Effective Email Communication Skills

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Dell ConfidentialDell Internal

Principles of Effective Email

CommunicationsSharing Information In A Winning Culture

Global Executive Learning

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Agenda

Introduction Activity

Objectives

Process for building effective emails

Good email Frameworks and Examples

Individual Action Planning

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Introduction Activity

What percentage of time do you spend on emails everyday?Are they effectively helping you with your tasks?

Think of your most effective, impactful emails.

Describe why it was a success in 2-3 words?

Think of your most ineffective, non-impactful presentation.

Describe why it was a unsuccessful in 2-3 words?

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Objectives

Build crisp, focused and efficient emails.

Audience

Gain an understanding of different ways for receiving information.

Consider the implications for developing effective emails.

Message

Introduce a process that will assist construct & deliver effective emails.

Know different tools & resources available to managers (i.e. Answer First).

Understand the ways to evaluate & improve email effectiveness.

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Email Development Flow

Purpose:

Type:

KeyFactors:

Decision Making Build Consensus

Get Approval

Take Action

Information Sharing

Update Highlight Issues and Trends

Provide vital information

Establishing priorities

Assigning responsibilitiesAllocating resourcesAlignment

What outcomes we seek?

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The content framework

Decision Making Information Sharing2 Types:

Examples:

Presentation Methodology:

-New Product Proposal

-Business Proposal

Answer First

- Program Status sharing- Meeting minutes

HighlightsLowlights

TrendsKey Learnings

Good/Better/Best

Recommendations

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Decision Making Model:Effective at DellAnswer First

State your answer/point first then build your case!

Form an answer from experience, intuition and fact; tell the outcome first.

Create meaningful discussion and explain logic up front.

Tell the listener why they should agree, care, act.

Point

Case

Argument 1 Argument 2 Argument 3

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Email Examples

KCA Situation Issues and Actions.htm.msg

RE FUNNEL Defintions and PERFECT SALES DAY.msg

EBC Visits and Acquisition focus.msg

Good

cquisition Update - getting everyone on the same page as we roll out Q2 planning.ms

RE Weekly Team Report-Wk4.msg

FW PAD INITIATIVE - DETAIL DISCUSSION.msg

About Rachel.msg RE LOB Expansion - DT.msg

Bad

Decision MakingInformation Sharing

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Call To Action

Within the next two weeks:

Review the material from todays session, describe greatestlearning or biggest aha in 2-3 words.

Find one bad email on each type you did in the past 30 days

Re-work on it

Share them together with what you have learned with youmanager and team

Seek and provide feedback (positive & constructive).

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Back up

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Decision Making Model:Why Answer First Approach is Preferred

Enables a Powerful Reasoning Model

Builds a Compelling Business Case/Message

Conveys necessary information completely

Provides universal and consistent language

Leverages audiences time

Compels action

Facilitates Mastery of Command Skills

Elicits desired listener expectations, engagement and response

Enhances presenter credibility and influence.

Be viewed as a WINNER, a LEADER!

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Information Sharing/Ops Review Model

Highlights and Lowlights

Make the slides simple, with a clear so what

Limit the amount of data per slide

Use only data/facts, and charts to prove your points.

Summarize the point (main takeaway) in a tagline on every slide

Trends & Key Learnings

Highlight key points from the data

Provide a summary of lessons learned

Next Steps

Have needed actions already lined up

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Tips on building Content

Key Tips

1. Be clear of your intent.

2. Plan how you will tell your story and organize your information accordingly. Communicate your intent at the onset. Let your audience know what you expect to accomplish, or want from them. Explore if your issue has been addressed before at Dell. Identify the most contentious points. Focus content on what they want to know, not what you want to tell them. Frame the issues in terms of:

decisions to be made,

actions to be taken, and,

the resulting benefits to the business.