Beruflich Dokumente
Kultur Dokumente
UNIT -1
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Communication in Business
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means communication. The business world today has
become global, which make communication even more
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complex. Communicating across borders and cultures
requires communication skills that would enable people
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from different lands to interact with each other so as to
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achieve some common objective. As soon as you move
one step from the bottom your effectiveness depends on
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your ability to reach others through the spoken or the
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written word. And the further away your job in from
manual work the larger the organization of which you are
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Dimensions of Communication
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condition of clothing.
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Communication can be Internal or External: Internal
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or intrapersonal communication is the way we talk to
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ourselves i.e. without putting thoughts into words. Non
verbal objects that are chosen to express something are
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also considered to be external communication.
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similar.
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Several surveys have indicated that communication is
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important to business. Unfortunately the need for
employees with good communication skills is often not
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fulfilled in the business world. A recent study also
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indicates that there is a correlation between
communication and income. Good writing and speaking
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skills, along with proper etiquettes and listening skills –
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determines career success. In other words having good
communication skills would result in advancement of
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30 k including directing and reporting (which
s included communication)
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19 Brana The first executive function is providing a
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38 rd system of communication.
19 Simo The administrative process cannot influence
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the decisions of the individual without
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communication.
19 Katz The exchange of information and
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74 er management functions.
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obtain an understanding response. Every large and small
business house if successful or unsuccessful, depending
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on how well it can communicate internally and externally.
Peter Ducker states: “Objectives survival and prosperity
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of a business.”
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Information: The objective of business is to inform
which means to transfer knowledge to another person or
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d)Competitive Information: Information relating to
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the strength and weakness of the competitors and
their past and present performance in the market.
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e) New Development Information: Information
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concerning the latest research, up gradation of the
product and availability of raw material or
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substitutes.
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i. Information relating to job assignment and
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procedures governing them.
ii. Information concerning exact designations of the
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officers and their decision making power.
iii. Information, which gives a clear understanding of
authority.
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iv. Information which will possible better reception of
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instruction.
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c) Organizational Information: With the help of
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house journals, direct talks or training programmes
the management should give much information to
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the employees as possible about the organization for
which they are working.
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d)Participation in Decision-making: When
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vigour and confidence as a team. Low morale is often
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the result of lack of confidence in the management on
account of its poor communication skills. The usual
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characteristics of low morale are lack of discipline, no
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appreciation or reward for good work well done, bad
relations between the supervisors and the workers and
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sometimes among the workers themselves.
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executives.
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h) Introducing changes gradually so that the workers
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are not mentally upsets by sudden and abrupt
changes in staff or working conditions.
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Since morale is like a barometer, which indicates the well
being of an organization some business houses study
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morale periodically. This is done by:
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recommended manner in which the work is to be done.
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For instance the office superintendent will instruct a new
clerk on the manner in which letter are to be filed and the
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manners in which the outgoing mail is to entered in the
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register. The instruction carries and implied order- i.e. the
clerk is expected to follow that particular method of doing
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the assigned work and no other method.
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special training.
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− Education During Induction: When new personal
join an organization they are inducted by educating
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them in the culture of the company, code of discipline
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and methods of manufacturing etc. This is done
through training programme of orientation programme.
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− Educating the Public: Educating the outside public
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the product.
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a) Counseling
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b)Advise
c) Persuasion
d)Altering Behaviour
e) Effective Change
f) Promoting the Image of Company
g)Increasing Productivity
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activities that go on in an organization. Communication in
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an origination takes three main forms. They are:
• Internal – Operational Communication
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• External- Operational Communication
• Personal Communication
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Internal – Operational Communication: All the
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(e) Lead, direct, motivate, and create a climate in which
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people want to contribute.
External – Operational Communication: The work
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related communication that a business does with people
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and groups outside the organization is external–
operational communication. This is a communication
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activity of a business with its public – i.e. suppliers,
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customer, service companies, stockholders, government
and the general public. External – operational
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Personal Communication: Not all communication that
occurs in a business organization is operational – dealing
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operation of the business objectives. In fact, much of the
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personal communication within an organization has no
connection with the operation plan of business. Such
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communication is called as personal communication.
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Personal communication is the exchange of information
and feeling in which human beings engage whenever
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feeling and satisfaction of social needs, it may also help
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frustrations.
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Communication Network of the Organization
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All the forms of communication (internal, external and
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personal) indicate an extremely complex network of
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information flow. In today’s world of business, information
must flow faster than before. Another important element
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a) Downward Communication: This is the flow of
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communication form people at higher level to those the
lower level in the organizational hierarchy. This kind of
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communication implies the authoritarian structure of
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an organization. It is used for purpose as giving
instruction-providing information about policies and
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procedures giving feedback about performance and
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indoctrinating or motivating. The kinds of media used
for downward oral communication include instruction,
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objective, the grapevine, group meetings, the practice
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of open-door policy, moral questionnaire, exit
interviews and attitude survey. In recent years many
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companies have also set up system that give
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employees a confidential way to get a message to top
management outside the normal chain of command. If
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an employee has a problem or an idea. Effective
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upward communication requires an environment in
which subordinates feel free to communicate.
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organization. In addition crosswise written
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communication keeps people informed about the
organization. These written forms include the company
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newspaper, magazine, or bulletin boards. Because
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information may not follow the normal chain of
command, proper safeguard need to be taken to
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prevent potential problems.
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such as their friendship, conflicts and experiences. Since
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formal communication carries vary little of this type of
information we must listen to the grapevine in order to be
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fully informed. In addition much of the grapevine occurs
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by person-to-person contact which helps us become a
part of social groups and receive social satisfaction.”
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Technology and Business Communication
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disks. However, today desktop computers can
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communicate directly via computer network allowing
information to be shared effortlessly. There are two types
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of network the local area network (LAN) that links users in
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a single office and the wide area network (WAN) that links
remote users. The “information superhighways” which
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are such a popular topic these days are huge computer
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networks. At present the Internet is the only network big
enough to be called an information superhighway.
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other people. They disseminate information within a
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company to a broader audience. With a modem, someone
with a computer can call up the bulletin board and seek
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information. Companies are using electronic bulletin
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boards to keep their employees informed about all kinds
of things.
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Teleconferencing and Videoconferencing:
Teleconferencing allows groups who are geographically
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workers with computers and other equipment that
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enables then to work more efficiently at home. One
advantage is that widely dispersed employees can be
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called on to react quickly during emergencies or to reach
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distant clients. Concern about traffic congestion, parking
problem, office space, and personal preferences all
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contribute to the decision to allow telecommuting and
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home office.
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UNIT – 2
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PROCESS OF COMMUNICATION
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message effectively. In other words of business, which
has become very sophisticated it is imperative that
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people in the management cadre develop effective style
of communication. Services industry in particular has
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brought communication to the fore and it has become the
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most essential aspect of business in present times.
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The communication Process: Existing View
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forms:
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1. Transmission Model
2. Reciprocal Model
3. Model Highlighting Assumptions.
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Reciprocal Model: When the emphasis is on sharing
information, then we can use reciprocal model of
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communication process. In this process of communication
the information or the meaning evolves through the
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participation of each member of the audience. The flow of
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communication is simultaneous in all direction, and in this
flow communication the composing of message takes
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place.
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the message.
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Communication Process
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that experience is filtered by our mind. Our mind
abstracts some important aspects of the experience and
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turns them into an idea. In other words mind constructs
the important aspects of the experience into a
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meaningful thought which is idea. So the idea, which is
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invisible, has to be expressed in some form or the other
in order to communicate it to others. In the process of
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abstraction you leave out many aspects, which you
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assume the others know so in the filtering process you
make assumptions and judgments or conclusion. What we
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are saying here is that our mind simplifies the real world
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purpose. At any given time we do not have total
vocabulary at our command to convert our ideas into
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words. This results in using words that are not apt pr
desirable, which could lead to misunderstanding.
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Similarly language differs fro discipline to discipline –
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language of a lawyer differs from the language of a
doctor or an IT professional. Therefore, it is imperative
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that we develop the ability to express our ideas in the
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code is fitting for a given profession.
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response.
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Noise: This term refers to those factors that cause
hindrance to the intended message.
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Misunderstanding in Communication
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During the process of communication – i.e. translating the
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idea into message and sending it to the receiver – there
are barriers that can give rise to misunderstandings in
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d)Difficultly in Expressing Ideas: This is due to the
lack of experience in writing or speaking that the
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sender may have and cause difficulty in expressing
his/her ideas. One must posses sufficient knowledge
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of language to express using appropriate words.
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2.Problems in Transmitting the Message
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a) When speaking, the sender may find that the
acoustics in the place is poor, or there may be on
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4.Problems in Understanding the Message:
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a) Difference culture background, such as education,
social status, economic position, etc. could become a
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hindrance in the process of understanding the
message.
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b)Different interpretation of words: This happens when
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the receiver is not familiar with a particular
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language.
c) Different emotional reaction: The message consists
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develop the message in clear terms.
c) Business situation are not always easy and smooth
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sailing. There are moments when you may be asked
to prepare a message under difficult conditions or
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with in the constraints of time and money or even in
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collaboration with people with little or no knowledge
of the subject.
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d)Another problem of business communication is to
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develop message in the capacity of a responsible
representative of the organization in a manner that
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Reception
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a) In business communication process is often between
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people who are separated by differences in function,
status, allegiance, etc. The sender deals with the
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knowledge or less known receiver / audience. This
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makes communication more difficult.
b)If the business communication involves the sender
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and the unknown or less known audience, then it is
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equally important for the sender to anticipate the
needs and reactions of the receiver.
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approaches.
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us language.
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Credible Whatever is said or written should be
believable.
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Chronol There should be a sequence of time and
ogical priority in the message.
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Conside Consideration should be given to the
receiver rather than the sender.
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Compas Communication should encompass all
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2.“PRIDE” Model
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Desig This refers to the planning of the communication.
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n It should be organized and developed so that it
can achieve the desired impact upon the receiver.
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Execu The final stage of communication in
tio implementation of the planned message.
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Communication will fail if it is not properly carried
out.
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Ten Commandments of Effective Communication
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communication.
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a) Purpose – to bring the audience closer to your
views.
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I) Define your goal in communication.
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II) Know the position of your audience.
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III) Use words in a manner that will bridge the
audience from their present position to your
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point of view.
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message.
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to the present message.
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I) Focus on few selected ideas that need to be
conveyed.
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II) Develop each idea / concept adequately and
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explain them sufficiently.
III) Arrange the selected ideas / concepts in a logical
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sequence.
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is in print or written form it should be physically
appealing as well as easy to comprehend. Here the
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choice of material used along with the choice of format
is important. In the case of oral delivery, attempt
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should be made to eliminate environmental
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disturbances, which cab cause interference in hearing
and understanding the message. As the sender of the
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message you should be as inconspicuous as possible –
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i.e. your dressing should not be vary loud which will
catch the attention of the audience. Be modestly and
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UNIT – 3
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PSYCHOLOGICAL AND CULTURAL DIMENSIONS OF
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BUSINESS COMMUNICATION
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enables us to apply its principles to communication
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psychology. Psychologists study individual behaviour,
sociologists study group behaviour and anthropologists
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study culture behaviour. Despite the fact that so much
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studies have been done in the field of human behaviour –
i.e. how and why most people behave the way they do –
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there are always exceptions. Behaviour – what we do and
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say – tells us much about ourselves. Remember all
behaviour is communicative and communication is the
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1. Needs Determine Behaviour: Here we shall make
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use of Maslow’s Hierarchy of needs to understand
the influence of needs on the communication
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process. According to Maslow there are five sets of
needs:
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a) Physiological needs Basic physical needs
b)Security Need to be safe
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be creative
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of communication.
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Communication suggest that Charles Darwin
believed that facial expression show emotions which
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originated in our evolutionary past. Hence people
from all over the world even if they speak different
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language and belong to different cultures use a
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common pattern of facial expressions to show
emotions. Universal facial expressions are used to
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show the following emotion: happiness, surprise,
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fear, sorrow etc. Non-verbal communication using
eye movements is called “oculesics”.
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we are overwhelmed by emotions that we are
speechless-our silence speaks of our strong feeling.
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There are certainly many occasions when silence is
more eloquent than words”. Writer Joseph De Vito
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mentions the following functions of silence:
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I) To allow the speaker time to think.
II) To isolate one’s self.
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III) To hurt someone.
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IV) To prevent further communication.
V)To communicate emotional response.
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proximity we maintain.
I) Intimate Space or Zone is what we could
identify as that space where all our body
movements occur. This is the zone that belongs to
each one of us and in which we move throughout
the day.
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and beyond. This is the most formal zone, and the
least significant interactions occur here.
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f) Dress & Grooming: The manner and style of
dressing also plays an important role in non-verbal
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communication. Dress and grooming informs the
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people about us. We wish to make a good impression
upon the people, because people judge you by the
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way you dress-the color of your dress, how will it is
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unwrinkled the looks of your shoes etc. your
appearance is also judged by the tidiness of your
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Blu Religious Doubt
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e Feeling Discourag
Devotion ement
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Truth
Justice
Yell Intuition
ow Wisdom re
Cowardice
Malevolen
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Divinity ce
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Impure
love
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en Hope Jealousy
Freshness Opposition
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Prosperity Disgrace
Pur Power Mourning
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Love of Penitence
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Truth Resignatio
Nostalgia n
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behavior and belief. It is the background over against
which all our actions and beliefs become meaningful.
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Culture can be seen as the way we live the cloths we
wear and the thoughts we think. It is the collection of
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values that sustain and direct or lives. Edward Hall
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says, ”culture is communication and communication
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is culture.
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2.The East versus the West: Anyone who wants to
deal with people from a particular country should
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Communication Strategies puts it aptly “We sacrifice
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the future at the altar of the present”. We are
capable of taking decisions without much planning.
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Westerns are fundamentally different in their
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approach to planning. They sacrifice the present for
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the sake of the future which they create with through
planning. The future drives them says Monippally.
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principles, and this enables them to lead the rest of
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the world. Here are some tips Fons Trompenaars
gives particularists on how to deal with the
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universalists.
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I) Be prepared for ‘rational’ professional arguments.
II) Do not take ‘get down to business’ attitude as
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rude.
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III) Carefully prepare legal ground with a lawyer if
on doubt.
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even the private sector, leave alone the government
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and public sector is not entirely free from employing
the relations of top managers. The merit for
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employment is kinship not competence. The western
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way of speaking work from life helps companies hire
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people who in their judgement will perform the tasks
best.
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everyone is for one’s self. Everyone in the US is
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expected to take care of himself / herself. “If you
want your father to take care of you that is
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paternalism. If you want your mother to take care of
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you that is materialism. If you want Uncle Sam to
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take care of you that is Socialism. But if you want to
take care of yourself that is Americanism”. Quoted
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rebirth lodged deeply in our collective psyche, takes
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urgency out of our concept of time”. The Indian have
many lives hence they have no need to be in hurry.
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h) Social Ladder: Our values differ from those of
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the West in the way we put people on the social
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ladder. In India one’s status depends to a large
extent on the caste and the family one has been
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Categorizing Culture
All the people acquire meaning from both verbal and non-
verbal messages but some people in some culture rely
more on non-verbal communication than non-verbal
communication. Edward Hall believed that culture vary in
the reliance people place on non-verbal signals or verbal
signals. He defined these extremes a” low-context
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culture” and “high-context culture”.
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• Low-context Culture refers to the dependency of
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the people on direct verbal message to
communicate.
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• High-context Culture refers to the dependency of
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the people on indirect non-verbal message to
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communicate. Directness is often considered rude.
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context.
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you plan to do businesses there repeatedly learn the
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language. Even if you transact business in English,
you show respect by making effort to learn the local
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language. Concentrate on learning something about
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their history, religion, policies and customs.
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a) In Spain let a handshake last for five or seven strokes.
In France, the handshake is a signal stroke.
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g)Use numbers visual aids, and per-printed form to clarify
your message.
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3. Handling Oral Communication: To overcome the
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language and culture barriers follow these
suggestions:
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a) Keep open mind. Don’t stereotype the other person or
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react with preconceived ideas.
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b)Be conscious of the other person’s customer.
c) Try to be aware of unintentional meanings that nay be
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UNIT – 4
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LISTENING
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verbal symbols or signs that the listener displays. The two
– speaker and listener – influence each other and
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alternate their role constantly. In other words the speaker
is to a listener a listener is also a speaker. Despite the
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fact that listening is essential to communication human
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beings are not good listeners. The biggest block to
personal communication is man’s inability to listen
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intelligently, understandingly and skillfully to another
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person. This deficiency in the modern world is widespread
and appalling.
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and agendas that we do not actually listen to what
the other is saying. Listening as a skill tends to be
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untaught and untrained.
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a. “I only wish I could find an institution
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that teaches people how to listen. After all a good
manager needs to listen at least as much as he
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needs to talk, real communication goes in both
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directions”.
b. “The people of the world are islands
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phrases, we ought to include non verbal symbols –
listening between words – in the process of listening.
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2. Difficult Physical Conditions: Poor listening may
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also be result from the difficult from the difficult
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conditions in which one has to listen. Public places
and shop floors of manufacturing units can be so
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noisy that listening could become a problem. This is
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true especially when the speaker is of a higher
status. A listener may not have the choice of the
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5. Impatience: Impatience is born out of
overconfidence. Before they hear out the speaker
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some listeners assume that they know what is
coming. Sometimes such listeners find the speaker
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too slow. Such listeners do not wait for the speaker
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to finish, tend to jump to conclusion which annoys
the speaker. There is yet another form of impatience
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that many of us suffer from. Everyone tends to value
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their own thoughts and issues more highly than
those of others. What we have to say is always more
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information we tend to be distracted and this
hampers our listening ability.
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Listening Styles
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1) ‘Ineffective Listening Style
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more things at the same time. They try to appear to
be listening while reading, writing or pursuing some
co
other activity. Common behaviour of distracted
listener is to repeatedly glance at the watch. Some
e.
people can camouflage their distraction so well that
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the speaker gets the impression that he/she is being
carefully listening to. They appear to be engaged in
ef
their process of listening by constantly nodding in
in
agreement or using appropriate verbal clues. You
can become a distracted listening when you are
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disagreement. They listen only to reject not to
actually process the entire message. They are
co
determined to disagree. You can become the
contentious listeners when listening with your
e.
emotions. Emotions such as anger, fear, jealousy,
re
resentment etc. often result in contentions listening
patterns.
ef
in
2) ‘Effective Listening Style
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a) Content Listening
b)Critical Listening
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c) Empathic Listening
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d)Active Listening
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message at several levels the logic of the argument,
strength of the objective and validity of the conclusion
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the implications of the message for you or your
organization the speaker’s intention and motives and
e.
the omission of any important or relevant points.
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c) Empathic Listening: The goal is to understand the
ef
speaker’s feeling, needs, and wants in order to help
in
solve a problem. The function of the message is only to
act as the vehicle for gaining insight into the person’s
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deliberate and conscious efforts. Learning is a process
that cannot accomplish privacy but must be carried out in
co
the presence of people. There are six communication
realities:
e.
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a) Effective Listening Skills can be Learned: Good
listener are made not born. Some people may have
ef
inherently better listening skills than others, yet
in
everyone can learn to become a more effective
listeners.
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Find time and opportunity to develop the skills.
co
e) How will you listen to others depends on your
internal communication: Your listening skills evolve
e.
around your ability to manage your own internal
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communication – what you say to your self when the
listening process is on. The internal dialogue – i.e.
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listening to instructions you give yourself – has
in
tremendous influence over your abilities to accurately
absorb the messages of others.
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a) It creates an environment of respect and dignity and
helps your communication partner realize their
co
message is welcomed. The risk of approaching you is
immediately diminished and the partner is
e.
encouraged to be very open in his/her
communication.
re
ef
b)Your statement of intention to listen also prepares
in
you internally to shift from your current thoughts and
activities into active listening role. This is the very
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3. Make an internal communicational to listen:
This is far the most important step in being an
co
effective listener. Unless you make a commitment to
yourself you can not achieve effectiveness in
e.
listening.
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a) Remove Internal Barrier: This technique primarily
ef
addresses the problem of preconceived notions
in
assumptions and prejudices that may become a
hindrance in the listening process.
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and the other of the listener’s. Each person’s
viewpoint is important for him/her. An effective
co
listener it is essential not only to understand the
other person’s viewpoint but also to understand its
e.
priority. The Golden Rule suggested here is “Listen to
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others as you would want them to listen to you”. In
other words, avoid listening your partner from your
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viewpoint.
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f) Maintain an open posture. Avoid crossing arms and
legs, slumping your shoulders.
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g)Do not present the speaker with any thing that would
cause distraction.
e.
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Furthermore show your communication partner that you
are listening to him/her by giving verbal affirmations.
ef
Your verbal and non verbal listening response can either
in
increase or decrease the self esteem and confidence of
your communication partner.
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llo
a) Take notes
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d)Summaries internally
e) Seek and acknowledge areas of agreement
f) Summaries and restate
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you to keep your communication partners focused on
their topic especially if they should begin to stray
co
away. Increase your listening and decrease
miscommunication your desire for clarification not
e.
argument. The four type of good – listening
questions.
re
ef
I. Close – ended question - intended to evoke
in
one –or two – word response. Usually it is “Yes or
No” or specific point of information.
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of delivery of information.
IV. Hypothetical question – asks what would
happen in some hypothetical situation. They
usually begin with “what if? They are used to
weigh different possibilities.
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d)Summarize internally: This is a quality of a good
listener who is able to construct an overview of the
co
message that he/she is receiving. It is a difficult task
yet not impossible. If the speaker is able to present
e.
his message in a logical and cohesive manner then it
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is easy to follow the train of thought. As a listener
you should be able to identify the main issues of the
ef
delivery and find a logical sequence that will tie them
in
together.
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of the message.
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Listening Guidelines
Do’s Don’ts
e.
Devote time and effort to Avoid listening if the
trying to understand what
the speaker is saying. re
subject is complex or
difficult.
ef
Maintain an open – minded Remain close – minded,
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attitude, willing to denying the relevant or
entertain the speaker’s benefit of the speaker’s
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co
e.
re
ef
in
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.a
w
w
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co
e.
UNIT -5
re
ef
in
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co
The inter-organizational is far more complex than the
intra-organizational communication. Inter-organizational
e.
communicational involves interaction between the
organization and its myriad external agencies upon whom
re
the organization depends for its business activities.
ef
Dealing with external agencies such as suppliers,
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about your purpose.
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1. Why you need a clear purpose: When an
assignment is given to communicate to an audience a
e.
particular topic, the communication has to decide what
re
to say about it. The purpose of the message
determines content organization style tone and format.
ef
in
a) To decide whether to proceed: Unnecessary
message can backfire, even it the material is excellent.
nl
necessary”.
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2. Common Purpose of Business Message: There are
three general purpose common to business
co
communication: information, persuading and
collaboration with the audience. In addition every
e.
presentation must accomplish a specific objective.
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a times it happens that your boss asks you to gather
some information and draft it into a message but finally
co
it is he how would send the message. This is a better
option because he being in position of authority, the
e.
message from him would be well received.
re
d)Is the purpose acceptable to the organization: As
ef
the representative of the organization you are
in
obligated to work towards the goals of the organization.
Your duty would be to defend the organization and at
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depending upon the audience.
co
Characteristic of the Factor that can be discovered by
audience consulting secondary sources or
e.
databases (demographic data,
geographic data, purchasing
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behaviour).
ef
The writer-reader Status of and distance between
relationship writer and reader interpersonal
in
aspects.
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used.
The occasion for Type of reader, the reader’s stance
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and convince him/her that your message has important
co
information.
e.
What does the audience already know:
Understanding the audience present grasp of the topic is
re
crucial to making decisions about content and writing
ef
style.
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c) May give your message low priority.
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Therefore make your message brief and as convenient as
possible to grasp.
e.
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Defining the Main Idea
ef
Main idea is different from topic. The topic is the broad
in
subject of the message. Main idea is the gist of the topic.
The main idea is that which sums up why a particular
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convey.
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3. FCR Worksheet: This is helpful when message
involves finding solution to a problem. F= findings, C=
co
Conclusion and R= Recommendation. To carry out this
process divide a sheet of paper into three columns list
e.
the major findings in the first column than extrapolate
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conclusions and write them in second column. These
conclusions from the basis for the recommendations
ef
which are listed in the third column.
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Oral Communication:
a) Use: This channel is useful when your message is
relatively simple when you do not need a permanent
record and when you can assemble your audience
conveniently and economically. Oral approach is also
useful when you are presenting controversial
information.
m
co
b)Form: Oral Communication takes many forms – such
as unplanned conversation, telephone calls, interviews,
e.
group meeting, seminars, workshops, training
programme, formal speeches and major presentations.
re
Generally smaller the audience the mote interaction
ef
there will be among the members. If your purpose
in
involves reaching a decision or solving a problem you
should select oral channel.
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Reports and Proposals:
co
The factual objective documents may be distributed
e.
either to insider or to the people concerned who are
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outside the organization – depending upon their purpose
and objection. Reports and proposals have the following
ef
characteristics.
in
hundred pages.
llo
for organization.
d)Relationship between writer and reader determines
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co
e.
UNIT -6
re
ef
in
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throws the audience into confusion but also stands as a
bad commentary on the communicator.
co
The Need for Being Well Organized
e.
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The term “organization” which also refers to an
enterprise implies a sequential arrangement of thing and
ef
functions so as to achieve some predetermined goals as
in
objects. Human beings in an organization are expected to
function in an organized way.
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Summarizing the above Four faults that are
co
characteristics of a disorganized communication we can
state the following reasons.
e.
re
• Lack of reflection – result in illogical sequence.
• Guess work - results in including irrelevant
ef
information.
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c) Save the time of the audience: Most people in a
co
business organization are pressed for time. Time is a
very rare commodity and people do not like to
e.
squander it. A good organized message will satisfy
re
the need for convenience at all level. In other words
your well – organized message becomes convenient
ef
for the audience – to read and understand the
in
message without wasting his/her time.
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• The basic reason to do it or think it.
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Step 2 – State the major points: Major points refer to
e.
those ideas that clarify the message by expressing the
main idea in smaller units / thoughts. These major points
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act as the props by which the main ideas are upheld.
ef
Step 3 – Support major points by specific evidence:
in
Once you have defined and grouped your idea you are
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Direct Approach
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get straight to the point.
co
Routine, Good News and Goodwill message: If your
message is providing routine information that is a part of
e.
a regular business function the audience will usually be
re
neutral in its reaction – i.e. it would neither be pleased
nor displaced. However, if you are announcing a rise in
ef
bonus or congratulating a worker for a job well done the
in
audience will be placed to hear your message.
nl
positive note.
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is a craft”. So do not worry about getting everything right
at the first instance. Your first draft is just a draft and not
co
a completed message. Do not expect perfection and do
not strive for it.
e.
re
1. Writer’s Block: Many people spend anxious moments
worrying about what to write and how to write. Some
ef
people spend long time staring at blank paper or
in
screen not knowing how to proceed. Such an
experience is known as “Writer’s Block” – the
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e) Avoid the perfectionism syndrome: Remember
you are writing the draft as an artist and not as an
co
editor. So do not worry about style, cohesive,
spelling, punctuation etc.
e.
f) Think out loud: Some people can speak better than
re
they can write. If there is a Dictaphone record what
you say and later transcribe it.
ef
g)Write the easiest first: The most difficult part of
in
writing something is the opening paragraph. So
begin with the easiest part.
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llo
Composing process
.a
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a) Don’t be familiar
b)Use humor with great care
c) Do not flatter the other person
d)Don’t preach
m
e) Don’t boast
f) Be yourself
co
3. Use the “You” attitude: Establish empathy with
e.
your audience. Many business messages have an “I”
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or “we” attitude, which causes the sender to sound
selfish and not interested in the receiver. In other
ef
words use”You” and “your” instead of “I” “Me”
in
“Mine” “We” “Us” and “Ours”. This is the “You”
attitude which you must adopt.
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Practicing Revision
m
craft – i.e. a science that has a definite procedure usually
in the process of editing the editor has to edit some
co
manuscript that someone else has written. Editing or
revising is a process of modifying a document to increase
e.
its effectiveness. Once the draft has been written it can
re
be refined into an effective document but the process of
revision one’s own draft does not begin immediately. In
ef
the process of writing, revising is the third step that
in
involves many steps. The process consists of editing for
content and organization, style and readability format
nl
the document for all its elements but rather revise the
message at least three times once for content and
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satisfied with the content and organization of the
message, then turn your attention to style and
co
readability. You need to create an interest in your
audience for the message. This is done by the use of
e.
style – i.e. using lively and emphatic words and phases.
re
At the same time make sure that your message is not
difficult to follow. Always make you of short and simple
ef
sentences.
in
message but also judging you from the way you write
w
the message.
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2. Connotation and denotation: Content words have
both denotative meaning and connotative meaning.
co
Denotative meaning is literal or dictionary meaning.
Connotative meaning including all association and
e.
feeling evoked by the words.
re
3. Abstraction and concreteness: Content words also
ef
very in there of abstraction. That is to say that content
in
words can also be abstract words. An abstract word
expresses a concept quality or characteristic – for
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d)Camouflaged verbs: Ending of the words: ion, tion,
ing, ment, ant, ent, ence, ance and ency should be
co
avoided. Such words complicate the construction of
sentences, which could be misleading.
e.
re
Bias – Free Writing
ef
Avoid biased language that might offend the audience. It
in
is not enough to be bias-free but it must also appear in
our speech and writing.
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co
e.
UNIT -7 re
ef
in
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delivered with the direct approach or organization are:
co
• Positive information, which pleases the reader.
e.
• Neutral information, which may not elicit either positive
or negative reaction but which may have strong
information value.
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• Negative information, which the reader will not want to
ef
read.
in
Audience cooperation
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statement sound less like a demand and more like a
co
request.
e.
c) Providing crucial information is another way of ensuring
audience cooperation. All information necessary to
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explain the action(s) indicated should be included in
ef
the message.
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resist change itself because they may find it confusing
co
or threatening. Communication associate need for the
change with something good and establish the change
e.
itself as something unique and good.
re
c) Organizational hierarchy: Audience with in an
ef
organization, experts the information to follow a certain
in
organizational channel. In such cases it is best to let
the information follow the organizational path to avoid
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aspects of negative situations.
c) Pay attention to the ”age” of your information. In
co
general present old news before new news.
d)Recognize that change itself is often threatening. Doing
e.
so will help you realize that even if what you are
re
proposing is a change for the better audience will
probably be resistant.
ef
e) Know the establish channels of communication in your
office and be aware of hierarchical relationship with in
in
the organization.
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request is important. Instead of demanding immediate
action be patient and help your audience to understand
co
your message or the request you are making. In the last
section ‘clearly state’ the action you are requesting or
e.
expecting. You may want to inform your audience where
re
to send the sought – after information or product, indicate
any time limit or any other information that you could not
ef
cover in the previous parts.
in
main idea. The general rule for the first past of the
direct request is to write not only to be understood but
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obtained by you.
III) Make your questions open-ended and objective.
co
IV) Deal with only one topic in each question.
e.
c) Courteously close with request for specific
re
action: Your letter should ‘close’ with both a request
for some specific response and an expression of
ef
appreciation or goodwill. Help your reader to respond
in
easily by supplying information for getting in touch with
you. Always try to close with:
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II) Saves time (when well written).
III) Helps readers to know precisely what is
co
required.
e.
b)Request to other businesses: Many letters to
re
other businesses are requests for information about
products, or something you have seen in
ef
advertisement.
in
I) Say where you saw the advertisement.
II) Provide a clear and complete return.
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the letter.
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thought combines to place the reader in an even more
favorable frame of mind for the third thought and so on.
co
They further suggest: “Because substantial positive
e.
feeling can reflect well on the sender you should make
re
optimal use of this message category. You can achieve
even more benefits by using direct statement that follow
ef
a subject /verb – first organization, selecting active voice
in
picking present tense using strong verbs, organizing
sentences for emphasis and involving the reader through
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c) Courteous close.
1.Planning positive messages:
m
b)Necessary details: The middle part of the message is
typically the longest section of a routine good news or
co
goodwill message. Your purpose of communicating can
usually be expressed in a sentence or two. In addition
e.
to providing details in the middle section you must
re
maintain the supportive tone establish at the
beginning.
ef
in
c) Courteous close: Your message is most likely to
succeed if your readers are left with the feeling that
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explain to the reader why this is so and offer
positive alternative.
co
VI) Frame negative statements in position context or
as offer positive alternative.
e.
c)Courteous close:
I) Avoid cliches. re
ef
II) Direct a request to the reader or specify the action
in
you want the reader to take.
III) Remind the reader of the benefits to be derived
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suitability for the job or benefit sought.
co
Recommendation letters are usually mailed directly to
the person or committee who requested then and are not
e.
shown to the concerned candidates. A good writer of
recommendation letter will:
re
• Include only relevant factual information.
ef
• Avoid value judgements.
• Balance criticisms with favorable points.
in
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the direct plan the first paragraph of the
acknowledgement letter is a statement of good news.
co
The middle section demonstrate the professionalism of
the firm by giving an accurate summary of the
e.
transaction such as:
• re
When the delivery may be expected.
ef
• The cost of the merchandise.
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I) When a potential sale is involved: Prospective
customers often request an annual report, catalogue,
co
brochure, or other type of information to help them
make a decision about a product they have come
e.
across through advertisement.
re
• To respond to the inquiry, or answer all the
ef
questions.
in
• To encourage the sales.
• To convey a good impression of you and your
nl
firm.
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business achievement of attaining an important civic
position. Highlights in people’s personal lives – such as
co
weddings, births, graduation and success in non-
business competitions – are another reason for sending
e.
congratulation. Some alert companies develop a
re
mailing list of potential customers by assigning an
employee to keep a track of important events.
ef
in
2. Letter of Appreciation: An important quality of
messages is to have the ability to see employees or
nl
or causes.
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co
UNIT -8
e.
re
ef
Writing Indirect Messages
in
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.a
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among the most difficult. The difficult of writing negative
co
message is because of their dual objectives:
e.
• To maintain reader’s goodwill
re
Occasions for negative message
ef
in
Negative message convey information that the audience
will likely resist. Occasions for writing negative message
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3. Message-centered: Occasions when negative
co
information must be conveyed about an
organization’s operations performance or products.
e.
For example.
re
a) Conveying bas news about good and services.
ef
b)Revealing bad news about operations (changes in
in
policy or procedure).
c) Providing negative information about company
nl
company performance.
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reasonable.
III) Your want your audience to remain well
co
disposed towards your business and possibly towards
you.
e.
re
With right tone you can make an unwelcome point while
preserving the audience ego. One key is to make liberal
ef
use of the “You” attitude.
in
news.
II) Body: has the reason for the news or negative
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message.
III) Statement: a clear and diplomatic statement of
the negative decision.
IV) Close: a helpful and friendly attitude and
positive close.
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• Agreement: Find a point on which you and the
co
reader share similar views.
• Appreciation: Express sincere thank for
e.
receiving something.
• Cooperation: convey your willingness to help in
any way you can.
re
ef
• Praise: Find an attribute or an admirable breath
of experience which should serve you well as you
in
buffer:
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co
II) Body: This forms the first part of the body of the
e.
negative message. It presents reasons to show that
your decision is justifiable and fair. It is important to
re
explain why you have reached your decision before
you state what the decision is.
ef
in
decision is.
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• Detailed
• Tactful
• Individualized
• Unapologetic
m
• Positive
co
III) Statement of bad news: So that the audience
is psychologically prepared the bad news should be
e.
the logical outcome of the reasons that come before
it. If the message is handled carelessly it may cause
the audience to re
react emotionally. When
ef
constructing the bad news try to minimize its
negative impact by:
in
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• Builds goodwill.
• Offers suggestion for action.
• Provided a look toward the future.
m
• Don’t apologize for the decision.
co
• Don’t encourage further communication.
• Don’t anticipate problem.
e.
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Conveying bad news about orders
ef
For several reasons business must sometimes convey
bad news concerning orders. In writing to a would be
in
clear as possible.
• To maintain an optimistic and confident tone so
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3. Orders that cannot be fulfilled: There will be
co
times when you may not be able to fill an order
either in part or with a substitute. In such case the
e.
indirect approach to say that you cannot fill an order
at all.
re
ef
4. Checklist for bad news about orders:
in
a) Overall strategy
nl
llo
b) Buffer
w
w
I) Avoid apologies.
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d) The bad news
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I) State the bad news as positively as possible.
II) Stress the benefits of the decisions to the reader.
e.
e)
re
Positive friendly helpful close
ef
I) Explain the desired reader regarding action as
in
clearly and simply as possible.
II) Make reader action as easy as possible.
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reasons.
co
a) The direct plan is used even thought the reader is
outside the company and may be emotionally
e.
involved in the response.
re
b)The tone of the first paragraph is unnecessarily
negative and abrupt.
ef
c) The phrase “has no interest in taking part” implies
in
that the research is unimportant.
d)The writer hides behind a company policy.
nl
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b)The reasons that put the company policy in a
favorable light.
co
c) A positive alternative action should put the customer
at ease.
e.
d)The close could ass sales promotion that would
interest the customer.
re
ef
Persuasive messages
in
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Persuasive message appeals to the reader’s sense of
reasoning, establish credibility of the document and
co
evoke an emotional response from the reader.
e.
a) Persuading through reasoning: Persuasive
re
documents try to convince readers to accept a
particular point of view through the logical presentation
ef
of evidences.
in
b)Persuading through creditability: Credibility is a
degree to which a statement a person and or a
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co
a) Appealing to the audience
e.
i) Needs and appeals: People have needs and are
motivated by their needs. Some needs are more
re
important than the others. In writing message
ef
appealing to the needs will bring about the desired
affects.
in
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• Enthusiasm
• Objectively
• Sincerely
• Expertise
m
• Good intension
• Trustworthiness
co
• Similarity
• semantics
e.
re
b)Organizing persuasive messages: Persuasive
requires the indirect approach often a specialized
ef
one called AIDA i.e. (Attention, Interest, Desire,
in
Action) plan.
nl
• Personalized
• You – oriented
w
• Not extravagant
w
• Relevant
w
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co
Writing sales letter
e.
By and large specialized and highly skilled professionals
write sales letter. Sales letters come in a variety of sizes
re
with enclosures or without. They can have messages from
ef
a single individual to another or they can be mass
mailings from one company to many consumers. In some
in
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b)Defining the audience: The most persuasive sales
letter are written to appeal to a specific audience.
co
When analyzing an audience of individual consumer
marketer refers to demographics (age, gender,
e.
education, occupation, and income) and
re
psychographics (personality attitude, and lifestyle).
ef
c) Planning the format and approach: Once you
in
have decided what and say and whom to say now
you must decide on how to say it. You will decide on
nl
reach.
w
w
persuasive messages.
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product’s central selling point ask:
i) What does the competition offer?
co
ii) What is special about my product?
iii) What are potential buyers looking for?
e.
c)Desire:
re
i) Highlight benefits: Selling points coupled with
ef
“you” attitude amounts to benefits.
in
ii) Using action terms: Active words give force to
any business message and especially important
nl
To de-emphasize price:
• Bury actual figure in the middle of a
w
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3.Checklist for sales letters:
co
a) Planning the direct mail package:
e.
i) Determine the specific purpose of the mailing
iii) re
ii) Define selling points and consumer benefits
Analyze the audience using demographic
ef
and psychographic
in
iv) Plan the approach and format
v) Present every element of your package
nl
llo
b) Attention:
i) Design a positive opening
.a
point
iv) Design an opening that will catch the
w
c)Interest:
i) State information clearly, vividly, and
persuasively and relate it to the readers
concerns
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d) Desire:
i) Enlist one or more appeals to support the
central selling point.
ii) Anticipate and answer the reader’s questions
m
and objection.
iii) Use an appropriate form of proof to support
co
your selling points.
iv) Provide enclosures along with the selling
e.
point.
e) Action: re
ef
i) State clearly the action you desire
in
ii) Use techniques to make action easy
iii) Provide specific details on how to order and
nl
other necessary
llo
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UNIT -9
co
e.
re
Short and Long Reports
ef
in
nl
llo
.a
w
w
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options based on an analysis of a problem and relevant
facts. Business reports are like bridges spanning time and
co
space. Organizations use them to provide a formal,
verifiable link among people, place and time. Reports are
e.
essentially management tool. Many move upward
re
through the chain of command to help managers monitor
the various units in the organization, some move
ef
downward to explain management decisions to lower-
in
level employees responsible for day to day operations.
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• Put the facts in perspective.
co
• Give plenty of evidence and supportable
conclusions.
e.
• Present only valid evidence and supportable
conclusions.
re
• Keep your personal biases in check.
ef
2. Good judgment: Some things simply do not belong
in
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and whether to employ a formal of informal style.
co
• Who initiated the reports? Voluntary reports
e.
are prepared on your own initiative requires more
details and justification than authorized reports
re
which are prepared at the request of another
person.
ef
• What subject does the report cover? The
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co
Planning Short Reports
e.
When planning short reports your audience, purpose, and
subject matter must be considered as well as its basis
structure.
re
ef
1. Deciding on format and length: The person who
in
requests the document may make decisions about
the format and length of your report or memo for
nl
four options:
.a
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complicated issues.
co
• Relationship with readers: If your readers are
relative strangers if they are skeptical or hostile
e.
you will require more space to get around them
while writing the report.
re
ef
2. Establishing a basic structure: In addition to
deciding on format and length you have to decide on
in
• What to say?
• Direct or indirect order?
.a
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on details and analytical and problem solving
co
message are heavy on generalization out of all the
information and relate them to the needs of the
e.
audience.
re
b)Direct versus indirect order: Audience attitude is
ef
the basis for decisions about organization of a report.
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originates it? reports prepared of introductory
co
on the writer’s information to
own initiative explain purpose
e.
of the report.
Authorized Requires less
re
reports prepared
at the request of
introduction
material than
ef
another person voluntary reports
in
should be
organized to
nl
respond to the
llo
reader’s request
WHAT subject Sales reports Presentation
.a
engineering detailed
proposals statistical
research studies information
progress reports summarized in
tabular form)
WHEN is it Routine, Required
prepared? recurring reports standard format
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nonrecurring
co
reports prepared Do not need
on response to standardization
e.
unique situation require plenty of
background and
re transitional
material
ef
WHERE is it Internal reports Can be relatively
in
sent? prepared for use informal written
within the in memo or
nl
organization manuscript
llo
format
.a
organization letter or
w
manuscript
format
WHY is it Informational Organized
prepared? reports providing around subtopics
facts
Analytical Organized
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received? readers direct order
co
Skeptical or Arranged on
hostile readers indirect order
e.
Organizing short reports
re
In the process of organizing reports the key is to decide
ef
first whether the purpose of the receipt is to provide
chiefly information or analysis. From there your can
in
goals.
llo
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usually written in memo format and do not need
much introduction.
co
• Overview of routine responsibilities: A brief
e.
description of activities related to each of the
writer’s responsibilities.
re
• Discussion of special projects: A description of
ef
any new or special projects undertaken during the
in
reporting period.
• Plans for the coming period: A schedule of
nl
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1. Justification report: Justification reports are
co
internal proposal used to persuade top management
to approve an investment or a project. This structure
e.
is extremely efficient because it focuses the reader’s
re
attention on what needs to be done.
2. New business proposal to an outside client:
ef
Proposal to outside clients are attempts to get
in
products plans or projects accepted by outside
businesses or Government clients.
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an accountant of something.
co
• It is presented in a conventional form.
• It is written for a specific audience.
e.
• It includes the information about the procedures of
collecting data and the significance of such data.
re
• It contains conclusions reached by the writer.
ef
• It often includes recommendations.
in
reports are:
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the problem into a specific question. This process of
breaking the problem into series of question is called
co
“factoring”.
e.
a) Developing a logical structure: Since any subject
re
can be factored in many ways. Your task is to choose
the most logical method, the one that makes the most
ef
sense. Begin by looking carefully at proposes of your
in
study.
• Information assignments: General goal is to provide
nl
In order of importance
w
Sequentially
w
Chronologically
Spatially (studying a physical object – left, right, top
etc)
Geographically
Categorically (sales, profit, cost, investments)
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When the problem is to evaluate various alternatives
co
then the studies may be factored on relative merits.
e.
b)Following the rules of division: Follow the rules of
division to ensure that your study will be organized in a
logical and systematic way.
re
ef
Choose a significant and useful basis or guiding
in
whole.
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ready to establish a work plan based on your preliminary
co
outline. When you are conducting a lengthy format study
the work plan should be quite detailed because it well
e.
guide the performance of many tasks over a span of time.
A formal work plan might include the following items.
investigation.
nl
resource requirements.
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have to collect and interpret the data yourself by doing
primary research. The four main ways to collect
co
primary data are.
e.
• Examine document: In business a great deal of
re
information is filled away for future reference.
Business document that quality as primary data
ef
include sales reports prepared by field
in
representatives, balance sheet, income statement
correspondence with various parties, contracts and
nl
logbooks.
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results that are reliable and who should those
co
people do?
What specific questions should you ask in order to
e.
get a valid picture?
re
The question could take any of the following forms:
ef
a) Open ended
in
b)Either – or
c) Multiple choice
nl
d)Scale
llo
e) Checklist
f) =\Ranking
.a
questionnaires:
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misinterpretation.
co
• Experiments: Although some business questions
e.
justify the need for experiments their use is for more
common in technical fields. An experiment requires
re
extensive manipulation of the factor involved. The
ef
aim in conducting an experiment is to keep all
variables the same expert for the same you are
in
testing.
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below and above which there are equal numbers of
co
value. Or the average of the middle values it time is
on middle value.
e.
Mode: It refers to the most frequent value of a set of
data.
re
ef
II) Trends: The trends would indicate whether a
in
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interpretation. This implies that conclusions may be
based on subjective factors. Using scientific research
co
and statistical analysis you may come up with objective
conclusions. If you are working as part of a term you
e.
have the advantage of discussing your conclusions with
re
your team. You have the advantage of discussing your
conclusions with your team members.
ef
in
c) Developing recommendations: If conclusions are
opinions or interpretation recommendations are
nl
politically feasible.
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co
e.
re
ef
in
nl
llo
.a
w
w
w
UNIT -10
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co
e.
re
Information technologies such as electronic mail, cellular
phones, videoconferencing and fax machines have
ef
enhanced communication. It has increased the
in
dependency of business on technology and this has made
decision-making process faster. Despite all these
nl
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communication systems. As an important part of a
company’s external communication and presentations
co
are used as tools to win and keep new clients.
e.
Identifying the general and specific purpose: Once
re
you have selected a topic the process of refining it
begins. There are two levels at which the basic goal of
ef
presentation is identified are:
in
• General purpose
nl
• Specific Purpose
llo
audience.
w
w
• To inform
• To persuade
• To motivate
• To celebrate
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in a way that the listeners can understand.
III) They are meaningful: They must answer the
co
question that every listener asks. “How will this
help me?”
e.
IV) They are memorable: Information not remembered
has little value.
re
ef
b)To persuade: Persuasive presentation can work at
in
three levels.
I) They can change or reaffirm existing audience
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III) Tribute: Making toasts.
IV) Goodwill: Remembering and honouring the past.
co
V) Inspiration: Presenting a memorial or eulogy.
VI) Celebration: Rejoicing in achievements.
e.
re
Ceremonial presentations require you to consider the
common ties that bind participants together as a group.
ef
in
Specific purpose: Having established the general
purpose now you must determine the specific purpose
nl
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communicating effectively through oral presentations.
Audience analysis corresponds to the second component
co
of strategic communication because audience gives
speakers tools to link their specific purpose to audience
e.
interest and needs it is at the heart of any successful
speech or oral presentation.
re
ef
• Demographic Profile of the audience: Age, social
in
class, education level, gender, culture background
and occupational status is fundamental to any
nl
audience analysis.
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One of the most difficult task in any kind of presentation
is to begin unless you begin you cannot continue and
co
conclude. The question is how to begin? Let us consider a
similar situation: first meeting of a class. What do the
e.
students want to know during the first session / period of
re
a class? Study has shown that they want to learn three
categories of information:
ef
in
• Course coverage – what will be content and focus of
the course.
nl
the course.
• Course instructor – what kind of person will this
.a
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a) Orientation:
i) One method of orientation is to shape the topic to
m
be discussed, give the thesis statement, example
co
the title of presentation or review the purpose of
presentation.
e.
ii) Another method of orienting the audience is to
preview the structure of the message.
re
iii) The speaker may also explain why the topic was
ef
narrowed as it was.
b) Motivation:
in
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• Making starting statements
co
• Anecdotes
• Quotations
e.
• Rhetorical question
re
Major parts of presentation: The Body
ef
Once you have narrowed a topic to a specific purpose and
in
1.Attribute:
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h) Potency – power or energy including the ability of
further or hinder something else.
co
i) Desirability – whether the thing results in reward or
penalties.
e.
j) Feasibility – how will the thing work or hoe practical it
is.
2.Basic relationship: re
ef
in
a) Causality - the relation of causes to effects, effects to
causes etc.
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presentation. These materials include:
co
• Explanation
e.
• Example
• Statistics
• Listening
re
ef
• Visual aids
in
providing a definition.
w
speaker.
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creditability proper timidly to the expertise of the
co
person who is the source of testimony.
e.
e) Visual aids: Business speaker after structure their
presentation around series of slide that provide
re
visual appeal and content, interest, clarity.
ef
Major parts of presentation: The Conclusion
in
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that would be remembered by your audience.
Restatement is absolutely necessary to get your
co
point across. Summarizing should have the following
points.
e.
re
• Restatement the main points. Once have everyone’s
attention repeat your main ideas.
ef
• Outlining the next steps, some speeches and
in
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Element Purpose Techniques
co
Introduc Establish Refer to your personal
tion credibility background, use humor, tell a
e.
capture story, ask rhetorical
attention questions, use quotations,
Body re
demonstrate
Preview main Briefly tell your audience what
ef
points is to come.
in
Rely on common
Present main organizational patterns, use
nl
Conclusi Present
on support Use repetition
w
summarize recommendations
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call to action
Visual Aids
m
the speaker and the audience remembers the important
points. Two types of visual aids are used to supplement
co
speeches and presentations. They are:
• Text visuals help listeners to follow the flow of
e.
thoughts / ideas.
re
• Graphics visuals present and emphasize important
facts.
ef
in
Types of Visual Aids
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5. Videos: Videos are an integral part of many
co
business presentations. Advertising agencies use
video to screen new commercials for clients. Videos
e.
have the advantage of easy recording and instant
playback.
re
ef
Format Audienc Advantages Disadvanta
in
e ges
Flip chats Small Help to Low impact
nl
human error
informal
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flexible easy availability
co
assembly
support other AV
e.
formats provide
change of pace
re
ef
Guidelines for using visual aids
in
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co
e.
re
ef
in
nl
llo
.a
w
w
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co
UNIT -11
e.
re
ef
Interviews and Meetings
in
nl
llo
.a
w
w
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valuable oppostmitics for both parties to see if the
applicant fits comfortably into the company environment.
co
Interviews play an important part in two – way
communication. For not only does the interview learn a
e.
great deal about the interviewee but it is also provides an
re
opportunity to the interviewee to give information about
the organization and its aims and objective.
ef
in
Meetings likes interview are vital to the functioning of
modern organizations. Meeting provides a form for
nl
Categorizing interviews
Not all interviews are alike thus they do not require the
same set of skills. Thus two types of interviews are:
• Those dominated by the exchange of information.
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1.Exchange of information:
m
impression and to establish rapport.
co
b)Information interviews: The interview seeks facts
e.
that influence a decision or contribute to basic
understanding of certain subject matter. Information
re
flows mainly in one direction – one person asks a
series of question that must be covered and listens
ef
to the answer supplied by the other person.
in
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2.Exchange of feeling:
m
coming years.
co
b)Counseling interviews: These involve the
supervisor’s the supervisor’s talks with the
e.
employee about personal that are interfering with
re
work performance. The interviewer should be
concerned with the welfare of both the employee
ef
and organization and should confine the discussion
in
to business.
nl
productive climate.
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control over the conversation. You need to anticipate the
interviewer’s question and then plan your answers so that
co
the points you want to make will be covered. If you are
e.
the interviewer, responsibility for planning the interview
session falls on you. You need to develop a set of
re
interview questions and decide on their sequence. Having
ef
a plan will enable you to conduct the interview more
efficiently.
in
nl
1.
llo
.a
w
w
w
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