Writing process WIIFM (What in it for me?

Prewritting : (3A)
Analyze message
Anticipate audience
Adapt message to audience

Draft (rod)
Research message
Organize message
Draft message

Revise (EPE)
Edit message
Proofread message
Evaluate message

Content of proposal (IBPSSBA)

Introduction
Background (problem identification, goal/purpose of project)
Proposal (plan for solving problem) Schedule (time table)
Staffing
Budget/closing
Authorization request

AIDA strategy for successful persuasive message

A: attention
I: interest
D: desire
A: action

Hofstede’s cultural dimension (6)

Power distance
Individualism vs Collectivism
Masculinity vs Femininity
Uncertainty avoidance
Time orientation
Indulgence

4 phases of team development

Forming team
Storming (role definition)
Norming (role clarified)
Performing

Six steps for dealing with conflict

Listen to ensure you understand the problem
Understand the other’s position
Show a concern for the relationship
Look for areas of mutual agreement
Invent new problem-solving options
Reach a fair agreement, choose the best option
Figure 5.4: typical major components in business outlines
email / memo/ letter: 1. Opening 2. Body 3. Closing
Informational report: 1. Introduction 2. Facts 3. Summary
Analytical report: 1. introduction/ problem 2. facts/ findings 3. Conclusions
4. Recommendations (if requested)
Proposal: 1. Introduction 2. Proposed solution 3. Staffing 4. Schedule, costs
5. Authorization

The 6 C’s of complaints

1. Calm
2. Copies (record of what happened)
3. Concise
4. Choose a solution for them
5. Compromise on a solution
6. Concede (learn to call it a day)

How to handle complaints

1. Be claim and concise
2. Express gratitude for bringing it up the problem
3. Apologize and empathize
4. Take responsibility to prevent it from reoccurring
5. Offer an appropriate remedy/solution
6. Express commitment to their loyalty, reinforce their loyalty (Critical!!)

Professional Emails and Memos

1. Subject Line
 Summarize main idea
 Include labels if needed
 Avoid empty or dangerous words
2. Opening
 State purpose
 Highlight questions
 Supply info directly
 Greet the person
3. Body
 Explain details
 Enhance readability
 Apply document design
4. Closing
 Call to action
 Goodwill statement
 Avoid cliches
 Signature block for emails, not memos

Memos
-2 part structure: subject line and body
-Call to action at end
-Focus on one topic
-Include strong subject line
-Be brief, direct
-Provide background
-End courteously

Memos
-2 part structure: subject line and body
-Call to action at end
-Focus on one topic
-Include strong subject line
-Be brief, direct
-Provide background
-End courteously 

Effective team:
• Stay small, embrace diversity
• Agree on purpose
• Agree on procedures
• Confront conflict
• Communicate effectively
• Collaborate, not compete
• Accept ethical responsibilities
Share leadership

When is a letter more appropriate than an e-mail in a business context?

Be more formal
Increase persuasion
Keep a permanent record
Maintain confidentiality
Reach an unplugged audience
To breakthrough e-mail inboxes, emails are overwhelming