Training on Business Communication

Training on Business Communication

Prepared by:Firuj HossainSenior Manager Cards Ops

What we will cover .Communication and Basic to CommunicationTypes and Steps of CommunicationCommunication ModelCommunication BarriersCommunication SkillsCommunication PrinciplesSmart ways to communicate in Difficult SituationsBusiness Communications and basic GuidelinesGuidelines on Say NO to No

Communication & Its BasicThe word Communication originated from Latin Word Communicare which means Making Common Meaning

Communication is the act of exchanging message, information, ideas, thoughts, feelings etc from one person to another or from one place to another through speaking, writing or through a common system of symbols, signs or behavior.

The desired outcome of any communication is Understanding

Communication & its basic (Contd)Everything we do is a communicationThe way message is delivered always affects the way the message is receivedThe real communication is the message received, not the message intendedThe way we begin our message often determines the outcome of the communicationCommunication is a two way street we have to give as well as getCommunication is a dance It differs in each time, each groups & in each state of mind.

Types of Communication

Why we communicate

We Communicate to ..

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Communication Difficulties.

70 % of mistakes in workplace are a direct result of poor communication

Impact of Communication Failure

Communication Steps.. >>>>

Communication Model

Communication Barriers

In appropriate information/ communication systems with lack of understanding of the roles and responsibilities for communication.Personality conflict, attitudes, behaviour, perceptions, different view points etc.Geographical distance, inability to see non verbal cues, gestures, postures, body language etc.

Receivers physical state i.e. hearing problem or speech difficulties etc.Rules, customs, norms etc of cultures

State of mind i.e. stress, wariness, anger, attention, interest, distraction etc.Use of Jargons, Abbreviations, terminology, unfamiliar technical words, regional colloquialisms etc.

Communication Skill

Listening Skills (For Receiver)Maintain eye contact with the communicatorFocus on content not deliveryAvoid emotional involvementTreat Listening as a challenging mental tasksStay active by asking mental questionsUse the gap between rate of speech and rate of your thoughtTry watching movies and TV programmes, and listening to the radio. Don't be discouraged if you can't understand everything first time, the more you listen the more you will understand. Don't try to watch everything at onceCheck any new words in your dictionaryTape record English radio programmes, listen to them several times. Listen to songs. Follow the lyrics sheet that often comes with a CD. Try to write the lyrics of a song only by listening to it;

Listening Skills (For Communicator)Be aware of others emotionBe CharismaticEmpathize: Seeing things from others point of viewEncourage Interaction: Make other feel welcome, wanted, valued and appreciated

Reading SkillRead newspaper and magazine articles that interest you. Subscribe to an English newspaper or magazine or read one regularly on the Internet. When you find new words try to guess their meaning before looking at them in the dictionary. Practice reading quickly, without re-reading, to see how much you can understand (this can also help your listening). Practice different kinds of reading: Scanning, Skimming

Speaking SkillsFollow 3Ps Rule (Plan, Prepare & Practice)What you say and how?Tell what you are going to tellTell itTell what you have just toldAccuracy & Fluency which one is at firstAssess the participantsBe Assertive: Try to value their input as much as your own. Dont be pushy and dont be a pushover. Try for the right balanceCreate Interactive environment and ask questionsAvoid repetition unless demandedUse Appropriate Verbal & Nonverbal languageAvoid Jargon, Technical terms, Abbreviation, Unfamiliar terminology

Writing SkillCreate Writing as a habit:

Keep a diary, write review of movies you seen, restaurants you eaten, places you visited etc. Describe them what you liked and what not.Write letters to friends, relatives, newspapers and magazines on subjects that interest you.Find some English speaking pen pals or email friends, exchange e mail with them

Enrich your Vocabulary as much as you can:

Read newspaper and magazine and write down new or difficult words. Do crossword puzzles and other word games. Set yourself targets for learning new words i.e. 5 words a day

Learn Grammatical Rules:

Learn basic rules of Sentence formation, Tense, Learn use of Article, verbs, Rules of Voice & NarrationLearn Interchange of Parts of Speech, use of preposition, conjunction, interjection , memorize the use of punctuation etc

Lets try ourselves everyday and increase our communication skills:

7 C of CommunicationReader should be able to see exactly what you mean. Ensure clarity of thought and clarity of expressionPrinciple of ClarityPrinciple of CompletenessReader should be given all necessary informationPrinciple of ConcisenessReader is a busy person with no time to waste

Principle of ConsiderationReaders background, knowledge, level of understanding matter muchPrinciple of CourtesyCommunicate in a sincere and polite tone

Principle of CorrectnessReader shouldnt distracted by mistakes in grammar, punctuation and spellingPrinciple of CredibilityReaders shouldnt be misguided

Communication in Difficult SituationsGather Information/ Be equippedBe Assertive/Positive: Show positive attitude like Im with youTake a deep breath: Buy time to think first and then provide your feedback. (Can I get back to you?)Pace the guests: Match with tone, mood, speed of the guest Avoid using racial slurs, loud voice & aggressive body languageBe Empathic: Put your eyes on others shoesBe Prepare to Negotiate:Use Appropriate Verbal and Non-Verbal LanguageListen First:Try to Stay Calm and Focused:

Major Types of Business Communication & GuidelinesBusiness/ Official Letter

Business/ Official E mail

Business/Official Telephone

Business/ Official LetterParts of a Business Letter

Return/Internal Address/HeadingDateReference NumberRecipients Name & AddressAttentionSalutations/ GreetingSubjectBodyComplementary ClosingName & SignatureEnclosure and CC

Business/Official Letter. (Contd)Guidelines of Writing Business letter:

Use A4 (European) or 8.5 x 11 inch paper or letterhead Use 2.5 cm or 1 inch margins on all four sides Use a simple font such as Times New Roman or Arial Use 10 to 12 point font Use a comma after the salutation (Dear Mr Bond,) Lay out the letter so that it fits the paper appropriately Apply Single space within paragraphs Apply Double space between paragraphs Use Double space between last sentence and closingLeave three to five spaces for a handwritten signature cc: (meaning "copies to") comes after the typed name (if necessary) enc: (meaning "enclosure") comes next (if necessary) Fold in three (horizontally) before placing in the envelope

Business/ Official Letter.. (Contd)Format of a Business Letter Annexure : Business Letter Format

Sample of a Business Letter

Annexure : Business Letter Sample

Business/ Official E mailGuidelines for E mail writing

Choose a meaningful subject line that is simple and straightforward. Avoid using key words that might cause email to go into trash box. Keep the message focused and readableBe careful with acronyms and technical language.Write at the readers level.Write the way you speakBe kind dont flameDont compose e mail when you are angryProofreadUse the "cc" address line to copy more than one person (If Needed)Request acknowledgement for important letters (If required). Identify yourself clearly. Dont use signature, include your typed name, business name and address, phone and fax number, and website if appropriate.

Business/ Official E mail (Contd)Reasons we use official e mail:Seeking Guidance on any complicated issueSeeking approval for exceptional transactionsRaising an issue (Risk/SQ/Audit/Compliance) to competent authorityRaising complainResponding to complainAnswer to query

Guidelines for Tele CommunicationReceiving Phone Call:

Smile as you speak and answer on the phoneUse appropriate welcome greetings (Good Morning Sir, Madam)Introduce with Identity i.e. Bank, Name & Department (Welcome to BRAC Bank. I am Name from Dept NameAsk the name of the caller: (May I know your name, please)Offer to help :( How can I help you?)

Guidelines for Tele Communication. (Contd)While in Main conversation:

Listen attentively until the caller finishesMake sure the caller knows you are on call Pace the caller: (Match the language, tone, mood, speed)Speak in your natural voiceUse a clear voiceDont use JargonsDont eat, drink, chew and make noise during the conversationDirect the conversation towards a positive and efficient conclusionBe calm and listen even though caller is angry and shouts

Guidelines for Tele Communication. (Contd)Putting the caller on hold:

Think twice if holding is absolutely necessaryExplain the reason of holdingRequest for permission of holdingCommunicate exact time to be heldAfter getting back, thank caller for holdingIf caller disagree, note his number and call back ASAP

Guidelines for Tele Communication. (Contd)Transferring call:

Think twice if transferring is absolutely necessaryExplain the reason of transferringRequest for permission of transferringTell detail of transfereeEnsure the transferee gets on lineGive details to transferee before leaving the call

If Transferee is not available or busy:

Apologize & offer for helpNote the message with caller detailsPass the message to the desired transfereeFollow up whether transferee calls back

Guidelines for Tele Communication. (Contd)Receiving call in front of others:

Seek permission before receivingAssess the caller:Known Call: Finish the call by 30 secondsUnknown Local Call: Seek permission for calling backOverseas Call: Inform the guest and finish ASAP

Ending of a Call:

Ask for any further assistanceInvite for future call any time (If required)Thank caller for callingWait till the caller leave the line

Guidelines for Tele Communication. (Contd)Outgoing Calls:

Make call at receivers convenient timeUse appropriate greetingsIdentify yourself clearlyAsk for the guest (If Landline)Explain the reason for callingPace the Receiver: (Match the language, tone, mood, speed)Speak in your natural voice:Use a clear voiceDont use JargonsDirect the conversation towards a positive and efficient conclusionBe calm and listen even though receiver is angry and shouts

Smart Ways to Say NO to NoBe Equipped : I know all the process, policies, guidelines, systems to do itThink out of the Box: Two and two can make fiveBe proactive: May I do anything more for you?Be confident in your own capabilities:Be positive & think positive: Show positive attitude like Im with youEscalate issues which are beyond your jurisdiction: Solicit your guidancePrioritize the jobs & suggest another time: I have other priorities at the moment, Can I do this on ?Use Maybe than a straight out No: Let me think about it first and Ill get back to you.

Smart Ways to Say NO to No.. (Contd)Find someone else who can do the task and refer to: I think Selly would be better for the job, let me introduce you to her ..to look into itTake a deep breath: Don't instinctively say No. Buy time to think first and then provide your feedback. (Can I get back to you?)Use your Yes Muscle: It becomes easier to say yes the more you practice. Saying Yes is an acquired skill and the more you use your "Yes" muscle, the stronger it'll getLearn to listen to your heart: Nothing good comes from a resentful attitude. When you say No and you feel resentment, it means that you should have said Yes.Take Ownership: Own your jobs and own the slogan Say No to NoListen to guests and understand their needs: We listen to you until we thinks like youPace the guests: Match the language, tone, mood, speed of the guest

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Thanks.