Business Communication Writing for Results

Effective Communication The message is understood The message changes thinking The message stimulates action Are your messages effective?

Benefits Enhanced professional image Stronger business relationships Quicker problem solving Stronger decision making Increased productivity Steadier work flow

Characteristics Has a clear purpose Provides practical information Gives facts rather than impressions Gives clear and condensed information States precise responsibilities Describes benefits to the receiver

Types of Communication ExternalInternal Planned communication with outsiders (letters, reports, memos, speeches, websites and news releases). Planned communication among insiders (letters, reports, memos, ) that follows the chain of command. Formal Casual communication with members, sponsors, suppliers and others (conversations, and phone calls). Casual communication among employees ( , conversations, phone calls) that do not follow the chain of command. Informal

Best Advice: 3 P ’ s Be Prompt Same day Same day Inform of expected delays Inform of expected delays Be Polite Be Productive Think results Think results Share the burden Share the burden

Four Steps in the Writing Process 1.Plan the message 2.Write the message 3.Review the message 4.Complete the message

1. Plan the Message Clarify your purpose Analyze the receiver and consider his interests. If he is a stranger, first establish your credibility. Gather information Choose appropriate channel Emphasize the positive Be polite and tactful.

2. Write the message Organize your thoughts Have a clear purpose Have a clear purpose Write up to 5 main points with supporting ideas Write up to 5 main points with supporting ideas Choose a message style Good news Good news Bad news Bad news Persuasive Persuasive

Good News Message Good news first “ You will be happy to know that we now have wireless Internet service …” “ You will be happy to know that we now have wireless Internet service …”Details “ all you need is a laptop … We provide wireless network card …” “ all you need is a laptop … We provide wireless network card …” Desired action “ Stop by to browse the Internet over a cup of tea …” “ Stop by to browse the Internet over a cup of tea …”

Bad News Message Good or neutral opening “ Thank you for your interest in teaching karate at the AWARE Center …” “ Thank you for your interest in teaching karate at the AWARE Center …” Bad news with a suggestion “ Because of … we do not offer such classes …. If you teach any cultural skills like Arabic calligraphy or …” “ Because of … we do not offer such classes …. If you teach any cultural skills like Arabic calligraphy or …” Cordial close “ We welcome you to attend our upcoming activities …. “ We welcome you to attend our upcoming activities ….

Persuasive Message Capture attention “ Do you have Western staff who are interested in learning about local culture? ” “ Do you have Western staff who are interested in learning about local culture? ” Arouse interest “ The AWARE Center … organizes social activities and information services …” “ The AWARE Center … organizes social activities and information services …” Request action Please contact me at xxx-xxx or to arrange the delivery of …” Please contact me at xxx-xxx or to arrange the delivery of …”

3. Review the message Paragraph size and division 3-10 lines 3-10 lines Blank line in between Blank line in between Paragraph construction Head sentence Head sentence Supporting ideas/evidence Supporting ideas/evidence Grammar, sentence construction, wording Grammar, sentence construction, wording Attractive format White space White space Font choice and consistency Font choice and consistency

Fonts give an impression Professional services Reliable information

4. Complete the Message Checklist: Date Date Recipient ’ s name, title, address Recipient ’ s name, title, address Reference to previous communication Reference to previous communication Essential information Essential information Action information Action information Opening, closing, signature Opening, closing, signature Details: enc., ref., cc. Details: enc., ref., cc. Deliver the message and cc ’ s. File copies.

Writing Tips Have a clear purpose and state it Group related information together Ensure a logical sequence of information Eliminate unnecessary information Use plain English Avoid ambiguity Add some personal elements when appropriate.

Example – Reader viewpoint “ We would be so happy if you could attend our exciting Eid Open House. ” or or “ You ’ re sure to enjoy many exciting activities at our Eid Open House. ”

Examples – grouping ideas Abraham Lincoln wrote the Gettysburg address while traveling from Washington to Gettysburg on the back of an envelope. or???

Example - spelling Benjamin Franklin declared, “ A horse divided against itself “ A horse divided against itself cannot stand. ”

Example - ambiguity Please do not feed the animals. If you have any suitable food, give it to the guard on duty.

Tips: Voice Messages Speak clearly State whom you are calling State who you are, your organization, the reason for your call State your message Suggest next communication Your phone number and best time to call Your phone number and best time to call When you ’ ll call back When you ’ ll call back Prompt follow-up

Tips: Faxes Non-personal messages only Use a cover sheet / section: date, number of pages, recipient and sender names, recipient and sender fax numbers. Sign for a more personal message. Call before faxing if it ’ s urgent or a long fax.

Tips: Use professional, not personal, account State the purpose in the subject line Use short paragraphs Don ’ t shout Quote previous or include copy Notify in advance of large attachments Proofread!

Best Advice: 3 P ’ s Be Prompt Same day Same day Inform of expected delays Inform of expected delays Be Polite Be Productive Think results Think results Share the burden Share the burden

Business Communication Writing for Results