A business letter is a written medium of communication used

by people belonging to two different organisations.
• Inspite of electronic communication the business letter is still
used widely to make enquiries, confirm information, collect
outstanding debts, settling, advertising, complain and answer
complaints etc.
• The skills of letter writing, an appreciation of the displayed
letterhead and the letter layout are therefore essential to an
efficient letter writer.
 LAY-OUT OF BUSINESS
LETTERS
• Business letters have several features in common. These include:
a) Letterhead : It contains information that the recipient needs in
order to reply to the letter. It contains;
 Name of organization and its status
 Address for the organization
 Telephone, Fax, email address
b) Letter logos : The logo is a concise visual symbol of what the
organization does, the values it represents, how it sees itself and
wants to be seen. It is very often the same trademark .
 Continues…
c) References : Each letter will have to be precisely identified for filling
and retrieval purposes. The letter reference consists of the author’s and
text processors’ initials and paper file.
d) The recipient’s address : The recipient may be any of the following:
1 An organization
2 A designated’ individual: The Finance Officer
3 A named individual in particular: eg Mr G George : Invoice Clerk
e) Salutation : The opening greeting is conventionally paired with an
appropriate complimentary close to mark to the end of the letter
depending on the tone and degree of formality.
 Continues…
f) Subject heading : This gives a one-or-two word identification of the
main subject of the letter. It directs the reader to the matter eg
CLOSURE OF ABZ COLLEGE
g) Main body : The main body of the letter carries the content of the
letter. It is divided logically into paragraphs taking the form of blocked
or indented paragraphs with, perhaps, centred tables, separated by
double spacing. In most cases the paragraphs are divided into
introduction, body, and conclusion
h) Writer’s signature, name and designation : This is the writer’s
identity
 Continues…
i) Letter Content : This is where the full message is written
It is divided into three;
 Introduction – The opening paragraph puts the message into a
context, either by initiating an action, by responding to a received a
pvs mesg
 Main Body – Develops the issue(s) raised in the introduction. For
example the nature of the complaint may be described
 Conclusion - Provides a summary of the main points OR Emphasizes
the reason for writing the letter.
 COMMON TYPES OF
LETTERS
 Confirmation letters : A letter of confirmation follows up the conversation and ensures
both parties have a written statement of what was agreed. It can be useful for identifying
any misunderstandings early on and for copying to anyone else who needs to be aware of
the arrangements.
 Letters of acknowledgement : Letters of this kind are sent to acknowledge the receipt
of items or enquiries.
 Letters of enquiry : You may need to write letters to other firms to enquire about the
supply of particular
goods or services
 Complaint Letters : To rectify a complaint or issues a complaint
 Resignation Letters : To confirm a resignation from a post
 Application Letter : To apply for a post or for any services
 LAYOUT/FORMS/STYLES OF
LETTERS
1. Semi-blocked (First line indents) : The opening paragraph
traditionally begins at the left-hand margin. However, the
remaining paragraphs are all indented at their beginnings. One
address is inserted to the right margin

2. Block Layout (Full Block) : In the fully blocked format, every

paragraph begins at the left-hand margin. All addresses start
from left margin
 REPORTS

• What is a report?
- A business report is an orderly and objective communication
of factual information that serves a business purpose.

ORDERLY : It means the various section of the report are

presented using a specific arrangement.
OBJECTIVE : The facts should not be biased/the facts should
‘speak’ for themselves
 PURPOSE AND STYLE
• Purpose:
- The purpose of a report is to provide specialist, detailed information on
a particular issue or related series of issues. Reports are most often
produced, after research, to provide the information that senior
managers need to make a decision.
- It is an analysis of a situation characterised by clear, purposeful
research, a summary of the main findings and realistic
recommendations. However, a report can also be simply a statement of
activities, provided to inform others of what has been happening, as is
the case with a company's annual report to shareholders.
Main Purposes:
• Assist management in decision-making
• Provide a permanent record and be a source of reference.
• Provide information to interested parties
• Make your own views known
 Continues…
• Style :
- The style of a report is always formal and it should be as objective
as possible. That is to say, it should not contain opinions that are
not based on facts in the report. Prejudice or emotional responses
to the findings or research are inappropriate.
- One of the ways in which objectivity is seen to be employed is by
referring to the process, findings or recommendations in the third
person, hence, "I found out that" becomes "It became evident that"
 TYPES/CLASSIFICATION OF
REPORTS
• Regular and routine: These are reports which are submitted regularly. The
examples include: health and safety reports, maintenance reports, progress
reports, staff appraisal reports, sales reports, production targets reports, financial
reports and so on.
• Occasional reports. These reports are submitted when something unexpected
happens. For instance accident reports, disciplinary reports and so on.
• Periodic reports. These reports present an account of the activities of a task that
have taken place over a definite period of time i.e monthly, quarterly, annually.
• Progress reports. As the term suggests, the reports specify what job has been
done and what still remains to be done. Progress reports are often associated with
construction works and projects.