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Richard Denny
www.communicate-to-win.co.uk
Written Communication
There is one simple rule that should be the basis of all written Written communication has a long-lasting effect because it can be
communication. read over and over again. It can re-ignite joys and bitterness. In my
years of consultancy work I have seen the written word cause more
You must write not so that you are aggression, drama and strikes than any other means of
communication. The written word, if there is any ambiguity, will
understood, but so that you cannot be always be read negatively.
misunderstood. Although communicating by letter has decreased considerably in
recent years, using e-mail, which of course also requires people to
The written word is more powerful than the spoken word. spell and use grammar correctly, has increased. In addition,
copywriting has become an increasingly sophisticated skill. Therefore
getting written communication right is still vitally important.
Principles
Let's start with the principles of effective business-to-business I understand that the shortest exchange of letters ever recorded was
written communication. between Victor Hugo and his publisher after The Hunchback of
Notre Dame was published. It went like this:
Keep it short. Dear Paul
The writer of that letter has tried to be nice, but has not quite Positive: Our literature is currently being revised. As soon as our
communicated effectively. The letter was negative rather than printer delivers the latest versions, we will send you a supply.
positive. If a customer really wants something, try to avoid an
outright 'No', and let him or her down gently. The reply might be
reworded as follows:
We were very sorry to learn that the copies of your booklet were
mislaid in your warehouse. I wish we could take them back, or help
you dispose of them elsewhere, but unfortunately they are imprinted
with your company name.
Writing Style
Why do we write differently to the way we speak? If you look at the Your cheque in the amount of £150.00
correspondence you receive, you'll notice that the way people write
to you is often totally different to the way they would speak to you on We are this day in receipt of
the telephone or face-to-face. At your earliest convenience
Those in the public sector are perhaps the worst exponents of poor You might like to think of some of your own improvements to these.
communication. Not only do these people seem to speak a different
language from the rest of us, but in a vast majority of cases their There is also the controversial subject of how to address the person
written communication is truly appalling. You have probably come you are writing to. Is it right to address someone as 'Dear', or is this
across this yourself, and there are books about 'government speak', habit a relic of a bygone age? And, after all, you don't start a
but let's list some of the phrases that are particularly tired and conversation with the word 'Dear'. You may like to try some
tedious. alternatives.
Would you kindly be good enough to send me You are certainly much less likely to start an e-mail with 'Dear' than
a letter.
Keeping In Contact
Let's now look at specific opportunities to contact people in writing. Now here is an outstanding idea which is used by a number of
business people to demonstrate how much they care about their
Firstly, with Christmas cards. Some cards can be very impersonal - contacts. They look in the newspapers and magazines to find
those printed with a company name but with no handwritten anything that might be of interest to one of their best clients, then
signature; and the company cards with a dozen different signatures post the article to the client with a little note - 'Thought this might
on them. Let's face it, most of the people signing these cards interest you'. It is a super way of maintaining contact and
haven't a clue who they are going to. The cards that most people demonstrating the caring process, and it only takes a few minutes
value are those bearing a signed name and a personal message. to do. You cannot do it with every single contact, of course, but you
Christmas is a great time to be in contact with people and show that can use it to demonstrate your feelings towards the people you
you care, so don't waste the opportunity - write a personal message, really value, it can build and cement a relationship, and it is a
and, of course, your own signature. brilliant way of communicating. After all, most of us manage to
Secondly, with thank you letters. In business we just don't write write holiday postcards, so why not communicate on a few other
enough thank you letters, and yet they are a great opportunity to occasions as well?
show goodwill. Thank you for your order, thank you for your phone
call, thank you for your help, etc. Look for an opportunity to send a
thank you letter: they are always appreciated, as well as being a great
way to keep in touch.
Winston Churchill
Did you know?
The Richard Denny Group is a leading provider of all kinds of
training to help your business. We specialise in:
• Leadership training
• Sales training
• Communication training
• Motivation training
• Customer care training
Licence
Richard Denny is a highly successful businessman. Chairman of “A typical Denny book; easy to read, brilliant and sound advice”
the Richard Denny Group, he is also the author of four bestselling Tony Lock, Managing Director, Learning Management Solutions Ltd
books, Selling to Win, Motivate to Win, Communicate to Win and
Succeed for Yourself. For over 20 years, Richard Denny has been Some other websites that might be useful
sharing his ideas on success and achievement around the world.
A highly sought after motivational speaker, he has helped literally The Richard Denny Group:
thousands of people to success. He is married with five sons, and www.denny.co.uk
lives in Gloucestershire, UK.
Richard Denny for speaking and conferences:
www.richarddenny.co.uk
The Richard Denny blog,
Thought for the Day and Podcast:
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You can buy the full book of Communicate to Win online at
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“You cannot put a monetary value on communication, but my
goodness me without it you could lose a fortune”
Shivendu Aggarwal, Chief Executive, Sunrise Communications Pvt Ltd