TECHNICAL WRITING MODULE NO.
4
I.
LEARNING OBJECTIVE TOPIC
A. The importance of business
Illustrate the difference between communication communication
in business and communication in organization B. Types of Business Communication
C. Methods of Business
Interview a business manager or a supervisor Communication
(using means other than face to face) D. Communication in Organization
E. Formal and Informal Channels of
Compare and contrast personal and business Communication
letters F. Personal and Business Letters
G. Characteristics and elements of
business letters
A. DISCUSSION
The way we communicate with others is indeed a habitual part of us that we rarely recognize or even
think about it. This translates into business communication too. Organizations, after all aren’t faceless
entities but groups of real people.
Effective communication is the key to success in business. It affects processes, efficiency, and every
level of a company. Thus, business depends so much on it. It is how employees and management
interact to reach organizational goals. Its purpose is to improve organizational practices and reduce
errors.
Basically, business communication refers to how people communicate, whereas organizational
communication deals with whom to communicate. Understanding the requirements of good business
communication, developing good communication skill, and understanding the channels of
communication in your organization will ensure success in your career (Custodio et al., 2013).
Communication in business in business is a two-way process that follows the common communication
process of sending and receiving messages. However, business communication differs on the medium
for it uses paper, pen, typewriter, or computer to make the message tangible to the receiver.
The importance of business communication also lies in:
• Presenting option/new business ideas
• Making plans and proposals (business writing)
• Executing decisions
• Reaching agreements
• Sending and fulfilling orders
• Successful selling
• Effective meetings
All organized activity in a company relies on the process of business communication. This could be
anything from managerial communication to technical communication with the vendors
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Business communication is the process of sharing information between people within and outside a
company.
Types of Business Communication
First, we have the internal business communication which can:
• Upward communication: Any communication that comes from a subordinate to a manager. Or
from a person up the organizational hierarchy.
• Downward communication/Managerial communication: Anything that comes from a superior
to a subordinate.
• Lateral Communication/Technical communication: internal or cross-departmental
communication between co-workers
Then, there is the external business communication.
External communication is any messaging that leaves your office and internal staff. It
involves dealing with customers, vendors, or anything that impacts your brand.
You can sort all communication into four types of business communication.
1. Getting and receiving instructions both upward and downward. This includes an effective
delegation from one person to another. Most problems in business begin with unclear
communication in this area.
2. Sharing and discussing information, including sharing that goes on in meeting. When
communication fails in this area, it causes tasks to be done improperly or not at all.
3. Giving feedback, correction, and discipline to people who report to you so that they can
have the knowledge and the tools that they need to do their jobs better. Giving great,
actionable feedback is a key for anyone in a leadership position. Non-verbal communication and
body language also play a role here.
4. Problem-solving and decision-making meetings and discussions. These are considered
among the most important discussions for any organization. This involves higher critical thinking
and better communication technology.
Methods of Business Communication
When business communication happens in real world, it’s verbal or written. More often than not,
communication takes place either in person/face-to-face or remotely.
Neither of these are better or worse for your company on their own and entire ly depends on the
context.
Written communication is great for keeping a paper trail of decisions and actions made as well as
for putting together strategies and plans in place. Verbal interaction enable instant idea generation
and a more open flow of thoughts.
Communication in Organization
An organization is comprised of people who are committed to a common goal and are ready to
share information and resources in pursuit of a desired goal. (Rosales, et al., 2009). Communication
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in organization is relaying messages or information between or among people inside and outside an
organization.
There are several written documents needed to run an organization. Every single document has
one or more of the three basic functions of organizational writing which is to inform, to promote
goodwill, or to persuade.
To inform
Basic functions
Of
Communication
To persuade To promote goodwill
The following are internal and external documents needed in an organization
Internal documents Produced in One Organization
Document Description of document Purpose(s) of documents
Transmittal Memo accompanying Inform: persuade reader
documents, telling why it’s being to read document; build
forwarded to the receiver. image and goodwill
Monthly or Report summarizing profitability, Inform: build image and
quarterly report productivity, and problems goodwill(report is
during period. accurate, complete; writer
Used to plan activity for the next understands company)
month or quarter.
Performance Evaluation of an employee’s Inform: persuade
appraisal performance, with employee to improve
recommended areas for
improvement or
recommendation for promotion
Memo of Congratulations to employees Promote goodwill
congratulations who have won awards, been
promoted, or earned a
community recognition
External Documents Produced in One Organization
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Document Description of document Purpose(s) of documents
Quotation Letter giving price for a Inform: promote goodwill
specific product, fabrication, or (price is reasonable)
service
Claim/Adjustment Letter granting or denying a Inform: promote goodwill
customer request to be given
credit for defective goods
Annual report Report to stockholders Inform: persuade
summarizing financial stockholders to retain
information for the year stocks and others to buy;
build goodwill (company is a
good corporate citizen)
Thank you letter Letter to suppliers, customers, Promote goodwill
or other people who had
helped ‘individuals or the
company
Formal and Informal Channels of Communication
There are two basic structures that make up the communication channels of an organization:
1. Formal channel of communication follows the usual pattern of an organizational chart where
the superiors are classified from the subordinates through connecting the lines of
communication to every member of the organization.
2. Informal channel of communication follows an unstructured channel of communication where
lines and patterns of the organization are vague. This is sometimes referred as grapevine
because it usually relays more information than the formal communication through chismis or
rumor-mongering.
Personal and Business Letters
Despite the numerous changes on how people communicate, traditional letter writing remains the
best way to communicate among people.
There are two basic kinds of letter, the personal and the business letters. The different from each
other in terms of nature, purpose, scope, structure, formality, size and language.
Personal Letters
Personal letter is a written type of communication of an individual to another concerning personal or
family affairs rather than business matters. This kind of letter does not follow certain rules or
structures and uses a less formal wording or colloquial language. An example of a personal letter is
a birthday greeting given to someone whom we know personally who is celebrating his special day.
Personal letter maintains and develops personal relationships with people whom you consider a
friend or a family. This type of letter can be type-written or handwritten depending on the length of
the content.
Business letters
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Business letter is a formal type of written letter concerning business related issues and information.
This kind of letter must adhere to certain rules, restrictions, and formats and must use a formal
language. In addition, an effective business letter should sound like a person talking to another
person. An example of this issues an application letter written by an applicant who is interested in a
vacant job. This kind of letter must be neatly and meticulously written in order to build a good
impression to the reader.
Personal versus Business Letters
Please take note of the following comparisons:
Comparison Business letter Personal letter
1. Nature Impersonal and universal Personal
2. Purpose Exchanging various business Exchanging personal or
related-issues and family-related affairs and
information information
3. Scope Wide and contains various Limited and contains only
types of business information personal information
4. Structure Follows officially recognized Does not follow any
structure recognized structure
5. Formality Maintains formal rules and Informal
procedure
6. Size Generally concise in size and May be concise or larger in
avoid irrelevant matter size
7. Types Can be categorized Generally cannot be
differently categorized
8. Salutation Formal salutation Informal salutation
9. Language Should be easy and simple May be easy, poetic,
emotional, etc.
10. Copy Copy should always be Copy may or may not be
preserved preserved
11. Method Uses direct and persuasive Uses direct method only
method
Whether you are writing a personal or a business letter, the way you construct the message and the
way the receiver decodes the message are very important.
Techniques of Writing Business Letters
In order to have an effective business letter, be mindful of the following:
1. Write from the “you” attitude.
Every individual is interested primarily in himself and thus responds to a letter written from his
point of view. To test the effectiveness of your letter on this point, count the number of I’s and
You’s in your letter and then compare. A good letter should have a preponderance of You’s and
a minimum of I’s. But more than this, your letter should have the reader’s viewpoint in mind
throughout the text.
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Compare:
I : I was happy to hear that my letter of September 5 provided sufficient
information for the completion of the order for us.
You : Thank you for your assurance that you had sufficient information for the
completion of your order.
2. Accentuate the positive. Even a letter that has to say “No” can be written from a positive point of
view. Make it an absolute rule never to start or end your letter with a negative. Whenever
possible, avoid words with a negative connotation, such as argument, careless, complaint,
disagreeable, error, neglect, and unfair.
Compare:
Positive: Thank you for your order. The merchandise will go out to you as soon
as…
Negative: We regret to inform you that we will not be able to ship you your order
until…
3. Make your letters smile.
A business letter should leave a pleasant impression. Get a smile into your letter, a bit of your
personality, an atmosphere of good will. A sour letter, piqued attitude, complaining undertone, is
comparable to a surly manner in your conversation.
Some phrases have a built-in smile. Here are some friendly phrases that you can and should
use freely:
We shall be glad to…
It is a pleasure…
Thank you…
We appreciate very much…
With our compliments…
4. Make your copy live.
The reader should feel what you say. If possible create a visual experience. Let the reader see
himself doing something-running a machine, telling his friends about his triumphs, selling more
accounts, reinterpreted the same copy
Characteristics of a Business Letter
Business letter is one of the vital components in the success of business. To ensure
that we are writing an effective business letter, consider the “Ten Cs” letter writing.
1. Completeness
Refers to the inclusion of complete information. The business letter should answer the question
WHO, WHAT, WHEN, WHERE AND HOW to produce a good and complete business letter.
2. Correctness
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Refers to the correct grammar, punctuation, spacing, information, and structure. It also refers to
the correct format of a business letter.
To attain correctness, double check the spelling of the names, address letters properly, verify
numbers and amounts, always check the dictionary
3. Conciseness
Refers to being direct and brief without compromising the complete idea.
Example:
Instead of saying: Say:
At the present time Now
Prior to before
Pitch in Join to
Start from scratch Make new from nothing
Meet the deadline Complete the job
4. Coherence
Refers to the smooth flow of ideas in a business letter
5. Clarity
Refers to the readability of information which is easy to understand.
6. Concreteness
Refers to the use of specific words not general words.
Example:
Instead of saying: Say:
Return of investment profit
Market penetration successful selling
7. Courteousness
Refers to the politeness of the tone of the business letter. Showing positive approach is the key
for a successful communication I business.
8. Consideration
Refers to the use of professional tone to show respect to the reader of the
letter; the “You” attitude in writing a letter. Example:
Instead of saying:
We are glad to offer you the best services
Say:
You will be pleased to find must-try services in our branch near you
9. Consistency
Refers to the uniformity of the time and style of the writer.
10. Credibility – refers to the personality of the writer as himself which might reflect in his writings.
Elements of a Business Letter
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Because business letter is part of communication, it also follows the communication process. There
are three elements in the communication process that are also present in business writing.
1. The sender- the one who writes the letter. It is one of the protocols in business writing that the
receiver of the letter should be known by the sender. The complete name, position, as well as
the address of the receiver should be included in the letter. The sender or writer must be also
knowledgeable in basic grammar, punctuation, spelling, and mechanics skills so that he might
build a good impression to the receiver of the letter.
2. The message –is the reason that moves the sender to start the communication process. It
should be well-written, simple and understandable. It should be direct and persuasive and
should avoid including unnecessary information. It should be concise and complete so that
everything you want to say is included.
Sender Message
Receiver
3. The receiver-receives the letter and carefully decode the message of a business letter and
provide feedback that will complete the entire communication process.
REFERENCES:
1. Technical Writing – Erlinel A. Galang, et al
2. www.businessdictionary.com/definition/organization
3. Developing Basic Research and writing Skills – Esther L. Baraceros
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Activity 1 On Business and Organization
Name:________________________________Course/Yr/Sec.:_________________Score:____
1. Draw a picture showing the difference between communication in business and communication in
organization. Use the boxes below.
COMMUNICATION IN BUSINESS COMMUNICATION IN ORGANIZATION
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Activity 2
Name:_________________________Yr/Course/Sec:_______________SCORE:___
1. Interview a business manager or a supervisor. Write the name of the interviewee and list five (5)
tips on how they communicate with their employees, clients, and customers.
1.
2.
3.
4.
5.
2. Compare and contrast personal and business letters. Complete the Venn diagram below.
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