Adult Enterprise Leadership
Development Series for Managers
As you arrive, complete the
“TONE EXERCISE.”
Email
Communication
April 14, 2015
Kimberly Pace
CEO, EXECUTIVE aura
kimberly@executiveaura.com
“In blog posts, on Facebook statuses, in
e-mails, and on company websites,
your words are all you have. They are
a projection of you in your physical
absence.”
Ken Wiens, HBR, 2012
Email Goal –
Construct an email that:
•
•
•
•
Will be read
Will be understood
Will not annoy the receiver
Will not take up too much of the receiver’s
time
Receiver’s point of view
• Gets too much email.
• Hears the same standard questions and
favors.
• Does not have free time.
• Does not mind helping you, if it is fast.
Sender’s point of view
•
•
•
•
Spends time crafting the email.
Believes it is unique.
Believes they are first to ask for request.
Cannot imagine why anyone would
say no.
• Wants to explain the whole story so
listener can understand their point of view.
4 types of email
Information – No reply is necessary.
Inquiry – Need a reply from receiver.
Open-Ended – Want to keep
communication lines open.
Action – Want receiver to do something.
A recent issue of the Wall Street
Journal reported that, of 443
companies surveyed, 80 percent
cited poor writing as their biggest
skill problem.
Writing Problems
# 10
#9
#8
#7
#6
Spelling and Capitalization
Grammar and Punctuation
Misused Words
Redundancy
Hedging
Writing Problems
#5
#4
#3
#2
#1
Lengthy Paragraphs
Lengthy Sentences
Passive Language
Inappropriate Tone, Vague
Poor Organization
Source: Wall Street Journal
Why it matters…
90% of business – email
10% of business – phone calls,
meetings, etc.
(SunGard research)
Business impact = Lost revenues
Challenge:
They don’t want to read it.
Solution:
Clear, Concise, Complete, Compelling
Writing
Email Writing Model
Purpose (why it is being written; the goals of
the document)
Audience Analysis (who will read the
document, include unintended audiences who
might read it)
Stakeholders (who may be affected by it)
Two most powerful words
in professional writing:
“YOU” ATTITUDE
1. Talk about the reader.
2. Refer to the reader’s request.
3. Don’t talk about feelings.
4. In positive situations, use “you” more
often than “I”.
5. In negative situations, avoid the word
“you”.
The “Positive Sandwich”
Begin and end your message positively
or neutrally.
1st ¶ - Positive or neutral
MAIN MESSAGE
Last ¶ - Positive or neutral
To establish your credibility
and brand,
Format
Professionally
To establish your credibility
and brand,
Use
Correct Grammar
& Mechanics
(100% of the time)