Soft skills training

01 Effective Business
Communication

Soft Skills Training

 OVERVIEW OF BUSINESS COMMUNICATION

] The dictionary defines communication as, “the

imparting or interchange of thoughts, opinions, or
information by speech, writing, or signs.”

] It is also defined as, “means of sending messages,

orders, etc., including telephone, telegraph, radio, and
television.”

Soft Skills Training 3

 OVERVIEW OF BUSINESS COMMUNICATION

Communication is a 2-way process. It occurs between

at least 2 people, with the intent to:
] Initiate Action:
C Expressing needs and requirements; Persuading and motivating
others
] Imparting Information:
C Creating awareness and understanding; Persuading and
Influencing others
] Establishing Relation:
C Establishing, acknowledging and maintaining relations with
other people.

Soft Skills Training 4

 BASIC COMMUNICATION MODEL

Soft Skills Training 5

 The COMMUNICATION equation

What you hear

•
Tone of voice
•
Vocal clarity
•
Verbal expressiveness Tone is 38% of the message
What you see or feel
•
Facial expression
•
Dress and grooming
•
Posture/ Body Language
•
Eye contact
•
Touch/
•
Gesture Body language is 55% of the message
WORDS…….. Words is ONLY 7 % of the message!
Soft Skills Training 6
 COMMUNICATION OBJECTIVES

] Cognitive

] Affective

] Effective

Soft Skills Training 7

 Types of Noise in COMMUNICATION
In communication there are 4 types of noise: 
] Physical noise: interference such as loud music, traffic, illegible
handwriting, fonts too small to read comfortably, misspelling and
poor grammar.
] Physiological noise: hearing and visual impairment, articulation
problems and memory loss.
] Psychological noise: biases, prejudices, closed-mindedness and
extreme emotionalism.
] Semantic noise: language or dialectical difference, use of jargons
or overly complex terms and ambiguity in terms used.

Soft Skills Training 8

 Assessing Your Communication Skills

Knowing your communication skills starts by:

] Conducting a self-assessment; begin by taking an inventory of your
strengths and weaknesses, including your communication strengths
and weaknesses.
] Consider your verbal and nonverbal communication skills, as well as
potential barriers that may prevent you from being an effective
communicator.
] Define your communication goals and develop an action plan for
improvement.

Soft Skills Training 9

 THE 7 C’S OF COMMUNICATION

CONCISENESS

CORRECTNESS CONSIDERATION

COMPLETENESS

COURTESY CLARITY

CONCRETENESS

Soft Skills Training 10

 THE 7 C’S OF COMMUNICATION

1. COMPLETENESS
A complete communication has the following features:
] Complete communication develops and enhances the
reputation of an organization.
] Moreover, they are cost saving as no crucial
information is missing and no additional cost is
incurred in conveying extra message if the
communication is complete.
] A complete communication always gives additional
information wherever required. It leaves no questions
in the mind of the receiver.
] Complete communication helps in better decision-
making by the audience/ readers/ receivers of
Soft Skills Training message as they get all desired and crucial11
 THE 7 C’S OF COMMUNICATION

1. COMPLETENESS
] Bad Example
I just wanted to send you all a reminder about the meeting we’re
having tomorrow

] Good Example
I just wanted to remind you about tomorrow’s meeting on the
new CBN policy. The meeting will be at 9 a.m in the meeting
room on the CEO’s floor.

Soft Skills Training 12

 THE 7 C’S OF COMMUNICATION

2. CONCISENESS
Concise communication has the following features:
] It is both time-saving as well as cost-saving.
] It underlines and highlights the main message as it avoids
using excessive and needless words.
] It provides short and essential message in limited words to
the audience.
] It is more appealing and comprehensible to the audience.
] It is non-repetitive in nature.

Soft Skills Training 13

 THE 7 C’S OF COMMUNICATION

2. CONCISENESS
] Bad Example
I wanted to touch base with you about the SMS marketing
campaign we kind of discussed last week. I really think that our
target market is definitely going to want to see the company’s
social responsibility efforts. I think that could make a big impact
and it would stay in their minds longer than a sales pitch.

] Good Example
I wanted to quickly discuss the SMS marketing campaign that we
analyzed last week. Our target audience will want to know about
the company’s social responsibility efforts, especially our goals to
become sustainable and help local schools.

Soft Skills Training 14

 THE 7 C’S OF COMMUNICATION

3. CONSIDERATION
Features of considerate communication are as follows:
] Emphasize on “you” approach.
] Empathize with the audience and exhibit interest in the
audience. This will stimulate a positive reaction from the
audience.
] Show optimism towards your audience. Emphasize on “what
is possible” rather than “what is impossible”. Lay stress on
positive words such as jovial, committed, thanks, warm,
healthy, help, etc.

Soft Skills Training 15

 THE 7 C’S OF COMMUNICATION

3. CONSIDERATION
] Bad Example
We do not refund if the returned item is soiled or damaged

] Good Example
We refund only when the returned item is clean and is not
damaged

Soft Skills Training 16

 THE 7 C’S OF COMMUNICATION

4. CLARITY

Clarity in communication has the following features:

] It makes understanding easier.
] Complete clarity of thoughts and ideas enhances the
meaning of message.
] Clear message makes use of exact, appropriate and concrete
words.

Soft Skills Training 17

 THE 7 C’S OF COMMUNICATION

4. CLARITY
] Bad Example
I wanted to write you a quick note about Mike, who is working
in your department. He is a great asset, and I will like to talk to
you more about him when you have time

] Good Example
I wanted to write you a quick note about Mike Ameachi, who is
working in your communications department. In recent weeks,
he has helped the IT department through several pressing
deadlines on his own time and I will like to speak with you about
him at your convenience

Soft Skills Training 18

 THE 7 C’S OF COMMUNICATION

5. CONCRETENESS

Concrete message has the following features:

] It is supported with specific facts and figures.
] It makes use of words that are clear and that build the
reputation.
] Concrete messages are not misinterpreted

Soft Skills Training 19

 THE 7 C’S OF COMMUNICATION

5. CONCRETENESS
] Bad Example
The setup wizard will save you time.

] Good Example
How much time do you waste trying to install a new
programme? No more! Just use the setup wizard which also
comes along with the program and you would be ready to go in
no time at all

Soft Skills Training 20

 THE 7 C’S OF COMMUNICATION

6. COURTESY
A Courteous message has the following features:
] Courtesy implies taking into consideration both viewpoints
as well as feelings of the receiver of the message.
] Courteous message is positive and focused at the audience.
] It makes use of terms showing respect for the receiver of
message.
] It is not at all biased.

Soft Skills Training 21

 THE 7 C’S OF COMMUNICATION

6. COURTESY
] Bad Example
Our criteria are clear; he is to be well educated, he is to be a
good leader

] Good Example
Our criteria suggests he or she is supposed to be well educated
and a good leader

Soft Skills Training 22

 THE 7 C’S OF COMMUNICATION

7. CORRECTNESS
Correct communication has the following features:
] The message is exact, correct and well-timed.
] If the communication is correct, it boosts up the
confidence level.
] Correct message has greater impact on the
audience/ readers.
] It checks for the precision and accurateness of
facts and figures used in the message.
] It makes use of appropriate and correct language in
the message.

Soft Skills Training 23

 THE 7 C’S OF COMMUNICATION

7. CORRECTNESS
] Bad Example
I enjoyed the conservation we had over lunch last weak and I am
looking forward to moving ahead on this project

All men cannot be trusted

] Good Example
I enjoyed the conversation we had over lunch last week and I am
looking forward to moving ahead on this project

In our society today, a large proportion of men cannot be

trusted

Soft Skills Training 24

 BUSINESS COMMUNICATION

] WHAT?

] WHY ?

] HOW ?

Soft Skills Training 25

 Methods for BUSINESS COMMUNICATION

Different communication methods in business are

effective on two levels

] Internal Communication

] External Communication
C Verbal Communication
C Non-verbal Communication
C Electronic Communication

Soft Skills Training 26

 Methods for BUSINESS COMMUNICATION Contd.

] How do you communicate with your staff, bosses,

people you are responsible for and how do they
communicate with you?
] It can be detrimental for businesses if good ideas get
lost because there is nowhere for them to go and
people do not know who to communicate with
about what.
] Sometimes, people would rather keep quiet than go
through a long process of reaching the 'right person'.
] Within your business it is important to make sure
everyone knows their responsibilities; who deals
with what and who to go to directly with ideas,
comments, complaints or suggestions.

Soft Skills Training 27

 Tools for Effective Business Communication
(Internal)

] Internal memos & Emails

] Internal Telephone system
] Face-to-face meetings
] Intranet
] Video conferencing and Tele-
presence
] Letters & Emails
] Public Website
] Web chats
Soft Skills Training 28
 E-mail Communication

] These are really effective as long as everyone

puts aside ten minutes to make sure they look
through their in-box and check out any
important emails.

] Use clear headings and make sure the email is

clear and concise.

Soft Skills Training 29

 Writing Electronic Mail (e-mail)
Addressing Your Message
Electronic mail is a convenient and effective medium to conduct
business communication.
] Using the ‘To’ field: The ‘To’ field is used when sending a direct
message to someone.
C You may send the same e-mail to multiple addresses using the ‘To’ field.
This can be done when your e-mail is addressed to all recipients, as in
the case of a manager directing his team.

] Using the ‘Cc’ field: Cc stands for carbon copy. You use it to
send a copy of the e-mail message to people who are not meant
to be the direct recipients of the message, but still need to be
kept in the loop.
] Using the “Bcc’ field: Bcc stands for Blind carbon copy. When
you place e-mail addresses in ‘Bcc’ field, recipients are ‘blind’ to
other recipients’ e-mail address.
Soft Skills Training 30
 Writing Electronic Mail (e-mail) contd.

Grammar and Acronyms

] Always follow the rules of grammar. You may refer to English
writing style guides for these rules.
] Always use full sentences and words with proper sentence
structure.
] Don’t use text-speak such as BTW (by the way), IMHO (In my
honest opinion,) and LOL (laugh out loud).
] Avoid the use of emoticons as well
] Proper use of sentence case and punctuation are a must!
] In e-mail, the use of capital letters give the impression that you’re
shouting, and small caps are hard to read.

Soft Skills Training 31

 TELEPHONES

] Intercom telephone systems –

] These are also good because they offer a more

private way of discussing things directly.
] Make sure everyone is approachable and that the
best way to communicate with them is clear.
] Off-record means of communication

Soft Skills Training 32

 TELEPHONE Etiquettes

The phone is a strong communication tool. This tool ranks as the second
fastest and most effective communication tool after face to face.
This is based on the fact that the caller/initiator is able to get an
immediate feedback/response thereby completing the communication
cycle.
] Treat callers as you would hope to be treated. The way you present
yourself on the phone can leave lasting impressions of you, your
unit/department and/or the organization
] Our attitude must be professional, confident, helpful, solution-oriented,
businesslike and honest
] A ringing phone must be picked up or tapped by the nearest person before
or at the third ring
] Ensure you are composed, focused, calm and polite when picking up a
ringing phone, in order not to be taken unawares
Soft Skills Training 33
 TELEPHONE Etiquettes contd.

] Smile when picking up a phone, it comes across in your voice

] Do not chew gum, eat or drink during conversations. This is considered a
rude behaviour
] Never interrupt or hurry a caller
] Hold/Mute button must be utilized when transferring a call or conferring
with colleagues
] Avoid placing customers on speaker mode except in a conference. In such
cases, permission must be sought and granted
] If you have to transfer a call, always gets caller’s permission
] Always ensure the caller hangs up first

Soft Skills Training 34

 MOBILE PHONES

] Mobile ringing tones and volumes must be low/appropriate for

a corporate environment.
] Loud tones tend to create distractions and could disrupt a
colleague’s thought process especially in an open office
] Shouting on the phone is inappropriate in a corporate
environment and this must be discouraged
] Mobile phones should be switched off or put on vibrate/silent
mode during meetings so as not to lose important calls

Soft Skills Training 35

 MAKING A CALL

] Be polite and cheerful

] Greet appropriately
] Identify yourself
] Ask for the person you wish to speak with
] State purpose of call
] Ask for a substitute if your first choice of contact is unavailable
] Otherwise leave a message with your contact number if you wish
to be called back
] Always show appreciation for assistance before hanging up the
phone
] When you dial a wrong number, apologize before hanging up

Soft Skills Training 36

 RECEIVING A CALL

] Ensure you greet properly, introduce yourself and ask if you can be
of any assistance e.g. Welcome to Echo Scan Services Limited,
How may I help you?
] For intercoms, Customer Care, Good Morning, This is Lola…
] A caller’s permission to hold must be sought and obtained before
you transfer; “could you hold on a moment while I transfer you”
] When you take a message on behalf of a colleague, always ensure
that the message is delivered
] When you promise to return a call, it is crucial that you do so
because your integrity is at stake

Soft Skills Training 37

 RECEIVING A CALL

] When transferring, always state caller’s name/address and purpose

of call
] Always use the Hold/Mute button when transferring a call or
conferring with colleague
] Ensure that you do not keep caller holding for too long. Bear in
mind that a minute on hold seems like forever
] Always apologise on behalf of the org/colleague for
complaint/service failure and seek for ways to be of help.
] The failure of a colleague is the company’s failure, including yours.
Don’t get defensive, you will only make a bad situation worse
] Never be rude to a caller, no matter how nasty they are.
] Always remember to handle yourself in a professional, business-
like manner. This includes handling the situation in a calm, cool
manner.
Soft Skills Training 38
 Writing Business Letters

Corresponding via letters is a large part of doing business.

More than sending a message, business letters are a way to

establish rapport, clarify work expectations, affirm and
encourage co-workers.

Soft Skills Training 39

 Writing Business Letters Contd.

The Basic Structure

A formal letter usually contains the following sections:
] Sender’s full name and address
] Addressee’s full name and address
] Date the letter is sent
] Formal Salutation e.g. “Dear + Formal Address”
] A Subject Heading e.g. “Re: Job Opening for Quality Control
Officer”
] Letter Body
] Formal Closing e.g. “Respectfully yours, Sincerely yours,”
] Name, designation and signature of the Sender

Soft Skills Training 40

 Writing Business Letters Contd.

The Basic Structure

A formal letter usually contains the following sections:
] Sender’s full name and address
] Addressee’s full name and address
] Date the letter is sent
] Formal Salutation e.g. “Dear + Formal Address”
] A Subject Heading e.g. “Re: Job Opening for Quality Control
Officer”
] Letter Body
] Formal Closing e.g. “Respectfully yours, Sincerely yours,”
] Name, designation and signature of the Sender

Soft Skills Training 41

 Writing Business Letters Contd.

Choosing a Format
The format of your business letter depends on:
] The stage of your working relationship with the letter
recipient.
C For clients that you have just met, or have yet to establish a relationship
with, a formal format is always advisable.

] The seniority of the recipient.

C When writing to a senior member of the company, or any individual with a
high rank, go for a more formal format.

] Confidentiality.
C You may have established greater familiarity with the person you are
corresponding to, but remember that all business letters also serve as
company record.

Soft Skills Training 42

 Writing Business Letters Contd.

Tips on how to write a business letter:

] Keep your purpose in mind when writing a business letter.
There are many types of business letters and each type has
suggested content and formats.
] Write with a positive tone. Even if the subject of your letter is
unpleasant, it is important to remain courteous and tactful.
] Follow standard spelling and grammar rules, even if your letter
is informal.
] Personalise your business letter. While there is a generic
template for almost every situation, it still speaks well of you if
you can make your letters targeted to your recipient.

Soft Skills Training 43

 A Proofreading Primer

Here are some tips on effective proofreading:

] Avoid proofreading immediately after writing.

] If possible, put the material aside for a few hours before

starting the process.
] Go slowly, considering every word.

] Read what is actually on the page and watch if you’re

filling in blanks!
] Look for one error at a time.

] You can start at different parts of the paper every time

to avoid the negative effects of familiarity with the text.

Soft Skills Training 44

 A Proofreading Primer Contd.
How Peer Review Can Help
] Peer review is the process of submitting your work to
the scrutiny of another writer, an expert, or a fellow
member of your team, with the goal of getting
constructive feedback.
] The writer gains insight on the quality of their writing, or
at least how their work comes across to one reader. This
advice can help them improve both present and future
work.
] It’s important that you choose carefully who would
review your work. While a fellow team member - a peer-
can be effective in getting valuable feedback, not
everyone is effective as a reviewer.
Soft Skills Training 45
 Key facilitator

] Leslie George – has worked as a trainer/facilitator, consultant

and Advisor in pertinent areas of Human Resources and Business
Management.

] He is a skilled and driven professional, who has a strong hold on

applications of the working knowledge of HR practices.

] He adapts theories to functional tools in business enhancement

situations. Having worked in the field of skills delivery, he
understands the best ways to utilize tools for excellent results.

46