Archive for category Business Communications
Years ago, a conference presenter spoke about doing business with the Dutch. He noted that while it generally took them much longer to commit to something, once they signed on, he said, they were committed 100 percent.
The speaker paused and then said, “Compare that to Americans.”
Wow, he’s right. How often have you seen people offer or promise to do something then miss a deadline or completely blow off the project? We’ve all been pulled away by competing priorities, and while it’s often understandable, the odds are good that someone was let down by the change of direction.
Years ago, the acronym DWYSYWD began circulating around Corporate America. It’s meaning, Do What You Say You Will Do, must seem obvious — perhaps even silly — to the Dutch. After all, why do you need to be told to do something you agreed to do?
Food for thought…..
Ever feel like you’re on a treadmill that’s going faster and faster? That seems to be the new norm, with less downtime to just sit and relax for a moment.
As people feel the constant tug for their time and attention, the importance of clear, concise communications becomes more important.
So how do you reach someone who is reading your message while making dinner, helping the kids with homework, and answering an after-hours text message from her boss?
- Begin with your most important message.
- Use bullets. They help break up copy and make reading easier.
- Opt for simple words and avoid jargon, acronyms, and words that readers may not understand.
- Use examples to illustrate complicated points.
- Offer a contrast or comparison to create an image in your readers’ mind (“The ship is the length of two football fields.”)
- Stay away from too many fine details.
As I write this, we’re enjoying a beautiful late-winter day — and waiting for the arrival of a sizable winter storm.
Snow brings a unique and unmistakable beauty to a scene, particularly when it reflects the morning light. There is, however, the issue of clean-up.
As a kid, I didn’t mind snow because it often gave us a day off from school, as well as a few dollars for shoveling driveways. Year later, I clear the driveway that leads to my home, although my bright red snow blower stands ready when the snowfall exceeds a few inches.
In the early days, however, there was no snowblower, just me and my handy shovel. Sometimes the snow was heavy and the work exhausting. During those days, I learned to look down and focus on the work in front of me, not the long section that lay ahead. When I needed a quick break, I’d take deep breaths while purposefully looking back at the section that I had already shoveled. In an odd way, that motivated me.
The same can be done in life or work. When faced with a daunting task or project, keeping my head down and plugging away helps move things forward. And reviewing progress still prods me to continue the work still to be done.
Early in my career, I worked as a weekend sportscaster at the local CBS television affiliate. Some days, the clock would tell me we had 45 minutes until air time, and I’d wonder how the work would get done. I’d take a deep breath, and tell myself, “You did it last week, you can do it today.” Then, just like after a snowstorm, I’d put my head down and get to work.
I was recently interviewed by a budding PR practitioner for a college class. The conversation made me think about the pros and cons of the business, and what I wish someone had told me in the early years.
- A great variety of tasks ensures you’ll never be bored — from writing to photography to media relations.
- You get to do a lot of fun things. Top of my list? Taking courtside photos at a Boston Celtics game. I’ve also done aerial photography and handled media relations for an event that featured former Secretary of State George Mitchell as the keynote speaker.
- You learn a lot. About a lot of things.
- And get to hang with interesting people — celebrities, authors, elected officials, company leaders, and national media. One of my favorites was working at a Leon Redbone concert, and being in the Green Room after the show.
- The CEO knows your name and returns your emails.
- PR people have a seat at the table, whether in a leadership meeting or a crisis response.
- Along with the variety comes a high degree of unpredictability. Issues and projects have an interesting way of popping up at the wrong time.
- You’ll run across people who think they know your job and — often well-intentioned — tell you how to do it.
- Pressure. PR has been listed among the most stressful jobs.
- Lack of control – you can do everything correct and still not have the outcome you desire: rain washes out your outdoor event; a significant event bounces your story off the news, etc.
- 24/7 – Lots of things happen off work hours, from customer events to a middle-of-the-night crisis.
Your mistakes are often public.
Doing the Job
- Ask questions – If something confuses you, it likely has the same effect on your audience.
- Show common sense – Be the person who says, “This doesn’t pass the straight-face test.”
- Know numbers – A good business sense helps you understand your organization and boosts your credibility.
- Be quick – The clock is often ticking, so learn to write and think quickly.
- Act with integrity – It’s the right thing to do and you’re asking for trouble if you veer off course.
Your turn, PR people. What advice would you share with a hopeful practitioner?
There is a simple secret to improve your writing — and your communications in general. Okay, it’s not really a secret, but it is very, very simple.
Use “you” more often.
Yup, I’m serious. Do that and you’re on your way to being a better writer and communicator.
Have a conversation
Using “you” (or forms of it) shifts your messages from talking at someone to speaking with them, making your message more personal and conversational.
Let’s look at a couple of examples to illustrate:
Old School: “Benefit enrollment packets will be mailed to employee’ homes in November.”
New style: “Look for your Benefit Enrollment Packets, coming in the mail in November.”
Old School: Students should return their permission forms by Tuesday.”
New Style: Please return your permission forms by Tuesday.”
Old School : “Members and their families are invited to attend the annual banquet….”
New Style: “You and your family are invited to the annual banquet…”
Be casual and clear
As you can see, incorporating “you” makes your writing more casual, conversational, and clear, while the old school way of referring to your audience in the third person is impersonal, and frankly, a little boring. And “you” is almost like calling someone by their name, one of the best attention grabbers available to communicators.
So give it a try and let me know what you think. While you’re at it, toss a “we” or two. I think you’ll like what you see.
I recently discovered ABC’s Shark Tank, a show that brings together entrepreneurs who ask a group of billionaire “Sharks” to invest in their product or service.
Even if you’re not an entrepreneur, the show is interesting and provides some good tips about business and finance:
Whether you’re interviewing for a job or applying for a loan, the person on the other side of the table will have a list of questions for you. Anticipate what they might ask, and be ready with responses — and data to back them. How? See the next bullet….
Know your audience
It seems as if some of the entrepreneurs on Shark Tank have never watched the show. For example, offering a 5 percent share of your company in exchange for a Shark’s investment pretty much guarantees a black mark on you ledger, yet it continues to happen. Before you walk into a meeting, learn as much as possible about the interviewer, client, employer, etc., to avoid making obvious blunders.
The Sharks can be harsh at times, but the entrepreneurs pitching their products need to stay on the high road. Rudeness often brings a quick dismissal from center stage.
Listen to experts
In addition to their financial investment, the Sharks bring a wealth of knowledge. Some entrepreneurs take their advice to heart; to others it sounds like Charlie Brown’s teacher. If a successful person offers a suggestion, listen carefully.
Be flexible and realistic
Entrepreneurs often walk away empty-handed after turning down a counter offer from a Shark. One man declined a multi-million dollar deal for his company. Understandably, he has a passion for the product, but $4 million is a big hunk of change to pass up. Think carefully before you turn down an opportunity because it differs from your original plan.
Your turn. What lessons have you learned from watching Shark Tank?
I’ve always been a bit of a jokester. In my last performance review, my boss mentioned my sense of humor more than anything else (I hope that’s good).
Years ago, a striking lesson taught me the best way to joke at the office, or anywhere else for that matter.
A coworker on the other side of the building had just moved into a new office, complete with a window — a rarity for that particularly company.
He was sitting there, quite pleased, when I stuck my head in. We chatted, spoke about his kids’ photos, etc, and I left with something like, “Cool office. You look right at home.”
The next day he stopped by my office to thank me. When I asked why, he said, “You’re the only one who didn’t make fun of me.” Apparently, others asked who he slept with to get the office, etc.
That hit me like a lightning bolt, and changed the way I joke with people.
Now, I focus on comments that are funny, but positive. For example, if asked about my boss, my reply is something like, “She’s awesome. The best. Very smart, supportive, and never hits me on the nose with a newspaper.”
Okay, it’s a little corny, but you get the point. It’s clever, gets a chuckle, and leaves a positive feeling.
Do no harm
There’s an old saying about truth in jest, and I’ve learned that negative jokes can leave people wondering if you’re serious. Years ago, at a going-away party, my outgoing boss said, “I’ll miss all of you — well, all but one of you …” I thought he was clearly kidding, but a coworker later asked me who the boss meant.
Be funny and kind at the same time. Sometimes that takes a bit of creativity, but the goodwill it generates is worth the effort.
Your turn? How do you kid around the office?