Business Communication-II

Communication Process
Feedback
Message Channel or Medium

Sender Receiver
or or
Encoder Decoder

Feedback
Environment
Types of Messages
• Inform
• Share or describe information.
• Persuade
• Change attitudes, beliefs, or perceptions.
• Action
• Motivate receivers to do a task.
• Promote Goodwill
• Send congratulations, console
Poor communication leads to…
Importance of Written Communication
• Up to 40% of newly promoted managers and executives are no longer
in their roles within 18 months of promotion.
• Ineffective communication skills and weak relationships are the main
reasons

• Writing is a “marker” attribute of top management position.

Why do you need to learn writing?
• To communicate your ideas precisely

• To establish relationships

• To convey a good impression

• Helps you build Trust

How do you build great relationship?
• Be courteous
• Find common interests
• Build credibility
• Make others feel important
• Show humility
• Listen actively
• Be empathic
TRUST
• T – Transparency

• R – Responsive

• U – Understanding

• S – Sincere

• T – Trustworthy
Some badly written messages…
• “The lift is being fixed for the next day. During that time, we regret
that you will be unbearable.”
• “We take your bags and send them in all directions.”- Airline office
• “Exasperating farrago of distortions, misrepresentations & outright
lies being broadcast by an unprincipled showman masquerading as a
journalist”
Genre of Writing
• What is Genre
• A particular type of category or art

• Genre has different meanings. For our purposes, it will mean either of
these two things:
• A category of writing style: mystery, romance, professional, historical, scientific,
etc.
• A type of writing within any category: journal entry, letter, essay, novel, etc.
Academic & Business Writing
Academic Writing Business Writing
essay email
journal entry memo
academic paper letter
research report proposal
book review report
review of literature instruction/procedures manuals
thesis or dissertation slide presentation
slide presentation pitch
abstract executive summary
Academic Writing Business Writing
essay: a composition (usually short) on a specific idea or subject, usually in prose form. Essays email: a message sent over the internet, usually using software for formatting.
take different forms, such as persuasive, analytical, and many others. Example: I need to send my supervisor email about my upcoming vacation time.
Example: My essay for this course will be about the history of the Roman alphabet.

journal entry: a style of personal writing, recording ideas, events of the day, responses to reading, memo: a somewhat informal message, usually sent between two or more employees of the same
etc. company, concerning company business
Example: Our professor asked us to make journal entries about our opinions on the book we are Example: I received a memo this morning about a new policy for business travel.
reading.
academic paper: a write-up of an experiment, research project, or opinion, meant to be read by letter: a formal, written communication, sent either over the internet as an attachment to an email
other scholars. An academic paper usually involves citations to other literature. message or by regular postal mail on paper.
Example: I read an academic paper on the subject of revision and editing that was very interesting. Example: Our office received a letter from the government saying that our building plans have been
approved.

research report: an explanation of a research project, usually divided into subsections such as proposal: a written document that puts forward ideas for a business innovation, funding, or other
abstract, introduction, methods, results, etc. project.
Example: Professor Valdez's laboratory published a research report, detailing the experiment they Example: Ms. Jones submitted a proposal to increase her department's budget.
conducted with ozone.

book review: a written opinion and analysis of a book relevant to the writer's field of study report: a written description of a business activity
Example: Dr. Wang wrote a very interesting book review of The Underground Railroad, which was Example: Our CEO has asked for a report on recent updates to our contract.
published in the New York Review of Books.

review of literature: a report, analysis, and synthesis of a number of different pieces of writing on a personnel/instructions/procedures manuals: documentation of processes or procedures to
related subject. follow.
Example: I have to write a review of the literature on English teaching in Uruguay. Example: The company personnel manual outlines the rules for hiring employees.

thesis or dissertation: a longer piece of research writing typically assigned in order to complete a slide presentation: Outlines, bullet points, graphs, and charts brought together to help in a
degree presentation of an idea
Example: Students pursuing a master's degree usually have to write a thesis. Example: Jennifer and I are working with PowerPoint to put our slide presentation together.

slide presentation: Outlines, bullet points, graphs, and charts brought together to help in a pitch: A very brief proposal; it can be done in a presentation, email, letter, or a casual conversation
presentation of an idea Example: My pitch for a new product is only a paragraph long.
Example: Jennifer and I are working with PowerPoint to put our slide presentation together.

abstract: A summary, usually in one paragraph (300 words or less, typically), of the major ideas of executive summary: A short document or part of a document that summarizes a longer report so
a whole paper. It comes at the beginning of a paper. that readers can quickly understand the main points of a larger report having to read it all.
Example: The abstract of our research paper clearly explains our results. Example: The executive summary lays out all the reasons we should go ahead with the project;
however, the full report reveals some flaws in the plan.
Writing prompts
• explain
• define
• classify
• analyze
• compare and contrast
• show cause and effect
• narrate
• describe
• discuss your experience
• persuade/argue/convince
• state your opinion/position
Vocabulary
• Active vs Passive Vocabulary
• Put the word to use immediately
• Ways to Improve Vocabulary
• Collocations
• Helps you give flow to the writing
• Make a tree of Area specific words/jargons, concepts
• This helps you connect better with the reader
• Know the connotations of words
• Can you call someone a Dog if they are loyal?
• Lazy or easy-going
• Choose correct Diction
• Diction is the words you use to express your meaning
Diction
• It’s / its (Remember that it’s always means it is)
• Incorrect: The committee has reached it’s goals this year.
• Correct: The committee has reached its goals this year.

• They’re / their / there (You’re / your) (Tip: remember

that they’re always means they are, and you’re always means you
are)
• Incorrect: Do you know if their going to the party?
• Correct: Do you know if they're going to the party?
• Incorrect: You’re lunch is on the counter.
• Correct: Your lunch is on the counter.
• Incorrect: What is there address?
• Correct: What is their address?
Diction
• Less than / fewer than
• Use less than only with uncountable nouns in formal writing.
• Eg. How many people are there in the class today?

• Among / between
• Among involves more than two; between involves only two

• Everyday/Every day
• Everyday is an adjective meaning ‘typical’ or ‘not special’; every day specifies
a habit
Basics
• Grammatical Terms
• Nouns
• Collective Nouns
• Verbs
• Adverbs
• Conjunction
• Interjection
• Preposition
• Pronoun
Punctuation:comma
• Use a comma to separate words or phrases in a list
• Would you like a gold, grey, white or black trim on your new car?
• Use a comma to separate adjectives qualifying the same noun
• Please send us a large, self-addressed envelope.
• Use a comma to separate two clauses that are joined by a co-
ordinating conjunction (like but, or, yet, so, for, and or nor)
• The expansion of our business is a long-term project, and we need an efficient
management consultant to help us.
Punctuation
• Use commas to create parentheses, where something is inserted
that either expands on the main sentence or qualifies part of it
• Mandy Lim, my secretary, will contact you soon to make an appointment.
• The Managing Director, who is overseas at present, has asked me to reply to
your letter.
• James, our Vice President has left the company.
• James, our Vice President, has left the company.
Apostrophe
• It’s vs its
• The applicant’s letter or The applicants’ letters?
Formal vs Informal
Formal Informal
I have recovered from my cold. I got over my cold.

The ceremony will commence at two The ceremony will start at two.
o'clock.

Please continue your story. Keep going.

I understand the problem in the I get the problem.

assignment.
Formal, Informal & Slang
Formal Informal Slang
I am angry. I'm mad. I'm pissed off.
(slightly vulgar)
my father my dad my old man
What you are proposing does I don't think your plan sounds That plan's crap. (slightly vulgar)
not seem feasible. very possible.

It was a pleasure meeting you. See you around. Later, dude.

Requirement of writing? Knowing ABCs
• Accurate
• Check facts carefully
• Include all relevant details
• Proofread thoroughly
• Brief
• Keep sentences short
• Use simple expressions
• Use non-technical language
• Use active voice
• Clear
• Use plain, simple English
• Write in an easy, natural style
• Avoid formality
How to communicate effectively?
• Create a strategy
• Write clearly and concisely
• Avoid the seven deadly sins
• Write Logically
• Words, Sentences, and Paragraphs
• Write with appropriate style and tone
• Write without mechanical errors
Create a Strategy to communicate
Basic Approach
• Orient
• Orient with Industry, company, context, relationships, culture.

• Purpose
• Be very clear about your purpose of writing
• Why are you writing?, What do you want to communicate? How do you want
to communicate?

• Focus
• Don’t let the crux of the story get diluted
• Highlight the main points
Completeness
• Why?
• Where?
• How?
• When?
• What?
• Who?
Writing Logically
• Priority
• Topical
• Chronological
• Problem-solution
• General to specific (or specific to general)
• Cause and effect
• Compare or contrast
• Spatial
Topical/Categorical
Priority vs. Reverse Priority

Priority
– Start with the most important item and finish with the least important.

Reverse Priority
– Start with the least important item and finish with the most important.
Chronological vs. Reverse Chronological
• Chronological
– Start with the first occurrence and work to the present time.

• Reverse Chronological
– Start with the most recent occurrence and work backward in time to
the first event.
Comparison vs. Contrast
• Comparison
– Indicate similarities among the issues under consideration on a series of
criteria.

• Contrast
– Show differences among the issues under consideration on a set of criteria.
Persuasive Messages
Credibility
• Your Credibility Hinges on the Following Questions:
• Do you appear trustworthy?
• Do you have expertise and knowledge?
• Do you appear dynamic and excited about your proposal?
• Will your reader identify with your message?
Text of letter
Date: June 16, 2017
Re: Customer Service Manager Position
Dear Personnel Manager:
I read with interest your job listing on the XYZ website for a
customer service manager. My experience in customer service
has taught me how to meet and surpass each customer's
expectations. I have helped all types of customers in all types of
settings, including after-sales. I realize that maintaining loyal
repeat customers, as well as representing your business to your
clients is extremely important.
Annotations
•If you know the name of the manager, include it; otherwise, write just
the title.
•Include where you saw a job posting as a courtesy to the company
offering a job.
•State immediately which position you are applying for.
•Include a brief statement of your qualifications. Include your résumé,
which will have your full qualifications.

I am an effective manager and trainer who achieves success with •Clearly and honestly state details about your qualifications, making it
his teams by building confidence, maintaining team efficiency, clear how it fits with the job description.
and training service associates to improve their communication
skills. I have worked as a customer service manager for over
six years.

I would be pleased to interview with your company. I look forward •Affirm your availability for an interview.
to hearing from you at your earliest convenience.

Sincerely, •Include a polite and formal closing and your full name.
(signature)
Typed Name
 Cover Letters
Date If you know the name of the manager, include it; otherwise, write just the title.
Subject Line
Salutation
Purpose for writing • Include where you saw a job posting as a courtesy to the company offering a job.
• State immediately which position you are applying for.
• Include a brief statement of your qualifications. Include your résumé, which will have
your full qualifications.
Statement of qualifications • Clearly and honestly state details about your qualifications, making it clear how it fits
with the job description.
Polite closing • Affirm your availability for an interview.
Signature block • Include a polite and formal closing and your full name.
Writing Persuasively
• Use the AIDA Approach:
• Attention
• Interest
• Desire
• Action
Writing Persuasively
• When You Write Persuasively, Try to:
• Sell
• Convince
• Motivate
• Create interest
Ways to Gain Attention
1. Make an unusual, suspenseful, or startling statement.

2. Refer to a familiar event or timely concern.

3. Use a rhetorical question.

4. Use a quote.

F. Stanford Wayne and David P. Dauwalder, Communicating in Business (Burr Ridge, IL: Austin Press Irwin,
1994), pp. 265–266.
Ways to Gain Attention
5. Tell a story.

6. State a problem and promise to solve it.

7. Relate to reader’s product or service needs.

F. Stanford Wayne and David P. Dauwalder, Communicating in Business (Burr Ridge, IL: Austin Press Irwin, 1994), pp. 265–
266.
Other Ways to Gain Attention
• Make a strong claim.

• Use a short, punchy sentence.

• Use some statistics.

Desire

• Emotional Appeal
• Stir up various types of feelings in the reader.

• Logical Appeal
• Use logic emphasizing high benefits for relatively low cost.
Psychology of Persuasion
• Always state the other person’s case first.

• Give the customer something for free.

• Give pieces of evidence to support your stand.

• Declare the whole thing an even issue.

• Let the customer make the decision.

Triggers for Persuasion
• Contrast
• Reciprocation
• Commitment and Consistency
• Authority
• Scarcity
• Conformity
• Liking
Bad news messages
Delivering Bad news
• Allow diplomacy to take priority over conciseness and directness.
• Select positive, courteous words.

• Be considerate, but not too subtle.

Mixing bad news with consideration for the other person’s needs helps the
audience understand that your unfavorable decision is based on business
judgment.
Negative Messages
• Convey the message
• Gain Acceptance
• Maintain Goodwill
• Avoid Accusations
• Use the “You” Attitude
• Build Corporate Image
• Minimize future correspondence
• Be optimistic about the future
Choosing the Approach

Nature of Audience Importance

the News Preferences of the News

Relationship Need for Preferred Follow-Up

with Audience Attention Style Communication
Direct Approach

Flow of the Message

Bad News Reasons Positive

Close

Step 1 Step 2 Step 3

Substance of the Message

Steps in Transmitting Bad News Using the
Indirect Approach
1. Begin with a neutral statement.(Buffer)

2. Explain the denial.

3. Present the refusal and offer an alternative.

4. End on a positive note.

Writing Buffer Messages

Things to do Things to avoid

• Show appreciation • Saying “no”
• Pay attention
• A know-it-all tone
• Compliment reader
• Wordy phrases
• Be understanding
• Show sincerity • Apologies
• Give Good news first • Lengthy buffers
Words, Sentences, and Paragraphs
• Words have character
• Can be less or more formal
• Have explicit and implicit meanings
• Identifying Joe Smith as the "president of Acme Widgets" is very different
from identifying him as "Joe Smith, Acme Widget's head guy."
Words, Sentences, and Paragraphs
• Sentences have rhythm
• Short and choppy sentences
• The president fired his top managers. The managers were distressed. The president was
unmoved.
• Long and windy sentences
• Strategic planning is a process for developing a product, which is the plans themselves,
and a process, again, a monitoring process for ensuring those plans are implemented
and meet with the expectations, the goals, the objectives, or the results that we
anticipated out of the plans.
Words, Sentences, and Paragraphs
• Paragraphs need coherence and unity
• every sentence in the paragraph should relate to and further that one
central idea.
• “My hometown is famous for several amazing natural features. First, it is
noted for the Wheaton River, which is very wide and beautiful. On either
side of this river, which is 175 feet wide, are many willow trees which have
long branches that can move gracefully in the wind. In autumn the leaves
of these trees fall and cover the riverbanks like golden snow. Second, on
the other side of the town is Wheaton Hill, which is unusual because it is
very steep. Even though it is steep, climbing this hill is not dangerous,
because there are some firm rocks along the sides that can be used as
stairs. There are no trees around this hill, so it stands clearly against the
sky and can be seen from many miles away. The third amazing feature is
the Big Old Tree. This tree stands two hundred feet tall and is probably
about six hundred years old. These three landmarks are truly amazing and
make my hometown a famous place”
Write with appropriate style and tone
• Appropriate tone
1. With reference to your enquiry dated October 11, 2013, it is
clarified that application will be accepted till 5 PM on Friday,
November 8.
2. Please note that no applications will be accepted beyond 5 PM,
November 8.
3. Deadline for receiving applications: 5 PM, November 8.
4. Thank you for your enquiry. We will be happy to accept your
application till 5 PM, Friday, November 8.
Tone in Writing
• Tone is the “emotion” in writing
• Happy
• Serious
• Humorous
• Sad
• Optimistic
• Threatening
• Formal
• Casual
• Objective
• Sentimental
• Excited
• Angry
• Read out the statement aloud as if the reader/listener is in front of you.
Critical Thinking
Beginning
• IQ, EQ, CQ

• Leonardo da Vinci
Why to stay curious
• “I have no special talent, I am only passionately curious” – Albert Einstein

• Boosts memory and learning

• Helps overcome fear of change

• Curiosity begins with asking questions

Ways to Stay Curious
• Always challenge what you see and hear
• Learn how to Ask Good Questions
• Ask People, not Google
• Vanquish Boredom
• Figure out what you are excited about
Creative thinking
• More imaginative
• What if, Why not
• Is a divergent type of thinking (creating choices)
• Also called Lateral Thinking
• Sleeping on a problem
Thinking about Thinking- Meta Thinking
• Thinking Process
• Connecting new information with existing Knowledge
• Select thinking strategies deliberately
• Monitoring thinking processes

• Types of Thinking
• Tacit use
• Aware use
• Strategic use
• Reflective Thinking
Critical Thinking
• More analytical
• Asks what , why , how
• Requires four skills
• Curiosity
• Creativity
• Questioning Attitude
• Humility
Barriers to Critical Thinking
• Ego
• Self centered thinking
• Group Think
• Group centered thinking
• Our own beliefs and Assumptions
• Wishful Thinking
• Thinking Truth is relative
• Confirmation Bias
Cross Cultural Communication
Culture
• Is it Sophistication?

• Is it the rituals that the society follows?

• Norms and practices?

Culture
• Answers why someone behaves in a particular manner.

• The culture of a group can be defined as a pattern of shared basic

assumptions learned by a group as it solved its problems of external
adaptation and internal integration, which has worked well enough to
be considered valid and , therefore, to be taught to new members as
the correct way to perceive , think , and feel in relation to those
problems
Characteristic of Culture
• Deep unconscious part of the group

• Stable

• Affects every aspect of the group functioning

• Makes environment sensible and orderly

• Always has a process of socialisation

• Absence of shared assumptions will lead to a formation of shared culture

Strength of the Culture depends on
• Length of time

• The stability of membership of the group

• Emotional intensity of the actual historical experiences of the group

Types of Culture
• Macro cultures

• Organizational Culture

• Sub cultures

• Micro cultures
Levels of Culture
• Artifacts

• Espoused Beliefs and Values

• Basic Assumptions
Factors on which cultures differ
• Coconut vs Peach cultures

• Direct confrontation vs avoiding confrontation

• Task Oriented vs relationship oriented

• Hierarchical vs Egalitarian

• Scheduling Linear time vs Flexible Time

Reasons for Miscommunication in Cross
Cultural Communication
• Assumption of similarities

• Language Differences

• Nonverbal Misinterpretation

• Preconceptions and Stereotypes

• Tendency to evaluate

• High anxiety

• Direct vs Indirect Communication

• Conflicting Decision Making Norms

Situations
• American-Korean Negotiation

• American-Mexican Negotiation

• American was put in a storage room in Japan

Steps to follow
• Don’t underestimate the Challenge

• Apply Multiple Perspectives

• Find Positive in Other approaches

• Adjust and Readjust, Your position

Most Problems arise in …
• Eliciting Ideas
• Establish Communication Protocols

• Giving Feedback
• Train people

• Surfacing Disagreement
• Devil’s Advocate