Business Writing Skills

Business Writing
Skills
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication
2 Types of Communication
3 STAR Format of Written REC

P
STO
Communication
#
#
4 Essentials of Effective
Communication
5 Tips for Smart Y
PLA
Communication
6 Communication across
cultures
7 Exercises
8 Summary
What is Business
Communication?
Lets 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 could use forms
such as face-to-face meetings, group discussions, e-mail
writing, and even non verbal modes like gestures, body
language, etc.
Messa Messa
CHANNEL DECODING Messa
ge ge ge
SENDER RECEIVER
FEEDBACK
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,
Articles, Catalogs
Advertisements, Notice Board,
Pamphlets, Signs, Press

Releases
Presentations, multimedia,
talks
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
Types of Communication
Types of
Communication
Verbal Communication
#
#
Written Verbal Non

Written
Verbal
Non Verbal
Verbal
Communication
Communication
Provides instant
feedback
Opportunity to
check for
understanding
#
#
Involves Verbal Non

Written
Questioning & Verbal
Paraphrasing
Faster closure on
open
items
No record unless
minutes
of the meeting
recorded
Usually
unstructured
Increases speed of
Written
Communication
Communication
Provides record for
future
reference
More structured
Tools to gain
attention like
#
#
bullets, bold, etc. Verbal Non

Written
Ability to provide Verbal
details
Can be sent to
multiple
people at the same
time
More Formal
It mainly consists of
diagrams, pictures,
graphs,
reports, policies,
rules,
Non Verbal
Communication
Constitutes of Physical, Communication

Aesthetic, Signs,
Symbolic
Complements Verbal
Communication - It
may accent
#
#
or underline a verbal Verbal Non

Written
message. Verbal
Pounding the table,
for
example, can
underline a
message.
Gestures talk more
than words
Could be Positive /
Negative
Indicative of a persons
personality
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to the
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
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
Communication
1. Analyze the Purpose
Before you begin writing:
. What is the purpose of writing

the mail / letter / memo /
etc.?
. What information do you wish
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#
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 cant answer these
questions, then you should
wonder, whether you should
even the send the
communication.
Communication
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

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

Design Structure
Approach
Communication
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
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
Communication
1. Analyze
the
Audience
5. Execute with
Confidence
STAR / ACBDE Model
of Communication

Design Structure
Approach
Communication
3. Build the Structure
1.
Salutation
2. Content 3. Closing
Structure
of Written
Communica
tion
Communication
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 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
Communication
Content
Dos Donts
Mention any specific information that Dont tell the reader what you or
is they cant
requested by the reader - If you do... tell them what can be done
cannot Negative statements - Dont tell
answer a question or provide them
definite something negative unless it is
information: important that
state when you can send the they have the information
information. For e.g. This report never goes into
explain why you wont be able to any
answer phase of the matter in detail, but
the query. covers each
tell as much as you know / offer part briefly.
additional information when Dont use casual language
available. Business
Use Positive statements communication is always formal &
For e.g. This report discusses each organized
step briefly.
Content should be accurate & crisp
Communication
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
Fee)

to the
Communication
1. Analyze
the
Audience
5. Execute with
Confidence
STAR / ACBDE Model
of Communication

Design Structure
Approach
4. Detail & Design
Approach
Components
of Detail &
Design
Punctuation
Formatting
Inappropriate use of
All letters should be punctuation could change the
Arial - size 10 / 12 meaning of the sentence
Use line spacing set in Paragraphing It makes the communication
the template Keep one main idea per look more structured & clear
Separate paragraphs paragraph
with one blank line in Use short paragraphs
between Ideas in successive
paragraphs can be related
Communication
4. Detail & Design Approach
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.
Communication
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.
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#
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.
Communication
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:
#
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]
Itll [It will]
Communication
4. Detail & Design
Approach
Use limited
colors
Avoid double
emphasis
Use
templates
Use glossy paper
Use no more than 5

fonts
Rewrite
Combine
sentences Omit needless
Brief writing words
style
Communication
1. Analyze
the
Audience
5. Execute with
Confidence
STAR / ACBDE Model
of Communication

Design Structure
Approach
Communication
5. Execute with Confidence
Never write when you are

upset
Write quickly; Write the easy

parts First #
#
Write like you talk: Youll fix it

later
Imagine explaining the

subject in person.
Do a spell check before

sending
Read the message a one

more time before sending
Communication
5. Execute with
Confidence
The Write Perfect Checklist - Before clicking on send Review!
Is the
communication
well organized
Have I stated in terms of Have I written
my purpose formatting, in appropriate,
correctly and structuring, short and crisp
provided etc.? sentences?
information
that the
readers
would like to
know? Have I stated
Is my clearly what
communicati response I want
on sounding from the
pleasant? reader ?
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
Fee)

to the
Essentials of Effective Communication
Clear
Business communication
should be clear and should
be self explanatory about
Creates
why it has been written.
Goodwill Complete
The information given
Saves Readers should be complete and
Time should not leave any
scope for questions / lack
Correct
of information.
Correct The information provided
should be correct and fact
based.
Save Readers Time
Complete The communication should
be such that the reader
saves time in
undertsanding
Create Goodwillthe
Clear message.
The message should be
pleasant. clear, correct as
this will result in creating
goodwill for te sender of
the message /
communication.
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
FIVE FUNCTIONS
Tips for Smart OF
Communication
MANAGEMENT
1 2 3 4 5
Letters & Meeting Minutes of Mailing List Netiquette
Memos Agenda the Meeting Check Never flame.
Open & Time & place Decisions mailing list Use FULL
closed must reached for every
< CAPS
be mentioned must be only to
punctuation Purpose of listed communicati emphasize
Full stops at meeting Action Items on Send
end must be sent messages on
of clearly along with Keep a need basis
addresses mentioned. updating Dont forget
Full stops in Dial-in stakeholders your to add
numbers mailing list attachments
must be names Categorize if
abbreviation given in must be mailing list mentioned
s case of as per
Date & virtual documented the
Signature conferences information
Subject
Line
optional &
FIVE FUNCTIONS
Tips for Smart OF
Communication
MANAGEMENT
6 7 8 9 1

Resume
Content: Name,
Reports
Content:
Sales
Proposal
Covering
Letters
0FAQs
Should be
Objective, Cover Content: Brief - 3 correct
Education, page, Index, Budget, paragraphs, and based on
<
Experience, Objectives, bullets
Personal Executive Strategy & Focus on - research
details, summary, Tactics, Major Should be
References Appendices Schedule, requirements created
Two pages max Steps: Define Results, by Subject
Highlight problem, and Closing Differentiators Matter
strengths Gather Should be - Experts
Use templates information, persuasive Research [SMEs]
but Analyze & & through Should have a
enhance them organize accurate Web / friends
information / contact
colleagues persons e-
Do not plead mail
Tips for Smart Communication
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
Consider the different meanings

in the following sentences:
The dog under the tree bit Carrie.
vs.
The dog bit Carrie under the tree.

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.
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
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.
Heres how you can ensure you do not go

wrong while communicating across
cultures.
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
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
Fee)

to the
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.

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.
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.
ich 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?
SPIN INTERVIEW
FRAMEWORK
Learning Objectives
1 What is Business
Communication

P
STO
Communication
#
#
Communication
5 Tips for Smart Y
PLA
Communication
cultures
7 Exercises
8 Summary
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
Happy Writing!

Business Writing Skills

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Business Writing Skills

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Business Writing

3 STAR Format of Written REC

Lets first understand what is communication...

Communication is transferring information and

Pamphlets, Signs, Press

3 STAR Format of Written REC

Written Verbal Non

Involves Verbal Non

bullets, bold, etc. Verbal Non

Constitutes of Physical, Communication

or underline a verbal Verbal Non

Unlimited Downloads for Lifetime.

View Course Modules Online.

Exceptional Design and Content.

Self Paced Trainings.

Cost Effective: Continuous Addition 10

3 STAR Format of Written REC

4. Detail & 3. Build the

1. Analyze the Purpose

Before you begin writing:

. What is the purpose of writing

1. Analyze the Purpose

Subject of the Mail

. Subject should convey the

the communication sent

4. Detail & 3. Build the

2. Consider the Audience

Recipients & Gender Bias

be informed about the

4. Detail & 3. Build the

3. Build the Structure

Write to the reader as you

not address him as Mr. Smith

3. Build the Structure

The final paragraph of a

Signoff with your name and

Unlimited Downloads for Lifetime.

View Course Modules Online.

Exceptional Design and Content.

Self Paced Trainings.

Cost Effective: Continuous Addition 22

4. Detail & 3. Build the

4. Detail & Design Approach

A Period marks the end of a sentence.

I believe the changes have been

. A period is used in abbreviations of

4. Detail & Design Approach

Use a Comma to separate a phrase

4. Detail & Design Approach

The Colon announces that a list is

The Apostrophe is used to:

Use glossy paper

Use no more than 5

4. Detail & 3. Build the

5. Execute with Confidence

Never write when you are

Write quickly; Write the easy

Write like you talk: Youll fix it

Imagine explaining the

Do a spell check before

Read the message a one

3 STAR Format of Written REC

Unlimited Downloads for Lifetime.