Chapter
Written communication is the most
widely practiced form in the business
world. Various types of letters,
memos, and reports are used to send
information, to make and follow up
inquires.
Success in business depends on
effective written communication
skill.
In business communication the
efficiency, effectiveness etc can be
achieved by observing the rules of
good writing in business.
Writing particularly in
a business letter,
the language must be correct, the
sentence must be easily understandable,
the matter complete, the message clear
and the overall impression of confidence
must be shown.
As all these principles begin with “C” and are
seven in number, therefore known as “seven
C’s principles”. Observance of these
principles in writing effective business message
like letters, reports etc. is essential. These
principles are as follows:
1) Correctness
2) Conciseness
3) Clarity
4) Completeness
5) Concreteness
6) Consideration
7) Courteousness
It means accuracy of contents, from language
and expressions. In business letters or reports
correctness means.
A) Use of correct level of language
b) Inclusion of only accurate facts and figures
c) Maintenance of acceptable writing principle.
It is essential to use proper language in writing.
As language is the dress of thoughts. Those
words which have same spellings but different
meaning like firm, pool etc must be used with
great care.
Itmeans that message should be as brief
as possible. A concise message saves time,
the most valuable asset, of both the
sender and the receiver. Therefore, in
business the message should be in the
fewest possible words to save time and
money without scarifying any other
principle and must avoid unnecessary
repetition of words. Only relevant facts
and figures should be included in short
sentences and paragraphs.
Itmeans that business message should be
as clear in all respects. In business
writing, the message must be absolutely
clear to the reader, both in meaning and
spirit. Miscommunication must be
avoided at all costs as it is always loss
creating both in the terms of time and
money. Therefore, clear and
straightforward expression is a basic
requirement. Unclear message always
confuse the reader.
A) Choose words that are short,
familiar and easily understandable.
B) Make sentences and paragraphs
effective.
C) Make the message readable and
comprehensible.
D) Give examples, illustrations,
charts, graphs and other visual aids,
if necessary.
It means the business message should be complete
to get the desired result. The business message
must contain everything that will motivate the
reader to respond in a positive way.
A complete message help, the writer in several
ways. By giving all necessary information:
A) One can avoid legal problems.
b) It helps in avoiding inquires and further
correspondence in the same context.
c) It helps to achieve positive results.
a) The message should answer all the questions asked
in a serial order and explain all the ideas needed for
the message to be readable, acceptable and result
oriented.
b) Give some extra information if necessary.
c) Make sure to answer 5W’s such as who, what,
where, why and when.
For example:
While placing an order the writer should make clear
what he wants, when he needed, to whom and where,
it is to be sent and how the payment will be made.
It is the opposite of abstractness. In
business the writing should be
specific, definite and clear.
Concreteness in writing is essential
to achieve clarity. A vague and
general message misleads the reader
and cause miscommunication
The writer should use specific facts and
figures.
Put action in the verbs and the use of active
passive voice should be selective. Strong and
active words can make the sentence definite
and can be forceful.
when informing, motivating and persuading
the reader. Generally, Active voice is stronger
and the use of “you” is more personal and
appealing.
Should use clear and image building words.
Itrefers to “YOU” attitude understanding of
human nature, personal touch and sympathy
for the reader. While in business, the writer
should give full attention with consideration to
the reader.
In the business communication process the
receiver is the most important person,
therefore, his/her interest, benefit and
comprehension of the message is of great
value. This principle is linked with one of the
planning steps in business communication, i.e.
visualizing the reader/receiver.
The more consideration the writer gives to the
reader, the greater is the chance of positive
response
“Everyone gains where courtesy reigns”
is an old but wise saying. Courtesy is a
goodwill builder an hence it is the most
important part in written
communication then in oral discussion.
Courtesy and politeness are essential to
win customers. A rude person and a rude
message are liked by no one. No amount
of money or effort can promote goodwill
as courtesy can.
