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7/31/2019 Business Comm Toolkit - The Written Part
1/25
2011
BCT The Written Part
A one-day experience to learn to write
better, faster
Hassan Rizwan
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Page | 22007 Hassan B. Rizwan, E-mail: [email protected]. Website: [email protected] Website: www.hassanrizwan.com
WELCOME NOTE
YOUR TOP 3 OBJECTIVES FOR THE PROGRAM
1.
2.
3.
Hello, My name is Hassan
THIS IS YOUR PROGRAM!
YOUR LEARNING IS WHAT MATTERS MOST!
PLEASE FEEL FREE TO INTERACT IMPATIENTLY AND
PARTICIPATE ENTHUSIASTICALLY THROUGHOUT THE DAY.
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TABLE OF CONTENTSWELCOME NOTE ............................................................................................................................................................... 2TABLE OF CONTENTS ...................................................................................................................................................... 3COURSE FACILITATOR: HASSAN BIN RIZWAN ............................ ................................. ................................. ........ 4IDEAS TO INCREASE YOUR LEARNING POWER ..................................................... ................................. .............. 5THE FOCUS PRINCIPLE ................................ ............................... ................................. ................................ .................... 6ATTRACTIVE OPENINGS ............................. ............................... ................................. ................................. ................... 8ACTION CLOSES ............................................................................................................................................................. 12LAWS OF PERSUASION ................................................................................................................................................ 14PERSUASIVE MESSAGE- EXERCISE .............................. ................................. ................................. ........................... 15NEGATIVE MESSAGE - EXERCISE ................................. ................................. ................................. ........................... 16NEGATIVE MESSAGES PRACTICE ............................. ................................. ................................. ........................... 18PRACTICE EXERCISE ...................................................................................................................................................... 20PERSUASIVE COMMUNICATION ................................. ................................. ................................. ........................... 22NEGATIVE COMMUNICATION .................................................................................................................................. 23NEGATIVE COMMUNICATION .................................................................................................................................. 24FOCUS & CLARITY ......................................................................................................................................................... 25
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Page | 42007 Hassan B. Rizwan, E-mail: [email protected]. Website: [email protected] Website: www.hassanrizwan.com
COURSE FACILITATOR: HASSAN BIN RIZWAN
Hassan Bin Rizwan is an entrepreneur, management consultant and conference leader with detailed
professional experience in management consultancy and HR training both in the U.S. and Pakistan. For
over eight years, Hassan has accumulated, applied and disseminated useful business knowledge to
help organizations, both in the US and Pakistan, grow stronger through enhanced learning of their
employees. He specializes in organizational communication, sales training, and management
development. His vibrant personality combined with a unique blend of content and delivery makes
the participants experience both educating and entertaining.
From his unique experience of working with the U.S. military, Hassan brings in an unorthodox yet highly
appropriate approach to organizational development and performance improvement. While working as
a consultant in the U.S., he worked on a variety of projects including the restructuring project for one ofBoeings regional headquarters. He also conducted training workshops and delivered presentations
to over 3000 participants during his stay in the US. His inspirational speeches touched lives all over
America as he attended seminars and was featured as guest speaker at the American Youth Scholars
Seminar held in Washington D.C. in 1999 and 2001.
Presently in Pakistan, Hassan is involved in an assortment of learning and consultancy programs for a
number of organizations as an associate of Octara Pvt. Ltd.. He is also associated with HireLabs a
fast-growing, US-based HR consultancy firm that specializes in OrgDNA, Recruitment, Talent
Management and Process Optimization. Hassans most recent assignment has been with Saudi
Snack Foods Ltd. (PepsiCo), an industry leader in the U.A.E., where he is leading a Sales PerformanceImprovement program for the entire sales team through a combination of learning and consultancy
interventions. He regularly attends courses and trainings both locally and abroad to enrich his own pool
of knowledge and enhance his participants learning experience.
Breaking the long-held stereotype that those who cant do, teach; Hassan has continued to work in
leadership positions in the industry. Along side being a workshop speaker, Hassan is also the Director
of a fast-growing IT firm that specializes in e-Learning and Computer-based Learning solutions for
corporate clients.
Contact:
Website:www.hassanrizwan.com;www.hbr.com.pk
Blog URL:http://hassanrizwan.blogspot.com
Gmail:[email protected];[email protected]
Facebook:www.facebook.com/hassanbinrizwan
Youtube:www.youtube.com/hbrizwan
http://www.hassanrizwan.com/http://www.hassanrizwan.com/http://www.hassanrizwan.com/http://www.hbr.com.pk/http://www.hbr.com.pk/http://www.hbr.com.pk/http://hassanrizwan.blogspot.com/http://hassanrizwan.blogspot.com/http://hassanrizwan.blogspot.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.facebook.com/hassanbinrizwanhttp://www.facebook.com/hassanbinrizwanhttp://www.facebook.com/hassanbinrizwanhttp://www.youtube.com/hbrizwanhttp://www.youtube.com/hbrizwanhttp://www.youtube.com/hbrizwanhttp://www.twitter.com/hassanrizwanhttp://www.youtube.com/hbrizwanhttp://www.facebook.com/hassanbinrizwanmailto:[email protected]:[email protected]://hassanrizwan.blogspot.com/http://www.hbr.com.pk/http://www.hassanrizwan.com/http://www.hassanrizwan.com/7/31/2019 Business Comm Toolkit - The Written Part
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Page | 52007 Hassan B. Rizwan, E-mail: [email protected]. Website: [email protected] Website: www.hassanrizwan.com
IDEAS TO INCREASE YOUR LEARNING POWER
. Learning is a process. This means
that the workshop or program you are
about to attend is not an isolated event.
The meaning or usefulness will come from how
you connect the program to events in your
own life and workplace.
. Learning is a very personal and
individual process. Each person has a
way of learning (a learning style) that
is unique even though there are four basic
styles. Having a style means you may have to
work harder during some parts of the
program than others. Activities that frustrate
you may in fact be your greatest opportunities
for learning. They may require you to use new
learning skills.
. You are much more likely to learn if
you have a learning goal. Your goal
may change as you get involved in the
program or as you get more information about
the topics or yourself. But your goal will give
initial direction and purpose to your activities.
It will create the energy you need to getinvolved and try new learning activities.
. Other people can help you learn and
you can help them. Research shows
many people learn more from their
peers/other participants than from the staff or
experts. Work on the assumption that
everyone else in the program knows at least
one thing you dont. See if you can be smart
enough to learn it from them. Youll also find
others more willing to learn from you if you
show you are willing to learn from them.
. Use your current learning strengths
to develop new ones. If you make a
lot of decisions (Active Experimentation)
but dont listen too well (Reflective
Observation), you can decide to listen. If you
get involved with people at lot (Concrete
Experience) but dont analyze things very
much (Abstract Conceptualization), get
involved with people who do a lot of
analyzing.
. The last point is to review your
learning. At the end of the day,
examine what you have learnt and how
you learnt it. Note what people, exercises,
books or other resources were useful to you.
This information will suggest things you can
do after the program to continue your
learning.
1
2
3
4
5
6
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[email protected] . Website: www.prymustech.com
THE FOCUS PRINCIPLE
F = FOCUSED
Address the issue, the whole issue and nothing but the
O = ORGANIZED
Present your ideas in a systematic manner
C = CLEAR
Communicate with Clarity and make each word count
U = UNDERSTANDING
Understand your audience and its expectations
S = SUPPORTED
Use logic and support to make your point
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ATTRACTIVE OPENINGS
Your first job in writing any letter is to gain your readers attention. Its an
important principle of effective writing to put the most important information
first. Your opening paragraph is both the headline and the lead for the
message that follows in the rest of the letter.
1. Avoid boring and wordy starts such as:
Thank you for your letter of 8th March 1998, which has beenpassed to me for my attention.
I refer to previous correspondence in respect of the above andnote that to date we have not received your cheque for the
outstanding arrears.
I write with reference to our telephone conversation yesterdayregarding the above matter.
Starting with a reference to the incoming letter is weak and wastes your
reader's time. Most readers skip it, looking to the second and third paragraphs
to get the answer to their questions.
2. Make your first paragraph do something other than just referring to
known informationso plunge straight into your message and dont waste
your readers time. For example, you could
answer a question ask a question explain an action taken express pleasure or regret give information
Slumps are like a soft bed. They are easy to get into but hard to get out of.
AVOIDTHESE
INTROS
GREAT
ACTION
INTROS
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3. Attract the Attention of the Reader by putting action into your openingsentence. One way to do that is avoid using the over-used traditional
phrases such as:
Further to my recent I am writing I refer to my letter dated I refer to previous correspondence I write in reference to In respect of the above Recent correspondence Regarding With reference to With regards to
So be sure your opening paragraph sets the right tone for your letter. Be direct
and use your words positively so your reader has a good impression from the
beginning of your letter. Decide what is the most important informationand
put it in the your first paragraph. Dont be afraid to start your letter strongly.
BORING
STANDARD
PHRASES
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[email protected] . Website: www.prymustech.com
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[email protected] . Website: www.prymustech.com
ACTION CLOSES
If the average business letter starts poorly, then it invariably finishes poorly.Your closing paragraph should bring your letter to a polite, businesslike close.
1. Make your close future-orientedby highlighting whats the next
action. If you want your reader to reply by a certain date, mention it. If you
want the reader to take action, outline the action and the timeline for it.
Please share your feedback on the proposed points. I would
appreciate if you sent in your comments by Monday next week, it
would help us make further progress.
Please implement these new measures by the end of next week.
I look forward to receiving your response on our proposal. You may
e-mail or call me with your comments.
2. End on a Positive note by highlighting what can be done as
opposed to what cant be done! Look at these examples:
Lets continue exploring opportunities to work together. I am
positive we can develop some synergies in the future. Feel free to
contact me if you have any suggestions.
I regret we are unable to offer you the requested discount at this
time. However, our big summer sale is around the corner, I am
positive you would find it very beneficial.
Though your proposal makes great business sense, I am afraid it
doesnt fit into our current strategy. However, that shouldnt be theend of the road lets explore more ideas, I am certain your other
ideas will be more in line with our strategic direction.
Use positive words such as when not if. End your letter positively and politely.
Dont leave your reader in mid-air, but use the final paragraph to explain or
repeat what you want your reader to do.
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[email protected] . Website: www.prymustech.com
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Page | 142007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
LAWS OF PERSUASION
RECIPROCATION SOCIAL ACCEPTANCE
CONSISTENCY LIKING
AUTHORITY SCARCITY
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Page | 152007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
PERSUASIVE MESSAGE- EXERCISE
EXERCISE
You strongly believe in the cause of clean environment and feelthat your company needs to increase its efforts to help improve the
environment in the community where your office / factory is located.
Write a letter to the Head of Corporate Social Responsibility at your
company and suggest any CSR activity related to improving the
environment (Street clean-up drive, Beach clean-up, Plastic-free
Week, Plant-a-tree Drive etc.). Make sure to explain and persuade in
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Page | 162007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
NEGATIVE MESSAGE - EXERCISE
EXERCISE
1. You are the manager of a department at your organization. You have
recently noticed that the discipline of your employees is slipping. Some
have a habit of coming late to work while others take longer to return
from their lunch breaks. Most of them are behind schedules on their
targets and still dont make any effort to manage their time well. You
have instructed them verbally on many occasions but now is the time to
go formal. Write a message to all your junior staff, stating the above-
mentioned problems. Remember what your objectives are! You want
them to understand the issue and not react in defense.
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Page | 172007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
You become successful the moment you start moving towards a worthwhile goal
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Page | 182007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
NEGATIVE MESSAGES PRACTICE
1. Writing to the head of the event management company thatpoorly managed the annual company function that you organized
2. Informing customers that rates/prices are going up
3. Giving a subordinate a negative performance appraisal
4. Turning down a relocation with promotion because of family issues
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[email protected] . Website: www.prymustech.com
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Page | 202007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
PRACTICE EXERCISE
1. Thank a co-worker for providing assistance in a project by helpingyou gather information you needed to complete your proposal
2. Write to all office employees and inform them about the newcomputer security policy that requires all users to be more careful
while sending or receiving confidential information on their
computers
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[email protected] . Website: www.prymustech.com
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Page | 222007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
PERSUASIVE COMMUNICATION
1. Your company has an intranet portal that posts openings within thecompany and all other sister companies nationwide. You want to apply
for a new position in a different business. The job you are interested in
represents a promotion and will move you up to the same level as your
current boss. Company policy requires that job applications include a
letter of support from the employees current supervisor. You have
decided to send an E-mail to your boss, Mr. Khalid, as a first step in
putting together your application for the new job.
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Page | 232007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
NEGATIVE COMMUNICATION
2. You are the Senior Manager of Customer Support and you havereceived a complaint e-mail from a customer. The customer reported
that he was treated rudely by Ahsan, a customer services team member.
You want to gather information before responding to the customer and
decide to make your request in writing. You want to E-mail Ahsan
directly and copy his boss.
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Page | 242007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com
[email protected] . Website: www.prymustech.com
NEGATIVE COMMUNICATION
In the E-mail below from Ali, a manager to Kaleem who is an engineer,observe the coarse tone and lack of audience benefit. Then, using the
techniques discussed, rewrite it to make it more palatable for the reader.
Hi Kaleem:
I am writing in response to yesterdays conference call in which I was
embarrassed that I wasnt up-to-date in my information about the ABCCorporation deal. I think its important that we address this issue right
away. First, ABC said that I need to coordinate with you more effectively
to save them the job of repeating conversations. This was pretty
humiliating to me as you and I certainly ought to be in close touch about
this customer. Second, I expect you to keep me up-to-date at every step
along the way. I expect you to do that without my having to hear
updates from the customer.
Best, Ali
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FOCUS & CLARITY
Ms Nida, an administrative assistant in a flower company, said, My bosssends out proposals to hotel executives. His ideas are good, but hes
wordy. I always have to revise his writing, but its important that I
preserve her meaning. Read the following paragraph from one of the
proposals Nida needs to revise, and rewrite it so that its clear, focused,
and appropriately short.
As the leader in the silk flower industry, we create arrangements that arelush and full and always custom designed, featuring seasonal blossoms
in an array of colors to create just the look you seek whether the
occasion is a wedding, reunion, business meeting or conference, or other
event. We guarantee that every arrangement will be designed to your
specifications, and we promise that our custom designs will be delivered
on time and at or below budget.