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Managerial Communication
Term 1
Rakesh Godhwani
Plan for this Session
• About
– Managerial Communication 1
• Communication Overview
– What is Communication?
– Communication Skills
– What is Business Communication?
• JAM workshop
Contact Me
• Location
– First Floor Faculty Block B, Room # 104
• Telephone
– IIMB: (2699) 3448
• E-mail:
– Rakesh.godhwani@iimb.ernet.in
• Request and set up a meeting by mail,
phone or in person. Best days Wednesday
afternoon
Man Comm : Course Objectives
• Align and fine tune your communication skills in the
managerial or business context
– Written, Spoken and Interactive
• Regular Sessions
– Monday 1200 – 1330 hrs
• Workshops
– Weekday afternoons 1430 hrs
– Either plenary, or in groups
• Ethical Practices
– Will be dealt with sternly
– If in doubt, ask!
– The intention is for you to learn, not to lean..
Course Material
• Reading Material and Handouts
– Will be given to you as the course progresses
• Slideware
– You will receive softcopies of the slides used via e-mail after every session
THE LEARNING CYCLE
How do we learn to communicate?
How do we learn?
What is Communication?
What is Communication?
• Communication’ derives from the Latin word for
‘common’ or ‘shared’
• Communication is a Process
• The activity by which people, organisations, and all living creatures exchange
information amongst themselves.
• The average person spends 70% of his or her waking hours communicating in
one form or the other
A simple model we will follow
What employers want from you (2014 GMAC
survey)
Politics
General
Sales &
Manage Marketing
ment
LIFE
Advertising Journalism
Training
and
Teaching
Medium
• Receiver’s Role
– Listen or read carefully
– Be open to different types of senders and new ideas
– Make notes when necessary
– Provide appropriate feedback to sender
– Ask questions to seek clarification
Reflection..
Information
Sender Receiver
Medium
Barrier Barrier
How Projects Really Work
http://www.projectcartoon.com/
Barriers to Communication
• Language
– word choice, spelling, grammar, pronunciation, accent
• International and Cross-Cultural Differences
– connotation, social norms, cultural differences, values
– non-verbal communication differences
• Message – wrong type
• Physical Constraints
– poor line quality, background noise, distractions
Barriers to Communication - 2
– Multi-directional
• One-to-one:
– Interviews, Appraisals, Sales Calls, Surveys
• One-to-many:
– Seminars, Conferences, Press Conferences,
Speeches
• Many-to-many:
– Meetings, Discussions, Brainstorming sessions
A basic communication process
1. Analyze your audience
2. Identify an objective/purpose of the communication
3. Prepare your communication script (either on paper
or your mind)
4. Understand and choose the best medium
5. Deliver your message
6. Wait for a response
D S
M
What makes a good communicator?
Oral Written
Academic Writing
Presentation
Revision and editing
Audience Awareness
Critical Reading
Critical Listening
Presentation of Data
Body Language
Non-Verbal
Audience Awareness
Personal Presentation
Body Language
http://science.uniserve.edu.au/projects/skills/jantrial/communication/communication.htm
What makes a good communicator?
In other words...
• An active listener
• A quick thinker
• A win-win negotiator
We will be examining each of these areas in detail over the coming weeks
(Except Negotiation)
About MC1 and MC2
• Communication
– Is a process
– Consists of verbal & non-verbal components
– Requires awareness and development of skills
– Is effective only when the desired response is received
– Barriers to communication inhibit effective communication
Just kidding!
Brief for Just – A - Minute Workshop
JAM Brief
• The Section is split into two Groups
Group 1 Group 2
Section C 1430 – 1515 hrs 1530 – 1615 hrs
• Write out the script. Read and check for timing. Edit
as required
Rakesh Godhwani
Plan for this Session
• JAM Feedback
• Overcoming the fear of speaking in front of an
audience - Glossophobia
• Structuring your thoughts
– The Case Method
– Nine Steps Framework
– Illustrative Example: Varun Nagar
JAM Feedback
A basic communication framework
A basic communication framework
Never..Ever...
Put your hands in your pocket(s) !!!
Movement
Audience
On the content
• Grammar
• Structure
• Logic/Flow
• Impact
Grammar
• Problem – Solution
• Cause – Effect
– Example – Proof
– Data – Proof
– Anecdote/story – proof
• What others say – what I feel
• Past-present-future
Steps to create content
• Be Positive, Confident
• Audience perceives
every move you make
• They “Judge” you
• Tell yourself “I am
performing in front of
an audience”
• This is an act – a stage.
It needs rehearsals,
practice and
showmanship
The number 1 fear : Public
60
speaking
50 Heights
40 Insects
Financial problems
30
Sickness Deep water
20
Death
Flying
10
Dogs Loneliness
0
This is where panic strikes
1. Breathe – deep
breathing 3 to 5 times
2. Think happy thoughts –
calm your mind and
gain control
3. Finish your
presentation –
whatever happens,
make sure you finish
the presentation. The
audience loves a fighter
Some other things to keep in mind
• Communication is like a
performance in front of
an audience
• Focus on your objective
of your communication
• Prepare and Deliver
• If it works, great. If it
doesn’t, you know what
not to do next time
Summary
Oral Written
Academic Writing
Presentation
Revision and editing
Audience Awareness
Critical Reading
Critical Listening
Presentation of Data
Body Language
Non-Verbal
Audience Awareness
Personal Presentation
Body Language
http://science.uniserve.edu.au/projects/skills/jantrial/communication/communication.htm
Basic communication framework - AIM
A I M
Know your Spell out Deliver the
Audience your Intent Message
A basic communication process
A
R O
D S
M
A basic communication process
1. Analyze your audience
2. Identify an objective/purpose of the communication
3. Prepare your communication script (either on paper
or your mind)
4. Understand and choose the best medium
5. Deliver your message
6. Wait for a response
• Workshops
• Presentation practice
– Just-A-Minute [Not-graded]
– Case Presentations [Not-graded]
– Team presentations [Graded: 20%]
– Individual presentations [Graded: 30%]
You Will Learn To:
• Develop your presentations with a focus on the context,
audience and purpose
• Often persuasive
• Remember N = T/2
Basic communication framework - AIM
A I M
Know your Spell out Deliver the
Audience your Intent Message
Understand your audience
• Backgrounds
• Beliefs
• Languages
• Likes/Dislikes
• Age
• Sex
• Etc…
Have a SMART Intent “Objective)
A I M
Know your Spell out Deliver the
Audience your Intent Message
Intent
• Your speech must have a “Central/Core Message”
– Specific
– Measurable
– Achievable Tip: Say your objective in the
– Realistic opening, then again in the
– Timely middle and then again in the
end
• 1 to 2 minutes
• Remember N = T/2
A good message has 3 parts
Preparing a script of the presentation
• - Courtesies
- Attention getter
- Purpose and background
- Outline
Some tips for creating your body
• A brief summary
• Restatement of main
recommendation
• Emotional / persuasive
appeal
Questions include:
• Check for -
1. Open air, closed space etc
2. Platform / floor
3. Acoustics, availability of equipment
4. Lighting , projection equipment
5. Electricity etc
6. A/V equipment
Sample exercise
Clear Communication
What is a Case?
• A factual account of the events and
organizational circumstances relating to a
managerial situation
1. Situational Analysis
2. Problem Definition
3. Statement of Objectives
4. Criteria for Evaluating Options
5. Generation of Options
6. Evaluation of Options
7. Decision Making
8. Action Plan
9. Contingency Planning
Step 1: Situational Analysis
• The Process
• The Writing
– Assume that the reader has read the case, unless otherwise instructed
– Must show that the situation has been analyzed (and not just
summarized )
• The Process
• The Writing
– No lengthy paragraphs
• The Process
– Thorough, detailed analysis of case facts
• The Writing
1. Situational Analysis
2. Problem Definition
3. Statement of Objectives
4. Criteria for Evaluating Options
5. Generation of Options
6. Evaluation of Options
7. Decision Making
8. Action Plan
9. Contingency Planning
General Tips
• Assumptions must be
– Realistic
– Clearly stated at the appropriate place
1. Situational Analysis
2. Problem Definition
3. Statement of Objectives
4. Criteria for Evaluating Options
5. Generation of Options
6. Evaluation of Options
7. Decision Making
8. Action Plan
9. Contingency Planning
Questions?
Moving Forward
• MC1- WS - 03 Workshop :
Monday – both groups ? 15th July
Effective Presentations - 2
MC1-WS-04
We Will Look At
• Types of commonly used Visual Equipment
– Advantages & disadvantages
– When & How to best use them
• Using visuals
• Design Graphics
Recap: Three Stages in Making a Presentation
Design
Deliver
• Body Language
• Handling Nerves
Using Voice Effectively
• Breathing
• Pronunciation
• Intonation
• Speed
• Volume
• Pausing
Breathing
• Diaphragm breathing
Good Pronunciation Involves
• Word Stress
• Fullness or Articulation
• https://www.youtube.c
om/watch?v=5FFRoYhTJ
QQ
What is a Phoneme?
• ‘bindi’
• think
• daisy
• told
• potter
Getting the Phoneme Right
• No ‘swallowing’ of sounds/syllables
• Hello
• Goodbye
• Yes
• Why me
• I think so
• Only tomorrow
Intonation
• Vary speed
– Speed up for excitement
– Slow down for emphasis
e.g.
e.g.
e.g.
• Body Language
• Handling Nerves
Why is Body Language Important?
– Verbal 7%
– Vocal 38 %
– Non-Verbal 55 %
Elements of Body Language
• Posture
• Gestures
• Eye Contact
• Smile
Handling Nerves
• By Purpose • By Tone
– Informative – Positive
– Instructional
– Persuasive – Negative
– Commercial
– Decision Support – Neutral
– Goodwill
– Personal
The Executive Summary
The Importance of an ES
• Purpose(s):
– To consolidate the principal points of a document in
one place
– To save time and effort
critique
krɪˈtiːk/
noun
critic
ˈkrɪtɪk/
noun
1.
a person who expresses an unfavourable opinion of something.
"critics of the new legislation say it is too broad"
synonyms: detractor, censurer, attacker, fault-finder, carper, backbiter, caviller,
reviler, vilifier, traducer, disparager, denigrator, deprecator, belittler; More
2.
a person who judges the merits of literary or artistic works, especially one who
does so professionally.
"a theatre critic"
synonyms: commentator, observer, monitor, pundit, expert, authority, arbiter,
interpreter, exponent, expounder; More
Criticize
criticize
ˈkrɪtɪsʌɪz/
verb
1.
indicate the faults of (someone or something) in a disapproving way.
"the opposition criticized the government's failure to consult adequately"
synonyms: find fault with, censure, denounce, condemn, arraign, attack,
lambaste, pillory, disapprove of, carp at, cavil at, rail against, inveigh against, cast
aspersions on, pour scorn on, disparage, denigrate, deprecate, malign, vilify,
besmirch, run down, give a bad press to; More
2.
form and express a judgement of (a literary or artistic work).
"a literary text may be criticized on two grounds: the semantic and the expressive"
Critical review
“ Perhaps not. But it can surely get you into the ring,
with a fighting chance ! ”
Biographies vs. Résumés
• For example
– ‘Mr. Ramesh Kumar is currently COO of ABC Limited, and is
responsible for the Sales, Marketing and Operations in the
Asia-Pacific Region...’
Biography contd.
• Format
– Normally in running form
– (Very occasionally in telegraphic point form)
– Written in the Third Person
• Generally used for purposes other than
recruitment
– Articles
– Speaker Introductions
– Press Releases
– Website Profiles, etc.
Structure of a Biography
• Para 2: Background
Prior to founding Channel W, Agarwal was the COO of END-TV from 1997 to
2004. Earlier, he held senior positions in Poopsie Cola India and Ohri &
Mathur Advtg.
Structure of a Biography
Shripad Nadkarni heads the marketing and branding activity of Coca Cola India, as its
Vice President – Marketing.
Shripad joined Coca Cola India in 2000 and has been largely responsible for
successfully repositioning Coca Cola with the “Thanda matlab Coca Cola” campaign.
Under his stewardship, Coca-Cola India has achieved leadership position in the Water
Business with Kinley and the Juice market with Maaza.
Shripad is an avowed Mumbaiya, born and brought up in the commercial capital of the
country. He did his Masters in Management at IIM-Bangalore and began his career as
a Management trainee at Johnson & Johnson where over a period of 17 years, he
handled various sales and marketing positions in the pharmaceutical and consumer
products divisions.
His passions include Indian Music and Writing Poetry. He is also an avid Cricket
follower as well as player, having cut his teeth on the Shivaji park grounds at Mumbai.
Big wall murals of Aishwarya and Bipasha keep him company at his office in Mumbai,
of course except when the real people themselves do !
Biography - Dr. Bob Hoekstra
Dr. Bob Hoekstra is the Chief Executive Officer of the Philips Software Centre, Bangalore,
which is 5 years old and has reached SEI-CMM level 5. It currently employs around 750
people at its Innovation Campus and has earned an enviable reputation as a competence
center among the Philips technical community worldwide.
Bob Hoekstra graduated from the Technical University Delft, The Netherlands, in 1968 with a
Masters in Technical Physics. He joined Philips in the same year, starting at the Research
Lab in Netherlands and was involved in fundamental research of magnetic materials. He
spent one year at Bell Labs in New Jersey, USA, on a scientific exchange programme in
1977. His research work at Philips earned him his Ph.D. in Physics in 1978.
He then moved on to product development, optical system, and component design of laser
disc players, and then to project management and development management positions in
Philips. Bob’s recent assignments have been as Vice President of Engineering for Philips
Televisions in North America for 5 years and Chief Technology Officer of the Philips Business
Unit Monitors, stationed at Taiwan for 3 years until 1999.
Living in Bangalore since 1999, Bob has really got to like this city. He enjoys visiting places,
exploring nature, reading books and mentoring young managers. Nandi Hills is one of his
favorite places. He is a fitness enthusiast and frequently cycles up the Nandi Hills. Word has
it that he once rode downhill and realising that he had left his water bottle behind, promptly
rode back up again !
Résumé
Sam Moorthy
Adarsh Garden Apartments
Jayanagar 8th Block
Bangalore - 560 082
Tel : +9180 2654 6574
smoorthy@vsnl.net
– Keep it
• Short
• Realistic
• Specific
• Carefully worded
Components of a Résumé contd.
• Education (Class:
V)
– Reverse Chronology
• Highest Qualification First
– Information
• Degree or Diploma: PGDM
• When you received the degree or diploma: 1998
• Where you earned it: IIM Bangalore
• Major fields: Marketing
• Project or Course Work: Market Survey for Canned foods –
HLL Food Products
• Grade Point Average : 3.46 / 4.00 (74% aggregate)
• Rank (if any)
Components of a Résumé contd.
Professional Experience:
Educational Qualifications:
Extra-Curricular Activities:
Awarded the Rashtrapathi’s Gold Medal for the Outstanding Cadet in the NCC: 2001
Personal Information:
Language Proficiency:
Language Read Write Speak
English Yes Yes Yes
Marathi Yes Yes Yes
Hindi Yes Yes Yes
References:
Ms. Usha Rajagopalan Dr. A K Rao
Sales Manager Director, SDM-IMD,
MGB Manufacturing Private Limited, 2254, Vinoba Road
2253, Vinoba Road Mysore 570 005
Mysore 570 005 Phone: +91 (0) 821 429 722
Phone: +91 (0) 821 429 721 Fax: + 91 (0) 821 425 557
Fax: + 91 (0) 821 425 553 E-mail: akrao@sdm-imd.vsnl.net
E-mail: Ushar@mgbmp.com
Résumé Formats
• Basic format
– Ideal for fresh graduates
• Chronological
– For those with extensive work experience in a limited
number of areas
• Functional
– For those with varied experience in different functions or
fields
Résumé Formats contd.
WORK EXPERIENCE
OVERALL EXPERIENCE – 1 year 11 months
2000–2002 McKinsey & Co., Inc. New Delhi
Consultant - Business Analyst
Consulted clients in 4 broad areas across 4 different industries while working within McKinsey
client service teams.
1. Pharmaceuticals Industry. Worked for a pharmaceutical manufacturing company to figure out
its long and short-term strategy in export markets. Studied the antibiotics markets of Latin
America and Eastern Europe to define the strategy in those markets.
2. Telecom Industry: Worked with a telecom manufacturing company in the area of operational
improvement – Supply Chain Improvement and Purchasing & Supply Management (PSM).
Succeeded in getting a cost saving of more than Rs. 55 crore from the project of which
nearly Rs 15 crore was from PSM – the area that I was heading.
3. Steel Industry: Worked with one of the largest steel producers of India to figure out the
strategy for each of its 13 subsidiaries.
4. White Goods Industry: Worked with one of the largest white goods company of India in
helping them build, grow and sustain a new Services Business.
OTHER INFORMATION
Worked at the Saharanpur factory of ITC Ltd as a summer intern to study the maintenance
procedures, and recommend and implement measures to reduce down time, and improve
performance of the equipment. 70-75% of the recommendations were implemented
RAMESH R SHAH
Sample EDUCATIONAL QUALIFICATIONS
2005–2009 N I T, Warangal
Résumé in Bachelor of Technology (Engineering Physics) CGPA 8.05/10.0 (Department Rank 6)
IIMB 2005
All India Senior Secondary Certificate Examination
G.D. Public School, New Delhi
90.0% Aggregate (School Rank 3)
Format 2003
All India Senior Secondary Examination
G.D. Public School, New Delhi
93.2% Aggregate (School Rank 3)
INTERNSHIPS AND PROJECTS
Mutual Funds: Comparative performance analysis of the top 5 Mutual Funds using Ratio Analyses.
Equity, Balanced & Debt funds studied and results drawn on market condition based investment decisions.
Designed & Fabricated a Fiber Optic Probe for Bhabha Atomic Research Center, Mumbai. Collection
efficiency of the prototype was enhanced by 200%. Presented a poster on it at Open House, NIT
Warangal.
• Administrative
• Business
• Research or Academic
• Personal (Marriage) proposals
• Proposals may be
– Formal
• Solicited (RFP, Tender), or Unsolicited
– Informal (budgetary or RFI)
• Title page
• [Executive summary]
• [Table of contents]
• Introduction
• Body
• Conclusion
• Appendix
Those in brackets indicate
they are optional sections
Structure of a Business Proposal
• Title page
• [Executive summary]
• [Table of contents]
• Introduction
• Body
• Conclusion
• Appendix
Title Page
• Project Title
• Identity of the Recipient/Recipient Co.
– Bigger than the Identity of Proposer
– Insert Logo
• Date of Proposal
• Identity of the Proposer
• Title page
• [Executive summary]
• [Table of contents]
• Introduction
• Body
• Conclusion
• Appendix
Introduction
• Proposal background
– Explain your interest
• If solicited, mention the RFP (Request for Proposal)
• If unsolicited, explain your interest
• Your understanding of Recipient’s Needs and/or
Requirements
– Avoid playing back too much of what is known already
– Don’t be too critical of current status
– Mask sources of sensitive information
The Body
• Mutual responsibilities
– Resources you expect
– Resources you are willing to commit
– Delegation of authority or permission required
• Financial information :
– Resource estimates (not always included)
– Project cost and pricing
• Project Fees
• Implementation or production costs
• Estimation of out of pocket expenses
– Payment & Commercial terms
• Advances
• Credit terms
• Payment schedules
The conclusion
• Keep it brief
Structure of a Business Proposal
• Title page
• [Executive summary]
• [Table of contents]
• Introduction
• Body
• Conclusion
• Appendix
The Appendix
• Detailed terms and conditions of doing business
– Bill of Materials or similar itemised list
– Payment details
– Legal issues, such as penalty clauses, or liquidated
damages
• [Draft Contract]
• [Non-Disclosure Agreement]
• Persuasive
– Sound, workable idea. No substitute for this.
– Establish credibility of proposer
– Moderate or reasonable approach
– Emotional appeal (subtle)
– Attractive ‘packaging’ (Presentation)
Attributes - 2
• Communication Skills
– Reading
– Listening
– Questioning
– Writing – Analysis
– Reading – Synthesis
– Speaking
– Listening
Reading
• Selective reading
– Do not attempt to read everything that comes
your way: Read less!
– Prioritize your reading
• What has to be read
• When it has to be read
– Develop your own personal strategy
Determining Reading Priority
Might
read
Should
Read
Decreasing
Must Urgency
Read
Need
Not
Read
The Need for Speed
• We need to focus on
– Comprehension, Retention and Recall
Strategies for Effective Reading
• Learn to Scan
Can You Read This?
How About This One?
Read to ‘Scan’
• Physical barriers
– Cell phones, inappropriate venues, noise
• Psychological barriers
– Antipathy towards speaker
– Lack of confidence
– Overconfidence
– Pre-conceived notions, ‘closed’ mind
The Good Listener
• Data gathering
– Get the other person to open up
• Probing
– Starts with a simple question and then drills down into
detail
– You need to control the session..
• Stress
– Questions designed to check how one responds
• Personal
– May invade privacy
Types of Questions
• Open-ended
– Normally routine or standard questions
– You need to have prepared answers for these
• Indirect questions
– Disguised requests for information
– Can be prepared for…
Game: Guess the number
• Team of Three
– Elect a spokesperson
– Volunteer: A Recorder
• I will think of a number between 0 and 100
• The team has a max of five questions to ask
me and arrive at the number
• Prep: 3 minutes
The Funnel Technique
‘Specific’ questions
324
Better Questioning
325
Discussion
Back to The Past!
• Teams of two
• Duration – Five minutes
• Both members must present and speak for at
least 2 minutes each
• Brief & Topics will be e-mailed to you four
days in advance of your session
Team Presentations