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Business Writing Skills
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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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reserved.
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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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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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#
RECSTOP
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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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reserved.
#
Types of Communication
Verbal Written Non Verbal
Communication
Types of Communication
Verbal
Written
Non Verbal
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#
Types of Communication
Verbal Written Non Verbal
Communication
Verbal 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
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Types of Communication
Verbal Written Non Verbal
Communication
Written Communication
• Provides record for future 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
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Types of Communication
Verbal Written Non Verbal
Communication
Non Verbal Communication
• Constitutes of Physical, 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
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Example textGo ahead and replace it with your own text. This is an example text.
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Learning Made Easier – ”Interactive trainings that make learning a real lifeexperience, so that you learn and never forget”
You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.
You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.
You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.
You might be looking for some self development strategies.
Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners.
Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
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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
Copyright © 2008 - 2012 managementstudyguide.com. All rights
reserved.
STAR Format of Written Communication
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
STAR Format of Written Communication
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reserved.
STAR Format of Written Communication
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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STAR Format of Written Communication
2. Consider the Audience
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 plural
For 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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STAR Format of Written Communication
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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STAR Format of Written Communication
2. Content 3. Closing
1. Salutation
3. Build the Structure
Structure of Written
Communication
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3. Build the Structure
Salutation
• Write to the reader as you would talk to him / her naturally - If you address John Smith as John in person, do not address him as Mr. Smith in your email, however, memos / circulars are more formal and hence require Mr. / Miss.
• Use first names - Hi Chris … • Avoid “Good Morning” or “Good
Afternoon” as your communication might reach late / different time zone
STAR Format of Written Communication
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Example textGo ahead and replace it with your own text. This is an example text.
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managementstudyguide.com. All rights reserved.
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Learning Made Easier – ”Interactive trainings that make learning a real lifeexperience, so that you learn and never forget”
You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.
You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.
You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.
You might be looking for some self development strategies.
Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners.
Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
STAR Format of Written Communication
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
3. Build the StructureContent
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3. Build the Structure
Closing
• The final paragraph of a written business communication states what you want the person to do
• Give timelines• Signoff with your name and contact
details in case of any questions / clarifications
• Do not say ‘thanks in advance/ anticipation. If you would like to thank someone for their help. Do it after the job. Say ‘ I appreciate your help’. Or ‘Thanks for the quick response’
• Close on a pleasant note
STAR Format of Written Communication
Copyright © 2008 - 2012 managementstudyguide.com. All rights
reserved.
STAR Format of Written Communication
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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Punctuation• 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 related
Formatting• All letters should be Arial -
size 10 / 12• Use line spacing set in the
template• Separate paragraphs with
one blank line in between
Components of Detail &
Design
4. Detail & Design Approach
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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.
STAR Format of Written Communication
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4. Detail & Design Approach
More on Punctuation
• 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.
STAR Format of Written Communication
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4. Detail & Design Approach
More on Punctuation
• 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 studies2. Show contractions [not acceptable in
formal writing]• It’ll [It will]
STAR Format of Written Communication
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STAR Format of Written Communication
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
4. Detail & Design Approach
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Example textGo ahead and replace it with your own text. This is an example text.
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managementstudyguide.com. All rights reserved.
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Learning Made Easier – ”Interactive trainings that make learning a real lifeexperience, so that you learn and never forget”
You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.
You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.
You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.
You might be looking for some self development strategies.
Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners.
Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
STAR Format of Written Communication
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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5. Execute with Confidence
• 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
STAR Format of Written Communication
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STAR Format of Written Communication
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?
5. Execute with Confidence
The ‘Write Perfect’ Checklist - Before clicking on ‘send’… Review!
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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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reserved.
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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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
Copyright © 2008 - 2012 managementstudyguide.com. All rights
reserved.
<
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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<
6Resume
• Content: Name, Objective, Education, Experience, Personal
details, References• Two pages max• Highlight strengths• Use templates but
enhance them
7Reports
• Content: Cover page, Index, Executive summary, Appendices
• Steps: Define problem, Gather information, Analyze & organize information
8Sales Proposal
• Content: Budget, Objectives, Strategy & Tactics, Schedule, Results, and Closing
• Should be persuasive & accurate
9Covering Letters
• Brief - 3 paragraphs, bullets
• Focus on - Major requirements
• Differentiators - Research through Web / friends / colleagues
• Do not plead
10FAQs
• 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 MANAGEMENTTips for Smart Communication
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Example textGo ahead and replace it with your own text. This is an example text.
Your own footer Your LogoCopyright © 2008 - 2012
managementstudyguide.com. All rights reserved.
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Learning Made Easier – ”Interactive trainings that make learning a real lifeexperience, so that you learn and never forget”
You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.
You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.
You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.
You might be looking for some self development strategies.
Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners.
Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
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
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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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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.
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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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reserved.
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 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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RECSTOP
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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
Copyright © 2008 - 2012 managementstudyguide.com. All rights
reserved.
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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Rewrite in simple words
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.
Exercises on Written Communication
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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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RECSTOP
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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
Copyright © 2008 - 2012 managementstudyguide.com. All rights
reserved.
Example textGo ahead and replace it with your own text. This is an example text.
Your own footer Your LogoCopyright © 2008 - 2012
managementstudyguide.com. All rights reserved.
ManagementStudyGuide.com - Premium Membership
Learning Made Easier – ”Interactive trainings that make learning a real lifeexperience, so that you learn and never forget”
You may have acquired management degree, but you still don’t know how to apply theoretical knowledge you have gained into practice.
You might be willing to learn management fundamentals and advanced concepts, but you may not be able to get a right coach for that.
You may be an excellent corporate trainer, but you still are looking for par excellence trainings for organizational growth and success.
You might be looking for some self development strategies.
Our team which consists of Subject Matter Experts, Instructional Designers and Graphic Designers have collaborated their ideas and thoughts to prepare effective trainings in form of power-point presentations. All these presentations are meant for individual learning and are customized to meet the needs of Management Students, Trainers, Faculty Members, Working Professionals and all Learners.
Become a Premium Member and Download All Power-point Presentations. Visit: http://www.managementstudyguide.com/powerpoint-presentations.htm
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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reserved.
Happy Writing!
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reserved.
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