1. BA Skills in
Communications*
{ * in e-mail communications
by Artur Varushyla
Mobile Competency Center
User Experience & Design Center

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4. Agenda
 Purpose
 Email Communication
 Pros & Cons
 Business Rules
 Tips & Tricks
 Sandwich Template
 Indirect questions
 Key Words
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5. Purpose
 Improve performance of your
written communications
 Prepare one-self for business
communications and career
development
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6. Why E-mails?
Pros:
 E-mails are slow
 We do not see immediate reaction
 We operate with a foreign language
Cons:
 Works with different time zones
 Does not disturb the recipient
 Documentary evidence of actions
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7. Business Rules
Response time to emails is:
 less than 24 hours for a regular message if
your name appears on a TO line
 less than 2 hours for a high priority message
if your name appears on a TO line
 you are not required to respond if your
name appears on a CC line unless you have
some important to say
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9. Sandwich Template
Top
 Thank for something
Middle
 Wrap up your question/request in the
middle. Do not use direct questions.
Bottom
 Thank recipient once again.
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10. Demo
Hi John,
Hope you are doing well.
With this message I just wanted to touch base with
our progress on Confluence updates.
Look forward to your reply. Thank you in advance!
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12. Ham & Key Words
How to ask without a direct question?
 I appreciate if you can….
 We would really appreciate if you can…
 If you can… that would be much appreciated.
 Grateful if you can…
 It would really help if you can…
 I assume …. Please, confirm or provide with your
feedback.
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13. Tips & Tricks
 Spell Check
 Attachments
 People & Company names
 Re-read your message before sending!
 Do not send messages in a bad mood
 Elaborate a time line in your requests
 Keep sentences short
 Be logical
 Number should be in words if less than 10
 Use bullet lists
 Do not write long emails
 Start from summary
 Add signature, especially with new people
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14. Questions?
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15. Thanks!
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