PURPOSIVE COMMUNICATION

GROUP 2 – Written Report

Lessons Covered:
• Lesson 3 – Writing a Memorandum
• Lesson 4 – Business Letters

LESSON 3 : WRITING A MEMORANDUM

What is Memorandum?
A memorandum, often shortened to memo, is a written form of communication
used for conveying information within an organization. It serves as a formal record of
decisions, instructions, or updates. Memos typically follow a structured format,
including a heading with the date, recipient, and sender, followed by a clear and
concise subject line. The body of the memo presents the information in a direct and
organized manner, often using bullet points or numbered lists for clarity. Memos are
essential for maintaining transparency and accountability within a company, ensuring
that all relevant parties are informed. They can range from brief announcements to
detailed reports, depending on the purpose and audience.
The following parts and pointers In writing a memorandum:
1. Heading Segment
The heading segment of a memorandum is crucial for clarity and organization. It
acts as a signpost, guiding the reader through the memo’s content.
- “To:” Identifies the recipient(s) of the memo.
- “From:” Indicates the sender of the memo.
- “Date:” Specifies the date the memo was written.
- “Subject:” Provides a concise and descriptive summary of the memo’s
topic.
- A well-crafted heading helps recipients quickly understand the memo’s
focus. By clearly identifying the sender, recipient, date, and subject.

2. Purpose
The purpose section of a memorandum clearly states the reason for writing. It
outlines the objective of the memo. It informs the reader of the memo’s intent. It
sets the context for the information. It guides the reader’s understanding. It ensures
clarity and focus. It helps in efficient communication. It provides a concise summary
of the memo’s goal.
3. Details
The details section presents the core information. It expands on the memo’s
purpose. It provides facts and figures to support the message. It offers evidence to
back claims made. It clarifies the rationale behind the memo. It explains the actions
needed to follow through. It details the potential implications of the information. It
provides a comprehensive overview of the topic.
 4. Action
The action part outlines the next steps. It clarifies who is responsible. It details
the tasks to be done. It sets a deadline for completion. It ensures accountability for
actions. It promotes timely and efficient execution. It provides a clear direction for
follow-up. It ensures smooth and effective implementation.

Here are some office practices in writing a memo:

1. For convenience in reading, use numbered or bulleted lists rather than long
paragraphs.
2. Corporate organizations may have different formatting styles, so be flexible in
adapting to the conventions in your company.
3. Do not forget the signature of the sender.
4. A memorandum omits the inside address, salutation, and the complimentary
close found in a business letter.
5. Generally, memos follow the block paragraph pattern where all the internal
elements of the page are flush left.
6. Be flexible and consistent with the register of your language. You can write
using the first person (I, me, we, and us), second person (you), or the formal
third- person point of view pronouns (he, she, they, and them).

LESSON 4 : BUSINESS LETTERS

I. SPEAKING & WRITING
Reporter : Dexter Ilustre
Speaking
-Speech is instantaneous
-Oral messages can be answered with immediate feedback
-Speaking carries more information, including nonverbal cues
-It is impermanent
-If recorded, its content is difficult to retrieve or search
-No clear direction; you jump from one topic to another in one setting
-As more and more ideas are strung together, listener gets lost

Writing
-Writing is slower and more difficult, but a critical activity
-It requires equipment and materials; through technology, written messages become
cheaper
-It requires time and effort, so you get to manage them properly
-It is permanent; there is forever in writing
-It is always available for rechecking
-You get to organize your ideas
-More and more business communication is being conducted in writing
What this means is that letters are still a reliable and potent way of getting
someone’s message across. More importantly, most people retain only 25% of what
they hear. Aside from that, business letters serve as permanent records, written
contracts, and goodwill materials.

As good business writers, you must have two abilities:

1. Competence. According to linguist Stephen Krashen, “Competence” is our
deep, unconscious knowledge of language. We acquire it only through
unconsciously learning how a language sounds.
2. Performance. This refers to the conscious ability to actually produce
language through training. You may have written a lot in your student days but
not really written well. That is why you have to immerse yourself in the
workings of the language – from grammar to information design.

II. THE ANATOMY OF BUSINESS LETTER

THE ANATOMY OF A BUSINESS LETTER
1. Letterhead – This is where you place your company’s contact information
(name, address, phone number, email). It’s essential for the recipient to know
where the letter is coming from and how to get in touch with your company.

2. Dateline – Writing the date the letter was written helps maintain a record of
the correspondence for future reference. Always use a proper date format,
such as “November 21, 2023.”

3. Inside Address – Just below the date, you should list the recipient’s full
name, title, company name, and address. This ensures the letter is delivered
to the right person or department.
Example:
DR. ERWIN A. PILAPIL
Dean, College of Arts and Sciences
Cebu Technological University
R. Palma St., Cebu City 6000
- Always typed on the left and single spaced
- If one of the lines is very long, put half of it on the next line, indenting two or
three spaces.
- The recipient’s name (if stated) and the title are separated by a comma.
 Angel O. Pesirla, PostDoc. Lit/Span.

- If you are writing to more than one person, make a list of the names in
alphabetical order

Director Avelina R. Picardal

Dean Corazon B. Lubrio

- For persons with government positions, the following is used:

The President
Malacanang Palace
Manila

- If the letter is addressed to a department in a company, place the company

name on the first line and the department on the second.

Cebu Normal University

English Studies and Other Languages Department
Osmena Blvrd., Cebu City 6000, Philippines

- The following abbreviated titles:

Mr. (for a man)

Messrs. (for more than one man)
Mr. (for a married woman)
Mmes. (for more than one woman)
Ms. (mademoiselle)
Dr. (for male or female doctors who holds a degree in philosophy, law,
theology,
medicine, or education)
- Capitalization of all letters of the recipient’s name is optional. If the company
adheres to it, then by all means, follow.
4. Salutation – A polite and professional greeting sets the tone for the rest of the
letter.
Dear Sir:
Dear Sirs:
Dear Madam:
Dear Sir or Madam:
Dear Mr. James:

- Written below the address and with a space of one to two lines before the
body of the letter.
- When addressing a company or organization, use “Gentlemen” or “Ladies”,
“Mesdames,” or “Ladies and Gentlemen”
- If the addressee is unknown, use a polite description, such as Dear Alumnus
or Dear Voter

5. Body – This is the heart of your letter, where you convey the purpose,
request, or information you’re sharing. When writing the body, use clear and
concise language. Break up the text into paragraphs to make it easy to read
and follow.
Example:
a. State the reason for writing the letter: “We are writing to inform you
about a new software update for your system.”
b. Explain the content or request (details, benefits, instructions): “The
update includes improved security features and a more user-friendly
interface to streamline your business processes.”
c. Mention any further action or information needed: “Please find the
attached installation guide and let us know if you have any questions.”

6. Complimentary Close – To end a formal letter or email in a professional and

respectful way. This part is typed on double space below the body of the letter.

a. Formal Closings: Respectfully, Respectfully Yours, Very Respectfully

Yours
b. Informal Closings: Yours Truly, Truly Yours, Very Truly Yours, Sincerely,
Sincerely Yours, Very Sincerely Yours, Cordially, Cordially Yours, Very
Cordially Yours.
c. Personal and Friendly Closings: As ever, Best ever, Warm regards,

7. Signature Line – The signature block consists of the sender’s typed name,
the handwritten signature and the position in the firm. The handwritten
 signature should be between the complimentary close and the typed name
and title.

Narciso F. Willard, Manager

Product Distribution Department

- Four or more spaces should be left below the complimentary close for your
name and title.
- A courtesy title (Mr., Mrs., Miss, Ms.) may be included.
- Omit the name and title if they appear on the letterhead.
- Capitalization of all letters (all caps) of the sender’s name is optional.

8. Optional Parts – You can use any of these in combination depending on the
requirements of the letter.

a. Personal or Confidential Notation or the Addressee Notation : This

part is used for letters that have restricted readership or those that
must be handled in a special way.
Example:
Personal or Confidential
PLEASE FORWARD
COMPLICATED
- This is typed below the date but above the address of the person you are
writing to (recipient) or between the date line and the inside address. The
same notation should be put on the envelope.

b. Reference Line or Reference Number

Example:
Ref No: 99887/2016 (This is in a way the I.D. number of the letter for
reference purposes. Writing the reference code varies among companies
and organizations.)
- References indicate what the letter refers to (Your Ref.) and the
correspondence to refer to when replying (Our Ref.). When referring to an
order number or to a reference number used by you or your recipient, make
sure you quote all references accurately. It can be placed beneath the
dateline.
 c. Attention Line
Example:
College of Teacher Education
West Mactan Aerospace University
Basak, Lapu-Lapu City, Cebu, Philippines 6015

Attn: Dr. Giovanni Corpuz or

Attention: The Dean

d. Subject Line: This part lets the recipient know what the letter is all
about. It further helps indicate where to file the letter for future
reference.
Example:
Dear Dr. Padua
SUBJECT: Requisition of New Medical Equipment

Use the subject line to:

a) Provide a further reference;
b) Save introducing the subject in the first paragraph;
c) Immediately draw attention to the topic of the letter;
d) Allow the writer to refer to it throughout the letter; and
e) Quickly identify the purpose of the letter
If the message of the letter is negative, like refusals or rejections, state the
subject
line positively without being offensive.

e. Salutopening or Salutation Opening : This omits Dear but includes

the first few words of the opening paragraph along with the recipient’s
name.
After this line, the sentence continues a double space below as part of the
body of the letter, such as:
Congratulations, Mr. Daza!
Your promotion is well deserved

f. Stenographic Reference or Reference Initials: This part refers to

the initials of the sender and the typist. The sender’s initials are typed
 in capital letters, separated from the typist’s initials in lowercase by a
colon or a slash.

Example:
Truly Yours,
Clifford Gonazels III, Manager
Dumaguete City Branch

ARC/ fr

g. Enclosure Notation: is used for small enclosures (checks, folded

flyers, business cards) that are placed inside the folds of the letter. To
safeguard against overlooking them, include an enclosure line in your
letter.
It should be written this way:
Enc.: or Encl.: Resume (2 copies)

If there are a number of documents, they are listed:

Enclosures: Resume
Recommendation Letters

h. Copy Notation

Example: C.c. Ms. Ma. Lina Empuerto, Student Affairs Officer

- A courtesy copy (C.c.) is written when a copy of the letter is sent to people
other than the named recipient.
- A blind courtesy copy (b.c.c) is written on the copies themselves (not on the
top copy) if you do not want the named recipient to know that other people
have received copies.

i. Postscript: This note for additional attention which is usually put on

the left, two or three lines below the last line.
Example:
P.S Please don’t forget to submit the report on Friday this week.
III. PREPARING THE LETTER
First impressions last! Your letter speaks a lot about you and the company of
organization you represent. See to it that your letter is mechanically neat and
palatable to the taste of your reader. Here are a few things to note when preparing
the letter.
1. Stationery. The quality of the paper matters. For letters and reports,
use paper with a 25 percent cotton content. For memos and routine
documents, you can use a lighter-weight paper. The standard size for
business documents is 8 ½ by 11 inches Standard legal documents are
8 ½ by 14 inches. As to color, choose a stark white paper. You can use
neutral or corporate colors, such as gray or ivory for memos and
routine documents.

2. Customization. Since letters are usually external messages,

customizing the letter helps build a good professional character. Be
consistent in using the letterhead and preferred letter style and
punctuation pattern of your letter.

3. Appearance. Set a one-inch margin all around. Using word-processing

software, you can achieve this balance simply by defining the format
parameters. Vary the line length to make your document look more
personal and interesting. In terms of line spacing, freely adjust the
number of blank lines between elements (such as between the dateline
and the inside address) to ensure that a short document fills the page
vertically or that a longer document extends at least two lines of the
body onto the last page. Lastly, if you notice an error after printing a
document with your word processor, correct the mistake and reprint.
Avoid messy corrections on the final copy. It is an unpardonable crime
in letter writing.

4. Punctuation Style. There are two major punctuation styles in letter

writing. These are the open punctuation and the mixed punctuation
styles in punctuating the salutation and the complimentary close. In
open punctuation, no punctuation follows the salutation and the
complimentary close of the letter. In mixed punctuation, a colon
appears in the salutation and a comma at the end of the complimentary
close. Be consistent in choosing a punctuation style. Examples are
written below:

OPEN PUNCTUATION
Dear Rev. Fr. Augusto
 Sincerely

MIXED PUNCTUATION
Dear Rev. Fr. Augusto:

Sincerely,

5. Second-Page Heading. If the letter takes on another page, the second

page will indicate the name of the person and organization receiving
the letter. You can also indicate the page number and the date of the
letter. For example:

MS. IMELDA VILLACASTIN

December 8, 2017
Page 2

6. Letter Style. Companies usually adopt the full block, modified block,
and simplified letter styles. You can choose any one of these styles but
be consistent in doing so. The full block has all the parts flush left or
aligned along the left margin and paragraphs are not indented. In
modified block, the date, complimentary close and signature line are
flush right or aligned along the right margin while all the other parts are
flush left. In a simplified letter, the salutation and complimentary close
are omitted. Instead, a subject line, which is typed in all capital letters
below the inside address, replaces the salutation, and all the lines are
flush left.

7. Envelope Address. A properly addressed envelope should contain the

following details to ensure the best service from the post office and to
guarantee that the letter reaches the right person. Take note that the
order is from smallest division to the largest. Include the following
(Bovee, 2010):
a. Name of the recipient;
b. Department or division;

c. Company name;

d. Street address with number, suite number, floor number (if any),
apartment name;

e. City/district/province/town/and zip code.

f. Country (if sent to another country) or post office box number, if there
is no address.

Follow the guidelines in addressing the envelope (Baugh 1996):

a. Print or type information in capital letters and in black or dark ink;

 b. Double-space entries except for those with more than three lines.

c. Omit punctuation marks in the addressee’s title, in the initials of the

company’s name, in the street number, in the city or state line;

d. Leave two spaces between street address and suite or apartment

number, and between the city and province; two to five spaces
between the state and the city, and two to five spaces between the
state/province and zip code;

e. There should be 5/8” margin at the bottom and one inch at the left
and right margins of the envelope;

f. Use a No. 10 envelope for standard letter or choose to send your

letter in a large Manila paper envelope to keep it flat. Occasionally,
you may use a No. 6 ¾ envelope. To insert the letter, fold your
document in half and then in thirds. Specifically, fold the letter
horizontally, about 1/3 of the way up from the bottom, then fold the
upper third down from the top leaving an eighth of an inch
uncovered (Dagdag et al., 2011).

IV. MANAGE YOUR WRITING

Like any other business process or resource, writing can be managed.
Kenneth Davis (2010) offers a four-stage writing for 60-minutes with twelve steps.
These doable doses helps you think critically for the next step ahead. All you have to
do is to remind yourself that you are a writer, that writing can be managed, and it is
largely a matter of managing time. Applying this one-hour writing tactic will help you
save time, energy, and avoids “the writer’s block”, the writer’s block is the condition
of being unable to think of what to write or how to proceed with writing.

THE KENNETH DAVIS 60-MINUTE WRITING TACTIC

First stage – Planning (spend 20-mins)
1. Determine your reader – Define the community to which you and your
reader belong. Decide how you and your reader are alike and different in
personality, attitude, circumstances, and knowledge. More importantly, your
readers are your clients, so, be kind and considerate to their needs.

2. State your Purpose – Focus on the specific outcome you want, not the
means you will use to achieve it. Define your purpose.

For example: I am writing this sales letter to let my reader purchase the
 plagiarism-check software.

3. Collect the Data – Collect the information you will use in your writing by
checking for who, what, when, where, how, and why. You may use cause-and-
effect relationship as well or even conduct informal interviews or consultations
with peers, colleagues or mentors.

4. Organize the Data – Organize your information so that you can give it to
your reader in the most useful order. You can use mind maps or refer to basic
letter structures to guide you on what to say from beginning until the end of
your letter.

Second stage - Drafting (spend 5 mins )

5. Do it wrong the first time – Always remember that draft is only a prototype,
so you don’t have to make it perfect. Your aim is to capture your thoughts
based on your plan and encode in the linear structure of the language. Never
mind your grammar and punctuations at this point since it is still a draft. Do a
“quick and dirty draft” without editing.

Third stage - Break (spend 5 mins)

6. Take a break – Get away from your draft, even for only a few mins, and come
back with a fresh perspective: your reader’s perspective.

Fourth stage - Revising (spend 30 mins)

7. Check for transitions and cohesion – Use turn signals (like firstly, secondly,
on the other hand, furthermore, however) to guide your readers from sentence
to sentence. Make sure all your sentences relate to one another and that each
paragraph carries one idea only.

8. Say what you mean – Put the point of your sentences in the subjects and
verbs. Avoid nominalizations or padding and vary between active and passive
voice depending on the situation.

9. Pay by the word – Make your sentences economical, complete, and

concrete. In business, less means more.
Instead of : Many houses were lost to the hellish conflagration yesterday.
Your will write : A total of fifty houses were burned yesterday, March 5, at
Barangay Lapinid.
 10. Translate into English – Keep your words simple.
Instead of : Maria had the propensity to acquire a juvenile lamb.
You will write : Mary had a little lamb (Delos Reyes, 2010)

11. Finish the Job – Check your spelling, punctuation, and design elements,
such as typography, headings, balance, symmetry, and cleanliness.

12. Manage your writing – Evaluate the process you have just finished.

Thus, when we use the 12-step process, you will learn three things;
1. Writing is a process you can manage.
2. You should tackle writing jobs not all at once but in stages.
3. You should spend more time in the planning and revising stages than in the
drafting stage.

Remember
“A word after a word after a word is a power.”
Margaret Atwood

Which could possibly mean, when you put down one word after another, eventually
you wind up with something you can share, and when you accumulate those words
and they become books, speeches, scripts, they can have more power than you can
possibly imagine.

V. THE HIGH-FIVE OF WRITING

THE HIGH-FIVE OF WRITING
1. Purpose-Reader-Environment Transaction. Effective and successful writing
depends largely on your ability to employ to transact meaning through
knowing why you write (purpose), to whom you write (reader), and in what
context you deliver the message (environment).
Purpose Reader Context

Let your purpose guide Know that your readers Context dictates tone.
what you say and how are busy, so get to your So arrive at a relaxed
you say it. point. but professional tone
as if you’re speaking to
the recipient in person.
Plainly state the issue Use a tone appropriate Refer to the people by
you are addressing and to your audience name, use personal
 what you hope to pronouns and avoid
achieve fancy substitute for
everyday words.
Keep your goal in mind Emphasize the items Always use your best
most important to your judgement and a
readers. collegial tone even if
the content isn’t
positive
Know the genres of Choose and intelligent, Adopt a tone
business messages to non-specialist member appropriate to your
situate your objective of your audience to relationship with the
clearly. write for— or invent recipient.
one and focus writing
to that person.

2. Word Usage. Diction refers to the choice of words a writer uses to convey his
message in a language. Use the English language and the style that are right
for your business. Use simple words. Minimize the use of business idioms as
much as possible. Don’t use outdate approaches in using English. When in
doubt, check against an updated unbridged dictionary.

3. Readability. Your business letter should be readable. Use simple words

instead of high-browed words. Make every word work for you. Use words that
occupy less space. Reduce connecting phrases to single words.
Ex: Instead of: In order to decide, write to decide.
Where is the ingress and egress of this room, write– where are the entrance
and exit?
Utilize=use, likewise=also, oftentimes=often
The procedure is in the process of being reviewed, write– the procedure is
being reviewed
4. Text Graphics. Contrary to common perception, English spelling does often
follow certain rules. Becoming aware of these rules can help you avoid some
common spelling errors. Many writing handbooks and style guides contain a
complete list of spelling rules. Below are four of the most helpful:

Rule 1: I before e except after c or when sounded like /ay/ as in ‘neighbor’ ‘weigh’.
Ex. Believe, shield, field (I before e) and receive (e before I because it has the
consonant c).

Rule 2: When adding suffixes that begin with a vowel (-able, -ible, -ous, etc.) to
words ending in silent e, drop the final e.
 Ex. Desire- desirable, continue- continuous, argue- arguing.

Rule 3: When adding suffixes to words ending in y, change the y to an i.

Ex. Happy- happier, plenty- plentiful, body- bodily

Rule 4: When adding suffixes, double the final consonant of a word only if any of
the following conditions apply.
a. The final consonant is preceded by a single vowel: bar barred. When
there is more than one vowel before the final consonant, the consonant
is not doubled: fail failed. When the final consonant is preceded by
another consonant, the consonant is not doubled: bark → barking.
b. The word has only one syllable or has the stress on the last syllable: fit
→ fitted, commit committed, prefer preferred. For words with more than
one syllable where the stress does not fall on the last syllable, the final
consonant is not doubled: benefit benefited, offer offered.

5. Information Design. Documents must be visually effective as this will entice

readers to get to the heart of the message. So when you write, consider for
headings, access, typography and space or also known as HATS.

A. Headings. Use headings accordingly with the appropriate typeface,

size and alignment to show different levels of importance and detail.

B. Access. For speedy access of essential information, use bullets or

dashes or for steps use numbers. Consider using graphics, graphs,
tables, charts and photographs

C. Typography. Since typeface has a persuasive impact in your document,

avoid using more that two types of font in one document. Make sure
you can read all the text in the background. Unless instructed, use left-
justify on your body. Use bold fonts for the headings or use and
entirely different fonts.

D. Space. In terms of space and design, avoid using combination such as

yellow-orange, black-purple. Consider cultural expectations and color-
blind readers. Run a print test as the color on the screen may differ
from the printed version.

VI. BUSINESS LETTER GENRES

The business letter genre refers to a specific type of formal written
communication used in professional settings to convey messages between
organizations, business, employees, clients or stakeholders.
In business messages can either be direct or indirect.
Direct - To convey good news; to express goodwill; to inform; to reply; to
report;
to request(positive and neutral messages)
For example:
-Letter of approval
-Commendation
-Acknowledgement

Indirect - To demand; to reconcile; to convey bad news; to persuade and

requires extra attention when it comes to tone and complexity (Negative and
persuasive message)
For example:
-Letters of collection
-Claim and adjustments
-Answering a demand

VII. POSITIVE MESSAGES

Reporter : Jetka Florence Amarado
In positive messages it conveys constructive, supportive and encouraging
content. Aside from organizing your thoughts, it is also better to be direct. Being
prudent enough to consider the context and complexity of the message.
Tips:
1. Write at most three paragraphs
A. Idea (para) #1 is your Action or Point (reason for writing)
B. Idea (para) #2 covers Background Details or explanation
C. Idea (para) #3 is your Reinforcement

2. Use grade 7-8 level language with at most 20words per sentence

3. Do not use too many paragraphs as your message will look diverse or
complicated

4. Start your action in the first line

For example: Thank you for……
 5. Write the details in your 2nd paragraph
-Your specific details are meant to support your action, not to precede it.

6. Reinforce the point in the 3rd paragraph

By using effective cliches, such as:
A. For your guidance
B. For your appropriate action
7. Keep your first and last paragraph brief

8. Manage your paper space for reading ease. Refers to HATS (Heading,
Access, Typography and Space)

VIII. NEUTRAL MESSAGES

Neutral Messages - to convey information without strong emotional undertones.
1. Use positive, enthusiastic or picturesque
For example:
“Now open to serve you instead of Now open for business”

2. Be yourself, your personal approach is your unique touch.

For example:
Use “Thank you” and “Best regards” when the context is clear.

3. Use an overview and enumerate for reports

“Enumerating the details of the reports findings and suggestions and use the
action
word submit”.

4. Write the action before any other phrase

For Example:
a. At the end of the first sentence;
(We wish to update you on……)
b. At the start of the second paragraph
for background details;
 (We wish to enquire…..)
c. As the topic or issue on the subject line.
(Re: Action Research on… We are pleased to
submit our findings on…)

VIII. NEGATIVE MESSAGES

Negative Messages are unavoidable and there are five outline goals when
communicating them:
1. Deliver the bad news
2. Ensure acceptance of the bad news.
3. Maintain the reader’s goodwill.
4. Preserve the organization’s image.
5. Minimize or avoid further correspondence if appropriate.
Writers are advised to plan their communication carefully to avoid alienating readers
and can use either the indirect or direct approach based on the context:
Indirect Organizational Approach: Recommended when the audience is
emotionally invested or likely to be displeased by the news. It involves:
- Starting with a neutral or positive statement (buffer).
- Explaining reasons logically and neutrally.
- Stating the bad news clearly, emphasizing any positive aspects.
- Closing with a positive statement.
Direct Organizational Approach: Suitable when the audience prefers
receiving the bad news first, especially for routine or minor matters where
disappointment is less expected.

IX. ADVANCED EMAIL

A well-crafted, strategic email is typically used in professional settings to
convey information effectively, persuade, or handle complex matters. Unlike basic
emails, which might focus solely on sharing information or making quick requests,
advanced emails are structured to achieve specific outcomes, maintain
professionalism, and consider the recipient’s perspective.

Managing Relations by E-mail

 Two types of email communication are discussed:
Relationship-Oriented: friendly, informal, often involves personal
details and emotions. Useful for frequent contact.

Task-Oriented: formal and factual, reserved for business matters. It’s

best to limit email frequency and stick to a professional tone.

Tips for Effective Email Communication

1. Be interactive; ask questions and clarify in writing.

2. Use multimedia – consider phone calls or face-to-face meetings when

discussing sensitive or persuasive topics.