Communication for work purposes

Why workplace writing is different

In school you write mostly for a teacher who must read your work. At work you write for busy people who may read only the first lines, who decide quickly what to do, and who may keep your message as a record. A principal approves a request, an HR officer shortlists an application, a barangay or LGU office files a letter. In each case the document does a job, and it must do that job on the first reading.

1. The features of good workplace communication: the 7 Cs

A simple checklist helps you judge any workplace message before you send it. The checklist is known as the 7 Cs. At an introductory level, keep each C in mind as a question to ask of your draft: clear, concise, concrete, correct, coherent, complete and courteous.

2. Business letters

A business letter goes to a reader outside your organization, such as a supplier, an office or an employer.

Parts of a business letter

Some letters add a subject line (below the salutation), an enclosure notation (Enclosure: résumé) when something is attached, and reference initials.

Formats

Common kinds of business letters

• Letter of inquiry. Asks for information, such as prices, schedules or requirements. State exactly what you want to know, and thank the reader.
• Letter of request. Asks the reader to do something, such as grant permission or lend a venue.
• Letter of complaint or claim. Reports a problem (late delivery, damaged goods, wrong billing) and asks for a remedy. Stay factual: give dates, order numbers and what you want done. Do not insult the reader.
• Letter of adjustment. The reply to a complaint or claim. When the claim is granted, give the good news first (for example, We will replace the six damaged chairs at no cost) and then explain. When it cannot be granted, give the reason with tact.
• Order letter. Places an order. Give the item, quantity, price, delivery address and date, and the way of payment.

3. The memorandum

A memorandum (memo) is a short written message used within an organization: from a principal to teachers, from a department head to staff, from a manager to a team. It announces, instructs, reminds, requests or reports. Because the people know each other and share a workplace, it has no salutation, no complimentary close and, usually, no signature; the writer may write initials beside the typed name.

A memo has a heading of four parts.

• TO: the reader or readers.
• FROM: the writer.
• DATE: the date of writing.
• SUBJECT: a short, specific phrase saying what the memo is about.

Put the main point first. A memo is the right choice for internal matters; a letter is the right choice for a reader outside the organization.

4. Professional e-mail

E-mail is the most common workplace channel, but it is still workplace writing. It may be read by many people and kept for years, so apply the 7 Cs.

• Subject line. Make it specific so the reader knows the purpose before opening it. Request for approval: Grade 6 field trip on 12 February is better than Hello or Important.
• Greeting. Use the reader's title and surname for a supervisor or an unknown person: Dear Ms. Dizon, or Good morning, Sir,. A closing such as Respectfully, or Thank you, and your full name and position complete the message.
• Body. Put the purpose in the first sentence and keep paragraphs short.
• TO, CC and BCC. TO is for the people who must act. CC (carbon copy) is for people who should only be informed; every recipient can see the CC addresses. BCC (blind carbon copy) hides those addresses from the other recipients, which is the right choice for a mass mailing to people who should not see one another's addresses.
• Attachments. Mention the attachment in the message, give the file a clear name such as Dela-Cruz-Resume.pdf, and check that it is the right file before sending.
• Reply vs. reply-all. Reply only to the sender unless every person on the list needs your answer.
• Tone. Avoid ALL CAPITALS, slang and emojis in formal messages.

5. The résumé and the application letter

A résumé is a one- or two-page summary of who you are as a worker. Its purpose is to get you an interview, not to tell your whole life story. The application letter accompanies it.

Résumé formats

Contents

• Contact details: full name, mobile number, a professional e-mail address, and your city.
• Career objective or profile: two or three lines that match the job.
• Education: degree, school and year.
• Experience or skills: job title, organization, dates and achievements, written with action verbs (organized, trained, reduced).
• Character references: names and contact details of people who know your work, with their permission.

What to leave out

• Details that do not help the employer decide, such as religion, height or weight, unless the job requires them.
• Salary expectations and the reasons you left past jobs; these are discussed later if asked.
• Unrelated hobbies, an informal e-mail address such as sweetie_pie99@example.com, and any statement that is not true.

The application letter

The application letter is a business letter, usually in full block or modified block format. It has three parts: (1) an opening that names the position and says where you learned of it; (2) a middle that selects two or three of your strongest qualifications for this job and refers to the résumé; and (3) a closing that asks politely for an interview and gives your contact number.

6. The job interview

Preparation

• Learn about the school, BPO or LGU office: what it does, and what the post requires.
• Practice answers to likely questions aloud.
• Bring clean copies of your résumé and the documents the employer asked for. Plan your trip so you arrive early.
• Dress neatly, greet everyone politely and prepare a question or two of your own.

Common questions

• Tell me about yourself. Give a short summary of your education, experience and goals, related to the job.
• Tell me about a time when you solved a problem. This is a behavioral question, best answered with STAR.

The STAR method

Use I for your own actions, and end on the result. Close the interview with thanks, and consider a short thank-you e-mail.

7. Meetings and their records

The agenda and the notice of meeting

An agenda is the list of topics to be taken up, in order. A typical order is: call to order; reading and approval of the minutes of the last meeting; reports; old (unfinished) business; new business; announcements; adjournment. A notice of meeting is the message sent ahead of time that tells members the date, time and place, and usually carries the agenda.

The minutes of a meeting

The minutes are the official record of what was discussed and decided. They are taken by the secretary, written objectively and kept on file. They record decisions and actions, not every word that was said.

• Heading: the name of the group, the kind of meeting, and the date, time and place.
• Attendance: who was present and who was absent.
• Call to order and approval of the previous minutes.
• Reports and business: the main points discussed, each motion with the name of the mover and seconder and the result, and the assignments given (who will do what, by when).
• Adjournment: the time the meeting ended.
• Signatures: Prepared by the secretary and, often, Noted or Approved by the chairperson.

Motions at an introductory level

A motion is a formal proposal that the group take an action. The usual steps are: (1) a member says I move that ... ; (2) another member seconds it, which shows that at least two members want it discussed; (3) the chair states the motion; (4) members discuss it; (5) the chair calls for a vote; and (6) the chair announces whether the motion is carried or lost. A motion to adjourn ends the meeting. Without a second, the motion is not discussed.

8. Reports and proposals

Guided writing task (not graded)

Choose a real or imagined job posting, such as a teaching post, a BPO post or a clerk post at a city hall. Write an application letter in full block format using a made-up name and address. Use the three parts: opening, middle, and closing. Check your draft against the 7 Cs. Then write a one-line e-mail subject that you would use if you sent the letter as an attachment.