Business Writing with Heart

Book excerpt: Write your way into successful, lasting work relationships. Writing is the lifeblood of career success. This book shows you how to write with heart--to use language and messages that connect with others at work, building relationships that help you achieve your goals. You have coworkers, clients, or customers you rely on to contribute to your success, and you may write to them more often than you talk or meet. Your written words must carry your messages, sometimes in tense and awkward situations. This book shows how to choose words that convey your meaning while developing and sustaining your relationships. If you are a leader, team member, sales or customer service rep, entrepreneur, or any professional who communicates in writing, this book helps you support positive relationships in every message. Whether you write to the assistant in the next office or the partner on the other side of the globe, you can communicate in ways that build trust, respect, and solid connections with others. Find out how to: --Make small changes in your emails to reinforce relationships rather than weaken them. --Share bad news, constructive feedback, apologies, and reminders in ways that reassure readers and create goodwill. --Say no to requests clearly and firmly without alienating or embarrassing others. --Respond to angry or tactless messages while preserving your reputation and the relationships that matter. --Communicate confidently even when the words don't come easily, using the model wording, letters, notes, and emails in this book.