Business Communication

Jai Prakash Yadav

 Unit 2
Forms of Communication :

a) Written Communication: Principal of effective

written communication ,Commercial Letters,
Report Writing , Speech Writing ,Preparing
Minutes of Meetings ,Executive Summary of
Documents
b) Non-Verbal Communications
c) Oral Communications :Art of public
speaking ,Effective Listening
d) Communicating in Teams

Applications of Communication

• Writing a summer Project Report

• Writing a CV and Application Letters
• Group Discussion and Interviews
• The Employment Interview
 Forms of Communication
Verbal
Oral :

A process whereby a speaker interacts verbally with one or

more listeners

Written communication :

A process whereby a writer interacts verbally with a receiver,

in order to influence the latter’s behavior
 Forms of Communication

Non-verbal communication :
Any way of conveying meanings without the use of verbal
language.

Gestures, facial expressions, posture and the way we dress,

are all part of non-verbal communication
 Written communication
Written communication : General Principles

•Write to express, not to …….

•KISS ….
 Written communication
Tips on Writing Style

•Simple vs. Complex Words

 Written communication

•Jargon, Slang and Metaphors

•Jargon refers to technical terms that belong to a

particular subject area or discipline

• Slang refers to casual words that are not

accepted and recognized in a Standard English
dictionary
 Written communication

•Jargon, Slang and Metaphors

•A metaphor is a figure of speech and refers to

colorful comparisons which evoke visual images

Ex : Ram is rock solid in his support

We provide an umbrella of insurance products for

your security
 Written communication

Parts of Speech : Abstract Vs Concrete

Noun

Cancellation of the contract will be done in March

(abstract noun as subject)

That decision can be made only by the supervisor.

(abstract noun as subject)
 Written communication
Parts of Speech : Pronouns

You need to consult your professor on that subject, but

he has to be a specialist in the area of Finance

• Avoid use of the pronoun completely

• Repeat the noun
 Written communication
Parts of Speech : Pronouns

You need to consult your professor on that subject, but

he has to be a specialist in the area of Finance

• Use a plural noun

• Use pronouns from both genders

You made a good presentation.

You made a number of mistakes in the report.
 Written communication

Parts of Speech : Verbs

Verbs should agree with subjects

•Only one of the students are present

•Each of the following reports have been

modified
 Written communication

Parts of Speech : Verbs

Verbs should agree in person

•He don’t like to work late

He listens to the presentation and gave his feedback

The manager spoke to the customer,

but does not respond to his complaint.
 Written communication

Parts of Speech : Adjectives

1. Sales this year have been absolutely incredible

2. That is the most wonderful, powerful and moving

speech that I have heard in a long time

3. Ours is the best product in the market today.

 Written communication
Parts of Speech : Adverbs

• This secretary types the fastest

 Written communication

Active vs. Passive Voice

When the Doer of the Action has to be Subordinated,

rather than Highlighted

A questionnaire was prepared and interviews were

conducted among a small sample

When an Unpleasant or Negative Idea has to be

Subordinated

You have not carried out the corrections in the report

Written communication
Spelling and Punctuation

Compliment” Vs “complement”
“Stationery” Vs “stationary”
“Conversation” Vs “Conservation”
“Weak” Vs “Week”
 Written communication
Punctuation :Apostrophe

The Company’s profit

The dealers’ margins

The main punctuation categories are the full stop (.), the
comma(,) ,the colon (:), the semi colon (;) and the
apostrophe (‘).

“We would like the material to be delivered in the morning

hours; but if this is not possible for you, before 5 pm will
also be convenient.”
 Written communication
Common Errors In English
• Redundancy

“In the first class, the professor taught the

basic fundamentals of Marketing”

• Clichés

Last but not least thanking you in advance

No problem
 Written communication
Common Errors In English

• Frequently misused words

All together and altogether

Eminent and Imminent

Principal and principle

Already and all ready

 Written communication
Principles of Business Writing
Language, style and tone of business writing is very different from general
writing

Tone Tone
You failed to meet the sales With a little extra effort, you
target could have achieved the target

I hope you will agree that my On reviewing my bio-data, you

qualifications match your job
profile
I am sure you will agree that
our Company has the best
reputation for quality and
service
will find that my qualifications
match your job needs in the
following respects
We shall try to live up to our
reputation for quality and
service
 Written communication
Principles of Business Writing
Language, style and tone of business writing is very different from general
writing.

Tone
Tone
We are more interested in your
satisfaction, than in making profits sounds insincere

You are such a valued customer “We value your goodwill and
that we shall go to any lengths to will make quick efforts to
earn your satisfaction ensure your satisfaction.”

“Chairman ”, “Salesman” “Chairperson”, “Salesperson”

 Written communication

Quiz Time
 Commercial Letters
How to begin the How to end the
You write to
letter letter
Dear Sir/Madam (BE)
Yours faithfully (BE)
(AE)
An unknown Dear Sir or Madam
Yours truly (AE)
firm/person (BE) (AE) (BE) (AE)
To whom it may
Truly yours (AE)
concern (AE)
Yours faithfully (BE)
A woman whose Dear Madam (BE)
Yours truly (AE)
name you don't know (AE)
Truly yours (AE)

Yours faithfully (BE)

A man whose name
Dear Sir (BE) (AE) Yours truly (AE)
you don't know
Truly yours (AE)
 Commercial Letters
How to begin the How to end the
You write to
letter letter

Yours sincerely (BE)

A person whose name Dear Mr/Mrs/Ms Very truly yours (AE)
you know Sharma(BE) (AE)
Sincerely (yours)
(AE)

(With) Best wishes

(BE) (AE)
Yours (BE)
A person you know Dear Anu/Jayesh (BE)
Love (BE)
personally (AE)
All the best (AE)
Kindest/Best regards
(AE)
Report Writing
 Standard Format

1 Title
2 Table of Contents
3 Abstract (or Executive Summary)
4 Introduction
5 Main text
6 Conclusions
7 Recommendations
8 Bibliography
9 Appendix
 Speech Writing

Three stages to writing an effective speech:

• Planning

• Structure

• Writing
 Planning
Consider:

• Why- objective
• Who- know about the reader
• How- tone / style
• What-facts, details
 Structure

• Greeting- use correct title

• Introduction- focuses attention
• Facts- stated in logical order
• Action- what, when, who
• Conclusion- lasting impression
 Writing
Simple rules:
• Accuracy
– say what you mean
– Give enough information to create understanding
• Brevity
– Use short & simple words
– Keep sentences short
– Keep paragraphs small

• Clarity
– Logical progression
– Use active voice
– Avoid jargons
Preparing Minutes of Meetings
 Executive Summary of Documents
It is simply a brief summary of the document, given so that
the busy people who will read your document know at a
glance how much to read and what actions will probably be
needed.

How To Write It
•Write the Executive Report after writing the rest of the
content

•Scan to determine about the content, structure and length

of the report

•Highlight key points; determine purpose/central theme of

the report
 Executive Summary of Documents
How To Write It
•Group ideas in a logical fashion

•Edit the outline to eliminate secondary or minor points

•Use your judgment to keeping the summary concise

•Determine whether subtitles, bullets, selective bolding or

some other type of organizational structure will add to the
clarity of your summary

•Write the summary in your own words, using a professional

style
Non Verbal communication
 Non Verbal communication

Kinesics : Is the interpretation of body language such as

facial expressions and gestures — or, more formally,
non-verbal behavior related to movement, either of any
part of the body or the body as a whole.

Facial Expressions :“ I’m very happy to meet you again “

Eye Movements

Gestures : Such as movement of the hands while giving a

lecture or presentation
 Non Verbal communication

Head Movements :Like nodding the head can convey

interest, appreciation, agreement or understanding

Body Shape and Posture :maintain an erect posture to

convey that you are attentive, since slouching or a
relaxed posture conveys a casual attitude

Physical Appearance
 Non Verbal communication

Proxemics –Refers to the communication term for

personal space and distance. The space and
distance which we choose to keep from people is
also part of non-verbal communication.

Intimate space : family and close friends

Personal space : other friends and colleagues

Social and Public space : official or workplace

relationships
Non Verbal communication
 Non Verbal communication

Time Language –This refers to the meaning or

importance attached to time and varies between
different people

Paralanguage –It refers to the tone of voice with

which something is said .

“how” something is said, and not “what” is said

 Non Verbal communication

The tone of voice includes :

the pitch (high or low pitch)

the pace (slow or fast)
the emphasis on words and
the volume (soft or loud)

“He dances with her every night ”

“I practice good business communication”

Transactional analysis

A transaction is defined as an exchange between

two persons

Concepts:

1.Every person regardless of age, has 3 main

behavioural characteristics: Parent (P), Adult (A)
and Child (C). These are called Ego states

2. Each Ego State represents a set of behaviours,

thoughts, feelings and attitudes
Parent Ego State

The related behaviours are:

Advise, train, feed, coach, protect (called

Nurturing P - the mother’s role)

Scold, criticize. punish, lay down rules, (called

Critical P - the role of the father)
Adult Ego State

The A represents the use of discrimination,

reasoning, evaluation, data analysis, use of
logic, ability to observe objectively and
correctly
 Child Ego State
The C represents:

the innate, spontaneous, uninhibited nature, like

having fun, being inquisitive, crying, demanding,
being impulsive, curious, shy, fantasising, called the
Free Child or FC.

and also includes the Adaptive Child or AC, which is the

response to the forces from outside and includes
obedience, sulking, manipulating, aggression,
rebelliousness, with feelings of guilt and anxiety.
 You are late for a meeting :

Your Boss says:

‘What’s the time ?’

Parallel and Cross Transaction

Form a team of two.Go through sheets given. Form a transaction

and present.
 Strokes

acts of recognition

Positive strokes (compliments, praise) satisfy most

Negative strokes (criticism, ridicule) are more satisfying

than no strokes at all
 Games
A third concept relates to Structuring time and
discusses the various ways in which people try to spend
time, many of which are non-productive, but consume
time and energy.

Games have hidden agendas. The player is aiming at a

certain outcome, which is not obvious to the uninitiated.

They tend to be repetitive. Games prevent honest,

intimate and open relationships. Yet people play them
because they fill up time, often provoke attention, and
fulfill a sense of identity.
 Life Position

Based on the assumptions one makes about oneself and

about others in general

These are stated in terms of OK and NOT OK.

The OK position is when one feels good about (self or

other), feels that the person is adequate, has respect for
him.

The NOT OK position is just the opposite, when one feels

that the person concerned is not alright, not adequate,
not competent, not reliable, etc
Life Position
 Oral communication
Art of public speaking

The Confucius Dictum….

“When I Read I Think,

When I see I Remember
But
When I do I Understand”
 Way to go ……..
• Organizing your Presentation
– 3 W’s Why, What, Who
– Matter : Attention, Interest, Desire, Action
– Structure : Bomber B

• Making your Presentation

– Handling Nerves
– Opening & Closing
– Voice
– Grooming
– Body language
ORGANIZING YOUR PRESENTATION
MURPHY’S LAW
If something can go wrong - it will !

The only way to beat Murphy’s Law of Business

Presentations is with the 3 P’s:
* Preparation
* Preparation &
* Preparation

O’Connor’s Corollary
Murphy was an Optimist !
Organizing Your Presentation

The 3 W’s

WHY?
WHAT?
WHO?
 WHY ?
A wise presenter asks himself seven
times ‘why?’ before taking action

Why am I going to present?

– To sell a View Point/ Idea
– To Educate/ Inform/ Alert
– To seek Help/ Cooperation
– To Build team/ Motivation
– To get a Decision
– To get ideas
 Whatever the answer, keep asking
‘why?’ in other ways......
– What is the objective I wish to achieve ?
– What is happening now that I wish to change
or clarify?
– What will I accept as evidence that I have
succeeded ?
– What must the audience do or think at the
end?

......until it becomes obvious WHAT

your essential message is
 WHAT ?
Answering the question ‘why?’ properly will
tell you what your main message should
be. But your audience will neither want
nor be able to absorb more than:
 Since you have a lot of competition for other
speakers you need a VEHICLE to carry your
message to the audience

 After all, if your presentation is not memorable -

why bother to speak?
 GOOD VEHICLES INCLUDE:
 A mnemonic device to link key messages
together and help retention (an example
is ‘SMART’)
 An analogy, parable or example to make
a bridge between your messages and
the audience’s experience
 A series of slides to “package” your
messages
 WHO ?
• Once you know exactly why you are going to
make the presentation and what your key
points will be, you must ask:
- Who is the audience?

• Customize your message and make it click

PLANNING YOUR PRESENTATION
 Practise - Practise on a colleague or friend or
in front of a mirror

 Reconnoiter - Go into the presentation room

before the event

 Avoid 'Blue peter syndrome’ - Try not to over

prepare. Pick only a few choice bits to learn by
heart.
Technical support - Test the equipment before
the presentation; get familiar with it before you
start

Visual aids - Use visuals to give a big picture

quickly, graphics, pictures, cartoons bar charts
etc
 ORGANIZING YOUR
PRESENTATION- MATTER

INTRODUCTION: 10%

BODY: 70%

CONCLUSION: 20%
 DEVELOPING CONTENT
 List key points

 Cluster

 Focus on one key point or category per

page
- but you don’t have to say it all on the
slide
 STRUCTURE
Bang - Start with an attention-getting “hook”
Opening - Outline main messages (Road
Map)
Message - Give only 4-5 key messages

Bridge - Make a bridge between each key

message and the participant’s needs (WIFM’s)
Examples - Give frequent examples to help
the audience visualize what you mean
Recap - Be sure to summarize and conclude

Bang- Finish with a closing “hook”

MAKING YOUR PRESENTATION
An opening BANG may be:

 A dramatic statement
 A humorous anecdote
 An action -a demonstration, a mime,
an unexpected entry, a song, a
quotation, other “actors” etc.
 An audio-visual “gimmick” (slide,
video, tape etc.)
DEALING WITH PRESENTATION
NERVOUSNESS
The Murphy Monkey
Within the first 30 seconds
throw him to the audience!
How...?
-a question,
-a show of hands
-an “icebreaker”
-a discussion
-a “volunteer”
-or simply a reference to one or more of the
participants
 Breathe

 Get something else to do

 Go slow

 Be nervous
Always Keep

–Clear Language

–Short Sentences

–Smooth Flow

–Logical Transition between Points

Points to Remember when using Power
Point

- Keep text to a minimum. No more than 7

bullet points per slide

- Check the contrast and font size

- Use pictures to get your idea across

- Avoid complicated charts and graphs. Keep

visual ideas very simple.

- Prepare more than you can speak to, but

also be prepared to get cut short. Time flies
up there.
The Seven Laws of Presentation

 Audiences sleep!

 Repetition is death!

 Feelings are a poor indicator of how you are doing!

 The job is to get them to want more of what you've got!

 When you're on, you're in charge!

 Passion is mandatory!

And remember - It's not Television!

 Communicating in Teams

Requisites for being effective team :

•Sharing information with team members

•Listening carefully
•Crafting messages that reflect team’s collective ideas and
opinions

Advantage :

•Increased information and knowledge

•Increased diversity of views
•Increased acceptance of a solution
•Higher performance level
 Communicating in Teams

Disadvantage :
•Groupthink
•Hidden Agenda
•Free riders
•Cost