Business Writing Skills: Reserved

Business Writing Skills
Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.
SPIN INTERVIEW FRAMEWORK
Learning Objectives 1 2
What is Business Communication Types of Communication STAR Format of Written Communication
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5 6 7
Essentials of Effective Communication

Tips for Smart Communication Communication across cultures Exercises Summary
What is Business Communication?
Lets first understand what is 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.
Message
CHANNEL
Message
DECODING
Message RECEIVER
SENDER FEEDBACK
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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Types of Communication
Verbal
Communication
Written
#
Verbal Written Non Verbal
Non Verbal
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 Communication
Verbal
Written
Non Verbal
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 Communication
Verbal
Written
Non Verbal
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 persons personality Communication
Verbal
Written
Non Verbal
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STAR Format of Written Communication
1. Analyze
the Purpose
2. Consider the
5. Execute with
Confidence
Audience
STAR / ACBDE Model of Communication
4. Detail &
Design Approach
3. Build the
Structure
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 cant answer these questions, then you should wonder, whether you should even the send the communication.
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
1. Analyze
the Purpose
2. Consider the
5. Execute with
Confidence
Audience
4. Detail &
Design Approach
3. Build the
Structure
2. Consider the Audience 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.
1. Analyze
the Purpose
2. Consider the
5. Execute with
Confidence
Audience
4. Detail &
Design Approach
3. Build the
Structure
3. Build the Structure
1. Salutation 2. Content
3. Closing
Structure of Written Communication
3. Build the Structure 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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3. Build the Structure Content

Dos 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 wont 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 Donts Dont tell the reader what you or they cant do... tell them what can be done Negative statements - Dont 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. Dont use casual language Business communication is always formal & organized
3. Build the Structure
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
1. Analyze
the Purpose
2. Consider the
5. Execute with
Confidence
Audience
4. Detail &
Design Approach
3. Build the
Structure
4. Detail & Design Approach

Components of Detail & Design
Formatting All letters should be Arial size 10 / 12 Use line spacing set in the template Separate paragraphs with one blank line in between
Paragraphing Keep one main idea per paragraph Use short paragraphs Ideas in successive Copyright 2008 - 2012 paragraphs can be related managementstudyguide.com. All rights
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Punctuation Inappropriate use of punctuation could change the meaning of the sentence It makes the communication look more structured & clear
4. Detail & Design Approach 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.
4. Detail & Design Approach 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.
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 studies 2. Show contractions [not acceptable in formal writing] Itll [It will]

Use limited colors Avoid double emphasis Use templates Use glossy paper Use no more than 5 fonts Rewrite Combine sentences Omit needless words Brief writing style
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1. Analyze
the Purpose
2. Consider the
5. Execute with
Confidence
Audience
4. Detail &
Design Approach
3. Build the
Structure
5. Execute with Confidence Never write when you are upset Write quickly; Write the easy parts First Write like you talk: Youll fix it later
Imagine explaining the subject in person. Do a spell check before sending Read the message a one more time before sending
5. Execute with Confidence

The Write Perfect Checklist - Before clicking on send Review!
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 written in appropriate, short and crisp sentences?
Is my communication sounding pleasant?
Have I stated clearly what response I want from the reader ?
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Creates Goodwill Saves Readers Time Correct
Clear Business communication should be clear and should be self explanatory about why it has been written. Complete The information given should be complete and should not leave any scope for questions / lack of information. Correct The information provided should be correct and fact based. Save Readers Time The communication should be such that the reader saves time in undertsanding the message. Create Goodwill The message should be pleasant. clear, correct as this will result in creating goodwill for te sender of the message / communication.
Complete
Clear
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FIVE FUNCTIONS OF MANAGEMENT Tips for Smart Communication
1
Letters & Memos Open & closed punctuation Full stops at end < of addresses Full stops in abbreviations Date & Signature Subject Line optional & rare
2
Meeting Agenda Time & place must be mentioned Purpose of meeting must be clearly mentioned. Dial-in numbers must be given in case of virtual conferences
5
Netiquette Never flame. Use FULL CAPS only to emphasize Send messages on a need basis Dont forget to add attachments if mentioned
Minutes of the Mailing List Meeting Check mailing list Decisions reached for every must be listed communication Action Items sent along with Keep updating stakeholders your mailing list names must be Categorize documented mailing list as per the information
FIVE FUNCTIONS OF MANAGEMENT Tips for Smart Communication
6
Resume Content: Name, Objective, Education, Experience, Personal < details, References Two pages max Highlight strengths Use templates but enhance them
7
Reports Content: Cover page, Index, Executive summary, Appendices Steps: Define problem, Gather information, Analyze & organize information
10
FAQs Covering Letters Sales Proposal Should be correct Content: Budget, Brief - 3 paragraphs, bullets and based on Objectives, research Strategy & Tactics, Focus on - Major Should be created Schedule, Results, requirements Differentiators by Subject Matter and Closing Experts [SMEs] Research through Should be Should have a Web / friends / persuasive & contact persons ecolleagues accurate mail Do not plead
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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

Misplaced Word Beware! Consider the different meanings in the following sentences:
The dog under the tree bit Carrie.
vs.
The dog bit Carrie under the tree.

Misplaced Word Beware!
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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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.
Heres how you can ensure you do not go wrong while communicating across cultures.
Communication across Cultures
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
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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.

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.

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.
Which one is correct usage of a comma / period / full stop?
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?
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Summary
Communication should be Clear, Correct, Crisp, Credible, & Consistent Follow the STAR Format for written communication 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
Happy Writing!

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Business Writing Skills

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

SPIN INTERVIEW FRAMEWORK

Essentials of Effective Communication

What is Business Communication?

What is Business Communication?

Letters, Newsletters, Brochures,

Presentations, multimedia, talks

SPIN INTERVIEW FRAMEWORK

Essentials of Effective Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

ManagementStudyGuide.com - Premium Membership

Go ahead and replace it with

Your own footer Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm managementstudyguide.com. All rights

SPIN INTERVIEW FRAMEWORK

Essentials of Effective Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

STAR / ACBDE Model of Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

STAR Format of Written Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

STAR / ACBDE Model of Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

STAR / ACBDE Model of Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

3. Build the Structure

Structure of Written Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

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Your own footer Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm managementstudyguide.com. All rights

STAR Format of Written Communication

3. Build the Structure Content

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

3. Build the Structure

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

STAR / ACBDE Model of Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

4. Detail & Design Approach

STAR Format of Written Communication

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

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

Copyright 2008 - 2012 managementstudyguide.com. All rights reserved.

STAR Format of Written Communication

4. Detail & Design Approach

STAR Format of Written Communication

4. Detail & Design Approach

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