Describe how to write clear, polite written communication such as a business email, and explain why clear writing matters at work

What this dot point is asking

You need to describe how to write clear, polite written communication such as a business email, and explain why clear writing matters at work. A business email or message represents the business, so it must be clear and polite. Keep your answer practical: know the parts of an email, write simply and politely, and be ready to explain the problems that bad writing causes.

The answer

What written business communication is

Written business communication is any message a business sends in writing - emails, messages, letters, and notes - to customers, suppliers, and staff. Because the reader cannot ask questions in the moment, the writing must be clear enough to understand on its own, and polite because it represents the business.

The parts of a clear business email

A clear business email has these parts, in order:

1. A clear subject line - a few words saying what the email is about, for example "Order for 10 boxes of paper".
2. A polite greeting - for example "Dear Mr Tan" or "Hello".
3. The main message - written clearly and politely, saying exactly what is needed, in short sentences.
4. A polite ending - for example "Thank you" or "Best regards".
5. The sender's name - so the reader knows who it is from.

How to write clearly and politely

To write well:

• Keep it short and simple. Use plain words and short sentences. Say what you need clearly.
• Be polite. Use "please" and "thank you", and a friendly, respectful tone.
• Be organised. Put one idea per sentence, and the most important point near the start.
• Check before sending. Read it through and fix spelling and mistakes, so it looks professional.

Why clear writing matters at work

Clear, polite writing matters because:

• The reader understands exactly what is needed, which avoids mistakes, wrong orders, and delays.
• It gives a good impression of the writer and the business, building a good relationship with customers and suppliers.
• It saves time - a clear message does not need a second message to explain it.

Problems with bad writing

A badly written message can cause real problems: the reader may misunderstand what is wanted, leading to mistakes; and a rude or careless message gives a bad impression that can damage the relationship with the customer or supplier.

Examples in context

Example 1. A clear order email to a supplier. A cafe worker emails a supplier with the subject "Order for this week", a polite greeting, a short clear list of what is needed and the delivery date, and a polite ending with her name. The supplier reads it once, understands exactly what to send, and delivers correctly. Clear writing prevented a wrong order and saved a follow-up message.

Example 2. A poorly written message causing a mistake. A worker sends a rushed message with no subject line and unclear wording: "send some boxes soon". The supplier guesses the wrong quantity and delivers late. The vague, careless message caused a mistake and a delay, and made the worker look unprofessional, showing why clear, polite writing matters.

Try this

• Cue. State two things a business email should include, and explain why it should be polite. Cover parts such as a subject line, greeting, clear message, or sender's name, then link politeness to a good impression and a good relationship.

• Cue. Describe the main parts of a clear business email, in order. Work through the subject line, greeting, main message, polite ending, and sender's name, with a word on checking spelling.

• Cue. Explain two problems that can happen if a work message is written badly. Think about the reader misunderstanding and making mistakes or delays, and a rude or careless message giving a bad impression that harms the relationship.