Business Communication Part 1 - Hanoi College of Tourism

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+ Provide information (data and analysis) related to the problem to be solved

+ Provides relevant knowledge gathered from a broader field

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or related field.

+ Propose decisions based on information or knowledge.

+ Describe how the relevant action will be initiated and who will carry it out.

- Determine the content and structure of a report:

+ Title section

The title is a general summary of the report and should be consistent with the objective. It should give the reader an impression of the report's content. The title should not be too long, but a subtitle can be used to clarify the main title if necessary.

+ Summary

If the report is long, it is a good idea to include a summary at the beginning. This summary is a summary of the important points that are covered in the report. This is to help those in power or decision makers who do not have time to read the entire report to read the summary.

+ Introduction

The introduction is the main part of the report, providing context and stating the reason for writing the report. The introduction should include the objectives of the report; it should also reflect the broader purpose of the report, setting out the problem to be solved and outlining the contribution of the report to solving those problems.

+ Body

The body of the paper consists of several paragraphs or chapters. Typically, each paragraph or chapter, each section, will follow the scope of the report: data, analysis, and opinions or recommendations. The data in the body should be built in a logical order. Some main content may require additional information to strengthen the writer's argument, which can be included in the appendix.

+ Conclusion

The conclusion is a summary of the body of the paper, so no new information should be added to this section. The content of the conclusion must be coherently linked to the introduction, ensuring the logic of the report.

+ Appendix

This is the content of the information needed to illustrate the ideas stated in the body of the paper. The appendix is the section with the highest level of detail and sometimes

are only useful to those in genuine need or to specialists. They should be arranged and numbered in the order in which they are extracted from the main body of the report.

- Presentation

In the case of typing a report on a computer, the writer should present the form according to the following regulations: Use the same font system for the entire text; use bold and underline for titles, headings or specific words or important sentences that need to be emphasized; use italics for quotes; use black for all text in the report, while charts and illustrations are allowed to use other colors.

+ Text format:

The way the text is presented and formatted will make the report easier to read and more professional. The content of the text should be presented aesthetically.

+ Align the right and left margins with a distance of 3cm. In case the report must be bound with double-sided printing, it is recommended to use different left and right margins for convenience. For completely different pages, there must be a title. In addition to the title, the pages must be numbered.

+ Appropriate font size, font style, line spacing.

+ Align images and tables.

+ Use simple, suitable colors.

2.2.3.4. Letter writing skills

Letter, according to the definition in the Vietnamese Word and Language Dictionary by Professor Nguyen Lan, is a piece of paper sent by one person to another to express his or her opinion or feelings. Literally, it seems simple, but in business, especially for those who work in administration, letters are almost indispensable throughout the working process. Letters are an important part of written communication. Businesses can write letters to suppliers of goods and also receive letters from suppliers. Customers can write letters to businesses to find available information about goods, prices, quality, samples or orders for goods... Therefore, well-written letters will bring benefits to the company as well as to individuals participating in business activities.

a. Some basic content in a letter

- Header: Usually companies use pre-printed company letterhead to send letters. The header includes logo, company name, address, phone, fax, email,...

- Return address: If the letter does not have a letterhead, the sender's address must be included. This address must be placed above the date... month... year... section, but the sender's name should not be included because the name and position will be written at the end of the letter.

- Date... month... year...: Must clearly state the day, month, year. Do not just write in numbers because it is not formal and can easily lead to confusion between the two ways of writing letters in British and American style.

- Recipient address: The recipient address on the letter is also the address on the envelope. This address on the letter makes it more convenient to keep records. In addition, when using envelopes with windows, it is not necessary to write the address on the envelope.

- Note line: Only applicable when sending a letter to an entire company or an organization where the address on the letter does not have the recipient's name.

- Opening greeting: The opening greeting must be appropriate to the recipient. If it is a specific recipient, the full title and name must be stated in the address section above.

- Subject line: The subject of the email is stated immediately after the greeting. This helps the reader immediately see the problem that needs to be solved or the email will be forwarded immediately to the person concerned.

- The main part of the letter consists of 3 parts: Introduction, main paragraph and conclusion. The main paragraph can have more than one paragraph depending on each specific case. The writing method will be presented later.

- Closing greeting: Is a polite greeting, showing respect. The first letter of the greeting should be aligned with the first letter of the date... month... year... line.

- Company name: Placed on the next line of the closing salutation when the sender represents an organization.

- Signature, name and title of sender: The sender's name and title should be clearly written after signing.

- Reference abbreviations: Note only when abbreviations are used.

- Other recipients (copies) and attachments: Specifying the recipients of copies and attachments helps to reduce office administrative work, as the information is received more clearly.

- PS: Used when the issue raised is not related to the main content of the letter or arises after the letter is completed. This section should be used when absolutely necessary.

b. Some common mistakes when writing letters

Gary Blake (1995), a well-known letter writing expert, listed 10 mistakes that can be made when writing letters:

- Spelling errors;

- Grammatical errors;

- Wrong word usage;

- Writing is too long, with redundant sentences and paragraphs;

- Welcoming, polite;

- Some passages are too long;

- Write sentences that are too long;

- Inappropriate choice of words and forms of address;

- Inappropriate writing style;

- Poor layout and presentation.

Spelling mistakes are considered the lightest, but when you make this mistake, your partner will think that you are a person with low cultural level or a careless person.

Poor layout and presentation errors are considered the most serious because poor layout and organization of the letter make the reader misunderstand the writer's point of view and wishes, leading to failure or ineffectiveness of the letter's communication.

c. Some notes when writing an English letter

Some notes on opening and closing greetings to write a correct and good English letter.

- Notes on salutations

There are many salutations to start a letter, but choosing the right words for the situation and the recipient is very important. Common salutations to start a letter: Dear Bill, (Dear Bill,). You can call the recipient by their first name. In business letters, some people also call the recipient by their first name to create a friendly, trustworthy and sincere impression. However, some people think that writing like that is impolite. Therefore, you should be careful with the way you address the salutation.

+ Dear Ms. White, - this is the greeting at the beginning of a letter to a woman the writer does not know at all or does not know very well.

+ Dear Mr. Brown, - this is the greeting to start a letter to a man in general, regardless of whether he is married or not.

+ Dear Mrs. Green,/Dear Miss Black, - this is the greeting to start a letter to a woman you don't want to call Ms. (Married) then use Mrs, (unmarried) then use Miss.

+ Dear Professor Fill More; To whom it may concern - this is the opening greeting written when sending to an agency or organization and asking it to be forwarded to the relevant person.

+ Dear Sir or Madam - this greeting is written in cases where the writer does not know clearly whether the recipient is male or female and does not want to use “to whom it may concern”.

Note:

For letters to people of the same age, such as close friends, the writer does not need to be too formal and can omit “Dear”. The following words can be used, especially for emails rather than letters: Hello, (Hello,) Hello John, (Hello John,); Hi! /Hi, (Hello! /Hi,), Hi John! (Hello John!).

Common mistakes when writing a salutation: Dear Sir, (Dear Sir): This salutation gives the impression that the recipient is a man, which sounds gender-neutral. Therefore, instead, the writer should use Dear Sir or Madam or To whom it may concern, Dear Ms. Mary White, or Dear Mary White, (Dear Mary White,), the writer just needs to write Dear Ms. White or Dear Mary, without having to write the full name.

- Note about complementary closings

Some common closing greetings are: Yours truly; Yours sincerely; Yours; Sincerely; Very truly yours, (Sincerely,); Best wishes, (Best wishes,); Love, (Sincerely,); See you!/See ya! (See you again!); All for now, (Now I'll stop writing,); Write soon! (Please reply to the letter soon!); Good-bye for now, (Now I'll say goodbye,); Bye for now! (Now I'll say goodbye,); Later, (See you next time,); Bye-bye, (Goodbye,), Talk to you later, (Next time,)...

Note:

The opening and closing salutations must be appropriate, consistent with each other and consistent with the content of the letter in terms of style, formality or intimacy. Except for love letters, men will not write “Love” for the closing salutation, but women can use this salutation for people they have a good impression of or are close to. For business letters, very polite closing salutations are often used such as: Yours truly, /Yours sincerely, /Yours, /Sincerely, (Respectfully)...

In letters to friends, the above closing salutation is often unnecessary. In emails, many things are omitted. The following examples are written when you want the letter to sound more friendly, more personal, and more specific (However, you still have to sign your name below, if it is an email, you have to type your name):

+ Hoping to hear from you soon.

+ Look forward to seeing you next week.

+ I have to go to work now. I will write again.

I will write again).

+ That's all I have time to write now.

+ I'm too sleepy to write any more

again).

+ I'd better sign off now.

d. How to present business correspondence

To make a good first impression on the recipient, use good paper to write the letter. The layout of the letter should be balanced, the margin should be about 3cm (# 1.2 inches), the bottom of the letter should be 4cm - 5cm (# 1.5 to 2 inches). The content of the letter should be presented on one page.

How to present the cover letter:

- Title;

- Reply-to address: 1 line away from the subject line;

- Date: 1 line or more;

- Recipient address: 1 line or more;

- Note: space 1 line or more;

- Opening greeting: 1 line;

- Subject line: single line;

- Main part of the letter: each paragraph is spaced on one line;

- Closing greeting: 1 line;

- Signature: multiple lines depending on the size of the signature, usually 3-5

current;

- Sender's name and title: 1 line space;

- Reference abbreviations: 1 line space;

- Other recipients (copy): 1 line space;

- Attachments: 1 line space;

- PS: one line space.

e. Some common types of letters

- Letters with positive or neutral messages : These are letters that contain a

information that is favorable or neutral to the recipient. When this information is received, the recipient will more easily accept the content of the message. The message should be constructed in a direct way so that the recipient can immediately see the benefits of the message.

This type of message is commonly used to:

+ Research information about a product, service or person

there.

+ Approve a request or proposal from an individual or organization.

+ Announcement about planned sales or about a new product.

+ Used in internal communication to announce promotions, openings

expand operations, increase salary or increase allowances outside of salary,...

The main content of a letter when using direct writing for a positive or neutral message includes 4 parts:

Introduction:

+ Start by giving positive or neutral information;

+ Show optimism;

+ Establish harmony, coherence, and ease of understanding;

+ Use emphasis techniques;

+ Focus on the recipient's interests and benefits.

Explanation:

+ Provide relevant information;

+ Show objectivity;

+ Short, concise;

+ Be optimistic.

Action prompt (if needed):

+ Personalize requests;

+ Suggest some options (if appropriate);

+ Focus on quick action.

Conclusion:

+ Build goodwill;

+ Should be brief and concise;

+ Be optimistic and positive;

+ Express gratitude.

Skills in drafting letters with positive or neutral messages.

Analyzing the communication situation and determining the primary and secondary purposes of the message must be done before composing any message. Before composing a positive or neutral message, the writer must answer the following questions:

+ Which information is most convenient?

+ How will this information benefit the recipient?

+ What additional information should be provided to the recipient?

+ Is a persuasive call to action consistent with this message?

+ What friendly messages should be used in the closing to build goodwill?

Once the purpose and content of the message have been determined, the writer is ready to write a direct letter. Here are some things to note in each section of the direct letter outline:

Introduction

In direct mail, the writer should include positive or neutral information at the beginning of the memo or internal letter - the subject line or first paragraph of the message. Especially in internal letters or emails, the subject line can be used to express good news. At the same time, the positive information should be presented immediately; it should be optimistic, clear, using emphasis, and should focus on the recipient's benefit.

The first sentence of the first paragraph should contain information that is beneficial to the recipient. Only positive words should be used to explain the information. The opening paragraph should be brief but strong enough to attract the recipient's attention. The information conveyed should be clear and easy to understand so that the recipient knows what previous request, order, contract or transaction is being referred to. This information can be placed in a footnote.

Explanation

The footnote uses a direct style, providing additional information that has been mentioned in the introduction. This section is based on facts, so it needs to be presented objectively in short, concise language but ensures that it has all the details that the recipient needs. This section should also express optimism.

Action prompt (if needed)

In the call to action section, the writer attempts to persuade the reader to take a specific action. This section can be useful in many positive and neutral messages, but it is not always required.

Instances that should prompt action include: Letters confirming a post-payment, letters notifying students of their acceptance into a program, or messages approving a request.

Instances where action should not be prompted include: Letters of request and messages agreeing to speak at a meeting.

The call to action should follow the explanation. Depending on the length and type of message, this may be a separate paragraph or combined with the closing. The offer should be appropriate to the situation and, if possible and appropriate, should give the recipient several options. Use personification to convince the recipient that it is in their best interest to take immediate action.

Conclusion

Business Communication Part 1 - Hanoi College of Tourism - 10

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