1. Business Communication (1 st Session) by Mr. Ujjal Banerjee

2. Perception Perception is the process of selectively attending to information and assigning meaning to it. We choose depending on  Interest  Needs  Expectation

3. Perceptions of self It is the idea or mental image that one has about one’s own skills, abilities, knowledge, competence and one’s personality. Self-esteem is your overall evaluation of your competence and personal worthiness. Self-concept and self-esteem is one’s self- identity. Perceptions of Others  Physical characteristics & Social Behaviours  Stereotyping  Emotional States

4. 1. Sender/ Encoder / Speaker 2. Receiver / Decoder / Listener 3. Message 4. Medium / Channel 5. Feedback Definition - Communication is a two - way process in which there is an exchange and progression of ideas towards a mutually accepted direction or goal. -Basic elements of communication

5. Encoding IdeaSender Decoding of feedback Decoding Receiver Perceived Meaning & Internal Response Encoding of Response CHANNEL CONTEXT

6. 2. Listener – Receives encoded message – Decodes 1.Sender – One who initiates. Selects Idea Selects Idea Encodes –Transmits to Receiver- Speaks Encodes –Transmits to Receiver- Speaks 3.Message – Encoded idea transmitted by the sender – Formulation is Important

7. 5.Feedback – When the receiver responds to the sender’s message, the response is called feedback. Person to Person / Telephone / Letter / Circular / Menu / E-mail 4.Medium / Channel – OralWrittenNon-verbal Feedback may be  verbal / non-verbal.  Confirmatory  Corrective  Confirmatory  Corrective

8. Process of Communication First PhaseIdeaEncodedMessageTransmittedDecoded Second Phase Response Encoded Message Transmitted (Feedback)

9. Importance of Communication 1.We communicate to meet needs. 2.We communicate to enhance and maintain our sense of self. 3.We communicate to develop relationships. 4.We communicate to exchange information. 5.We communicate to influence others.

10. Communication Network 1.Internal 2.External Formal (In large org.) Informal In smaller org. (around 20 person) Channel of Comm.  Vertical  Horizontal  Diagonal  Vertical  Horizontal  Diagonal Internal : Between members of the same organisation.

11. Vertical  Upward and Downward flow  Message percolates via a medium  Possibility of distortion  Less distortion by not fragmenting, by specifying the persons responsible  More one-to-one comm. within departments  Electronic media & e-mail UpwardCommunication Downward Communication

12. Lateral / Horizontal Communication  Interaction with peers  Can be very effective as there is no chain of command  Without HC, lack of co- ordination, Co-operation, duplication

13. Diagonal Communication  No stipulated path  Can be upward – lateral – downward  Hierarchical bindings goes  Can give rise to gossip, rumour  Problem for managers who wish to control information

14. External Comm. – Oral / Written Advertising Media Interaction Public Relation PresentationNegotiationsMailsTelegramLetter Corporate Comm.

15. Types of Communication 1.Oral / Verbal 2.Non-verbal 3.Written (a) Words (b) Articulation (a) Body Language (c) Territory / Zone (b) Signs & Symbols (d) Object Language (a) Reports (b) Illustration (c) Memos (d) Telegrams (e) Facsimiles (Fax) (f) E-mails (g) Tender (h) Others

16. Telephonic message -Cost -Time -Strategies to be adapted -Voice articulation How to formulate a message More concentration req. as only words and voice articulation No eye-to-eye contact No deciphering of body language

17. Telephone Strategy - Purpose - Content of comm. - Who is the recepient - Is he interested, What’s his interest - Timing of Call - Information or action required Planning

18. Delivering - Start with a smile - Reveal the basic purpose - Link between the interest of the caller and the called - Listen carefully to receiver’s point - Close on a cordial note

19. Group Communication 1.They develop clearly defined goals 2.Have optimum number of diverse members 3.Work to develop cohesiveness 4.Establish norms 5.Establish good working environment

20. Five stages of development 1.FORMING – 3. NORMING – People come to feel accepted and valued so they identify with the group People come to feel accepted and valued so they identify with the group 2.STORMING – Clarifying goals, while determining the roles each member will play. Clarifying goals, while determining the roles each member will play. Solidifying rules for behaviour

21. Five stages of development (ii) Determines how to end or maintain the relation. 4.PERFORMING – Overcoming obstacles and meeting goals successfully Overcoming obstacles and meeting goals successfully 5.ADJOURNING – (i) Arranging meaning to what they have done

22. Behaviour Standing up for ourselves in interpersonally effective ways that exercise our personal rights while respecting the rights of others. Assertive Behaviour : Being reluctant to state opinions, share feelings, or assume responsibility for actions Being reluctant to state opinions, share feelings, or assume responsibility for actions Passive Behaviour : Aggressive Behaviour : Lashing out at the source of discontent with little regard for the situation or for the feelings, needs or rights of those being attacked. Lashing out at the source of discontent with little regard for the situation or for the feelings, needs or rights of those being attacked.

23. Barriers to Comm. 1.Sender Oriented (a)Message not clear to the receiver (b)Less in transmission (c)Semantic problem (d)Over / under communication (e)I-attitude (f)Prejudices

24. Barriers to Communication Receiver Oriented Receiver Oriented 1.Gap between reception & understanding 2.Lack of grasp 3.Looking down at the speaker 4.Lack of interest 5.Mental disturbance 6.Mental block 7.Lack of provision of correct feedback

25. Public Speaking 1.Knowing Your Audience 2.Purpose of Speech 3.Determine Your Goal 4.Doing Research 5.Organising 6.Adapting Verbally & Visually

26. Target Group Age, Education, Gender, Occupation, Income, Culture, Geographic Uniqueness, Group affiliation

27. Oral Communication I – Idea M – Message P – Pause / Paragraphs R – Receiver E – Empathy S – Sender S – Security Check

28. Listening Process of listening is two fold (1) Decoding (2) Internal response to perceived Message Message (Perception of the message by the receiver)

29. Essentials for good listening 1.Positive attitude- Acceptance 2.Concentration- Receptivity 3.Q & A sequence- Concentration 4.Conducive body posture- Attention

30. Barriers to listening 1.Ego 2.Past – Present – Future 3.Fear 4.Familiarity Trap 5.Stress

31. Writing A – ATTENTION I – INTEREST D – DESIRE A – ACTION Persuasive Messages

32. Writing 1.Read the text carefully 2.Select the key words in the passage. which gives the essence of the message. 3. Note down the page number 4. Note the reference, if any Preparing Notes

33. 1.Formal : Carefully structured, logically organised, detail, and written without any personal pronoun Informal report: A short message written in natural or personal language. 2.Short or long reports 3.Informational or Analytical Reports 4.Vertical or lateral reports 5.Internal or External reports 6.Periodic Reports 7.Functional Reports Reports - Type of Reports

34. Report Writing 1.Introduction 2.Methodology 3.Facts – use of charts, graphs, tables 4.Conclusion 5.Recommendations 6.Appendix One page summary

35. Business Memos 1.Circulars 2.Notices 3.Memo 4.Agenda 5.Minutes

36. Circulars / Notices - Part of intra-departmental communication - Day/ Date/ Time / Place of meeting / Purpose of business

37. Memo - Part of inter and intra-departmental correspondence - Latin ‘Memorare’ – ‘memorandus’ - means to provide information - Info, Request, Suggestion, On record - Conversational tone - Use of ‘You’ - Heading / Subject and Date/ Message

38. Agenda Circulate the agenda in advance Name of Org. and location Day, Date, Year, Time, Place of Meeting Minutes of previous meeting Issues to be discussed Signature of concerned authority

39. Minutes - Name of org. -Place, Date, Month, Year, Time -Member’s Name -Name of Presiding Officer -Specification of the agenda -Details of dissension -Record of details -Sig. of Writer / Sig. of President -Vote of thanks

40. Resume’ What to sayWhat to say How to sayHow to say How to arrangeHow to arrange Identification Objective Summary of Achievement Qualifications Personal Information References

41. Letters 1.Heading 2.Opening 3.Body 4.Closing Business Letter Format Heading Logo 208, APC Road, Kolkata – 700 006 November, 2009

42. Opening Mr. A.K. Ray Precision Industry 26, Camac Street, Kolkata – 700 016  Inside Address of Recipient  Attention Line  Salutation Attention : Finance Department Madam, Sir,

43. Body Subject LineSubject Line The MessageThe Message Subject : Training Schedule The message : Main message explained in 2/3 paragraph Yours truly, Sincerely Closing Name Designation Department

44. Letter a)Full-Block Style b)Semi – Block Style c)Open Style Style Types of letter 1)Direct Request 2)Enquiry Letter 3)Letters of Reference 4)Legal Transaction 5)Letter of Transmittal

45. Letter Types of letter 6) Sales Letters 7) Good News Letter 8) Bad News / Refusal Letter 9) Letter of Acceptance /Acknowledgement

46. E-mail Can distribute memo, reports and documents, graphics, visuals No difficulty related to telephones Can be sent to more than one recipient No reference during reply Separate folders can be created, like files Can be saved in the archive for later retrieval Electronic Mail – Person to person comm. through a computer

47. Facsimile or FAX  Flexible  Inexpensive E-mail Advantage 1.Speed 2.Good Print Quality 3.Easy to Operate 4.Lower Cost by Senders Time Adjustment 5.Comm. In different Time Zone

48. Thank You