Management of Written and Oral Communication

Preeti Shirodkar

Format Of The Discussion

MANAGEMENT OF ORAL AND WRITTEN COMMUNICATION  ETIQUETTES IN COMMUNICATION  FORMATS IN ORAL COMMUNICATION  FORMATS IN WRITTEN

Importance of Effective Communication 
Shapes

the approach of an individual towards another individual represents not merely her/himself but the organisation/institution 

An

What are Etiquettes?
Unwritten Norms of Communication

That Makes Interaction Pleasant

General Etiquettes 
Offering

a seat  Offering a glass of water, tea etc.  Awareness about gender, age, position  Intimating about a change as early as possible  Common courtesies opening the door, allowing women/ older people to enter/exit first, holding out the coat, rising to greet

Etiquettes in Verbal Communication
an individual  Introducing oneself  Precision and clarity in communicating a message  Use of language  Pleasant Parting  Keeping up to date with changing techniques in written communication 
Greeting

Etiquettes in Verbal Communication 
      

Using politically correct language Impact of spellings, punctuation and grammar Impact of pronunciation Impact of tone Impact of speed Importance of time Avoiding unnecessary intimacy/ dwelling on personal details Avoiding excessive use of jargon

Etiquettes in Non Verbal Communication 
Adopting

the correct posture  Norms of interacting with men/women  Impact of facial expressions  Impact of gestures  Eye contact  A handshake should always be firm  Maintaining a comfortable physical distance

Media and Modes of Communication in an Organisation
Oral Face-toFace-to-face Telephone TeleTele-conferencing Meetings/briefings Speeches (rare) Written Sms E-mail Fax Letters Reports
Minutes/Agenda/Notices

Notes Memos Presentations

Formats in Oral Communication 
Face-to-face Face-to-

Do s and Don ts  Read/provide non verbal cues  Maintain eye contact  Do not cut off any section of the receivers  Do not interrupt

Formats in Oral Communication 
Telephone

Do s and Don ts  Seek immediate clarification if required  Be alert to/provide tonal variations

Formats in Oral Communication
TeleTele- conferencing Do s and Don ts  The time should be convenient to all parties and should be intimated well in advance  The agenda should be known well in advance  Combination of etiquettes related to telephonic and face-to-face communication face-to

Formats in Oral Communication
Meetings/briefings Do s and Don ts  The agenda and schedule should be circulated well in advance  Avoid interruptions  Contribute wherever possible  Be alert to your own and others verbal and non verbal cues  Be flexible and open to suggestions 

Formats in Oral Communication 
Speeches

Do s and Don ts  Stick to the time and subject  Follow etiquettes salutation, content, conclusion  Be alert to tone and pace

Formats in Written Communication 
Sms

Do s and Don ts  Avoid using short forms  Take care to edit forwards before sending them  Identify yourself  Take cognisance of time zones

Formats in Written Communication
E-mail Do s and Don ts  Always include the reason  Avoid using short forms  Always include salutation, content, complimentary close and signature line  State the attachment in the body of the text  Send attachments only when necessary  Avoid sending random forwards  Respond promptly  Know when to call instead 

Formats in Written Communication
Fax Do s and Don ts  Ensure that the original document is dark  Always mark the document to an individual  Include a clear subject line  Check if the organisation/individual has a dedicated fax number, else request them to switch it to the fax mode  Follow up with a phone call 

Formats in Written Communication
Letters Do s and Don ts  Use the Full Block Form for computer generated letters  Use the semi block form for hand/type written letters  Do not mix up formats  All official letters should be written on the letter head  No personal letters should be written on the letter head 

Formats in Written Communication 
Reports

Do s and Don ts  As discussed earlier

Formats in Written Communication 
Notice

Do s and Don ts  Should be sent well in advance  Should include all relevant details time, place, reason  An agenda should be enclosed whereever possible

Formats in Written Communication 
Agenda

Do s and Don ts  Should be sent well in advance  Should be clear

Formats in Written Communication 
Minutes

Do s and Don ts  The minutes should be sent soon after the meeting  The minutes should be detailed enough to serve as a reference point

Formats in Written Communication
: Memos can either be informational or show cause Do s and Don ts  Should be clear and precise  Should not be unnecessarily harsh 
Memos

Formats in Written Communication 
Notes

Do s and Don ts  Should be indicative  Should be made using a different coloured pen  Should be made on the basis of whether they are for oneself or others

Formats in Written Communication
Presentations: Can be either verbal or PowerPoint Do s and Don ts  The points on the PPT should be indicative  Matter on the PPT should be easily visible  The number of slides should be determined by the time allotted  Avoid turning towards a PPT/ shuffling back and forth constantly  Use a laser pointer if needed  The hard copy should not be stapled together  Number the pages 

Any Questions?
Thank You

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