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Business Writing Skills

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RECSTOP

PLAY

Learning Objectives

1

2

3

4

What is Business Communication

Types of Communication

STAR Format of Written Communication

Essentials of Effective Communication

SPIN INTERVIEW FRAMEWORK

5 Tips for Smart Communication

6 Communication across cultures

7 Exercises

8 Summary

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Let’s first understand what is communication...

What is Business 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.

SENDER

CHANNEL DECODINGMessage

FEEDBACK

RECEIVER

Message

Message

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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

Reports, Manuals, Proposals,

Books

What is Business Communication?

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STAR Format of Written Communication

1. Analyze the

Purpose2. Consider the

Audience

3. Build the Structure

4. Detail & Design

Approach

5. Execute with Confidence

STAR / ACBDE Model of Communication

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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.

STAR Format of Written Communication

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2. Content 3. Closing

1. Salutation

3. Build the Structure

Structure of Written

Communication

STAR Format of Written Communication

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Do’s Mention any specific information that is

requested by the reader - If you cannot answer a question or provide definite information: state when you can send the information. explain why you won’t be able to answer

the query. tell as much as you know / offer

additional information when available. Use Positive statements For e.g. “This report discusses each step briefly.” Content should be accurate & crisp

Don’tsх Don’t tell the reader what you or they can’t

do... tell them what can be doneх Negative statements - Don’t tell them

something negative unless it is important that they have the information

For e.g. “ This report never goes into any phase of the matter in detail, but covers each part briefly.”х Don’t use casual language – Business

communication is always formal & organized

х

3. Build the StructureContent

STAR Format of Written Communication

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Essentials of Effective Communication

Creates Goodwill

Saves Reader’s Time

Correct

Complete

ClearCreate GoodwillThe message should be pleasant. clear, correct as this will result in creating goodwill for te sender of the message / communication.

Save Reader’s TimeThe communication should be such that the reader saves time in undertsanding the message.

Correct The information provided should be correct and fact based.

CompleteThe information given should be complete and should not leave any scope for questions / lack of information.

ClearBusiness communication should be clear and should be self explanatory about why it has been written.

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1Letters & Memos• Open & closed

punctuation• Full stops at

end of addresses

• Full stops in abbreviations

• Date & Signature

• Subject Line – optional & rare

2Meeting Agenda

• Time & place must

be mentioned• Purpose of

meeting must be clearly mentioned.

• Dial-in numbers must be given in case of virtual conferences

3Minutes of the

Meeting• Decisions

reached must be listed

• Action Items along with stakeholders’ names must be

documented

4Mailing List

• Check mailing list for every communication sent

• Keep updating your mailing list

• Categorize mailing list as per the information

5Netiquette

• Never flame.• Use FULL CAPS

only to emphasize

• Send messages on a need basis

• Don’t forget to add attachments if mentioned

FIVE FUNCTIONS OF MANAGEMENTTips for Smart Communication

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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.

Exercises on Written Communication

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