Business Writing

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 preparation
phase of the writing process you will perform the
appropriate research, define the purpose of the
document, and analyze the audience who will be
reading your work.

Develop

Once youve collected the facts, you must begin

with a well constructed outline. By planning an
outline that includes an effective opening, a body
of facts, and clear call to action, you can achieve
your desired results.

Write

Writing should be clear, concise, complete, and

correct.
Sentence construction, appropriate
vocabulary, and correct grammar keep the reader
focused on your meaning, not your mistakes.

Review

Whether you are simply re-reading your email before sending it or spending time scanning a
business 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 two
types 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
1. Give the good news that the claim will
be honored

Indirect Approach
1. Begin with a buffer or neutral statement

2.

Explain how the customer contributed

to the error

2.

Transition to refusal

3.

Explain how your company will correct

the error

3.

State the reason for not honoring the

claim and state the bad news

4.

Provide details of how the customer can

avoid repeating the error in the future

4.

Assert your good will and desire to

continue the relationship

5.

Close positively and sincerely

5.

Close positively and sincerely

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www.iSpeak.com

Business Writing
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 clients goodwill account

It allows the client to easily pass it on to others

Idea Mapping
Idea mapping is an idea generating tool that involves
both hemispheres of the brain in a divergent
thinking process. Instead of logically identifying a
methodical sequence, our brains tend to free
associate to generate ideas. Similar to brainstorming,
idea mapping involves rapid generation of ideas
generated from a single trigger.
Begin with a central theme or question. As you think
of 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 the
relationship among them. These related ideas create
a flow of topics and ideas.

Lack of
Training
Poor
Hiring

Not
Knowledgeable

Not
24 hrs

Unprofessional
attendants
Retail Centers

Auto Attendant

Call Center

Lack of
Training

Poor Customer
Service Rating
No Web
Portal

Poor
Product

Deductive Reasoning
This argument structure begins with premises that are considered by most to be irrefutable and true. It begins with
the 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 the
answer. Once the answer is given at the beginning of the correspondence, the supporting material and logic for
the selected conclusion is provided. This method is often used with executives and senior managers. Senior
managers will want to know how you came to the conclusion, but their curiosity is satisfied from the start.

iSpeak, Inc. Copyright 2008

www.iSpeak.com