Language Tips for Everyday Business Communication – Classroom Training Topics Covered during the Presentation  Email & Business

Related day to day Formal Communications  Language Of Meetings  Telephonic Communication  Verbal & Non-verbal Communication  Telephonic / Teleconferencing / Videoconferencing Etiquettes Purpose of Everyday Business Communication: We live in a Corporate World where we have to present ourselves and, most importantly, represent our organization. 98% of the business that TCS engages in, is repeat Business. It is essential to maintain the same cordial relations with the Customer/Client in order to keep them satisfied and happy at the same time with our products and services offered. It is essential to be at our very best always, because if it’s not you then its some-one else to fill into your shoes, as it is a competitive world. Good Communication Skills not only help in the success of one’s organization but also leads to one’s characteristic growth. Different types of Modules covered under each Type of Business Communication: 1) Email & Business Related day to day Formal Communications Introducing Yourself  Making Requests  Giving Polite Replies  Asking for Permissions  Asking for Clarifications  Offering Help  Expressing Opinions  Giving Suggestions  Agreeing / Disagreeing

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 Criticizing / Complaining  Apologizing 2) Languages Of Meetings Purpose of the Meeting  Schedule of the Meeting  Venue, Timings, Attendees, Invites  Meeting Etiquettes  How to put your point Across  Reviews, Summing Up, Action Items & MOM 3) Telephonic Communication Telephonic Etiquettes  Agenda  Scheduling, Invitees  Small Talks  Precision & Conciseness 4) Verbal & Non-Verbal Communication –  Body Language  Gestures, Appearance, Eye Contact  Where to use Jargons  Voice, Pace, Tone Modulation

5) Teleconferencing / Videoconferencing Etiquettes –  What to do & What not to do during a Teleconferencing / Videoconferencing  Basic Etiquettes

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 Listening, Understanding, Interpreting, Confirming, Reading Back Benefits of each Module: 1) Email & Business Related day to day Formal CommunicationsType of Communication Introducing Yourself Pointers / Importance / How to Frame Sentences • • • • • • Making Requests • First Impression is the best Impression ‘Hi, I’m Mr. X’ ‘My Name is’ If the name is long, suggest some alternative small name Never use ‘Myself’ or ‘This’ to Introduce yourself to someone ‘This is’ is used to Introduce others to someone, and not for introducing ourselves When making Requests, it should always be in the form of a Question / Interrogative Statement so that the onus is always on the other person to Accept / Decline it. Follow it up with reason as to how beneficial it will be, if the request is approved Use ‘Could you’ OR ‘Can you’ OR ‘Would you’ OR ‘Will you’ OR ‘Can I’ OR ‘Could I’ Adding a Please in the request makes it polite I’d really appreciate if … Replies to Questions / Queries / Requests should be either or Positive or Negative, so that the Requester’s question is answered Eg ‘Sure’ OR ‘Certainly’ OR ‘Definitely’ Again, this should be in the form of a Question / Interrogative Statement so that the opposite person is compelled to answer it. ‘Do you mind if I?’ ‘Could I?’ ‘May I?’ ‘Is it alright if I?’ ‘Do you think I could?’ ‘Could I please?’ Adding a Please in some of the above requests makes it polite Always ask for Clarifications in the form of a Question What I understand from this Communication is that you need …. So if I not wrong, this is what you…

• • • • • • • • • • • • • Asking for Clarifications • • •

Giving Polite Replies to Requests Asking For Permissions

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Offering Help

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Expressing Opinions / Giving Suggestions

Agreeing / Disagreeing

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Criticizing / Complaining

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According to my understanding, … So, If I have understood correctly, this… When offering help, try to put it in a way that the other person does not feel inferior/incompetent in doing that Task ‘If you need any help, just let me know’ ‘Shall I help you out?’ ‘Would you like me to help you in this?’ Opinions are personal views on a particular topic. Care should be taken these opinions are not Offensive or Derogatory or in the form of criticism In my Opinion/It appears to me (weaker form of opining) I feel that / I think (Neutral) I’m convinced that (Strong) I strongly feel that / I have no doubt about it (Very Strong) To be frank with you Honestly speaking… Perhaps you should …. When Agreeing OR Disagreeing, it is important to put it in a mild manner (3 part way) consisting of our Agreeing/Disagreeing, Reason, Alternatives/Suggestions Agree -> I’m all in favor of that / I agree / You are absolutely right (strong) I can’t agree more Disagree -> I cant agree because / I’m afraid because I can see the point you are trying to make, but I would look at it in this way I’m afraid this wont work (follow up with Reason) I’m not sure … When Criticizing OR Complaining, it is important to put it in a mild manner (3 part way) consisting of our Agreeing/Disagreeing, Reason, Alternatives/Suggestions It should not point to an Individual Should not lead to loss of Confidence in the opposite person It should in the form of Constructive Criticism / Feedback I’m sorry to mention this, but (…) What are you going to do about… Most effective way of complaining will not leave a bitter taste in the opposite person, and he/she will

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Apologizing

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Email Content

make sure of not repeating it again Apologize and give reason for it It should follow the L – A – S – T method L > Listening. Listen to the Complaint, wait till the opposite person vents it completely, till he loses out on breath A > Apologizing. Apologize, AND even if its not your fault. S > Suggest a Solution/Alternative/New Plan of Action/Checks and Balances to avoid further occurrences T > lastly, Thank them for Patience / Waiting / Bearing with the Re-Work / Problem ‘We understand your problem, but…’ ‘I’m so sorry about it ‘ Should be relevant to the topic Main points should be concise, clear and understandable The content should be precise, to the point and informative. The Email should not be cluttered and messy. The content should not be ambiguous and misleading.

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Languages Of MeetingsPointers / Importance / How to Frame Sentences • • The Agenda / Purpose of the Meeting should be clear to extract the maximum out of the Meeting A bit of briefing on the same to all the Stakeholders, so that they have an idea, is advantageous. This can be included in the meeting invite. Clarity in the Agenda Before scheduling a meeting, its important to check the availability of ALL the stakeholders in that meeting. A Mail chain can be initiated to get this done. Again, this should be requested politely. The Venue, Timings, Invitees need to be mentioned in the Meeting Invite. Plan ahead. Avoid last minute scheduling, unless important. Always be ON TIME, whether its reaching the Venue, scheduling the meeting, or sending out the invites Sit upright. Do not slouch.

Action Item / Type of Communication Purpose of the Meeting

Schedule of the Meeting

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Venue, Timings, Attendees, Invites

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Meeting Etiquettes

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How to put your point Across

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Listen to what is being said, before putting your point across the table. Speak one person at a time. Do not interrupt unless it requires urgent attention. Interpret what is being discussed before asking Questions Make sure everything is understood at that point only. Do not leave any Open Questions. Get the doubts/concerns clarified there itself, rather than asking it to fellow associates post the meeting. Allow me to interrupt you for a moment, but I’d want to make a point here Completion reports. Can I make a point here? Can I pitch in with my view here, before we move on? I’m afraid I cant agree with you on this because Allow me to interrupt you for a moment, but I’d want to make a point here Apologies for interrupting you, but I have a point to make here that is related to what you are saying Can I make a point here? Can I pitch in with my view here, before we move on? Review OR Sum up the Discussions of the meeting, at the end. So that further clarity is achieved, and there is no room for miscommunication. This also makes sure everybody is aligned with the agenda, and no body has misinterpreted anything. Assign Action Items throughout the course of the meeting, so that everybody knows what their task is. An MOM containing Action items just goes the extra mile, and serves as a reminder. Make sure somebody is noting down the MOM for Invitees that could not make it, for the rest of the Team

How to Interrupt / Join in the Agenda talk

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Reviews, Summing Up, Action Items & MOM

3) Telephonic Communication Action Item / Type of Communication Purpose / Agenda of the Meeting Pointers / Importance / How to Frame Sentences • The Agenda / Purpose of the Call should be clear to extract the maximum out of the Conversation

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Telephonic Etiquettes

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• • Scheduling, Invitees • • Small Talks • • •

A bit of briefing on the same to all the Stakeholders, so that they have an idea, is advantageous. This can be included in the Call invite. Clarity in the Agenda Before scheduling a meeting, its important to check the availability of the person being called Always check if the person being called is the person actually on the line. Cross verify. Introduce yourself first, before carrying on with the discussion Ask the person on the other side, if he can spare a few minutes of his schedule. Give a definite time that you will take with the discussion so that the other person can plan accordingly ‘Can I have 2 minutes of your time for discussing this Issue X?’ ‘Could you please spare 2 minutes of your time for this..’ ‘I have to discuss topic X with you. Is it a good time to talk?’ Mention of a specific time and subject will add clarity on the importance and purpose of the call. Listen to what is being said, before putting your point across the table. Speak one person at a time. Do not interrupt unless it requires urgent attention. Interpret what is being discussed before asking Questions Make sure everything is understood at that point only. Do not leave any Open Questions. Get the doubts/concerns clarified there itself, rather than asking it to fellow associates post the meeting. Keep the Microphone on Mute, when you are not talking Avoid parallel discussions with somebody else, so that there is full Attention on what is going on in the call. The Venue, Timings, Invitees need to be mentioned in the Call Invite. Plan ahead. Avoid last minute scheduling, unless important. Small talk is the small talk time on the phone before everybody gets on the line with the actual agenda of the meeting. It is mostly a one-on-one. Do not ask/inquire about anything personal. Asking about Family, Children, Health, Life and

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How to Interrupt Politely / Join in on the Agenda talk

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day to day activities is considered Personal Weather, Festive Season, Project Briefing, Project Review, Weekly Review are good topics for small talks Listen to what is being said, before putting your point across the table. Speak one person at a time. Do not interrupt unless it requires urgent attention. Interpret what is being discussed before asking Questions Make sure everything is understood at that point only. Do not leave any Open Questions. Get the doubts/concerns clarified there itself, rather than asking it to fellow associates post the meeting. I’m afraid I cant agree with you on this because Allow me to interrupt you for a moment, but I’d want to make a point here Apologies for interrupting you, but I have a point to make here that is related to what you are saying Can I make a point here? Can I pitch in with my view here, before we move on?

4)

Verbal & Non-Verbal Communication – Pointers / Importance / How to Frame Sentences • • • • Maintain an overall pleasing, positive Body language Use Gestures to explain it better, so that the ideal effectiveness of the Communication is achieved. Avoid excessive use of Jargons, unless the audience is well acquainted with it. Maintain Eye Contact with the target Audience, to sustain their Attention, and also to keep them engaged in the topic Understand the Audience, and their level of Knowledge Put yourself in their shoes, and try to interpret how they would be thinking. Content should be tailored to Audiences’ likes, and level of knowledge, for the overall Communication to be effective Keep the Communication Precise and to the point

Action Item / Type of Communication General Communication Etiquettes

Understanding the Audience

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Use Voice Control Techniques > Volume Control >Tone Modulation, > Intonation To emphasize where it is required. Give examples wherever necessary, and more often, to increase clarity on issues

5) Teleconferencing / Videoconferencing Etiquettes – Action Item / Type of Communication General Communication Etiquettes Pointers / Importance / How to Frame Sentences • • • • • • • • Understanding the Audience • • • • • Introduce yourself after joining the Conference. When you join the Conf Call well after the stipulated time, do not interrupt and Introduce yourself Wait for the moment where you have to make a point, Apologize for joining in late, and then make your point Keep the Communication Precise and to the point Avoid excessive use of Jargons, unless the audience is well acquainted with it. Give full attention to the call Do not indulge in eating or communicating with other associates parallel, as that diverts attention Keep on mute if you are not speaking, to avoid disturbances/cross-talk/echo Understand the Audience, and their level of Knowledge Put yourself in their shoes, and try to interpret how they would be thinking. Content should be tailored to Audiences’ likes, and level of knowledge, for the overall Communication to be effective Keep the Communication Precise and to the point Use Voice Control Techniques > Volume Control >Tone Modulation, > Intonation to emphasize where its required. Give examples wherever necessary, and more often, to increase clarity on issues Read back/confirm where you have doubts, to avoid reworks or induce delays.

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