Business CommunicationSneha

In this Module…

•Basics of Communication

•Verbal / Non Verbal Communication

•Communications Planning

•Modes of Communication:

Writing Emails & Letters In Person, Presentations & Meetings

In this Module…

•Difficult & Conflict Communications

•Giving & Getting a Feedback

Basics of Communication

•Communication is the activity of conveying information.

•It is a dialogue, not a monologue.

Shannon – Weaver Model

Verbal & Non Verbal

Verbal

Verbal & Non Verbal

Non Verbal

Verbal & Non Verbal

Communications Planning

• Understand your Objectives

• Understand your Audiences

• Plan Communications Messages & Channels

• Market your Message!

Keep it Simple…Less is More

Be:ClearConciseConcreteCorrectCoherentCompleteCourteous

Communicating in Person, Presentations & Meetings

Making a Great First Impression

Body Language / Understanding Non-Verbal Communication

Active Listening

Prepare a Checklist

Communicating in Person, Presentations & Meetings

Ensure Your Words Are Always Understood

At meetings, establish an Objective and Stick to It

Use Time Wisely

Making a Great First Impression…

Understanding Non-Verbal

Communication

Effectiveness

93%Non Verbal

Cues

Impact

7%Words

Impact

38%Voice

Quality

Impact

55%Non Verbal

Communication

Active Listening…

Active Listening involves…

•Pay Attention

•Show that you are listening

•Provide Feedback

•Defer Judgment

•Respond Appropriately

Communicating in Writing

Etiquettes

A Company needs to set etiquette rules for 3 reasons:

1. Professionalism2. Efficiency3. Protection

Writing Effective Emails / Reports

1. Do not write in CAPITALS

2. Use a meaningful Subject

3. Be concise & to the point

4. Use proper spelling, grammar & punctuation5. Answer Swiftly

6. Use active instead of passive

1. Attach only when needed

2. Use but Do not over use high priority option

3. Read your mail before you send it

4. Use CC on need to read to basis

5. Take care with abbreviations & Emoticons

6. Do not forward chain letters

7. Stick to a Business format when writing a Report

Writing Effective Emails / Reports

Etiquettes

•Telephone courtesy enhances customer service

•Speak clearly

•Use positive words and phrases

•Cultivate a pleasant voice

•Enquire whether it is an appropriate time to call

Communications at Presentations & Meetings…

For effective Presentations & Meetings…

• Good eye contact is important for effective presentations.

• Know your audience.

• Productive Meetings require good listening & respect for new ideas.

• They take up a minimum amount of time.

• They leave participants feeling that a sensible process has been followed.

Difficult & Conflict Conversations

• Conflicts can erupt when opinions are not communicated with sensitivity

• Diffusing a conflict requires a calm approach

• Differing priorities can lead to conflicts

• Confronting a conflict is necessary to resolve it

Giving & Getting a Feedback

Feedback is a two way street.

• Try to make it a Positive Process and Experience

• Be Timely

• Criticize in Private

• Limit Your Focus

•Follow Up

• Communication problems arise when we’re not specific.

• The way a miscommunication is dealt with can either help prevent an issue or perpetuate future problems.

• When the speaker is unclear, the listener may fill in the message.

• Assigning a task / project requires clarity & specific info.

Difficult & Conflict Communications

•Writes well

•Listens for words & feelings

•Speaks well

•Shows concern for others

•Encourages feedback

•Asks open ended questions

•Has a positive attitude

A Good Communicator…

“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.”

- Anthony Robbins (American advisor to leaders)