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Business-writing-skills

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  1. 1. Business Writing Skills Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  2. 2. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  3. 3. # Let’s first understand what is communication... What is Business 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. SENDER CHANNEL DECODING Message FEEDBACK RECEIVER Message Message Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  4. 4. # 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 Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  5. 5. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  6. 6. # Types of Communication Verbal Written Non Verbal Communication Types of Communication Verbal Written Non Verbal Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  7. 7. # Types of Communication Verbal Written Non Verbal Communication 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 Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  8. 8. # Types of Communication Verbal Written Non Verbal Communication 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 Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  9. 9. # Types of Communication Verbal Written Non Verbal Communication 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 person’s personality Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  10. 10. Example text Go ahead and replace it with your own text. This is an example text. Your own footer Your Logo Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved. ManagementStudyGuide.com - Premium Membership Learning Made Easier – ”Interactive trainings that make learning a real life experience, so that you learn and never forget”  You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.  You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.  You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.  You might be looking for some self development strategies. Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners. Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
  11. 11. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  12. 12. STAR Format of Written Communication 1. Analyze the Purpose 2. Consider the Audience 3. Build the Structure 4. Detail & Design Approach 5. Execute with Confidence STAR / ACBDE Model of Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  13. 13. # 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? STAR Format of Written Communication If you can’t answer these questions, then you should wonder, whether you should even the send the communication. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  14. 14. # 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 STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  15. 15. STAR Format of Written Communication 1. Analyze the Purpose 2. Consider the Audience 3. Build the Structure 4. Detail & Design Approach 5. Execute with Confidence STAR / ACBDE Model of Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  16. 16. # STAR Format of Written Communication 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.” Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  17. 17. STAR Format of Written Communication 1. Analyze the Purpose 2. Consider the Audience 3. Build the Structure 4. Detail & Design Approach 5. Execute with Confidence STAR / ACBDE Model of Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  18. 18. STAR Format of Written Communication 2. Content 3. Closing 1. Salutation 3. Build the Structure Structure of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  19. 19. # 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 STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  20. 20. Example text Go ahead and replace it with your own text. This is an example text. Your own footer Your Logo Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved. ManagementStudyGuide.com - Premium Membership Learning Made Easier – ”Interactive trainings that make learning a real life experience, so that you learn and never forget”  You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.  You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.  You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.  You might be looking for some self development strategies. Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners. Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
  21. 21. STAR Format of Written Communication Do’s  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 won’t 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 Don’ts х Don’t tell the reader what you or they can’t do... tell them what can be done х Negative statements - Don’t 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.” х Don’t use casual language – Business communication is always formal & organized 3. Build the Structure Content Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  22. 22. # 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 STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  23. 23. STAR Format of Written Communication 1. Analyze the Purpose 2. Consider the Audience 3. Build the Structure 4. Detail & Design Approach 5. Execute with Confidence STAR / ACBDE Model of Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  24. 24. Punctuation • Inappropriate use of punctuation could change the meaning of the sentence • It makes the communication look more structured & clear Paragraphing • Keep one main idea per paragraph • Use short paragraphs • Ideas in successive paragraphs can be related Formatting • All letters should be Arial - size 10 / 12 • Use line spacing set in the template • Separate paragraphs with one blank line in between Components of Detail & Design 4. Detail & Design Approach Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  25. 25. # 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. STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  26. 26. # 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. STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  27. 27. # 4. Detail & Design Approach 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] • It’ll [It will] STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  28. 28. STAR Format of Written Communication Brief writing style Omit needless words Combine sentences Rewrite Use no more than 5 fonts Use glossy paper Use templates Avoid double emphasis Use limited colors 4. Detail & Design Approach Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  29. 29. Example text Go ahead and replace it with your own text. This is an example text. Your own footer Your Logo Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved. ManagementStudyGuide.com - Premium Membership Learning Made Easier – ”Interactive trainings that make learning a real life experience, so that you learn and never forget”  You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.  You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.  You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.  You might be looking for some self development strategies. Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners. Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
  30. 30. STAR Format of Written Communication 1. Analyze the Purpose 2. Consider the Audience 3. Build the Structure 4. Detail & Design Approach 5. Execute with Confidence STAR / ACBDE Model of Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  31. 31. # 5. Execute with Confidence • Never write when you are upset • Write quickly; Write the easy parts First • Write like you talk: You’ll fix it later • Imagine explaining the subject in person. • Do a spell check before sending • Read the message a one more time before sending STAR Format of Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  32. 32. STAR Format of Written Communication 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 stated clearly what response I want from the reader ? Have I written in appropriate, short and crisp sentences? Is my communication sounding pleasant? 5. Execute with Confidence The ‘Write Perfect’ Checklist - Before clicking on ‘send’… Review! Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  33. 33. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  34. 34. Essentials of Effective Communication Creates Goodwill Saves Reader’s Time Correct Complete Clear Create Goodwill The message should be pleasant. clear, correct as this will result in creating goodwill for te sender of the message / communication. Save Reader’s Time The communication should be such that the reader saves time in undertsanding the message. Correct The information provided should be correct and fact based. Complete The information given should be complete and should not leave any scope for questions / lack of information. Clear Business communication should be clear and should be self explanatory about why it has been written. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  35. 35. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  36. 36. < 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 3 Minutes of the Meeting • Decisions reached must be listed • Action Items along with stakeholders’ names must be documented 4 Mailing List • Check mailing list for every communication sent • Keep updating your mailing list • Categorize mailing list as per the information 5 Netiquette • Never flame. • Use FULL CAPS only to emphasize • Send messages on a need basis • Don’t forget to add attachments if mentioned FIVE FUNCTIONS OF MANAGEMENTTips for Smart Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  37. 37. < 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 8 Sales Proposal • Content: Budget, Objectives, Strategy & Tactics, Schedule, Results, and Closing • Should be persuasive & accurate 9 Covering Letters • Brief - 3 paragraphs, bullets • Focus on - Major requirements • Differentiators - Research through Web / friends / colleagues • Do not plead 10 FAQs • Should be correct and based on research • Should be created by Subject Matter Experts [SMEs] • Should have a contact person’s e- mail FIVE FUNCTIONS OF MANAGEMENTTips for Smart Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  38. 38. Example text Go ahead and replace it with your own text. This is an example text. Your own footer Your Logo Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved. ManagementStudyGuide.com - Premium Membership Learning Made Easier – ”Interactive trainings that make learning a real life experience, so that you learn and never forget”  You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.  You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.  You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.  You might be looking for some self development strategies. Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners. Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
  39. 39. 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 Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  40. 40. Tips for Smart Communication 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. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  41. 41. Tips for Smart Communication 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. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  42. 42. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  43. 43. 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. Here’s how you can ensure you do not go wrong while communicating across cultures. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  44. 44. # 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 Communication across Cultures Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  45. 45. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  46. 46. 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. Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  47. 47. 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. Exercises on Written Communication Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  48. 48. 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. 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? Exercises on Written Communication Which one is correct usage of a comma / period / full stop? Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  49. 49. # Learning Objectives 1 2 3 4 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication SPIN INTERVIEW FRAMEWORK 5 Tips for Smart Communication 6 Communication across cultures 7 Exercises 8 Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  50. 50. Example text Go ahead and replace it with your own text. This is an example text. Your own footer Your Logo Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved. ManagementStudyGuide.com - Premium Membership Learning Made Easier – ”Interactive trainings that make learning a real life experience, so that you learn and never forget”  You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.  You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.  You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.  You might be looking for some self development strategies. Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners. Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
  51. 51. Communication should be Clear, Correct, Crisp, Credible, & Consistent 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 Follow the STAR Format for written communication Summary Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.
  52. 52. Happy Writing! Copyright © 2008 - 2012 managementstudyguide.com. All rights reserved.

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