Written business communication and business etiquette are the main factors of
organisation’s performance, i.e., they have a big impact on the organisation’s good or
poor results.
The purpose of the thesis was to determine whether there are specific rules or only
guidelines and recommendations for the business etiquette in written communication
and to find out to what degree does the studied organisation adhere to these rules
and guidelines and in which cases discrepancies occur from the perspective of using
politeness elements and rules for creating business-official texts, and to provide
possible suggestions or solutions to improve the situation in the studied field.
Several working methods were used in the thesis. In the theoretical part, the method
of studying domestic and foreign literature and sources in the field of
the business-official communication and business etiquette and courtesy was used.
In the research part, the methods of business correspondence analysis,
a semi-structured interview and a survey were used.
We found that the business etiquette and skilled written business communication
represent a competitive advantage for every businessman and have an impact on
organisation’s performance and reputation. We have discovered there is knowledge
of business etiquette evident in the business-official texts, while the employees are
aware of its importance for the success of their organisation. For the benefit of the
organisation, however, trainings for the employees should be organised to improve
their knowledge of creating business-official texts and the business etiquette, since
according to our research, they experience most difficulties with grammar and
spelling rules.
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