communication / jain university, phd, research, hr and management, phd.... bagali mm /...
DESCRIPTION
JAIN University, PhD, Research, HR and Management, PhD.... Bagali MM / Communication, Better Speaker, Communicate......TRANSCRIPT
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professor of strategic HRM,Brand Ambassador, Asian HR Board, India
[email protected]/in/mmbagali
CMS Business School / Bangalore
mm bagali, phd
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CMS Business School / Bangalore
communication skills for better results in business
communicate for great results
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CMS Business School / Bangalore
thanks
SDM CollegePrincipal
Dr. S B Mallur, PhDTeam
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CMS Business School / Bangalore
we are with 55000 students as on 2013 / 8 campus / 4000 staff and supporting
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CMS Business School / Bangalore
Future Work Skills 2020 Institute for the Future for
the University of Phoenix Research Institute / Palo Alto, CA
1 . Sence making
2. Social Intelligence
3. Novel and Adaptive thinking
4. Cross Cultural 5. Computational Thinking
6. New Media Literacy
7. Design Mind set
8. Communication 9. Communication 10. Communication
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CMS Business School / Bangalore
successful businessRight human resources
Right resources
Right communication methodology
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CMS Business School / Bangalore
As with any journey, success is usually determined by the degree of ....
preparationpreparationpreparation
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CMS Business School / Bangalore
55% of what people perceive of others comes from body language and facial expressions
38% comes from tone of voice
7% is based on the actual words people use
FACTOID
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CMS Business School / Bangalore
Key to effective Communication
Strategy Structure
Delivery
Visual Aids
Purpose
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CMS Business School / Bangalore
For what we communicatein Business
Transmitting IdeasFactsFeelingsThoughtsAspirationsValues
OpinionsSelling the ProductMarketing Your OrganisationInspire MotivateBoast(ing)
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CMS Business School / Bangalore
Structuring your communication
Non Verbal
How you look to the people
Body language
How you sound to the people
Oral Communications
Establishing Credibility
Written Communication
How are you perceived by the people
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CMS Business School / Bangalore
Listening: A way to communicate
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CMS Business School / Bangalore
Guidelines for effective Listening
Establish rapport
Appropriate silence
Acknowledge valid points
Don’t show…. I know attitude
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CMS Business School / Bangalore
How well you tell what you want to tell Effective Strategies in Communications
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CMS Business School / Bangalore
Introduce yourself
Opening relate to Central Theme / Meaningful/ brief/ No Negative start/
Plan your talk
Purpose
Decide what to say at what time
Visualize its possible consequences
Arrange your ideas or talk in sequence
Be Clear
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CMS Business School / Bangalore
Should build goodwill
Too many technical words / jargon avoid
Too long sentence
Give background
Don’t prejudice…….. have an open mind Avoid Halo Effect
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CMS Business School / Bangalore
Be positive in approach
Be polite and courtesy
Be assertive
Be patient
Avoid vagueness
Judge the reaction after or in-between the talk
Be sure your action supports your communication
Listening is part of communication
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CMS Business School / Bangalore
Don’t make fun, joke, and lose talk
Few promises make and keep them fulfilled
Thank / Sorry / Excuse / I am sorry…when needed
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CMS Business School / Bangalore
Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in 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Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication
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Language tips
Be aware of slang
Avoid foul language
Explain acronyms and jargon – not everyone understands it
Avoid sarcasm
Power robbers (“I hope,” “I guess,” “maybe,” “probably”) undercut credibility
CMS Business School / Bangalore
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Use Good Speech Habits
Phrases To use
“ One moment please”,
“Yes”, “All right”,
“Good-bye”
“please”
“thank you”,
“hello” and “goodbye”
CMS Business School / Bangalore
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CMS Business School / Bangalore
No EGO Solid EYE ContactGood PostureNatural GestureVoice and vocal varietyEffective use of Language and PausesActive Listening involvement
Behavioral Skills in Communications
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CMS Business School / Bangalore
Nod the headAppreciationIn between Yes/ NO/ A minuteListen with a purposeHold Anger / TemperSpeak to the PeopleSmile to the PeopleCall People by Name
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CMS Business School / Bangalore
Generous in Praise / AppreciationConsiderate Feelings towards othersMake other persona feel importantDon’t critics, condemn or complainAsk relevant questions
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brand yourself, As a great communicator
CMS Business School / Bangalore
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CMS Business School / Bangalore
Let us look at your Communication
maturity and alertness
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"Business Etiquette and Communication "
1. Can I send an e-mail communication as a thank you after a lunch meeting?
A. Sending an E-mail thank you is all that is expected
B. The hand-written note is always the best option
C. Just call...it takes so much less time
B
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2. At a dinner meeting is it acceptable to leave a cell phone on at the table?
A. Yes, but you should leave on the table
B. Never, the person "in person" should get your full attention
C. Yes, as long as everyone else has theirs left on.
B
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3. When being introduced to a person who is blind what should I do?
A. Nothing - wait for the individual to offer their hand
B. Avoid handshaking - but say Hello!
C. Touch their shoulder to indicate your presence and Initiate a handshake
D. Say Hello and wait for the individual to offer their hand
D
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4. How long does a person have to return business phone calls?
A. Business calls should be returned within one hour
B. Call after hours and leave a voicemail
C. A maximum of seven days
D. Each person needs to establish their returning calls policy and consistently follow the standards which have been set
D
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5. If a meeting is scheduled for 9:00am, what time should an employee arrive?
A. No more than thirty minutes prior to the meeting time
B. Not earlier than 8:50am, that gives you ten minutes to get organized
C. Don't be early, they'll think you're over eager.
B
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6. When is it appropriate to call business associates by their first names?
A. As soon as you feel comfortable
B. Never, always use formal names, don't get too personal
C. Only if the person gives you permission
C
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7. If you want to make a good impression on a senior executive when you meet them for the first time, it’s best to:
a. Greet them and tell them about the project you’re working on so they’ll know what you are doing for the company.
b. Appear genuinely sincere and ask them questions about the company and how they became an executive for the company.
c. Appear pleasant and make brief short sentences that focus on them and wait for them to reply
C
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8. When making an entrance into an office with people working at their desks, it’s always best to:
a. Do your best to not draw attention to yourself
b. Appear pleasant and greet people by saying hello to those at the desks
c. Walk in a room and stand there and wait patiently for someone to look up and recognize that you need help
A
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9. When making a business introduction between two people, the most important rule to remember is:
a. Say your own name before introducing the two people
b. Use the name of the most important person first in the introduction
c. Repeat the names of the people involved in the introduction twice so they’ll remember each other’s names and their proper pronunciation of those names
B
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10. You’re attending a conference and you’d like to have the card of a senior executiveyou meet. How do you get it?
a. You offer them your card and ask them for theirs
b. You tell them you need their card so you can remember their name
c. You create an opportunity and establish rapport with them and develop a specific reason for them to ask you for your card in hopes they will offer you theirs
C
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11. For leading a successful business meeting, your number one priority is:
a. Making sure you have good attendance and participation
b. Keeping great notes and sending them to everyone after the meeting
c. Creating tasks and accomplishing the agenda in the allotted time
C
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12. When giving a compliment, it’s best to:
a. Give a compliment to someone so that many people can hear the praise you are giving them
b. Give compliments to everyone in the office so everyone receives regular praise
c. Compliment specific behaviors regarding work, avoid personal compliments
C
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Best Lessons for
Great Presentations
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Craft a Story that captures
BOTH ….. HEART and MIND
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BRING SOME GOOD
images
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have a strong
SCRIPT
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create slides to audience say
WOW
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tell how this presentation make
LIFE BETTER
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Use simple language
FREE OF JARGONS
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Have
BULLET points
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Don’t just tell us
SHOW US
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No other way than
EXCELENCE points
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CMS Business School / Bangalore
Improve
Communication Skills
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CMS Business School / Bangalore
Know what you want to SayControl FearStop TalkingThink before you TalkBelieve in your MessageRepeat Major PointsFind out what your Listener wantsDefine AcronymsReduce Jargon
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CMS Business School / Bangalore
Use HumorUse Anecdotes & StoriesAsk for FeedbackIncrease your VocabularyExercise Tongue, Jaws & LipsMake Eye ContactGesture / PauseVary your VolumeWatch your Tone
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CMS Business School / Bangalore
Prepare to ListenScreen out DistractionsConcentrate on the MessageAsk Questions Use Mind MappingWrite a purpose StatementUse an OutlineGet to the point QuicklyExplain abstract WordsUse Gender Neutral LanguageCite Source of Statistical DataIllustrate with Personal Examples
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CMS Business School / Bangalore
Express EmotionKeep it SimplePaint Verbal PicturesSuppress EmotionTake NotesWrite Personal NotesWrite more Effective Business LettersUse Short SentencesCommunicate OnlineKeep up with Current EventsRead something InspirationalUse the InternetCheck your PostureDress AppropriatelyVisualize
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CMS Business School / Bangalore
Commit to being TruthfulEmpathizeDon’t Take Yourself too seriouslyBe Receptive to New IdeasRespect the other Person’s Point of ViewRecognize the Importance of Stress on CCheck your attitudeUse Good MannersRecognize Condescending MannersAvoid words that HurtChange Abrasive BehaviourHandle Disagreements with TactOrganise productive meetingsUnderstand the Importance of Timing
Present a Good Personal Image
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CMS Business School / Bangalore
Some Best learnt Communication lesson at different occassions
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Regarding criticism in the workplace, remember to:
a. Give criticism privately so it won’t embarrass anyone.
b. Criticize only a person’s work related skills and avoid offering personal criticism.
c. Offer a patient critique and never criticize anyone.
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C. Offer a patient critique and never criticize anyone.
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Humour in the workplace is:
a. A great way to occasionally break the stress during a business day.
b. A way to show your character by demonstrating the areas you find humorous.
c. All of the above
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c. All of the above.
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Anger is a complex emotion that occasionally surfaces in the workplace. When it
does, the best way to deal with anger is to:
a. Train yourself to deal with anger and don’t express it during working hours.
b. Speak your mind regularly so it doesn’t build up.c. Find outlets for your anger such as a walk during
lunch, journaling, counting to ten. If you can’t resolve your anger, get help.
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c. Find outlets for your anger such as a walk during lunch, journaling, counting to ten. If you can’t resolve your anger, get help.
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Office gossip destroys careers, however, if you’re only listening to gossip:
a. You are not guilty of gossiping, after all, you were just listening and not passing it on.
b. You have a deeper understanding of the complex problems of your associations and can offer help when necessary.
c. You’re just as guilty as the one who is telling you gossip.
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c. You’re just as guilty as the one who is telling you gossip.
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If you walk into the office of a person you do not know, do you offer to shake their hand?
a. Yes. It’s important to be a gracious guest when entering someone’s office.
b. No. You enter their office slowly (with a pleasant expression on your face) and wait for them to offer to shake your hand; only then do you extend your hand for a handshake.
c. You introduce yourself first, and then you initiate a handshake with them.
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b. No. You enter their office slowly (with a pleasant expression on your face) and wait for them to offer to shake your hand; only then do you extend your hand for a handshake.
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If you are considered a junior officer in your company and approach a senior officer,
do you offer to shake hands?
a) Yes, it is an excellent opportunity to make create trust and rapport.
b) No. You wait for the senior officer to initiate the handshake.
c) You should only initiate the handshake if the other person is a man. Woman must be allowed to initiate handshakes according to their preferences.
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b. No. You wait for the senior officer to initiate the handshake.
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When you’ve been left in a waiting room for someone to come and collect you and take you to their office:
a. Use that time to look over the reports you’ve brought with you to give to them.
b. Use the time to relax and return calls or check your voice mail messages.
c. Do nothing except wait expectantly for the person to come and collect you.
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c. Do nothing except wait expectantly for the person to come and collect you.
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When you are a guest in someone’s office, it is best to:
A. Stay long enough so they can get to know you before you begin talking about business so they’ll learn to trust you
B. Be brief. Offer them leave-behinds. Follow up when you say you will
C. Answer questions you know they’ll ask (before they ask them) and provide them with a full educational opportunity about your product or service
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b. Be brief. Offer them leave-behinds. Follow up when you say you will.
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Scoring
11-15 Excellent10-14 Good05-09 Average
Less than 04 U only tell
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Romance in Communication
What happens and what happened
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How old are you
Half past Eighteen
His child was not doing
I was very hot water to hear that my son is missing the bus and is in danger of not climbing into the next class well
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‘CM’ passed away Dharwad- Hubli Railway Station
(Actually he wants to convey that VIP crossed Dharwad-Hubli Railway Station)
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Intended Communicated
• He is a hard worker
• He is good at noting
• I am alone at home
• Don’t sit and work in this Computer
• He hardly works
• He is good at nothing
• I am the only Husband
• Don’t sit on this computer and work
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In a Bus Eve Teasing is an Offence,
Passengers are requested to Cooperate
Liquor Shop If you drink to forget everything, Kindly pay us in Advance
On CarAlways drive in such a way that your License expires before you do
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Attitudes matters in Communication
(Building Goodwill)
- We are shipping your order of 5 July, 2005 this afternoon
+ The Two dozen Corning ware starter you ordered will be shipped this afternoon and should reach you by Sep, 10, 2005
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- Congratulation…….
+ Congrates on your promotion as Officer, HDMC Corporation. I am pleased to read about it and felt happy about the news
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- You’ll be happy to hear that your scholarship has been renewed
+ Congrates ! Your scholarship has been renewed
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- We provide health Insurance to all employees
+ You receive health Insurance as fill time Employee of the Organisation
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- If you don’t understand, feel free to ask me
+ If you have further Questions, feel free to ask or call
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- We cannot sell computers disks in lots of less than 10
+ To keep down packaging and shipment cost, we sell computers disks in lots of 10+ more
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- We will perform an investigation of the problem
+ We will investigate the problem
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Delightful Slips in Communication[Some practical examples]
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Typist typed “T” in place of “C” while addressing a letter to Chief Minister as ……….Thief Minister
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Maternity benefit circular by Govt:
…..Every women by whom a claim for maternity benefit is made shall furnish evidence that she has been or that it is expected that she will be conferred by means of a certificate given in accordance with the rules
Replied: Reply in accordance with your instructions, I have given birth to twins in the enclosed envelop
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A note to Registrar of marriages:
I am signing my marriage certificate;
the previous one was a mistake
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Lost and found Column
Sir, I am glad to inform you that my mother-in-law reported missing is found at last, is now, dead
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Classified Advertisement
A piano is offered for sale by a lady with carved oak legs
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Mother died in infancy
Mother died when I was an infant
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TEN GUIDELINES TO GOOD COMMUNICATION……………
1) I will be sure I understand what I want to say.
· What is the real purpose of my message?
· What do I expect the receiver to do?
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2) I will clarify my ideas before I attempt to communicate them.
· Can I accurately say what I want to say?
· Am I interesting? Meaningful? · How many ideas should I include? · What is the minimum number of
ideas I must get across?
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• 3) I will state my message as simply as possible.
• Is technical language imperative or would simpler language be better?
• Will the words I use mean the same to the receiver as they do to me?
• Will a picture or graphic help convey the message?
• Have I been as brief as possible?
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• 4) I will consider the entire environment affecting my communication.
• What impression does my form of the message convey?
• When and where will the message be received?
• How will the time and location affect the interpretation?
• Is it necessary to use several methods to get the message across?
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• 5) I will be aware of the receiver. • Can I capitalize upon his/her known
needs or interests to improve understanding?
• Can I get the message from his/her viewpoint and understand it?
• Am I telling the receiver all he/she needs to know?
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• 6) I will consider the overtones of my message as well as the intended message.
• Does the "tone" of the message say more than the basic content?
• Can various interpretations of meaning cause my message to be misunderstood?
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• 7) I will provide for and encourage feedback.
• Can the receiver easily tell me what was understood?
• Can he/she ask for more information? • How can someone report personal
feelings/actions resulting from my message?
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• 8) I will follow-up my communication.
• When I finished my message, was it complete?
• How will I know when it is complete, how successful it was, or what further steps I'll need to take?
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• 9) I will be sure my actions support my communication.
• Do I do as I say?
• Does my body language support my message?
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• 10) I will seek not only to be understood, but also to understand. I will be a good listener.
• Do I concentrate when I listen? • Do I understand what the other person is
really saying? • Am I listening or just hearing? • What feedback should I give the message I
hear?