Business Communication: A Practical Approach 9789351198826, 9789351198123

Table of contents :
Cover
Title Page
Copyright
Foreword
Preface
About the Book
About the Author
Acknowledgements
Brief Contents
Detailed Contents
Chapter 1: Business Communication: Basic Fundamental Concepts
Communication in Organisations
Components of Communication
Communication Model
The Stimulus
The Filter
The Message
The Medium
The Destination
The Versatile Nature of Communication
Verbal Communication
Dos and Don’ts of Verbal Communication
Written Communication
Types of Written Communication
Direction of Communication
Formal Communication Network
Informal Communication Network
Barriers to Communication
Differences in Interpretation
Language Differences
Inappropriate Use of Expressions
Slangs
Jargon
Idioms
Euphemisms
Over Abstraction and Ambiguity
Use of Different Accents
Stress
Intonation Patterns
Polarization
Non-verbal Barriers
Contradicting Signals
Differences in Perception
Influence of Emotions
Mental and Physical Distractions
Review Questions
Activity/Case Study
Chapter 2: Contemporary Issues in Business Communication
Communication in Teams
Variables of Group Communication
Conflicts
Conformity
Consensus
Knowing and Understanding Your Group
Receiving and Giving Constructive Feedback
Understanding the Importance for Feedback
Importance of Positive as well as Negative Feedback
Dos and Don’ts of Providing Feedback
Conflict Resolution
Team Writing
The Ethical Aspect of Team Work Communication
Cultural Sensitivity and Communication in a Diverse Environment
Ethnocentrism: Meaning
Cultural Differences
Team Work Oriented Behaviour
Various Strategies to be Followed for Communicating Across Cultures
Steps to Overcome Various Issues in Communication
Ethics and Communication
Various Reasons for Unethical Behaviour
Procedure or a Stepwise Method for Ethical Decision Making
Review Questions
Activity/Case Study
Chapter 3: Interpersonal Communication Skills
Non-verbal Communication
Body Language
Physical Appearance
Touch
Handshakes
How to do a Handshake?
Dos and Don’ts of Body Language
Rules of Introduction
Listening
Facts About Listening
Difference between Listening and Hearing
External Bad Habits while Listening
Internal Bad Habits while Listening
Barriers, Causes and Effects of Poor Listening
Steps to Effective Listening
Proactive Listening Tips
Tips on Telephone Etiquette
Your Voice over the Phone
Stress and Intonation Patterns
Right from Picking up the Receiver Till the Hang up
Voice Mails
Dos and Don’ts of Mobile Phones
All about Official Meetings/Business Meeting
Planning a Meeting
Identification of the Purpose of the Meeting
Decision Regarding Whether a Meeting is Required or Not
Preparation of Agenda
Agenda Items
Decision Regarding who should Attend the Meeting
Determination of Logistics
Dos and Don’ts Regarding a Meeting
Seating Arrangement
a. Rectangular Arrangement
b. Circular Arrangement
c. One-to-One Meetings
d. U-shaped Arrangement
e. Satellite Arrangement
f. Classroom Arrangement
Conduct the Meeting
Regarding Punctuality
Following the Agenda
Leading Meeting
Techniques of Making a Powerful Impact at Meetings
1. Listen Well
2. Feedback
3. Body Language
4. Influencing and Gaining Support
Following up the Meeting
Review Questions
Activity/Case Study
Chapter 4: Writing Skills
Introduction
1. Audience Analysis
2. Planning
3. Drafting
4. Revising
5. Formatting and Proofreading
Audience Analysis
1. What is the difference between Primary and Secondary Audience?
2. How Much are you Acquainted with your Audience?
3. How will the Audience Reciprocate? Before this, How will the Audience Interpret your Message?
4. How Much/What does the Audience Already Know?
5. What is Unique about the Audience?
Planning
Contents
Organisation
Drafting
Strategies
Choice of the Right Environment
Scheduling of Time Slots and Breaks
Always have a Purpose in Writing
Engage Your-self in Freestyle Writing
Avoid the Perfectionism Syndrome
Think and Speak out Loud before Writing
Write the Easiest Things First
Revising
Revising for Content
Revising for Style
Revising for Correctness
Formatting and Proofreading
Review Questions
Activity/Case Study
Chapter 5: Enhancement of Writing Skills
Meaning of Style
Meaning of Mechanics
Right Choice of Words
Clarity in Writing
Usage of Familiar Language
Usage of Simple Words
Usage of Concrete and Specific Language
Usage of Positive vs. Negative Language
Meaning of Clichés
Meaning of Slang
Meaning of Jargon
Concise Writing
Meaning of Redundancy
Passive vs. Active
Long vs. Short
Formal or Stiff vs. Conversational
Round about vs. Direct
Use of Positive Language
Use of Non-discriminatory Language
Importance of Non-criminatory Language
Writing Correctly vs. Writing Effectively
Tip 1
Tips 2
Tips 3
Tips 4
Review Questions
Activity/Case Study
Chapter 6: Preparation Skills
How to Plan a Routine Message?
When to Plan a Routine Message?
Routine Requests
How to Write a Routine Request?
Reading Explanation and Details
How to Write an Effective Routine Request?
Routine Replies
Routine Claim Letter
Regarding the Promptness of Writing Your Claim Letter
Dos and Don’ts Regarding Routine Claim Letter
Regarding Routine Adjustment Letter
Regarding Goodwill Messages
Regarding Congratulating Messages
Regarding Thank you Notes
Regarding Sympathy Notes
Regarding Persuasive Message
Regarding Purpose
Analysis of Audience
Knowledge and Attitude of the Readers
Regarding Effect on the Readers
How to Write a Persuasive Request?
Direct Plans
Indirect Plan
Bad News Messages
Planning a Bad-News Message
How to Organize to Suit your Audience?
Regarding Direct Plan – Present the Bad News Immediately
Indirect Plan
Giving Bad News
Announcing Bad News
Closing on a Pleasant Note
Refusing a Favour
Refusing a Claim
Dos and Don’ts while Refusing a Claim
Review Questions
Activity/Case Study
Chapter 7: Report Writing
Planning
Organising the Report
Regarding Presenting Conclusions and Recommendations
Drafting the Report
References
Documentation of Sources
Forms of Documentation
Preparing a Draft
Dos and Don’ts
Formatting
Proofreading
Planning the Report and Management of Data
Regarding Data which is Available and Unavailable
Types of Data
Evaluation of Secondary Data
Regarding Purpose of the Study
Know how the data was collected?
Information regarding how was the Data Analysis done?
Regarding Consistency with the Data as Compared to the Other Studies
Regarding Data which Turns Obsolete and Data which stands the test of time
Collecting and Evaluating Data on the Internet
Searching the Internet
Evaluation of the Internet Resources
Regarding Data Collection with the Help of Questionnaires
Meaning of Survey
What is a Questionnaire?
Construction of a Questionnaire
Regarding Cover Letter
Regarding Tables
Regarding Charts
1. Line Chart
2. Bar Charts
3. Pie Chart
Making Sense of the Data
Regarding Ethical Dimension Associated to Report Writing
Review Questions
Activity Case Study
Chapter 8: Presentation Skills
Learning Outcome
Introduction
Content
1. Purpose
2. People
3. Practise and Rehearsal
4. Planning
5. Personality
6. Performance
Structure
Conclusion
Sign Posting
Questions
Dos and Don’ts Regarding Questions
Packaging
Language
Place
Visual Aids
Do and Don’ts
Tips on Visual Aids
Regarding Slides
Powerpoint Presentations
Reading Colours
Flip Charts
Stories
First Impression is the Best Impression
Habits
Mistakes
Humour
Human Elements
Physical Appearance
Eye Contact with Audience
Dos and Don’ts
Gestures
Regarding Voice
Pitch
Pace
Articulation
Language
Review Questions
Activity/ Case Study
Chapter 9: Resume Writing Skills
Resume Writing
Regarding Length
Career Concepts
1. Linear
2. Expert
3. Spiral
4. Transitory
Resume Format
Types of Resume Formats
Parts of a Resume
Contact Information
Career Objective
Education
Professional and Work Experience
Special Skills and Aptitude
Awards/Honours/Achievement
Activities/Interests
Resume Mistakes – To be Avoided
Resume Lacks Focus
Resume is Task Specific rather than Accomplishment Driven
Resume Sections are not Listed in Order of Importance
Resume Appears Lengthy
Resume Tends to Overshadow
Resume is not Bulleted
Resume Uses a Standard Template
Resume Lacks Key Words
References are Mentioned on the Resume Directly
Resume is Not True
Preparation for an Interview
Dressing for an Interview
Establishing Rapport
Use of Appropriate Body Language
Regarding Answering the Questions
Regarding Conducting Yourself for the Interview
Post-interview Communication
Review Questions
Activity/ Case Study
Chapter 10: E-mail Etiquette
Introduction
Advantages and Disadvantages of E-mail
Why is E-mail Etiquette Required?
Dos and Don’ts of E-mail Etiquette
Regarding Replying to Messages
Regarding Form and Tone of Message
Flaming
How does one Respond to Flaming?
Regarding Attaching Files
Regarding Emoticons
Icons to Remember
Regarding Mass E-mails
Dos and Don’ts while Sending Mass E-mails
Examples of Bad Mass E-mails
Examples of Good Mass E-mails
Regarding Some Tips while Composing Messages
Tips
When you should not use E-mail
Always Remember
Review Questions
Activity/ Case Study
Chapter 11: Client Interfacing Skills
Introduction
Regarding Building of the Brand
Tips
Dos and Don’ts Regarding Dressing
Some More Tips for Dressing
Regarding Handshakes and Rules of Handshakes
Dos and Don’ts Regarding Handshakes
More about Handshakes
Effective Conversation
Meaning of conversation
Dos and Don’ts
Tips on How to Make an Impression with a Small Talk
Regarding Office Protocol
Meaning of Negotiation
Negotiation is a Skill
Aim of Negotiation
When does Negotiation Occur?
Components of Negotiation
Clear Communication
Listening
Understanding
Basic Approach to Negotiation
Basic Steps to Negotiation
1. Getting Acquainted
2. Statement of Goals and Objectives
3. Starting the Process
4. Expression of Disagreement and Conflict
5. Reassessment and Compromise
6. Agreement in Principle or Settlement
Guidelines for Successful Negotiation
Communication Regarding Strengths
Be Fair and Objective
Usage of Visual Aids during Arguments
Usage of Tactful Words
Compromise is Not a Defeat
Conclusion Conformation and Summary
Review Questions
Activity/ Case Study
Chapter 12: Dining Etiquette
Introduction
Stepwise Tips for Dining Etiquette
Step One
Step Two
Step Three
Step Four
Some More Tips
Regarding Arrival
Regarding Napkin
Regarding Ordering
Basics of Dining Etiquette
Regarding Cutlery
Regarding Napkins
Regarding Chewing
Regarding Passing Seasoning or Cutting Your Food
Review Questions
Activity/ Case Study
Chapter 13: Cultural Sensitivity
What is Cultural Sensitivity?
Why does One Need to be Culturally Sensitive?
What is Culture?
Importance of Knowing You Counterparts
Background Knowledge
Regarding Attitude
Discriminatory Factors to be Avoided
Cross-cultural Communication
Remember that Cultural Sensitivity Leads to Cultural Competence
When in Rome, Do as the Romans Do?
Usages of Politically Correct Language
Dos and Don’ts Regarding Communication
Sexual Harassment
Review Questions
Activity/ Case Study
Chapter 14: Corporate Etiquette
Meaning of Etiquette
Interpersonal Etiquette at Workplace
Regarding Dress
Regarding Personal Hygiene
Regarding Punctuality
Regarding use of Mobile Phones
Regarding Conversations
Composure
Review Questions
Activity/ Case Study
Chapter 15: Grammar for Success
Topics to be Covered
What are the Sentences Made of?
Nouns
Nouns - Basic Principle
Types of Nouns with Examples
Degrees of Adjectives
Phrasal Verbs
Subject Verb Agreement
Pronouns
Prepositions
Time Prepositions
Conjunctions
Review Questions
Activity/ Case Study
Index

Citation preview

BUSINESS COMMUNICATION - A PRACTICAL APPROACH

Shruti D. Naik

Ideas for Tomorrow!

© Copyright 2015 by the Author The book may not be duplicated in any way without the express written consent of the publisher, except in the form of brief excerpts or quotations for the purpose of the review. The information contained herein is for the personal use of the reader and must not be incorporated in any commercial programmes, other books, databases, or any kind of software without written consent of the publisher. Making copies of this book or any portion thereof for any purpose other than your own is a violation of copyright laws. Limits of Liability/ Disclaimer of Warranty The author and publishers have used their best efforts in preparing this book. The author makes no representation or warranties with respect to the accuracy or completeness of the content o f this book, and specifica lly disclaims any implied warranties of merchantability or fitness for any particular purpose. There are no warranties which extend beyond the description contained in this paragraph. No warranty may be created or extended by sales representatives or written sales materials. The accuracy and completeness of the information provided herein and the opinion stated herein are not guaranteed and warranted to provide any particular results, and the advice and strategies contained herein may not be suitable for every individual. Neither Biztantra (Dreamtech Press) nor the author shall be liable for any loss of profit or any commercial damages, including but not limited to special, incidental, consequential, or other damages. Trademarks All brand names and product names used in this book are trademarks, registered trademarks, or trade names of their respective holders. Dreamtech Press is not associated with any product or vendor mentioned in this book.

ISBN: 978-93-5119-812-3 ISBN: 978-93-5119-882-6 (ebk)

Have you ever read a book in Business Communication which is a very good blend of theoritical and practical aspects? Perhaps, No. Most of the books are purely theoritical or only practical or at times both but not matching with the syllabus provided. Well, this is a book which will help the reader understand the theoritical aspects and also understand the practical application of the same. It covers syllabi of various universities to a large extent.It is written in simple language and very easy to understand. It includes the basic fundamental concepts to start with followed by various contemporary issues in Business Communication. Interpersonal Communication skills are well written with a new model of Listening known as the “Active Listening” by Prof. Shruti D. Naik who has written this book after training and teaching the students for more than twelve years and has carefully understood the learning needs of the students and meticulously penned down all the details. Prof. Shruti Naik’s present book not only helps to train the reader in verbal communication skills but also helps to train the reader in non verbal and written communication skills. The content on use of Non-discriminatory language needs to be carefully read and internalised. The content on Report writing will help the reader understand how to write a report in a business scenario and has been written in a very simple and focussed manner. Then, the structure of presentations in the Presentation Skills chapter has been very well written and is unique. The chapter on Communication related to employment has been carefully written keeping in mind the reader’s needs as a management student like “Resume writing”, “Interview preparation”, “Conduct during interview” and “Post-interview communication”. So many practical aspects have been covered e.g., where you are trained? How to write an e-mail and reply to various kinds of e-mails? The chapters on “Client Interfacing Skills” and “Dining Etiquette” will enable the reader not only how to interact with the clients but also how to dine with the clients in a very polished and professional manner. These inputs are also unique and includes the corporate training content to a large extent.

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The reader will also learn how to be culturally sensitive to employees belonging to different cultures from different regions after reading the chapter on “Cultural Sensitivity”. To conclude, the chapter on “Corporate Etiquette” will be very useful as the reader will know the basics of all the Etiquette required in business communication. Prof. Shruti D. Naik is a versatile, vivacious and an exuberant personality and has a very good blend of corporate as well as academic experience which reflects in her writing style and also the overall content of the book. This will definitely help you as a reader even if you are not a management student to get all the necessary information to “Corporate Communication” at large.

Dr. H. R. Venkatesha, Director, Acharya Bangalore B School

All types of Organisations like Multi-national companies, Private Companies, Manufacturing Companies, Non-government Organisations, Entrepreneurial Firms, etc., work efficiently only on the basis of communication. But this does not mean that each and every time the communication is effective in all the organisations always. Whereever you work these days, you see a lot of issues due to ineffective communication at times. Employers are not happy with employees due to lack of effective oral and written communication. Recruitment, Selection and Promotions of employees is based on effective communication skills. If an employee fails to communicate effectively, it can also lead to adverse consequences. Off late, it has been observed that there are many people who are recruited and selected purely on the basis of effective oral communication but in due course of time, it is observed by the employers that such employees were found to be poor or average in written communication. So, in order to be an effective communicator, it is important to be competent not only in Oral Communication but also in Written Communication. It is not important only to be fluent in Spoken English or Oral Communication to be employable but also to be able to write effectively and speak grammatically appropriate sentences. English is known as “Lingua Franca” meaning the language which links the whole world! Most of the people across the globe communicate in English for various reasons like academic interactions, business transactions, legal matters, inter-personal communication, medium of language in schools, colleges etc. So, there is a need to create awareness of not only business related communication but also to understand various other aspects like Client Interfacing skills, Dining Etiqutte, Corporate Etiquette and the basic concepts of Grammar like Parts of Speech, Subject-Verb-Agreement etc. Also, there is a need to create awareness regarding various aspects of Voice and Accent related communication like, Stress and Intonation Patterns, Sounds, Contrastive Stress etc.

Shruti D Naik

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The main objective of the book is to provide all the relevant content catering to the academic needs of the Management students with respect to syllabi of various universities. Apart from this, there are many other topics to which the students will be exposed to like Rules of Grammar, various transferable skills like Corporate Etiquette, Dining Etiquette, Client Interfacing Skills, Cultural Sensitivity etc. Management students are required to be trained in such skills as they may have to interact with clients from different countries when they get employed at some time in their lives. So, if they are familiar with these skills, it will not only help them to interact well with the clients but also to portray a professional image about themselves and thereby help in building the brand of the companies they will be working for. In every chapter many examples have been provided to illustrate each point in a very easy and understandable manner. Many tables have also been provided to understand the concepts easily. Activities have been mentioned at the end of every chapter to reinforce the learning. These activities will not only help the students to understand the concepts but will also help them to boost their morale, confidence level and will help them to participate actively in the classroom with the help of the faculty. The faculty will also be able to observe each student’s performance individually and also as a group member so that feedback can be given to the students based on the observations made in order to improve the overall performance of the student. “Have fun while you learn” is the objective of all the activities focussing on the overall improvement of each and every student with respect to Communication Skills. The book provides practical inputs apart from theory which is the need of the hour. The content provided in chapters related to Report Writing, Written Communication and E-mail Etiquette will help the students a lot in improving their Written Communication.

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Prof. Shruti D. Naik is currently working as a Management Faculty in Acharya Bangalore Business School and teaches various electives in H.R. like, Strategic Human Resource Management, Employee Relations Management, Training and Development, Human Resource Acquisition and Development apart from teaching Human Resource Management and Organisational Behaviour. However, she has been teaching Managerial Communication and a few soft skills related to Human Resource Development due to her keen interest in the subject not only in Acharya Bangalore Business School but also had taught at Indus Business Academy, Bangalore. Prof. Shruti Naik has done her Masters in English from Fergusson College, Pune University, Masters in Business Administration (H.R.M. and Marketing) from Indian Institute of Plantation Management, Bangalore University, Masters in Philosophy of Management (H.R.M.) from PRIST University, Thanjavur, Tamil Nadu and also completed her research work and will be shortly awarded Doctorate in Philosophy of Management (H.R.M.) from WISDOM, Banasthali Vidyapeeth, Rajasthan. She has published a few articles in leading Management Journals and also published two books in Management for Bangalore University in 2004. She has also chaired a few sessions in Conferences of Educational Institutes in Management. She has worked for around twelve years now and has an industrial experience (full time) of three and half years and full time teaching experience of around eight years now. She likes to include a blend of theory and practical aspects while teaching in classroom. She encourages students to do a lot of activities to reinforce learning which helps the students to develop further and also improve their confidence level.

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She has worked for companies like Infosys, Pune and Bangalore, Pune Frozen Foods Pvt.Ltd., Pune and worked for Educational Institutes like Dayanda Sagar College of Management and Information Technology, Bangalore, Singhagad Insitute of Management, Pune, Indus Business Academy, Bangalore. She is a certified Corporate Trainer by Infosys, Pune and Bangalore and a certfied Soft Skills and Voice and Accent Trainer by British Connections, Pune. She is the recipient of Star Performer Award by Infosys in 2006-07. She aspires to be a good researcher and academician in the coming years.

I would like to thank Biztantra Publishers to recognise the potential in me and have faith in me to write this book. I thank Mr. Rahuk Gupta, Managing Director, Mr. Yoginder Singh, Chief Editor, Biztantra Publishers and the entire team to be so patient, co-operative and supportive at all times. I thank Mr. Manish Jain, CEO, Indus Business Academy, Mr. B.M.L.Jain, Chairman, Indus Business Academy and Dr. Subhash Sharma, Director, Indus Business Academy who allowed me to do research related work and supported me to write the book when I was working at Indus Business Academy, Bangalore. I also thank all the Infosys Corporate training team members, Bangalore and Pune to give me the opportunity to serve as a consultant during the year 2012 and also to work as a full time Corporate Trainer in 2006 at Infosys which helped me to a certain extent to incorporate all the latest practical inputs with respect to all the transferable skills mentioned in the book. I would like to thank Dr. Gokhale, Ex-Head of the Department-Pune University and I.E.L.T.S. examiner, British Council, Dr. Phadke, Professor in Phonetics, Fergusson College, Pune University who have been my mentors in Communication. I thank Mrs. Priya, CEO, Miracles Pvt.Ltd, Pune who has been my trainer when I was working at her Institute as a Consultant. I thank Mrs. Sulabha Chadwick, CEO, British Connections, Pune who has certified me as a British Voice and Accent trainer and taught me a lot of things with respect to corporate training in communication. I thank Santoshi Maata to give me all the strength and perseverance to write the book. Last but not the least I thank my parents, my husband, my in-laws and my daughter Simran, my friends and all my well-wishers who always supported and motivated me to complete the book. I would like to mention that my daughter Simran has constantly been the source of motivation and inspiration to complete the book. Shruti D Naik

Foreword

iii

Preface

v

About the Book

vii

About the Author

ix

Acknowledgements

xi

CHAPTER 1: Business Communication: Basic Fundamental Concepts

1

CHAPTER 2: Contemporary Issues in Business Communication

17

CHAPTER 3: Interpersonal Communication Skills

31

CHAPTER 4: Writing Skills

55

CHAPTER 5: Enhancement of Writing Skills

67

CHAPTER 6:

79

Preparation Skills

CHAPTER 7: Report Writing

99

CHAPTER 8: Presentation Skills

113

CHAPTER 9: Resume Writing Skills

129

xiv

Business Communication

CHAPTER 10:

E-mail Etiquette

141

CHAPTER 11:

Client Interfacing Skills

151

CHAPTER 12:

Dinning Etiquette

161

CHAPTER 13:

Cultural Sensitivity

167

CHAPTER 14:

Corporate Etiquette

175

CHAPTER 15:

Grammar for Success

179

INDEX

197

Detailed Contents

xv

Foreword

iii

Preface

v

About the Book

vii

About the Author

ix

Acknowledgements

xi

CHAPTER 1: BUSINESS COMMUNICATION: BASIC FUNDAMENTAL CONCEPTS Communication in Organisations Components of Communication Communication Model The Stimulus The Filter The Message The Medium The Destination The Versatile Nature of Communication Verbal Communication Dos and Don’ts of Verbal Communication Written Communication Types of Written Communication Direction of Communication Formal Communication Network Informal Communication Network Barriers to Communication Differences in Interpretation Language Differences Inappropriate Use of Expressions Slangs

1 2 2 3 3 3 4 4 4 5 5 5 5 6 7 7 8 8 9 9 10 10

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Business Communication

Jargon Idioms Euphemisms Over Abstraction and Ambiguity Use of Different Accents Stress Intonation Patterns Polarization Non-verbal Barriers Contradicting Signals Differences in Perception Influence of Emotions Mental and Physical Distractions Review Questions

CHAPTER 2: CONTEMPORARY ISSUES

10 10 11 11 11 12 12 13 13 13 13 14 14 15 IN

BUSINESS COMMUNICATION

Communication in Teams Variables of Group Communication Conflicts Conformity Consensus Knowing and Understanding Your Group Receiving and Giving Constructive Feedback Understanding the Importance for Feedback Importance of Positive as well as Negative Feedback Dos and Don’ts of Providing Feedback Conflict Resolution Team Writing The Ethical Aspect of Team Work Communication Cultural Sensitivity and Communication in a Diverse Environment Ethnocentrism: Meaning Cultural Differences Team Work Oriented Behaviour Various Strategies to be Followed for Communicating Across Cultures are as Follows Steps to Overcome Various Issues in Communication Ethics and Communication Various Reasons for Unethical Behaviour Procedure or a Stepwise Method for Ethical Decision Making Review Questions

17 18 19 19 19 19 20 20 20 20 20 21 22 23 23 23 24 24 25 26 28 28 29 29

Detailed Contents

CHAPTER 3: INTERPERSONAL COMMUNICATION SKILLS Non-verbal Communication Body Language Physical Appearance Touch Handshakes How to do a Handshake? Dos and Don’ts of Body Language Rules of Introduction Listening Facts About Listening Difference between Listening and Hearing External Bad Habits while Listening Internal Bad Habits while Listening Barriers, Causes and Effects of Poor Listening Steps to Effective Listening Proactive Listening Tips Tips on Telephone Etiquette Your Voice over the Phone Stress and Intonation Patterns Right from Picking up the Receiver Till the Hang up Voice Mails Dos and Don’ts of Mobile Phones All about Official Meetings/Business Meeting Planning a Meeting Identification of the Purpose of the Meeting Decision Regarding Whether a Meeting is Required or Not Preparation of Agenda Agenda Items Decision Regarding who should Attend the Meeting Determination of Logistics Dos and Don’ts Regarding a Meeting Seating Arrangement Rectangular Arrangement Circular Arrangement One-to-One Meetings U-shaped Arrangement Satellite Arrangement Classroom Arrangement

xvii

31 32 32 33 33 33 33 34 35 36 36 36 38 38 41 42 42 44 45 45 45 46 47 47 47 48 48 48 49 49 49 49 50 50 50 50 50 51 51

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Business Communication

Conduct the Meeting Regarding Punctuality Following the Agenda Leading Meeting Techniques of Making a Powerful Impact at Meetings Listen Well Feedback Body Language Influencing and Gaining Support Following up the Meeting Review Questions

CHAPTER 4: WRITING SKILLS

51 51 51 51 52 52 52 52 52 53 54

55

Introduction 56 Audience Analysis 56 Planning 56 Drafting 56 Revising 56 Formatting and Proofreading 57 Audience Analysis 57 What is the difference between Primary and Secondary Audience?57 How Much are you Acquainted with your Audience? 57 How will the Audience Reciprocate? Before this, How will the Audience Interpret your Message? 58 How Much/What does the Audience Already Know? 59 What is Unique about the Audience? 59 Planning 59 Contents 59 Organisation 60 Drafting 60 Strategies 61 Choice of the Right Environment 61 Scheduling of Time Slots and Breaks 62 Always have a Purpose in Writing 62 Engage Your-self in Freestyle Writing 62 Avoid the Perfectionism Syndrome 62 Think and Speak out Loud before Writing 62 Write the Easiest Things First 62 Revising 63 Revising for Content 63 Revising for Style 63

Detailed Contents

Revising for Correctness Formatting and Proofreading Review Questions

CHAPTER 5: ENHANCEMENT

OF

WRITING SKILLS

Meaning of Style Meaning of Mechanics Right Choice of Words Clarity in Writing Usage of Familiar Language Usage of Simple Words Usage of Concrete and Specific Language Usage of Positive vs. Negative Language Meaning of Clichés Meaning of Slang Meaning of Jargon Concise Writing Meaning of Redundancy Passive vs. Active Long vs. Short Formal or Stiff vs. Conversational Round about vs. Direct Use of Positive Language Use of Non-discriminatory Language Importance of Non-criminatory Language Writing Correctly vs. Writing Effectively Tips 1 Tips 2 Tips 3 Tips 4 Review Questions

CHAPTER 6: PREPARATION SKILLS How to Plan a Routine Message? When to Plan a Routine Message? Routine Requests How to Write a Routine Request? Reading Explanation and Details How to Write an Effective Routine Request?

xix

63 64 65

67 68 68 68 69 69 70 70 71 71 71 72 72 72 73 73 74 74 74 75 75 76 76 76 77 77 77

79 80 80 80 81 81 82

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Routine Replies Routine Claim Letter Regarding the Promptness of Writing Your Claim Letter Dos and Don’ts Regarding Routine Claim Letter Regarding Routine Adjustment Letter Regarding Goodwill Messages Regarding Congratulating Messages Regarding Thank you Notes Regarding Sympathy Notes Regarding Persuasive Message Regarding Purpose Analysis of Audience Knowledge and Attitude of the Readers Regarding Effect on the Readers How to Write a Persuasive Request? Direct Plans Indirect Plan Bad News Messages Planning a Bad-News Message How to Organize to Suit your Audience? Regarding Direct Plan – Present the Bad News Immediately Indirect Plan Giving Bad News Announcing Bad News Closing on a Pleasant Note Refusing a Favour Refusing a Claim Dos and Don’ts while Refusing a Claim Review Questions

CHAPTER 7: REPORT WRITING Planning Organising the Report Regarding Presenting Conclusions and Recommendations Drafting the Report References Documentation of Sources Forms of Documentation Preparing a Draft Dos and Don’ts

83 84 84 84 85 86 86 87 87 88 88 88 89 89 90 90 91 92 92 92 93 94 95 95 96 96 96 97 97

99 100 101 101 101 102 102 103 103 103

Detailed Contents

Formatting Proofreading Planning the Report and Management of Data Regarding Data which is Available and Unavailable Types of Data Evaluation of Secondary Data Regarding Purpose of the Study Know how the data was collected? Information regarding how was the Data Analysis done? Regarding Consistency with the Data as Compared to the Other Studies Regarding Data which Turns Obsolete and Data which stands the test of time Collecting and Evaluating Data on the Internet Searching the Internet Evaluation of the Internet Resources Regarding Data Collection with the Help of Questionnaires Meaning of Survey What is a Questionnaire? Construction of a Questionnaire Regarding Cover Letter Regarding Tables Regarding Charts Line Chart Bar Charts Pie Chart Making Sense of the Data Regarding Ethical Dimension Associated to Report Writing Review Questions

CHAPTER 8: PRESENTATION SKILLS Learning Outcome Introduction Content Purpose People Practise and Rehearsal Planning Personality Performance

xxi

104 104 104 104 104 105 106 106 106 106 106 107 107 108 108 108 108 109 109 109 110 110 110 110 110 111 111

113 114 114 115 115 115 116 116 116 117

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Structure Conclusion Sign Posting Questions Dos and Don’ts Regarding Questions Packaging Language Place Visual Aids Do and Don’ts Tips on Visual Aids Regarding Slides Powerpoint Presentations Reading Colours Flip Charts Stories First Impression is the Best Impression Habits Mistakes Humour Human Elements Physical Appearance Eye Contact with Audience Dos and Don’ts Gestures Regarding Voice Pitch Pace Articulation Language Review Questions

CHAPTER 9: RESUME WRITING SKILLS Resume Writing Regarding Length Career Concepts Linear Expert Spiral Transitory

117 120 120 122 122 122 122 123 123 123 123 124 124 124 125 125 125 125 125 126 126 126 126 126 127 127 127 127 127 128 128

129 130 130 131 131 131 131 132

Detailed Contents

Resume Format Types of Resume Formats Parts of a Resume Contact Information Career Objective Education Professional and Work Experience Special Skills and Aptitude Awards/Honours/Achievement Activities/Interests Resume Mistakes – To be Avoided Resume Lacks Focus Resume is Task Specific rather than Accomplishment Driven Resume Sections are not Listed in Order of Importance Resume Appears Lengthy Resume Tends to Overshadow Resume is not Bulleted Resume Uses a Standard Template Resume Lacks Key Words References are Mentioned on the Resume Directly Resume is Not True Preparation for an Interview Dressing for an Interview Establishing Rapport Use of Appropriate Body Language Regarding Answering the Questions Regarding Conducting Yourself for the Interview Post-interview Communication Review Questions

CHAPTER 10: E-MAIL ETIQUETTE Introduction Advantages and Disadvantages of E-mail Why is E-mail Etiquette Required? Dos and Don’ts of E-mail Etiquette Regarding Replying to Messages Regarding Form and Tone of Message Flaming How does one Respond to Flaming? Regarding Attaching Files

xxiii

132 132 133 134 134 134 134 135 135 135 135 135 136 136 136 136 136 137 137 137 137 137 138 138 138 138 139 139 140

141 142 142 143 143 144 145 145 146 146

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Regarding Emoticons Icons to Remember Regarding Mass E-mails Dos and Don’ts while Sending Mass E-mails Examples of Bad Mass E-mails Examples of Good Mass E-mails Regarding Some Tips while Composing Messages Tips When you should not use E-mail Always Remember Review Questions

CHAPTER 11: CLIENT INTERFACING SKILLS Introduction Regarding Building of the Brand Tips Dos and Don’ts Regarding Dressing Some More Tips for Dressing Regarding Handshakes and Rules of Handshakes Dos and Don’ts Regarding Handshakes More about Handshakes Effective Conversation Meaning of conversation Dos and Don’ts Tips on How to Make an Impression with a Small Talk Regarding Office Protocol Meaning of Negotiation Negotiation is a Skill Aim of Negotiation When does Negotiation Occur? Components of Negotiation Clear Communication Listening Understanding Basic Approach to Negotiation Basic Steps to Negotiation Getting Acquainted Statement of Goals and Objectives Starting the Process Expression of Disagreement and Conflict

146 147 147 147 147 148 149 149 149 150 150

151 152 152 152 153 154 154 154 155 155 155 155 155 156 156 156 156 156 157 157 157 157 157 158 158 158 158 158

Detailed Contents

Reassessment and Compromise Agreement in Principle or Settlement Guidelines for Successful Negotiation Communication Regarding Strengths Be Fair and Objective Usage of Visual Aids during Arguments Usage of Tactful Words Compromise is Not a Defeat Conclusion Conformation and Summary Review Questions

CHAPTER 12: DINNING ETIQUETTE Introduction Stepwise Tips for Dining Etiquette Step One Step Two Step Three Step Four Some More Tips Regarding Arrival Regarding Napkin Regarding Ordering Basics of Dining Etiquette Regarding Cutlery Regarding Napkins Regarding Chewing Regarding Passing Seasoning or Cutting Your Food Review Questions

CHAPTER 13: CULTURAL SENSITIVITY What is Cultural Sensitivity? Why does One Need to be Culturally Sensitive? What is Culture? Importance of Knowing You Counterparts Background Knowledge Regarding Attitude Discriminatory Factors to be Avoided Cross-cultural Communication Remember that Cultural Sensitivity Leads to Cultural Competence

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158 159 159 159 159 160 160 160 160

161 162 162 162 162 162 163 163 163 163 164 164 164 164 164 164 165

167 168 168 168 169 169 169 169 170 171

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When in Rome, Do as the Romans Do? Usages of Politically Correct Language Dos and Don’ts Regarding Communication Sexual Harassment Review Questions

CHAPTER 14: CORPORATE ETIQUETTE Meaning of Etiquette Interpersonal Etiquette at Workplace Regarding Dress Regarding Personal Hygiene Regarding Punctuality Regarding use of Mobile Phones Regarding Conversations Composure Review Questions

CHAPTER 15: GRAMMAR

FOR

SUCCESS

Topics to be Covered What are the Sentences Made of? Nouns Nouns - Basic Principle Types of Nouns with Examples Degrees of Adjectives Phrasal Verbs Subject Verb Agreement Pronouns Prepositions Time Prepositions Conjunctions Review Questions

INDEX

171 171 171 173 173

175 176 176 176 176 177 177 177 177 178

179 180 180 180 181 182 182 184 185 188 188 189 191 194

197

Chapter 1: Business Communication: Basic Fundamental Concepts

1

Business Communication: Basic Fundamental Concepts BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Communication in Organisations Components of Communication

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Communication Model Verbal Communication Written Communication Direction of Communication

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Barriers to Communication Differences in Interpretation Inappropriate use of Expressions

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Over-abstraction and Ambiguity Use of Different Accents Non-verbal Barriers Differences in Perception

Key Terms

Influence of Emotions The Stimulus

Jargon

Polarization

Memorandum

Idioms

Intonation Pattern

Slangs

Emphemisms

Cross-channel Communication

Mental and Physical Distractions Review Questions Activity/Case Study

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

   

Describe the components of Communication. Identify the common forms of Written and Oral Communication. Explain the directions that make up the Formal Communication Network. Identify the major Verbal and Non-verbal Barriers to Communication.

Communication in Organisations Recruitment, selection and promotions of employees are based on effective communication skills. If an employee fails to communicate effectively, it can also lead to termination. In order to be an effective communicator, it is important to be competent not only in oral but also in written communication.

All types of organisations like multi-national companies, private companies, manufacturing companies, non-government organisations, entrepreneurial firms etc., work efficiently only on the basis of communication. But this does not mean that each and every time the communication is effective in these organizations. Wherever you work these days, you see a lot of issues arising due to ineffective communication at times. Employers are not happy with employees due to lack of effective oral and written communication. Recruitment, selection and promotions of employees are based on effective communication skills. If an employee fails to communicate effectively, it can also lead to termination. Off late, it has been observed that there are many people who are recruited and selected only on the basis of effective oral communication but in the due course of time, it is observed by the employers that such employees were found to be poor or average in written communication so, in order to be an effective communicator, it is important to be competent not only in oral but also written communication. It is not important only to be effective in oral communication to be employable but also to be able to write effectively in grammatically appropriate sentences.

Components of Communication Communication is the process of sending and receiving messages which are either spoken or written words. It is also a process of communicating through body language which includes gestures, eye-contact, facial expressions patterns, pitch, consonant, vowel and diphthong sounds.

Chapter 1: Business Communication: Basic Fundamental Concepts

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Communication Model Filter

 Message

 Medium

 Destination







Stimulus

Figure 1.1: Communication Model

Feedback

Noise

Noise

(Source: Contemporary Business Communication, by Scot Ober, Biztantra)

The Stimulus The first and foremost pre-requisite to initiate communication is the stimulus. It is an event that creates an urge within an individual the need to communicate. The stimulus can be internal or external by nature. An internal stimulus is simply an idea, thought, opinion or view point that takes shape within your mind whereas external stimulus is in the form of words associated with certain connotations like smell, taste, colour, shapes or pictures, movements, sounds etc., which come to you through your sensory organs like eyes, ears, nose, mouth and skin. Various types of stimulus for communicating in business can be any written official and formal form of communication like e-mails, official letters like business letters, rumours or gossip heard over lunch, irritation or interference caused by your colleague in your work. What Happens When You Receive Stimulus? You respond to the stimulus by formulating a message which could either be a verbal message or a non-verbal message or at times both.

The Filter As all of us don’t look alike similarly each and every human being’s level of understanding differ from the other. This is based on his or her individual experiences, culture, emotions, personality, knowledge, socio-economic status and many other variables. Each of these variables plays the role of filter in forming a person’s inferences and impression which he derives from the reality.

Various types of stimulus for communicating in business can be any written official and formal form of comm-unication like e-mails, and official letters etc.

Filter is based on his or her individual experiences, culture, emotions, personality, knowledge, socioeconomic status the play role of filter in forming a person’s inferences and impression.

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Business Communication

Oral messages can be transmitted formally through means like meetings, conferences, video or tele conferencing, voice mail etc.

Based on the message received, it begins to interpret the stimulus to derive meaning from it so that you will know how to respond and when to respond. At times you need to decide whether any response is even necessary.

The Message A message is nothing but the information which needs to be communicated. The extent to which any communication effort succeeds is based on how effectively and accurately the message is constructed. Most of the times we say, “You did not understand or get what I am saying” This is not because the person to whom you have communicated has not understood your message, it’s mainly because you have not constructed the message effectively and accurately.

The Medium Written messages can be transmitted through memos, e-mail, company newsletter. Non-verbal messages can be transmitted through body language and facial expressions.

Medium is nothing but the means through which the message is encoded by the sender. Various types of messages require various types of media. Oral messages can be transmitted formally through means like meetings, conferences, video or tele-conferencing, voice mail, etc. Whereas they can be transmitted informally through means like one to one conversation, chats, grapevine etc. Written messages can be transmitted through memos, e-mail, company news letter, policies, procedures is manual also commonly called as SOPs, official letters, formal offer letters, appointment letters, relieiving letters, or experience certificate etc. Non-verbal message can be transmitted through body language and facial expressions.

The Destination If the message does not reach its destination then communication is unlikely.

The message is then transmitted and then enters the sensory environment of the receiver, at which point control passes from the sender to the receiver. Once the message reaches its destination, it’s not necessary that communication will take place. We are constantly affected with stimuli and our sensory organs pick only a part of these stimuli. We have absolutely no assurance that the message will be interpreted as you intended or meant to say, also the transmitted message then becomes the source or stimulus for the next sense of communication to happen and the process begins again.

Chapter 1: Business Communication: Basic Fundamental Concepts

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The Versatile Nature of Communication You can’t always demarcate the communicator into senders and receivers. At times, two or more people often send and receive m essages simultaneously. For example: In a performance appraisal meeting you may be receiving more than one message simultaneously from your bosses. One may smile l ooking at the r ecord s of y our perf or m ance review and the other may give a comment like “this year, it’s an average performance observed regarding your case.” The intended message is that they are not extremely unhappy about your performance this year but at the same time it’s not all that bad.

Verbal Communication The only difference between animals and human beings is that human beings have the ability to communicate with the help of words. To make this communication effective we have been gifted with the modulation of the voice which includes pitch, stress i.e., word stress and syllable stress, intonation patterns etc., in order to be an affective communicator.

Dos and Don’ts of Verbal Communication We are not expected to speak in a nagging tone, high pitched voice, mumbling, talking very fast, monotonous tone. We are expected to speak in a loud and clear voice with appropriate stress and intonation patterns. Lastly you not only need to articulate or express effectively but also need to be a good listener. Most of the problems in professional environment occur due to poor listening.

Written Communication Writing is more difficult than speaking because you have to get your message understood by the reader effectively and accurately for the first time. More over it has to be in consonance with the intentions of the writer. Writing is more difficult than speaking because we don’t have the advantage of immediate feedback and moreover we don’t get the opportunity to observe the facial expressions of the receivers in order to take appropriate action to fulfill your objective.

We are expected to speak in a loud and clear voice with appropriate stress and intonation patterns.

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Business Communication

Types of Written Communication E-mail is a medium for any kind of official communication saves paper, and also has the option of auto spell check, you send and receive e-mails. One more advantage is that one can send or receive e-mails from anywhere.

Examples of written communication are as follows: 1. E-Mail: Earlier in inter-office communication circulars official letters, memorandums were in use. The trend has changed, now each and every one right from the CEO to a clerk uses E-mail is a medium for any kind of official communication. It saves paper, and also has the option of auto spell check you send and receive e-mails. One more advantage is that one can send or receive e-mails from anywhere provided you have access to the internet so, there are more advantages rather than disadvantages of using e-mail as a medium for written communication. 2. Website: It comprises one or more pages of related information that is posted on the World Wide Web and is accessed via the internet, the main page is called “homepage.”

Memorandum is normally sent from someone higher in designation to someone lower in designation asking for reasonable justification or explanation.

3. Memorandum: It is used only for inter office communication i.e. within the organization. Its basically a short message written to someone from the same organization. It’s normally sent from someone higher in designation to someone lower in designation. It also has some kind of issue/s raised addressing to the employee asking for reasonable justification or explanation. It is also used at times to warn the employee with respect to his/her performance or behavior at office or workplace. Also there are other kinds of memorandums like memorandum of understanding, memorandum of agreement or memorandum of association. These could be one page long or many. In law, a memorandum is a form of agreement regarding the terms of transaction or contract such as policy memo.

Various types of reports can be training summary reports, personal evaluation reports, performance appraisal reports etc.

4. Letters: A letter is a written message sent to someone outside or within the organization. 5. Reports: A report is an orderly and logically organized or sequenced presentation of information based on specific format or structure that facilitates decision making or problem solving at managerial level. Various types of reports can be: training summary reports, personal evaluation reports, performance appraisal reports, etc. 6. Miscellaneous: Other examples of written communication include: any kind of contract, agreement, newsletter etc.

Chapter 1: Business Communication: Basic Fundamental Concepts

Writing is crucial to any organization because it serves as the major source of documentation. A speech may make a great impact on the listeners but any written form of communication leaves a permanent record for everyone to refer in the future to recall whatever was written or in case of any conflict or agreement which arises. Photo copying and faxing was added on to existing paper bundles in our work places so, we need to use such facilities only when we require. In multinational companies like Infosys, Oracle etc., paper is used to the minimum level. “Save paper Save Planet” is the current mantra in the current scenario as we all need to do our bit for solving the burning issue of “Global Warming”

Direction of Communication In any successful organization, communication flows freely through formal and informal channels.

Formal Communication Network There are broadly four types of Communication network namely 1 Upward 2 Downward 3 Horizontal 4 Cross Channel Within the Organisations, information may flow from subordinates to superiors which is known as Upward Communication. For example: Feedback, discussion of grass-root level problems/issues faced by the subordinates complaints or suggestions are also elicited from the subordinates. The information which may flow from superiors to subordinates is known as downward communication For example: One-one discussion, addressing issues or problems of the subordinates, targets instruction etc. Various means of any kind of communication are email, memorandum, conferences, and telephone conversations, policy manuals etc.

7

In MNCs now-a-days paper is used to the minimum level.

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Business Communication

Horizontal Communication is the flow of information among peers within the same work unit.

Horizontal Communication is the flow of information among peers within the same work unit. Team meeting is the most common example of Horizontal communication. Co-ordination of work, solving of any disputes/differences of opinions, leveling an interpersonal support system, etc., create cohesion among the team members. However, there are some barriers which need to be overcome like competition, lack of trust and unity amongst co-workers, concerns regarding job security and promotions. Cross-channel Communication This type of communication is not with superiors or subordinates. It involves employees from all the levels. This kind of communication happens when the employees are asked to fill up certain questionnaires which are made with the objectives of finding facts pertinent to employee satisfaction or employee feedback.

Informal Communication Network Whenever and wherever workers come together, grapevine comes, into existence.

It is also called as Grapevine. It is the transfer or sharing of information related to the organization through non-official channels. It has been accepted even by the managers and the top-management authorities. Whenever and wherever workers come together, grapevine comes, into existence. Most of the times, ‘bad news’ like layoffs, takeovers, terminations. etc., are discussed among the employees. Grapevine exists at all the levels of management. Information moves fast across all the levels. It is active when there is a change happening in an organization. It is quite normal and very important and essential part of every organization.

Barriers to Communication There are many obstacles which hamper effective communication. They are verbal and nonverbal both.

Communication process is very dynamic and a complex tool. Your messages may not always be received completely or exactly as you intended. Sometimes the messages are not received at all. There are many obstacles which hamper effective communication. They are verbal and non-verbal both. Types of verbal obstacles are: inadequate knowledge of vocabulary, misinterpretations or differences in interpretations, language differences, inapproriate use of expressions, use of different accents, ambiguity and lack of usage of concrete words and polarization.

Chapter 1: Business Communication: Basic Fundamental Concepts

9

Types of non-verbal obstacles are: contracting signals, differences in perception, influence of emotions, mental or physical distractions, etc. Verbal barriers can be explained as follows: Inadequate knowledge/vocabulary One needs to prepare and read a lot before he/she wants to communicate an idea to others. He/she should have sufficient knowledge in order to speak on a certain topic to others. Also, the words used should be appropriate and relevant to the topic, so the vocabulary should be in place. If the knowledge or the vocabulary is inadequate, then it can be a barrier in verbal communication.

If the knowledge or the vocabulary is inadequate, then it can be a barrier in verbal communication.

Differences in Interpretation Every word has a denotative and connotative meaning. Denotation means the literal meaning of the word according to dictionary. Connotation means subjective or emotional meaning which you attach to the word. For example: The denotative meaning according to dictionary is: If I say “The Golden Era of Mughals”- It means the best time of their reign. If I say “she is born with a golden spoon”- It means she has a lot of inherited wealth. Also there is a proverb – “All that glitters is not gold!” It means all that looks or appears to be charismatic and beautiful may be misleading to the observer, it may not be good in terms of its quality, price etc.

Language Differences Ideally, one needs to ensure that he/she knows the language of each culture especially if you need to do business transaction with other countries. Most of the times, a translator or an interpreter is available but even then problems can occur unless simplified English is used. Now, ideally the punchline of a particular brand can be misinterpreted or wrongly translated, so the objective i.e., sales and profit is not fulfilled! For example: Santro’s punch line is “driving home a relationship.” It can also be interpreted as driving home a baby directly from the hospital. “Malaysia truly Asia” is the punchline for Malaysia tourism. This can be interpreted as only this place you’ll get to see a glimpse of Asia.

Most of the times, a translator or an interpreter is available but even then problems can occur unless simplified English is used.

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Business Communication

All the these punchlines are meant for Indian market, or Asian market so people from other countries may not be so sensitive or emotional to understand the deeper or underlying meaning of these punchlines.

Inappropriate Use of Expressions All kinds of people like teenagers, college students, corporate trainers and marketing professionals etc., have their own sets of slangs.

Expressions are words whose intended meaning are different from the interpretations you make. Examples are: slangs, jargons, idioms and euphemisms.

Slangs It is an expression which is identified within a specific group of people. Business Community has its own slang like 24/7 bandwidth, TSR’s, TNA (Training Summary Reports, Training Need Analysis), DSR’s (Daily Sales Reports), DSP (Direct Sales Proposition) etc. All kinds of people like teenagers, college students, corporate trainers, and marketing professionals etc., have their own sets of slangs. If you belong to the same group then you will understand what the other person has to say but problems may arise when the sender and receiver do not belong to the same group.

Jargon One should not use jargons with someone from the other group as it may lead to communication failure.

It is the technical terminology used within specialized groups. One should not use jargons with someone from the other group as it may lead to communication failure. The receiver may not understand what the speaker intends to say. The communication process becomes complicated. Also, one may use jargons to impress the receivers unnecessarily. This also hampers effective communication. Some of the examples of Jargons are FAQ, ROI, CPU, RAM, etc. These are Jargons from different disciplines. Do you know these Jargons?

Idioms In simple word Idioms are those groups of words which do not literally carry the meaning of the words but it means something else. For example: read the conversation below: Sender (BPO Voice Process Executive): Hello Sir, May I speak to Mr. Jack? Receiver (Customer): Hi, Mr. Jack has kicked the bucket.

Chapter 1: Business Communication: Basic Fundamental Concepts

11

Sender: OK, when can I call him tomorrow? I need to also ask him a few details regarding his employment. Receiver: I am sorry; I don’t understand what you are speaking. Explanation: “Kicked the Bucket” is an idiom to express someone’s death but the literal meaning is not the same. So, if you use Idioms then it can hamper effective Communication.

Euphemisms They are offensive expressions used in place of words that may suggest something unpleasant. For example: Instead of saying “He is dead” we use more acceptable words like “He has expired.”

Over Abstraction and Ambiguity An abstract word is a idea or feeling instead of a concrete objective. For example: Training is an abstract word and training need analysis report is a concrete object. Some words like few, some, little, more are all abstract and don’t specify the exact details. One should avoid using too many abstract words so that the communication is effective. Ambiguity refers to vague usage of words. For example: If you receive a mail that the employee meeting which was scheduled today has been postponed to next week. This can have multiple meanings like, the time and day on which the meeting has been scheduled is similar to that of last week. This can also mean that it has been postponed to the beginning of the week or at the weekend.

Use of Different Accents This includes not only usage of different accents but difference in usage of stress and intonation patterns. In Accents if the sender is an American and receiver is an Indian, he or she may not understand the American accent as the usage of Consonant, Vowel and Diphthong Sound is very different in both the accents.

One should avoid using too many abstract words so that the communication is effective.

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Business Communication

Stress If the usage of word stress is inappropriate, it changes the meaning of word and thereby the sentence is affected, this creates a strong barrier in communication.

If Stress is on the first syllable of the word “address”, then it means a noun, but if you stress on the second syllable of the word “address” then it means a verb. So, the manner in which you emphasise stress on a particular syllable of the word, the entire meaning of the word changes. Hence, if the usage of word stress is inappropriate, it changes the meaning of word and thereby the sentence is affected, this creates a strong barrier in communication.

Intonation Patterns Intonation is nothing but the rhythm of speech. It is extremely necessary to use intonation patterns while speaking otherwise you will tend to sound monotonous or flat in your tone which may lead to boredom in the listeners mind. He/she will tend to feel disinterested in listening to you after a certain point of time so, you need to ensure that intonation patterns are inculcated in your talking style to induce interest and curiosity in the listener’s mind. For example: If you speak the same sentence by emphasizing stress on different words, it can mean differently every time. ^

a. I didn’t say she is inefficient. If you emphasise stress on I, then it means that someone else said that she is inefficient and not me. ^

b. I didn’t say she is inefficient. If you emphasise stress on didn’t then it means that I am denying that I said that she is inefficient. ^ c. I didn’t say she is inefficient.

If you emphasise stress on say, it means that I didn’t say she is inefficient, I was just expressing my doubt that she is inefficient. ^

d. I didn’t say she is inefficient. If you emphasise stress on she, it means that it’s not her in particular who is inefficient but someone else is inefficient. ^

e. I didn’t say she is inefficient. If you emphasise stress on is, it means that she was in efficient in the past but may be efficient now. ^

f. I didn’t say she is inefficient. If you emphasise stress on inefficient, it means that she may be capable or hardworking etc.

Chapter 1: Business Communication: Basic Fundamental Concepts

Polarization Many a times, people talk from both extreme points of view. But it’s not necessary that every fact has only two alternatives or two opposing views. Every fact in life can’t be black or white, there are at times grey areas in which you have to find a way out or balance yourself in that area. For example: “You really worked hard this year.” This implies that the person has worked hard only this year. Alternate example: If a task assigned by the manager is completed successfully by a team and you unknowingly only congratulate only one of the team members, it implies that only he/she has proved himself/ herself and not others. Instead, while congratulating if all are addressed together it makes a different impact.

Non-verbal Barriers The non-verbal barriers can be explained as follows:

Contradicting Signals When your verbal and Non-verbal signals contradict each other then the receiver tends to put more faith in the non-verbal signals because such signals are not easy to be manipulated compared to verbal signals. For example: If a lady who is highly qualified and has an experience of around 10 years appearing for an interview of a manager may not be considered if she is not well groomed and has not kept her certificates/ experience related documents in the necessary order. It conveys very unprofessional image of the lady. The interviewer might tend to think that when she can’t manage her own appearance and documents then how can she manage people reporting to her and the overall documents of the team.

Differences in Perception When people from different cultural backgrounds, different ages, different socio-economic backgrounds hear the same speech or need the same documents, they often form very different perceptions.

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Business Communication

“It’s all in the mind” the way you look at things, the way you perceive all depends on the pre-conceived notion you already have in your mind. For example: If you are skeptical about someone , no matter how good his intentions or actions are, you will also think negative and will have negative feelings about the other person and will never believe in what he/she says.

Influence of Emotions Too much emotional involvement is not good.

A moderate level of emotional involvement is acceptable and makes the communication effective. But too much emotional involvement is not good. Excessive anger, prejudice, stereotyping, boredom, day dreaming, physically being present somewhere and emotionally being somewhere else- all these hinder effective communication. All of these create a blocked mind that is closed to innovative and creative ideas, rejecting, overlooking or ignoring information which is opposite to one’s existing belief.

Mental and Physical Distractions Noise is one of the main physical distractions that hinders effective communication. A physical distraction is basically on environmental or competing element that restricts one’s ability to concentrate on the communication, hampering effective Communication. Examples of environmental noise are: Poor seating arrangement, parallel, conversation happening at the work stations, too many unnecessary phone calls, too many e-mails etc. Examples of competing noise are: Too many meetings, too many reports to be read or filled in etc. Different Communicators try to avoid or reduce verbal and non-verbal barriers and focus on their task in order to complete their work efficiently on daily basis. Such barriers may at times be very time consuming and also create a lot of misunderstandings.

Chapter 1: Business Communication: Basic Fundamental Concepts

15

Review Questions

Review Questions

1. Discuss the Communication Model with a figure. 2. What are the Dos and Don’ts of Verbal Communication? 3. D iscuss the ex am pl es of Wr itten Communication.

4. What ar e the four ty pes of F orm al Communication Network? Explain each type in short. 5. D iscuss var ious ver bal bar r ier s to Communication. 6. Discuss various Non-verbal barriers to Communication.

Activity/Case Study

Activity/Case Study

The following activity should be facilitated and supervised by faculty:

Activity 1: Chinese Whisper The following activity emphasises on the importance of Oral Communication. Number of participants required-four participants are required for this activity. One of the participants should frame a sentence which should be little longer than usual and should have too many details. Then the participant can read the sentence loudly to the class. Before this, three more participants shold be sent outside the class. Then each participant should be called turn by turn. The first participant should tell the sentence loudly which in turn should be told by the second participant to the third and then finally the fourth participant should be called inside the classroom and he/she will be the last one to repeat what he/she has heard. This brings a lot of fun in the classroom as there will be many changes in what the first participant had framed and told each participant turn by turn and what the last participant has finally heard and repeated the entire sentence in front of the class. Question: I. What do you learn from this activity?

Activity 2: Stationery The following activity emphasizes on the importance of Written Communication Number of participants requiredfour participants are required for this activity. The first participant should enact the role of a manager, the second participant should enact the role of an assistant manager, the third participant should enact the role of a salesboy of a stationery shop and the fourth participant should enact the role of the delivery boy.

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Business Communication

The manager should communicate to the assistant manager the list of stationary items which are required for the office which are generally ordered once in every 3 months. Then the assistant manager should communicate this list to the stationary shop sales boy over the phone. Make these two participants face each others’ back to each other so that they get the feel of talking over the phone without seeing the person. Then the sales boy should communicate this to the delivery boy. This brings a lot of fun in the classroom as what was told earlier by manager and what the delivery boy actually delivers becomes quite different. Instead of asking the delivery boy to deliver, he/she can just be asked to provide the list of what he/she is supposed to deliver. The above activity brings out the importance of written communication because if one doesn’t write effectively with all the specifications, then the delivery boy will not be able to understand exactly what was required and how much was required. Questions: 1. What do you learn from the above activity? 2. Is there any other learning apart from what has been mentioned above?

Chapter 2: Contemporary Issues in Business Communication

17

Contemporary Issues in Business Communication BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Communication in Teams Variables of Group

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Communication: Knowing and Understanding Your Group Conflict Resolution Team Writing

RESUME WRITING SKILLS

CULTURAL SENSITIVITY

E-MAIL ETIQUETTE

CORPORATE ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

The Ethical Aspect of Team Work Communication Cultural Sensitivity and Communication in a Diverse Environment Team Work Oriented Behaviour

GRAMMAR FOR SUCCESS

INDEX

Steps to Overcome Various issues in Communication Ethics and Communication Review Questions

Key Terms

Activity/Case Study Confirmity

Conflict Resolution

Ethnocentrism

Consensus

Team Writing

Stereotypism

Conflicts

Cross Gender Discrimination

Sexism

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Business Communication

Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Communicate effectively in Small Group or Teams.  Understand the ways to Communicate for Conflict Resolution.  Know about Cultural Sensitivity and Communication in a diverse environment.

Communication in Teams Virtual teams have to communicate with each other through Tele-conferencing.

“No one is as strong as all of us” - This saying is a very powerful one. It implies the strength of team work. Good team work is also a result of good communication of virtual teams, where the team members come together from different location to fulfill common objectives, in-person teams are more effective with respect to communication. Virtual teams have to communicate with each other through Tele-conferencing where the brainstorming session may be effective but it may have a lot of disadvantages like time constraints un/availability of all the participants at one particular time, un/availability of opportunity to observe each other’s reactions with respect to facial expressions, body language etc. I n per son, f ace-to-f ace teams ar e m or e pr oductive in ter m s of accomplishment of tasks. They have the opportunity of having discussions frequently and negotiate accordingly. But at times, there are certain disadvantages like wastage of time, accomplishment of no work or very little work on weekly basis due too much communication, inter-personal conflict due to differences of opinion and vested interests in the minds of a few people in the group etc. Also, same people may shirk their work and others might land up doing more work as only a few will be working from that group and not all. Ideally, the group should not be more than seven and should not be less than five because smaller groups will not have enough variety of skills and experience to function in a desirable manner whereas in larger groups only a few will dominate the discussions.

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Variables of Group Communication The three factors i.e., conflict, conformity and consensus greatly affect the efficiency with which a team operates and the amounts of satisfaction members obtain from this.

Conflicts It’s always common to have a conflict within a group. During meetings, it’s the most vital feature in order to arrive at a certain decision. Brainstorming may lead to conflicting ideas which should not be treated negatively. It is healthy and is advisable to have conflicts in a group so that after discussions the r ight decision can be arr ived at by the managem ent bef or e implementation. Conflicting ideas can be utilized productively to produce and test ideas there after. However, the discussion should not deviate to conflict between personalities, it should only focus on the various issues otherwise it can have long-term and serious negative impact on the working teams.

It is healthy and is advisable to have conflicts in a group so that after discussions the right decision can be arrived at by the management.

Conformity It is an agreement with respect to norms, ideas, rules, or principles. Members may be encouraged to disagree about the definition of a problem or possible solutions, but certain fundamental facts like how the group should operate should be agreed by all. Group cohesiveness is a must but too much of it is not advisable as it creates a barrier to free flow of diverse thinking and opinions which is very important for arriving at decision making.

Consensus Consensus means arriving at a decision that reflects the different views, opinions, mindset of all the team members. Generally, the common solution which is derived is accepted by all the members with certain reservations but at least there is/are no firm or totality opposing view/opinions. It is not necessary that any team member has to agree for every decision taken. Normally, all arrive at certain decisions which have a major effect on the entire project or overall conduct of the entire work team.

Consensus is a group process when the input of everyone is carefully considered and an outcome is crafted that best meets the needs of the group.

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Knowing and Understanding Your Group One needs to inform well in advance if he/ she is not attending any meeting stating the reason clearly.

Group members should know each other well and understand each other’s weaknesses and strengths well. Then only, they will be able to communicate with each other effectively. One needs to inform well in advance if he/she is not attending any meeting stating the reason clearly, Others or one particular employee can give the updates to the other person who was absent during the meeting. Also, everyone in the group should know each other’s working style, experience, reporting, functions, expertise, skill sets, knowledge in a particular domain or qualifications etc., in order to work efficiently in a group. Ideally, some norms need to be established and also accepted or followed by all the group members.

Receiving and Giving Constructive Feedback The only efficient way in working through any problem is the ability to give and receive constructive feedback.

Understanding the Importance for Feedback Feedback given is not to find out flaws or drawback in any employee’s or teams performance but to ensure that areas of improvement are identified so that overall improvement takes place.

Feedback is the most important aspect in any organization. Receiving and giving feedback should be done on regular basis in order to not only improve one’s performance after receiving constructive feedback but also to improve overall performance of the team. One important thing which one needs to understand is that the feedback given is not to find out flaws or drawback in any employee’s or team’s, performance but to ensure that areas of improvement are identified so that overall improvement takes place.

Importance of Positive as well as Negative Feedback Generally, it’s a notion among people that feedback is always given in order to identify the areas of improvement and lacunae or loopholes in performance. But this is not true, feedback should also be given when there is good performance or best performance too. This helps to boost the morale of the employee and hence when negative feedback is given to the employee, it is also received positively by the employee he/she is receptive and thereby listens to the feedback given constructively and also works towards improving the performance thereafter.

Dos and Don’ts of Providing Feedback 1. Be Objective and Not Subjective: One needs to provide feedback by describing objectively what was seen or heard and give specific examples which are more recent and not those which happened in the past.

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2. Address the Behaviour and Not the Person: Do not put any tag to the person like unprofessional person, disorganized person etc. Labelling a person is not appropriate. Instead, the inappropriate behaviour should be described and addressed. 3. Do not Generalize based on One or Two Specific Instances: One needs to be precise and bring it to the notice of the receiver regarding one or two instances when the employee does not perform rather than generalizing and saying that he/she is not performing constantly. 4. Be Specific while Addressing: When you address the team, never use indefinite persons like everybody, somebody or say “A few employees”, because it sounds vague, the people who are being addressed fail to understand that who are being pointed at. 5. Use the Pronoun “I” when it is required: Instead of saying “you are not regular in sending reports” If you say “I have been observing of late that you are not sending reports promptly which I don’t appreciate much.”

Conflict Resolution Most conflicts can be anticipated or prevented if a group spends enough time in knowing each other, establishing some set of rules or norms for group behaviour. Even if this is done very carefully with clear objectives, conflicts still tend to happen. Problems do not fade away on their own. Hence, you should not overreact or under react to problems. Some behaviour can be ignored as it can be just a difference of opinion or momentary argument but some behaviour which seems to be serious, occurring consistently and is destructive or negative in nature needs to be resolved with emergency. You should not hold one person responsible for success or failure of a group effort. Every group member should work together as a team player and work collaboratively to encourage constructive and positive behaviour. Do not assume any responsibility to please others, solve others personal problems or time management, other professional problems, work load related issues etc. Competent Communicators listen to each and every group member patiently and attentively. You need not agree or disagree to what others have to say. Also the focus should be on facts; overall common goals/ objectives of the group, harmony in the group by bringing in little bit of humor in the group and also appreciate or compliment others work.

Competent Communicators listen to each and every group member patiently and attentively.

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However if interpersonal conflict still remains that it has to be treated as the top most priority and addressed in a meeting primarily focusing on the issues and resolve the conflict.

Team Writing To identify and solve problems there is a need to prepare written responses jointly by many individuals to analyse a given situation by pooling different talents.

All the information collected after brainstorming may not be relevant so only after careful reading only desired data needs to be included.

It’s difficult for anyone to identify and solve problems that arise in a work place because he/she may not have relevant expertise or experience regarding this matter and also because a single person possibly can’t do so much work. Hence, there is a need to prepare written responses jointly by many individuals to analyse a given situation by pooling different talents, skills and perspective of several individuals in order to generate a joint written response which is existing in many organizations. Writing teams should follow these tasks in order to complete the tasks: 1. Delegate Tasks and Make a Schedule: Define goals or objectives of the project, research gap and propose the date when each task needs to completed. Then divide the tasks based on each member’s needs, interests, expertise and commitment towards the entire project. 2. Regular Meetings: Regular m eetings need to be scheduled throughout the project to gather variety of ideas, track new developments, avoid overlapping and deletions, and if required, negotiate the workload and reallocate the tasks after re-defining the tasks. All the information collected after brainstorming may not be relevant or required, so only after careful reading only desired data which is really important needs to be included in the report after focused reading and selection of data. 3. Drafting the Document: The document can be drafted in a stepwise manner: a. Different parts of the document will be written by different members. The writers will be writing depending on their area of expertise. However standardized way of writing needs to be instructed. b. Next step would be to assign one person to draft the entire document, this leads to consistent writing style lessening the risk of serious deletion or duplication. In order to complete this task efficiently, appropriate guidance and ample time needs to be given to the writer. One major disadvantage of the task that

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uniformity needs to be maintained. The entire document should be so meticulously prepared that it appears coherent and unified once it is ready. 4. Providing feedback on Team Work with Respect to the Writing Aspect: When you read and provide a review on what others have written, it helps you a lot to understand all the possible and probable reactions to others’ written work so, you can be prepared well in advance to write effectively without any loopholes. In a team environment comments from other team members create more active involvement and can help gather or enhance team work. 5. Revision of the Draft: Each member needs to be given the draft for modifications and enough time is given for the same. Later, the whole group needs to meet number of times for errors in the content, loopholes, repetition and effectiveness. Even their different group members have to be given different tasks like proof reading, formatting etc.

The Ethical Aspect of Team Work Communication One’s personal benefit should not be the focus while working in a team. One should always focus on the benefit and welfare of the entire team. Team members should not have private agenda in order to fulfill personal career objectives or aspirations which may not be the ideal agendas for overall benefit of the team. Every team member needs to respect the integrity and emotional needs of each other. Each and every member’s prime responsibility is in promoting the team welfare by individual contributions to achieve team’s mission and by refraining from destructive gossip, domination during meetings, inducing negative feelings about the organization in others’ minds especially employees’ minds.

Cultural Sensitivity and Communication in a Diverse Environment Ethnocentrism: Meaning It is the belief that one’s own cultural group is superior. One must be aware of cultural differences in order to ensure that communication is effective and business doesn’t get affected at international level. Various countries have different gestures or ways of communicating the same ideas so one needs to be aware of these sensitive issues and then will be able to communicate effectively with people of different countries.

Every team member needs to respect the integrity and emotional needs of each other.

Various countries have different gestures or ways of communicating the same ideas so one needs to be aware of these sensitive issues.

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Cultural Differences The British Americans, Japanese etc., are extremely time conscious and always arrive or expect others to be on time for any meetings,appointments etc., wheareas a few Indians however are known for adhering to IST-Indian Stretchable Time!

In Europe countries, people shake hands many times and also kiss each other on cheeks to great each other. In Indian culture, eye contact is not maintained between people of opposite gender.

Cultural differs widely in the characteristics they have. International cultures differ widely in their emphasis on individualism, time orientation, power distance etc. The British Americans, Japanese etc are extremely time conscious and always arrive or expect others to be on time for any meetings, appointments etc., whereas a few Indians however are known for adhering to IST- Indian Stretchable Time! They are said to arrive late and often give excuses like heavy traffic, water related issues etc., which are not very acceptable! However, one can’t generalise saying all the Indians are not punctual! A few Indians respect the language of time and never create inconvenience for others. Even body language, gestures and eye contact varies among cultures. For example: In Indian culture, shaking hands is still not a common practice in most of the states. Namaste is the most accepted manner of greeting somebody when you want to say hello or say bye to someone. As a matter of fact, even the beauty pageants from various countries at the beauty pageant show say Namaste by joining hands together before introducing themselves. In European countries, people shake hands many times and also kiss each other on cheeks to greet each other. In Indian culture, eye contact is not maintained between people of opposite gender. But in American culture it is considered important whereas in Japanese culture eye contact is not considered important. Social behavior also differs in various cultures. For example: In the Japanese Culture there are various protocols to be followed like who bows first, how deeply the person bows, how long the bow is held is dependent on one’s status. Competent Communicators get acquainted with such role related behaviour and also learn the protocols, customs regarding giving and accepting gifts, exchanging business cards are accepted ways of greeting each other. Regarding gifts in Europe countries or American countries, anything more than a bouquet of flowers and a bottle of wine is not acceptable.

Team Work Oriented Behaviour The Japanese and the American value team work and always make all the decisions though consensus where every member agrees and not just

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a majority. Japanese believe in harmony and don’t believe in saying no to anyone but that doesn’t necessarily mean that they agree to everything what is said.

Various Strategies to be Followed for Communicating Across Cultures While communicating with people from different cultures, whether abroad or in India, the following strategies need to be followed: 1. Formality Needs to be Maintained: Most of the cultures practice formal approach in business dealings. You need to address or call others by their titles and family names. Your verbal and Non-verbal behaviour should convey a formal code of conduct.

Your verbal and Nonverbal behaviour should convey a formal code of conduct.

2. Show Respect: Without being judgmental, you need to listen carefully to what is being communicated trying to understand others feelings. You need to carefully gather all the information about your host country like geography, form of government, culture, history, current events, capital city, other cities etc. 3. To ensure that your oral and written messages are well understood the following are the do’s and don’ts: a. Avoid Slang and Jargons, as these confuse the listeners and lead to communication gap. b. Always be clean and concise. Do not beat around the bush and be vague. Concrete examples need to be given to illustrate your points. c. Feedback needs to be taken at regular intervals and also provided at regular intervals. A written summary report of all the points discussed or addressed in the meeting needs to be covered. Your colleague/peer can be asked to paraphrase what has been said and questions should be encouraged. d. A variety of media can be used like handouts, audio visual aids models etc. The handouts can be distributed before the meeting so that it can be read in advance. e. Avoid attempts at humor as it may not be taken positively and it may also lead to sporting the inter-personal relationships as the other person might not perceive in the same manner as it was intended by the speaker.

A written summary report of all the points discussed or addressed in the meeting needs to be covered.

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A person who is knowledgeable regarding different cultures and is comfortable with different cultures is a more effective manager.

4. Respect and Value Diversity: Whether you happen to belong to the majority culture or minority culture where you work, you will share your work and free times with people who are different from you. Hence, a person who is knowledgeable regarding different cultures and is comfortable with different cultures is a more effective manager because he/she can avoid misunderstanding and explore various view points of different people which a diverse culture provides this will also make you feel happy and contended. 5. Regarding the Right Terminology to Address People from USA: Americans from different places like to be called differently. For example: Black Americans like to be called as African Americans, White Americans prefer the term European Americans etc.

Black Americans like to be called as African Americans, White Americans prefer the term European Americans etc.

It is very important for us to know that ethnicity is not related to people of colour, castes or creeds. Every ethnic group or a racial group the globe has its own culture and physical characteristic one must learn to communicate, address and know about other groups with when the inter action is l ikely to happen so that the communication is effective without any hindrances or obstacles or barriers.

Steps to Overcome Various Issues in Communication 1. One must be sure and have adequate knowledge about his/her counterpart’s cultural background and which country they belong to as every country has its own norms and ethics. 2. Background knowledge of each and every country helps in interaction with counterparts, exposure to the general work culture and ethics is important. 3. The attitude with which you interact with people makes a big difference. 4. There are various discriminatory facts like racism, sexism, culture, stereotypism, ethnocentrism etc., regarding which one has to be aware so that he/she does not commit mistakes while interacting with people from different cultures across the globe.

Chapter 2: Contemporary Issues in Business Communication

A few examples to illustrate the above point are as follows: a. Sexism: The right term is not chairman or chairwoman but chairperson. b. Stereotypism Forex: “All south Indians are intelligent” One should not indulge in such statements. c. Ethnocentrism: has already been explained earlier. 5. Exposure to the spellings, the accent and specific words can help in bringing the cultural divide. 6. Always practice politically correct communication, give your time and attention when communicating to others. This means to use language sensitive to those who are different from one-self. 7. Communication in one’s local language should be avoided. 8. Direct eye contact conveys that you are sincere although it should not be too intense. 9. In U.S.A., they often encourage the use of nicknames. 10. C ompl im ents are ex changed f requentl y and ar e popul ar “Conversation starters”. 11. Ethnic and religious humour is best avoided. 12. Topics like discussing religion, politics or other controversial subjects should be avoided. 13. Women should not be asked if they are married except during an interview for employment reasons. 14. Topics like Sports, Music, Movies, Travel, and Food etc., should be encouraged. 15. The politically correct term for homosexuals is “gay man” or “gay woman”. 16. Do not use terms like Negroes and Orientals, use hyphenated terms such as Af r ican-Am er icans, Asian-Am er icans, C ar ibbeansAmericans etc. 17. Use terms such as physically challenged instead of handicapped and speech impaired or hearing impaired instead of deaf and dumb. 18. Cross Gender Discrimination: Women should not be called as weaker sex.

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Ethics and Communication Ethics is a system of moral principles that might go beyond legal rules to tell us how to act when the law has no role to play. There are Three types of Ethics: 1. Professional Ethics: Employees and members are expected to follow these guidelines. They define what is right or wrong in the workplace. 2. Social Ethics: These are defined by society. Accepting gifts from suppliers is strictly not encouraged in American societies. Also, the only kind of gift acceptable in countries like, U.S.A., Australia, Europe is a bottle of wine and flowers. Anything else apart from this is not acceptable. 3. Individual Ethics: These are defined by the person and are based on family values, heritage, personal experience etc.

Various Reasons for Unethical Behaviour If a few employees are using a few facilities like net surfing, making personal telephone calls etc., and staying back for more time under the pretext of doing over time, other employees also tend to imitate the same practices. Hence a strict code of ethics should be brought into effect and enforced consistently and constantly by the employer so that employees have fewer opportunities to be unethical.

1. People always want to do things which are convenient for them. They tend to take the shortest and the easiest route to do things. 2. People believe that they should do everything whatever is required to win. They feel that if they follow the ethical practices, then they are bound in many ways which become an obstacle in their path to achieve success. 3. At times, people feel that in the given situation, they have to take certain decision so in a given situation anybody would behave or divide in the same manner. Hence, there is no question of ethical practices which need to be followed. The corporate culture affects ethics to a large extent. For example: If a few employees are using a few facilities like net surfing, making personal telephone calls etc., and staying back for more time under the pretext of doing over time, other employees also tend to imitate the same practices. Hence a strict code of ethics should be brought into effect and enforced consistently and constantly by the employer so that employees have feweropportunities tobe unethical. Ethics is directly proportional to good business! If an organization is ethical in its approach for all functions then it automatically gets good investors and good employees leading to good business!

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Procedure or a Stepwise Method for Ethical Decision Making 1. Gather facts while you have to decide on who has an important stake in the outcome of your decision. You need to measure or quantify what is at stake for each stake holder like customers, suppliers, employees etc. 2. All the options needs to be evaluated: Which option leads to more outcomes and less loss of any kind. a. You need to find out whether the decision is legal, does it abide by law? Like laws relating to equal opportunity, performance appraisal, sexual harassment etc., if it is not legal, one must not do it. b. Does the action comply with companies’ formal code of conduct? c. Is the action or decision taken going against the religious values? d. You need to ask yourself how will I feel after the decision taken by you is known to others. 3. Make the Decision. 4. You need to act on the decision and should be able to give justification or explanation for the decision taken by you to others.

Review Questions

Review Questions

1. What ar e thr ee var iabl es of G roup Communication? Explain each variable. 2. What are the Dos and Don’ts of providing feedback? 3. What d o y ou “Ethnocentrism”?

und erstand

by

4. E x pl ain the var ious str ategies to be f oll owed f or com m unicating across cultures in not more than two to three sentences each.

5. Pr ovid e key to success in or d er to overcome various issues in Communication. 6. What are the three types of Ethics? Explain each type in short. 7. What are the various reasons for Unethical behavior? Explain each reason in not more than two to three sentences.

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Activity/Case Study

Activity/Case Study

The following activity should be facilitated by the faculty.

Activity: Feedback Session Number of participants required for the activity- Two participants are required for this activity. Conduct a feedback session preferably one to one with another participant inside the classroom. Before this, the participant who is going to provide the feedback should plan the points related to the issues for which feedback will be provided. One has to keep in mind the contents under the topic “Receiving and Giving Constructive Feedback” and “Dos and Don’ts of providing feedback”. Question: 1. What do you learn from this activity?

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Interpersonal Communication Skills BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Non-verbal Communication Body Language

ENHANCEMENT OF WRITING SKILLS

RESUME WRITING SKILLS

Physical Appearance PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Handshakes Various Types of Listening

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Causes, Effects and Barriers of Poor Listening Tips of Telephone Etiquette Determination of Logistics Seating Arrangement

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Conduct the Meeting Review Questions Activity/Case Study

Key Terms Body Language Physical Appearance Tips on Telephone Etiquette

Stress and Intonation Patterns

Handshake Initiative

Voice Mails

Seating Arrangement

Agenda Items

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

    

Explain the meaning and significance of non-verbal communication. Provide inputs on do’s and dont’s of body language and rules of introduction. Present inputs on tips to listen effectively in business situations. Give inputs on telephone etiquette. Elucidate how to plan, contact and participate in an official meeting.

Non-verbal Communication It’s the most important form of communication. Most of the messages convey more meaning from non-verbal Communication rather than Verbal Communication. A non-verbal message is any message that is not written or spoken. The most common types of non-verbal communication in business are as follows:

Body Language The most expressive part of your body is your eyes. Eye contact and eye movements tell a lot about you. However, in some cultures eye contact with the person to when you are speaking to is not considered or perceived to be important. Gestures are the most important aspects of non-verbal communication. They are hands and upper body movements that add information to your face to face interactions. Posture, placement of arms and legs, distribution of weight etc., are other forms of non-verbal communication. For example: If you are leaning towards the person with whom you are communicating would probably be taken as a sign of keen interest and involvement in the interaction. Whereas leaning back with arms folded across the chest may be perceived as a sign of boredom or defiance.

Chapter 3: Interpersonal Communication Skills

At times, when your body language is closed it also conveys that you are rigid and not very flexible in terms of the conversation which is taking place. It also conveys sign of less confidence and nervousness. In any professional interaction, use positive facial expressions such as smiles, expressive eyes and looks of empathy and encouragement to communicate feelings and emotions. Any kind of body language in which one is having any kind of gestures like frowns, eyes made bigger etc, convey a very wrong impression about you. So, it is better to avoid it.

Physical Appearance Physical appearance matters a lot in a professional environment. Before you start communicating verbally or non-verbally, your appearance talks a lot about you. The way you dress up, your clothing, jewelry, footwear, office and home furnishings, your vehicle provides a lot of information about your values, lineage, family background, culture, financial status or economic status and group or subjecting identification.

Touch Touch is one of the most important means of non-verbal communication. It is also a very effective means of communication. For example: 1. If someone is sad or low, if you hold his/her hand, he/she may feel comforted. 2. An intimate touch is common amongst couples. 3. A person who never shakes hand or never ever pats your back is considered odd and rude, whereas a person who touches too often may make a person feel uncomfortable and uneasy.

Handshakes Handshakes are the universally accepted business greeting. They are the only acceptable physical contact for men and women in the business area.

How to do a Handshake? Keep the fingers together with the thumb up and open, slide your hand into the other person’s, so that each person’s web of skin between thumb

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While shaking hands, the hands should be squeezed formally but not very tightly otherwise it may hurt the other person.

and forefingers touches the others. While shaking hands, the hands should be squeezed formally but not very tightly otherwise it may hurt the other person. The colleague higher up the corporate hereby always has the “handshake initiative” the right to offer his or her hand first. If you approach a group of people, you should always extend your hand and introduce yourself. To show respect and regards, always extend your hand to older individuals first.

Dos and Don’ts of Body Language Dos: 1. The back slap should be interpreted as a sign of friendship. 2. Direct eye contact conveys that you are sincere, although it should not be too intense. 3. In an organization all the employees must observe rules around comfort zones. The distance observed between two people. Intimate: touch to 18 inches, Personal: 18 inches to 4 feet, Social: 4 feet to 12 feet, Public: 12 feet or more. 4. Smile, nod frequently, Make eye contact. Keep your hands out of your pocket as it conveys closed body language. Dont’s: 1. Do not shrug or bend your back while sitting or standing. 2. Do not cross/fold your arms during a conversation. 3. Do not tap your feet during a meeting. 4. Do not clear your throat repeatedly. 5. Do not bite your lips or nails. Some Signs of Confidence 1. Uncross your legs. 2. Always move to the end of your chair and sit comfortably. 3. While talking especially while standing thrust your chin slightly upward. 4. Always vary your positions and posture.

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5. Gestures should be made moderately. 6. Eye contact needs to be maintained constantly especially during conversation or meeting. Some Signs of Nervousness 1. Never cover your mouth with your hand while talking. 2. Never scratch your nose, hand or ears. 3 Do not play with your jewelry or pen while talking. 4. Never look down or avoid eye contact. 5. Never make unpleasant or inappropriate facial expressions. 6. Do not look away. 7. Do not keep your body rigid. 8. Do not fold your shoulder while sitting or standing. 9. Never use verbal pauses or filter words like um, ah, uh etc.

Rules of Introduction 1. One person is always introduced to another. 2. Basic rules are as follows: a. A man is always introduced to a woman. b. A young person is always introduced to an older person. c. A less important person is always introduced to a more important person. 3. Do not introduce people by first names only. 4. Always display enthusiasm in introductions. Regarding “Handshake Initiative” The colleague higher up the corporate hierarchy always has the “handshake initiative” or the right to offer his or her hand first if you approach a group You should always of people, you should always extend your hand and introduce yourself. To extend your hand and introduce yourself. show respect, always extend your hand to older individuals first. Common Mistake Regarding Introduction: 1. The worst mistake of all is to make no introduction. 2. Never use terms such as “Mr. Jones, shake hands with Mr. Brown” or “Mr. smith, meet my cousin Sam”

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Proper/Correct examples are as follows: 1) “Mr. Smith, I’d like you to meet Mr. Brown” or, 2) “Dr. Avery, may I introduce you to my professor Mrs. Robinson.” 3) “Professor Avery, I’d like you to meet my niece, Marcia Brown.” 4) “Bishop Barney, may I present Miss Patton.” Tips Always take time to know the person you introduce.

Using only first names is often confusing and may even seem as if the introduction did not know the person’s last name. Always take time to know the person you introduce. Time

If you are late for a meeting, always notify the concerned person.

Great emphasis needs to be given on time and schedules in a business scenario punctuality talks a lot about you professionalism. If you are late for a meeting, always notify the concerned person. The concept “time is money” is taken seriously and is predominant in most of the western cultures.

Listening We were given two ears but only one mouth because listening is twice as hard as talking. To be heard is every man’s desire especially if the person happens to be the customer. “The spoken word belongs half to him who speaks and half to him who hears.”

Facts About Listening Listening is a signal of respect.

Listening (whether done by individuals or by companies and government) is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is more if people think you’re pretending to listen but aren’t. -------- Higo Powell Listening is 10% to do with the contact and 90% to do with intent.

Difference between Listening and Hearing Listening involves much more than just hearing. Listening is 10% to do with contact and 90% to do with intent. Hearing does not involve comprehension or internalize action of the sound perceived whereas listening involves interpretation of one sound heard while

Chapter 3: Interpersonal Communication Skills

associating meaning to the sound. Hearing is a passive action where your involvement is low or nil whereas listening is an active action where your involvement is high or complete i.e., you are completely involved and are able to or willing to internalize and comprehend whatever is said to you. Active listening is a way of listening. That focuses entirely on what the other person is saying and confirms understanding of both the content of the message and the emotions and feelings underlying the message to ensure that understanding is accurate.

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Active listening is a way of listening.

Hearing is just receiving information and is an identifying capability whereas listening is hearing with concentration and is an acquired skill. There are various types of listening, we tend to practice, which are as following:

Active







I

in g gn o r



n Pr ete

ding

S el ec

Att en

ti v e

Figure 3.1: Star Model of Communication

ti v e

What we need to practise

As you can see in the above model, we normally tend to ignore if we feel what we are hearing is of no use to us or is boring, unimportant, baseless not in our favour etc. We at times pretend to hear in a meeting running for hours together or during a lecture. We also do selective learning when something of our interest is being told For example: When your parents shout at you for keeping things untidy in your room you ignore them but as soon as they say that one of your friends had called you, when you were not at home, you tend to practise selective learning. Attentive listening is a common practise during an appraisal meeting when the employee wants to hear all the details which the employer is telling during the meeting. Attentive listening also happens when one or more tasks are assigned to you. However, ideally one has to practise active listening.

Attentive listening is a common practise during an appraisal meeting when the employee wants to hear all the details which the employer is telling during the meeting.

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There are three types of listeners which are as follows: 1. Oblivious listeners 2. Self-seeking listener 3. Active listener

External Bad Habits while Listening The following are the external bad habits while listening: 1. Fidgeting 2. Doing/looking elsewhere 3. Rushing 4. Interrupting 5. Pre-occupied The above can be explained as follows: 1. Fidgeting: Engrossed with something or playing with a pen while the speaker goes on very passionately. 2. Doing or Looking: Looking at something while the speaker is talking. 3. Rushing: Unnecessary hurrying the speaker while he is talking.

Do not talk a lot, talk when it is required and listen for the rest of the time.

Multi-tasking with too many things and assignments can also be potential threat to the listening activity.

4. Interrupting: Stopping the speaker while he is still going on with the topic. Frequently interrupting the people before they have finished talking. Are you one of those people who love to talk and listen to your own voice? It is difficult for you to listen to someone else? Don’t worry, you are not alone. Do not talk a lot, talk when it is required and listen for the rest of the time. Do you like being interrupted? If we are interrupting our customers then it is a clear indication of the fact that we are more eager to speak than to hear and also that we are not really interested in what he/she really wants to say. This would upset the person when you are talking, as in other words, we are telling him that he is not important. 5. Pre-occupied: Engaged with something else while the discussion is going on. Multi-tasking with too many things and assignments can also be potential threat to the listening activity.

Internal Bad Habits while Listening The following are the internal bad habits while listening: 1. Mind reading 2. Rehearsing

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3. Assuming 4. Judging 5. Dreaming 6. Solving 7. Criticizing 8. Distractions The above can be explained as follows: 1. Mind Reading: Trying to read the speaker’s mind while the discussion on is going on, rather than paying attention to the speaker’s words. 2. Rehearsing: Preparing the response or practicing the response to make an impression on the speaker. Instead of listening, think about what you’re going to say next while the other person is still talking.

Instead of listening, think about what you’re going to say next While the speaker/customers is still talking, do you at times tune out while the other person of their conversation and start thinking of what should you say next? is still talking. In this case, the minute we tune off from the customer is the minute that we stop listening to what he has to say. Remember, that we are dealing with the customer on a real time basis, therefore information not heard amounts to information lost. Also, it may happen that customer tells you something very essential during the time you were Do not start creating not listening to him, which might lead to an inappropriate answer/ your own script while solution. Hence, do not start creating your own script while the the customer is still talking. customer is still talking.

3. Assuming: Making assumptions without any rational thinking and landing up with a deal end. 4. Judging: Judging prematurely and without any premise. Opinionate Do not try and guess before the speaker has concluded. Let the speaker from what he or the message. she has started to say. Do not try and guess the message. Just listen to what is being said and you shall know. It is often said that incomplete information is dangerous. For example: Let’s say that you are working with XYZ collections department and you are calling a customer- “John” who has not paid the bill. So, you call up and ask the customer ”Any specific reason that you did not pay your bill in time?” John says, “Yes, I have been in the hospital………” And before he could finish, you interrupt and ask him, “Oh………I hope you and your family is fine?” John laughs and says, “I only work at the hospital and I have been quite busy.”

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This shows that if we jump to conclusions, there are lots of chances that we would make mistakes. So always let the speaker finish and then only voice your opinion. Wait till the speaker is through, then judge and evaluate. A good listener accepts all the information objectively before adding any value judgments to it. A good listener is an intense listener who not only concentrates on what is being said, but also summarises and integrates information to make it consistent with the present content.

On an average, we can think four times faster than the speaker can talk – this is the mother of the problem. Since we are all blessed with the ability to think faster than any one can talk, therefore your mind wonders, there after there is a need for regulating our project process. A good listener is an intense listener who not only concentrates on what is being said, but also summarises and integrates information to make it consistent with the present content. 5. Dreaming: Drifting in to a dream sequence while the conversation is going on because one finds it, irrelevant and monotonous. 6. Solving: Loosing the thread with the speaker while trying to find a quick fix to his/her predicaments. 7. Criticizing: Find faults with the speaker’s mannerisms or by what is going on around you. 8. Distractions: Easily get distracted by the speaker’s mannerisms or by what is going on around you.

Internal distractions are things that are happening in our mind.

Distractions are of two kinds Internal and External Internal distractions are things that are happening in our minds that keep us from listening to and hearing the speaker. For example: Thinking about what you are going to have for dinner. Mentally completing the customer’s sentence before he or she finishes expressing a thought can affect your ability to practice positive listening. Allowing personal biases about how the customer sounds affect your ability to pay attention. How can we avoid internal distractions? We can actually regulate our thinking ability. For example: Let’s go back to the days when we were appearing for graduation exams and it was the last test. The thoughts which come in our minds may be going for a movie, catching up on the sleep etc., start

Chapter 3: Interpersonal Communication Skills

clouding our minds. What do we do? Do we allow ourselves to keep thinking about these things or do we tell ourselves- “Not now!” So, what have we done? We have regulated our thoughts. The conclusion is that we can control internal distractions by exercising control over thoughts. A continuous attempt would help us in widening our attention span.

Barriers, Causes and Effects of Poor Listening Causes: One major cause of poor listening is that many people have not been taught how to listen effectively. The next cause is the difference between the speed at which we normally speak and the speed at which our brains can process information. We tend to think faster than we can speak. Generally, while listening to others, our minds begin to wander and we loose our ability to concentrate on what is being told or on the discussions taking place. The following are some effects due to poor listening: 1. Instructions not understood, hence not followed. 2. Damage of office or misuse of office property. 3. Sales lost or decrease in sales. 4. Feelings hurt. 5. Morale of the employees becomes low. 6. Decrease in productivity. 7. Dissatisfaction and unrest in the mind of the employee. 8. Rumors, unnecessary gossips. 9. Health Risks. The following are the barriers to effective listening: a. Concentration lasts only for 15-20 minutes. b. Focusing on your own agenda. c. Inattention to other’s motives. d. Emotional eruptions. e. Criticizing the speaker. f.

Information overload.

g. External and Internal distractions h. Language Barrier. i.

Technical Barrier.

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The above barriers are self-explanatory, there are a few more barriers which can be explained as follows: 1. Difficult Accent: It can pose a big difficulty in comprehending the subject matter and needs to be addressed either by paraphrasing or requesting the speaker to slow down. 2. Some Traps which gives way to the façade if the listening act is not genuine by asking surface questions, evaluating or passing judgement, or calling the subject uninteresting.

Steps to Effective Listening The following 5 steps to effective listening need to be followed: Receive, Interpret, Evaluate, Remember and Respond. The above steps can be explained as follows: 1. Receive: Specific details need to be received. 2. Interpret: The details which are received are then analyzed and interpreted to understand. 3. Evaluation: After the received data is interpreted the evaluation is done. 4. Remember: The details are then remembered. 5. Respond: After the process of interpretation and evaluation is done a mental note has to be made and a response needs to be given for the same.

Proactive Listening Tips 1. Talk Less, Listen more: God has given us one mouth and two ears so that we may hear more, and talk less.

It is important to let the fellow speaker complete his statement and then react.

2. Do not Interrupt the Speaker: Let the speaker complete what he has to say and then speak. At times because of time pressures, we tend to get impatient. As soon as we figure out what a person is going to say, we tend to interrupt to finish the sentence for the speaker, this happens when the speaker speaks slowly. Sometimes, we tend to respond immediately even before the speaker has finished or taken a relevant pause when we think of a counter argument. 3. Don’t Jump to Conclusions: Do not assume anything. It is often said that assumption is the mother of misunderstandings. Hence, do not assume, let the speaker conclude.

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4. Listen “between the Lines”: This refers to understanding the underlying or hidden meaning. We need to be sensitive tosaid as well as unsaid need of the customer. 5. Ask Questions/Paraphrase: In order to ensure that our understanding is accurate we should always paraphrase. Also, ask questions if You need to listen something is not understood. Paraphrasing is actually internally carefully and attenmemorising all the points which the speaker has told in such a way tively. that given a chance, you will be able to say it again not necessarily in the same order. This means that you need to listen carefully and attentively. 6. Don’t get Distracted by the Environment: You need to avoid external distractions. During a business presentation, you may make or receive phone calls, play with pen, pencil etc., and give the speaker the impression that what he/she has to say is unimportant or uninteresting. Physical distractions can be eliminated easily and are under control. If you are in a meeting where the environment is noisy, the tem perature is not com fortable, seating arrangement is not comfortable, then all these distractions need to be eliminated one after the other by taking suitable actions. Sometimes minor disturbances need to be ignored. As mentioned earlier in do’s and don’ts, it is important for the listener to maintain eye contact with the speaker. You need to focus on the content of the talk and not too much concerned with how, it is delivered. At times, an unfamiliar accent, inappropriate dress code, high rate of speech, inappropriate body language etc., may cause distractions but you need to be careful that you don’t get affected by such distractions. At times, the information or content presented to you is in an interesting manner but the content may prove to be very useful to you and thus requires your full attention. 7. Keep an Open Mind: Do not have pre-conceived ideas about the speaker and about the situation. Keep an open mind and limit your bias. You need to listen objectively and empathetically and keep your emotions under control. Always, be receptive to listen and understand new information and new points of view. Try to be neutral when you listen and you will realize that when you are empathetic, you will neither completely agree nor completely disagree with every point the speaker makes. This ability to evaluate message objectively will enable you to gain complete information.

It is important for the listener to maintain eye contact with the speaker.

Always, be receptive to listen and understand new information and new points of view.

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8. Believe in a Win-win Situation: Always consider it as a win-win situation. The speaker wins by convincing you of the merits of his/ her position and giving you all the information or, inputs and insights that will prove to be very useful to you. However, some of the information which you receive may be old to you or known to you. In that case, your work becomes easier by just trying to focus on the new things you have learnt.

A good listener is open to new point of view and ideas.

9. Be Willing to Listen to Someone Else’s Point of View and Ideas: At times, we are closed to a particular point of view/opinion which is different than what we think. Therefore, we resist those ideas. A good listener is open to new point of view and ideas. He might agree/ disagree with idea or opinion but only after understanding what it is. 10.Take Advantage of Your Brain Power: Use your brain to gain the right understanding of the received message. 11.Provide Feedback: No communication is complete without feedback. Always give feedback to the speaker. It tells the speaker that you are listening and also helps to check your understanding of the received message. 12.Motivation is an Essential Key Factor: Be self motivated/self driven to listen to your customer/ speaker. Give yourself a reason enough to listen to turn, because we listen to what is relevant to us. 13.Involve Yourself: You can involve yourself in many ways to practise active listening. Some of the ways are as follows: 1. Practise internal paraphrasing. This has already been mentioned earlier.

Always ensure that you are listening to each and every detail so that you benefit to a large extent.

2. You can jot down points. Ensure that you write only points so that not too much time is wasted. 3. Try to learn and listen the maximum. Always ensure that you are listening to each and every detail so that you benefit to a large extent. Ensure that you use this information to accomplish your professional goals and also in your day to day tasks in your routine job.

Tips on Telephone Etiquette Communicating effectively by telephone has become a very important and critical managerial skill as the need for fast, spontaneous and accurate information has increased in organizations.

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Your Voice over the Phone Your voice conveys a lot about you. So, you need to be careful when you talk over the phone. So, always try to project a friendly, competent, confident, pleasant and an enthusiastic image over the phone. To make your voice sound clear and appropriate, ensure that you are either sitting or standing appropriately with the right posture. Avoid munching, drinking or eating anything while talking over the phone. If you sit in any other posture like head tilted and the receiver of the phone held between the ear and the neck while you are working something or doing some other work with your hands then your voice may not be heard clearly. As a matter of fact in some of the BPO’s, the executives from the voice processes who receive inbound calls are asked to smile and greet every customer they talk to over the phone. This has proved to get good business and increase in customer loyalty.

Stress and Intonation Patterns When you stress each word in turns, different meaning comes out from the same sentence. This can be illustrated through the following example in order to understand the above fact, read the sentence allowed each time emphasizing the word stressed: ^

1. I didn’t say he stole the money (this means- “someone else said it”) ^

2. I didn’t say he stole the money (This means- that’s not true at all.) ^ 3. I didn’t say he stole the money (This means- I only suggested the possibility.) ^

4. I didn’t say he stole the money (This means- I think someone else took it.) ^

5. I didn’t say he stole the money (This means- maybe he just borrowed it) ^

6. I didn’t say he stole the money (This means- rather some other money) ^

7. I didn’t say he stole the money (This means- he may have taken some jewelry) Voice qualities such as volume, speed, pitch, tone and accent convey a lot of messages.

Right from Picking up the Receiver Till the Hang up The person who answers the main number in the office must be trained in order to speak and respond to the queries of the customers. Such

Avoid munching, drinking or eating anything while talking over the phone.

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people’s conversation with customers can have more impact on the organizations public image than the best advertising campaigns made by the company.

Do not interrupt or else you may loose out on important information.

You need to answer the phone at least by the 3 rd ring and irrespective of you giving the same greeting multiple number of times, you need to ensure that you are found equally pleasant welcoming and energetic every time you answer your calls. Always know the person’s name and use it effectively to build rapport with whomever you are speaking to at the other end and always listen carefully. Do not interrupt or else you may loose out on important information. Also be very specific in taking your company’s name and your name also. Whenever you are receiving on dictating any information, do spell out the words especially the important information and always speak out or read out any numerical figure in 3 digits at one go. For example: 962 082 3835 this is the normal protocol followed.

Voice Mails Even if you don’t like it, voice mail is in vogue and will always stay. For example: Press 1 to leave your voice message or press 2 to speak to the operator. Always you need to plan your message in advance because you may have to leave your message over the voice mail. Be polite and get to the point. Do not beat around the bush. In case you have voice mail on your own phone follow the tips mentioned below: 1. Never put your voice mail on if you are available. Always keep the message short and to the point.

2. It’s always advisable to record your own voice rather than keep a recorded message over the voice mail. Always keep the message short and to the point. 3. Always check all your messages daily and return all the calls promptly. 4. Your callers may assume that you’ve received their messages and may mistake a lack of response as rudeness, not interested in the business proposal, also may lead to anxiety and can lead to stress and unnecessary confusion and delay in decision making.

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Dos and Don’ts of Mobile Phones 1. During official meetings, restaurants, movie and social occasions like marriage, birthday parties, client meetings or a party with the clients, it is advisable to switch off the mobile or switch over to silent mode or vibration mode. 2. When you are talking over a mobile phone especially in case an official calls, get to the point and do not waste the recipients and your time and money as every minute is charged. 3. Also, when you are driving, you need not answer your calls, you can call back after you reach your destination as it is dangerous to talk while driving especially reading messages or typing messages.

When you are driving, you need not answer your calls.

All about Official Meetings/Business Meeting Meetings help the employees in many ways which are follows: a. Members are informed of events related to carrying out their duties or delegated tasks. b. Meetings work like a forum for getting lot of inputs. c. Meetings help to solve problems and various issues can be addressed and resolved also. d. Meetings also have a major possible effect by promoting unity and cohesiveness among all the employees or members of the meeting through social interactions which are face to face. In order to conduct any meeting, the agenda needs to be clear and communicated well in advance to the members who will be attending the meeting. You need to know to run a meeting, do the follow up etc. Basically, the most important thing is what needs to be accomplished has to be kept in mind when the meeting is going on.

To conduct any meeting, the agenda needs to be clear and communicated well in advance.

Planning a Meeting Generally speaking in Indian scenario, a meeting is announced at a short notice, so adequate time is not available to plan the meeting by giving attention to detail. At times, the purpose is not met and the logistic planning is also not upto the mark. Any meeting will be successful and effective only if the agenda, purpose of the meeting, logistic, who all are attending the meeting i.e., the members of the meeting, and venue, duration etc., are all planned well in advance.

Any meeting will be successful if the agenda, of the meeting, and venue, duration etc., are all planned well in advance.

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Identification of the Purpose of the Meeting The purpose of the meeting needs to be very clear and only then the meeting will be effective. For example: If the purpose of the meeting is to increase the profit earned by the organization then the purpose of the meeting needs to be stated in the form of an agenda such as: To train and improve the marketing and sales team in their skill sets in order to increase the profits thereby. Another agenda can be to: Increase the quality of products/services and hence increase the profits thereby. This may be the case where the sales and marketing team may be excellent but the products/services need improvement.

Decision Regarding Whether a Meeting is Required or Not If you need to address two to three people, then a small meeting can be conducted.

A meeting is required only if some important adhoc issues or matter needs to be discussed with all the employees. Also, if some planning needs to be done with everyone for upcoming events or some important audit or certification is going to happen in the near future. If you need to address two to three people, then a small meeting can be conducted including only these people who need to be addressed.

Preparation of Agenda Defining an Agenda is very important for a. Preparation of back ground information which will be needed to conduct the meeting with everyone. b. Focussing on your plan which will in turn help to conduct the meeting. Normally an Agenda will contain some or most of the following elements: Following is a sample of a formal Agenda.  Agenda for (Name of the group) meeting.  Prepared on (Date Agenda created)  By (Name of author of Agenda) Attendees: (Those invited to attend, often in alphabetical order)  Date and Time of meeting:  Location of Meeting:  Subject: (Issues/points to be discussed or propose of the meeting)

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Agenda Items (1) Call to order, (2) Routine business (procedure or admin matters) (a) Approval of Agenda (b) Reading and approval of minutes of previous meeting (c) Committee reports (3) Old business (unfinished matters of previous meeting) (a) Discussion of issues unadvised from previous meeting, (b) Issues arising from decision made at previous meeting (4) New business (a) Most important issue (b) Next most important issue(c) Other issues in decreasing order of importance (5) Adjournment.

Decision Regarding who should Attend the Meeting In business situation, adhoc meeting are held number of times. During such meetings lot of decisions have to be taken. One of the important decisions is regarding who should attend the meeting? Also, number of people attending the meeting also needs to be decided. Only those people who have been delegated need to be a part of the meeting. This makes sense as those who are not doing any task may cause hindrance in the meeting which involves unnecessary discussions and experts or highly experienced people may be called at times to observe and provide solutions or recommended as suggestion etc. At times, few peoples’ personal goals may interfere with professional goals of the organization which are in consonance with its goals objectives, vision and mission, so, this aspect needs to be taken care of by constant monitoring or else it may again be waste of time for all the members in an organization.

Determination of Logistics Dos and Don’ts Regarding a Meeting 1. It is not advisable to schedule a meeting at the end of the day when almost all the members may be exhausted physically and mentally. 2. Meetings which require brainstorming, lot of discussions, problem solving and decision making should generally be scheduled at the beginning of the day or at least one to two hours after all the employees login. 3. It is not advisable to schedule lengthy meetings in rooms which do not have enough ventilation, or have extreme temperatures and which do not have good seating arrangement, good lighting etc.

Only those people who have been delegated need to be a part of the meeting.

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4. If you are the next important person in the meeting and if you are sitting to the left then it implies you are the 2 nd most important person. If all the above points are taken care of then there is a high probability that the organizational goals will be achieved.

Seating Arrangement If choice can be made then seating arrangement for the meetings can be made according to the purpose. One can choose from the following seating arrangements:

a. Rectangular Arrangement Sitting at the head of the table normally implies position of power.

It is the most common arrangement used for formal meetings. In this kind of an arrangement, the chairperson usually sits at the head of the table farthest from the door and facing the door. Sitting at the head of the table normally implies position of power. If you want to avoid giving such an impression then it’s advisable to sit at the side of the table which gives an impression of being open to negotiations and interaction. It also shows your receptiveness to listen and discuss thereby. Also, if you are sitting to the right of the chairperson it implies.

b. Circular Arrangement If equal participation and involvement is required for discussion and equal leadership function exists then circular arrangement is the most advisable arrangement. If you’re hosting such a meeting and you have a special guest, then he/she should be seated to you right.

c. One-to-One Meetings If you are inviting somebody to your office for a one-to-one meeting, it is always advisable to ask him/her to set down first and then sit down after greeting him/her also make sure that you are sitting next to each other so that you make the other person feel comfortable and at Case.

d. U-shaped Arrangement When a large number of employees are required to attend a meeting, then a U-shaped arrangement is desirable so that each and every employee can see all the other participants.

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e. Satellite Arrangement This kind of an arrangement is very common in the training sessions or a meeting when the participants are divided into small groups. The chairperson can move freely around the room and address each group separately.

f. Classroom Arrangement This is appropriate when most of the information is one way i.e., from the leader to the all the participants but inspite of being the leader the interaction among group members should in the form of dialogue and not a monologue.

Conduct the Meeting Planning for a meeting is the most important aspect for success in a meeting. A manager must be a A manager must be a leader during the meeting. He/she should always leader during the keep the group focused and encourage participation. meeting.

Regarding Punctuality All the meetings should begin on time for all those who arrive late will get a strong signal that irrespective of anyone coming late, meetings will be held on time and decisions will be taken. This will encourage all the participants to come on time.

Following the Agenda You need to follow the Agenda and not deviate from it. If the meeting is slightly informal then you need to ensure that only the new topics are relevant then further discussions can take place.

Leading Meeting Begin a meeting with the Agenda, statement of your purpose of the meeting. The meeting should not proceed into to many details and petty arrangement. This will be wastage of productive time. Quieted participants should be encouraged to talk by asking for information or seeking advise whereas talkative members should be controlled very tactfully with respect to deviation from the Agenda. Either a leader or a leader’s assistant or representative should revise or summarize all the points covered in the meeting objectively without imposing his or her biases.

Quieted participants should be encouraged to talk by asking for information or seeking advise.

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Techniques of Making a Powerful Impact at Meetings The following are some of the techniques which can help you in making a powerful impact at meetings:

1. Listen Well Nod, Smile and make eye contact to reinforce listening.

Pay attention to what others are saying while you can make notes of some important information, restate facts to check understanding. Nod, Smile and make eye contact to reinforce listening. But don’t overdo it.

2. Feedback Describe behaviour that you want to discuss with others. You should not judge others and label people unnecessarily. Your emotions need to be under control while giving and receiving feedback. Don’t criticize others, instead give actionable suggestions. Of course, you don’t have to impose your views/opinions but you can articulate them.

3. Body Language You need to make eye contact with people you are addressing and also with others at times, so everyone feels included. Your body language should be open and receptive in terms of listening to others or receiving feedback from others as well. The way you sit also conveys a lot about your personality and your mood or receptiveness in general. Do not slide and sit in a relaxed manner.

4. Influencing and Gaining Support Ask questions which make people think and analyse. You need to present facts, figures and cases as evidence, give an action plan and propose to implement by appearing to others for support. http:/www.speak-first.com/news/impact-in-meetings.aspx From the above website, we get a lot of information on various types of animals like horses, monkeys and owls. You need to first figure out what kind of characteristics you have and what kind of characteristics do others have. This will help to exactly know how to sell yourself and your ideas, news and opinions in an efficient manner without arguing or over shadowing others. This will help to make an impact in meetings.

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Lions tend to be autocratic, independent and strong willed authoritative and goal oriented. Horses are caring creatures; they are exactly opposite to lions. Monkeys are sociable and spontaneous beasts, jumping rapidly between activities. They are intuitive and emotional and love to be involved. Owls tend to practise attention to detail and tend to have serious personalities. Persistence is more important than imagination or deadlines. Driven by data, owls are intellectual, structured and organized animals, always devoted to ‘getting it right’.

Following up the Meeting Routine meetings will require only a shorter mail as a follow up to remind what was decided and the conclusion of the meeting. Formal meetings may require a formal summary where an appointed or selected person will write or include all the points commonly called as minutes of the meeting. Minutes of a meeting are generally the points or decisions arrived at without names of attached. Generally, at the beginning itself the following points need to be mentioned: a. Type of meeting-routine/adhoc or special/Emergency etc. b. Date c. Time d. Venue e. The chairman or representative/Assistant of the leader f. The names of at the members who were absent/present g. Some important facts like minutes of previous meeting were read and how many were accepted or already the implementation stage.

The person who sends h. The minutes should consist of separate paragraphs for separate topics. the minutes of the i. The last or concluding paragraph of the minutes should clearly specify meeting to all the the time of adjournment, and if possible the proposed time for the members has to get next meeting. The person who sends the minutes of the meeting to official approval from all the members has to get official approval from the chairperson of the chairperson of the meeting. the meeting before sending it to all the members by e-mail.

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Review Questions

Review Questions

1. What do you understand by non-verbal communication?

6. Explain the “Star Model of listening”?

2. What are the six most common types of non-verbal communication in business? Explain each type in short.

8. What are the internal bad habits while listening? Explain each internal bad habit in short.

3. What are the Dos and Don’ts of body language?

9. Explain the causes of poor listening.

4. What are the rules of introduction? 5. What is the difference between listening and hearing?

7. What are the bad habits while listening?

10.What are the steps to effective listening? 11.Explain some of the proactive listening tips. 12.E xpl ain the techniques of m aking a powerful impact at meetings.

Activity/Case Study

Activity/Case Study Activity 1: Hello

Number of participants required for this activity: two participants are required. One participant has to enact the role of a customer and call up the customer service executive who is another participant. The first participant has to assume some issue related to the product which he/she has recently purchased. Then he/she should express it clearly over the phone. The other participant needs to greet the customer first as soon as he/she picks up the call, listens to the issue and addresses the issue accordingly. The participants need to follow all the tips provided under the topic,” Tips on Telephone Etiquette” while doing the above activity.

Activity 2: Conduct a Meeting Number of participants required for the meeting- six to eight participants are required. The activity should be conducted under close supervision of a faculty One participant can enact the role of the director or manager and other participants can enact the role of team members. The Agenda needs to be well planned and one of the participants should also write down the minutes of the meeting. The director or manager should address the members while the members should listen well and make notes whenever required. Question: 1. What do you learn from this activity as a director or a manager who leads the meeting? 2. What do you learn from this activity as one of the members who attends the meeting?

Chapter 4: Writing Skills

Writing Skills BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Introduction Audience Analysis Planning

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Contents Organisation Drafting Strategies Revising

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Formating and Proofreading Review Questions Activity/Case Study

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Key Terms Audience Analysis

Brainstorming

Content Errors

Free Style Writing

Mind Mapping

Typographical Errors

Perfectionism Syndrome

Early Perfectionism

Format Errors

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

    

Analyse the audience before the communication takes place. Plan the purpose, content and organization of your writing message. Prepare a draft of your written message. Revise the content, style and correct the written message. Proofread and finalize the format of your written document.

Introduction While writing the document, one needs to follow the five steps given below: 1. Audience Analysis 2. Planning 3. Drafting 4. Revising 5. Formatting and proofreading. Each step can be explained as follows:

1. Audience Analysis Studying the needs, experiences, personalities, level of knowledge, qualifications and various other aspects of the receiver of the message.

2. Planning Determining what the purpose of the message is, what information you need to give the reader to achieve your purpose or objectives and in what order to present the required information.

3. Drafting Composing a first draft of the message.

4. Revising Editing for content, style and correctness.

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5. Formatting and Proofreading Arranging the document in the most appropriate format and manner and going through the contents, typo graphical and formatting errors.

Audience Analysis The audience consists of one or more than one person. The writer has to analyse the audiences’ level of experience, level of knowledge, qualification, level of expertise etc. thus, you can and should develop your message to take into account the of your reader. As each person has his or her unique mental filter, we need to keep the above mentioned aspects in mind while writing anything. Various questions related to Audience Analysis are as follows:

1. What is the difference between Primary and Secondary Audience? At times you will have more than one audience, in such cases you need to identify who is your primary audience and secondary audience. Primary audience is the person or people whose co-operation is crucial if your message is to achieve it’s objectives whereas secondary audience is the person or people who will also read and be affected by your message. At least the needs of the decision makers have to be fulfilled. At the same time, needs of secondary audience also needs to be fulfilled. Most of the times, the primary audience will be the highest level person to whom the communication is addressed.

Primary audience is the person or people whose co-operation is crucial, secondary audience is the person who will also read your message.

2. How Much are you Acquainted with your Audience? You need to ask yourself whether your audience knows you ? If no, then you will have to establish your credibility by stating facts about your achievements or appreciation you have received from professionals/ people from your own field/judges/experts etc. If you are writing to someone from your own organisaton then you can use informal language to a certain extent and also understood by others whereas if you are writing to someone outside your own organization then you are expected to use formal language with less or no jargons and should contain

if you are writing to someone outside your own organization then you are expected to use formal language.

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When you communicate with your subordinates ensure that you are polite.

more background information. You also need to ask yourself what is your designation/ status in the organization in relation with your audience. If you are communicating to your senior or superior or your immediate or top boss, then you have to use a very formal language and more information filled compared to your communication with your peers or your colleagues. Generally, when you communicate with your superior, you have to provide maximum information in the first paragraph. At times, you can observe the style of communication and diction which your superior or senior uses, then you can use the same style to communicate and also write your response accordingly. When you communicate with your subordinates ensure that you are polite. Try to make your subordinate feel a sense of cooperativeness and cohesion as a team member. As usual, appreciate or praise in public but criticize in private. But, sometimes you may have to criticize in public but ensure that the person concerned does not feel hurt or upset and your objective of making others aware of what point you want everyone to observe or remember is being fulfilled.

3. How will the Audience Reciprocate? Before this, How will the Audience Interpret your Message?

If the reader’s reaction is neutral, then get the reader’s attention by giving your appropriate reasoning.

If the reader’s reaction to whatever you have written and you is positive then your task is easy. You can directly communicate conclusions/ recommendations and then may be given some more details if required. If the reader’s reaction is neutral, then you may have to get the reader’s attention by convincing the readers that what you are communicating is important by giving your appropriate reasoning. On the other hand, if the reader’s reaction either to you or whatever you have written is negative then you will have to sell your written content. This implies that you will have to actually take the help of external evidence and one or more than one expert’s opinion to make your position strong. You need to be courteous and use conservative language in order to take the reader in your stride and thereby win his/her confidence in you or your written work. At times, you can use more than two examples to establish the credibility of your work. Also try to share views/opinions of others when the reader’s know or respect regarding your written work. Use logic and the appropriate tone to make your position strong and acceptable.

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4. How Much/What does the Audience Already Know? You need to analyse the audience’s present level of knowledge. You also need to know how much background information is necessary. Use of jargons should be minimum as the least use is recommended. If you are writing to more than one person then focus on the level of understanding of the key decision maker. So, try to give as much information as possible.

Use of jargons should be minimum as the least use is recommended.

5. What is Unique about the Audience? Efficient communicators analyse their audience and then use the information to organize and provide a specific structure to the content, tone of the message etc.

Planning It involves decision making regarding purpose, content organization of the message any kind of communication is effective only if there is an objective which needs to be fulfilled. Always ask yourself why are you writing the message? If you know the reason well then you will write accordingly and then achieve your goal automatically

Always ask yourself why are you writing the message?

At times, you need to start writing with a general purpose and then go to specific ones and give attention to detailing.

Contents After you have decided the purpose of your written message and identified the needs and interest of your audience, then you need to decide what information needs to be included. For sample message such as emails or circulars to be used in office consists of a few problems or no problems. But complex messages or lengthy written messages include lot of decision to be made which are as follows: How much background information is needed? What statistical date supports the decision? Is any expert opinion needed? Would examples aid comprehension? Will research be required? Always start writing with a plan in mind and outline on paper gradually, you can give a proper structure to it and then eventually start drafting the content.

Always start writing with a plan in mind and outline on paper gradually, you can give a proper structure to it and then eventually start drafting the content.

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There are various strategies like brainstorming and mind mapping will also help you to a certain extent.

Never criticize or object to any body’s views/opinions or ideas.

 Brainstorming: This includes jotting down ideas, facts, possible ideas and any ideal opinion from anyone and everyone might be helpful in pooling of ideas. Never criticize or object to any body’s views/ opinions or ideas. Till everyone runs out of ideas, this activity should not stop. Also, evaluation should not start quickly. Finally, when you start evaluating, then ensure that you do it systematically through various techniques like Pareto analysis to help you in decision making.  Mind Mapping: It is a process in which you write the purpose of the message in the middle of a page and encircle it. Then when you think of possible points to add you can write them down and link them by a line either to the encircled word/s or to another point. You can add other details where you think it will fit. This enhances flexibility in one’s approach of thinking and also encourages free thinking.

Organisation After brainstorming or mind mapping, you have to finally organize all the ideas into an outline or a framework that can be used to draft your message effectively.

This is the first step or last step in the planning process. After brainstorming or mind mapping, you have to finally organize all the ideas into an outline or a framework that can be used to draft your message effectively. You need to categorise ideas seeming to fall under one group, then you need to differentiate between major and minor points which is required. Then comes the sequencing stage. You have to keep your audience in mind and then decide the most effective sequence for the major ideas. If you expect a good and positive response then the major idea is presented initially followed by the reasons. This is also known as direct approach. On the contrary if you expect a negative approach then always the reasons, illustration with relevant examples should be written first and then the conclusion.

Drafting While drafting, each word has to be meticulously written.

This stage can be successful only if the earlier stages are successfully and completely done. Writing involves attention to detail, each word has to be meticulously written in such a way that every sentence is well thought before writing. It also involves a lot of thought process, research, information

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gathering, sharing of experiences of yourself and others with valid examples and illustrations. Last but not least it needs lot of patience and perseverance. So, any kind of rush should be avoided. All the steps mentioned at the beginning of the chapter have to be followed to make the work simpler and easier and hence write a perfect and comprehensive message. The most important thing is to let the ideas flow as quickly as possible on paper without bothering about style, correctness and format. Most of the firms, writers make a rough draft and then revise the draft. The creativity gets interrupted if you focus too much on other aspects while writing your first draft. Also, you should not bother about its acceptance, criticism which you will have to face etc before you write on paper. This affects the free flow of thoughts and your creativity to a large extent. Most of the people who are writing a letter or memo spend more time in thinking what to write and then tend to actually write in the last few hours or minutes before deadline. Some managers and students spend more time in worrying rather than actually sitting down to write the reports before submission date. All these things happen due to fear, anxiety and kind of mental block which amateur writers experience. The causes of such a mental block experienced by writers are as follows: 1. Early Perfectionism: Belief that the draft must be perfect the first time it is made.

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The most important thing is to let the ideas flow as quickly as possible on paper without bothering about style, correctness and format.

Some managers and students spend more time in worrying rather than actually sitting down to write, due to fear, anxiety and kind of mental block.

2. Impatience and Restlessness: Getting tired and fed up of the naturally slow pace of the writing process, at times even good writers or experienced writers lose patience. 3. Laziness: Feeling lazy at times which leads to delay in completion.

Strategies The following strategies will help the writer to overcome the above mentioned problems or barriers which all writers have to face at some point of their life.

Choice of the Right Environment Writers should choose the right environment which is conducive to writing which involves free flow of thoughts and creativity. Some find libraries as a suitable environment while others may find their own work stations a suitable environment. It all depends on where you can concentrate and focus on what you want to write.

Right environment conducive to writing involves free flow of thoughts and creativity.

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Scheduling of Time Slots and Breaks Writing involves lot of hard work so you must reward yourself with some snack or a walk or whatever makes you feel good.

If the writing is short, you can have slots for enough time to plan, draft and revise or modify the entire message at one go. On the other hand, if the length of the written message is too long which may run into number of pages then you can plan to write in slots per day or only one slot per day for not more than two to three hours. Writing involves lot of hard work so you must reward yourself with some snack or a walk or whatever makes you feel good like listening or singing a song in the break time.

Always have a Purpose in Writing Learn to keep the main objectives and secondary objectives in mind before or while you are writing so that you don’t deviate from it.

Engage Your-self in Freestyle Writing Keeping your purpose and your audience in mind, try practicing free writing. This includes to write continuously without stopping for at least ten minutes. This is something like a rough draft which can help the writers break free and “unblock” their ideas.

Avoid the Perfectionism Syndrome Initially when you are writing, don’t worry about style, punctuation errors, coherence etc. The artists role should be dominating rather than the editors role which needs to come later. You need to focus on the content first.

Think and Speak out Loud before Writing Some people are skilled at speaking their thoughts then at writing them. When you do this, share it with your colleague or some friend who may also get inspired to write!

Write the Easiest Things First You can write policies/rules/norms/code of conduct first in a memo and then later decide how or what to write initially and in what manner it has to be concluded. After writing all these above strategies, one can’t say that all the strategies mentioned are the only strategies. Just as every person is unique, every writer is unique so explore yourself as a writer and explore the best way/ ways and what is effective for you.

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Revising There should always be a time gap of at least fifteen to twenty days between creating a draft and revising a draft. So, one can modify the rough draft with a fresh mind and give attention to details. Revision should be done from a typed copy of the draft rather than a handwritten copy. Most of the writers revise first for content, then for style and finally for correctness.

Revision should be done from a typed copy of the draft rather than a handwritten copy.

Revising for Content When you want to revise the content in general, you need to have the following objectives in mind: a. To ensure that the content is in consonance with the purpose which has been identified. b. The purpose of the message needs to be clear to the reader. c. The needs of the reader/s have to be kept in mind while writing. d. To ensure that all the necessary information is written. e. To ensure that no information is missing f. To ensure that the order of the presentation of the points is effective.

Revising for Style This involves reading out all the sentences aloud. If you feel that some sentences are too long, you need to shorten them up. Also you need to elicit feedback from your friends/colleagues on what you have written to understand whether the purpose of your message has been identified or not. You can also find out whether the message is clear or not and also find out if there are any loopholes or areas of improvement.

You should get feedback from your friends/colleagues on what you have written.

Revising for Correctness This step is also known as editing. This is also the final phase of revising. It is also a very tedious process as you need to check for grammatical errors, spelling, punctuation, usage of words etc. If this is not done carefully then the writer may lose her/his credibility and such errors may distract the reader and cause delay in reading time and may cause misunderstandings which may reflect negatively on the reader’s reading abilities.

You need to check er ror s. Er r or s m ay distract the reader and cause delay in reading time.

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Formatting and Proofreading When you write and submit any document you must take responsibility for not only the content but also the format, appearance etc., of your document.

Earlier Memo was in vogue, now it has been replaced by e-mails. In computer, margins are set with default side margins ranging from one to twelve inches which are considered appropriate for almost all the documents. As we all know an e-mail contains to, from, date and subject lines just as memos but they do not contain an inside address as letters. When you write and submit any document you must take responsibility for not only the content but also the format, appearance etc., of your document. Generally, a standard format is available with us these days, either it was made by us when we first wrote a document in office or it was given to us by our teacher, trainer, manager or a senior or may be a friend or colleague. So, we can format documents the same way every time to avoid wastage of time and energy. Also even the readers accept certain information in certain positions or in the right kind of alignment. So, if its not there, then the reader gets distracted unnecessarily. So in order to avoid all the above mentioned problems and unnecessary confusion, you should be well versed with standard conventions for formatting documents.

Proof reading is must to ensure the accuracy of your communications.

Proofreading is the grand finale of your written message. A reader will not know if a mistake is due to a simple typing error or due to the writers ignorance of correct usage. So you need to be careful at this stage and give attention to detail. Just as you take responsibility for all your managerial tasks, you need to take responsibility for ensuring the accuracy of your communications because your reputation will be at stake otherwise. The following are the three errors which you need to focus on: 1. Content Errors: Ensure that the entire document makes complete sense and there is duplication of paragraphs or repetition of the same point in different words. 2. Typo Graphical Errors: Common examples are writing “form” instead of “from “ which is the right word you also need to check on names, spelling of places, writing the original source accurately etc. Titles, headings, timings, dates etc., should be carefully checked.

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3. Format Errors: The format should be checked thoroughly well. It sometimes happens that when you are correcting one error, you land up doing one more error so all these things need to be kept in mind.

Review Questions

Review Questions

1. What are the various questions related to Audience analysis? Explain each question in short.

5. What are the various strategies which will help the writer to overcome the barriers which all writers have to face.

2. What do you understand by the term “planning”? Also ex pl ain the ter m s “Brainstorming” and “Mind Mapping” in short.

6. What are the objectives which one needs to keep in mind when he/she wants to revise the content?

3. Explain the term “Drafting”. 4. E x pl ain the ter m “For m atting” and “Proofreading”.

7. What are the common errors which you need to focus on? Explain each error in short.

Activity/Case Study

Activity/Case Study Activity 1: Brainstorming

Number of participants required for the activity-six to eight participants are required for the activity. The activity should be closely monitored by a faculty. The faculty can give one or two topics to the group. The team leader should jot down all the points on the board and other participants can express their ideas, opinions, views etc. Then the team leader should take the help of the faculty to do the evaluation of all the points. Different techniques can be applied like Pareto analysis which a faculty of Quantitative methods can help the group only for the analysis part. He/she can be invited by the communication faculty especially for this activity in the classroom to help the students.

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Enhancement of Writing Skills BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Meaning of Style Meaning of Mechanics Right Choice of Words

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

PRESENTATION SKILLS

REPORT WRITING

Clarity in Writing Usage of Familiar Language Usage of Simple Word Usage of Concrete and Specific Language

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Meaning of Clichés Meaning of Slang Meaning of Jargons

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

Meaning of Redundancy

GRAMMAR FOR SUCCESS

INDEX

Passive vs. Active Long vs. Short Formal or Stiff vs. Conversational Round about vs. Direct

Key Terms

Use of Positive Language

Mechanics

Jargon

Tone

Cliché s

Concise Writing

Redundancy

Slang

Positive & Negative Language

Writing Efficiency

Writing Correctly vs. Writing Effectively Review Questions Activity/Case Study

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

   

Understand the mechanics of Communication. Learn how to make right choice of words in Communication. Develop the skill of writing logical paragraphs. Practice the art of Conveying an appropriate tone.

Meaning of Style Style consists of words the writer uses and the way in which such words are combined into sentences and paragraphs. Whenever you write any message, you should focus on “what is being written i.e. the content and not on “how?” it is being written. You should not be worrying so much about style and mechanics.

Meaning of Mechanics Mechanics are elements in communication that are only in the written form like spelling, punctuation, abbreviations. The following are the principles of style which you need to apply when you write letters, memos, e-mails and reports: 1. Words: You need to write clearly and concisely. Always use positive language and stress on “you” attitude. Nondiscriminatory language should be used always.

2. Sentences: You need to use a variety of types of sentences. Appropriate voice has to be used like active or passive voice. 3. Paragraphs: The paragraphs should be unified and coherent. The paragraphs should not be too long. 4. Tone: Always write confidently. Use a polite and sincere tone. Always use positive language and stress on “you” attitude. Non-discriminatory language should be used always.

Right Choice of Words C hoosing the right wor d s is of utm ost impor tance in Wr itten Communication. Your objectives will be fulfilled only if the words are chosen correctly or else it will lead to failure in communication.

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Clarity in Writing If you are not clearly writing i.e. the kind of writing which can be understood easily by others then it will not be effective. The following tips need to be followed and complete: a. To be accurate and complete b. To use familiar language c. To be specific while writing d. To avoid clichés

You should not leave any scope for misunderstandings, inadequate information which may lead to distrust in the mind of the reader.

e. To avoid slang words f. To avoid jargons which maybe understand only by specific groups and not all the groups g. To use positive language always Accuracy and completeness are the two most important requirements for effective written communication. When you are writing any message which may be used for official purpose in an organization then you need to be very careful in writing all the necessary information which should be compl ete and accurate.You should not l eave any scope for misunderstandings, inadequate information which may lead to distrust in the mind of the reader. This will have an immediate and long-term impact on the mind of the reader which may permanently damage the support between the reader and the writer. Accuracy regarding dates, timings, AM or PM, days like Wednesday or Thursday etc., should be kept in mind while writing. Also, the agenda, objectives and later the minutes of meeting should be written carefully and read aloud twice before sending to anyone. Any written message should be written so accurately or completely that there is no scope of any ambiguity. This also applies in delegation of tasks to all the team members in written format.

Usage of Familiar Language Your message must be easily understood and the language used should be familiar to you and the reader before the reader can respond or react to it.

Any written message should be written so accurately or completely that there is no scope of any ambiguity.

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Example of Unfamiliar Language The conclusion ascertained from a perusal of the pertinent data is that a lucrative market exists for the product. Example of Familiar Language The data studied shows that the product is in a good demand.

Usage of Simple Words You should always use simple words and not very lengthy words in order to make your written communication effective. Basically, the choice of words should be simple so that it is easily understood by one and all. Business writers never focus on how they convey their information but focus on what information is being conveyed.

Literary Authors write to impress whereas Business Writers write to express, to inform, to persuade, to sell, to convince and last but not the least to instruct their readers. Literary authors select words to achieve a specific response from the readers and also use words to express their feelings, emotions and also to criticize. Whereas business writers never focus on how they convey their information but focus on what information is being conveyed to the readers in order to achieve the desired goal or fulfill the objectives. This does not mean look for substitute words for long words which may change the meaning of the word and dilute the overall effect or impact which the writer desires to make through the sentence. The guideline is not to use too much wordy language which is not required. Following is an example of using impressive words: “Subsequent to the passage of the subject legislation, it is incumbent upon you to advise your organization to comply with it.” Use simple words to convey the same meaning “After the law passes, you must tell your people to comply with it.”

Usage of Concrete and Specific Language Example of Abstract Language The company made a sizable profit. Example of Concrete Language The company made a twenty two percent profit.

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Example of General Language “I shall contact you soon for your answer.” Example of Specific Language “I shall telephone you on Thursday, March 2, for your answer.” Example of Wordy Language or Unnecessary Language In the event that any further information comes to your attention, “we shall appreciate your sending it to us.” Example of Concise Language “We shall appreciate your sending us any further information you receive.”

Usage of Positive vs. Negative Language Example of Negative Language “We are sorry that we will be unable to compile this information for you in less than one week.” Example of Positive Language “We shall be glad to compile this information for you, and we can have it, ready in one week.”

Meaning of Clichés A cliché is an expression that has become monotonous through over use. Example of Wrong Usage Please find enclosed an application form that you should return at the earliest. Example of Correct Usage Please return the enclosed application form before June 15. Some more examples of expressions that have become over used are as follows: Needless to say, for your information, please be advised that, company policy requires etc.

Meaning of Slang It is an expression that is identified with a specific group of people. Others generally don’t understand the intended meaning.

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Some examples of slang are: Pay through the nose, wiped out etc. TSR – Training Summary Report DSA – Direct Selling Agent for a bank.

Meaning of Jargon Jargon is technical vocabulary used within a special group. Every field has its own specialized words, and jargons offer as efficient manner of communication with people in the same field. It can also create communication related confusion. For example: Compensation in H.R. terms means remuneration and means something else in legal terms. Depending on the injury and the act the doer of the action or the accused if found guilty has to give compensation to the victim. Many other jargons like urban land ceiling, power of attorney are used in business law.

Concise Writing Sometimes when you see a complete movie, you still don’t understand what the director wanted to communicate through the movie.

Have you seen a trailer of the movie? I’m sure your answer would be yes! Can you understand what the movie is all about? Sometimes you may think it’s a murder mystery but, it may turn out into a horror movie or movie about spirits. So, not always will a trailer give you all the information about the movie. Similarly sometimes when you see a complete movie, you still don’t understand what the director wanted to communicate through the movie. At times even if you see a short movie, it impresses you a lot and has deep impact on your mind. This is exactly what is expected in concise writing. To achieve conciseness, you should avoid redundancy, wordy language, hidden verbs nouns and other space-eaters.

Meaning of Redundancy Redundancy means unnecessary repetition of a word or idea that has already been expressed. Eliminating such words will contribute to conciseness.

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For example: “Let’s meet together” There is no need to “write together”. “ Let’s meet” this is concise writing “Please, can you lift up?” You don’t need to use so many words. “Please can you lift it?” should be fine. Wordy language is usage of too many words instead of a single word. This will enhance the pace of communication. For example: In the event that any further information comes to your attention, we shall appreciate you sending it to us. This sentence is an appropriate example of wordy language. Instead you can write as follows: We shall appreciate your sending us any further information you receive. Other example is as follows: “Can you give me the information pertaining to the H.R. policy in this organization?” Instead of using so many words you can write as follows: “Can you give me the information about the H.R policy in this organization?.”

Passive vs. Active You need to choose words wisely. Do not write as follows: The new process is believed to be superior by the investigators. Instead of writing “You put too much bleach in water.”, write – “Too much bleach was added to the water.”

Long vs. Short Instead of writing – the action was predicated on the assumption that the company was operating at a financial deficit, you need to write in the following manner: The action was based on the belief that the company was losing money.

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Formal or Stiff vs. Conversational For example: “We appreciate your informing us of this short coming on our part and thereby offending us an opportunity to make amends.” The above example is that of formal or stiff language. Instead you can use conversational style which is as follows: “Thank you for telling us about this mistake and for giving us a chance to correct it.”

Round about vs. Direct For example: The department budget can be observed to be decreasing each new year. Instead of writing as written above, write in the following manner: The department budget decreases each year. For example: The manner undertook implementation of the rules. Instead of writing as above, write in the following manner: The manager implemented the rules.

Use of Positive Language Positive language is usage of positive words and emphasising on advantages of an aspect rather than emphasising on disadvantages of the same. It also builds goodwill for you and for your organization and confidence in the mind of the reader. For example: “We can’t dispatch the ordered goods till we receive your payment.” This is negative language which should be avoided. The following is the example of Positive language: “As soon as we receive your payment, we will dispatch the ordered goods.”

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At times, you will have to use negative language in business writing when you want to be strong and emphatic. So, depending on situation, you will have to choose your words carefully.

Use of Non-discriminatory Language In business scenario, it is advisable to use non-discriminatory language because it is ethical to do so and we do not offend others in any competent communicators always ensure that their writing is free of sexist language and free of bias based on various factors like race, ethnicity, religion, age, sexual orientation, caste, greed, color and disability.

Always ensure that their writing is free of sexist language.

Importance of Non-criminatory Language It is very important that the business written communication in a way that expresses equality and respect for all individuals. It is the kind of language that can come between you and your reader. Read the following to understand the right ways of communication:

Table 5.1: The Right Ways of Communication

Suggestion

Do Not Use

But Use

1

Omit information about group membership

Stella performed the job well for her age.

Stella performed the job well.

2.

If you do not know a reader’s Dear Gentlemen: gender, use a nonsexist salutation.

To whom it may concern:

3.

Do not use masculine pronouns.

Each student must bring his own laptop.

Each student must bring his or her own laptop. S tud ents m ust bring their own laptops.

4.

Use neutral job titles

Chairman Salesman

Chairperson Sales representative

5.

Avoid words and phrases that unnecessarily imply gender

Executives and their wives, manmade manpower

Executives and their spouses artificial human resources, human resources, personnel

6.

Avoid demeaning or stereotypical terms.

My man will take care of your requirements.

My assistant will take care of your requirements.

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7.

Use appropriate tittles and salutations.

Mary

Dr. Mary Ms. Mary

8.

Incase a woman’s marital status is unknown.

Mary

Ms. Mary

9.

If the reader’s gender is not known.

Dear Mam or Dear Sir

Ms. Dear Policy holder

10. Use plural nouns and pronouns together.

Each team leader must evaluate their subordinates periodically

All team leaders must evaluate their subordinates periodically.

11. Use his or her sparingly.

Each team leaders must evaluate his/her subordinates periodically.

Same as above.

Writing Correctly vs. Writing Effectively A document which has no errors, has right words, sentences, developing logical and sequential paragraphs.

A document which contains many grammatically, mechanical or usage errors is definitely ineffective. Whereas, a document which has no such errors might still be ineffective as it lacks style. This means choosing the right words, sentences, developing logical and sequential paragraphs and setting an appropriate tone becomes extremely essential. The following tips will be useful in order to write effectively:

Tip 1 Usage of Words: Use accurate and complete words. As mentioned earlier use specific, concrete language and avoid clichés and jargons as for as possible. Always write concisely and avoid writing too many words unnecessarily.

Write Concisely: Avoid redundancy and wordy expressions and always write concisely and avoid writing too many words unnecessarily. Instead you can choose one instead of many words and still communicate the idea effectively.

Tips 2 Usage of Sentences: Always use simple sentences for emphasis, compound sentences for coordinate relationship and complex sentences for subordinate relationships.

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Use of Active and Passive Voice: Generally in business scenario, passive voice is preferred more because the receiver and the action should be emphasised more than the doer of the action.

Tips 3 Use of Paragraphs: Keep paragraphs unified and coherent. Develop an idea consistently and logically. Each paragraph should precede, the next paragraph in a logical manner and the following paragraph should appear in a sequential manner. Use of Appropriate Paragraph Length: You can use a variety paragraph lengths.

Each paragraph should precede, the next paragraph in a logical manner.

Tips 4 Use of Appropriate Tone: Write confidently. Do not sound self-conscious or arrogant or presumptious while writing. Always use a courteous and Sincere tone: Avoid exaggeration, flattery and expressions of surprise and disbelief. Always use positive language limit the use of “I” and and stress on “you” while writing. Use Non-discriminatory language to avoid bias about gender, race, ethnic background, religion, age, sexual orientation, disabilities, colour, caste, creed etc.

Use Non-discri minatory language to avoid bias about gender, race, religion etc.

Review Questions

Review Questions

1. What do you understand by Mechanics? 2. What are the principles of style which you need to apply when you write letters, memos, e-mails and reports? 3. What is the difference between Concrete and Specific language? Give examples to explain. 4. What do you understand by Clichés? Give examples. 5. What do you understand by Slang? Give examples.

6. What do you understand by Jargon? Give examples. 7. How can you achieve conciseness in your writing? 8. What do you mean by Redundancy? Give examples. 9. E x pl ain the im portance discriminatory language.

of

Non-

10.Provide a few tips which will be useful in order to write effectively.

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Activity/Case Study

Activity/Case Study Activity:

Number of participants required for this activity- four participants are required. This activity should be closely monitored by faculty. All the four participants are required to draft e-mails. Two participants can draft mails seeking response from the other two participants. This means that the first participant can write a mail to the second participant who should in turn write a mail as a reply to the first participant. Similarly, the third participant has to write a mail to the fourth participant who should in turn write a mail as a reply to the third participant. The mails can be on any business related matter. The participants need to ensure that they follow all the tips provided in the chapter. Question: 1. What do you learn from this activity?

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BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives How to Plan a Routine Message? Routine Requests

ENHANCEMENT OF WRITING SKILLS

Good will Messages PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Congratulating Messages Thank you Notes Sympathy Notes

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

How to write a Persuasive Request? Bad News Messages Refusing a Favour Refusing a Claim Review Questions

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Key Terms Routine Message

Routine Adjustment Letter

Persuasive Request

Routine Requests

Goodwill Message

Persuasive Claim

Routine Replies

Congratulating Message

Bad News Message

Activity/Case Study

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Prepare a routine request, reply, claim letter, goodwill message and adjustment letter.  Understand how to provide information on preparation of persuasive message promoting an idea or concept.  Give information on preparation of a persuasive claim or message requesting a favour.  Know how to write a bad-news message or announcement.  Learn how to draft message that rejects an idea, refuses as a favour, or a claim.

How to Plan a Routine Message?

Under a direct organizational plan major news is put first and the endeavour is to get maximum attention.

A routine message generally serves the purpose of conveying routine information. Routine messages are generally used under a direct organization plan. Under this plan, the major news is put first and gets the maximum attention whereas, in an indirect organistional plan, the reasons are presented before the major idea which is often used for persuasive and bad-news message which will be discussed.

When to Plan a Routine Message? It is necessary to write routine messages when you need a permanent record of your messages or of the reader’s response to your message. At times, when the topics require attention to details and elaborate information then a writer’s message is more effective. However, sometimes a writer’s routine message is not the most effective means of serving your purpose. A quick phone call or visit at your colleagues office nearby which is in the same premises will be fast and more effective in communication.

Routine Requests A routine request is the one in which you can expect that the reader will easily do or respond according to your request.

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But you may have to persuade when you don’t expect that the reader will easily respond or reply to your request. For example: Anything which needs consent and approval from higher authorities will require your persuasion.

How to Write a Routine Request? While making a routine request present the major idea or request clearly in the first or second sentence itself. Also, you need to ask a few questions as far as possible. It you can get any information on your own then do not ask for that information. It’s better to number the questions so that the reader answers all of them without missing out on any question. When you need one word answers you can use closed ended questions like multiple choice, Yes or No questions etc. Whereas, when you need more information, use open ended question. It’s advisable to write clearly the type of response you require and phrase your request to elicit the response. For example: Instead of writing: “Please explain feature of the software programme you have created.” Write in the following manner: “Does your software programme automatically gets updated when the M.I.S gets updated?”

Reading Explanation and Details Sometimes when you send a routine request, you will have to give some background and details. For instance when you would have given reference of any senior professional or your professor for your job application, then you may be required to call up your professor or the senior professional to refresh his manner regarding you and then further give some more details about yourself before the prospective employer calls him/her to do reference check. But, sometimes when you send a routine request to all the employees regarding less use of paper and to dispose the office waste by segregating into dry waste, wet waste, plastic waste etc., then you need not give

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explanation on importance of paperless office or segregation of waste for effective waste management by the city municipal authorities because certain things are expected to be known by the citizens in general. Friendly Closing In the final paragraph, always use a friendly tone. You can close or conclude by expressing appreciation for the assistance or support to be given. You can justify any deadlines by using a friendly tone. You need to ensure that the recipient’s co-operation is not taken for granted or the recipient should not have a feeling of taken for granted. The following are the examples of a friendly and positive routine request: We appreciate your providing all the necessary details regarding job description and job specification of the job for which Mr. Joe has applied so that we can do a thorough job analysis before we offer him the job as it’s a new designation in our organization and it needs to be meticulously analysed so that Mr. Joe is clear about his role and other job related details. Following is an example of an ineffective routine request made with the help of an e-mail after which the connected version also has been given in order to understand:

How to Write an Effective Routine Request? Example of an Ineffective Routine request in an email format: To ……….. [email protected] Cc ………. Subject : Process information Dear Mr. Tom, Our I.T employees are extremely busy and often spend half of their time consulting with various clients from various companies in Bangalore so, they use laptops while travelling and often need to access into our database to prepare a proposal for a certain client. Some of our employees have requested that we provide hard copies immediately for their clients. So, I request you to give some information on your

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portable printers, specifically the latest version. I would also like to know if it’s a laser printer. Our employees also need battery operated printers as they take print outs while travelling. If I’m required to provide any further information about our printing needs, please let me know. Regards Sawyer # 9621813830 Branch Manager Xyz Company www.xyz.com, [email protected],

Routine Replies Routine replies provide the information requested in the original message like request letters, they are organized in a direct organizational style ensuring that the “good news is mentioned first. One of the most important pre-requisite is to answer promptly so that if a potential customer asks for product information or process related information, the information is received by the customer before he/she makes a decision to buy. It there is any delay in the response then an intentionally wrong message may be conveyed that you do not want to reply to the writers or the sender’s request. Your response should be courteous always because if you appear to act in any non-acceptable manner, you will probably loose any goodwill that a contains response you or organization would benefit from. For example: Instead of replying in the following manner:  “Generally, we do not deliver the goods beyond radius of 50 kms free of cost at our customer’s home but we will certainly deliver at your home because you have requested for the same.”  “We will be happy to deliver the goods at your home free of cost as per your request.”

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Routine Claim Letter A claim letter is generally written by the buyer to the seller, requiring some kind of an action to rectify a problem with the seller’s product or service. The buyer can be an individual or an organization. In contrast to this, a complaint letter is slightly different, it does not request some type of adjustment. A routine claim letter is a type of letter in which you can expect a guaranteed adjustment. For example: If you have ordered for books on wholesale price at Rs. 25 each and the whole saler charges each book at a price Rs. 30 each, then you can write a routine claim letter asking the concerned person to rectify the errors.

Regarding the Promptness of Writing Your Claim Letter You should write a routine claim letter promptly and must not delay otherwise the seller might start getting suspicious regarding your claim. The consumer advocates suggest writing such letters to the president but it’s normally proposed to first be addressed by the organization’s order department or customer relation department in order to solve the problem. As such departments have sufficient knowledge to handle these problems efficiently. The issues can be addressed by them and have more knowledge and know more about company policies, procedures, warranty information etc.

Dos and Don’ts Regarding Routine Claim Letter While writing a routine claim letter, no employee is personally responsible for the issue.

1. When you are writing a routine claim letter, remember that no employee is personally responsible for the issue you are facing. So, be cautious and avoid any emotional language or verbal abuse. 2. Ask reasonably so that you get a favorable response. 3. Do not be sarcastic. 4. Do not threaten or bully anyone. 5. Do not exaggerate. 6. Use and express facts. 7. Use unemotional language.

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8. Express your problem directly and clearly. 9. Give all the necessary data like dates, amount, invoice number, model number, model name etc. This will help the concerned person to address the issue at the earliest. 10. Do not use pronouns. 11. At the time of conclusion, write what type of adjustment you expect like replacement of the products, repairing, issuing a refund, apologies or give something complimentary in material or kind like a complimentary service etc.

Regarding Routine Adjustment Letter An adjustment letter is written to inform a customer of the action to be taken in response to the claim letter sent by the buyer/customer. Very few people write claim letter as they may be having a serious problem. So, most claims which the company receives are legitimate and are therefore adjusted accordingly. Anyone in the organization can receive a claim letter and he/ she can write an adjustment in response to the claim letter. How to write an adjustment letter in case you need to respond favorably as a reply to the claim letter? You need to write in a very gracious and trusting tone. You need to try and maintain the goodwill which you may have lost partially earlier. You need to be very cautious and choosy about the words you use. You should not reply in the following Manner: “Although our technicians fail to understand how the electric geyser got burnt if all the directions and instructions were followed strictly, we are willing to rectify the current problem in your geyser free of charge.” You should write in the following Manner: “We will be happy to rectify the current problem in your electric geyser free of charge, within five+ working days, a representative will call you and then come to your home after following up convenient time with you in order to repair the fault on priority basis.” When you reply to the claim, always use positive and neutral language. Do not use any words which may make the reader feel offended. Finally, respond promptly so that the customer doesn’t feel more angry or upset.

Anyone in the organization can receive a claim letter and he/she can write an adjustment in response to the claim letter.

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Regarding Goodwill Messages The goodwill objective is achieved effectively as there is no true business objective.

A goodwill message is one that is sent out of kindness and friendliness. The goodwill objective is achieved effectively as there is no true business objective. There is no other objective like sales promotion. You can also call up the customer in case of small occasion. But at times, a written message along with a phone call would be very effective and more appreciated. It will also make a kind of permanent impact. Following tips will ensure that your goodwill messages achieve their desired effects: 1. Be Quiet and Prompt: It is very important to write good will messages on time. If you write late, it doesn’t make a strong impact in the reader’s mind. 2. Use a Direct Approach: Do not beat around the bush, write directly and be precise and concise in your written sentences.

Focus on the reader and not your self and give priority to the reader’s.

3. Be Sincere and Honest: Do not use flowery or wordy language. Always use a conversational tone as if you are speaking to the reader. Focus on the reader and not your self and give priority to the reader’s. All the facts should be stated clearly and accurately. Also all the names should be spelled correctly. 4. Be Specific and to the Point: Do not beat around the bush, be very specific if you are appreciating or congratulating someone by mentioning a specific incident also. 5. Be Brief: It’s not how much you communicate, it’s what you communicate. So, length of papers should be restricted to only one page or may be less than that generally, goodwill messages should not have a subject line except if they are sent through email.

Regarding Congratulating Messages Congratulating messages are sent for major business achievements like receiving promotion, announcing retirement of a senior employee, winning awards or receiving appreciation mails from business related or work related professional outside one’s organization, celebrating anniversary etc. Also, send personal milestones like engagements, birthdays, weddings, graduation etc., at all important occasions in one’s life, so congratulating messages can be sent for such reasons.

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Congratulatory messages can be sent not only to employees within the organization but also to customers, suppliers and others outside the organization with whom you have a relationship and the relationship can be maintained through one such manner along with the ways of maintaining relationships.

Regarding Thank you Notes A ‘Thank you’ note or an appreciation mail is often valued more than a monetary reward. The comparison to an appreciation mail, a hand written message makes the reader feel that sincere and genuine thanks or appreciation has been conveyed by the sender. It also gives a personal touch which has lot of advantages. Also, if a photocopy of the some letter is sent to the person’s or employee’s supervisor then the recipient will be very thankful and graceful to you.

A hand written message makes the reader feel that sincere and genuine thanks or appreciation has been conveyed by the sender.

Thank you notes either typed or hand written should be sent whenever someone does a favour for you like writing a recommendation letter for you, gives a speed or appears on a panel etc. Also you should recognize customers and suppliers, as they also like to be recognized.

Regarding Sympathy Notes Expressions of sympathising or condolence to person who has experienced pain, grief, misfortune, health problems, severe business setback. Clearly of loved one etc are all extremely difficult to write but are also appreciated because such a person needs to know that others are thinking of them and they are not alone. Some of the most difficult messages to write are those expressing sympathy over some one’s death. As far as possible, such notes should be handwritten. These notes should be short. You need to begin with an expression of sympathy, write about specific quality regarding the person who is dead and then close with an expression of comfort and care.

Over some one’s death You need to begin with an expression of sympathy.

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Regarding Persuasive Message Persuasive message is the process of communicating to the reader by motivating him or her to take a specific action required by the senders. When you write a persuasive message, you need to convince your readers into something i.e., spend money, spend time etc., and also convince that your point of view is the most appropriate chance of succeeding tend to be light if you draft a tailor made message to your audience. While making tailor made messages, careful planning is required, purpose needs to be defined clearly and audience needs to be analysed roughly.

Regarding Purpose If you know your purpose well then you know what kind of information needs to be included in your persuasive message.

The purpose of any persuasive message is to motivate the reader to agree with you or do according to your request. If you know your purpose well then you know what kind of information needs to be included in your persuasive message. Also, to write effectively about an idea or a product, knowledge of that particular product or service is required.

Analysis of Audience If you are able to promote the features of your idea or product or services which satisfies a specific need of your audience, then your message will turn out to be very persuasive. For example: if you are promoting a line of lipsticks you need to stress on different features depending upon various types of audience see the following table. Types of Age Group Table 6.1: Different Features of Lipstics Based on Various Types of Audience.

Features

Young lady

Stylish, comes in funky colours and

Working lady

Long-l asting, avail able in beige, brown and copper shades

Middle-age lady

Natur al shades, und er stated get classy just for you!

Old lady

Lip gloss kind of a cook-very natural just suitable for a woman like you, available in pink and brown shades

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If you know your audience well and the message is tailor made, it definitely serves the purpose. The “You” attitude will help you achieve the results you want.

Knowledge and Attitude of the Readers You must know what the reader already knows about the topic. This will help you to decide how much background information is required to be included. What is the reader pre-conception toward the topic? If it’s negative, then you will have to give more than two to three reasons. If a lot of resistance or some resistance is observed at an initial stage then all the facts, verifiable evidence need to be provided. One more thing is you need to know why there is resistance from readers so that you know how to overcome the objections.

Regarding Effect on the Readers In order to be persuasive, you must present specific, believable evidence. Instead of describing the features of the product or list the advantages of doing as requested by you, it’s advisable to put yourself in the reader’s place and discuss on how the reader will benefit from your proposal. Emphasis should be on the reader rather than the product /service which you are promoting. For example: Instead of Writing: “The organization would like you to address the employees on the mentioned topic.” You can write in the following manner: “Addressing the employees would enable you to share your views and opinions on the mentioned topic.” Writer’s Credibility Writer’s credibility plays a very important role in making your message appear trustworthy. Sometimes due to the position you hold in an organization or because you are a well known authority people may feel you are trustworthy.

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How to Write a Persuasive Request? Initially, a rationale first needs to be presented and then a major idea is put for the next. There are Two Plans: Direct and Indirect plans are the ones which may help the writers to fulfill their objectives.

Direct Plans This includes presenting the major idea first while writing a persuasive message, you should generally present the main idea (your recommendation) first, followed by supporting facts. This kind of a plan saves time and immediately satisfies the reader’s curiosity about your purpose. For example: Instead of writing: “I suggest we stay at St. Marks Hotel in Bangalore for our next official visit.” You can write in the following manner: “After seeing the locations of various hotels and the facilities provided at each location, I suggest we stay at St. Marks Hotel as the location is good. Apart from this, there are other facilities like 24 hours check incheck out, complimentary breakfast, close to M.G. Road and brigade road where our team members offices are located. Also the tariff is not that high.” Generally direct organizational plan for persuasive messages are likely to be chosen due to the following reasons:  You are writing to your supervisors  Your audience is a very objective in their point of view.  There is no need of strong persuasion.  If the proposal is long or quite complex in nature.  You are aware that your reader prefers the direct approach.

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Indirect Plan This kind of plan aims to gain the reader’s attention first. At times, your readers will initially not accept your suggestion and will show some resistance. At this point of time, you need to explain the advantages of your proposal and show how the reader will benefit from your request or suggestions, then the reader is more likely to agree to an idea after he/she understands it’s advantages, your plan of organization is to convince the reader before you request for some action to be taken by him/her. You should use the indirect organizational plan when any of the following conditions apply:  You are writing to subordinates or colleagues  You are writing to someone outside the organization  Strong persuasion is required  The reader is initially resistant to your proposal  You are aware that your reader prefers the indirect plan. When you use the indirect plan, you delay in asking for action until you have stated the reasons. A subject line should not disclose your recommendation the purpose should be stated gradually. Common types of persuasive requests are as follows: Sell Idea At times in an organistion, you will have many oppurtunities to use your education and experience in order to solve problems faced by the em ploy ees. You may have to write messages proposing differ ent alternatives recommending some course of action. You need to write in an objective style and provide evidence, in order to support your claims. Requesting a Favour Giving and accepting favours is a common practice in the organizations. This also leads to win-win situation. At times when you request for a favour to someone in an organization, you may not know the person to whom you are sending a written request. In such cases, you can begin the request with an attention–grabber and also emphasise the reader benefits by granting the favour. Generally, the favour is requested because the other person

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may be an expert, experienced and more knowledgeable in that matter. You may give a compliment to the person favouring you but ensure that it’s genuine. The request should be personally typed gradually signed and given to an individual. This makes the request more credible. The request or favour you ask for should be reasonable and should not be something which you can do yourself. How to Write a Persuasive Claim? If you have written a routine claim letter and the company for some reason denied your claim and if you still feel that your original claims are genuine, then you’ll have to write a persuasive claim letter. You should not vent your emotions and anger but solve a problem, always, use a calm, objective, courteous tone, avoid anger and exaggeration.

Bad News Messages Planning a Bad-News Message Just like persuasive messages, bad news messages also need planning. The purpose in writing a bad news message is twofold – first to say “no” or to convey the “bad news’ and second to retain the reader’s good will. A written message is preferred more because it enables you to choose the words carefully and also put the words in the right sequence and pace the ideas appropriately. Also, it further serves the purpose of providing a permanent record of what was communicated.

How to Organize to Suit your Audience? To decide whether to use the direct or indirect plan for refusing a request, check the sender’s original message. If the original message was written in the indirect style, the sender may have considered it a persuasive request and you should be answering in the indirect style. However, if the original message was written in the direct style the sender may considered it a routine request and hence you should be answering in the direct style. For example: An email message telling employees that there will be no water supply for half a day in all the washrooms can be written directly in a paragraph where you can mention all the details like alternate arrangement like water storage, access to it etc.

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A mail disclosing to all the employees that the gym will be closed for two weeks due to unavoidable reasons and that the employees will have to adjust for a few days and join some gym outside for a month will require slightly more explanation and should use a direct approach.

Regarding Direct Plan – Present the Bad News Immediately When you write a bad news, ensure that you always send the bad news using the direct approach by presenting a brief rationale along with the bad news in the first paragraph itself. For example: You should write in the following manner: As you know that we have faced some problems regarding high attrition rate, hence the chairman has decided to increase the log in hours of each employee by one hour and also increase the salary package of each employee thereby. You should not write in the following manner: It has been decided that all the employees should work for one hour more from next month. Always, use very positive language while writing a message and maintain honesty as well: You should not write in the following manner: The performance appraisal will be done next year. (Too curt) We are pleased to let you know that the performance appraisal will be done soon. (Too positive) You should write in the following manner: As you all know that chairman was not well and is still suffering with health problems, so the appraisal will be done only next year for a period of two years. The direct organization plan should be used under the following circumstances:  The bad news involves a small, insignificant matter and can be considered routine.  The reader prefers directness. Generally superiors expect messages from subordinates to be written in a direct style.

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 The reader can expect a “no” response.  If the negative news needs to be emphasized.

Indirect Plan Indirect Plan is used when you need to give bad news to: Subordinates, Customers, readers you don’t know and those who prefer the indirect approach. If the reader expects a “yes” answer, then it will be hours and your decision might sound unreasonable. During such times, you need to begin with a neutral and relevant statement where you can establish or strengthen the reader writer relationship. Which serves as a buffer between the reader and the bad news that will follow. The following are the characteristics of an effective opening buffer for bad news message: 1. It is Neutral: Generally, the opening must not convey the negative news immediately. 2. It is Relevant: To show relevance and to give a personalized effect in the opening, you can include some reference to the reader’s letter in your first sentence itself. 3. It Is Supportive: The opening always should help in establishing compatibility between reader and writer. The opening should not be controversial as it seems to advise the reader then it will not achieve its purpose. 4. It is Interesting: Buffer opening should be interesting enough to ensure that the reader continues reading. So, obvious information should not be given. 5. It is Short: Readers get impatient if they have to wait for long to read the most important point of the message. Regarding Justification of Your Decision: For routine bad-news messages which are written in a direct approach, the reasons can probably be started concisely including all the facts. Indirect written messages require more careful planning and need to be written carefully.

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The reasons justifying your decision should take up the major portion of your message. Ensure that your message is concise otherwise the reader may become impatient. Do not provide more background as it is unnecessary. Even if you have several reasons for refusing a request. Do not mention any weak reasons. This will create needless correspondence/always write the strongest ones first.

Giving Bad News Generally, the bad news is communicated up front in directly written messages. At times, if you have done a convincing job of explaining the reasons even in an indirectly written message. The decision will appear quite logical and reasonable to the reader. In order to maintain the reader’s good will, bad news in positive or neutral language should be stated by emphasising more on what you are able to do. Avoid words like cannot, or not able to, impossible, unfortunately, sorry and must refuse etc. You can make the bad news less conspicuous by putting it in the middle of a paragraph and finish in that very sentence itself. Avoid using pronouns like you and your. So, automatically the reader will not feel personally rejected. Avoid using “but” and “however” before writing the bad news as it is human tendency to read what is written after but and remember it as well. After stating the bad news, do not apologise for a reasonable business decision. At times, you may think that a positive, subordinated refusal might be misunderstood then its better you state it directly. However, you need to ensure that impersonal language is used and reader benefits are including always.

Announcing Bad News Based on what effect the bad news will have on the readers and your relationship with them you need to decide whether you need to use direct or indirect plan of the organisation. There are various types of bad news like bad news about operations, bad news about the organization, etc. In all such types of bad news, each word should be chosen with care. Words with negative cannotations should be avoided and words with positive cannotations should be emphasized.

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Closing on a Pleasant Note Always make your closing original, friendly and positive. The closing should always be sound and appear helpful. You should avoid anticipating problems, apologizing, inviting needless communication, referring to the bad news, regarding a cliché, revealing doubt or sounding selfish.

Refusing a Favour Many favours are asked and granted automatically. Doing favours for others in the organization show a spirit of co-operativeness and a spirit of reciprocity. We also know that the person asking us a favour may be a prospective person from whom we will need a favour next week. At times, we are not able to accommodate the other person who may be doing a request for a favour. If someone asks for a big favour which includes a major investment of time or resources, then you should present for refusal indirectly. Most requests for favours are routine requests and should receive a routine response written directly. For example: If someone has invited you at her/his home for lunch or dinner then he/she is not going to be deeply disturbed with your refusal unless you have not refused in the eleventh hour because it would create inconvenience to the person or the family who has invited you.

Refusing a Claim You should never refuse the claim immediately, you risk losing the customer’s goodwill.

The indirect plan is used while refusing an adjustment request because the reader who is a dissatisfied customer is emotionally upset due to failure of product/service to meet his/her expectations. You should never refuse the claim immediately, you risk losing the customer’s goodwill. Generally, one dissatisfied customer will tell at least eight to ten people whom he knows and they in turn will tell five to six people. So, you must avoid your organization’s name to get spoilt among masses. Your tone should always be respectful towards others and some consideration should be shown to the customer. The language used should be neutral and impersonal.

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Dos and Don’ts while Refusing a Claim 1. Do not use the pronoun “you” while discussing a bad news. 2. You can use the 3 rd person and passive voice. 3. Avoid using any language or words which directly accuses the reader or makes the reader feel offended in any way. 4. Use a neutral language. 5. Always close on a friendly and forward looking note. 6. Try to offer a compromise if possible which should be preferably mentioned in the closing or at the beginning itself. 7. The compromise should not imply any assumption of responsibility on your part.

Review Questions

Review Questions

1. What do you understand by a “Routine Claim Letter”?

6. What is a “Direct Plan” with respect to writing a persuasive request?

2. What are the Dos and Don’ts regarding Routine Claim letter?

7. What is an “Indirect Plan” with respect to writing a persuasive request? Explain in short.

3. What do you understand by a “ Routine Adjustment Letter”? 4. Explain the tips provided to ensure that your goodwill messages achieve their desired effects. 5. What do you mean by the “you” attitude with respect to analysis of audience?

8. Explain the “Direct Plan” with respect to presenting a “Bad News Message”. 9. Explain the “Indirect Plan” with respect to presenting a “ Bad News Message”. 10.What are the Dos and Don’ts while refusing a claim?

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Activity/Case Study

Activity/Case Study

Activity 1: Writing an Effective Routine Request The above activity can be done by all the participants present in the classroom. The activity needs to be facilitated by the Faculty. Write an effective routine request. You need to ask your faculty to assume a certain business scenario and then give you instructions/directions as to what you will be writing. The faculty will only provide an outline. The participants have to think and then frame the request. Question: 1. What do you learn from this activity?

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Report Writing

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Organising the Report Drafting the Report References

ENHANCEMENT OF WRITING SKILLS

REPORT WRITING

PREPARATION SKILLS

PRESENTATION SKILLS

Documentation of Sources Forms of Documentation Preparing a Draft

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Planning the Report and Management Of Data Types of Data Evaluation of Secondary Data

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Regarding Purpose of the Study Review Questions Activity/Case Study

Key Terms Transmitted Documents

Table of Contents

Footnote

Paraphase

Appendix

Author-date Format

Title Page

Endnote

Direct Quotation

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:  Know regarding the report structure, organization, and how to draft a report.  Provide information on providing appropriate documentation while using someone else’s work.  Know how to proof-read, format and modify the report.  Learn how to evaluate the quality of data already available and data on the internet.  Learn how to develop a questionnaire and write or prepare a cover letter.

Planning As you already know the writing process with respect to business communication consists of planning, drafting, revising, formatting and proofreading, you need to follow the same process while writing a report.

Manuscript is formatted in a narrative style in paragraphs with headings and subheadings reporting the sections.

There are three major decisions which need to be taken regarding the structure of a report namely structure of the report, organization of the content and framework of the headings as you write namely the structure of the report, the organization of the content and the framework of the headings before and as you proceed writing. The structure of a report and general traits like complexity, degree of formality and length depend on the audience and nature of problem that the report addressed. The three most common formats for a report are manuscript, memorandum and letter format. Manuscript is the most common of all the three formats. It is formatted in a narrative style in paragraphs with headings and subheadings reporting the sections. Whereas, Memorandums and letter reports use more of an informal style of writing. Headings and sub-headings may or may not be there.

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Organising the Report The report can be organized and structured based on your choice and judgment. You can also discuss with your seniors or your mentor to get some tips on how you should organize your report. There are many factors to be considered like time, location, importance, criteria.

Regarding Presenting Conclusions and Recommendations Generally conclusions and recommendations are presented at the end of academic reports.

There are many factors to be considered like time, location, importance, criteria, etc., while organizing a report.

At times like a Business report, the conclusions along with the findings are generally mentioned at the beginning of the report in the form of an executive summary.

Drafting the Report The following components will help you achieve your report objectives: a. Title Page: It is typically used in manuscript format. It shows information such as title, names and the data when the report was submitted. b. Transmittal Documents: Formal reports and all reports that are not hand-delivered to the reader should be accompanied by a transmittal document. It conveys the report to the reader. c. Executive Summary: It is also called as an abstract or synopsis. It basically is like a trailer of a movie which includes introduction, short review of background literature (optional), findings, conclusions or recommendations.

The executive summary is a short review of background literature (optional), findings, conclusions or reco-mmendations.

This is very useful especially when the report is quite long and also when the reader is very busy and can’t spare too much time in order to read the entire report. d. Table of Contents: This helps to locate each and every information you require. It has many heading and subheadings. Generally, the wording used in the headings in the body of the report, the page numbers are mentioned precisely to locate the headings and subheadings. It is always written or prepared after the report has been prepared.

TOC is prepared after the report has been prepared.

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e. Appendix: Appendix might include a copy of questionnaire, cover letter (if any) which was used to collect data, tables, print outs, brochures (if any) which should not be included in the body of the report.

References Proofreading of reference list needs to be done as it is the last but not the least important section of the report.

It contains complete list of all the secondary sources cited in the report. There are different formats for citing these references. You need to be consistent in using the same format for citing the references for the reader’s convenience. Report writers scholarship is indicated by the accuracy of the references list in terms of contents and format. So, proofreading of reference list needs to be done very carefully and meticulously. It is the last but not the least important section of the report. Develop an effective writing style by using an appropriate tone, pronouns, verbs, tenses etc.

Documentation of Sources You need to document your sources well. Explaination of a few terms is given in order to understand the meaning of all the terms.  Paraphrase: It means rewriting a passage in your own words.  A Direct Quotation: It means using the words directly written by someone like definition and so it should be put under direct quotations.

Plagiarism is infringement of someone else’s copyright.

 Documentation: It is nothing but identification of sources by giving credit to another person either in the text or in the reference list. So, you acknowledge the person and the source from where the information is taken.  Plagiarism: It is use of another person’s words or ideas and portraying as yours. General facts or common knowledge known to all need not be documented but some information which is mentioned from secondary source has to be documented which can be given on the narrative style if the source is unpublished.

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Forms of Documentation The three major forms for documenting the ideas, secondary and quotations of other people in a report are end notes and author–date references. 1. Endnotes: It uses superscript numbers to identify secondary sources in the test and then provide the actual citation in a numbered list entitled. “Notes” at the end of the report. They are numbered throughout the report. 2. Footnotes: These are generally used in academic reports. A bibliographic footnote provides complete reference at the bottom of the page on which the citation occurs in the text. 3. Author-date Format: It is better to use this format compared to endnotes (which provide no reference information on the text page) and footnotes (which provide all the reference information on the text page)

A bibliographic footnote provides complete reference at the bottom of the page on which the citation occurs in the text.

The author inserts at an appropriate point in the text the last name of the author and the year of publication also, at the end, bibliography has to be mentioned in the references section at the end of the report.

Preparing a Draft Generally this process has three steps which are as follows: Revising for content, revising of style and then for correctness. When you revise for your content, you should ensure that you have provided all the necessary information to support each and every point. There is no need to include any extra information. All the information which is included should be accurate and presented in a logical sequence and an efficient manner.

Dos and Don’ts 1. Always keep in mind the purpose of the report and the reader’s needs. 2. You should always use simple, short and concise words. 3. Paragraphs should have unity and coherence and should not be too lengthy. 4. Do not use discriminating language.

All the information which is included in a draft should be accurate.

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You may lose your credibility with the reader even if any minor or careless mistake.

Correctness includes editing, resolving any problem with grammar, spelling, punctuation etc. You may lose your credibility with the reader even if any minor or careless mistakes are made with respect to usage of English language.

Formatting First level headings should be formatted consistently. So, that the reader understands the difference between main heading and sub-heading. You can differentiate among headings by using different fonts. Font sizes, styles etc., or as per instructions given.

Proofreading The report should be prepared professionally because first impression on the readers matters a lot. Each page should be read carefully again. Typographical errors should be avoided. Auto spell check will only help in correcting the spellings but right words can’t replace wrong words, this has to be done only by you.

Planning the Report and Management of Data A business report is an orderly and objective presentation of information that helps in decision making and problem solving.

Regarding Data which is Available and Unavailable Before any data is collected, you must define the report purpose and analyse the intended audience. Secondary data is data derived from various sources of information which is already existing.

At times, some data will be available to you and some data you would know in bits and pieces, but have to be found, searched or researched and then generated by you.

Types of Data Two major types of data are primary and secondary. Secondary data is data derived from various sources of information which is already existing. This data may be published or unpublished. Published data includes any material that is widely disseminated.

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Through the following sources: 1. World Wide Web and other internet sources 2. Journal, Magazine or Newspaper 3. Books 4. Brochures and pamphlets 5. Technical Reports Unpublished secondary data includes any material that is not widely disseminated including the following: 1. Company records such as financial records, personnel data, previous correspondence and reports.

Studying what is already known regarding a topic and what remains to be learned makes the reporting process more efficient.

2. Legal documents 3. Personal records 4. Medical records Primary data is always collected by the researcher to solve the specific problem identified. As the researcher collects the data himself/herself, he/she has more control over it’s accuracy, completences, relevance, authenticity etc. The various methods by which primary data is collected are- surveys conducted with the help of questionnaires, interviews and telephone inquiries etc., observation and experimentation. Studying what is already known regarding a topic and what remains to be learned makes the reporting process more efficient as the report writer can focus scarce resources and generating new information. Sometime secondary data also helps in giving clues to design a questionnaire and also gives additional information. Secondary data is as important as primary data. The source of data is not as important as it’s quality and relevance for your study. One of the major disadvantages of primary data is that it is costlier, than secondary data with respect to gathering of data and more time consuming to collect or gather.

Evaluation of Secondary Data Secondary data is the data already available or existing for some purpose other than your report preparation needs. The data cannot be used as it is for preparation of your report. Therefore, you need to extract data in such a way that it can be used for your study.

Disadvantages of primary data is that it is costlier.

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Regarding Purpose of the Study When you rely on secondary data you need to ensure that the study under taken was to genuinely find the answer to a question or problem rather than merely to prove a point. So, the accuracy and objectivity of the results can be assured automatically.

Know how the data was collected? It is important to use common sense while collecting the data.

You need to cross-check whether the data collected from secondary sources is enough, accurate, reliable, authentic, helpful for study etc., This can be done by using your own common sense to a certain extent and by taking your guide’s support.

Information regarding how was the Data Analysis done? At times the secondary data which you have found may help only to a certain extent in your own study because you may need very focused information limited to your study or required exclusively for your study. Sometimes, you may get very/less or no response for a few questions or a single question due to which we may not be able to reach to any valid conclusion.

Regarding Consistency with the Data as Compared to the Other Studies Read er wil l make d ecision based on your data, you need to ensure that the data in y our r eport is accurate.

Suppose some findings and conclusion is observed from different sources, then we can be more confident regarding the data. But if your studies reached one conclusion and two other studies have different findings, then you need to scrutinise, the contrasting findings of the strikingly different studies. As our reader will make decision based on your data, you need to ensure that the data in your report is accurate and your reader finds it trust worthy and reliable thereby. You should never accept any information as true just because you saw it on the internet somewhere. Such information is not reliable always.

Regarding Data which Turns Obsolete and Data which stands the test of time Data which was true and accurate at the time it was collected may become obsolete in future.

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For example: A study on reasons for high attention rate in an organization. The findings for such a study may reveal some reasons at the time of data collection. But after some years, the reasons for the same problem may differ. On the other hand, some data collected to find out the reasons for poor illiteracy rate in some states of India may remain the same even after conducting a similar study after decades due to some customs, traditional practices prevailing in these states carried from one generation to the other. Any data which you find or collect should pass all the five states mentioned as below: Please note that if your data fails any of the following tests it should be removed and should not be included in your report. 1. Collecting and evaluating data on the internet. 2. Collecting data with the help of questionnaires 3. Construction of questionnaires 4. Construction of tables 5. Preparation of charts, interpretation of data, figuring out some snese of the data etc.

Collecting and Evaluating Data on the Internet Most of the information you might need to collect is available on the internet but for some more information. You may have to search for other sources. Generally, your task would comprise two sub-tasks: a. Locate your required data b. Evaluate that data to determine whether it is useful and reliable in terms of accuracy, authenticity and quality in order to include in your report.

Searching the Internet Google is definitely the most famous and user friendly search engine which everyone uses currently. But there are many other search engines like Dogpite, Yippy, The ASK/AJ/ASK, Jeeves search engine, Bing, Duck Duck Go, The internet archive, Webopedia, Mahalo, Yahoo etc., which also serve the purpose but is not used as frequently as Google. There are various do’s and don’ts which you need to follow in order to get good results depending upon the type of search engine used by you.

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Evaluation of the Internet Resources One must evaluate the internet resources thoroughly well. Information posted by governmental and educational institutions i.e., (generally those sites ending in .gov and .edu) are always comprehensive accurate and upto-date. We must know the difference between company paid and independent internet sites. We need to follow certain tips for a more defined search. For example: If you use few key words or too many keywords, it will not give you the appropriate results. You need to skillfully choose your keywords because computer searches literally what you ask for. If you are regularly searching the internet, for example, a researcher is well acquainted with the search engine/s and knows which key words need to be used to get the most accurate results or rather the required results.

Regarding Data Collection with the Help of Questionnaires At times, you will find that not enough high quality secondary data is available to serve the purpose of your study if you are doing some research.

Meaning of Survey A survey is a data collection method that gathers information through questionnaires, telephone, e-mail inquiries and interviews.

What is a Questionnaire? A sample represents the entire population and it is carefully selected by the researcher.

The Questionnaire is a written instrument containing questions designed to obtain information from the individual being surveyed. For all business research purposes, it is the most frequently used method. A sample represents the entire population and it is carefully selected by the researcher. Also, these days questionnaires can be sent online which saves a lot of time, cost and energy. Also, in comparison to face to face interview or telephonic interviews, online method is less time consuming and the respondents can answer at a time convenient for them. The biggest disadvantage of mail questionnaires is the low response rate. Also those who do not represent the population. Generally the respondents who choose to r espond ar e f ound to be mor e knowl ed geabl e,

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more intelligent, have lighten social status and have lighter need for social approval. There are certain do’s and don’ts you need to follow while preparing a questionnaire like one word fill-in responses should be elicited, multiple choice questions should be asked, yes/no questions etc. Also the questionnaire should be easily understood by the respondents and should not be too lengthy. As compared to telephonic interview of face-to-face interview, the online data collection is more time consuming, so it requires atleast a month or even more because at times followups are required.

Questionnaire should be easily understood by the respondents and should not be too lengthy.

Construction of a Questionnaire Construction a questionnaire is an art. It is a skill which you will have to learn as a researcher. One can use existing questionnaires provided your objectives/s is/are fulfilled. If you are constructing a questionnaire then you need to validate it which is altogether a study in itself. You need to be careful with three aspects namely content, organization and format.

Regarding Cover Letter Cover letter should be sent along with the questionnaire. It should be written in the persuasive style in order to convince the reader that it’s worth taking sometime out from the respondents’ busy schedule in order to complete the questionnaire. This may be done when the questionnaires are lengthy and require patient reading and answering from all the respondents.

Regarding Tables A table is an orderly arrangement of data into columns and rows. It is useful for showing a large amount of numerical data in a small space. After your study is over, you will be required to present your raw data, photocopies of interviews; internet and computer printouts or rather typed content from such sources, facts, statistical analysis and conclusion of the same. At times, cross-tabulation analysis is required where simple tabulations may not reveal all the information which can be inferred or derived from the data. When further analysis of the data is required then cross tabulation is required.

When further analysis of the data is required then cross tabulation is required.

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Regarding Charts Charts help the reader/s to have at a glance idea of the data. It particularly helps the reader for decision making and saves time as well. There are different types of charts used in business reports and presentations. The most commonly used charts are as follows:

1. Line Chart The vertical axis represents values and the horizontal axis represents time.

It is graph based on a grid of uniformly spaced horizontal and vertical lines. The vertical axis represents values and the horizontal axis represents time. Both the axis should be marked off at equal intervals and clearly labeled.

2. Bar Charts It is a graph with horizontal or vertical bars representing values. They are useful for comparing the magnitude or size of items either at a specified time or over a period. The bars should be of the same width and obviously the length charming would demonstrate the value of each item.

3. Pie Chart A Pie chart is a circle graph whose area is divided into different components which make up a whole. Charts are not a substitute for the narrative presentation and interpretation. Such visual aids should not be used to make your report impression but should have substance in it.

Making Sense of the Data The data in the table presented generally helps to solve a problem by fulfilling all the objectives.

As a report writer, you should not simply present the raw data without interpretation. The data in the table presented generally helps to solve a problem by fulfilling all the objectives. It is important for the report writer to make the connection between the data and the solution to the problem. While narrating the report, you need not discuss all the data in the tables and charts. The most important thing is to know the important implications of your data which needs to be highlighted for convenience and easy understanding by the reader.

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Regarding Ethical Dimension Associated to Report Writing During the four stages of data collection like gathering, analyzing, reporting and disseminating data all the people involved have rights as well as obligations. Which are as follows: 1. The researcher has the right to expect that the respondents will be truthful in their responses.

Researcher should not deceive the organisation that is paying for research.

2. The researcher should not deceive the respondents. 3. The researcher should not deceive the organisation that is paying for research or the university or any other organization which will probably award degree to the researcher after the research is completed and submitted. 4. The organization or the university has the right to expect that the researcher will provide valid and reliable information. 5. The organization or the university has an obligation not to misuse the data.

Review Questions

Review Questions

1. Explain the components that will help you achieve your report objectives.

4. What are the Dos and d on’ts whil e preparing a draft?

2. What are the points one must keep in mind regarding documentation of sources?

5. What are the two major types of Data? Explain each type in short.

3. What ar e the thr ee m ajor f or m s of documentation?

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Activity Case Study

Activity Case Study Activity 1: Report Writing

Number of participants required for the activity-all the participants in the class can participate. The activity must be instructed, guided at all stages and closely evaluated by a faculty. The participants can also take help from Research Methodology faculty and Quantitative Methods faculty. The faculty has to help the participants at all stages right from framing the topic/tiltle of the study, to data collection, organizing or analyzing the data and finally helping the students to reach to a conclusion based on summary of findings and also provide suggestions/ recommendations. The report length can vary from thirty to forty pages depending on the topic and the information which is gathered by the student. In the process , the participants also learn how to use Microsoft word applications effectively and how to compile data and present data in an organized manner, how to write Bibliography/ References, how to acknowledge etc.

Activity 2: Presentation The above topic has been explained in detail in the next chapter. Number of participants required for the activity- all the participants in the class can participate. All the participants need to prepare power point presentations with the help of Information Technology faculty and the Communication faculty in order to prepare the power point presentations. All the students have to present the report in front of the class and the faculty or a panel of three faculty members. This will enable the student to learn preparation of power point presentations and also will enhance their presentation skills and boost their morale. Each presentation should not exceed seven minutes. Questions: 1. What do you learn from the activity on report writing? 2. What do you learn from activity on presentation?

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Presentation Skills

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Learning Outcome Introduction Content

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Structure Conclusion Questions Packaging Review Questions

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Key Terms Argument in a Sequence

Question Oriented Pyramid

Articulation

Hierarchical Decomposition

Sign Posting

Pyramid

Pitch

Human Element

Activity/Case Study

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ChapterO bjectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Understand the difference between presentation and effective presentation.  Provide the principle for drafting an effective content.  Understand the importance of using an appropriate structure and aids to enhance the presentation.

 Highlight the importance of the presenter in making the presentation dynamic, impressive and powerful.

Learning Outcome In preparing an informative presentation, you seek primarily to teach your audience about your chosen subject. To do so, you need to learn about your audience and how much they already know about the subject, and you need to gather accurate, reliable and credible information. Referencing specific authority figures and providing significant data can also help your audience to better understand your subject.

1. You will be more confident and professionally able to develop your presentation skills further. 2. You will be able to establish your credibility in the circuit. 3. You will be comfortable while presenting 4. You will be able to overcome nervousness, if any.

Introduction Business presentation are a way of communicating ideas and information in order to: a. Inform b. Train c. persuade d. Sell A good presentation has the following components: A. Content B. Structure C. Packaging D. Human Elements

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These components can be explained in short as follows: a. Content: It contains the information which people need. It must account for how much information the audience can absorb in one sitting. b. Structure: It always has a logical beginning, middle and end. It must be sequenced and paced so that the audience can understand it. c. Packaging: It must be well prepared.

Structure of the business presentation should have a logical beginning, middle and end.

d. Human Element: A good presentation will be remembered much more than a good report because it has a person attached to it. Now, let us understand each of the components in detail.

Content The main objective of any presentation is reception and not transmission. Your message should be understood and remembered. Generally, an average human being irrespective of his or her age has a very short attention span and a lot of other things to think about. You should try to reach through this mental fog and to hold the attention long enough to make your point as a presenter. The following are the Six principles to draft an effective content:

1. Purpose Before you start your presentation you need to have a precise objective in place.You should know the answer to the following questions: Why are you Speaking? What is the outcome you want from your audience? As far as possible, you should have only one objective served from your presentation so that you can achieve it.

Business presentations have a primary purpose of persuading an audience to adopt a certain belief or to make a specific choice. Persuasive business presentations occur both internally, such as when a manager seeks to convince the staff to begin recycling, or externally, such as when members of one company makes a sales presentation to members of another organization.

2. People The next step is to consider the audience to determine the best way to achieve your objectives in the context of the audience. You need to know who is your audience? You also need to know-how do the characteristics, skills, opinions and behaviours of your audience affect your purpose? You can do this by talking to them or knowing about them i.e., knowing their characteristics, skills, opinions and behavior of your audience which affects your purpose.

For making succesful presentation you need to know who is your audience?

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You need to convince your audience that they will be achieving or fulfilling their objectives or expectations from your presentation and then you will achieve your own objectives automatically. This will also help you connect to your audience and have a helpful and receptive audience.

3. Practise and Rehearsal Presentations should be prepared so well that you should only be glancing at the slides and presenting the entire content.

Powerful presentations require a lot of planning and practice. You should be prepared so well that you should only be glancing at the slides and presenting the entire content. You should be the presenter and not your slides. The following tips will enable to enhance your presentation skills: a. You need to find good ideas and innovative ways to present your content but before this, you must have good ideas and information, then only you can present. b. You need to know what kind of supporting materials will be required by you like handouts, copies of some articles, reference list handouts etc. c. You can also include some visual information which will enable the audience to understand your presentation.

4. Planning a. You will have to plan the order of ideas and pieces of information which you will have to follow during your presentation. You need to know the content thoroughly well in order to present confidently.

b. You also need to organize your speech but you should not mug and vomit the points. Some kind of spontaneity and impromptu speech will have a lasting impact. c. You should not only focus on the facts you are presenting but also focus on the style, pace, tone, neutralisation of accent, relevant pauses etc. For five minutes of talking you need to prepare for atleast one hour.

5. Personality Everyone has their own style of presenting. Each individual is unique you need to know the content thoroughly well in order to present confidently. One can be a powerful presenter only when he/she is confident in all the aspects. You need to be charismatic, competent, have enough, knowledge

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about the subject and also use positive and open body language with the right gesture to enhance your personality and be a very charming presenter and also a powerful presenter.

The key to success is to use presence of mind.

6. Performance No matter how much you prepare or practise, what matters is finally how you perform during your presentation. The key to success is to use presence of mind and more importantly understand the level of knowledge which the audience have and also to understand their questions and then answer carefully during or after the presentation based on your protocol which you may establish.

Structure All the presentation should have a definite structure or format. If you do not follow structure the audience will also find it difficult and focus on your presentation as they need to give their undivided attention. The different structures which you can follow are as under: a. Argument in a Sequence: It generally consists of a series of linked statements leading to some kind of an analysis and thereby a conclusion. The techniques of the presentation you should adopt is the use of frequent reminders to the audience mainly, the main point which has proceeded and explicit explanation regarding how the next topic will lead from that point. b. Hierarchical Decomposition: This structure is the typical structure which is followed in all academic presentations. The main topic is broken down into sub-topics and each sub-topic into smaller topics until gradually everything is broken down into very small basic units. c. Question Oriented: The format can be question oriented if the aim or objective of the presentation is to either explain a previous decision or to get approval for a plan of action. You need to introduce the problem and provide some background and then outline various solutions and also provide advantages and disadvantages of each solution. Then, the preferred solution is presented for endorsement by the audience or at-least a discussion is initiated which will lead to arriving at a certain decision. You can also

The techniques of the presentation you should adopt is the use of frequent reminders to the audience mainly, the main point which has proceeded and explicit explanation regarding how the next topic will lead from that point.

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suggest some parameters against which the various solutions can be judged. This may help to get your desired outcome which may be the preferred solution by you. d. Pyramid: This is also very similar to a newspaper story format. The first paragraph should be very catchy and the whole story’s gist should be covered in this paragraph itself. Each succeeding paragraph repeats the same information by giving more details to each point. This kind of structure has the following advantages: Burger format is the beginning-middle-end format in which the meat (or the filling) of the exposition is contained in the middle and is preceded by an introduction.

a. Firstly, it can increase the audience’s interest and receptiveness to the main ideas. At every level of the pyramid they have already become familiar with the ideas and know what to expect. b. Secondly, you can just conclude the presentation wherever you want just like the editor who stops the article at a certain point. c. Burger Format: The simplest and most direct format is the Burger Format. It is the beginning-middle-end format in which the meat (or the filling) of the exposition is contained in the middle and is preceded by an introduction which includes providing the basis and then followed by a summary and conclusion. The middle can also include some excerpts from some research work done or some ongoing research or working paper. The format can be in the following manner:

Establish a protocol for asking questions.

 Beginning: Short introduction- Welcome your audience, introduce your subject, explain what will be presented i.e., whether some excerpts from the research work are already competed or some findings from ongoing research or working paper are included. Then establish a protocol for asking questions like questions may be asked after the conclusion.  Middle: Body of the presentation- This may include partial findings as the work is not over or it may include interesting findings which were selected for the presentation.  End: Short conclusion- Summarise your presentation, thank your audience and invite questions.

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This is have you need to talk: Please refer to the following format: Function 1.

Welcoming your audience

Possible Language “Good morning or Good evening, Ladies and gentle man” “God morning, Good evening, Good afternoon to one and all present here”

2.

Introducing your subject

“I ‘m going to talk today about……………..” The purpose of my presentation is to make you aware of the issues like………………”

3.

Outlining your structure

To start with I’ll describe the revenue earned this year and the ROI. Then I’ll take you through some of the major issues I have addressed. After this. I’ll suggest some solutions for the issues addressed. Finally. I’ll conclude my presentation with some suggestions by you and me together where we can arrive at some amicable solutions.

4.

Giving instructions

Pl ease feel fr ee to ask questions af ter m y presentation is over. I will be happy to answer all the questions.

5.

Protocol regarding questions

I plan to reserve five minutes for questions and answers after the presentation.

6.

Body

The bod y of the presentation is the real presentation. If the introduction was well prepared and delivered, you will be more confident now as compared to before you started the presentation. The body should be well structured, divided up logicall y and should have som e visual s like anim ation, inter esting pictures to m ake the presentation likely and interesting.

Always follow the key points while delivering the body of the presentation: i. Do not hurry ii. Be enthusiastic iii. Create a report iv. Spend some time on visuals

Table 8.1: A Format which will help you to Decide How You Need to Talk During a Presentation

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v.

Stick to your structure; do not deviate from your structure.

vi. Use your notes. vii. Use signposts throughout. Viii.Remain polite when dealing with difficult questions.

Conclusion The final part of your presentation is the conclusion which the Audience will remember after the presentation. Use the conclusion to: 1. Sum up 2. Give appropriate suggestions 3. Never forget to thank your audience 4. Always be open to suggestions and request the audience to ask questions. Function Table 8.2: The Function and the Corresponding Possible Language which You May Use

Possible Language

1.

Concluding

To conclud e/I woul d l ike to conclude etc.

2.

Giving recommendations

These are the following suggestions by me/I Suggest the following recommendations.

3.

Thanking your audience

Thanks for your attention/Thanks for your patient listening.

4.

Inviting questions

Do you have any questions? Do you have any query?

Sign Posting When you give a presentation, sign posting helps your audience to know:  Where they are at that moment?  What they can expect next? Whenever you introduce or commence your presentation, you might address the audience in the following manner: To begin with I will first introduce you to the background of the study. Then, I’ll present the objectives of the study. Going ahead, I will share with

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you the methodology or design which I have used. Lastly, I’ll conclude with recommendations and conclusion which I have arrived at. I hope I will be able to cover all the important points in the available given time. Anybody from the audience can visualize your presentation in the following manner: Introduction – Welcome, explanation of the structure. Body – Literature review, objectives, Research Methodology. Conclusion – Summing up, Findings, Recommendations etc. The member/s from the audience will keep this image in his/mind during the presentation. At times, he/she may write down some important things. At every stage of your presentation, you can tell your audience what you have covered so far and where are you proceeding next. Sign Posting Function

Language

Introducing the subject

I would like to first give some information on ………………

Finishing one topic

I have com plete tel l ing your Regarding .....………………….. Now, let’s look at ……………..

Giving an example

For example, to give you An illustration ………………….

Dealing with questions

I’m not too sure but I Fill ……..…or I believe……..... ………………………………..... Well, in my opinion ………….. ……………………………….....

Conclusion

To conclude,…………a quick Recap ……………………........ Finally, I would like to summarise the main points…………………

Table 8.3: The Function and the Corresponding Possible Language which You May Use

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Questions It’s better to be prepared with your topic of presentation well so that you can answer every kind of question. You also need to anticipate the kind of question/s and you need to plan or prepare how you will answer the same?  You can establish your protocol for asking questions depending on your comfort level. For example: You may not be comfortable if questions are asked in between your presentation, so you may request the audience to ask the questions only after your presentation is over. It’s entirely your decision, so you should make it very clear before you start the presentation.

Dos and Don’ts Regarding Questions  Always repeat the question so that everyone hears it correctly before answering it. This way, you are also ensuring that whatever you have heard is right.  When you answer the questions, maintain eye contact with everybody.  Always listen carefully to the question before answering.  It you are not confident in answering the questions, don’t fumble.  Answer to the point. Do not give either too long or too short answers.

Packaging As the audience is at mercy of the presenter so make sure the presentation is well prepared. If you skip some slides, it will not create a good impression about you.

Language  Always remember to use simple and clear language.  Use short sentences.  Do not use abbreviations or jargons which your audience may not know or understand.  Use the appropriate tenses and voices.

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Place It is very important to familiarize yourself with the venue of the presentation, facilities and equipments available, logistics of the venue, seating arrangements, how visual aids can be used by you to serve the purpose? etc. You may arrive early at the venue before your presentation begins so that you are prepared well in advance before your presentation.

Visual Aids Visual aids are very important for any presentation. Generally, 80% of what your audience learn during your presentation is learned visually and 20% is learned otherwise (i.e., aurally/what they hear). Such aids also improve the presentation in terms of creating interest in the minds of the audience.

Visual Aids improve the presentation in terms of creating interest in the minds of the audience.

Do and Don’ts Do not put too much information or sentences on the slide and never read the slides. You need to give sometime for your audience to look at the slides and absorb this information. Some of the aids are as under: 1. OHP – overhead projector OHP transparencies 2. Powerpoint, excel – all these are computer projections 3. Videos 4. Real objects like hand outs, print outs etc. 5. White board may be used to write a point and explain it or elicit lot of points, queries, etc., from the audience.

Tips on Visual Aids 1 You need to keep it simple. 2 You need to know how to operate the system set for you and when you want some slides to appear. At times you may be required to instruct someone who is operating the equipment if you leave more than one power point which you will be using. 3 Do not depend too much on your slides for your presentation, you should be the presenter and the media should only enhance your presentation.

At times you may be required to instruct someone who is operating the equipment if you leave more than one power point which you will be using.

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Regarding Slides  Always check your slides before your presentation for typo graphical errors, consistency of fonts, grammatical errors etc.  If your slides have too many sentences then audience will only be reading your slides than hearing you. Then, what are you presenting? You will no longer be important to the audience as whatever is on the slide will be enough for them to know about the content rather than listening to you.  Ensure that you are implementing the 6/7 rule i.e., write only 6 words per each line and write only 6 lines per slide. You may add up one more 7th line if necessary.  The font size generally advised is 18 pt times Roman on OHPs. You should be able to read from a distance of 2 meters.  Do not hold any pen or marker in your hand and point to the screen with a laser pointer if r equired rather than pointing to the transparency.  Check the lights in the room to ensure that there is no glare which might obstruct the audience from reading.

Powerpoint Presentations Do not put too much text on the slides, audience will neither listen to your nor read the slides.

 The color of the background to the eyes should be catchy but not hurting.  Roman and Gothic type faces are examples of a clean font that is easy to read rather than script or old English.  The number of bullets points should be six, it can be four if there is a large title or logo or a picture which you want to present. This is called cueing.  As mentioned earlier, do not put too much text on the slides, audience will neither listen to your nor read the slides.  Never use all capital letters on your slides.  Italics can be used for quotes, to highlight thoughts or ideas for any article, book, journal and magazine titles.

Reading Colours a. White on dark background should not be used if the audience is more than twenty feet away.

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b. Do not use red or orange as after a point of time, people can’t focus on the slides. c. Do not use greens, blues or browns as these colours are not attention grabbing.

Greens, blues or browns colours are not attention grabbing.

d. Illustration should be used only when needed.

Flip Charts Follow the seventh rule. You should only use seventh lines per page and not more than 7 words per line.

Stories Everyone loves a story and stories can instruct and also convey an important message. Stories naturally engage people and are an excellent way to develop rapport with your audience. Many professionals often use stories as the primary way to make their points and it’s a great way to start your presentation as well!

Stories naturally engage people and are an excellent way to develop rapport with your audience.

First Impression is the Best Impression Initially you may feel nervous, then you may feel relaxed as and how you continue presenting. You will also gain confidence gradually. For this, you need to be well prepared with the beginning of your presentation. If you succeed in this, then you will be able to give an excellent presentation.

Habits Avoid any annoying habits like using filter words like “Oh”, “You know” etc., or putting hands in pockets, playing with the pen, Id-card, marker etc. You can actually ask your friends to be audience while you are rehearsing for your presentation and ask them to point out the most annoying habits which you make. You can avoid these habits while you are presenting every time and slowly you will realise that slowly as a presenter, you will not make such mistakes after four to five presentations.

Mistakes To err is human. Whenever you make any mistakes, you can connect yourself immediately in a very calm and poised manner. So, in this way audience will also accept you as a presenter.

Habits like using filter words like “Oh”, “You know” or putting hands in pockets.

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Humour You can use humour or crack jokes only if you are good at it or else it is better to avoid it.

Human Elements Your body speaks to your audience even before you open your mouth. So, you need to be very careful regarding your body language, your clothes, your walk, your hair cut, your expression, the way you stand, gestures, smile etc,. It’s from these that your audience forms its first impression as you enter the room. Or, even before you start presenting.

Physical Appearance Never overeat or eat just before your presentation, carry a water bottle along with you to drink water before, during or after your Presentation.

Always dress up neatly and carry yourself in a confident and professional manner. One more tip is that you always need to exercise or walk regularly and eat the right kind of food at regular intervals. This will always make you look and feel fit. Never overeat or eat just before your presentation, carry a water bottle along with you to drink water before, during or after your Presentation.

Eye Contact with Audience If you maintain eye contact with the audience, it will keep them alert, it will also make them feel that they are being spoken to, make them feel a part of the class, give them confidence in you as the instructor/presenter. It is very important to monitor the audience reactions to what you are saying so that you can adjust your track accordingly.

Dos and Don’ts Your intention should be to create rapport with the audience.

 Do not stare, move your eyes from side to side, look outside the window or at the clock, look only at the board or the screen.  Body Movement: Be natural- don’t move around too much or no movement in the room at all. Don’t stand only in place or in one position.  You can move forward for emphasis, but don’t dance or appear as if you are dancing. You need to move from one side to the other in a class room. This creates rapport with audience sitting on either sides of the classroom.  Do not stand rigid, march forward and backward or slouch.

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Gestures You need to use meaningful and appropriate gestures to make a point. Avoid all of the following gestures/body movements:  Using a praying gesture while listening to questions raised from the audience, using a pen, marker or pointer to point on individual.  Touch your nose or ears or hands too much and avoid excessive coughing. Use gestures that indicate washing your hand of a situation or wringing your hands out of frustration.

Regarding Voice Do and Don’ts  At times, you need to lower your voice to draw the attention of your audience. This can be done when you want some important point to be noticed by all. However, at other times you can also raise your voice to make a point.  Do not shout to make your point emphatic.

Pitch You can increase your pitch or decrease your pitch depending upon the need to do so.

Pace Dos and Don’ts:  At times, you need to speak more quickly to convey enthusiasm or speak slowly to emphasise key point or issues.  Do not speak so quickly that no one can understand what you are saying.  At the same time do not speak so slowly that people become bored or drowsy.

Articulation Speak clearly pronouncing each word carefully with right consonant, vowel and diphthong sound. Always use a neutralized accent while speaking so it is understood by all. Do not mumble. In this book itself, you will learn how to pronounce each word and certain rules of word stress and syllable stress.

Speak clearly pronouncing each word carefully with right consonant, vowel and diphthong sound.

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Language As already mentioned, do not use filler words like “Ok”, “you know”, “as a matter of fact”, “basically” etc. Do not use profanity.

Review Questions

Review Questions

1. What are the components of a good presentation? Explain each component in short. 2. Every presentation has a definite structure or format. What are the different structures which every presentation should follow? Explain each structure in short. 3. What do understand by “Sign Posting”?

5. What are the Dos and Don’ts regarding voice? 6. What are the Dos and Don’ts regarding body language? 7. Accor d ing to you what is the most im por tant aspects of an ef f ective presentation, a presenter or presentation? Why? Explain in your own words.

4. What are the Dos and Don’ts regarding Visual Aids?

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity-all the participants can present individually first and then group presentations can also be conducted. The above activity should be closely monitored and facilitated by a faculty who should also be the moderator or can allocate this responsibility to one or two participants .The time duration for each individual presentation should not exceed ten minutes. Group presentation can be completed within ten to fifteen minutes. The topics can be on news, various issues and also on various subjects or specialisation subjects which the students have been studying. Then, the faculty can make observations based on certain parameters against which the participants performance can be evaluated . Also, feedback can be given on a one to one basis regarding individual presentation and one to many basis regarding group presentation. Question: 1. What do you learn from this activity?

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Resume Writing Skills

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Resume Writing Career Concepts Resume Format

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Types of Resume Formats Parts of a Resume Resume Mistakes-to be Avoided

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Preparation for an Interview Regarding Conducting yourself for the interview Post interview Communication

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Activity/Case Study

Key Terms Linear Career Concept

Spiral Career Concept

Expert Career Concept

Transitory career Concept

Standard Template

Contact Information

Review Questions

Post-interview Communication Special Skills and Aptitude

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

   

Understand all important aspects of Resume Writing. Learn about career concept like linear, expert, spiral and transitory. Discuss about Resume Format and Types of Formats. Know all aspects of appearing for interview.

Resume Writing You may be rejected if your resume is not serving the purpose of getting accepted by a potential employer as there may be hundreds of applicants.

It is a brief record of one’s personal history and qualifications that is typically prepared by an applicant for a job. Always, the emphasis is on future and not on past. However, if you do not have work experience then your resume should high light your strengths, achievements to emphasis your credentials. Generally, you are not hired based on your resume. It is just the first step to get the desired job. But you cannot be so casual on your resume preparation. You may be rejected if your resume is not serving the purpose of getting accepted by a potential employer as there may be hundreds of applicants. Also, if your resume is selected, it does not mean that you will get the desired job. You will get selected for a job only on the basis of how you perform during the interview and, there after get the job offer from the employer. It is only after this, you can decide whether you could go ahead and accept the offer following which you will receive an appointment letter after completing all the formalities and submitting all the required documents.

Regarding Length For fresher’s it is advisable to prepare a one-page resume.

Generally, recruiters will not spend more than a minute to look at each resume being sent during the initial screening process. For entry level positions i.e., for fresher’s it is advisable to prepare a one-page resume. However, in some rare cases or exceptional cases it can be a two page resume. An experienced professional who has been working or has worked for an organisation may write a 2 to 3 pages resume, If he has rich and varied experience. If your resume ideally needs to be a two page resume, then do not shorten your resume by using small type and narrow margins. You need to shorten the length of your resume only by making certain logical decisions as to

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what needs to be eliminated or what needs to be added. You can use concise language to write what is important and needs to be included in your resume. However, do not make a very short resume; it may not serve the purpose.

Career Concepts There are different career concepts like linear, expert, Spiral and transitory. Based on these career concepts you need to design your resume accordingly. These career concepts can be explained as follows:

1. Linear You gain experience right from a junior executive in a particular function like Human Resources Management to a Vice President in the same function in the same organization or different organizations.

2. Expert This is something very similar to a subject matter expert in one are area of a particular function i.e., you can develop expertise in one core area like English language usage and grammar training in training as a core area and also can train in various other Human Resources Management and Human Resources Development areas. In the due course of time you grow as a trainer or an expert in one core area and can gain experience in training in related areas which again may be based on your qualifications and the kind of experience which you have gained over the years.

3. Spiral Generally, males and females are observed opting for spiral careers these days. At times, males take up challenging jobs having more monetary benefits upto the age of 50 or so. Then they take up less challenging jobs as the energy level comes down like senior positions in NGOs, Teaching jobs, Consultancy, Join advisory board or take jobs at senior positions for the welfare of society at long in some Non-profit organizations. This also fulfills their need of self-actualization. Females take up challenging roles, jobs, careers etc., till they are mothers which have more monetary benefits and then take up jobs due to which they can have a good work-life balance like teaching jobs, jobs available in NGOs or jobs which don’t demand so much time or energy like part-time jobs or Free Lancing, consulting etc.

You can develop expertise in one core area like English language usage and grammar training.

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4. Transitory These are jobs in completely different areas during the life of an individual. For example: You may be a news reader for some years, then you may get a break as an anchor for a programme on television as a television anchor. Later, you may get a break as a trainer to groom the budding television anchors. After some years, you may get an entirely different job like a character role in a movie and so on.

Resume Format Never use built in templates available in your system because each and every resume is unique just like how each and every person is unique on this earth.

Regarding format, you need to stick to using a simple format with short paragraphs and a logical organization. Always use bullet points and always ensure that it is clear to the reader which parts are subordinate to main features. Never use built in templates available in your system because each and every resume is unique just like how each and every person is unique on this earth. Always take a print out on A-4 size white paper of good quality as you may need to make multiple photocopies. If you are applying for a typical business position then the overall appearance of your resume should present a professional and conservative appearance that adds to your credibility. Last but not the least, your resume or cover page or application letter must be error free with respect to content, spelling, grammar and the format.

Types of Resume Formats You can use any of the following five formats in order to present or prepare your resume. 1. Chronological This format presents information related to various activities in the reverse order of the sequence in which they occurr. 2. Functional It is just opposite of chronological format. It highlights your core competencies, skills and achievements right from the beginning. You can lay emphasise on the skills you have acquired in an organisation rather than mentioning your job titles. This kind of format is useful for those who choose the transitory career concept in their career path. These days many

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freshers are also learning various skills in their management institutes by their faculty. So, it is appropriate for freshers also to use this kind of format where they can highlight their skills. 3. Combination This format is basically a combination of both the chronological and functional formats put together in this type of resume, you can highlight the skills you have that are relevant to the job you have applied for and also provide the work history in chronological manner which will be convenient for the employer. 4. Targeted As the word suggests, candidates who wish to apply for jobs which match their skills and experience can choose this format. It is basically a tailor made resume targeting the job which the applicant aspires to get. As it is targeted for a specific job, it needs more acquired skills or guidance from an experienced person to design the targeted resume. 5. Mini A mini resume contains a brief summary of your career highlights and qualifications. It can be used for networking purpose. It can be shared with the prospective employer upon request. It can be sent to the person whom you are mentioning as a reference who may want to go through your achievements especially the recent ones rather than a full resume.

Parts of a Resume Generally, resumes should consist the following parts that the recruiters require:  Contact information - name, address, telephone number and email address - center alignment.  Career objective, summary of qualification.  Education which includes certain certifications  Professional experience  Special skills and aptitude  Awards/Honours/Achievement  Activities and interests  References (should never be a part of the resume)

A mini resume containing brief summary of one’s career and educational qualifications can be shared with prospective employers.

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Each Part can be explained as follows:

Contact Information The main heading of your resume should start with your name, address, mobile and land-line numbers and email address/es. Resume or Curriculum vitae should never be written on the top as heading.

Career Objective Career object Should be in consonance with the job you have applied for.

It is a statement that tells the reader the role you want to play in an organization. The objective should be in consonance with the job you have applied for. If the objective is clearly stated then the recruiter understands the candidate would have acquired different skills and so can’t focus on only one area of expertise. Hence, objective statement can be changed according to the job requirement. Generally, it’s advised to highlight your qualifications. This can enable you to get jobs for more openings instead of limiting your career option to only one or certain kind of jobs by highlighting career objective.

Education If you are a fresher then education can be mentioned after career objective.

If your work experience has been for a number of years like more than a decade at least, then you can highlight this in your resume. On the other hand if your qualification is strong then you can highlight the same. If you are a fresher then education can be mentioned after career objective. This can include name of your college, graduating year, examination passed, major subject and percentage. Always mention your latest degree first, then mention the board of exams from which you have passed for twelfth and tenth standards.

Professional and Work Experience Always mention your work experience before education qualification/s as it has more weightage.

If you have experience of any type, it always adds a lot of value to your resume. So, never forget to mention the types of task and duration as well. Fresh graduates can mention some projects of academic nature if they have undertaken. They can mention paid or unpaid internship which they have undertaken. You can also mention about some mini projects which you had volunteered to do for an NGO or Non-profit organization. Always mention your work experience before education qualification/s as it has more weightage. Always list your projects/short duration assignment/

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internship in reverse chronological order with the latest one appearing first. You need to include all the details like dates, duration, title, objectives, applied skills, results/accomplishments. If you are already working then you can mention employer’s name and address, details of employment, job tittle, job profile, achievements, recognition, rewards and promotions.

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You can also mention details of your present job profile and about your employer.

Special Skills and Aptitude You can categorise into two categories namely occupational skills and personal skills. Examples of professional skills are marketing, fund arising, training etc. Examples of personal skills are good communication skills, analytical aptitude, quick learning, team player, interpersonal skills etc.

Awards/Honours/Achievement Any awards, recognition, fellowships, certificates, degree, appreciation mails etc., need to be included under this section in your resume. If you have many achievements, present them in different categories like academic, non-academic and professional. Mention recent achievements first. A fresh graduate can mention the awards received by him/her during his/her college days.

Activities/Interests Companies are interested in selecting all rounders for their organizations. You can list all the activities you have been doing to demonstrate various skills like leadership, management, team and interpersonal skills. You may also include various hobbies like painting, dance, music, reading, teaching small kids etc. Do not write activities like netsurfing, chatting with friends, etc., as hobbies. If you don’t have any hobbies, do not mention any thing.

Resume Mistakes – To be Avoided It is advisable to avoid the following resume mistakes:

Resume Lacks Focus Avoid writing a general resume which does not focus on a specific job specification. The wording should always match each type of position otherwise the resume may appear as non-competitive.

Do not write activities like netsurfing, chatting with friends, etc., as hobbies.

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Resume is Task Specific rather than Accomplishment Driven Sometimes instead of experience, your educational qualifications have more chances of begging you a job.

Do not mention the various tasks done by you throughout your work experience but mention the various accomplishments made which will sell the job seeker’s credibility to get the desired job.

Resume Sections are not Listed in Order of Importance At times your education is your Unique Selling Proposition rather than your experience whereas sometimes your work experience has more weight age than your qualifications. So, you need to practice the order in which you are mentioning the contents of your resume. Generally, fresh graduates mention education first whereas job-seekers with a few years of experience mention experience first.

Resume Appears Lengthy Resume appears lengthy and highlights the age of the job-seeker unnecessarily if he/she mentions information regarding job seeker’s work history more than two decades back. Computer skills or any special skills may enhance your credibility to get the job.

If you have more than fifteen years of experience then it’s better to mention the last fifteen years of work experience and mention the rest of the years in a very compact manner. Do not provide the date of your college graduation if it is more than ten years back.

Resume Tends to Overshadow Resume tends to overshadow the important skills like computer skills, technical skills etc. Always make sure that computer skills or any special skills which you have acquired may enhance your credibility to get the job.

Resume is not Bulleted Employers prefer bulleted style of resume which is more reader-friendly. It is more likely to get selected as it’s convenient to read and helps in decision making.

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Resume Uses a Standard Template Never use a standard template because it makes your resume appear as if it’s not yours. Just like a tailor made attire would suit you better, similarly make a tailor made resume which complements your credentials, achievements and skills, qualifications etc., which may sell you the most and increase the probability of your selection.

Resume Lacks Key Words

Like a tailor made attire, make a tailor made resume which complements your credentials.

If your resume does not consist of keywords then it may not help you because most of the job seekers who use keywords get short-listed through the keyword searchable database by the potential employers.

References are Mentioned on the Resume Directly Never mention references on the resume directly. Always list them on a separate sheet and submit only when requested by an employer.

Resume is Not True Ensure that your resume reveals nothing but truth. If you write any false information and your employer comes to know later that it’s not true then it will be embarrassing for you and you may also lose your job.

Preparation for an Interview Preparation for an interview can make a difference between getting selected or rejected. Every interview is a learning experience. So, a lot of learning takes place during the preparation and the interview. This will be useful for future interviews; preparation requires latest assessment of skills, interest, values, accomplishments, updating the existing resume and lot of research on the targeted company/organization and position for which the applicant is aspiring. During preparation, you should rehearse typical and targeted interview questions with the help of your mentor. Final preparation includes deails of your attire and appearance, location of the interview, protocols for follow up of any information regarding the organization which you can gather from your friends, who have already been working in the same office for a long time now.

During preparation, you should rehearse typical and targeted interview questions with the help of your mentor.

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Dressing for an Interview In dress for interview you should use light colours or natural colours matching your skin type.

Appearance is very important during an interview, especially, good grooming. Your hair style should be neat, stylish and tidy. Your nails should be well, trimmed and polished if you wish to. Make up should not be heavy and you should use light colours or natural colours matching your skin type. A mild perfume is preferable. Boys/ Gents should be clean shaven. Hair should not be long and oily. Do not use any stylish gels for an interview.

Establishing Rapport Always wait for the interviewer to make the first move.

It is important to establish a good rapport with the people interviewing you. The minute you walk in for an interview, your rapport begins from that very moment. Always wait for the interviewer to make the first move. Be receptive and return the gesture quickly and promptly. It’s advisable to talk at the same rate and tone as the interviewer. For example: If the interviewer is speaking softly and slowly, you should also do the same.

Use of Appropriate Body Language Do not make too many hand gestures.

Body language talks about you before you open your mouth, eye contact is very important but ensure that it is not too intense. Always look pleasant and have good facial expression! A smile on your face will always have a long term impact. Hands can be rested casually in your lap rather than arms folded. Open body language is always better than closed body language. Do not make too many hand gestures. You posture should always be straight, upright, do not hunch your back or drop your shoulders. This will not make you feel confident and positive but also will also not make a good impression about yourself. Never touch your face, chin, rub your eyes, touch your hair etc., during the interview. These are signs of nervousness.

Regarding Answering the Questions Always be prepared to answer a few questions that are expected.

Speak slowly and clearly. Always make a short pause before you answer a question. This will help you to think, collect your thoughts and then answer accordingly. Always be prepared to answer a few questions that are expected. Never mug up the answers, it will appear very artificial when you start speaking.

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Regarding Conducting Yourself for the Interview Always be formal in your attire and behavior. Greet the interviewer and give a firm handshake if he/she offers you the handshake, maintain eyecontact and always smile while greeting. Always wait until the interviewer is seated and then take your seat. Avoid taking notes except for a specific name, address or telephone number. Do not keep anything on the interviewer’s desk or table. Listen to all the questions carefully and answer the questions in detail sincerely and be truthful in answering the same. Always be confident and be comfortable during the interviews. Try not to be nervous, as it may reflect badly to the interviewer. These days in many colleges, mock interviews are being conducted in order to prepare freshers to succeed in an interview.

Avoid taking notes except for a specific name, address or telephone number.

Always allow the interviewer to take the lead and always remember that you are applying for a job where in if you get selected then it will be a winwin situation for both you and the employer. If you feel that the interviewer has overlooked some points in your resume, make sure that you volunteer yourself to give all the information necessary to ensure that your strengths and qualifications are utilised in the right manner. Do not sell yourself too much or you may land up doing some tasks in which you may not be good at. There has to be a “Job-organisation fit” and “person-organisation fit” to a large extent. Always make a justified and realistic salary expectation matching your experience, qualifications, expertise etc. At times there are group interviews which are conducted then make sure you are maintaining eye-contact with the interviewers. Try to know each interviewer’s position before hand also. You may be interviewed more than once on the same day. This may be because you may undergo the second round and the final round thereafter.

Post-interview Communication After the interview is over try to conduct a self-a self-appraisal of your work. Try to introspect whether some changes are required in your resume or some answers should have been answered in a different way. It is advisable to send a thank you note to reaffirm your interest in the job you had applied for and also to thank the efforts made by the interviewers for having

At group interviews make sure you are maintaining eyecontact with the interviewers.

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At the time of the interview thank you note may or may not have effect on your selection.

conducted the interview. Normally on the day of the interview or at the time of the interview itself you will get to know if you are selected or not. So, thank you note may or may not have effect on your selection. Even then it is advisable to send a thank you note. The thank you note should be short and preferably typed. In case you have not heard from the interviewer by the deadline date then you can call up or send an email for status report. If no decision has been made your interest in the job will be known by your interviewer or prospective employer. Also, you need to know if someone else has been selected then you can continue your job search.

Review Questions

Review Questions

1. What are the different career concepts based on which you need to design your resume?

4. What are the resume mistakes which generally take place? How can these be avoided?

2. Which of the following five can be used in order to present or prepare your resume?

5. What are the points one needs to keep in mind in order to prepare for an interview?

3. What are the parts of a resume that recruiters generally require in a resume?

6. Wr ite a note on communication.

post

inter view

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity – all the students of the class can participate . The activity should be facilitated by a faculty and closely monitored by him/her. Every student should prepare a resume for two purposes. One could be the organizational study project or the main dissertation project and the other could be prepared with the purpose of applying for a job. After the students have prepared the resumes, the faculty can check each student’s resume individually and then help the student to rectify all the mistakes. While doing the above activity, the students should keep all the points mentioned in the chapter and avoid the resume mistakes which are generally made. Question: 1. What do you learn from this activity?

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E-mail Etiquette

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Introduction Advantages and Disadvantages of E-mail

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Why is E-mail Etiquette Required? Flaming Regarding Messages Regarding Attaching Files

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Regarding Emotions Regarding Masss E-mails Regarding Some Tips while Composing Mesages

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Review Questions Activity/Case Study

Key Terms Components of E-mail

Mass E-mails

Composing Messages

Flaming

E-mail Etiquette

Inflammatory Messages

Emotions

Professional Approach

Extreme Emotion

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Define e-mail and its features.  State the need for e-mail-etiquette.  Provide a list of Dos and Don’ts of e-mail etiquette while sending mails, replying to the mails, form and tone of emails, attachments etc.

 Make the reader aware of flaming.  Enable the reader to understand when email should not be sent.

Introduction Regarding e-mail: Meaning, content, highlights regarding e-mail. Electronic mail is all about sending/receiving messages around a network. Generally short messages, large documents, pictures/photograph, links etc., are sent or transmitted. It may contain text, audio, video files etc., It is powerful and the most advanced method of communication.

Advantages and Disadvantages of E-mail To begin with let us understand the advantages of e-mail: E-mail is not limited to text only, you can send video, pictures, greetings cards etc., to the recipient.

1. It is convenient to send e-mails to anyone and anywhere as far as you have the access and know the email address of the recipient. 2. It can be sent and received at an alarming speed. 3. It is in expensive. 4. It is not limited to text only, you can send video, pictures, greetings cards etc., to the recipient. 5. It also saves natural resources. On the other hand, there are lot of disadvantages: 1. It has limited accessibility. At times you may not have access. 2. There is a lot of junk mail menace which you may have to face. 3. There is no guarantee of privacy. E-mail lacks privacy.

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Why is E-mail Etiquette Required? It is required as it is an important tool for communication. It also helps to increase number of contacts. It enhances your professional approach with respect to communication. It helps improve your efficiency and your protection from any liability.

Dos and Don’ts of E-mail Etiquette

E-mail enhances your professional approach with respect to communication.

Dos 1. Always think about the contents of the mail before you sit down to type. 2. Keep your readers in mind. 3. You need to ensure that the content is relevant to all the recipients. 4. “To” should have concerned people. 5. “CC” for information only. It stands for Carbon Copy. 6. The subject line should be meaningful. 7. Try not to write more than, four to five words in the subject. 8. Have the right solution. 9. Be polite and write concisely. 10.Write short sentences. 11.Write full form of words always. 12 Use a font which is acceped professionally. 13.Use humour occasionally or sparingly. 14.Check for punctuation, spelling and grammatical errors. 15.Always set appropriate priority level like (!) as one of the signs which implies high importance. Don’ts 1. Avoid using “BCC” which stands for Blind Carbon Copy. 2. Never send chain letters. 3. Avoid requesting read or delivery receipts. 4. Never recall a message. 5. Do not send irrelevant messages.

It is better to send relevant message with a meaningful subject line.

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6. Do not mention urgent unnecessarily in the mail. 7. Avoid SPAM which is nothing, but electronic Junk mail, non-business related unsolicited mails. There are many disadvantages of spam mails which are as follows: a. It wastes employee’s time. b. It uses network bandwidth. c. It is difficult to control. d. It has in appropriate content. e. Never make personal comments about third parties. f.

Always avoid any arguments on email.

g. Regarding signature You should not have more than four signature lines. Every signature line should ideally have the following contents. h. Try to avoid using scanned images in a signature as these tend to be very large.

Regarding Replying to Messages Dos 1. Be patient with inexperienced email users. 2. Include a brief signature. 3. Always check carefully before replying too many recipients. 4. Delete information which you feel is not so important and is trivial. 5. Recipients need to have the appropriate software to read attachments. 6. Never make an opinion while reading, try to understand the contents carefully. 7. If you need a lengthy two-way communication, then you can use the phone. 8. If you need to forward an e-mail, then you can strip all the extra information if you wish to do so. 9. Do not reply in short vague message. 10.Do not reply when you are angry. 11.Never ignore if you receive a message which was intended for another person, you can just forword it with a short message.

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12.Never copy a mail to someone without taking permission. 13.Do not reply to any spam mails.

Regarding Form and Tone of Message Dos a. Always think and then carefully compose your message and think before you write. b. The subject line should not have more than four or five words and should be carefully composed. c. Always write to the point, short and direct e-mails. d. Wherever necessary, make use of bullets and short paragraphs. e. It’s better to spell out the month. f. Paragraphs should be clear and distinct. g. Signature should be different for business or personal communication. h. Also make sure that your peer reads for double proof-reading and also uses the auto spell-check option. Don’ts a. Never type in capital letters, it implies shouting. b. There is no need to send out the entire text from a web page, instead just mention the URL. c. Do not use very wordy language. d. Do not use abbreviations or acronyms.

Flaming Flaming means sending inflammatory messages in e-mail. It is an expression of extreme emotion. It is a kind of verbal attack in electronic form. It tends to create a great deal of conflict that spirals out of control. It tends to create a great deal of conflict that spirals out of control. It tends to affect observes in a very negative manner. You can control flaming. Some tips to control flaming are as follows: 1. Before you can send an email ask yourself “Would I say this to the person’s face?” 2. Always calm down before responding to a message that offends you as once you send the message it’s gone.

The communication in the message should be carefully composed with correct spellings, grammar and punctuation.

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3. Make sure you read your message twice and assume that you may be misinterpreted while proof reading. It is advisable to compose yourself before you compose the mail.

4. Never react. It’s quite rude to conduct arguments in public. 5. Always ignore the mail or call the person directly. Talking to the person directly helps a lot. 6. If you are using collective address, edit out the ones that don’t apply. It is advisable to compose yourself before you compose the mail.

How does one Respond to Flaming? 1. Take effort to empathise with the sender’s frustration and tell them they are right if that is true. Try to apologise if necessary. 2. If you feel you are right, thank them for bringing the matter to your attention. 3. Try to explain what led to the problem in question. 4. Avoid getting bogged down by details and minor arguments. 5. If you know that the situation is in the process of being resolved, let the reader know at the earliest.

Regarding Attaching Files Dos 1. Use attachments for messages more than two pages. 2. Never zip with small attachment out of habit or practice. 3. Always name the attachment appropriately. 4. First check with the recipient and then send large attachments. 5. If you are not sure of the file size, do not send it. Do not use emoticons or smileys in your official mail.

6. If you are attaching documents or picture files then keep the download size to a minimum. 7. It’s always advisable to create a hyperlink instead of sending heavy documents.

Regarding Emoticons Emoticons are combinations of keyboard characters that convey emotion when viewed. These can’t be used as substitute for clear and concise writing. Do not use emoticons or smileys in your official mail as they add an element of casualness and informality to the mail.

Chapter 10: E-mail Etiquette

Icons to Remember Read Message

Recurring Meeting

Unread Message

Appointment Reminder

Replied Message

Message for follow up

Appointment

Message Complete

Meeting

High Importance Message

Regarding Mass E-mails These are the e-mails sent to multiple recipients. It is always meant for multiple recipients and not one single person. These are generally informational messages to get in touch with the people easily.

Dos and Don’ts while Sending Mass E-mails 1. Always make sure that all the words have the right spelling. If it is American English which you are following, then maintain the consistency throughout and if it is British English which you are following, then maintain the consistency throughout. 2. Never make any personal comment or remark.

Examples of Bad Mass E-mails To: [email protected] From: [email protected] Subject: Attn Marc This is for marc only and if you are not him delete. Marc the ballgame the other day was just sweet, I know we are the Best team. Marc you are the coolest!!!!! Tim

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To: [email protected] To: [email protected] From: [email protected] From: [email protected] Subject: Officers Meeting (officers only) Subject: Officers Meeting (officers only) I was emailing you to tell you that we will have a meeting this I was emailing you to tell you that we will have a meeting this Thursday at MacDonald’s. We will be going over the months Thursday at MacDonald’s. We will be going over the months community service projects. community service projects. See you there. See you there Bob President Bob President

Examples of Good Mass E-mails To: [email protected] From: [email protected] Subject: The web page assignments As you all know the deadline for turning in the pages you are designing is March 24th. Please have these completed by this time. Hope everyone gets these done. ASAP Robbie

To:[email protected] [email protected] To: From:[email protected] [email protected] From: Subject:Problems Officers Meeting (officers Subject: at the club officeonly) I was emailing you to tell you that we will have a meeting this This week the construction going on around theover office hasmonths been Thursday at MacDonald’s. We will be going the sort of destructive. The power has been cut at the office and there community service projects. is no power. If you were planning on going by the office to work Seethe you there Please try next week. on project, Bob James President

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Regarding Some Tips while Composing Messages We all interact with the printed words as though it has a personality and that personality makes positive and negative impression upon us. Without immediate feedback, your document can be easily misinterpreted by your reader. So, it is crucial to follow basic rules of etiquette to construct an appropriate tone.

Tips 1. Always get to the point. Do not beat around the bush. 2. Keep it simple and always use star and simple sentences. 3. Use passive voice preferably. Active voice is used occasionally. 4. Always use non-discriminatory language. 5. Check your organization’s e-mail policy. 6. Once the mail has been sent, you will not be able to recover it. It’s always better to check before you hit the “send” button. 7. If you have received mails with large attachments, do not keep the mails on the server longer than necessary. 8. Always fill the “To” field after you complete proof reading your mails as you may accidentally hit the send button before finding your mail. 9. Always check the need, subject line and labels before sending. 10.Always know that what you write is public, it can’t be confidential. 11.Don’t send large attachments without a request being sent to you. 12.You need to change the subject line whenever you forward an e-mail, if required.

When you should not use E-mail a. When no agreement is reached. b. When the thread of the mails is longer than 5-6 mails. c. Text is longer than a page. d. Mail generates emotion. e. The context is not clear.

It’s always better to check before you hit the “send” button.

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Always Remember a. The e-mail you send may be forwarded on to almost anyone. b. It may be quoted, circulated and forwarded and acquire a level of importance that was never intended. c. Always be careful about what you write. You need to know that all the messages are meant for public reading.

Review Questions

Review Questions

1. What is e-mail? What are advantages and disadvantages of e-mail?

6. What do you understand by Flaming?

2. Why is e-mail etiquette required?

8. What do you understand by Emoticons?

3. What are the Dos and Don’ts of E-mail Etiquette?

9. What are the Dos and Don’ts to be remembered while sending mass e-mails?

4. What are the Dos and Don’ts regarding replying to messages?

10.Pr ovid e som e tips whil e com posing messages.

5. What are the Dos and Don’ts regarding form and tone of message?

11.When should you not use e-mail?

7. How does one respond to flaming?

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity- all the students of the class can take part in the activity. The activity should be closely monitored by a faculty. The faculty can give some inputs regarding different situations and ask the students to write different e-mails accordingly.Then the students can type the e-mails on their laptops or a common computer provided in the class. After this, the faculty can check all the e-mails and help the students make corrections if any mistakes are found. This activity will enable students to write e-mails independently and also help the students to know how to write subject line, salutation and signature etc. Question: 1. What do you learn from this activity?

Chapter 11: Client Interfacing Skills

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Client Interfacing Skills

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Introduction Regarding Building of the Brand

ENHANCEMENT OF WRITING SKILLS

Regarding Dressing PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Regarding Handshakes and Rules of Handshakes Effective Conversation Regarding Office Protocol

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Meaning of Negotiation Components of Negotiation Basic Approach to Negotiation

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Guidelines to Successful Negotiation Review Questions Activity/Case Study

Key Terms Building of the Brand

Edge Dressing

Effective Conversation

Dress Sense

Negotiation

Office Protocol

Rules of Handshakes

Tips of Dressing

Listening Skills

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

    

Make the reader aware of importance of creating organization’s image. Provide benefits of projecting a professional image. Make an effective conversation. Handle business situation with style and grace. Develop an action plan to improve your personal grooming with respect to professionalism.  Make the first impression of the client and know the nuances of a winning deal.  Enable the reader to make an impression even with a small talk.  Sell all concepts which matter in business related conversations.

Introduction Client interfacing skills are interactive discussion of manners and etiquette that we need to have while interacting with people.

Client interfacing is one of the most important roles that an executive plays in any organization. You are the brand ambassador of your organization, canvassing not only your personal image but the organizational image as well. Thus, it is very essential to know the nuances of etiquette and client interfacing. Client interfacing skills are interactive discussion of manners and etiquette that we need to have while interacting with people. The program takes care of the expectation and needs of executives who meet a lot of people. It also gives you practical tips on social and business dos and don’ts.

Regarding Building of the Brand You need to follow the following tips in order to make the first impression as your dress sense is important and it influences your personality and your client.

Tips 1. Always keep your shirts/dress clean always and pressed. 2. The order of your trousers should be either blue, black, khaki, tan, beige, brown etc., these are all acceptable colours in the corporate world.

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3. Belts should always match the shoes preferably either brown or black.

Socks should always 4. Socks are more important than we think, so the socks also should match the colour of always match the colour of the trousers. Always ensure the socks are the trousers. not torn. 5. The blazer also should always be either blue, black, brown or charcoal grey. 6. Also, the color of your shoes and belt must match. 7. Always polish your shoes regularly and include “Edge dressing” 8. A person is always judged by his/her footwear. So, be extremely careful about the footwear as your first impression is made by your footwear.

Dos and Don’ts Regarding Dressing For Men 1. Wear a jacket or blazer especially when you conduct business outside your office. Your authority always will make a high impact. 2. Always keep your hair and nails trimmed, clean, neat and tidy. 3. Always wear appropriate jewelry and wear minimum jewelry. 4. Always use a mild cologne, perfumes or a deodorant. 5. Always wear long-sleeved shirts under suit coats. 6. Do not wear ankle socks or light coloured socks with a dark suit. For Women 1. Wear comfortable and formal shoes and hosiery to complement your outfit. 2. Always wear natural looking makeup. 3. Wear appropriate jewelry; do not wear bangles and long earrings. 4. Always keep hair and nails trimmed and clean. 5. Never use a heavy perfume. 6. Do not have elaborate hairstyles. 7. Do not wear jeans or casual tights or legging in a formal business setup. 8. Do not wear unpleasant or dark colours or gaudy colours especially with big prints.

Women should not wear unpleasant or dark colours or gaudy colours especially with big prints.

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Some More Tips for Dressing For an important formal meeting, choose a white dress.

1. For Men: Business suit and ties are appropriate in all major cities. Wear dark coloured business suits in classic colours of grey and navy blue. For an important formal meeting, choose a white dress shirt, for less formal a light blue shirt will still give you a conservative appearance.  Men can wear jeans or khaki pants with a shirt for casual attire. 2. For Women: Women should wear wear a suit clothing and classic colours of navy blue, grey, ivory and white will keep you to give a confident and conservative appearance.  Rural areas and areas with extremely warm summers have more informal wardrobe requirements. Women can wear a half sleeves top/shirt (formal office wear) along with a knee length shirt. But the women may have to wear a sleeveless jacket along with the shirt preferably.  In a conservative set up like a rural or Indian offices set up it is advisable to wear a salwar kameej or saree as formal attire for women.

Regarding Handshakes and Rules of Handshakes A handshake should be firm and brief. It should be accompanied by a direct look into the eyes of the person whose hand he/she is shaking. Shaking hands occurs when introductions are made. Men and women are equal today in the workplace so a woman should always extend her hand while meeting someone. A handshake is appropriate while meeting on a street, at a social function or in a business setting. The rules of introduction are as follows: When one person is always introduced to another hand shake is the most common form of introducing one person to another. Basic Rules are as Follows: 1. A man is always introduced to a woman. 2. A young person is always introduced to an older person. 3. A less important person is always introduced to a more important person.

Dos and Don’ts Regarding Handshakes 1. Do not introduce people by first names only. 2. Display enthusiasm in introductions.

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More about Handshakes 1. Handshakes are the universally accepted business greeting. 2. Handshakes are the only acceptable physical contact for men and women in the business area. 3. Keep the fingers together with the thumb up and open. 4. Slide your hand into the other person’s hand so that each person’s web of skin between thumb and forefingers touches the other’s web of skin. 5. Squeeze firmly. 6. If you are confused regarding “the handshake initiative” when you are in a group then the colleague higher up the corporate hierarchy always has the “handshake initiative” or the right to offer his or her hand first. 7. If you approach a group of people, you should always extend your hand and introduce yourself.

If you approach a group of people, you should always extend your hand and introduce yourself.

8. To show respect, always extend your hand to the older individuals first.

Effective Conversation Meaning of conversation Conversation is an exchange of thought, use the words-stop, look and listen.

Dos and Don’ts 1. Limit the use of the word letter “I” in your conversation so automatically it doesn’t portray a self-centred image about yourself. 2. Introduce yourself before the conversation begins, make eye contact and smile. Always listen before jumping into conversations.

Tips on How to Make an Impression with a Small Talk 1. Include all the people present in the conversation. 2. Practise active listening skills. 3. Always read the paper so that you know what’s going on in the world thus it can become a basis for conversation with strangers. 4. A good way to encourage conversation with strangers at a table or party is to ask advice.

A good way to encourage conversation with strangers at a table or party is to ask advice.

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Regarding Office Protocol 1. Know how to organize your work and priorities also. Always be responsible for all the work you do or delegated to you.

2. Know the chain of command. 3. Always be familiar with all the “need to know” aspects of your organization. 4. Always do your work efficiently. 5. Always maintain your integrity at work. 6. Always maintain morality at work. 7. Always be responsible for all the work you do or delegated to you.

Meaning of Negotiation Negotiation is a process in which two or more individuals or groups propose and discuss thereby arriving at a possible agreement for specific terms. The individual/s or group/s may have a few common goals or at times have conflicting goals.

Negotiation is a Skill It is a skill in which not everyone is good at. One needs to be convincing and also should have effective communication skills to put forth the ideas, opinions, proposals etc.

Aim of Negotiation One needs to explore a business situation in order to find a solution that is acceptable to both the parties having common or conflicting goals.

When does Negotiation Occur? Negotiation occurs during following situations: 1. When strategy alliance is decided with another firm. 2. When some new rules are introduced in an organization like leaves, log in hours holidays etc. 3. When salary package is decided between the employer and prospective employee. 4. When a raise in salary package like increment is decided between employer and employee.

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5. Relocating an office to a new location. 6. When a business transaction is made between two parties like sales, acquisition, take over, etc.

Components of Negotiation The negotiation can be effective when all the components of negotiation are implemented. These components are nothing but the skills required for negotiation. They are as follows: 1. Clear Communication 2. Listening 3. Understanding 4. Speaking 5. Patience

Clear Communication Clear Communication basically means communicating without any ambiguity. It should not be vague and should be very effective.

Listening If a person is a good listener then only he can be a good speaker and therefore good communicator. This implies that the outcome is good negotiation skills. So, we can say that if a person is a good listener then he can be a good negotiator also. There should be no If there is good understanding between both the parties, then the negotiation assumptions, pretakes place effectively. There should be no assumptions, preconceived conceived notions, notions, inhibitions, mental block etc., there the understanding is effective. inhibitions, mental block etc.

Understanding

Basic Approach to Negotiation I would like to quote a few lines of the poem “I am happy, you are happy” written by Dr. Subhash Sharma in his book “Shunya Poems”. The poem communicates the idea of the mantra for success in a competitive situation. If you follow this simple step then the negotiation takes place very well. It teaches the idea, “I grow, you grow” and not “I grow and you don’t grow”

Idea of the mantra for success in a competitive situation is “I grow, you grow.”

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which has a very negative connotation. So, the win-win or Integrated approach is the most suitable approach for negotiation. It is also known as collaborative approach.

Basic Steps to Negotiation 1. Getting acquainted 2. Statement of goals and objectives 3. Starting the process 4. Expressions of disagreement and conflict 5. Reassessment and compromise 6. Agreement in principle or settlement These steps can be explained as follows:

1. Getting Acquainted Knowing each other before negotiation always helps both the parties.

It the negotiating parties already know each other well then the negotiation takes place smoothly. So, knowing each other before negotiation always helps both the parties.

2. Statement of Goals and Objectives The goals and objectives of both the parties are very important so, if they are matching, it is good for both the parties. However, if they are not matching then both the parties can sit together and negotiate without any conflict. A conducive environment needs to be built characterized by co-operation and trust.

3. Starting the Process Before the negotiation takes place, listening and understanding is important so that it’s a win-win situation.

4. Expression of Disagreement and Conflict D iff er ent pr ints of view need to be discussed in such a way that an amicable situation is arrived at.

It’s fine to have disagreement and conflict but it needs to be handled well. Different prints of view need to be discussed in such a way that an amicable situation is arrived at.

5. Reassessment and Compromise The pros and cons need to be analysed and some compromises will have to be made during the process of negotiation.

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6. Agreement in Principle or Settlement The agreement verbally done between the two parties should be put in paper. Then the authorities almost of the same level from both the parties can make and sign the agreement in writing.

Guidelines for Successful Negotiation In the corporate world, you must negotiate constantly with clients, suppliers, colleagues and supervisors. If you follow the following points, you will be able to successfully use your negotiation skills and arrive at business decision: The negotiations should have corporate goals in mind like identification of most important goal, identification of alternatives, if a compromise is arrived at then the compensation which would be given needs to be known.

Communication Regarding Strengths You should communicate your own strengths and you should always be honest and trustworthy which establishes your credibility further. Right time needs to be identified and utilized effectively. You need to decide when to pitch in so that the negotiation happens effectively. If argument is done at the wrong time then it will be ineffective.

One should always be honest and trustworthy which establishes your credibility.

Be Fair and Objective You need to be fair and objective, one need to be calm and composed during the negotiation process. You need to focus on the negotiation and the subject or topic which are being discussed and not on the negotiator. You should not react if you feel instigated. This is very important to ensure that you are a patient listener Good listening gives a fair chance to the speaker to express his views properly and accurately. Also, the speaker feels that he is heard seriously and importance is given to the speaker.  Always ask questions to ensure that you are knowing all the details well. After all “asking is knowing”.  Ask opinions so that others feel that they were given the necessary importance and they will also feel happy.  When you ask questions; always ensure that you have understood in the right manner. You may ask questions like, “Am I right”, “Am I on the right track” etc.

You need to focus on the negotiation and the subject or topic which are being discussed and not on the negotiator.

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Usage of Visual Aids during Arguments While arguing, ensure that you are using visual aids to support your arguments like graphs, diagrams, charts, etc.

Usage of Tactful Words Choose your words carefully and speak tactfully in order to ensure that the conversation is effective.

Compromise is Not a Defeat During the negotiation, don’t think that if you are compromising, then it’s a defeat. It’s just a compromise you have done.

Conclusion Conformation and Summary Always ensure that you are summarizing and reconfirming all the points relevant to the negotiation. These points are always in the minds of both the negotiating parties.

Review Questions

Review Questions

1. Provide a few tips regarding building of the brand with respect to dressing in a business scenario. 2. What are the Dos and Don’ts regarding dressing for men and women?

3. Write a note on handshakes and rules of handshakes. 4. Provide a few tips on how to make an impression with a small talk. 5. Provide a few points regarding office protocol.

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity, two participants are required for small talk activity as well as handshake activity. Some designations and different ages can be assumed for different students having different years of experience. Then the students can practice handshake activity and small talk activity. Question: 1. What do you learn from this activity?

Chapter 12: Dining Etiquette

Dining Etiquette

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Introduction Stepwise Tips for Dinning Etiquette

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Basics of Dinning Etiquette Review Questions Activity/Case Study

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Key Terms Dining Etiquette

Passing Etiquette

Ordering Etiquette

Beverage Etiquette

Seasoning Etiquette

Basics of Dinning

Cutlery Etiquette

Napkins Etiquette

Eating Etiquette

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Have a thorough knowledge on the aspects of dining etiquette.  Learn about stepwise tips of dining etiquette.  Understand the basics of dining etiquette.

Introduction Dinner or lunch make successful business transactions across the table.

Dining etiquette is the most important of all the manners and which you must know and inculcate in yourself. If you are able to dine gracefully with your client then half the battle is won! At times, you are observed whether you can handle stress. While having dinner or lunch make successful business transactions across the table.

Stepwise Tips for Dining Etiquette When cutting a piece of food, place your fork in your left hand with the handle hidden in the palm of your hand and the fork tines down.

Step One Place the knife in your right hand with the handle hidden and the serrated edge facing the plate.

Step Two After cutting the piece of food, lay your knife across the top of your plate with the serrated edge facing you. Transfer the fork from your left hand to your right with the fork handle now showing between your index finger and thumb and the tines facing up.

Step Three After chewing and swallowing the food, repeat the first three steps.

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Step Four When you choose to lay your utensils down to rest or to listen more intently to the people with whom you are dining, the “rest” position is to place your knife across the top of the plate with the serrated edge towards you. Place your fork, tines up, with its handle resting on the lower right side of the plate.

Some More Tips Always remember to keep with pace of others. While meeting someone in a restaurant, wait in the lobby unless otherwise requested. If you are the first to be seated, wait until everyone has arrived before ordering a beverage. Determine the price range by asking the host, “What do you recommend?” Order an appetizer or desert if your host suggests it. Knives and spoons on the right, forks and napkins on the left. Use cutlery from the outside in remember “b” (bread on left) and “d” (drinks on right). Formal Dinner Setting Table WATER GOBLET RED WINE WHITE WINE

Figure 12.1: Formal Dinner Setting Table

BUTTER SPREADER BREAD & BUTTER PLATE

NAPKIN

SALAD FORK DINNER FORK DESSERT FORK

SOUP SPOON TEASPOON DINNER KNIFE SOUP BOWL SERVICE OR DINNER PLATE

Regarding Arrival Always arrive fifteen minutes early and make sure you are standing when the client arrives and reaches out to shake his/her hand.

Regarding Napkin You can use the following tips to use the napkin: Wait for the host to make the first move, leave main fold in place away from your body, and never flap the napkin. When you leave the table, rest

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the napkin on your chair. When finished with your meal, do not refold the napkin. Leave it to the left of your plate.

Regarding Ordering Drink orders are taken first. It’s better you don’t order alcohol. If your host is drinking alcohol, drink at the ratio of 1 (of yours) to 2 (of theirs). It’s usual to spend five to ten minutes tacking before opening the menu after drinks are ordered. Follow the lead of your host while looking at the menu order the same number of courses as your host (i.e. salad, main course, beverages). If unsure of price range ask the host what they recommend. Avoid the wild food.

Basics of Dining Etiquette Regarding Cutlery Don’t wave your knife in the air to make a point, and don’t put silverware partly on the table and partly on your plate. Once a piece of cutlery is picked up off the table it should never touch it again.

Regarding Napkins Do not blot and rub. Don’t wave it around or flap, gently unfold and leave it on your lap. When you leave the table remember to lay on your chair and when finished, loosely lay it to the left of your plate.

Regarding Chewing Never chew with your mouth open. Even if you feel you must add your words at the perfect moment, wait until you have swallowed. Always thank your waiter or waitress.

Regarding Passing Seasoning or Cutting Your Food 1. Salt and Pepper Shakers: They are married, pass them together. Don’t divorce the salt and pepper. 2. Passing: Offer to the left and then go to the right. 3. Seasoning: Only after you taste the food first. 4. Cutting: Cut your food only enough for your mouthful.

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5. Eating: Pace yourself well! When your host is done you are done. Do not flip or tuck your tie. Always ask for items to be passed. Never try to reach across the table. 6. Soup: Scoop with the spoon tilted away from you. Don’t slurp, drink or dribble. Don’t blow on it if it is hot and do not crush crackers in it. When done, leave the spoon in the soup plate or rest it on the saucer if it is a soup cup.

Review Questions

Review Questions

1. Provide stepwise tips for dining etiquette. 2. Provide a few basics of dining etiquette.

3. Provide a few tips on passing salt and pepper shakers.

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity- five to six students can participate in the activity. The students can enact a few tips while some of the tips need to be practiced two to three times in an academic year after getting some food in the mess/cafeteria so that students gain practical knowledge of dining etiquette. Question: 1. What do you learn from this activity?

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Chapter 13: Cultural Sensitivity

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Cultural Sensitivity BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives What is Cultural Sensitivity? Meaning of Culture

ENHANCEMENT OF WRITING SKILLS

PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Discriminatory factors to be Avoided Cross Cultural Communication Sexual Harassment Review Questions

RESUME WRITING SKILLS

CULTURAL SENSITIVITY

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Cultural Sensitivity

Cross-cultural Communication

Ethnocentrism

Racism

Sexism

Ethnicity

Prejudice

Stereotype

Sexual Harassment

Key Terms

Activity/Case Study

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

    

Understand the definition and meaning of cultural sensitivity. Learn to be politically correct. Interact with people of varying cultural backgrounds. Bridge cultural gaps. Know about social and business do’s and don’ts.

What is Cultural Sensitivity? “It means being aware that cultural differences and similarities exist and have an effect on values, learning and behavior.” Stafferd, Burman, E king hanna & hopes—De fede (1997) If you are culturally sensitive, you will be able to identify the target audience and behave accordingly. You could also comfortably interact with people from all cultural backgrounds and will always get into a “win-win” interaction.

Why does One Need to be Culturally Sensitive? The following are the reasons: 1. It is a key to successful cross-border management. 2. You should operate across linguistic and cultural borders. 3. You can adopt your personal management style. 4. Cost to a company when communications breakdown. 5. Managers will be capable of working globally.

What is Culture? Culture is what we live with everyday and bring with us to the workplace.

Culture means values, norms, artifacts, manners, attitudes, behaviours, Knowledge and values. Culture is a social adhesive. It is what we live with everyday and bring with us to the workplace. Culture is a silent language and has a lot of cultural factors associated with an individual.

Chapter 13: Cultural Sensitivity

There are verbal and non verbal aspects associated with culture. Verbal aspects include identity, emotions, attitudes etc. Language is linear, single channel and rule governed. Behaviour is always non-linear, multi-channel and open to interpretation. Cultural Sensitivity is all about accepting others gradually in a professional environment. It is the ability to be open to learning about multi-cultural groups and accepting the groups.

Importance of Knowing You Counterparts Make sure you know your counterparts’ cultural background and which country they hail from. Every country has its own norms and ethics. In fact every family has its own value system and trying to understand the person before making remarks or statements is important.

Background Knowledge Background knowledge of each and every country helps in interaction with the counterparts. In fact the important faces, places and people of a country could also play a role in the small talk or discussion. Exposure to the general work culture and ethics is important.

Regarding Attitude Having a right attitude towards everything is very important and attitude toward people you interact with makes a big difference.

Discriminatory Factors to be Avoided The following discriminatory factors should be avoided at work place: Racism, prejudice, sexism, culture, stereo type, ethnocentrism and ethnicity. Meaning of all the above discriminatory factors is as follows: 1. Racism: It is a belief or doctrine that inherent differences among the various human races determine cultural or individual achievement, usually involving the idea that one’s own race is superior and has the right to rule others. 2. Prejudice: It refers to prejudgment i.e., making a decision before becoming aware of the relevant facts of a case. In recent times, the

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Culture is the ability to be open to learning about multi-cultural groups and accepting the groups.

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word has come to be most often used to refer to preconceived, usually unfavorable judgments towards people or a person because of gender, social class, age, disability, nationality or other personal characteristics. A job applicant may face discriminatory hiring practices.

3. Sexism: It is prejudice or discrimination based on a person’s sex. Sexist attitudes may stem from traditional stereotypes of gender roles and may include the belief that a person of one sex is intrinsically superior to a person of the other. A job applicant may face d iscr im inator y hiring practices or if hired receive unequal compensation or treatment compared to that of their opposite sex peers. Extreme sexism may foster sexual harassment, rape and other forms of sexual violence. 4. Culture: The culture of a country, is the way people live in that country. It includes Languages religions, dance music, architecture, food, customs etc..

Ethnocentricism is a major reason for divisions among members of different ethnicities, races and religious groups in society.

5. Stereotype: A stereotype is a thought that may be adopted about specific types of individuals or certain ways of doing things, but that belief may or may not accurately reflect reality. 6. Ethnocentrism: It is judging another culture solely by the values and standards of one’s own culture. The ethnocentric individual will judge either groups relative to his or her own particular ethnic group or culture, especially with concern to language, behavior, customs and religion. 7. Ethnicity: It relates to cultural facts such as nationality ancestry, language and beliefs. 8. Language: It is very important from the perspective of culture. Exposure to the spelling, the accent and specific words can help in bridging the culture to language in pertinence to the situation and culture can bring in value and credibility.

Cross-cultural Communication The following are the ways to facilitate communication a cross-cultural boundaries: 1. Recognise the differences 2. Build self-awareness

Chapter 13: Cultural Sensitivity

3. Describe, identity and then interpret but never assume that your interpretation is correct. 4. Try to verbalise your own non-verbal signs. 5. Share your experience honestly. 6. Acknowledge any discomfort, hesitation or concern. 7. Practice politically correct communication. 8. Given your time and attention when communicating. 9. Do not evaluate or judge.

Remember that Cultural Sensitivity Leads to Cultural Competence The following are the key areas for improving cultural sensitivity: 1. Flexibility: Adapting behavior and communication styles. 2. Perceptiveness: Paying attention to verbal and non-verbal cues. 3. Quickly interpret these cues 4. International English 5. Rapport 6. Information gathering 7. Conflict Management.

When in Rome, Do as the Romans Do? This can be difficult in applying in real life because if you have to work in countries where time is the parameter to assess your professionalism then it becomes very challenging to adhere to the timings strictly. But you will have to adapt yourself thoroughly well to the instructed timings.

Usages of Politically Correct Language It means to be language sensitive to those who are different from oneself.

Dos and Don’ts Regarding Communication 1. Be very careful not to offend the opposite sex at work. 2. Never discuss personal matters during business negotiations/working hours. 3. Business people can be very blunt and will not hesitate to say no.

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4. Do not speak in your local language. 5. The back slap should always be interpreted as a sign of friendship and camaraderie. 6. Direct eye contact conveys that you are there although it should not be too intense. 7. Compliments are exchanged frequently and are popular “conversation starters”. 8. Jokes are usually welcome but you should be careful if you are not good at it. 9. Ethics and religious humour is best avoided. The Following are the Topics to be Avoided in an Office Never say ‘minorities’ when describing the groups, always mention the name like ‘Native Americans’, ‘Indians’ etc.

Till you know a person well it’s better to avoided discuss religion, politics or other controversial subjects i.e., abortion, racism, sexism etc. The Following are the Topics of Conversation which are Most Welcome A person’s job/work-related matters, sports, music, movies, travel, food etc. You need to be very careful about what you say and use politically correct vocabulary always. A person who isn’t politically correct may leave the impression that he/she is ignorant. Meaning of Discrimination When you treat someone different because of his or her religion, race or gender it is considered discrimination. Political Correctness The politically correct term for homosexual is ’gay men’ or ‘gay Women’. Never say ‘minorities’ when describing the groups, always mention the name like ‘Native Americans’, ‘Indians’ etc. Do not use ‘negroes’ and ‘Orientals’. Use hyphenated terms such as African, Caribbean Americans and Asian-American. Use Physically challenged instead of crippled or handicapped. Use speech impaired or hearing impaired instead of deaf and dumb. Avoid using chairman or businessman; instead say chairperson or business person.

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Sexual Harassment Legal obligation of every employer to provide a workplace that is free from sexual harassment. Different types of behavior could be Sexual Harassment as follows: 1. Material that is sexual in nature. The victim of sexual harassment should send e-mail to the grievance call.

2. Comments about peoples bodies. 3. Pressure for dates. 4. Unwelcome touching and hugging. 5. Obscene phone calls. 6. Subtle or overt pressure for sexual favours. 7. Demanding sexual services. 8. Intrusive questions. 9. Displaying pornography. 10.Sexual assault If you are sexually harassed, then you need to tell the harasser to stop and you need to fight back. You need to send a mail on the official email id of grievance cell provided by the H.R. department. You need to keep notes describing each incident. You can lodge a complaint with the chairperson and find victims or other victims of the harasser who will support you.

Review Questions

Review Questions

1. What do you mean by cultural sensitivity? 2. Why does one need to be culturally sensitive? 3. What do you mean by culture? 4. What are the discriminatory factors which should be avoided at work place? Explain each discriminatory factor in short. 5. What do you understand by cross cultural communication?

6. What are the Dos and Don’ts regarding communication with respect to cultural sensitivity? 7. What d o you understand by Discrimination? 8. What do you understand by political correctness? 9. What are the different types of behavior that could be sexual harassment?

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Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity-five to six students can participate in the activity. The students from different states can enact as if they are marketing managers from different states and working for an MNC chain. The conversation should be about a business deal with an international customer from another country and then across the table during a business meeting while having dinner. Keep in mind the Dos and Don’ts regarding communication mentioned in the chapter. Question: 1. What do you learn from this activity?

Chapter 14: Corporate Etiquette

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Corporate Etiquette

BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Meaning of Etiquette Interpersonal Etiquette at Workplace

ENHANCEMENT OF WRITING SKILLS

Regarding Dress PRESENTATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Regarding Personal Hygiene Regarding Punctuality Regarding Use of Mobile Phones

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

Regarding Conversations Composure Review Questions Activity/Case Study

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

GRAMMAR FOR SUCCESS

ACTIVITIES

Key Terms Business Etiquette

Etiquette Regarding Dress

Profane Speech

Conversation

Composure

Mobile Phone Etiquette

Queue Etiquette

Personal Hygiene

Punctuality

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Learn about basic etiquette at work.  Understand corporate culture and philosophy.  Discuss the importance of interpersonal interaction.

Meaning of Etiquette Etiquette means the conventional rules of behaviour in polite society.

Interpersonal Etiquette at Workplace Colleagues should be treated courteously and super ior s with dignity and respect.

Interpersonal skills are paramount as one has to interact with people of many backgrounds and mindsets. Colleagues should be treated courteously and superiors with dignity and respect. The use of first or surnames is generally dictated by the office ethics. But you should know that use of a first name does not confer familiarity.

Regarding Dress Always abide by the d r ess cod e of the organization you work for.

You should never underestimate the importance of dress in the business area. Always abide by the dress code of the organization you work for. If you are in doubt, take lead from your superiors. Being wrinkled, unshaven or unkempt communicates/intentionally or not that you don’t care enough about the situation, the people or the company to present yourself respectably.

Regarding Personal Hygiene Body odour is a problem for everyone around. Good personal hygiene and the use of a deodorant is highly recommended in climates like “ours”.

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Regarding Punctuality Punctuality means a lot. It is basic courtesy to keep one’s appointments in a timely manner. Being too early is as irritating as being late. It is rude to check your watch constantly. If you can’t keep an appointment please call ahead of time and cancel.

If you can’t keep an appointment please call ahead of time and cancel.

Regarding use of Mobile Phones Speaking on mobile phones is not allowed on the office floor in most client engagements. Learing cell phones to ring at the work place is a disturbance to everyone. It is impolite to answer the phone when you are in a meeting or discussion. If the call is urgent and will require more than a minute of your time, move a slight distance away. Keep your voice low when talking in public.

It is impolite to answer the phone when you are in a meeting or discussion.

Regarding Conversations Always wait for your turn and do not interrupt by saying ‘Please’ and ‘Thank you’ often. Always speak when spoken to, do not talk about private things in public. Remember to smile and stand up straight. Never eat a chewing gum; it creates a very bad impression of yourself.

Composure Avoid slang and profane speech. Do not swear shout or loose your temper. Always keep your anger in check which is the action of all civilized individuals. Always show respect to seniors and show preference to your seniors. Always, chew with your mouth closed. Clean up after yourself. Always wash mug after use. Pick up your dishes after eating. Do not pick anything which includes nose, ears, belly button, teeth, toes etc. Do not scratch yourself either in public. Always thank the person when a door is held open for you. Smoke only in the areas allotted for smoking. Don’t spit just anywhere. Never point or stare at anyone. It is very rude to do that. Always stand in a queue and follow queue etiquette. Always, the last one out switches off the lights. Do not touch/fiddle with others’ possessions unless invited to.

Always show respect to seniors and show prefer ence to y our seniors.

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The following Six Phrases will always help you to connect with people at workplace: 1. Thank you 2. Please 3. Excuse me 4. After you 5. I’m sorry 6. Let me help you with that Always, make sure you use them liberally.

Review Questions

Review Questions 1. What do you mean by etiquette?

2. Write a note on Interpersonal etiquette at workplace. 3. Write a note on dress with respect to Interpersonal etiquette at workplace. 4. Write a note on personal hygiene with respect to I nter personal etiquette at workplace.

5. Write a note regarding punctuality with respect to Interpersonal Etiquette at work place. 6. Write a note on use of mobile phones with respect to I nter personal Etiquette at workplace. 7. Write a note on composure with respect to Interpersonal etiquette at workplace. 8. Write a note on conversation with respect to Interpersonal Etiquette.

Activity/Case Study

Activity/Case Study Activity:

Number of participants required for the activity - Five to Six students can participate in the activity. The students can enact a conversation between a manager and his/her team-member. The conversation should be a conversation over mobile phone. Use the six phrases mentioned in the chapter which help to connect with each other. Question: 1. What do you learn from this activity?

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Grammar for Success BUSINESS COMMUNICATION

CONTEMPORARY ISSUES IN BUSINESS COMMUNICATION

INTERPERSONAL COMMUNICATION SKILLS

WRITING SKILLS

Chapter Objectives Topics to be Covered What are the Sentences Made of?

ENHANCEMENT OF WRITING SKILLS

Noun- Basic Principle PREPARATION SKILLS

REPORT WRITING

PRESENTATION SKILLS

Degrees of Adjectives Subject verb Agreement Pronouns Prepositions

RESUME WRITING SKILLS

E-MAIL ETIQUETTE

CULTURAL SENSITIVITY

CORPORATE ETIQUETTE

Conjuctions

CLIENT INTERFACING SKILLS

DINING ETIQUETTE

GRAMMAR FOR SUCCESS

INDEX

Review Questions Activity/Case Study

Key Terms Parts of Speech

Question Tags

Correlative Conjunctions

Usage of Grammar

Phrase Verbs

Modal Rule

Time Prepositions

Sentence Construction

Subordinate Conjunctions

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Chapter Objectives

Chapter Objectives

After studying this chapter, the student will be able to:

 Understand the nuances of English Grammar.  Consciously reduce the Common Errors.  Practice speaking and writing accurate English.

Topics to be Covered  Parts of speech  Correct usage of grammar  Sentence construction tips  Aspects of writing & punctuations

What are the Sentences Made of?  Nouns  Verbs  Adjectives  Adverbs  Pronouns  Preposition  Conjunction  Articles

Nouns A noun is a “person, place, thing, idea or concept”. Activity 

Which of the following are nouns? 



Beauty, Imagination, Christmas, Ideas

What are the various kinds of nouns?

Chapter 15: Grammar for Success



Name any five nouns whose plurals end with “ves”



Name any five nouns whose plurals end with “es”



When does a plural noun end with “ies”? Give five examples.

Activity 

Which of the two is correct? 

The bus’s seats are very uncomfortable.



The bus’ seats are very uncomfortable.



How would you rewrite the above sentence if we used the plural form of ‘Bus’?



What is the plural of the following words? 

Child, sheep, deer, ox, cactus, crisis, phenomenon

Nouns - Basic Principle Most nouns change their form to indicate number by adding “-s” or “-es” For example:

truth – truths echo – echoes

 There are other nouns which form the plural by changing the last letter before adding “s”.  Words ending in “f” form the plural by deleting “f” and adding “ves”.  Words ending in “y” form the plural by deleting the “y” and adding “ies”.  You can form the possessive case of a singular noun that does not end in “s” by adding an apostrophe and “s” as in the following sentences: 

The red suitcase is Cassandra’s.

 You can form the possessive case of a singular noun that ends in “s” by adding an apostrophe alone or by adding an apostrophe and “s” as in the following examples: 

The bus’s seats are very uncomfortable.



The bus’ seats are very uncomfortable.

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 You can form the possessive case of a plural noun that does not end in “s” by adding an apostrophe and a “s” as in the following example:  The children’s mittens were scattered on the floor of the porch.  You can form the possessive case of a plural noun that does end in “s” by adding an apostrophe: The janitors’ room is downstairs and to the left.



Types of Nouns with Examples

Table 15.1: Types of Nouns with Examples

Type

Example

Proper Noun

Samantha

Common Noun

Cupboard

Concrete Noun

Judge

Abstract Noun

Childhood

Countable Noun

Chairs

Degrees of Adjectives The degrees of comparison are known as: 

The positive



The comparative & the superlative

For example: rich, richer and richest lovely, lovelier and loveliest beautiful, more beautiful and most beautiful Irregular forms of the comparative and superlative degrees Irregular Comparative and Superlative Forms Table 15.2: Examples of Irregular Forms of the Comparative and Superlative Degrees

good

better

best

bad

worse

worst

little

less

least

much, many, some

more

most

far

further

furthest

Chapter 15: Grammar for Success

Less versus Fewer 

Fewer-when we’re talking about countable things.



Less- when we’re talking about measurable quantities that we cannot count.

For example: “She had fewer chores, but she also had less energy.” 1. Questions and Question tags Open-ended questions: Open-ended questions are the ‘wh’ questions 

WHO and WHAT - gives the noun



WHERE - gives the place



WHEN - gives the time



WHY - gives the reason



HOW - gives the mode

2. Close-ended Questions For example: “You are married?” with a rising intonation. 

‘You are married’ is a statement. To make it a question, the word order has to be changed to ‘Are you’.

Question Tags Basically we use question tags in three ways: 1. To verify information; when we are fairly certain of a fact and want merely to check it. For example: 

They didn’t stay, did they?



You’re a Sagittarius, aren’t you?



She isn’t French, is she?

2. To ask someone to do something [often this is used when we want someone to agree with what we say.] For example: 

He’s ugly, isn’t he?



You’re clever, aren’t you?

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3. To show surprise in a negative way when we cannot really believe something is true. [We use this only in negative sentences.] For example: 

You’re not marrying her, are you?



You aren’t going to Denver, are you?

While responding to a question tag, one should always respond to the statement and not to the question tag. For example: You were awake at 6:00 am, weren’t you?  If the answer to the main statement is positive, then the response should be “Yes, I was.”  If the answer to the main statement is negative, then the response should be “No, I wasn’t awake.”

Phrasal Verbs Definition Phrasal verbs are verbs that are not complete without the addition of a preposition, or a particle. Separable Phrasal Verbs The object may come after the phrasal verb or it may separate the two parts. For example: 

Call us back



Pick it up



Put it away



Put her through

Inseparable Phrasal Verbs With the following phrasal verbs, the lexical part of the verb (the part of the phrasal verb that carries the “verb-meaning”) cannot be separated from the prepositions (or other parts) that accompany it. For example: 

“Who will look after my estate when I’m gone?”

Chapter 15: Grammar for Success

Subject Verb Agreement Basic Principle Singular subjects need singular verbs and plural subjects need plural verbs. For example: 

A book is lying on the table.



My friends are here for dinner.

Rule 1 The indefinite pronouns anyone, everyone, someone, no one, nobody are always singular and, therefore, require singular verbs. For example: 

Everyone has to be here on time.



Somebody is playing guitar.

Rule 2 Some indefinite pronouns — such as all, some — are singular or plural depending on what they’re referring to. (Is the thing referred to countable or not?) For example: 

Some of the books are torn.



Some of the water is contaminated.

Exception to Rule 2 There is one indefinite pronoun, none, that can be either singular or plural; it doesn’t matter whether you use a singular or a plural verb — unless something else in the sentence determines its number. For example: 

None of you claims responsibility for this incident?



Some pronouns like everybody, everyone, every and each are always singular and require a singular verb.

For example: 

Each of the students is responsible for doing his or her work in the library.



Everybody is here to attend the meeting.

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Phrases such as “together with”, “as well as”, and “along with” are not the same as AND. For example: 

The mayor, as well as his brothers is going to prison.



The mayor and his brothers are going to jail.

The pronouns neither and either are singular and require singular verbs even though they seem to be referring, in a sense, to two things. For example: 

Neither of the two traffic lights is working.



Which shirt do you want for Christmas?

When ‘nor’ or ‘or’ is used, the subject closer to the verb determines the verb form. For example: 

Either my father or my brothers are going to sell the house.



Neither my brothers nor my father is going to sell the house.



Are either my brothers or my father responsible?



Is either my father or my brothers responsible?

The words there and here are never subjects. For example: 

There are two reasons [plural subject] for this.



There is no reason for this.



Here are two apples.

Words such as glasses, pants, pliers, trousers, jeans, shoes, gloves and scissors are regarded as plural (and require plural verbs) unless they’re preceded by the phrase ‘a pair of.’ For example: 

My glasses were on the bed.



My pants were torn.



A pair of blue jeans is in the closet.

Chapter 15: Grammar for Success

Some words like athletics, economics, mathematics, physics, statistics, measles, mumps, and news end in -s and appear to be plural but are really singular and require singular verbs. For example: 

The news from the front is bad.



Statistics is among the most difficult courses in our program.

Some words ending in -s refer to a single thing but are nonetheless plural and require a plural verb. For example: 

My assets were wiped out in the depression.



The average worker’s earnings have gone up dramatically.



Our thanks go to the workers who supported the union.

With fractions, percentages and indefinite quantifiers, the verb agrees with the preceding noun or clause. With singular or non-count nouns or clauses, use a singular verb: For example: 

The entire book seems relevant to this study.



All the information is correct.



With plural nouns, use plural verbs: 

One third of the students have graduate degrees.



Fifty percent of the computers have CD-ROM drives.



Many researchers depend on grants from industry.

Expressions of time, money and distance usually take singular verbs. For example: 

$10 is a great deal of money to a child.



Ten kilometers is too far to walk.



Six weeks is not long enough.

Adjectives preceded by the and used as plural nouns take plural verbs. For example: 

The rich get richer.



The poor have many troubles.

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Pronouns Types of Pronouns with Examples Types

Table 15.3: Types of Pronouns with Examples

Examples

Subjective Personal Pronoun

‘I ’, ‘y ou’, ‘she’, ‘he’, ‘it’, ‘we’, ‘you’, ‘they’.

Objective Personal Pronoun

‘me’, ‘you’, ‘her’, ‘him’, ‘it’, ‘us’, ‘you’, and ‘them’.

Possessive Pronoun

‘mine’, ‘yours’, ‘hers’, ‘his’, ‘its’, ‘ours’, and ‘theirs’.

Demonstrative Pronouns

‘this’, ‘that’, ‘these’, and ‘those’. ‘This’ and ‘that’, ‘these, and ‘those’,

Interrogative Pronoun

‘who’, ‘whom ’, ‘which’, ‘what’, ‘whoever’, ‘whom ever ’, ‘whichever’, and ‘whatever’

Indefinite Pronoun

‘all’, ‘another’, ‘any’, ‘any body ’, ‘any one’, ‘any thing’, ‘each’, ‘ever y bod y ’, ‘ever y one’, ‘everything’, ‘few’, ‘many’, ‘nobody’, ‘none’, ‘one’, ‘sever al ’, ‘some’, ‘somebody’, and ‘someone’.

Reflexive Pronoun

‘m ysel f ’, ‘y our sel f’, ‘her self ’, ‘him sel f’, ‘itsel f ’, ‘our sel ves’, ‘yourselves’, and ‘themselves’.

Prepositions Prepositions can be classified into: 

Place Prepositions



Time Prepositions



Place Prepositions



To express notions of place



In - to talk about the point itself



Inside - to express something contained

Chapter 15: Grammar for Success



On - to talk about the surface



At - to talk about general vicinity

While using the following words, do not use a preposition: downstairs

upstairs

downtown

uptown

inside

outside

Time Prepositions AT: We use at to designate specific times. For example: 

The train is due at 12:15 p.m.

ON: We use on to designate days and dates. For example: 

My brother is coming on Monday.



We’re having a party on the Fourth of July.

IN: We use in for nonspecific times during a day, a month, a season, or a year. For example: 

She likes to jog in the morning.



He started the job in 1971.

FOR: We use for when we measure time (seconds, minutes, hours, days, months, years). For example: 

He held his breath for seven minutes.



She’s lived there for seven years.

SINCE: We use since with a specific date or time. For example: 

He’s worked here since 1970.



She’s been sitting in the waiting room since two-thirty.

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Business Communication

DURING: We use during with an event in the noun form. For example: 

The trainees had a lot of activities during the training program.



Ashley ex pl ained the concepts of S ix sigma d ur ing the presentation.



Articles 

Definite - The



Indefinite –A & An

The definite article is used before singular and plural nouns when the noun is particular or specific. The signals that the noun is definite, that it refers to a particular member of a group. Something Unique: For example: 

The moon circles the earth.



The White House in Washington

Second Reference: For example: 

A newspaper has an obligation to seek out and tell the truth. There are situations, however, when the newspaper must determine whether the public’s safety is jeopardized by knowing the truth.

Non Countable Nouns: For example: 

[No article] Coffee is a popular drink.



The coffee in my cup is too hot to drink.

Geographical Places/Areas: For example: 

The Middle East, the West, the Sea of Japan, the Mississippi

Points of the Globe: For example: 

The Equator, the North Pole

Chapter 15: Grammar for Success

Names of the Rivers, Seas and Oceans: For example: 

The Nile, The Amazon, The Pacific, The Black Sea

Deserts, Forests, Gulfs, and Peninsulas: For example: The Sahara, the Persian Gulf, the Black Forest, the Iberian Peninsula Pluralized Names (Geographic, Family, Teams): For example: 

The Netherlands, the Bahamas, the Hamptons, the Johnsons, and the New England Patriots

Public Institutions / Facilities / Groups: For example: 

The Wordsworth Athenaeum, the Sheraton, the House, the Presbyterian Church

Names of the News papers: For example: 

The Hartford Courant, The Times of India

Nouns Followed by a Prepositional Phrase Beginning with “of”: For example: 

The leader of the gang, the president of our club

Conjunctions Definition A conjunction is a joiner, a word that connects (conjoins) parts of a sentence. A conjunction is a word that joins words, phrases, or clauses. Coordinating Conjunctions The simple, little conjunctions are called coordinating conjunctions Coordinating Conjunctions and

or

yet

for

nor

so

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Business Communication

Common Subordinating Conjunctions Common Subordinating Conjunctions after

if

through

althrough

if only

till

as

in order that

unless

as if

now that

until

as long as

once

when

as though

rather than

whenever

because

since

where

before

so that

whereas

even if

than

wherever

even though

that

while

Correlative Conjunctions Some conjunctions combine with other words to form what are called correlative conjunctions. 

She led the team not only in statistics but also by virtue of her enthusiasm.



Polonius said, “Neither a borrower nor a lender be.”



Whether you win this race or lose it doesn’t matter as long as you do your best.

Modals The modal auxiliary verbs are: can

would

could

shall

may

should

might

must

will

ought to

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193

Modal-Rule with Examples Do not use modals for things which happen The sun definitely. the East. They do not have an -s in the 3rd person singular.

ri ses

in

He can play football.

Questions are formed without do/does/did. Can he speak Spanish? It follows a full verb in the infinitive.

They must read the book.

There are no past forms (except could and would).

He w as allow ed t o watch the film.

When you use the past particple, you tell about things which did not happen in the past.

You should have told me.

Positive

Negative

Long form

Short form

Long form

Short form

can

—

cannot

can’t

could

—

could not

couldn’t

may

—

may not

—

might

—

might not

—

ought to

—

ought not to

oughtn’t to

need not

needn’t

need shall

‘ll

shall not

shan’t

should

‘d

should not

shouldn’t

will

‘ll

will not

won’t

would

‘d

would not

wouldn’t

Table 15.4: Modal Rules with Examples

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Business Communication

Review Questions

Review Questions 1. What are the sentences made of? 2. What are Nouns? Give examples. 3. What are Adjectives? Give examples.

4. What ar e Phr asal Ver bs? G ive two examples. 5. What do understand by Subject Verb agreement? Give two to three examples.

6. What are Pronouns? What are the types of Pronouns, give two examples for each type. 7. What are Prepositions? 8. Provide classification of the Prepositions. Give one example of each classification. 9. What are conjunctions? 10.Explain each type of Conjunction with one example each.

Activity/Case Study

Activity/Case Study Activity 1: Free Speech

Number of participants required for the activity-all the students can take part in the activity. The faculty can evaluate all the students with respect to their performance. All the students can talk on various topics given by faculty at length. The students should be given two minutes to think and talk. Then the faculty should listen carefully and write down the mistakes done by each student and should discuss with the student and help him/her to rectify the mistakes. Every student should take part in this free speech activity turn by turn.

Activity 2: Free Writing Number of participants required for the activity –all the students can take part in the activity. Every student can choose from various topics provided by the faculty and then write on the topic chosen for not more than two pages. Then, the faculty can collect the sheets from all the students and evaluate to help the students correct their mistakes. The above two activities will help the students to improve their written and spoken English language usage to a large extent.

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Activity 3: Debate Number of participants required for the activity- around ten students can take part at a time. This way all the students can take part turn by turn in groups. There should be two groups of five students each. The faculty should monitor the activity closely. The Dos and Don’ts should be announced well in advance and the faculty can play the role of moderator. The winning team can be recognized every time so that all the winning teams will get motivated. The topics should be ready with the faculty well in advance and the faculty can also point out the grammatical mistakes of each participant later after making a note of all the students’ performances.

Activity 4: Group Discussion Number of participants required for the activity-around 6 to 8 students can participate at one time. This way all the students can take part turn by turn in groups. The activity should be monitored by faculty closely. The Dos and Don’ts should be announced well in advance and the faculty can play the role of moderator. The winner for every team should be recognized and again there can be one more round of group discussion among the winners to encourage healthy competition and the winner should be recognized again who obviously would be the best communicator in the group. The topics should be ready with the faculty well in advance and the faculty can also point out the grammatical mistakes of each participant later after making a note of all the students’ performances. Question: 1. What do you learn from each of the above four activities?

196

Business Communication

A Advantages and Disadvantages of E-mail

142

Agenda Items

49

Agreement in Principle or Settlement

159

Aim of Negotiation

156

All about Official Meetings/Business Meeting

47

Always have a Purpose in Writing

62

Always Remember

150

Analysis of Audience

88

Announcing Bad News

95

Articulation Audience Analysis

127 56,57

Avoid the Perfectionism Syndrome Awards/Honours/Achievement

62 135

B Background Knowledge Bad News Messages Bar Charts Barriers to Communication Barriers, Causes and Effects of Poor Listening

169 92 110 8 41

Basic Approach to Negotiation

157

Basic Steps to Negotiation

158

Basics of Dining Etiquette

164

Be Fair and Objective

159

Body Language Business Communication: Basic Fundamental Concepts

C

32,52 1

Career Concepts

131

Career Objective

134

Choice of the Right Environment

61

Circular Arrangement

50

Clarity in Writing

69

Classroom Arrangement

51

Clear Communication

157

Client Interfacing Skills

151

Closing on a Pleasant Note

96

Collecting and Evaluating Data on the Internet 107 Communication in Organisations Communication in Teams Communication Model

2 18 3

198

Business Communication

Communication Regarding Strengths

159

Components of Communication

2

Degrees of Adjectives

182

Determination of Logistics

49 36

Components of Negotiation

157

Difference between Listening and Hearing

Composure

177

Differences in Interpretation

Compromise is Not a Defeat

160

Differences in Perception

Concise Writing

72

9 13

Dinning Etiquette

Conclusion

120

Direct Plans

Conclusion Conformation and Summary

160

Direction of Communication

161 90 7

Conduct the Meeting

51

Discriminatory Factors to be Avoided

Conflict Resolution

21

Dos and Don’ts of Body Language

34

Conflicts

19

Dos and Don’ts Regarding a Meeting

49

Conformity

19

Documentation of Sources

102

191

Dos and Don’ts of E-mail Etiquette

143

19

Dos and Don’ts of Mobile Phones

47 20

Conjunctions Consensus Construction of a Questionnaire

109

Dos and Don’ts of Providing Feedback

Contact Information

134

Dos and Don’ts of Verbal Communication

Contemporary Issues in Business Communication Contents

17 59, 155

Contradicting Signals

13

Corporate Etiquette

175

Cross-cultural Communication

170

Cultural Differences

24

Cultural Sensitivity and Communication in a Diverse Environment

23

Cultural Sensitivity

167

Decision Regarding Whether a Meeting is Required or Not

48

Decision Regarding who should Attend the Meeting

49

5

Dos and Don’ts Regarding Communication

171

Dos and Don’ts Regarding Dressing

153

Dos and Don’ts Regarding Handshakes

154

Dos and Don’ts Regarding Questions

122

Dos and Don’ts Regarding Routine Claim Letter

84

Dos and Don’ts while Refusing a Claim

97

Dos and Don’ts while Sending Mass E-mails Dos and Don’ts Drafting the Report Dressing for an Interview

D

169

147

103, 123, 126, 155 60, 101 138

E Education

134

Effective Conversation

155

E-mail Etiquette

141

Index

199

Engage Your-self in Freestyle Writing

62

Giving Bad News

Enhancement of Writing Skills

67

Grammar for Success

179

Guidelines for Successful Negotiation

159

Establishing Rapport

138

Ethics and Communication

28

Ethnocentrism: Meaning

23

Euphemisms

11

95

H Habits

125

Evaluation of Secondary Data

105

Handshakes

Evaluation of the Internet Resources

108

How does one Respond to Flaming?

Examples of Bad Mass E-mails

147

Examples of Good Mass E-mails

148

How Much are you Acquainted with your Audience?

57

Expression of Disagreement and Conflict

158

How Much/What does the Audience Already Know?

59

How to do a Handshake?

33

How to Organize to Suit your Audience?

92

How to Plan a Routine Message?

80

How to Write a Persuasive Request?

90

How to Write a Routine Request?

81

How to Write an Effective Routine Request?

82

How will the Audience Reciprocate?

58

External Bad Habits while Listening Eye Contact with Audience

38 126

F Facts About Listening

36

Feedback

52

First Impression is the Best Impression

125

Flaming

145

Flip Charts

125

Following the Agenda

51

Following up the Meeting

53

Formal Communication Network

7

Formal or Stiff vs. Conversational

74

Formatting and Proofreading

57, 64

Formatting

104

Forms of Documentation

103

G

Human Elements

33 146

126

I Icons to Remember

147

Identification of the Purpose of the Meeting

48

Idioms

10

Importance of Knowing You Counterparts

169

Importance of Non-criminatory Language

75

Importance of Positive as well as Negative Feedback

20

Inappropriate Use of Expressions

10

Gestures

127

Indirect Plan

Getting Acquainted

158

Influence of Emotions

91, 94 14

200

Business Communication

Influencing and Gaining Support

52

Informal Communication Network

8

Information regarding how was the Data Analysis done?

106

Internal Bad Habits while Listening

38

Interpersonal Communication Skills

31

Interpersonal Etiquette at Workplace

176

Intonation Patterns

12

Introduction

56

155

Meaning of Etiquette

176

Meaning of Jargon

72

Meaning of Mechanics

68

Meaning of Negotiation

156

Meaning of Redundancy

72

Meaning of Slang

71

Meaning of Style

68

Meaning of Survey Mental and Physical Distractions

J Jargon

Meaning of conversation

10

125

More about Handshakes

155

N 106

Knowing and Understanding Your Group

20

Knowledge and Attitude of the Readers

89

L Language Differences Language Leading Meeting

9 51 114

Line Chart

110

Linear

131

Listening Long vs. Short

52

Meaning of Clichés

156

Non-verbal Barriers

13

Non-verbal Communication

32

Nouns - Basic Principle

181

Nouns

180

O One-to-One Meetings

50

Organisation

60

Organising the Report Over Abstraction and Ambiguity

73

110 71

101 11

P

36, 157

M Making Sense of the Data

Negotiation is a Skill

122, 128

Learning Outcome

Listen Well

14

Mistakes

K Know how the data was collected?

108

Pace

127

Packaging

122

Parts of a Resume

133

Passive vs. Active

73

Index

201

People

115

Reading Explanation and Details

81

Performance

117

Reassessment and Compromise

158

Personality

116

Receiving and Giving Constructive Feedback

20

Phrasal Verbs

184

Rectangular Arrangement

50

33, 126

Refusing a Claim

96

Pie Chart

110

Refusing a Favour

96

Pitch

127

Regarding Conversations

177

Place

123

Regarding Answering the Questions

138

Regarding Arrival

163

Physical Appearance

Planning

56, 59, 100, 116

Planning a Bad-News Message

92

Regarding Attaching Files

146

Planning a Meeting

47

Regarding Attitude

169

Planning the Report and Management of Data 104

Regarding Building of the Brand

152

Polarization

Regarding Charts

110

13

Post-interview Communication

139

Regarding Chewing

164

Powerpoint Presentations

124

Practise and Rehearsal

116

Regarding Conducting Yourself for the Interview

139

Preparation for an Interview

137

Regarding Congratulating Messages

Preparation of Agenda

48

Preparation Skills

79

Preparing a Draft

103

Prepositions

188

Presentation Skills

113

Proactive Listening Tips Procedure or a Stepwise Method for Ethical Decision Making

42 29

Regarding Consistency with the Data as Compared to the Other Studies

106

Regarding Cover Letter

109

Regarding Cutlery

164

Regarding Data Collection with the Help of Questionnaires

108

Regarding Data which is Available and Unavailable

104 106

Professional and Work Experience

134

Regarding Data which Turns Obsolete and Data

Pronouns

188

Regarding Direct Plan

Proofreading

104

Regarding Dress

Purpose

115

Regarding Effect on the Readers

R Reading Colours

124

86

93 176 89

Regarding Emoticons

146

Regarding Ethical Dimension Associated to Report Writing

111

202

Business Communication

Regarding Form and Tone of Message Regarding Goodwill Messages

145 86

Report Writing

99

Resume Appears Lengthy

136

Resume Format

132

Regarding Handshakes and Rules of Handshakes

154

Resume Mistakes – To be Avoided

135

Regarding Length

130

Resume Sections

136

Regarding Mass E-mails

147

Resume Tends

136

Regarding Napkin

163

Resume Writing Skills

129

Regarding Napkins

164

Resume Writing

130

Regarding Office Protocol

156

Revising for Content

63

Regarding Ordering

164

Revising for Correctness

63

Regarding Passing Seasoning or Cutting Your Food

164

Revising for Style

63

Regarding Personal Hygiene

176

Regarding Persuasive Message Regarding Presenting Conclusions and Recommendations Regarding Punctuality Regarding Purpose of the Study Regarding Purpose Regarding Replying to Messages Regarding Routine Adjustment Letter

88 101 51, 177 106 88 144 85

Regarding Slides

124

Regarding Some Tips while Composing Messages

149

Regarding Sympathy Notes

87

Revising

56, 63

Right Choice of Words

68

Right from Picking up the Receiver Till the Hang up

45

Round about vs. Direct

74

Routine Claim Letter

84

Routine Replies

83

Routine Requests

80

Rules of Introduction

35

S Satellite Arrangement

51

Scheduling of Time Slots and Breaks

62

109

Searching the Internet

107

Regarding Thank you Notes

87

Seating Arrangement

50

Regarding the Promptness of Writing Your Claim Letter

84

Regarding Tables

Sexual Harassment

173

Sign Posting

120

Regarding use of Mobile Phones

177

Slangs

Regarding Voice

127

Some More Tips for Dressing

154

Remember that Cultural Sensitivity Leads to Cultural Competence

171

Special Skills and Aptitude

135

10

Index

203

Spiral

131

Tips on Visual Aids

Starting the Process

158

Touch

Statement of Goals and Objectives

158

Transitory

132

Types of Data

104

Types of Nouns with Examples

182

Types of Resume Formats

132

Steps to Effective Listening

42

Steps to Overcome Various Issues in Communication

26

Stepwise Tips for Dining Etiquette

162

Stories

125

Strategies

61

Stress and Intonation Patterns

45

Stress

12

Structure

117

Subject Verb Agreement

185

T Team Work Oriented Behaviour

24

Team Writing

22

Techniques of Making a Powerful Impact at Meetings

52

The Destination The Ethical Aspect of Team Work Communication

4 23

Types of Written Communication

123 33

6

U Understanding the Importance for Feedback Understanding

20 157

Usage of Concrete and Specific Language

70

Usage of Familiar Language

69

Usage of Positive vs. Negative Language

71

Usage of Simple Words

70

Usage of Tactful Words

160

Usage of Visual Aids during Arguments

160

Usages of Politically Correct Language

171

Use of Appropriate Body Language

138

Use of Different Accents

11

Use of Non-discriminatory Language

75

The Filter

3

Use of Positive Language

74

The Medium

4

U-shaped Arrangement

50

The Message

4

The Stimulus

3

The Versatile Nature of Communication

5

Think and Speak out Loud before Writing

62

V Variables of Group Communication

19

Various Reasons for Unethical Behaviour

28 25

Time Prepositions

189

Tips on How to Make an Impression with a Small Talk

Various Strategies to be Followed for Communicating

155

Verbal Communication

Tips on Telephone Etiquette

44

5

Visual Aids

123

Voice Mails

46

204

Business Communication

When to Plan a Routine Message?

W What are the Sentences Made of?

180

What is a Questionnaire?

108

What is Cultural Sensitivity?

168

What is Culture?

168

What is the difference between Primary and Secondary Audience?

57

What is Unique about the Audience?

59

When does Negotiation Occur?

156

When in Rome, Do as the Romans Do?

171

80

Why does One Need to be Culturally Sensitive?

168

Why is E-mail Etiquette Required?

143

Write the Easiest Things First

62

Writing Correctly vs. Writing Effectively

76

Writing Skills

55

Written Communication

5

Y Your Voice over the Phone

45