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Effective Communication

The Most Important Thing in Communication Is to Hear What Isnt Being Said. Peter F. Drucker

Organisation of The Presentation

Written communication
Email Use of graphics

Oral communication
Body language Speaking on phone

Writing Effective Emails

Why Is It Important ?

Sheer number of people using email Use of email to communicate Your correspondence says a lot The ease and inexpensive nature

Manners and Tone

Sound Respectful, friendly and approachable Use upper and lower case letters

Personalise the communication

Use of emoticons

E-mail Format
Give a pertinent subject line Inverted pyramid form of writing
most important statements details to be followed recommendations action

Use signature

Be Concise and Professional

Get To Your Point Quickly Plz Don't Abbrvt Using Abbreviations What's In A Name? Use Plain Text

Acknowledge receipt of emails
Reply with the previous mail attached Respond to email quickly

Spelling And Grammar

Use Spell Checker Advise Vs. Advice

No Slang Please
Dates By Spelling

Check. Re-check.

Remember you're writing to a

person not a computer.

Use Of Graphics

Written language best used to express thought, abstract ideas, complexity and details. Graphics are image-based using line, form, shape, pattern, texture, colour and a predominately non-word vocabulary to capture actions and ideas.

Written language is 60% based on the words and 40% based on the non-verbal format features

Format Features
Typography (selection, variation and size of type)
Legibility Hierarchy

Page/screen layout
Colour Page, paragraph and section breaks Headers, footers and styles Justification, word and line spacing Numbering

When/where to Use Graphics

Illustrate an idea, concept or

principle. Show a step by step action or procedure. Show hierarchy and organizational relationship. Show relationship of parts to whole. graphic first followed by an explanation.

Oral Communication


Image based idiom

Most important form of


Communication is what
joins us with others

Body Language

Clues for the meaning of spoken


Spoken message is about 93%

non-verbal and only 7% verbal

Interpreting the Body Language


Leaning forward Open arms

Open hands

Eager(sprint Position)

Open legs Feet under chair On toes

Leaning forward


head tilted lots of eye contact nodding

high blink rate


staring into space slumped posture Doodling

foot tapping


sitting/moving back arms folded legs crossed 11 pos

(thigh on knee) head down frown


Leaning forwards Finger pointing

Fists clenched


Touches face Hand over mouth Pulls ear Eyes down Glances at you Shifts in seat Looks down and to left

Speaking on Phone

Taking a Phone Call

Always answer with your name Try to answer before the third ring Transferring calls Dont take a call when youre busy

Making a Call

Plan a call Smile

Modify pitch volume

Be alert and listen carefully

Mobile Phone Etiquette

Watch your speaking volume. Have your voice mail set.

Never take a call at a public


Never make an official call

from noisy places.

You Represent One of the Most Prestigious Company in the World, Be Sure Your Communications Reflect This Expectation of Excellence