Ice Breaker

Unfreezing

Change & movement

Re-freezing

Definition: The exchange of thoughts, messages, or the like, as

by speech, signals or writing. To express oneself in such a way that one is readily

and clearly understood.

Business Communication: Business communication is nothing but, the

communication between the people in the organization for the purpose of carrying out the business activities. It may be oral, verbal, written etc.

Communication

COMMUNICATION IS A SERIES OF EXPERIENCE OF

HearingSmell

Seeing

TasteTouch

CODES USED IN COMMUNICATIONCODES USED IN COMMUNICATION

Verbal CommunicationVerbal Communication Words (Words (কককককক/ / কককককককক/ / কককককককককক)) VoiceVoice ((কককককককককককককককক/ / কককককককককক))

Non-Verbal CommunicationNon-Verbal Communication GesturesGestures((কককক –ককককককককক –ককককক/ / কককককককককককক)) PosturesPostures ( (কককককক--ককক ককক , , কককককককককক) ) Facial ExpressionsFacial Expressions ( (ককককককক ককককককককককককককককক কককককককককক/ / ককককক কককককককক ককক)) Eye ContactEye Contact ( (কককককক কককককককককককক কককককক) ) Vocal CharacteristicsVocal Characteristics ( (কককককক ককককককককককককককক ককককককককক) ) Personal AppearancePersonal Appearance ((ককককককককক ককককককককককককককককক কককককককক) )

TouchTouch ( (কককককককককককক) )

COMMUNICATION PROCESS(Video-1)

SENDER RECEIVER

Feedback

receiver sender

Communication is the process of sending and receiving

information among people…

Noise

Use of channel to transmit the message

COMMUNICATION CODE SCHEME

BARRIERS TO COMMUNICATION

No matter how good the communication system in an organization is, unfortunately barriers can and do often occur.

These barriers are those which make the message doubtful for the reader to understand it and they get confuse to interpret the meaning for which the message is sent to them.

PHYSICAL BARRIERS ( )

The major physicalbarriers are: Time ( / ) Place ( / ) Noise ( / ) Space ( / )

Some of them are easy toalter (/ )whereas, some mayprove to be toughobstacles in the process ofeffective communication.

TIME Time has an important

role in a communication process. Do we not often hear expressions such as “timely caution” (), “timely advice?” (). These expressions indicate the role of time as a factor in communication.

PLACE

The place or the location where a communication process takes place can degenerate into a barrier to effective communication.

NOISE Noise is a physical barrier to effective

communication. Noise may have its origin from an external source ( ) or may exist even in the

communication loop ( ).

SPACEClosed office doors, barrier screens and separate

areas for people of different status results in creating a barrier to effective communication.

How to Overcome Physical Barriers ???

PERCEPTUAL BARRIER ( / )

We all see the world differently !

We all have our own preferences ( ),

values ( ), attitudes ( ),

origins ( ), and life experiences that

act as ‘filters’ ( ) our experiences of people, events and

information.

Difference in Perception of Reality( )

HowTo

OvercomePerceptualBarriers?

SOLUTION !!! Start by listening to

others. Clarify if there is

confusion. Stay calm and be

positive.

An attitude of good will and tolerance toward

others goes a long way!!!!

EMOTIONAL BARRIER ( )

The emotional state may influence your capacity to make yourself understood

and hamper your understanding of others.Many times, emotional

barriers on your part or the part of the person you

are speaking with may inhibit your ability to communicate on an

effective level.

FEAR ( )/

INSECURITY

( )

MISTRUST ( )

STRESS ( / )

HOW TO OVERCOME EMOTIONAL BARRIERS???

SOLUTION !!!

Be aware of the feelings that arise in

yourself and in others as you

communicate, and attempt to control

them.

COMMUNICATION INVOLVES THREE COMPONENTS (Video-2)

Verbal Messages - the words we choose Para-verbal Messages - how we say the words

(tone) Nonverbal Messages - our body language (gesture)

These Three Components Are Used To Send Clear, Concise Messages Receive and Correctly Understand Messages Sent to

Us

COMMUNICATION GOALS

To get and give information

To persuade

To ensure understanding

To get action

To change behavior

MOST COMMON WAYS TO COMMUNICATE

Visual Image

Speaking

Writing

Body Language

WHAT MAKES A GOOD COMMUNICATOR?

Clarity

Integrity Timing

Adequacy

Deepti Singh

HOW DO YOU DEVELOP YOUR COMMUNICATION SKILLS? EXPLORE THE RELATED SKILLS

EFFECTIVE COMMUNICATION . . .

It is two way. It involves active listening.

It reflects the accountability of speaker and listener.

It utilizes feedback. It is free of stress.

It is clear.

THE ELEMENTS OF BUSINESS COMMUNICATION

ManagerManager

Services WorkerServices Worker

Cler icalCler ical

Technical WorkerTechnical Worker

So poor ly written messages result in loss of time, money, and even life.

So poor ly written messages result in loss of time, money, and even life.

1

2

3

4

Effectively in speaking and writing is useful in all areas of business, such as:

•Management•Technical•Clerical•Social positions

IMPORTANCE OF BUSINESS COMMUNICATION

51.6%

29.1%

40.7%

49.4%

METHODS OF BUSINESS COMMUNICATION

Memo, fax, e-mail, voice mail, letter.

Phone call, in-person.

Two-Way

One-Way

Collaborative Team meetings, consulting,

consensus, decision making, group problem solving.

INTERACTIVE MOMENT (Team Work)

The Obstacle Game!

It helps you to improve communication and listening skills, and to build trust between partners.

(End of Day-1)

TYPES OF BUSINESS COMMUNICATION

On the basis of Organization Relationship ( )

Formal Informal

On the basis of Flow ( )

Upward Downward Internal External

FormalFormal

Informal Informal

Planned communication. Memo, letter , report, e-mail faxes that follow

company’s chain of command.

Planned communication. Memo, letter , report, e-mail faxes that follow

company’s chain of command.

Casual Communication among employees, e-mails, face to face conversation, phone calls and discussions.

Casual Communication among employees, e-mails, face to face conversation, phone calls and discussions.

FORMAL AND INFORMAL COMMUNICATION

Verbal

and Non-verbal

Communication

VERBAL COMMUNICATION

It means communicating with words, written or spoken. Verbal communication consists of speaking, listening, writing, and reading.

EFFECTIVE VERBAL MESSAGES

Are brief, succinct (), and organized Are free of jargon () Do not create resistance in the listener

CHARACTERSTICS OF EFFECTIVE VERBAL COMMUNICATION

Consider the objective Be sincere Use simple language, familiar words Be brief and precise Assume nothing Use polite words and tone Say something interesting and pleasing

Listening

Requires concentration and energy Involves a psychological connection () with the

speaker Includes a desire and willingness to try and see

things from another's perspective Requires that we suspend judgment and

evaluation

Nonverbal Giving full physical attention to the speaker Being aware of the speaker's nonverbal messages

Verbal Paying attention to the words and feelings that are being

expressed

Key Listening Skills (Video-3)

ADVANTAGES

More personal and informal Makes immediate impact Provides opportunity for interaction and

feedback Help us correct ourselves (our messages

according to the feedback and non-verbal cues from the listener)

It is fastest and less expensive

DISADVANTAGES

It can quickly be forgotten A word once uttered cannot be taken back There is no legal evidence of oral

communication Impact may be short lived

NONVERBAL MESSAGES

Nonverbal messages are the primary way that we communicate emotions

Facial Expression

Postures and Gestures

Types of Non-verbal Communication

Importance of Nonverbal Communication

INTERACTIVE MOMENT (Group Work)

Chinese Whisper Challenge!

• Helps to show how small misconceptions can end up making a huge difference.

To communicate easily and effectively with your readers, you should apply the following Seven ‘C’ principles: 1. Clarity ( / ) 5. Correctness ()2. Conciseness () 6. Courtesy () 3. Consideration () 7. Completeness ()4. Concreteness ()

7 ‘C’ Principles of Written Communication

Complex Words Simple Words

A substantial segment of the population

Many people

Affords an opportunity Allows

•Choose, Simple, Short, Familiar, Conversational words

CLARITY

Complex Words Concise Words

Arrived at the conclusion Concluded

At a later date Later

•Use Concise Words

CLARITY

Absolutely free Meet together

Adequate enough Over with

As to whether Past experience

At about Personal opinion

Attached hereto Quite unique

•Avoid repetitive words. In the following redundant expressions, the italicized words are unnecessary and should be omitted:

CLARITY

Trite () Expressions Choose these Conversational Words

()Acknowledge receipt of thank you for

Agreeable with your desires in the matter

as you suggested

are in receipt of have

as per our conversation as we discussed

at the earliest possible date as soon as (you) can (ASAP)

at the present writing now

At your earliest convenience As soon as you can or when you are ready

CLARITY

Examples of some Conversational Words

CONCISENESS

• A concise message saves time and expenses for both sender and receiver. Conciseness means that you have to convey your message in the fewest possible words without sacrificing the other ‘C’ qualities. Conciseness is a very desirable quality. But conciseness should not be confused with briefness. To achieve conciseness, notice the following suggestions: Eliminate wordy expressions Include only relevant material Avoid unnecessary repetition

CONCISENESS

Dear Mr. Hassan: In reply to yours of recent mail; I wish to advise you that Mr. Naeem, about whom you inquired was terminated from his employment at Bright’s on July 30, 2016, due to the fact that he frequently did not appear at work at the appointed hour.

Dear Mr. Hassan:Mr. Naeem’s employment at Bright’s ended on July 30, 2016; because of excessive absence..

COURTESY Choose nondiscriminatory expressions Courtesy also requires use of nondiscriminatory

expressions that refer to any particular, gender, race, ethnic. origin, etc.

Instead of these gender-specific words.

Choose these Bias Free words

Businessman Business person or business worker

Chairman Chair, chairperson

Manpower Worker, employee

Newsman Newscaster or reporter or journalist

Salesman Salesperson, representative, agent

CORRECTNESS• The correctness principle is more than proper

grammar, punctuation and spelling. • A message may be perfect grammatically

mechanically but still lose a customer and fail to achieve a purpose. Though mistakes are never intentional, they spoil our image. Errors in the messages fall in the following categories:

Mistakes in names, figures, facts, and words. Mistakes in punctuation and capitalization Mistakes in the level of Language

CORRECTNESS

Mistakes in names, figures, facts, and words• Any mistakes in names, figures, facts, etc, can

make your message unclear. Such mistakes can also create problems for you. Imagine if you write 2000 where you were supposed to write 200.

• Mistakes in punctuation and capitalization must be avoided.

• So be careful to:• Verify your statistical data. • Double-check your totals. • Avoid guessing at laws that have an Impact

on you and your receiver.

CORRECTNESS

They're / Their / ThereThey’re going to store together. (contraction of “they are”)The managers are in their weekly meeting. (possessive)Place the flowers there. (adv. – indicates location/direction)

You're / Your You're going to be a great writer! (contraction of “you are”)Your hair looks nice today. (possessive)

Who's / Whose Who's on first base? (contraction of “who is”) Whose watch is this? (possession)

CORRECTNESS

It's / Its / Its’• It’s a beautiful day! (contraction of “it is”)• Download the program, along with its

readme file. (possessive)• Its’ is not a word.

Affect / Effect• The outage shouldn't affect anyone during

work hours. (verb – to act on, influence)• The outage shouldn't have any effect on

users. (noun – result)

CORRECTNESS

To / Too / Two• I am going to the store. (preposition)• She decided to go along too. (adv. – also)• My jacket is too small. (adv. – to an excessive

amount) • I have two buttons missing. (number)

A lot / Alot / Allot• The workers are worrying a lot about their jobs. (adv.

– to a great degree/extent)• Alot is not a word.• We were each allotted twenty tickets. (verb – to

assign/distribute)

• Consideration means writing every letter with your reader in mind. It also means acting on the ‘you attitude’. Three specific ways to indicate consideration are: Focus on ‘you’ instead of ‘I’ and ‘we’. Show audience benefits or interest. Emphasize positive, pleasant facts. Show audience benefits or interest. Emphasize positive, pleasant facts.

CONSIDERATION

COMPLETENESS Provide all necessary information.• Your reader needs to know how much, what size,

what type, and other details. To achieve this, your message should answer the “five Ws and one H”.

Answer all questions asked. • Replying to an inquiry or request, answer all

questions asked, and even anticipate the reader’s reaction by providing other relevant information.

Give something extra when desirable. • Sometimes, as an intelligent writer, you know what

your reader may need to know about any certain thing. In this case you must include anything that is of your reader’s benefit.

CONCRETENESS

Use specific facts and figures Always use specific facts and figures in your

messages. For example: Vague: Please send us the following items

by the end of this month. Clear: The following items should reach us

on or before 21st August.

(End of Day-2)

ELECTRONIC MAIL (E-MAIL) & BUSINESS LETTER

ETIQUETTES FOR WRITING E-MAIL (Video-4)

E-mail is meant to be brief-- Keep your message short. Use only a few paragraphs and a few sentences per paragraph. If you find yourself writing an overly long message, pick up the phone or call a meeting.

Ask for the permission of the recipient before sending an attachment– Many people avoid opening attached files due to virus threats. The title of file attached and its program must be mentioned in the message, e.g. The file is in MSWord 2003 under the name Labfile.

Thinking That No One Else Will Ever See Your E-MailOnce it has left your mailbox, you have no idea where your e-mail will end up. Don't use the Internet to send anything that you couldn't stand to see on a billboard on your way to work the next day. Use other means to communicate personal or sensitive information.

ETIQUETTES FOR WRITING E-MAIL Leaving Off Your Signature

Always close with your name, even though it is included at the top of the e-mail, and add contact information such as your phone, fax and street address. Creating a formal signature block with all that data is the most professional approach.

Complete the "To" Line Last-- The name or address of the person to whom you are writing is actually the last piece of information you should enter. Check everything else over carefully first. Proof for grammar, punctuation, spelling and clarity before sending the email.

Try to keep line length at 80 characters or less-- if your message is likely to be forwarded then keep it at 60 characters or less.

ETIQUETTES FOR WRITING E-MAIL

Bullet points can be used where necessary

Avoid using Block letters– IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING.

Be professional– stay away from abbreviations such as, u for you, plz for please etc., and those little smileys when you are writing professional emails. (though contractions can be used when you are writing in a conversational way.)

ETIQUETTES FOR WRITING E-MAIL Need not align your paragraphs– paragraphs are preferred

block

Answer swiftly-- Customers send an e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24 hours, and preferably within the same working day. If the email is complicated and needs time, just send an email back saying that you have received it i.e. Acknowledge it and that you will get back to them.

LAYOUT OF A BUSINESS LETTER

1. The Modified Block form 2. The Semi-Block form 3. The Full-Block form/the Block-form

MODIFIED BLOCK LETTER

FULL BLOCK LETTER

SEMI BLOCK

MODIFIED BLOCK VS. FULL BLOCK

LETTER SPACING

MEMO FORMAT

WHAT IS A MEMO?

Business memos are a piece of inter-office correspondence sent between employees in

a company or between company subsidiaries to transmit ideas, decisions,

requests or announcements. They are more private and more formal than emails but less formal than letters. They can also

be compared to reports, but very short ones.

A MEMO CONSISTS OF…

Header Purpose Summary Discussion  Action

ABOUT MEMO…

While a memo generally requests or delivers a quick response to a specific question, it may also be a compact version of a short report, holiday, vacation, officer sent for special duty, officer sent for out of the office duty, new rules, progress report, or lab report.

Memos are often routed, posted, and forwarded, which means they can reach a lot of people quickly.

“Memo”-- Latin memorandum, "a thing which must be remembered." As the meaning goes, memos also get filed, which means they can come back to haunt you later. 

REPORT WRITING

Before writing a report, the writer should ask What is the purpose of the report? What action is it intended to trigger? Who will read the report? How many people will read it? What do they need to know? What is their current level of knowledge?

STRUCTURE OF A REPORT Title page Acknowledgements Contents Executive Summary (or Abstract) Introduction Literature Review (usually in thesis) Methodology Results or findings Discussion Conclusion and recommendations References Appendices

TITLE PAGE & ACKNOWLEDGEMENT Title page states the title of the report, the name

of the author, department or project and the date.

In the acknowledgement section we acknowledge the help and support we have received from others for writing the report.

CONTENTS

Contents should state all sections and sub-sections with their respective page numbers

There may be two contents: one for all the sections and the other listing the chart, diagrams, figures, graph etc. The latter should come under a separate heading- List of Illustrations

Tips: the wisest thing to do will be to write the page numbers when you have finished your report

Use a numbering system:Use a numbering system: This can be either decimal or a mixture of

numerals and letters. The example on the next slide is the decimal system.

1. Main section1. Main section

2. Main section2. Main section2.1 first subsection of 22.2 second subsection of 2

3. Main section3.1 first subsection of 3

3.1.1 first subsection of 3.1 etc...

EXECUTIVE SUMMARY(ALSO CALLED ABSTRACT)

A short paragraph telling us about the report in a nutshell

Tells us in short about the main task, the methodology, conclusions drawn, and recommendations (if any)

Should include the main ‘bones’ of the report for ease of reference

The summary should be written after you have completed the report

Usually written last Not more than about a 1.5 spaced, 3/4 of a page of A4

INTRODUCTION

Gives us the background of the writing- how the issue came up, the scenario

The aims & objectives of the report Also analyses the departments under

consideration (if details are required) Background to the report specify the purpose of the research (terms of reference) (reference to similar work being done elsewhere) (acknowledgement of any help and cooperation)

CONCLUSION

We draw the conclusions we deduce from our findings and analysis (discussion)

There should be nothing new in this section This is more or less summarising the

interpretation of our results We can also incorporate the recommendations in

this section (opt)

-RECOMMENDATIONS This is an optional section We include this only when it is a report to resolve

issues, not when the report only informs facts Recommendations considers other best practices

to resolve similar issues while making its suggestions

Therefore we may bring up current findings from articles of newspapers and other media

Sample:Sample: a complete list of material directly referred to in the main text. After a quote in the main body of the text you may put (Afzal, 1994:78) = author of book used, date of publication, page number.

In your references at the back, the entry for this would be:

Jones, Md. A (1994): An introduction to Monetary Policy, Sonali Prokashon, Dhaka.

- Bibliography (Bibliography ()) : : A complete, alphabetical list of all sources consulted.

- Appendices (Appendices ()):: Detailed information which could have cluttered up the main body of the report, i.e. charts, graphs, tables of figures, supplementary information.

REPORT WRITING STAGES

The five major stages of report preparation are 1. Gathering the data 2. Analysing and sorting the results 3. Outlining the report 4. Writing the rough draft 5. Revising the rough draft

CONCLUSION Working on improving your

communications is a broad-brush activity. You have to change your thoughts, your feelings, and your

physical connections.

That way, you can break down the barriers that get in your way and start building relationships that

really work.

QUESTIONS & COMMENTSQUESTIONS & COMMENTS

Thank You !Thank You !