Professional English: Writing a Business Letter or Memorandum, Apuntes de Idioma Inglés

¡Descarga Professional English: Writing a Business Letter or Memorandum y más Apuntes en PDF de Idioma Inglés solo en Docsity! Professional communication in English Professional communication: written, oral, visual, and digital communication within a workplace context. Study of information and the ways it is created. All about information in a conversation: • Erm, er, mmm… when you don´t know what to say • Something like…: vage language when we don´t know the exact expression. Vage language gives you time. • Noise: gives you time to understand. To avoid noise you use repetition or redundancy, you are more repetitive, because noise not let that information arrives to the receivers. • Other words: OK, yeah, chap… Informal words. • Fronting & omission of the verb. • And & but to connect things in a conversation. Those are special features for oral expression. The Business Letter A letter with which you want to accomplish something. Parts: 1. Letterhead: • Printed heading on stationary • Lends legitimacy to a business organization. • It influences the letter´s appearance. • Includes: company name, address, ZIP code. Sometimes: telephone/fax, e-mail Company name Add+ZIP code [telephone] [fax] [e-mail] 2. Return address: • Used in the absence of a letterhead. • Traditionally arranged in two ways: centred or aligned to the right. • It contains: 1 1Profesional English [Your name / company name] Street number & name City, state ZIP code, country [Telephone/e-mail add] Date (when we have letterhead Date comes after it. Name is not compulsory because you must sign the letter. 3. The date: • It is important as it gives information about the context in which the letter was written. • Typed 3-4 space lines below the sender’s address when there is a letterhead. • Contained within the return address when there is no letterhead. • 12/06/95 Brit: twelfth of June US: sixth of December • Write always “12 June 1995” or “6 December 1995” to avoid confusion. • Do not use –th, -nd… after the date. 4. Inside Address or Receiver: • It includes the name, title, and address of the addressee. • Be careful! Letter recipients are often irritated by misspelling or inaccuracies in their name or title and it might create unnecessary obstacles to your intended goal. • Information must be arranged from specific to general. 5. Salutation: • Your knowledge of the correspondent will affect the style of the salutation and the close. • If are unaware of the receiver´s name, address a job title. • If you do not know the intended receiver, use “To whom it may concern” • It is optional to use “ “, after Mr, Ms, Dr… 2 2Profesional English • It conveys thought added to a letter after it has been completed. • If a message is planned and well-organized, a postscripts would be not necessary (try to avoid them in very formal letters) • Thought it is not necessary, they often preceded by p.s. • They appear in the bottom of the letter, one or two spaces below the last line typed • In some occasions, we can find several postscripts worked as p.p.s., p.p.p.s… • P.P. • Used when you sign a letter on someone else´s behalf • Comes from Latin Per Procuratonem • It means: by the agent of, in place of, on behalf of… • You sign the letter and write pp next to the name of the sender • Second-page heading • Subsequent pages of a letter should be headed by heading containing the receiver´s name, page, number, and date • After the heading leave four spaces before resuming the letter • Make sure that the date is the same in all pages (even if they were typed in different days) Formats of Business Letters Full-Block style • Every line at the left margin including the salutation, close, and signature block. • The first line of a paragraph is lines up with the left margin • The date is usually arranged on the left margin, but sometimes it can be placed on the right side in order to create a more balanced appearance. • This format is the most extended nowadays. Modified Block style • The date is centred horizontally or begins at the right side of the page. • The close and the signature are aligned with the date • The first line of a paragraph is lined up with the left margin 5 5Profesional English • The receiver´s address may appear centred or aligned to the right • It is more visually attractive, more balanced Semi-Block, Unblocked or Traditional style • The first line of each paragraph is intended a few spaces (tabulaciones) • Date, close, and signature are aligned to the right like in Modified Block style • The receiver´s address may appear centred or aligned to the right Simplified style • Developed be the Administrative Management Society • Salutation and the close are omitted • A subject line in capitals opens the letter (omitting the word subject) • Signer´s name job title typed in capitals four blank lines below the last line of the body (signature directly above this) • The rest is presented as in the Full-Blocked style • Very impersonal Final considerations: • These four styles are the most common but not the only ones available • Sometimes, special formats are devised in order to catch the reader´s attention • Proper spacing adds much to the appearance of a letter making it more attractive Letter types Good-News and Neutral Letters • They transmit either good news or routine, neutral information to the reader • Easy to write because of the nature of the message, you are transmitting a nonthreatening and often pleasant • Typical situations: • You write to place an order • You receive an order which can be filled promptly • You are able to make an adjustment as request by the customer • You receive an application credit and you are able to grant it 6 6Profesional English • You receive a request for information and you are able to provide it • These letters should be arranged deductively: start with the main ideas, then present the secondary details, and finally close on a positive note. • It is very important to be direct and avoid keeping the reader in suspense. • After reading the first paragraph (or preferably the first sentence), the reader should know the main idea of the letter. • Parts: 1. Main idea: present it immediately, it will result in a shorter message and it will also elicit the good will of the reader. 2. Secondary details: they are usually explanatory. You should respond to any questions you have been asked and anticipate further queries. 3. Positive notes: be brief and direct in the positive note, its function is to close or complete the message. • The main difference between a good-news letter and neutral letter is found in the first paragraph. In good-news letters you begin with the good-news whereas in a neutral letter you begin with noncommittal information. • Placing orders: • In the absence of an order blank, good-news letters and neutral letters format should be used in placing orders • Indicate exactly what you are ordering, the instructions for shipping, and the manner in which you intend to pay. • Incomplete order letters are responsible for many delayed orders • Order letter guides: • Start with your main point. ‘Please send’ or ‘Please ship’ are appropriate openings. • Provide details: catalogue number, size, colour, price… if you omit them, further correspondence will be necessary (and it will result in a delay) • Indicate your payment plan • Indicate shipping instructions if you have a preference • Close with your expectations of an appropriate delivery date Particular topics of Good-news and Neutral letters: • Pre-printed acknowledging orders: • Whether a letter or a pre-printed postcard, it should be changed at regular intervals 7 7Profesional English • Even when the responsibly is unclear, many firms will assume it not wanting to lose a customer. Guide: • Indicate immediately that the adjustment is being granted wholeheartedly. • Play down the negative aspects by avoiding negative words. • Briefly explain the reason for the problem or imply describing the measures. • If the reader must take some action, indicate it specifically. • Look forward to future business in the close. • Requesting Routine Information: • You should state the request in the first sentence. • Next, provide whatever other details might be necessary but no more. • Last, point to the future by stating what you want the reader to do • The more specific the request, the more likely to elicit the desired response. Guide: • Make a specific request immediately • Ask other questions necessary to get the desired information • Avoid wordiness by asking direct questions • Make positive and appreciative reference to the action desired of the reader. • Granting Routine Request: • When you can answer yes to a request, you should do so enthusiastically • You should always see the readers as a potential customer • Your letters should instil a positive image of your form. Guide: • Say yes in the first sentence and do so wholeheartedly. • Express interest in the request. • Point toward the future. Bad news letters 10 10Profesional English • The strategy for a letter of refusal is to introduce the reader to read the entire letter and thereby understand the reasons for the refusal • If possible, the writer should point out how the reader may benefit from the refusal or, at least suggest an alternative. • It is a key factor to know the facts of the situation and develop a line of reasoning that the reader is likely to understand and accept. Steps in transmitting bad news: • Neutral comment: • There are certain steps to follow to ensure an effective bad-news letter: • Start with a neutral comment that indicates some form af agreement • Present an explanation in a positive manner • Convey the refusal • End on a positive note • Your opening comment should let the reader know the subject of the letter, but it should not imply either a yes or a no. • A neutral opening should indicate an area of agreement between writer and reader. • Several pitfalls should be avoided: • Don´t imply acceptance. If the reader is led to expect acceptance, the let- down will damage the relationship. • Don’t express pleasure in responding to the request, it suggest that you are enjoying the difficulties of the customer. • Don’t begin too far from the subject of the letter. • Don’t signal a rejection. Do not begin a sentence with such words as however, although, or but. The use of these words is a signal to the reader that rejection is coming. • Don’t use negative words in the opening statement. Won’t, can’t and unable are the kind of words that suggest some of disagreement. • Explanation: • The reader will be interested enough to continue reading the in your neutral statement. letter if you have succeeded • An explanation of the reasons for the refusal should precede the actual denial of the request. • Understanding does not guarantee acceptance, but acceptance seldom occur without understanding. 11 11Profesional English • Several pitfalls should be avoided: • Don’t be overly apologetic. Assuming that the refusal is based on good reasons, an apology is unnecessary. • Don’t use company policy as a reason of refusing a request. Acceptance is more likely to occur if the writer explains specific reasons. • Don’t talk down to the reader. “Our experience has thought us” sounds like a parent addressing a child. • Don’t be so brief or so general that the relationship between the explanation and the problem is unclear. • Refusal • In this part the writer gets to the heart of the matter, the actual refusal. • Many refusals do not need to be stated directly since they can be easily implied: “ we need a person who has had actual supervisory experience” is better than “You do not meet our requirement” • Pitfalls that should be avoided: • Don’t give any more emphasis to the refusal than in absolutely necessary • Don’t structure the letter so that the refusal stands out. The refusal should not call attention to itself. • Don’t make a direct negative statement of refusal. Telling “since you forgot to oil the motor, we are unable to give you a refund” is accusatory, “We would refund the purchase price if maintenance instructions had been followed” is preferable. • Don’t use the active voice in standing the rejection, passive voice is less personal and does not call undue attention to the refusal. • Positive ending: • The letter should leave the reader favourably disposed toward the writer (and the business) • The writer should try to regain some of the goodwill that was lost. • You may be able to offer an alternative or a constructive suggestion of some sort. • At the close of the letter the reader should be left aware of the concern rather than of the refusal. • To end on a positive note, avoid these pitfalls: • Don’t bring the refusal up again. • Don’t apologize for the refusal; an apology will merely remind the reader of the refusal. 12 12Profesional English • Whether blatant subtle, persuasion plays an important role in business communication. • Whenever you seek to persuade someone, there are four steps you should follow: • Get the reader’s attention • Stimulate the reader’s interest. • Awaken a desire in the reader. • Encourage the reader to take specific action. Memoranda & short reports 1- The memorandum • A memorandum is a message written for use within the organization (internal communication) • Within large organizations there is a great need for their various parts to keep in touch with each other. • Uses: convey information within departments or branches at a large company • Advantages of the memorandum: • Provides a written record that can be used as future reference • Is suitable for transmitting complex information • Can reach many persons simultaneously • A memorandum is an accurate memory-jogger of specific instructions such as individual responsibilities or deadlines. • Even if they are a form of informal internal communication, the impression you make on your co-workers can be partially determined by your memoranda. • The memorandum is intended to ensure consistency in internal communication, to develop a standard essay to recognize which quickens internal correspondence. • In order to guarantee that consistency, memoranda should follow a particular format in which the information is conveyed always in the same way. • The basic elements of any memorandum heading are: • Recipient (To) – Name + job title (+department + organization + address) • Sender (From) – Name + job title (+ department + organization + address) • Date 15 15Profesional English • Subject • When the memo is sent within your own company, addresses are usually omitted. • When the memo is sent to another branch or even to another company, it is common to use you company’s letterhead (if any of the abovementioned information appears in the letterhead, then it is not repeated). • Subject date frame the memorandum and define its purpose. • By providing a specific format, a company ensures that certain type of information always appears in the same place in memoranda. • Uniformity in the arrangement of memoranda makes them easier to comprehend. • Memoranda vary considerably in length, but they must conform the principles of affective writing applied to letters. • Memoranda are prepared for many different purposes. Among those routine memorandum reports, the most common are: • Requesting information • Giving instructions • Serve as covers for other messages • Making announcements. • The most common method of organization inside a memorandum requesting information is the following: • State the key idea • Present the related details • Remind the reader of the request and provide additional specific information. • The effectiveness of a memo is determined by the clarity and reasonableness of its message. 2- Memorandum giving instructions: • When giving instructions you must try to cover the subject so that the reader will not have any unanswered questions. • Avoid overwriting or belabouring the obvious. • Convey instruction clearly so that the receiver/s of the message understands what they are expected to do. 3- Transmittal memorandum: • A memorandum of transmittal serves as a cover of another message. • Its purpose is to introduce the reader to a longer accompanying message. 16 16Profesional English • Sometimes an interpretation of at least a description of the main points of the accompanying message is offered to the reader. • Regardless of its length of brevity, the transmittal memorandum introduces something else. 4- Announcement memorandum. • Memoranda may be used to announce a great variety of matters of interest for the company’s workers such as personnel transfers, meetings, policy changes, or internal bulletins. • Some memoranda are disseminated widely within the company and others are sent to a selected few. • Nowadays, this kind of memorandum is sent via e-mail o the intended receivers within the company (normally to the company’s own e-mail client). Memoranda & Short Reports 2 Basic features of reports - Memoranda and short reports are intended for a variety of audiences: technical experts in the field as well as managers and other nonexperts. - The memo or report can be more accessible to all those readers by means of two features: • A Foreword and a summary at the beginning for managerial and nonspecialist readers. • Technical details/claims/conclusions followed by arguments supporting hem for specialist readers. • They are placed at the beginning of a memo or technical report to be accessible to the managerial or nonspecialist reader. • The foreword orients the reader and addresses a problem or issue important to the reader. • The summary provides a compact statement of results, conclusions, and recommendations to help managerial readers make decisions. • In this first part, the writer must write for a general, nonspecialist audience. Basic features of reports: 1- The foreword or introduction: 17 17Profesional English 3. Final reports or results reports: they provide the final results of a series of test, investigations, enquiries, etc. along the methods and criteria used to obtain those results. The Résumé or Curriculum Vitae • Analysing your background: • First, determine what kind of job you are seeking and ask yourself what information about you and your background would be most important to a prospective employer in the field you have chosen • Then decide what details to include in your resume and how you can most effectively present your qualifications • Try to be specific, including quantifiable answers. • Organizing your resume • There are several patterns that can be used effectively. The following categories are the most typical ones: • Heading (name, contact information) • Job Objective of Profile • Qualifications • Education • Employment Experience • Related skills and abilities • Honors and activities • References 1- Heading • It is placed at the top of your resume • The heading always includes your name, address, telephone number, and e-mail address. • Make sure your name stands out on the page • A centred heading usually works best. 2- Job objective of profile • Frames the material in a resume and helps the reader quickly understand your goal • If you decide to include this point, use a heading such as “Objective”, “Employment Objective”, “Career Profile”, or “Job Profile”. 20 20Profesional English • State your immediate goal and, if you know it, the direction that you hope your career will take • If you are sending out a resume blindly (not responding to a specific job posting), consider leaving off the objective as it could limit your options. 3- Qualifications: • Also called Summary Statement or Career Summary • It includes skills, achievements, experience, or personal qualities that make you especially well-suited for a position. • To capture a prospective employer’s attention you may use a headline that describes you such as “Award-Winning Senior Financial Analyst”. 4- Education • List your academic education from college(s) the degrees you received and the dates you received them, your major field(s) of study, and any academic honors you have earned. • List courses of independent work only if they are relevant to the work you seek. • You may also called attention to special achievements, awards, projects, programs, internships, or study abroad. 5- Employment Experience • The two common ways to organize it are: • Reverse chronological order (from your most-recent job backwards) • By category of professional experience (clustering similar types of jobs into sections under specific headlines). • Try to use the type of arrangement that could be more persuasive depending on each employment situation. • Follow these conventions in this section: • Include jobs or internships when they relate directly to the position you are seeking. • Include volunteer experiences undertaking and dynamism • For each job or experience list both the job and company name • Under each job or experience provide a concise description of your primary and secondary duties. • Focus as much as possible on your achievements in your work history. 6- Related skills and abilities 21 21Profesional English • Employers are interested in hiring applicants with a variety of skills or the ability to learn new ones fairly quickly • You might list in skills section items such as fluency in foreign languages, writing and editing abilities, specialized technical knowledge, equipment or mechanical training, computer skills, etc. 7- Honors and Activities • List your honors and unique activities near the end of your resume • Include student or community activities, professional or club memberships, awards receive, or works published. • You can use a heading such as “Activities”, “Honors”, “Professional Affiliations”, or “Publications and Memberships”. 8- References • Do not list your references on your resume. Instead, use the phrase “References available upon request” to signal the end of your resume. • You should have a separate list of references under the heading “References for (your name) and the names, affiliations, titles, and contact information for each of your references. • Of course, do not give anyone as a reference without first obtaining his or her permission Final remarks: Pay attention to the following guidelines when organizing your resume: • Consider first organizations that highlight yours strengths and fits goals. • Experiment to determine a layout and design that is attractive and uncluttered. • Be consistent: use the same date formats, punctuation, spacing, etc. • Proofread carefully, verify the accuracy of the information and have another person review it. • Use a high-quality printer and a high-grade paper. • Be truthful. The consequences of giving false information in your resume could be serious. 22 22Profesional English