business communication (1 st session) by mr. ujjal banerjee
TRANSCRIPT
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Business Business CommunicationCommunication
(1(1stst Session) Session) by Mr. Ujjal Banerjee
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PerceptionPerception is the process of selectively attending to information and assigning meaning to it.
We choose depending on
Interest
Needs
Expectation
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Perceptions of self
It is the idea or mental image that one has about one’s own skills , abilities, knowledge, competence and one’s personality.
Self-esteem is your overall evaluation of your competence and personal worthiness.
Self-concept and self-esteem is one’s self-identity.
Perceptions of Others Physical characteristics & Social Physical characteristics & Social BehavioursBehaviours Stereotyping Stereotyping Emotional States Emotional States
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1. Sender/ Encoder / Speaker1. Sender/ Encoder / Speaker2. Receiver / Decoder / Listener2. Receiver / Decoder / Listener3. Message3. Message4. Medium / Channel4. Medium / Channel5. Feedback5. Feedback
Definition
- Communication is a two - way - Communication is a two - way process in which there is an process in which there is an exchange and progression of exchange and progression of ideas towards a mutually ideas towards a mutually accepted direction or goal.accepted direction or goal.
- Basic elements of Basic elements of communicationcommunication
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Encoding
Idea Sender
Decoding of feedback
Decoding
Receiver
Perceived Meaning & Internal Response
Encoding of Response
CHANNELCHANNEL
CONTEXT
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2. Listener – Receives encoded message –
Decodes
1.1. Sender – Sender – One who initiatesOne who initiates..
SelectsSelects IdeaIdea
Encodes –Encodes –Transmits to Receiver- Transmits to Receiver- SpeaksSpeaks
3. Message – Encoded idea transmitted by
the sender – Formulation is Important
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5.5. Feedback –Feedback – When the receiver When the receiver responds to the sender’s message, responds to the sender’s message, the response is called feedback. the response is called feedback.
Person to Person / Person to Person / Telephone / Letter / Telephone / Letter /
Circular / Menu / E-mail Circular / Menu / E-mail
4.4. Medium / Channel –Medium / Channel – OralOralWrittenWrittenNon-verbalNon-verbal
Feedback may beFeedback may be verbal / non-verbal. verbal / non-verbal. Confirmatory Confirmatory Corrective Corrective
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Process of Communication
First Phase
IdeaIdea
EncodedEncoded
MessageMessage
TransmittedTransmitted
DecodedDecoded
Second Phase
Response
Encoded
Message
Transmitted
(Feedback)
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Importance of Importance of CommunicationCommunication
1.1. We communicate to meet needs.We communicate to meet needs.
2.2. We communicate to enhance and maintain We communicate to enhance and maintain
our sense of self. our sense of self.
3.3. We communicate to develop relationships.We communicate to develop relationships.
4.4. We communicate to exchange information.We communicate to exchange information.
5.5. We communicate to influence others.We communicate to influence others.
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Communication Network
1.1. InternalInternal
2.2. ExternalExternal
FormalFormal(In large org.) (In large org.)
Informal Informal In smaller org. In smaller org.
(around 20 person) (around 20 person)
Channel of Comm.
VerticalVertical Horizontal Horizontal Diagonal Diagonal
Internal Internal :: Between members of the Between members of the same organisation.same organisation.
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Vertical Upward and Downward flowUpward and Downward flow Message percolates via a mediumMessage percolates via a medium Possibility of distortionPossibility of distortion Less distortion by not fragmenting, Less distortion by not fragmenting,
by specifying the persons by specifying the persons responsible responsible
More one-to-one comm. within More one-to-one comm. within departmentsdepartments
Electronic media & e-mail Electronic media & e-mail
UpwardUpward
CommunicationCommunication
Downward
Communication
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Lateral / Horizontal Lateral / Horizontal CommunicationCommunication
Interaction with peersInteraction with peers
Can be very effective Can be very effective
as there is no chain of as there is no chain of
commandcommand
Without HC, lack of co-Without HC, lack of co-
ordination, Co-ordination, Co-
operation, duplicationoperation, duplication
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Diagonal CommunicationDiagonal Communication
No stipulated pathNo stipulated path
Can be upward – lateral – Can be upward – lateral –
downwarddownward
Hierarchical bindings goesHierarchical bindings goes
Can give rise to gossip, rumourCan give rise to gossip, rumour
Problem for managers who wish Problem for managers who wish
to control informationto control information
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External Comm. – Oral / External Comm. – Oral / WrittenWritten
AdvertisingAdvertising
Media InteractionMedia Interaction
Public RelationPublic Relation
PresentationPresentation
NegotiationsNegotiations
MailsMails
TelegramTelegram
LetterLetter
Corporate Corporate Comm. Comm.
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Types of Communication
1.1. Oral / VerbalOral / Verbal
2.2. Non-verbalNon-verbal
3.3. WrittenWritten
(a)(a) Words Words (b) (b) Articulation Articulation
(a) Body Language (c) Territory / Zone
(b) Signs & Symbols (d) Object Language
(a)(a) Reports Reports
(b)(b) Illustration Illustration
(c)(c) Memos Memos
(d)(d) Telegrams Telegrams
(e)(e) Facsimiles (Fax) Facsimiles (Fax)
(f)(f) E-mails E-mails
(g)(g) Tender Tender
(h)(h) Others Others
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Telephonic message
- Cost
- Time
- Strategies to be adapted
- Voice articulation
• How to formulate a message
• More concentration req. as only words and voice articulation
• No eye-to-eye contact
• No deciphering of body language
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Telephone Strategy
- Purpose
- Content of comm.
- Who is the recepient
- Is he interested, What’s his
interest
- Timing of Call
- Information or action required
Planning Planning
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Delivering Delivering
- Start with a smileStart with a smile
- Reveal the basic purposeReveal the basic purpose
- Link between the interest of the Link between the interest of the
caller and the calledcaller and the called
- Listen carefully to receiver’s point Listen carefully to receiver’s point
- Close on a cordial noteClose on a cordial note
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Group Communication
1.1. They develop clearly defined goalsThey develop clearly defined goals
2.2. Have optimum number of diverse Have optimum number of diverse
membersmembers
3.3. Work to Work to developdevelop cohesiveness cohesiveness
4.4. Establish normsEstablish norms
5.5. Establish good working Establish good working
environment environment
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Five stages of development
1. FORMING –
3.3. NORMING – NORMING –
People come to feel People come to feel
accepted and valued so they identify accepted and valued so they identify
with the groupwith the group2. STORMING – Clarifying goals, while Clarifying goals, while
determining determining the roles each member the roles each member
will play.will play.
Solidifying rules for
behaviour
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Five stages of Five stages of developmentdevelopment
(ii) Determines how to end or maintain (ii) Determines how to end or maintain the relation. the relation.
4.4. PERFORMING PERFORMING – –
Overcoming obstacles Overcoming obstacles
and meeting goals successfully and meeting goals successfully
5.5. ADJOURNING – ADJOURNING –
(i) Arranging meaning to what (i) Arranging meaning to what they have they have donedone
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BehaviourBehaviour Standing up for ourselves in interpersonally effective ways that exercise our personal rights while respecting the rights of others.
Assertive Behaviour :Assertive Behaviour :
Being reluctant to state Being reluctant to state opinions, share feelings, or assume opinions, share feelings, or assume responsibility for actionsresponsibility for actions
Passive Behaviour :Passive Behaviour :
Aggressive Behaviour :Aggressive Behaviour : Lashing out at the Lashing out at the source of discontent with little regard source of discontent with little regard for the situation or for the feelings, for the situation or for the feelings, needs or rights of those being needs or rights of those being attacked. attacked.
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Barriers to Comm.
1.1. Sender OrientedSender Oriented
(a)(a) Message not clear to the Message not clear to the
receiverreceiver
(b)(b) Less in transmissionLess in transmission
(c)(c) Semantic problemSemantic problem
(d)(d) Over / under communicationOver / under communication
(e)(e) I-attitudeI-attitude
(f)(f) Prejudices Prejudices
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Barriers to Barriers to CommunicationCommunication
Receiver OrientedReceiver Oriented
1.1. Gap between reception & Gap between reception &
understanding understanding
2.2. Lack of graspLack of grasp
3.3. Looking down at the speakerLooking down at the speaker
4.4. Lack of interest Lack of interest
5.5. Mental disturbanceMental disturbance
6.6. Mental blockMental block
7.7. Lack of provision of correct feedbackLack of provision of correct feedback
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Public SpeakingPublic Speaking
1.1. Knowing Your AudienceKnowing Your Audience
2.2. Purpose of SpeechPurpose of Speech
3.3. Determine Your GoalDetermine Your Goal
4.4. Doing ResearchDoing Research
5.5. OrganisingOrganising
6.6. Adapting Verbally & VisuallyAdapting Verbally & Visually
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Target Group
Age, Education, Gender, Occupation,Age, Education, Gender, Occupation,
Income, Culture, Geographic Income, Culture, Geographic
Uniqueness,Uniqueness,
Group Group affiliationaffiliation
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Oral CommunicationOral Communication
I – I – IdeaIdea
M – M – MessageMessage
P – P – Pause / ParagraphsPause / Paragraphs
R – R – ReceiverReceiver
E – E – EmpathyEmpathy
S – S – SenderSender
S – S – Security CheckSecurity Check
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ListeningListening
Process of listening is two foldProcess of listening is two fold
(1) Decoding(1) Decoding
(2) Internal response to perceived (2) Internal response to perceived
MessageMessage
(Perception of the message by the (Perception of the message by the receiver) receiver)
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Essentials for good Essentials for good listening listening
1.1. Positive attitudePositive attitude - Acceptance - Acceptance
2.2. ConcentrationConcentration - Receptivity- Receptivity
3.3. Q & A sequenceQ & A sequence- Concentration- Concentration
4.4. Conducive body Conducive body
postureposture - Attention- Attention
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Barriers to listeningBarriers to listening
1.1. EgoEgo
2.2. Past – Present – FuturePast – Present – Future
3.3. FearFear
4.4. Familiarity TrapFamiliarity Trap
5.5. StressStress
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Writing
AA – ATTENTION– ATTENTION
II – INTEREST– INTEREST
DD – DESIRE– DESIRE
AA – ACTION– ACTION
Persuasive MessagesPersuasive Messages
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Writing
1.1. Read the text carefullyRead the text carefully
2.2. Select the key words in the Select the key words in the
passage.passage.
which gives the essence of the which gives the essence of the
message.message.
3.3. Note down the page number Note down the page number
4.4. Note the reference, if any Note the reference, if any
Preparing NotesPreparing Notes
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1.1. Formal : Formal : Carefully structured, logically Carefully structured, logically
organised, detail, and written without any organised, detail, and written without any
personal pronoun personal pronoun Informal Informal
report: report: A short message written in natural or A short message written in natural or
personal language. personal language.
2.2. Short or long reportsShort or long reports
3.3. Informational or Analytical ReportsInformational or Analytical Reports
4.4. Vertical or lateral reportsVertical or lateral reports
5.5. Internal or External reportsInternal or External reports
6.6. Periodic ReportsPeriodic Reports
7.7. Functional Reports Functional Reports
ReportsReports - Type of Reports - Type of Reports
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Report WritingReport Writing
1.1. IntroductionIntroduction
2.2. MethodologyMethodology
3.3. Facts – use of charts, graphs, Facts – use of charts, graphs, tablestables
4.4. ConclusionConclusion
5.5. RecommendationsRecommendations
6.6. AppendixAppendix
One page summary
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Business MemosBusiness Memos
1.1. Circulars Circulars
2.2. NoticesNotices
3.3. MemoMemo
4.4. AgendaAgenda
5.5. MinutesMinutes
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Circulars / NoticesCirculars / Notices
- Part of intra-departmental Part of intra-departmental
communicationcommunication
- Day/ Date/ Time / Place of Day/ Date/ Time / Place of
meeting / Purpose of meeting / Purpose of
businessbusiness
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MemoMemo
- Part of inter and intra-departmental Part of inter and intra-departmental
correspondence correspondence
- Latin ‘Memorare’ – ‘memorandus’ -Latin ‘Memorare’ – ‘memorandus’ -
means to provide informationmeans to provide information
- Info, Request, Suggestion, On recordInfo, Request, Suggestion, On record
- Conversational toneConversational tone
- Use of ‘You’ Use of ‘You’
- Heading / Subject and Date/ MessageHeading / Subject and Date/ Message
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AgendaAgenda
Circulate the agenda in advance
• Name of Org. and location
• Day, Date, Year, Time, Place of Meeting
• Minutes of previous meeting
• Issues to be discussed
• Signature of concerned authority
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MinutesMinutes-- Name of org. Name of org.
- Place, Date, Month, Year, TimePlace, Date, Month, Year, Time
- Member’s NameMember’s Name
- Name of Presiding OfficerName of Presiding Officer
- Specification of the agendaSpecification of the agenda
- Details of dissension Details of dissension
- Record of detailsRecord of details
- Sig. of Writer / Sig. of PresidentSig. of Writer / Sig. of President
- Vote of thanks Vote of thanks
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Resume’Resume’
• What to sayWhat to say
• How to sayHow to say
• How to arrangeHow to arrange
• Identification • Objective• Summary of
Achievement• Qualifications• Personal
Information• References
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Letters
1.1. Heading Heading
2.2. OpeningOpening
3.3. BodyBody
4.4. ClosingClosing
Business Letter Format
Heading Logo
208, APC Road, Kolkata – 700 006
November, 2009
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Opening Opening
Mr. A.K. RayPrecision Industry26, Camac Street, Kolkata – 700 016
Inside Address of Recipient Attention Line Salutation
Attention : Finance Department
Madam,Sir,
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BodyBody• Subject LineSubject Line
• The MessageThe Message
Subject :Subject : Training ScheduleTraining Schedule
The message :The message : Main message Main message explained in explained in 2/3 2/3 paragraphparagraph
Yours truly, Sincerely
Closing
Name DesignationDepartment
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LetterLettera)a) Full-Block StyleFull-Block Style
b)b) Semi – Block StyleSemi – Block Style
c)c) Open StyleOpen Style
StyleStyle
Types of letterTypes of letter
1)1) Direct RequestDirect Request
2)2) Enquiry LetterEnquiry Letter
3)3) Letters of ReferenceLetters of Reference
4)4) Legal TransactionLegal Transaction
5)5) Letter of TransmittalLetter of Transmittal
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LetterLetterTypes of letterTypes of letter
6)6) Sales Letters Sales Letters
7)7) Good News Letter Good News Letter
8)8) Bad News / Refusal Letter Bad News / Refusal Letter
9)9) Letter of Acceptance Letter of Acceptance
/Acknowledgement /Acknowledgement
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• Can distribute memo, reports and documents, graphics, visuals
• No difficulty related to telephones • Can be sent to more than one recipient • No reference during reply• Separate folders can be created, like
files • Can be saved in the archive for later
retrieval
Electronic Mail – Person to person comm. through a computer
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Facsimile or FAXFacsimile or FAX
Flexible Inexpensive E-mail
Advantage
1.1. SpeedSpeed
2.2. Good Print Quality Good Print Quality
3.3. Easy to Operate Easy to Operate
4.4. Lower Cost by Senders Time Lower Cost by Senders Time AdjustmentAdjustment
5.5. Comm. In different Time ZoneComm. In different Time Zone
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Thank You