Business Comm Toolkit - The Written Part

7/31/2019 Business Comm Toolkit - The Written Part

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2011

BCT The Written Part

A one-day experience to learn to write

better, faster

Hassan Rizwan


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Page | 22007 Hassan B. Rizwan, E-mail: [email protected]. Website: [email protected] Website: www.hassanrizwan.com

WELCOME NOTE

YOUR TOP 3 OBJECTIVES FOR THE PROGRAM

1.

2.

3.

Hello, My name is Hassan

THIS IS YOUR PROGRAM!

YOUR LEARNING IS WHAT MATTERS MOST!

PLEASE FEEL FREE TO INTERACT IMPATIENTLY AND

PARTICIPATE ENTHUSIASTICALLY THROUGHOUT THE DAY.


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TABLE OF CONTENTSWELCOME NOTE ............................................................................................................................................................... 2TABLE OF CONTENTS ...................................................................................................................................................... 3COURSE FACILITATOR: HASSAN BIN RIZWAN ............................ ................................. ................................. ........ 4IDEAS TO INCREASE YOUR LEARNING POWER ..................................................... ................................. .............. 5THE FOCUS PRINCIPLE ................................ ............................... ................................. ................................ .................... 6ATTRACTIVE OPENINGS ............................. ............................... ................................. ................................. ................... 8ACTION CLOSES ............................................................................................................................................................. 12LAWS OF PERSUASION ................................................................................................................................................ 14PERSUASIVE MESSAGE- EXERCISE .............................. ................................. ................................. ........................... 15NEGATIVE MESSAGE - EXERCISE ................................. ................................. ................................. ........................... 16NEGATIVE MESSAGES PRACTICE ............................. ................................. ................................. ........................... 18PRACTICE EXERCISE ...................................................................................................................................................... 20PERSUASIVE COMMUNICATION ................................. ................................. ................................. ........................... 22NEGATIVE COMMUNICATION .................................................................................................................................. 23NEGATIVE COMMUNICATION .................................................................................................................................. 24FOCUS & CLARITY ......................................................................................................................................................... 25


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COURSE FACILITATOR: HASSAN BIN RIZWAN

Hassan Bin Rizwan is an entrepreneur, management consultant and conference leader with detailed

professional experience in management consultancy and HR training both in the U.S. and Pakistan. For

over eight years, Hassan has accumulated, applied and disseminated useful business knowledge to

help organizations, both in the US and Pakistan, grow stronger through enhanced learning of their

employees. He specializes in organizational communication, sales training, and management

development. His vibrant personality combined with a unique blend of content and delivery makes

the participants experience both educating and entertaining.

From his unique experience of working with the U.S. military, Hassan brings in an unorthodox yet highly

appropriate approach to organizational development and performance improvement. While working as

a consultant in the U.S., he worked on a variety of projects including the restructuring project for one ofBoeings regional headquarters. He also conducted training workshops and delivered presentations

to over 3000 participants during his stay in the US. His inspirational speeches touched lives all over

America as he attended seminars and was featured as guest speaker at the American Youth Scholars

Seminar held in Washington D.C. in 1999 and 2001.

Presently in Pakistan, Hassan is involved in an assortment of learning and consultancy programs for a

number of organizations as an associate of Octara Pvt. Ltd.. He is also associated with HireLabs a

fast-growing, US-based HR consultancy firm that specializes in OrgDNA, Recruitment, Talent

Management and Process Optimization. Hassans most recent assignment has been with Saudi

Snack Foods Ltd. (PepsiCo), an industry leader in the U.A.E., where he is leading a Sales PerformanceImprovement program for the entire sales team through a combination of learning and consultancy

interventions. He regularly attends courses and trainings both locally and abroad to enrich his own pool

of knowledge and enhance his participants learning experience.

Breaking the long-held stereotype that those who cant do, teach; Hassan has continued to work in

leadership positions in the industry. Along side being a workshop speaker, Hassan is also the Director

of a fast-growing IT firm that specializes in e-Learning and Computer-based Learning solutions for

corporate clients.

Contact:

Website:www.hassanrizwan.com;www.hbr.com.pk

Blog URL:http://hassanrizwan.blogspot.com

Gmail:[email protected];[email protected]

Facebook:www.facebook.com/hassanbinrizwan

Youtube:www.youtube.com/hbrizwan
http://www.hassanrizwan.com/http://www.hassanrizwan.com/http://www.hassanrizwan.com/http://www.hbr.com.pk/http://www.hbr.com.pk/http://www.hbr.com.pk/http://hassanrizwan.blogspot.com/http://hassanrizwan.blogspot.com/http://hassanrizwan.blogspot.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.facebook.com/hassanbinrizwanhttp://www.facebook.com/hassanbinrizwanhttp://www.facebook.com/hassanbinrizwanhttp://www.youtube.com/hbrizwanhttp://www.youtube.com/hbrizwanhttp://www.youtube.com/hbrizwanhttp://www.twitter.com/hassanrizwanhttp://www.youtube.com/hbrizwanhttp://www.facebook.com/hassanbinrizwanmailto:[email protected]:[email protected]://hassanrizwan.blogspot.com/http://www.hbr.com.pk/http://www.hassanrizwan.com/http://www.hassanrizwan.com/


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IDEAS TO INCREASE YOUR LEARNING POWER

. Learning is a process. This means

that the workshop or program you are

about to attend is not an isolated event.

The meaning or usefulness will come from how

you connect the program to events in your

own life and workplace.

. Learning is a very personal and

individual process. Each person has a

way of learning (a learning style) that

is unique even though there are four basic

styles. Having a style means you may have to

work harder during some parts of the

program than others. Activities that frustrate

you may in fact be your greatest opportunities

for learning. They may require you to use new

learning skills.

. You are much more likely to learn if

you have a learning goal. Your goal

may change as you get involved in the

program or as you get more information about

the topics or yourself. But your goal will give

initial direction and purpose to your activities.

It will create the energy you need to getinvolved and try new learning activities.

. Other people can help you learn and

you can help them. Research shows

many people learn more from their

peers/other participants than from the staff or

experts. Work on the assumption that

everyone else in the program knows at least

one thing you dont. See if you can be smart

enough to learn it from them. Youll also find

others more willing to learn from you if you

show you are willing to learn from them.

. Use your current learning strengths

to develop new ones. If you make a

lot of decisions (Active Experimentation)

but dont listen too well (Reflective

Observation), you can decide to listen. If you

get involved with people at lot (Concrete

Experience) but dont analyze things very

much (Abstract Conceptualization), get

involved with people who do a lot of

analyzing.

. The last point is to review your

learning. At the end of the day,

examine what you have learnt and how

you learnt it. Note what people, exercises,

books or other resources were useful to you.

This information will suggest things you can

do after the program to continue your

learning.

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Page | 62007 Hassan B. Rizwan, E-mail: [email protected]. Website: www.hassanrizwan.com

[email protected] . Website: www.prymustech.com

THE FOCUS PRINCIPLE

F = FOCUSED

Address the issue, the whole issue and nothing but the

O = ORGANIZED

Present your ideas in a systematic manner

C = CLEAR

Communicate with Clarity and make each word count

U = UNDERSTANDING

Understand your audience and its expectations

S = SUPPORTED

Use logic and support to make your point


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ATTRACTIVE OPENINGS

Your first job in writing any letter is to gain your readers attention. Its an

important principle of effective writing to put the most important information

first. Your opening paragraph is both the headline and the lead for the

message that follows in the rest of the letter.

1. Avoid boring and wordy starts such as:

Thank you for your letter of 8th March 1998, which has beenpassed to me for my attention.

I refer to previous correspondence in respect of the above andnote that to date we have not received your cheque for the

outstanding arrears.

I write with reference to our telephone conversation yesterdayregarding the above matter.

Starting with a reference to the incoming letter is weak and wastes your

reader's time. Most readers skip it, looking to the second and third paragraphs

to get the answer to their questions.

2. Make your first paragraph do something other than just referring to

known informationso plunge straight into your message and dont waste

your readers time. For example, you could

answer a question ask a question explain an action taken express pleasure or regret give information

Slumps are like a soft bed. They are easy to get into but hard to get out of.

AVOIDTHESE

INTROS

GREAT

ACTION

INTROS


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3. Attract the Attention of the Reader by putting action into your openingsentence. One way to do that is avoid using the over-used traditional

phrases such as:

Further to my recent I am writing I refer to my letter dated I refer to previous correspondence I write in reference to In respect of the above Recent correspondence Regarding With reference to With regards to

So be sure your opening paragraph sets the right tone for your letter. Be direct

and use your words positively so your reader has a good impression from the

beginning of your letter. Decide what is the most important informationand

put it in the your first paragraph. Dont be afraid to start your letter strongly.

BORING

STANDARD

PHRASES


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ACTION CLOSES

If the average business letter starts poorly, then it invariably finishes poorly.Your closing paragraph should bring your letter to a polite, businesslike close.

1. Make your close future-orientedby highlighting whats the next

action. If you want your reader to reply by a certain date, mention it. If you

want the reader to take action, outline the action and the timeline for it.

Please share your feedback on the proposed points. I would

appreciate if you sent in your comments by Monday next week, it

would help us make further progress.

Please implement these new measures by the end of next week.

I look forward to receiving your response on our proposal. You may

e-mail or call me with your comments.

2. End on a Positive note by highlighting what can be done as

opposed to what cant be done! Look at these examples:

Lets continue exploring opportunities to work together. I am

positive we can develop some synergies in the future. Feel free to

contact me if you have any suggestions.

I regret we are unable to offer you the requested discount at this

time. However, our big summer sale is around the corner, I am

positive you would find it very beneficial.

Though your proposal makes great business sense, I am afraid it

doesnt fit into our current strategy. However, that shouldnt be theend of the road lets explore more ideas, I am certain your other

ideas will be more in line with our strategic direction.

Use positive words such as when not if. End your letter positively and politely.

Dont leave your reader in mid-air, but use the final paragraph to explain or

repeat what you want your reader to do.


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LAWS OF PERSUASION

RECIPROCATION SOCIAL ACCEPTANCE

CONSISTENCY LIKING

AUTHORITY SCARCITY


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PERSUASIVE MESSAGE- EXERCISE

EXERCISE

You strongly believe in the cause of clean environment and feelthat your company needs to increase its efforts to help improve the

environment in the community where your office / factory is located.

Write a letter to the Head of Corporate Social Responsibility at your

company and suggest any CSR activity related to improving the

environment (Street clean-up drive, Beach clean-up, Plastic-free

Week, Plant-a-tree Drive etc.). Make sure to explain and persuade in


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NEGATIVE MESSAGE - EXERCISE

EXERCISE

1. You are the manager of a department at your organization. You have

recently noticed that the discipline of your employees is slipping. Some

have a habit of coming late to work while others take longer to return

from their lunch breaks. Most of them are behind schedules on their

targets and still dont make any effort to manage their time well. You

have instructed them verbally on many occasions but now is the time to

go formal. Write a message to all your junior staff, stating the above-

mentioned problems. Remember what your objectives are! You want

them to understand the issue and not react in defense.


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You become successful the moment you start moving towards a worthwhile goal


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NEGATIVE MESSAGES PRACTICE

1. Writing to the head of the event management company thatpoorly managed the annual company function that you organized

2. Informing customers that rates/prices are going up

3. Giving a subordinate a negative performance appraisal

4. Turning down a relocation with promotion because of family issues


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PRACTICE EXERCISE

1. Thank a co-worker for providing assistance in a project by helpingyou gather information you needed to complete your proposal

2. Write to all office employees and inform them about the newcomputer security policy that requires all users to be more careful

while sending or receiving confidential information on their

computers


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PERSUASIVE COMMUNICATION

1. Your company has an intranet portal that posts openings within thecompany and all other sister companies nationwide. You want to apply

for a new position in a different business. The job you are interested in

represents a promotion and will move you up to the same level as your

current boss. Company policy requires that job applications include a

letter of support from the employees current supervisor. You have

decided to send an E-mail to your boss, Mr. Khalid, as a first step in

putting together your application for the new job.


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NEGATIVE COMMUNICATION

2. You are the Senior Manager of Customer Support and you havereceived a complaint e-mail from a customer. The customer reported

that he was treated rudely by Ahsan, a customer services team member.

You want to gather information before responding to the customer and

decide to make your request in writing. You want to E-mail Ahsan

directly and copy his boss.


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NEGATIVE COMMUNICATION

In the E-mail below from Ali, a manager to Kaleem who is an engineer,observe the coarse tone and lack of audience benefit. Then, using the

techniques discussed, rewrite it to make it more palatable for the reader.

Hi Kaleem:

I am writing in response to yesterdays conference call in which I was

embarrassed that I wasnt up-to-date in my information about the ABCCorporation deal. I think its important that we address this issue right

away. First, ABC said that I need to coordinate with you more effectively

to save them the job of repeating conversations. This was pretty

humiliating to me as you and I certainly ought to be in close touch about

this customer. Second, I expect you to keep me up-to-date at every step

along the way. I expect you to do that without my having to hear

updates from the customer.

Best, Ali


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FOCUS & CLARITY

Ms Nida, an administrative assistant in a flower company, said, My bosssends out proposals to hotel executives. His ideas are good, but hes

wordy. I always have to revise his writing, but its important that I

preserve her meaning. Read the following paragraph from one of the

proposals Nida needs to revise, and rewrite it so that its clear, focused,

and appropriately short.

As the leader in the silk flower industry, we create arrangements that arelush and full and always custom designed, featuring seasonal blossoms

in an array of colors to create just the look you seek whether the

occasion is a wedding, reunion, business meeting or conference, or other

event. We guarantee that every arrangement will be designed to your

specifications, and we promise that our custom designs will be delivered

on time and at or below budget.

Documents

Business Comm Toolkit - The Written Part