Business Communication Series 04/10

1. Business
Communication
Zaheer Qazi
Consultant English and Academic Quality
zaheer.qazi@gmail.com/ 0300-9475281

2. Business Emails
Zaheer Qazi/Areeb Khan
Consultant English and Academic Quality
zaheer.qazi@gmail.com/ 0300-9475281

3. Layout
1. Introduction
2. Objectives
3. The Do’s and the Don’ts
4. Document Design
5. Effective Email Rules
6. Email Structure
7. Email Netiquette
8. Habits of Effective Email Writers

4. Email
 E-mail (electronic-mail) is the least formal of the styles
of written business communication. It is generally used
for informal communication such as reminders,
questions, or when preferred by the recipient.
 Only recently it’s been acknowledged as a legal
document and used for serious, official, business
contracts etc.

5.  Setting a clear objective in formal communication
 DO’s and DON’T’s and effective tools for emailing
 Email etiquette and best practices
 Email structure and language

6.  Keep the message focused, readable, short and simple
 Use short sentences, appropriate words and active voice
 Remember all email is copyrighted by the original author
 Always compress or “zip” large files before sending
 Fill in the subject field a very brief, relevant description

7.  Write in standard professional English
 Use correct spelling and punctuation
 Use white space and you may use templates.
 Proofread & spell check, double check
 Identify yourself clearly especially to cold contacts
 Respond Promptly; immediate to maximum 24 hours

8.  Use more than 2 fonts, 2colors, or double emphasis
 TYPE IN ALL CAPITAL LETTERS
 Use sms/ chat language, e.g., Gr8, F9, GTG, CU, 
 Right URGENT and IMPORTANT in the subject
 Ever leave the “Subject” field blank
 Reply all unnecessarily or copy all in cc
 Forward jokes, chain letters or irrelevant stuff
 Give out passwords, pin-codes personal phone or information
 Use the “Return Receipt Requested” for every email

9. Effective email Messages
ABCDE
Accuracy
Brevity
Clarity
Design
Efficiency
CBT
Clear
Brief
Tactful
KISS
Keep
It
Short &
Simple

10. The 7 Habits of Effective email writers:
1. They begin with the end in mind
Be Purposeful… No reason? No communication!
2. They know themself, their audience & the required outcomes
Who’re you? Who’re you writing to? And why?
3. They write meaningful subject lines
That’s like a positive clear headline
4. They identify themselves
Even when they know you. Assertive but polite.
5. They keep the tools lie KISS, ABCDE & CBT in mind
6. They don’t assume privacy and write with respect & restraint
Write it, send it, and it’s gone (anywhere or everywhere)
7. They think before clicking to send it
Read & reread before you send. Justify what you’re sending

11. Subject
 Make the subject line clear, concise, and meaningful.
 It should summarize, not describe.
 Avoids one-word descriptions (e.g., Important, Help, or
Urgent).
 Bad Subject Line: “Re: Re: Re: Need to talk about
change”.
 Good Subject Line: “Important: Project Orion Timeline
Acceleration”..

12. Intro
 Clearly and concisely explain the purpose, question or
issue.
 One or two sentences at most - you will add the
necessary detail below.
 Avoid Emails that span more than one topic or request,
unless they are closely related or linked.

13. Body of the Email
 Be brief and begin with the most important points at the
top
 Use bullets and numbers and all rules of good writing
 Limit yourself to several bullet points or a few, short
paragraphs.
 Ensure you provide brief explanation of the five key
questions; What? When? Where? How? Why?
 State the response clearly beside “who” needs to do
“what”.
 Provide reasonable deadlines, necessary background or
supporting detail.

14. Closing/Sign-Off/Good-bye Think again :
 Use phrases or words conveying respect and formality
(e.g., “Sincerely,” “Best regards,” “Best”).
 Include signature lines that contain helpful contact
information.
 Follow institutional protocols for use of closings/sign-offs.

15. Sign Out!
Think again:
Is it really necessary, positive,
and beneficial?
Is emailing the best choice?
Decide and press SEND!

16. Language for:
 Opening and closing:
◦ Dear Adam/ Hi Sara/ Hello Ahmad
◦ This is to ___. / I’m writing to ____. / The management has___.
 Introduction:
◦ My name is Andy and I am the Regional Director Finance.
◦ This is Ali Khan from the HR Dept. of Ferguson's Inc.
 Making requests:
◦ Could you please___?/ Can you___?
◦ Do you mind if I ___?/ Please let me___.
◦ We’d like a ___ if you don’t mind.

17. Language for:
 Responding to requests
◦ Your requisition has been approved for___.
◦ We are sending a refund cheque following your___.
 Expressing concerns:
◦ This is to express our concern over the___
 Expressing regrets:
◦ We are sorry for___
◦ It is regretted that___

18. Language for:
 Reporting: describing, comparing, & concluding:
• The board decided that it would meet weekly now.
• The CEO has confirmed having resigned…
• A is a lot bigger than B. / A and B are not the same.
• You can’t compare A with B, as B is____.
• Finally___. / After all we’d like you to___/
• Nevertheless___. / In any case___.

19. All the best for your future..
Allah bless you…