Things-to-remember for effective communication (Part 5)

In business, we must create friendliness with all those to whom we write. Friendliness is inseparable from courtesy. And courtesy demands a considerate and friendly behavior towards others. The following principles help promote courtesy.

a. Answer the letters promptly. In business, it is a general practice to answer a letter the same day it is received. Sometimes, you might need a back reference, or may have to refer to different departments for clarification of certain points or may need the consent of higher authorities. In all these cases, you should at least acknowledge the letter received and intimate the probable time you require to send a full reply.

b. Omit irritating expressions. Some words and expressions are negative in connotation and irritate the reader. Particularly, when used with ‘you’, they become provocative. Expressions like ‘you forgot’, ‘you failed’, ‘your irresponsible approach’ are bound to irritate or hurt the reader; so, scrupulously avoid them. Some other such expressions are:
You are probably ignorant/unaware
You neglected/ignored/overlooked/disregarded
Inexcusable/irresponsible/odious/obnoxious
We disagree with you/we do not believe/you leave us no choice, etc.

c. Apologize sincerely for an omission/thank generously for a favor. If you have overlooked or failed to do something, express your regrets promptly and sincerely and make up for the omission at the earliest. If omission is on part of someone else and he regrets it, promptly tell him that you do not mind and a sort of normalcy is restored. If someone does a favor to you, acknowledge it promptly and thank the person generously for bring kind to you.

d. Give correct facts. Business communication often leads to expensive operations. So you should be sure that you are using correct facts and expressing them in correct language. In fact, you should not transmit any message unless you are absolutely sure of its correctness. If your message involves any legal matter, you should know the correct legal position before you commit anything.

e. Send your message at the correct time. All messages must be transmitted and responded to at the most appropriate time. Outdated information is useless. The principle of correct timing stipulates that you communicate your message at a time when it is likely to prove most effective.

f. Send your message in the correct style. This may also be described as the principle of adaptability. You must adapt your message to the needs of the receiver. You must keep before his educational background, the width of his vocabulary, specialized knowledge of the subject, his psychological make-up etc. If he is a layman, all jargon must be excluded and facts must be explained in a simple language. If he is an expert in the subject, you may perhaps go into the subtleties of the issue. While adapting your message to the needs of the receiver, you must so change it that you preserve its factual as well as emotional content.