{
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!