SCOPE Communication Business communication Types of communication Principles of communication Perception Barriers to communication Non-verbal communication Oral Communication Letter writing Report writing Presentation skills GD
Communication ? ‘It is the transfer of information from one person to another, irrespective of whether or not it elicits confidence’ Or ‘It is the process of meaningful interaction between human beings. More specifically, it is the process by which meanings are perceived and understandings are reached among human beings’ 1-4
“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.” --William Zinsser, AuthorOn Writing Well
ABC of Good Communication A – Accuracy, Appropriateness, Attentiveness to your audience, and avoidance of ambiguity. B – Brevity or conciseness, and brightness C – Correctness (of usage of words and grammar), clarity, consistency and coherent. 1-6
Vocabulary ‘Karan was very happy because his friend Neha was happy. And why were they happy? They were happy because they had met after a long time. Everyone becomes happy after meeting each other after a long time, but in some cases some are not happy because they don’t realize the happiness.’ ‘Karan was very happy because his friend Neha was happy. And why were they happy? They were happy because they had met after a long time. Everyone becomes happy after meeting each other after a long time, but in some cases some are not happy because they don’t realize the happiness.’ 1-7
Vocabulary ‘Happy’ Exuberant Elated Delighted Cheerful Blithe Buoyant Rapturous Ecstatic Jaunty Sprightly Cock-a-hoop / exultant 1-8
Simplicity “ I am not so inebriated as to be incapable of unassisted perambulation” “I am not so drunk that I cannot walk without your help” “He is a sophisticated rhetorician, inebriated with the exuberance of his own verbosity” “He is a verbose speaker” 1-9
Punctuation The teacher said the principal is a fool. The teacher, said the principal, is a fool./ The teacher said, the principal is a fool He went out to face the lion after taking farewell of his wife wearing his hunting dress I leaned back in my chair contentedly, watching the baby playing and puffing away at my cigar. 1-10
Ambiguity “we offer iced lemonade and tea to drink and chocolate éclairs and biscuits to eat.” - Are the biscuits all chocolate biscuits ? - Is the tea also iced? “ We offer tea and iced lemonade to drink, and biscuits and chocolate éclairs.” 1-11
Style ‘ A good style should show no sign of effort. What is written should seem a happy accident’ Sommerset Maughm - 1-12
Brightness and Buoyancy ‘ He has occasional flashes of silence that make his conversation perfectly delightful’ Sydney Smith - 1-13
Characteristics It is inevitable Meaning based Could be intentional or unintentional Systematic A two way traffic A social process A dynamic process Continuous process Involves interaction and transaction It is a process 1-14
Characteristics (Contd) A spiraling process It is contextual Needs proper understanding Leads achievement of organizational objective Dispels misunderstanding It is all pervasive It is life blood of business 1-15
Business Communication Principles
Choosing Words ‘All big things have small names, Such as life and death, peace and war, Or dawn, day, night, love home. Learn to use little words in big way.’ Anonymous
Choosing Words • Choose understandable words • Use concrete words • Prefer strong words • Emphasize positive words • Avoid overused words • Avoid obsolete words
Developing Sentences • Compose clear sentences • Use short sentences • Prefer active voice in sentences • Give sentences appropriate emphasis
Forming Paragraphs • Use short paragraphs • Give paragraphs unity • Organize paragraphs logically • Give paragraphs appropriate emphasis • Provide paragraph coherence
Choose Understandable Words Less Understandable: He discerned that the promulgated policy would function. More Understandable: He knew the proposed policy would work
Choose Understandable Words Accomplish Do Terminate End Adjacent to Near Cognizant of Aware of Endeavour Try Envisage Foresee Ameliorate Improve
Use Concrete Words Abstract Words: The student received a high grade in the test. Concrete Words: Mona received an ‘A’ in the Business Communication exam.
Prefer Strong Words Weak Words: This is a request that you carefully consider accepting the new assignment. Strong words: Please accept / take the new assignment.
Emphasize Positive Words Negative Phrasing: We regret that we cannot grant you credit until you establish a payment record. Positive Phrasing: You will be granted credit immediately following the establishment of your payment record.
Avoid Using Over used Words Poor Phrasing: The bottom line is, you know, we are not really making a profit. Better Phrasing: We are not making a profit.
Avoid Obsolete Words Poor Phrasing: The undersigned wishes to duly advise you that your cheque for Rs 500 is herewith enclosed. Better Phrasing: Here is your cheque of Rs. 500.
Avoid Redundant Words Absolutely essential Advance planning Advance warning Free gift At the present time Merged together Reply back Isnow pending Current trend Mutual cooperation New innovation Revert back
Compose Clear Sentences Unclear Sentence: Each manager on May 4 was mailed a copy of the memo and promptly responded. Clear Sentences: Each manager responded promptly to the memo that was mailed on May 4
Use Short Sentences Wordy: She was very expressive in absolutely rejecting the newly assigned responsibility. Lean : She firmly rejected the new responsibility
Prefer Active Voice in Sentences Passive: Most letters are keyed by the executives. Active: The executives key most letters.
Give Sentences Appropriate Emphasis De-emphasizes: The point is that you are to be commended for being successful in making the most sales this month as compared to other salespersons. Emphasizes: Your success in making the most sales this month as compared to other salespersons is to be commended.
Use Short Paragraphs Business letters and Memos • Minimum 1 line • Average 4-5 lines • Long 8 lines or more Reports : • Minimum 2 lines • Average 7-8 lines • Long 12 lines or more
Give Paragraphs Unity Lacks Unity: The new manufacturing plant will open on November 29. the opening will be marked by a special ceremony. Over 2,000 people will be employed in the new plant. Business and community leaders will be invited to attend the opening ceremony. Has Unity: The new manufacturing plant will open on November 29 with a special ceremony. Business and community leaders will be invited to attend.
Organize Paragraphs Logically Direct: I have to say no to your promotion request for now. You need more on the job training so that you can be successful in the new position. You definitely will be ready for additional responsibilities soon. Indirect: You will definitely be ready for additional responsibilities soon. You need more on the job training so that you can be successful in the new position . I have to say no to your request proposal for now.
Give Paragraphs Appropriate Emphasis Lacks Emphasis: At times you need to convey information to a number of employees at the same time. The memo can be a powerful message format for this. It can also be used to place vital information in writing such as the time and place of an important meeting. Has Emphasis: The memo can be a powerful message format. It can be used to vital information in writing such as the time and place for an important meeting. You can also use the memo to convey the same information to several employees at the same time.
Provide Paragraph Coherence Lacks Coherence: The new market territory will open on September 15. Business will improve and sales will increase. The company will meet this year’s sales goal. Has Coherence: The new market territory will open on September 15. with a larger market area, business will improve and the sales will increase. This increase will enable the company to meet this year’s sales goal.
Avoid Gender-Biased Language Biased • Businessman • Chairman • Manmade • Workmen • Lady doctor Unbiased • Business executive, manager • Chair, chairperson • Manufactured, handmade • Workers • Doctor
Essence ‘Communication is the most used skill in almost every job. How you communicate your accomplishments to others is reflection of the quality of your work. Sure you must know how todo your tasks to accomplish great results but that is only a portion of professional success. Good communication skills are required to report your success to others, persuade colleagues to take action, and (most important at review time) sell your success to the management’ Don Zatyko 1-40
? HAPPY Communication Thanks 1-41