Business Business CommunicationCommunication

Writing for ResultsWriting for Results

Effective CommunicationEffective Communication

The message is understoodThe message is understood

The message changes thinking The message changes thinking

The message stimulates actionThe message stimulates action

Are your messages effective?Are your messages effective?

BenefitsBenefitsEnhanced professional imageEnhanced professional image

Stronger business relationshipsStronger business relationships

Quicker problem solvingQuicker problem solving

Stronger decision makingStronger decision making

Increased productivityIncreased productivity

Steadier work flowSteadier work flow

CharacteristicsCharacteristics

Has a clear purposeHas a clear purpose

Provides practical informationProvides practical information

Gives facts rather than impressionsGives facts rather than impressions

Gives clear and condensed informationGives clear and condensed information

States precise responsibilitiesStates precise responsibilities

Describes benefits to the receiverDescribes benefits to the receiver

Types of CommunicationTypes of Communication

InternalInternalExternalExternal

FormalFormalPlanned communication Planned communication among insiders (letters, among insiders (letters, reports, memos, email) reports, memos, email) that follows the chain of that follows the chain of command.command.

Planned communication Planned communication with outsiders (letters, with outsiders (letters, reports, memos, reports, memos, speeches, websites and speeches, websites and news releases).news releases).

InformInformalal

Casual communication Casual communication among employees among employees (email, conversations, (email, conversations, phone calls) that do not phone calls) that do not follow the chain of follow the chain of command.command.

Casual communication Casual communication with members, sponsors, with members, sponsors, suppliers and others suppliers and others (conversations, email (conversations, email and phone calls).and phone calls).

Best Advice: 3 P’sBest Advice: 3 P’s

Be PromptBe Prompt Same daySame day Inform of expected delaysInform of expected delays

Be PoliteBe Polite

Be ProductiveBe Productive Think resultsThink results Share the burdenShare the burden

Four Steps Four Steps in the Writing Processin the Writing Process

1.1. Plan the messagePlan the message

2.2. Write the messageWrite the message

3.3. Review the messageReview the message

4.4. Complete the messageComplete the message

11 . .Plan the MessagePlan the Message

Clarify your purposeClarify your purpose

Analyze the receiver and consider his Analyze the receiver and consider his interests. If he is a stranger, first interests. If he is a stranger, first establish your credibility.establish your credibility.

Gather informationGather information

Choose appropriate channelChoose appropriate channel

Emphasize the positiveEmphasize the positive

Be polite and tactful.Be polite and tactful.

22 . .Write the messageWrite the message

Organize your thoughtsOrganize your thoughts Have a clear purposeHave a clear purpose Write up to 5 main points with Write up to 5 main points with

supporting ideassupporting ideas

Choose a message styleChoose a message style Good newsGood news Bad newsBad news Persuasive Persuasive

Good News MessageGood News Message

Good news firstGood news first ““You will be happy to know that we now You will be happy to know that we now

have wireless Internet service…”have wireless Internet service…”

DetailsDetails ““all you need is a laptop… We provide all you need is a laptop… We provide

wireless network card…”wireless network card…”

Desired actionDesired action ““Stop by to browse the Internet over a Stop by to browse the Internet over a

cup of tea…”cup of tea…”

Bad News MessageBad News Message

Good or neutral openingGood or neutral opening ““Thank you for your interest in teaching karate at Thank you for your interest in teaching karate at

the AWARE Center…”the AWARE Center…”

Bad news with a suggestionBad news with a suggestion ““Because of… Because of… wewe do not offer such classes…. If you do not offer such classes…. If you

teach any cultural skills like Arabic calligraphy teach any cultural skills like Arabic calligraphy or…”or…”

Cordial closeCordial close ““WeWe welcome you to attend our upcoming welcome you to attend our upcoming

activities….activities….

Persuasive MessagePersuasive Message

Capture attentionCapture attention ““Do you have Western staff who are Do you have Western staff who are

interested in learning about local culture?”interested in learning about local culture?”

Arouse interestArouse interest ““The AWARE Center…organizes social The AWARE Center…organizes social

activities and information services…”activities and information services…”

Request actionRequest action Please contact Please contact meme at xxx-xxx or at xxx-xxx or

me@email.comme@email.com to arrange the delivery to arrange the delivery of…”of…”

33 . .Review the messageReview the message

Paragraph size and divisionParagraph size and division 3-10 lines3-10 lines Blank line in betweenBlank line in between

Paragraph constructionParagraph construction Head sentenceHead sentence Supporting ideas/evidenceSupporting ideas/evidence Grammar, sentence construction, wordingGrammar, sentence construction, wording

Attractive formatAttractive format White spaceWhite space Font choice and consistencyFont choice and consistency

Fonts give an impressionFonts give an impression

Professional servicesProfessional services

Professional servicesProfessional services

Professional servicesProfessional services

Reliable informationReliable information

Reliable informationReliable information

Reliable informationReliable information

44 . .Complete the MessageComplete the Message

Checklist:Checklist: DateDate Recipient’s name, title, addressRecipient’s name, title, address Reference to previous communicationReference to previous communication Essential informationEssential information Action informationAction information Opening, closing, signatureOpening, closing, signature Details: enc., ref., cc.Details: enc., ref., cc.

Deliver the message and cc’s. File Deliver the message and cc’s. File copies.copies.

Writing TipsWriting Tips

Have a clear purpose and state itHave a clear purpose and state itGroup related information together Group related information together Ensure a logical sequence of Ensure a logical sequence of informationinformationEliminate unnecessary informationEliminate unnecessary informationUse plain EnglishUse plain EnglishAvoid ambiguityAvoid ambiguityAdd some personal elements when Add some personal elements when appropriate.appropriate.

Example – Reader viewpointExample – Reader viewpoint

““We would be so happy if you could We would be so happy if you could attend our exciting Eid Open attend our exciting Eid Open House.”House.”

oror

““You’re sure to enjoy many exciting You’re sure to enjoy many exciting activities at our Eid Open House.”activities at our Eid Open House.”

Examples – grouping ideasExamples – grouping ideas

Abraham Lincoln wrote the Abraham Lincoln wrote the Gettysburg address while Gettysburg address while

traveling from Washington to traveling from Washington to Gettysburg on the back of an Gettysburg on the back of an

envelopeenvelope..

oror

??????

Example - spellingExample - spelling

Benjamin Franklin declared,Benjamin Franklin declared,

“ “A horse divided against itself A horse divided against itself

cannot stand.”cannot stand.”

Example - ambiguityExample - ambiguity

Please do not feed the Please do not feed the animals. If you have any animals. If you have any suitable food, give it to suitable food, give it to the guard on duty.the guard on duty.

Tips: Voice MessagesTips: Voice Messages

Speak clearlySpeak clearly

State whom you are callingState whom you are calling

State who you are, your organization, State who you are, your organization, the reason for your callthe reason for your call

State your messageState your message

Suggest next communicationSuggest next communication Your phone number and best time to callYour phone number and best time to call When you’ll call backWhen you’ll call back

Prompt follow-upPrompt follow-up

Tips: FaxesTips: Faxes

Non-personal messages onlyNon-personal messages only

Use a cover sheet / section: date, Use a cover sheet / section: date, number of pages, recipient and number of pages, recipient and sender names, recipient and sender sender names, recipient and sender fax numbers.fax numbers.

Sign for a more personal message.Sign for a more personal message.

Call before faxing if it’s urgent or a Call before faxing if it’s urgent or a long fax.long fax.

Tips: EmailTips: Email

UseUse professional, not personal, email professional, not personal, email accountaccountState the purpose in the subject lineState the purpose in the subject lineUse short paragraphsUse short paragraphsDon’t shoutDon’t shoutQuote previous email or include copyQuote previous email or include copyNotify in advance of large Notify in advance of large attachmentsattachmentsProofread!Proofread!

Best Advice: 3 P’sBest Advice: 3 P’s

Be PromptBe Prompt Same daySame day Inform of expected delaysInform of expected delays

Be PoliteBe Polite

Be ProductiveBe Productive Think resultsThink results Share the burdenShare the burden

Business Business CommunicationCommunication

Writing for ResultsWriting for Results