Effective Business

Communication
Contents
• What is a Conversation?
• Types of Conversation
• How to Start A Conversation?
• How to Keep a Conversation Going
• Body Language
• Tone of Voice
• Types of Tone of Voice
• Introversion & Extroversion
• Email Writing
What is a Conversation?
• Conversation is interactive communication between two or more people.

• The development of conversational skills and etiquette is an important part of

socialization.

• The development of conversational skills in a new language is a frequent focus of

language teaching and learning.

• Conversation analysis is a branch of sociology which studies the structure and

organization of human interaction, with a more specific focus on conversational
interaction.
Types of Conversation
• When talking with someone, it is helpful to know what type of conversation it is.

• This can be done based on a conversation’s direction of communication (a one-way or

two-way street) and its tone/purpose (competitive or cooperative).
Types of Conversation
• In a one-way conversation, the speaker is talking at someone, rather than with someone.

• In a two-way conversation, participants are both listening and talking.

• In a competitive conversation, people are more concerned about their own perspective,
whereas in a cooperative conversation participants are interested in the perspective of
everyone involved.
Types of Conversation
Types of Conversation
Conversations can be grouped into 4 types:

Debate
• Debate is a competitive, two-way conversation. The goal is to win an argument or convince
someone, such as the other participant or third-party observers.

• Example: Two family members from opposite sides of the political spectrum arguing over
politics.

Dialogue
• Dialogue is a cooperative, two-way conversation. The goal is for participants to exchange
information and build relationships with one another.

• Example: Two undecided friends finding it difficult to make up their mind on what to have for
lunch.
Types of Conversation
Discourse
• Discourse is a cooperative, one-way conversation. The goal to deliver information from
the speaker/writer to the listeners/readers.

• Example: A professor giving a lecture in class.

Diatribe
• Diatribe is a competitive, one-way conversation. The goal is to express emotions,
browbeat those that disagree with, and/or inspires those that share the same perspective.

• Example: A disgruntled staff venting about a new company policy.

How to Start A Conversation?
• Prepare in advance. Mentally review what to talk about. Consider practicing with a friend.
The first step toward becoming an amazing conversationalist is to be prepared.

• If feeling nervous about starting a conversation, try these three simple strategies before
beginning to converse:

Stay Positive
• A converser should stop worrying about making a mistake and have faith in their ability.

• Worrying too much about what they are going to say next can cause them to lose track of
the conversation as it’s happening.

• Instead, try to stay focused on the other person and what they are saying.
How to Start A Conversation?
Take a Deep Breath
• When tense and nervous, a converser is less likely to feel at ease. Try to stay relaxed and
just let the conversation flow naturally.

Introduce Yourself
• One of the simplest ways to begin is to just introduce self and then give the other person
the chance to do the same.

• Once this initial icebreaker has taken place, try asking a simple question or making a
simple observation to help inspire further discussion.
How to Start A Conversation?
Ice Breaker
• An icebreaker is an activity or game designed to welcome attendees and warm up the
conversation among participants in a meeting.

• Icebreakers are helpful especially when participants don't know each other.

• However, they can also work very well for warming up the room even for employees who
are already familiar with each other.

• An icebreaker can get people talking, generate laughter, and help participants start with
an initial level of comfort, especially if they work in different departments or at different
levels in the organization
How to Start A Conversation?
Examples of conversation starters in a workplace environment:

• What department do you work in?

• What projects have you been working on recently?
• Where did you work before you started this job?
• What do you like most about working here?
• Did you have to relocate for this job?
• How do you handle stress when work gets busy?
• I think the company’s new policy on [what the policy is about] is [give your opinion]. What
do you think?
How to Keep a Conversation Going
• It is common for a conversation to stall, especially when conversing to a new person.

• Most people don’t know where to take it, how to keep it going and the silence can make
both parties feel awkward.

• There are few ways to keep the conversation going at this point:

Find What to Say in Favourite Topics

• Everyone have things they are passionate about, activities, hobbies, projects, goals,
ideas or jobs.

• Take some time to make a short but relevant list. This would make easy
conversational topics. In a stalling conversation, think about the list and find a way to
maneuver the conversation to one of the topics on it.
How to Keep a Conversation Going
Ask Open Ended Questions
• One way to keep a conversation going is to get the other person talking.

• The best way to do this is by asking them open ended questions.

• These are questions which require more than simple ‘yes’ or ‘no’ answers, and offer the
possibility of much richer answers.

• Example, ‘What do you think of this event?’ instead of ‘Do you like this event?’ These
kinds of questions encourage people to talk more.
How to Keep a Conversation Going
Blurt
• Sometimes, a conversation cannot be kept going not because conversers can’t think of
anything to say, but because they fear the other person won’t enjoy that particular subject,
fact or opinion they have in mind.

• However, most of time, this fear is not anchored in reality.

• This is where blurting comes in. Blurting is a conversational technique which means
saying whatever the converser is thinking about in that moment, instead of censoring
themselves.
How to Keep a Conversation Going
Let The Other Person End The Silence
• Most people are uncomfortable with silences in a conversation. When it occurs, they
immediately try to fill it by finding something to say.

• Example, a person just met another person at a party, they are talking and the
conversation is stalling. Do not leave the other person and go to get peanuts or
something. Instead, hang in there and let the silence work. Most of the time, the other
person will eventually pick up the conversation and end the silence.
How to Keep a Conversation Going
Ask Follow-Up Questions
• To show that a person actually cares about how someone answers their questions, follow
up with further questions. When conversations die out, it’s usually because people don’t
come off as sincere and interested enough.

Example:
You: “What have you been up to today?”
Them: “Working, mainly.”
You [Follow up]: “How’s work going for you at the moment?”
Them: “Well. I think it’s going…” (Your friend is more motivated to give a longer answer as
you’ve asked a follow-up question, and this keeps the conversation going)
How to Keep a Conversation Going
Find Mutual Interests To Talk About
• To get a conversation going past the small talk, people engaged in the conversation need
to find a mutual interest to talk about.

• If the converser reads a lot, they could say, “I just finished this book called “Good Writers”.
Do you read a lot?”

• If there is no positive response, try asking about something else or mentioning something
else at a later time. If books are mentioned but the other person doesn’t seem interested,
try saying, “I finally got around to seeing Blade Runner. Are you into sci-fi?”.

• When there is a mutual interest, a special is obtained and can be only spoken people that
share the same passion. At this point, small talk can be left behind to discuss something
both parties really enjoy.
How to Keep a Conversation Going
Use The FORD Rule
• Talk about Family, Occupation, Recreation, and Dreams. These are safe topics that work
in most situations.

Return To A Previous Topic

• Conversations don’t have to be linear. If hitting a dead-end, take a few steps backward
and talk about something the other person mentioned previously.

Example:
• “So, tell me more about that trip to Amsterdam you mentioned earlier. I’d love to hear
about what you did there.”
• “I think you said that you’ve just started learning how to paint in oils? How’s that going?”
How to Keep a Conversation Going
Stay Well-Informed
• Taking 10 minutes every day to skim the news and the latest social media trends can help
when a conversation dries up.

• Read a few obscure or amusing stories too. If someone is generally well-informed, they’ll
be able to have a serious or light-hearted conversation, depending on the context.
How to Keep a Conversation Going
Have a Beginner’s Mind
• When someone starts talking about a topic that is totally alien, take advantage of the fact
of no background knowledge on the topic.

• Ask them some beginners’ questions. They can start a great conversation, and the other
person will feel as though the other party really cares about their interests.

Example:
• “What exactly does [their hobby or field] involve?”
• “How do you/how did you learn [their skill]?”
• “What do people struggle with most when they start out?”
• “What’s your favorite thing about [their hobby or field]?”
How to Keep a Conversation Going
Practice
• There are many people that had huge problems with keeping conversations going and
now, they can do this even with the most shy or uncooperative person.

• How did they manage to get to this point? They’ve practiced. People who consciously
push themselves out of their comfort zones, to meet new people, to socialize and to apply
techniques like mentioned above will eventually become good conversers.
Body Language
Positive Body
• Begin with back in a straight but not rigid posture, and shoulders relaxed so as to not look
uptight.

• Body must be aligned with the other person.

• Keep legs apart a bit instead of crossed. This demonstrates the communicator is relaxed,
people tend to retain more information when they keep their legs uncrossed.

• Lean in a bit. This shows focus and that the person really is listening.

• Mirror the body language when observing, to show agreement with the other party.
Body Language
Positive Arms & Hands
• Communicators can keep arms relaxed at the sides to show they are open to what
someone else is saying. Keep arms uncrossed to absorb more of what is going on.

• Hands can be used to gesture when speaking. This can also improve credibility with the
listener. It is also suggested in research that gesturing with hands while speaking
improves thinking processes.

• Always remember to greet others with a firm handshake, but not too firm. A firm
handshake is probably one of the most important body language moves, because it sets
the tone for the entire conversation.
9. Be aware of different cultural greetings and closures prior to starting a conversation.
Body Language
Positive Head
• With appropriate nods and genuine smiles, it shows that a person understands, agrees,
and is listening to the other person.

• Laughter is always a great way to lighten the mood when used appropriately, and once
again, it shows a person is listening.

• Keep good eye contact by looking the person in the eye when they are communicating.
Keeping eye contact shows interest in the conversation.

• Beware of blinking too much. Rapid blinking could communicate discomfort in the
situation.

• Mirror the other person's facial expressions, because once again, this demonstrates both
parties are in an agreement with the conversation.
Tone Of Voice

• The tone of voice in communication is defined as ‘the way a person speaks to someone’.

• It is how a person uses their voice to get their point across. If it is not done right, there is a
risk of the point getting lost or misinterpreted.

• An optimistic and positive tone of voice is always welcome. If using a pessimistic or

accusatory tone of voice in communication, the results may be negative. One of the
examples of tones is humor. Genuine humor creates trust and hope and makes the
speech memorable.

• The Greek philosopher Aristotle said that people can be persuade others in three ways,
by appealing to reason, emotion, or to character. Great Greek orators used a persuasive
tone of voice in communication, which was based on a problem-solution structure. This
almost always resulted in the desired results.
Types of Tone of Voice

Some types of tone include:

Motivating Tone of Voice

• A motivational tone keeps people engaged and inspires their personal as well as
professional lives.

Informative Tone of Voice

• An informative tone of voice enhances knowledge, imparts information, and inspires
personal growth.
Types of Tone of Voice

Soft Tone of Voice

• Soft types of tone are used for intimate conversations. A soft helps form a bond and
nurture a relationship. It also helps express empathy and gentleness during difficult
conversations.

Humorous Tone of Voice

• Keeping speech humorous with funny anecdotes or quotes keeps the audience in a
positive mood. Humorous tone should be cheerful and genuine, not mocking or sarcastic.

Respectful Tone of Voice

• One of the important examples of tones is the respectful tone of voice. A respectful tone
enhances the quality of a conversation. It conveys your kindness, humility, and
truthfulness.
Introversion & Extroversion
• Introversion is a personality type characterized by traits such as reserve, passivity,
thoughtfulness, and a preference to keep emotional states private.

• Extroversion is a personality type characterized by traits such as sociability,

assertiveness, and cheerfulness. Extroverts seek out novelty and excitement, and enjoy
being the center of attention.

Example:
• Introvert: "I think I was never the person who went out and had a lot of friends—I typically
have a couple of close friends, and I rarely hang out in big groups. I was also always kind
of a shy kid."

• Extrovert: "I’m a very social person, and I get a lot of energy from interacting with people."
Introversion & Extroversion
• Introverts usually find it more difficult to start a conversation, keep it going and have a
future connection with the other person.

• Extroverts may find it easier to converse with new people, talk about a lot of topics and
keep the conversation entertaining and lively.
Email Writing

• Email has been widely accepted by businesses, governments and non-governmental

organizations in the developed world, and it is one of the key parts of an 'e-revolution' in
workplace communication.

• It has some key benefits to business and other organizations, including:

• Facilitating logistics
• Helping with synchronization
• Reducing cost
• Increasing speed
• Creating a "written" record
• Possibility of auto-processing and improved distribution
• Email marketing
Email Writing
Content
• The content of an email should have the following:

1. Recipient(s)
2. Subject Line
3. Body
4. Signature
Email Writing
Cc & Bcc
• Cc means carbon copy and Bcc means blind carbon copy.

• For emailing, Cc is used when the writer wants to copy others publicly, and Bcc when they
want to do it privately.

• Any recipients on the Bcc line of an email are not visible to others on the email.
Email Writing
When To Use Bcc
• Most people know when to use the Cc line. It is to put people there who needs to be kept
in the loop even though they’re not the primary people the sender is sending to.

• If the sender wants to keep recipients hidden from people on the To: line, they must be
added to the Bcc line.

Bcc Prevents Overflowing Inboxes

• If a receiver’s name is on the Bcc list, they won’t receive any emails if someone on the To
or Cc line replies to the original email.

• This is especially handy when there are lots of people on the To or Cc line who Reply All
during a long email conversation.
Email Writing
Identity Reveal
• Take note! If someone on the Bcc line of an email replies to the email, everyone on the To
and Cc lines knows they were Bcc’d.

• Example: Let’s say you send an email to a colleague gently reminding him or her about a
deliverable that’s long overdue. You want to let your manager in on this, so you include
her on the Bcc line. But if she replies to the email, your colleague knows you’ve
“informed” your manager.
Email Writing
An Excellent Email Subject Line

Write The Subject Line First

• One of the top mistakes people make on email is forgetting to write a subject line. An
email with a blank subject line will likely go unread or get lost in a cluttered inbox.
Write the subject line before the email so that it’s taken care of.

Keep It Short
• A typical inbox reveals about 60 characters of an email’s subject line, while a mobile
phone shows just 25 to 30 characters. Get right to the point in about six to eight
words.

Place The Most Important Words At The Beginning

• Smartphones are the method used by most email readers to read their emails.

• Most email senders do not know how much of the subject line will be viewable from a
smartphone, thus it’s important to put the most important information at the beginning.
Email Writing
Eliminate Filler Words
• With such precious space, don’t waste it with unnecessary words like “hello,” “nice to
meet you,” and “thanks,” which can easily be included in the email’s body.

Be Clear and Specific

• The subject line should communicate exactly what the email is about so that the
recipient can prioritize the email’s importance without having to open it.

• Example, writing “Do you have a sec?” is vague, since the reader will have to open
the email or reply to figure out what you want. If it’s a job application, include name
and the position, and if it’s to another co-worker, identify the project that the email
refers to.
Email Writing
Keep It Simple And Focused
• Is sending a marketing email, it should be focused on one action, which should be
communicated in the subject line.

• Offer one takeaway, indicate how the reader can make use of it, and specify how it
will be delivered.
Email Writing
Use Logical Keywords For Search and Filtering
• Most people use filters and folders set up to manage their email and probably won’t
focus on the message when they first see it.

• That’s why it’s important to include keywords related to the topic of the email that will
make it searchable later.

Indicate If A Response Is Needed

• If a response is needed, make it clear in the subject line by saying “please reply” or
“thoughts needed on X topic.”

• If not, simply start the line with “Please read,” or tack on “no response needed” or
“FYI” to the end.
Email Writing
Set A Deadline In The Subject Line
• If there is a lot of information to convey in the email itself, including a deadline right in
the subject line increases the possibility that readers will respond.

• Example, after the email’s topic, you could say: “Please reply by EOD Friday.”
Email Writing
Include Name Of Referral
• If the sender has been referred by a mutual acquaintance, do not save that for the
body of the email.

• Put it in the subject line to grab the reader’s attention right away. Begin the subject
line with the full name of the person who referred.

Highlight The Value That Can Be Offered

• If sending a cold email, the subject line must indicate value and communicate what
they’re going to get.

• Pique the reader’s interest by offering them something that’s helpful. Whether
providing a speaking opportunity, a discount, or a service, make it clear in the subject
line what’s in it for them.
Email Writing
Subject Bad Examples:
• Important!

• For Your Review

• Questions About Expansion Performance Target Report Deadline Extension Request For
Client Meeting

Subject Good Examples:

• Your BookShop Order Delivery Dec 2

• Client Report Revisions: Please Review by 4 PM

• Expansion Report Extension Requested until Friday

Email Writing
Salutations
• The most important function of every email is to establish and maintain a connection.

• It doesn’t matter if it is an email campaign, business communication, or a cover letter. It

should always be based on mutual respect.

• Emails must always begin with a salutation (greeting phrase). It is a matter of convention
that is an integral part of proper email format.

• The most common salutation in the English language is “Dear” and it can be used in most
situations. Salutations are usually followed by the recipient’s first name or title + the last
name, e.g. “Dear Emmett”, “Dear Dr. Brown”, “Dear Professor Chomsky”.
Email Writing
• Some follow-up emails don’t need to start with a greeting, especially when they are quick
replies that happen on the same day. But if writing to someone for the first time or sending
cold emails, make sure to use a salutation.

• If using an honorific (Dear Mr. Smith/Ms. Smith), full names need not be used. The most
popular option is an honorific followed by the last name of a person.

• “Hi” and “Hello” can be used without a name. It is the best option for informal greetings. If
the recipient’s name is not known, a more universal welcoming phrase can be used, such
as:

• Hi there
• Greetings
Email Writing
Email Writing
• Double-check recipient’s name before sending emails. A misspelled name won’t make a
very good first impression. It is usually very easy to find anyone on social media,
LinkedIn, or their company’s website.
Email Writing
Good Opening Line
• Email opening lines are the first sentences of an email message. Don’t confuse them
with email subject lines. Both subject and opening lines are important to help catch the
recipient’s attention.

• The number of emails sent every year grows much faster than the number of unique
email users. It means that people receive more and more emails per day.

• Well-written private, marketing, and business emails should show that the sender
respects other people’s time.

• Usually, it’s best to get straight to the point at the very beginning of an email.
Email Writing
• There are four basic types of email opening lines that work best:

• Offering value
• Asking questions
• Boosting ego
• Starting a conversation

• Each of these employ different strategies of approaching the recipient, and the sender
must determine which one of them is best in each situation.
Email Writing
Offering Value
• Hint at a potential benefit or a solution to their problem.

• Email opening line examples that offer value:

• I’m reaching out because . . . [there is a way your recipient’s business can benefit
from this email exchange and your cooperation]

• I’ve noticed that . . . [a problem occurred] and I believe that I can assist you in
[solving the problem].

• I’m sure you will be happy to learn . . . [that something of interest happened and is
a golden business opportunity]
Email Writing
Asking Questions
• Ask a question and let them express their opinion or ask for help. People engage more
when they feel somebody needs them or is interested in what they have to say.

• Email opening line examples that ask questions/ask for help:

• Does your company want to . . . [achieve a particular goal or make a strategic

decision]?

• Have you heard about . . . [the most recent success of the recipient’s competitor]?

• Would you like your business to . . . [increase revenue by XX%/convert more leads
into sales/join the top ten businesses in a given field]?
Email Writing
Boosting Ego
• Start with a compliment. Show admiration for something the email receivers or their
businesses accomplished.

• Email opening line examples that boost the recipient’s ego:

• Congratulations on . . . [recent achievement]

• I loved your recent . . . . It [helped me realize/discover something which I appreciate].

I’m contacting you regarding . . . [the reason you are writing this email]

• I’m impressed with the way you . . . [solved a problem/achieved something

challenging]

• I would be very grateful for your advice on . . . [the subject your email recipient is an
expert on]
Email Writing
Starting A Conversation
• Refer to a recent meeting, an event, or a person to introduce the subject and kick off a
conversation.

• Email opening line examples that are topical:

• We spoke on [date] about [whatever you had talked about]. I’d like to discuss [the
angle you would like to discuss that would pick up a conversation where you left off
last time]

• [Name of a shared contact] suggested I get in touch with you regarding [the topic you
want to address]

• It was great to see your company at [an industry event/awards]!

• I saw [your email receiver’s competitor] at [an industry event/awards]. I think [a call to
action or reassurance that you side with your email recipient].
Email Writing
Purpose
• Each email should address just one thing, one purpose.

• This task, request, or information should be presented clearly and directly after the
pleasantry. This is the B.L.O.T.— bottom line on top.

• Be concise and direct. Don’t hide a request or it can easily be overlooked or ignored.

• Example:

• Please provide your feedback on the budget.

• Can you participate in the project kick-off meeting next Thursday?
• Did you have any revisions to the final report?
Email Writing
Call To Action (CTA)
• Near the end of the email, include a specific call to action. The email is being sent to
accomplish one task. The call to action should leave no confusion as to the request.

• Do not assume the reader understands the desired result from prior information. Emails
can easily be misinterpreted if there is any grey area.

• This statement should include the specific action and the timeline. If sender is sending the
email to multiple people, clarify task responsibility by directly naming the intended person.

• Clarification of tasks and expectations allows for the recipient to respond more effectively.
Email Writing
Bad Examples:
• Can you take care of this?

• Let me know what you think.

Good Examples:
• Sarah: can you forward the survey to all staff by Friday at noon, please?

• I’d appreciate your feedback on the draft agenda. If you have any edits, please send them
by tomorrow, Tuesday, at 10 AM.
Email Writing
Closing Message
• The closing message simply indicates that the email is complete. While it is not a
requirement in modern email writing, a brief, polite phrase will nicely round out an email.

• Example:

Thank you for your time,

I look forward to your response,

Kind regards,
Email Writing
Sign-Off & Signature
• The end of the email includes a sign-off of sender’s name. The phrasing should match the
formality of the email.

• Example:

Most formal:
• Dr. John Smith
• Dr. Smith
• John Smith

Least formal and most common:

• John
Email Writing
• Email signature is a type of electronic business card that is appended to an email. It
should include the most important context and contact details for the reader.

• This is the place to help the reader with relevant contact or contextual information, not
brag or insert philosophical quotes. Images and logos can be useful, but be aware of the
sizing and how they will appear on mobile devices.
Email Writing
Attachments and Links
• Any referenced attachments or links must be included in the email.

• Either name the file so that it is clearly identified or include the document title in
parenthesis immediately after mentioning it in the email.

• Don’t make the reader go hunting for the information they need.

• If an attachment was sent to the recipient previously, attach it again anyway. This way,
they can easily access the information rather than searching through their inbox. Double-
check that the file is attached and correct.

• Links can be directing the reader either to websites or to intranet directories. These
hyperlinks can be lengthy and distracting in the email text. Instead, integrate the hyperlink
into the existing sentence.
Q&A