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Business Writing Skills
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SPIN INTERVIEW FRAMEWORK
Learning Objectives
What is Business Communication
2
Types of Communication
3
STAR Format of Written Communication
4
Essentials of Effective Communication
5
Tips for Smart Communication
6
Communication across cultures
7
Exercises
8
Summary
#
1
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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
DECODING
SENDER
Message
RECEIVER
FEEDBACK
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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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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
Approach
Structure
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STAR Format of Written 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 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.
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STAR Format of Written Communication
3. Build the Structure
1. Salutation
2. Content
3. Closing
Structure of
Written
Communication
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STAR Format of Written Communication
3. Build the Structure
Content
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’ts
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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Essentials of Effective Communication
Creates
Goodwill
Saves Reader’s
Time
Correct
Complete
Clear
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Clear
Business communication should
be clear and should be self
explanatory about why it has
been written.
Complete
The information given should be
complete and should not leave
any scope for questions / lack of
information.
Correct
The information provided should
be correct and fact based.
Save Reader’s Time
The communication should be
such that the reader saves time
in undertsanding the message.
Create Goodwill
The message should be pleasant.
clear, correct as this will result in
creating goodwill for te sender of
the message / communication.
FIVE
MANAGEMENT
TipsFUNCTIONS
for Smart OF
Communication
1
2
Letters & Memos
• Open & closed
punctuation
• Full stops at end
<
of addresses
• Full stops in
abbreviations
• Date & Signature
• Subject Line –
optional & rare
Meeting Agenda
• Time & place must
be mentioned
• Purpose of meeting
must be clearly
mentioned.
• Dial-in numbers
must be given in
case of virtual
conferences
3
4
Minutes of the
Mailing List
Meeting
• Check mailing list
• Decisions reached for every
must be listed
communication
• Action Items
sent
along with
• Keep updating
stakeholders’
your mailing list
names must be
• Categorize
documented
mailing list as per
the information
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5
Netiquette
• Never flame.
• Use FULL CAPS
only to emphasize
• Send messages on
a need basis
• Don’t forget to add
attachments if
mentioned
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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