COMMUNICATING EFFECTIVELY

CONTENTS

What is Communication? Think before you Communicate Effective Communication Communication-Lifeblood of any Organization Communication Process Listening- A part of Communication Process The Listener Factors Learning to Listen 7 C’s of Effective Communication The Receiver Factors Email etiquettes Professional Phone & Intercom etiquettes Mobile phone etiquettes

What is Communication?

Communication is simply a two way process of exchanging ideas, information of transmitting, verbal & non-verbal messages

Think before you CommunicateBefore Communicating ask Yourself:o What is the main purpose /aim?o Who will receive it?o What is the likely attitude of the listener?o How much does he need to know?o Is my timing right?o What is the main subject?o Are the major points clear?o Is there any ambiguity?

Effective Communication leads to:o Higher Productivity & Job Satisfactiono “We come ALIVE”o We gain at work, at home & in the societyo At Work : Job becomes more interesting,

meaningful and rewardingo At Home : Family life becomes fuller, richer

and happiero Socially Life takes new dimensions, one looks

for new challenges

Communication-Lifeblood of any Organizationo Its main purpose is to effect change to

influence action

o It is an attempt to affect a transfer between minds

o It is an integral part of Management and involves an exchange of facts, feelings and information by two persons and provides means of putting the personnel into action in an organization

Communication Process

Sender’s mind

Receiver’s Mind

Mouthmessage

Feed back

BARRIERSCOMMUNICATION

EXCHANGE OF MIND

Listening – A part of Communication Processo Listening must be learned;o It does not develop naturally; nor is it an

automatic response.o Listening requires concentration with full

attention directed toward speakero Listening requires an open mind; avoiding

hasty evaluation of content and over reaction to the delivery of the speaker.

o Listening require “Comprehension”;o “Grasp of ideas”, Adjustment of thoughts;

“Speed” Because average person can think at least 4 times faster than he/she can speak

The Listener Factors Be sensitive to the world of the person who will receive

the message. Identify and maintain the dignity of the listener Try not to offend the ego of the listener Try to resolve conflicts through informal talks Do not assume Do not believe in hear say and try to get facts Try to recognize the interests and attitude of the listener Accompany words with consistent action Find out what the audience wants Emphasize the ideas of greatest interest to your

audience Make your information acceptable Make people comfortable and allow them to identify with

you

Learning to Listen

The two-way nature of communication- so that both sides understand each other -is widely ignored

Listening techniques are vital, since how you listen conveys meaning to the other person and helps to make the exchange successful

7 C’s of Effective Communication Completeness

Conciseness

Consideration

Concreteness

Clarity

Courtesy

Correctness

The Receiver Factors

One must be sensitive To The World Of The Person Who will Receive The Message

Identify & Maintain the Dignity Of The Receiver

EMAIL ETIQUETTE'S

EMAIL ETIQUETTE'S Be sharp and to the point - Messages should be

concise and to the point. No long stories and description. Don't forget that there are people who receive hundreds of messages.

Salutations - Right salutation in right mail. How do you open your email: Dear Sir, Dear Mr. Misra etc? So the right words at right place do give a good impression of your courtesy and understanding.

Subject Line – All messages should have clear and specific “Subject Lines” that

Describes the message content Specifies if there are any actions required & due

dates Mentions clearly who the message is for

EMAIL ETIQUETTE'S Using HTML and Formatting - Its good if you use

HTML tags and formatting, as you can fancy your email, but remember that other side must also have same email client which can support the HTML and formatting, otherwise it will be utter gibberish and vague.

The legacy of punch card - Don't type words more than 80 characters in a line. If you do not have this facility of word wrap, don't forget to HIT ENTER after 80 characters.

Threads - So what after first email has been sent? How will I start the conversation next? Shall I write a new mail? Answer to all the questions is - NO, don't ever write a new mail. Start from the reply which you receive, read what other person has written to you, providing link to both the people for their next round of talks. Bravo, you have done it!!!  

Poor Usage Example

No Subject Line..???No Subject Line..???

Poor Usage

Action required and Key points are hidden in the message.

EMAIL ETIQUETTE'S Remember....

1. Be concise and to the point 2. Answer all questions and pre-empt further

questions 3. Use proper spelling,  grammar and punctuation

where needed 4. Use templates for frequently used responses 5. Answer swiftly 6. Do not attach unnecessary files 7. Do not overuse the high priority option 8. Do not write in Capitals 9. Read the email before you send

EMAIL ETIQUETTE'S 10. Do not overuse “Reply to All”11. Be careful with formatting and HTML 12. Do not forward chain letters, without requesting

delivery and read receipts 13. Do not ask to recall a message or attach a

message without prior permission 14. Never use email to discuss confidential issues 15. Use meaningful subject avoiding URGENT or

IMPORTANT 16. Use active instead of passive 17. Don't ever forward any junk mail 18. No Outlook Templates or “pretty stationary”

when sending/replying messages

PROFESSIONAL TELEPHONE & INTERCOM ETIQUETTES

Often a client's first contact with a business is by phone. The following guidelines will help to make the first impression a good one. Most of this etiquette can be used in personal conversations as well as at the office. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.

ANSWERING CALLS1. Greet the Caller. Say “Good Morning”

2. Identify yourself and the company or person for whom you are answering and say, "How may I help you?"

3. Offer assistance in the absence of others--say, "She is not in today, perhaps I can be of assistance".

4. Do not make commitments for others-say, "I'll give him your message when he returns," rather than-"He will call you as soon as he returns".

5. Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information.

TRANSFERRING CALLS1. Explain the reason for the transfer- ("Let me

connect you with Mr. Sharma in that department). Use the name of the person you are transferring to whenever possible.

2. Know the transfer instructions for the telephone system so that you do not cut off your caller!

QUALITIES OF A GOOD VOICE1. Distinctness

2. Pleasantness/warmth

3. Vitality

4. Naturalness

5. Expressiveness

6. Lower, mellow pitch

TIPS FOR CREATING A GOOD IMAGE1. Use basic phrases of courtesy--"May I help you?,

Please, Thank you, You are welcome."

2. Use standard, accepted business phrases.

3. Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye".

4. Do not chew gum.

5. Do not slam the phone or cut off abruptly.

6. Keep your promises.

7. Smile while speaking. People can "hear a smile" over the phone!

ACKNOWLEDGEMENTS-SUGGESTED RESPONSES TO QUESTIONS OR COMMENTS1. "Thank you, I'll check." or "I'll see."

2. "Yes ma'am/sir."

3. "One moment please, I'll find out."

4. "Yes, you may."

REPORTS TO CALLER1. "Mrs. Soni is on another line, will you wait,

please?"

2. "He is away from his desk, may I take a message."

3. "I'm sorry, Mrs. Mukherjee is out of the office, may someone else help you."

4. "Ms. Thakur is in the Trust Department, one moment please, I'll transfer your call."

5. "I'm sorry to keep you waiting."

OBTAINING THE CALLER'S NAME1. "May I tell Mr. Gupta who is calling, please?"

2. "May I say who is calling, please?"

3. "May I have your name, please?"

OBTAINING THE CORRECT INFORMATION1. Always repeat and read back messages for

accuracy.

2. "Will you spell the name, please?"

3. "Will you repeat the number, please?"

4. "The correct spelling is P-R-E-T-T-Y?“

5. "The correct number is 5-1-1-6 - (pause)-1-5-3-4?"

PROGRESS REPORTS1. "Mr. Anubhav’s line is still busy, do you wish

to continue waiting?"

2. "I'm sorry to keep you waiting, may I check further and call you back?"

3. "That line is still busy, may someone else help you?"

4. "I'm sorry, she is still away from her desk, do you wish to continue waiting?"

MOBILE PHONE ETIQUETTES

BASIC MOBILE PHONE ETIQUETTE RULES INCLUDE 1. Switching it Off :  Know when to turn it off or

vibrate it. e.g.  meetings, movies, worship, seminars, etc .  Vibrate mode when in places where you can take a call, but don't want to disturb others.

2. Permission : Often, it is correct etiquette to inform others at the beginning of the meeting that you are expecting an important call and get their permission.

3. Be Polite : Don't scream : speak in a lower-than-normal voice, you will be heard by the caller, and not others in the room

4. Don't Distract : Avoid talking where you may be distracting to others.

MOBILE PHONE ETIQUETTES

Talk At A Normal Tone

Don’t Shout, Respect Privacy of Others

Choose The Vibrate Mode Over Ringer

Remove the Earpiece

Avoid Talking With Someone When On The Cell

Use Voice Mail Feature

Personal Calls Should be taken outside the Office Premises

THANK YOU