8/10/2019 ISpeak Business Writing Shortcut Card v1.0

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Business Writing

iSpeak, Inc. Copyright © 2008 www.iSpeak.com

iSpeak Business Writing Model

Prepare Effective  business writing is not haphazard.Research and solid logic are the first steps to

 writing clearly and persuasively. In the preparationphase of the writing process you will perform theappropriate research, define the purpose of thedocument, and analyze the audience who will bereading your work.

Develop Once you’ve collected the facts, you must begin with a well constructed outline. By planning anoutline that includes an effective opening, a bodyof facts, and clear call to action, you can achieveyour desired results.

 Write  Writing should be clear, concise, complete, andcorrect. Sentence construction, appropriate vocabulary, and correct grammar keep the readerfocused on your meaning, not your mistakes.

Review  Whether you are simply re-reading your email before sending it or spending time scanning abusiness proposal, appropriate review of written documents ensures error-free writing.

Delivering Bad News

Nobody likes to get bad news, but it is a fact of life. Bad things happen. In business, we will be faced with many

situations where we must be the messenger of bad news to our internal team or to our customers. There are twotypes of bad news messages that you may need to compose: one in which the customer is at fault, and one in which you were at fault.

Direct Approach Indirect Approach

1.  Give the good news that the claim willbe honored

1.  Begin with a buffer or neutral statement

2.  Explain how the customer contributedto the error

2.   Transition to refusal

3. 

Explain how your company will correctthe error

3. 

State the reason for not honoring theclaim and state the bad news

4.  Provide details of how the customer canavoid repeating the error in the future

4.   Assert your good will and desire tocontinue the relationship

5.  Close positively and sincerely 5.  Close positively and sincerely

8/10/2019 ISpeak Business Writing Shortcut Card v1.0

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Business Writing

iSpeak, Inc. Copyright © 2008 www.iSpeak.com

Delivering Good News

Steps for providing good news in a brief message:

1.  Use a direct approach to deliver the good news right away.

2. 

Use the body of the message to provide any details that support the good news.

3.  Close cordially. 

 When there is good news to be shared in a business environment, too often it will get verbally communicated without ever being documented. It is a good idea to document good news for the following reasons:

  It serves as a reminder of the excellent customer service your company provides

  It builds “credits” in the client’s goodwill account

 

It allows the client to easily pass it on to others

Idea Mapping

Idea mapping is an idea generating tool that involvesboth hemispheres of the brain in a divergentthinking process. Instead of logically identifying amethodical sequence, our brains tend to freeassociate to generate ideas. Similar to brainstorming,idea mapping involves rapid generation of ideasgenerated from a single trigger.

Begin with a central theme or question. As you thinkof related ideas, link them back to the trigger idea with a line. As you branch out with new ideas, you will begin to see a visual representation of therelationship among them. These related ideas createa “flow” of topics and ideas.

Deductive Reasoning

 This argument structure begins with premises that are considered by most to be irrefutable and true. It begins withthe problem, states the facts surrounding the case, and then leads the reader to the inevitable

conclusion/argument. This form of argument is presented in conflict type situations quite often.

Inductive Reasoning

Inductive reasoning is the reverse of deductive reasoning. Quite simply put, inductive reasoning begins with theanswer. Once the answer is given at the beginning of the correspondence, the supporting material and logic forthe selected conclusion is provided. This method is often used with executives and senior managers. Seniormanagers will want to know how you came to the conclusion, but their curiosity is satisfied from the start.

Poor Customer

Service Rating

Call Center 

Poor 

Product

Retail Centers

 Auto Attendant

Lack of

Training

Not

24 hrs

Lack of 

Training

Unprofessional

attendants

Not

Knowledgeable

No Web

Portal

Poor 

Hiring

Poor Customer

Service Rating

Call Center 

Poor 

Product

Retail Centers

 Auto Attendant

Lack of

Training

Not

24 hrs

Lack of 

Training

Unprofessional

attendants

Not

Knowledgeable

No Web

Portal

Poor 

Hiring