Effective Communication

Use Active Voice for Persuasive Communication

January 21, 2008 By Nagesh Belludi 1 Comment

Passive Voice Tends to be Indirect and Difficult

Consider the following messages.

In an email to a supplier, my engineer declared, “It was determined to use cast-iron instead of aluminum for this component.”
In a thank-you card, my colleague acknowledged, “Your thoughtfulness and assistance are greatly appreciated.”
In a facsimile cover letter, my attorney confirmed, “A copy of this letter will be sent to you by post.”

These sentences are in passive voice. Each sentence, although grammatically correct, seems impersonal and is rather obscure about responsibility of the respective actions or feelings conveyed.

In general, sentences in passive voice tend to be long-winded and indirect in expression.

Structures of Active and Passive Sentences

Sentences in active voice have the owner-verb-recipient structure. Here is an example: “Our assistant lost your project report.”

Sentences in the passive voice have the recipient-verb-owner structure. Sometimes, the owner is absent, leading to recipient-verb structures. Here are examples: “Your project report was lost by our assistant,” or just, “your project report was lost.”

‘Grammar Girl’ Promotes Active Voice

Grammar Girl, a popular blog for better written-communication skills, advocates active voice over passive voice.

Passive sentences aren’t incorrect; it’s just that they often aren’t the best way to phrase your thoughts. Sometimes passive voice is awkward and other times it’s vague.

When you put sentences in passive voice, it’s easy to leave out the agent doing the action. For example, “Amy is loved” is passive. The problem with that sentence is that you don’t know who loves Amy. In fact, politicians often use passive voice to intentionally obscure the idea of who is taking the action.

So, these are some of the reasons to avoid passive voice: the form can lead to awkward sentences and obscured meaning. Also, passive voice is wordy. You can tighten up your writing a lot if you use active voice more often than passive.

Active Voice is Ideal

Active voice is direct, simple and shorter in structure. Therefore, communications in active voice convey clarity of thought and hence are easier to understand.

Here are enhancements to the three examples in the first section of this article.

In his email to a supplier, the engineer could declare, “We determined to use cast iron instead of aluminum for this component.”
In her thank-you card, the colleague could acknowledge, “I appreciate your thoughtfulness and assistance.”
In her facsimile cover sheet, the attorney could confirm, “I will send you a copy of this letter by post.”

Concluding Thoughts

In our professional and personal lives, how we convey a message is just as important as the message itself. Communication is effective only when a speaker or writer and his/her audience can connect and understand the message alike. Consequently, clarity and ease-of-comprehension are two of the most important requisites to effective communication. Active voice can facilitate effective communication.

‘Inbox Zero’ Technique for Productivity with Email

January 10, 2008 By Nagesh Belludi 1 Comment

Concept of ‘Inbox Zero’

In a seminar at Google (see video on YouTube or slides at Slideshare,) productivity guru Merlin Mann discusses the prevalent practice of misuse of email systems.

A number of us check email too frequently, retain too many unread emails in our inboxes or set aside emails without processing them completely, and, habitually organize our work around our email inboxes.

Merlin emphasizes that one of the most important soft-skills a knowledge worker could possess is the ability to productively process a high volume of email. He advocates effectively handling email by implementing and maintaining a system whereby, regardless of the sender or the content, you could process all incoming email by choosing one of the actions described below.

‘Process to Zero’

The core idea behind Merlin’s system of productivity with emails is the practice of maintaining a blank inbox by processing all emails each time you check email. “You never check your email without processing to zero.”

Merlin advocates checking two or three times a day and processing every email through one of these actions: deleting or archiving, delegating, responding, deferring or just ‘doing.’

Here is a system that I personalized and have practiced for the last two years or so.

Delete: Many emails that you receive are intended to update or inform you of some development. Or, they could be about commercial promotions, reminders or automatic notifications of certain events in our organization. Immediately delete these and all other emails of questionable value.
Archive: If you need to store an incoming email for future reference, move it to an appropriate folder. Develop an organization scheme that works best for you. For instance, you may create a system of folders based on projects you are responsible for; each folder could then store emails related to its project.
Note to Gmail users: Gmail does not support the concept of folders. Instead try the system of labels. See this FAQ.
Respond Immediately: If you can act on an incoming email in a minute or two, act on the email immediately. If you need to respond, compose and send a response immediately.
Defer: If you cannot act on an email in a minute or two, hit the ‘Reply’ button to start responding to the email and then save a draft of the reply for future action. Then, delete the original (incoming) email or move it to an appropriate folder. Add the task to your to-do list. When you have completed the task and have all the information necessary to respond, resume composing the draft email and send the email. Your ‘Draft’ folder thus supplements to your to-do list. If appropriate, reserve an hour or two each afternoon to collect information, complete all such tasks and clear your ‘Draft’ folder.
Delegate: If another person could best act on an incoming email, forward the message. If you would like to track the delegatee’s response, record an action item in your to-do list or calendar. Then, delete the incoming email or move it to an appropriate folder.

Supporting Actions

Turn off the ‘notify me when new mail arrives‘ feature on your email software to avoid interruptions and help you focus on your work outside of email.
Do not open email until later in the morning. A majority of us tend to be more productive earlier in the day. Hence, use your mornings to focus on your more-important responsibilities and priority tasks.
Check email twice or thrice a day only, or more frequently depending on nature of your job. Process to zero and close your email software when done checking email.
By the end of each day, target to clear all your incoming mails and try to maintain a zero inbox.

Concluding Thoughts

Evaluate the ‘Zero Inbox‘ and ‘Process to Zero‘ practices and customize these ideas to suit your particular circumstances. Implementing and maintaining a system of productive email practice can help you feel better organize your responsibilities and tasks.

Establish Credibility for Persuasion

November 18, 2007 By Nagesh Belludi Leave a Comment

‘Facts bridge the credibility gap.’

In “The McKinsey Way,” author Ethan M. Rasiel presents numerous insights to problem solving, analytical reasoning and effective communication practiced by consultants from McKinsey & Company, one of the foremost management-consulting firms.

When a typical associate joins McKinsey & Company, she “will have graduated near the top of her college class, spent two or three years working for a large company, then received her MBA from a top business school. She will be in her mid- to late-twenties. On her first engagement, she may have to present her analysis to the CEO of a Fortune 50 company, who will not give much credence to what some newly minted, 27-year-old MBA has to say—unless she has an overwhelming weight of facts to back her up. This is just as true for a junior executive presenting a proposal to his boss.

Call for Action

One of the primary facets of our work is to sell ideas—to lead and persuade an audience to appreciate our arguments or our perceptions on a certain topic or problem.

Credibility is the cornerstone of persuasive communication. Many of us mistakenly presume that credibility is an entitlement—a function of our positions or affiliations. We fail to realise that credibility is a virtue we earn and preserve over time.

Establishing Credibility with Research

The single most effective approach to establishing credibility is to demonstrate concrete foundations to our proposed thoughts—to draw on meaningful information and deduce concrete inferences in support of our positions.

Collect facts and data from reliable sources. Interpret data and demonstrate its relevance. Deduce and structure your arguments in a logical manner to lead people to draw conclusions you would like them to.
Include particulars (data, analyses, information) of your background work in an appendix to your presentation or report.
Consider your position from every angle and prepare to answer questions. Address counter-arguments in your communication: “Some of you may argue that… Let me assess the risk and suggest a contingency plan.”

Bear in mind that people trust a person’s thoughts so long as they trust the underlying research.

An Essential Secret of Great Speakers: Pauses in Talking

November 1, 2007 By Nagesh Belludi Leave a Comment

Seven Steps to Better Presentations

Jeffrey Veen of Adaptive Path, and now, Google, lists seven steps for better presentations here. Here is a summary.

Tell stories

Show picture and use good metaphors

Don’t apologize for something out of order or for a mistake.

Start strong

End strong too

Stand away from the podium and out from behind the presenter table

Pause while speaking

Pausing While Speaking

Often, speakers and presenters talk quickly—sometimes to an extent that the audience cannot clearly understand the speakers’ words. Perhaps these speakers are nervous. Or, they may be excited about their speeches and hence, are in a rush to express their ideas.

An effective speaker uses lots of pauses in speeches. By pausing after important segments along a speech, a speaker can gather his/her thoughts. And, the audience gets a chance to absorb the contents of the speech.

On the other hand, some speakers tend to be slow, especially if they are contemplative. These speakers quickly lose the attention of the audience.

How to Improve Pausing in Speaking

While listening to radio or watching television, observe the speeches of newsreaders, stand-up comedians, broadcasters or background-narrators. Observe how they pause along their talking.
Choose a few newspaper- or magazine-articles and read them out aloud as you would in a speech. At each punctuation mark—a comma, period, semicolon, etc., —pause before you proceed to the next phrase or sentence. Record your speech on a tape-recorder or on your computer (use Audacity software, a freeware) and review.
As you prepare for an important presentation or speech, write down the entire text of your speech with plenty of punctuations. Practice your speech, record and review.

Concluding Thoughts

Audiences typically remember a very small portion of what they hear in speeches and presentations. By using plenty of pauses and pacing yourself, you can improve your ability to articulate and help your audience appreciate your thoughts.

You Have a Pile of Reading Material at Your Desk?

October 28, 2007 By Nagesh Belludi Leave a Comment

In this ‘information overload’ era, you confront a sizeable quantity of reading material everyday: books, magazines, newspapers, memos, reports, and so forth. You are incessantly pressed for time. Consequently, you probably have a stack of reading material accumulating at a corner of your desk.

Here are four habits to help manage your reading material.

Preview

Preview memos, magazine- and newsletter-articles. Scrutinize the table of contents, and for each article that may seem interesting, scan through section-headings, introductory and concluding paragraphs, illustrations and keywords in boldface or italics. If you ought to read an article, tear-away or photocopy the relevant pages and add them to a ‘To Read’ folder.
Preview books before buying or borrowing a book. Check reviews on Amazon.com or other websites. Scan the jacket cover, table of contents and chapter headings. After obtaining the book, focus on reading only chapters and sections that are relevant to your interests.

Organize

Discard old reading material. If your reading material expands into a disorganized—and perhaps intimidating—pile, consider discarding the older articles, likely at the bottom of your pile. The content of these articles may no longer be relevant. In addition, you will probably never get to reading them.
Classify for priority. Assess the importance of every article and organize your reading material into two or three groups. This way, if your reading stack gets unmanageable, you may discard the least-important group.

Expand Comprehension

Read with purpose. Throughout your reading, ask yourself questions such as “What are the key details discussed here? How are these details relevant? What are the take-away ideas? What can I learn? How can I change?”
Read the first and last lines of each paragraph to help grasp the premise of the entire paragraph. Check the summary or highlights first.
Study tables, illustrations, graphics and charts carefully. Characteristically, these visual elements contain comprehensive information that may summarize entire sections of text.

Stay On Top

Carry your ‘To Read’ folder in your briefcase or bag so you can read while waiting for an appointment with your dentist or at an airport waiting to board your flight.
Set aside time for reading. Dedicate convenient times for reading activities and add these times to your calendar. Even brief periods of focused reading can be very productive.

Concluding Thoughts

In this fast-paced world, reading can be overwhelming. By prioritizing and adopting the above habits, you can make significant improvements to your ability to read more quickly and efficiently.

Stephen King’s Tips for Writing Better

October 21, 2007 By Nagesh Belludi Leave a Comment

Here are tips on writing from the celebrated science-fiction author Stephen King’s popular book “On Writing–A Memoir of the Craft.” The first third of this book is a short memoir of the prolific author and the second section, the namesake “On Writing,” is unadulterated inspiration for serious authors and anybody with an inclination to improve their written communication skills.

Get to the point. Do not waste your reader’s time with too much back-story, long intros or longer anecdotes about your life. Reduce the noise.
Write a draft. Then let it rest. King recommends that you crank out a first draft and then put it in your drawer to let it rest. This enables you to get out of the mindset you had when you wrote the draft and get a more detached and clear perspective on the text.
Cut down your text. When you revisit your text, it is time to kill your darlings and remove all the superfluous words and sentences. Removing will de-clutter your text and often get your message through with more clarity and a bigger emotional punch.
Be relatable and honest. One of the keys to doing that is to have an honest voice and honest characters with both bad and good sides to them. People we can relate to with all of their faults, passions, fears, weaknesses and good moments. Another key to being honest and relatable is keeping a conversational style.
Write a lot. To become a better writer you probably—and not so surprisingly – need to write more.

Communication is all about the audience: it is about directing the audience to identify with your point of view and comprehend the precise message you want to convey. The writing tips in Stephen King’s “On Writing” will help you focus on your message—be it in a speech, a blog post, an essay, or an email.

To echo the ideas summarized above, read my earlier blog article about beginning with the end: the most effective start to the communication process is to begin at the end and enumerate the outcome. List the conclusions the audience should draw from your effort. Setting a goal for your communication helps you collect and present ideas logically.

Mentoring: The Best Advice You Can Offer

October 9, 2007 By Nagesh Belludi Leave a Comment

A newer employee recently approached you for advice on a particularly thorny personal problem she was facing at work. She had an idea for tackling her problem. You had discouraged her idea citing a couple of reasons and offered your own idea as the best solution to her problem. “Advice from years of experience,” you had added. She had nodded her head in agreement.

A couple of weeks later, you discover that she had disregarded your advice and pursued her original idea. You are now annoyed at her and grumble: “Such a waste of my time! Why do people come to me for advice when they don’t intend to pay attention to my ideas? Nobody seems to respect words of wisdom anymore.”

Does the above experience sound familiar? Aren’t we often all-too-eager to offer others advice?

In the above narrative, the newer employee may not have wanted to take the suggested approach—she followed her own idea to manage her problem. Herein is one fundamental reality about offering advice: people rarely listen to others’ advice if they see a contradiction in their advice. In other words, the best advice you can offer others is the advice that they come up with themselves.

Mary Kay Ash on the Art of Listening

Mary Kay Ash, American entrepreneur and founder of Mary Kay Cosmetics discusses the art of listening in her book ‘People Management.’

Some of the most successful people-managers are also the best listeners.

[One manager] had been hired by a large corporation to assume the role of sales manager. But he knew absolutely nothing about the specifics of the business. When salespeople would go to him for answers, there wasn’t anything he could tell them–because he didn’t know anything! Nonetheless, this man really knew how to listen. So no matter what they would ask him, he’d answer, “What do you think you ought to do?” They’d come up with a solution; he’d agree; and they’d leave satisfied. They thought he was fantastic. He taught me this valuable listening technique, and I have been applying it ever since.

Many of the problems I hear don’t require me to offer solutions. I solve most of them by just listening and letting the grieving party do the talking. If I listen long enough, the person will generally come up with an adequate solution.

Call for Action

When a person approaches you for advice, he/she may have some faint idea to tackle the problem at hand.

Or, the person has already developed an idea. He/she would like you to serve as a ‘sounding-board’ for the idea–to reinforce the idea and confirm that this approach is appropriate.

After listening attentively to the person’s thoughts, ask “What do you think you ought to do?” Skilfully, lead the thought-process and encourage him/her to develop the solution. With this buy-in, the person will more likely follow your—really, his/her own—advice.

Written Communication Tips #2: British English or American English?

July 7, 2007 By Nagesh Belludi 2 Comments

The popularity of the English language spread with the British Empire. Over four centuries, the English vocabulary expanded by absorbing words and phrases from diverse languages and cultures. Various geographies developed dialects–specific styles and patterns in spelling, grammar and sentence construction.

Two of the predominant dialects of English are the British style (through the expansion of the British Empire) and American style (courtesy of American capitalism.)

Differences in spelling and vocabulary are easily noticeable: colour (in British English) v/s color (in American English), cutlery v/s silverware, petrol v/s gasoline, aeroplane v/s airplane, etc. Purists can also recognise differences in grammar and usage: ‘Indianapolis are the champions‘ (in British English) v/s ‘Indianapolis is the champion’ (in American English.)

Guidelines to Choose between British and American English

When working on a résumé, report or any other form of written communication, here are three general guidelines to choose between the British style and American style.

When writing for a predominantly American audience, use the American style. When writing for a predominantly British audience, including audience in the former British-colonies (India, Singapore, etc.,) use the British style. For example, use American spellings and grammar to compose a résumé for an ‘on-site’ job opening in the United States.
Use the style that is apt for the subject of your document. For example, if you are writing an article on the Fall-colours you witnessed during your trip to the United States, use the term ‘Fall‘ instead ‘Autumn‘ to refer to the season, even if you are writing for a predominantly British audience. (‘Fall’ in American English is equivalent to ‘Autumn’ in British English.)
If you are writing for a broader audience, be consistent–pick a style and stick to it throughout the document.

Avoid E-mail Embarrassments [Effective Emails #1]

June 10, 2007 By Nagesh Belludi Leave a Comment

We have all committed e-mail mistakes. We have seen a personal message sent to one recipient appear on mailing lists, we have sent impulsive e-mails while hot-headed, we have accidentally sent e-mails to the wrong recipients, we have misspelled names of important people, and so forth.

An opinion poll conducted by America Online and Opinion Research Corporation in the year 2005 listed features that e-mail users desire.

43% of the respondents asked for the ability to un-send a message that has not been read
43% of the respondents asked for the ability to track where an e-mail has been forwarded
27% of the respondents asked for a lock on e-mail so it cannot be forwarded
27% of the respondents asked for a pop-up that asks the user to double-check who they are sending the e-mail to
14% of the respondents asked for the ability to un-send a message that has already been read

Guidelines to Avoid E-mail Embarrassments

The technology of e-mails is such that you lose control over the content and distribution of an e-mail message as soon as you send it. Here are a few guidelines to avoid potential embarrassments from e-mails.

Be judicious to whom you send e-mail to, and who you copy on e-mails. Use the ‘To’ field to list e-mail addresses of people who need to take action. Use the ‘CC’ (carbon copy) field to list e-mail addresses of people who need to be informed. Do not copy e-mails just to keep other people ‘in-the-loop.’
‘Reply to All’ only if you really need your message to be read by everyone who received the original message.
Always examine the ‘To’ field before you compose a personal reply to an e-mail you received through a mailing list.
Do not forward to any message you received via ‘BCC’ (blind carbon copy.) Reply to the sender only, if necessary.
Ask the sender for appropriateness before forwarding any sensitive information you received from him/her.
Assume that any message that can be misunderstood will be misunderstood. Proof-read the content before you send out e-mails. Read the message from the recipients’ perspective and examine if you can edit your composition to avoid possible misinterpretations.
Never send an e-mail when angry. After composing the e-mail, wait for an hour or two before sending your e-mail. Examine alternate means for relaying your information and closing the communication loop.

Michael Dell’s Email Practice

April 15, 2007 By Nagesh Belludi Leave a Comment

Michael Dell is the founder, Chairman of the Board and Chief Executive Officer of Dell, Inc. [NASDAQ: DELL], a leading computer-hardware business. Michael started his company at age 19 out of a dormitory room at the University of Texas at Austin. Last year, the Forbes magazine estimated Michael Dell’s net worth at $15.5 billion and ranked him ninth in a list of the 400 richest Americans. Michael Dell, currently 41, is the primary benefactor of the Michael and Susan Dell Foundation, a charitable foundation that focuses on children’s education and health programs in the United States, India, and other geographies.

In an essay entitled “Secrets from Successful CEOs,” author and investor Mark Breier identifies Michael Dell’s email communication style. This essay is part of the book “Leading Authorities in Business,” edited by Marshall Goldsmith and James Belasco.

Michael Dell’s Email Practice

Michael Dell understands that the key to email is keeping the exchanges fast and short. He replies to nearly every message in several hours. He raises brevity to an art, never sending a three-word answer when a single word (‘yes,’ ‘no,’ ‘thanks,’ or ‘sorry’) will do. He reduces clutter by copying only those who really need to see a copy, and he delegates ruthlessly via email: “I’m copying Jane Smith on this. She’ll follow up with you by two this afternoon.” Keeping emails fast and short facilitates action—and results.

Call for Action

Email is one of the most efficient—albeit often misused—forms of communication. For higher productivity with your email, focus on these essential steps.

Be as succinct as possible. State the objective of your email in a meaningful subject line. Explain the context and describe what you expect from the recipient at the earliest point in the body of the message.
When replying to emails, include just enough of the thread or any preceding communication to help the recipient understand the context. When attaching supporting material—a report or a project proposal, for example—include an excerpt or a relevant summary in the body of the message.
Copy only those “who really need to see a copy.”
Re-read your composition before sending the message. Anticipate any supplementary information the recipient could use to take action on your expectations. Include additional references if necessary.

Attention to such details during composing emails can help your recipients grasp the intent of your communication and facilitate prompt action and quick results.

Credits: Michael Dell’s photo courtesy of Dell, Inc.

« Previous Page

Effective Communication

Passive Voice Tends to be Indirect and Difficult

Structures of Active and Passive Sentences

‘Grammar Girl’ Promotes Active Voice

Active Voice is Ideal

Concluding Thoughts

Wondering what to read next?

Concept of ‘Inbox Zero’

‘Process to Zero’

Supporting Actions

Concluding Thoughts

‘Facts bridge the credibility gap.’

Call for Action

Wondering what to read next?

Seven Steps to Better Presentations

Pausing While Speaking

How to Improve Pausing in Speaking

Concluding Thoughts

Wondering what to read next?

Preview

Organize

Expand Comprehension

Stay On Top

Concluding Thoughts

Wondering what to read next?

Wondering what to read next?

Mary Kay Ash on the Art of Listening

Call for Action

Wondering what to read next?

Guidelines to Choose between British and American English

Wondering what to read next?

Guidelines to Avoid E-mail Embarrassments

Michael Dell’s Email Practice

Call for Action

Wondering what to read next?