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Slide 1: Successful Communication Learning the Click to editBasics of Business Communication Master subtitle style 12/23/10 Facilitator Dilbag Singh Success Consultant For Eminence Mentoring Solutions New Delhi
Slide 2: 12/23/10 What are we here for? We’ll Share Knowledge We’ll Have Fun We’ll Play Roles We’ll Learn And We will Discover the Power of Effective & Successful Communication Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 3: 12/23/10 Let’s Break Some Ice… Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 4: 12/23/10 Composition of Successful Communication Research in the field of communication state that Where: • 55% is Body Language • 38% is Style of Communicating • 7% is the words that you use Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 5: 12/23/10 Let’s Analyze This Communication Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 6: 12/23/10 Why is Communication Important? What is the use of a great idea if you can not convey it to your peers and subordinates in a way that it yields their confidence and cooperation? Let’s see in the history of India. People who’ve been great have been excellent in communication. People who changed the face of India Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 7: 12/23/10 3 Basic Channels of Communication? Verbal Communication Written Communication Body Language/Gestures Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 8: Verbal Communication SAYING IT subtitle style Click to edit Master THE RIGHT WAY 12/23/10 Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 9: Think… • 12/23/10 How you speak to your subordinates How do speak to your seniors How do you speak to the “Chai Wala” How do you speak to your partner How do you speak to your parents • • • • Make a note of this and analyze the difference in your tone, pitch, words and manner when you speak to different people in just a single day Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 10: 12/23/10 Activity _______ Describing the Unseen Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 11: 12/23/10 Uses of Communication? • Control Motivation Emotional Expression • • Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 12: 12/23/10 Effective Communication Two elements in effective communication are: Vocal elements include voice inflections, rate of speech, volume, and tone, and can add interest and meaning to your messages. Nonverbal language includes hand and arm gestures, eye contact and movement, facial expressions, the position of your body, and your overall appearance. • Vocal Elements • Non-Vocal Elements Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 13: 12/23/10 Managing your Vocal Elements • Change the speed of your voice Shift the pitch of your voice Control the volume of your voice Punctuate with pauses Articulate Pitc hLow Annoyi ng Dull Lacks Authori ty Interesti ng & Effective Hig h • • • • Consist Varie Pace and d ent Pause Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 14: 12/23/10 Managing your Non-Vocal Elements • Maintain Eye Contact Present pleasant facial expression Gesture appropriately Maintain good posture • • • “Actions Do Speak Louder Than Words” Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 15: 12/23/10 Cross Culture Communication • Keep your narrative simple Speak slowly and clearly Watch for signs of understanding/misunderstanding Listen carefully and uncritically Avoid idioms/difficult phrases and words. • • • • Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 16: Body Language Mind subtitle style Click to edit MasterYour Actions 12/23/10 Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 17: 12/23/10 Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 18: What is Body Language12/23/10 Communicating • Personal Feelings • Emotions • Attitude •Thought Through • Body Movements • Gestures • Postures • Facial Expression • Walking Style It’s not just the tongue that communicates, but you can speak with your body movements and gestures too. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 19: Aspects of Body Language 12/23/10 • Gestures ▫ A gesture is the verbal or non-verbal body movement used to express or emphasize an idea , an emotion or a state of mind • Body Movements ▫ This includes the head, eyes, eyebrows , lips , neck , shoulders, fingers and so on. • Behavior ▫ This refers quite simply , to everything we do which is overt or observable. It is important because it is observable to others. • Emotions ▫ Refers to states such as happiness, depression & anxiety & milder moods such as feeling of pleasure & displeasure , degrees of excitement or Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 20: Facial Expression 12/23/10 Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 21: Characteristics of Facial Expression 12/23/10 Expressions Facial expressions are highly flexible & changeable. The face can encode a variety of communicative & informative messages. Raise of eyebrows expresses astonishment. We frown in displeasure or confusion. Envy or disbelief may be displayed by a raised eyebrow. Emotions The face is the most reliable indicator of a wide range of emotions : Joy & happiness , fear , annoyance, surprise, anger, sadness etc. When we are shocked we open our mouth. Blushing is another facial phenomenon that expresses emotion. A shy person becomes red in face when attention is focused on him. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 22: Characteristics of Facial Expression Conti… 12/23/10 Smiling Smiling & frowning are two major facial expressions. A genuine smile means ‘I appreciate you’; ‘I accept your ideas’. A frown means ‘I find you puzzling’ Laughter Laughter is composed of a broad range of gesture & sounds. ‘Ha-Ha’ is a genuine laughter. ‘He-He’ is a mocking laughter. ‘Hee-Hee’ suggests a secret giggle. ‘Ho-Ho’ communicates surprise Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 23: Characteristics of Facial Expression Conti… 12/23/10 Eyebrow People lower or knit their eyebrows when they show disagreement or displeasure. Frown when in displeasure. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 24: Characteristics of Facial Expression Conti… 12/23/10 Mouth When ‘raised’ , the mouth communicates positive feelings , happiness , optimism. If kept ‘straight’ to conceal emotion. ‘Turned down’ to express sadness, confusion , dissatisfaction. The Lips When one does not utter a word lips can be expressive because silent lips express a wide range of emotions from smile to frown. Throat when the Adam’s apple jump unconsciously signals anxiety, embarrassment or stress. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 25: Characteristics of Facial Expression Conti… 12/23/10 Eyes The eyes can be very expressive and give out a lot of details of your mood, decision etc. They can level a burning glance, or a cold glance or a hurt glance or again can be wise , knowing , inviting , scary , disinterested and so on. Pupils dilate when a person is interested. We gaze in order to perceive the expressions of others. We look straight in the eye to get attention. Side long glance is referred to as stolen look. Blank stare depicts boredom. Sparkling eyes are an attribute of those who have ‘magnetic personalities’. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 26: Characteristics of Facial Expression Conti… 12/23/10 The Hand The way we gesture with our hands can give out a lot of details about our personality. Limp hands show boredom. Restless hands show that you are nervous. Clenched hands often shows frustration. When the arms are crossed they form a ‘barrier’ to an impending threat. Neck stroking signals suspicion. Chin stroking is when people are in deep reflection. Hands behind the head is used by professionals who are confident & dominant. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 27: Hand Shake Styles Palm Down 12/23/10 Signifies Dominance or Aggression. Palm Up Shows submission by the giver. Glove Handshake ‘Politician Handshake’, this is with people one is familiar with. Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 28: 12/23/10 Activity _______ Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 29: Written Communication Write Your Way to Success Click to edit Master subtitle style 12/23/10 Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 30: Basics of Clear and Concise Writing 12/23/10 In this section, we will address how to manage the content of our written document ||| Think about all the situations wherein you might need to write a message, a memo or an e-mail! Eminence Mentoring Solutions-Empowering Businesses, Propelling Growth
Slide 31: 4 Things to Consider 12/23/10 If you take a few moments to focus on the following points before you write, you'll be glad you did • Decide on the true purpose of the written communication ▫ Why are you writing? Why is the reader receiving the letter, e-mail or memo? What specific action do you want the reader to take? ▫ ▫ • Identify your audience ▫ Who should be on the distribution list? What is the reader's role in responding to the communication? What is the reader's likely reaction to the communication? How do you want the reader to react? ▫ ▫ ▫
Slide 32: 4 Things to Consider Conti… 12/23/10 • Understand the Key Deliverable of the message ▫ What is the single most important point of the communication? If the reader were to forget everything else, what one key point do you want them to remember? ▫ • Identify your Strategy ▫ Are you clear about deadlines and actions requested? What is the best method of transmission -- letter, memo, or e-mail? Should you be writing this communication now, or are you too late, or too early? Do you want the reader to react? ▫ ▫ This four-point checklist also serves as a good way to evaluate memos and letters you have already written to see if they meet all the criteria for effective business communications.
Slide 33: Basics of Writing an Email 12/23/10 Basics • Write a salutation for each new subject email Try to keep the email brief (one screen length Return emails within the same time you would a phone call. Check for punctuation, spelling, and grammatical errors Use caps when appropriate. Format your email for plain text rather than HTML. Use a font that has a professional or neutral look. • • • • • • Spacing • Try to keep your line length at 80 characters or less. If your message is likely to be forwarded, keep it to 60 characters or •
Slide 34: Basics of Writing an Email 12/23/10 Tone • Write in a positive tone “When you complete the report.” instead of “If you complete the report.” • Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided). Use smiles ° , winks ;), and other graphical symbols only when appropriate. Use contractions to add a friendly tone. (don’t, won’t, can’t). • • Addresses • Avoid sending emails to more than four addresses at once.
Slide 35: Basics of Writing an Email 12/23/10 Attachment • When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program. E.g. “This file is in MSWord 2000 under the name “Lab File.” s Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided). Use smiles o , winks ;), and other graphical symbols only when appropriate. Use contractions to add a friendly tone. (don’t, won’t, can’t). • • • • Addresses
Slide 36: An On-The-Job Activity 12/23/10 How well do you rate in written documents? Let’s find out. Pull out your last written business communication. It can be a memo, an e-mail or a letter. Answer YES or NO to the following questions about that document 1. Does the content concentrate on the reader's needs more than your own; i.e., is it formatted in an easy-to-read style? Is your main message clearly stated? Are your requests for actions, next steps, or deadlines highlighted with headlines or bolding? Did you design for visual impact, using headlines, white space, or bulleted lists? Is your most important message strategically placed to match the reader's needs and attitudes? 2. 3. 4. 5.
Slide 37: An On-The-Job Activity 12/23/10 6. Does each paragraph focus on one topic? Are most paragraphs a maximum of five to six lines in length? Are most sentences limited to 15 words maximum? Did you keep your words simple, specific, and known to your readers? 7. 8. 9. How did you do? Count your number of YES responses. Then multiply your YES responses by 10 to get your percentile score
Slide 38: An On-The-Job Activity - Results 12/23/10 If you scored 70 percent or higher, congratulations! You're already a pretty effective written communicator. If you scored under 70 percent, this lesson may help you improve your writing. Xerox Corporation found that managers spent 50 percent of their time reading and trying to make sense of what was meant by employee communications such as memos and letters. The time wasters weren't caused exclusively by grammatical errors; it was more of an issue of style and sentence structure.