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Business Communication Toolkit - Business Writing - Day 01
 

Business Communication Toolkit - Business Writing - Day 01

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This is the presentation of my program Business Communication Toolkit - Day 2.

This is the presentation of my program Business Communication Toolkit - Day 2.

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    Business Communication Toolkit - Business Writing - Day 01 Business Communication Toolkit - Business Writing - Day 01 Presentation Transcript

    • Hassan Bin Rizwan BUSINESS COMMUNICATION TOOLKIT
    • Important Stuff
      • Setting Standards
        • What setting you want today?
          • Formal or Informal?
        • What learning environment would you prefer?
          • Lecture-based or interactive?
        • Would you like others to talk on the phone during the program?
        • Would you like to receive rewards for good performance?
      01/23/12
    • Important Stuff
      • Setting Standards
        • Not a training program
        • This is an EXPERIENCE – Learning Experience for ALL of us
        • Be ready to give and receive constructive criticism
      01/23/12
    • Learning Contract
      • A contract between YOU and YOURSELF
      • Write ONLY what you want to remember later
      • Not more than 10 points
      • “ The Only Barrier to Learning the Truth is to Assume You Already Know It”
        • Confucius
      01/23/12
      • Business Communication Toolkit
      Cost of Miscommunication 01/23/12
    • Miscommunication 01/23/12
    • Miscommunication 01/23/12
    • Miscommunication 01/23/12
    • Miscommunication 01/23/12
    • Miscommunication 01/23/12
      • Business Communication Toolkit
      Communications in the 21 st Century 01/23/12
    • 5 Things That’ve Changed in the 21 st Century
      • Grabbing Start
        • If you don’t excite my interest in the first 5 seconds, I will ‘tag’ it for later
      • Writing is More ‘Active’
        • Replace ‘is’ and ‘are’ with action words
          • “ We are planning to” to “We plan to”
        • Less the use of passive sentences
          • “ This project has been spearheaded by Atif” to “Atif lead this project
      • Less Formal than Before
        • Ok to start a sentence with ‘And’, ‘But’, ‘Because’ etc
        • Write to make it easy to read
      01/23/12
    • 5 Things That’ve Changed in the 21 st Century
      • Quick, Short, To-the-point
        • You have less time to ‘do’ more – so does your reader
        • Write so it can be speed-read
          • Highlighting the important words, ideas, numbers etc
      • Last Sentence is More than a Goodbye
        • It often asks a question
        • Suggests an action
        • Demands a response
      01/23/12
      • Understanding the Expectation Game
      Communicating through E-mail 01/23/12
    • Basics of Format
      • Using bullets and lists
      • Font
        • Professional and ‘serious’
        • Not funky
        • Or difficult to read
      • Responding time?
      • E-mail size?
      • Attachments – describe them
      • Read receipt?
      • Priority Flag?
      • For example,
        • Place the paper in drawer A.
        • Click the green “start” button.
      • Another example,
        • Improve customer satisfaction.
        • Empower employees.
      01/23/12
    • Choosing the Subject
      • Attention grabber
      • Better specific than generic
      • Remember some will receive the e-mail on their phones
      • Delete “Fwd:” even if you ‘forward’
      • Which is a better subject?
        • Road Rage
        • Can’t Drive 55
        • Road Rage: Curing Our Highway Epidemic
      01/23/12
    • Signature Block
      • Give several ways to connect with you
        • Example : my signature block
      • Use different for ‘first message’ and different for ‘replies’
      • Favorite quote? Only if it isn’t offensive
      • Wishing you well, _________________ Hassan B. Rizwan  |  Tel: +9221-7659067  |  Mobile: +923003043094  |  Web:  www.hassanrizwan.com   |  Skype: hbrizwan  |  YouTube: hbrizwan  |  Twitter: hassanrizwan "Dream like you'll live forever .. work like you don't need the money .. love like you've never been hurt and dance like no one's watchin" - Satchel Paige
      01/23/12
    • Writing Long E-mails
      • Avoid them
      • But if you must, then
        • Provide the ‘ELEVATOR PITCH’ in the first para
        • Your ‘action close’ must be at the TOP
      • Example
        • “ Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas…”
        • “ This email contains
          • Budget projections for the last quarter
          • Actual performance for the last quarter
          • Adjustment proposal
          • Projected profitability”
      01/23/12
    • E-mails on Smart Phones
      • Everything SHORTER and MORE PRECISE
      • No or less attachments
      • Additional space between paras
      • One topic per e-mail
      • Documenting SMS replies
        • Fwd them to your e-mails
      01/23/12
      • Setting Objective & Analyzing Situation
      Getting Ready to Write 01/23/12
    • The Columbus Disease 01/23/12
    • start with the end in mind! 01/23/12
    • Setting Objective Situation No 1 You have to write a quarterly progress report and send it to your boss Situation No 2 You are writing a financing/investment proposal to a BIG client Situation No 4 Complaining to a regular vendor about the recent bad service you received Situation No 3 Responding to a query from a customer about product info 01/23/12
    • The FOCUS Principle
      • FOCUS
        • Addressing the issue, the whole issue and nothing but the issue
        • Avoid opening a “pandora’s box”
      01/23/12
    • The FOCUS Principle
      • ORGANIZED
        • Present your ideas systematically
        • Use logical arguments to add weight to your case
        • Use headings, paras and lists to organize
      01/23/12
    • The FOCUS Principle
      • CLARITY
        • Proper language (grammar, spelling and sentence structure)
        • Use ‘Active’ voice
        • Create simple and short sentences
      01/23/12
    • The FOCUS Principle
      • UNDERSTANDING
        • Understand the situation and the audience
        • Adapt to the situation
        • “ It is not the strongest of specie who survives, it is the one that is the most adaptive to the change”
      01/23/12
    • The FOCUS Principle
      • SUPPORTED
        • Supported by logic and sound reason
        • Supported by stats if any
        • Supported by relevant examples if any
      01/23/12
      • Positive Emphasis & YOU Attitude
      Setting the Tone 01/23/12
    • YOU Attitude Positive Emphasis
      • In positive messages, use YOU more than I
      • In negative messages, avoid YOU
      • Focus on what can be done – not otherwise
      • Link negative info with audience benefit
      01/23/12
    • Examples
      • We provide after-sales service to all our customers.
      • We have approved your credit extension request.
      • You don’t qualify for the Exclusive Membership unless you have been a member for 5 years.
      01/23/12
    • Examples
      • You made no allowances for inflation in your proposal.
      • We can’t sell computer disks in lots of less than 10.
      • Your research on article lacks credible evidence.
      01/23/12
      • Convincing Your Readers
      Writing Persuasive Messages 01/23/12
    • Persuasion Pyramid
      • Start with a grabber
      • Elevator Pitch
      • Supporting content
        • Stats
        • Relevant examples
        • Stories
      • Action close
      01/23/12
    • Principles of Persuasion
      • Reciprocation
        • Give ‘n Take
      • Consistency
        • Reference to moral, ethical, religious or spiritual belief consistency
      • Authority
        • Reference to expertise and knowledge
      • Social Acceptance
        • Reference to acceptance by aspired people
      • Liking
        • Reference to personal preferences
      • Scarcity
        • Reference to shortage time and resources
      01/23/12
      • Getting the Most Out of Bad News
      Writing Negative Messages 01/23/12
    • Negative Message
      • Start with the Buffer
      • Deliver bad news
      • Give logical reasons
      • Provide alternatives
      • Goodwill ending
      01/23/12
    • Examples
      • “ We at ABC Services truly wish to retain our reputation as being the most competitive and affordable in the industry. To offer you the best rates, we must cut down on after-sales service.”
      • I am sure your directory services are of great interest to all businesses in the industry. However, we simply don’t have the budget …
      • I agree with you that we all should do our best to support a cause that is worthy of our time and money. Our firm, however, ….
      01/23/12
      • Turning the Negative into Positive
      Writing Bouncing-Back Messages 01/23/12
    • Bouncing-back Messages
      • Acknowledge
      • Empathize
      • Resolve
      • Thanks
      01/23/12