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Seminar business writing-compressed

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Seminar business writing-compressed

  1. 1. June, 2012MBA. Geoffrey Klein
  2. 2. If your attitude is“It’s just an e-mail, so it doesn’t have to be perfect”You are doing serious damage to your credibility, your professional image, even your future!
  3. 3. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  4. 4. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  5. 5. Warm-upWrite an email
  6. 6. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  7. 7. Some StatisticsOn average, a professional today spends about2.5 - 3 hours a day, every single working day on email
  8. 8. What does that mean? So…We spent 40% of our working day
  9. 9. Let’s do some maths Time we spent on emails?60 hours a month 720 hours a year On average: 1 hour/email (and yet, it still might not be perfect) And what else we can’t convey in a math? •The state of mind
  10. 10. First impression
  11. 11. EMAIL First impresssion
  12. 12. Email as our image
  13. 13. Motives •To inform •To persuade •To enquire info •To gain impression•To maintain relationships
  14. 14. Consider
  15. 15. Consider Hi John,hi John, How are you?how are you? We need to We need to address a few points:address few points: The trip,the new account and the A) the triptechnical support. this will B) the new accountreally help. sincerely, C) technical supportjoe. This will really help. Sincerely, Joe
  16. 16. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  17. 17. Top Email Mistakes? Your Challenges?
  18. 18. Top Email Mistakes?
  19. 19. Challenges for Non- native writer
  20. 20. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  21. 21. What you will get from TalentLink’s Course•Save time, money, and energy•Banks of email templates•Structural Grammar•Professional first impression•Boost writing confidence and skills•Positive tone and accurateword-choice -> Best email result
  22. 22. Sample Course Outline (45 intensive hours)•A/ Introduction to Business Email Writing (9 hours) •Define the target receiver for optimal result •Email Etiquettes •Email Format and Styles •Word choice and Email Tones•B/ Grammar Topography (9h)•C/ Types of Email (18h)•D/ Case studies and Practices (9h)
  23. 23. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  24. 24. Email Writing for results• Common symptoms• Solutions: S&S. Easy to read,comprehend, and react to in thirtyseconds or LESS• Why?• So, call for ACTION
  25. 25. Activity: Writing for resultsSubject:  Some Concerns Subject:  Defective Printed CircuitHi Everybody, I was just thinking Boards May Arrive Tomorrow - Actionabout some of the things that Required.might be an issue for us in the Dear Mr. …, I have been informed that tomorrowsnext few weeks and I think that I shipment of 5,550 Printed Circuitmay have stumbled upon Boards from Orient Express Inc. insomething we should all take a Thailand may be defective.  Our PO#hard look at.  I know that we are was 345738, the FEDEX trackingall real busy but its not a bad idea number is 3847639374.to think about this kind of thing Please have your people ready tosometimes.  The shipment we will inspect the shipment upon arrival.  get from abroad tomorrow or in Call or email me with the results of the inspections once they are available.the next couple of days might Please let me know if any of this ishave some issues.  Im just saying unclear, or if there are other things wewe should be careful about it.  should also consider.Thanks, Best Regards,
  26. 26. Activity: Writing for results
  27. 27. short, Sweet, and to the Point, Please“A good speech should be like a womans skirt: long enough to cover the subject andshort enough to create interest” ― Winston S. Churchill
  28. 28. Basic Email Etiquettes
  29. 29. General Format: Tone •Write in a positive tone •Use smiles , winks ;), “When you complete the and other graphical report” instead of “If you symbols only when complete the report” appropriate. •Avoid negative words that •Use contractions to add a begin with “un, non, ex” or friendly tone.that end with “less” (useless, (don’t, won’t, can’t). non-existent, ex-employee, undecided).
  30. 30. ACTIVITY: FORMAL OR INFORMAL
  31. 31. ACTIVITY: FORMAL OR INFORMAL
  32. 32. ACTIVITY: FORMAL OR INFORMALEmail 1: Email 2:Dear Ms. Laura, Laura,I am writing (1)…Promotional Products in relation to I’m writing (11)… all our family to say thanks youyour recent complaint. I was very concerned to learn very much for letting us stay at your seaside house atabout the problems you experienced and the (2)…of our the weekend, we really enjoyed it. By now you gavesales staff. (3)…everything that happened, and thanks properly heard from your neighbors about (12)…ofyou bringing it to my attention. (4)…I will (5)…. my teenage son Harry and his friends when they(6)… send replacement items immediately, at our come back from the pub late on Saturday night. (13)expense, and I will personally make sure that the order is …all the nose they made, and for the damage theycorrect. (7)…we will also send you credit note to be used caused to your neighbor’s garden. (14)…I will doagainst any items in our catalogue. I have already spoken everything possible to (15)… (16)…contact yourto the sales staff involved (8)…and we are making sure neighbors directly and offer to pay for any damage.that in the future all customer complaints are dealt with (17)…I also sent them some flower and a box ofin a polite and helpful manner. chocolates. I’ve already spoken to my son (18)… and he promises it won’t happen again.Once again, I hope you will accept my apologies for theinconvenience caused. I very much hope you will Once again, I am really sorry. (19)…, (20)…-I’ll be atcontinue to use our services in the future (9)…, (10) home at the weekend….on my direct line given below.
  33. 33. ELEVATOR SUMMARY  Elevator summary“Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas…”  Table of contents “This email contains: A. Budget projections for the last quarter B. Actual performance for the last quarter C. Adjustment proposal
  34. 34. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  35. 35. Flaming in emails
  36. 36. Flaming in emails• What is Flaming?• AVOID Flaming• EMAILS are black and white• “Would I say this to this person’s face?”• Read your message twice• Keep Flaming under control
  37. 37. Write like it’s youronly chance
  38. 38. Responding to a flame
  39. 39. DELIVERING BAD NEWSDo not take your reader by surprise or press them to the wall Deliver the news up front: “We are unable to order new computers this quarter due to budget cuts.” Explain Reasons Avoid blaming:“I think it will be hard to recover from this, but what can I do to help?”
  40. 40. APOLOGIES
  41. 41. Activity: Apology
  42. 42. Apology: Prompts (1)1. Please accept my… g) sincere apologies2. We’re having a temporary problem… j) with our software3. We’re doing everything we can to… f) resolve the issue/sort it out4. Can you leave it… i) with me for a day or two ?5. I’ll look into the matter urgently… b) and get back to you tomorrow6. I’ll send you… a) a replacement immediately7. We are sending you small gift… c) as a gesture of goodwill8. I can assure you that… h) this will not happen again9. I apologise again… d) for any inconvenience this has caused10. If you have any further queries, do not.. e) hesitate to contact me
  43. 43. Activity: Apology1. I am absolutely/extremely/really/very sorry for what has happened2. Thanks you for bringing this issue/material/problem to my attention3. We can assure you that the articles/goods/items/wares were dispatched on time.4. We were sorry to hear that the product was damaged/defective/faulty/out of work when you received it.5. This was due to an oversight when we processed your order/a strike in our factory/an inflammation in our warehouse/ circumstances beyond our control.6. I am trying to sort it out/sort out it/sort the problem out/sort out the problem as a matter of urgency.7. Please return the faulty goods, and we will refund you/repair them/replace them/restore them immediately.8. We appreciate that this has caused you considerable inconvenience, but we cannot accept any breach in the contract/ disadvantage/ liability/responsibility on our part.
  44. 44. Apology: Prompts (2)1. I am absolutely/extremely/really/very sorry for what has happened2. Thanks you for bringing this issue/material/problem to my attention3. We can assure you that the articles/goods/items/wares were dispatched on time.4. We were sorry to hear that the product was damaged/defective/faulty/out of work when you received it.5. This was due to an oversight when we processed your order/a strike in our factory/an inflammation in our warehouse/ circumstances beyond our control.6. I am trying to sort it out/sort out it/sort the problem out/sort out the problem as a matter of urgency.7. Please return the faulty goods, and we will refund you/repair them/replace them/restore them immediately.8. We appreciate that this has caused you considerable inconvenience, but we cannot accept any breach in the contract/ disadvantage/ liability/responsibility on our part.
  45. 45. Activity: Apology1. Thank you very much this matter for bringing to my attention.2. I was very experienced to learn the problems about you concerned.3. I will look the matter into and get back you to within the few next days.4. Once again, accept our apologies please caused for the inconvenience.5. Having this matter in detail looked into, I be of no further assistance regret that I can.
  46. 46. Apology: Prompts (3)
  47. 47. Useful prompts (4)Apologizing we would like to offer our sincere apologies for our mistakeAttachments please find the document attachedClarifications there are several points we don’t quite understand; we feel there may have been a misunderstanding between usClosing we look forward to receiving your reply; Regards, Joe BluntComplaints we were very surprised and disappointed by thisCongratulations we would like to congratulate you on your recent good newsMeetings would Tuesday 26 October be convenient for you? ; Would it be possible to postpone the meeting until next week?Openings we are writing to enquire about...; I am writing on behalf of ...Orders Re order no. XJ 8103; goods shipped todayPayments we have not yet received payment for order no. XJ 8103. Could you please attend to this matter as soon as possibleRequests we would be very grateful if you could send us your catalogue and current price listSuggestions another option would be to ...Thanks we would just like to express our gratitude for all your help in this matter
  48. 48. When Email Won’t Work
  49. 49. Contents 1. Warm-up session 2. Are Business Emails THAT important? 3. Challenges for non-native speakers4. What you can learn in TalentLink’s Course? 5. Basic Business Email Etiquettes 6. Bad news/ Apology Emails 7. Quick check-up test
  50. 50. ACT NOW
  51. 51. Check-up TestWrite an email:
  52. 52. June, 2012MBA. Geoffrey Klein
  53. 53. Thankyou!

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