Tips and tricks for effective communication for channels: 1. Client emails 2. Meeting notes 3. Client chat 4. Virtual Meetings

1. − 1 −© Himanshu Juneja Communicating it right v2
COMMUNICATION ACADEMYCOMMUNICATION ACADEMY
Meeting
Notes Emails
Virtual
Meetings
Chat
Tips and
Tricks

2. COMMUNICATION ACADEMY
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Minutes of meetings are very important to keep track of
the discussion and decisions taken during the meeting!
On MS teams, add a new tab
using ‘+’ and select “Wiki”. Use
the attached template to track
minutes of meetings
Advantage: Feasible to tag
and assign accountability, easy
to maintain logs
Teams – OneNote Notes via E-mail
Add a new tab using ‘+’ and
select “OneNote”. Use the
attached template to track
minutes of meetings
Advantage: Better for
formatting, easy to maintain
logs
Take notes on a pad and
share it over email with the
team (template to be shared)
Advantage: Easily
accessible
Disadvantage: Logs
maintenance
2 3
OR OR
Teams – Wiki Page
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Meeting Notes
Tips and
Tricks
#1

3. COMMUNICATION ACADEMY
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Concise subject
Every email you send should
have a succinct yet
descriptive subject line
Proper Greeting
A greeting can help people
easily determine to whom a
message is directed and set
the tone of the message
Proper Grammar
The content should have
correct spelling and proper
grammar
Clear Closing
End your email so that
it's clear what is
expected of the recipient
and when.
Essential data
Put vital information in
the beginning of email to
ensure that the recipient
actually reads it
Elements
01
0205
04 03
Email
Tips and
Tricks
#2

4. COMMUNICATION ACADEMY
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Be punctual
Present an agenda to clients
Test your audio
Mute when not
speaking
Don’t put your call on Hold
Take notes of the discussion
Raise hand in group calls to intervene
Be engaged while talking,
silence kills interest in
conversation
Be clear and confident
Never argue with
clients or over commit
Keep a check on time
of the call duration
Summarize the key
takeaways and next
steps
Virtual
Meetings
Tips and
Tricks
#3

5. COMMUNICATION ACADEMY
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Create a Project Chat Box
on MS Teams for client and
team members
Consider all offline discussions with client (chat or quick call) as
official communication
BRB
Reply within
5 – 10 min for
better client
experience
Document the
key outcome and
share over email
Make use of
emoji (but not
too often)
Communicate
in a positive
tone, being little
informal is fine
Don’t tend to
use
abbreviations
Don’t
assume!
First clarify
the point
Client
Chat
Tips and
Tricks
#4

6. COMMUNICATION ACADEMY
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S
C
Q
A
SITUATION
COMPLICATION
QUESTION
ANSWER
S
C
Q
A
Functions as a starting point and a
common basis. Therefore, it primarily
contains recognizable and agreed points.
Spells the reason for acting now. It
contains risks / opportunities and the
hurdles that need to be overcome
Asks the question how the hurdles of
the Complication can be overcome or
mitigate the problem
Provides the answer /
recommendations to overcome
the hurdles
SCQA format
Email
Tips and
Tricks
#5

7. COMMUNICATION ACADEMY
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Keep the subject of the email informative, catchy, and brief
• Keep it short : Get right to the point in about six
to eight words
• Only important words: Use relevant verbiage
to provide context to the recipient
• Make it catchy: Add command in square
brackets -[Action], [Inform], [Request] etc.
Don’t(s)
• Don’t make the subject complex to understand
• Don’t put all words in CAPS
• Don’t use misleading words
Do’s
An email subject line is the first text recipients see after the
sender name when an email reaches their inbox
[Request] Need access to GIR
EXAMPLES
CEM Turkey Launch Requirements
Orion Phase-I Status Update – 05/15
Email
Subject
Tips and
Tricks
#6

8. COMMUNICATION ACADEMY
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Focus on
one idea
Easy to
read and
understand
Effective
content and
short
• Know exactly why you are writing
• Use a good subject line
• Begin with main point
• Connect everything to main point
• Signal structure with headings and topic sentences
• Use good lists
• Make it “phone friendly”: put tables in attachments
• Make content match your purpose
• Eliminate wordiness (less is more)
• Watch your tone
Email
guidelines
Tips and
Tricks
#7

9. COMMUNICATION ACADEMY
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A few minutes of analysis helps you focus your ideas
Purpose
Message
Audience
Persona
Email
focus areas
Tips and
Tricks
#8
Visualize your purpose: what do you
want to have happen as a result of
writing?

10. COMMUNICATION ACADEMY
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Email:
purpose
Tips and
Tricks
#9
I am writing in order to…
– Ask key questions
– Make a recommendation
– Provide results
– Explain the procedure to follow
…because I want my reader to…
– Give me specific answers
– Accept the recommendation
– Ask questions; make business
decisions; believe I am thorough
– Follow the procedure accurately
When you know your purpose(s), you can focus your document to
ensure success
Visualize your purpose: what do you want to have happen as a
result of writing?

11. COMMUNICATION ACADEMY
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Email:
message
Tips and
Tricks
#10
Purpose
If I want readers to…
– Give me specific answers
– Authorize my proposal
– Follow the procedure accurately
Message
…then my key message might be
– In order to complete the project, I
need answers to these three
questions.
– This proposal will improve our
productivity and save us $25,000
per month.
– To receive a timely
reimbursement, follow this three-
step procedure
The message takes into account what will motivate your reader to
achieve your result
Based on your purpose, develop a clear message for the document

12. COMMUNICATION ACADEMY
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Email:
audience
Tips and
Tricks
#11
 Even for a brief email, it is useful to ask
– Who will read what I am writing? How many different readers are there?
– What do the readers expect from my document?
– How receptive are the readers to my message?
– What information do they need?
– Will I need to persuade them?
– Do we share the same frame of reference—or are they coming from a different
perspective?
To achieve your purpose, you need to get into your audience’s head and
understand their needs

13. COMMUNICATION ACADEMY
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Email:
persona
Tips and
Tricks
#12
You also need to choose a persona (tone) that will help you achieve
your goal
Positive
Friendly
Professional
Knowledgeable
Negative
?
?
Neutral
?
?

14. COMMUNICATION ACADEMY
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Email:
sample
Tips and
Tricks
#13
Subject: Recommendation to change data vendor
Hi Xyz,
Hope you are doing good!
I am writing to recommend that ABC Pharma change the data vendor used to gather performance data about PentaQuin. For the past
three years, we have been using data from DataRUs; we recommend changing to DataMart. Although the cost will be slightly higher,
the change will allow you to get more accurate and faster estimates of new patients.
Benefits of changing to DataMart
–More accurate estimates at the national level: DataMart, which collects data from pharmacies, provides larger coverage of
prescription data than does DataRUs, which collects data from insurance companies. DataMart covers 45% of patients and 60%
of doctors nationwide, whereas DataRUs covers only 28% of patients and 35% of doctors. This larger coverage of prescription
data by DataMart would provide us a better sample of prescriptions and allow us to provide more accurate estimates at national
level.
–Faster estimates. DataMart is able to provide the data in two weeks, compared to DataRUs, which has a lag of two months
Purchasing data from DataMart will cost approximately $500 more per month. However, this small additional cost will allow ABC
Pharma to be more responsive to market changes and make more effective marketing decisions. I will call you this proposal. We
would like your OK to change vendors before the next data cycle begins.

15. COMMUNICATION ACADEMY
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Email:
Good vs bad
Tips and
Tricks
#14

16. COMMUNICATION ACADEMY
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Email:
Good vs bad
Tips and
Tricks
#15
Make every word count; check words for precision.
–Not: “Success of this project depends on the accurate assessment of product market
definitions.”
–But: “Success of this project depends on accurate product market definitions.”
Eliminate wordy phrases
–Change “at this point in time” to “now.”
–Change “It is our opinion that” to “We believe.”
When possible, use active voice.
–Wordier passive voice: “Several software tools and processes customized
specifically for the business needs of Solvay Pharmaceuticals, Inc., are used in our
approach.
–More concise active voice: “Our approach customizes several software tools and
processes to meet Solvay Pharmaceuticals’ business needs.”
Replace nominalizations and noun phrases with good, strong verbs.
–Change “We will perform an evaluation of X” to “We will evaluate X.”
–Change “Our objective is the standardization of all procedures” to “Our objective is to
standardize all procedures.”