Name : PRASHANT D.

DEVALE

Roll Number : 510932455

Learning Centre : KARROX TECHNOLOGIES LTD,

Andheri

Subject : Business Communication

Date Of Submission : 13th June, 2009

Assignment No. : MB0023

 Business Communication
MB0023
SET- 2

Q 1. Comment on the appropriateness of each of the

different
communication channels for each of the following
business
situations – a) Performance appraisal b) Disciplining
an employee
c) Handling a customer’s warranty complaint.

Answer –

Types Of Communication :

communication may be divided into two areas –

1. Verbal communication.
2. Nonverbal communication

1. Verbal communication :

Verbal communication, or
communication through words, provides the opportunity for
personal contact and two way flow of information. A large
part of our communication, whether at work or outside,
is verbal in nature.
Verbal communication in turn, may be divided into
two areas
a. oral communication.
b. written communication
 a. Oral communication :
Oral communication may be defined as a process whereby
a speaker interacts verbally
with one or more listeners, in order to influence
the latter’s behavior in some way or the other. Example –
In a business context, a manager doing a performance
appraisal with an employee, or a sales manager making a
sales plan presentation to his sales team.
Oral communication in a business context can take the
form of meetings, presentations, one-to-one meetings ,
performance reviews and so on.

Written communication :
b.
Written communication is a process whereby a writer inter
acts verbally with a receiver, in order
to influence the latter’s behavior.
Example – A manager writing a letter of
apology in response to a
customer’s complaint regarding poor service.

2. Nonverbal communication :

It defined as communication without words. It refers to any

way of conveying meanings without the use of verbal
language. The game of “dumb charades” is a
perfect example. Nonverbal communication
is generally unintentional, unlike verbal communication. All
of us tend to communicate silently and unknowingly send
signals and messages by what we do, apart from what we
say. Gestures, facial expressions, posture and the
way we dress, are all part of nonverbal communication.
Nonverbal communication can have a greater impact than
verbal communication, since “how you say something”
is sometimes more important than “what you say.” Although
nonverbal communication can affect both our personal and
business relationships, it is particularly
important in the workplace. Therefore,
while the spoken or written words may be perfect, the
 nonverbal aspects could convey the exact
opposite meaning.

Q 2. Imagine that you are attending a business seminar.

What are the
different barriers that might come in the way of your
listening
effectively? Suggest ways to overcome these
barriers.

Answer –

Barriers to Listening :

There are a number of obstacles that stand in the way of effective

listening, both within and outside the workplace. These
barriers may be categorized as follows –

1. Physiological Barriers –

Some people
may have genuine hearing problems or deficiencies that prevent
them from listening properly. Once detected, they can
generally be treated. Other people may have
difficulty in processing information, or memory related problems
which make them poor listeners. Another physiological
barrier is rapid thought. Listeners have the ability to process
information at the rate of approximately 500 words per
minute, whereas speakers talk at around 125 words per
minute. Since listeners are left with a lot of spare time, their
attention may not be focused on what the speaker is saying, but
may wander elsewhere.

2. Physical Barriers –
These refer to distractions in the environment such as the sound
of an air conditioner, cigarette smoke, or an overheated
room, which interfere with the
listening process. They could also be in the form of information
overload.

3. Attitudinal Barriers –

Preoccupation with personal or work related problems can make

it difficult to focus one’s attention completely
on what a speaker is saying, even if what is being said is of prier
importance. Another common attitudinal barrier is
egocentrism, or the belief that you are more knowledgeable than
the speaker and that you have nothing new to learn from
his ideas. People with this kind of closed minded attitude
make very poor listeners.

4. Wrong Assumptions –

The success of communication depends on both the sender and

the receiver, as we have seen in an earlier unit. It is wrong to
assume that communication is the sole responsibility of the
sender or the speaker and that listener have no role to play. Such
an Assumption can be a big barrier to listening. Another wrong
assumption is to think that listening is a passive
activity, in which a listener merely absorbs the thoughts of the
speaker. On the contrary, real listening or active listening is hard
work – it requires speaking sometimes to ask questions, agree or
disagree with the speaker, give feedback etc. Yet anothe
barrier of this type is to assume that speakers are more
powerful than listeners. Speakers are seen as being in command
of things, whereas listeners are seen to be weak and lacking
authority. According to communication experts however, the
reverse is true. Listeners are as important and as powerful
as speakers. In fact David J. Schwartz, writer and management
professor, emphasizes the importance of listening by saying “ Big
people monopolize the listening. Small people monopolize
the talking.”
5. Cultural Barriers Accents –

It can be barriers to listening, since they interfere with the

ability to understand the meaning
of words that are pronounced differently. The
problem of different accents arises not only between cultures,
but also within a culture. Another type of cultural barrier is
differing cultural values. The importance attached to listening
and speaking differs in western and
oriental cultures. Generally, Orientals regard listening and
silence as almost a virtue, whereas Westerners attach greater
importance to speaking. Therefore this would
interfere with the listening process, when two people from these
two different cultures communicate.

6. Gender Barriers Communication -

Gender Barriers
Communication research has shown that gender can be a
barrier to listening. Studies have revealed that men and women li
sten very differently and for different purposes. Women
are more likely to listen for the emotions behind a
speaker’s words, while men listen more for the facts and
the content. A male user may take his answer at face
value, whereas a female user may detect some hesitation in
his voice. This is because the male user listens for the content of
the message, whereas the female user listens for the
tone of the message.

7. Lack of Training -

Lack of Training Listening is not an inborn skill. People are

not born good listeners. They have to develop the art of listening
through practice and training. Lack of training in listening
skills is an important barrier to
listening, especially in the Indian context. Lee Iacocca, former
Chairman of the Chrysler Corporation in the US, was one of the
first to recognize the need for organized training
programs in listening skills. Today, many organizations
both in India and
abroad incorporate listening skills in their training programs.

8. Bad Listening Habits Most people are very average

listeners who have developed poor listening habits that are hard
to shed and that act as barriers to listening. For example, some
people have the habit of “faking” attention or trying
to look like a listener, in order to impress the speaker and
to assure him that they are paying attention.
Others may tend to listen to each and every fact and, as a
result, miss out on the main point. Yet another habit is to avoid
difficult listening and to tune off deliberately, if the subject is too
technical or difficult to understand. Sometimes, the
subject itself may be
dismissed as uninteresting, because the listener does not want to
listen. Some of the suggested methods are discussed in detail
below

1. Create a Conducive Environment –

To an extent, you can try to control the environment in which

communication takes place, so that listening can take place
without any distractions. Ensuring a proper sound system
and acoustics so that the speaker is audible, avoiding
places with high levels of activity, loud noises from the outside
environment and poor air conditioning systems, shutting off
mobile phones and telephones are some of the
ways in which you can overcome some of the physical
barriers to listening.

2. Select Face-to-face Channels –

Listening is less accurate in the absence of face-to-face

communication. For example, listening to and understanding
ideas correctly over the telephone are much harder than through
a face-to-face meeting. Take the case of calling a restaurant and
placing orders over the telephone for home delivery of a meal.
The chances are that your orders may not be understood
correctly. Therefore, as far as possible, arrange face-to-face
contact to ensure more accurate listening. 3. Be Open-
minded and Avoid Distractions – Listening
is an exhausting activity which requires the right attitude and
mindset. You have to focus your attention completely on what the
speaker is saying,
without letting your mind wander. This kind of concentration can
be developed through various techniques and through
constant practice. In addition, it is also important to
rid yourself of the notion that you have nothing new to
learn from the other person. Even if it is a subject about
which you may be knowledgeable, the speaker may offer a
different perspective or
point of view. Therefore it is important to listen actively.

4. Use Nonverbal Cues to Indicate Active Listening –

It is important to communicate to the speaker that you are

listening actively to what he is saying. This can be done even
without verbal communication. All the different aspects of
nonverbal communication discussed earlier should be used for
maximum effect. For example, maintaining steady eye
contact with the speaker, sitting up with an erect posture, nodding
now and then to show appreciation and understanding and
appropriate facial expressions are some of the ways in which your
nonverbal communication can indicate that you
are involved in what the speaker is saying.

5. Use Verbal Communication to Indicate Active Listening –

While nonverbal behavior by itself can communicate that you are

an active listener, it is also important to engage
in verbal communication with the speaker. Silence is often
interpreted as lack of understanding or attention. You need to
seek clarifications, give feedback and suggestions, or just
paraphrase in your own words what the speaker has said, in Order
to convey that you have understood his message.

6. Listen First Before Responding –

Always let yourself finish listening before you begin to
speak. Avoid the tendency to formulate your
own response, ]even before You have listened
completely to the speaker’s words. If you are too busy thinking
about what to say next, you may miss the main point that the
speaker is trying to make. This also gives the speaker the
impression that you are preoccupied or rude.

7. Use the Speaker listener Gap Constructively –

It was pointed out earlier that listeners have the ability to

absorb information faster than speakers’ rate of
speech. This spare time available to listeners is often misused
by letting the mind wander and is one of the physiological
barriers to listening. One way of overcoming this barrier is to
try to use this spare time to note down what the speaker
has said, review what has been said so far and anticipate what he
may say next. Thinking ahead of the speaker and trying to
guess where his talk is leading is a good strategy for effective
listening. This is not easy, but can be learnt through proper trainin
g.

8. Focus on the Verbal and Nonverbal Message –

Listening involves not only hearing and understanding the

meaning behind the words, but also being alert to the
nonverbal behavior of the speaker. The importance of
nonverbal cues has been emphasized throughout this book.
It is important to watch for any positive or negative
messages that may be conveyed through the speaker’s tone
of voice, facial expressions, gestures and outward appearance.

9. Focus on the Content, rather than the Delivery –

In order to grasp the true meaning of what the speaker

is saying, it is important to concentrate on the content of the
message, rather than on how the message is delivered. For
example, looking at the power point slides during a
speaker’s presentation may distract your attention from the main
point that he is trying to convey. Similarly, being over critical of
the speaker’s accent or mannerisms may make you miss the
essence of the message.

10. Ask Questions of Yourself and Make Notes–

In order to engage in active listening, you also need to ask certain

questions to yourself while listening. For example, “What is the
key idea that the speaker is trying to convey?”,“
How does this fit in with I already know on thesubject?” or “
How is this presentation organized?”, are some possible
questions that you could jot down along with the answers. The
table below sums up some of the characteristics of good
listeners, based on studies carried out on perceptions
of listening behavior –

A Good Listener -

1. Considers al evidence before jumping to a conclusion

2. Takes notes when listening, in order to recall information or
understand
a difficult idea.
3. Concentrates on what the speaker is saying and not on
unrelated thoughts
4. Is willing to consider the opinions of others
5. Listens openly when others disagree with him
6. Encourages others to express their ideas, instead of
occupying center stage
7. Is able to grasp the main idea from others’ Comments
8. Is curious about other people and their ideas
9. Does not interrupt others, or change the topic to suit his
purpose
10. Makes the speaker feel comfortable while talking
11. Remembers important ideas given by others, even when he is
busy
12. Does not pretend to understand, when he is confused
13. Recognizes that people may
change over time and have something new to
offer
14. Tries to find solutions to others’ problems
15. knows when to speak and when to listen

Q 3. Mention two different situations (imaginary) when

oral
presentations would be more effective than written
presentations,
reasoning why. Explain the different principles for
making successful
oral business presentations.

Answer –
Oral business Presentation is a powerful way of presenting your
ideas to others, and are usually called for when a written memo
or report will no be sufficient to do the job. A written presentation
is less effective in some manner
1. Definition of the Purpose of the Presentation
Before preparing for the presentation, it is important to
be clear on the goal of the
presentation. A“statement of purpose”, expressing what you
want to
achieve through the presentation should be framed, so that
it becomes easy to measure whether the goal has been
accomplished or not. The purpose of the presentation
may be stated in broad or general terms, or in more
specific terms. A general statement of purpose could be
expressed in terms of one of the following –
a. To Inform – A presentation that seeks to inform would
merely create awareness about developments and
progress on specific fronts, or try to spread knowledge about
something new. In the table above, the first eight types of
presentations are aimed at informing different audiences
 about something or the other – new
procedures, new terminology, new software, findings of
a study, sales progress, company achievements,
Viewpoints and background.
b. To Persuade – A presentation that aims to
persuade would try to change the attitudeor behavior of the
audience. It usually involves selling either a product, or an
idea. In the above table, the product presentation,
project proposal and policy proposal, are all persuasive
presentations. The product presentation seeks to persuade
consumers to try a new product, the project proposal tries to
persuade bankers to provide funds for a new project and the
policy proposal tries to persuade
top management to adopt a new policy of reimbursing mobil
e expenses.
c. To Entertain – A presentation with this purpose is meant to
make the audience relax and have a good time. In the table
above, presentations marking special occasions such as the
company anniversary, may
merely focus on making people feel good about them.
Although it is useful to define the general purpose of
a presentation, it is more important to rame a
specific statement of purpose, which clearly
spells out the answers to the following questions –
1. Whom do I want to influence?
2. What do I want them to do at the end of the
presentation?
3. How do I want them to do it?
4. When?
5. Where?

2. Development of the Key Idea The key idea of a presentation

is a
statement that expresses the main message to be conveyed
to your audience. t is different from a
statement of purpose, in that the purpose is
generally meant for yourself as the presenter, while the
key idea is mentioned to the audience at the beginning of
the presentation.
3. Audience Analysis Making a good presentation alone is not
enough. It also has to be tailored to your listeners, in such a
way that they understand and appreciate it. The following
information should be gathered about
your audience, even before you begin preparing for the
presentation –
a. Job Designations and Areas of Expertise – You need to
find out whether the audience comprises of specialists in
a particular area such as
information technology, or generalists. If they are specialists,
your presentation could include technical aspects and
jargon, which they would be able to understand. If not, you
may have to make the presentation more simple, or explain
some of the terms elaborately.
b. Preferred Style of Presentation –It would also be
relevant to know the personal preferences of your audience,
with regard to the style of presentation that they are
most comfortable with. Some people may prefer a more
informal or conversational style with some humor thrown in,
to a more formal style. Others may like the presentation to
be made at a slower pace. It should be remembered
however, that humor should be used with care, so
that it is relevant and does not offend the
audience. Analyzing all this in advance would help in
determining how the presentation should be delivered.
c. Demographic Characteristics of the Audience – The
gender, age, cultural background and economic status of
the audience also needs to be studied in advance, so
that the presentation may be tailored to
appeal to that particular audience. Example – A
financial planner addressing an audience comprising of
senior citizens, is likely to
suggest investment options that would be different from
those that might be suggested for a younger audience.
d. Size of the Audience – The size of the audience would
determine your presentation style, the time set aside
for questions and answers,the size
of visuals and so on. With a smaller group, the presentation
 could be made less formal, the time for questions and
answers less and the visuals smaller, than for a larger group.
e. The Level of Knowledge on the Subject – You
need to know how familiar your audience is with the
subject of the presentation. If the audience comprises of
experts in that particular area, basic explanations may not
be needed. On the other hand, if the
level of familiarity is not so high, a lot of
background information and explanation will be required.
f. The Attitude of the Audience – The attitude of your
listeners, both towards you as a speaker and towards the
topic of the presentation, needs to be studied in advance. If
the audience is prejudiced towards you for some
reason, you may have to alter your style of presentation
considerably. If the presentation happens to be on a sensitive
topic, you may have to proceed
very tactfully. This is especially true of
presentations that aim to persuade.

4. Analysis of Yourself as a Speaker Apart from analyzing your

audience, you also need to do a self-analysis to determine
your own purpose of making the presentation, your level of
knowledge on the subject and your feelings about he
subject. As explained earlier, a clear statement of the
specific purpose of the presentation should be developed. If
you have a choice of subject, it is always better to speak on
a subject on which you are an
authority. If the choice is not given to you and you are
less knowledgeable, then it is important to research the
subject thoroughly, so that you are in a position to
anticipate and answer any questions. Finally, you need to
assess your feelings about the subject and make sure
that you are convinced enough to be able to persuade
others as well. This is similar to a salesperson being
convinced about a product to be sold

5. Analysis of the Circumstances This includes taking into

consideration any limitations of infrastructure, time and
context that might affect your presentation in any way. For
 example, if you will be speaking in a small room where the
lighting and the acoustics are insufficient, you may have
to overcome these limitations by alterin the seating
arrangement, using brighter visuals and speaking loudly. If
the presentation is to be made after lunch, it may have to be
made more attention getting, so that the audience
is kept alert. If you are making a presentation as part of a
team, your style of presentation has to be consistent with
that of your team members. 6. Preparation of Outline
Once the initial groundwork has been done, you will need to
develop an outline of your presentation. Irrespective of the
nature and purpose of the presentation, a standard
format is generally followed, including the following –
a. Introduction – This should include an “attention getter” to
get the audience involved and interested in the presentation
topic. Several techniques may be used to command
attention, which will be discussed later. The key idea, or
main message which was discussed earlier, will also be
conveyed to the audience during the introduction.
b. Body or Main Section – This is where the main points will
be presented and elaborated upon. It is best to
limit the number of main points to five, so as not to overload
the listeners with too much information.
c. Conclusion – A brief summary of the presentation, along
with concluding remarks would be included in
this section. The conclusion should have as much “punch”
as the attention getter in the introduction.

6. Collection of Information and Material Once the outline of

the presentation has been
developed, you will need to start gathering the
relevant material. This is a time consuming process and
requires a fair amount of research. The information can
generally be gathered from existing sources such
as magazines, newspapers and the internet.
Sometimes, you may need to do original research in the form
of a survey to gather fresh data. For example, if you are
making a presentation on a new product, you may have to
conduct a survey to find
 out how consumers feel about that product concept and also
about similar, competing products.
8. Organization of the Body The body of
the presentation should always be prepared before
the introduction. Organizing the body consists in identifying
the key points that will support your main idea and then
selecting an organizational plan to develop
these key points. Let us take our earlier example of a sales
presentation on a vacuum cleaner to prospective
customers, where the key idea
is to highlight that it is superior to competing brands. The
main points in this case may be –
1. It has greater cleaning power than other brands.
2. It is more affordable
3. It is easier to use than other brands. Once the
main points have been determined, sub points can be
developed to expand on each of these.

7. Planning the Introduction Since the introduction is where you

make the first impression, it should be planned with
care. It should take up between 10 and 15 percent of your
total speaking time. At the outset, you need to try and
establish your credibility, by showing that you are qualified
to speak on the subject of the presentation. An attention
getting opener should be developed, using techniques such
as humor, dramatic questions,an interesting story, a
quotation or a startling statement.

8. Planning the Conclusion The conclusion of a presentation

should be shorter than the introduction and occupy only 5
per cent of the entire
presentation. Generally, every conclusion should have
a review and a closing statement. The
review is essentially a reinforcement of the key idea and a
summary of the main points. The main points can be
enumerated, as in the outline of the presentation. The
closing statement should be as strong as your opening
statement, so that your audience will remember the
presentation. Therefore, the same techniques used to
 capture audience attention may also be used to prepare a
good closing statement. In the case of persuasive
presentations, the closing statement can include a call
for immediate action.

9. Selection of a Delivery Style Once your presentation

has been adequately prepared in terms of content, you
also need to ensure that it will be delivered
effectively, by selecting an appropriate style
of delivery. Five different delivery styles are available to spea
kers
a. Speaking Impromptu – In this case, the speaker is called
upon to say a few words without any warning or
advance notice. Since there is little or no time given
for preparation, it is suited for only expert speakers.
Impromptu speeches should be brief, simple and direct,
compared to prepared speeches.
b. Speaking Extemporaneously – This is different from
speaking impromptu. While impromptu speeches are
delivered on the spot and not rehearsed, an
extemporaneous speech is prepared and rehearsed in
advance, but delivered naturally, without the support of note
s or other aids. This is the delivery style used by experienced
professionals, who have sufficient knowledge of the
subject to be able to speak without relying on notes.
c. Memorizing the Presentation – This is the least appealing
style of delivery, since it comes across as unnatural and
monotonous to the audience. A speaker who memorizes and
delivers a presentation word for word will also be
at a disadvantage if he forgets a part of the speech since he
or she will be unable to speak naturally.
d. Reading from Written Notes – This consists in reading th
e entire presentation from notes. It is a method used
by government or business officials and may be appropriate
when the material to be presented is highly technical or
complex. However, it has some limitations. First, it gives the
impression that the speech is very long and
heavy. Secondly, it prevents the presenter from
making eye contact with the audience.
 e. Speaking from Notes – This is generally the most effective
style of delivery. It consists in jotting down the main ideas in
point form on index cards and then referring to these
cards merely as a trigger while speaking. If the main
ideas are put down briefly on the cards, the speaker can
elaborate on these ideas in his own words and speak for
any length of time. The presentation is likely to be more
effective, since it comes across as natural and
permits eyecontact with the audience.

Q 4. The Office Manager of a Company has written to you,

requesting you
to replace the lot of 30 allegedly defective printers
that he bought
from you ten days ago. Write a letter in response to
his request,
declining replacement, but suggesting an
alternative, which you
think will retain his loyalty as a customer.

Answer –

10thJune2009
Thomas Mathew
Office Manager
HDFC Bank Ltd
6/1 Gulmohar Rd,
Mumbai, 400078.

Dear Mr. Mathew,

I am writing u a letter in information related to replacement of

printer. Actually as per our company policy there is 7 days
replacement warranty. So please be corporate us as we can
replace the printer but I am giving alternate solution
After seven days according to our policy defective printers
will be repair by our authorized service center. But you are our
main and major customer you don’t required to send your printer
in our service center, we will send our engineer on your place for
check the defective printers. I am giving such a alternate solution,
if any issue related to the problem you can free to contact us on
our customer support number.
I am aware of problem u facing now. I try my best efforts to
solve this problem.

Sincerely,

Prashant Devale,
Dell India Ltd
Sai Road, Andheri,
Mumbai 400 070

Q 5. Assume that you are the President of the Mess

Committee in your
 college and that you have received several
complaints from the
students, concerning the quality of food and timings
for various
meals. The complaints are regarding the following
issues –
unhygienic conditions, overcrowding, tasteless food,
excessive oil
and spices and no variation. Write a report to the
Director of your
institute, on the basis of the data procured and
suggest means
through which it can be improved.

Answer –

10thJune2009
Johnson Mathew
Director
Ray Institute
R.G Gulmohar Rd,
Mumbai- 400173.

Dear Mr. Johnson,

I am writing u a letter for complaint of our institute. In our
institute there are
Several complaints from the students, concerning the quality of
food and timing for various meals.
The complaints are regarding for the unhygienic conditions ,
overcrowding in canteen, testeless food, excessive oil & spices
and no variation.
I am suggest you that verify this and take some strick
decision against all the above issues.

Your sincerly,

Prashant Devale
President of Mess Commitee

Q 6. Case Study

Business Meetings in the UK

Foreigners may believe that the UK resident is overly formal and

focused on etiquette, with conversation based almost entirely on
the weather.
However, in reality the communication culture of the UK business
world is more open and relaxed than many imagine, with efforts
to extend a work relationship into the realms of informality or
even friendship.
Reading between the lines
Cross cultural solutions website Kwintessential.co.uk notes that
UK businesspeople employ a unique style of conversation, unlike
their European or American counterparts.
"The British have an interesting mix of communication styles
encompassing both understatement and direct communication,"
the site suggests.
While stating that some, especially older, members of the
community still use quite formal language, the website points out
that the British tend to use qualifiers such as ‘possibly' or ‘it could
be' to avoid making exaggerated claims.
Overwhelmingly, the British conversational style is more
understated than direct.
The British dislike animated or heated discussions and tend to
avoid raised voices or over-enthusiastic body language.
As Executive Planet points out: "A pensive ‘hum' may convey
enthusiasm or hostility - or indifference.”
"This may be disconcerting for foreigners, especially Americans,
who are more accustomed to a forthright directness that Britons
find embarrassing.
On the whole though, communication in the UK is reasonably
relaxed, friendly and informal.
Kwintessential reveals that workplace conversations can be about
personal issues in addition to business matters.
This means that relationships between colleagues can often
approach friendship more than relationships found in other
countries, with individuals who have frequent contact through
business conversing about their families and leisure activities.
The British sense of humor and the…weather
According to Executive Planet, humor is also prized by the British
and seen as a positive addition to communication.
The culture of ‘banter', or short, humorous exchanges, is an
established tradition in the UK, which may seem strange to those
more accustomed to a thoroughly formal working environment.
Occasionally, these exchanges can display inappropriate levity,
although this is very unlikely to occur in a serious business
encounter and is more likely to happen between two people who
are quite familiar with each other.
However, individuals should not feel compelled to make jokes of
their own or strive to be overly witty - for the British, humor is
something that flows naturally into conversation and is not forced.
In addition to discussing the business at hand, there are a wide
range of topics that the visitor can bring up to further a
conversation, claims Executive Planet.
While clichéd, the weather is always a good starting point and will
promote a response.
Sport is another major topic of conversation, with many UK
residents following a football team.
Current affairs and music are also areas that will lead to an
engaging conversation, while commenting on the good points of
the UK will also be welcomed.
Topics to avoid
There are topics to avoid, reveals Executive Planet, with the most
notable ones including religion, political issues and questions that
may be deemed too personal.
This openness in communication causes differences in the usual
British meeting to its international equivalent, according to
Kwintessential.
"Business meetings are one arena in which poor etiquette can
have negative effects," the website says.
"By improving your business meeting etiquette you automatically
improve your chances of success," it continues.
Attendees to the meeting will usual undertake a degree of small
talk before the proper start, with any greetings, handshakes and
introductions being made as necessary.
Once the meeting starts, it will be chaired by the most senior
person present - although the proceedings are not conducted in
as hierarchical a fashion as found in other countries.
Business meetings in the UK are more of an open forum than a
top-heavy setting of the agenda.
Objective criticism and free discussion of the topic at hand are
encouraged more than they are in other cultures, with individuals
allowed to express their views and ideas as appropriate.
While in a meeting, show good manners by being attentive to
what is said.
“If presenting, use clear communication, backing up the pitch with
facts and figures rather than emotion”, suggests
Kwintessential.co.uk.
In essence, business communication in the UK is a balance
between formality and openness.
Key points to remember are respect and friendliness, with the
usual customs of etiquette, such as a neat appearance, a
handshake greeting and good manners, increasing the chances of
a successful business encounter.

Q. Develop a set of specific guidelines, both for conducting

and participating in business meetings in the UK, based on
the facts of the case.

Answer –

The communication culture of the UK business world is more open

and relaxed than many imagine, with efforts to extend a work
relationship into the realms of informality or even friendship. UK
businesspeople employ a unique style of conversation, unlike
their European or American counterparts. "The British have an
interesting mix of communication styles encompassing both
understatement and direct communication," the site suggests.
While stating that some, especially older, members of the
community still use quite formal language, the website points out
that the British tend to use qualifiers such as ‘possibly' or ‘it could
be' to avoid making exaggerated claims. Overwhelmingly, the
British conversational style is more understated than direct.
The British dislike animated or heated discussions and tend to
avoid raised voices or over-enthusiastic body language. the whole
though, communication in the UK is reasonably relaxed, friendly
and informal.
Kwintessential reveals that workplace conversations can be about
personal issues in addition to business matters.This means that
relationships between colleagues can often approach friendship
more than relationships found in other countries, with individuals
who have frequent contact through business conversing about
their families and leisure activities. According to Executive Planet,
humor is also prized by the British and seen as a positive addition
to communication. The culture of ‘banter', or short, humorous
exchanges, is an established tradition in the UK, which may seem
strange to those more accustomed to a thoroughly formal working
environment.
Occasionally, these exchanges can display inappropriate levity,
although this is very unlikely to occur in a serious business
encounter and is more likely to happen between two people who
are quite familiar with each other. "Business meetings are one
arena in which poor etiquette can have negative effects," the
website says.By improving your business meeting etiquette
youautomatically improve your chances of success, it continues.
Attendees to the meeting will usual undertake a degree of small
talk before the proper start, with any greetings, handshakes and
introductions being made as necessary.
Once the meeting starts, it will be chaired by the most senior
person present - although the proceedings are not conducted in
as hierarchical a fashion as found in other countries.
Business meetings in the UK are more of an open forum than a
top-heavy setting of the agenda.
Objective criticism and free discussion of the topic at hand are
encouraged more than they are in other cultures, with individuals
allowed to express their views and ideas as appropriate.