MODERN COMMUNICATION

TECHNIQUES
BY DR. USHA KUMAR
 TELECONFERENCING
 Facilitates discussion with a group of persons scattered over
the country or around the world
 Teleconferencing encompasses both Audio conferencing and
video conferencing

Audio Conferencing
– It is the use of voice communication equipment to establish an
audio link between geographically dispersed persons for the
purpose of conducting a conference.
– It can be arranged in a short time.
– It is thus very beneficial to organizations spread over a wide
geographical area and which need frequent oral interactions
across various units or customers/suppliers.
 TELECONFERENCING
Video Conferencing
 Exchange of messages (both voice and images) between
individuals or groups of people separated by topographical
distance.
 It requires special equipments eg. Computers with camera and
microphone and appropriate software for videoconferencing
over internet.
 This method of communication enables the observation of
body language of interlocutors, lending the advantage of face
to face communication.
 It is emerging as a major tool in business and management.
 This set up is most expensive amongst the electronically aided
conferencing approaches.
 E-MAIL
 Electronic Mail (a) is the medium of communication that sends
and receives messages through specially designed computer
networks.
 It has become the most popular communication medium.
 Due to its high speed, low cost and efficiency, e-mail today has
become one of the most important channels of communication.
 E-mail writing skill is essential because e-mail can be an
important communications channel between us and our peers,
subordinates, superiors, other colleagues, customers, and several
other people.
 As e-mails are faster than letters and memos, they are used for
quick transmission of information and ideas.
 ADVANTAGE OF E-MAIL
– Speed
• Message can be quickly sent to anyone anywhere in the world. Distance
is immaterial.
– Low Cost
• It is less expensive than any other channel of communication (mail,
telephone, fax etc)
– Quick Distribution
• E-Mail makes distribution quick and easy. Messages can be sent to
more than one person. No wasting of time and no repetition.
– Flexibility
• Allows complete flexibility during composing and drafting.
– Easy Attachments
• It is easy to attach files, photographs, clippings, drawings, video clips,
sound recordings and so on in an e-mail.
– Easy Upward communication
• E-mail is less formal and structured than letters and memos. The sender
can follow any set patterns of writing and is free to choose any style or
pattern that suits the content.
 CHARACTERISTICS OF A SUCCESSFUL E-MAIL
Five Characteristics that distinguish successful e-mail messages
– Concise
• Most important characteristic of a successful e-mail. It should contain
only relevant information. Ideas should organised in such a way that the
e-mail makes its point with fewest words.
– Correct
• Accuracy is crucial to successful e-mail writing. Correct format and
structures should be used with correct email address. Contents should
checked for factual , spelling and grammatical accuracy
– Clear
• E-mail should be simple and clear. Message should be written in short
sentences and paragraphs with simple, familiar and direct words.
– Conversation Tone
• The tone of the e-mail messages are usually formal yet conversational.
It is better to use a tone which gives a personal touch to the e-mails.
– Single Theme
• Should ideally deal with only one topic. Develop a single theme logically
and subordinating related ideas.
 ESSENTIALS OF AN EMAIL:

· To field
· Bcc and Cc field to be filled if necessary
· Subject line
· Salutation
· Opening
· Body
· Closing
· Disclaimer if required
Signature

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 SALUTATION

Dear Personnel Director:

Dear Sir or Ma’am
Dear Jane,
Dear Mr., Mrs., Miss or Ms.

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 A STRONG OPENING FOR THE BUSINESS LETTER

We appreciate you being one of our valued customers and

it's a privilege to be of service to you.

I write with reference to our telephone conversation

yesterday regarding…..

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 A STRONG CLOSING FOR THE BUSINESS LETTER

I look forward to hearing from you. Please revert if you

have any queries.

 I regret that I cannot be of more assistance in this

matter. Please do not hesitate to contact me, if you have
any further queries.

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 EMAIL PROTOCOL…

 What is protocol?
Email Messages are systematic attempts to
colloborate with colleagues and other
professionals and hence standard e-mail
practices should be followed.

 What is essential in protocol?

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 Email Protocol…
 Follow Established e-mail conventions
 Every organisation maintains certain norms regarding
electronic communication.
 It is important to be familiar with the established e-mail
conventions of the organisation that we work in.
 Check e-mail daily
 As speed is the main advantage of e-mail, everyone would
want a quick response to his/her e-mail.
 Be Correct
 Many people tend to be casual while writing email
messages. Special care should be taken about accuracy
which includes both information and presentation.

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 EMAIL PROTOCOL…
 Be Brief
 E-mail may be used effectively to convey non-sensitive simple
messages. It may not be very suitable for complex or sensitive
information.
 Be formal
 E-mail is a formal medium of communication and formal language
should be used.
 Maintain Readability
 In order to make message more readable, take care of summary,
heading, side headings, listings and so on.
 Care about tone
 Using a tactless or negative tones can lead to confusion and
misunderstanding. A formal but conversational tone, which gives a
personal touch to your e-mail is preferred

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Example 1

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Example 2

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 EDITING…

 Review
 Spelling
 Punctuations
 Sentence structure
 Spacing
 Formatting
 Capitals
 Word usage

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 IS PROOFREADING THE SAME…
…AS EDITING?

NO

These are two different stages of the revision process.

IPR Careercruise 17
WHY PROOFREAD?… IS IT IMPORTANT?

IPR Careercruise 18
 THE PROOFREADING PROCESS…

 Don’t rely entirely on spell checks.

 Don’t rely on grammar checks.
 Proofread for only one kind of error.
 Read slow and read every word.
 Separate the text into individual sentences.

IPR Careercruise 19
 ANSWER PROMPTLY

 Customers send an e-mail because they wish to receive a

quick response.
 Each e-mail should be replied to within at least 24 hours.
 If you need time to resolve the situation, just send an email
back saying that you have received the email and that you will
get back within a stipulated time.

IPR Careercruise 20
 DON'T LEAVE OUT…
THE MESSAGE THREAD
 When you reply to an email, you must include the original
mail in your reply.

 This will help to immediately grasp the context in an email

conversation.

IPR Careercruise 21
 BE CONCISE AND TO THE POINT

 Reading an e-mail is harder than reading printed

communication.

 Do not make an e-mail longer than it needs to be.

IPR Careercruise 22
 ANSWER ALL QUESTIONS

 Answer all queries in the original email.

 Pre-empt relevant questions.

IPR Careercruise 23
 MAKE IT PERSONAL

 The e-mail should be personally addressed.

 Content should be customized.

 Templates can be used for effective personalization.

IPR Careercruise 24
 PROPER SPELLING, GRAMMAR &
PUNCTUATION

 Improper spelling, grammar and punctuation give a bad

impression.

 E-mails with no full stops or commas are difficult to read and

can even change the meaning of the text.

 Use the spell checking option

IPR Careercruise 25
 USE PROPER STRUCTURE & LAYOUT

 Reading from a screen is difficult.

 Use short paragraphs.

 Insert a blank line between each paragraph.

 When making points, number them or use bullets.

IPR Careercruise 26
 DO NOT WRITE IN CAPITALS

 IF YOU WRITE IN CAPITALS IT MEANS THAT YOU ARE

SHOUTING.

 This can be highly annoying and might trigger an unwanted

response.

IPR Careercruise 27
 ABBREVIATIONS & EMOTICONS

 Do not to use abbreviations and uncommon acronyms. The

recipient might not be aware of their meanings.

 Smileys :-). If you are not sure whether your recipient knows
what it means, it is better not to use it.

IPR Careercruise 28
 DO NOT FORWARD…
VIRUS HOAXES & CHAIN LETTERS

 Do not forward chain letters. Just delete them as soon as

you receive them.

IPR Careercruise 29
 DO NOT REQUEST DELIVERY & READ RECEIPTS

 This will almost always annoy your recipient before he or she

has even read your message.

 The recipient could have blocked that function, or his/her

software might not support it.

 It is better to ask the recipient to let you know when the email
is received.

IPR Careercruise 30
DO NOT COPY A MESSAGE ATTACHMENT WITHOUT PERMISSION

 Do not copy a message or attachment belonging to another

user without permission of the originator. If you do not ask
permission first, you might be infringing on copyright laws.

IPR Careercruise 31
 USE THE “SUBJECT” WELL

 State the reason for the email within four-six words in the
“Subject” field.

IPR Careercruise 32
 AVOID USING…
URGENT & IMPORTANT

 Try to avoid these types of words in an email or subject

line.

 Only use this if it is a really, really urgent or important

message.

IPR Careercruise 33
 USE THE CC: FIELD SPARINGLY

 Try not to use the cc: field unless the recipient in the cc: field
knows why they are receiving a copy of the message.

IPR Careercruise 34
 DO NOT OVERUSE…
THE HIGH PRIORITY OPTION.
 If you overuse the high priority option, it will lose its function
when you really need it. Remember the boy who cried
“Wolf”?

IPR Careercruise 35
 ADD DISCLAIMERS TO YOUR EMAILS

 It is important to add disclaimers to your internal and external

mails, since this can help protect your company from liability.

IPR Careercruise 36
 READ THE EMAIL BEFORE SENDING IT

 Avoid spelling and grammar mistakes contained in emails.

 Read the email through the eyes of the recipient before

sending it.

IPR Careercruise 37
 DO NOT ATTACH UNNECESSARY FILES

 Compress attachments.

 Only send attachments when they are productive.

 Scan for viruses before sending any attachment!

IPR Careercruise 38
 USE TEMPLATES… FOR FREQUENTLY USED RESPONSES

 For questions you get over and over again, save response
templates and paste these into your message when you need
them.

 You can save your templates in a Word document, or use pre-

formatted emails.

IPR Careercruise 39
 ETHICAL COMMUNICATION
 Getting your point across without offending the audience.
 Maintaning and sustaning a relationship with your
customer
 Presenting information to the audience without
deliberately withholding vital information.
 Understanding that ethics are related to values and may
differ for this audience.
 Making sure that all information is accurate and
researched.

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 Question
Assuming that you are Arun Roy, Managing
Director of Innovation Software Limited, write
a memo to all your Sales staff informing them
that the company has decided to give an
incentive at the rate of 5% to all the Sales staff
from January 2021
THANK YOU