Lenovo - Writing Effectiveness Lesson 3

For My Clients

100

This type of client could easily get bored with the details:

THE LAYPERSON

200

We often use summaries and bullets for this type of client:

THE EXECUTIVE

300

This type of client is not interested in bottom line details, but instead is focused on specifics, procedures, or process:

THE EXPERT

400

DOUBLE YOUR POINTS!!!!!



In Lenovo's 4 P's,



We ________ before we pledge.

PLAN

500

This client probably does not know as much as you do, and must carry out instructions to be successful.

THE USER

The Process

100

A proposal

A request for time off

Correspondence with a client

A brochure



What is the purpose of these types of communication?

TO PERSUADE

200

An employee review

Meeting minutes / summary

Time / task sheets



These are examples of what purpose for communication?

RECORD / DOCUMENT

300

DOUBLE YOUR POINTS!!!

Spell the city where the Global Headquarters of Lenovo is located.

(Hint: It is in North Carolina, in the United States)

R - A - L - E - I - G - H

400

Name three specific stages of writing.

PLAN, WRITE, REVISE (or EDIT)

500

You are the Senior Manager for a call center.

You would like to make a general announcement regarding recent changes to the organizational structure of the team.

This type of email announcement has what purpose?

TO INFORM

Salutations and Closings

100

DOUBLE YOUR POINTS!!!!

Which closing is the most commonly used in FORMAL business writing?



Best regards,

Thanks,

Thanks very much,

Sincerely,

Yours,

Thanks,

200

When you don't know the name of the person in the Sales Department you are writing to, what could be considered the best practice?



Use "Dear Sir or Madam,"

Use "To Whom it May Concern,"

Use "Dear Sales Team,"

Use "Find out more about who you are sending it to."

1. Use Dear Sales Team, OR 2. Find out more before you write the email.

300

DOUBLE YOUR POINTS!!!



You would like to write a softer, friendly email to Michael Dellenovo, who is a potential customer.

You have met him twice already.

What are two problems with the following salutation?


Dear Mike Dellenovo:

1. You should not abbreviate his name. 2. A colon is not as friendly as a comma.

400

Which of the following is considered NOT a FORMAL CLOSING?

Sincerely,

Cordially,

Respectfully,

Thanks for your help,

Yours truly,

All the best,

1. Thanks for your help 2. Yours truly 3. All the best

500

You are the SDM (service delivery manager) for Lenovo located at a Taiwan outsourced call center.



You are writing a formal email to persuade the call center director to take some actions on a project.



Which ONE of the following is the most appropriate email closing?



Please help,

Best regards,

Thanks for your attention,

Sincerely,

Many thanks,

Kindly,

Sincerely,

Useful Phrases and Situations

100

Which type of communication often builds loyalty, commitment, and enthusiasm?



Announcement of organization changes

Policy Change Emails

Thank you notes

User Manuals and Instructions

Email requests for Holidays

Thank you notes

200

Which of the following is NOT considered a transition word or phrase?


Interestingly, ...

Let me clarify. ...

As a result, ...

Because of this ...

On the other hand ...

Interestingly,

300

Which of the following are NOT good practices for introducing yourself in an email?



Use positive messages to flatter or impress.

Make your point quickly.

Mention your mutual acquaintance.

Make a very brief, relevant introduction.

Use positive messages to flatter or impress (INGRATIATE).

400

When *Responding to a Request* for something, what is NOT considered appropriate?



Reply with an explanation to ensure clear understanding.

Explain what you are replying to in the second or third paragraphs.

If you cannot provide the answer, then provide an alternative or suggestion.

Use a brief, casual, non-customer service tone.

Waiting until 2nd or 3rd paragraph, and Non-customer service tone.

500

Which is not appropriate when *Announcing a Policy Change*?



Clearly describe the policy and explain why it is necessary.

If this is a policy change, make it clear how the new policy differs from the previous one.

Use an lengthy general subject line to attract attention.

Explain to customers how they will benefit.

Tell customers where they can get their questions answered.

Use a lengthy and general subject line.

It's hard, but SURPRISE ME!!!

100

When planning to write, what is NOT considered to be the very FIRST things to consider?



How do I write a clear subject line?

Who should I write to?

Why do I need to write?

Which fonts I should use?

Why should my client read it?

Subject line AND Fonts

200

DOUBLE YOUR POINTS!!!

Lenovo Product Question!

What is the highest E-series product number level on the Lenovo website?



E325

E420

E425s

E520

E600

E520

300

In Six Sigma, what tools are usually NOT used in the *DEFINE* PHASE?



IS/IS NOT scope tool

Fishbone (Ishikawa) Diagram

Control Charts

SMART Goal Statement

Critical Scope

Fishbone Diagram and Control Chart

400

*WITHOUT* looking online....



Name ONE of the primary customer contact numbers for Lenovo on the company home page.



www.lenovo.com.cn

8008282008(座机) 4008222008(手机)

500

You are a global project manager who manages global quality and standardization. You are writing to persuade James Wu, Senior VP (who was an ex-hardware engineer) to invest one more FTE into your project team.


Which of the following is considered appropriate in your writing?



Using, "Jim:" as the salutation

Mentioning the Cost and Benefit

Using bullet points

Using, "I am writing to request a favor."

Using or attaching supporting details at the end of the
email

Starting with a brief summary

Using, "Best regards," as the closing

Cost and Benefit, Bullet Points, Attachments, Brief Summary