ING182U-COMMUNICATION SKILLS AND ACADEMIC REPORTING II
Chapter 2: Essential Skills for Professional Communication
Introduction
Professional communication includes everything said, heard, written, and responded to actions that take place in or outside of the office, whether in person or online. Whatever type of professional work you do, you will most likely do some writing—much of it technical in nature. In this chapter, we will discuss Professional written communication, which requires skill and expertise.
Writing Text Messages
Texting has become a primary form of personal and professional communication for many of us due to its convenience, speed, and efficiency. For the same reasons, text messages are becoming more common in business.
It is an easy method to keep connected and is excellent for quick exchanges.
Texting is not appropriate for long or complex messages, and the audience should be carefully considered.
Let us cover when it is appropriate/inappropriate to write a text message.
When is it Appropriate to Send a Professional Text Message?
DO send a professional text message when you are required to deliver:
• Time-critical information • Staff updates throughout the company • Appointment verification, modifications, and notifications • Survey questionnaires and polls • Messages that are inspirational, stimulating, or complimentary
DO NOT send a text message when you are required to send:
• Updates on employment, such as employing or firing • Thank you notes • Personal data, such as the results of medical checks
See page 42 to review the Professional Text Message examples.
Writing e-Mails
Learning e-Mail structure and style norms will help you communicate your message to your audience professionally.
When to e-Mail Someone
e-Mail is generally useful for exchanging information and disseminating good or neutral news. It also raises an important question: What type of communication is best for real-time demands instead of tasks that can be completed in the near future? The solution is straightforward:
• Call the person if you must get something done within 30 minutes. • Text the person if you need things done within two hours. • If you want something done quickly, use Instant Message to the person. • E-Mail the person if you need something done within the next few days.
Types of e-Mail in the Workplace
In an organisation, there are two kinds of e-Mail;
• Request and Response e-Mails • Clarification e-Mails
Essential e-Mail Components
In general, every e-Mail, irrespective of its content, will have the same structure and basic elements. The essential elements of professional e-Mail writing are as follows: Your e-Mail address, subject line, opening, body, ending, sign off, signature/footer, let us take these one at a time.
e-Mail Address
Having a business e-Mail address that uses your company name allows customers to easily identify you, establishing your brand’s identity and building credibility across your e-Mail recipients.
Subject Lines
A decent subject line is brief, to the point, and summarises the e-Mail’s topic.
e-Mail Opening
It is critical to establish your key idea in no more than one or two paragraphs. If you express your request or inquiry clearly and your reader finds it relevant and engaging, they will continue reading your e-Mail. If you can persuade them to stay after this stage, they will almost always respond to your e-Mail.
Although picking a greeting can seem simple, you need to choose the right amount of formality. Contacting your boss with a request relating to work is different from e-Mailing a co-worker with whom you are friends to ask a quick inquiry.
e-Mail Body
The body of your e-Mail contains your primary message.
e-Mail Ending
You should finish your e-Mail with a courteous and succinct salutation after you have addressed all of your important points in the body. You can either encourage your receiver to contact you with further inquiries, wish them luck, or ask a question. It all depends on your e-Mail’s purpose.
e-Mail Sign-off
When closing your e-Mail, you should use an appropriate e-Mail sign-off. You may use different signoffs for each
occasion, such as “best regards,” “sincerely,” or “with love,” although you would not want to send the last one to your boss. Make sure your signoff is acceptable for the content of your e-Mail and the receiver.
e-Mail Samples
See page 51 to review e-Mail examples.
Developing a Good Writing Style for Business e-Mails
Select an Appropriate Tone
The amount of formality is determined by the kind of business document, the reader, and the purpose of the document. All of these elements should be considered before writing and selecting an acceptable tone for your work. Informal tone is personal, simple, and direct. Formal tone is emotionless and objective. Always be clear and straightforward in your tone.
Factors Affecting the Choice of Language
There are three aspects affecting our choice of language:
1. The message, 2. The type of professional document, and 3. The sender-receiver relationship.
Only use the Passive Voice When Absolutely Necessary
In an active voice phrase, an actor performs an action on a receiver: Ms Robinson called me. An actor acts on the receiver in a phrase written in the passive voice: I was called by Ms Robinson.
Write in a Clear and Concise Manner
• Use simple, everyday phrases and expressions. • Avoid jargon unless your reader is familiar • with it. • Remove needless words and idioms. • Get straight to the point.
Avoid Using ‘There is/are’ to Start a Sentence
There is” and “There are” empty phrases that contribute nothing to the meaning of a statement.
Verbs are Stronger than Nouns
Verbs are clearer and more understandable than nouns when expressing action. Avoid employing verbs with nominalisation (changing verbs to nouns, e.g., decide to decision, and refer to reference, etc.).
Writing Business Letters
A business letter is a formal document that is regularly sent between companies or from one company to its stakeholders, including customers, employees, and workers. People also use business letters for formal correspondence. They are often one or two pages long and printed on letterhead paper that represents the business or organisation.
A list of the most common kinds of letters as follows:
Transmittal Letters: When sending a report or another document to an external audience, include a cover letter that briefly describes the objective of the enclosed material and a quick synopsis.
Letters of Inquiry: You may wish to inquire about a firm or organisation, such as if they plan to hire in the near future or whether they finance grant requests from non-profit organisations. In this scenario, you would send an inquiry letter requesting further information.
Follow-up Letters: Send a thank-you note after asking someone for anything to show your appreciation for the time they spent to respond to your inquiry or review your application for a position. The thank-you letter to the interviewer for his or her time is crucial for demonstrating your professionalism and attention to detail if you have had a job interview.
Essential Parts of a Business Letter
To state clearly, a business letter has seven parts: the title, date, recipient’s address, greeting, body, complimentary lose, and signature.
Letterhead or Heading
Letterhead is typically used for professional business correspondence. On the letterhead are placed the company name, address, and contact information. It is also possible to build a letterhead that includes a person’s name and private contact information. Even though some people could decide without using a formal letterhead, a header that includes the sender’s information is typically necessary.
Date
The date is just the day the letter is delivered. The most common date format is June 21, 2022. Always include all four digits of the year and never shorten the month.
Address
This is the address of the recipient. If applicable, the recipient’s name and title should appear on the first line of the address block, followed by the recipient’s firm or business on the second. The third and fourth lines are reserved for the address.
Salutation
The most acceptable salute or greeting depends on the circumstances. When the recipient’s name or title is known, use “Dear Ms Angel:” “Dear Mr Doe:” or “Dear Sales Director:” are some examples. When a person’s name or title is unknown, say “To Whom It May Concern:” Always use a colon instead of a comma to end a business letter greeting.
Body
The body of a letter is the largest part and is divided into three sections: introduction, main content, and conclusion. The opening paragraph states the letter’s purpose. There are no length limits for the core material, which delivers all
relevant comprehensive information. The last paragraph summarises the information supplied, restates the letter’s aim, and either provides instructions or inquiries about follow-up contact.
Complimentary Close
A complimentary closure is a term or brief phrase that says “goodbye.” The most popular finishing phrase is “Sincerely.” Others are “Yours Faithfully,” “Yours truly,” and “Respectfully.” The complimenting closing can be formal or informal, depending on the giver and recipient’s connection.
Signature
In e-Mails, the signature is simply the sender’s name and title placed right after the complimenting closure. There should be enough space below the closing and above the written name and title for the sender to sign her name whether a letter is sent, faxed, or hand-delivered.
Guidelines for Writing Business Letters
As we have already stated, even though practically everything is done by e-Mail nowadays, business letters are not dead or completely out of style; hence, knowing how to write and format them properly is still useful.
The eight steps you should take while writing a business letter are listed on page 65.
Useful Phrases for Writing Business Letters
Salutation
A letter’s greeting is an important aspect. The appropriate salutation depends on whether you know the person to whom you are writing and how formal your connection is.
Starting Your Letter
Business letters often begin in one of two ways: they allude to a previous interaction, such as a phone conversation, meeting, or past postal communication; or they are the recipient’s initial point of contact.
Closing
The concluding greeting should be consistent with the opening salutation and general tone of the letter. Depending on the formality of the greeting, select one of the following closing sentences.
Writing CVs
A CV (curriculum vitae) is a concise summary of your education, credentials, abilities, and work experience that is typically used when applying for a job. Your CV is your first chance to show an employer what you are capable of. In general, most CVs follow a similar pattern. They begin with your name and contact information, then go to your education and employment experience. Then, they close with a few “skills” or “endorsements,” which are simply extra details that help your CV stand out.
3 Types of CV Formats
Depending on your industry, academic background, and experience, you can choose between 3 types of CV formats:
1. The Chronological CV 2. The Functional CV 3. The Hybrid CV
What to Include in a CV
• Contact details • Profile • Education • Work experience • Skills and achievements • Interests • References
How Long should a CV be?
A suitable entry-level curriculum vitae should be two to three pages long (CVs for mid-level professionals, especially in academia and medical research roles, may run longer). Employers do not have hard CV length requirements, but keeping your CV to two to three pages helps the hiring manager comprehend your expertise for the position they are looking for. You should strive to make your information clear, organised, brief, and relevant.
Some Useful Words and Phrases for CVs
You might think there is not much to include in your personal statement or CV because you have not yet taken your BAs, finished any work experience, joined a group, or served as a leader. However, everyone possesses a set of abilities that you employ regularly in daily life; these abilities are referred to as transferable skills. Every work function requires you to apply your everyday talents; a doctor or shop assistant, for instance, needs to be an excellent communicator. If you have not yet had the chance to work a part-time job or have any work experience, consider your strengths, your reputation among others, your accomplishments, and your passions. It is a good idea to utilise optimistic and passionate words, phrases, and comments.