what should i say - webinar

8/3/2019 What Should I Say - Webinar

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What Should I Say?

Presented by: Jamie MatczakNicolet Federated Library System

November 9, 2011


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What Are We Going to Cover?

3 x 3 Writing Process

When we Should Use written "channels"

Using short, familiar words

Avoiding acronyms, sexist language, negative words, rubberstamps and excessive I'm sorrys

Writing "stronger"

Conveying "bad news" and "positive news"

Email and text messaging etiquette


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Ninetyfour percent of over 2,000surveyed executives rankedcommunicating well as the

most important skill for success.NFI Research


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How would you rate

YOUR

writtencommunication skills ??

+ + + + + + + + + +

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Example 1:

Dear John,Upon reviewing recent information regarding personal usage of company time and

internet misuse, the company has decided not to issue a raise at this time. A warningwas issued that clearly stated misconduct and misuse of internet does haverepercussions and the company abides by its rules and regulations. Further misuse ofcompany time and/or bending or breaking rules could have more serious consequencesincluding suspension, internet privileges revoked or even termination.

Consider this a final warning in the matter.If you prove you can handle thesituation and comply with company regulations, we may consider a raise in the future.Attached is a copy of our company's rules and regulations dealing with proper internetusage. Read, sign and return to your HR representative ASAP.


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Example 2:

Dear Jane,

You are doing an excellent job at meeting your reference material deadlines,communicating with speakers and being on time for work. Thank you for your hardwork.

As you are aware, you received an oral warning on May 18, 2011 regarding your useof the Internet for your own personal reasons. At that time we analyzed all

employees Internet usage and found yours to be excessive, according to our policy,while being on the clock. Attached you will find a summary of your internet usage. Thisletter corresponds with your yearly review, which typically results in a raise in yourincome. Due to your Internet usage over the last two quarters, you will not bereceiving a raise at this time.

Your hard work is appreciated and we want to continue to promote your professional

career. Please understand that abusing your time means lost productivity and is not whatis best for the company.

Please do not hesitate to ask any questions about this letter, the Internet policy orwhat is expected from you in our upcoming review meeting.

Thank you,


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Written Communication Basics


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Prewriting

Writing

Revising


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When Should We Use What?


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3 Major Audiences WhenDetermining Writing

Colleagues

Superiors and decision makers

Customers and general audiences


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What Should We DO??


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Use short, familiar words

Instead of.......... How about?

Ascertain Find outCommence BeginDetrimental Harmful

Elevation HeightFabricate BuildIndeterminate VagueRemuneration Salary

Supersede ReplaceUltimate LastVerification Proof


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Use Strong Words

1. Use active vs. passive voice

It is believed the county bill was padded.

The county bill was padded.

Your report was read by the board president.

The board president read your report.


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Use Strong Words - cont.....

2. Use strong verbs as opposed to verbs as nouns

provide information......inform

make an observation......observeprovide representation......represent


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Use Precise Words

1. The committee (comprises/constitutes) representatives fromall four sales districts.

2. This building site cost a large (sum/amount) of money.

3. She was (notorious/noted) for her concern for the poor.

4. We found no evidence that would (cause/enable) us tosupport him.


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Use Positive Language/Tone

5 Techniques

1. Highlight Benefits

2. Use the "You" Viewpoint As a loyal member, you will receive a discount.

3. Be Conversational, but Professional4. Be Courteous

5. Use Vigorous Words


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Questions so far?


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What Should We Avoid???


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Sexist/Abusive Language

Instead of:camera manpolicemanfiremanbusinessmanwaiter/waitress

Try:camera operatorpolice officerfirefighterbusiness personserver

DefamationLibel = writtenSlander= spoken


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AUA

LYLASSMMIMHO

ALAPDISTOWYTFWIW

XLNT

Avoid Using Acronyms

Love You Like A SisterSocial Media MarketingIn My Honest/Humble Opinion

As Late As PossibleDid I Say That Out loud?Whatever You ThinkFor What It's Worth

Excellent


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Negative Expressions/Words

Julie,

Yesterday, you overlooked a procedure for checking out JaneDoe's dvds. By forgetting to scan the dvd, you delayed the

shelving process last evening. You don't seem to understandhow important this is, so don't forget to scan the dvds.

-Marge


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Other Negative Words

AllegeBewareDeclineDisappoint

FailInconvenienceUnfortunateWasteBlame

FaultImpossibleWrong


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Rubber Stamps/Cliche Expressions

In openingsWe beg to advise . . . .This is to inform you . . . .

In contents

We deem it advisable . . . .Attached herewith . . .Please be advised . . . .

In endings

Anticipating your favorable response,Thanking you in advance,


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Dear Mr. Canfield:

Agreeable to your favor of September 6, we have consulted ouractuarial department to ascertain the status of subject policy.Inasmuch as said policy was due on September 1 and this

classification carries a 31-day grace clause, I am pleased toadvise that your period of grace does not expire until October 1.

Therefore, permission is hereby granted to delay remittance

until said date.

Yours very truly,


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Dear Mr. Canfield:

You are still covered by your policy. As it has a 31-day graceperiod, you have until October 1 to pay. So that you may be

assured of continued coverage, you should mail your paymenta few days before this date.

If I can help you further, please contact me again.

Sincerely,


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Saying "I'm sorry, I'm sorry, I'm sorry"

- Acknowledge the mistake and MOVE ON- Focuses on the "bad" news or what is wrong and less on whatis being done to make the situation "right"-Too many seems insincere


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Any questions so far?

Comments?Suggestions?


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Conveying "Bad" News

When is it appropriate?

How do we do it?


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When Do We convey bad news?

- position rejection letter- reject a speaking offer

- revoke a patron's library card- refuse "something" (time off, adjustment, payment)


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The 3 x 3 Writing Process inNegative Messages

Prewriting : How will our reader react?

Writing: Collect information and choose our communication

strategy

Revising: Is the message clear?


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So How Do We Do This?

Indirect Strategy:

1. Buffer

2. Reasons3. Bad News4. Pleasant Close


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Buffer

- Good news- Pay a compliment- Don't build false hopes- Take ownership if apologize

Thank you for applying..... It's great that you are interested in

our organization.


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Explain Reasons

- Explain library policy, but don't use as excuse (why is thatpolicy in place?)- Be clear and avoid negative words

We have a new guideline that one person cannot receive agrant for two consecutive years. This is to ensure that money

is distributed evenly among all of our members.


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Bad News

- Cushion it (although another commitment that day prevents me from attending,

I wish you well in).- Focus on what you CAN do, not what you CAN'T

- Be clear- Suggest a compromise or alternative

For this reason, the committee is unable to review your request,

but we strongly encourage you to resubmit a grant applicationnext year.


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Pleasant Close

- look forward to future relations- do not refer the request- offer good wishes/compliments

If you have any questions, please call me at ...... We arepleased you are taking an active role in our organization.


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Bad News Scenario

Increase fines

1. What would be a good way to start that message?2. How do we explain the fine increase?

3. How will the fines be beneficial/what can be gained?4. How do we end this news?


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Bad News Scenario

Rejection letters- Keep letters short, general and tactful.- Avoid being painful to the receiver- Avoid extra information


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Rejection Letter Example

Dear Ms. Miller:

Thank you for submitting your application materials for our advertisedyouth services librarian opening.

We received a number of impressive resumes for this position. Althoughanother candidate was selected, your interest in our library is

appreciated.

With your credentials, I am certain you will find a suitable position becauseyou have a great deal to offer. Please accept my best wishes for thefuture.

Sincerely,

Jane Doe

Director, Human Resources


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Conveying Good News


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When Do We Convey Good News?

Asking for something your reader is likely to grant

Complying with the readers request

Giving good news

Acknowledging something


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The 3 x 3 Writing Process inPositive Messages

Prewriting

Writing

Revising


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So How Do We Do This?

Direct Strategy:

Begin directly with the objective/good news.

Ask a specific question

Make a general request for the information State your action

Include any necessary explanation/Structure yourquestions.

End with pleasant words.


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E-mail Etiquette

10 Email Mistakes That Can Ruin Your Career

1. Respond When Angry2. Making Address Goofs3. Forgetting a Subject line or changing the thread4. Not personalizing your message5. Using inappropriate content6. Not using grammar/spell check7. Thinking no one else will see your email...8. Copying and Forwarding recklessly

9. Hitting "to" too soon10. Expecting an instant response


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Text Etiquette

1. Don't uz slang 2 communic8 4 biz2. Identify Yourself3. Avoid text-happiness4. Timing is everything

5. Keep it short, clear and conversational

Thi i h t d


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This is what we covered...


When we Should Use written "channels"

Using short, familiar words

Avoiding acronyms, sexist language, negative words, rubberstamps and excessive I'm sorrys

Writing "stronger"

Conveying "bad news" and "positive news"

Email and text messaging etiquette

H ld t kill ?


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How would you rate your skills now?

+ + + + + + + + + +

1 5 10

T k A


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Take Aways:

What are you going to become conscious of when writing?

What are two-three things you can work on?

What are some standard, written items I willlook

over in my library?

Oth Ad i ! Q ti ?


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Thank you!!

Jamie MatczakNicolet Federated Library System

[email protected]

Facebook, LinkedInTwitter: Travelingjamie

Slides available at:

Other Advice! Questions?

R


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Resources

Business Communication: Process and Product, 7th edition, 2011: Guffey.

Business Communication:12th Edition, 2010: Lesikar , Flatley, Rentz,

what should i say - webinar

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