This is the presentation of my program Business Communication Toolkit - Day 2.
1. Hassan Bin Rizwan BUSINESS COMMUNICATION TOOLKIT
2. Important Stuff
What setting you want today?
Formal or Informal?
What learning environment would you prefer?
Lecture-based or interactive?
Would you like others to talk on the phone during the program?
Would you like to receive rewards for good performance?
3. Important Stuff
Not a training program
This is an EXPERIENCE Learning Experience for ALL of us
Be ready to give and receive constructive criticism
4. Learning Contract
A contract between YOU and YOURSELF
Write ONLY what you want to remember later
Not more than 10 points
The Only Barrier to Learning the Truth is to Assume You Already Know It
Business Communication Toolkit
Cost of Miscommunication 01/23/12
6. Miscommunication 01/23/12
7. Miscommunication 01/23/12
8. Miscommunication 01/23/12
9. Miscommunication 01/23/12
10. Miscommunication 01/23/12
Business Communication Toolkit
Communications in the 21 st Century 01/23/12
12. 5 Things Thatve Changed in the 21 st Century
If you dont excite my interest in the first 5 seconds, I will tag it for later
Writing is More Active
Replace is and are with action words
We are planning to to We plan to
Less the use of passive sentences
This project has been spearheaded by Atif to Atif lead this project
Less Formal than Before
Ok to start a sentence with And, But, Because etc
Write to make it easy to read
13. 5 Things Thatve Changed in the 21 st Century
Quick, Short, To-the-point
You have less time to do more so does your reader
Write so it can be speed-read
Highlighting the important words, ideas, numbers etc
Last Sentence is More than a Goodbye
It often asks a question
Suggests an action
Demands a response
Understanding the Expectation Game
Communicating through E-mail 01/23/12
15. Basics of Format
Using bullets and lists
Professional and serious
Or difficult to read
Attachments describe them
Place the paper in drawer A.
Click the green start button.
Improve customer satisfaction.
16. Choosing the Subject
Better specific than generic
Remember some will receive the e-mail on their phones
Delete Fwd: even if you forward
Which is a better subject?
Cant Drive 55
Road Rage: Curing Our Highway Epidemic
17. Signature Block
Give several ways to connect with you
Example : my signature block
Use different for first message and different for replies
Favorite quote? Only if it isnt offensive
Wishing you well, _________________ Hassan B. Rizwan | Tel: +9221-7659067 | Mobile: +923003043094 | Web: www.hassanrizwan.com | Skype: hbrizwan | YouTube: hbrizwan | Twitter: hassanrizwan "Dream like you'll live forever .. work like you don't need the money .. love like you've never been hurt and dance like no one's watchin" - Satchel Paige
18. Writing Long E-mails
But if you must, then
Provide the ELEVATOR PITCH in the first para
Your action close must be at the TOP
Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas
This email contains
Budget projections for the last quarter
Actual performance for the last quarter
19. E-mails on Smart Phones
Everything SHORTER and MORE PRECISE
No or less attachments
Additional space between paras
One topic per e-mail
Documenting SMS replies
Fwd them to your e-mails
Setting Objective & Analyzing Situation
Getting Ready to Write 01/23/12
21. The Columbus Disease 01/23/12
22. start with the end in mind! 01/23/12
23. Setting Objective Situation No 1 You have to write a quarterly progress report and send it to your boss Situation No 2 You are writing a financing/investment proposal to a BIG client Situation No 4 Complaining to a regular vendor about the recent bad service you received Situation No 3 Responding to a query from a customer about product info 01/23/12
24. The FOCUS Principle
Addressing the issue, the whole issue and nothing but the issue
Avoid opening a pandoras box
25. The FOCUS Principle
Present your ideas systematically
Use logical arguments to add weight to your case
Use headings, paras and lists to organize
26. The FOCUS Principle
Proper language (grammar, spelling and sentence structure)
Use Active voice
Create simple and short sentences
27. The FOCUS Principle
Understand the situation and the audience
Adapt to the situation
It is not the strongest of specie who survives, it is the one that is the most adaptive to the change
28. The FOCUS Principle
Supported by logic and sound reason
Supported by stats if any
Supported by relevant examples if any
Positive Emphasis & YOU Attitude
Setting the Tone 01/23/12
30. YOU Attitude Positive Emphasis
In positive messages, use YOU more than I
In negative messages, avoid YOU
Focus on what can be done not otherwise
Link negative info with audience benefit
We provide after-sales service to all our customers.
We have approved your credit extension request.
You dont qualify for the Exclusive Membership unless you have been a member for 5 years.
You made no allowances for inflation in your proposal.
We cant sell computer disks in lots of less than 10.
Your research on article lacks credible evidence.
Convincing Your Readers
Writing Persuasive Messages 01/23/12
34. Persuasion Pyramid
Start with a grabber
35. Principles of Persuasion
Give n Take
Reference to moral, ethical, religious or spiritual belief consistency
Reference to expertise and knowledge
Reference to acceptance by aspired people
Reference to personal preferences
Reference to shortage time and resources
Getting the Most Out of Bad News
Writing Negative Messages 01/23/12
37. Negative Message
Start with the Buffer
Deliver bad news
Give logical reasons
We at ABC Services truly wish to retain our reputation as being the most competitive and affordable in the industry. To offer you the best rates, we must cut down on after-sales service.
I am sure your directory services are of great interest to all businesses in the industry. However, we simply dont have the budget
I agree with you that we all should do our best to support a cause that is worthy of our time and money. Our firm, however, .