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Business Writing Skills SPIN INTERVIEW FRAMEWORK Learning Objectives What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY 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 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 CHANNEL Message SENDER DECODING Message 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 Reports, Manuals, Proposals, Books SPIN INTERVIEW FRAMEWORK Learning Objectives What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY Types of Communication Types of Communication Verbal Communication ## Written Verbal Non Verbal Written Non Verbal Types of Communication Verbal Communication • • Communication Provides instant feedback Opportunity to check for understanding • Involves Questioning & Paraphrasing Faster closure on open ## • items • No record unless minutes of the meeting recorded • • Usually unstructured Increases speed of communication Verbal Written Non Verbal Types of Communication 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 ## • • people at the same time • • More Formal It mainly consists of diagrams, pictures, graphs, reports, policies, rules, orders, instructions, agreements, etc • Comprehensive & Accurate Verbal Written Non Verbal Types of Communication Non Verbal Communication • Constitutes of Physical, Communication Aesthetic, Signs, Symbolic • Complements Verbal Communication - It may accent or underline a verbal message Pounding the table, for ## example, can underline a message • • • Gestures talk more than words Could be Positive / Negative Indicative of a person’s personality Verbal Written Non Verbal SPIN INTERVIEW FRAMEWORK Learning Objectives What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY FIVE FUNCTIONS MANAGEMENT Tips for SmartOF Communication Letters & Memos • Open & closed Meeting Agenda • punctuation • • Full stops at end < • be mentioned • Purpose of meeting • Minutes of the Meeting Mailing List Decisions reached for every communication sent along with Full stops in mentioned stakeholders’ Dial-in numbers Check mailing list Action Items must be clearly • • must be listed of addresses abbreviations • • Time & place must • names must be documented Netiquette • • Date & Signature must be given in Subject Line – case of virtual mailing list as per optional & rare conferences the information Categorize Never flame Use FULL CAPS only to emphasize • Keep updating your mailing list • Send messages on a need basis • Don’t forget to add attachments if mentioned FIVE FUNCTIONS MANAGEMENT Tips for SmartOF Communication • 10 Resume Reports Sales Proposal Covering Letters FAQs Content: Name, • • Content: Budget, Objective, Education, page, Index, Objectives, Experience, Personal Executive summary, Strategy & Tactics, details, References Appendices Schedule, Results, Steps: Define and Closing < • • • Content: Cover Two pages max • • • • Brief - Should be correct paragraphs, bullets and based on Focus on - Major research requirements • • • Should be created Differentiators - by Subject Matter Experts [SMEs] Highlight strengths problem, Gather Should be Research through Use templates but information, persuasive & Web / friends / Analyze & organize accurate colleagues contact person’s e- Do not plead mail enhance them information • • Should have a 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 Tips for Smart Communication Misplaced Word – Beware! Consider the different meanings in the following sentences: The dog under the tree bit Carrie vs The dog bit Carrie under the tree Tips for Smart Communication Misplaced Word – Beware! 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 What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY 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 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 culture can be seen as grossly offensive in another SPIN INTERVIEW FRAMEWORK Learning Objectives What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY Exercises on Written Communication Rewrite in simple words 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 As of this date I haven't received any documents So far I haven't received any documents I am in receipt of your letter I have received your letter Exercises on Written Communication Rewrite in simple words In the event that it happens, I will go to Australia If it happens, I will go to Australia It often rains in the month of July It often rains in July Kindly confirm the same Please confirm Exercises on Written Communication Use a comma to separate a phrase which precedes the main sentence 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? SPIN INTERVIEW FRAMEWORK Learning Objectives What is Business Communication Types of Communication STAR Format of Written Communication Essentials of Effective Communication Tips for Smart Communication Communication across cultures Exercises Summary REC P STO ## PLAY 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!