Criteria for Effective Messages

1. Is clear:

 The reader understands what the writer meant.

 The reader doesn’t have to guess.

2. Is complete:

 All the reader’s questions are answered.

 The reader doesn’t have to guess.

3. Is correct:

 The facts and information are accurate.

 The message is free from sentence-level errors.

4. Saves the reader’s time:

 The style, organization, and visual impact help the reader to read, understand, and act
on information quickly.

5. Builds goodwill:

 The message presents a positive image of the writer and his or her organization.

 It treats the reader as a person, not a number (Humanize)

 It builds a good relationship between the sender and the receiver.

Warmth in Business Writing

 Avoid abstract - Be concrete/Specific

 Use active: avoid passive
 CONVERSATIONAL Approach
 Avoid colonial language of business rubber stamps

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EGO: Evil Going On

Benefits of no ego

Remove Stress

Better Relationship

Self Improvement

Deep Network (Grapevine)

Etc….

Non Discriminatory Attitude

Do not Stereotype - Age

Religion

Pregnancy

Disability

Nationality

Locality!?

Never…never…never… assume !!

 Be focused on the JOB – Focus on the problem you are trying to solve

 OWN your work – ANTICIPATE problems

 Read between the lines

THINK carefully - MINDSET

Communication Equation

Respect > Listening (Paying Attention) > Mental Filters Awareness (K.Y.C.) > Adaptation (Customization)
> Right Message (Important / Meaningful for the Customer) > Unified Meaning > Successful
Communication (YES)
YOU ATTITUDE!

 Looks at things from the AUDIENCE’S’s point of view

 Emphasizes what the AUDIENCE wants to know

 Respects the AUDIENCE’S intelligence

 Makes the AUDIENCE feel IMPORTANT

 The Process of communicating

 Begins with planning

 Determine the objective

 Predict your reader’s reaction (negative, positive, indifferent):

 If positive or neutral, directness usually recommended

 If negative, indirectness usually recommended

B I F & More….

Big Idea First

 Opening - The Idea is to convey the good news – Give the good news first however you can

 Middle – Immediate after the opening give the details – how much the reader needs and wants
to know

 Ending – Goodwill ending. Wishing more success etc.

Positivity

 The only disability in life is a bad attitude. Scott Hamilton

 Surround yourself with positive people. People who will say “You Can Do it. TRY!”
 We all have bad experiences; DO NOT CARRY THEM WITH YOU!

 Positive –everyday application

 • Every time you find a PROBLEM immediately THINK about a Potential Solution.

• When you report the problem to your boss and/or subordinate; while reporting the problem
also Propose the solution YOU thought about.

• Encourage all your Team Members to do the same.

Also apply in your FAMILY life.

Preaching..anger: NEVER

Customer bias

An Organization will SURELY FAIL if it does not treat the salespeople as the salespeople treat the
direct customers.

anger: be Careful!!!

• What if the audience is intimidating you intentionally?

• What if he/she is provoking you?

• As soon as you do something stupid you WILL lose!

• In Business an Apology is always followed by Compensation!