Kỹ Năng Viết Trong Kinh Doanh (Tài liệu tiếng anh)

Business Writing Skills


SPIN INTERVIEW FRAMEWORK

Learning Objectives

What is Business Communication

2

Types of Communication

3

STAR Format of Written Communication

4

Essentials of Effective Communication

5

Tips for Smart Communication

6

Communication across cultures

7

Exercises

8

Summary

REC
P
STO

##

1

PLAY


What is Business Communication?

Let’s first understand what is 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.

Message

CHANNEL

Message

SENDER

DECODING

Message

RECEIVER

FEEDBACK


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


SPIN INTERVIEW FRAMEWORK

Learning Objectives

What is Business Communication

2

Types of Communication

3

STAR Format of Written Communication

4

Essentials of Effective Communication

5

Tips for Smart Communication

6

Communication across cultures

7

Exercises

8

Summary

REC
P
STO

##

1

PLAY


Types of Communication

Types of Communication

Verbal
Communication

##

Written

Verbal

Non Verbal

Written

Non
Verbal


Types of Communication

Verbal Communication

•
•

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

Verbal

Written

Non
Verbal


Types of Communication

Written Communication

•

Provides record for future

Communication

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

Verbal

Written

Non

Verbal


Types of Communication

Non Verbal Communication

•

Constitutes of Physical,
Communication

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

Verbal

Written

Non
Verbal


SPIN INTERVIEW FRAMEWORK

Learning Objectives

What is Business Communication

2

Types of Communication

3

STAR Format of Written Communication

4

Essentials of Effective Communication

5

Tips for Smart Communication

6

Communication across cultures

7

Exercises

8

Summary

REC
P
STO

##

1

PLAY


STAR Format of Written Communication

1. Analyze
the
Purpose

2. Consider the
Audience

5. Execute with
Confidence

STAR / ACBDE Model of Communication

4. Detail &

3. Build the

Design

Structure

Approach


STAR Format of Written Communication

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?

If you can’t answer these questions, then you should wonder, whether
you should even the send the communication.


STAR Format of Written Communication

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

1. Analyze
the
Purpose

2. Consider the
Audience

5. Execute with

Confidence

STAR / ACBDE Model of Communication

4. Detail &

3. Build the

Design

Structure

Approach


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.”


STAR Format of Written Communication

1. Analyze
the
Purpose

2. Consider the
Audience

5. Execute with
Confidence

STAR / ACBDE Model of Communication

4. Detail &

3. Build the

Design

Structure

Approach


STAR Format of Written Communication

3. Build the Structure

1. Salutation

2. Content

3. Closing

Structure of Written
Communication


STAR Format of Written Communication

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

3. Build the Structure
Content
Don’ts

Do’s



Mention any specific information that is
requested by the reader - If you cannot
answer a question or provide definite

х
х

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

Negative statements - Don’t tell them

they have the information

state when you can send the information.
explain why you won’t be able to answer

do... tell them what can be done

something negative unless it is important that

information:




Don’t tell the reader what you or they can’t

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


STAR Format of Written Communication

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

1. Analyze
the
Purpose

2. Consider the
Audience

5. Execute with
Confidence

STAR / ACBDE Model of Communication

4. Detail &

3. Build the

Design

Structure

Approach


4. Detail & Design Approach

Components of Detail
& Design

Punctuation

Formatting

•
•
•

•

All letters should be Arial - size 10 / 12

Inappropriate use of punctuation could change the
meaning of the sentence

•

Use line spacing set in the template
Separate paragraphs with one blank line in

Paragraphing

•

between

Keep one main idea per paragraph

•
•

Use short paragraphs

Ideas in successive paragraphs can be
related

It makes the communication look more structured
& clear

STAR Format of Written Communication

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

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

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

•
2.

Anu’ s case studies

Show contractions [not acceptable in formal writing]

•

It’ll [It will]