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English Communication for BusinessTOM SCOTT, MBA
Content
Unit Title
1 Course Introduction: Fundamentals of Communication in the English-Speaking Business World
2 Written Communication in Global Business
3 Spoken Communication in Global Business
4 Personal Branding
Unit 2Written Communication in Global Business
Unit 2 Contents
2.1 Knowing the Receiver of a message
2.2 Main modes of written communication: letters, memos, e-mails.
2.3 Effective Messages: transmitting positive, neutral and negative messages
2.4 Citing Literature
Knowing the Receiver of a MessageUNIT 2.1
Who is your audience?
Things you can consider…
• Age
• Position / Rank
• Gender
• Nationality
• Job Type
How can you know your audience?
If you don’t know the person, then Linked-In is a good tool to find out who someone is, including their job and rank within theirorganisation.
If you have no information at all…
It’s best to remain formal and address someone in a polite way.
Personality Matters
https://discovermyprofile.com/miniIPIP/introduction.html
Main Modes of Written CommunicationUNIT 2.2
Emails: Key Message
A few minutes writing a good email will save hours of time clarifying
misunderstandings
www.conversari.com
Interpreting tone in Emails
13
Readers correctly
interpret tone
50% of the time
But readers thinkthey correctly
interpret 90% of the time
Journal of Personality and Social Psychology
Example: Before
Subject: Change of plans
Eduardo phoned to say he can’t make the meeting at 3.00. Miguel says he doesn’t mind making it later or even tomorrow but not before 10:30 and David’s secretary says that he won’t return from Atlanta until tomorrow afternoon. The conference room is booked tomorrow but free Thursday. It would seem that Thursday at 11 could be a good time. Can you make it?”
Example: After
Subject: Rescheduling today’s meeting for 11:00am
Can we reschedule today’s meeting for Thursday at 11:00am? This would be more convenient for Eduardo and Miguel, and would allow David to be present.
The 336 word email
1. Subject (≈ 6 words)
2. Friendly greeting
3. Lead-In
4. Intention
5. Key Message
6. Call to Action
7. Body
8. Attachment & CC
9. Closure
10. Signature>30 words
>300 words
7. Body:
Scroll300 word
MAXIMUM
21
https://1drv.ms/b/s!AqC9A3ZNWRKqgrV_z-rBPTYe7ziPYA?e=M2LeuB
The Question-Answer Structure
22
Goal
Sell my idea without making the audience work hard to understand it
How?
Anticipate their questions and answer them in logical order
1. Subject Line
What the email is about
Why it is important
What you need the reader to do about it
1. Subject Line
Examples: Meeting (or Videoconference) on Tuesday: please confirmAnalysis best practices: next stepsNew process implementation: additional requirementsX product: request for quote/proposal
2. Establish tone in greeting (groups)
Formal Informal
For close colleagues
3. Lead-ins: establishing context
General: I hope all is well with you.
Contextualized: It was a pleasure to meet you last weekThank you for speaking with me yesterdayThank you for your email/ your timely response
4. Intention: Why are you writing this mail?
–Request…
–Clarify…
–Follow-up on your request/email about…
Clear Statement of Intention
I am writing to …
The intention of this email is to…–Express my concern about…
–Share with you…
–Confirm that…
–Propose…
5. Key Message: Your “take-away”
• The deadline for this report/implementation/phase was X and we haven’t heard from you…• The project is delayed (more formal)• The report is late (less formal)• This plan/project will provide the following X benefits:• This is an opportunity I want to make sure we take advantage of…
6. Call to action: What needs to get done?
Firm but polite:• Please let me know by (day or date).• Please confirm as soon as possible.• Please let me know as soon as you can.
• Please confirm ASAP (careful, connotation is authoritative)
• Please respond with your opinion/feedback/recommendation by (day or date)
• Please call to discuss
6. Call to action: What needs to get done?
• I would like to meet to discuss/make a decision/arrive at a consensus. Please let me know when would be a good time for you. I’m available ….
• Please ensure that these new policies/procedures are implemented by (day or date).
• Please look into this issue and get back to me by (day or date).
• Please let me know if you approve of this plan/proposal/action so that I can begin the next steps.
• I expect to hear from you by (day or date). (use with care, this is strong)
7. Body:
Scroll300 word
MAXIMUM
The closure is one sentence and repeats your call to action:
Thank you in advance and I look forward to hearing from you.
Please let me know if there is any further information I can provide.
I look forward to meeting with you.
It’s a pleasure to work with you and I look forward to our next meeting/project/call/.
Thank you again for your help.
8. Closure:
9. Signature:
Regards,
Best regards,
Kind regards,
Best,
With best wishes,
Informal Formal
Take care,
Talk to you soon,
See you soon,
Be in touch,
Keep in touch,
We’ll be in touch,
See you later,
Sincerely,
Look forward to hearing
from you soon,
Emails: Protocol
• Double check that attachments are attached
• Avoid emoticons
• Attachments: PDF or original?• Protect your formatting
• Be sure the attachment is visible on mobile phone screens
• Be careful about the piracy and manipulation of information
Emails: Protocol
• BE CAREFUL WITH CAPITAL LETTERS!
• Include signature with professional contact info
• Take care to answer all mails
• Subject: change this when the subject of the mail changes
• Be careful with the email chain (erase)
Email Protocol: “CCing”
• Explain who you are CCing and why
• Bcc: Protect addresses vs. transparency
• Useful phrases:◦ I’m copying John on this email so that he is aware of…
◦ Lisa is copied on this email so that she can follow-up on the next steps.
CC:
• When the recipients need to know who is involved in the conversation
• To share email addresses among participants
• To help generate a collective conversation
BCC:
• To guarantee recipient privacy
• To avoid a group conversation thread (“Reply All”)
• Large databases or very large groups
• To give yourself a copy (you can also use CC for this)
Email Protocol: Attachments
If the complete information you are presenting is longer than 300 words, the remaining information should be included in an attached document.
Useful phrases:◦ I’m attaching the full report…
◦ Please find attached…
Strategic Email writing (TEAM)
1. Read the Network Down email case on pg. 8.
2. In your teams, write a response using the 336 word email model.
40
Pg. 8 [email protected]
Effective Messages: Transmitting Positive, Neutral and Negative MessagesUNIT 2.3
42
Finance Engineering
$ 1 # 3
% 4.7
43
Español
EnglishA B
A B
A
B
A
B
A
B
44
From each row, choose ONE word that best describes you.
Fill in these phrases with each word:
How …….. is my communication?
How ………am I?
45
Calculating Your Results:
Add the number of:
Informal characteristics circled: ____
Formal characteristics circled: ____
Subtract the smaller number from the larger.
Example: 12 I – 8 F = 4 I
Calculating Your Results:Add the number of:
Assertive characteristics circled: ____
Receptive characteristics circled: ____
Subtract the smaller number from the larger
Example: 18 R – 2 A = 16 R
INFORMAL
FORMAL
ASSERTIVE
RECEPTIVE
20
20
10
10
101020 200
Plot your points!
The 4 basic styles
Promoter
Facilitator
Controller
Analyser
Promoter High energy Enjoyable to be around Creative imagination Initiates relationships Motivating Competitive spirit Goal oriented
Facilitator Dedicated and committed Loyal team member Good listener Patient Good at reconciling factions Dependable Cause-oriented
Controller Task accomplisher Bottom-line results Self-motivated Forward looking Fast decision-maker Initiates activities Disciplined Likes to control others
Analyzer Objective Conscientious Defines, clarifies Concerned with accuracy Gathers needed data &
information Tests data Maintains standards
INFORMAL
FORMAL
ASSERTIVE
RECEPTIVE
20
20
10
10
101020 200
PROMOTING
CONTROLLING
FACILITATING
ANALYZING ANALYZINGCONTROLLING
PROMOTING
PROMOTING
CONTROLLING ANALYZING
PROMOTING
CONTROLLING ANALYZING
FACILITATING
FACILITATINGFACILITATING
Step 11. Go to the corner of the room marked with your primary
style
2. In your corner, share what this style means to you
52
Step 21. Go to the corner of the room marked with the style that
is diagonally opposite yours
2. In your corner, discuss challenges interacting with this style
53
Step 31. New groups, with 1 representative of each style
2. Discuss strategies for overcoming the differences in styles
54
Write like your career and business depend on it — because they do!
Why it is important to write well?
• Executives are writing more than ever.
• Writing is time consuming.
• Writing needs to be more strategic, concise and persuasive than ever.
• Globalization requires simpler text that is easier to understand across cultures.
• In the digital era, written communication leaves a permanent record and can be massively distributed.
The ROI of Writing
Credibility and image: Writing positions you,your area and your organization as a leader andauthority.
Effectiveness: Writing persuades readers to act.
Productivity: Good writing practices save time.
Features of Good Business Writing
• Easy to understand
• Interesting and relevant
• Clear purpose and message
• Logical structure
• Concise with appropriate balance of detail
• Right tone and feel for audience
• Free of errors
Communication options and when to use them…
1. Strategic objective: Organization
61
2. Strategic objective: Individual
• A long-term vision of what I want to achieve
• Requires a sequence of communications
• This communication is one step toward me achieving mylong-term goal
62
2. Strategic objective: Individual
To achieve my long-term objectives, I need to (in thiscommunication):
Take advantage of the opportunity to…
Get something particular
Position myself as…
63
3. Personal agenda
Examples:
Gain confidence
Win appreciation
Protect yourself
Save face
64
SMART Objectives
65
Specific
Measurable
Actionable
Realistic
Timed
66
At the end of this explanationthe participants will be able towrite a SMART objectivefor their next important presentation
Timed
Action
Realistic
Specific
5. Official Purpose
Official Purpose ≠ Objective
The official purpose is explicit. The objective is personal
The purpose will be shared with the audience in the communication
67
6. Call to ActionCommon examples:
Attend a meeting
Apply or implement a new procedure or policy
Share information
Take corrective measures
Review, accept, or revise
Fill out a form
Give feedback
68
6. Required Action: Urgency
Benefits for the audience
Consquences for not replying or taking a required action
69
How
Anticipateaudiencequestions and answer them in a logical order
Objective
Sell my idea in waythat does notrequire my audienceto work hard to understand it
The question-answer structure
70
Strategic Email writing (Individual)
1. Read the New Offices email case on pg. 9.
2. Individually, write a response using the 336 word email model.
3. Email to:◦ [email protected]
◦ www.mondotalento.com
◦ (About)
71
Pg. 9
Application Cover Letters
An application cover letter is a single-page document you would attach to a job application.
It’s purpose is to draw attention to your CV and invite the reader to consider your application.
What’s in a Cover Letter?
1) Introduce yourself
2) State the job you are applying for
3) Demonstrate a match between your skills and experience and those required for the job
4) Give the reader a reason to read your resume / CV.
5) Finish with a call to action (e.g. ask for an interview)
What is a CV?
What is a CV?
A brief summary of your professional identity in one or two pages.
What is a CV for?
• To establish professional credibility though form and content.
• To get an interview.
What do you think?
How long does a recruiter spend looking at your letter/CV?
2-3 minutes
30-40seconds
15–20 seconds
¿Sabías qué?
Un reclutador pasa un promedio de 15-20 segundos viendo un CV.
Readers makeimpulse
judgementsMinimum infofor maximum
impact
You need to be memorable
Focus onimpression
management
First 15-20 seconds
Today’s reality…
Keywords
¿Howfrequently are these in yourCV / coverletter?
Why a Cover Letter?
For graduate jobs, it is often the case you won’t have much experience working, thus a cover letter gives you an opportunity to let them know more about you.
A cover letter can guide the reader to see what you want them to see.
Avoid in cover letters
• Using ‘I’ too much
• Spelling mistakes
• Long wordy sentences
• Restating your whole CV
• Talking about other applications
IkegaiA balancedperspective foryour career.
A Japanese concept of “to be/ ser”
Actividad
Team Activity
Write a cover letter. Use the template as a guide.
Business Proposals / Reports
Main Types of Reports
- Sales Proposals
- Internal Project Proposals
- Progress Reports
- Final Reports
C. Progress Report
D. Final Report
Writing Reports and Proposals
Use the Active Voice
Active vs. Passive
Active: Tom kicked James
Passive: Tom was kicked by Itzel
Activity: Rewrite from Passive to Active
1) The report was handed in late by the project manager and the project was delayed.
2) We had found a number of errors in the email so it was rewritten by the expert
3) The manager will have been in the role for 12 months by then, so he will be experienced enough to make the right the decisions.
Verbs not Nouns
Activity: Rewrite
1) It is the presence of too many nouns that can lead to misunderstandings within business documents.
2) Students were to referred to the study guide in order to prepare effectively for the content that would be included in the mid-term.
3) The teacher warned the entire class group that if there was any cheating in the test that they would a disciplinary proceeding against them.
Avoid Redundancy
Style and Tone to fit the Audience
Example…
Correct and Proof
False Friends
Citing LiteratureUNIT 2.4
Help with referencing
The internet has many sources of help.
You can actually find tools that help you with the reference list. https://www.refme.com/uk/referencing-generator/harvard/
If in doubt, come and ask.
Mid-term study guide
Unit 1
Unit 2
Email Guide
Cover Letters
