10 правил ділової переписки з нової книги Ільяхова та Саричевої

Автори бестселлера «Пиши, сокращай» видали ще одну корисну книжку — «Новые правила деловой переписки». З сьогоднішнього дня її можна придбати в Yakaboo. Ми вже встигли її прочитати і активно користуємось порадами Максима Ільяхова та Людмили Саричевої у роботі. Блог Yakaboo виділив 10 порад з цієї книги, які нам здаються найбільш корисними. 

Пишіть так, щоб отримувачу було зручно. Піклуйтесь про нього

Тема листа має бути інформативною. Чітко вказуйте в темі задачу (або назву прикріпленого документа, тощо) та дедлайн. Наприклад, “стаття про котиків, вичитати до четверга” або “звіт відділу маркетингу за вересень”. Якщо у вас кілька принципово різних питань — пишіть окремими листами. Якщо це кілька питань, що стосуються однієї теми – розділяйте питання абзацами та нумеруйте їх. Так отримувачу буде легше відповісти на лист та зрозуміти, що від нього хочуть. 

Позбавляйтесь “води” і не перевантажуйте текст зайвою інформацією. Пишіть чітко, структуровано і зрозуміло. 

Якщо вам щось потрібно від адресата і ви зацікавлені, щоб він відповів, намагайтесь зробити за нього якомога більше роботи, допомогти йому

Наприклад, якщо йому потрібно надіслати вам якісь дані, створіть таблицю, внесіть у неї назви рядків та вже наявну інформацію, щоб адресат міг тільки занести в неї свою частину інформації. 

Якщо вам треба узгодити зображення, вставте фото прямо в текст листа, а не прикріпляйте додатком — так адресат не витрачатиме зайвий час на те, щоб скачати файл, відкрити його і побачити. Файл у повному розмірі, при необхідності, продублюйте у вкладенні, або у вигляді посилання на архів. 

Не пишіть «десь там в загальній папці є папка, там має валятись потрібне фото», а знайдіть цю фотографію і прикріпіть до листа. 

Чим сильніше ви спростите задачу отримувачу вашого листа, тим більше шансів, що він відповість швидко і з задоволенням, а не відкладатиме ваш лист на останній момент. 

Визнавайте свої помилки, вибачайтесь і пропонуйте план вирішення

Якщо ви забули вчасно попросити якісь дані і вам треба отримати їх терміново, не перекладайте свої проблеми на адресата, вимагаючи у нього негайної відповіді, навіть якщо він ваш підлеглий. Чесно зізнайтесь, що забули, чи не змогли, вчасно запитати інформацію, і попросіть вас виручити. Людині буде приємніше вам допомогти, ніж терміново виконати раптове доручення. 

Якщо затримка була з вашого боку, запропонуйте варіанти вирішення проблеми та допомогу. Наприклад, «Олено, я вчора забув попросити у тебе дані для звіту. Чи можеш ти мене виручити і швидко їх надіслати? Можу попросити програмістів зробити виписку, щоб у тебе були вихідні дані». Погодьтесь, це значно краще ніж «Олено, пришли дані для звіту, у тебе дві години». 

Не намагайтеся «залізти в голову»

Фрази на кшталт «ви закохана у свою справу людина, тому легко впораєтесь з цим», «ця задача — серйозна битва, які ви так любите». Автор таких висловів ніби хоче запрограмувати людину на хороше ставлення до завдання та мимохідь зробити їй комплімент, натомість це тільки дратує. У діловій переписці не прийнято робити висновки за адресата. Будьте відвертими і прямо пишіть, що треба зробити, і чому це треба зробити у певний термін. Наприклад, «Будь-ласка, напиши цей текст до завтра, бо ми можемо втратити крупного клієнта» замість «Ти любиш швидко писати тексти, тому маєш впоратися до ранку». 

 

Давайте оцінку роботі, а не людині

Не пишіть «Таке рішення пропонують тільки нерозумні люди» чи «Тільки недалекоглядна людина могла написати такий текст, вам треба ще повчитись». Натомість краще оцінюйте саму роботу: «Така фотографія нам не підходить», «Текст потрібно скоротити і переписати з меншою кількістю епітетів». Також, коментуючи чужу роботу, краще говорити про власні оцінки. Не «це складний текст», а «я не зрозумів, що тут написано», і в жодному разі не «ти пишеш погано». А ще краще відштовхуватись від наслідків: «Якщо ми це опублікуємо, на нас подадуть до суду». 

Не пишіть «заздалегідь вдячний/а»

Це дратує і сприймається, як маніпуляція. Якщо людина дякує наперед, то вона наче має на увазі, що раз вона вже вам подякувала, то у вас немає права відмовитись. Автор наче ввічливий, але насправді він намагається примусити адресата щось зробити. 

 

Якщо йдеться про зустріч, інтерв’ю чи нараду, по можливості вказуйте, скільки часу це може зайняти

Так людині буде легше планувати свій час.

Ніколи не пишіть листи на емоціях

Просто не треба. Нічого хорошого з цього не вийде. Перечекайте, коли емоції стихнуть, або не пишіть, а дзвоніть — по телефону легше не наговорити одне одному зайвого. 

Не пишіть шаблонні фрази

«Піклуючись про Вас та Ваш бізнес», «Доброго часу доби», «З надією на подальшу співпрацю», «Просимо вибачення за незручності». Це дратує і виглядає нещиро. 

Не будьте неохайними в переписці

Велика кількість одруківок, ігнорування великих букв та розділових знаків, занадто «розмовне» формулювання речень — це все справляє враження неповаги до колег. Не шкодуйте часу на те, щоб сформулювати закінчене зрозуміле речення.  

Тетяна Гонченко
Маю в житті чотири пристрасті: журналістика, подорожі, література і котики. Тож багато пишу, багато їжджу по світу, багато читаю і маю двох котиків. Зрештою, ці сфери тісно пов’язані: хороший журналістський текст – це теж література. А книги – це ще один спосіб подорожувати. Котики ж прекрасні самі по собі. Веду телеграм-канал про книжки: http://t.me/npzbvnkngchtn
https://www.facebook.com/atanoissapa

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