By: Saurabh S Sawhney(2 Days Workshop)

The word ‘Communication’ is derived from the Latin word ‘Communicare’

Which means ‘to make common, to share, to transmit or to impart’.

Thus communication can be considered as process that involves the transfer of information, ideas, emotions, feelings etc. between people.

‘Business Communication differs from other types of communication, not by its means of communicating but by its objectives’

Business Communication vs. External Customers

Business communication

Its all about:

MarketingBrand managementCustomer relationsConsumer behaviorAdvertisingPublic relationsCorporate CommunicationCommunity engagement, Reputation management,  Interpersonal communication

Why Study Communication?The Only Completely Portable Skill

You will use it in every relationshipYou will need it regardless of your career

pathThe “Information Age”

The history of civilization is the history of information

Language and written documents facilitate the transfer of information and knowledge through time and space

Why Study Communication?Your Quality of Life Depends Primarily on

Your Communication SkillsYou Cannot Be Too Good at

CommunicationPeople Overestimate Their Own

Communication Skills

We Want Others to Change

Perception Can Be Tricky

Communicating MeaningPhysiology & Appearance:55 percentParalanguage: 38 percentLanguage: 7 percent

Personal ProfilesAchieverCommunicatorSpecialistPerfectionist

C

SP

A

Profile CharacteristicsAchiever

Likes to set goals, challenge the environment and win.Sees life as a competition.

CommunicatorLikes to achieve results by working with and through

people.Finds more enjoyment in the process than in the results.

SpecialistLikes to plan work and relationships.Finds enjoyment in knowing what to expect.

PerfectionistEnjoys jobs requiring attention to detail.Complies with authority and tries to provide the “right”

answer.

Business Communication

The Medium

The MediumHow the communication is to be madeImportant to select an appropriate

medium for the message:Need to consider the needs of the sender,

the nature of the receiver and the aims of the communication

Inappropriate medium can be a barrier to effective communication

Value

ValueVast majority of problems in business are

caused by ineffective communication in one form or another

Businesses essentially human focused organisations

Value of good communications therefore inestimable

To Whom?

To Whom?Who the communication is aimed at

is an important factor:The nature of the medium and the content

may depend on who it is aimed atNecessity of being sensitive

to the receiverShould communication be formal

or informal?E.g.

To WhomE-mail communication:

Does it need to adhere to normal rules of spelling, punctuation and grammar?

Is it appropriate to use text speak? Is this OK 4U or is txt 1 stp 2fr?

Are there different rules for different situations?

How do you know what the receiver expects?What damage can be caused by inappropriate

e-mail messages?

Type

Type of message may be an important factor in determining the medium, content, approach, etc.

Good news?Bad news?Information?Instruction?Each of the above may require a different

approach and a different medium.

The Message

The MessageWhat is the communication designed to

achieve? This needs to be considered carefully to

judge the best method of delivery and to judge the effectiveness of the feedback as to whether the message has been successful.

Role of ICT

Role of ICT (Information & Communication Technology)

ICT has brought many advantages but also has its limitations:It enables speedy communicationIt can be cheap and save on costs (e.g. Video

conferencing)It can be expensive in hardware requirementsIt can seem impersonalIt can be abused

Barriers

BarriersAnything that prevents successful

communication from occurringComplex and multi-layeredCan be technical or generated

by the medium used, etc. but:Main problem is human behaviour and

psychology, e.g.

Emotional InterferenceA significant factor influencing successful

communicationEmotions - anger, frustration, happiness,

enthusiasm, need to be defensive, desire to be assertive, etc.

Body language – says far more about communication than we ever realise!

(Nonverbal Behavior)

Introduction Body Language is the unspoken

communication that goes on in every Face-to-Face encounter with another human being. It tells you their true feelings towards you and how well your words are being received. Between 60-80% of our message is communicated through our Body Language, only 7-10% is attributable to the actual words of a conversation.

What is body language?

The gestures, postures, and facial expressions by which a person manifests various physical, mental, or emotional states and communicates nonverbally with others.

Basic groups of body language

There are two basic groups of body language postures:

OPEN/CLOSED and FORWARD/BACK

The posture groups combine to create four basic modes

They areResponsiveReflectiveCombativeFugitive

Responsive

In responsive mode, OPEN/FORWARD the person is actively accepting.

Interpretation types - EngagedEagerReady to agree

Examples…Engaged

Leaning forward Open body Open arms

Eager (Sprint Position) Open legs Feet under chair On toes

Ready to agree Closes papers Pen down Hands flat on table

Reflective In reflective mode, OPEN/BACK, people

are interested and receptive but not actively accepting.

Interpretation types - ListeningEvaluatingAttentive

Examples… Listening

Head tilted Lots of eye contact Nodding High blink rate

Evaluating Sucks glasses / pencils Strokes chin Looks up and right Legs crossed in 4 pos. ( Ankle on knee )

Attentive ( Standing ) Arms behind back Smile Open feet

Combative In combative mode,  CLOSED/FORWARD,

there is active resistance

Interpretation typesDefiant Lying Let me speak Aggressive

Examples…Let me speak

Finger tapping Foot tapping Staring

Aggressive Leaning forwards Finger pointing Fist clenched

Defiant ( standing ) Hands on hips Frown

Lying Touches face Hands over mouth Pulls ear Eyes down Glances at you Shift in seat Looks down and to left

Fugitive

In fugitive mode, CLOSED/BACK, people are trying to escape physically through the door or mentally into boredom.

Interpretation typesBored Let me goRejection Defensive

Examples…

Bored Staring into

space Slumped posture Doodling Foot tapping

Let me go Feet towards

door Looking around Buttoning jacket

Rejection Sitting / moving back Arms folded Legs crossed 11 pos ( Thigh on knee ) Head down frown

Defensive ( Standing ) Feet pointing in Hands clenched

Conclusion Knowing how to read body language is a

useful communication skill. So one should know how to use it. It might help us in a cracking a business deal, that crucial meeting, the business function, or that special date!

Generally, people retain10% of what they READ20% of what they HEAR30% of what they SEE50% of what they SEE and HEAR70% of what they SAY90% of what they SAY and DO

Feedback

Trans. 15-4

Sender Encoding themessage

Message Decoding themessage

Noise

Receiver

Business Communication Process

Business Communication GoalsReceiver UnderstandingReceiver ResponseFavorable RelationshipOrganizational Goodwill

Sender is responsible for these goals.

Say what you are going to say, say it, then say what you have just said.

Parts of a presentationIntroductionBodyConclusionQuestions

Guidelines for Effective IntroductionsAlways prepare your openingTell people what the presentation is aboutKeep the opening short and simpleOnly use anecdotes that are relevantUse caution with personal experiencesStay away from inappropriate humor

Guidelines for Effective ClosingsAlways prepare a closingAlways restate the main point, and, perhaps,

the key supporting pointsSay clearly what happens nextIf appropriate, make a call to actionThank the audience

10 common presentation mistakes (and suggestions for avoiding them)

#1 Accepting an inappropriate invitationpersonally decline, retain opportunity for

company#2 Neglecting to research the audience

take the time to find out who you are talking to

What you should know about your audience

How large is the audience?What are the audience members’ relevant

characteristics?Why are people attending?What are the audience’s specific needs,

interests, and concerns?How much do people already know?How are people likely to respond to your

message?

10 common presentation mistakes (and suggestions for avoiding them)

#3 Procrastinating, then punting.Do not try to organize your talk and create

your slides simultaneously. #4 Getting a late start.

Always plan to arrive early for your presentation.

10 common presentation mistakes (and suggestions for avoiding them)

#5 Assuming all projectors are the same.Be sure you know the equipment or bring your

own.#6 Failing to heed Murphy’s Law

Always assume the equipment will NOT work.

10 common presentation mistakes (and suggestions for avoiding them)#7 Backing up to the wrong media

Check your back-up media before leaving for your presentation.

#8 Telling tasteless or offensive jokesA greater awareness of your audience can

determine if they will find your sense of humor funny or offensive.

10 common presentation mistakes (and suggestions for avoiding them)

#9 Relying on the World Wide Web live Web connectionCreate a copy on your hard drive.

#10 Having too little to sayBe prepared!

Tips on PowerPoint PresentationsAlways use a title slide. Put it up about five

minutes before your presentation begins. The presentation should set the tone of the

message. If you are sharing good news, your

presentation can use a lot of fun art, audio and video. If you have bad news, stick to the points.

Tips on PowerPoint Presentations

Keep the presentation look simple. You don’t want to distract from the content of the slide/presentation.

Keep a consistent look from slide to slide.Create high contrast between the

background and the text.Consider creating a company specific

background for sales presentations.

Same slideKeep it simple. You don’t want to distract

from the content of the slide.Be consistent from slide to slide.Create high contrast between the

background and the text.Consider creating a company specific

background for sales presentations.

Tips on PowerPoint Presentations

One of the significant advantages of using presentation software packages is that you have access to color. Use it wisely and judiciously.(cont)Use complimentary colors together.Never use red and green together unless you

want your audience to think of Christmas!

Tips on PowerPoint Presentations

One of the significant advantages of using presentation software packages is that you have access to color. Use it wisely and judiciously.Keep it simple and consistent.Use no more than five colors for charts or

graphs.Choose no more than two colors for text.Be careful with the use of red because the eye

will naturally go there first.

Same slide

One of the significant advantages of using presentation software packages is that you have access to color. Use it wisely and judiciously.Keep it simple and consistent.Use no more than five colors for charts or

graphs.Choose no more than two colors for text.Be careful with the use of red because the eye

will naturally go there first.

Tips on PowerPoint PresentationsLimit your bullet points to three or four

items.Try to have no more than 24 words on any

one slide.Be careful when using abbreviations,

acronyms, and special phases on your slides. Explain them quickly or you lose your audience.

Tips on PowerPoint PresentationsFonts are like colors, just because you have a

lot of them to choose from you don’t have to use them all! No more than two or three per slide.

Be consistent from slide to slide.Don’t overdo the use of italics, bolding and

shadows and like e-mail, do NOT use all caps.

Same slide• Fonts are like colors, just because you have a

lot of them to choose from you don’t have to use them all! No more than two or three per slide.

• Be consistent from slide to slide.• Don’t overdo the use of italics, bolding and

shadowsshadows and like email, DO NOT USE ALL CAPS.

Tips on PowerPoint PresentationsIt is important to explain how to read your

chart or graph as soon as you put it on the screen.

Do not say anything important within ten seconds of putting up a chart. People won’t be listening, they’re too busy figuring out the chart.

Tips on PowerPoint PresentationsHave a final slide that lets the audience know

that the presentation is over.

THANK YOU…(End of Day1)

How We Communicate• CVs, Resumes• Email, Web site, FAQs • Letters, Newsletters, Brochures, Articles,

Catalogs• Advertisements, Notice Board, Pamphlets,

Signs, Press Release• Presentations, multimedia, talks• Reports, Manuals, Proposals

Which Reports?

Annual Reports

Sales Reports

Feasibility Reports

Inspection Reports

Audit Reports

Progress Reports

White Papers

Technical Writing Reports

ProposalsUser ManualsTechnical ManualsWhite Papers

Classification of ReportsFormal Reports and Informal ReportsInformation ReportsAnalytical ReportsRecommendation Reports

5 Steps to Report Writing

1. Define the problem2. Gather the necessary information3. Analyze the information4. Organize the information5. Write the report

Anatomy of a ReportCover PageTitle PageLetter of TransmittalTable of ContentsList of IllustrationsExecutive SummaryReport BodyAppendices

74

Report BodyIntroduction

Purpose and Scope;Limitations, Assumptions, and Methods

Background/History of the ProblemBody

Presents and interprets dataConclusions and RecommendationsReferences or Works CitedAppendixes

Interview transcripts, questionnaires, question tallies, printouts, and previous reports

75

Sales ProposalBudgetObjectivesStrategy and TacticsScheduleResultsClosing

76

Document DesignUse no more than 5 fonts.Use no more than 5 colors.Use glossy paper.Use white space.Use templates.Use parallelism.Avoid double emphasis.

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Making Messages EffectiveClear

Complete

Correct

Save reader’s time

Build good will

79

PAIBOCPurpose

Audiences

Information

Benefits

Objections

Context

80

Communicate across CulturesGenderRace and ethnicityRegional and national originSocial classReligionAgeSexual orientationPhysical ability

81

Bias-free CommunicationManagers and their wives will…Managers and their spouses will…Manpower – PersonnelManhours – Hours or working hoursManning – StaffingWorkman – Worker, employee, writerChairman – Chair, chairperson

82

Letter ContentsReference, Date, Address, Salutation, Subject

(B/A), Body, Complimentary Close, Enclosures Dear Mr Saurabh:Sincerely, and Cordially,Open (Dear Saurabh) and Closed (Dear Saurabh:)

Second Page – Reader’s Name, Date, Page Number

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Formats for Letters and MemosOpen and closed punctuation

Full stops at end of addressesFull stops in abbreviations (am/pm)

Block and Modified BlockDate and Signature

Subject Line – Optional

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Minutes of the MeetingDecisions ReachedAction ItemsOpen Issues

85

Body of the EmailBriefImportant points at the topBullets and numberingEmphasize (NOT)HTML (letterhead)All rules of good writing

86

Mailing ListsYour boss could be reading!Posts are archived.Avoid using company email address.Avoid conversations (one liners).Do not rush to lists.

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Covering LettersBrief

3 paragraphs, bulletsFocus on

Major requirementsDifferentiators

ResearchWeb, friends, colleagues

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Tip:

Do not plead.

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Netiquette = E-mail & Internet Etiquette

E-mail message - No nonverbal expression to supplement what we are “saying”.

Normal communication takes into account tone of voice, gestures, and proximity

Since this is absent – be very careful with email

90

NetiquetteNever flame.Use FULL CAPS only to emphasize a word or

two.Send messages on a need basis.Recipient’s work practice (one long or

several short messages)Quote briefly (B/A) while replying. Attachments

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Email Contacts Organize contacts by first and last name Makes you much more efficient and

professional

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Email Length?Brief and to the pointPreferably one pageReaders should not have to scroll

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ContentNever use ALL CAPSWatch for typos Use normal capitalization and punctuationUse correct grammar & spelling Avoid long sentences

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Replying Return emails in the same day that you

would return a phone call

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Subject LinesAlways use a subject line Make the subject line meaningfulExample: “April 22 production team meeting

agenda” instead of “meeting”

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SignatureAlways use a signature or name at the endIncludes alternate means of contacting you

97

Wording?Use active words instead of passive

98

Privacy? Emails = public documents Only include those statements in email that

you can openly defend

99

Attachments Attachments: Title needs to make sense Large attachments??

100

Flaming? Never “flame” someone. Flaming = virtual term for venting emotion

online or sending inflammatory emails.

101

Sensitive Issues? Never send an email about sensitive

subjects. Examples:

Disciplinary action Conflicts about grades or personal

information Concerns about fellow co-workers complaints

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Reply All?? Be very careful

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Impressions?How you conduct yourself on the telephone =

face-to-face interactions

105

Guessing Game?Identify yourself, office or organization in as

few words as possible

106

Tone Cheerful and considerate attitude toward

each telephone caller. Smile when you answer or talk on the

phone ***It will show on the other end.

107

Identification?Give your name when the telephone is

answered, before asking for the person you are requesting

108

ConsiderateKeep business conversations to the point

109

Holding??? Do not keep someone on hold more than 30

seconds.

110

Leaving a message!Always leave your phone number if you ask

someone to call you backEven if you think they have it

111

Listening Well!!Listening is essential whether in person or on

the phone

112

Call Me Back!!!Always return your calls on the same day

113

Timing? Think about the time when making a phone

call. Not acceptable to call someone before 7-8

a.m. and after 8:30-9 p.m.. Avoid meal times

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Opps!Never hang-up when you realize you have a

wrong numberApologize and then hang up

115

Message Taking When taking a message

Indicate the time & date of the call Caller Information Phone number Person taking the message Ask for correct spelling if necessary

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Never – ever!Never – eat, drink or chew gum on the phone

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Can you hear me now? Maintain at least a 10 foot zone from

anyone while talking.

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Never talk here Elevators Restaurants Meeting Halls Board Rooms Auditoriums Lobby areas of Hotels Other enclosed Customer spaces

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Emotions Don’t have emotional conversations in

public – ever.

121

Language – yes I can hear you too!

Watch your language & tone of voice Others are watching and getting

impressions of you

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Ring Tones!! Don’t use loud and annoying ring tones

123

Personal vs. Business Never take a personal call during a

business meeting.

124

If you have too If you must answer a cell phone in a public

setting, answer and tell the person to hold a minute while you remove yourself from the room.

125

Manner Mode Always keep your phone on manner mode

when in a public event such as a convention or meeting.

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THANK YOU… (End of Day2)