Business Communication and Etiquette PyicnPooZd

7/26/2019 Business Communication and Etiquette PyicnPooZd

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Business

Communication

and

Etiquettes

Business

Communication

and

Etiquettes


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CourseName

S.No.

ReferenceNo.

Particulars SlideFrom To

1. Chapter 1 Communication in Workplace 05 2

2. Chapter 2 Communication Skills: Verbal and Non-verbal

!0 "#

!. Chapter 3 Organisational Communication "$ #5

". Chapter !undamentals o" #usiness Writing ## %"

5. Chapter $ %ndirectness in &ersuasion and Sales'essages

%5 10!

#. Chapter ( &ublic Speaking 10" 110

$. Chapter ) Oral Communication 111 11

%. Chapter * +echnolog,-enabled Communication 120 1!#

. Chapter &ersonal .ti/uette and 0rooming 1!$ 1$0

10. Cha ter 1 s ects o" Communication 1$1 1%1 2


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Communication comes "rom the 4atin 5ord 6communis7 5hich

means 6common78 thus8 i" a person e9ects communication8 it

implies that he establishes a common ground o" understanding

s per ;oont< and O7 =onell8 communication is the trans"er o"

in"ormation "rom one person to another8 irrespective o" 5hether or

not it elicits con>dence

Communication is not onl, a pivotal part o" our personal lives

but also pro"essional

Course&ntroduction

1 3 Cont.


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+he communication that leads us to triumph on the various

business parameters 5hich help carr, out business8 is called

#usiness Communication

#usiness Communication entails verbal8 non-verbal or 5ritten

communication in its various "orms8 5ithin or outside one7s

organi


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Communication in'or()lace

S No @e"erence

No

&articulars Slide

!rom +o1. 4earning ObAectives ( (

2. +opic 1 %ntroduction What isCommunicationB

) )

!. +opic 2 @ole o" Communication in #usiness * 1

". +opic 3 %mportance o" Communication Skills 11 13

5. +opic !orms o" Communication 1 1)

#. +opic $ !ormation and Sending o" @esponse 1* 23

$. +opic ( ) Cs o" 0ood Communication 2 2

%. +opic ) #arriers to Communication 2$ 2)

. +opic * Summar, 2* 21 $


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*earnin+ ,-ecti/es

fter studin+ tis ca)ter3 ou sould -e a-le to4

nderstand the role o" communication in business as e?plained

b, &eter =rucker

;no5 the needs o" businesses to communicate

nderstand the importance o" communication skills

=escribe various "orms o" communication

1 (


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&ntroduction 'at is Communication

Communication has been de>ned as Dthe trans"er o" in"ormation "rom one

person to another8 irrespective o" 5hether or not it elicits con>denceE

Koontz and O Donell

1 )


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Role of Communication in Business

Cont.1 *

Peter Ferdinand 6ruc(er FNovember 18 1November

118 2$G 5as an ustrian-born merican management

consultant8 educator8 and author8 5hose 5ritings added to the

philosophical and practical "oundations o" the advanced business

corporation

D!or managers in the organi


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ccording to 6ruc(er3 there are three dimensions to being an e9ective

communicator in all spheres o" management +he, are as "ollo5s:

Cont.

Communication With Hour =irects

Communication With Hour &eers

Communication With Hour #oss

1


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Success of Communication is te Success of Business

#asis o" planning

#asis o" decision making

Creating coordination and cooperation

.stablishment o" e9ective leadership

=evelopment o" human relations

Ielp"ul in building image

Ielp"ul in achieving peace and e9ective control

4eading to high morale and motivation

nseen in"rastructure o" an organi


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Cont.

0ood communication )asses information alon+

0ood communication ma(es +ood relationsi)s

0ood communication el)s ou +et 7at ou

need

0ood communication +i/es ou self8esteem

0ood communication el)s ou to tin( -etter

0ood communication ma(es )eaceful

&m)ortance of Communication S(ills

Iere are enlisted some reasons 5h, communication skills are so important:

1 11


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*istenin+ in Communication

%mportance o" 4istening

4istening versus the Sense o" Iearing

4istening as #ehaviour

Io5 to be a 0ood 4istenerB

What Speakers can do to .nsure #etter 4isteningB

Cont.

1 12


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6&ST&N9:&S;&N9 9,,6 *&STENERS FR,< B6 *&STENERS

To *isten E=ecti/el To *isten E=ecti/el Te 9ood *istener

1 !ind area o" interest +unes out dr, subAects Opportunire Iold ,our >re =oesn7t Audge untilcomprehension is

completeJ interrupts onl,to clari",

=oesn7t Audge untilcomprehension is completeJinterrupts onl, to clari",

4istens "or "acts 4istens "or "acts

$ #e Le?ible +akes e?tensive notes usingonl, one s,stem

+akes "e5er notes8 uses"our to >ve di9erents,stems8 depending on

speaker

( Work at listening Sho5s no energ, outputJ"akes attention

Works hardJ e?hibitsactive bod, state

) @esist distractions %s distracted easil, !ights or avoidsdistractionsJ tolerates badhabitsJ kno5s ho5 toconcentrate

* .?ercise ,our mind @esists diMcult e?positor,material8 seeks light8recreational material

ses heavier material ase?ercise "or the mindSource4 C4 #ovee and KV +hil #usiness Communication FNe5 Hork: 'c0ra58 1$G

$)11 13


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Cont.

1. %nternaloperational Communication

2. .?ternaloperational Communication

!. &ersonal Communication

Forms of Communication

&n -road sense3 communication in -usiness is of tree forms

1 1


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Personal Communication

Cont.

1 1$


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6etailed Stud ,f Te Forms ,f Communication

One-5a, Communication and +5o-5a, Communication

Verbal Communication and Non-verbal Communication

!ormal Communication and %n"ormal Communication

%nterpersonal Communication and %ntrapersonal Communication

0roup Communication

&ublic Communication

'ass Communication

Cont.

1 1(


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E>TENT ,F N,N8?ERB* C,


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Formation and Sendin+ of Res)onse

+he t5o-5a, communication process is superior to one-5a, communication

in the "ollo5ing respects:

+5o-5a, communication is more e9ective than one-5a, communication

@eceivers7 sel"-con>dence is higher in case o" t5o-5a, communication

as the, are permitted to ask /uestions and seek clari>cation "rom the

senders

Cont.

1 1*


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Cont.

T;E SE:ENC&N9 ,F PR,CESS ,F C,


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Basic forms of -usiness communication are as follo7s4

!ace-to-"ace meeting 5ith clients

4arge "ormal business meetings

&roduction o" clear message through letters8 "a?es8 e-mail8 etc

Cont.

1 2


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Te Communication Process

Cont.

1 21


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Te Ste)s of Communication Process

Cont.

1 22


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ElementsConce)ts or Com)onents of te Process of

Communication

'essage

Sender

.ncoding

'edium and Channel

@eceiver

=ecoding

!eedback

1 23


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$ Cs of 9oodCommunication

1. Completeness

2. Conciseness

!. Consideration

". Clarit,

5. Concreteness

#. Courtes,

$. Correctness

1 2


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Cont.

Barriers to Communication

Wh, Communication #arriersB

Causes "or 'iscommunication

Overcoming #arriers in Communication

'easures to Overcome #arriers in

Communication

1 2$


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Conce)ts of Barrier

Cont.

1 2(


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Noise as Barrier

1 2)


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Summar

0ood communication is the basis o" success"ul relationships8 both

personal and pro"essional

%n this chapter8 5e have understood business communication and its

importance as per the vie5 o" &eter !erdinand =rucker 5ho 5as a

management consultant8 educator8 and author

%n toda,7s competitive 5orld8 communication skills in business are the

most desired /ualit, o" an educated person

Cont.

1 2*


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Iere8 5e also get to kno5 the role o" communication skills in students7

career !orms o" communication skills have also been elucidated in this

chapter

+here are ) C7s o" e9ective communication 5hich are relevant to both

5ritten as 5ell as oral communication +hese are: Completeness8

Conciseness8 Consideration8 Clarit,8 Concreteness8 Courtes, and

Correctness

+he roadblocks to communication denote an,thing that inter"eres in the

communication process as a conse/uence o" 5hich the message ma,

not be received b, the receiver as 5as intended b, the sender +he

barriers ma, also be de>ned as obstructions or blockades or hurdles81 2


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Communication S(ills ?er-al and Non ?er-al

S No @e"erenceNo

&articulars Slide!rom +o

1. 4earning ObAectives 31 31

2. +opic 1 %ntroduction 32 32

!. +opic 2 Verbal Communication 33 33

". +opic 3 Oral Communication 3 3(

5. +opic Written Communication 3) 3*

#. +opic $ Verbal Communication Skills Worth'astering

3

$. +opic ( Non-verbal Communication 1 $

%. +opic ) Summar, ( (

1 3


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*earnin+ ,-ecti/es


=iscuss the concept o" verbal communication

.?plain the concept o" oral communication

=escribe the concept o" 5ritten communication

nderstand the concept o" non-verbal communication

1 31


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&ntroduction

Verbal communication is simpl, the communication that is e?pressed

through 5ords Verbal communication is vital to health, relationships8

businesses and groups

Non-verbal communication is more important than ,ou might think lso

called bod, language8 non-verbal communication takes place "re/uentl,

and sends strong messages to the people ,ou come into contact 5ith

1 32


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1 33


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,ral Communication

%n oral communication8 spoken 5ords are used %t includes "ace-to-"aceconversations8 speech8 telephonic conversation8 video8 radio8 television8

voice over internet

Cont.

d/anta+es of ,ral Communication

%mmediate !eedback

+ime Saving

.conomical

&ersonal +ouch

!le?ibilit,

Secrec,

0roup Communication

.9ectiveness

1 3


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Cont.

6isad/anta+es of ,ral

Communication

&oor @etention

No @ecord

+ime Consuming

'isunderstanding

4ength, 'essages

4ack o" @esponsibilit,

%mprecise

1 3$


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;o7 to


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'ritten Communication

%n 5ritten communication8 5ritten signs or s,mbols are used to

communicate 5ritten message ma, be published or hand 5ritten

d/anta+es of 'ritten Communication

'essages can be edited and revised man, time be"ore it is actuall, sent

Written communication provides record "or ever, message sent and can

be saved "or later stud,

5ritten message enables receiver to "ull, understand it and send

suitable "eedback

Cont.

1 3)


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6isad/anta+es of 'ritten Communication

nlike oral communication8 5ritten communication doesn7t bring instant

"eedback

%t takes more time in 5riting a message as compared to 5ord-o"-mouth

and number o" people struggles 5ith their 5riting abilit,

1 3*


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?er-al Communication S(ills 'ort


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sserti/e Communication

#eing assertive is a core communication skill

#eing assertive means that ,ou e?press ,oursel" e9ectivel, and stand

up "or ,our point o" vie5

!or success in an, group talk8 it is important to be assertive 5ithout

being aggressive

#eing assertive can also help boost ,our sel"-esteem and earn others7

respect

1


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Non8/er-al Communication

Non-verbal communication is the sending or receiving o" 5ordless

messages

Non-verbal communication is all about the bod, language o" speaker

Non-verbal communication helps receiver in interpreting the message

received

Cont.

1 1


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Cont.

Elements of Non8/er-al

Communication

))earance Bod *an+ua+e Sounds

1 2


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Si+niDcance of Non8/er-al Communication

Non-verbal communication cues can pla, >ve roles:

Cont.

@epetition Contradiction

Substitution Complementing

ccenting

1 3


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T)es of Non8/er-al Communication

Cont.

!acial e?pressions

#od, movements and posture

0estures

.,e contact

+ouch

Space

Voice

1


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;o7 Non8/er-al Communication can +o 'ron+

%t takes more than 5ords to make satis",ing8 strong relationships

Non-verbal communication has a huge impact on the /ualit, o" ,our

personal and pro"essional relationships

Ti)s for Readin+ Bod *an+ua+e and Non8/er-al

Communication

&a, attention to inconsistencies

4ook at non-verbal communication signals as a group

+rust ,our instincts

1 $


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Summar

Verbal communication relates to the "orm o" communication in 5hich

message is transmitted verball,J communication is done b, 5ord o"

mouth and a piece o" 5riting

Oral communication means spoken communication or communication

through speech person learns to speak much be"ore 5riting

%t is diMcult to decide 5hich one is a more important "orm o"

communication: 5ritten or oral

5ritten message ma, be published or hand 5ritten

%n 5ritten communication8 message can be transmitted via email8 letter8

report8 memo8 etc

Non-verbal communication aids receiver in interpreting the message

received1 (


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,r+anisational Communication

S No @e"erenceNo


1. 4earning ObAectives * *

2. +opic 1 %ntroduction

!. +opic 2 'eaning and %mportance o" OrganisationalCommunication

$ $1

". +opic 3 Communication !lo5s: %nternal and.?ternal $2 $*

5. +opic Communications udit $ (2

#. +opic $ &@ F&ublic @elationsG (3 (

$. +opic ( Summar, ($ ($

1 )


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*earnin+ ,-ecti/es


=iscuss the meaning and importance o" organisational

communication

.?plain the communication Lo5s that are both %nternal and.?ternal

=escribe the concept o" &@ F&ublic @elationsG

1 *


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&ntroduction

Ricmond and


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ned as Da program that "ocuses on

general communication processes and d,namics 5ithin organisations

We de>neorganisational communicationasthe sending and receiving o"

messages among interrelated individuals 5ithin a particular environment or

setting to achieve individual and common goals

Cont.

1 $


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&m)ortance of ,r+anisational Communication

!ollo5ing are the reasons "or the importance o" organisational

communication:

=irections o" Communication

4eading

@ationali


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Communication Flo7s4 &nternal and Eternal

,r+anisational Communication4 &nternal

Cont.

=o5n5ard Communication

p5ard Communication

4ateral or Iori


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Cont.

Flo7 of ;oriontal Communication

Source4 http:thebusinesscommunicationcom5hat-is-hori


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T)es of 9ra)e/ine Communication

Source4 http:communicationtheor,orgkinds-t,pes-o"-communication-emplo,ed-b,-business-

organisations

Cont.

1 $


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,r+anisational Communication4 Eternal

EternalPu-lic Communication G,HcialI

&ress releases8 con"erences and Speeches

dvertising8 marketing

4etters8 email and #logs

'eetings 5ith communit, and other stakeholders8 boundar, spanning

Cont.

1 $$


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EternalPu-lic Communication G:noHcialI

Whistle-blo5ers8 media leaks

.?ternal grapevine

%nsider trading

%ndustrial espionageintellectual propert, the"t

#logs8 complaints6Laming7 5ebsites

Cont.

1 $(


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Circle

!our-person circle communication pattern

!ive-person circle communication pattern

All channel

!our-person all channel communication pattern

!ive-person all channel communication pattern

Certain other patterns have also been observed8 "ormulated and

e?perimented 5ith8 namel,:

;ite

Chain

Slash

1 $*


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Communications udit

Communications audit is a snapshot o" an organisation7s communication

strategies8 activities and programs

Results of Communications udit

@evie5 o" e?isting communication policies8 publications8 and vehicles8

indicating strengths and 5eaknesses o" each

Summar, o" comments o" "ocus groups and intervie5s

@eport o" the emplo,ee surve, results

@ecommendations "or strengthening ,our communication strategies and

programs

Cont.

1 $


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Communications udit Ste)s

Ste) 14 =etermine ke, areas to beaudited

Ste) 24 Choose ,our research

methods

Ste) !4 Collect and evaluate ,our pastcommunications

Ste) "4 4ook out5ard: Puer, ,ourcustomers

Ste) 54 4ook out5ard: Puer, ,our

communit,

Cont.

1 (


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BeneDts of Communications udit

%t helps build support "or ,our communicationI@or organisation change

%nitiative

%t demonstrates ,our commitment to improving communication

throughout the organisation

%t demonstrates ,our 5illingness to listen and to respond to emplo,ees

and other stake-holders7 vie5s a ke, step in building positive relationship8

creating credibilit, and "ostering mutual trust

n audit 5ill >nd out 5hat maAor segments o" emplo,ees stake-holders

think about the organisation7s communication and initiatives

n audit 5ill deliver practical recommendations "or improving

communication in the organisation

1 (2


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PR GPu-lic RelationsI

Constructing a5areness and a "avourable image "or a compan, or client

5ithin stories and articles "ound in relevant media outlets

Closel, supervising numerous media channels "or public comment about

a compan, and its products

'anaging crises that threaten compan, or product image

#uilding good5ill among an organisation7s target market through

communit,J benevolent and special programs and events

Cont.

1 (3


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Pu-lic relation e)erts must ensure4

'essage reaches the receiver FpublicG in its correct "orm

udiences agree to the message

+he, respond accordingl, and give necessar, "eedbacks

1 (


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Fundamentals of Business'ritin+

S No @e"erenceNo


1. 4earning ObAectives () ()

2. +opic 1 %ntroduction (* (*

!. +opic 2 #usiness Writing #asics ( )

". +opic 3 dapting to 'ultiple @eaders )$ )(

5. +opic Steps o" the #usiness Writing &rocessF#W&G

)) ))

#. +opic $ Strategies "or chieving an .9ective#usiness Writing St,le

)* *2

$. +opic ( Summar, *3 *

1 ((


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&ntroduction

Writing is a mode o" communicating a message "or an intended

outcome

Writing sho5s one7s abilit, to think clearl, and to use language

e9ectivel,

Business 7ritin+ need to -e4

&urpose"ul

.conomical

1 (*


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Business 'ritin+ Basics

#asicall,8 there are three basic obAectives to business communications to:

&rovide a report or response Fhere7s 5hat 5as done8 or here7s 5hat

5e "ound outGJ

%ssue a directive Fdo thisGJ and

&ersuade to action F5e should do thisG

Cont.

1 (


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da)tation of 'ords

%denti", the udience

=etermine the Si


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Satis", Hour udience7s %n"ormation Need

#e Sure about the @eader7s Need

#e ccurate in Hour 'essage

'ake %mportant &oints Stand Out

Satis", Hour udience7s 'otivational Needs

#e #rie"

Cont.

1 )1


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Cont.

6e/elo)in+ E=ecti/e Sentences

.mphasis on Short Sentences

=etermine .mphasis in Sentence

=esign

0ive the Sentence nit,

1 )3


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E=ecti/e Para+ra) 6e/elo)ment

Elements of a Para+ra)

+opic sentence

@elated sentences

'as to 6e/elo) a Para+ra)

Cause-and-.9ect

%llustration

Classi>cation

Comparison or Contrast

&roblem and Solution

1 )


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da)tin+ to


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6an+erous 'ord Court

&nter)retation

Recommended

lternati/es

%nspect +o e?amine criticall,8 to

investigate and test

oMciall,

+o revie58 to stud,8 to tour the

"acilit,

=etermine +o come to a decision8

to decide8 to resolve

+o evaluate8 to assess8 to an

anal,se

ssure +o render sa"e8 to make

secure8 to give

con>dence8 to cause to

"eel certain

+o "acilitate8 to provide "urther

con>dence8 to enhance the

reliabilit, o" language needs

6an+erous 'ord tat Create


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Ste)s of te Business 'ritin+ Process GB'PI

Ste) 14 %denti", udience

Ste) 24 =etermine &urpose "or Writing

Ste) !4 Choose %deal !ormat

Ste) "4 @esearch #ackground %n"ormation

Ste) 54 Capture udience

Ste) #4 Stick to One +opic

Ste) $4 &roo"read "or 0rammar and Clarit,

1 ))


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Strate+ies for cie/in+ an E=ecti/e Business 'ritin+

Stle

!ollo5ing are the strategies "or achieving an e9ective #usiness Writing St,le:

se &ositive 4anguage

se the DHouE Vie5

se a Conversational St,le o" Writing

se %nclusive 4anguage

se &redominantl, ctive VoiceCont.

1 )*


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Streamline te 'ritin+ Stle

@emember that an essa, is a logical presentation o" "acts that begins 5ith a

preparation period Fduring 5hich ,ou brainstorm potential ideas and gather

,our evidenceG8 "ollo5ed b, the actual 5riting o" the essa,

Cont.

1 *


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Cont.

;ere are some el)ful ti)s4

+hink o",oursel" asa reporternderline

ke,5ords

;eepthings

colour"ul

sk,oursel" a/uestion

Simpli",,our

transitions

Summari


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T)es of Business 6ocuments

4etters

'emos

@eports

Writing .9ective Short @eports

Writing Care"ul 4ong @eports

+,pes o" &roposals

1 *2


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Summar

%n a business organil the audience7s goals8 interests8 and needs

&ositive messages are o"ten the easiest to 5rite because the audience is

re/uired to be "airl, receptive o" the presented in"ormation8 thus the,

tend to "ollo5 the direct pattern b, stating the idea at the ver, beginning

"ollo5ing 5ith the e?planation

Cont.

1 *3


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Negative messages are generall, diMcult to 5rite because the audience

is being told e?actl, 5hat the, don7t 5ant to hear

One o" the primar, responsibilities o" 5riting "or an organi


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&ndirectness of Persuasion

S No @e"erenceNo


1. 4earning ObAectives *( *(

2. +opic 1 %ntroduction *) *)

!. +opic 2 'eaning o" &ersuasion ** (

". +opic 3 Writing &ersuasive 'essages )

5. +opic Sales 4etters'essages G 1 1

#. +opic $ Summar, 11 13

1 *$


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*earnin+ ,-ecti/es


nderstand about the process o" persuasion

4earn ho5 to gain attention in the opening message

&repare the sales message or letter

1 *(


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&ntroduction

+he "ocus o" this chapter is on 5ell-thought-out persuasive 5riting

+he chapter concludes 5ith various measures "or making clear re/uests

in importance o" assertion in communication

1 *)


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&ersuasion is vital to inspire people8 motivate them to change8 getting them

to consider ne5 opportunities or ne5 ideas +here are di9erent 5a,s o"

persuading:

Cont.

+elling stories

sing logical discussion

&resenting data and "acts

1 *


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Te maor com)onents of tis deDnition of )ersuasion are as follo7s4

Sel"-persuasion is important &eople are not "orcedJ the, are instead "ree to

select

%t involves a deliberate attempt to inLuence others

+echni/ues o" conve,ing persuasive messages can take place in a variet,

o" 5a,s8 comprising verball, and nonverball, through television8 %nternet radio8

or "ace- to-"ace communication

&ersuasion is sounds8 s,mbolic8 images8 utili


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Process ,f Persuasion

Ste) 14 .stablish Hour Credibilit,

Ste) 24 !rame Hour 0oals in a 5a, that %denti>es Common 0round 5ith

those Hou %ntend to &ersuade

Ste) !4 @ein"orce Hour &ositions sing Vivid 4anguage and Compelling

.vidence

Ste) "4 Connect .motionall, 5ith Hour udience

Cont.

1 1

St t f P i


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Strate+ of Persuasi/e


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&6 Gttention3 &nterest3 6esire3 ctionI

&ersuasive letters or memorandums usuall, have "our parts8 o"ten cited to as

the %= "ormula "or sales presentations:

ttention

% %nterest

= =esire

ction

Cont.

1 3


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Persuasi/e Request

@e/uests about products or services

@e/uests "or claims and adAustments

@e/uests "or change in polic,

@e/uests "or change in per"ormance

@e/uests "or emplo,er to a re"erence

@e/uests "rom emplo,ee to a re"erence

Cont.

1 $


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'ritin+ Persuasi/e


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9ainin+ ttention in te ,)enin+

Open 5ith greeable Comment or ssertion

Open 5ith a Puestion

Open 5ith =irect @e/uest "or a !avour

Open 5ith Sincere Compliment

Cont.

1 *

i i i


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Tree8ste) 'ritin+ Process For Persuasi/e


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Sales *etters


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Summar

+he obAective o" business 5riting is to conve, in"ormation to someone

else or to re/uest in"ormation "rom them

+o be e9ective 5riting "or business8 ,ou must be complete8 concise8 and

accurate Hour te?t should be 5ritten in such a 5a, that the reader 5ill

be able to easil, understand 5hat ,ou are telling or asking them

lot o" 5riting "or business is slopp,8 poorl, 5ritten8 disorgani


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&ersuasion is the process o" changing or rein"orcing attitudes8 belie"s or

behaviour o" a person &eople respond to persuasive messages in t5o

5a,s: thought"ull, and mindlessl,

Success"ul businesses rel, on persuasive messages in both internal and

e?ternal communication Whether ,ou7re convincing ,our boss to open a

ne5 oMce in .urope or encouraging potential customers to tr, ,our

products8 ,ou7ll use man, o" the same techni/ues o" persuasionRthe

attempt to change an audience7s attitudes8 belie"s8 or actions

Cont.

1 12


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!rom one point o" vie58 ever, letter ,ou 5rite 5ill be selling something

!or e?ample8 re/uests sell ,our responsibilit, and credibilit, .ven letters

conve,ing in"ormation ma, be said to DsellE a business relationship based on

trust and "air pla,

When ,ou are deliberatel, using a letter to sell a product or a service8 or

5hen the sole purpose o" the letter is to promote "uture business8 ,our

message re/uires a special strateg,

1 13


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Pu-licS)ea(in+

S No @e"erenceNo


1. 4earning ObAectives 1$ 1$

2. +opic 1 %ntroduction 1( 1(

!. +opic 2 'eaning o" &ublic Speaking 1) 1)

". +opic 3 'aking a !ormal Speech 1* 1*

5. +opic Summar, 1 11

1 1


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Summar

%n this chapter8 5e have studied about speaking in public8 oral

communication and telephone communication

Voice /ualit,8 st,le8 5ord choice and adaptation are "our basic elements

o" good oral communication

+here is great need "or learning oral communication skills because as a

manager8 one has to be engaged in various tasks like meetings8 discussions8

negotiations8 seminars8 presentations8 intervie5s8 peer conversation8

telephonic conversation

Cont.

1 1


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&ntroduction


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'ost o" the oral communication remains in"ormal although8 it is "ormal

in case o" meetings8 telephone calls8 dictations8 speeches and oral

reports

Oral communication or verbal communication is de>ned as the

e?change o" verbal message bet5een the sender and the receiver

%t is more immediate than 5ritten communication %t is also more

natural and in"ormal

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,ral Communication


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,ral Communication

=e>ning Oral @eport

Characteristics o" .9ective Oral Communication@eport

Need or %mportance o" 4earning Oral Communication Skills

+hree &arts o" Oral Communication&resentation

+o &repare "or a Success"ul Oral &resentation

1 11


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Plannin+ an ,ral Re)ort


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Plannin+ an ,ral Re)ort

%n man, 5a,s8 planning an oral report is similar to planning a 5ritten report

Cont.

1 11(


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Tools For ,ral Communication

'eetings

Seminars

&roduct and service demonstrations

+rade "airs

%ntervie5s "or Aobs

Video phones

Video con"erence

#od, language

1 11)

Tele)one Communication


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Tele)one Communication

+his "orm o" electronic communication has been around "or nearl, a

centur,

%t is the most use"ul and universal medium o" oral communication 5ith a

person 5ho is not present at the same place as the sender

+he telephone instrument has evolved8 over the ,ears8 into ver,

sophisticated "orms 5ith man, ne5 "acilities

+he intercom is an internal telephone s,stem 5hich allo5s

communication bet5een persons in di9erent parts o" a building1 11*


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Tecnolo+ Ena-ledCommunication

S No @e"erenceNo


1. 4earning ObAectives 121 121


!. +opic 2 sing +echnolog, in Communication +asks 123 12$

". +opic 3 .-mails in #usiness Communication 12( 12)

5. +opic +ools "or Constructing 'essages 12* 12

#. +opic $ Computer +ools "or Collecting %n"ormation 13 133

$. +opic ( Summar, 13 13(

1 12


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&ntroduction


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+echnolog,-enabled communication8 o"ten kno5n as computer

mediated communication or simpl, mediated communication8 places

technolog, bet5een the sender and receiver o" a message

+his technological process carries a number o" bene>ts8 users must

also keep some important considerations in mind 5hen communicating

through technolog,

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%nternet


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%nternet

Wireless Communications

Cloud Computing

'obile &hone

+elecon"erencing

%mage Scanning

@!%= F@adio !re/uenc, %denti>cationG

Social 'edia

Cont.

1 12


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d/anta+es of E8mail in Business Communication


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+

.-mail in business can be used "or intra-compan, communications8

marketing purposes and coordinating 5ith business partners8 suppliers and

customers

Speed

0eographic #arrier @eduction

+argeted 'arketing

.Mcienc,

4o5er Costs1 12)

Tools for Constructin+


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Clear cut messages8 brie" content and purpose"ul subAect matter are some o"

the important business e-mail eti/uettes that should be "ollo5ed un"ailingl,

Business E8mail 'ritin+ Con/entions

+he subAect line is ver, important in business e-mail 5riting as it

conve,s the intention o" the e-mail and prevents it "rom getting mi?ed up

5ith spam8 Aunk and other triLing mails

#usiness e-mail 5riting should include checks at the end to ensure that

the e- mail address and attachments are correct8 also avoid length,

attachments Cont.1 12*

E8mail Etiquette at 'or(


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.-mail eti/uette at 5ork entails using 6dear sir or madam7 or 6+o Whom

%t 'a, Concern7 5hen gender o" the recipient is not kno5n

Signature at the end should comprise o" name8 compan, details8

contact number 5ith a business disclaimer to avoid an, legal trouble

Close the letter 5ith a 5arm greeting like sincerel,8 "aith"ull,8 trul,8

regards8 cordiall,8 etc

1 12

Com)uter Tools for Collectin+ &nformation


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+here are a number o" di9erent kinds o" tools "or collecting in"ormation

about the thoughts and belie"s that di9erent groups have about ,our

organisation 4et us "ocus on three:

Cont.

1 13

Sur/es


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Surve,s can be 5idel, disseminated and are the most time-eMcient

method o" collecting in"ormation "rom respondents &eople generall,

respond to surve,s anon,mousl,

sing Surve,s to 0ather %n"ormation

#ene>ts and 4imitations o" Surve,s

Surve, nal,sis

Cont.

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&nter/ie7s


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%ntervie5s are use"ul tools "or gathering in-depth in"ormation "rom ,our

stakeholders %ntervie5s are particularl, valuable because the, allo5 ,ou to

ask "ollo5-up /uestions o" intervie5ees 5hen ,ou need clari>cation about a

particular response

sing %ntervie5s to 0ather %n"ormation

#ene>ts and 4imitations o" %ntervie5s

Cont.

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Summar


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+he modern tools o" communication need to be e9ective8 keeping in

vie5 the needs8 educational level8 technologies level and >nancial levels

o" the targeted receiver

Whether it is a small start-up business or a 5orld5ide enterprise8

"ostering e9ective communication is critical to success .-mail is 5idel,

used as a "orm o" business communication and overall it is a highl,

e9ective communication tool

Cont.

1 13


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%ntervie5s are particularl, valuable because the, allo5 ,ou to ask


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p , , ,

"ollo5-up /uestions o" intervie5ees 5hen ,ou need clari>cation about a

particular response

4astl, discussed are "ocus groups8 use"ul i" ,ou 5ant to gather a lot o"

in"ormation "rom a group o" stakeholders during a short period o" time

1 13(


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Personal Etiquette and9roomin+S No @e"erence

No&articulars Slide

!rom +o

1. 4earning ObAectives 13* 13*


!. +opic 2 'eaning o" .ti/uette and 0rooming 1 12

". +opic 3 .,e Contact 13 1)

5. +opic #od, 4anguage 1* 1$3

#. +opic $ Iandshakes 1$ 1$*$. +opic ( #usiness Cards 1$ 1(1

%. +opic ) .?changing #usiness Card 1(2 1(

. +opic * Workplace Iabits 1($ 1()

10. +opic Summar, 1(* 1)1 13)


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&ntroduction


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%n toda,7s highl, globali


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Personal 9roomin+


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Out5ard appearance is the 5indo5 o" ,our personalit, to the 5orld

Hou not onl, dress "or others but "or ,oursel" too

.?ternal appearance is important because that gives the >rst

impression to others about ,our personalit,

Personal 9roomin+ and Clotin+ 'omen

Personal 9roomin+ and Clotin+


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Out5ard appearance is easier to e?amine and easier to improve

Out5ard appearance has a more direct and immediate e9ect on one7s

interactions 5ith others

1 12

Ee Contact


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Io5 and 5hen to make e,e contact depends entirel, on the customs o"

5here ,ou are8 5ho ,ou are 5ith8 and the social setting

?ed ga


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Ee Contact in


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Cultures

.?tended e,e contact can be taken as an a9ront or a challenge o"

authorit,

0enerall,8 onl, sporadic or brie" e,e contact is considered acceptable

+his is particularl, true in sian cultures 5here people are "rom di9erent

pro"essions or social levels

Example: %n China and Kapan8 children sho5 respect to elders b, not

making intense e,e contactJ emplo,ees 5ould not make e,e contact

5ith emplo,ersJ students 5ould not "orce e,e contact 5ith teachers8

Cont.

1 1(

Ee Contact Etiquette in


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%n general8 'iddle .astern cultures8 particularl, among 'uslims8 do not

see as direct e,e contact bet5een the se?es as being appropriate

#usiness 5omen traveling to the 'iddle .ast ma, dra5 attention

simpl, "or being di9erent and some men ma, tr, to make e,e contact

Io5ever8 be advised that making or holding e,e contact can

communicate the message that ,our interest is less than casual or

curious

1 1)


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Sittin+


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+ake care in the 5a, ,ou sit8 "or no other position connotes so much on

its o5n

+hink o" the diversit, o" sitting positions that ,ou7ve seen in business

meetings8 "rom practicall, hori


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Some people talk 5ith their handsJ others stand 5ith their hands glued

to their sides

'ost people haven7t the "oggiest notion 5hat their hands are doing

5hen the, talk

sing ,our hands can be e9ective sometimes8 aggressive sometimes8

and irrelevant most o" the time

Controlling ,our hands takes e9ort and 5illpo5er 'onitor ,our hand

movements

Cont.

1 1$1

;ead


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Iead movements communicate important in"ormation

Nodding in agreement can be immensel, help"ul to others8 but too

much nodding makes ,ou look like a bobble-head doll

1 1$2Cont.


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;andsa(es


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proper handshake is re/uired to sho5 courtes, to other businessmen

Function

#usiness eti/uette concerns to the practice o" observing social norms

designed to sho5 courtes, to other people in a pro"essional setting

Cont.

1 1$


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&roper handshake eti/uette includes not Aust hands8 but also

positioning the bod, properl, and giving o9 good nonverbal

communication

s ,ou approach somebod,8 make e,e contact 5ithout staring8 and

o9er a /uick smile

Cont.

1 1$$

9i/in+ a 9ood ;andsa(e


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Whenever shaking the hands8 make sure ,our right hand is open so the

lo5er Aoint o" the thumb o" both parties touch

+he grip should be >rm not limp or so strong that it hurts the other

person

Cont.

1 1$(

BeneDts


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business handshake can help or hurt8 5hen ,ou negotiate a business

deal

proper handshake8 on the other hand8 gives o9 good bod, language8

starts a meeting o9 5ith energ, and sho5s ,our e?uberance

Cont.

1 1$)


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Recei/in+ a Business Card


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When being given a business card8 accept the card in the same 5a, it

5as presentedReither in ,our right hand or both hands

+ake a "e5 moments to stud, the business card8 commenting on it and

clari",ing in"ormation be"ore putting it a5a,

1 1(Cont.

Basics of Card *aout


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0enerall, a business card includes the name o" the person8 the

compan, name8 a compan, logo i" applicable and the relevant contact

in"ormation Fstreet address8 postal coding8 countr,8 telephone and "a?

numbers and email addressesG

1 1(1


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Translatin+ Business Cards For &nternational :se


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%t is regarded courteous to provide a translation o" the card in"ormation

on the reverse side .mplo, a pro"essional translator or agenc, =o not

allo5 an, embellishment o" the basic in"ormation

+ransliterating titles has become increasingl, acceptable in recent

,ears but it is more important that the rendering o" the title indicate

,our position in the compan, hierarch,

Cont.

1 1(3

Ecan+in+ Business Cards &nternationall


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nderstanding the norms and values o" the local culture 5hile traveling

internationall, helps to avoid giving o9ense Observing the appropriate

eti/uette communicates respect and "acilitates communication Consider

the "ollo5ing e?amples o" "oreign business card eti/uette

Ja)an

Cina

Korea

&ndia

,ter Nations

1 1(

'or()lace ;a-its


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Some essential skills enable people to per"orm tasks re/uired b, their

occupation and other activities o" dail, li"e

Punctualit

What it CommunicatesB

What it chievesB

Workplace .9ects

&ersonal .9ects

Cont.

1 1($

Prioritiin+ 'or(


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&lanning can help alleviate 5orkplace stress and increase productivit,

@ather than plan 5ork "or ,our small business too "ar in advance8 do it

dail,8 modi",ing ,our agenda "or the ne?t da, according to ne5 priorities

and un>nished business "rom the da, be"ore +his can help ,ou accomplish

goals more eMcientl,

1 1((Cont.

Stain+ Positi/e


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1 1()


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%n business8 and social settings making the DrightE e,e contact is utmost


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essential and never involves staring at someone or having a >?ed gacant business decision8 such as

5hether ,ou strike a big deal or get a ne5 Aob

Cont.

1 1(

When ,ou give someone ,our business card8 ,ou7re introducing ,oursel"

b i d i t ti " h b th t


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on paper business card is a representation o" 5ho ,ou are so be sure that

the card is in pristine condition be"ore ,ou hand it over

+he basic eti/uette rule is to present ,our business card in the best

manner in 5hich ,ou 5ould present ,oursel"

Some essential skills enable people to per"orm tasks re/uired b, their

occupation and other activities o" dail, li"e like punctualit,8 prioriti


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*earnin+ ,-ecti/es


=iscuss the cultural aspects o" communication

nderstand the multicultural and intercultural aspect o"

communication

.lucidate the ethical aspects o" communication

.?plain the legal aspects o" communication1 1)2


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Cultural s)ects of Communication


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%t7s no secret that no5ada,s 5orkplace is rapidl, becoming immense8

as the environment o" business gro5s to comprise several geographic

locations as 5ell as span various cultures

Communication to a great e?tent is determined b, culture and cultural

variables

cultural aspects o" communication are the cultural di9erences that

a9ect communication across borders

Cont.

1 1)

Te im)acts of cultural dissimilarities on communication com)onent


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are elucidated -elo74

?er-al communication

%t relates to "orm o" communication 5hich uses spoken and 5ritten

5ords "or conve,ing and transmitting opinions as 5ell as thoughts

4anguage is regarded as the most signi>cant tool o" verbal

communication and it is the part 5here cultural di9erences pla, its role

Cont.

1 1)$

Non8/er-alcommunication


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communication

1 1)(

&ntercultural Communication


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+he term Dintercultural communicationE is o"ten used to re"er to the

5ide range o" communication issues that inevitabl, arise 5ithin an

organi


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=i9erences in culture reLect themselves in a variet, o" 5a,s

!or instance8 one cultural norm ma, have a signi>cantl, di9erent

conception o" time than another8 or a di9erent idea o" 5hat constitutes

appropriate bod, language and personal space 5hen engaged in

conversation

#ut most researchers8 emplo,ees8 and business o5ners agree that the

most important element in e9ective intercultural communication

concerns language

Cont.

1 1)*


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Ti)s for Nati/e En+lis S)ea(ers

void Disn7t itBE /uestions #ecause this 5a, o" "ormulating /uestions


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void isn t itB /uestions #ecause this 5a, o" "ormulating /uestions

does not e?ist in man, other languages8 it can be con"using "or non-native .nglish speakers

Example: +o the /uestion8 DHou are coming8 aren7t ,ouBE the, ma,

ans5er8 DHesE F% am comingG or DNoE F% am comingG8 depending on ho5 the,

interpret the /uestion

sk the person i" heshe 5ants help 5ith >nding 5ords that might

conve, their meaning

%" ,ou do not understand a 5ord8 ask the person to spell it8 5rite it

do5n8 use a s,non,m or sa, the 5ord in hisher native language and

have someone else translate8 i" possible

+r, to involve non-native .nglish speakers8 particularl, during

brainstorming sessions8 b, asking e?plicitl, "or their inputCont.

1 1*1

Ti)s For Non8nati/e En+lis S)ea(ers

%" ,ou do not mind people suggesting 5ords so that ,ou can


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%" ,ou do not mind people suggesting 5ords so that ,ou can

communicate more /uickl,8 sa, so

+r, to participate in discussions8 especiall, brainstorming sessions8

even i" ,ou "eel uncom"ortable

%" ,our organi


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Characteristics o" .thical Communication

!undamental ssumptions o" .thical Communication

!actors 9ecting Organi


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Cont.

1 1*

Te follo7in+ are te -asic le+al as)ects in -usiness


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communication4

=ate

ddress

Compan, seal and mono:

+ime o" receiving the communication:

+ime o" sending the communication:

+echnical language:

Signature

1 1*$


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While communicating8 a "e5 legal issues are to be kept in mind

=e"amation misinterpretation and "raud publication emplo,ment computer


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=e"amation8 misinterpretation and "raud8 publication8 emplo,ment8 computer

data securit,8 etc8 are important8 especiall, in business dealings

+he chapter "urther discusses the various legal aspects in business

communication

+o deal 5ith the legal aspects8 an organi


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Business Communication and Etiquette PyicnPooZd

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