W R I T T E N C O M M U N I C AT I O N I N

A MANAGERIAL CONTEXT

Semester 1, 2024 – Week # 6

British Management University
Module Leader - Dr. Alisher Khasanov
AT T E N D A N C E T E L E G RA M C H A N N E L T O
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C O M M U N I C AT I O N ?

P R O V I D E YO U R
E X P L A N AT I O N
Written communication is the exchange of
information through written language,
including emails, letters, reports, memos, and
other written documents.
By understanding the various forms of written
communication and their specific purposes,
managers can convey information, provide
instructions, and make decisions more
efficiently.
 W R I T T E N C O M M U N I C AT I O N I N A M A N A G E R I A L
CONTEXT

1. Documenting information: Creating a permanent record of

decisions, agreements, and instructions.
2. Providing instructions: Clearly communicating tasks,
expectations, and deadlines.
3. Making decisions: Presenting information and recommendations to
support decision-making.
4. Building relationships: Establishing and maintaining relationships
with clients, customers, and stakeholders.
F O R M S O F W R I T T E N C O M M U N I C AT I O N I N B U S I N E S S
1. Emails: A common form of written communication for internal and
external correspondence.
2. Memos: Formal documents used to communicate within an
organization, often used for policy changes or announcements.
3. Reports: Formal documents that present information, analysis, and
recommendations.
4. Proposals: Formal documents that propose a solution to a problem
or a plan of action.
5. Letters: Formal documents used for external communication, such
as letters to clients or customers.
 PRINCIPLES OF EFFECTIVE BUSINESS WRITING

Effective business writing requires:

1. Clarity - means that the message is easy to understand and free

from ambiguity

2. Appropriate tone - refers to the attitude or feeling that is conveyed

through the writing.

3. Clear purpose - is the reason for writing it.

 CLARITY IN BUSINESS WRITING
Techniques for achieving clarity

1. Use simple language: Avoid jargon and technical terms, especially

when writing for a general audience.

2. Structure your writing logically: Use headings, subheadings, and

bullet points to organize your thoughts and make your writing easier
to follow.

3. Be specific: Avoid vague or general statements. Use concrete

examples and details to illustrate your points.

4. Proofread carefully: Check for spelling, grammar, and punctuation

errors.
 TONE IN BUSINESS WRITING
Selecting the appropriate tone: The tone of your writing should be
appropriate for the audience, context, and purpose of the
communication.

1. Formal tone: Used for official documents, such as reports and

proposals.

2. Informal tone: Used for internal communication, such as emails

and memos.

3. Persuasive tone: Used to convince or persuade the reader.

4. Neutral tone: Used for objective and informative communication.

 PURPOSE IN BUSINESS WRITING

Aligning content and structure with purpose: Ensure that the

content and structure of your writing are aligned with your intended
purpose.

For example, if your purpose is to persuade, you may want to use a

persuasive tone and structure your argument logically.
 B E S T P RA C T I C E S I N B U S I N E S S W R I T I N G
Organization of the document

1. Use headings and subheadings: Divide your writing into sections

to improve readability and make it easier for readers to find the
information they need.

2. Create a clear structure: Use a logical structure, such as an

introduction, body, and conclusion, to guide your reader through
your message.

3. Use bullet points and numbered lists: Break up large blocks of

text with bullet points or numbered lists to make your writing more
visually appealing and easier to read.
 B E S T P RA C T I C E S I N B U S I N E S S W R I T I N G

Precision and Brevity

1. Be specific: Avoid vague or general statements. Use concrete

examples and details to illustrate your points.

2. Eliminate unnecessary words: Cut out any words or phrases that

do not add value to your message.

3. Get to the point: State your main message clearly and concisely at
the beginning of your writing.
 C U LT U RA L I M PA C T O N T E A M DY N A M I C S

Grammar and Style

1. Follow grammar rules: Use correct grammar and punctuation to

ensure that your writing is clear and professional.

2. Maintain a consistent style: Use a consistent style throughout your

writing, including font, spacing, and formatting.

3. Proofread carefully: Check your writing for errors before sending it

out.
 VISUAL EXAMPLE
Before:
The company's new product line is expected to be a major success as it is
concidered to be innovative, affordable, and meets a groing customer need, and we
believe that this product will help us increase our market share and
profitability and will help company to pass throut the grwth challenges.
After:
New Product Line
Our new product line is expected to be a major success. It offers a unique
combination of innovation, affordability, and customer need. We believe it
will:
1. Increase our market share
2. Boost profitability
 C R O S S - C U LT U R A L C O N S I D E R AT I O N S I N W R I T T E N
C O M M U N I C AT I O N

1. Directness vs. Indirectness: In some cultures, it is considered

appropriate to be direct and assertive in written communication, while
in others, a more indirect approach is preferred.

• For example, in American business culture, it is common to be direct

and to the point, while in Japanese culture, a more indirect approach
is often preferred.
 C R O S S - C U LT U R A L C O N S I D E R AT I O N S I N W R I T T E N
C O M M U N I C AT I O N

2. Formality: The level of formality in written communication can vary

across cultures. Business writing in some cultures may require a more
formal tone, with the use of specific titles and honorifics. In other
cultures, a more informal tone may be acceptable.

• For example, in German business culture, it is common to use formal

titles and last names, while in American business culture, first names
are often used.
 C R O S S - C U LT U R A L C O N S I D E R AT I O N S I N W R I T T E N
C O M M U N I C AT I O N

3. Use of idioms: Idioms and cultural references may not be

understood by individuals from different cultures.

• For example, the idiom "raining cats and dogs" is not directly
translatable into many other languages.
 C R O S S - C U LT U R A L C O N S I D E R AT I O N S I N W R I T T E N
C O M M U N I C AT I O N

4. Hierarchy and respect: The use of titles and honorifics can vary
across cultures, reflecting differences in power distance and hierarchy.
In some cultures, it is important to show respect for authority and
hierarchy in written communication.

• For example, in a hierarchical culture (Korea, China), it may be

necessary to address individuals with their proper titles and
honorifics.
BREAK 20 MIN
Seminar
Activities
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
1. Students in a group of 2-3 will be assigned with a different business
scenarios requiring written communication
2. Each group drafts a professional email based on a given scenario,
focusing on clarity, tone, and purpose.
3. Each groups create a memo addressing an internal communication
need, ensuring that the message is clear, concise, and well-organized.
4. Each groups prepare a brief report based on a provided business
situation, structuring it with headings, bullet points, and clear sections.
5. Peer Review: After drafting, groups exchange their written documents
with another group for peer review.
6. Reviewers assess the clarity, tone, organization, and cultural
appropriateness of the written communication. They provide
constructive feedback on how each piece can be improved.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 1: Responding to a Client Inquiry
Context:
Your company, a marketing agency, has received an inquiry from a
potential client who is interested in your services for a new product launch.
The client has asked for details about your services, pricing, and availability.
Email Writing Task:
Draft an email to the potential client, providing them with the requested
information and encouraging them to move forward with your agency.
Ensure the tone is professional and persuasive.
Memo Writing Task:
Create a memo to your team, informing them about the potential client’s
inquiry and outlining the next steps if the client decides to proceed with
your services.
Report Writing Task:
Prepare a brief report summarizing the inquiry, the potential client’s needs,
and a recommended approach for the marketing campaign. Include an
overview of the services your company will offer and the expected timeline.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 2: Informing Employees of a Policy Change
Context:
Your company, a tech startup, is implementing a new remote work policy that
allows employees to work from home two days a week. The policy will go into
effect next month, and all employees need to be informed of the details.
Email Writing Task:
Draft an email to all employees, announcing the new remote work policy.
Explain the reasons behind the change and provide details on how the policy
will be implemented.
Memo Writing Task:
Create a memo for department managers, outlining their responsibilities in
ensuring the smooth implementation of the new remote work policy. Include
any specific instructions or guidelines they need to follow.
Report Writing Task:
Prepare a report for the executive team, detailing the rationale for the new
policy, the expected benefits, and any potential challenges. Include
recommendations for monitoring the policy’s effectiveness.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 3: Preparing a Progress Report for a Project
Context:
Your company, a construction firm, is in the middle of a large building project
for a corporate client. The client has requested a progress report to ensure
that the project is on track and within budget.
Email Writing Task:
Draft an email to the client, providing them with a brief update on the
project’s progress. Ensure the tone is professional and informative and offer to
answer any further questions.
Memo Writing Task:
Create a memo for the project team, summarizing the current status of the
project and any upcoming milestones. Highlight areas that need attention to
stay on schedule.
Report Writing Task:
Prepare a detailed progress report for the client, including an overview of
completed tasks, current activities, and upcoming work. Include sections on
the project timeline, budget status, and any issues encountered.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 4: Announcing a New Product Launch
Context:
Your company, a consumer electronics manufacturer, is about to launch a new
line of smart home devices. You need to communicate the launch details to both
external partners and internal teams.
Email Writing Task:
Draft an email to your company’s key distribution partners, informing them of the
new product launch and providing them with the necessary details, such as
launch date, product features, and marketing materials.
Memo Writing Task:
Create a memo to the sales team, detailing the new product line, its unique
selling points, and the sales strategy. Include instructions on how to pitch the
product to customers.
Report Writing Task:
Prepare a report for the marketing department, outlining the product launch
strategy, target market, and planned promotional activities. Include a timeline
and budget for the launch.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 5: Addressing a Customer Complaint
Context:
Your company, a hotel chain, has received a complaint from a guest about the
cleanliness of their room during a recent stay. The guest is a loyal customer, and
it’s important to address their concerns promptly.
Email Writing Task:
Draft an email to the guest, apologizing for the issue and explaining the steps
your company is taking to ensure it doesn’t happen again. Offer a gesture of
goodwill, such as a discount on a future stay.
Memo Writing Task:
Create a memo to the housekeeping staff, informing them of the complaint and
reminding them of the importance of maintaining high standards of cleanliness.
Provide any additional instructions needed.
Report Writing Task:
Prepare a report for the hotel management, summarizing the complaint, the root
cause of the issue, and the corrective actions taken. Include recommendations for
preventing similar complaints in the future.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 6: Requesting Budget Approval for a New Initiative
Context:
Your company, a non-profit organization, is planning a new community outreach
program and needs to secure budget approval from the board of directors.
Email Writing Task:
Draft an email to the board of directors, requesting their approval for the
proposed budget for the new initiative. Provide a brief overview of the program’s
goals and expected impact.
Memo Writing Task:
Create a memo to the finance department, outlining the budget request and the
financial resources needed to support the new program. Include a breakdown of
the budget categories.
Report Writing Task:
Prepare a detailed report for the board, providing an in-depth explanation of the
new initiative, its objectives, and the proposed budget. Include a financial forecast
and expected outcomes.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 7: Communicating a Corporate Restructuring
Context:
Your company, a large multinational corporation, is undergoing a restructuring
that will involve changes to the organizational structure and staff roles. You need
to communicate these changes clearly to both employees and stakeholders.
Email Writing Task:
Draft an email to all employees, explaining the reasons for the restructuring and
how it will impact them. Address any potential concerns and provide details on
the timeline for the changes.
Memo Writing Task:
Create a memo to department heads, outlining the specific changes to their
teams and the new reporting structure. Include instructions on how to
communicate these changes to their staff.
Report Writing Task:
Prepare a report for the board of directors, detailing the restructuring plan, the
expected benefits, and the potential risks. Include a section on how the changes
will be communicated and managed.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
Scenario 8: Launching an Employee Training Program
E M A I L S , M E M O S , A N D R E P O RT S
Context:
Your company, a financial services firm, is launching a new employee training
program focused on cybersecurity. You need to communicate the details of the
program to employees and ensure their participation.

Email Writing Task:

Draft an email to all employees, announcing the new training program and
explaining its importance. Provide details on how to register and the timeline for
completion.

Memo Writing Task:

Create a memo to the IT department, outlining their role in supporting the
training program, including any technical assistance needed and tracking
employee progress.

Report Writing Task:

Prepare a report for senior management, detailing the training program’s
objectives, content, and expected outcomes. Include a plan for evaluating the
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 9: Responding to a Request for Proposal (RFP)
Context:
Your company, a digital marketing firm, has received a Request for Proposal (RFP)
from a potential client looking for a comprehensive digital marketing strategy. You
need to prepare a response that outlines your company’s approach and pricing.
Email Writing Task:
Draft an email to the potential client, acknowledging receipt of the RFP and
expressing your interest in the project. Provide a brief overview of your
company’s capabilities and the next steps.
Memo Writing Task:
Create a memo to your team, assigning tasks for developing the proposal and
setting deadlines for each section. Ensure everyone understands their
responsibilities and the overall timeline.
Report Writing Task:
Prepare a brief report summarizing your company’s approach to the RFP,
including the proposed strategy, timeline, and budget. Highlight key areas that
differentiate your company from competitors.
 ACTIVITY 1: WRITING WORKSHOP ON PROFESSIONAL
E M A I L S , M E M O S , A N D R E P O RT S
Scenario 10: Communicating a Change in Leadership
Context:
Your company, a mid-sized consulting firm, is announcing a change in leadership,
with a new CEO taking over next month. It’s important to communicate this
change to employees and clients clearly and positively.
Email Writing Task:
Draft an email to clients, informing them of the leadership change and introducing
the new CEO. Reassure them that the company’s commitment to service
excellence will remain unchanged.
Memo Writing Task:
Create a memo to employees, announcing the leadership change and providing
details on what to expect during the transition. Include a message from the new
CEO and any upcoming meetings or events.
Report Writing Task:
Prepare a report for the board of directors, outlining the communication strategy
for the leadership change. Include details on messaging, timing, and any potential
challenges to address.
 ACTIVITY 2: GROUP DISCUSSION ON CROSS-
C U LT U RA L T E A M C O M M U N I C AT I O N

1. Students in groups of 3-4 will be provided with examples of written

communication from different cultural contexts.
2. Students to analyze the tone, structure, and language used in each
example
3. In their groups, students discuss how cultural norms influence written
communication styles and how these differences might affect business
interactions.
4. Each group will present their examples and discussion points.
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N

1. Japanese Business Letter

Dear Mr. Smith,

We sincerely appreciate your proposal dated September 15, 2024, regarding the
potential partnership between our companies. After careful consideration, we are
pleased to express our interest in further discussions.
We believe that this partnership could be mutually beneficial, and we look forward to
exploring the possibilities in more detail. Please let us know your availability for a
meeting at your earliest convenience.
Thank you once again for your proposal. We highly value your interest in our company
and look forward to working together.
Sincerely,
Hiroshi Tanaka
General Manager
XYZ Corporation
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N

2. American Email

Hi Team,

Thanks for the productive meeting earlier today. Here are the key takeaways:

1. John will draft the proposal by Friday.

2. Sarah will review the budget and provide feedback by Monday.
3. I will finalize the presentation for our client meeting next week.

Please confirm that you’re on track with these tasks. Let’s aim to have everything ready
by our next check-in on Wednesday.

Best,
Mark
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N
3. German Business Email

Dear Mr. Müller,

Thank you for your message. We hereby confirm receipt of the draft contract and would
like to suggest a few points for further clarification.

1. Please confirm the delivery date for the first delivery.

2. The price stated in the contract seems to be correct. Can you confirm this as well?
3. We ask that you return the signed contract by October 15th.

If you have any further questions, I will be happy to help.

Kind regards,
Klaus Becker
Sales Manager
ABC GmbH
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
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4. British Business Letter

Dear Ms. Johnson,

I hope this letter finds you well. I am writing to discuss the renewal of our contract,
which is due for review at the end of the current quarter.

We have been most satisfied with our partnership and are keen to continue our
collaboration. I would be grateful if we could arrange a meeting at your earliest
convenience to discuss the terms of the renewal.

Please let me know a suitable time for you, and I will do my utmost to accommodate
your schedule.

Yours sincerely,
Emily Parker
Client Relations Manager
London Consulting Ltd.
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
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5. Mexican Business Letter

Dear Carlos,

I hope you are well and that you had a great week. I want to thank you for the support
you have given us in the recent project; your contribution has been invaluable.

I would like to ask you a favor regarding next Monday's presentation. If you have the
opportunity, could you review the slides and offer me your comments? I know that your
opinion will be very useful to ensure that everything is in order.

I thank you very much in advance and I look forward to your response.

Kind regards,

María González
Project Manager
Innovación y Soluciones S.A.
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N
6. Chinese Business Letter

Dear Mr. Li,

Thank you for your long-term support and cooperation. We highly appreciate your
consistent high-quality service.
However, we found some quality problems in the recent supply of goods, which may be
caused by negligence in some process details. We hope to discuss and solve this
problem with your company to ensure smoother cooperation in the future.
Please arrange time to contact us to discuss the next steps. We believe that through the
joint efforts of both parties, a solution that satisfies both parties can be reached.

Sincerely,
Best regards!
Wang Wei
Purchasing Manager
Oriental International Trading Company
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N

7. Australian Business Letter

G’day Matt,

Hope you’re doing well. Just wanted to check in on the status of the marketing materials
we discussed last week. How’s it coming along?

No rush, just let me know if you need any help or if there’s anything you need from my
end.

Cheers,
Sam
Marketing Manager
Down Under Advertising
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
W R I T T E N C O M M U N I C AT I O N
8. Indian Business Letter

Dear Mr. Rao,

I trust this email finds you well. I am writing to seek your guidance and approval on a
new project proposal that I believe will greatly benefit our department.
The project aims to enhance our client engagement strategies by implementing a new
CRM system. I have attached a detailed proposal document for your review.
Your feedback and suggestions would be highly valued, and I look forward to discussing
this further at your convenience.

Thank you for your consideration.

Best regards,
Arjun Patel
Business Development Executive
GlobalTech Solutions Pvt. Ltd.
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
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9. Dutch Business Letter

Dear colleagues,

We are in the final phase of the project and I would like to thank you for your efforts so
far. It is now time to finalize the last details.

I propose to schedule a meeting next week to go over the project planning and discuss
any outstanding items. Let me know which day suits you best.

I look forward to your feedback and to a successful completion of this project.

Kind regards,
Johan de Vries
Project Manager
Innovatie BV
 A C T I V I T Y 2 : D I S C U S S I O N O N C R O S S - C U LT U R A L
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10. South Korean Business Letter

Dear Mr. Johnson,

We wish you continued prosperity and development. Our company is deeply interested
in the potential cooperation with you.

In particular, we would like to explore opportunities to create mutual benefits through

joint ventures with you. We look forward to discussing the details of our cooperation.

Thank you for your time and attention, and we look forward to your positive response.

Thank you.

Junho Lee
CEO
Korea Global Enterprises
END OF WEEK 5 SEMINAR

EMAIL ME:
AKHAS ANOV@[Link]