How can I write successfully at the Workplace

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How can I write successfully at the Workplace?

• Prepared by Ivy Lau
• English Language Teaching Unit
• ELTU, CUHK
• Materials adapted from ELT3112 Writing
  Effectively in CUHK

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Comment on the letter Dear Sir We got your
letter last week in which you complain that the
standard of our service is deteriorating. I
really dont know how you can say this, bearing
in mind that it is you who are always late in
paying your bills. This is extremely inconvenient
for us. You said that we are unwilling to devote
any time to our customers, but this is nonsense.
We devote a lot time to answering complaint
letters like yours! You also say that we
are always making mistakes with your deliveries,
and that you are dissatisfied with our
reliability. I do not know how you can say this
with the tiny number of orders you place with
us. So we think your complaints are on
unjustified grounds. Thank you for your
attention. Faithfully
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The 5 Cs in Business Writing

• Clarity
• Courtesy
• Conciseness
• Correctness
• Completeness

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Tip 1 Use the You approach

• In most cases, put the readers in the centre of
  the communication.
• Example
• I have replied your enquiry.
• Rewrite
• Your enquiry has been addressed accordingly.

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Tip 2 Sound positive and tactful,
not negative

• Its important not to offend your readers in the
  choice of tone.
• Example
• You have not made payment.
• Rewrite
• Your prompt payment will be highly appreciated.

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Tip 3 Sound respectful

• In writing for a business environment, it is
  important to be polite, not demanding nor
  sarcastic.
• Example
• Your negligence has caused a lot of inconvenience
  to us.
• Rewrite
• Your thoughtfulness over the incident would have
  minimized unnecessary loss to us.

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Fifteen Ways to Become a Better Business Writer

• 1. Keep in mind that your reader doesnt have
  much time (your text must be clear on first
  reading)
• 2. Know where you are going before you start
  writing (start with important points, then put
  them into an outline)
• 3. Dont make any spelling or grammatical errors
  (misspelled words and bad grammar make you look
  unprofessional)

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Fifteen Ways to Become a Better Business Writer

• 4. Be responsive to the needs of readers (before
  you write, find out what the reader expects,
  wants, and needs)
• 5. Be clear and specific (use simple words and
  expressions - they are clearer and easier to
  understand)
• 6. Try to use the present tense (use the present
  tense to add immediacy to your writing)

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Fifteen Ways to Become a Better Business Writer

• 7. Make your writing vigorous and direct (use
  active sentences - avoid the passive voice)
• 8. Use short sentences and paragraphs (short
  sentences and paragraphs are more inviting and
  more likely to be read)
• 9. Use personal pronouns (use I, We, and You in
  formal writing. They make your writing warm,
  inviting, and more natural)

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Fifteen Ways to Become a Better Business Writer

• 10. Avoid cliches and jargon (avoid cliches or
  outdated words and phrases such as, until such
  time as you can and use until you can. Also,
  avoid jargon or occupational lingo. Rather than,
  as per our conversation use when we spoke
  instead.)
• 11. Separate facts from opinion (determine what
  you know and what you think before you start
  writing)

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Fifteen Ways to Become a Better Business Writer

• 12. Use numbers with restraint (use numbers
  selectively to make your point. Put the rest in
  tables and exhibits)
• 13. Write the way you talk (write to others the
  way you would talk to them. Read your memo out
  loud - if you wouldnt talk that way, change it.)

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Fifteen Ways to Become a Better Business Writer

• 14. Never be content with your first effort
  (revising and editing are critical to good
  writing)
• 15. Make it perfect! (remember, if one detail in
  your memo is recognized as incorrect, your entire
  line of thinking may be suspect)

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Now Try to rewrite the letter of Slide 2
Good Luck!
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Suggested Rewrite Thank you for your letter on
XX March 20-- concerning our standard of
service. (company) is pleased to provide reliable
and efficient services to our valuable
customers. To facilitate the transaction
process, you are advised to settle the bills
within one month after your receive our products.
After that, we would regret to send you the
reminder on outstanding balance. However, if you
have any problems in handling the bills, please
dont hesitate to contact our Finance Department
on (tel. no) . Also, according to the agreed
guidelines, products may take up to 7 days for
making delivery arrangements. (company) has been
very successful in developing customer services
to meet the ever-changing needs. We value you as
a customer and hope that we can continue to serve
you better in future. Once again, thank you for
your continuous support. For further inquiries,
please contact (person) on (tel no). Sincerely