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Written Communications-MC-1

Written Communication Principles

(HBS handout) : Seven Principles

Having a clear PURPOSE

 Being AUDIENCE FOCUSSED
 Stating your KEY MESSAGE CLEARLY
STAYING ON TOPIC
Observing ECONOMY OF WORDS[20 words or
less per sentence..comprehension: 8 words:100%, 19
words: 80%]
Using SIMPLE SENTENCES
Considering your DELIVERY STRATEGY

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Be Plain, Avoid Biz Speak - HBR handout

 Avoid clichés , oft repeated Business buzzwords..
 Journalists maintain..” INDEX EXPURGATORIUS”
(blacklists and terms to be avoided)
 Actionable
 As per
 Back of the envelope
 Bandwidth( except electronics)
 Client-centered
 Core competency
 Going forward
 Guesstimate
 Net-net
 Opertionalize

Be Plain, Avoid Biz Speak - HBR handout

FRES: Flesch- Kincaird Reading Ease Score
[Pioneered due to difficulty of reading technical manuals in the US navy]
Measures comprehensibility of written passages using word and
sentence length
Formula -FRES:[A[206.835-1.015 ]x (total words /total
sentences) – ( minus) B [84.6] x (total syllables/total words)]

syllables ( no of distinct parts to a word )

[eg- water: two syllables, inferno : three syllables]

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Be Plain, Avoid Biz Speak - HBR handout

Write straight forwardly, without sacrificing meaning
Warren Buffet rewrote the following 136 words of a Financial Services
Report, with five passive sentences to 74 words, with five non-
passive sentences, with an average sentence length of 14.8 words
“Maturity and duration report decisions are made in the context of an intermediate maturity
orientation. The maturity structure of the portfolio is adjusted in the anticipation of cyclical
interest-rate change. Such adjustments are not made in an effort to capture short term, day
to-day movements in the market, but instead are implemented in anticipation of long-term,
secular shifts in the interest rate…..”

Warren Buffet :
“ We will try to profit by correcting predicting future interest rates. When we have no strong
opinion, we will generally hold intermediate-term bonds. But when we expect a major and
sustained increase in rates, we will concentrate on short term issues. And conversely, if we
expect a major shift to lower rates, we will buy long bonds. We will focus on the big picture
and won’t make moves based on short term considerations”

Flesch Reader Ease (FRE) of former 8.2 against 60.1 of

Warren Buffet’s RD –FRE: 65, Time Magazine: 52, Harvard
Law Review :low 30s…

Be Plain, Avoid Biz Speak - HBR handout

Recap :

Aim to Write as naturally as you speak

Avoid Boiler Plate Phrases that weigh down
language and indicate lazy thinking
 Increase Readability by Expressing Ideas Directly

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Written Communication
Effective Writing Skills
 Why you need to write well ?
Writing well helps you create positive
impressions and in meeting your personal
and professional goals. Bad writing can be
a great barrier in your professional growth
and personal interactions
Its akin to creating a good first impression
whereby half the battle is won

Written Communication ( Guidelines)-

PEPA
 Defining Writing Success…
 For business messages, your writing should be:
Purposeful You will be writing to solve problems
and convey information. You will have a definite
purpose to fulfill in each message
• Economical You will try to present ideas clearly
but concisely. Length is not rewarded
• Persuasive You want your audience to believe
accept and act on your message
• Audience-oriented You will concentrate on
looking at a problem from the perspective of the
audience instead of seeing it from your own

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Written Communication- (contd…)

• Defining Success…
• A common (unconscious) perception is that
quantity enhances quality
• WRONG!
• Get over the notion that longer is better
conciseness and clarity are what counts in
business
• Great Writing is all about the power of the deleted
word- Author, Richard Bach; “Less is More”

Written Communication ( contd…)

• Our goal is to construct communications that:

• - Will actually be read
• - Will actually be understood
• - Will not annoy the receiver
• - Does not take up too much time on the
receiver’s end

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Written Communication
Effective Writing Skills
An example :
A blind man sits in a park with a scrawled sign hanging from his
neck saying “I AM BLIND” and a tin cup in front of him
A passing ad writer pauses, seeing only a few coins in the cup.
He asks, “Sir, may I change your sign? “ But this is my sign
says the blind man…”my sister wrote it just as I said.” “ I
understand, said the writer, “I can help. Let me write on the
back and you can try it out” . He wrote..within two hours the
tin cup was full..As people drop coins, the blind man asks one
of them what is written on the sign.. He is told just nine
words.. What were these highly effective words ?
“ It is spring and beautiful and I am blind”
Creative ,engaging and yet simple writing can work wonders…

Writing Process

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Writing Guidelines- SEVEN grammatical rules

you absolutely need to know
1 It is perfectly acceptable to start a sentence with And ( or)
But. And & But are very powerful transition words
preferable to additionally, however
2 It is perfectly acceptable to end a sentence with a
preposition(sounds more natural) –eg. what will the new
product be used for ? vs. For what purpose will the new
product be used?
3 The adverb corresponding to the adjective good is ‘well’.
When describing performance, manner or action use the
adverb well-eg. ‘The intern works well under pressure’;
‘The R&D stage is going well’; How are you doing? Best
answer: ‘I am doing well’; ‘I am fine, thank you’

Writing guidelines- SEVEN grammatical rules

you absolutely need to know
4 The subject of the sentence determines the number
of the verb- A subject and its verb must both be
either singular or plural –eg. ‘Grammar Girl says so ;
‘All Grammar Girls say so’. When a subject expresses
a single idea use singular words-eg. ’The company’s
bread and butter is still shipping; ‘There are still
market capacity and competition to be considered’

5 With either/or and neither/nor in the subject position,

the second element controls the number of the verb-
eg. ‘either phone or fax is acceptable; neither our
accountants nor our lawyers are concerned..’

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Writing guidelines- SEVEN grammatical rules

you absolutely need to know
6 The words however, therefore, cannot join
independent clauses (contains a subject and a verb and
expresses a complete thought-eg. Mohan cannot attend
the meeting ;however, he will call before we adjourn’)
without additional punctuation-with however a semi-
colon before and a comma after it; omitting the
semicolon or using a comma creates what is called a
‘comma splice’

7 An appositive[a noun or noun phrase that follows

another noun(or pronoun) and depicts it more
fully] is set off by commas when it is not essential (non-
restrictive) , and not set off by commas when it is
essential(restrictive)-eg: non-restrictive: ‘the customer,
a tall man in an oversized suit, left his keys on the
counter; restrictive: ‘My colleague Prem agrees’

Writing guidelines- SIX important punctuation rules

1 Hyphenate your phrasal adjectives where the noun is

modified –eg. Small-business incentive, limited-liability
clause, do-not-disturb sign, 25-year-old company

2 Use a comma before or when listing three or more items-eg.

red, white, and blue

Here is a statement that most women will disagree with: Woman without her
man has no reason for living
With a colon and a comma, the writer would get a different reaction:
Woman : without her , man has no reason for living

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Written Communications –Guidelines-important punctuation rules

4 Don’t use an apostrophe to form plural nouns ( Mr& Mrs Smith

are Smiths not the Smith’s); those ending in s,x,z and sibilants
( ending with ch or sh) use –’es’ -eg. Stevens-’the Stevenses’
not the Steven’s or the Steven’s’: [Sibilant: Church- use Churches,
Torch-Torches, Dish-Dishes, Eyelash-Eyelashes ]

5 Use bullets as attention device-don’t overuse them

6 Avoid quotation marks and underlining italic fonts, bold typeface

to emphasise words. Avoid all caps as sentences..(they
SHOUT)

Writing Guidelines: Some important punctuation rules

 Use a colon or a comma, never a semi-colon after a
salutation in a memo or letter
 Long dashes ( called em-dashes) have two defensible and
valuable uses: to frame -and to emphasise – eg. ‘Customer-
service-- its our priority’
 Don’t use a comma when writing a month and year- no
comma when using day-month-year format eg. 23 February
2105; comma when using the American format : month- day,
year : February 25, 2015
 For singular possessives', add ‘s’ even if the word ends with
an –s, -z, -x or –ss eg. Kansas’s business climate, Holtz’s
business contract, Xerox’s patent , the actress’s
endorsement. If the name of an entity or corp. is formed
from a plural word add only an apostrophe eg. Indian
Airlines’ quarterly results; United Arab Emirates’ capital is
Abu Dhabi. For plural forms use an apostrophe after the final
‘s ( words ending in ‘s’),[Caterers’ fees, Bosses’ offices]

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WAC-II –Guidelines- 20 Common Usage Gaffes

Sloppy(NOT THIS) Refined(BUT THIS)
I feel badly about the oversight I feel bad about the oversight
I’m feeling very well about the
sales figures I feel good( contented). I feel
well( healthy)
They’re doing good They’re doing well
Just between you and I Just between you and me
He expected Helen and I to He expected Helen and me
to help him to help him
She could care less She couldn’t care less
He’s laying down on the couch He is lying down on the couch
Where are you at? Where are you?

Written Communications –Guidelines- 20 Common Usage Gaffes

Sloppy(NOT THIS) Refined(BUT THIS)
If I would have been there… If I had been there…
She serves on the board; as such ,
she has fiduciary duties She’s a board member; as
such, she has fiduciary duties
The letter was sent on accident The letter was sent by accident
I wish he was faster I wish he were faster
I could of done it I could have done it
In regards to In regard to, or regarding
Less items Fewer items
He was undoubtably guilty He was undoubtedly guilty
Preventative Preventive
There’s lots of reasons There are lots of reasons
As best as she can As best she can
Irregardless Regardless, or irrespective

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Communicating through the Written Word- A Broad

Template for an effective single page memo (around
300 words)

[A] State the Purpose with a focus on ‘three

recipient benefits’; (two sentences)
(30-50 words); [B]Elaborate in two short
paragraphs ( 100-125 words); [C]Summarize
and Conclude in a short paragraph
recapturing the three key benefits with your
inference if any ( 40-60 words)
[“Triad Principle” 3x3]

Written Communications(contd..):The Triad

Principle
There are only four numbers in the world : one,
two, three, and many ! ( source: a renowned
mathematician-HBR-Guide to effective writing)

Write your three main points as full sentences

and spell out your logic as clearly as you can

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Written Communication ( contd…)

Poet, Writer and Teacher Betty Sue suggests

‘think of your writing as a series of smaller
tasks rather than one huge task’
She suggests that we look at it by
assigning it to different characteristics of
our brain
The Model : MACJ- [The Madman, The
Architect, The Carpenter and The Judge]

Written Communications (contd…)

The Madman: gathers material and generates ideas
The Architect: organises information by drawing up
an outline, however simple
The Carpenter: puts your thoughts into words,
laying out sentences and paragraphs by following
the Architect’s plan
The Judge: is your quality control character,
polishing the expression throughout- from
tightening language to correcting grammar and
punctuation

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WAC-II( contd…) Recap-A structural aid

5W+1 H
Who What
are you Why needs
writing are you saying?
for? writing?

When are
Where you
How will your are you
communication expecting
expecting action to
benefit your it to be
readers? be taken?
read?

Key points : Who? –audience’s concerns, motivation; Why? -

Purpose, focussed; What? main points and details; When ? -
Time frame; Where? -location? How ?- Keep the focus on
reader benefits

Presentation Skills

• Preparation: Audience Analysis

What is the audience interested in ?

What does the audience want ?
What does the audience already know and needs
to know ?
What are their needs, expectations from this
presentation?
How will the audience benefit from this
presentation?

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Prepare well…
• Follow the 80/20 rule ( taken from Pareto Principle)
(80% on written style with a focus on ‘why should the
recipient read what you write?’ and 20% on content)
• Write a draft
• Rehearse by reading your draft aloud
• Have conviction in your topic
• Use notecards

…and then…
• Monitor the audience’s reaction
• Help the audience understand you
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Presentation Skills

Visual Aids
While using an over head projector face the
audience while talking
Point with a pen
Appropriate lighting
Watch the colours
Ensure clear visibility
10 lines, 10 words per line; preferable : 8x8

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Accept Receive Expect Exclude

Affect Influence(verb) Effect Result(noun)

Complement Something that Compliment Praise

completes
Desert Landscape Dessert Last course
Eminent Famous Imminent About to happen
Foreword Intro. to a book Forward Ahead; towards
Allusion an implied Illusion A false impression
inference
Precede to come before Proceed to move on
Principal School Head Principle A truth or value
Stationary a fixed position Stationery Writing paper
Tacked add or attach Tact Sensitivity
Tic Twitching/spasm Tick Insect, clock
Toe appendage -foot Tow Act of pulling
Trade-in Exchange(noun) Trade in Verb-buy/sell
Undo To reverse Undue Excessive

Sound- Alike and Look- Alike Words !

Some key terms/guiding principles :

Abilene Paradox : ‘The Management of Agreement’- ‘trap of group think in

collective forums(meetings-why rock the boat?)-Prof. Jerry Harvey, e.g.
Watergate Scandal, US(1973-President Nixon)- social psychology, conformity
vs. confrontation

Mindful Writing : is SENSITIVE and Promotes DIALOGUE

Conscious Writing : Reflective Writing : Reflects individual’s Experiences

Activists : Adopt a Policy of “MY WAY (or) THE HIGHWAY”

Character Limit in a Tweet : 140 CHARACTERS

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Presentation Skills
Handling Questions

Do not get confused

You are not supposed to know everything
Anticipate and keep answers ready
Sometime questions themselves give you a lead to
highlight your point of view
Use the “Bucket Method” and prepare a note on
FAQs… to RESPOND confidently and clearly
eg:
Mktg. Prodn. HR Project Specific

Written Communications – Six additional inputs-book:

Lesikar etal
 ‘Stringy Sentences’-Avoid : Packing too much information into a
sentence
 ‘Cluttering Phrases’-Avoid : An oft- used uneconomical word
e.g. : in the event that payment is not made
 ‘Co-ordination and Sub-ordination’: base it on Communication
goals.. E.g. :different ways of writing: Company lost lot of
money. Loss occurred despite record sales
 The company had record sales despite loss of revenue
 Though sales rocketed, the company lost revenue
 ‘Mixed Construction : Avoid’ – eg : mixing -3rd and 2nd person:
‘consumers should read the nutrition table, but you often don’t take time to
do so’

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Written Communications (contd…)– Six additional inputs-

book: Lesikar etal
 Modifiers ?
 A word that modifies another or a preceding phrase

 ‘Dangling Modifiers’ : Avoid-if modifiers are put in the

wrong place or where it serves no purpose

 Believing prices would dip, teams were advised not to buy

shares ( No-dangling modifier!)
 Anticipating a price dip, we advised our teams not to buy
shares ( appropriate use of a modifier phrase-adds meaning
and connects)
 ‘Misplaced Modifiers’ : If it is put in the wrong place
( e.g. my mother told me I would also have grey hair when I
was ten…?)

Written Communications (contd…)– Six additional inputs-

book: Lesikar etal
 ‘Dangling Modifiers’ : Avoid-if modifiers are put in the
wrong place or where it serves no purpose
 Modifiers ?
 A word that modifies another or a preceding phrase
 Believing prices would dip, teams were advised not to
buy shares ( No-dangling modifier!)
 Anticipating a price dip, we advised our teams not to
buy shares ( appropriate use of a modifier phrase-adds
meaning and connects)
 ‘Misplaced Modifiers’ : If it is put in the wrong place
( e.g. my mother told me I would also have grey hair when
I was ten…?)

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Written Communications (contd…)– Six additional inputs-

book: Lesikar etal

 Parallelism : ?
 ‘Faulty Parallelism’: Avoid
 “same kind of content in a sentence to be worded
in the same way” : good parallelism
 e.g. : “ we donate money, give free money to NGOs
where our employees volunteer and show our
commitment to CSR” [faulty!]
 ‘We are committed to CSR . We demonstrate this by donating to
NGOs and volunteering’

Written Communication( contd…)

Step 2: Writing
Methods of Organising any message:
 Direct Method (INDUCTIVE)
 Specific-> General
 Indirect Method (DEDUCTIVE)
 General-> Specific

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Written Communication (contd)…

Drafting Powerful Paragraphs
 Developing Support Sentences

Topic sentences summarise the main idea

of a paragraph
 Support sentences illustrate, explain, or
strengthen the topic sentence
 All support sentences in the paragraph must
relate to the topic sentence
Support sentences provide specific details,
explanations and evidence

Written Communication (contd)…

Drafting Powerful Paragraphs
Developing Support Sentences
“Flexible work scheduling could
immediately increase productivity and
enhance employee satisfaction in our
entire organisation. Managers would be
required to maintain their regular hours.
For many other employees, though,
flexible scheduling permits extra time to
manage family responsibilities ”

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Written Communication(contd)…
Drafting Powerful Paragraphs

Crafting Topic Sentences

Flexible work scheduling could immediately

increase productivity and enhance employee
satisfaction in our entire organisation
[Support sentences explaining flexible
scheduling would expand the paragraph]

Written Communication (contd)…

Drafting Powerful Paragraphs
 Developing Support Sentences

Topic sentences summarise the main idea

of a paragraph
 Support sentences illustrate, explain, or
strengthen the topic sentence
 All support sentences in the paragraph must
relate to the topic sentence
Support sentences provide specific details,
explanations and evidence

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Written Communication(contd)…
Drafting Powerful Paragraphs
 Building Paragraph Coherence
Paragraphs are coherent when ideas are linked—that is,
when one idea leads logically to the next

 Repeat a key idea by using the same expression or a similar

one: Employees treat guests as VIPs. These VIPs are never
told what they can or cannot do
 Use pronouns to refer to previous nouns: All new
employees receive a two-week orientation. They learn that
every staffer has a vital role
 Show connections with transitional expressions: however,
as a result, consequently, and meanwhile

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10 Tips On Effective Writing

A Mnemonic Aid

SWAS-CRP-LAB-PGN

Effective Writing Skills –Six Tips and Exercise 1

 Video-Effective writing skills

 Six Tips :
 Use Resonant Characters
 Engage with Active Verbs
 Use the 8 word Test: have a max of 8 words between the
noun and verb in a sentence
 Link Sentences and Phrases with Explicit Connectors
 Start from the Familiar(old) and then move to the New
 Use the PSA Paradigm-Purpose->Solution-> Action
 Exercise : Rewrite : Bad Writing

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An Exercise : Improve and correct this

“Developmental success for everyone
within an organization from top to
bottom and all steps in between is ensured
when good work is encouraged among the
front-line people. Those responsible for
leadership will get more loyalty and harder
work from their team members if they
treat them well.”

A Better Version :
• “ We can ensure the developmental
success of all employees in an
organization by encouraging the good
work done by its front-line employees.
By treating their team members well,
managers can secure better loyalty and
commitment from them.”

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Written Communication( contd…)

Step 2: Writing

Placing Emphasis
 Emphasis through mechanics
 Emphasis through style
 Label the main idea
 Consider looking for a job Consider looking for a job online;
online but also focus on but, most important,
networking is to focus on
networking
 Important idea first or last in the sentence
Profit-sharing plans are more effective Productivity is more likely to be increased
in increasing productivity when they are
linked to individual performance when profit sharing plans are linked
rather than to group performance
to individual rather than to group performance
individual performance rather than to
group performance are more effective in increasing productivity
Profit-sharing plans linked to
individual performance rather than to group
performance are more effective in
increasing productivity

Written Communication ( contd…)

Drafting Powerful Paragraphs

1 Crafting Topic Sentences

2 Developing Support Sentences
3 Building Paragraph Coherence

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Written Communication ( contd…)

Drafting Powerful Paragraphs
1]Crafting:“Topic Sentences”
 A topic sentence states the main idea of the paragraph
Business writers generally place the topic
sentence first in the paragraph
It tells readers what to expect and helps them
understand the paragraph’s central thought
immediately
 2]In the revision stage, you will check to be
sure each paragraph has a topic sentence

Written Communication( contd…)

Powerful Paragraphs
GROUP ACTIVITY

[Revise the following paragraph. Add a topic sentence and improve the
organisation. Correct problems you see for example - with pronouns and
wordiness]

“As you probably already know, this company (LaserTronics) will be installing
new computer software shortly. There will be a demonstration April 18,
which is a Tuesday. You are invited. We felt this was necessary because this
new software is so different from our previous software. It will be from 9 to
12 a.m. in the morning. This will show employees how the software
programmes work. They will learn about the operating system, and this
should be helpful to nearly everyone. There will be information about the
new word processing programme, which should be helpful to administrative
assistants and product managers. For all you people who work with payroll,
there will be information about the new database programme We can’t
show everything the software will do at this one demo, but for these three
areas there will be some help at the Tuesday demo. Presenting the software,
the demo will feature Priya Reddy. She is the representative from
LaserTronics Software.”

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Written Communication( contd…)

Powerful Paragraphs
GROUP ACTIVITY

[Revised and corrected version ]

LaserTronics Software will be installing a new computer software shortly.

In this regard , please attend a demonstration scheduled on Tuesday, April
18 between 9 am to 12 noon to be conducted by Priya Reddy, a
representative of Laser Tronics.

This new administrative software with a new word processing programme

will be very helpful for three categories of people . These comprise
administrative assistants, product managers and those managing the payroll
using database programming software.

While this demonstration alone cannot cover the entire range of

applications of the new software, it will help you learn and improve the
processing efficiencies in your particular domain of work spanning the
above three referred categories.

Look forward to meeting you at the demonstration.

Written Communication(contd)…)
The Writing Process
Step 3: Revising
Conciseness
Reduce flabby expressions, long lead-ins,
E.g. “I am sending you this email to let you know that we
have hired a new Account Manager for your region”.
Dropping unnecessary redundant phrases/words
Eliminate Redundancies
- absolutely essential
- adequate enough
- basic fundamentals
- big in size
- combined together
- exactly identical

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Written Communication(contd)…
The Writing Process
Step 3: Revising
Clarity
Overused / boring business phrases-CLICHES-AVOID
--as per your request
--pursuant to your request
--enclosed please find
--every effort will be made
--in accordance with your wishes
--in receipt of
-- please do not hesitate to
--thank you in advance
--under separate cover
---with reference to

Written Communication (contd)…

The Writing Process
Step 3: Revising
Clarity-avoid Clichés-it bores the reader !
- below the belt,- better than new
-beyond a shadow of a doubt,- easier said than
done,- exception to the rule,- fit the bill

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Written Communication(contd)…The Writing Process

Step 3: Revising
Readability
 Employ White Space
 Sentences with 20 (or fewer) words
 Paragraphs with 8 (or fewer) sentences
 Use headings, bulleted or numbered lists, short paragraphs,
 Use margins effectively
 Choose appropriate fonts
 Proofread
 Spelling, Grammar, Punctuation, Accuracy of Names and Numbers
 Serif (Times New Roman, Adobe Garamond, Century, Georgia and
Palatino). Use these for body of document*
 Sans Serif (Arial, Gothic, Tahoma) Use these for Headings, where
continuous reading is not required*
*[Pl use this style for your group project presentations [(-1) for
non-compliance!)]

Written Communication(contd)…
The Writing Process
Using IM and SMS at Work

 Keep your messages simple and to the point (KISS). Avoid unnecessary
chitchat and know when to say goodbye
 Don’t use IM to send confidential or sensitive information
 Be aware that instant messages can be saved. Like e-mail, don’t say
anything that would damage your reputation or that of your organisation
 Show patience by not blasting multiple messages to co-workers if a
response is not immediate
 Keep your presence status up-to-date so that people trying to reach you
don’t waste their time
 Beware of jargon, slang, and abbreviations, which, although they may
reduce keystrokes, may be confusing and appear unprofessional
 Where appropriate, respect your receivers by employing proper grammar,
spelling, and proofreading

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Written Communication(contd)…
Important Reminders
 Revise for clarity and conciseness Viewed from the receiver’s perspective,
are the Ideas clear? Do they need more explanation? If the message is passed on to
others, will they need further explanation?

 Revise for readability Did you group related information into paragraphs,
preferably short ones? Paragraphs separated by white space look inviting. Does each
paragraph begin with the main point, and is that point backed up by details? Can you
add paragraph headings to improve readability? Can you form bullet points or lists to
make the message easy to skim and comprehend?

 Proofread for correctness Are the sentences complete and punctuated

properly? Did you overlook any typos or misspelled words? Remember to use your
spell checker and grammar checker to proofread your message before sending it

 Plan for feedback How will you know whether this message is successful?
You can improve feedback by asking questions (such as -Are you comfortable with
these suggestions? or What do you think?). Remember to make it easy for the receiver
to respond by providing your e-mail address or phone number

Golden
Circle

WHAT WHY ? HOW?

Follow the Inside-Out Process, not Outside in while promoting your cause
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