Name Roll Number Learning Centre Andheri Subject

: PRASHANT D. DEVALE : 510932455 : KARROX TECHNOLOGIES LTD,

: Business Communication

Date Of Submission : 13th June, 2009 Assignment No. : MB0023

Business Communication MB0023
SET- 2
Q 1. Comment on the appropriateness of each of the different communication channels for each of the following business situations – a) Performance appraisal b) Disciplining an employee c) Handling a customer’s warranty complaint. Answer – Types Of Communication : communication may be divided into two areas –
1. 2. 1.

Verbal communication. Nonverbal communication Verbal communication : Verbal communication, or communication through words, provides the opportunity for personal contact and two way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas a. oral communication. b. written communication

a. Oral communication : Oral communication may be defined as a process whereby a speaker interacts verbally with one or more listeners, in order to influence the latter’s behavior in some way or the other. Example – In a business context, a manager doing a performance appraisal with an employee, or a sales manager making a sales plan presentation to his sales team. Oral communication in a business context can take the form of meetings, presentations, one-to-one meetings , performance reviews and so on. Written communication : Written communication is a process whereby a writer inter acts verbally with a receiver, in order to influence the latter’s behavior. Example – A manager writing a letter of apology in response to a customer’s complaint regarding poor service.
b. 2.

Nonverbal communication : It defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of “dumb charades” is a perfect example. Nonverbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of nonverbal communication. Nonverbal communication can have a greater impact than verbal communication, since “how you say something” is sometimes more important than “what you say.” Although nonverbal communication can affect both our personal and business relationships, it is particularly important in the workplace. Therefore, while the spoken or written words may be perfect, the

nonverbal aspects could convey the exact opposite meaning. Q 2. Imagine that you are attending a business seminar. What are the different barriers that might come in the way of your listening effectively? Suggest ways to overcome these barriers. Answer –

Barriers to Listening : There are a number of obstacles that stand in the way of effective listening, both within and outside the workplace. These barriers may be categorized as follows – 1. Physiological Barriers – Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around 125 words per minute. Since listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. 2. Physical Barriers –

These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. 3. Attitudinal Barriers – Preoccupation with personal or work related problems can make it difficult to focus one’s attention completely on what a speaker is saying, even if what is being said is of prier importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. 4. Wrong Assumptions – The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and that listener have no role to play. Such an Assumption can be a big barrier to listening. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work – it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback etc. Yet anothe barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers. In fact David J. Schwartz, writer and management professor, emphasizes the importance of listening by saying “ Big people monopolize the listening. Small people monopolize the talking.”

5. Cultural Barriers Accents – It can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. Another type of cultural barrier is differing cultural values. The importance attached to listening and speaking differs in western and oriental cultures. Generally, Orientals regard listening and silence as almost a virtue, whereas Westerners attach greater importance to speaking. Therefore this would interfere with the listening process, when two people from these two different cultures communicate. 6. Gender Barriers Communication Gender Barriers Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women li sten very differently and for different purposes. Women are more likely to listen for the emotions behind a speaker’s words, while men listen more for the facts and the content. A male user may take his answer at face value, whereas a female user may detect some hesitation in his voice. This is because the male user listens for the content of the message, whereas the female user listens for the tone of the message. 7. Lack of Training Lack of Training Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context. Lee Iacocca, former Chairman of the Chrysler Corporation in the US, was one of the first to recognize the need for organized training programs in listening skills. Today, many organizations

both in India and abroad incorporate listening skills in their training programs. 8. Bad Listening Habits Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some people have the habit of “faking” attention or trying to look like a listener, in order to impress the speaker and to assure him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. Some of the suggested methods are discussed in detail below 1. Create a Conducive Environment – To an extent, you can try to control the environment in which communication takes place, so that listening can take place without any distractions. Ensuring a proper sound system and acoustics so that the speaker is audible, avoiding places with high levels of activity, loud noises from the outside environment and poor air conditioning systems, shutting off mobile phones and telephones are some of the ways in which you can overcome some of the physical barriers to listening. 2. Select Face-to-face Channels – Listening is less accurate in the absence of face-to-face communication. For example, listening to and understanding ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the case of calling a restaurant and placing orders over the telephone for home delivery of a meal. The chances are that your orders may not be understood correctly. Therefore, as far as possible, arrange face-to-face

contact to ensure more accurate listening. 3. Be Openminded and Avoid Distractions – Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be developed through various techniques and through constant practice. In addition, it is also important to rid yourself of the notion that you have nothing new to learn from the other person. Even if it is a subject about which you may be knowledgeable, the speaker may offer a different perspective or point of view. Therefore it is important to listen actively. 4. Use Nonverbal Cues to Indicate Active Listening – It is important to communicate to the speaker that you are listening actively to what he is saying. This can be done even without verbal communication. All the different aspects of nonverbal communication discussed earlier should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with an erect posture, nodding now and then to show appreciation and understanding and appropriate facial expressions are some of the ways in which your nonverbal communication can indicate that you are involved in what the speaker is saying. 5. Use Verbal Communication to Indicate Active Listening – While nonverbal behavior by itself can communicate that you are an active listener, it is also important to engage in verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. You need to seek clarifications, give feedback and suggestions, or just paraphrase in your own words what the speaker has said, in Order to convey that you have understood his message. 6. Listen First Before Responding –

Always let yourself finish listening before you begin to speak. Avoid the tendency to formulate your own response, ]even before You have listened completely to the speaker’s words. If you are too busy thinking about what to say next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you are preoccupied or rude. 7. Use the Speaker listener Gap Constructively – It was pointed out earlier that listeners have the ability to absorb information faster than speakers’ rate of speech. This spare time available to listeners is often misused by letting the mind wander and is one of the physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker has said, review what has been said so far and anticipate what he may say next. Thinking ahead of the speaker and trying to guess where his talk is leading is a good strategy for effective listening. This is not easy, but can be learnt through proper trainin g. 8. Focus on the Verbal and Nonverbal Message – Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the nonverbal behavior of the speaker. The importance of nonverbal cues has been emphasized throughout this book. It is important to watch for any positive or negative messages that may be conveyed through the speaker’s tone of voice, facial expressions, gestures and outward appearance. 9. Focus on the Content, rather than the Delivery – In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of the message, rather than on how the message is delivered. For example, looking at the power point slides during a speaker’s presentation may distract your attention from the main

point that he is trying to convey. Similarly, being over critical of the speaker’s accent or mannerisms may make you miss the essence of the message. 10. Ask Questions of Yourself and Make Notes– In order to engage in active listening, you also need to ask certain questions to yourself while listening. For example, “What is the key idea that the speaker is trying to convey?”,“ How does this fit in with I already know on thesubject?” or “ How is this presentation organized?”, are some possible questions that you could jot down along with the answers. The table below sums up some of the characteristics of good listeners, based on studies carried out on perceptions of listening behavior – A Good Listener 1. Considers al evidence before jumping to a conclusion 2. Takes notes when listening, in order to recall information or understand a difficult idea. 3. Concentrates on what the speaker is saying and not on unrelated thoughts 4. Is willing to consider the opinions of others 5. Listens openly when others disagree with him 6. Encourages others to express their ideas, instead of occupying center stage 7. Is able to grasp the main idea from others’ Comments 8. Is curious about other people and their ideas 9. Does not interrupt others, or change the topic to suit his purpose 10. Makes the speaker feel comfortable while talking 11. Remembers important ideas given by others, even when he is busy 12. Does not pretend to understand, when he is confused 13. Recognizes that people may change over time and have something new to offer

14. Tries to find solutions to others’ problems 15. knows when to speak and when to listen Q 3. Mention two different situations (imaginary) when oral presentations would be more effective than written presentations, reasoning why. Explain the different principles for making successful oral business presentations. Answer – Oral business Presentation is a powerful way of presenting your ideas to others, and are usually called for when a written memo or report will no be sufficient to do the job. A written presentation is less effective in some manner
1.

a.

Definition of the Purpose of the Presentation Before preparing for the presentation, it is important to be clear on the goal of the presentation. A“statement of purpose”, expressing what you want to achieve through the presentation should be framed, so that it becomes easy to measure whether the goal has been accomplished or not. The purpose of the presentation may be stated in broad or general terms, or in more specific terms. A general statement of purpose could be expressed in terms of one of the following – To Inform – A presentation that seeks to inform would merely create awareness about developments and progress on specific fronts, or try to spread knowledge about something new. In the table above, the first eight types of presentations are aimed at informing different audiences

about something or the other – new procedures, new terminology, new software, findings of a study, sales progress, company achievements, Viewpoints and background. b. To Persuade – A presentation that aims to persuade would try to change the attitudeor behavior of the audience. It usually involves selling either a product, or an idea. In the above table, the product presentation, project proposal and policy proposal, are all persuasive presentations. The product presentation seeks to persuade consumers to try a new product, the project proposal tries to persuade bankers to provide funds for a new project and the policy proposal tries to persuade top management to adopt a new policy of reimbursing mobil e expenses. c. To Entertain – A presentation with this purpose is meant to make the audience relax and have a good time. In the table above, presentations marking special occasions such as the company anniversary, may merely focus on making people feel good about them. Although it is useful to define the general purpose of a presentation, it is more important to rame a specific statement of purpose, which clearly spells out the answers to the following questions – 1. Whom do I want to influence? 2. What do I want them to do at the end of the presentation? 3. How do I want them to do it? 4. When? 5. Where?
2.

Development of the Key Idea The key idea of a presentation is a statement that expresses the main message to be conveyed to your audience. t is different from a statement of purpose, in that the purpose is generally meant for yourself as the presenter, while the key idea is mentioned to the audience at the beginning of the presentation.

3.

a.

b.

c.

d.

Audience Analysis Making a good presentation alone is not enough. It also has to be tailored to your listeners, in such a way that they understand and appreciate it. The following information should be gathered about your audience, even before you begin preparing for the presentation – Job Designations and Areas of Expertise – You need to find out whether the audience comprises of specialists in a particular area such as information technology, or generalists. If they are specialists, your presentation could include technical aspects and jargon, which they would be able to understand. If not, you may have to make the presentation more simple, or explain some of the terms elaborately. Preferred Style of Presentation –It would also be relevant to know the personal preferences of your audience, with regard to the style of presentation that they are most comfortable with. Some people may prefer a more informal or conversational style with some humor thrown in, to a more formal style. Others may like the presentation to be made at a slower pace. It should be remembered however, that humor should be used with care, so that it is relevant and does not offend the audience. Analyzing all this in advance would help in determining how the presentation should be delivered. Demographic Characteristics of the Audience – The gender, age, cultural background and economic status of the audience also needs to be studied in advance, so that the presentation may be tailored to appeal to that particular audience. Example – A financial planner addressing an audience comprising of senior citizens, is likely to suggest investment options that would be different from those that might be suggested for a younger audience. Size of the Audience – The size of the audience would determine your presentation style, the time set aside for questions and answers,the size of visuals and so on. With a smaller group, the presentation

e.

f.

could be made less formal, the time for questions and answers less and the visuals smaller, than for a larger group. The Level of Knowledge on the Subject – You need to know how familiar your audience is with the subject of the presentation. If the audience comprises of experts in that particular area, basic explanations may not be needed. On the other hand, if the level of familiarity is not so high, a lot of background information and explanation will be required. The Attitude of the Audience – The attitude of your listeners, both towards you as a speaker and towards the topic of the presentation, needs to be studied in advance. If the audience is prejudiced towards you for some reason, you may have to alter your style of presentation considerably. If the presentation happens to be on a sensitive topic, you may have to proceed very tactfully. This is especially true of presentations that aim to persuade. Analysis of Yourself as a Speaker Apart from analyzing your audience, you also need to do a self-analysis to determine your own purpose of making the presentation, your level of knowledge on the subject and your feelings about he subject. As explained earlier, a clear statement of the specific purpose of the presentation should be developed. If you have a choice of subject, it is always better to speak on a subject on which you are an authority. If the choice is not given to you and you are less knowledgeable, then it is important to research the subject thoroughly, so that you are in a position to anticipate and answer any questions. Finally, you need to assess your feelings about the subject and make sure that you are convinced enough to be able to persuade others as well. This is similar to a salesperson being convinced about a product to be sold Analysis of the Circumstances This includes taking into consideration any limitations of infrastructure, time and context that might affect your presentation in any way. For

4.

5.

a.

b.

c.

example, if you will be speaking in a small room where the lighting and the acoustics are insufficient, you may have to overcome these limitations by alterin the seating arrangement, using brighter visuals and speaking loudly. If the presentation is to be made after lunch, it may have to be made more attention getting, so that the audience is kept alert. If you are making a presentation as part of a team, your style of presentation has to be consistent with that of your team members. 6. Preparation of Outline Once the initial groundwork has been done, you will need to develop an outline of your presentation. Irrespective of the nature and purpose of the presentation, a standard format is generally followed, including the following – Introduction – This should include an “attention getter” to get the audience involved and interested in the presentation topic. Several techniques may be used to command attention, which will be discussed later. The key idea, or main message which was discussed earlier, will also be conveyed to the audience during the introduction. Body or Main Section – This is where the main points will be presented and elaborated upon. It is best to limit the number of main points to five, so as not to overload the listeners with too much information. Conclusion – A brief summary of the presentation, along with concluding remarks would be included in this section. The conclusion should have as much “punch” as the attention getter in the introduction. Collection of Information and Material Once the outline of the presentation has been developed, you will need to start gathering the relevant material. This is a time consuming process and requires a fair amount of research. The information can generally be gathered from existing sources such as magazines, newspapers and the internet. Sometimes, you may need to do original research in the form of a survey to gather fresh data. For example, if you are making a presentation on a new product, you may have to conduct a survey to find

6.

out how consumers feel about that product concept and also about similar, competing products. 8. Organization of the Body The body of the presentation should always be prepared before the introduction. Organizing the body consists in identifying the key points that will support your main idea and then selecting an organizational plan to develop these key points. Let us take our earlier example of a sales presentation on a vacuum cleaner to prospective customers, where the key idea is to highlight that it is superior to competing brands. The main points in this case may be – 1. It has greater cleaning power than other brands. 2. It is more affordable 3. It is easier to use than other brands. Once the main points have been determined, sub points can be developed to expand on each of these.
7.

Planning the Introduction Since the introduction is where you make the first impression, it should be planned with care. It should take up between 10 and 15 percent of your total speaking time. At the outset, you need to try and establish your credibility, by showing that you are qualified to speak on the subject of the presentation. An attention getting opener should be developed, using techniques such as humor, dramatic questions,an interesting story, a quotation or a startling statement. Planning the Conclusion The conclusion of a presentation should be shorter than the introduction and occupy only 5 per cent of the entire presentation. Generally, every conclusion should have a review and a closing statement. The review is essentially a reinforcement of the key idea and a summary of the main points. The main points can be enumerated, as in the outline of the presentation. The closing statement should be as strong as your opening statement, so that your audience will remember the presentation. Therefore, the same techniques used to

8.

capture audience attention may also be used to prepare a good closing statement. In the case of persuasive presentations, the closing statement can include a call for immediate action. 9. Selection of a Delivery Style Once your presentation has been adequately prepared in terms of content, you also need to ensure that it will be delivered effectively, by selecting an appropriate style of delivery. Five different delivery styles are available to spea kers a. Speaking Impromptu – In this case, the speaker is called upon to say a few words without any warning or advance notice. Since there is little or no time given for preparation, it is suited for only expert speakers. Impromptu speeches should be brief, simple and direct, compared to prepared speeches. b. Speaking Extemporaneously – This is different from speaking impromptu. While impromptu speeches are delivered on the spot and not rehearsed, an extemporaneous speech is prepared and rehearsed in advance, but delivered naturally, without the support of note s or other aids. This is the delivery style used by experienced professionals, who have sufficient knowledge of the subject to be able to speak without relying on notes. c. Memorizing the Presentation – This is the least appealing style of delivery, since it comes across as unnatural and monotonous to the audience. A speaker who memorizes and delivers a presentation word for word will also be at a disadvantage if he forgets a part of the speech since he or she will be unable to speak naturally. d. Reading from Written Notes – This consists in reading th e entire presentation from notes. It is a method used by government or business officials and may be appropriate when the material to be presented is highly technical or complex. However, it has some limitations. First, it gives the impression that the speech is very long and heavy. Secondly, it prevents the presenter from making eye contact with the audience.

e.

Speaking from Notes – This is generally the most effective style of delivery. It consists in jotting down the main ideas in point form on index cards and then referring to these cards merely as a trigger while speaking. If the main ideas are put down briefly on the cards, the speaker can elaborate on these ideas in his own words and speak for any length of time. The presentation is likely to be more effective, since it comes across as natural and permits eyecontact with the audience.

Q 4. The Office Manager of a Company has written to you, requesting you to replace the lot of 30 allegedly defective printers that he bought from you ten days ago. Write a letter in response to his request, declining replacement, but suggesting an alternative, which you think will retain his loyalty as a customer. Answer – 10thJune2009 Thomas Mathew Office Manager HDFC Bank Ltd 6/1 Gulmohar Rd, Mumbai, 400078. Dear Mr. Mathew, I am writing u a letter in information related to replacement of printer. Actually as per our company policy there is 7 days

replacement warranty. So please be corporate us as we can replace the printer but I am giving alternate solution After seven days according to our policy defective printers will be repair by our authorized service center. But you are our main and major customer you don’t required to send your printer in our service center, we will send our engineer on your place for check the defective printers. I am giving such a alternate solution, if any issue related to the problem you can free to contact us on our customer support number. I am aware of problem u facing now. I try my best efforts to solve this problem.

Sincerely, Prashant Devale, Dell India Ltd Sai Road, Andheri, Mumbai 400 070

Q 5. Assume that you are the President of the Mess Committee in your

college and that you have received several complaints from the students, concerning the quality of food and timings for various meals. The complaints are regarding the following issues – unhygienic conditions, overcrowding, tasteless food, excessive oil and spices and no variation. Write a report to the Director of your institute, on the basis of the data procured and suggest means through which it can be improved. Answer – 10thJune2009 Johnson Mathew Director Ray Institute R.G Gulmohar Rd, Mumbai- 400173. Dear Mr. Johnson,

I am writing u a letter for complaint of our institute. In our institute there are Several complaints from the students, concerning the quality of food and timing for various meals. The complaints are regarding for the unhygienic conditions , overcrowding in canteen, testeless food, excessive oil & spices and no variation. I am suggest you that verify this and take some strick decision against all the above issues. Your sincerly, Prashant Devale President of Mess Commitee

Q 6. Case Study Business Meetings in the UK Foreigners may believe that the UK resident is overly formal and focused on etiquette, with conversation based almost entirely on the weather. However, in reality the communication culture of the UK business world is more open and relaxed than many imagine, with efforts to extend a work relationship into the realms of informality or even friendship. Reading between the lines

Cross cultural solutions website Kwintessential.co.uk notes that UK businesspeople employ a unique style of conversation, unlike their European or American counterparts. "The British have an interesting mix of communication styles encompassing both understatement and direct communication," the site suggests. While stating that some, especially older, members of the community still use quite formal language, the website points out that the British tend to use qualifiers such as ‘possibly' or ‘it could be' to avoid making exaggerated claims. Overwhelmingly, the British conversational style is more understated than direct. The British dislike animated or heated discussions and tend to avoid raised voices or over-enthusiastic body language. As Executive Planet points out: "A pensive ‘hum' may convey enthusiasm or hostility - or indifference.” "This may be disconcerting for foreigners, especially Americans, who are more accustomed to a forthright directness that Britons find embarrassing. On the whole though, communication in the UK is reasonably relaxed, friendly and informal. Kwintessential reveals that workplace conversations can be about personal issues in addition to business matters. This means that relationships between colleagues can often approach friendship more than relationships found in other countries, with individuals who have frequent contact through business conversing about their families and leisure activities. The British sense of humor and the…weather According to Executive Planet, humor is also prized by the British and seen as a positive addition to communication. The culture of ‘banter', or short, humorous exchanges, is an established tradition in the UK, which may seem strange to those more accustomed to a thoroughly formal working environment. Occasionally, these exchanges can display inappropriate levity, although this is very unlikely to occur in a serious business

encounter and is more likely to happen between two people who are quite familiar with each other. However, individuals should not feel compelled to make jokes of their own or strive to be overly witty - for the British, humor is something that flows naturally into conversation and is not forced. In addition to discussing the business at hand, there are a wide range of topics that the visitor can bring up to further a conversation, claims Executive Planet. While clichéd, the weather is always a good starting point and will promote a response. Sport is another major topic of conversation, with many UK residents following a football team. Current affairs and music are also areas that will lead to an engaging conversation, while commenting on the good points of the UK will also be welcomed. Topics to avoid There are topics to avoid, reveals Executive Planet, with the most notable ones including religion, political issues and questions that may be deemed too personal. This openness in communication causes differences in the usual British meeting to its international equivalent, according to Kwintessential. "Business meetings are one arena in which poor etiquette can have negative effects," the website says. "By improving your business meeting etiquette you automatically improve your chances of success," it continues. Attendees to the meeting will usual undertake a degree of small talk before the proper start, with any greetings, handshakes and introductions being made as necessary. Once the meeting starts, it will be chaired by the most senior person present - although the proceedings are not conducted in as hierarchical a fashion as found in other countries. Business meetings in the UK are more of an open forum than a top-heavy setting of the agenda.

Objective criticism and free discussion of the topic at hand are encouraged more than they are in other cultures, with individuals allowed to express their views and ideas as appropriate. While in a meeting, show good manners by being attentive to what is said. “If presenting, use clear communication, backing up the pitch with facts and figures rather than emotion”, suggests Kwintessential.co.uk. In essence, business communication in the UK is a balance between formality and openness. Key points to remember are respect and friendliness, with the usual customs of etiquette, such as a neat appearance, a handshake greeting and good manners, increasing the chances of a successful business encounter. Q. Develop a set of specific guidelines, both for conducting and participating in business meetings in the UK, based on the facts of the case. Answer – The communication culture of the UK business world is more open and relaxed than many imagine, with efforts to extend a work relationship into the realms of informality or even friendship. UK businesspeople employ a unique style of conversation, unlike their European or American counterparts. "The British have an interesting mix of communication styles encompassing both understatement and direct communication," the site suggests. While stating that some, especially older, members of the community still use quite formal language, the website points out that the British tend to use qualifiers such as ‘possibly' or ‘it could be' to avoid making exaggerated claims. Overwhelmingly, the British conversational style is more understated than direct. The British dislike animated or heated discussions and tend to avoid raised voices or over-enthusiastic body language. the whole though, communication in the UK is reasonably relaxed, friendly and informal.

Kwintessential reveals that workplace conversations can be about personal issues in addition to business matters.This means that relationships between colleagues can often approach friendship more than relationships found in other countries, with individuals who have frequent contact through business conversing about their families and leisure activities. According to Executive Planet, humor is also prized by the British and seen as a positive addition to communication. The culture of ‘banter', or short, humorous exchanges, is an established tradition in the UK, which may seem strange to those more accustomed to a thoroughly formal working environment. Occasionally, these exchanges can display inappropriate levity, although this is very unlikely to occur in a serious business encounter and is more likely to happen between two people who are quite familiar with each other. "Business meetings are one arena in which poor etiquette can have negative effects," the website says.By improving your business meeting etiquette youautomatically improve your chances of success, it continues. Attendees to the meeting will usual undertake a degree of small talk before the proper start, with any greetings, handshakes and introductions being made as necessary. Once the meeting starts, it will be chaired by the most senior person present - although the proceedings are not conducted in as hierarchical a fashion as found in other countries. Business meetings in the UK are more of an open forum than a top-heavy setting of the agenda. Objective criticism and free discussion of the topic at hand are encouraged more than they are in other cultures, with individuals allowed to express their views and ideas as appropriate.

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