Business writing-skills

Business Writing Skills

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managementstudyguide.com. All rights
reserved.

SPIN INTERVIEW FRAMEWORK

Learning Objectives

1 What is Business Communication

2 Types of Communication

3 STAR Format of Written Communication
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4 Essentials of Effective Communication

5 Tips for Smart Communication

6 Communication across cultures

7 Exercises

8 Summary

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What is Business Communication?

Let’s first understand what is 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

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could use forms such as face-to-face meetings, group discussions, e-mail
writing, and even non verbal modes like gestures, body language, etc.

Message Message Message
CHANNEL DECODING

SENDER RECEIVER

FEEDBACK
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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,
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Articles, Catalogs
 Advertisements, Notice Board,
Pamphlets, Signs, Press Releases
 Presentations, multimedia, talks
 Reports, Manuals, Proposals,
Books

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Types of Communication


Verbal
Communication

Written
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Verbal Non
Written
Verbal

Non Verbal

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Verbal Communication

• Provides instant feedback Communication
• Opportunity to check for
understanding
• Involves Questioning &
Paraphrasing
• Faster closure on open
#

items Verbal Non
Written
• No record unless minutes Verbal
of the meeting recorded
• Usually unstructured
• Increases speed of
communication

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Written Communication

• Provides record for future
Communication
reference
• More structured
• Tools to gain attention – like
bullets, bold, etc.
• Ability to provide details
• Can be sent to multiple
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people at the same time Verbal Non
Written
• More Formal Verbal
• It mainly consists of
diagrams, pictures, graphs,
reports, policies, rules,
orders, instructions,
agreements, etc.
• Comprehensive & Accurate

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Non Verbal Communication

• Constitutes of Physical,
Aesthetic, Signs, Symbolic Communication
• Complements Verbal
Communication - It may accent
or underline a verbal message.
Pounding the table, for
example, can underline a
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message. Verbal Non
Written
• Gestures talk more than words Verbal
• Could be Positive / Negative
• Indicative of a person’s
personality

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STAR Format of Written Communication

1. Analyze
the
Purpose
2. Consider the
Audience
5. Execute with
Confidence
STAR / ACBDE Model of
Communication

4. Detail & 3. Build the
Design Structure
Approach

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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?
If you can’t answer these questions, then
you should wonder, whether you should
even the send the communication.

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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
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• 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

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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
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‘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.”

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3. Build the Structure

1. Salutation

2. Content 3. Closing

Structure of
Written
Communication

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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
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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

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Content
Do’s Don’ts
 Mention any specific information that is х Don’t tell the reader what you or they can’t
requested by the reader - If you cannot do... tell them what can be done
answer a question or provide definite х Negative statements - Don’t tell them
information: something negative unless it is important that
 state when you can send the information. they have the information
 explain why you won’t be able to answer For e.g. “ This report never goes into any
the query. phase of the matter in detail, but covers each
 tell as much as you know / offer part briefly.”
additional information when available. х Don’t use casual language – Business
 Use Positive statements communication is always formal & organized
For e.g. “This report discusses each step briefly.”
 Content should be accurate & crisp

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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

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4. Detail & Design Approach

Components
of Detail &
Design

Punctuation
Formatting
• Inappropriate use of
• All letters should be Arial - punctuation could change the
size 10 / 12 meaning of the sentence
• Use line spacing set in the Paragraphing • It makes the communication
template • Keep one main idea per look more structured & clear
• Separate paragraphs with paragraph
one blank line in between • Use short paragraphs
• Ideas in successive
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paragraphs can be related
reserved.



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.

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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.

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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:
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• 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]

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Use limited colors

Avoid double emphasis

Use templates

Use glossy paper

Use no more than 5 fonts

Rewrite
Combine sentences
Omit needless words
Brief writing style

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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

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5. Execute with Confidence

The ‘Write Perfect’ Checklist - Before clicking on ‘send’… Review!

Is the
communication well
organized in terms of
Have I stated my formatting, structuri Have I written in
purpose correctly ng, etc.? appropriate, short
and provided and crisp sentences?
information that
the readers would
like to know?

Have I stated clearly
Is my what response I want
communication from the reader ?
sounding
pleasant?

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Essentials of Effective Communication

Clear
Business communication should
be clear and should be self
explanatory about why it has
Creates
been written.
Goodwill Complete
The information given should be
Saves Reader’s complete and should not leave
Time any scope for questions / lack of
information.
Correct
Correct The information provided should
be correct and fact based.
Save Reader’s Time
Complete The communication should be
such that the reader saves time
in undertsanding the message.
Create Goodwill
Clear The message should be pleasant.
clear, correct as this will result in
creating goodwill for te sender of
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reserved.

FIVE FUNCTIONS OF MANAGEMENT
Tips for Smart Communication

1 2 3 4 5
Letters & Memos Meeting Agenda Minutes of the Mailing List Netiquette
• Open & closed • Time & place must Meeting • Check mailing list • Never flame.
punctuation be mentioned • Decisions reached for every • Use FULL CAPS
• Full stops at end • Purpose of meeting must be listed communication only to emphasize
<
of addresses must be clearly • Action Items sent • Send messages on
• Full stops in mentioned. along with • Keep updating a need basis
abbreviations • Dial-in numbers stakeholders’ your mailing list • Don’t forget to add
• Date & Signature must be given in names must be • Categorize attachments if
• Subject Line – case of virtual documented mailing list as per mentioned
optional & rare conferences the information

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FIVE FUNCTIONS OF MANAGEMENT

6 7 8 9 10
Resume Reports Sales Proposal Covering Letters FAQs
• Content: Name, • Content: Cover • Content: Budget, • Brief - 3 • Should be correct
Objective, Education, page, Index, Objectives, paragraphs, bullets and based on
Experience, Personal Executive summary, Strategy & Tactics, • Focus on - Major research
<
details, References Appendices Schedule, Results, requirements • Should be created
• Two pages max • Steps: Define and Closing • Differentiators - by Subject Matter
• Highlight strengths problem, Gather • Should be Research through Experts [SMEs]
• Use templates but information, persuasive & Web / friends / • Should have a
enhance them Analyze & organize accurate colleagues contact person’s e-
information • Do not plead mail

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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

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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.

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reserved.

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.

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Communication across Cultures

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

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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.

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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.

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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.

Which one is correct usage of a comma / period / full stop?

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?

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reserved.

Summary

Communication should be Clear, Correct,
Crisp, Credible, & Consistent

Follow the STAR Format for written
communication

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

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reserved.

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