Kỹ Năng Viết Trong Kinh Doanh (Tài liệu tiếng anh)

Slide tài liệu 100% tiếng anh, cung cấp những thuật ngữ, những từ khóa trong môn học kỹ năng viết trong kinh doanh, nhằm giúp có cái nhìn tổng quát về môn học, nắm được những khái niệm để có thể hiểu và hiểu sâu, vận dụng được môn học

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Learning Objectives

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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

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Let’s first understand what is communication

Communication is transferring information and understandingfrom 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

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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

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7 Exercises

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• 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

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• 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

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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

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7 Exercises

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1 Analyze the Purpose

2 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?

STAR Format of Written Communication

If you can’t answer these questions, then you should wonder, whether you should even the send the communication.

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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

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4 Detail &

Design Approach

5 Execute with

Confidence

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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 pluralFor example, “A vendor should give all his details for setting up the database.” can be changed to “Vendors should give all their details for setting up the database.”

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4 Detail &

Design Approach

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2 Content

3 Closing

1 Salutation

Structure of Written Communication

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• Use first names - Hi Chris …

• Avoid “Good Morning” or “Good Afternoon” as your communication might reach late / different time zone

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 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

х Don’t tell the reader what you or they can’t do tell them what can be done

х 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

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• Close on a pleasant note

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4 Detail &

Design Approach

5 Execute with

Confidence

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• Inappropriate use of punctuation could change the

meaning of the sentence

• It makes the communication look more structured

& clear

Paragraphing

• Keep one main idea per paragraph

• Use short paragraphs

• Ideas in successive paragraphs can be

• All letters should be Arial - size 10 / 12

• Use line spacing set in the template

• Separate paragraphs with one blank line in

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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

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• Use a Comma to separate a phrase which precedes the main sentence.

• I will come for the party, however, I shall leave early

• 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

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• 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]

• It’ll [It will]

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Brief writing style

Omit needless words Combine sentences

Rewrite Use no more than 5 fonts

Use glossy paper

Use templates Avoid double emphasis

Use limited colors

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4 Detail &

Design Approach

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• Never write when you are upset

• Write quickly; Write the easy parts First

• Write like you talk: You’ll fix it later

• Imagine explaining the subject in person

• Do a spell check before sending

• Read the message a one more time before sending

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Have I stated my purpose

correctly and provided

information that the readers

would like to know?

Is the communication well organized in terms of formatting, structuring, etc.?

Have I stated clearly what response I want from the reader ?

Have I written in appropriate, short and crisp sentences?

Is my communication sounding

pleasant?

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REC STOP

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7 Exercises

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Creates Goodwill

Saves Reader’s Time

Save Reader’s Time

The communication should be such that the reader saves time in undertsanding the message

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REC STOP

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7 Exercises

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1

Letters & Memos

• Open & closed

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

3

Minutes of the Meeting

• Decisions reached must be listed

• Action Items along with stakeholders’

names must be documented

4

Mailing List

• Check mailing list for every communication sent

• Keep updating your mailing list

• Categorize mailing list as per the information

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• Steps: Define problem, Gather information, Analyze & organize information

8

Sales Proposal

• Content: Budget, Objectives, Strategy & Tactics, Schedule, Results, and Closing

• Should be persuasive &

accurate

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Covering Letters

• Brief - 3 paragraphs, bullets

• Focus on - Major requirements

• Differentiators - Research through Web / friends / colleagues

• Do not plead

10

FAQs

• Should be correct and based on research

• Should be created

by Subject Matter Experts [SMEs]

• Should have a contact person’s e- mail

FIVE FUNCTIONS OF MANAGEMENT

Tips for Smart Communication

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“The other day I shot an elephant in my pajamas.

How he got in my pajamas I'll never know.” Groucho Marx

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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.

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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.

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REC STOP

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7 Exercises

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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 do not go wrong while communicating across cultures.

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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

Communication across Cultures

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REC STOP

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7 Exercises

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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.

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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.

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Use 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.

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?Exercises on Written Communication

Which one is correct usage of a comma / period / full stop?

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REC STOP

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7 Exercises

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Communication should be Clear, Correct, Crisp, Credible, & Consistent

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

Follow the STAR Format for written communication

Summary

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