fybms- business communication

Business Business CommunicationCommunication

SyllabusSyllabus

Unit No. I

Fundamentals of Communication Definition, Meaning Types, process and importance

Unit No. II

Effective Communication Concept and Practice of Effective Communication

Barriers to Effective CommunicationMethods to Improve Communication Skills

Continued…Continued…

Unit No. III

Written Communication Skills• Report Writing• Letter Writing• Preparation of Promotional Material

Unit No. IV

Oral Communication Skills • Understanding Audience• Use of Language• Use of Tone• Understanding Body Language

Reference BooksReference Books

No. Title Author Publisher

1 Effective Communication Rai Urmila , Mumbai

2 Business Communication Kaul Prentice Hall

3 Basic Business Communication Lesikar TMH

4 Business Communication & Personality Development

Das Excel Books,

5 How to Listen Better? Pramila Ahuja & G Ahuja

Sterling Publication

6 Contemporary Business Communication

Scot Biztantra

7 Business Communication for Managers : An Advanced Approach

Penrose Thomson learning

8 Business Correspondence Whitehead G & H A.H. Wheeler,

IntroductionsIntroductions Name?Name? Educational Background?Educational Background? Family Background?Family Background? Why BMS? Why Vidyalankar?Why BMS? Why Vidyalankar? Interesting fact about yourself…Interesting fact about yourself…

Objectives of the courseObjectives of the course Understanding of what communication is Understanding of what communication is

all about- Barriers, importance, all about- Barriers, importance, techniques etctechniques etc

Speaking and listening skillsSpeaking and listening skills Correct use of Language- wordsCorrect use of Language- words Body LanguageBody Language Presentation and group discussion skillsPresentation and group discussion skills Written communication- report, letter, Written communication- report, letter,

notes etcnotes etc

Communication in the Communication in the early agesearly ages

Symbols such as Cave Symbols such as Cave paintings, rock paintings, rock carving(carving(30,000yrs)30,000yrs)

Smoke signalsSmoke signals Story telling- Story telling-

documenting documenting information for future information for future generationsgenerations

Drums- concerns and Drums- concerns and eventsevents

First form- Mulberry wood First form- Mulberry wood blocks.blocks.

Johann Gutenburg- Actual Johann Gutenburg- Actual printing press invented in 1450. printing press invented in 1450.

Between 1450 and the 1800s Between 1450 and the 1800s with the invention of power press with the invention of power press lot changed. 1600's- printing was lot changed. 1600's- printing was used for business used for business

In 1728 Ben Franklin printed In 1728 Ben Franklin printed newspaper- The Pennsylvania newspaper- The Pennsylvania Gazette and the Poor Richard's Gazette and the Poor Richard's AlmanacAlmanac

Printing Printing PressPress

TelegraphTelegraph

Samuel Finley Breese Samuel Finley Breese Morse conceived the idea of Morse conceived the idea of telegraph on a sailing shiptelegraph on a sailing ship

1844-It became a success1844-It became a success 1874- Thomas Edison 1874- Thomas Edison

invented quadruplex invented quadruplex telegraphy, where two telegraphy, where two messages could be sent in messages could be sent in each direction at one time.each direction at one time.

1915- eight or more 1915- eight or more messages be sent at one messages be sent at one time. time.

What is communication?What is communication? Process of passing information and Process of passing information and

understanding from one person to understanding from one person to anotheranother

The exchange of thoughts, The exchange of thoughts, messages, or information, as by messages, or information, as by speech, signals, writing, or speech, signals, writing, or behaviour.behaviour.

2 Part process:2 Part process:• Convey- clear and unambiguousConvey- clear and unambiguous• Receive- as little distortion as Receive- as little distortion as

possiblepossible

Elements of Elements of CommunicationCommunication

Source/ Sender (Initiates action)Source/ Sender (Initiates action) Audience/ Receiver (Intended for Audience/ Receiver (Intended for

this person)this person) Goal/ Purpose (Why communicate)Goal/ Purpose (Why communicate) Context/ Environment (Background)Context/ Environment (Background) Message (Content)Message (Content) Feedback (Response)Feedback (Response)

Process of Process of CommunicationCommunication

Feedback

TWO WAY COMMUNICATION PROCESS

Mediums of Mediums of CommunicationCommunication

Activity 1: StoryActivity 1: Story

Business CommunicationBusiness Communication

All messages sent and received for All messages sent and received for official purpose like running a official purpose like running a business, managing an organization business, managing an organization etc.etc.

Role of CommunicationRole of Communication

Entry into an organizationEntry into an organization Holds an organization togetherHolds an organization together Expressing ideas effectivelyExpressing ideas effectively Managing relationships at workManaging relationships at work Communication to the customerCommunication to the customer

CharacteristicsCharacteristics

Activity 2: Dumb Activity 2: Dumb CharadesCharades

PurposePurpose

Giving/ receiving informationGiving/ receiving information InstructionsInstructions ComplaintComplaint Persuade someonePersuade someone LearnLearn MotivateMotivate Show appreciationShow appreciation

ObjectivesObjectives

Information:Information: Facts and figuresFacts and figures

Persuasion:Persuasion: Making efforts to Making efforts to change or influence the attitudes change or influence the attitudes and behaviors of othersand behaviors of others

Information vs. Information vs. PersuasionPersuasion

Persuasion

Basis of information

Skillful appeal to emotions

Use of symbols, body language etc

Aid

Information

Element of persuasion

No emotion

Facts and figures

Essential to carry out tasks

INFORMATIVE

PERSUASION

Downward Downward Communication Communication

ObjectivesObjectives InstructionInstruction OrderOrder Education and TrainingEducation and Training On the Job TrainingOn the Job Training MotivationMotivation Raising MoraleRaising Morale Counseling Counseling AdviceAdvice WarningWarning AppreciationAppreciation

Instruction:Instruction: How to carry out processHow to carry out process Supervisor- staffSupervisor- staff DemonstrationDemonstration

Order:Order: Formal AssignmentFormal Assignment

Education and Training:Education and Training: Training- changing attitudesTraining- changing attitudes Customer educationCustomer education

On the job training:On the job training: InductionInduction Smooth FunctioningSmooth Functioning Information booklets, policy Information booklets, policy

statements etc.statements etc.

MotivationMotivation

How to Motivate?How to Motivate?

Listen and show respectListen and show respect Due creditDue credit Avoid personal criticismAvoid personal criticism Open CommunicationOpen Communication Instructions- friendly, cooperativeInstructions- friendly, cooperative Clear Instructions/ ExpectationsClear Instructions/ Expectations

Reward

Celebrate

Success

Activity 3: MotivationActivity 3: Motivation

Raising MoraleRaising Morale

The confidence, enthusiasm and discipline The confidence, enthusiasm and discipline of a person / group at a given timeof a person / group at a given time

Morale, also known as espirit de corps, is Morale, also known as espirit de corps, is a term for the capacity of people to a term for the capacity of people to maintain belief in an institution or a goal, maintain belief in an institution or a goal, or even in oneself and others. or even in oneself and others.

"morale is the capacity of a group of "morale is the capacity of a group of people to pull together persistently and people to pull together persistently and consistently in pursuit of a common consistently in pursuit of a common purpose".purpose".

High Morale= High Morale= Confidence in:Confidence in:

Self: Self: Can meet challengesCan meet challenges

Management: Management: Support systemSupport system

Company’s ability: Company’s ability: Outside Outside stressorsstressors

When negativity goes unchecked, morale slips, productivity suffers, and people stop working

well together.

Counseling:Counseling: Special form of advice by Special form of advice by

specialistsspecialists legal, psychiatric, educational etclegal, psychiatric, educational etc

Advice:Advice: Manager/ Supervisor to junior Manager/ Supervisor to junior

employeesemployees Oral, face to faceOral, face to face Informal/ ConfidentialInformal/ Confidential

Warning:Warning: Advising or urging to be carefulAdvising or urging to be careful Authoritative or formalAuthoritative or formal Warning with legal actionWarning with legal action

AppreciationAppreciation AchievementAchievement AwardsAwards

Activity 4: Activity 4: Differentiate between Differentiate between motivation and moralemotivation and morale

Objectives of horizontal/ Objectives of horizontal/ lateral communicationlateral communication

Exchange of informationExchange of information RequestRequest DiscussionDiscussion CoordinationCoordination Conflict resolutionConflict resolution Problem solvingProblem solving AdviceAdvice Social and emotional supportSocial and emotional support

Methods of Methods of CommunicationCommunication

VerbalVerbal OralOral WrittenWritten

Non-VerbalNon-Verbal Graphics (Maps, charts, diagrams etc)Graphics (Maps, charts, diagrams etc)

Verbal CommunicationVerbal Communication

Goal is to have people understand Goal is to have people understand what we are trying to saywhat we are trying to say

Language: common system of Language: common system of symbols which we use for sharing symbols which we use for sharing our experience with others.our experience with others.

Other methods: Gestures, Body Other methods: Gestures, Body language, tone, movement, dressing language, tone, movement, dressing stylestyle


KISS (Keep It Short and Simple) KISS (Keep It Short and Simple) When we speak, only approximately 10% When we speak, only approximately 10%

of the words we use get through to others.of the words we use get through to others. Put yourself on the other side of the table.Put yourself on the other side of the table. No Jargon/ slang= Simple language, No Jargon/ slang= Simple language,

careful usecareful use Most Important, watch your BODY Most Important, watch your BODY

LANGUAGE!LANGUAGE!

Slang/ LanguageSlang/ Language

You put me in a spinYou put me in a spin That was a Googly!That was a Googly! Sixer!Sixer! Back to pavillionBack to pavillion

Right use of words?Right use of words?

Fast Color?Fast Color? Fast Friends?Fast Friends? Fast Typist?Fast Typist? Fast Asleep?Fast Asleep? Fast Girl?Fast Girl? Fast Speed?Fast Speed?

Oral CommunicationOral Communication

More natural and immediateMore natural and immediate Internal and externalInternal and external Best form= flows from both sidesBest form= flows from both sides Goal: make personal contact with the audienceGoal: make personal contact with the audience

7% Words38% Tone55% Body Language

Channels of Oral Channels of Oral CommunicationCommunication

Face to faceFace to face TelephonicTelephonic PresentationPresentation Public SpeechPublic Speech InterviewInterview Group DiscussionGroup Discussion NegotiationNegotiation MeetingsMeetings

Written CommunicationWritten Communication Extends the speed and power of oral Extends the speed and power of oral

communicationcommunication Long lastingLong lasting Grabs attentionGrabs attention Time gapTime gap

Quality of paper, language, mode of Quality of paper, language, mode of communication, accompanying bodycommunication, accompanying body

language.language.

Channels of Written Channels of Written CommunicationCommunication

LetterLetter MemorandumMemorandum NoticeNotice CircularCircular ReportReport Minutes of the meetingMinutes of the meeting

AttributesAttributes

SpeedSpeed RecordRecord Precision and AccuracyPrecision and Accuracy LengthLength ExpenseExpense Body LanguageBody Language FeedbackFeedback

Making Communication Making Communication EffectiveEffective

Tactful use of language, Tactful use of language, proper usageproper usage

Asking for ActionAsking for Action Imperative or command sentences :Please Imperative or command sentences :Please

make the payment…make the payment… Direct Command (not polite, no please): Direct Command (not polite, no please):

Inform us immediatelyInform us immediately Book your order beforeBook your order before

Formal directFormal direct We request you to…We request you to… We We mustmust request request

Formal indirect: I shall be grateful if you Formal indirect: I shall be grateful if you grant me an interviewgrant me an interview

Handling negativesHandling negatives

Accentuate the positive (positive Accentuate the positive (positive wording)wording)

Style, manner, tone of the letterStyle, manner, tone of the letter Avoid negative connotation: NOT, Avoid negative connotation: NOT,

REFUSE, STOP, FAILURE, REFUSE, STOP, FAILURE, NEGLIGENCENEGLIGENCE

Express negative ideas in positive Express negative ideas in positive termsterms

How?How? Emphasize what something IS rather Emphasize what something IS rather

than NOTthan NOT Stress what you CAN DO rather than Stress what you CAN DO rather than

NOTNOT Start with POSITIVE action rather Start with POSITIVE action rather

than EXPLAINATION or APOLOGYthan EXPLAINATION or APOLOGY Avoid words that convey unpleasant Avoid words that convey unpleasant

ideasideas Express what is agreeable firstExpress what is agreeable first

Support refusal withSupport refusal with Acceptable, well explained reasonAcceptable, well explained reason ApologyApology Alternative offer or a suggestionAlternative offer or a suggestion

Position: Position: beginning and end- positive ideasbeginning and end- positive ideas Middle of sentence paragraph: negative Middle of sentence paragraph: negative

ideasideas Space: More to positive and less to Space: More to positive and less to

negativenegative

Talking about errorsTalking about errors

DONTS: Accusing, fault finding, DONTS: Accusing, fault finding, superior, victorioussuperior, victorious

DO: Cooperative, courteous, patient, DO: Cooperative, courteous, patient, clear, friendlyclear, friendly

Active and Passive voice:Active and Passive voice: Active- lively and vigorous: You did not Active- lively and vigorous: You did not

wrap the presentwrap the present Passive-Indirect, tame: The present was Passive-Indirect, tame: The present was

not wrapped in time.not wrapped in time.

Techniques of EmphasisTechniques of Emphasis

Placing: Beginning or endPlacing: Beginning or end Space and timeSpace and time Type of sentence usedType of sentence used

Active voice emphasis: DoerActive voice emphasis: Doer Passive voice emphasis: ActionPassive voice emphasis: Action

Mechanical devices: Important idea Mechanical devices: Important idea in capital or italics, highlighted etc.in capital or italics, highlighted etc.

TipsTips know what you are talking about or writing aboutknow what you are talking about or writing about Clear, crisp and to the point.Clear, crisp and to the point. Short, straight and simple sentencesShort, straight and simple sentences Know your audienceKnow your audience Right thing at the right time with the holistic Right thing at the right time with the holistic

picture in mindpicture in mind Genuinely feel it!Genuinely feel it! Believe in yourselfBelieve in yourself Allow or create openings for the listener to clarify Allow or create openings for the listener to clarify

doubts if any.doubts if any.

Activity 5: Book (Page Activity 5: Book (Page 39)39)

Non- Verbal Non- Verbal CommunicationCommunication

Body Language, SilenceBody Language, Silence Facial Expressions, SignsFacial Expressions, Signs Gestures, Visuals, PostersGestures, Visuals, Posters PosturesPostures ColorsColors Dress and GroomingDress and Grooming Maps, Graphs, ChartsMaps, Graphs, Charts

Body LanguageBody Language

Facial Expressions: mirrors emotions Facial Expressions: mirrors emotions and conveys different messages. (Eye and conveys different messages. (Eye contact, smiling, frowning, raising contact, smiling, frowning, raising eyebrows, pursing lips)eyebrows, pursing lips)

Gestures: Action of the hand, head or Gestures: Action of the hand, head or body. (Namaste, Stop, hitting etc)body. (Namaste, Stop, hitting etc)

Posture: Manner in which we carry Posture: Manner in which we carry ourselves, walk, sit, stand. Hunched ourselves, walk, sit, stand. Hunched shoulders, slouching in chair= low self shoulders, slouching in chair= low self confidence/ low energy/ shy.confidence/ low energy/ shy.

Dress and GroomingDress and Grooming

Clothes we wear- Clothes we wear- occasions and occasions and placesplaces

Our attention to Our attention to neatness- nails, neatness- nails, feet, hairfeet, hair

ProxemicsProxemics Proxemics: Study of space and how we Proxemics: Study of space and how we

use it to improve communication.use it to improve communication. Intimate- Immediate family, close Intimate- Immediate family, close

friendsfriends Personal- Friends and colleaguesPersonal- Friends and colleagues Social- Senior or junior colleaguesSocial- Senior or junior colleagues Formal/ Public space- Formal/ Public space-

meetings and public meetings and public

gatheringsgatherings

ParalanguageParalanguage

Pitch and volumePitch and volume Modify meaning and convey Modify meaning and convey

emotionsemotions Hmm… ahh…Hmm… ahh… How you say what you sayHow you say what you say Alter meaning significantly. (e.g. Alter meaning significantly. (e.g.

Close the door)Close the door)

SilenceSilence

Powerful form of CommunicationPowerful form of Communication Convey ideas and emotions through Convey ideas and emotions through

silence silence Agreement/ DisagreementAgreement/ Disagreement Approval/ DisapprovalApproval/ Disapproval SympathySympathy AngerAnger ShynessShyness

Visual and Auditory Visual and Auditory Signs and SignalsSigns and Signals

Sign- fixed (image)Sign- fixed (image) Signal- dynamic with an element of Signal- dynamic with an element of

change (color, light or sound)change (color, light or sound)

PostersPosters

Combination of Verbal Combination of Verbal and Non verbaland Non verbal Advertising, Advertising,

educational purpose, educational purpose, spread awareness etc.spread awareness etc.

Well designed posterWell designed poster Headline: Short but Headline: Short but

catchycatchy Illustration: Visual partIllustration: Visual part Copy: Written matterCopy: Written matter

Maps, Graphs and ChartsMaps, Graphs and Charts

Maps: Shows location, size and other Maps: Shows location, size and other featuresfeatures

Line graphs: Consists of lines Line graphs: Consists of lines displaying variations of two displaying variations of two quantities.quantities.

Charts: Used for mounting maps and Charts: Used for mounting maps and graphs for better visual effectgraphs for better visual effect

ColorsColors

Can convey direct Can convey direct messages: traffic signal, messages: traffic signal, red flagred flag

Colors are symbolic in Colors are symbolic in nature: nature: Flags of different countriesFlags of different countries red= auspicious and goodred= auspicious and good white= peacewhite= peace

Can mean different things Can mean different things in different culturesin different cultures

Barriers to Effective Barriers to Effective CommunicationCommunication

Barrier: Obstacle/ Hindrance or a Barrier: Obstacle/ Hindrance or a problemproblem

Any factor that hinders the process of Any factor that hinders the process of communicationcommunication

Types of barriers:Types of barriers: Physical or environmentalPhysical or environmental Language or semantic barriersLanguage or semantic barriers Psychological barriersPsychological barriers Cross- cultural barriersCross- cultural barriers

1. Physical or 1. Physical or Environmental BarriersEnvironmental Barriers

Caused by Caused by Noise- traffic, people etcNoise- traffic, people etc Time- time zones Time- time zones Distance- physical distance between Distance- physical distance between

peoplepeople Physiological factors such as- Physiological factors such as-

stammering, hearing defects, stammering, hearing defects, mumblingmumbling

Mechanical problemsMechanical problems

2. Language or Semantic 2. Language or Semantic BarrierBarrier

Language is the main Language is the main medium of medium of communication and communication and words are its tools.words are its tools.

Levels:Levels: Semantic (Meaning)Semantic (Meaning) Syntactic (Grammar)Syntactic (Grammar) Phonological Phonological

(Pronunciation, pitch)(Pronunciation, pitch) Linguistic (Across Linguistic (Across

languages)languages)

Continued…Continued… Words are of two kinds: Extensional (clear in Words are of two kinds: Extensional (clear in

their meaning) and Intentional (descriptive their meaning) and Intentional (descriptive words, can be understood differently)words, can be understood differently)

Same words used in different context (hard Same words used in different context (hard chair, hard hearted, hard drink, having a chair, hard hearted, hard drink, having a hard time)hard time)

Same pronunciation of words: Same pronunciation of words: weather/whether, principle/principalweather/whether, principle/principal

Unfamiliar LanguageUnfamiliar Language Jargon/ Unfamiliar TerminologyJargon/ Unfamiliar Terminology

3. Psychological Barriers3. Psychological Barriers Emotions: Connected Emotions: Connected

to the communication to the communication received/ mind of the received/ mind of the receiverreceiver

PrejudicePrejudice Halo effect: Error of Halo effect: Error of

judgment (extreme judgment (extreme like/ dislike of a like/ dislike of a person)person)

Self image or Self image or different perceptiondifferent perception


Closed mind: Refuses to accept an Closed mind: Refuses to accept an idea or opinion.idea or opinion.

Status: Rank or position. When a Status: Rank or position. When a person becomes too conscious of person becomes too conscious of status (high or low).status (high or low).

Inattentiveness and ImpatienceInattentiveness and Impatience

4. Cross- Cultural 4. Cross- Cultural BarriersBarriers

Culture: “complex system of values, traits, Culture: “complex system of values, traits, morals and customs shared by a society.”morals and customs shared by a society.”

Cultural diversity within a country/ Cultural diversity within a country/ different countries.different countries.

Food and dressing habits are differentFood and dressing habits are different Concepts of space and time are also Concepts of space and time are also

differentdifferent Fashionably lateFashionably late Holding hands Holding hands

Overcoming BarriersOvercoming Barriers Physical: Loudspeakers, signals and signs etcPhysical: Loudspeakers, signals and signs etc Language Barriers: Language Barriers: Sender and receiver must chose language Sender and receiver must chose language

they both understand they both understand Translator/ interpreter. Translator/ interpreter. Careful study and accurate use of languageCareful study and accurate use of language Psychological: Adopting a open minded Psychological: Adopting a open minded

attitude. Training oneself to listen to others. attitude. Training oneself to listen to others. Cultivating tolerance to multiple views. Cultivating tolerance to multiple views. Listening!!!Listening!!!

Activity 6: Activity 6: Selective listeningSelective listening

ListeningListening Hearing: Being aware of some soundHearing: Being aware of some sound Listening: Conscious effort involving Listening: Conscious effort involving

mental activity to make sense of and mental activity to make sense of and interpret. interpret.

40- 50% of our total time and 1/3 40- 50% of our total time and 1/3 working time is spent in receiving working time is spent in receiving information.information.

Intake is at 25% or less. Intake is at 25% or less.

Half of which is forgotten in 48hrs.Half of which is forgotten in 48hrs. Active process that requires full Active process that requires full

concentration, attention and effortconcentration, attention and effort

Listening ProcessListening Process

Barriers to listeningBarriers to listening

DistractionsDistractions Faking attention or pretending to listenFaking attention or pretending to listen Defensive listeningDefensive listening PrejudicePrejudice Constant focus on selfConstant focus on self Information overloadInformation overload The thinking- speaking rateThe thinking- speaking rate Short attention spanShort attention span

Distractions:Distractions:

Semantic:Semantic: Listener is confused Listener is confused about the actual meaning of wordabout the actual meaning of word

Physical:Physical: Noise in the surrounding, Noise in the surrounding, microphone fails, distraction from microphone fails, distraction from other members.other members.

Mental distraction: Mental distraction: Daydreams, Daydreams, tensions, frustrationstensions, frustrations

Faking attention: Faking attention: Message is Message is uninteresting or difficult, listener is uninteresting or difficult, listener is critical of the speaker’s appearance, critical of the speaker’s appearance, mannerisms etc.mannerisms etc.

Defensive listening: Defensive listening: Speaker’s views Speaker’s views challenge the listener’s beliefs.challenge the listener’s beliefs.

Prejudice: Prejudice: Listener’s bias, negative Listener’s bias, negative attitude, fear, stress etc.attitude, fear, stress etc.

Constant focus of self: Ego= I know Constant focus of self: Ego= I know everything the speaker is talking about, everything the speaker is talking about, don’t need to listen.don’t need to listen.

Information overload: exposed to too many Information overload: exposed to too many words or points. Pick up important ones and words or points. Pick up important ones and leave out the rest.leave out the rest.

The thinking- speaking rate: Speaking rate The thinking- speaking rate: Speaking rate is 125 to 150words/ min. Thinking rate is is 125 to 150words/ min. Thinking rate is 400 words/min. the extra time is spent day 400 words/min. the extra time is spent day dreaming or shifting focus. dreaming or shifting focus.

Short attention span: Special effort to focus.Short attention span: Special effort to focus.

Listening StrategiesListening Strategies

Preparation for listening: Preparation for listening: Environment should be conducive to Environment should be conducive to listening. Eliminate physical barriers.listening. Eliminate physical barriers.

Background knowledge: listen Background knowledge: listen intelligently, bearing in mind the intelligently, bearing in mind the speaker, topic and situation.speaker, topic and situation.

Re-organize the material in mind: Re-organize the material in mind: Identify the central point, supporting Identify the central point, supporting points, headings- ease of recall.points, headings- ease of recall.

continued…continued…

Focusing on the speaker’s matter rather than Focusing on the speaker’s matter rather than the manner.the manner.

Listening actively: Listening actively: Be considerate to the speaker and empathize. Be considerate to the speaker and empathize. Alert listening pose- speaker is at ease and Alert listening pose- speaker is at ease and

formulates better ideas. formulates better ideas. Positive attitude: Every talk, at least 1 new Positive attitude: Every talk, at least 1 new

learning.learning. Listening with complete concentration: Listening with complete concentration:

differentiate between argument and evidence, differentiate between argument and evidence, idea and example, fact and opinion.idea and example, fact and opinion.

continued…continued… Interaction: ImportantInteraction: Important

Allow the speaker to finish the talk. DON’T Allow the speaker to finish the talk. DON’T interrupt.interrupt.

DON’T indulge in undesirable activity.DON’T indulge in undesirable activity. DON’T contradict speaker.DON’T contradict speaker. DON’T anticipate in your mind what will be said DON’T anticipate in your mind what will be said

next.next. DON’T pass comments/ remarksDON’T pass comments/ remarks Only one person should speak at a time.Only one person should speak at a time. Be open to new ideas, ask questions, seek Be open to new ideas, ask questions, seek

clarifications.clarifications.


Patience: Don’t get restless or impatient. Patience: Don’t get restless or impatient. Don’t lose your temper.Don’t lose your temper.

Motivation: Confidence and trust in the Motivation: Confidence and trust in the speaker is necessary.speaker is necessary.

Introspection: Examine your own Introspection: Examine your own listening habits.listening habits.

Provide positive feedback: eye contact, Provide positive feedback: eye contact, facial expressions, nodding from time to facial expressions, nodding from time to time, leaning forward etc- encourage the time, leaning forward etc- encourage the speaker.speaker.

continued…continued… Listen for vocal or non vocal cues: tone of Listen for vocal or non vocal cues: tone of

voice, facial expressions- meaning more voice, facial expressions- meaning more effectively.effectively.

Make good use of time gap between Make good use of time gap between speaking and thinking: speaking and thinking: Reflect on what the speaker is sayingReflect on what the speaker is saying Mental summary, evaluate.Mental summary, evaluate.

Practice your listening skills: every time you Practice your listening skills: every time you cancan

Adapting to different communication events.Adapting to different communication events.

Styles of ListeningStyles of Listening

Empathic listening:Empathic listening: empathize with the empathize with the speaker, understand things from his/ her speaker, understand things from his/ her point of view.point of view.

Informational listening: Informational listening: Receive Receive information. Pay attention to the content information. Pay attention to the content and take notes.and take notes.

Evaluative listening: Evaluative listening: exposed to a great exposed to a great deal of material intended to persuade us deal of material intended to persuade us to accept the speaker’s point of view. to accept the speaker’s point of view. Evaluate and register what is important.Evaluate and register what is important.


Appreciative listening:Appreciative listening: favorite favorite music or watch enjoyable television music or watch enjoyable television program etc. Careful listening program etc. Careful listening enhances pleasure.enhances pleasure.

Critical Listening: critical and Critical Listening: critical and analytical, carefully considering the analytical, carefully considering the topic of argument, the intention of topic of argument, the intention of the speakerthe speaker

Business Letter WritingBusiness Letter Writing

Despite the popularity of email for Despite the popularity of email for internal and external internal and external communication, business letters communication, business letters have maintained their importance in have maintained their importance in commercial situation.commercial situation.

All advantages of written All advantages of written communication.communication. Permanent legal documentationPermanent legal documentation stored and referred to later.stored and referred to later.

Components/ Parts of a Components/ Parts of a Business LetterBusiness Letter

Basic/ Obligatory PartsBasic/ Obligatory Parts Address of sender/ letter headAddress of sender/ letter head DateDate Inside Address/ Receiver’s addressInside Address/ Receiver’s address SalutationSalutation Body of the letterBody of the letter Complimentary CloseComplimentary Close SignatureSignature

Optional PartsOptional Parts

1. Address of Sender/ 1. Address of Sender/ Letter headLetter head

Address of the sender Address of the sender printed at the top of the printed at the top of the letter.letter.

IncludesIncludes:: Name of sender/ Name of sender/

companycompany Postal, web, email Postal, web, email

addressaddress Telephone, telex, faxTelephone, telex, fax Logo or emblemLogo or emblem

Neat, uncluttered and Neat, uncluttered and should include should include necessary details.necessary details.

2. Date2. Date

Date, month and year on which it is Date, month and year on which it is written for legal validity.written for legal validity.

Essential for the purpose of filing Essential for the purpose of filing and sorting letters.and sorting letters.

Writing the date:Writing the date: American method: August 12, 2009American method: August 12, 2009 British method: 12 August, 2009British method: 12 August, 2009 Indian method: 12/08/2009 (can cause Indian method: 12/08/2009 (can cause

confusion)confusion)

Inside AddressInside Address

Inside address: Address of the Inside address: Address of the receiver. Should include:receiver. Should include: Full name (Optional)Full name (Optional) Name and address of the company he Name and address of the company he

works for (Optional)works for (Optional) DesignationDesignation Address of correspondenceAddress of correspondence

SalutationSalutation

Mode of addressing or greeting the Mode of addressing or greeting the recieverreciever Sir/ Madam (very formal- subordinate Sir/ Madam (very formal- subordinate

addressing the superior)addressing the superior) Dear Sir/ Dear Madam (most commonly used)Dear Sir/ Dear Madam (most commonly used) Sirs/ Dear Sirs (when one is writing to a Sirs/ Dear Sirs (when one is writing to a

company and not to an individual)company and not to an individual) Respected Sir (no longer being used)Respected Sir (no longer being used) Dear Mr./ Ms. ________ (when one knows the Dear Mr./ Ms. ________ (when one knows the

receiver)receiver)

MessageMessage Core of the letter.Core of the letter.

11stst step: Planning involves: step: Planning involves: Purpose of the letterPurpose of the letter Who is the receiverWho is the receiver What the sender wishes to achieve.What the sender wishes to achieve.

22ndnd Step: Structuring the message: Step: Structuring the message: Opening: required informationOpening: required information Middle: required detailsMiddle: required details Close: expected action.Close: expected action.

Complimentary close Complimentary close (subscription)(subscription)

Polite end of a letter.Polite end of a letter. Must not end abruptlyMust not end abruptly

Examples:Examples: ““Sir” or “Dear Sir”………… Sir” or “Dear Sir”…………

‘‘YYours ours ffaithfully’ or ‘aithfully’ or ‘YYours ours ttruly’ruly’ ‘‘Dear Mr. ____Dear Mr. ____

‘‘YYours ours ssincerely or ‘incerely or ‘YYours ours ccordially’ordially’

Signature Signature

Should be followed by full name and Should be followed by full name and designationdesignation

Signature authenticates a letterSignature authenticates a letter Signature makes the letter a legal Signature makes the letter a legal

binding entitybinding entity

SignatureSignature

Ms. Yogini ParanjpeMs. Yogini Paranjpe

Lecturer, MMS DepartmentLecturer, MMS Department

For the Head of DepartmentSignatureMs. Yogini ParanjpeLecturer, MMS Department

Optional parts of a Optional parts of a Business letterBusiness letter

Reference number: Typists initials, date Reference number: Typists initials, date on which received and serial number of on which received and serial number of letter. (may differ from organization to letter. (may differ from organization to organization)organization) Referencing makes it easier to respond.Referencing makes it easier to respond. Maintain recordMaintain record

Attention line: when the reader wants to Attention line: when the reader wants to focus the attention of the receiver to focus the attention of the receiver to whom the letter is addressed.whom the letter is addressed. For you kind attention…….For you kind attention…….


Subject/ Caption line: tells the Subject/ Caption line: tells the receiver what letter is about.receiver what letter is about.

Enclosures ( ): Attachments that one Enclosures ( ): Attachments that one sends with the letter. Photographs, sends with the letter. Photographs, brochures etc.brochures etc.

c.c. : carbon copy notationsc.c. : carbon copy notations P.S: Post Script. Become redundant.P.S: Post Script. Become redundant.

Format (neat and Format (neat and uncluttered appearance)uncluttered appearance)

1.1. Sender’s addressSender’s address

2.2. DateDate

3.3. The Inside addressThe Inside address

4.4. SalutationSalutation

5.5. SubjectSubject

6.6. MessageMessage

7.7. Complimentary CloseComplimentary Close

8.8. SignatureSignature

9.9. EnclosureEnclosure

Modified Block FormModified Block Form

1.1. Sender’s addressSender’s address

2.2. DateDate

3.3. The Inside addressThe Inside address

4.4. SalutationSalutation

5.5. SubjectSubject

6.6. MessageMessage

7.7. Complimentary CloseComplimentary Close

8.8. SignatureSignature

Principles/ Cs of Principles/ Cs of Business lettersBusiness letters

Making and answering enquiries, making Making and answering enquiries, making and answering complaints, handling and answering complaints, handling customer relations, advertising products, customer relations, advertising products, making credit enquiries, collecting dues making credit enquiries, collecting dues etc…etc…

Clear and precise manner with a clear tone.Clear and precise manner with a clear tone. Planning letter:Planning letter:

Content (what)Content (what) Expression (How): Language, vocabulary, tone Expression (How): Language, vocabulary, tone

etcetc

Activity 7: Letter Activity 7: Letter writingwriting

(Apology letter)(Apology letter)

InterviewsInterviews

Formal conversation when both Formal conversation when both concerned parties try to find out if concerned parties try to find out if the other party offers something the other party offers something valuable to them.valuable to them.

Two way process where both the Two way process where both the parties have a “need”.parties have a “need”.

Selection, promotion, assessment of Selection, promotion, assessment of performance etc.performance etc.

Types of InterviewsTypes of Interviews

1.1. Selection InterviewSelection Interview

2.2. Appraisal InterviewAppraisal Interview

3.3. Exit InterviewExit Interview

4.4. Grievance InterviewGrievance Interview

1. Selection Interview1. Selection Interview

Assess the entire personality of the Assess the entire personality of the candidatecandidate

Job Interview, Employment Interview, Job Interview, Employment Interview, Service InterviewService Interview

Face to face meetingFace to face meeting Requirements: Requirements:

Commitment: commitment towards the companyCommitment: commitment towards the company Adaptability: ease with which the candidate will Adaptability: ease with which the candidate will

fit infit in Aptitude and Ability: Capacity to do the jobAptitude and Ability: Capacity to do the job


Interview styles: (Normally combination of Interview styles: (Normally combination of styles)styles) Directional: Structured- specific, direct questions Directional: Structured- specific, direct questions

in a pre set order (consistency across candidates, in a pre set order (consistency across candidates, fair and easy)fair and easy)

Non Directional: Higher level recruitment (more Non Directional: Higher level recruitment (more of a question than an interview)of a question than an interview)

Behavioral: Specific examples of how a candidate Behavioral: Specific examples of how a candidate tackled problems in a similar role before.tackled problems in a similar role before.

Presentation: Higher levels- candidates are Presentation: Higher levels- candidates are required to make a presentation to a panel.required to make a presentation to a panel.


Format of Interviews:Format of Interviews: Pre Interview tests: Pre Interview tests:

Technical SkillsTechnical Skills Large number of candidates for few postsLarge number of candidates for few posts GD, Case study, role play etc includedGD, Case study, role play etc included

Individual: Single Interviewer. Focus is not Individual: Single Interviewer. Focus is not on technical know how but on adaptability on technical know how but on adaptability and commitment. Questions based on and commitment. Questions based on previous jobs.previous jobs.

Panel Interview: 2 or more people (1 HOD, 1 Panel Interview: 2 or more people (1 HOD, 1 HR, 1 internal/ external expert)HR, 1 internal/ external expert)


Structure of the Interview:Structure of the Interview: Introduction: Welcome (making Introduction: Welcome (making

candidate comfortable)- Assess dress, candidate comfortable)- Assess dress, posture, handshake, smile, body posture, handshake, smile, body language etc.language etc.

Body of Interview (Q and A): Body of Interview (Q and A): Information about organization, job Information about organization, job requirement, purpose etc followed by requirement, purpose etc followed by questions from both parties.questions from both parties.


Questioning Styles:Questioning Styles: Closed Questions: Yes- No answers Closed Questions: Yes- No answers

(Short Answers)(Short Answers) Open- ended questions: How, What, Open- ended questions: How, What,

When, Tell me etcWhen, Tell me etc Probing Questions: Follow up questions Probing Questions: Follow up questions

to check for contradiction. to check for contradiction. Leading questions: find out views, Leading questions: find out views,

opinions on a variety of topics/ issues…opinions on a variety of topics/ issues…


Potential Interview Questions:Potential Interview Questions: Tell us something about yourselfTell us something about yourself What do your colleagues/ superiors say What do your colleagues/ superiors say

about you?about you? How can you contribute to our How can you contribute to our

organization?organization? Mention your three greatest strengths and Mention your three greatest strengths and

weaknesses.weaknesses. What are your long term career goals?What are your long term career goals? Why do you want to join our organization?Why do you want to join our organization?

2. Appraisal Interview2. Appraisal Interview

Employer’s view on the performance of the Employer’s view on the performance of the employee with the employee to help employee with the employee to help improve:improve: Employee performanceEmployee performance RelationshipRelationship Ironing out differencesIroning out differences Recommending the employee for promotion etcRecommending the employee for promotion etc

Positive, forthright and ready for a frank Positive, forthright and ready for a frank discussion (past performance, setting discussion (past performance, setting bench marks etc)bench marks etc)

3. Exit Interview3. Exit Interview

Will make the employee speak his/ Will make the employee speak his/ her mind freelyher mind freely

Must be conducted discreetlyMust be conducted discreetly Aims at seeking information to Aims at seeking information to

improve organization, grow.improve organization, grow.

4. Grievance Interview4. Grievance Interview

To address the complaints of the To address the complaints of the employees in order to:employees in order to: Resolve issues before they get out of Resolve issues before they get out of

handhand Gain an insight into employee problemsGain an insight into employee problems Win goodwill and confidence of Win goodwill and confidence of

employeesemployees Create atmosphere of harmony within Create atmosphere of harmony within

the organization.the organization.

ACTIVITYACTIVITY

What are your strengths and What are your strengths and weaknessesweaknesses

Where do you see yourselves 5yrs Where do you see yourselves 5yrs from nowfrom now

Tell us something about your parentsTell us something about your parents Introduce yourselfIntroduce yourself Should BC be introduced at T.Y. Should BC be introduced at T.Y.

instead of F.Y. level in the BMS instead of F.Y. level in the BMS course?course?

Activity 8: Interview Activity 8: Interview QuestionQuestion

1. What are your strengths and weaknesses

2. Where do you see yourselves 5yrs from now

3. Tell us something about your parents

4. Introduce yourself5. Should BC be introduced at T.Y.

instead of F.Y. level in the BMS course?

Group DiscussionGroup Discussion

Activity 9: Mock GD/ PIActivity 9: Mock GD/ PI

Effective Presentation Effective Presentation SkillsSkills

Activity 10: Activity 10: Class PresentationsClass Presentations

Business ReportBusiness Report

Presents an account or statement of Presents an account or statement of a plan of action, a course of action a plan of action, a course of action adopted or an event that has taken adopted or an event that has taken placeplace Facts or results of investigationFacts or results of investigation that that

assist decision makingassist decision making Own perspectiveOwn perspective Solution to a problemSolution to a problem

Presentation FormatPresentation Format

Title Line 1Title Line 1Title Line 2 (If required)Title Line 2 (If required)

Submitted BySubmitted By::First Name SurnameFirst Name SurnameFirst Name SurnameFirst Name Surname

Department of ____________Department of ____________

Vidyalankar Institute of TechnologyVidyalankar Institute of TechnologyWadala(E), Mumbai 400 037Wadala(E), Mumbai 400 037

University of MumbaiUniversity of Mumbai

2009-102009-10

CONTENTSPage Title Page

No.

1 List of Tables and figures

2

2 Introduction 3

3 Review of Literature

3.1 History of…

7

3.2

3.3

Structure of the Structure of the Analytical ReportAnalytical Report

1.1. TitleTitle

2.2. Terms of reference: describesTerms of reference: describes SubjectSubject AuthorAuthor Period of studyPeriod of study Details about the authority of the authorDetails about the authority of the author Instructions received from the authority Instructions received from the authority

under which the report is prepared.under which the report is prepared.


3.3. Procedure: following a pre approved Procedure: following a pre approved methodology- field visits, interviews, methodology- field visits, interviews, sample surveys, secondary sources etcsample surveys, secondary sources etc

4.4. Findings: data obtained to derive Findings: data obtained to derive conclusions (visual representations)conclusions (visual representations)

5.5. Conclusion: Predominant trends from Conclusion: Predominant trends from the findings.the findings.

6.6. Recommendations: what do you think Recommendations: what do you think needs to be done.needs to be done.

Summarizing TextSummarizing Text

Summary: short statement/ synopsis/ Summary: short statement/ synopsis/ summary that highlights the main summary that highlights the main points/ idea of something.points/ idea of something.

Identify the main argument and Identify the main argument and reproduce the points in one’s own reproduce the points in one’s own style of writing in a sound logical style of writing in a sound logical sequence.sequence.

Points to keep in mind:Points to keep in mind: Read the passage carefully first and note Read the passage carefully first and note

down the main argumentdown the main argument Note down the topic sentence for each Note down the topic sentence for each

paragraphparagraph Write down the first draftWrite down the first draft Compare the draft with the passage to Compare the draft with the passage to

check for omissions, deletions, additions, check for omissions, deletions, additions, irrelevance etcirrelevance etc

Use own vocabulary- simpler termsUse own vocabulary- simpler terms Prepare the second draftPrepare the second draft

fybms- business communication

Documents

communication communication

communication report

work communication

oral communication skills

role of communication

skills correct use of

job training motivation

morale slips