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INSTITUTE OF LEADERSHIP & MANAGEMENT

SUPERSERIES

Writing
Effectively
FOURTH EDITION

Published for the

Institute of Leadership & Management by
OXFORD AMSTERDAM BOSTON LONDON NEW YORK PARIS
SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO
Pergamon Flexible Learning
An imprint of Elsevier Science
Linacre House, Jordan Hill, Oxford OX2 8DP
200 Wheeler Road, Burlington, MA 01803

First published 1986

Second edition 1991
Third edition 1997
Fourth edition 2003

Copyright © ILM 1986, 1991, 1997, 2003

All rights reserved.

No part of this publication may be reproduced in any material form (including

photocopying or storing in any medium by electronic means and whether
or not transiently or incidentally to some other use of this publication) without
the written permission of the copyright holder except in accordance with the
provisions of the Copyright, Designs and Patents Act 1988 or under the terms
of a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court
Road, London, England W1T 4LP. Applications for the copyright holder’s written
permission to reproduce any part of this publication should be addressed
to the publisher

British Library Cataloguing in Publication Data

A catalogue record for this book is available from the British Library

ISBN 0 7506 5883 5

For information on Pergamon Flexible Learning

visit our website at www.bh.com/pergamonfl

Institute of Leadership & Management

registered office
1 Giltspur Street
London
EC1A 9DD
Telephone 020 7294 3053
www.i-l-m.com
ILM is part of the City & Guilds Group

The views expressed in this work are those of the authors and do
not necessarily reflect those of the Institute of Leadership &
Management or of the publisher

Authors: Clare Donnelly and Howard Senter

Editor: Clare Donnelly
Editorial management: Genesys, www.genesys-consultants.com
Composition by Genesis Typesetting Limited, Rochester, Kent
Printed and bound in Great Britain by MPG Books, Bodmin
 Contents

Workbook introduction v
1 ILM Super Series study links v
2 Links to ILM qualifications v
3 Links to S/NVQs in Management vi
4 Workbook objectives vi
5 Activity planner viii

Session A Why and when to write 1

1 Introduction 1
2 Writing versus speech 2
3 The advantages of writing 8
4 Summary 20

Session B Writing for results 21

1 Introduction 21
2 Reaching the destination 22
3 Getting the reader’s attention 24
4 Plain words 31
5 Making the right impression 39
6 The human touch 46
7 Summary 56

Session C Planning and laying out your writing 57

1 Introduction 57
2 Planning your writing 58
3 Laying out written documents 68
4 Including visual materials 75
5 Summary 86

iii
Contents

Performance checks 87
1 Quick quiz 87
2 Workbook assessment 89
3 Work-based assignment 92

Reflect and review 95

1 Reflect and review 95
2 Action plan 97
3 Extensions 99
4 Answers to self-assessment questions 103
5 Answers to activities 107
6 Answers to the quick quiz 109
7 Certificate 110

iv
 Workbook
introduction

1 ILM Super Series study links

This workbook addresses the issues of Writing Effectively. Should you wish to
extend your study to other Super Series workbooks covering related or
different subject areas, you will find a comprehensive list at the back of this
book.

2 Links to ILM Qualifications

This workbook relates to the following learning outcomes in segments from

the ILM Level 3 Introductory Certificate in First Line Management and the
Level 3 Certificate in First Line Management.

C9.6 Written Communication

1 Understand the need for written communications
2 Select the most appropriate format for effective written
communication in specific situations
3 Produce effective written communication which responds to
requests for information or generates actions
4 Use standard conventions when writing letters, memos, reports
and e-mails
5 Use an appropriate tone and level of language in specific
situations

v
Workbook introduction

3 Links to S/NVQs in Management

This workbook relates to the following elements of the Management

Standards which are used in S/NVQs in Management, as well as a range of
other S/NVQs.

D1.2 Inform and advise others

It will also help you develop the following Personal Competences:

䊏 communicating;
䊏 influencing others.

4 Workbook objectives

Communicating is what management is all about. You have to lead, motivate,

instruct, advise and persuade your team, your own managers and your
customers, and you do it by communicating. Research actually shows that
communication takes up well over half of a manager’s time.

Most of that communication consists of talking and listening to others.

Writing plays a smaller, but highly significant, part because:

䊏 it reaches more people;

䊏 it goes on the record;
䊏 it can travel through time and space;
䊏 wherever it goes it carries an impression of you, your skills and your
personality.

If you want to get on in life, your speaking skills will be extremely important,
but so will your writing skills.

vi
 Workbook introduction

These are both skills that all managers and team leaders need to develop.

Take Stefan. He was famous for his blunt speaking and ability to ‘get
things done’ but when he moved into a management role and had to
do more of his communicating in writing, he was embarrassed. His
spelling wasn’t very good, and he somehow couldn’t discover how to
put things clearly without sounding aggressive.

Or take Rosie. She had spent a couple of years working in a solicitor’s

office, and never used a short word when a longer one was available.
Her e-mails and memos became famous for agonizing complexity,
which some people in her firm found very funny.

Both Stefan and Rosie suffered from their lack of skill in writing in that:

䊏 they found it hard to get their messages through;

䊏 their personal credibility was at risk.

Written communication skill is not about learning to be a poet or a novelist.

It is about becoming a more effective person. A person who can get through
to other people, make them understand, and get results. A person who grows
in stature by becoming a better communicator.

In this workbook we will think about where and why writing tends to work
better than speech, and vice versa. We will explain how to make sure that
written communications reach their target and get the reader’s attention. We
will also help you improve the impression your written material gives to the
reader, which is just as important. As part of this, we’ll consider how you can
help your readers by keeping your writing short and simple, and using simple
tables and graphics.

4.1 Objectives
On completion of this workbook you will be better able to do the following.

䊏 Decide when it is more useful to write than to speak, and when a combination
of the two is even more useful.
䊏 Give your written communications a better chance of:
䊏 reaching their destination;
䊏 being noticed;
䊏 being read;
䊏 being understood.

vii
Workbook introduction

5 Activity planner

The following Activities require some planning so you may want to look at
these now.

䊏 In Activity 11 you are asked to analyse the kind of written documents that you
produce.
䊏 Activity 25 asks you to start compiling your own ‘writer’s handbook’.

Some or all of the Activities may provide the basis of evidence for your
S/NVQ portfolio. All portfolio activities and the Work-based assignment are
signposted with this icon.

The icon states the elements to which the portfolio activities and Work-based
assignment relate.

viii
 Session A
Why and when to
write

1 Introduction

We communicate because we need to. All of our social and economic

structures depend on it. Our spoken languages are very powerful and flexible:
before people invented writing, speech was the only way to pass on wisdom,
history, stories, skills and ideas from one generation to the next. Human
societies managed with speech alone for thousands of years.

Spoken language has its limits, however. As soon as humans got involved in
large-scale activities, including business, they found they needed something
more.

Suppose you have made a contract with a farmer to buy 20 pigs in six months’
time, providing 100 lengths of timber in payment. How do you record the
details that you have agreed? If there was only one such contract, you would
probably state the terms in front of witnesses, so that everyone concerned
would remember them. The room for disputes about what precisely was
agreed would then be small.

But no-one would trust human memory to recall the exact details of 20, or
100, contracts.

That seems to be why writing was first invented, about 8000 years
ago in the Middle East.

1
Session A

2 Writing versus speech

There are three main methods of communication – visual, spoken and written
– written communication is the one we acquired most recently. It’s still the
one we need to work hardest at. Children learn to use their eyes and to speak
their language without any difficulty, but learning to write is always a struggle.
That’s why people, in most situations, prefer to use speech rather than writing
to send their messages, and prefer to receive them by listening or looking at
images rather than reading.

Visual communication, including body language, is going on all the time, and
we are hardly conscious of it, though probably we should be.

If you want to find out a great deal more about non-verbal communication of
all types, see Making Communication Work in this series.

There are obviously some situations when it is vital to speak – and when it
would be stupid to write. For example, if there was a fire and you had to
evacuate the building, it would not be a brilliant idea to inform your workteam
by pinning up a notice.

Here are some more situations where speaking would be better.

䊏 When you want to ask someone the time.
䊏 When someone in your workteam asks for help.
䊏 When your views are requested at a meeting.
䊏 When you are asked for a personal opinion ‘off the record’.
䊏 When you are showing someone how to perform a task.

2 mins
Activity 1
Think about the situations I have just described. What can you say in general
about situations where speech is better than writing?

2
 Session A

You may have put it differently, but I hope you agree with me that there are
three kinds of situation where speech is definitely the better choice.

䊏 When you need to communicate immediately.

䊏 When the person you need to reach is readily available.
䊏 When there is no need to put your words on record.

If you don’t have to write, there is no point in doing so, because in general
speech has three advantages over writing.

Speech is quicker, but 䊏 It is more immediate.

writing may save you 䊏 It has more impact.
time in the long run.
䊏 It is a lot quicker than writing.

With e-mail and the Internet widely available, the written word has recently
been gaining ground. But research into what managers do shows that, while
they spend up to two-thirds of their time communicating (in meetings or with
individuals), two-thirds of this time is spent listening and speaking. Only a
small amount of their time is spent reading or writing.

Nevertheless writing has many uses, and some important advantages. I will
use a few examples to show what I mean. The first example comprises notes
of an ‘incident’.

Don witnessed a nasty accident in the hospital canteen’s delivery bay.

Two employees were hurt when the tailgate of a lorry came
unfastened. As soon as they had been taken around to Casualty, the
Catering Services Manager called Don into her office and, after
checking that he was personally all right, she asked him what he had
seen. While Don talked, she took notes. When he had finished she
said ‘Right, Don. Nasty business. You’d better get all that down in
writing now.’

There is more on notes in Session C.

3
Session A

2 mins
Activity 2

What will be the advantages of having Don’s statement in writing? Make a

note of two advantages.

Evidence will be needed because there might well be a formal investigation by

the Health and Safety Executive. At the very least, the two injured employees
will probably want to claim compensation, and the case may go to a Tribunal.
(There is also a legal requirement to enter this kind of incident in the Accident
Book, but that is a separate matter.)

Human memory fades, and as time passes we become less and less able to
recall events accurately; so it makes sense to get the facts down in writing at
the first opportunity. Don’s statement will be filed and used at a later date,
and may be circulated to a number of different locations.

We can sum up the advantages of a written statement by saying:

䊏 it creates a permanent record;

䊏 it is more likely to be accurate than anyone’s memory over time, so errors
are avoided;
䊏 it can cross both time and space to be used again.

The second example is a discussion paper.

Manjit had been reporting problems with a particular supplier since

the beginning of the year. The Purchasing Committee was due to meet
in a fortnight’s time, and Manjit was asked to submit a full report
about the problems that had occurred, giving precise details of dates,
materials involved and any correspondence that had taken place. ‘It
needs to be completely accurate, so check your facts carefully’, she
was told. ‘Your report will be the basis for deciding whether or not we
go on using them.’

4
 Session A

3 mins
Activity 3

What were the advantages of having Manjit put her information in writing?
Make a note of two advantages.

A less efficient committee would just have asked Manjit to come along and tell
them about the problems. However, this is an important business matter and
it is not wise to rely on a verbal account alone as:

䊏 it is likely to be incomplete;
䊏 hard facts and definite evidence may be lacking;
䊏 personal bias may creep in.

It is far better to ask for a written report, giving Manjit time to dig up facts,
dates and copies of letters, and to send copies of the report to committee
members in advance of the meeting.

They can then think about it beforehand, and prepare their questions and
comments. Manjit can also be invited to attend the meeting, to answer these
questions and add her own views. This is businesslike, fair and efficient.

So the advantages of having a written report in advance are:

䊏 it should provide a complete and detailed record of the facts;

䊏 it should be reliable and credible, because there is time to prepare it
properly;
䊏 it can cross time and space to form the basis of a later discussion.

The third example is a quick reference card.

In Marie’s section of a large mail-order firm staff turnover was high,

and a lot of Marie’s time was taken up with giving basic training in the
correct procedures to newly recruited telephone clerks. These took
time to sink in, and the clerks frequently made mistakes, or got stuck,
and had to call on Marie to help.

5
Session A

Marie decided to deal with this by listing the main points of each
procedure on sheets of card, and giving a set to each clerk after the
initial training session. She told them to refer to the cards when they
weren’t sure what to do, and only to come back to her if there was
a major problem. It took her several hours to work out what the key
points should be, and how to put them, but she felt the effort was
worth it.

3 mins
Activity 4

What would be the advantages of using a ‘quick reference card’ rather than
just telling staff what to do? Make a note of two advantages.

Marie and her clerks were wasting a lot of time when she relied on spoken
instructions only. Using her new cards meant that inexperienced clerks made
fewer mistakes and wasted less of Marie’s time.

The advantages of writing in this example are:

䊏 it saves time and money;

䊏 it helps new recruits learn the job more quickly;
䊏 it ensures consistency, because everyone has the same instructions and it
helps to avoid errors;
䊏 it can cross time and space to form the basis of solving later problems and
training new staff.

My final example is the minutes of a meeting.

When Steve read the minutes of the monthly management meeting

he saw he was reported as saying ‘There is no question of anyone
from my team being sent on the Advanced Course as they do not
have the intellectual ability.’ He argued with the secretary: ‘That’s

6
 Session A

wrong. I didn’t say that!’ but when he was asked whether his own
notes of the meeting showed something different, he had to admit he
hadn’t made any. The secretary declined to change the minutes,
though in the minutes of the next meeting, he did let Steve add a
comment to the effect that ‘he might have been hasty in his
judgement’.

3 mins
Activity 5

What are the advantages of having written minutes to record what was said
at a meeting? Make a note of two advantages.

Dr Jones was
absolutely fed up with
his patient, Mrs W.
One day he wrote on
her file ‘this woman is ‘Minutes’ are really only notes, though they are accurate and rather formal
a complete idiot.’ On notes. They are essential for keeping track of what happened in earlier
her next visit, she
meetings, and for passing on views, facts and decisions. In committees, many
happened to see the
file – and promptly people may speak, complicated arguments may arise and there may be
made a formal disagreements. The committee must have an accurate record.
complaint to Dr Jones’
managers.
So the advantages of having written minutes are that:

䊏 they provide an accurate record of past meetings;

䊏 they can contain as much detail as needed (though it’s a bad mistake to put in
too much detail);
䊏 they cross space and time to inform and guide other people’s actions.

There are some other lessons from this example: it pays to make your own
notes of what happens at meetings, in case a disagreement arises later. And
where formal minutes are being taken, it pays to think before you speak.

7
Session A

3 The advantages of writing

The main practical difference between speech and writing is that speech is
temporary. Like the ripples on a pond, speech soon fades away without a
trace. Speech is fine for getting immediate action and communicating small
amounts of information, but it is very ineffective when:

䊏 the speaker tries to communicate a lot of information;

䊏 the listeners have to remember it for a long time.

Human beings generally are not always good at listening and remembering.
We often mis-hear, or misinterpret what we hear, and we have only a limited
capacity for absorbing information through our ears. Too much, and it simply
goes ‘over our heads’.

We do have a large capacity for memory, but it is unreliable.

We remember some things all our lives, but a lot of what we hear and read
fails to stick. As time passes, memories can crumble and fade, and get
hopelessly muddled.

Writing can overcome these problems – and it serves some other uses
too.

3.1 Writing as memory

The written word is a massive improvement on human memory – we use
books, manuals, reports and all sorts of other documents to store
information for future reference. Reference libraries and computer databases
are memory substitutes on a vast scale (indeed, we often refer to ‘computer
memory’). But when you write a short confidential report on a member of
your workteam, and someone in Personnel puts it in a file, that is basically the
same process.

Writing can provide a permanent and reliable record of large amounts of

detailed information that can be used for future reference.

8
 Session A

3.2 Writing can cross time and space

Speech is best for a ‘live’ audience in the here-and-now. But writing can cross
unlimited distances in space and distances in time.

Distance in time is really about the permanent record, or memory, aspect of

writing. Once something is in writing, preserving it is fairly simple. Although
many of the documents that you write at work will only have a limited life, and
may be thrown away after a few weeks, others can have a much longer life.

4 mins
Activity 6

Make a note of a few things you have recently written at work that will
probably still exist somewhere, in someone else’s files if not in yours, in a
year’s time.

If your job involves a lot of paperwork, then scores of things you have written
will probably still be on file in a year’s time. I certainly keep notes of meetings,
copies of letters, and even time sheets, checklists and costings – and often for
many years.

This is a good reason for trying to write well: some complete stranger may
be reading through your words in ten years’ time.

Writing also helps us communicate across distance in space – from site to

site, town to town, and country to country.

Of course, if the messages are urgent, simple and short, it may be better to
speak across these distances on the phone. Many people now have the option
of sending such short and urgent messages either by fax or by e-mail. This is
communication in writing, but with something approaching the greater
immediacy of the phone call. Fax stands for ‘facsimile’, a device that transmits

9
Session A

and receives documents via the telephone network. E-mail is a system for
sending very fast and accurate messages between computers, using electronic
transmission.

Certainly, where the messages are less urgent, but longer and more detailed,
you need to write them down, or at least write ‘back-up’ notes to remind you
of the circumstances. It is often wise to note the time, date and other details
when:

䊏 you receive an important message;

䊏 a particular problem arises;
䊏 you have a bright idea;
䊏 you witness an incident of some kind.

2 mins
Activity 7

Make a note of some of the things which you have to communicate, in writing,
over substantial distances.

In my case, in the last few days, I have had to send several written
communications across long distances.

䊏 A ten-page report on a new training course, faxed to a company ninety miles

away.
䊏 A batch of survey questionnaires, posted to an office thirty miles away.
䊏 A copy of a formal contract to an organization in Brussels.
Writing is ideal for
communicating lots of None of these could have been communicated satisfactorily in speech over
detail – but if there’s the phone – there was simply too much detail. Actually, I did phone, but
too much, no one will mainly to let the ‘other side’ know that the documents were on their way, and
want to read it.
in the first case to give them the gist of what the report was saying.

10
 Session A

3.3 Written documents can easily be

copied
Another big advantage of written communications is that they can easily be
copied – and copied exactly.

When you need to reach a large number of people all at the same time and
with an identical message, the answer is simple: put your message in writing
and copy it. This can be by means of a photocopier or a printer attached to
a computer, or it can be by using the ‘copy to’ or ‘cc’ function on an
e-mail.

Clinton Rollers Ltd needed to recall a faulty product. They checked

their customer files and sent a standard letter to all 500 customers
who had bought the product. The customers thus received an
identical message, which was guaranteed to contain all the relevant
information. This also had the benefits of being much cheaper and
more convenient than making 500 phone calls, and of being
permanent evidence that the company had done something about
recalling the product. This could be important for legal reasons.

3.4 Writing as back-up

I do not want to give the impression that there is an ‘either–or’ choice
between writing and speaking. As some of the examples showed, the best way
to communicate may often be a combination of the two.

5 mins
Activity 8

Callie held a briefing session to explain to her workteam the new

proposals for flexible working hours. At the end of the session she
handed each of them a sheet of paper listing the main points of the
proposal.

11
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