Unit 2: Written Communication
1. Planning and Executing Business Messages
The 3×3 Writing Process
Executing professional written communication requires a systematic approach to ensure clarity, impact, and audience engagement.
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| THE 3x3 WRITING PROCESS |
+--------------------+--------------------+-------------------------------+
| PLANNING | WRITING | REVISING |
| (Analysis & Idea) | (Drafting Context) | (Editing & Formatting) |
+---------+----------+---------+----------+---------------+---------------+
| | |
v v v
• Define Purpose • Organize Content • Edit for Clarity (7 Cs)
• Profile Audience • Frame Strategy • Proofread Grammar
• Choose Channel • Draft Content • Check Layout Format
Audience Analysis & Message Strategy
Direct Approach (Deductive): Put the main point, news, or conclusion in the first paragraph, followed by supporting details. Used for positive, routine, or neutral messages.
Indirect Approach (Inductive): Begin with a neutral buffer, provide explanation/reasoning, state the main point, and close pleasantly. Used for delicate, negative, or persuasive messages.
2. Emails & Informal Messages on E-Platforms
Professional Email Writing
Emails are the primary tool for workplace coordination. They require structure to avoid ambiguity and maintain professional standards.
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| STANDARD EMAIL STRUCTURE |
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| TO: recipient@company.com |
| CC: stakeholder@company.com (For Information Only) |
| SUBJECT: Clear, Actionable Subject Line (e.g., Request: Q3 Report Review)|
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| SALUTATION: Dear [Name] / Hello [Team], |
| |
| OPENING: State core intent clearly (Direct approach) |
| BODY: Bullet points / brief paragraphs containing key facts |
| CLOSING: Clear call to action with deadline |
| |
| SIGN-OFF: Regards, / Best regards, |
| [Sender Name] | [Job Title] | [Contact Info] |
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Informal Messages on E-Platforms (Slack, Teams, WhatsApp Work)
- • Tone: Conversational yet professional; avoid slang or overly casual abbreviations.
- • Etiquette: Keep messages concise, respect working hours, and use thread replies to maintain organized discussions.
3. Standard Layout of a Formal Business Letter
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| COMPANY LETTERHEAD |
| 123 Business Avenue, City, State |
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| Date: October 24, 2026 |
| |
| Receiver's Designation/Address: |
| Mr. Rajesh Sharma |
| Operations Manager |
| XYZ Enterprises, Sector 62, Noida |
| |
| Subject: Proposal for Annual IT Support Services |
| |
| Salutation: Dear Mr. Sharma, |
| |
| Body Paragraphs: |
| - Introduction: Purpose of the letter. |
| - Content/Details: Facts, figures, or proposal specifics. |
| - Conclusion: Call to action / expected next steps. |
| |
| Complementary Close: Sincerely, / Yours truly, |
| Signature / Designation: |
| [Signature] |
| Amit Kumar | Senior Business Manager |
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4. Negative Messages (Direct vs. Indirect Approach)
Delivering bad news requires tact to preserve professional relationships and protect brand reputation.
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| NEGATIVE MESSAGE APPROACHES |
+----------------------------------+--------------------------------------+
| DIRECT APPROACH | INDIRECT APPROACH |
| (Urgent / Minor Bad News) | (Sensitive / High Impact Bad News) |
+----------------------------------+--------------------------------------+
| 1. Direct Bad News Statement | 1. Neutral Buffer Statement |
| 2. Explanation / Reasons | 2. Logical Explanation / Context |
| 3. Alternative Solution | 3. Gentle Delivery of Bad News |
| 4. Positive, Forward-Look Close | 4. Alternative / Positive Close |
+----------------------------------+--------------------------------------+
Comparative Structure
Direct Approach Example: “Your application for the promotion was not selected. The panel required candidate certifications in advanced PMP.”
Indirect Approach Example: “Thank you for participating in the internal promotion interview. We evaluated many strong candidates. While your performance was commendable, another candidate with PMP certification was selected. We encourage you to apply for upcoming skill workshops.”
5. Persuasive Messages (AIDA Model)
Persuasive messages aim to influence readers to adopt an idea, purchase a product, or grant a request.
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| AIDA MODEL STEPS |
+-----------+-----------+
|
+--------------------------+--------------------------+
| | |
+-------v-------+ +-------v-------+ +-------v-------+
| ATTENTION | -----> | INTEREST | -----> | DESIRE |
| Hook reader | | Facts/Features| | Benefits/Proof|
+---------------+ +---------------+ +-------+-------+
|
v
+---------------+
| ACTION |
| Clear CTA |
+---------------+
6. Business Letters & Correspondence Types
7. Employment Communication (Job Application, Cover Letter, Resume & Resignation)
Job Application Package Components
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| JOB APPLICATION PACKAGE |
+------------------------------------+------------------------------------+
| COVER LETTER | RESUME |
| (Customized Persuasive Pitch) | (Structured Fact Sheet) |
+------------------------------------+------------------------------------+
| • Hook & Position Target | • Contact Details |
| • Matching Skills to Job Role | • Professional Summary |
| • Call to Action (Request Interview)| • Work Experience / Projects |
| | • Education & Skills |
+------------------------------------+------------------------------------+
Resume Structure Types
- • Chronological Resume: Highlights continuous work history in reverse chronological order. Best for standard career progression.
- • Functional Resume: Emphasizes skills and accomplishments rather than employment dates. Best for career switches or employment gaps.
- • Combination Resume: Blends functional skill highlights with a detailed reverse-chronological work history.
Standard Resignation Letter Layout
A formal document giving proper notice to end employment gracefully.
Essential Elements:
- • Statement of resignation and exact final working day.
- • Reason for leaving (optional/kept brief).
- • Expression of gratitude for workplace opportunities.
- • Offer to assist with task handover during notice period.