Business writing-skills

Business Writing Skills

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What is Business Communication

Types of Communication

STAR Format of Written Communication

Essentials of Effective Communication

SPIN INTERVIEW FRAMEWORK

5 Tips for Smart Communication

6 Communication across cultures

7 Exercises

8 Summary


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Let’s first understand what is communication...

What is Business Communication?

Communication is transferring information and understanding from one to one or one to many. It could take place in a verbal or a written mode and could use forms such as face-to-face meetings, group discussions, e-mail writing, and even non verbal modes like gestures, body language, etc.

SENDER

CHANNEL DECODINGMessage

FEEDBACK

RECEIVER

Message

Message


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What is Business Communication?

Business Communication is any communication that involves communicating for business / official purpose to achieve a predetermined objective. This may include:

CVs, Resumes

Email, Web site, FAQs

Letters, Newsletters, Brochures,

Articles, Catalogs

Advertisements, Notice Board,

Pamphlets, Signs, Press Releases

Presentations, multimedia, talks

Reports, Manuals, Proposals,

Books


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Verbal Written Non Verbal

Communication


Verbal

Written

Non Verbal


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Communication

Verbal Communication

• Provides instant feedback

• Opportunity to check for understanding

• Involves Questioning & Paraphrasing

• Faster closure on open items

• No record unless minutes

of the meeting recorded• Usually unstructured• Increases speed of

communication


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Communication

Written Communication

• Provides record for future reference

• More structured• Tools to gain attention –

like bullets, bold, etc.

• Ability to provide details• Can be sent to multiple

people at the same time• More Formal• It mainly consists of

diagrams, pictures, graphs, reports, policies, rules, orders, instructions, agreements, etc.

• Comprehensive & Accurate


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Communication

Non Verbal Communication

• Constitutes of Physical, Aesthetic, Signs, Symbolic

• Complements Verbal Communication - It may accent or underline a verbal message. Pounding the table, for example, can underline a message.

• Gestures talk more than words

• Could be Positive / Negative• Indicative of a person’s

personality


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7 Exercises

8 Summary


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1. Analyze the

Purpose

2. Consider the Audience

3. Build the Structure

4. Detail & Design

Approach

5. Execute with Confidence

STAR / ACBDE Model of Communication


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?1. Analyze the Purpose

Before you begin writing:

• What is the purpose of writing the mail / letter / memo / etc.?

• What information do you wish to exchange?

• What does your reader want to know?

• What action do you want the reader to take?

• What relationship do you have with the reader?


If you can’t answer these questions, then you should wonder, whether you should even the send the communication.


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1. Analyze the Purpose

Subject of the Mail

• Subject should convey the purpose• Subject field is the first thing reader

will see before opening the communication sent

• Subject field of your message should be meaningful

• Subject field [when you use the ‘reply’ option in case of e-mails] should accurately reflect the content of the message

• Subject should be brief - Does not need to be a complete sentence



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1. Analyze the

Purpose



4. Detail & Design

Approach




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Recipients & Gender Bias• Write the name of the person that

you are writing to, in the ‘To’ field • Write the name of the person /

persons you want to be informed about the contents of the mail in the ‘Cc’ field

• Do not write names in the ‘Bcc’ field• Avoid using he / she repeatedly. • Write sentences in the plural

For example, “A vendor should give all his details for setting up the database.” can be changed to “Vendors should give all their details for setting up the database.”


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1. Analyze the

Purpose



4. Detail & Design

Approach




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2. Content 3. Closing

1. Salutation


Structure of Written

Communication


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Salutation

• Write to the reader as you would talk to him / her naturally - If you address John Smith as John in person, do not address him as Mr. Smith in your email, however, memos / circulars are more formal and hence require Mr. / Miss.

• Use first names - Hi Chris … • Avoid “Good Morning” or “Good

Afternoon” as your communication might reach late / different time zone



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Do’s Mention any specific information that is

requested by the reader - If you cannot answer a question or provide definite information: state when you can send the information. explain why you won’t be able to answer

the query. tell as much as you know / offer

additional information when available. Use Positive statements For e.g. “This report discusses each step briefly.” Content should be accurate & crisp

Don’tsх Don’t tell the reader what you or they can’t

do... tell them what can be doneх Negative statements - Don’t tell them

something negative unless it is important that they have the information

For e.g. “ This report never goes into any phase of the matter in detail, but covers each part briefly.”х Don’t use casual language – Business

communication is always formal & organized

3. Build the StructureContent


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Closing

• The final paragraph of a written business communication states what you want the person to do

• Give timelines• Signoff with your name and contact

details in case of any questions / clarifications

• Do not say ‘thanks in advance/ anticipation. If you would like to thank someone for their help. Do it after the job. Say ‘ I appreciate your help’. Or ‘Thanks for the quick response’

• Close on a pleasant note



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1. Analyze the

Purpose



4. Detail & Design

Approach




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Punctuation• Inappropriate use of

punctuation could change the meaning of the sentence

• It makes the communication look more structured & clear

Paragraphing• Keep one main idea per

paragraph• Use short paragraphs• Ideas in successive paragraphs can be related

Formatting• All letters should be Arial -

size 10 / 12• Use line spacing set in the

template• Separate paragraphs with

one blank line in between

Components of Detail &

Design

4. Detail & Design Approach


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More on Punctuation

• A Period marks the end of a sentence. For e.g.

I believe the changes have been made. Have we tested them to see if the data is following the assignment rules?

• A period is used in abbreviations of words.Company - Co. or miscellaneous – misc.



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More on Punctuation

• Use a Comma to separate a phrase which precedes the main sentence.

• I will come for the party, however, I shall leave early.

• Use a comma to set off linking words.• Request the client for the check number.

Then, go to the fleet window and get the copies.

• Examples of linking words - However, Moreover, Therefore, Nevertheless, Thereby.



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More on Punctuation

• The Colon “announces” that a list is about to follow; it is the gateway to that list. It means : ‘As follows’

1. The requirements for this position are:• A degree in Accounts or Economics• Sound financial background

• The Apostrophe is used to:1. Show possession

• Anu’ s case studies2. Show contractions [not acceptable in

formal writing]• It’ll [It will]



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Brief writing style

Omit needless words

Combine sentences

Rewrite

Use no more than 5 fonts

Use glossy paper

Use templates

Avoid double emphasis

Use limited colors



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1. Analyze the

Purpose



4. Detail & Design

Approach




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• Never write when you are upset

• Write quickly; Write the easy parts First

• Write like you talk: You’ll fix it later

• Imagine explaining the subject in person.

• Do a spell check before sending

• Read the message a one more time before sending



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Have I stated my purpose correctly

and provided information that

the readers would like to know?

Is the communication well organized in terms of

formatting, structuring, etc.?

Have I stated clearly what response I want

from the reader ?

Have I written in appropriate, short

and crisp sentences?

Is my communication

sounding pleasant?


The ‘Write Perfect’ Checklist - Before clicking on ‘send’… Review!


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Creates Goodwill

Saves Reader’s Time

Correct

Complete

ClearCreate GoodwillThe message should be pleasant. clear, correct as this will result in creating goodwill for te sender of the message / communication.

Save Reader’s TimeThe communication should be such that the reader saves time in undertsanding the message.

Correct The information provided should be correct and fact based.

CompleteThe information given should be complete and should not leave any scope for questions / lack of information.

ClearBusiness communication should be clear and should be self explanatory about why it has been written.


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1Letters & Memos

• Open & closed

punctuation• Full stops at

end of addresses

• Full stops in abbreviations

• Date & Signature

• Subject Line – optional & rare

2Meeting Agenda

• Time & place must

be mentioned• Purpose of

meeting must be clearly mentioned.

• Dial-in numbers must be given in case of virtual conferences

3Minutes of the

Meeting• Decisions

reached must be listed

• Action Items along with stakeholders’ names must be

documented

4Mailing List

• Check mailing list for every communication sent

• Keep updating your mailing list

• Categorize mailing list as per the information

5Netiquette

• Never flame.• Use FULL CAPS

only to emphasize

• Send messages on a need basis

• Don’t forget to add attachments if mentioned

FIVE FUNCTIONS OF MANAGEMENTTips for Smart Communication


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6Resume

• Content: Name, Objective, Education, Experience, Personal

details, References• Two pages max• Highlight strengths• Use templates but

enhance them

7Reports

• Content: Cover page, Index, Executive summary, Appendices

• Steps: Define problem, Gather information, Analyze & organize information

8Sales Proposal

• Content: Budget, Objectives, Strategy & Tactics, Schedule, Results, and Closing

• Should be persuasive & accurate

9Covering Letters

• Brief - 3 paragraphs, bullets

• Focus on - Major requirements

• Differentiators - Research through Web / friends / colleagues

• Do not plead

10FAQs

• Should be correct and based on research

• Should be created

by Subject Matter Experts [SMEs]

• Should have a contact person’s e- mail

FIVE FUNCTIONS OF MANAGEMENTTips for Smart Communication


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Tips for Smart Communication

Misplaced Word – Beware!

Sometimes misplaced words are used for comic effect

“The other day I shot an elephant in my pajamas. How he got in my pajamas I'll never know.”

Groucho Marx


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Consider the different meanings in the following sentences:

The dog under the tree bit Carrie.

vs.

The dog bit Carrie under the tree.


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We have recruited a Marketing Manager who worked for a major competitor named R.C. Verma.

We have recruited a Marketing Manager named R.C. Verma who worked for a major competitor.


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7 Exercises

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Communication across Cultures

English is frequently the language used in global business even though it is not the language spoken /

written by the majority of people in the world.

Here’s how you can ensure you do not go wrong while communicating across cultures.


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Tips for Native Speakers of English - Writing

• Avoid long or complex sentences• Do not present someone with too many points at

once • Avoid Idioms or colloquialisms, slang, jargon • Review everything you write to try and determine

if a non-native speaker may have difficulty understanding the meaning

• When in doubt, lean toward the formal side• Begin communication with a preliminary

statement, such as thanking someone for his or her last communication. This applies to both spoken and written communication

• Humor is notoriously culture-specific: Many things that pass for humor in one culture can be seen as grossly offensive in another

Communication across Cultures


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7 Exercises

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Exercises on Written Communication

Rewrite in simple words

1. Campus Jewelers’ main objective is to increase sales. Specifically, the objective is to double sales in the next five years by becoming a more successful business.

Campus Jewelers’ objective is to double sales in the next five years.

2. As of this date I haven't received any documents

So far I haven't received any documents.

3. I am in receipt of your letter.

I have received your letter.


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Rewrite in simple words

4. In the event that it happens, I will go to Australia.

If it happens, I will go to Australia.

5. It often rains in the month of July.

It often rains in July.

6. Kindly confirm the same.

Please confirm.



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Use a comma to separate a phrase which precedes the main sentence.

1. For any further clarification on vendor discount related issues please call Monica Giroux on Dial Comm. 8*622 2107.

For any further clarification on vendor discount related issues, please call Monica Giroux on Dial Comm. 8*622 2107.

I believe the changes went in, have we tested the changes to see if the data is following the assignment rules?

I believe the changes have been made. Have we tested them to see if the data is following the assignment rules?


Which one is correct usage of a comma / period / full stop?


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Communication should be Clear, Correct, Crisp, Credible, & Consistent

Any communication should sound pleasant – same is true for written communication

Be sensitive to other cultures while writing

Always review your communication before pressing the send button

Follow the STAR Format for written communication

Summary


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Happy Writing!


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