I. Responding for Results.
A. Addressing the "real" issues.
B. Determining the desired outcome.
C. Working towards a solution.
D. Preparing the response.
II. Breaking Old Habits in Written Communications.
A. Positive openings.
B. Writing for the reader.
C. Closing for positive action and follow up.
III. Word Impact.
A. Choosing positive action words.
B. Eliminating "trigger" words.
C. Communicating the "you" attitude.
D. Escaping the "them" and "us" tone / approach.
E. Paying attention to your intention.
IV. Updating Your Written Communications.
A. Letters, Emails, notes & memos.
B. Readability index.
C. Getting and keeping attentiveness.
D. Challenge vs. chore.
V. Follow up.