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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
Continued…Continued…
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
Continued…Continued…
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.
continued…continued…
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.
continued…continued…
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…….
Continued…Continued…
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
Continued…Continued…
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.
Continued…Continued…
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)
Continued…Continued…
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.
Continued…Continued…
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…
Continued…Continued…
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.
Continued…Continued…
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
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