Business Communication I

COMMUNICATION SKILLS

A two-way exchange ofthoughts, opinions and informationby speech, writing or signs.

A two-way exchange ofthoughts, opinions and informationby speech, writing or signs.

Some people say its not how wespeak but its how smartly we thinkthat affects communication but

. we think in our mother tongues

Some people say its not how wespeak but its how smartly we thinkthat affects communication but

. we think in our mother tongues

My pen is going Im not knowingwhere.

I live in the backside of the building.

Im going to give an exam.

My pen is going Im not knowingwhere.

I live in the backside of the building.

Im going to give an exam.

Some Statistics

FICCI and The World Bank conducteda survey on the employability ofIndian Graduates.

Only 39.5% of Indias graduates areemployable.

Only 25% of Indian engineeringgraduates are employable.

FICCI and The World Bank conducteda survey on the employability ofIndian Graduates.

Only 39.5% of Indias graduates areemployable.

Only 25% of Indian engineeringgraduates are employable.

Most employers consider that skillscan be improvised but the ability tocommunicate well is very importantas the employee is the face of acompany.

Most employers consider that skillscan be improvised but the ability tocommunicate well is very importantas the employee is the face of acompany.

THE ENGLISH LANGUAGE

Language is just one of manydimensions of communication.

There are many skills important forbridging cultural differences andcommunication gaps.

Language is just one of manydimensions of communication.

There are many skills important forbridging cultural differences andcommunication gaps.

PITCHPITCHVOLUMEVOLUME

PACEPACE

SpeechPower of the spoken word!

PITCHPITCH

TONETONE

PACEPACE

INFLECTIONINFLECTION

The world has become a global village andIndia has a considerable lead over manynon-English speaking countries.

Body language. Overall presentation skills. Understanding of professional lingo. Grasp of general rules of professional

communication and office etiquette.

The world has become a global village andIndia has a considerable lead over manynon-English speaking countries.

Body language. Overall presentation skills. Understanding of professional lingo. Grasp of general rules of professional

communication and office etiquette.

PERSONAL ATTRIBUTES

OptimismCommon SenseIntegrity

OptimismCommon SenseIntegrity

INTERPERSONAL ATTRIBUTES

EmpathyCommunicationLeadershipManners

EmpathyCommunicationLeadershipManners

While India is considered one of thelargest speakers of the Englishlanguage our messages are oftenmisinterpreted due to literaltranslation and poor articulation.

While India is considered one of thelargest speakers of the Englishlanguage our messages are oftenmisinterpreted due to literaltranslation and poor articulation.

Guy GeyserTable VegetableFlame InflammableFlour FlowerChef Chief

GiganticCrichton

Guy GeyserTable VegetableFlame InflammableFlour FlowerChef Chief

GiganticCrichton

Lets make it our business tocommunicate professionally!Lets make it our business tocommunicate professionally!

Business Communication II E-mail

Objective

o To understand and learn how tocommunicate professionally throughthe e-mail

o To understand and learn how tocommunicate professionally throughthe e-mail

GOLDEN RULES OF E-MAIL

o Be clear about the objectiveo Mind the languageo Be specific and preciseo Value timeo Follow a basic structureo Be careful while formattingo Ensure receiver reads it

o Be clear about the objectiveo Mind the languageo Be specific and preciseo Value timeo Follow a basic structureo Be careful while formattingo Ensure receiver reads it

Be clear about the objective

o You are initiating the communicationo You are replying to earlier

communication

o You are initiating the communicationo You are replying to earlier

communication

When you are the initiator

o State your objective clearlyo Organize your mattero Ask for feedback

o State your objective clearlyo Organize your mattero Ask for feedback

Organize your matter

Primary FocusPrimary Focus--LeadLead Most important informationMost important information

Follow inverted pyramid principleFollow inverted pyramid principle

Primary FocusPrimary Focus--LeadLead

Point 2Point 2

Point 3Point 3

Point 4Point 4Information is presented inInformation is presented indescending order of importancedescending order of importance

E-Mail Practice IRead the email carefully and check for redundancies.

Dear Sir or Madam,

I'm writing to you today to propose my services as an unpaidintern with your organization.

As you can see from my accompanying c.v. I have justfinished a degree in Economics from the University of Kent. Iappreciate that in the current job market that I am unlikely toget a paid position if I do not have any valid work experience.This is why I think I could be of big help to yourorganization.

Dear Sir or Madam,

I'm writing to you today to propose my services as an unpaidintern with your organization.

As you can see from my accompanying c.v. I have justfinished a degree in Economics from the University of Kent. Iappreciate that in the current job market that I am unlikely toget a paid position if I do not have any valid work experience.This is why I think I could be of big help to yourorganization.

I would be happy to work for you for a minimum of6 months without any form of payment. All I askfrom you is to give me work experience in a varietyof areas.I am somebody who seeks responsibility as I haveshown both in the university and in vacation jobs thatI have had. I am also an excellent team player. Ithink I can contribute a lot to your organization.

Yours sincerely (truly)

I would be happy to work for you for a minimum of6 months without any form of payment. All I askfrom you is to give me work experience in a varietyof areas.I am somebody who seeks responsibility as I haveshown both in the university and in vacation jobs thatI have had. I am also an excellent team player. Ithink I can contribute a lot to your organization.

Yours sincerely (truly)

E-Mail Practice IIRead the email carefully and check out any vocabularyyou don't know.

Dear Dick,

I am writing to you today to officially tender my resignation fromLipmark Ltd with effect from the end of March.

I never thought I would ever leave such a great company as Lipmark,but I've been offered a senior position with another company at asalary and with responsibilities that I was unable to refuse.

I cannot say enough good things about Lipmark, about all thepeople Ive encountered in my years of service with the company,and especially about you and the senior management team.

Dear Dick,

I am writing to you today to officially tender my resignation fromLipmark Ltd with effect from the end of March.

I never thought I would ever leave such a great company as Lipmark,but I've been offered a senior position with another company at asalary and with responsibilities that I was unable to refuse.

I cannot say enough good things about Lipmark, about all thepeople Ive encountered in my years of service with the company,and especially about you and the senior management team.

Your leadership has been excellent, and I have appreciated all yourpersonal and professional advice over the years.

It's my hope that we will stay in touch as I begin this new chapterin my life. However, I am sure that you will understand that thisnew opportunity is one that I cannot turn down.

If you have any questions, please ask. Thanks again for everything.

Yours sincerely,

Your leadership has been excellent, and I have appreciated all yourpersonal and professional advice over the years.

It's my hope that we will stay in touch as I begin this new chapterin my life. However, I am sure that you will understand that thisnew opportunity is one that I cannot turn down.

If you have any questions, please ask. Thanks again for everything.

Yours sincerely,

When you are replying

Make a note of all queries andprioritize

Answer all Qs/Pre-empt further Qs Keep the Context clear

Make a note of all queries andprioritize

Answer all Qs/Pre-empt further Qs Keep the Context clear

Quote relevant parts of messageespecially when seeking clarification

Dont use too many pronouns in theinitial sentences

Keep context clear

Quote relevant parts of messageespecially when seeking clarification

Dont use too many pronouns in theinitial sentences

Basics

Mind the language

SpellingSpelling

GrammarGrammar

PunctuationPunctuation

SpellingSpelling

GrammarGrammar

PunctuationPunctuation

StyleStyle

Style

Simple, avoid jargon Neutral gender Not overly formal Personal, conversational

Simple, avoid jargon Neutral gender Not overly formal Personal, conversational

Active voiceActive voice

Active Vs Passive voice

Active Voice Emphasizes the personor thing performing theaction

Passive Voice Emphasizes the actionthat is being performed

Generally clearer andmore personal

We will process yourorder today

In long sentences readermay lose interest

Your order will beprocessed today

Active Voice Emphasizes the personor thing performing theaction

Be specific & precise

o Avoid ambiguous termso Avoid abbreviationso Avoid SMS languageo Avoid emoticonso Avoid redundant phrases

o Avoid ambiguous termso Avoid abbreviationso Avoid SMS languageo Avoid emoticonso Avoid redundant phrases

Some Abbreviations

ThisBTW

BCNU

FYI

IMHO

COB

TTYL

Means Thisby the waybe seeing youfor your informationin my humble/honest opinionClose of businesstalk to you later

ThisBTW

BCNU

FYI

IMHO

COB

TTYL

Means Thisby the waybe seeing youfor your informationin my humble/honest opinionClose of businesstalk to you later

Some Emoticons

:-)

;-)

:->

:-D

:-/

:-@

:-O

Smiley faceWink (light sarcasm)Devilish grin (heavy sarcasm)Shock or surprisePerplexedScreamYell

:-)

;-)

:->

:-D

:-/

:-@

:-O

Smiley faceWink (light sarcasm)Devilish grin (heavy sarcasm)Shock or surprisePerplexedScreamYell

Value Time

o Answer swiftlyo Dont attach unnecessary fileso Write short sentences

o Answer swiftlyo Dont attach unnecessary fileso Write short sentences

Benefits of short and simplesentences

o Easier to write, read and understando Long sentences test the writers ability

to use grammar and punctuationcorrectly

o Easier to write, read and understando Long sentences test the writers ability

to use grammar and punctuationcorrectly

Greeting

The reference

Reason for writing

Enclosing documents

Closing remark

Follow a basic structure

InformativeInformativePersuasivePersuasiveCollaborativeCollaborative

Greeting

The reference

Reason for writing

Enclosing documents

Closing remark

InformativeInformativePersuasivePersuasiveCollaborativeCollaborative