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BA Skills in Communications*

* in e-mail communications

Mobile Competency CenterUser Experience & Design Center

by Artur Varushyla

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Agenda

PurposeEmail Communication

Pros & Cons Business Rules

Tips & Tricks Sandwich Template Indirect questions Key Words

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Purpose

Improve performance of your written communications

Prepare one-self for business communications and career development

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Why E-mails?

Pros: E-mails are slow We do not see immediate reaction We operate with a foreign language

Cons: Works with different time zones Does not disturb the recipient Documentary evidence of actions

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Business RulesResponse time to emails is: less than 24 hours for a regular

message if your name appears on a TO line

less than 2 hours for a high priority message if your name appears on a TO line

you are not required to respond if your name appears on a CC line unless you have some important to say

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Sandwich Template

Top Thank for something

Middle Wrap up your question/request in the

middle. Do not use direct questions.

Bottom Thank recipient once again.

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<EPAM>

DemoHi John,

Hope you are doing well.

With this message I just wanted to touch base with our progress on Confluence updates.

Look forward to your reply. Thank you in advance!

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<EPAM>

Ham & Key WordsHow to ask without a direct question?

I appreciate if you can…. We would really appreciate if you can… If you can… that would be much appreciated. Grateful if you can… It would really help if you can… I assume …. Please, confirm or provide with your

feedback.

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<EPAM>

Tips & Tricks Spell Check Attachments People & Company names Re-read your message before sending! Do not send messages in a bad mood Elaborate a time line in your requests Keep sentences short Be logical Number should be in words if less than 10 Use bullet lists Do not write long emails Start from summary Add signature, especially with new people

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<EPAM>

Questions?

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<EPAM>

Thanks!