UNIT : 1THEORY OF BUSINESS COMMUNICATION

JYOSTNA JAIN

Business communication

The Concept Of Communication

Chapter :1

“COMMUNICATION IS A PROCESS OF PASSING INFORMATION AND UNDERSTANDING FROM ONE PERSON TO ANOTHER”

What is communication?

It is continuous and on-going

The message depends on the environment and the situation in which it is delivered

Human communication requires channel or medium in form of words,actions,gestures,signs and symbols

People are completely and wholly involved when they communicate i.e physically,mentally,emotionally

Characteristics of human communication

Communication Process

SENDER RECEIVER

Feedback

receiver sender

Communication is the process of sending and receiving information among people…

Noise

Use of channel to transmit the message

Communication code scheme

Need and importance of feedback

1. Positive / Negative Feedback may be positive or negative. Positive feedback means a very good and satisfactory

response.negative feedback means non.satisfactory feedback

2. Immediate / Delay:Feedback can be immediate or delayed. In inter-personal communication the receiver recives immediate feedback in form of a smile,frown etc. When we write letters or broadcast on the radio, the feedback becomes delayed as the message is conveyed little slow.

3. Simple / Complex:Feedback can be simple through a nod of the head, conveying a brief yes or no, or it can be complex as a lengthy written response.

4. Profits / Losses:Feedback can enhance the profits of an organization. If a business reacts positively to feedback, it changes its marketing strategy and achieves progress. A negative feedback may be responsible for weak and uneven business. .

Importance of communication in corporate world

Rapid globalization

Larger workforce

Emphasis on optimum utilization of resources

Organization structure

To have better rapport (connection)

To highlight performance

To advertise new products and services

Communication is a series of experience of

HearingSmell

Seeing

TasteTouch

CHANNELS AND OBJECTIVES OF COMMUNICATION

Chapter 2

Formal channels Informal channels

Vertical communication

Horizontal communication

Diagonal communication

Downwardcommunication

Upward communication

Grapevine

Channels of communication

Vertical communication

The communication that takes place between different levels of organization is called vertical communication

Eg: communication between principal and student

Horizontal communication

Communication with persons of relatively equal status in an organization is termed as horizontal communication

Eg: communication between a student and other student

Diagonal communication

Communication that takes place between people of similar status but of different organisation

Eg: when a teacher communicates with a parent at a PTA meeting,it is diagonal communication

Downward communication Upward communication

Communication from superior to subordinate

Useful for giving specific job instructions , rules and regulations , appraising subordinates.

Communication from subordinate to superior

Useful for giving response to orders,instructions and suggesting ideas

Types of vertical communication

Example of downward communication

Example of upward communication

Informal channel

• Informal communication refers to interchange of information unofficially.

• This communication is based on informal relations like friendship , the same place of birth , the membership of same club etc

• The exchange of informal messages usually takes place on certain occasions like parties, business meals,social occasions etc

Grapevine

Grapevine is an informal channel of communication which is unofficial and unorganized.

Grapevine is active when a group of people of similar status and interests are together outside the organization ,eg: in the canteen or in the corridor

Employees see it as a source of information and the management sees it as a source of feedback

Types of grapevine

Chain grapevine

Chain grapevine is the most common pattern in which information passes through a series of people linked together in organization

Random grapevine

The random pattern spreads in haphazard manner between people who know and who do not know the news

Wheel grapevine

In a wheel pattern one person transmits the message to different people or groups of people.

He is at the centre of the wheel

Uses of grapevine in organizations

Acts as source of feedback

Keeps organizations aware of potential problems

Keeping employees well informed about the changes in procedures ,work methods or personnel

Helps to build trust and promote cooperation

Concentrate on identifying and stopping wrong information from spreading

Try to identify the influential leaders of grapevine and try to feed them with current , factual information

Objectives of communication

Information: information involves the transferring or receiving of information about a particular fact or situation.it may be oral or written.

Eg : If large groups have to be informed , a meeting may be called. Advice: It means opinion given as to the action to be taken.Eg : Superiors can give advice to subordinates through their experience and knowledge Orders and instructions : order is an authoritative communication.it should be clear

and complete Eg : Orders shall be given by superiors if a task is to be done urgently. Persuasion (changing attitudes) : promoting a person to act mostly in a positive way is

known as persuasionEg : sales person convincing the customer to buy the product . Suggestion: suggestion means proposing something for acceptance or rejection.Eg : subordinates giving suggestion for any changes in the working pattern

Communication Goals

To get and give information

To persuade

To ensure understanding

To get action

To change behavior

Contd..

• Education: Education involves imparting instruction,character,giving training to human beings etc.it aims at improving skills.

Eg: seminars and workshops for employees.• Warning: warning is forceful means of communication.it gives oral or written.Eg: no smoking , beware of dogs , dangers etc• Motivation: interest in job in the minds of employees is known as motivation . A

motivated employee does not need much motivation.Eg : Promotion, Recognition• Morale boosting: it refers to team spirit and co-operation of people for a common

purpose. If workers are highly motivated , morale is also said to be high,Eg: open communication channel, listening to grievances

METHODS AND MODES OF COMMUNICATION

Chapter. 3

Most Common Ways to Communicate

Visual Image

Speaking

Writing

Body Language

Types of Communication

Verbal vs Nonverbal

Verbal communication

When messages or information is exchanged through words is called verbal communication

Types of verbal communication

Oral communication

Meetings

Face to face conversations

PPT

interviews

Telephonic conversationsVideo conferencing

Oral communication

Oral communication is the spoken word, either face to face or through phone ,voice chats, interviews, public speech etc..

Effectiveness of oral communication depends on:

Clarity of speech Voice modulation Pitch Volume and speed

Advantages of oral communication

Oral communication is quicker as most of the time it is unplanned.

It provides immediate feedback to the participants in the communication event.

Oral communication is time saving

It is also very economical.

The modulation of voice conveys the various moods of speaker.

Disadvantage of oral communication

As oral communication is unplanned there are chances of mistakes or deletions in the messages.

Some messages may be forgotten because of the length of message.

In the absence of record,oral messages do not have any legal validity.

If the receiver has not paid attention to what is being spoken,the sender may not get the desired response.

Poor communicators may not be able to convey the message effectively.

It may not be as confidential as written communication

Written communication

letters

Written communication

Written communication includes traditional pen and papers and documents.

It includes E.mails, Text chats ,SMS etc..

This type of communication is indispensable for formal business communication and issuing legal instructions

Advantages of written communication

As it is documented it is a permanent record.

It is planned and organized so it tends to have less mistakes and is more accurate.

The person who signs the written communication is answerable about its content.

Many copies of written matter can be photocopied or reprinted.

It serves as a legal document

Disadvantages of written communication

It is time consuming.

Once it leaves the sender , he has no control over its progress.

No face to face communication.

Expressions and feelings cannot be conveyed through written communication,

Written communication will not be accessible to illiterate people.

Good writing skills are required.

Nonverbal Messages

Nonverbal messages are the primary way that we communicate emotions

Facial Expression

Postures and Gestures

Paraverbal Messages

Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices.

Business Etiquette

Business etiquette is common courtesy expected of us as social beings

It is the way we conduct ourselves while doing business in the professional arena

Within a place of business , it involves treating workers and employer with respect in a way that it creates a pleasant work environment for everyone

Telephone etiquette

1. Always identify yourself at the beginning of all calls : when in thae office always answer a telephone by saying ;”hello/Good Morning , Accounting Department , Sanjana speaking”.

2. Be sensitive to the tone of your voice : Do not sound overly anxious , aggressive or pushy It is important your tone conveys authority and confidence

3. Think through exactly what you plan to say and discuss BEFORE you place a call : Jot down the items you want to discuss and questions you want answered.

4. Do not allow interruptions to occur during conversations.: If you must interrupt the conversation , say to the person,” please excuse me for a moment I’ll be right back”. And when you return say, “thankyou for holding

5. Especially when leaving messages , speak clearly and slowly : Do not use broken phrases , slang or idioms.

6. answ

Know when to initiate a handshake: The person in a higher position of authority or age should be the first one to extend a hand.

Stand and look the other person in the eye before shaking hands : Stand up before extending your hand. Make eye contact and offer sincere smile

Offer a greeting before and during the handshake : Your greeting should include his or her name and a pleasantry, such as, “it’s so nice to meet you

Your handshake should be firm but not crushing: Don’t offer a limp hand because it gives the impression of weakness.be firm but not overpowering.

The handshake should be approximately two to five seconds in duration

Handshake Etiquette

Cubical Etiquette

Knock before speaking : It’s a simple way to prevent surprising an individual who may be deep in thought

Avoid speaker phones : If you love talking handsfree , use a headset.

Visit in person : standing at your desk and yelling for a co-worker located afew cubes away will annoy your fellow employees.

Watch your voice volume : If you know you have a louder voice than normal voice , pay attention to your volume in the office.

Be polite enough not to listen to conversations from other cubicles

While in the cubicle of a colleague , avoid reading what is on the computer screen especially when the owner is not present

Office Etiquette

• Be punctual

• Dress appropriately

• Stay away from gossip

• Ask before borrowing

• Always say please and thankyou

• Don’t consistently interrupt people

• Refrain from being loud

• Be sensitive to others need for privacy

• Keep your work area tidy

Business Meal Etiquette

Plan and choose the right place. If you are the guest, be at the place a little before the given

time. Wait for all the members to reach. Avoid pilling the table with personal belongings. Ideally avoid alcohol during a business meal. Take the napkin fold it in half and place it on your lap. Eat neatly without dropping or spilling food. Avoid awkward silence. Try to finish food with others Be courteous to the waiters Check if the bill is accurate and tip appropriately

Business Card Etiquette

Design a smart business card.

Always carry enough business card.

Give your card , facing the receiver so that he can read it without turning around.

Do not write notes on someone else’s card.

Give your business card only those who ask for.

Modes of communication

The medium or channel through which communicative intent is expressed are known

as the modes of communication

LandlineCellular phonesFaxComputersEmailsSms communicationTelegram

OBSTACLES TO COMMUNICATION IN BUSINESS WORLD

Unit 2

OBSTACLES TO COMMUNICATION

Chapter 4

Physical/environmental barriers

Competing stimulus or noise : Our conversations may be interrupted b,drowned by loud music,aeroplanes,trains or traffic noise.

Environmental stress : Climate , temperature , humidity , heat,dust,rain snow and thunder adversely affect communicators.

Subjective stress : when individuals are subjected to stress or are fearful,unhappy,unwell,anxious or excited they will find difficult to speak,listen or interpret correctly.

Ignorance of the medium: If individuals are not familiar with the medium or its correct usage then problems are unavoidable.

Time and distance : When a message travels over long distance or takes long time the chances of its distortion are very many.

Psychological barriers

Self image and preconceived notion : individuals interpret messages and see reality according to their per conceived notions accepting only those messages that boosts their image and rejecting others.

Abstracting : communication selectivity means that we are selective about sending,receiving and remembering messages.

Filtering : only some information as the sender may want to give. Closed mind : such person has a narrow vision.such a person

rejects any other point of view. Unjust assumptions : Our bias,prejudice and opinions prompt us to

make unjust or unfair assumptions about others. Polarisation : People and events are viewed in absolute

terms .People are seen in either negative or positive terms. Halo effect : Judging a person on a single characteristics.

Mechanical barriers

Mechanical communication barriers are technical sources of interference in communication process

examples : if our telephones or computers do not work properly or are out of order.

Organisation barriers

Size of organization : large organizations will have long communication lines which will have to travel through several layers of supervision.

Emphasis on specialization : When more people focus on micro management their knowledge base,exposure and experience becomes limited.This also comes in the way of meaningful interaction.

Hierarchy and status : obsession with status and power also leads to vested interests and groupism.

Channels used for communication : Too much of emphasis on either vertical or horizontal communication may affect communication.

Semantic /language barriers

Mismatch between meaning and expression : We don’t often express what we mean and sometimes don’t mean what we say.

Use of unfamiliar language and idiom : Use of different language will create confusions.idiomatic expression differs from person to person and the response shall not be uniform or as expected.

Speaking at wrong moment : Interruptions and interjections impede the smooth flow of thought as well as speech.

Interpretation and connotations(secondary meaning) : words possess different associations and meanings for different people.words like terrorist and freedom fighter will have different connotations depending on the politics and ideology of users.

Error in Judgement : There is often a significant gap between what has been actually said and what people believe because we often hear only what we wish to hear.

Overcoming barriers to communication

Plan your communication Use simple,direct and jargon free language. Depend on first – hand information. Insist on feedback Use different channels and methods of communication Try to minimize noice and other disturbances Have open mind.listen to different points of view Don’t pre-judge Don’t be selective in your communication. Develop empathy.

LISTENING SKILLS AND THE USE OF SILENCE IN COMMUNICATION

Chapter 5

Deepti Singh

Content listening : Gathering information from the speaker.Content is important

Critical listening : You try to comprehend the message and evaluate its meaning.need to analyse the information

Empathic listening : Without being judgemental or not trying to advise will encourage the speaker to pour out his feelings

Barriers to listening

Prejudice : Preconceived notion about the speaker makes you an indifferent speaker.

External factors : Environment,venue,time,distractions may hamper listening.

Thinking speed : we think faster than we speak.while the speaker conveys the message our thinking process is almost done.

Selective listening : we tend to listen things only of our interests

Nonverbal Giving full physical attention to the speaker; Being aware of the speaker's nonverbal

messages;Verbal Paying attention to the words and feelings

that are being expressed

Key Listening Skills

INTRODUCTION TO BUSINESS ETHICS

Chapter 6

Intellectual property rights and piracy

Copyright is a legal right created by the law of a country that grants the creator of an original work exclusive rights for its use and distribution.

Piracy is understood to be the ‘ unauthorized use’, copying,modification or distribution of content for self aggrandizement .

Example: Bollywood films

Corporate social responsibility

BUSINESS CORRESPONDENCE

Unit 3

THEORY OF BUSINESS LETTER WRITING

Chapter 7

Obligatory Optional

Letter head/sender’s address. Date Inside address/receiver’s

address. Salutation Body of the letter Complimentary close. Signature block.

Reference no. The confidential notation Attention line Subject line or caption line Enclosure Post script Identification initials Carbon copy notation

Parts of letter

Structure and forms of layout

Full block form : a modern layout with no parts on the right hand side.the paragraphs begin at the margins.A new paragraph is begun after a two line spacing below the previous paragraph.

Modified block form : almost similar to full block form,except with the date and the complimentary close on the right hand side,paragraphs flushed with the left hand margin with 2 line spacing between them.

Semi block form : it is different from the modified block in that the paragraphs begin away from the margin.the modified block form and the semi block form are the most commonly used layouts for business letters

Principals of effective letter writting

Writing Effective EmailsThe average office worker receives around 80 emails each day. With that volume of mail, individual messages can easily get overlooked.

Follow these simple rules to get your emails noticed and acted upon.

1.Don't overcommunicate by email.

2.Make good use of subject lines.

3.Keep messages clear and brief.

4.Be polite.

5.Check your tone.

6.Proofread.

Solicited application letter

Unsolicited application letter

Letter of termination

LANGUAGE AND WRITING SKILLS

Unit 4

COMMERCIAL TERMS USED IN BUSINESS COMMUNICATION

Chapter 9

Commonly used commercial terms

Adjustment : Settlement of claim by businessmen of a dissatisfied customer. Agenda : a list of items of business to be considered at a meeting. Accounting principles : Accounting principles are the rules and guidelines

that companies must follow when reporting financial data.  Account payee cheque : Words added to the crossing on a check to ensure

that check is paid only into the account of the entity to whom the check is made out

Accured charges : An accrued expense is an accounting expense recognized in the books before it is paid for. It is a liability, and is usually current. These expenses are typically periodic and documented on a company's balance sheet due to the high probability that they will be collected.

Acquisitions :An acquisition is a corporate action in which a company buys most, if not all, of the target company's ownership stakes to assume control of the target firm

Added value ; Value-added describes the enhancement a company gives its product or service before offering the product to customers.

Affidavit : a written report which is signed by a person who promises that the information is true

Appreciation : Increase in the value of an asset which is in excess of the asset's depreciable cost, and is due to economic and other factors (such as scarcity or inflation) and not due to additions or improvements made to it.

Arbitrator : an independent person or body officially appointed to settle a dispute

Assets and liabilities : Accounting standards define an asset as something your company owns that can provide future economic benefits. .. Liabilities are your company's obligations -- either money that must be paid or services that must be performed.

Bank correspondence : This refers to any form of communication received from the bank. For ex: A letter intimating change in minimum balance to be maintained can be considered a bank correspondence

Bank reference : Inquiry from a bank regarding the financial standing of a bank customer made by a creditor through his own bank.

Bargain letter : A letter from a customer to a supplier asking for better terms or prices if he is not satisfied with the ones quoted by the supplier.

Bank note :A financial document by which a bank promises to pay the bearer of the document,on demand,a specified sum of money

Blue chip company : A blue chip is a nationally recognized, well-established and financially

sound company. Blue chips generally sell high-quality, widely accepted products and services. Blue chip companies are known to weather downturns and operate profitably in the face of adverse economic conditions, which helps to contribute to their long record of stable and reliable growth.

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Boom :A boom refers to a period of increased commercial activity within either a business, market, industry or economy as a whole.

Branded goods :goods that are sold normally under the brands of their suppliers/manufacturers

Bulletin boards :a board on the wall of a classroom, office, etc., where things (such as written notices or pictures) are put so that they can be seen by many people

Buyer : Professional purchaser specializing in a specific group of materials, goods, or services, and experienced in market analysis, purchase negotiations, bulk buying, and delivery coordination.

Buyer beware :It is a principle of contract law in many jurisdictions that places the onus on the buyer to perform due diligence before making a purchase. The term is commonly used in real property transactions, but applies to other goods, as well as some services. 

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Case study :Documented study of a specific real-life situation or imagined scenario, used as a training tool in business schools and firms

Carat : a measure of the purity of gold, pure gold being 24 carats. "23-carat gold"

Cartel :an association of manufacturers or suppliers with the purpose of maintaining prices at a high level and restricting competition.

Cash discount :A cash discount is a deduction allowed by the seller of goods or by the provider of services in order to motivate the customer to pay within a specified time

Circular letter : A circular letter is a document or letter that is sent to a closed group of people with the intention of being widely circulated. In business, circular letters are used to inform their recipients of new policies or other important matters.

Claim: Legal demand or assertion by a claimant for compensation, payment, or reimbursement for a loss under a contract, or an injury due to negligence.2. Amount claimed by a claimant.

Copyright :the exclusive and assignable legal right, given to the originator for a fixed number of years, to print, publish, perform, film, or record literary, artistic, or musical material.

Collection letter :Written notification of the pending amounts, meant to prod past-due customers to make a payment.

Committee :  A group of people officially delegated to perform a function, such as investigating, considering, reporting, or actingon a matter.

Communication log :  A record that documents the communications that you have had concerning an action item, assessment item, lease, project, or compliance item. For example, you may use a communication log to record a conversation, a meeting summary, communication attempts, and so on.

Compensation something, typically money, awarded to someone in recognition of loss, suffering, or injury :

Consensus : a general agreement. Covering letter : a letter sent with, and explaining the contents of,

another document or a parcel of goods. "you will need to write a covering letter to send with your CV" Credit : the ability of a customer to obtain goods or services before

payment, based on the trust that payment will be made in the future. Credit squeeze : A credit crunch (also known as a credit

squeeze orcredit crisis) is a sudden reduction in the general availability of loans (or credit) or a sudden tightening of the conditions required to obtain a loan from the banks.

Dead freight  the amount paid by or recoverable from a charterer of a ship for such part of the ship's capacity as the charterer has contracted for but fails to occupy; also : the unoccupied space in such a ship.:

Demonetize : deprive (a coin or precious metal) of its status as money.

Depreciation : a reduction in the value of an asset with the passage of time, due in particular to wear and tear.

Devaluation : the reduction or underestimation of the worth or importance of something

“Fair claim,fair adjustment” : a policy by means of which the claim of a customer is granted if the complaint is found to be genuine after investigation

Follow up letter : an action or thing that serves to increase the effectiveness of a previous on, as a second or subsequent letter, phone call, or visit.

Four C’s of credit : character,capacity,capital,conditions. Hierarchy : A hierarchy is an organizational structure in which

items are ranked according to levels of importance.

House organs :A house organ (also variously known as an in-house magazine, in-house publication, house journal, shop paper, plant paper, or employee magazine) is a magazine or periodical published by a company for its customers or its employees.

Inspection report : A confidential report prepared for a life or health insurance company on a risk, setting out the moral and physical hazards that may or may not be present.

Jargon :special words or expressions used by a profession or group that are difficult for others to understand.

Memo :a usually brief written message from one person or department in an organization, company, etc., to another.

Minutes : a : a brief note (as of summary or recommendation) b : memorandum, the official record of the proceedings of a meeting.

Morale : the confidence, enthusiasm, and discipline of a person or group at a particular time.

Post-script :an additional remark at the end of a letter, after the signature and introduced by ‘PS’

Prospect : a person regarded as likely to succeed or as a potential customer, client, etc

Report : give a spoken or written account of something that one has observed, heard, done, or investigated.

Sales letter series :A sales letter is a piece of direct mail which is designed to persuade the reader to purchase a particular product or service in the absence of a salesman. It has been defined as "A form of direct mail in which an advertiser sends a letter to a potential customer."

Survey : a general view, examination, or description of someone or something.

Testimonials : a formal statement testifying to someone's character and qualifications

Trade journal : a periodical containing news and items of interest concerning a particular time

Window envelopes : an envelope having an opening through which the address on the enclosure is visible.

Embargo :impose an official ban on (trade or a country or commodity).

Fiscal year : North American term for financial year Forgery : the action of forging a copy or imitation of a document,

signature, banknote, or work of art

Franchise : an authorization granted by a government or company to an individual or group enabling them to carry out specified commercial activities, for example acting as an agent for a company's products.

Go slow :a form of industrial action in which work or progress is deliberately delayed or slowed down.

Guarantee : a formal assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality

Incentive :  something that incites or tends to incite to action or greater effort, as a reward offered for increased productivity

Journal : business diary in which all financial data (taken usually from a journal voucher) pertaining to the day to day business transactions of a firm is recorded using double-entry bookkeeping system

Lay off : Suspension or termination of employment (with or without notice) by the employer or management. Layoffs are not caused by any fault of the employees but by reasons such as lack of work, cash, or material. Permanent layoff is called redundancy.

Lien : A right given to another by the owner of property to secure a debt, or one created by law in favor of certain creditors

Listed company :  Company whose shares are traded on an official stock exchange.

Merger : A merger is a deal to unite two existing companies into one new company. 

Mortgage : a legal agreement by which a bank, building society, etc. lends money at interest in exchange for taking title of the debtor's property, with the condition that the conveyance of title becomes void upon the payment of the debt.

OligopolyOligopoly is a market structure in which a small number of firms has the large majority of market share. An oligopoly is similar to a monopoly, except that rather than one firm, two or more firms dominate the market. 

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Parent company : A parent company is a company that controls other, smaller businesses by owning an influential amount of voting stock or control.

Pay off : Complete repayment of a loan (principal plus interest), full discharge of an obligation, or the return from a deal, decision or investment.

Pie chart : A type of graph in which a circle is divided into sectors that each represent a proportion of the whole

Prospectus : A prospectus is a formal legal document that is required by and filed with the Securities and Exchange Commission that provides details about an investment offering for sale to the public. 

Quorum : The minimum number of members of an assembly or society that must be present at any of its meetings to make the proceedings of that meeting valid.

Recession: Recession is a significant decline in activity across the economy, lasting longer than a few months. It is visible in industrial production, employment, real income and wholesale-retail trade.

Red tapism :Red tape is the colour of binding tape of the Government files in which the papers are kept tied up. The word is used for delay in moving the papers in Government Departments.

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• Royalty : A royalty is a payment to an owner for the use of property, especially patents, copyrighted works, franchises or natural resources. 

Slump : a sudden severe or prolonged fall in the price, value, or amount of something.

Strategy : a plan of action designed to achieve a long-term or overall aim. Tariff : a tax or duty to be paid on a particular class of imports or exports. Underwriter : Entity who (1) is in the business of evaluating and taking

over other people's risk for a fee variously called a commission, interest, premium, or underwriting spread, or (2) sponsors an event or program by paying all or part of the associated expenses in return for publicity or its name, message, and/or product.

WritA written order issued by a court, commanding the party to whom it is addressed to perform or ceaseperforming a specified act.

Xerography : A dry copying process in which black or coloured powder adheres to parts of a surface remaining electrically charged after being exposed to light from an image of the document to be copied.

PARAGRAPH WRITING AND COMMUNICATION SKILLS

Chapter 10

What makes a good communicator?

Clarity

Integrity Timing

Adequacy

Tips to good communication skillsMaintain eye contact with the audience Body awareness Gestures and expressions Convey one's thoughts Practice effective communication skills

At Last

Effective Communication . . .

It is two way.It involves active listening.

It reflects the accountability of speaker and listener.

It utilizes feedback.It is free of stress.

It is clear.