EFFECTIVE BUSINESS COMMUNICATION W ri t i n

EFFECTIVE BUSINESS COMMUNICATION W ri t i n g Speaking Listening Reading Prepared By: Syed Hasan Atif 1

Communication Defined The exchange of meanings between individuals through a common system of symbols. Encyclopedia Britannica An act or instance of transmitting (n) Communication is a process in which a person, through the use of signs (natural, universal) / symbols (by human convention) , verbally and / or non-verbally, consciously on unconsciously but intentionally, conveys meaning to another in order to affect change Anonymous Prepared By: Syed Hasan Atif 2

Types of Communication • Verbal • Non-Verbal • Written • Electronic Prepared By: Syed Hasan Atif 3

The Guru’s of Communication Prepared By: Syed Hasan Atif 4

7 C’s of Communication • Completeness • Conciseness • Consideration • Concreteness • Clarity • Courtesy • Correctness Prepared By: Syed Hasan Atif 5

10 Commandments of Communication • • • Believe in what you say Believe in the people to whom you speak Live what you say Know when to say it Know how to say it Know why to say it Have fun saying it Show it as you say it Say it so people can own it Say it so people will do it Prepared By: Syed Hasan Atif 6

5 W’s and the 6 th Element • • • What When Which Why Where • How Prepared By: Syed Hasan Atif 7

Communication at Work Prepared By: Syed Hasan Atif 8

Changes Affecting the Workplace • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environment • Increasingly diverse workforce • Success in the new workplace requires excellent communication skills Prepared By: Syed Hasan Atif 9

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes messages 6. Possible additional feedback to receiver Prepared By: Syed Hasan Atif 10

Organizational Communication • Functions – Internal and External • Form – Oral and Written • Form – Channel selection dependent on • Message content • Need for immediate response • • Audiences size and distance Audience reaction Need to show empathy, friendliness, and formality Flow – Formal or Informal – Down, up, horizontal – grapevine Prepared By: Syed Hasan Atif 11

Communication Flowing Through Formal Channels Downward Horizontal • Management directives • Task coordination • Job plans • Problem solving • Company goals • Conflict resolution • Information sharing • Mission statements Prepared By: Syed Hasan Atif Upward • Employee feedback • Progress reports • Reports of customer • interaction, feedback • Suggestions for • improvement • Anonymous hotline 12

Communication Flowing Through Formal Channels Written Oral Electronic • Executive memos, letters • Telephone • E-mail • Annual reports • Face-to-face • Voicemail • Company newsletter • conservation • Intranet • Reports of customer • Company meetings • Videotape • Orientation manual • Team meetings • Videoconferencing Prepared By: Syed Hasan Atif 13

Message Distortion Downward Communication Through Five Levels of Management Amount of message Message 100% Written by Board of Directors 63% Received by Vice-President 56% Received by General Manager 40% Received by Plant Manager 30% Received by Team Leader 20% Received by worker Prepared By: Syed Hasan Atif 14

Verbal/Oral Communication Prepared By: Syed Hasan Atif 15

Oral/Verbal Communication • Environment • Cultural Background • Pace – Slow/ Fast – Pause • Word Choice • Voice – Audibility – Stressed / Cheerful / Monotonous – Emphatic Prepared By: Syed Hasan Atif 16

Listening Prepared By: Syed Hasan Atif 17

The Listening Process Perception Interpretation Evaluation Action Prepared By: Syed Hasan Atif 18

Ten Misconception About Listening is a matter of intelligence. • Fact. Careful listening is a learned behavior. • Speaking is a more important part of the communication process than listening. • Fact: Speaking and listening are equally important. • 3. Listening is easy and requires little energy. • Fact: Active listeners undergo the same physiological changes as a person jogging. Prepared By: Syed Hasan Atif 19

Ten Misconception About Listening • 4. Listening is an automatic reflex. – Fact : Listening is conscious, selective process. – Hearing is an involuntary act. • • 5. Speakers are able to command listening. – Fact : Speakers cannot make a person really listen. • • 6. Hearing ability determines listening ability. – Fact: Listening happens mentally- between the years Prepared By: Syed Hasan Atif 20

Ten Misconception About Listening • 8. Listening is only a matter of understanding a speaker's words – Fact : Non verbal signals also help listeners gain understanding. • 9. Daily practice eliminates the need for listening training. – Fact : Without effective listening training, most practice merely reinforces negative behavior. • 10. Competence in listening develops naturally. – Fact: Untrained people listen at only 25% efficiency Prepared By: Syed Hasan Atif 21

Tips for better listening • Control internal and external distractions. • Become actively involved. • Identify important facts • Don’t interrupt • Ask clarifying questions • Paraphrase to increase understanding • Take advantage of lag time • Take notes to ensure retention Prepared By: Syed Hasan Atif 22

Nonverbal Communication Prepared By: Syed Hasan Atif 23

Nonverbal Communication Nonverbal communication includes all unwritten and unspoken both, intentional and unintentional Prepared By: Syed Hasan Atif 24

Planning and participating in meetings • Before the meeting • Consider alternatives. Is a meeting necessary? • Invite the right people. Include… – Those who have information. – Those who can make decision. – Those who must implement decision. • Distribute an agenda. Prepared By: Syed Hasan Atif 25

Planning and participation in meetings During the meeting • • • Start on time and introduce the agenda. Appoint a secretary and recorder Encourage balanced participation. Confront conflict frankly. Summarize points of consensus along the way Prepared By: Syed Hasan Atif 26

Planning and Participation in Meetings Ending the meeting and follow up • Review meeting decisions • Distribute minutes of meeting • Remind people of action items Prepared By: Syed Hasan Atif 27

Communication Across Cultures Prepared By: Syed Hasan Atif 28

Characteristics Of Culture • Culture is learned. • Cultures are inherently logical. • Culture forms are self-identity and community. • Culture combines the visible and the invisible. • Culture is dynamic Prepared By: Syed Hasan Atif 29

Selected Dimensions Of Culture Communication Style • High-context cultures rely on non-verbal cues and total picture to communicate • Meanings embedded at many social levels. • Low-context cultures emphasise words, straight forwardness, openness. People tend to be informal, impatient, literal. Prepared By: Syed Hasan Atif 30

Selected Dimensions Of Culture Time Orientation • Unlimited and never-ending in some cultures. Relaxed to a time. • Precious to North Americans. Correlates with productivity, efficiency, and money Prepared By: Syed Hasan Atif 31

High-Context and Low-context Cultures Low Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss High Prepared By: Syed Hasan Atif 32

Improving Communication With Multicultural Audiences Oral Messages • Learn Foreign phrases. • Use simple English. • Speak slowly and enunciate clearly. • Observe eye messages • Encourage accurate feedback • Check frequently for comprehension. Prepared By: Syed Hasan Atif 33

Oral Messages • Accept blame. • Listen without interrupting. • Remember to smile! • Follow up in writing Prepared By: Syed Hasan Atif 34

Written Messages • Adapt to local formats. • Use short sentences and short paragraphs. • Avoid ambiguous expressions. • Try for clarity. • Use correct grammar Prepared By: Syed Hasan Atif 35

Improving Communication With Multicultural Audiences Prepared By: Syed Hasan Atif 36

Written Messages • Cite numbers carefully. • Accommodate reader and organisations, tone, and style Prepared By: Syed Hasan Atif 37

Making Ethical Decisions Across Borders • Broaden your view of other cultures. • Avoid reflex judgements. • Find alternatives. • Refuse business if options violate your basic values. • Conduct all business openly. • Don’t rationalise shady decisions. • Resist lawful but unethical strategies Prepared By: Syed Hasan Atif 38

Tips On Capitalising On Workforce Diversity • Seek training. • Understand the value of differences. • Don’t expect conformity. • Create zero tolerance for bias and stereotypes. • Learm about your cultural self. • Make fewer assumptions. • Build on similarities. Prepared By: Syed Hasan Atif 39

Proverbs Reflect Culture What do these proverbs tell us about this culture and its values? U. S. Proverbs • Waste not , want not. • He who holds the gold makes the rules. • If at first you don't succeed, try again. • The early bird gets the worm. Prepared By: Syed Hasan Atif 40

Proverbs Reflect Culture Chinese Proverbs Man who waits for roast duck to fly into mouth must wait very , very long time. Man who says it cannot be done should not interrupt man doing it. Prepared By: Syed Hasan Atif 41

Other Proverbs No one is either rich or poor who has not helped himself to be so. (German) Words do not make flour. (Italian) Wealth that comes in at the door unjustly, goes out at the window. (Egyptian) Prepared By: Syed Hasan Atif 42

Barriers in Effective Communication Prepared By: Syed Hasan Atif 43

Barriers to Interpersonal Communication • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distraction Prepared By: Syed Hasan Atif 44

Understanding Shaped by • Communication climate • Context and setting • Background, experience • Knowledge, mood • Values, belief, culture Prepared By: Syed Hasan Atif 45

Barriers That Block the Flow of Information in Organizations • Closed communication climate • Top-heavy organizational structure • Long lines of communication • Lack of trust between management and employees • Competition for power, status, rewards Prepared By: Syed Hasan Atif 46

Additional Communication Barrier • Fear of reprisal for honest communication • Differing frames of reference among communicators • Lack of communication skills • Ego involvement • Turf wars Prepared By: Syed Hasan Atif 47

A Classic Case of Miscommunication 1 In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts of “Hello Walter, Hello Walter. ” Prepared By: Syed Hasan Atif 48

2 As his boat sailed closer, the crowd grew larger, still yelling, “Hello Walter, Hello Walter. ” Pleased at the reception, Cronkite tipped his white captain’s hat, waved back, even took a bow. But before reaching dockside, Cronkite’s boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they’d been shouting: “Low water, low water. ” Prepared By: Syed Hasan Atif 49

Analysis of Communication Process Sender has idea Warn boater Sender encodes message Channel carries message Receiver decodes message “Hello Walter!” “Low water!” Message distorted Prepared By: Syed Hasan Atif 50

What barriers helped create the miscommunication here? • Maine accent makes “water” and “Walter” sound similar. Receiver accustomed to acclaim and appreciative crowd. • Frame of reference • Language skills • • Listening skills • Receiver more accustomed to speaking than to listening. • Emotional interference • • Physical barriers • Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat distance between senders and receivers. Which of these barriers could be overcome through improved communication skills? Prepared By: Syed Hasan Atif 51

Overcoming Communication Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills Question your preconceptions. Plan for feedback. Prepared By: Syed Hasan Atif 52

Preparing Effective Business Messages (Writing) Prepared By: Syed Hasan Atif 53

AIDA A- Attract the reader’s favorable attention I- Arouse the reader’s interest D- Create desire and convince the reader A- Make clear the action the reader needs to take Prepared By: Syed Hasan Atif 54

Business Writing is… • Purposeful: It solves problems and conveys information. • Economical: It is concise. • Reader-oriented: It focuses on the receiver, not the sender Prepared By: Syed Hasan Atif 55

The 3 x 3 Writing Process • Prewriting • Writing • Revising Prepared By: Syed Hasan Atif 56

The Complete Process Prewriting Writing Revising § § § § § Analyze Anticipate Adapt Research Organize Compose Prepared By: Syed Hasan Atif Revise Proofread Evaluate 57

Prewriting Analyze: Define your purpose. Select the most appropriate form (channel). Visualize the audience. Anticipate: Put yourself in the reader’s position and predict his or her reaction to this message. Adapt: Consider ways to shape the message to benefit the reader, using his or her language. Prepared By: Syed Hasan Atif 58

Writing • Research: Collect data formally and informally. Generate ideas by brainstorming and clustering. • • Organize : Group ideas into list or an outline. Select the direct or indirect strategy. • • Compose: Write first draft, preferably on a computer Prepared By: Syed Hasan Atif 59

Revising • Revise: Revise for clarity, tone, conciseness, and vigor. Revise to improve readability. • Proofread: Proofread to verify spelling grammar, punctuation, and format. Check for overall appearance. • Evaluate: Ask yourself whether the final product will achieve its purpose. Prepared By: Syed Hasan Atif 60

The 3 x 3 Writing Process • Phase 1: Prewriting – Analyzing, anticipating, adapting • Phase 2: Writing – Researching, organizing, composing • Phase 3: Revising – Revising, proofreading, evaluating Prepared By: Syed Hasan Atif 61

Analyzing and Anticipating • Analyze the task • Identify the purpose. • Select the best channel • Importance of message? • Feedback required? . • Permanent record? Prepared By: Syed Hasan Atif 62

Cont’d Analyzing and Anticipating • Cost of channel? • Degree of formality? • Anticipate the audience • Primary receivers? • Secondary receivers? Prepared By: Syed Hasan Atif 63

Adapting to Task and Audience • Spotlight receiver benefits (the warranty starts working for you immediately) • Cultivate the “You” view ( you will receive your order) • Use sensitive language avoiding gender, race, age, and disability biases ( office workers , not office girls) • Express thoughts positively ( you will be happy to, not you will be sorry that) • Use familiar words salary, not remuneration) • Use precise , vigorous words ( fax me not contact me) Prepared By: Syed Hasan Atif 64

The You Factor Sender-focused Receiver focused “We are requiring all staffers to complete these forms in compliance with company policy” Please complete these forms so that you will be eligible for health and dental benefits” Prepared By: Syed Hasan Atif 65

ORGANIZING AND WRITING BUSINESS MESSAGES Prepared By: Syed Hasan Atif 66

Effective Sentences Prepared By: Syed Hasan Atif 67

Creating Effective Sentences • Recognizing phrases and clauses • Use short sentences • Emphasize important ideas • Use the active voice for most sentences • Use the passive voice to de-emphasize the performer and/or to be tactful • Avoid dangling and misplaced modifiers Prepared By: Syed Hasan Atif 68

Recognizing Phrases and Clauses • Clauses have subjects and verbs; phrases do not. • Independent clauses are complete; dependent clauses are not • Phrases and dependent clauses cannot function as sentences • Independent Clause: They were eating cold pizza • Dependent Clause: that they want to return for a refund • Phrase: to return for a refund Prepared By: Syed Hasan Atif 69

Using Short Sentences Sentence Length Comprehensive Rate 8 words 100% 15 words 90% 19 words 80% 28 words 50% Source: American Press Institute Prepared By: Syed Hasan Atif 70

Emphasizing Important Ideas • Position important idea at beginning of sentences • Make sure important idea is subject of sentence • Place main idea in short sentence Prepared By: Syed Hasan Atif 71

Use Active Voice for Most Sentences Active Voice: We lost money Active Voice: I sent the e-mail message yesterday (Subject is performer) Prepared By: Syed Hasan Atif 72

Use Passive Voice to De-emphasize the Performer and/or to be Tactful Passive voice: Money was lost (by us). Passive voice: The e-mail message was sent yesterday (by me). (Passive voice test: Ask “By whom? ” If you fill in performer, verb is probably in passive voice. ) Prepared By: Syed Hasan Atif 73

Avoid Dangling Modifiers Dangling modifier: To be hired, an application must be completed. Revision: To be hired, you must complete an application. To be hired, fill out an application (You is understood to be the subject) Prepared By: Syed Hasan Atif 74

Avoid Misplaced Modifiers Misplaced modifiers The patient was referred to a psychiatrist with a severe emotional problem. Revision The patient with a severe emotional problem was referred to the psychiatrist. Prepared By: Syed Hasan Atif 75

Effective Paragraphs Prepared By: Syed Hasan Atif 76

Drafting Effective Paragraphs • Discuss only one topic in each paragraph. • Arrange sentences in a strategic plan • Link ideas to build coherence • Use transitional expression for coherence Prepared By: Syed Hasan Atif 77

Discussing Only One topic in each paragraph • Group similar ideas together • Start a new paragraph for each new topic Prepared By: Syed Hasan Atif 78

Linking Ideas to build coherence • Sustain the key idea by repeating or rephrasing it. • Use a pronoun (… to fulfill our goals. These goals…) • Dovetail sentences. Connect the beginning of each new sentence with a word from the end of the previous sentence Prepared By: Syed Hasan Atif 79

Using Transitional Expression for Coherence Recommended expression • Additionally • Also • As a result • For example • In other words • Therefore Prepared By: Syed Hasan Atif 80

Revising Business Messages Prepared By: Syed Hasan Atif 81

Revising for Clarity, Conciseness, and Readability • Keep it simple • Keep it conversational • Remove opening fillers • Eliminate redundancies • Reduce compound prepositions • Purge empty words • Dump trite “business” phrases • Develop parallelism (balanced construction) • Apply graphic highlighting • Measure readability Prepared By: Syed Hasan Atif 82

Keep it simple Avoid indirect, pompous language Poor: It would not be inadvisable for you to affix your signature at this point in time. Improved: You may sign now. Prepared By: Syed Hasan Atif 83

Keep it conversational Formal Our Accounting Department takes this opportunity to inform you that we have credited your account for the aforementioned sum. Conversational: We have credited your account for RS. 1000. Prepared By: Syed Hasan Atif 84

Removing opening fillers Wordy: There are four new menu items we must promote. Improved: We must promote four new menu items. Prepared By: Syed Hasan Atif 85

Eliminate Redundancies • Collect together • Contributing factor • Personal opinion • Perfectly clear Prepared By: Syed Hasan Atif 86

Reduce compound preposition At such time, at which time when Due to the fact, in as much as because Prepared By: Syed Hasan Atif 87

Purge empty words • As for the area of athletic shoes, the degree of profits sagged • This is to inform you that we have a toll free services line. • Not all students who are registered will attend. Prepared By: Syed Hasan Atif 88

Purge empty words As for the area of athletic shoes, the degree of profits sagged This is to inform you that we have a toll free service line. Not all students who are registered will attend. registered Prepared By: Syed Hasan Atif 89

Apply graphic highlighting • • Letters, such as (a) and (b) within the text. Numerals, like 1, 2, and 3, listed vertically. Bullets, like * Headings and print options • CAPITAL LETTERS • Underscore • Boldface • Italics • Font size Prepared By: Syed Hasan Atif 90

Measure readability Apply Gunning’s Fog Index (Readability Test) Prepared By: Syed Hasan Atif 91

What to watch for, in proofreading • • • Spelling Grammar Punctuation Names and numbers Format Prepared By: Syed Hasan Atif 92

Proofreading Documents For computer messages, read on the screen in WYS/WYG mode (what you see is what you get) or better, print a rough copy to read. For handwritten or printed messages, read carefully and use proofreading marks to indicate changes. Prepared By: Syed Hasan Atif 93

How to Proofread Complex Documents • Print a copy, preferably double-spaced. • Set it aside for a breather • Allow adequate time for careful proofreading • Be prepared to find errors. Congratulate, not criticize, yourself each time you find an error. • Read the message at least twice – for meaning and for grammar/ mechanics • Reduce your reading speed. Focus on individual words Prepared By: Syed Hasan Atif 94

Effective E-Mail Messages Prepared By: Syed Hasan Atif 95

Characteristics of Successful E-Mail Messages • Be concise • Answer all questions • Use proper Punctuation, Grammar and Spelling • Use Templates for frequently • Reply promptly • Use proper structure and layout • Avoid using high priority options Prepared By: Syed Hasan Atif 96

Characteristics of Successful E-Mail Messages • Do not use CAPS • Add disclaimer to your e-mails • Review before sending • Zip large files • Do not request delivery and read receipts • Do not use e-mail to discuss confidential matters • Always run Anti Virus before opening attached files Prepared By: Syed Hasan Atif 97

The Six Most Common Mistakes in Sending E-Mail • Address goofs • Lengthy messages or attachments • Misleading subject lines • Inappropriate content (such as delivering bad news) • Instant indiscretions (angry or thoughtless statements) • Reckless copying Prepared By: Syed Hasan Atif 98

Telephonic Communication Prepared By: Syed Hasan Atif 99

Effective Phone Calls • Have an aim • Tailor your style • Limit social conversation • Give concise answers to questions • If you don’t know an answer, say so • At the end of a call, summarise the points made • Don’t talk to anyone else when on the phone Prepared By: Syed Hasan Atif 100

Making Phone calls If’s and Don’ts Take the initiative in making calls Ifs Don’ts • If calls are administrative, delegate them • Don’t make a call very early or very late • If you get an answering machine, ring off and ring back • Don’t harass people Prepared By: Syed Hasan Atif 101

Incoming Calls • The phone should not ring more than 3 times before being answered • Everyone should have responsibility for answering phones • Don’t answer the phone while eating • Always ring back Prepared By: Syed Hasan Atif 102