Topics + Communication - Meaning - Business Communication - Definition + Importance + Process + Types — One-way/Two-way, Verbal/Non- Verbal, Oral/Written, Formal/Informal, Upward, Downward, Lateral, Intrapersonal, Interpersonal, Organizational, Mass Communication + Models - SMCR, Shannon Weaver \_+ Language Skills-Listening, Speaking, Reading, WritingWhat is Communication? ac 32 « Derived from the Latin word "communis," meaning to share. * Communication is the exchange of thoughts, messages, or information by speech, visuals, signals, writing, or behaviour. « It is the transmission of an idea or feeling so that the sender and receiver share the same understanding.7 Definition “Communication is a process involving the selection, production and transmission of signs in such a way as to help a receiver perceive a meaning similar to that in the mind of the communicator.” -Fotheringhamy, Business Communication - Definition + Business communication is the sharing of information between people within an organization that is performed for the commercial benefit of the organization.Process of Communication * Communication is a process whereby information is encoded, channeled and sent by a sender to a receiver via some medium. ¢ All forms of communication require a sender, a channel, a message, a receiver and the feedback. « A hindrance in the communication process is called noiseFields of Experience Receiver / Audience Noise : ae eet eR gauuusenen Response Feedback Loop scesnaesesuComponents of Communication = Sender - Initiates the communication process by developing an idea into a message known as encoding. = Channel - The sender transmits the message through a channel, or a method of delivery; eg. e-mail, phone conversations, instant messages, face-to-face discussion or even a text message.Receiver — This message then moves through the channel to the receiver, who completes the communication process by interpreting and assigning meaning to the message known as decoding. Feedback - This is a critical component in the communication process as it ensures a message was properly received and interpreted.Types -One-way , Two-way -Verbal(Oral & Written), Non-verbal ‘Formal, Informal(Grapevine) ‘Upward, Downward, Lateral «Interpersonal, Intrapersonal, Organizational, Mass Communication— One way Communication * One-way communication involves the transfer of information in one direction only, from the sender to the receiver. e There is no opportunity for the receiver to give feedback to the sender. ° Eg. weather report on television, newspaper, recorded music on the CD, billboard messages eo—@e@—— Two-way Communication * Two-way communication is a form of transmission in which both parties involved, transmit information. * Two-Way communication has also been referred to as interpersonal communication. « Eg. Chat rooms and Instant Messaging, Telephone conversations, classroom lectures etc. ==>Verbal Communication In this type of communication the professional uses language as a vehicle of communication. *« Oral communication - A_ face-to-face interaction between the sender and the receiver. Eg. Making presentations and appearing for interviews = Written Communication - The sender uses the written mode to transmit his/her messages. Eg. Writing reports and emails.=— Non Verbal Communication When a message is communicated without using a word, the process requires non-verbal cues to be transmitted and received. Eg. facial expressions, posture, eye contact, walk, person’s voice, sign language, body language volume, pitch, voice modulation etc. Communication includes both verbal and non-verbal forms.Formal * Communication takes place through the formal channels of the organization structure along the lines of authority established by the management. * Such communications are generally in writing and may take any of the forms; policy; manuals: procedures and rule books; memoranda; official meetings; reports, etc.Informal Communication arising out of all those channels of communication that fall outside the formal channels is known as informal communication. Informal communication does not follow lines of authority as is the case of formal communication. Such communication is usually oral and may be covered even by simple glance, gesture or smile or silence. Eg. Talking with friendsOfficial Channel Planned & Systematic Goal and task oriented Impersonal Stable and rigid Slow & Structured Authentic — little chance of distortion Unofficial Channel Cuts across formal relationships Individual Goal and need oriented Personal & Social Flexible and instable Fast & unstructured Non- Authentic - bigger chance of distortion— Grapevine elt is an informal type of communication and is called so because it stretches throughout the organization in all directions irrespective of the authority levels. « It exists more at lower levels of organization. « Thus, grapevine spreads like fire and it is not easy to trace the cause of such communication at times.—— Downward * Communication in the first place, flows downwards. e All information in this medium is usually in form of instructions, directions and orders. ° This direction of communication strengthens the authoritarian structure of the organization. 5a >) Upward e Upward Communication is the process of information flowing from the lower levels of a hierarchy to the upper levels. e The function of upward communication is to send information, suggestions, complaints and grievances of the lower level workers to the managers above.va Lateral/Horizontal This type of communication takes place between persons at the same level or working under the same executive. ¢ The main use of this is to maintain coordination and review activities assigned to various subordinates.Interpersonal * Interpersonal communication is an exchange of information between two or more people. * It is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages.— Intrapersonal It is the communication which takes place within one’s own self. This implies individual reflection, contemplation and meditation.Organizational * A process by which activities of a society are collected and coordinated to reach the goals of both individuals and the collective group. * It is a subfield of general communications studies and is often a component to effective management in a workplace environment. rs a iMass Communication elt is a means of conveying messages to an entire populace. * This is generally identified with tools of modern mass media, which include books, the press, cinema, television, radio, internet etc. It also includes speeches delivered by leaders to a large audience— Barriers to CommunicationBarriers to Communication e When there is a problem which might cause our communication to be distorted or problematic, it is known as a barrier to effective communication. There are 4 types of barriers to communication 1. Physical barriers 2. Psychological barriers 3. Semantic blocks 4. Organizational BarriersPhysical Barriers e Distance: — communication is found obstructed in long distance. Like communication between America and Nepal. * Noise: - it is from external sources and affects the communication process. Noise negatively affects the accuracyPsychological Barriers * Perception: — it is the process of accepting and interpreting the information by the receiver. People receive things differently for a various number of reasons. * Filtering: —In this process, knowingly or unknowingly some valuable information may be disposed. * Emotions: — emotion also creates barriers to effective communication like anger, hate, mistrust, jealousy etc.(— >) * Viewpoint: — it also creates barriers to effective communication. It the receiver doesn't clear the message and ignore without hearing, the message may create obstructions. « Defensiveness: - if the receiver receives the message as threat and interprets that message in the same way, it creates barriers to effective communication. XeSemantic Barriers e The use of difficult and multiple use of languages, words, figures, symbols create semantic barriers. e Language: — A meaning sent by the sender can be quite different from the meaning understood by the receiver. Long and complex sentences create problem in communication process. « Jargons: — Technical or unfamiliar language creates barriers. The message should be simple and condensed as far as possible so that no confusion is created.7 putes i Organizational Barriers ¢ It is raised from the organizational goals, regulations, structure and culture. ¢ Poor planning: - Refers to the designing, encoding, channel selection and conflicting signals in the organization. ¢ Structure complexities:- Difficult organizational structure is a barrier for free flow of information grtitis ee @@@¢¢ Status differences: — Superior provides information to the subordinate about plans and policies. Different information is provided by different subordinates who create barrier in communication. * Organizational distance:- Distance between sender and receiver. ¢ Information overload: — If superior provides too much information to the subordinate in short period receiver suffers from information overload which creates barriers to effective communication. * Timing: —- Communication can be obstructed if the information is not provided in time.va 4.) Listening Skills S-@" Listening is an everyday affair. We spend more time to listening than speaking It is a skill which is often taken for granted It is considered as a stressful task Successful listening is challenging and requires a lot of practice Effective listening is a dynamic activity that seeks out the meaning intended in the messages sent by the speaker.— Listening Vs Hearing ¢ Hearing is an involuntary act that happens automatically. Eg. A truck rolling by on the road in front of our house. * Listening — » voluntary activity, » demands perfect coordination between the ears & the brain > very creative » Interactive and interpretive process.ee Techniques for Effective Listening You should have an open mind. You should sit alert and look the speaker in the eye with a view to establish your interest in him/her. Do not prejudge the speaker or his message. » Summarize what the speaker is saying * Take down notes Link what you are listening to what you already know. Do not interrupt the speaker unnecessarily. ¢ Ask relevant questions to yourself for clarity in your understanding.Reading Skills Skimming e Skimming is used to quickly gather the most important information, or ‘gist’. « Run your eyes over the text, noting important information. « Use skimming to quickly get up to speed on a current business situation. Examples of Skimming: « The Newspaper (quickly to get the general news of the day) * Magazines (quickly to discover which articles you would like to read in more detail) « Business and Travel Brochures (quickly to get informed)Reading Skills Scanning * Scanning is used to find a particular piece of information. « Run your eyes over the text looking for the specific piece of information you need. e Use scanning on schedules, meeting plans, etc. in order to find the specific details you require. * If you see words or phrases that you don't understand, don't worry when scanning. Examples of Scanning « The "What's on TV" section of your newspaper. ° Atrain / airplane schedule * Aconference guideReading Skills Extensive reading « Extensive reading is used to obtain a general understanding of a subject and includes reading longer texts for pleasure, as well as business books. « Use extensive reading skills to improve your general knowledge of business procedures. * Do not worry if you understand each word. Examples of Extensive Reading * The latest marketing strategy book * Anovel you read before going to bed * Magazine articles that interest youReading Skills Intensive reading * Intensive reading is used on shorter texts in order to extract specific information. * Itincludes very close accurate reading for detail. * Use intensive reading skills to grasp the details of a specific situation. « In this case, it is important that you understand each word, number or fact. Examples of Intensive Reading * An insurance claim * Acontract of employmentReading Skills Critical reading * This is a form of language analysis that does not take the given text at face value, but involves a deeper examination of supporting points and possible counter arguments. * Critical readers thus recognize not only what a text says, but also how that text portrays the subject matter. * What a text means - interpretation — analyze the text and assert a meaning for the text as a wholeva Speaking Skills Tone * The tone of voice we use is responsible for about 35- 40 percent of the message we are sending. * Tone involves the volume you use, the level and type of emotion that you communicate and the emphasis that you place on the words that you choose. Public Speaking Fearful? Confident!Speaking Skills Pitch » Pitch refers to the rise and fall in human voice. It plays a crucial role in communication. * Questions, for example, should end on a higher note. Affirmative statements should end in a level or slightly lower pitch. The ending of statements on a high pitch can create doubt in your listeners. « Vary your pitch throughout your presentation to establish and reinforce your message.Speaking Skills Rhythm e Rhythm is the pattern of the sounds you produce. e Stressing and de-stressing syllables and words gives us rhythm in English. e Rhythm is the music of English Language — the ups and downs and the linking of words, which together, change how we say sentences. « Use rhythm to carry meaning. * Slow the pace to emphasize certain ideas. * Quicken the pace to show excitement or humor. * Pause to give listeners time to absorb a complex idea. Pause also when you're about to transition to another idea.Speaking Skills * Stressing means to emphasize a sound and make certain syllables and words: ¢ louder ° longer ¢ higher in pitch » Every word in English has at least one syllable with a primary stress or emphasis. * It is not only essential to stress certain syllables and words, but we must also de-stress other syllables and words. Examples: » English —> [ING glish] (1st syllable is stressed; 2nd syllable is slightly de-stressed)Speaking Skills Intonation * Correct intonation and stress are the key to speaking English fluently with good pronunciation. e The entire variation of pitch while speaking is called intonation. ° Words that are stressed are key to understanding and using the correct intonation brings out the meaning. * English spends more time on specific stressed words while quickly gliding over the other, less important, words.Speaking Skills « Asentence can be spoken differently, depending on the speaker's intention. * Look at the following sentences. Speak them out loud and especially stress the word that is in bold writing. « | did not read anything about the disaster. * I did not read anything about the disaster. e | did not read anything about the disaster. * | did not read anything about the disaster. « | did not read anything about the disaster. * | did not read anything about the disaster.— Writing Skills Effective writing is not a gift that you're born with, rather it is a skill that you cultivate. Clear writing means clear thinking. ¢ Think before you write: Before you put pen to paper or hands to keyboard, consider what you want to say. * Ask yourself: What should my audience know or think after reading this email, proposal, or report? SKILLSSteps to Improve your Writing Skills Be direct e Make your point right up front. ° By concisely presenting your main idea first, you save your reader time and sharpen your argument before diving into the bulk of your writing. ° If your opener is no good, then the whole piece of writing will be no good.Avoid jargons ¢ Business writing is full of industry-specific buzzwords and acronyms. e And while these terms are sometimes unavoidable and can occasionally be helpful as shorthand, they often indicate lazy or cluttered thinking. * You should also avoid using grandiose words. « Writers often mistakenly believe in using a big word when a simple one will do.Read what you write ¢ Put yourself in your reader’s shoes. els your point clear and well structured? eAre the sentences straightforward and concise? * Don't be afraid to ask a colleague or friend to edit your work. e Welcome their feedback; don’t resent it.Practice every day ¢ Writing is a skill, and skills improve with practice. e Read well-written material every day, and be attentive to word choice, sentence structure, and flow. ¢ Most importantly, build time into your schedule for editing and revising.Coherence * Coherence in writing is the "logical glue" that allows readers to move easily and clearly from one idea to the next. ¢ Coherence in writing is much more difficult to sustain than coherent speech because writers have no nonverbal clues to inform them if their message is clear or not.Business LettersBusiness Letters * formal paper communications between, to or from businesses + also called snail mailBusiness Letters * the overall style of letter will depend on the relationship between the parties concerned * includes: - Letter -Memo - Fax - EmailBusiness Letters * away for businesses to communicate with other businesses or their customers/clients Nissan writes a letter Dove writes to their to their customers delivery company informing them to inform them that of a sales promotion 5 shipments in the past month have g been lateTypes of Letters Inquiry Special Request Sales letters Customer relations letters — follow up —claim — adjustment — collectionClassification of Business Letters * Positive — customer relations letters responding favorably to a writer’s complaint or request —sales lettersClassification of Business Letters (ona) « Negative — customer relations letters refusing a request, saying no to an adjustment, etc.Classification of Business Letters (ona) * Neutral — letters requesting information about a service/product, placing an order, responding to some action or requestWhy write Business Letters? - To persuade * To congratulate - To inform - To reject a proposal or offer > To request » To introduce a person or policy - To express thanks - To invite or welcome - To remind *To follow up -To recommend * To formalize decisions - To apologizeBenefits of Letters v represent company’s public image and competence v more personal than a report, yet more formal than memos or e-mail v more permanent than e-mailBenefits of Letters (con) ¥ constitute an official legal record of an agreement Y follow up on telephone calls and other types of oral communicationsBenefits of Letters (con) Y provide a wide range of corporate information v can support actionAchieving the YOU Attitude Remember that the reader is a REAL person — avoid writing cold, impersonal letters Keep the reader in the forefront — make sure your reader's needs control the tone, message, and organization of the letter Be courteous and tactfulPlanning a Business Letter Who am | writing this letter to? Why am | writing this letter? Are there specific details | need to include? Do I require a response? How can! organize my points logically?Writing a Business Letter An effective letter in business uses short, simple sentences and straightforward vocabulary. The easier a letter is to read, the better. You will need to use smooth transitions so that your sentences do not appear too choppy.Writing a Business Letter An effective letter in business uses short, simple sentences and straightforward vocabulary. The easier a letter is to read, the better. You will need to use smooth transitions so that your sentences do not appear too choppy.Writing Effective Letters have a clear sense of your PURPOSE and theirs conduct appropriate research select the best communication strategy draft, revise and edit letterWriting Effective Letters have a clear sense of your PURPOSE and theirs conduct appropriate research select the best communication strategy draft, revise and edit letterParts of a Letter Date Spell out the month! Letter Address Address that you are mailing to Salutations Greeting! Body Each paragraph is SS but DS between paragraphs The body is typically 3 paragraphs in lengthParts of a Letter Complimentary Close eg. Sincerely, Cordially (NO COMMAS!) Writer’s Name and Title e.g. Jessica Kline, Manager Signature Reference Initials If you typed the letter but did not write it e.g. JST/lei Enclosure Notation ‘When sending something with the letter e.g. concert tickets, rough draft of drawing plans, pictures, etc)Heading - return address. —3> Inside Ad dr @SS—_—_—_—_—>- Greeting —_ > Body —————_ Complimentary Close ———>> Signature line ——_—>Business Letter Vocabulary Attachment ¥ Extra document / image that is added to a letter or email. Body ¥ The content of the letter; between the salutation and signature. Bullets ¥ Small dark dots used to set off items in an unnumbered list. Direct mail / Junk mail ¥ Marketing letters addressed to a large audience. Snail Mail ¥ Amail delivered by a postal system.Business Letter Vocabulary Enclosure ¥ Extra document or image included with a letter. Logo ¥ Symbol or image that identifies a specific organization. Memorandum ¥ Document sent within a company (internal), presented in short form. PS. ¥ post script, additional remark at the end of a letter Tone ¥ The feeling of the language e.g. serious, enthusiasticBusiness Letter Formats * Some standards in formatting business letters — Use A4 paper or letter sheet — Use 2.5 cm or 1 inch margins on all sides — Use a simple font such as Times New Roman or Arial — Use 10- to 12-point font — Layout the letter so that it fits the paper appropriately — Single space within paragraphsBusiness Letter Formats * Some standards in formatting business letters (cont’d) — Double space between paragraphs Double space between last sentence and closing (Sincerely) ! Leave three to fives spaces for a handwritten signature I cc: (courtesy copy ) comes after the typed name (if necessary) enc: (enclosure) comes next (if necessary) Fold in three (horizontally) before placing in the envelopeLetter Styles Full BlockLetter Styles BlockLetter Styles Semi-BlockBlock-Style Business Letter Coastrnetion Company 1800 Manin Lather King Drive Anytown, NC 77882 H36555.5555 ear arctas, Pegam ain ‘Endosedis our brochure anda sample ofthe many house plans that we have availabe Ds ‘Weave been consiucting homes inthis area forthe past 17 years, and wehave many Saltsfed customers who can aftest to the quality of our work Ds ‘You may reach me at Eat 21 athe number listed shove. | wou lite fo discuss your a a a aro ‘Shreerdty as sim Mexannen, ‘Consinucton Supenntentent Siguature Bock end tle Ds im Reteenceinils ‘Ds Enconite Eactonure NeetionBlock:Stvle Business Letier The Cnn (Steere na 28 S85 Endudearteeu open re bvhHten Wha cantare a oT wd ey ee ron esa ae Yvert 7a be a yin asin ‘St so sone C7 » er Rania “so arbatueachupeaternyasreshunta ae ‘tartan notamment abe ota wean ay saseasoesve emo re tan sane = ‘mimeo six 2 steartetsome nike SeemaPunctuation Styles Open ‘Block Style Business Letter Tenge one ep Mei nent ain Atk ® faueroet on eto e Dur th Reams hci pe a in eae be as a ay ‘dante fe ea la et o ‘ura anand jetenuninnoen wrt oe Sthe Satta in eon Bree ree cae m finer dtereven temic ‘ta a nytt Da Asm euch te ea ak m ‘grata ea Patented oe adhe a meaepupnarneDesign & Spacing Rules * Letter should be positioned just above the center of your paper.oat nt ca 4 HSI0 ay hace Dn Ce, £0 ‘Pitre ba Sages aos no eM Cae yma sm ot ted math ne et ern 1 Mracpane Masons yet te a bso Eo a ‘rine ety ars bey meer ae a er ‘ertassbsoy win Hrsuteo Pu ran nee Rone asad Santor omen tyowane ay coo xc ote tr ound devote fam. Ta prem yeu we en | biome Eeapie el ecpaniconn somreaeperasede me ‘son Cane he cane rtint wares oats one ‘Shuico-onrcompenson oem anes agen tt fi at soe ets dnt et Fee ee Steal etn et‘ry inet re! aetna yma pm dasa Soe Slatin Cua brvcmmeisRar manwee ihe Me (iCna-CrConpe yo neem ements ft os wa ee fat. a sacra ae oaLetter Writing Steps * Decide who you are writing to and find the address * Write the body without formatting until you get the language perfect * Handwrite the letterLetter Writing Steps * Once approved, type the letter * Fold properly * Address envelopeWriting Body Details * You must have a real, sincere, concrete reason for writing the letter. * The letter must give precise details at every step.Writing Body Details © Ifa compliment, it cannot be just general adulation. ¢ Ifa problem, offer a detailed solution. ¢ Ifa complaint, extra effort must be taken to give every piece of pertinent information.Writing Body Details 1 Paragraph Introduce your REASON for writing. NOT yourself. v Please remember the person you are writing to is not your friend, so keep it formal. ¥ Don’t ask him how he is, or tell him that you are pleased to be writing to him. He does not have time for chit chat. He is the manager and time is money.Writing Body Details 2d and 3" Paragraphs Give more details as to what you want and your reasons for writing.Writing Body Details 4" Paragraph What solutions you will be happy with to settle this situationTypes of LettersWriting Inquiry letters * simplest type of business letters * seek information regarding Y product manufactured Y service rendered ¥ details of time-payment plan ¥ names of dealers ¥ retail or wholesale prices ¥ policies on credit Y etc.Writing Inquiry letters QUALITIES ¥ Brevity ¥ Completeness ¥ Tact and CourtesyWriting Inquiry letters |/ am interested /wish / to learn more about... | would be most grateful if you could supply us with the following information. | would like to get a description of.. Do you supply...? Does it include (dinner / equipment / activities.. ) ? What is the price of ... per / day / week.. ? | would appreciate if you could... Would you kindly...Writing Inquiry letters STANDARD PARTS v Subject ¥ Justification for the request v Justification for the answer (optional) v Expression of appreciation v EnclosuresResponse to an Inquiry QUALITIES ¥ Promptness ¥ Friendliness and courtesy ¥ Completeness ¥ HelpfulnessWriting Complaint letters * Tone must always be courteous and professional — no anger or insults ¢ Must, of course, be real and not exaggerated * Must give story line of exactly when, where product was purchasedWriting Complaint letters (cont’d) * Must tell exactly what the defect is and how it was discovered or how it occurred ¢ Must tell all steps taken to remedy problem — did you go back to the store? When? Why didn’t that resolve the problem?Writing Complaint letters (cont’d) * Don’t be blatant or greedy or needy. * Don’t ask for too much or for something big. * You have to make the reader WANT to reward you by being a sincere, devoted, polite customer or fan.Writing Reminders * If you enclose something else in the envelope, then below your signature line you type: ¢ Enclosure: (1) receipt * If you send your letter to two people, then below your signature line you type: cc. (Other Name)A quick and easy way to communicate within a company- most are done electronically.Formatting Business Memos Memos are short internal business letters, sent to other staff within the same company. * Amemo (or memorandum) may also be posted somewhere inside a company for all to see.Formatting Business Memos In contrast to letters, memos do not usually contain salutations or closings, and may be typed or hand-written. The text portion of the memo is generally in block format. Memos should include "From", "To", "Date", "Subject" and the message itselfFormatting Business Memos ‘Company Logo MEMORANDUM From: { Name or Initials ) To: (Name or Initials ) Date Subject: ( Short Description ) Message:Memo Template We erhematpenane em ts ham at psa ee Ket hem ante ane ame Ost 28 me ihe tres ow te Use This Meme Template Sphincter ss ‘Sewer trfage arse rm sk ae it ken hye bo ‘angi te Steam eomare hai atta sxe 2h nd eotmgate ese ‘ope efor a Tracy, ch Buea Stim Se pa nj yao seParts of a Memo TO: The person, persons, or department the memo is sent to. e.g. Captain Jack Sparrow, Captain Elizabeth Swann Captain Hector Barbossa, Planning Department FROM: The person sending the memo. CC: Courtesy Copy- an additional copy of the memo will be sent out. (Delete completely if notation is not used!) DATE: The day the memo is sent. RE: Regards/Regarding. It is a short description about the memo. \Letters and Memos All business letters should include Heading or = Subject line Letterhead Date « Body « Closing and Inside address Signature Salutation = Enclosures or ‘CC’Letters and Memos * Letters and memos are the basic vehicles of business communication * They should be brief and make a single point (no more than 2 pages) * Letters are for external communications * Memos are for internal communicationsHave you hit your target? = In written communication most confusion & frustration are caused by failing to be specificHave you hit your target? = Make it clear, brief and conciseE-Mails * fast, convenient and easy * the dominant method of communicating in business * convenient for communicating with people in different places and different time zonesE-Mails easier to communicate with people who understand written English, but don’t speak it well excellent mechanism for follow-up or action items after a meeting messages can be saved and retrieved easilyE-Mails A Please consider the environment before printing this emailE-Mails a Email is not always confidential -- emails can sometime be obtained from USE WITH CARE.... central network even if deleted from personal computersWatch Out! You've got mail... and we'veE-Mails (Challenges) Email is often sent out without re-reading, proof-reading and other standards applied to written communications. We press the send button too soon!E-Mails (Challenges) * Emails can be forwarded and sent to others without your approval or knowledgeE-Mails * Many users do not realize the potential outcome of what is being sent through e-mails * Business e-mails should be concise and to the point * The language used in business e-mails should not be overly informal. E-Mail Manners Always include a subject or e-mail title Avoid the “ready, aim, fire” approach Avoid flaming Don’t be too casualE-Mail Manners Consider if e-mail is the appropriate tool Make one point per e-mail Make the font user-friendly Don’t use all capital or lower-case lettersCommon Errors & Tips Company name usage Shortened words (thru, condn, mgmt, ref, lib) Repetition of words Example: file the file in the file folder. Use of ampersand (&) Use of bold UPPER CASECommon Errors & Tips Punctuation + Use commas to separate elements in a series, and to separate ideas or clauses. « Use correct punctuation in abbreviations; e.g., for example i.e., that is, etc., et cetera * Do not use multiple punctuation marks, for example: HL. 22 ?, etc. * Punctuation of lists and tables. Common Errors & Tips Hyphen and dash usage Confusion between its and it's Use of apostrophe Abbreviations and acronyms Use active voice Do not switch tenses very often Proofread for accuracyi 1 eS ee 10 Commandments Know what you want to say before you say it. Keep it simple. Use bullet points. . WIIFM (What's in It For Me?) Don't get bogged down . Callto action Edit . Spell check Take 5 before hitting send 0. Follow upIMPORTANCE OF BUSINESS COMMUNICATION £2Importance >» Exchanging information » Preparing plans and policies > Achieving goals Increasing employee's efficiency > Solving problems » Making decisions > Improving industrial relation > Publicity of goods and services » Removing controversies » Enhancing employee satisfaction >» Enhancing loyaltya Importance >» Exchanging information ¥ Exchanging information between two or more parties ¥ Exchanging information with internal and external parties ¥ Brings dynamism in organizational activities and helps in attaining goalsImportance > Preparing plans and policies ¥ Helps in preparing organizational plans and policies ¥ Develop realistic plans and policies ¥ Collect information from reliable sourceImportance Achieving goals ¥ Helps employees to be more conscious and attentive ¥ Ensures timely accomplished of job ¥ Ensures easy achievement of goalsImportance » Increasing employee's efficiency Y It helps to increase the efficiency of employees ¥ Organizational objectives, plans policies and i 4 ¥ rules directives v Makes employees more effectivea Importance » Solving problems ¥ Through various communication channels. ¥ Taking necessary steps to solve the problems . vy The managers can be informed of various routine and non-time problem of the organization.a Importance » Publicity of goods and services ft ¥ The organization that communicate better can also sell better. v Itincreases the publicity of goods . ¥ Ithelps to provide better servicesas /mportance » Removing controversies ¥ Effective communication allows smooth flow of information. ¥ It resolves conflict controversies and disagreements .as Importance >Enhancing employee satisfaction Y If there is free and fair flow of information in the organization, it will certainly bring mutual understanding between management and workers . ¥ Effective communication enhances the satisfaction of employees.>... /mportance >» Enhancing loyalty ¥ Effective communication helps the managers to be aware of the performance of their subordinates. Y It will enhance employees loyalty.Recommendation «» Proper communication with subordinates. *» Bring new idea trough communication.Agenda ¢ A list of matters to be taken up (as at a meeting) * The agenda is an outline of what the meeting will address. « Always prepare an agenda for a meeting, even if it is only an informal list of main topics.Agenda * The agenda should be distributed to attendees a day or two before the meeting. ¢ For a longer meeting in which participants are required to make a presentation, try to distribute the agenda a week or more in advance.Agenda The agenda should list the attendees, the meeting time and place, and the topics you plan to discuss. Notice re 7 Memo “ Agenda NELTIVSAgenda * If the meeting includes presentations, list the time allotted for each speaker. ¢ Finally, indicate an approximate length for the meeting so that participants can plan the rest of their day.Agenda * The agenda is usually prepared by the Secretary and Chairperson * Informal groups can use a whiteboard to write out their agendaAgenda ¢ Use descriptive headings, indicating what is to be discussed with each item. No issue should be raised without a recommended course of action as this will assist the committee to think about solutions ¢ Ensure a logical flow from one item to the next. * Areview of the previous meeting’s agenda can ensure continuity and follow up.Agenda NOKIA MOBILES A meeting of the regional managers of Nokia Mobiles will be held on Monday, May 21, 2012 in the Head Office New City Lahore at 11:00 AM. The Following will participate in the meeting: Mr. Ameer Mahmood Managing Director Nokia Mobiles Mr. Kamran Akbar Manager Nokia Mobiles, Islamabad Ms. Mona Salim Sub Manager Nokia Mobiles, ......... Mr. Ahmad Hanif Ramy Manager Nokia Mobiles, The purpose of the meeting is to discuss: 1. Salary structure of the employees 2. Energy crises 3. Improvement in service 4. Launching the new productsDesign Meeting Agenda Purpose: To get creative ideas for the abc software Date: Monday, May 11, 2012 Place: Conference Room E Time: 9:30 a.m.—11:00 a.m. Attendees: New Products Manager, Software Engineering Manager and Designers, Technical Publications Manager, Technical Training Manager Topic Presenter Time ABC Software ABC 9:30-9:45 The Campaign ABC 9:45-10:00 The Design Strategy ABC 10:00-10:15 Discussion Led by ABC 10:15-11:00Minutes Minutes are the accurate written record of meetings It is useful to have a written record of the meeting, what you've decided to do and who is going to do it memories are unreliable! This is true even if the meeting is very small and informalMinutes * Minutes keep members of the group who weren't able to attend a meeting informed about what went on "00.06 Be SOMES Se MOE HP Aaned w Se aoe fore te poner wom =. Types 1. Verbatim 2. Resolution 3. Narration . Verbatim Court reporting. Word for wordTypes * Resolution * Main conclusion that is reached at * Not discussion for AGMs and Statutory meetings Note exact wording of any resolution passed. Types Narration Concise summary of all the discussion Past tense and reporting speech Dr. Riaz emphasized on facilitating the students. Tasks involved Taking rough notes during your meetings. Writing up these notes neatly or typing them out. Copying and distributing them to relevant people. Keeping all minutes together in a file for future reference.What should you write down? * Don’t try to write everything down - it’s impossible and not useful. * Concentrate on WHAT has been decided and WHO is going to do it. These are the most important things to have records of. * Don’t worry about producing the perfect minutes — it’s not a test or a competition.Writing rough notes * The rough notes you take at the meeting need to be clear enough for you to make sense of them when you come to write them up! The following things can help: * Start the page with the name of your group, date and place of meeting. * Always put an underlined heading for each separate item.Writing rough notes Leave a few lines space between one item and the next, so you have room to add other points if the discussion comes back to it later in the meeting. Underline or highlight decisions and who has agreed to do what. Remember that the minutes need to be understood by someone who wasn’t at the meeting, so you need to give a bit of background. For example, ‘the people in NTU were disgusted by the rubbish in the street’ rather than ‘they all thought it was disgusting’.Writing Minutes * The most important thing is to write the minutes up quickly. Don’t put the job off for weeks - it makes a huge difference if the meeting is still fresh in your mind.The order for typing minutes is Heading - name of group, date, time and place Meeting purpose Statement Those who were present in alphabetical order (preferably) People who were invited Apologies from members who were unable to attend the meeting Observers Reading of the last minutes Matters arising from the minutes. Reports and general matters Any other business Date of next meeting Chairman's signatureWYETH MEDICAL CENTER Minutes of the Monthly Meeting Medical Audit Committee DATE: June 23, 2012 PRESENT: Dr. Khuram Rasool (Chair), Saqib Najum, Ammar Nasir, Shozib Ali, Aabis Mahmood (Secretary) APOLOGIES FOR ABSENCE: Dr. Ineyat Khan, Salman Akbar, Nimrah Afzal Dr. Khuram Rasool called the meeting in committee room at 12:45 p.m. Dr. Ammar Nasir made a motion that the June 2, 2012, minutes be approved as distributed. The motion was seconded and passed. The committee discussed and took action on the following topics. (1) TOPIC: Meeting Time Discussion: The most convenient time for the committee to meet. Action taken: The committee decided to meet on the fourth Tuesday of every month, at 12:30 p.m.CONTENTS: > Introduction. > Importance of business report. > Qualities of a good business report writing. >» Steps to be considered while writing business report. > Elements of effective business report writirINTRODUCTION A >» BUSINESS REPORT DEFINITION :- Business report is an impartial, objective, planned presentation of facts to one or more persons, for specific significant business purpose. > The report facts could relate to events, conditions, qualities and progress results, products problem and suggested ideas.IMPORTANCE OF BUSINESS REPORT > Useful tool for managerial control. »Describes the exact position of a business. > Planning and organizing. » Serves as a special decision making occasion.Qualities of a good business report writing »>Clear, comprehensive and detailed. Ideas to be arranged in logical form. >» Proceed from general to particular. > Describe general description ofSteps to be considered while writing business report- > Determine the scope (purpose)of the report. >» Consider the target audience(readers). >» Gather, organize, and analyse the supporting information. > Determine 1UElements of effective business report writing- > Accurate. » Objective. » Graphical representation.OTypes of business report: 1)Routine report “— report : y _ Long report relaxed formal, impersonal and restrained in toneQ) Long business report contains:- i) A covering letter or memorandum. ii) Title page. ili) Executive summary. iv)Table of contents. v) IntroductiorReport presentation and layout: > FRONT MATTER * Title page + Letter of transmittal * Table of contents & lists of illustration + Executive summary > REPORT BODYReport layout September 20, 2016 The sales Director Xyz company. Assam Subject Report on declie of business. Dear sit, In acordance with your instruction vide yourleter 10.933 of September 13, 2016 I visited your Guwahati office where I met the manager, the salesman and all other concersed induding many shop keepers who stock and sell our products and also some members of the public, The results of my.fiadmg a given below: ‘The sales..of out soap has been quite satisfactory im the month of June tll another soap company based in Guwahati appeared in the matket. Smce these soap are new and atvactively packed, and since the new company ‘wants to obtam a footing in the market, their prices is relatively very low. The resul is that this mew soap brands have caught the public eyes and are now being sold like hot cakes. Another reason why the mew soaps have begun replacing cour brands isthe intense publicity campaign stated by the new company, our publicity on the contrary, is ineffective sand is laeeme far behind ous standards. Moreover our soaps are stil packed inthe same old design that begun seven years ago Inview ofthese finding, I egomeneded that 1. The quality of our soaps be improved, new brand of Sagment qualty must be developed. This soon be done as soom as possible. When. these newly ‘muproved brands are sent to the market they should be priced ata relatively low . competiting level. 2 limmuediate steps should betaben to oganize 2 strong publicity and advertising campaien, the sooner itis done the beter, otherwise the mew company might easily capture the local market completely, our company would do well to soquire the services of competent commercial ast to help us publish our product effectively. Inclosing, 1am pleased to report that all opr smuployesi at our Guwahati office are performing ther duties most satisfactory. If any further clarification of some point Ifrequired, 1 may please be called at any time convient to_you. Yours rly ‘Mr TackConclusion Being “willing to listen to feedback” from others and “follow their logical advice” is the logic behind in becoming a persuasive communicator and create reports that successfully convey the desired message. 12