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Verbal Communication

Dedicated to people who want to improve their life.

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Method of Communication

Individual

Verbal Non Verbal

Spoken Written Body Language

Emotion / Vibration

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Some Hard Facts

of Human Behaviour

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Every one want to tell their story.

Be a Good Listener. You will communicate better.

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Conviction in voice / writing

Believe in What you want to say, first understand.

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What God want to Communicate

God gave us mouth

that is closed and Ears that don't.

That must tell some thing

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Statistic of Communication

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Spoken communication

• Think before you speak.• Speak what you believe.• Have a genuine concern in your voice.• Control your Excitement.• Be In their Shoes - You will know how they can understand

your language.• Check if the listener is full with you.

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Tele-communication

• Check What time you are Calling.• Greet based on their time.• Introduction - Name, Company & Destination.• Speak Slowly with appropriate pause.• Be specific about the reason of call.• Check if the listener is having 100% attention.• MOBILE: Check if person is comfortable to talk.

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Written Communication

• Helps you some times to express better.• Gives you time to think and reply.• You can review & correct your self.• The idea / thought shared can be stored.• Less chance that person turn hostile.• The receiver can read and re-read to

understand better without embarrassment.

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Ten Small Steps for letter writting

1. KISS2. Language of Audience3. Be Specific & Clear in the thought & message4. Write as you are speaking.5. Limit your word, Sentence & Paragraph.6. It is not Man's World - Take care of Gender use.7. Mind your language - Watch the tone of Letter.8. Know what you want from the letter.9. Why I should read your letter - Reason.10.Construction of Letter.

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1. KISSKeep It Short & Simple.

• Do not use long sentence and complex words. The reader loose the interest. He may not get wha he want.

• Example : We have received your email today and have read it and forwarded to our technical department for study. They will evaluate the spec. and reply back to us. I will then reply back to you.

• Re-Written : Thank you for your email. We will reply in 2days once we receive confirmation from our tech. dept. If you have any target date please let me know. ** extra information is being asked.

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2. Language of Audience• Try to avoid Jargon, Slangs & Tech. terms.• Avoid using abbreviation, they can confuse.• Use language - easy to understand for reader.

• Example: Thanks for your mail. We have fwd your email to our R&D they would examine the same and then after we can get back to you.

• Re-Written : Thank you for your email. We will reply in 2days once we receive confirmation from our tech. dept.

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3. Specific and Clear message• What has happened?• What is going to happen? What is next?• How it will happen? • When it will happen?• Who will do it? Your letter should be a story and not a

Suspense thriller where reader start think what NEXT.

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4. Write as you speakDepending on the relationship with the reader.Memo / Circular / Notice • Needs authority and Distance.Introduction / 1st time communication.• Self explaining, firm, informative, formal.Regular Customer / Co-worker • Friendly, informal, quick.Friends and family.• Friendly, informal, intimate, expressive.

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5. Word, Sentence & Paragraph.

Word • Use Kiss words. Short and SimpleSentences• 10 to 15 words = 1 Sentence • It should be complete & meaningful. Paragraph• 2 to 3 Sentence = 1 paragraph.• Every paragraph should carry 1 thought /

message.

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6. It is not Man's World - Take care of Gender use.Some time you could insult or hurt the feelings.• Take care before addressing - Dear SIR.• In case of confusion - Dear Name. • Take care writing his / her in letter.• If you are confused use plural - their / them

Example : Your accountant has not send letter. Please remind him.

Re-Written : Your accounts department has not sent letter. Please

remind them.

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7. Mind your language - Watch the tone of Letter.• Selection of words and construction of

sentence will express your feeling.• Every email/letter tells a story about writer.• Use soft words and make polite sentence.• Tone must be positive and assertive.• Tone of letter decides the mental distance

between the writer and reader. Next slide give some example...

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Same message different tone.• Memo / Circular / Notice

We acknowledge your email. Your request is under review and you shall be informed about our reply in short time. Kindly bear with us.

• Introduction / 1st time communication. We are in receipt of your email and thank you for same. It is being

studied by our technical team meanwhile, you can study the attached catalog.

• Regular Customer / Co-worker Thank you for your inquiry. Hope the business is great this year. My

technical team is already on the job, I hope to reply back in 2days. Let me know about ABC project we quoted. All the best.

• Friends and family.Good to know from you & thank for mail Let my technical team get back

to me and I'll give you the feedback. May be in 2days. Give regard to XYZ ( XYZ= brother, father, mother, friend, wife)

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8. Know what you want - from the letter.• Letters are medium to develop relationship.• Every writer wants reply to letter. But what?• Guide the flow of letter to end you desire.• Conclude, requesting reader to take next action.• Don't reply mechanically, add your personal

touch. This will keep ball rolling.• Most letter contains only reply, thus end of issue.• Pick up the link form letter and take it to next

level. It will build relationship & the business.

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9. Why I should read your letter? - Reason.• Who dose it benefit ? • How it will help

reader.

• 80% mail are deleted after reading 2 line.

• Is reader getting what he want or expects.

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10. Construction of Letter.• Every letter has Greeting and signature.• Letter is then divided in 3 basic parts.

1. Opening 10 to 20%2. Body 75 to 80%3. Closing 5 to 15%

The tentative space allocation is by the rule of thumb. This keep matter interesting.

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Greeting & Signature

• Start with Hello, How are you? if you mean. Do you care if - he would say i am bad, and

business is dull, my child fell from stair and boss is asking to reduce cost.

• Starting with Good morning and evening, is must when you call, never when write.

• Signing off with Chao, See you, bye are good for friends but not on business letter.

some example on next slide...

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Ice breaker for professional

Generally, they are spontaneous & natural based on situation and past discussion.

• We have visited your website/ blog/ article / advertisement and...

• It has been long time, having talking to you.• Hope you got the last shipment, any news?• Last time i called your office you were busy

on some project, hope we can now..

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Opening

• This is amount to 1st 10 to 20% of letter.• It will decide if letter will be read or

deleted.• It is must in any letter from 5 line or 500

line. Thus, it should be neatly worded.• Introduction to issue mentioned in Body.• Reference to past communication, if any.• A small Hint to reader - What is expected

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Body

• The main part - that describes the details.• The matter / issue / thought / idea should

be divided in different paragraph.• Bullet and numbering is good way to

highlight specific points or steps.• Start point should be past conversation

and end point should lead to pre-decided intention of letter. ( Point 8).

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Closing

• Concluding part of letter Max 5 to 15%.• Should take link from end of Body and end

politely with signature.It could consist of :• Summary of discussion in the Body.• Decision / solution on issue for approval.• Reconfirmation & agenda or future action.• Link or scope to keep ball rolling....

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Example letter to cold client. Dear Li,

It has been quite some time that i had word from you. Last time you informed that you were on completion of the project. I am sure it has been working well now.

You will be pleased to know some interesting development in our product. These product improvement will definitely give you edge over competitors and help you win larger share in the market. We will quickly brief you some of feature. You can then visit our weblike: xxxxxxx.com/yyyy.html.1.2. ( ASSUMED THAT THE BODY OF THIS LETTER IS LONGER)3. By the time you study the details and float in market, I would request you to ask your assistant to brief me about few quotation we submitted in last quarter. The status will help me to update myself. And if we are loosing any order for which if we can help you, I will definitely take up to my management. Thanks for your co-operation and looking forward for some positive development in near future.

All the best and reads,Sameer Kachole

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Small email ..Dear Li,

I hope you must have successfully commissioned the project, last time you talked about.

We have some interesting product improvement that would benefit you in your markets too.

They are mainly of performance and efficiency as well as some user friendly feature. This web link will give you details www.xxxx.com/yyy.

We always want to see our client have good business. Can you arrange to send me attached file with status of past offers. This will help me to check, if you are loosing any order where we could help you in any way.

Thanks and looking for a good news soon.Regards,Sameer Kachole

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Are you ready!!!We hope we could communicated well.

If you think it was useful to you, Pleas send us email and let us know what you want next.....this way we can know how you communicate.

Vivaan Consultancy & Advisory ServicesA501 Karmam Avenue, Opp Surya City,Maninagar, Ahmedabad, Gujarat, India Pin 380008Phone: +91 8141 270351 email:vivaanconsultant@gmail.com