UNIT 1

Basics of Communication
Unit I
1. What is Communication and discuss its importance.
The word communication has been derived from the Latin word 'communicare' that
means ‘to share’. Communication may be defined as interchange of thought or
information between two or more persons to bring about mutual understanding and
desired action. It is the information exchange by words or symbols. It is the exchange
of facts, ideas and viewpoints which bring about commonness of interest, purpose and
efforts.
According to Keith Davis,‘The process of passing the information and understanding
from one person to another.
"Communication is something so simple and difficult that we can never put it in simple
words," says T.S. Mathews.
But we do need a definition to understand the term. In his book Communication in
Business, Peter Little defines communication as follows: “Communication is the
process by which information is transmitted between individuals and / or
organizations so that an understanding response results.”
Another very simple definition of 'communication' has been provided by W.H.
Newman and C.F. Summer Jr: “Communication is an exchange of facts, ideas, opinions,
or emotions by two or more persons.” It is essentially a bridge of meaning between
the people. By using the bridge a person can safely across the river of
misunderstanding’. It is the ability of mankind to communicate across barriers and
beyond boundaries that has ushered the progress of mankind. It is the ability of
fostering speedy and effective communication around the world that has shrunk the
world and made ‘globalization’ a reality.
Communication had a vital role to play in ensuring that people belonging to a
particular country or a culture or linguistic group interact with and relate to people
belonging to other countries or culture or linguistic group. Communication adds
meaning to human life. It helps to build relationship and fosters love and
understanding. It enriches our knowledge of the universe and makes living
worthwhile. However, communication incorporates, besides commonality, the
concepts of transfer, meaning and information. It implies that there must be a receiver
if communication is to occur. The sender of message must consider the receiver while
structuring his message from a technical standpoint as well as in delivering it. When
the receiver is not considered, there is either no response or there is wrong response.
Sharing of understanding would be possible only when the person, to whom the
message is meant, understands it in the same sense in which the sender of the
message wants him to understand. Thus, communication involves something more
than mere transmission of the message or transmission and physical receipt thereof.
The correct interpretation of the message is important from the point of view of
organizational efficiency. As such, the greater the degree of understanding presents in
the communication, the more the likelihood that human action will proceed in the
direction of accomplishment of goals.
Just as communication is vital for our existence in civilizes society, so also it is essential
for functioning of organization. So without communication there would be no
organization. Needless to say, communication is the ingredient that makes
organization possible. It is the vehicle through which the basic management functions
are carried out.
Managers direct through communication; they coordinate through communication;
and they staff, plan, and control through communication. Virtually all actions taken in
an organization are preceded by communication.
Communication helps the subordinates in better planning by identifying the
weaknesses and merits of the plans. Decisions are improved by effective
communication as communication makes the larger participation possible.
Communication helps in improving the motivation as the feedback provides an
opportunity to the manager to understand the feelings, behavior, temperament,
capabilities and limitations in better way. Communication improves the public
relations as it helps in minimizing the misunderstandings and doubts. Communication
helps in integrating the people and an aid to coordination. Communication process
transmits ideas, decisions and orders of managers on one hand and receives response,
reaction of subordinates on the other. Communication renders the complexity of
business intelligible and workable.
2. Purpose of Communication
For instruction: The instructive function unvarying and importantly deals with the
commanding nature. It is more or less of directive nature. Under this, the
communicator transmits with necessary directives and guidance to the next level, so
as to enable them to accomplish his particular tasks. In this, instructions basically flow
from top to the lower level.
For integration: It is consolidated function under which integration of activities is
endeavoured. The integration function of communication mainly involves to bring
about inter-relationship among the various functions of the business organization. It
helps in the unification of different management functions.
For information: The purposes or function of communication in an organization is to
inform the individual or group about the particular task or company policies and
procedures etc. Top management informs policies to the lower level through the
middle level. In turn, the lower level informs the top level the reaction through the
middle level. Information can flow vertically, horizontally and diagonally across the
organization. Becoming informed or inform others is the main purpose of
communication.
For evaluation: Examination of activities to form an idea or judgement of the worth of
task is achieved through communication. Communication is a tool to appraise the
individual or team, their contribution to the organization. Evaluating one’s own inputs
or other’s outputs or some ideological scheme demands an adequate and effective
communication process.
For direction: Communication is necessary to issue directions by the top management
or manager to the lower level. Employee can perform better when he is directed by
his senior. Directing others may be communicated either orally or in writing. An order
may be common order, request order or implied order.
For teaching: The importance of personal safety on the job has been greatly
recognized. A complete communication process is required to teach and educate
workers about personal safety on the jobs. This communication helps the workers to
avert accidents, risk etc. and avoid cost, procedures etc.
For influencing: A complete communication process is necessary in influencing others
or being influenced. The individual having potential to influence others can easily
persuade others. It implies the provision of feedback which tells the effect of
communication.
For image building: A business enterprise cannot isolate from the rest of the society.
There is interrelationship and interdependence between the society and an enterprise
operating in the society. Goodwill and confidence are necessarily created among the
public. It can be done by the communication with the different media, which has to
project the image of the firm in the society. Through an effective external
communication system, an enterprise has to inform the society about its goals,
activities, progress and social responsibility.
For employees’ orientation: When a new employee enters into the organization at that
time he or she will be unknown to the organization programs, policies, culture etc.
Communication helps to make people acquainted with the co-employees, superior
and with the policies, objectives, rules and regulations of the organization.

3. Process of Business Communication / Elements of Communication

Communication cannot be effective unless and until a clear message is developed &
delivered well, received & decoded successfully and completely understood by the
receiver. The process of communication consists of the following steps:
1. Idea
Idea is the beginning of the process of communication. Every message either oral or
written starts with an idea. Idea is the thought originated in the mind of the receiver.
The sender gives the shape to the idea. Every idea refers to some context. Every
business also has its internal and external context of communication.
2. Sender
The person who begins the process of communication is known as the sender. When
an idea occurs in his mind, he encodes it and sends the idea to another person,
institution, organization to achieve some specified objective. The sender uses his
personal data bank from where he selects the ideas and encodes the message and
finally transmits to the receiver. As we know that the process of communication starts
with the sender so whole of the burden of the success of communication and
fulfillment of its objectives largely depends upon the sender. From selecting an idea to
its transmission large number of factors plays an important role, most important
among them is the understanding of the receiver and his needs. So while selecting a
message and encoding it, the sender must keep in mind the understanding capabilities
of the receiver. Language used must also be in accordance with the background of the
receiver etc. If the message is encoded in accordance with the needs and expectations
of receiver, the level of rejection reduces to its minimum.
3. Message
Message is the idea, emotion or the opinion encoded and transmitted by the sender.
Or in simple words we can say that message is the idea converted into text or word or
picture or symbol for the understanding of the receiver. The formation of the message
is very crucial in the process of communication. A single wrong appeal can make
rejection of the message. So the selection of the words and their ordering is very
important. The idea must be ordered or sequenced in accordance with the need of the
receiver so that its significance is immediately grasped. The time when the receiver of
the message starts decoding the message, he starts listening, understanding and
responding to the message carefully.
4. Encoding
Encoding is the way of expressing the message. Encoding is the process in which the
idea is converted into the form of message which is understood by the receiver.
Encoding can be done in the form of words, pictures, symbols, multi- media etc. So
encoding of the idea is very crucial step in the process of communication and requires
more attention of the sender. So the encoding is done by keeping in mind the goals of
communication earlier stated in this module.

5. Medium and Channel

Another important element of the communication is its medium / channel. The
method or the means by which the message is transferred from the sender to the
receiver is known as the medium /channel of the message. The medium of the
message can be oral, written, verbal or non-verbal. There is a slight difference in the
medium and the channel of the communication. Let us take an example: if the
message is communicated via telephone then telephone is the channel of the
communication and oral message is the medium. If the message is deliver via a report
(Published or not published), then the report is the channel of the message and written
message is the medium. Before the formulation of the message, the medium of the
message is decided as the rules and regulations are applicable on each and every
medium of communication.
Lets us take another example, while using the oral medium one can be informal with
the audience but when we are using the written medium of communication we have
to follow all principles of communication as the text written in the document becomes
the record and can be filed or used as the evidence.
6. Receiver
Receiver is the person who receives the message encoded and transmitted by the
sender. Actually receiver is the person who decodes the sender’s message. A receiver
can be individual or can be a group. In his absence the process of communication
cannot be completed because he is the destination of the message. He can be a
decoder, listener, reader or the viewer of the message. As the selection of idea and its
encoding in accordance with the needs and understanding receiver is the duty of the
sender, the decoding of the message in the same terms as were intended by the
sender is the responsibility of the receiver. The receiver must have the following
responsibilities in the process of communication such as actively listens, views, reads
the message of the sender, not make any perception about the message and sender
before the message has been properly decoded, responds to the message.
7. Decoding
The mental process through which the receiver extracts the meaning from the words,
symbols, pictures encoded by the sender in the message is known as decoding.
Decoding shares the same importance as the encoding in the process of
communication. If the decoding is done perfectly then the process of communication
completes successfully.
8. Feedback
Most important element of the communication is the feedback. The process of
communication is incomplete without the feedback. Feedback is defined as the
receiver response toward the message forwarded by the sender. The feedback is the
medium via which the sender comes to know whether the message is understood by
the receiver or not. Feedback informs the sender that how the message is interpreted
by the receiver. The effective communication is always responsive to the feedback and
continually amends his or her message as per the feedback received.
Summary
Communication is considered as the life blood of the organization. Through
communication every kind of details whether internal to or external to organization,
is transmitted between the different parties of the organization. Communication is the
medium through which the details of the mission, vision, goals, objectives, operations,
strategies etc. are explained to the employees of the organization. Through
communication only the organization comes to acquire the information about the
opportunities offered by the markets and threats to the organization, the needs and
wants of the customers, the expectations and demands of the society and rules and
regulations detailed out by the government. So Communication is the most
demanding skill in the today’s era. For communication to be effective, all the steps in
the process of communication should be properly managed. So we can say that the
communication is necessary for the efficient, smooth and successful working of the
organization.
4. Principles of Communication/7 Cs of Communication
It seems so simple: say what you mean. But it is not always so simple. Often our
intended message gets lost in transmission in spite of our best intentions.
Communication is much more than exchanging information. Communication at the
work place can be your best friend or your enemy. It’s not only how you are sending a
message so that it is received and understood by receiver in the same way you
intended, it’s also how you listen to gain the full meaning of what’s being said and also
to assure the person that he has been heard and understood. So luckily we can learn
how to communicate more effectively and clearly. And for effectiveness of
communication there are certain principles of both oral as well as written
communication. These principles if used help the communicators to communicate
even negative or complex messages without creating conflict or destroying trust. They
all tie closely with the basic concepts of the communication process and are important
for transmitting effective written and oral communications. Interestingly, all seven of
them begin with the alphabet C. They are: 7 Cs- Completeness, Conciseness,
Consideration, Concreteness, Clarity, Courtesy and Correctness. All these principles
are not mutually exclusive in fact they overlap in many of the factors influencing these
principles. Now we discuss these principles in detail:
1. Completeness
Completeness means quantum of information needed for making a message complete
and business message is "complete" when it has all the necessary information which
is required for the receiver of the message to act in a particular way. Considering that
receivers differ in their mental filters as they are influenced by their backgrounds,
viewpoints, needs, attitudes, status, and emotions, so the message should be
complete in itself to minimize the possibility of different understanding of the same
message by the different receivers. Completeness is important for many reasons. First,
if the message is complete then the probability of the desired response of the sender
becomes very high without incurring extra cost on additional messages. Second,
complete messages are helpful in developing and maintaining the goodwill of the
organization. Third, since the message is complete and no information is extra or
omitted, the chances of legal actions against the organization are minimized. So the
sender should ensure that communication messages which are send are complete to
avoid misunderstanding and delayed action. It is advisable that the message which is
transmitted always has a logical conclusion so that the receiver is clear about what has
to be done. The message must be self-sufficient, that is, it must hold well on its own
without support from other messages.

Following points should be kept in mind, for completeness of message:

1. Include all the essentials.

2. Answer all questions asked.

3. Give something extra, when desirable.

4. Check for the five W's: (i) Who (ii) What (iii) Where (iv) When & (v) Why.
5. Incomplete messages create confusions in the receivers mind and thus receiving
proper feedback becomes impossible.
6. A message to be meaningfully complete must be a value addition to the receiver.

2. Conciseness
Conciseness means the ability of conveying what you have to say in the minimum
possible words with maximum possible meaning conveyed, that is, without sacrificing
the other C qualities of the message. Conciseness is desired because a concise message
saves time and expense for both sender and receiver. One should be brief and be able
to say whatever one has to say. Conciseness preserves the focus of the message by
eliminating redundant information. Quantum of information should be just right,
neither too much neither too little.
Business communication is founded on the principle of brevity. This principle applies
not only to the length but to the contents of the message as well. So while writing
messages always write short and meaningful sentences. Try to avoid technical jargons
unless the message is being sent to a very specialized group. This principle of
communication should be adopted for both internal as well as external
communications.
Following points should be kept in mind to draft concise messages:
1. Brevity and relevance: The quantum of information should be provided on the basis
of needs and expectations of the receiver.
2. Avoid jargons: Jargons refer to words that are subject-specific. Avoid jargons as they
confuse rather than increase understanding.
3. Use audience relevant words: Words that are simple and relevant to the context
should be used so that receiver can understand them and relate to them.
4. Avoid unnecessary repetition: Repetitions of some words, points and examples
make audience disinterested in the topic and make them boring and consequently
communication stops.
5. Eliminate wordy expressions: It means that when the message can be conveyed in
lesser words don’t burden the message with more words and long sentences.
6. Include only relevant statements, material: If unnecessary words are included or
irrelevant themes are added in the message the real focus of the message is lost and
the receivers end being confused, so the desired behavior will not follow after
transmission of the message.

3. Consideration
Consideration means that you should prepare every message by keeping recipient in
mind and by putting yourself in his or her place. Before drafting the message think
about their psychological and circumstantial situations, their limitations, aspirations
and likely reactions to the message and accordingly design the message. So under this
principle receivers’ needs are kept in mind while designing the message. The message
could be an office order, a circular, an advertisement, CEO’s speech for her employees,
a sales letter etc. But care has also to be taken that consideration does not
compromise on the interests of the organization. Another aspect of this principle is
that one should also adopt one’s language and message content so that the rest of the
six C's of good business communication are taken care of. So as per the receivers needs
the message should be made complete, concise, concrete, clear, courteous, and
correct.

Following these specific ways you can indicate you are considerate:
1. Empathize with the receiver:
Use concepts and language with which the receiver can relate. Show respect to the
sentiments, ideas, notion, concept and values of the receiver. Try to put yourself in the
position of the receiver and answer the following questions:

What are your expectations and needs as the receiver?

What is your perception about the issue under discussion?

What will be your response in the current situation?

Has the content of the discussion been intellectually and emotionally satisfying?
Answer of these questions will help in framing a message that shows consideration for
the receiver.

2. Bond with the audience:

Focus on ‘you’ or ‘we’ instead of ‘I’. Message drafted with a ‘we’ approach will be
received well and result in positive response.
3. Be receiver friendly:
Message should be designed keeping the receiver’s perspective in mind. While
communicating with the receiver, discourteous words or tone should not be used,
both in written as well oral communication, unless the situation especially demands
like in case of reprimand.
4. Be honest and ethical:
Message should indicate honesty in character and integrity in approach. All the details
should be collected and presented in a manner that presents a true picture to the
receiver.

4. Concreteness
Communicating with concreteness means being specific, definite and vivid rather than
vague and general regarding the issue under discussion. Ask yourself a few questions:
∙ Is the message to the point?

∙ Have you been specific in presentation of issues?

• What is the goal, the objective of your communication?
Clarity of purpose enhances correctness and specificity. Abstractions or abstract
statements can cloud the mind of the sender. The facts and figures presented should
be specific.

5. Clarity
Clarity means designing and getting your message across in such a manner that the
receiver understands your message as you intended him to understand. So for receiver
to understand the message clearly the sender must design the message keeping in
mind the background and understanding level of the receiver. In communication, a
string of words by themselves does not convey meaning. To communicate effectively,
a mix of clear concepts and intentions is required. Clarity is required much more in
written communication than in oral. Because in case of complexity sender is himself
present to explain the issues. But in written communication there is little scope for
you to simplify message that lacks clarity.

Here are some specific tips to help make your messages clear:
• Use easily understandable language as per the ability of the receivers of the
message.
• Finish one theme before starting with another in a write up or conversation.
• Include examples, illustrations, and other visual aids, when desirable.
6. Courtesy
Communication is an activity of mutual give and take of ideas and information. And in
business communication, almost everything starts with and ends in courtesy. If you
want the receiver to be polite and to listen, you must be willing to extend the same
courtesy to the receiver. Courteous messages help to strengthen present employee as
well as business relations, as well as make new relations.
Examples:

To be courteous, communicators should follow these suggestions:

1. Be sincerely tactful, thoughtful, and appreciative:
This approach will help you in establishing better relationships with the receiver. By
handling situation tactfully you can make strong relationships and make the
communication more meaningful.
2. Be respectful:
If you want respect from the receiver, you as a sender must take the first step and
should show respect to the receiver’s ideas and communication.
3. Use the right tone:
Your tone of message can vary with the type of relation you are having with the
receiver. Your tone while communicating with superiors, peers and subordinates
should be different.
4. Omit expressions that irritate, hurt, or belittle.

5. Grant and apologize good-naturedly

6. Courtesy stems from sincere you-attitude.
7. Correctness
Correctness is understood in terms of the appropriate choice of words and tone for
communicating the message as well as the correctness of the information. The
correctness principle comprises more than proper grammar, punctuation, and
spelling. One should use right level of language and accuracy of facts, figures and
words. Transmission of incorrect information to outsiders will spoil the public image
of the firm. If the information is not correctly conveyed, the sender will lose credibility.
So any message should not be transmitted unless one is absolutely sure of its
correctness.

The term correctness, as applied to a business message, means the writer should:
i. Use correct grammar and appropriate language
ii. Include only accurate facts, and figures
iii. Maintain acceptable writing mechanics
iv. Choose nondiscriminatory expressions

v. Apply all other pertinent C qualities

The last step in the seven golden principles of communication is a check and rechecks
for accuracy. The message must not be erroneous. Before the written message is sent
it should be checked for logic, structure, content and grammar for errors. In an oral
message also, one must do a thorough check on the logic and structure of the content
to be delivered. Instead of apologizing at a later date for mistakes in the message it is
better to check and ensure that the facts, figures and tone are accurate and
appropriate.
Communication is the soul of any relationship or business. Communication is effective
when it produces the desired action in the audience. Effective communication means
message is understood and acted upon, and not merely sent to the recipient. But for
the effective message, communication needs to adhere to some basic principles like
Completeness, Conciseness, Consideration, Concreteness, Clarity, Courtesy and
Correctness. All these principles help the sender to make message more effective.
Thus sender can have a positive impact on all the stakeholders of the organization,
including employees, customers, suppliers and other associates.
5. Barriers to Communication
For any kind of communication to be successful, it is essential that the receiver
attributes the same meaning to the message as intended by the sender of the
message. But all acts of communication are not perfect or successful. At times, some
meaning is lost as the message encounters various barriers along its passage between
the sender and the receiver. Such barriers may arise at any of the stages through which
a message passes during the process of communication. This is also called
miscommunication.
Some of the common problems that lead to the failure of communication are: noise,
cultural differences, complexity of subject matter, personal biases, semantic
problems, socio-psychological barriers, filtering, information overload, poor retention,
poor listening, goal conflicts, slanting, inferring, etc.
Types of barriers
Barriers to communication can be classified into the following broad categories:
1) Physical or Mechanical barriers
2) Semantic or language barriers
3) Organizational barriers
4) Socio-psychological barriers

5) Cultural barriers
Physical or Mechanical Barriers
Physical barriers are those barriers which are caused due to some technical defects in
the media used for communication and/or due to certain disturbances in the
surrounding environment.
Often, the term ‘noise’ is used as a blanket term to refer to the physical barriers in
general. But noise, in its literal sense, is also one of the factors that give rise to the
physical barriers during the process of communication.
Besides noise, wrong selection of medium, lack of acoustics, poor lighting, frequent
movements of hands, fiddling with a pen, or even serving of tea during an important
conversation- all of these are also responsible for creating physical barriers in the
communication process.
a. Noise
Noise is the first major barrier to communication. Communication is distorted by noise
that crops up at the transmission level. The meaning attributed to the word ‘noise’ in
the field of Communication is derived from the realm of Physics. In Physics, noise
refers to “a disturbance, especially a random and persistent disturbance, which
obscures or reduces the clarity of a signal”.
The modern-day connotation of the word ‘noise’ is “irrelevant or meaningless data”
as is apparent from its usage in the field of Computer Science.
For example, the noise of the traffic around a school obstructs the smooth flow of
information between the teacher and the students. It makes oral communication
difficult. Similarly, poor signal or static while talking over the cell phone or while using
the public address system or while watching TV also distorts the sound signals and
disrupts communication. Bad weather conditions may also sometimes interfere with
the transmission of signals and may lead to breakdown of the communication
channels.
As discussed above, noise is not only the disruption of sound signals, but it also
includes all the barriers that may arise at any of the various stages of communication.
In a broad sense, it denotes semantic barriers, perceptional barriers as well as
psychological barriers.

b. Time and Distance

Time and distance may also obstruct the smooth flow of information. Today, because
of technological advancements, we have faster means of communication available to
us and this in turn has made the world a smaller place. But at times, these means of
communication may not be easily accessible because of unavailability or due to
technical/technological problems.
This may lead not only to a physical but also a communication gap between the
transmitter and the receiver. Time differences between people living in two different
countries may affect communication between them. Even people working in different
shifts in the same organization may also face problems in communicating effectively.
Improper seating arrangement in a classroom or in a conference hall may also act as a
barrier to effective communication as it is difficult to maintain eye contact with one’s
audience.
c. Wrong Choice of Medium
This can also create a barrier to effective communication. For example, if an expert
uses charts or graphs or PowerPoint presentations to orient the illiterate workers or
volunteers to a new method of working, they are bound to be ill-equipped to infer any
information or instructions from such sophisticated presentations.
d. Surroundings
Adverse weather conditions affect not only the means of communication, but also
have an impact on the sender and the receiver of the message. When two people have
to communicate with each other under extreme weather conditions, whether too hot
or too cold, their surroundings does have a direct repercussion on the effectiveness of
the exchange that takes place between them.
Thus, physical factors determine people’s mood and also influence their mental agility
and thereby their capacity to communicate effectively. Extreme heat and humidity
make people either hyper or listless and thus cause immense stress which in turn
affects clear thinking and the attitude of the communicator; whereas, extreme cold
weather induces laziness and also impedes the ability to think clearly and respond
sharply, thereby causing communication failure.
Semantic or Language Barriers
Semantics is the systematic study of the meaning of words. Thus, the semantic barriers
are barriers related to language. Such barriers are problems that arise during the
process of encoding and/or decoding the message into words and ideas respectively.
Both the oral and the written communication are based on words/symbols which are
ambiguous in nature. Words/symbols may be used in several ways and may have
several meanings. Unless the receiver knows the context, he may interpret the
words/symbols according to his own level of understanding and may thus misinterpret
the message. The most common semantic barriers are listed as under:
a. Misinterpretation of Words
Semantic problems often arise because of the gap between the meaning as intended
by the sender and that as understood by the receiver. This happens when the receiver
does not assign the same meaning to the word/symbol as the transmitter had
intended.
Words are capable of expressing a variety of meanings depending upon their usage,
i.e. in the context in which they are used. The association between the word/symbol
and the meaning assigned to it is of arbitrary nature.
For example, the word 'yellow' when used as an adjective can have multiple
connotations depending upon its usage. Words have two levels of meaning- literal
(descriptive) and metaphorical (qualitative). ‘Yellow’, besides being a primary colour,
also stands for ‘freshness’, ‘beauty’, ‘sickness’, ‘decay’, etc. Hence, the receiver is free
to interpret it in any of these ways based on his own imagination and experience.
But for communication to be perfect, it is essential that the receiver must assign to it
the same meaning which the sender had in his mind while encoding the message.
Therefore, there is always a possibility of misinterpretation of the messages. Mostly,
such problems arise when the sender does not use simple and clear words that can
convey the exact meaning to the receiver.
b. Use of Technical Language
Technical or specialized language which is used by people or professionals who work
in the same field is known as jargon. Such technical language can be a barrier to
communication if the receiver of the message is not familiar with it. For example, in
the computer jargon, 'to burn a CD' means 'to copy the data on a CD'. To a layman, the
word 'burn' may have a very different connotation.
c. Different languages
Employees have no common language in an organization to convey their ideas and
feelings. This problem is more acute in culturally diversified organization. Even the
translation fails to convey the exact meaning of difficult words of different languages.
d. Poor vocabulary and poor knowledge of grammar
Poor vocabulary makes the message more difficult and less effective. The words have
different connotative and denotative meanings. For effective communication, words
should be used with clarity and precision. Again, a good knowledge of grammar of the
language structure provides excellent basis for effective communication.
Organizational Barriers
Organizational structure greatly influences the flow of information within an
organization. Some major organizational barriers are as follows:
a. Goal Conflicts
There may be goal conflicts within the organization between the superiors and the
subordinates, among people working in the different departments, among the
colleagues, etc. This may create a hostile atmosphere within the organization and can
lead to serious communication breakdown.
b. Organizational Policies
These are also to a great extent responsible for determining the kind of rapport that
people working in the same organization share with each other. If the organizational
policy is such that it restricts the free flow of information in all directions then
communication would not be successful. In some organizations, there may be rules to
restrict the flow of certain messages and this may deter employees from conveying
those messages, however important they may be. If an organization favours the open
door policy, the subordinates would not feel shy or reluctant to approach their
superiors directly. But in the organizations where the formal channels of
communication have to be strictly adhered to, the superiors and the subordinates
share an awkward relationship. They experience a lot of discomfiture while interacting
with each other. Because of this, the objective of communication may never be
accomplished.
c. Organizational Hierarchy
The hierarchical structure of the organization may also impede the flow of information
and this can cause delay in taking decisions. When the message passes along the chain
of command in an organization, there are chances of filtering and distortion of the
message at almost every level before it reaches the intended receiver. Thus, the
hierarchical structure of the organization is also one of the important factors that may
create a barrier to effective communication.
d. Wrong Choice of Medium
There are many media of communication. These media have their own merits and
demerits. A properly chosen medium can add to the effectiveness of Communication
and an unsuitable medium may act as a barrier to it.
e. Lack of Planning
Communication is not a casual affair. However many people take it lightly. The result
is that the message to be sent across may not be carefully planned. There are
innumerable examples of people who would give an ill-planned, long-winding lecture
when a short presentation with tables would be sufficient.
f. Offensive Style of Communication
Offensive style of communication leads to communication breakdown. If a manager
sends a message in such a way that the workers become defensive, their relations get
strained and communication suffers. Hence it is absolutely necessary for the
management to adopt a persuasive style of communication.

Socio-psychological Barriers
Every human being has his own feelings, desires, hopes, fears, likes and dislikes,
attitudes, views and opinions. Some of these are formed by family background and
social environment whereas some are formed by the individual’s own intelligence,
education and personal experience. Each individual falls back on his societal
conditioning and individual psychology to initiate communication as well as to receive
it. Problems of understanding, interpretation and response to communication arise
partly from our socially-learnt attributes and partly from our personal attributes.
These are termed as Socio-psychological Barriers. Following are some of the Socio-
psychological Barriers:
a. Poor Communication Skills
Lack of skill in writing and speaking prevents a person from framing a message
properly. Writing and speaking skills can be developed by training and practice. Poor
reading habits and faulty listening are both psychological shortcomings, and need
careful training to overcome.

b. Poor Listening
Poor listening may lead to serious communication problems. At times, people are
interested in talking about themselves. They are so much involved with themselves
that they do not listen to what the speaker has to say. Everybody knows about the
importance of listening but very few actually practice patient, active and empathic
listening. Poor listening accounts for incomplete information and also poor retention.

c. Poor Retention
People are likely to forget messages reaching them if they are constantly bombarded
with information. From such situation arise the necessity to repeat the message and
use more than one medium to communicate the same message.
d. Self-centred Attitudes
We pay attention to those messages which are useful to us, and often do not pay
enough attention to those messages which do not interest us. Self-interest may
prevent us from seeing the point of view of others. Under such condition, we miss
useful information and develop narrow ideas.
e. Difference in Perception
 Moreover, in a communication situation, the communicators have to deal with two
aspects of the reality- the one as they see it and the other as they perceive it. The mind
filters the message i.e. the words/symbols/ signs and attributes meaning to them,
according to individual perception. Each individual has his own distinctive filter,
formed by his/her experiences, emotional makeup, knowledge, and mindset which
s/he has attained over a period of time. Because of this difference in perceptions,
different individuals respond to the same word/symbol/sign based on their own
understanding of the situation and ascribe meaning to it on the basis of their unique
filter. At times, this difference in perception causes communication gap, i.e. distortion,
in the message. In face-to-face communication, this gap can be easily eliminated as
there is immediate feedback. But in written communication, the semantic gap
between the intended meaning and the interpreted meaning remains unidentified, as
the feedback is delayed or sometimes there is no feedback at all.
f. Prejudices
Besides, a person with deeply ingrained prejudices is very difficult to communicate
with. He is not responsive to discussion or to new ideas, information, viewpoints and
opinions. He has a closed mind and tends to react antagonistically, thus ruling out all
possibilities of communication. An unreceptive mind can, hence, be a great barrier in
communication. To overcome this barrier, people should be receptive of new ideas
and must learn to listen considerately with an open mind.

g. Information Overload
Furthermore, information overload leads to poor retention and causes information
loss. So, whenever there is some important information to be conveyed, the
communicators must use the written channel of communication. On the basis of the
above discussion, we may thus conclude that the socio-psychological factors do have
a profound impact on the effectiveness of communication.
h. Self-image
Self-image is our idea about what we are, what we look like and what impression we
make. It is usually based on some truth and some exaggeration of our points. A self-
image is built over the years, and it is quite difficult to accept any idea which goes
against it. This makes it particularly difficult for us to give and take feedback.

i. Emotions
Emotions play a very important role in our life. Both encoding and decoding of
messages are influenced by our emotions. A message received when we are
emotionally worked up will have a different meaning for us than when we are calm
and composed. Anger is the worst emotion and enemy of communication.

j. Wrong assumptions
Quite often we act on assumptions, without caring to seek clarification for them. We
should make all possible efforts to maintain our goodwill and not act impulsively on
assumptions. For e.g., if a customer writes to us that he would like to visit our office
without telling us that he would like to be picked up and we assume that he will
manage to come on his own it may lead to loss of goodwill.
k. Group Identification
Our values and opinions are influenced, in some matters, by the group to which we
belong. All persons have a sense of belonging to a group, like family, people of our
locality or city, our religion or language group, age group, nationality, economic group
and so on. We tend to reject an idea which goes against the interests of the group. It
is difficult for persons of one group to understand how persons of another group think
and feel. This becomes a barrier to communication.

l. Defensiveness
When we feel threatened by a message, we become defensive and respond in such
ways that reduce understanding. We may question the motives of others or become
sarcastic or judgmental. Such behaviour obstructs our understanding.

m. Filtering
Filtering is the process of reducing the details or aspects of a message. Each person
who passes on a message reduces or colours a message according to his/her
understanding of the situation. A manager, for example, likes to tell his boss what he
feels his boss wants to hear. As a result, the man at the top never gets objective
information. The more the levels of hierarchy in an organization, the greater is the
filtering and loss of information.
n. Status Block
A boss who is conscious of status finds it difficult to receive favourably, any suggestions
from subordinates. Such person is unwilling to accept that a junior may have some
good ideas. Many good ideas are wasted only because they come from junior
employees who are considered to be too young and inexperienced.
o. Closed Mind
Limited intellectual background, limited reading and narrow interests can cause a
person’s mind to be narrow. This limits the ability to take in new ideas. Persons with a
closed mind do not take suggestions for change.
p. Resistance to Change
This is a serious psychological barrier. Some people strongly resist new ideas which are
against their established opinions or traditions or social customs. They may avoid new
ideas because they feel insecure or afraid of changes in methods or situations.
q. State of Health
Physical condition can affect your efficiency in all communication skills. If you have a
pain or fever you are not inclined to engage in communication. Poor health reduces
the ability to communicate. There may be lack of energy to think clearly and to find
the right words. Perception is low when the state of health is poor.

Cultural Barriers
Cultural differences give rise to a great deal of complexity in the encoding and the
decoding of messages not only because of the difference in languages, but also
because of plenty of culture-specific assumptions at work in the mind of the sender as
well as the receiver. People belonging to different cultures may attach different
meanings to words, symbols, gestures, and behaviour or they may perceive each
others’ social values, body language, attitude to space distancing and time, social
behaviour and manners, etc., i.e. the entire culture in general, very differently
depending upon their own standards, attitudes, customs, prejudices, opinions,
behavioral norms, etc., i.e. their own distinct culture. Thus, cultural barriers arise when
people belonging to different cultures insist on preserving their cultural identities and
at times, judge the other cultures as inferior to their own.

⸎⸎⸎⸎⸎
 UNIT 2
Basics of Communication II
 Unit 3

Designing Compelling Presentations

 1. Breeds of Presenters
● The purebred
Purebred are the ones who think very highly of themselves. They believe that presenter
is important and not the presentation. When they are on the stage, they are relevant and
not the content of the presentation. Such individuals have good communication skills, but
their overemphasis on themselves can become problematic in the overall effectiveness
of the presentation. Their vanity makes the audience remember them as an individual
and not the content of the presentation.

● The Designer Dog

The designer dog believes that as long as they have a knockout presentation, nothing else
matters. Such individuals invest a lot of time in making creative presentations (adding graphics,
colours, illustrations and other visual elements) but sometimes they fail to focus on the content
of their speech and therefore, the delivery of the presentation doesn’t go as effective as it should.
Here, the audience tends to remember the presentation but not the presenter.
● The mutt
Unlike the previous two breeds, the mutt has not such preconceived notions. They believe
that both the presenter and presentation are equally important. Therefore, they focus on both -
what they will show and what they will speak. Their emphasis is on both the design and the
delivery of the presentation. Therefore, they can alter their style to suit the audience and so they
are more effective in making presentations.

2. Stairway to Powerpoint Hell

PowerPoint Hell is a term used to refer to the boring tedium of sitting through and enduring
uninspired presentations. In fact, PowerPoint can turn a dynamic, energized presentation – one
that shows off the individual skills and unique charisma of the speaker – into a tedious, mind
numbing, slide show of mediocrity.
Another similar term for such presentations is Death by PowerPoint – the blue window of death.
The term was first used by Angela Garber in 2001. She called it the blue window of death
indicating the blue slides with yellow texts, very common but also tedious corporate presentation
format.

● The Powerpoint Murder Weapons

There are mainly four weapons that cause death by powerpoint.
•Weapon 1: Data Overload
Data overload occurs when the presenters
● Pack in too much data on a single slide
 ● Use too many slides
● Use too much text or bullet points
● Use too many figures and illustrations
The above mentioned points create the jungle of information and the audience cannot seem to
find a way out of it.

● Weapon 2: Color Confusion

Color confusion is mainly about
● Using dark foreground on a dark background
● Color palettes that hurt the eye
● Too much color in the name of creativity
Due to these points the audience tend to get distracted by the colors in the slides and therefore
cannot pay attention on the content.

● Weapon 3: Animations Galore

Animation galore is
● Custom Animation
● Injecting animation into every element
● Too much animation in the name of creativity
Very much like color confusion, animation galore also distracts the audience and the content gets
sidelined.
● Weapon 4: Slides that Slide
When the presenters tend to
● Rush through slides without letting the audience read them
● stays mum and lets the audience read the slides
The assumption here is that the audience will read the slides on their own and does not need any
explanation.

3. First steps into designing compelling presentation

The thumb rule of any presentation is that it has to be tailor made. One presentation cannot work
for different audiences. Therefore, before making the presentation, presenters should customize
their content to suit 1) the audience and 2) the objective of the presentation.
● Understand the objective of the presentation
There are some common possible objectives of any presentation. Your presentation might be
catering to any of these objectives, or may have different objectives as well.
● Conveying good news
● Conveying bad news
● Selling
 ● Proposing
● Persuading
● Informing
● Brand building
● Introducing
● Instructing
● Motivating
● Damage control
● Updating
Give one example of each of the above given objectives.
If you have a clearly outlined purpose, it becomes easier to design the presentation.

● Knowing your audience

Audiences are not just a set of individuals. Once they sit together, they assume a group identity.
The presenters’ goal is to get into a rich dialogue with the audience so that they are engaged. It
is also important to create a rapport with the audience, to have an adult to adult dialogue rather
than becoming too preachy. Only when you have a grip on your audience’s pulse you can get
your message across.

4. The Learning Pyramid

The National Training Laboratories Institute developed a learning pyramid for average retention
rate for different training methods.
According to this pyramid, people tend to remember 5% of what they hear, 10% of what they
read, 20% of what they see, 30% of what they see and hear, 50% of what they discuss, 70% of
what they practice and 90% of what they teach others.

Thus, this clearly shows that simply talking during the presentation is not enough. It will help the
audience retain only 5% of the information. If a reading material is given, 10% retention could be
there and watching the presentation assures only 20% of retention. For maximum retention, it is
important to experiment with videos, activities and discussions that engage the audience in the
presentation.

5. Audience
Another aspect of knowing your audience is to judge them by the type of their group.

● Friendly Audience
○ Most desirable audience
○ You can pretty much try anything and everything
○ Use experiential learning to involve the audience
○ Smile and maintain eye-contact
○ Can use humor, anecdotes, personal examples, etc.
○ Be warm, pleasant, and open towards your audience
 ● Neutral Audience
○ In absence of a friendly audience, the next best thing is a neutral audience
○ Audience is usually neutral in two cases:
○ When they are uninformed
○ When they are undecided
○ Present both sides of the issue
○ Be controlled in your speech & use small gestures
○ Avoid humor & flashy presentations
○ Use comparative reasoning
○ Use supporting facts, figures, and statistics
○ Keep sufficient time at end for audience questions
● Uninterested Audience
○ Can be tough to deal with
○ An uninterested audience knows about the topic but is indifferent or impassive
about the topic
○ Important to be brief and succinct
○ Follow a 3-point rule – i.e. do not include more than three points for a
topic/section
○ Avoid a pro-con approach (to avoid long-windedness)
○ Use lots of visuals, startling facts, and humor
○ Be entertaining & use large gestures to get attention
○ Move around the room & among the audience
● Hostile Audience
○ Most challenging and most scary
○ Use a noncontroversial pattern
○ Focus only on facts, figures, and expert opinion
○ Avoid humor, personal stories, and anecdotes
○ Use a topical or chronological approach to structure your speech
○ Speak slowly and calmly

5. Elements of an Effective Presentation

A complete presentation is made up of:
•Content – subject matter of the presentation
•Design – slide organization
•Delivery – how the presentation will be made

6. Powerpoint Warrior
● Number of slides
 ○ 1 minute per slide
● Rule of seven (7-by-7 rule)
○ Not more than 7 words in a sentence
○ Not more than 7 sentences on a slide
● To capitalize or not to capitalize
○ Capitalized text is difficult to read
● Sentence case versus Title Case
○ In our daily life, we are accustomed to the ‘Sentence case’
○ However, we pay more attention to ‘Title Case’
● Test vs. Bullets
○ Lines and lines of text often kills a presentation
○ However, do not overdo the use of bullets
○ Insert a chart or graphics after every 3rd slide
○ Start bullets with nouns or verbs
○ Use single words or short phrases
○ Remove “nonimpact” words (“that” “but”)
○ Do not use superlative modifiers (“very” “most”)
○ Maintain parallelism
● Blank slides
○ Add blank/placeholder slides
 ● Working with color
○ Color palette of five or fewer colors
○ Maintain parallelism with color (i.e. same color for similar elements)
○ Use contrasting background/foreground colors
○ Dark background color for darkened rooms
○ Light background color for bright rooms
○ If not sure, use available MS templates
● Visuals
○ Images help represent thoughts & points better
○ Stay silent when playing audio/audio-visual

7. Before your presentation:

● Prepare and rehearse
○ Practice makes perfect
○ For group presentation, practice as a group
● Measure time
○ 50% rule: Rehearse your presentation, time yourself and cut the time by 50%
○ Helps when:
■ There is a late start
■ For combating spillover
■ Lots of audience questions
○ Overrunning is a bad idea because:
■ It reflects poor planning & management
■ You will eat into another speaker’s time
■ Audience members will lose interest
● Do not behind dias/lectern
○ Physical proximity helps build rapport
○ If using a dias, let your hands rest loosely
○ Use hands to make gestures
● Plan Space
○ A “good house” is a “full house”
○ Other’s presence is arousing & intensifies reaction
○ Check room conditions
○ Familiarize yourself with the presentation area
● Check room lighting
○ Seating arrangement
● Check equipment
○ Check laptop, projector, audio, video, etc.
● Greet audience members
○ Helps break ice
○ Establish rapport
○ Larger group, greet whole audience
○ Less than 7 participants, greet individually
● Practice stress reduction
○ Take a few deep breaths
○ With arms hanging loosely at your side, clench your fists and then relax the fingers
○ Swallow a few times and wiggle your jaw a few times
○ Pause before beginning. Sweep your eyes over the audience
○ Begin your speech with a confident tone.
7. During your Presentation:
● The “hook”
○ Promise hook – makes a promise
○ Mystery hook – creates questions
○ Partnership hook – builds a partnership
○ Input hook – asks for audience for opinions
○ Performance hook – puts up a show to entice
○ Gimmick hook – grabs the attention by stunts
○ Visual hook – showcases a visual piece to lure
● Maintain eye contact
○ To build rapport & trustworthiness
○ Helps gauge audience’s reaction
● Modulate your voice & eliminate word whiskers
○ Too loud – will turn off the audience
○ Too soft – will tune out the audience
○ Maintain appropriate pitch
○ Determined by room size, use of microphones, group size, noise in the
environment, etc.
○ Word whiskers (‘aaa,’ ‘umm,’) disrupts attention
● Wish you ‘Godspeed’ – Just mind that speed!
○ Slow speed – audience may drift away
○ Fast speed – audience may lose train of thought
○ Speak at a pace slower than normal speech
● Connect with the audience
○ Do not hide behind the lectern
○ Move amongst the audience
○ Open body language
● Establish “ground-rule” for feedback
○ In the beginning itself
○ With hostile audience, ask them to write down their
questions/suggestions/feedback
● Cue cards
○ Use appropriate-sized cue cards
○ Use only words & phrases (no full sentences)
● Stick to the session plan
○ Do not overshoot time
○ Long Winded presentation are boring & might eat into the other’s time
● Summarize main points
○ Recap the main points
○ For greater retention

8. After your presentation:

● Distribute “takeaways”
○ Do NOT distribute handouts at the beginning
● Declare house open for questions
○ “Ask” audience to ask questions
○ Cajole quiet audience members
● Reinforce your main points
○ Ensure answers/clarifications further reinforces the points
○ Use Q&A session as an opportunity to reinforce points
● Avoid “yes, but” answers
○ Shifts communication into a verbal contest
○ Triggers a “fight-or-flight” response
● Express appreciation
○ Thank the audience at the end of every presentation
○ Thank the audience after they ask a question

9. Fight or Flight: Combating Stage Fright

● Stage fright is “normal”
● However, this ‘arousal’ makes us more alert, more focused and less likely to forget
● Stress buster techniques
○ Breathe deeply
○ Expertize and grasp on the subject
○ Positive visualization and positive self-talk
○ Shifting spotlight from yourself – to a visual, a prop, a demonstration, etc.
○ Ignoring or disregarding any fumbles you make during the presentation
 UNIT 4
Resume Writing and
Interviews
 UNIT 4
Resume Writing and
Interviews
 Letter Head

Date of Writing
Receiver’s Address
Sautation,
Subject:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

__________________________________________________________________________________
_________________________________________________________________________________

Complimentary Close,
Signature
Sender’s Name
Title
Copy to (optional)
Enclosure (optional)
CHOICE OF WORDS
Cover Letter
 BAD LANGUAGE EXAMPLE #1
• I believe

• “I believe that I am a good match

for this job”

• Better choice: “I will be a good

match for this job.”
 BAD LANGUAGE EXAMPLE #2
• I NEED

• “I need this job opportunity.”

• Better choice: “I’m excited about

this job opportunity.”
 BAD LANGUAGE EXAMPLE #3

• I am average/incapable

• “I’m average at using Excel and

incapable of HTML.”

• Better choice: “I’m proficient in

Excel and I’m interested in learning
HTML. I am eager for the
opportunity to improve these skills.”
 BAD LANGUAGE EXAMPLE #4
• “The job necessitates an individual
who will manage the constant influx
of content and promulgate
information on a daily basis; my skill
set in this arena will burgeon in this
position.”
• “My skills in publicizing important
content will allow me to excel in this
position.”
 BAD LANGUAGE EXAMPLE #5
• I guess

• “I guess I want this job because it’s

interesting and fits my
qualifications.”

• “I want this job because it’s

interesting and fits my
qualifications.”
 BAD LANGUAGE EXAMPLE #6

• I am just

• “I’m just emailing you to apply for

the swim team manager position.”

• “I’m emailing you to apply for the

swim team manager position.”
 BAD LANGUAGE EXAMPLE #7
• “I think” and “good.”

• “With my experience in personal

banking, I think I am
a good candidate for this position.”

• “With my experience in personal

banking, I am a great candidate for
this position.”
 Business Communication

Cover Letter

1
Cengage Learning Mallika Nawal
Introduction to Cover Letters
• Resume is the ‘product manual’ and cover letter is
the ‘sales pitch’
• It introduces you to the prospective employer and
compels him/her to “buy” your services
• A cover letter is an “elevator pitch” in written form
• A cover letter is NOT a mirror image of the resume
• Use paragraph format
• NEVER mass-mail a single cover letter for all jobs
• Write your “own” cover letter.

2
Why Cover Letters?
• When your cover letter attracts interest, employers
read your resume to confirm positive first impression
• Strong personalization
• High energy
• Relevant information
• Moderately informal
• Interesting to read

3
Keywords
• Computer programs are utilized, which look for these
keywords while sorting applications
• You only have 10 seconds to catch recruiter’s
attention
• This can be accomplished by using these keywords
• Keywords become ‘familiar words’ for recruiters and
are sub-consciously caught while reading, which
improves the chances of getting shortlisted

4
Writing the Cover Letter
• Style 1: “I-You-We”
• Three paragraphs
• Logical formula: Given-Since-Therefore
• 1st Para: Talk about yourself
• 2nd Para: Talk about the company
• 3rd Para: Talk about the ‘fitment’
• Style 2: “Skill City”
• Highlights skills in paragraph point (bulleted
points)

5
Unit IV
Writing Emails
Drafting
Business Emails
By Nirja Vasavada (Ph.D)
Faculty of Business Administration
GLS University
Workshop What do you think/know about Emails?

flow Basic Writing Skills

Structure of Emails

Discussion

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

 ● 5 W-H plan for writing
○ Recipient
○ Content
○ Purpose
○ Method
Basic Writing Skills ● Inductive vs. Deductive
○ Indirect approach
■ Building a
foundation for your
content
■ Giving reasons for
saying NO
■ Ends with a ray of
hope
○ Direct approach
■ First give the news
Dr. Nirja Vasavada, Faculty of Business Administration, GLS University
Recipient ●
●
Requirements
What the reader wants to know
● What the reader already knows
● Hierarchy decides the tone
○ Request
○ Instructions
○ Information
○ Query - entitled

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Content ●
●
Information
Attachments
○ Introduction
■ Greetings
■ Safety check
○ Main information/content
■ This is regarding
○ conclusion

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Purpose ●
●
Inform
Instruct
● Persuade
● Present a POV
● Recommend a course of action

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Method ● Structural Method
○ Formal/Informal

● Language check
● Abstract vs. Concrete
○ I will revert asap

● Sexist vs. Gender neutral

○ Chairman/Chairperson

● Redundancies
○ Last and final
○ Past history

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

 Dear Sir/Ma’am/Manager/Colleagues

Dear Nirja

How do you Ma’am

write a mail? Dear Professor

Dear Sir/Ma’am

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Structure
1

● Subject Line
01 ○ Absolutely

mandatory

○ Short

○ Crisp

○ Specific

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Structure ● Salutation

02 ○ If you do not know the

person, make it gender
neutral
○ Adapt “You Attitude”
○ “Dear”/Respected

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

 ● Opening
Structure ○ Greetings
03 ■ Greetings from….
■ Covid safety check
○ Give context
○ Examples:
■ I am writing to
■ It’s been long since we
communicated last
○ Chain mail

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Structure ● Conclusion

04 ○
○
Call to action
Look forward to hearing…
○ Register
○ Any other instruction

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Structure ● Close
○ Regards/Warm
05 Regards/Best
○ Name
○ Designation
○ Company’s logo

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

 How much time do
you spend on Emails?
Let’s Talk
Do you/Does your
company have an
Email policy?

To what extent do you

think Emails are
useful/helpful?

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University
Dr. Nirja Vasavada, Faculty of Business Administration, GLS University
Questions?

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University

Contact details
Nirja Vasavada (Ph.D)
nirja.vasavada@glsuniversity.ac.in
9727718112

Dr. Nirja Vasavada, Faculty of Business Administration, GLS University