Business Writing Skills

Business Writing Skills
SPIN INTERVIEW FRAMEWORK
Learning Objectives
1 What is Business Communication
2 Types of Communication
3 STAR Format of Written Communication

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4 Essentials of Effective Communication
5 Tips for Smart Communication
6 Communication across cultures
7 Exercises
8 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
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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 Message Message

CHANNEL DECODING
SENDER RECEIVER
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,
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Articles, Catalogs
Advertisements, Notice Board,
Pamphlets, Signs, Press Releases
Presentations, multimedia, talks
Reports, Manuals, Proposals,
Books
Learning Objectives

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7 Exercises
8 Summary
Types of Communication
Verbal
Communication
Written
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Verbal Non
Written
Verbal
Non Verbal
Verbal Communication
Provides instant feedback Communication

Opportunity to check for
understanding
Involves Questioning &
Paraphrasing
Faster closure on open
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items Verbal Non

Written
No record unless minutes Verbal
of the meeting recorded
Usually unstructured
Increases speed of
communication
Written Communication
Provides record for future

Communication
reference
More structured
Tools to gain attention like
bullets, bold, etc.
Ability to provide details
Can be sent to multiple
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people at the same time Verbal Non

Written
More Formal Verbal
It mainly consists of
diagrams, pictures, graphs,
reports, policies, rules,
orders, instructions,
agreements, etc.
Comprehensive & Accurate
Non Verbal Communication
Constitutes of Physical,
Aesthetic, Signs, Symbolic Communication
Complements Verbal
Communication - It may accent
or underline a verbal message.
Pounding the table, for
example, can underline a
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message. Verbal Non

Written
Gestures talk more than words Verbal
Could be Positive / Negative
Indicative of a persons
personality
Learning Objectives

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7 Exercises
8 Summary
STAR Format of Written Communication
1. Analyze
the
Purpose
2. Consider the
Audience
5. Execute with
Confidence
STAR / ACBDE Model of
Communication
4. Detail & 3. Build the

Design Structure
Approach
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?
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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
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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
Audience
5. Execute with
Confidence
Communication

Design Structure
Approach
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
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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
Audience
5. Execute with
Confidence
Communication

Design Structure
Approach
3. Build the Structure
1. Salutation
2. Content 3. Closing
Structure of
Written
Communication
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
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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

Content
Dos Donts
Mention any specific information that is Dont tell the reader what you or they cant
requested by the reader - If you cannot do... tell them what can be done
answer a question or provide definite Negative statements - Dont tell them
information: something negative unless it is important that
state when you can send the information. they have the information
explain why you wont be able to answer For e.g. This report never goes into any
the query. phase of the matter in detail, but covers each
tell as much as you know / offer part briefly.
additional information when available. Dont use casual language Business
Use Positive statements communication is always formal & organized
For e.g. This report discusses each step briefly.
Content should be accurate & crisp
Closing
The final paragraph of a written

business communication states what
you want the person to do
Give timelines
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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
Audience
5. Execute with
Confidence
Communication

Design Structure
Approach
4. Detail & Design Approach
Components
of Detail &
Design
Punctuation
Formatting
Inappropriate use of
All letters should be Arial - punctuation could change the
size 10 / 12 meaning of the sentence
Use line spacing set in the Paragraphing It makes the communication
template Keep one main idea per look more structured & clear
Separate paragraphs with paragraph
one blank line in between Use short paragraphs
Ideas in successive
paragraphs can be related
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
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following the assignment rules?
A period is used in abbreviations of words.

Company - Co. or miscellaneous misc.
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.
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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:
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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
1. Analyze
the
Purpose
2. Consider the
Audience
5. Execute with
Confidence
Communication

Design Structure
Approach
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

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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!
Is the
communication well
organized in terms of
Have I stated my formatting, Have I written in
purpose correctly structuring, etc.? appropriate, short
and provided and crisp sentences?
information that
the readers would
like to know?
Have I stated clearly

Is my what response I want
communication from the reader ?
sounding
pleasant?
Learning Objectives

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7 Exercises
8 Summary
Essentials of Effective Communication
Clear
Business communication should
be clear and should be self
explanatory about why it has
Creates
been written.
Goodwill Complete
The information given should be
Saves Readers complete and should not leave
Time any scope for questions / lack of
information.
Correct
Correct The information provided should
be correct and fact based.
Save Readers Time
Complete The communication should be
such that the reader saves time
in undertsanding the message.
Create Goodwill
Clear The message should be pleasant.
clear, correct as this will result in
creating goodwill for te sender of
the message / communication.
Learning Objectives

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7 Exercises
8 Summary
FIVE
TipsFUNCTIONS
for Smart OF MANAGEMENT
Communication
1 2 3 4 5
Letters & Memos Meeting Agenda Minutes of the Mailing List Netiquette
Open & closed Time & place must Meeting Check mailing list Never flame.
punctuation be mentioned Decisions reached for every Use FULL CAPS
Full stops at end Purpose of meeting must be listed communication only to emphasize
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of addresses must be clearly Action Items sent Send messages on
Full stops in mentioned. along with Keep updating a need basis
abbreviations Dial-in numbers stakeholders your mailing list Dont forget to add
Date & Signature must be given in names must be Categorize attachments if
Subject Line case of virtual documented mailing list as per mentioned
optional & rare conferences the information
FIVE
TipsFUNCTIONS
for Smart OF MANAGEMENT
Communication
6 7 8 9 10
Resume Reports Sales Proposal Covering Letters FAQs
Content: Name, Content: Cover Content: Budget, Brief - 3 Should be correct
Objective, Education, page, Index, Objectives, paragraphs, bullets and based on
Experience, Personal Executive summary, Strategy & Tactics, Focus on - Major research
<
details, References Appendices Schedule, Results, requirements Should be created
Two pages max Steps: Define and Closing Differentiators - by Subject Matter
Highlight strengths problem, Gather Should be Research through Experts [SMEs]
Use templates but information, persuasive & Web / friends / Should have a
enhance them Analyze & organize accurate colleagues contact persons e-
information Do not plead mail
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
Consider the different meanings

in the following sentences:
The dog under the tree bit Carrie.
vs.
The dog bit Carrie under the tree.

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.
Learning Objectives

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7 Exercises
8 Summary
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
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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
Learning Objectives

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7 Exercises
8 Summary
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?
Learning Objectives

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7 Exercises
8 Summary
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!

Business Writing Skills

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Business Writing Skills

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Business Writing Skills

SPIN INTERVIEW FRAMEWORK

1 What is Business Communication

3 STAR Format of Written Communication

5 Tips for Smart Communication

6 Communication across cultures

Lets first understand what is communication...

Communication is transferring information and understanding from one to

Message Message Message

Business Communication is any

1 What is Business Communication

3 STAR Format of Written Communication

5 Tips for Smart Communication

6 Communication across cultures

Provides instant feedback Communication

items Verbal Non

Provides record for future

people at the same time Verbal Non

Non Verbal Communication

message. Verbal Non

1 What is Business Communication

3 STAR Format of Written Communication

5 Tips for Smart Communication

6 Communication across cultures

4. Detail & 3. Build the

1. Analyze the Purpose

Before you begin writing:

What is the purpose of writing the

What does your reader want to

1. Analyze the Purpose

Subject of the Mail

Subject should convey the purpose

Subject field of your message should

4. Detail & 3. Build the

2. Consider the Audience

Recipients & Gender Bias

4. Detail & 3. Build the

3. Build the Structure

3. Build the Structure

Write to the reader as you would talk

email, however, memos / circulars

3. Build the Structure

3. Build the Structure

The final paragraph of a written

Signoff with your name and contact

4. Detail & 3. Build the

4. Detail & Design Approach

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

I believe the changes have been made. Have

A period is used in abbreviations of words.

4. Detail & Design Approach

Use a Comma to separate a phrase which

4. Detail & Design Approach

The Colon announces that a list is about to

The Apostrophe is used to:

4. Detail & Design Approach

Use limited colors

Avoid double emphasis

Use glossy paper

Use no more than 5 fonts

4. Detail & 3. Build the

5. Execute with Confidence

Never write when you are upset