MMS Main Course (1)

7/31/2019 MMS Main Course (1)

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COMMUNICATION SKILLS

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Course Content

Process of Communication

Communication in Organization- Nature, Function and Scope

Management of Written and Oral Communication

Barriers to Effective Communication

Report Writing

Communication Technology and its impact on Office Proceduresand Automation

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If all my possessions were taken from me with one exception,I would hope to keep my power of communication --- for by it

I would regain all the rest.

Daniel Webster, American Journalist

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What is Communication?

Communication is the giving and receiving of feedbackbetween individuals and/or groups for the purpose ofexchanging information.

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Communication is....

Transactional

Complex

Unavoidable

Continuous

Learned

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The Communication Process

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The Communication Process

Sender- Factors that determine how

effective the message of the sender is are:

the attitude

communicators symbols

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Components of Communication Process

Context

Physical Environment

Climate

Communicator

Message

Channel

Noise Barrier

Feedback

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Job Success

09/22/11

85%

15%

People Skills (whoyou are)

Technical Skills (whatyou know)

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Harvard,CarnegieFoundationandStanfordResearchCenterHarvard, Carnegie Foundation and Stanford Research Center


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Business Communication

Business communication is the giving and receiving of feedback

between individuals and/or groups for the purpose of exchanginginformation and altering or enhancing performance.

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Communication in Organization- Nature,Function and Scope

Organization-wide communications typically flow in three directions- downward,upward and horizontally.

Managers are responsible for establishing and maintaining formal channels ofcommunication in these three directions.

The learning organization emphasizes horizontal communication with peopleconstantly sharing information across departments.

All businesses must have effective internal and external communication in orderto succeed.

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Upward and Downward Communication

Upward Communication

(interpret)

Problems and exceptions

Suggestions for improvement

Performance reports

Grievances and disputes

Financial and accounting information

Downward Communication

(influence)

Implementation of goals, strategies

Job instructions and rationale

Procedures and practices

Performance feedback

Indoctrination

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Horizontal Communication (coordination)

The purpose of horizontal communication is not only to inform butalso to request support and coordinate activities. It falls into oneof the three categories:

Intradepartmental problem solving

Interdepartmental coordination

Change initiatives and improvement

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Internal Communication

Day to day exchange of information among employees

Performance objectives job instructions

financial data

customer orders

inventory data

production problems and solutions

employee production reports illustrate the range ofinternalcommunication

exchanged in the course of doing business.

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External Communication

External communication builds goodwill, brings in orders andensures continued existence and growth.

Day-today external communications include sales calls

product advertisements

news releases employment notices

bank transactions and periodic reports to governmental agencies.

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External Communication

External communication that has a long range impact includes:

new product announcements

plant expansion plans

contribution to community activities and annual reports

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Informal Communication Channels

Management by wanderingabout (MBWA)

In any organization, both downwardand upward communication is

enhanced with MBWA. Managers have a chance to describe

key ideas and values to employeesand in turn learn about the problemsand issues confronting the

employees.

Grapevine

The grapevine is an informal ,

person-to-person communicationnetwork of employees that isofficially not sanctioned by theorganization.

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Barriers to Communication

Individual Barriers Interpersonal Dynamics

Channels and media

Semantics

Perception

How to overcome Active Listening

Selection of appropriatechannel

Knowledge of others perspective

Openness and Consideration

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Barriers to Communication

Organizational Barrier

Status and power differences

Departmental needs and goals

Communication network unsuited totask

Climate of trust

Development and use of formalchannels

Changing organization or groupstructure to fit communication needs

How to overcome

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Language Barrier

Choosing words that are too difficult, too technical can be acommunication barrier.

Incorrect grammar and poor sentence structure can hinder thereceivers understanding of a spoken or written message.

Punctuation and spelling errors may create barriers tounderstanding a written message.

The errors suggest that the person who sent the message eitherdoes not know the basics of the language or is too careless tocorrect the mistakes.

The sender fails to create a positive impression and could alsolose credibility.

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Features of Effective Communication

Simple and correct language

Active listening

Questioning skills

Body language and eye contact

Posture and gesture

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The 4 Cs of Effective Communication

Clear

Correct

Complete

Courteous

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Verbal and nonverbal Communication

Verbal communication is an essential part of business and

when it is executed correctly, good things happen.

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Written Communication

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Misconceptions about Writing

Writing is important in Humanities only.

Writing is an art. It is a divine gift. Unless you are born with it,you cannot write well.

Writing a document = giving all required information (i.e. core

dump).

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Delivering Relationships

Write so that your readers enjoy it

Write the entire letter from the readers point of view

Be nice

Be positive Be natural

Be specific

Lean heavier on nouns and verbs

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Stages of Effective Business Writing

Brainstorm what the communication must include

Cluster your ideas into topics

Outline your topics, including subtopics

Write a rough draft Revise by editing your work

Proofread carefully

Produce the final draft

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Reader Sensitivity

Be reader friendly

Emphasize what readers can do instead of what they cannot do.

State facts, dont assign blame

Instead of writing, You did not include a check in your recent payment mailing,

Write: We did not find a check in your recent payment mailing.

Avoid leading with negative information:

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Readability

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Concise Verbs vs. Nominalized Verbs

Nominalizations are created from verbs by the following wordendings: -ion, -ment, -ance, and -ence.

Please let us know when we can be of assistance to you.

Revision: Please let us know when we can assist you.


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Concise Words

make an analysis of

take an action

make assumptions about

give assistance to

make an applicationmake an appearance

give approval to

make an announcement

hold the belief that

be in a position to

reach a conclusion about

give consideration to

have a discussion of

Nominalized Words

C i V b N i li d V b


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Normalized Verbs Concise Words

make an analysis of analyze

take an action act

make assumptions about assume

give assistance to assist

make an application applymake an appearance appear

give approval to approve

make an announcement announce

hold the belief that believe

be in a position to can

reach a conclusion about conclude

give consideration to consider

have a discussion of discuss


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Report Writing

A report is a document that provides detailed information about a subject

It has a formal style, introduction, body and conclusion.

It presents information, not argument.

It is meant to be scanned quickly by the reader. Uses numbered headings and

subheadings.

Uses short paragraphs and dot points as applicable

Uses graphics (tables, graphs, illustrations)

May need an executive summary. Does not always need references and bibliography.

Is often followed by recommendations and /or appendices


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Report Structure

Title Page

Table of Contents

Glossary (list of abbreviations)

Executive Summary Introduction, Body, Conclusion

Recommendations

Acknowledgements


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General Guidelines

Title Page:

The report title which clearly states the purpose of the report.

Full details of the person (s) for who the report was prepared.

Full details of the person (s) who prepared the report.

The date of the presentation of the report

Table of Contents

List of headings and appendices


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General Guidelines

Abbreviations and Glossary

If required, you should provide an alphabetical list of abbreviations you

have used in the report.

If you have used a lot of technical terms, you should also provide a glossary(list of terms with brief explanations of their meanings)

Acknowledgements

This is a short paragraph: thanking any person or organization which may havehelped you in collecting the data or preparing the report.


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General Guidelines

Executive Summary

It is a summary of the report in which you include one sentence or so for

every section of your report. So you can include:

Context of research, purpose of report

Major findings

Main recommendations

Introduction

State the purpose of the report

Clarify key terms and indicate the scope of the report


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General Guidelines

Body

The content of the body depends on the purpose of the report.

Method(summarizes what you did and why).Use past tense.

Findings or results. Use past tense.

Conclusion

Sum up the main points of the report. The conclusion should clearly relate to the objectives of your report.


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Things I need to know

Who will read my report?

Why do my readers want my reports?

What will my readers understand?

How detailed do my readers need it be?


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Organizing for Maximum Impact

Tell your reader how the material is organized

Write in A-B-C order

Keep the number of sections to five or fewer

Include each important piece of information only once and in the right place

Use Headings

Add an executive summary if your report is more than eight pages.


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Report Writing

Case: Manager asks you for a short report on most common types ofcustomer complaints for the past one year and the causes:

Audience could be:

Manager

Manager and CEO

Report could be put on intranet for staff

Report could also be on your website for staff and public

Therefore, the audience for your report should greatly influence what youwrite or dont write.


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Report Writing

Reports can be informative or persuasive or a combination of both.

Persuasive reports fall into two broad categories: a)problem/solution

b) feasibility studies.

Informative reports include employee evaluations, progress reports andminutes of meetings.

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Common Faults

Too many words

For e.g.

This note is to let you know that we are sponsoring a company picnic

next month in Lincoln Grove. If you need directions, please dont

hesitate to contact us.

Revised: This note is to let you know that We are sponsoring a

company picnic next month in Lincoln Grove. If you need directions,

pleasedont hesitate to contact us.

Editi R d d t E i


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Editing Redundant Expressions

Advance planning

At a later date

Basic fundamentals

Close scrutiny

Combine together

Exact opposites

Thorough investigation

On a regular basis My personal opinion

True facts

Clichs


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Clichs

E.g. Please be advised that at the present time we have no available jobopenings. Thank you for your consideration.

Revised: Currently we have no job openings. Thank you.

Other clichs:

Last but not the least

Each and every one

Exercise: As per our telephone conversation, enclosed please find two copies of ouragreement. Please read this information at your earliest possible convenience- but beforeour meeting on Tuesday. After you have an opportunity to review this agreement, please callme. Thank you for your consideration.

T big d


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Too many big words

E.g. Further notification will follow this correspondence.

Revised: Ill keep you informed.

IPerspective


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I Perspective

Reports will be more effective if you use you more than I.

E.g.

Our copier makes the best copies on the market today.

OR Your copies will be the best youve seen, when you use our copier.

Avoid Jargon


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Avoid Jargon

E.g.Before: The company expanded its medical coverage to include HMOs and

PPOs.

Revised: The company expanded its medical coverage to include HealthMaintenance Organization and Preferred Provider Organization.


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Communication Technology

Communication: Past to Present


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Technological Innovation


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Technological Innovation

Technological innovation is essential for human development. From the printing press to the computer, people have devised

tools for facilitating learning and communication.

Technology is not inherently good or bad, the outcome

depends on how it is used.

Role of Information and Communication


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Technology

Information and communications technology may bedescribed as the support of the central nervous system of

complex societies, transmitting and processing information

and commands among the various parts of such societies.

Telecommunication is a basic infrastructure necessary for

economic and social development of a country.

Impacts of Technology on Communication


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Impacts of Technology on Communication

The Change


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The Change

One-to-many

Controlled

Sender-driven

Many-to-many

Uncontrolled

Receiver-driven

What has Technology changed?


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What has Technology changed?

Immediacy Integration

AccessCollaboration

Immediacy - Speed and Reach


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Immediacy Speed and Reach

I want it and I want it now

IntegrationNetworks, Content Management, Technology


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Networks, Content Management, Technology

Access


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Collaboration


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Blogs, Wikis & Podcasts

Implications for Communication Strategy


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p gy

TheVision

Immediacy Integration

Access Collaboration

Implications for Communication Strategy


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p gy

The

Vision

Access Employee involvement

Interactive

Searchable

Self help

Remote access

Collaboration Leadership communication

Plans, priorities & performance

Searchable knowledge directories

E-learning and knowledge sharing

Issues and change management

Integration Common content management

Common taxonomy

Audience segmentation

Personalization

Opt in capabilities

Immediacy Customer & employee satisfaction

Facility maps and service directories

Services locators

Referrals and registrations

Services and courses

MMS Main Course (1)

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