Business Communication Toolkit - Business Writing - Day 01
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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