Виктор Плешко, Senior QA Live Nation project (Provectus): "Коммуникация и эффективные письма"

1. Effective Communication
Making Sure Your Messages
are Understood and Acted Upon

2. A word about communication
We hear a lot about it from our managers
since day 1 at work.
They seem touched a lot by this matter. Even
overreacting sometimes.
So what’s the catch?

3. What is the catch?
For you
It get's your stuff done (sometimes even by others )
It get's stuff done the way YOU see it
It get's you respected by others (when properly done and
based on the competency)
When its verbal it can save you from reading senseless
pages of nagging and Ping-Pong in the e-mail

4. What is the catch?
For your manager
He can better understand what happened (amazing, yes?! ).
He can be sure that situation is under your control (or
maybe you need help)
He can collect valuable data that will help build better career
path for you.
Managers work a lot with information. So the better
information quality he gets – the more grateful he is

5. What is the catch?
For your colleagues and team-mates
People always respect the ones who are good in
explanations.
Also they respect ones that have a weighted professional
opinion and can protect it.
People get along better with ones they respect. It’s much
easier to respect person which is easy to speak with.
Foreign colleagues build their image of us by the way we
communicate.
○ As well as we do.

6. Bottom line
Communication is essential tool in our job.
Good skills at it are giving all involved people
(including yourself) a pleasure to work with…
and makes you a clever, professional, on
point and trustworthy person
Communication skills have big influence on
your image and why not, may influence your
performance review and salary revise.

7. Subject Lines are Headlines.
A newspaper headline has two functions:
It grabs your attention
It tells you what the article is about.
Email subject lines need to do exactly the same thing!
For a message that needs a response, you might want to
include a call to action, such as "Please reply by
November 7".

8. Examples
Bad Example
Subject: Meeting
Hi Jim,
I just wanted to remind you about the meeting we have scheduled next
week. Do let me know if you have any questions!
Best wishes,
Mark

9. Examples
Good Example
Subject: Reminder of 10am Meeting Sched. 10/05 on PASS Process.
Hi Jim,
I just wanted to remind you about the meeting we have scheduled for
Monday, October 5, at 10:00am. It's being held in conference room A,
and we'll be discussing the new PASS Process.
If you have any questions, feel free to get in touch.
Best Wishes,
Mark

10. Using EOM Headlines
When you have a very short message to convey, you
can use the EOM, or End Of Message, technique.
This is possible when you can put all the relevant information in the
subject line, followed by the letters "EOM".
This lets the recipient know that he or she doesn't even have to open the
email; all the information is right there.
The subject line is the message!
Example
Subject: 10/5 Meeting, 10am, Conf. Rm. A, On PASS Procedure <EOM>

11. Make One Point per Email
One of the advantages of email compared with
traditional letters is that it doesn't cost any more to
send several emails than it does to send one.
So,
if you need to communicate with someone about a number of
different things, consider writing a separate email on each subject.
If you do want to put several points in an email - perhaps because
they relate to the same project - consider presenting each point in a
separate, numbered paragraph.

12. Examples
Bad Example
Subject: Revisions For Sales Report
Hi Jackie,
Thanks for sending in that report last week. I read through it yesterday
and feel that you need more specific information regarding our sales
figures in Chapter 2. I also felt that the tone could be a bit more formal.
Also, I wanted to let you know that I've scheduled a meeting with the PR
department for this Friday, regarding the new ad campaign.
Thanks!
Monica

13. Examples
Good Example 1
Subject: Revisions For Sales Report
Hi Jackie,
Thanks for sending in that report last week. I read through it yesterday and
feel that you need more specific information regarding our sales
figures in Chapter 2.
I also felt that the tone could be a bit more formal. The report is
going to be read by our Executive Team, and needs to reflect our
professionalism.
Thanks for your hard work on this!
Monica

14. Examples
Good Example 2
Subject: Friday 10/9, 11am Meeting w/PR Dept
Hi Jackie,
I wanted to let you know that I've scheduled a meeting with the PR
department for this Friday, 10/9, regarding the new ad campaign.
It's at 11:00am, and will be in the small conference room. Please let me
know if you can make that time.
Thanks!
Monica

15. Examples
Good Example 3
Subject: 3 Day Return badge on stage
Victor and Vasyl – I have several questions for you, and I’m hoping you’d
be able to answer based on the code that you’ve implemented on TM+
badge on the EDP header.
1. What is the behavior if both the 3-day return and Resale are enabled
for an event?
2. If one of the badges trump the other, how does it know which one
takes precedence?
3. What would happen if the event is not enabled with Resale, and 3-
day return policy is programmed for the event?
Thanks,
Suzanne

16. Specify the Response You Want
Make sure to include any call to action you want,
such as answer on question, prepare some report,
do some investigation, a phone call or follow-up
appointment.
Make sure you include your contact information,
including your name, title, Skype, alternative email
and phone numbers.
Do this even with internal messages.
Remember, the easier you make it for someone else
to respond, the more likely they are to do so!

17. Examples
Bad Example 1
Subject: Proposal
Lynn,
Did you get my proposal last week? I haven't heard back and wanted to
make sure.
Can you please call me so we can discuss?
Thanks!
Peter

18. Examples
Good Example 1
Subject: Checking On Reliable Landscapes Proposal
Dear Lynn,
I just wanted to check that you have received the landscaping proposal I emailed to you last
week. I haven't heard back and wanted to make sure it went through.
Can you please call me by Thursday so we can discuss? This is when our discount offer
expires, and I want to make sure you don't miss it!
The quickest way to contact me is by cell phone.
Thanks!
Peter Schuell, Owner
Reliable Landscaping, Inc.
555.135.4598 (office)
555.135.2929 (cell)

19. Examples
Bad Example 2
Subject: Issue on QA10
Team,
I found some strange behavior. Please see the screenshot attached below.
Thanks!
Peter

20. Examples
Good Example 2
Subject: Footer unexpected behavior during checkout on QA10
Hi Team,
During primary tickets checkout I have observed unexpected behavior of the footer links. Can
someone please take a look at it and let me know whether we need to log bug on it?
For details please see the screenshot attached below.
Thanks!
Peter, eComm QA

21. Be a Good Correspondent
Make sure that you go through your inbox
regularly and respond as appropriate.
This is a simple act of courtesy and will also serve to encourage others
to reply to your emails in a timely manner.
If a detailed response is required to an email, and
you don't have the time to pull together the
information straight away or sender request some
actions from your side (e.g. defect investigation)
Send a holding reply saying that you have received the
message
Indicate when you will respond fully

22. Be a Good Correspondent
How frequently you should check your mail?
This will depend on the nature of your work, but try
to avoid interrupting a task you're working on to
check your mail, simply because you wonder if
something interesting has come in.
Always set your Out of Office agent when you're
going to be away from your email for a day or
more, whether on leave or because you're at
meetings.

23. Tips and Tricks
1. Remember to KISS (Keep it simple, stupid)
2. Skip the Whole Story – Stick to the Facts.
3. Summarize all the most important in the beginning
4. Text Message Trick (SMS)
5. Avoid Excessive Compliments
6. Format your message so that it is easy to read.
7. Put important information in bold
8. Break your text into paragraphs
9. Limit abbreviations
10. Use a simple font and layout

24. Tips and Tricks
1. Don't include your entire team or your boss on
every e-mail you send. Be selective.
2. Don't send large attachments unless absolutely
necessary
3. Don't send e-mail when you're emotional.
4. Don’t write ALL IN CAPS.
5. Don't try to be funny, especially to a mixed
audience.
6. Check your grammar and punctuation.
7. Check also for tone, attitude, nuance, and other
subtleties.

25. Questions?