Writing skills


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  • “Simply writing or talking, without regard to the recipients’ response, is conducive to creating a gross misunderstanding” – George Terry
  • First analyse the situation making sure that your purpose is clear n you enough about your audience needs to know.
    Gather info on what your audience needs to know.
    Select the right medium for the message i.e, email, letter, SMS,
    Organze the info correctly.
  • A message that will receive a favourable or neutral reaction from the reader is usually easy to write because such messages tell something pleasant or useful information. These messages are organized by the direct approach and is known as Good-news plan.
  • Writing skills

    1. 1. Business Communication  Written Communication  Stages of Writing Process  Organizing and Composing messages  Writing Effective Email messages  Writing goodwill, good and bad messages 01/18/14
    2. 2. Business Communication Written Communication Learning to write is learning to think 01/18/14
    3. 3. Business Communication Written Communication  Written messages allow more control, mechanical efficiency and convenience for both sender and receiver  Written messages are your best choice when You are communicating a routine matter You are worried about urgency or ambiguity You need or want a document recorded. Your communicating complex and / or numerical information You want to give your receiver time to deal with the message at his or her convenience 01/18/14
    4. 4. Business Communication Advantages Disadvantages  Ready Reference.  Limited to literate world.  Legal Defence.  Time Consuming.  Promotes Uniformity.  Lot of paper work.  Mass Access.  Needs expertise in expression.  Suitable for Distance  Lack of immediate feedback. Communication.  Costly than oral communication.  Image Building.  More man hours needed.  Accurate and Unambiguous.  No immediate clarification.  Permanent in Nature.  Permits Substitutions and Revisions. 01/18/14
    5. 5. Business Communication Tips for effective Written Communication        Draft an outline at the beginning by proper planning. Focus on the audience, purpose, topic and desired outcome. Structure the Introduction, Body and Conclusion in a systematic and logical order. Focus on each paragraph. Understand the reader’s perception. Avoid grammatical mistakes. Use proper vocabulary, punctuations, commas, colons and semi-colons. 01/18/14
    6. 6. Business Communication Tips for effective Written Communication         Avoid using slang language. Avoid using “you” while making any criticism. Always start with a positive phrase. Always write the name of the company and the person correctly. Keep sentences short, clear and concise. Avoid repetition and too many irrelevant details. Elaborate on the technical language and jargons used. Effectively use the charts, graphs, diagrams and pictures. 01/18/14
    7. 7. Business Communication Tips for effective Written Communication  Never express your anger, frustration, irritation and aggression in written communication.  Proof read the document before sending.  Use proper communication channel.  Get a proper feedback.  Continuously update yourself to improve written skills. 01/18/14
    8. 8. Business Communication 5 step writing process 1. 2. 3. 4. Identify your purpose Analyze your audience Choose your ideas Collect data to support your ideas 5. Organize your message 01/18/14
    9. 9. Business Communication 1. Identify your purpose  Is it informational?  Is it persuasive?  Are you trying to negotiate a contract/deal? All messages have a “relational “purpose. 01/18/14
    10. 10. Business Communication 2. Analyze your audience Your message has to be seen from the receiver’s point of view. Be sensitive to your audience needs with a “you” attitude. • • To help us process this order, we must ask for another copy of the requisition. So that your order can be filled promptly, please send another copy of the requisition. 01/18/14
    11. 11. Business Communication 3. Choose your idea Ideas depend on the type of message, the situation, and the cultural context(national and international). 01/18/14
    12. 12. Business Communication 4. Collect your data  Know company policies, procedures, product details, customer details etc. 01/18/14
    13. 13. Business Communication 5. Organize your message  Outline your message  Prepare a draft  Different approaches for different cultures. 01/18/14
    14. 14. Business Communication Basic Organizational Plans  For letters and memos, you can choose one of the four organizational plans  Direct – Request  Good news  Bad news  Persuasive – request plan 01/18/14
    15. 15. Business Communication Organizing and composing messages  Direct – Request  Good news  Bad news  Persuasive – request plan Direct approach (begin with main idea) Indirect approach (states main idea later) Use the Direct – Request plan when the purpose is to make a request that requires less persuasion. Use the Good news plan to grant requests, announce favorable information. 01/18/14
    16. 16. Business Communication Indirect Approach  When you expect resistance to your message, such as in a bad-news message or a persuasive request.  You should not present the main idea in the first paragraph.  Begin with a pleasant, neutral statement, then give an explanation before you introduce the idea.(“Porch”) 01/18/14
    17. 17. Business Communication Good News When your message is favorable or neutral, you can use the good-news plan. •Best news or main idea •Middle – Explanation, all necessary details, educational information, resale, Sales promotion. •Positive, friendly ending, motivation to action, willingness to help further, appreciation. 01/18/14
    18. 18. Business Communication Bad News A bad-news message varies from a good-news message in tone, structure, and information. In bad-news messages it is important that your tone be appropriate.  Put yourself in the reader’s place. Show confidence in the reader  Single people out when you praise them, put them in a group when you criticize them.  Be courteous and shield the reader’s pride.  Talk with, not down to, the reader. 01/18/14
    19. 19. Business Communication Bad News Structure the message  Buffer  Explanation and analysis of circumstances Friendly, positive close  Buffer Buffers should be neutral in tone: avoid misleading the reader into thinking the news is good.  Explanation and Analysis Explanation are often crucial to the effectiveness of a negative message. 01/18/14
    20. 20. Business Communication Bad News  Friendly, Positive close • Endings should be positive, with reader friendly requests, assurances, and reader benefits. • Invite future patronage, cooperation, suggestions or compliances • Express continued interest, service and offer assurances. 01/18/14
    21. 21. Business Communication Bad News Negative replies to requests Honesty, tactfulness and caution are necessary when responding to a request for a recommendation for a person about whom you have unfavorable information. When you have made a mistake, it is often best to admit your error in the beginning of your message. Letters of resignation should include a reason, appreciation for people you are leaving, and a cordial ending. 01/18/14
    22. 22. Business Communication Tips for Email writing Objectives To effectively write an email pertaining to the purpose/ subject of the mail  Understand the nuances of writing a good mail  Write mails that are concise but precise  Comprehend the rules of writing e-mails 01/18/14
    23. 23. Business Communication Tips for Email writing Write a meaningful subject line The receiver scans the subject line in order to decide whether to open, forward, file, or trash a message. 01/18/14
    24. 24. Business Communication Tips for Email writing  Subject: [Blank] This could come across as arrogant, or at the very least, thoughtless.  Subject: "10 confirmed for Friday... will we need a larger room?"   Upon reading this revised, informative subject line, the recipient immediately starts thinking about the size of the room, not about whether it will be worth it to open the e-mail. 01/18/14
    25. 25. Business Communication Tips for Email writing  Subject: "Important! Read Immediately!!“ What is important to you may not be important to your reader. Write an informative headline that actually communicates at least the core of what you feel is so important: "Emergency: All Cars in the Lower Lot Will Be Towed in 1 Hour.“  Subject: "Follow-up about Friday“ Fractionally better -- provided that the recipient remembers why a follow-up was necessary. 01/18/14
    26. 26. Business Communication Tips for Email writing  Subject: "That file you requested." If you're confident your recipient will recognize your e-mail address, and really is expecting a file from you, then this would be fine. 01/18/14
    27. 27. Business Communication Tips for Email writing  Keep the message focused and readable  Avoid fancy typefaces. Don't depend upon bold font or large size to add nuances.  Avoid attachments that are too large or too many.  Use standard capitalization. • All-caps comes across as shouting, and no caps invokes the image of a laziness. Regardless of your intention, people will respond accordingly.  Proofread • If you are asking someone else to do work for your work take the time to make your message look professional. 01/18/14
    28. 28. Business Communication Tips for Email writing  Don't assume privacy Don't send anything over e-mail that you wouldn't want posted -- with your name attached -- in the break room. E-mail is not secure.  Identify yourself clearly  Be kind -- don't flame – Just don't hit "Send" while you're still angry. 01/18/14
    29. 29. Business Communication Tips for Email writing  Respond Promptly If you want to appear professional and courteous, make yourself available to your online correspondents.  Show Respect and Restraint Be tolerant of other people's etiquette blunders.  Distinguish between formal and informal situations Always know the situation, and write accordingly. 01/18/14
    30. 30. Business Communication Thank you 01/18/14