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Business Communication Business Communication

Business Communication. SCOPE Communication Business communication Types of communication Principles of communication Perception Barriers to communication

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Business Communication Business Communication

SCOPESCOPECommunication Communication

Business communicationBusiness communication

Types of communicationTypes of communication

Principles of communicationPrinciples of communication

PerceptionPerception

Barriers to communicationBarriers to communication

Non-verbal communicationNon-verbal communication

Oral CommunicationOral Communication

Letter writingLetter writing

Report writing Report writing

Presentation skillsPresentation skills

GDGD

CommunicationCommunication

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Communication ?

‘It is the transfer of information from one person to another, irrespective of whether or not it elicits confidence’

Or

‘It is the process of meaningful interaction between human beings. More specifically, it is the process by which meanings are perceived and understandings are reached among human beings’

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“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.”

--William Zinsser, AuthorOn Writing Well

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ABC of Good CommunicationABC of Good Communication

AA – Accuracy, Appropriateness, Attentiveness – Accuracy, Appropriateness, Attentiveness to your audience, and avoidance of ambiguity.to your audience, and avoidance of ambiguity.

BB – Brevity or conciseness, and brightness – Brevity or conciseness, and brightness

CC – Correctness (of usage of words and – Correctness (of usage of words and grammar), clarity, consistency and coherent.grammar), clarity, consistency and coherent.

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VocabularyVocabulary ‘ ‘Karan was very happy because his friend Neha Karan was very happy because his friend Neha

was happy. And why were they happy? They was happy. And why were they happy? They were happy because they had met after a long were happy because they had met after a long time. Everyone becomes happy after meeting time. Everyone becomes happy after meeting each other after a long time, but in some cases each other after a long time, but in some cases some are not happy because they don’t realize some are not happy because they don’t realize the happiness.’ the happiness.’

‘ ‘Karan was very Karan was very happyhappy because his friend Neha because his friend Neha was was happyhappy. And why were they . And why were they happyhappy? They ? They were were happyhappy because they had met after a long because they had met after a long time. Everyone becomes time. Everyone becomes happyhappy after meeting after meeting each other after a long time, but in some cases each other after a long time, but in some cases some are not some are not happyhappy because they don’t realize because they don’t realize the the happiness.happiness.’ ’

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VocabularyVocabulary ‘‘Happy’Happy’

ExuberantExuberant

ElatedElated

DelightedDelighted

CheerfulCheerful

BlitheBlithe

BuoyantBuoyant

RapturousRapturous

EcstaticEcstatic

JauntyJaunty

SprightlySprightly

Cock-a-hoop / exultantCock-a-hoop / exultant

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SimplicitySimplicity

“ “ I am not so inebriated as to be incapable of I am not so inebriated as to be incapable of unassisted perambulation”unassisted perambulation”

““I am not so drunk that I cannot walk without your I am not so drunk that I cannot walk without your help”help”

“ “He is a sophisticated rhetorician, inebriated with He is a sophisticated rhetorician, inebriated with the exuberance of his own verbosity”the exuberance of his own verbosity”

““He is a verbose speaker”He is a verbose speaker”

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PunctuationPunctuation The teacher said the principal is a fool. The teacher said the principal is a fool.

The teacher, said the principal, is a fool./ The The teacher, said the principal, is a fool./ The teacher said, the principal is a fool teacher said, the principal is a fool

He went out to face the lion after taking farewell He went out to face the lion after taking farewell of his wife wearing his hunting dressof his wife wearing his hunting dress

I leaned back in my chair contentedly, watching I leaned back in my chair contentedly, watching the baby playing and puffing away at my cigar. the baby playing and puffing away at my cigar.

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AmbiguityAmbiguity

“ “we offer iced lemonade and tea to drink and we offer iced lemonade and tea to drink and chocolate éclairs and biscuits to eat.”chocolate éclairs and biscuits to eat.”

- Are the biscuits all chocolate biscuits ?- Are the biscuits all chocolate biscuits ?

- Is the tea also iced- Is the tea also iced ??

“ “ We offer tea and iced lemonade to drink, and We offer tea and iced lemonade to drink, and biscuits and chocolate éclairs.”biscuits and chocolate éclairs.”

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StyleStyle ‘ ‘ A good style should show no sign of A good style should show no sign of

effort. What is written should seem a effort. What is written should seem a happy accident’happy accident’

Sommerset MaughmSommerset Maughm

--

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Brightness and BuoyancyBrightness and Buoyancy

‘ ‘ He has occasional flashes of silence He has occasional flashes of silence that make his conversation perfectly that make his conversation perfectly delightful’delightful’

Sydney SmithSydney Smith

--

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CharacteristicsCharacteristics It is inevitableIt is inevitable

Meaning basedMeaning based

Could be intentional or unintentionalCould be intentional or unintentional

SystematicSystematic

A two way trafficA two way traffic

A social processA social process

A dynamic processA dynamic process

Continuous processContinuous process

Involves interaction and transactionInvolves interaction and transaction

It is a processIt is a process

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Characteristics (Contd)Characteristics (Contd)

A spiraling processA spiraling process

It is contextualIt is contextual

Needs proper understandingNeeds proper understanding

Leads achievement of organizational objectiveLeads achievement of organizational objective

Dispels misunderstandingDispels misunderstanding

It is all pervasiveIt is all pervasive

It is life blood of businessIt is life blood of business

Business Business CommunicationCommunication

PrinciplesPrinciples

Choosing WordsChoosing Words

‘‘All big things have small names,All big things have small names,

Such as life and death, peace and war,Such as life and death, peace and war,

Or dawn, day, night, love home.Or dawn, day, night, love home.

Learn to use little words in big way.’ Learn to use little words in big way.’

AnonymousAnonymous

Choosing WordsChoosing Words

Choose understandable wordsChoose understandable words Use concrete wordsUse concrete words Prefer strong wordsPrefer strong words Emphasize positive wordsEmphasize positive words Avoid overused wordsAvoid overused words Avoid obsolete wordsAvoid obsolete words

Developing SentencesDeveloping Sentences

Compose clear sentencesCompose clear sentences

Use short sentencesUse short sentences

Prefer active voice in sentencesPrefer active voice in sentences

Give sentences appropriate emphasisGive sentences appropriate emphasis

Forming ParagraphsForming Paragraphs

Use short paragraphsUse short paragraphs

Give paragraphs unityGive paragraphs unity

Organize paragraphs logicallyOrganize paragraphs logically

Give paragraphs appropriate emphasisGive paragraphs appropriate emphasis

Provide paragraph coherenceProvide paragraph coherence

Choose Understandable Choose Understandable WordsWords

Less Understandable:Less Understandable:He discerned that the promulgated policy He discerned that the promulgated policy

would function.would function.

More Understandable:More Understandable:He knew the proposed policy would workHe knew the proposed policy would work

Choose Understandable Choose Understandable WordsWords

AccomplishAccomplish

DoDo

TerminateTerminate

EndEnd

Adjacent to Adjacent to

NearNear

Cognizant of Cognizant of

Aware ofAware of

EndeavourEndeavour

TryTry

EnvisageEnvisage

ForeseeForesee

AmeliorateAmeliorate

ImproveImprove

Use Concrete WordsUse Concrete Words

Abstract Words:Abstract Words:The student received a high grade in the The student received a high grade in the

test.test.

Concrete Words:Concrete Words:Mona received an ‘A’ in the Business Mona received an ‘A’ in the Business

Communication exam.Communication exam.

Prefer Strong WordsPrefer Strong Words

Weak Words:Weak Words:This is a request that you carefully This is a request that you carefully

consider accepting the new assignment.consider accepting the new assignment.

Strong words:Strong words:Please accept / take the new assignment.Please accept / take the new assignment.

Emphasize Positive WordsEmphasize Positive Words

Negative Phrasing:Negative Phrasing:We regret that we cannot grant you credit We regret that we cannot grant you credit

until you establish a payment record.until you establish a payment record.

Positive Phrasing:Positive Phrasing:You will be granted credit immediately You will be granted credit immediately

following the establishment of your following the establishment of your payment record.payment record.

Avoid Using Over used WordsAvoid Using Over used Words

Poor Phrasing:Poor Phrasing:The bottom line is, you know, we are not The bottom line is, you know, we are not

really making a profit.really making a profit.

Better Phrasing:Better Phrasing:We are not making a profit.We are not making a profit.

Avoid Obsolete WordsAvoid Obsolete Words

Poor Phrasing:Poor Phrasing:The undersigned wishes to duly advise The undersigned wishes to duly advise

you that your cheque for Rs 500 is you that your cheque for Rs 500 is herewith enclosed.herewith enclosed.

Better Phrasing: Better Phrasing:

Here is your cheque of Rs. 500Here is your cheque of Rs. 500..

Avoid Redundant WordsAvoid Redundant WordsAbsolutelyAbsolutely essential essential

Advance planningAdvance planning

AdvanceAdvance warning warning

Free Free giftgift

At At thethe present present timetime

MergedMerged together together

Reply Reply backback

IsIs now now pendingpending

CurrentCurrent trend trend

MutualMutual cooperation cooperation

NewNew innovation innovation

Revert Revert backback

Compose Clear SentencesCompose Clear Sentences

Unclear Sentence:Unclear Sentence:Each manager on May 4 was mailed a Each manager on May 4 was mailed a

copy of the memo and promptly copy of the memo and promptly responded.responded.

Clear Sentences:Clear Sentences:Each manager responded promptly to the Each manager responded promptly to the

memo that was mailed on May 4memo that was mailed on May 4

Use Short SentencesUse Short Sentences

Wordy:Wordy:She was very expressive in absolutely She was very expressive in absolutely

rejecting the newly assigned responsibility.rejecting the newly assigned responsibility.

Lean :Lean :She firmly rejected the new responsibilityShe firmly rejected the new responsibility

Prefer Active Voice in Prefer Active Voice in SentencesSentences

Passive:Passive:Most letters are keyed by the executives.Most letters are keyed by the executives.

Active: Active: The executives key most letters.The executives key most letters.

Give Sentences Appropriate Give Sentences Appropriate EmphasisEmphasis

De-emphasizes:De-emphasizes:The point is that you are to be commended The point is that you are to be commended

for being successful in making the most for being successful in making the most sales this month as compared to other sales this month as compared to other salespersons.salespersons.

Emphasizes:Emphasizes:Your success in making the most sales this Your success in making the most sales this

month as compared to other salespersons month as compared to other salespersons is to be commended.is to be commended.

Use Short ParagraphsUse Short Paragraphs

Business letters and MemosBusiness letters and Memos• Minimum 1 lineMinimum 1 line• Average 4-5 linesAverage 4-5 lines• Long 8 lines or moreLong 8 lines or moreReports :Reports :• Minimum 2 linesMinimum 2 lines• Average 7-8 linesAverage 7-8 lines• Long 12 lines or moreLong 12 lines or more

Give Paragraphs UnityGive Paragraphs Unity

Lacks Unity:Lacks Unity:The new manufacturing plant will open on The new manufacturing plant will open on

November 29. the opening will be marked by a November 29. the opening will be marked by a special ceremony. Over 2,000 people will be special ceremony. Over 2,000 people will be employed in the new plant. Business and employed in the new plant. Business and community leaders will be invited to attend the community leaders will be invited to attend the opening ceremony.opening ceremony.

Has Unity:Has Unity:The new manufacturing plant will open on The new manufacturing plant will open on

November 29 with a special ceremony. November 29 with a special ceremony. Business and community leaders will be Business and community leaders will be invited to attend.invited to attend.

Organize Paragraphs Organize Paragraphs LogicallyLogically

Direct:Direct: I have to say no to your promotion request for now. I have to say no to your promotion request for now.

You need more on the job training so that you can You need more on the job training so that you can be successful in the new position. You definitely will be successful in the new position. You definitely will be ready for additional responsibilities soon.be ready for additional responsibilities soon.

Indirect:Indirect:You will definitely be ready for additional You will definitely be ready for additional

responsibilities soon. You need more on the job responsibilities soon. You need more on the job training so that you can be successful in the new training so that you can be successful in the new position . I have to say no to your request proposal position . I have to say no to your request proposal for now.for now.

Give Paragraphs Appropriate Give Paragraphs Appropriate EmphasisEmphasis

Lacks Emphasis:Lacks Emphasis: At times you need to convey information to a number of At times you need to convey information to a number of

employees at the same time. The memo can be a employees at the same time. The memo can be a powerful message format for this. It can also be used to powerful message format for this. It can also be used to place vital information in writing such as the time and place vital information in writing such as the time and place of an important meeting.place of an important meeting.

Has Emphasis:Has Emphasis: The memo can be a powerful message format. It can be The memo can be a powerful message format. It can be

used to vital information in writing such as the time and used to vital information in writing such as the time and place for an important meeting. You can also use the place for an important meeting. You can also use the memo to convey the same information to several memo to convey the same information to several employees at the same timeemployees at the same time..

Provide Paragraph CoherenceProvide Paragraph CoherenceLacks Coherence:Lacks Coherence: The new market territory will open on September 15. The new market territory will open on September 15.

Business will improve and sales will increase. The Business will improve and sales will increase. The company will meet this year’s sales goal.company will meet this year’s sales goal.

Has Coherence:Has Coherence: The new market territory will open on September 15. with a The new market territory will open on September 15. with a

larger market area, business will improve and the sales will larger market area, business will improve and the sales will increase. This increase will enable the company to meet increase. This increase will enable the company to meet this year’s sales goal.this year’s sales goal.

Any Question?Any Question?

Avoid Gender-Biased Avoid Gender-Biased LanguageLanguage

BiasedBiasedBusinessmanBusinessman

ChairmanChairmanManmadeManmade

WorkmenWorkmenLady doctorLady doctor

UnbiasedUnbiasedBusiness executive, Business executive,

managermanagerChair, chairpersonChair, chairpersonManufactured, Manufactured,

handmadehandmadeWorkersWorkersDoctor Doctor

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EssenceEssence ‘‘Communication is the most used skill in almost Communication is the most used skill in almost

every job. How you communicate your every job. How you communicate your accomplishments to others is reflection of the accomplishments to others is reflection of the quality of your work. quality of your work. Sure you must know how toSure you must know how to do your tasks to accomplish great resultsdo your tasks to accomplish great results but but that is only a portion of professional success. that is only a portion of professional success. Good communication skills are required to Good communication skills are required to report your success to others, persuade report your success to others, persuade colleagues to take action, and (most important colleagues to take action, and (most important at review time) sell your success to the at review time) sell your success to the management’management’

Don ZatykoDon Zatyko

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? HAPPY Communication

Thanks