Page 1 - Business Communications

BarCharts, Inc.® WORLD’S #1 QUICK REFERENCE GUIDE

General Principles
Tone three important things to tell you. First of all…” By stating a basic outline
• In general, your tone should be professional, pleasant, and direct for your listener, you increase the likelihood that the entire message will
• Your tone and style of communication are some of the ways in which you be heard
project a specific image about yourself professionally; you do not want the Sarcasm
image that comes from sloppy work, rude communication, or a passive, • Avoid sarcasm; this is a principle violated often in business communication
weak style of communication and usually with poor results
• Know what you are talking about; it is way too common for people to send out • There is no universally accepted way to let your reader know that a line
an email, make a phone call, or put together a presentation with a clear lack in your email or memo was purposefully sarcastic; many times these
of understanding of what they are talking about; you do not have to know comments will be interpreted as overly critical, harsh, or personally
everything, but you should never be seen as a person who does not have a clue insulting; even if you consider this “your sense of humor,” you should use
Connection sarcasm infrequently, if at all
• We often conduct business with people who are on the other side of the city, Audience
state, or world; remember one of the basic business tenets: “People want to • Keep in mind that there is an excellent chance that your communication will
do business with people they like” ultimately be viewed by someone other than your original audience; make sure
• Seek, where possible and appropriate, to create some sort of connection you never send anything that would embarrass you or others if seen
(even if it is just through being polite to another person) with your audience; • Voicemails are sometimes listened to on a speakerphone, emails are often
as communication becomes less personal, a personal touch becomes that forwarded with the entire “conversation” attached for the next party’s review,
much more unique and important and written letters may be left on one’s desk for others to see
Level of Confidentiality • If you are thinking of complaining about someone, challenging the “status
• Do not divulge personal or private material in any business communication; quo” in your company in written form, or leaving a harsh voicemail,
in addition to being in poor form, you could potentially be in violation of remember that strongly worded communication is often passed around—
a confidentiality agreement or personal promise that your boss or colleague sometimes as a learning tool for an organization, but often as a way to show
made to another person how inappropriate the sender was
Responsibility • Proceed as if you are going to have to discuss this communication with your
• If your recipient feels your words, tone, or style is inappropriate, you boss or attorney because you very well may have to if you go too far
should apologize and review the situation; often, it is ill-advised humor or a Frequency of Communication
“throwaway” comment you made that the other party finds unacceptable • There is a fine line between being persistent and being annoying; it is
• Ask yourself what you are presenting; are you trying to persuade, inform, even possible to make a client or prospect feel harassed in certain extreme
lead, or warn? Your style and words will be informed by your goals situations
• Remember that ultimately you are your own brand in some capacity; • Is the client used to regular communication with you and your team? If so,
what do you want “Brand You” to represent? Sloppy, ill-prepared then repeated emails and phone calls are not overwhelming
communication says something very clear about the speaker; so, too, does • Most people understand that cold calling and business prospecting are part
an excellent and well-prepared style of being in business; however, if your recipient is nonresponsive after 2 or 3
• Proofread and rehearse; even a cursory read will generally reveal a few typos attempts using a variety of methods, you should probably not try to contact
or stylistic changes that you would like to make; try to slow down just a little him/her again, at least for 1 or 2 months
and put your best self forward to your audience • Occasionally, people will have a personal or business issue that makes them
Word Choice uncommunicative
• Use as few words as possible to get your point across, especially if it is an Humor
important point • In business, humor is rarely the best way to get your point across
• People usually read closest the first sentence and the last sentence of a • Most people are not as funny as they think they are; if you are a regular
letter, email, or memo; as they say in the newspaper business, “Don’t bury jokester in your office, ask a friend or candid colleague for an honest
your lead”; do not place the sentence that encapsulates the point of the assessment of your style
communication somewhere in the middle of the letter/memo; place it in the Formal vs. Informal Business Communication
first sentence or two; occasionally, it may make sense to underline or boldface • We work and live in an increasingly informal world; although some formality
an important secondary sentence that is in the middle of the communication is totally appropriate in business, consider your style as well as your audience
• Clear and concise word choice should be used in verbal communication • Many younger employees use written communication and social media
as well; if you are in the habit of leaving long, rambling voicemails, you regularly and may feel less comfortable
should be aware that your audience may well be deleting them after the first leaving voicemails; however, other
10 or 15 seconds; either leave more concise messages or leave a message employees may not feel as comfortable
that says something like “Joe, sorry this is a bit of a long voicemail. I have with these mediums

The Writing Process – How to Stay Out of Trouble
The “Desk Drawer” Approach • If your company or boss has a habit of
• If you have written something that you think may be difficult for your making promises and then not delivering,
recipient to receive, consider writing the letter or email and then setting it you should either do everything you can
to the side for a few hours or, ideally, overnight; review the letter or email to do things differently or consider changing jobs
the following day; chances are, you may want to “soften the blow” upon a Nonverbal Communication
reread of the letter • Most interpersonal communication that takes place in person is nonverbal;
• If you still feel that the letter is an accurate reflection of your views, you if you choose your words carefully but often find that your recipients
can then send it; just be prepared for the ramifications mistake your meaning or intention, you should carefully evaluate your
Don’t Say Things You Don’t Mean, nonverbal signals
Don’t Make Promises You Can’t Keep • Nonverbal communication is not just your facial expressions but also your
• This is part of “Brand You”; you do not want to be seen as a person who tone, how you hold your arms and hands, the way you stand, and how much
does not live up to commitments space you keep between yourself and the other person
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