business communication
DESCRIPTION
‘Business Communication differs from other types of communication, not by its means of communicating but by its objectives’TRANSCRIPT
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.
77
78
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
83
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
84
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.
87
Covering LettersBrief
3 paragraphs, bulletsFocus on
Major requirementsDifferentiators
ResearchWeb, friends, colleagues
88
Tip:
Do not plead.
89
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
91
Email Contacts Organize contacts by first and last name Makes you much more efficient and
professional
92
Email Length?Brief and to the pointPreferably one pageReaders should not have to scroll
93
ContentNever use ALL CAPSWatch for typos Use normal capitalization and punctuationUse correct grammar & spelling Avoid long sentences
94
Replying Return emails in the same day that you
would return a phone call
95
Subject LinesAlways use a subject line Make the subject line meaningfulExample: “April 22 production team meeting
agenda” instead of “meeting”
96
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
102
Reply All?? Be very careful
103
104
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
114
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
116
Never – ever!Never – eat, drink or chew gum on the phone
117
118
Can you hear me now? Maintain at least a 10 foot zone from
anyone while talking.
119
Never talk here Elevators Restaurants Meeting Halls Board Rooms Auditoriums Lobby areas of Hotels Other enclosed Customer spaces
120
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
122
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.
126
THANK YOU… (End of Day2)