Speaking Skills

Why are communication skills important?

To secure an To do your To advance in

To get the job
interview job well your career
What is Speaking?
 The action of conveying information or expressing one's
thoughts and feelings in spoken language.
 Speaking is the act of generating words that can be
understood by listeners.
 It is a common desire for all of
us to speak a second language
well.
 To do this we need to know
what skills are required to
become a good speaker.
Speaking Skills
 Speaking skills are the skills that give us the ability to
communicate effectively.
 These skills allow the speaker, to convey his message in a
passionate, thoughtful, and convincing manner.
 Speaking skills also help to assure that one won't be
misunderstood by those who are listening.
 Most people find talking easier than writing because
phrases can sometimes be used in speech that would not
be appropriate in written communication.
 However, if understanding is to be complete and effective,
the spoken language needs to be chosen carefully.
Four Speaking Skills
 FLUENCY
 Fluency is about how comfortable and confident you are in speaking
English. If you can speak for an extended period of time, that is an
indicator of strong fluency. It is also about showing a clear
connection between each point that you are trying to make. This skill
means that the listener can follow what you are saying and does not
get lost.
 VOCABULARY
 Of course, if you don’t have the words to say what you want to say,
then you cannot say it. Being a good speaker means constantly
growing you’re vocabulary. The more interesting words you know,
the stronger your speaking skills. The best way to grow your
vocabulary is to read in English and make a note of any new words
that you encounter in a vocabulary notebook.
Contd…
 GRAMMAR
 The dreaded G word! Grammar does matter and the fewer mistakes
you make, the better your speaking skill will be. However, do not
worry about making mistakes either! A good speaker does not have to
use perfect grammar. Certainly, though, it is a good idea to make sure
that you have mastered the major tenses.

 PRONUNCIATION
 Pronunciation is a complex area, with a lot of sub skills that can be
practiced. The basic rule of thumb is that an average speaker can
speak and be understood. A skilled speaker can use the sub skills of
pronunciation to emphasise and make the communicative effect of
their speech more impactful. The sub skills of pronunciation include:
word and sentence stress, intonation, rhythm and the use of the
individual sounds of a language. A good way to practice your
pronunciation is to copy! Simply listen to how someone with good
pronunciation speaks, and try to imitate them as closely as possible.
Importance Of Speaking Skills
 Ability to convey your information in a proper way.
 Encouraging people to communicate with each other.
 Ability to inform, persuade, and direct.
Barriers of Speaking
 Physical barriers
 Communication is generally easier over short distances as more channels are available and
the technology that is used is to the minimum. Although modern technology serves to
reduce the impact of physical barrier, the pros and cons should be understood to use the
appropriate medium to overcome physical barriers.
 Perceptual barriers
 Different people perceive the same things differently. This is a fact which we must consider
during the communication process. Knowledge of the perception levels of the audience is
crucial to effective communication. All the messages or communique must be easy and
clear. There shouldn’t be any room for a diversified interpretational set.
 Emotional barriers
 Some people find it difficult to express themselves. They are complete introverts and take
their own time to come out of the shell. This acts as the biggest hurdle as breaking the ice at
the preliminary stage is of immense importance.
Contd…
 Cultural barriers
 Different cultures greatly vary in the norms of social interaction, as the way in which
emotions are expressed differ greatly.
 Language barriers
 Communication occurs across the globe. Different countries have different accents and
different languages. This language difference can lead to difficulty in understanding
unfamiliar accents that acts as a barrier.
 Gender barriers
 Even in a workplace where women and men share equal stature, knowledge and
experience, differing communication styles may prevent them from working together
effectively. Gender barriers can be inherent or may be related to gender stereotypes and the
ways in which men and women are taught to behave as children.
 Interpersonal barriers
 Interpersonal barriers occur due to the inappropriate transaction of words between two or
more people. If there are two people involved in communication, the traits that distinguish
them as individuals can be the root cause of a communication problem.
Effective Speaking Skills
 Think before you speak.
 Know your message.
 Know something about the audience.
 Get to the easier points. Then, it is easier for the listener to
remember what you said.
 Use easy language and use simple words.
 Give importance to the subject and Voice should be clear
and sweet.
 Illustrate with examples.
 Stick to the time schedule.
 Have the facts and respond well to questions.
Three E’s of Speaking

 Entertainingly
 Effectively
 Enthusiastically
Communication
Communications
 Communication is divided into external and internal communication.
 External communications are those communications which are
occurring outside the organization like communication with other
companies, with government, general public etc.
 Internal communications are those which are inside the organization.
Internal communications are further divided into two parts, formal or
official and informal.
 Formal: Formal communication flows along prescribed channels which
all members desirous of communicating with one another are obliged to
follow.
 Informal: Along with the formal channel of communication every
organization has an equally effective channel of communication that is
the informal channel often called grapevine, because it runs in all
directions—Horizontal, Vertical, Diagonal.
 It flows around water cooler, down hallways, through lunch rooms and
wherever people get together in groups.
Formal Communication
 ADVANTAGES
1. It passes through line and authority and consequently
ensures the maintenance of authority as well as
accountability of the executives’ in-charge.
2. It helps to develop intimate relations between immediate
boss and his subordinates.
3. It keeps uniformity in the dissemination of information.
4. It flows systematically and the information is trustworthy.
5. Source of information is known which creates harmony
amongst the employees.
 DISADVANTAGES
1. Increases the workload of various managers as
communication is to be transmitted through them.
2. Widens the communication gap between the executives
and employees at the lower level.
3. It is time consuming because it follows the scalar chain of
authority. The communication flows from one authority
level to another and it takes too much time.
Downward communication
 When the communication flows from higher level to
lower level, it is called downward communication.
 Order, individual instructions, policy statements, circulars
etc. fall under downward communication.
 BENEFITS
1. Helps to explain to subordinates the organizational plans, policies program
and procedures, work methodology etc. necessary information for
performing the job.
2. Helps to convey to the subordinates the expectations of management from
them.
3. Acts as a mean to control the activities of the subordinates with active
feedback.
4. Provides motivation to the subordinates.
 PROBLEMS
1. Sometimes the message may be distorted in the transmission from one level
to another level.
2. If a particular authority is not present on the time of passing information it
may leads to delay in transmission of the message.
3. Sometimes when the workload is unevenly distributed among the employees
it creates overload or unload of work which causes dissatisfaction among
the employees.
Upward communication
 This communication flows the message from subordinates
to superiors. It is reverse of the downward communication
or communication flows from lower level to upper level.
 BENEFITS
1. Provides feedback to the superiors.
2. Introduction of new schemes without unduly opposition from
the employees.
3. Helps in to promote harmony between the management and the
employees.
4. Problems and grievances are redressed.
 PROBLEMS
1. Employees fear that their criticism may be interpreted as a sign
of their personal weakness.
2. Bypassed superiors feel insulted which leads differences
between the relationship of the superiors and employees.
3. Great possibility of message distortion.
Horizontal/Lateral communication
 This communication flows between persons at the same
hierarchy level either of the same or other department or
division of the organization.
 BENEFITS
1. It develops mutual trust and confidence amongst employees of same level
which help in maintaining or promote understanding between similar
position holders of different departments.
2. If employees at similar position communicate to each other for a given task
it will create or develop the feeling of co-ordination among various
departments.
 PROBLEMS
1. Sometimes it creates rivalry among employees of various departments.
2. Proximity shows the liking and disliking of an employee who is near by
another in respect of space. Like in any organization HR department and
Marketing department are near to each other then Manufacturing
department. So proximity exists between HR and Marketing department and
they favour each other as compared to Manufacturing department.
3. Biasing shows the liking and disliking of an employee due to religion, caste,
family background, personality etc.
Methods of horizontal communication
1. Face-to-face discussion: When individual communicate
directly to another. Face-to-face communication
minimises the problem of misinterpretation and quick
feedback makes the communication more effectively.
2. Telephonic conversation: When the employees are busy
with their work or they are sited far from each other then
telephonic conversation become more relevant against
face to face conversation. It saves time but sometimes
congestion or disturbance and any other obstacles create
delay and distort the message.
3. Periodical meeting: Periodical meeting means meeting
between employees on weekly, monthly, quarterly,
annually basis where all the members are assembled and
discuss on predetermined issues.
 4. Memorandum: Memorandum is a written form of
communication which transmits between different
departments in the same organisation. It is also called inter
office letter.
Consensus
 When a number of people irrespective of their status, sit
down and confer with one another to arrive at a decision
acceptable to all, it is called consensus. The format of
these communications is predetermined and can not be
altered.
Consensus involves consultation
1. Chief executive takes up the problem and analysis it to
understand.
2. Collect additional facts and information.
3. Try to find out various means to solve it.
4. Find alternatives.
5. He contacts the members individually or invites them to a
meeting.
6. Problem is spelled out to the members.
7. To carefully listen all members view.
8. Arrived at solution.
Grapevine/Informal Communication
 Factor responsible for the grapevine phenomenon
1. Feeling of certainty or lack of direction when the
organization is passing through a difficult period.
2. Feeling of inadequacy or lack of self confidence on the
part of employee, leading to the formation of gaps.
3. Formation of a clique or favoured group by the managers,
giving other employees a feeling of insecurity or isolation.
Forms of grapevine communication
 1. Single chain: In this type of chain ‘A’ tells something to ‘B’ who tells it
to ‘C’ and so on it goes down the line. This type of communication flows
from one person to another person through single chain or communication
flows one by one. When ‘A’ tells something to ‘B’ who tells it to ‘C’ and so
on. One interesting fact comes out from this type of communication that
when one person passes certain information to other and they treat the
message as confidential or secret which further communicated by another
with same feeling of confidentiality and secrecy.
Forms of grapevine communication
2. Star chain: In this type of chain person speaks out and tells everyone the
information he/ she has obtained. This chain is often used when information
or a message regarding an interesting but non job related nature is being
conveyed. Sometimes it also called gossip chain.
Forms of grapevine communication
3. Cluster chain: In this type of chain ‘A’ tells something to
a few selected individuals who again inform a few
selected individuals. And the information flows in similar
manner to other individual.
Forms of grapevine communication
4. Probability chain: The probability chain is a random process in which a
transmission of the information to other in accordance with the laws of
probability and then these tell still others in a similar manner. The chain
may also be called random.
Listening Skills
Listening skills
LISTENING SKILLS
 Listening skills are ways to help you listen to do
something more effectively.
 Listening is half of oral communication
 All effective leaders and managers realize the importance
of acquiring good listening skills
 Consequences of not listening carefully could be
disastrous.
What is Listening?
 The word listen refers to making as effort to hear
something or pay attention to someone speaking or to
some specific sound.
The Listening Process
• Physically hear message and take note
1.Receiving • Affected by external factors i.e noise

• Infer speaker’s meaning based on own experiences

2. Interpreting • Need to understand speaker’s frame of reference

3. Remembering • Store message for future reference

• Consider points mentioned and assess their

4. Evaluating importance

5. Responding • Reacting to speaker’s message

• In certain occasion, action is vital. Put all promised

6. Acting action in writing and make sure to deliver promises
Hearing and Listening…
Differences between hearing and listening…

Hearing Listening
 Hearing is merely the  Listening is more of
ability of ear to sense conscious effort to interpret
sounds around one. the sounds, requiring
concentration of mind.
 Non-selective and
 Listening is voluntary , It
involuntary process for
takes intention and attention.
anyone that CAN hear.
 Active mental process;
 Easy, physical and passive attempt to make meaning of
process. what we hear.
 Hearing is when the sound  Listening is when it reaches
reaches your ears. your brain.
Barriers to Listening…

 Pre-judgment.
 Speed of delivery.
 Clarity of Voice.
 Accent and dialect.
 No pauses and rewind.
 Poor quality audio materials.
 Unfamiliar topic/ Meaningless context.
Barriers To Effective Listening
 Environmental Barriers.
 Linguistic Barriers.
 Psychological Barriers.
 Physiological Barriers.
 Perceptual Barriers.
 Content Barrier.
 Personal Barriers.
Environmental Barriers
The following, if encountered, can make us switch off from what is being said,
to allow our minds to temporarily concentrate on our surroundings:
Linguistic Barriers
Linguistic barriers derive from the speaker and make it difficult for them to be
listened to. They can be summarized as follows :
Psychological Barriers
Emotional states which are brought to the communication or result from it
can come between what is being said and effective listening and understanding, for
example :
Physiological Barriers
The physical condition of the listener can affect concentration and restrict the
amount of information taken in, for example :
Perceptual Barriers
The speaker and the listener sometimes see the same situation from a different point of
view and this can affect understanding (e.g. parent and child). Examples of other
perceptual barriers are:
Content Barrier
 What the speaker is saying may also be a barrier to the listener:
 Subject of the discussion does not interest us
 Speaker goes on for too long
 Speaker is saying what we don't want to hear
 We have heard it all before
 Content is too difficult/simplistic
 Content is repetitious
Personal Barriers
The listener may put up personal barriers:
Techniques for Effective
Listening
 Prepare to listen.
 Avoid pre-judgments.
 Be open-minded.
 Establish eye contact.
 Don’t interrupt.
 Judge content, not delivery.
 Extract key points.
 Give feedback.
 Block out distractions.
Oral communication
MEANING
 Oral communication implies communication through
mouth.
 It includes individuals conversing with each other, be it
direct conversation or telephonic conversation.
 Speeches, presentations, discussions are all forms of oral
communication.
 Oral communication is generally recommended when the
communication matter is of temporary kind or where a
direct interaction is required.
 Face to face communication (meetings, lectures,
conferences, interviews, etc.) is significant so as to build a
rapport and trust.
Advantages of Oral Communication
 There is high level of understanding and transparency in
oral communication as it is interpersonal.
 There is no element of rigidity in oral communication.
 There is flexibility for allowing changes in the decisions
previously taken.
 The feedback is spontaneous in case of oral
communication.
 Thus, decisions can be made quickly without any delay.
 Oral communication is not only time saving, but it also
saves upon money and efforts.
Contd…
 Oral communication is best in case of problem resolution.
The conflicts, disputes and many issues/differences can be
put to an end by talking them over.
 Oral communication is an essential for teamwork and
group energy.
 Oral communication promotes a receptive and
encouraging morale among organizational employees.
 Oral communication can be best used to transfer private
and confidential information/matter.
 Advantages of Oral Communication
Channel Advantages
Oral face-to-face • Personal nature
• Use of body language
• Problem solving
Oral non face-to-face - Teleconferencing •Overcomes distance factor

Oral non face-to-face - Telephone • Immediate contact

• Use of non-verbal cues - tone of voice

Oral non face-to-face – voice mail •Saves time

•Control over message
•Permanent record
 Steps in making Oral Presentations

1. Define purpose
 General purpose
– inform, analyze, persuade
 Specific purpose
– “whom, what, when, where, how?”

2. Develop key idea – main message for audience

 Steps in making Oral Presentations

3. Audience analysis
 Designations and areas of expertise
 Preferred styles of presentation
 Demographic factors
 Audience size
 Familiarity with topic
 Attitude towards speaker and topic
 Steps in making Oral Presentations

4. Self analysis
- knowledge level
- conviction level
5. Analysis of constraints
- infrastructure
- time
- context
 Steps in making Oral Presentations

6. Presentation outline
 Introduction – grabbing attention
 Body – main points
 Conclusion – summary
7. Information collection
- secondary sources
- primary sources
 Steps in making Oral Presentations

8. Organization of Body
- main points
- organizational plan
9. Development of Introduction
- attention getting techniques
10. Planning of Conclusion
- length of conclusion
- reinforcement and summary
- memorable closing
 Steps in making Oral Presentations

11. Selection of delivery style

 Speaking impromptu – speaking without preparation

 Speaking extemporaneously – speaking without
support
 Memorizing – delivering word for word
 Reading from notes – reading word for word
 Speaking from notes – referring to “trigger words”
Media for Presenting Visual Aids
Medium Advantages Disadvantages

Flip Charts • Easy to prepare and • Unsuited for large

use audience
• Wear and tear
Transparencies • Quicker to produce • Unwieldy
• Suited for large • Complicated
audience
• Convenient for reuse
Power Point Slides • Good for illustrating • Detracts attention
ideas from presentation
• Easy to produce and
store
Unit 6 Business Communication
 Media for Presenting Visual Aids
Medium Advantages Disadvantages
Handouts • Permanent record • Distracting
• Add value
• Reduce need for
notes
Computerized • Inexpensive • Unsuited for large
Displays • Convenient audience

Videotapes • Audio-visual impact • Distracting

• Illustrate action • Quality concerns
 Guidelines for Using PPT

1. Avoid clutter
2. Limit number of slides
3. Plan time on each slide
4. Watch font size, number of words and lines
5. Pay attention to overall appearance
6. Ensure consistency
7. Keep text to a minimum
8. Add value to PPT
 Guidelines for Using Visual
Aids

1. Value addition
2. Appropriate level of sophistication
3. Clarity
4. Simplicity
5. Minimum text
6. Numbering and captions
7. Synchronization with presentation
8. Testing in advance
9. Rehearsal
Disadvantages/Limitations of Oral
Communication
 Relying only on oral communication may not be sufficient
as business communication is formal and very organized.
 Oral communication is less authentic than written
communication as they are informal and not as organized
as written communication.
 Oral communication is time-saving as far as daily
interactions are concerned, but in case of meetings, long
speeches consume lot of time and are unproductive at
times.
 Oral communications are not easy to maintain and thus
they are unsteady.
Contd…
 There may be misunderstandings as the information is not
complete and may lack essentials.
 It requires attentiveness and great receptivity on part of
the receivers/audience.
 Oral communication (such as speeches) is not frequently
used as legal records except in investigation work.
Oral Communication
 Oral Communication includes-
 Face to Face Conversation.
 Telephonic Conversation
 Lectures
 Speech
 Group discussion
 Social gatherings
 Interview
 Conference & Meeting
Oral communication in the workplace
 Private discussion
 Conversation over lunch
 Gossip in the lift
 Telephone conversation
 Chance meeting in the corridor
 Informal gathering of staff
 Instructing subordinates
 Dealing with clients
 Formal meetings
 Interviews
 Training sessions
 Giving a presentation
 Conferences/seminars
Non – Verbal Communication
Non- verbal communication

Facial
Posture Gestures
expressions

Eye contact Touching

Non Verbal Communication
 It covers all external stimuli other than spoken or written words
and including characteristics of appearance, voice and use of
space and time.
 Kinesics- It is study of the role of body movements such as
winking and shrugging in communication
 Proxemics-It is also called space language which subject the
deals with the way people use physical space to communicate.
 Chronemics or Distance language-The subject that deals with
the way people use time dimension or time language
 Paralanguage- The non verbal factors like tone of voice, the
speed of delivery, the degree of loudness or softness, and the
pitch of voice which affect the spoken words called
paralanguage
Principles of Successful Oral Communication
 Clarity of expression
 Make communication a two-way process
 Develop trust by creating listeners interest
 Be precise, avoid hackneyed
 Avoid communication overload, easy flow
 Overcoming barriers (time, distance & noise)
 Timely feedback
How to improve your non-verbal communication
skills
 Be honest, especially when communicating emotions
 Use a firm, friendly handshake
 Maintain eye contact
 Reinforce your words with tones and gestures
 Be aware of your posture
 Use appropriate gestures to support your points
 Imitate the posture and appearance of people you want to
impress
 Show respect for speakers and listeners
 Touch people only when appropriate and acceptable
 Smile genuinely, as a fake one will be obvious
The telephone

 Most people use the telephone several times a day; calls are
usually straight forward and require little planning
 However, using the telephone for business purposes is very
different
 The person on the telephone represents the company
 Important to use tone of voice, inflections and attitude
carefully to show professionalism, your readiness to listen
carefully, and your ability to communicate clearly
Making effective telephone calls

Before calling
 Choose the right time to call
 Check the number
 Plan your call
 Be prepared
 Avoid interruptions
Making effective telephone calls

During the call

 Be courteous and establish a rapport
 Put a smile in your voice
 Check your notes
 Obtain feedback
 Close in a positive, courteous manner
Making effective telephone calls

After the call

 Make notes
 Take action
Taking messages

 Requires both oral and written communication skills

 A pencil and telephone message pad should always be kept by
the telephone
 When taking messages, remember that the caller cannot see
you; need to give verbal signals to know the message is being
understood
 A telephone message should be passed to its recipient
immediately, or placed on the person’s desk if the recipient is
out
Voice processing

 Voice mail
 Allows one to send, store and retrieve verbal messages. Often used in business
to replace brief inter-office notes or emails and messages that need no
response
 Recording your voice mail greeting
 Keep it brief – no longer than 20-30 seconds
 State action clearly
 Be professional – businesslike voice
 Leaving a voice mail message
 Effective voice mail message: keep it brief, speak precisely and
clearly
Written Communication Skills
What are the most common ways
we communicate?

Written
Oral
Academic Writing
Presentation Revision and Editing
Audience Awareness Critical Reading
Presentation of Data
Critical ListeningNon-Verbal
Body Language

Audience Awareness
Personal Presentation
Body Language
 Written Communication
 Oral Communication
 Face-to-face Communication
 Visual Communication
 Audio-Visual Communication
 Computer based Communication
 Silence
 Includes letters, circulars, memos,
reports, forms and manuals, etc.
Everything that has to be written and
transmitted in the written form falls in
the area of written communication.
Merits
 Precise
 Permanent record
 Legal document
 Can reach large no. of people simultaneously.
 Helps to fix responsibility
Demerits
 Time consuming
 Expensive
 Quick clarification not possible
 Writing
9% Speaking
30%
Reading
16%

Listening
45%
 Types of Communication
Downward Communication : Highly Directive, from Senior to
subordinates, to assign duties,
give instructions, to inform, to
offer feed back, approval, to
highlight problems etc.

Upward Communications : It is non directive in nature from

down below, to give feedback, to
inform about progress/problems,
seeking approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same
level for information level for information
sharing for coordination, to save time.
 (P)OSTURES & GESTURES
 How do you use hand gestures? Attitude?
 (E)YE CONTACT
 How’s your “Lighthouse”?
 (O)RIENTATION
 How do you position yourself?
 (P)RESENTATION
 How do you deliver your message?
 (L)OOKS
 Are your looks, appearance, dress important?
 (E)XPRESSIONS OF EMOTION
 Are you using facial expressions to express emotion?
“Writing is easy. You only need to stare at a
blank piece of paper until drops of blood form
on your forehead”

Glen Fowler
Why Written Communication?
 Creates a permanent record.
 Allows you to store information for future reference.\
 Easily distributed.
 All recipients receive the same information.
 Necessary for legal and binding documentation
Writing Skills?
 A career requirement.
 More than a “nice thing to have” – a necessity.
 Your Writing = Your Personality.
 As a professional, it is crucial to write well
Writing Skills?
 The ability to write does not require a unique talent or an
outstanding mental ability
 Everyone has the basic skills necessary to write well
 A basic understanding of writing and a commitment to
writing well in all situations is needed as a professional
Questions a writer asks
 How do I begin?
 What is my purpose?
 How do I make my point clear?
 How do I create a logical flow?
 How do I say what I mean?
 How do I avoid grammatical errors?
 How can I make my message brief?
 How can I create a visual effect?
The Writing Process
 Planning
 Writing
 Quality Control
The Writing Process
 Planning
 Keep objectives in mind and research the topic
 Think about the audience
 Outlining helps organize thoughts
The Writing Process
 Writing
 Follow your outline, use your handbook
 Inspiration is acceptable but must be carefully reviewed
 Use the interview approach to supplement the outline (who,
what, where, when, how)
The Writing Process
 Quality Control
 Reread your work
 Be critical of your own work
Considerations while writing
 Who?
 What?
 When?
 Why?
 Where?
 How?
Good Writing
 Completeness: all information needed tion needed is
provided
 Correctness: relevant and precise information
 Credibility: support your argument
 Clarity: should not be vague, confusing, ambiguous
 Conciseness: to the point
 Consideration: anticipate the reader’s reaction
 Vitality: use the ac e the active voice rather than the
passive voice
Types of Writing
 E-mails
 Letters and Memos
 Agendas
 Reports
 Promotional Material
 Academic Documents
 Research (scientific) manuscripts
 White Papers
E-Mails
 E-mail is fast, convenient and easy
 Email is now the dominant method of communicating in
business.
 Convenient for communicating with people in different
places and different time zones
 Easier to communicate with people who understand
written English but don’t speak it well
 Excellent mechanism for follow-up or action items after
a meeting
 Messages can be saved and retrieved easily
Watch Out!
E-Mails (Challenges)
 Email is often sent out without re-reading, proof-
reading and other standards applied to written
communications. We press the send
button too soon!

 Emails can be forwarded and sent to others without

your approval or knowledge
E-Mails
 Many users do not realize the potential outcome of
what is being sent through e-mails
 Business e-mails should be concise and to the point
 The language used in business e-mails should not
be overly informal
E-Mail Manners
 Always include a subject or e-mail title
 Avoid the “ready, aim, fire” approach
 Avoid “flaming”
 Don’t be too-casual
 Consider if e-mail is the appropriate tool
 Make one point per e-mail
 Make the font user-friendly
 Don’t use all capital or lower-case letters
Letters and Memos
 Letters and memos are the basic vehicles of
business communication
 They should be brief and make a single point (no more
than 2 pages)
 Letters are for external communications
 Memos are for internal communications
Letters and Memos

All business memos should include:

 TO: (To whom is the memo directed?)

 FROM: (Who wrote the memo?)
 DATE:
 SUBJECT: or RE:
10 Commandments of Letter writing
1. Write original letters; reduce use of “form” letters
2. Address the letter to a specific person
3. Spell the recipient’s name right, “every single time”
4. Use appropriate titles
5. Limit the letter to a single page
6. Use appropriate language (receiver & objective)
7. Proofread the letter
8. Send neatly typed/written letters
9. Use positive and courteous language
10. NEVER send poison-pen letters to poor, unsuspecting
recipients.