BUSINESS REPORT WRITING for mNgers .pptx

training skills fr=or managers to be excelemnt writers

1. Business report writing Presented by BOKANG LIA SOLUTIONS

2. Introduction to business report writing 3-day Business report writing . "Business Report Writing" The Importance of Mastery

3. How can correspondence hurt your business? “Poor writing can harm companies in 3 main ways: lost time, lost effort and ill will” (Rozaklis 2000)

4. introductions H… E.. C…. T.. O.. R..

5. Motivation “Mind is the Master power that moulds and makes, And Man is Mind, and evermore he takes The tool of Thought, and, shaping what he wills, Brings forth a thousand joys, a thousand ills: — He thinks in secret, and it comes to pass: Environment is but his looking-glass.” JAMES ALLEN

6. Communication Process Model in Business Report Writing

7. COMMUNICATION Communication is the process of transmitting information and understanding between a sender (writer) and a receiver (reader).

8. COMMUNICATION CYCLE/PROCESS .

9. Most common ways we communicate Spoken Word Written Word Visual Images Body Language

10. Elements of the Communication Process

11. Sender (Writer) Initiates the communication by creating the report.

12. Message (Business Report) The content being conveyed, including data, analysis, and recommendations.

13. Channel (Medium) The means through which the report is transmitted to the receiver

14. Receiver (Reader) Interprets and understands the report's content.

15. Feedback Allows the sender to gauge the receiver's understanding and response.

16. Understanding Writing . Writer Reader Document

17. Characteristics of effective communications Effective communication requires the sender to: Know the subject well Be interested in the subject Know the audience members and establish a rapport with them Speak at the level of the receiver Choose an appropriate communication channel

18. Characteristics of effective communications Effective communication requires the message to be: Clear and concise Accurate Relevant to the needs of the receiver Timely Meaningful Applicable to the situation

19. Characteristics of effective communications Effective communication requires the channel to be: Appropriate Affordable Appealing

20. Characteristics of effective communications Effective communication requires the receiver to be: Be aware, interested, and willing to accept the message Listen attentively Understand the value of the message Provide feedback

21. Types Communication Oral Written Non-Verbal

22. ORAL Communication Face – to – face Telephonic Group Meeting Seminar Conference Panel Discussion Symposium Interview Presentation

23. ORAL Communication Advantages Adjustable Clarification Time Persuasion & control Formality Cost Convenient/reliable for Groups LIMITATIONS FUTURE REF NOT POSSIBLE NOT-EFFECTIVE IF POOR SPEAKER NOT SUITABLE FOR LENGTHY DETAILS DISTORTION POOR RETENTION

24. Written Communication e-mail Fax Memorandum Notice Circular Press release Letter Proposal Research paper Report

25. Written Communication Advantages Most wanted Permanent Legal evidence Accurate Suitable for lengthy & complicated Limitations Limited only Literates Costly, time consuming Formal Delayed feedback

26. General v. Professional Communication General Communication Technical Communication Contains a general message Contains a technical message Informal in style and approach Mostly formal No set pattern of communication Follows a set pattern Mostly oral Both oral and written Not always for a specific audience Always for a specific audience Doesn't involve the use of technical vocabulary or graphics, etc. Frequently involves jargon, graphics, etc.

27. BARRIERS TO COMMUNICATION

28. Overcoming Barriers Inclusivity : Aim to make your report accessible and understandable to a broad audience, regardless of their background or characteristics. Feedback : Encourage readers to provide feedback on the report. This helps in identifying areas where communication may have been impeded. Review : Have diverse groups review the report before finalizing it. This can catch potential issues related to language, cultural sensitivity, or any other barriers.

29. The Most Common Writing Errors Do not write the way you speak. Do not use slang. Do not expect your reader to know what you mean. Do not write in fragments. Use complete sentences. Always use Standard Written English/Language

30. The Most Common Writing Errors your you’re to too two There their they’re its it’s Quite quiet Than then Whose who’s

31. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION Future reference Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements

32. The limitation of human mind and poor memory cannot be overlooked. The written messages can be preserved as records and reference source. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progre Avoiding mistakes Effective decision making Legal requirements

33. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements In case of oral communication , the words are not believable and messages have no legal sanction. In written communication the records can be used as a evidence.

34. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements With the proper record of evidence we are able to know the current progress of the organization. For example if we compare the current year sales with the last year sales (last year record).

35. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements By comparing with the previous records, we can avoid mistakes.

36. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements Decision-making process will become easy if old records are available. With the existing information we can take decisions easily. Ex : Court (Law)

37. OBJECTIVES OF EFFECTIVE WRITTEN COMMUNICATION FUTURE REFERENCE Record of evidence Measurement of progress Avoiding mistakes Effective decision making Legal requirements To meet the legal requirements, the documents should be preserved. For example the maintenance of certain records and books are compulsory under Indian Companies Act, 1956 and Banking Regulation Act, 1949.

38. Essentials of effective written communication Clarity Completeness Courtesy Sequence Avoid jargon Brevity Accuracy Strength Readability

39. Clarity Clarity is the first and foremost principle of effective business report writing. A clear report conveys its message in a straightforward and understandable manner. To achieve clarity: Use simple and concise language. Organize information logically. Avoid ambiguity and vagueness.

40. CLEAR VS UNCLEAR In light of recent events, it might be deemed necessary to consider revisiting our previous strategies. Pursuant to the results of the last quarter, it has come to our attention that we are not operating at the desired efficiency. It has been brought to the forefront that there's a necessity to augment our inventory for the forthcoming festive season Based on feedback we have accumulated over a period of time, there appears to be a divergence in the expectations of our stakeholders. In our endeavor to continue being market leaders, it might be beneficial to explore the possibility of optimizing operational procedures. Given the challenges that have arisen, it seems prudent to perhaps contemplate the idea of securing external consultation. We are in the process of contemplating a potential expansion of our product range in the foreseeable future. As a consequence of the feedback from the recent survey, it has been illuminated that a majority of our employees seek more in-depth training

41. Completeness Completeness means that a business report should contain all the necessary information required to make informed decisions or understand a situation. To ensure completeness: Include all relevant facts and figures. Address all key points and questions.

42. Courtesy Courtesy in business report writing refers to the tone and manner in which information is presented. It's important to maintain a professional and respectful tone in your reports. Tips for courtesy: Use polite language. Acknowledge the reader's perspective. Avoid biased or offensive language.

43. Sequence Sequence is about arranging information in a logical and coherent order. Readers should be able to follow the flow of the report without confusion. Consider these tips: Start with an introduction. Organize information chronologically or by importance. End with a conclusion or recommendations.

44. Avoid Jargon Avoiding jargon is crucial for ensuring that your report is accessible to a wide audience. Technical or industry-specific terms should be explained or used sparingly.

45. JARGON SYNERGY KPI ROI LEVERAGE B2B STAKEHOLDER BENCHMARK SWOT ANALYSIS DIVERSIFICATION PARADIGM SHIFT

46. Brevity Brevity means being concise and to the point. Avoid unnecessary words and details that don't contribute to the main message.

47. Lacking Brevity "In consideration of the current market conditions, we have come to the conclusion that, due to the fact that our product sales have experienced a decline in the past few months, it is our belief that we should, as a company, undertake a series of promotional activities and marketing strategies with the goal of trying to enhance and boost our market presence, as this will hopefully allow us to regain and recover some of the market share that we have lost. It is our plan to implement these strategies in the upcoming quarter."

48. DOES THIS LOOK FAMILIAR?

49. Accuracy Accuracy is paramount in business report writing. Ensure that all the information presented is factually correct and verified.

50. strength Strength in business writing and business report writing refers to the effectiveness and impact of the communication Clarity will give strength, because it ensures the other to understand easily and quickly. Correctness and completeness, too, add strength.

51. Readability Readability refers to the ease with which your report can be read and understood. Use formatting techniques such as headings, bullet points, and charts to enhance readability. Lack of readability quality in writing leads to not reading the message. Readers do not have time to read involving trouble in understanding. The following are the factors which can show the effect on readability, 1. Sentence length 2. Simple sentences 3. Familiar words 4. Small paragraphs.

52. Merits of written communication It will provide records, references etc. Written communication promotes uniformity in policy and procedure. Reliable (trustworthy) No distortion (deformation) Suitable for lengthy matter No rumor or Gossip.

53. Demerits of written communication Confusion and misinterpretation Lack of personal touch One-way channel Slow movement No immediate feedback

54. WHAT IS a REPORT A report is a structured written document in which a specific issue is examined for the purpose of conveying information, in order to report findings, to answer a request, to put forward ideas and make recommendations or offer solutions.

55. CAKE-BAKING ANALOGY

56. The 5W-H Plan for Writing

57. Planning your report

58. Audience identification

59. PURPOSE OF THE report to analyse to evaluate to report to define to interpret to self-express to discuss or examine to persuade to summarise

60. INTRODUCTORY ACTIVITY Individual activity: Complete the following statement by inserting one word only. In order to be an effective business report writer at your organization, I need to/to be……………………………………………… Jot this word down and find other learners who have written down the same word. Write this word down on the flip-chart. Each learner will have the opportunity to explain their choice of word.

61. THE FUNDAMENTALS OF EFFECTIVE BUSINESS WRITING Defining effective communication The merits and value of effective business writing The implications of poor business writing: For the writer For the reader For the organization

62. effective reports A well written report will demonstrate your ability to: understand the purpose of the report brief and adhere to its specifications; gather, evaluate and analyse relevant information; structure material in a logical and coherent order; present your report in a consistent manner according to the instructions of the report brief; make appropriate conclusions that are supported by the evidence and analysis of the report; make thoughtful and practical recommendations where required.

63. Classification of Reports Formal Reports and Informal Reports Information Reports Analytical Reports Recommendation Reports

64. FORMAL REPORT Formal reports are rarely less than ten pages long and can often run into hundreds of pages. They are commonly written for a large audience who do not know the writer, and are sent outside an organisation.

65. TYPES OF REPORTS Informative “Telling” Examples Evaluative “Selling” Examples

66. EXAMPLES OF REPORTS INFORMATIVE RESEARCH REPORTS FINANCIAL REPORTS ACADEMIC REPORTS EVALUATIVE REPORTS BUSINESS REPORTSS PERFOMANCE APPRAISALS PRODUCT REVIEWS

67. WHAT ARE THE DIFFERENCES?

68. APPROACHES TO REPORT WRITING Dash-boarding Data-driven and derived Report-generating MS Excel Key-boarding Narrative Report-writing MS Word

69. Types of business reports Financial Reports Operational Reports Marketing reports Strategic reports

70. LEARNING ACTIVITY 1 From your experience and perspective, as both a writer and a reader, identify ten (10) common errors that you’ve observed with Business Reports at your organization. Match each of these 10 errors with a set of 10 best practice criteria/guidelines to counteract/improve these errors, thereby promoting effective business report writing.

71. BEST PRACTICE REPORT WRITING PRINCIPLES!!!

72. 20 FUNDAMENTAL, BEST PRACTICE WRITING PRINCIPLES #1: A – B – C (ACCURACY – BREVITY – CLARITY) – “BE ON POINT AND TO THE POINT” #2: A – I – D –A (ATTENTION – INTEREST – DESIRE – ACTION) – “TELL THE READER WHAT YOU’RE GOING TO TELL THEM; TELL THEM AND THEN TELL THEM WHAT YOU TOLD THEM.” #3: “THINK BEFORE YOU INK” – USE 80 (THINKING)/20 (INKING) PRINCIPLE #4: HARMONIZATION OF THE BEST FIT METHODS – FIT FOR PURPOSE/MESSAGE/READER #5: BE STRATEGIC AND SELECTIVE - PROVIDE ONLY VALUE ADDING AND RELEVANT INFORMATION

73. 20 FUNDAMENTAL, BEST PRACTICE WRITING PRINCIPLES #6: “LESS IS MORE” – HAVE AN EFFICIENT AND ECONOMICAL WRITING STYLE #7: EMPATHIZE - “CUSTOMIZATION IS KING/QUEEN” – CONDUCT A READERSHIP ANALYSIS TO ACCOMMODATE THEM AS MUCH AS POSSIBLE – “SPEAK THE LANGUAGE THAT YOUR READER UNDERSTANDS” #8: INTEGRATE RATIONAL (LEFT BRAIN) AND CREATIVE (RIGHT BRAIN) THOUGHT PROCESSES #9: MARRY BEING METICULOUS (“EYE FOR DETAIL”) WITH FINDING CREATIVE WRITING SPACE (PSYCHOLOGICAL, EMOTIONAL AND ENVIRONMENTAL) #10: USE OF VISUAL STIMULI AND TECHNIQUES TO COMPLEMENT, SUPPORT AND PROMOTE A HIGHER LEVEL OF UNDERSTANDING

74. 20 FUNDAMENTAL, BEST PRACTICE WRITING PRINCIPLES #11: ENSURE QUALITY ASSURANCE E.G. PROOF-READING; EDITING; SPELL CHECKING AND VERIFICATION OF INFORMATION #12: USE THE PURPOSE AS YOUR WRITING “GPS” – TO CONCENTRATE/DIRECT FOCUS TO THE ACHIEVEMENT OF OUTCOMES/OBJECTIVES #13: “DON’T WRITE TO IMPRESS, WRITE TO PROMOTE A HIGHER LEVEL OF UNDERSTANDING.” – BE A AGENT OF EFFECTIVE COMMUNICATION #14: EMPLOY A “COMMUNITY OF WRITERS” APPROACH – THE VALUE OF CONSULTATION AND ENGAGEMENT #15: PROPER STRUCTURE - USE THE PYRAMID (CASCADING) METHOD – INITIALLY PRESENT LESS IMPORTANCE INFORMATION AND CLIMAX WITH MOST CRITICAL INFORMATION

75. 20 FUNDAMENTAL, BEST PRACTICE WRITING PRINCIPLES #16: APPLY THE WATERFALL APPROACH – VERTICAL ALIGNMENT AND SYNERGY BETWEEN THE REPORT FINDINGS, CONCLUSION AND RECOMMENDATIONS #17: “TOUR GUIDE” MENTALITY – DIRECT; NAVIGATE; ORIENTATE, INFORM; ADVISE, ENLIGHTEN AND CAPTIVATE THE READER #18: ADOPT A STORY TELLING MODE – LOGICAL AND COHERENT FLOW OF INFORMATION – NO SURPRISES! #19: THE REPORT SHOULD GENERATE BUSINESS INTELLIGENCE – ENABLING SMART OPERATIONAL AND STRATEGIC DECISION-MAKING #20: ADOPT A STRATEGIC MIND-SET – DEVELOP STRUCTURED, HOLISTIC AND WELL-PREPARED BUSINESS WRITING HABITS

76. What is a Report Writer?

77. ROLES OF AN EFFECTIVE REPORT WRITER Simplifier Clarifier Facilitator Distiller

78. Role 1 - The Simplifier Objective : Transform complex data into simple, understandable language. Importance : Avoid overwhelming readers and ensure they grasp the primary message. Key Skills : Data interpretation, concise writing, and understanding the target audience.

79. Role 2 - The Clarifier Objective: Remove ambiguity, ensuring every piece of information is precise. Importance : Avoid misinterpretation and ensure decisions are based on accurate data. Key Skills : Attention to detail, knowledge of the subject, and clear communication .

80. Role 3 - The Facilitator Objective : Guide readers through the report, ensuring a smooth flow and logical progression. Importance: Make the reading process seamless, aiding in comprehension. Key Skills : Structured thinking, knowledge of information flow, and audience engagement techniques.

81. Role 4 - The Distiller Objective : Extract the essence from vast amounts of data, presenting only what’s crucial. Importance : Save readers' time and focus attention on what matters most. Key Skills : Critical thinking, discernment, and data analysis

82. BEST PRACTICE REPORT WRITING (COMPETENCE)

83. CONTENT Ensure accuracy and relevancy of information. Use clear and concise language. Structure content logically.

84. CONTEXT Understand the audience's needs and expectations. Align the report's tone and style with its purpose. Consider cultural and organizational nuances.

85. PROCESS Gather data from reliable sources. Review and revise drafts. Use tools and software for better layout and design.

86. The Process Workflow

87. OBJECTIVE OF REPORT the main objective of report writing is to convey information effectively and facilitate informed decision-making, problem-solving, and understanding among the intended audience. .

88. THE KEY DRIVER OF PERSUASION?

89. ARISTOTLE’S RHETORICAL TRIANGLE

90. FIVE STEPS TO PREPARE REPORT WRITING Define the problem Gather the necessary information Analyze the information Organize the information Write the report

91. Exercise 1

92. Structure of a Business Report Executive Summary TABLE OF CONTENTS INTRODUCTION METHODOLOGY FINDINGS RECOMMENDATIONS CONCLUSIONS APPENDICES AND REFERENCES

93. Benefits of structuring Enhances readability. Facilitates navigation. Demonstrates professionalism.

94. Activity 1: Group Discussion (20 minutes)

95. Planning Your Report

96. Importance of planning Ensures clarity and coherence. Saves time by providing a roadmap. Helps maintain focus on the report's objectives.

97. Techniques for Outlining Mind Mapping: Brainstorm ideas and connections visually. Linear Outlining: Create a hierarchical structure with headings and subheadings. Storyboarding: Arrange key points in a logical sequence.

98. WRITING PRINCIPLES

99. Avoid ambiguous words Rather use the simplest words possible E.g. “What is the modulation according to your chronometer”. WRITE CLEAR AND FAMILIAR WORDS

100. IMPORTANCE OF CLARITY Avoiding misunderstandings Enhancing readability Building trust with readers

101. KEEP SENTENCES SHORT AND SIMPLE A sentence should contain 15 to 20 words Limit every sentence to one idea

102. Angry Happy Begin Talk ASCERTAIN HELP UTILISATION ASSIST Irate Ecstatic FIND OUT Commence CONVERSE

103. "The most valuable of all talents is that of never using two words when one will do." - Thomas Jefferson

104. Importance of Conciseness Keeping readers engaged Saving time and effort Conveying information efficiently

105. PREFER ACTIVE VOICE VERBS Normally a sentence should contain a subject, a verb and an object. Avoid passive sentences like “The pen was taken by Martin”

106. GET PEOPLE INTO YOUR WRITING Personalise your writing. Use “I”, “We”, “You” instead of “the undersigned”, “the writer”.

107. GATHER ALL YOUR INFORMATION FIRST Make sure you plan before you write You can use brainstorming in planning

108. QUESTIONS TO ASK DURING INFORMATION GATHERING Open-ended questions Closed-ended questions Leading questions

109. ASSESSING INFORMATION REQUIRED FOR WRITING A DOCUMENT Primary data Secondary dATA

110. ACCURACY, BIAS, STEREOTYPES, AND OTHER OFFENSIVE DETAILS •Being as politically correct as possible Avoiding sexist terms e.g. Chairman in stead of Chairperson Highlighting skin colour if irrelevant Describing people in stereotypical ways e.g. All women are bad drivers! Being insensitive to or too focused on people's social stature and needs Using terms that would be considered negative to describe groups of people

111. WAYS OF PRESENTING INFORMATION •text, graphs, tables, flow charts and Diagrams.

112. ILLUSTRATION The much awaited small business training workshop began on the 1 of January 2010. In January 100 people were trained, February 50 were trained, March 70 were trained, and April 40 were trained.

113. Additional Principles to Report Writing First and foremost, get the report in on time. Write with your reader in mind. Speak the reader’s language Make your report clear, concise and well organised. Reduce and synthesise the information provided. Focus on progress towards objectives.

114. Talk only about what happened during the reporting period. Be upfront about problems, delays and failures. Ensure that the report is of high professional standards.

115. THE INVERTED PYRAMID Start with the most important detail in the opening sentences. Start with the conclusion because people do not have time. Once you start with the conclusion you can organize the rest of your information in order of : order of importance logical order chorological order Never organiSe this information randomly

116. PARAGRAPHS A paragraph is a group of sentences. It must have unity A sentence contains an idea and a paragraph extends that idea The most important point should be the starting sentence

117. CHECKLIST - Evaluating your first draft Is there a clear structure? Is there a clear storyline? Does your abstract reflect accurately the whole content of the report? Does your introduction state clearly the research question(s) and objectives? Does your literature review inform the later content of the report? Are your methods clearly explained? Have you made a clear distinction between findings and conclusions in the relevant chapters? Have you checked all your references and presented these in the required manner?

118. CHECKLIST - Evaluating your first draft Is there any text material that should be in the appendices or vice versa? Does your title reflect accurately your content? Have you divided up your text throughout with suitable headings? Does each chapter have a preview and a summary? Are you happy that your writing is clear, simple and direct? Have you eliminated all jargon? Have you eliminated all unnecessary quotations? Have you checked spelling and grammar? Have you checked for assumptions about gender? Is your report in a format that will be acceptable to the assessing body?

119. Criteria for evaluating reports Is the subject obvious from the beginning? Is there a summary overview very early? Is the letter or report complete? Is all the information in some orderly sequence? Is the emphasis of the various ideas proper? Are there headings to help the reader? Typing accuracy and layout Sentence and paragraph structure Vocabulary and grammar.

120. WHY DO REPORTS SOMETIMES FAILS ? Overall message is not clear. Report is badly structured. Report is too long. Inappropriate language for intended audience. Report is boring, does not engage the reader. Report is full of grammatical and spelling errors .

121. components of a report

122. “ LOOK AND FEEL” COMPONENTS OF AN EFFECTIVE BUSINESS REPORT (PRO-FORMA) STRUCTURE STYLE AND TONE READABILITY CONVENTION

123. Structure A well-structured business report is crucial for conveying your message effectively. The structure should be logical, making it easy for the reader to follow.

124. Title Page Table of Contents Executive Summary Introduction Body Recommendations Conclusion Appendices references

125. Style and Tone Formal language Consistency Visual appeal Grammar and punctuation Active voice

126. Readability Headings and Subheadings Paragraph Length Bullet Points and Lists White Space Font and Font Size

127. Convention Citation Page numbers Acronyms Appendices proofreading

128. LEARNING ACTIVITY 2 Develop the best practice criteria and convention (rules) of an effective business report at your organization. Focus on the following elements: Structure – refer to pages 16-24 in the Learner Manual Style and tone – refer to pages 24-25 in the Learner Manual Readability – refer to pages 25-28 in the Learner Manual Convention – refer to pages 16-28 in the Learner Manual (embedded)

129. STRUCTURE VARIES DEPENDENT ON WHETHER INFORMATIVE (“TELLING”) OR EVALUATIVE (“SELLING”) TYPE OF BUSINESS REPORT EXTERNAL STRUCTURE – FRONT-END AND BACK-END INTERNAL STRUCTURE

130. INTERNAL STRUCTURE Introduction Purpose: States the reason for the report. Background: Provides context, like a brief history or an overview of the subject matter. Scope: Outlines what the report will and won't cover. Research Methods and Process: Describe the methods and processes you employed to gather information and conduct research.

131. 2. Body For Informative Reports ("Telling") Methodology: If research or data collection was involved, this section details the methods used. Findings: Presents the information or data discovered. Discussion: Analyzes the findings. In this type of report, the analysis is typically straightforward and objective. Evaluative Reports ("Selling") Criteria: Sets the standards or benchmarks used for evaluation. Evaluation: Measures actual performance or products against the set criteria. Recommendations: Suggests actions based on the evaluation. This is the "selling" part where you make your case.

132. Conclusion Summarizes the main points made in the report. Restates the importance of the topic or issue.

133. Recommendations (mainly for Evaluative Reports) Proposes specific actions based on the report’s findings and conclusions.

134. EXTERNAL STRUCTURE – BACK-END GLOSSARY OF TECHNICAL TERMS AND ACRONYMS LIST OF SOURCES/REFERENCES ATTACHMENTS – APPENDICES AND ANNEXURES

135. STYLE STYLE IS REGARDED AS THE DEGREE OF FORMALITY THE APPROPRIATE STYLE IS: FORMAL (NOT INFORMAL) FACTUAL (NOT OPINION-BASED) RATIONAL (NOT EMOTIONAL) – “Connect intellectually with your reader, disconnect your emotions and personal feelings.” OBJECTIVE (NOT SUBJECTIVE)

136. TONE TONE IS REGARDED AS THE WRITER’S ATTITUDE – DIRECTED AT READER AND SUBJECT MATTER TONE SHOULD BE: RESPECTFUL (NOT PATRONIZING) PROFESSIONAL ASSERTIVE (NOT PASSIVE OR AGGRESSIVE)

137. APPROPRIATE TONE OF A BUSINESS REPORT - ASSERTIVE

138. READABILITY REFERS TO ALL THE ASPECTS THAT MAKE A BUSINESS REPORT MORE NOTICEABLE AND EASY TO READ - “SOFT ON THE EYE AND SOFT ON THE MIND” MUTUAL DEPENDENCE - THE WRITER RELIES ON THE READERS' ABILITY TO READ EFFICIENTLY AND TO UNDERSTAND THE (INTENDED) MESSAGE. WRITER NEEDS TO DO EVERYTHING IN THEIR POWER TO ENABLE AND FACILITATE A COMMON UNDERSTANDING TECHNIQUES TO ENHANCE THE READABILITY: LAY-OUT USE OF WHITE SPACE HEADINGS/SUB-HEADINGS NUMBERING

139. CONVENTION USE OF TABLES AND FIGURES – LABELLING, NUMBERING AND REFERENCING APPENDICES AND ANNEXURES - LABELLING, NUMBERING AND REFERENCING CITATION AND REFERENCING – HARVARD METHOD – ALWAYS ACKNOWLEDGE SOURCE AND AVOID PLAGRIASM AT ALL COSTS FORMAT, DESIGN AND LAY-OUT – INDUSTRY AND ORGANIZATION-SPECIFIC GUIDELINES AND TECHNIQUES USE ACTIVE VOICE (AS OPPOSED TO PASSIVE) – WRITTEN IN THIRD PERSON

140. Passive-Aggressive Tone The passive-aggressive tone combines elements of both passive and aggressive styles. It can be subtly critical, indirectly expressing displeasure. Characteristics Appears polite but carries an underlying message. Often used in situations that require restraint.

141. Passive Tone The passive tone is a writing style that downplays the subject, making it less significant. It focuses on the action performed rather than the doer of the action Emphasizes the action or event. Often used in scientific and formal writing. Shifts the focus away from the writer.

142. Active tone Active tone is characterized by direct and straightforward language. It often uses active voice, where the subject of the sentence performs the action. It conveys confidence, clarity, and a sense of authority. Example: "The company increased its sales by 20% last quarter."

143. CONVENTION GRAMMATICAL AND LANGUAGE RULES USE OF ACRONYMS AND ABBREVIATIONS AVOID JARGON AND UNFAMILIAR BUSINESS TERMINOLOGY AVOID USING ELLIPSES….. SENTENCE AND PARAGRAPH STRUCTURING

144. activity

145. PROPER SENTENCE AND PARAGRAPH STRUCTURING VARY THE LENGTH OF SENTENCES EASY TO UNDERSTAND CONCEPTS – SHORTER SENTENCES. COMPLEX CONCEPTS – LONGER SENTENCES TO ENABLE EFFICIENT ASSIMILATION OF INFORMATION DON’T SUBSTITUTE A FULL-STOP FOR A COMMA – “IF YOU CAN USE A FULL-STOP USE IT!” ONE CONCEPT/KEY POINT, ONE PARAGRAPH. DIFFERENT CONCEPT, DIFFERENT PARAGRAPH. “DON’T MIX ‘N MATCH – ALL-SORTS WRITING STYLE” CREATE A MEANDERING AND MESMERIZING WRITING STYLE AS YOU TRANSITION FROM ONE PARAGRAPH TO THE NEXT. AS YOU EXIT ONE PARAGRAPH START INTRODUCING THE NEXT ONE.

146. REPORT WRITING PROCESS

147. Pick your islanders Tattooed biker Politian Corporate ceo High school dropout Taxi driver Librarian Fashion model farmer Soldier Pregnant school teacher priest The Senior Citizen Gay prisoner

148. REPORT WRITING PROCESS STEP 1: PLANNING STEP 2: RESEARCHING THINKING (80%) STEP 3: ORGANIZING STEP 4: WRITING THE FIRST DRAFT STEP 5: QUALITY ASSURANCE INKING (20%) STEP 6: SUBMIT FINAL DRAFT FOR APPROVAL AND ADOPTION

149. STEP 1: PLANNING (7-W’S) DEFINE THE PURPOSE (WHY?) FORMULATE THE OBJECTIVES (WHAT?) SUBMISSION TARGET DATE (WHEN?) SUBMISSION AND APPROVAL PLATFORM/COMMITTEE (WHERE?) SCOPE OF THE REPORT (WIDTH?) ESTIMATED LENGTH/VOLUME OF REPORT (WEIGHT?) CONDUCT A READERSHIP ANALYSIS (WHO?)

150. STEP 2: RESEARCHING METHODS – TO ACHIEVE THE SCIENTIFIC RESEARCH PRINCIPLE OF VALIDITY PROCESS – TO ACHIEVE THE SCIENTIFIC RESEARCH PRINCIPLE OF RELIABILITY COLLECTIVELY: VALIDITY + RELIABILITY = CREDIBILITY

151. RESEARCH METHODS

152. RESEARCH METHODS QUANTITATIVE – NUMERIC E.G. STATISTICS - DEDUCTIVE QUALITATIVE – SUBJECTIVE E.G. SURVEYS AND FOCUS GROUPS - INDUCTIVE SOURCES OF DATA: ELECTRONIC DOCUMENTARY EXPERIMENTAL HUMAN

153. RESEARCH PROCESS STEP 1: DEVELOP A DATA COLLECTION PLAN/STRATEGY STEP 2: DATA COLLECTION STEP 3: DATA COLLATION STEP 4: DATA ANALYSIS LEADS TO FINDINGS STEP 5: DATA INTERPRETATION LEADS TO CONCLUSIONS STEP 6: VERIFICATION STEP 7: PUBLICATION LEADS TO RECOMMENDATIONS

154. Gather the necessary information Field investigation Experiments or surveys Consultancy Literature research Internet sourcing

155. Survey A survey is a method of gathering information from a number of individuals, known as a sample, in order to learn something about the larger population from which the sample is drawn. 

156. Steps: Establish the goals of the project Determine your sample Choose interviewing method Create your questionnaire Pre-test the questionnaire, if practical Conduct interviews and enter data Analyze the data

157. STEP 3: ORGANIZING – 3-S FORMAT STRUCTURE (OF REPORT) SEQUENCE (OF REPORT) SPACING (POSITIONING OF TABLES, FIGURES, ATTACHMENTS TO THE REPORT) RECOMMENDED ORGANIZING TOOL: MIND-MAPPING OBJECTIVE: TO ENSURE FLUENCY AND EFFICIENCY IN WRITING WHEN TRANSITIONING FROM THINKING (STEPS 1-3) TO INKING (STEPS 4-6)

158. MIND-MAPPING EXAMPLE

159. LEARNING ACTIVITY 3 By following steps 1-3 of the report writing process, develop a framework/skeleton of a business report for your organization. Step 1: Planning Step 2: Research methodology and process Step 3: Organizing the report structure

160. STEP 4: WRITE FIRST DRAFT APPLY THE BEST PRACTICE WRITING PRINCIPLES USE THE APPROPRIATE REPORT STRUCTURE AND FORMAT

161. STEP 5: QUALITY ASSURANCE PROOF-READ AND EDIT THE REPORT PERFORM A SPELLING AND PUNCTUATION CHECK CONSULT WITH LANGUAGE AND SUBJECT MATTER EXPERTS AND RECEIVE FEEDBACK MAKE THE NECESSARY REVISIONS REFER TO THE EVALUATION CHECKLIST (PAGES 42-44 IN THE LEARNER MANUAL)

162. STEP 6: SUBMISSION AND APPROVAL OF FINAL DRAFT MAKE THE NECESSARY AMENDMENTS AND WRITE THE FINAL DRAFT SUBMIT TO HIGHER MANAGEMENT TO AUTHORIZE, APPROVE AND ADOPT THE REPORT FINDINGS AND RECOMMENDATIONS

163. Seven Habits (cont.) Habit 1 - Be Proactive Habit 2 - Begin with the End in Mind Habit 3 - Put First Things First Habit 4 - Think Win/Win Habit 5 - Seek First to Understand, Then to Be Understood Habit 6 - Synergize Habit 7 - Sharpen the Saw

164. Seven Habits Time Management Grid Urgency Importance I IV III II

165. MINUTE-TAKING FUNDAMENTALS The definition and scope of minutes The implications of not recording minutes Tips and warnings The criteria of effective minutes Generic meeting terminology

166. DEFINING MINUTES AND THE SCOPE THEREOF Minutes are a detailed record of a meeting. The minutes record topics of conversation, actions needed and decisions made. Minutes ensure that there is an official record of the meeting, also documenting who was at a meeting and who was absent. Normally, one person is elected to keep the minutes, usually a secretary or treasurer. Minutes are checked at the next meeting as a true record of the proceedings and signed by the chairperson. Minutes should cover a number of basic things: Where and when the meeting took place?

167. Who was there and who was not? Who was the speaker and what did he/she say? What has been decided for the group (resolutions)? Who has agreed to do what? Who is responsible for implementing it? When should it be implemented?

168. THE IMPLICATIONS OF NOT RECORDING MINUTES Without minutes: Nobody can be exactly sure what has been decided at meetings Nobody can be sure about the various actions of Committee Members Nobody can be sure who did or did not attend meetings The group is at the mercy of more organized bodies who take the trouble to record decisions very carefully The group is vulnerable to take-over by any member of the group who wants to take it over

169. TIPS AND WARNINGS You do not need to record topics irrelevant to the business at hand. Taking minutes is not the same as taking dictation. Consult only the chairperson or executive officer, not the attendees, if you have questions. The person taking minutes does not participate in the meeting. Write in a concise, accurate manner, taking care not to include any sort of subjective opinion. Focus on capturing and communicating all important actions that took place. Make sure all attendees sign the minutes before they are filed to demonstrate their agreement with the contents of the minutes

170. THE CRITERIA OF GOOD QUALITY MINUTES #1: Be factual and accurate #2: Be short and to the point (concise) #3: Clearly indicate the meeting proceedings and discussions #4: Concentrate on resolutions and decisions taken at the meeting #5: Show decisions clearly marked “agreed” by the Committee Members #6: Follow the agenda headings so that they are easily understood

171. THE CRITERIA OF GOOD QUALITY MINUTES #7: Be written in full sentences #8: Indicate how many members attended the meeting or list their names #9: State the time the meeting was opened and closed #10: Be written in the past tense #11: Be written in plain, easily understood language #12: Be consistent in their format and content

172. FORMAT OF GOOD MINUTES

173. GENERIC AGENDA FORMAT Opening and Welcome Attendance register Apologies Personalia Approval of Minutes of the previous meeting Matters arising (from previous meeting): Points of discussion (new matters): General (AOB): Date of subsequent meeting Closing

174. BEST PRACTICE, PROCESS GUIDELINES FOR MINUTE-TAKERS

175. PREPARATION (PRE-MEETING) Obtain the meeting agenda, minutes from the last meeting, and any background documents to be discussed. Prepare an outline based on the agenda ahead of time and leave plenty of white space for notes. Prepare a list of expected attendees and check off the names as people enter the room. To be sure about who said what, make a map of the seating arrangement, and make sure to ask for introductions of unfamiliar people. If you are an active participant in the meeting, be prepared. Don't be intimidated by the prospect of taking minutes. Concise and coherent minutes are the mark of a professional.

176. TRANSCRIBING (DURING MEETING) Sit beside the chairperson for convenient clarification or help as the meeting proceeds. Ensure that all of the essential elements are noted Note who arrives late or leaves early so that these people can be briefed on what they missed. Don't make the mistake of recording every single comment. Concentrate on getting the gist of the discussion and taking enough notes to summarize it later. Listen for key words or phrases. Try to capture basic ideas and the essence of what people say.

177. TRANSCRIBING (DURING MEETING) Use whatever recording method is comfortable for you Write down items in the order in which they are discussed. Write as clearly as possible. Abbreviate words, use initials to save time circle key ideas, statements or decisions. Underline highlights and differentiate important ideas. Use stars, arrows, numbers. Number all sheets. Note ‘Action’ beside motions or decisions requiring specific tasks. Note who is responsible for the action. Speak up (via the Chairperson) when the action is too fast. Record the motions made and the names of people who originate them. Record whether motions are adopted or rejected, how the vote is taken and whether the vote is unanimous. For small meetings, write the names of the attendees who approve, oppose and abstain from each motion.

178. WRITING MINUTES (AFTER THE MEETING) Don't wait too long (procrastinate) to type up the minutes, especially while your memory is fresh. Use the approved format/template of minutes. Consider attaching long resolutions, reports or other supplementary material to the minutes as an annexure/appendix. Consult with subject matter experts and/or attendees to verify the accuracy of recorded minutes. Proofread the minutes before submitting them. Be sure to have the minutes approved by the chair or facilitator before distributing them to the attendees.

179. LEARNING ACTIVITY 5 Group discussion: Identify some of the foremost challenges when taking, transcribing and writing meeting minutes at your organization. For each of these challenges develop a viable solution/strategy to overcome these challenges. Compile a list of 10 best practice criteria for good quality minutes. Develop a set of process guidelines for minute-taking i.e. preparing, transcribing and writing minutes.

180. E-MAIL COMMUNICATION

181. 1. Improving Email Writing Skills Be clear and concise: Get to the point quickly and use simple, direct language. Proofread: Check for spelling, grammar, and punctuation errors before sending. Organize your content: Use paragraphs, bullet points, and headings to structure your emails for easy reading. Use a professional email address: Ensure that your email address reflects your professionalism. Include a subject line: Make your subject line clear and relevant to the email's content. Be mindful of the recipient's time: Respect their time by keeping emails concise and relevant.

182. Writing Professional Emails Start with a salutation: Use a proper salutation (e.g., "Dear [Name]") based on your relationship with the recipient. Use a professional tone: Maintain a respectful and courteous tone throughout the email. Be specific: Clearly state the purpose of your email and what action you expect from the recipient. Use a signature: Include a professional signature with your name, contact information, and title.

183. Enhancing Your Email Writing Style Develop a personal style: Find a tone and style that is professional, yet reflects your personality. Vary sentence length: Mix short and long sentences for readability. Use active voice: Write in active voice to make your emails more direct and engaging. Avoid jargon: Minimize the use of industry-specific terms that may not be understood by all recipients.

184. Writing Business Emails Address appropriately: Use titles and last names for formal business emails (e.g., Mr. Smith). Follow a structured format: Use a clear structure, including an introduction, main content, and a polite closing. Attachments: Mention and label attachments clearly.

185. Golden Rules of Email Etiquette Use a professional email address. Be cautious with "Reply All." Be respectful in your tone and language. Avoid using capital letters (SHOUTING). Use a subject line that reflects the email's content. Respond promptly to emails. Respect confidentiality and privacy. Use appropriate and clear language. Be mindful of email signatures, ensuring they are professional.

186. GUIDELINES TO EFFECTIVE E-MAIL COMMUNICATION

187. WRITING PROFESSIONAL E-MAILS 1. Determine Recipients 2. Write a Clear Subject Line 3. Attach Necessary Documents 4. Include a Short Greeting 5. Write the Email Body 6. Provide Your Contact Information

188. Do not, under any circumstances, forward chain letters Respond to group e-mails appropriately Use actual English Don’t use your company e-mail for private e-mails Utilize CC and BCC properly Be careful what you say

189. Lose the attitude Don’t be a spammer Respect laws and regulations Get clarification Delete unnecessary content Keep signatures simple

190. Learning activity Group discussion: Identify some of the common mistakes made by e-mail senders that cause/create irritation and frustration on the part of the recipients at your organization. For each of these common mistakes identify an improvement strategy. Develop a Code of Good Practice: Proper and Professional e-mail Etiquette (10 principles) for all e-mail users at your organization.

191. 10 tips for effective emails 1. Think before you write. Plan your message. 2. Use the subject line to capture your reader's attention. 3. Keep your message short and clear . Remember that the screen shows only about half of what you see on hard copy. 4. If your message is long, give a summary at the start. 5. You are accountable for what you write . Always write your message as if your boss were going to read it. 6. Do not send angry messages . Take a few minutes to cool down before you start your email. 7. Don't type your message in capitals . Capitals are considered to be SHOUTING and are rude. 8. Respect common grammar & spelling conventions . Don't type your entire message in lower case, and run a spell / grammar check over the message. 9. Send messages only to people who need to read them. Respect other people's time and don't forward junk email to them. Use CC: and BCC: sparingly. 10. Proofread your message before sending it. You should always reread your message before you send it and correct any mistakes.

192. DRAFTING PROFESSIONAL BUSINESS LETTERS AND MEMORANDUMS Business Letter format - Block Refer to Sample Business Letter Business letter writing guidelines

193. BUSINESS LETTER WRITING GUIDELINES Use a professional tone Write clearly Organize your information logically Be persuasive Proofread your letter Useful phrases and vocabulary for writing business letters – refer to pages 67-71 in the Learner Manual

194. WRITING MEMORANDUM’S Purpose of Memo’s Written well, business memos are an efficient, effective way to communicate within an organization.  Memo Sections Heading Opening Body Closing

195. MEMORANDUM FORMAT

196. LEARNING ACTIVITY 7 Group discussion: Develop a set of 10 best practice criteria/guidelines for effective business letter writing at your organization.  Develop a set of 10 best practice criteria/guidelines for effective Memorandum writing at your organization.

197. CONCLUSION Summary of key points Final Questions Training Administration Summative Assessment

198. SUMMATIVE ASSESSMENT Compile a Portfolio of Evidence (PoE) in which you demonstrate your mastery and competence of the fundamental business writing principles, practice and process. Provide evidence of planning, research, consultation, organizing processes and rough notes and drafts etc. Provide work samples of the following documents that you’ve compiled: 1. Business Report at your organization (approx. 5-7 pages) 2. Minutes of a business meeting at your organization 3. Business Letter OR Memorandum at your organization (approx. 1-2 pages) 4. E-mail at your organization (internal and external) Submit within four (4) weeks of the completion of this training programme .