TRIMESTER II BA6121 - BUSINESS COMMUNICATION SKILLS

LTPC 3003

UNIT I EFFECTIVE COMMUNICATIONS IN BUSINESS 9 Importance and Benefits - Components, Concepts and Problems - Non Verbal - The 7 C's of Effective Communication - Business Communication and the Global Context - Business Communication and the Ethical Context - Business Communication and the Technology Context. UNIT II MESSAGE DESIGN 9 The Process of Preparing Effective Business Messages - The Appearance and Design of Business Messages - Good News and Neutral Messages. UNIT III WRITTEN COMMUNICATION 9 Major Plans for Letters and Memos - Bad News Messages - Persuasive Written Messages - Written Communication, Reports - Short Reports - Long (Formal) Reports Proposals. UNIT IV STRATEGIES FOR ORAL COMMUNICATION 9 Strategies for Successful Speaking and Successful Listening - Strategies for Successful Informative and Persuasive Speaking - Strategies for Successful Interpersonal Communication - Strategies for Successful Business and Group Meetings. UNIT V THE JOB APPLICATION PROCESS The Job Application Process - The Written Job Presentation - Interviews and Follow-up. 9

Total: 45 TEXT BOOK 1. Herta A Murphy, Herbert W Hildebrandt and Jane P Thomas, Effective Business Communication, 7th Edition, Tata McGraw -Hill Publishing Company Ltd., 2008. REFERENCES 1. Krizan, Business Communication, 7th Edition, Cengage Learning India Pvt. Ltd., 2007 2. Randolph H. Hudson and Bernard J.Selzler, Business Communication, 5th Edition, Jaico Publishing House, 2006. 3. Bhatiya. R.C, Business Communication, 2nd Edition, Ane Books India, 2008. 4. Meenakshi Raman and Prakash Singh, Business Communication, 1st Edition, Oxford University Press New York, 2006.

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M.B.A DEGREE EXAMINATION, JULY 2010 SECOND TRIMESTER BA 6121 BUSINESS COMMUNICATION SKILLS (REGULATION 2008) Time: Three hours Answer ALL questions PART A (10 X 2 = 20 marks)
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. What is effective Communication? Define non verbal communication. What is a business message? List the advantages of a good message design. Brief on the limitations if written communication. What are the purposes of Memos? What are the requisites for good listening? What do you mean by persuasive speaking? What are the different types of interviews? What are the advantages of personal interviews? PART B ( 5 X 16 = 80 marks) (8) (8)

Maximum: 100 Marks

11. (a) Explain the process of communication. (b) What are the problems in effective communication? Or

12. Business communication is very vital for a successful business organization in this globalization era- Discuss. 13. Explain in detail the process of preparing effective business messages. (16) Or 14. Discuss in detail the appearance and design of good news. 15. (a) What are the strategies used for successful speaking? (b) What are the problems in effective communication? Or 16. Discuss in detail the importance of interpersonal communication and strategies used for effective interpersonal communication. (16) 17. (a) Explain the various components of a letter. (8) (b) What are the advantages of written communication? (8) Or 18. (a) Explain the various parts of a report. (b) Write short notes on proposals. 19. Explain the step by step process of preparing job applications. Or (8) (16) (8) (8)

(16)

(8) (16)

20. Discuss in detail the advantages and limitation and different types of interviews.(16)

BUSINESS COMMUNICATION SKILLS UNIT I IMPORTANCE & BENEFITS OF EFFECTIVE COMMUNICATION

1. Ancient Heritage Depended heavily on oral communication- Greece & Rome had practices to communicate well on feet in government assemblies & courts. Writing became permanent record -Authors & books on principles of communication came up-China-Its political theories mainly framed rules & regulations to communicate among government & public and made communication to flow smoothly upward & downward They tried to minimize bias, falsification of sources, reduced influence of cliques & opportunists. 2. Life Blood Of Business In any organization there is a need for exchange of information, ideas, plans, orders, rules, make decisions, proposals, contracts, agreements. Organizational activities require members to interact. 3. Internal communication Downward to get the job done by motivating, giving instructions, making employees efficient & productive - Upward to get feedback, opinions, periodic reports, frank suggestions, even new management styles to have effective participation in decision making Horizontal to solve problems, cooperate, for meetings, for duties- So effective communication is important in any organization to increase job satisfaction, safety, productivity, profits and to decrease absenteeism, turnover, grievances. {Large size of Business, for the healthy & even growth. Business activity has become extremely complex- specialization, different departments, coordination has become difficult. Promotes spirit of understanding & cooperation mutual trust & confidence between employer & employee- beneficial to both.} 4. External communication Messages to outsiders for good reputation & positive impact like creating goodwill in society, win customers, motivate performance, increase collection, negotiate profitable sale etc. {Government agencies & departments (licensing, bank, foreign trade, IT, customs, excise- negotiation) Distributors, retailers, individual customers- more brands- to persuade to select your brand- better communication, better sale. } 5. Overall cost of communication Lot of time in meetings, interviews, letters, advertising, bulletins, memos, reports and articles is devoted. Unclear, incomplete, inaccurate, late communication can cost lot of money. Ineffective communication to customers alienates them and spoils goodwill. Even require more communication to rectify and more time thereby more cost. - More communication means more stationeries -( 29 to 50 % of professional managers time is used for writing)

Benefits of effective communication in your career

1. Valuable job requirement Most of the ( 2/3rd ) job vacancies prefer mainly communication skills - Mental labour certainly needs good communication skills. Success of such positions is influenced by how effectively you communicate your knowledge, proposals and ideas to others.- A primary responsibility in customer relations, labour relations, marketing, personnel, sales & teaching.both in governmental & non-governmental organizations.- even to prepare a written report, a

mail, fax you need communication skill. Accounting people mainly dealing in numbers and figures should also have the ability to communicate to those who read their reports. 2. An essential for promotion Major forms of communication like letters, reports, written/oral expressions were the most important factor for promotion in past researches. Management people spend 60 to 90% of their time in communicating.- Ability to communicate is the prime requisite for promotion. 3. Global challenge Developing the right attitude to project right image, preparing adequately by judging carefully, patience, understanding, integrity, language, applied knowledge & knowledge of cultures and being flexible in the diverse workforce, changing demography, can make you to face the challenge among global business scenario.

Benefits 1. Organisational Functioning

1. Quicker problem solving 2. Stronger decision making 3. Steadier work flow 4. Enhanced professional image of company (culture/working environment) 2. Business is promoted 1. 2. 3. 4. 5. 6. 7. 8. 9. Clearer promotional material Stronger business relation Improved stakeholder response Increased productivity Less turnover Profitability increases due to quick messages, no double work, Market opportunities easily learnt Dissemination/collection of messages easier Customer interaction is better- feedback, needs & wants immediately known.

COMPONENTS OF COMMUNICATION
1. Context Environment like country, culture, organization- the broad field where you are going to plan, design & communicate your message.- Includes external stimuli which prompts you to send message like letter, memo, note, mail, fax etc Internal stimuli like your attitude, opinion, emotions, past experiences, likes, dislikes, job, education etc affect your idea of message. 2. Sender-Encoder Use symbols ( normally words and sometimes graphics) that express your message & create the desired response. Select the best symbols to convey your message in a proper channel. 3. Message Core idea main point & what are the other information to include in your message. 4. Medium Message channel- Internal communication normally uses memos, notes, reports, mails etc..External uses Letters, proposals, reports, ads, catalogues, news releases etc.( Both verbal & Non-verbal ) 5. Receiver-Decoder Receiver is influenced by context, his mental state. His experiences, attitudes, skills will decide the interpretation of the message.

6. Feedback Can be oral/written message, action or even silence. Reaction by the receiver for your message.

CONCEPTS AND PROBLEMS OF COMMUNICATION

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Conventions of meaning Principle is to have the symbols/words sender uses should have same meaning in both senders & receivers minds.
Problems are Miscommunication occurs when different meanings to same symbols are interpreted. Reactions to Denotations (dictionary definition of a word) & Connotations (implicated/ suggested meaning of a word other than the dictionary meaning) are different.

Perceptions of Reality Based on our sensory & mental perceptions we make various meanings to the world around us.
Problems are Abstractions (selecting some facts & omitting others), Inferences (conclusions drawn from evidences) & Evaluations (judging) - Some are desirable and necessary & some are risky.

Values, Attitudes & Opinions Favourable/unfavourable, Inadequate/Incorrect information, Credibility of sender, Closed mind (rigid views) and Other circumstances affect communication. These things affect the readers interpretation of the message.

NON-VERBAL COMMUNICATION 1. Appearance The format, neatness, and language of a written message sends a non verbal message. Even the size, colour, weight of envelopes- the appearance gives a message regarding the importance. Personal appearance like clothing, hairstyle, neatness, jewelry, cosmetics convey impressions regarding occupation, social status, age, etc. Similarly the appearance of surroundings like room size, location, furnishings, lighting, windows also convey many meanings.
Body Language (Facial expressions, gestures, postures, movement of limbs, smell & touch, Voice & volume). 3. Silence, Space & Time. Impact of Non-verbal communication Verbal words --7 %

2.

Vocal (Pitch, volume, tone)

38 %

Gestures, posture, sign, physical movements 55 % Action speaks louder than words

KOPPACT
Kinesics- Movement of body including gestures, postures, limb movements (7,50,000 signals) Hands Clenching, interlocking, slashing in air.

Palms- open, slapping Pointing fingers Handshake Nodding of head Occulesics Grammar of eye movements & facial expressions Starring, gazing, eye contact, frequent shifting, eyebrow movements, Mouth/lip movements Paralinguistics- Vocal cues accompanying speeches- volume, pitch, tone, intonation, Modulation, rate of speech. Proxemics - Science of space- distance between people & objects Intimate Personal Social Public - up to 0.5 m - 0.5 to 1.2 m - 1.2 to 3 m - 3m & above

Artifactics- signals individual sends across through appearance, clothing, style, perfume, Personal objects like pens, cell phones, briefcase.., Chronomics Concept of time & impact on people- time keeping is culture bound. Tactilitics Science of touch language bodily contact, touching with hands, pat on a . Shoulder, Holding hands. Gesture cluster- Group of non-verbal signals, which give meaning with/without the words spoken/written. NLP- Nero Linguistic Programmes Matching, mirroring, pacing.

7 Cs OF COMMUNICATION
1. Completeness_ (Provide all necessary information-5 Ws, Answer all questions, Give extra if desirable). Not only providing all necessary information but also how it is given. Answers for what, who, when, where, why & how. 2. Conciseness - (Eliminate wordy expressions, Include only relevant information, Avoid unnecessary repetition). Use of only relevant words & phrases eliminating all redundant/ unnecessary words, unnecessary facts, repetition, wordy expressions. Organise the message. 3. Consideration Sender gives due importance to the receiver & compose the message keeping in mind the benefits of the receiver. Saying positive things, which are present than not present. (You attitude, Audience benefit/interest, Emphasize positive & pleasant facts)

4. Concreteness- (Use specific Facts & Figures, Put action in verbs, Choose vivid image building words). Clarity & conciseness come with use of concrete words- Use of figures, facts, names, examples avoiding vague meaning words. 5. Clarity- (Choose Precise, Concrete & Familiar words, Construct effective sentences & paragraphs) Clear & familiar words that are precise, must know what kind of words receiver will accept. Use simple words, short sentences, familiar & right words with clear expression. Avoid camouflaged words, passive voice, long convoluted sentences, rubber stamp words, unfamiliar words. 6. Courtesy (Be sincerely tactful, thoughtful & appreciative, Use expressions that show respect, Choose nondiscriminatory words). Being aware of listener/ readers feelings to create harmonious understanding for business to grow, develop & retain goodwill. Mere use of words like Please, Thank you is not sufficient. Be sincere, use positive words, avoid rudeness/anger, restrain from preaching, avoid discriminatory & negative words. 7. Correctness (Use right level of language, Check accuracy of Facts, Figures & Words, Maintain acceptable writing mechanics). Correct use of grammar, message composition, appropriate words, correct facts in correct time, style & even stationery. Adapt right level of communication to suit the receivers level & right tone.

BUSINESS COMMUNICATION AND THE GLOBAL CONTEXT

Concept of culture & Intercultural communication National cultural variables like Education, Law & Regulations, Economics, Politics, Religion, Social Norms, Language

Systems of symbols, beliefs, attitudes, expectations, pattern of behaviour are different for different cultures. Visible in notions of status, attitudes towards time, decision-making habits, use of space, body language & social behaviour. - Individual cultural variables like Time, Space, Food, Acceptable dress, manners, Decision Making, Verbal & Non-verbal communication. To Avoid mis communication Be more open minded, tolerant, courteous, keenly perceptive of non-verbal symbols & clues which are different from your socio-cultural norms. Treat your foreign counterpart not as you would like to be treated but as he wants to be treated. Important tip While dealing with such people do not take anything for granted. Observe carefully their social behaviour, study their values, be meticulous in audience analysis
before encoding & transmitting your messages.- regardless of written/spoken/non-verbal. BUSINESS COMMUNICATION AND THE ETHICAL CONTEXT Set of values are called Ethics Influences on Personal Ethics by People, Culture, Philosophy, Law, Religion Legal issues about use of information Key areas are Personal Written & Spoken Messages-Cross-cultural messages-Advertising messages

Formal / Informal messages - Organisational responsibilities

Ethical aspects of Organisational Culture revolves around values such as fairness, integrity, honesty, quality, compassion, dignity. Reflected directly in certain messages or indirectly in non-verbal behaviour of members. Ethical Standards Ethical codes Form of rules & regulations Policy statements- manuals with rules & regulations. Public Messages- Statements, annual reports, official articles, press releases. All meant to convey organisational values to employees, shareholders & Public. Rapid advancement in communication technology the quality & integrity of information is going to
affect the product/ service which will be more easily visible.

Take care in decision making & business judgments Communicate with great caution & care.
BUSINESS COMMUNICATION AND THE TECHNOLOGICAL CONTEXT
Background of technological developments in communication The significant changes in offices brought by the latest communication devices are

1. Manual writing or traditional typewriting replaced by devices capable of producing neater & more legible documents fastly. 2. Automation reduced errors, chances of fraud & increased output. 3. Boredom & fatigue in manipulating large amount of data diminished. 4. New storing devices has saved lot of space. 5. Routine office work has become accurate, easy, cost effective & convenient. Computers- Machine to work with numbers & words or combination with the help of CPU, VDU, Scanners, printers .., Word processing is a modern electronic data processing technique to transform ideas into written texts quickly & accurately with computers having facilities to create, edit, manipulate, store & retrieve, print texts. DTP- Desk Top Publishing- A small printing computer controlled system which is fast & with superior quality.

Teleprinter - To transmit written texts immediately to distant places by using telephone wire systems. Facsimile/FAX- To transmit handwritten messages, drawings, graphics, pictures by converting images into electrical impulses through public telephone networks. E mail Transmission of messages through computer networks, easily & effectively. Voice mail Message is sent by recorded voice through telephone networks including cell/ mobile networks. Teleconferencing Based on group decision support system a meeting can be conducted with members in different places. Audio only or video conferencing is possible. E-commerce Use of electronic data exchange systems for business transactions like displaying catalogues, selling & buying of goods & services, processing payments.., ( Barcodes, Core banking, Electronic forms, EDI..,) Duplicators Stencil duplicators, photocopiers, printers.., used to make copies of documents effectively & fastly.

Storage devices Instead of storing documents in hardcopies electronically can be stored like magnetic storage as in cassettes, CDs or microfilms or digitally stored in computer aided storage devices.

A comparison of communication devices. Type e-mail Use To transmit short goodwill messages & Others- for information purposes To mail hard copies quickly To focus ideas in small groups Participants brainstorm via keyboard on large screen Real-time one-to-one or small group interaction through texts Informational meetings can be held For motivational meetings Short messages not requiring responses For meetings of experts from different places without traveling Advantages Effective for brief messages, saves time & paperworkmost suited for internal communication Has all benefits of written messages Sharing & collaboration in real time at less cost Facilitates debate, analysis, rank order ideas & makes decisions Quicker than e-mail, virtual online meeting is possible Disadvantages Not used as legal / authentic record

Fax Computer conferencing Electronic meeting

Lacks privacy Lacks personal focus Anonymity, lacks nonverbal feedback

Instant messaging

Cannot create permanent record

Tele conferencing Video tape

Effective alternative to face- Negotiation not to-face meeting possible Non-verbal means used to Immediate feedback reinforce effect restrained Voice mail Time saving & saves paper Listening to too many work recorded cues Video A good alternative to faceSystems are conferencing to-face meetings, saves cost, expensive high speed, better than telephone Internet / Offer interactive Business transactions, Writing for web websites communication recruitment, e-mail, news needs special skills, through hyperlinks groups, chat, instant information overload messaging, file transfer.., - Managing News Media, managing corporate news (Press releases. Conferences, interviews, Articles), Managing spokespersons of company (Knowledgeable, comfortable in oral communication and well prepared to discuss all issues).
Tips for effective e-mail 1. Follow organizational guidelines Sharing information only like goals, targets, company news, research..,- No discipline action/ tragic news- No personal messages- Follow chain of command- Compose off line. 2. Respect your readers- Basic courtesy & respect- send only necessary messages- know your audience, language, culture.., - be clear about time- respect readers schedule ( use for your information only..,) No jokes, chain letters, critical letters ( flame)- use priority feature carefully.

3. Create right tone No offbeat acronymns- No smileys & gimmicks- No exclamation point use. 4. Cultivate good communication skills- Keep subject lines truthful Limit the scope( one msg one purpose)- Create meaningful & tight messages- short msgs-short sentences- aim for clarity. 5. Maintain intelligible appearance Appropriate font/size- no full uppercase( yelling)- no full lowercase(whispering)- use white space, bullets/headings for clarity & ease of reading avoid complete double spacing. 6. Make responsible replies correct reply to correct person- modify subject lines- understand use of cc & bcc fields. 7. Take time to respond- slow down- avoid knee jerk reaction- reread, edit carefully, correct spelling errors. 8. Handle attachments properly- Ask permission to send lengthy attachments- use compressed files, include summaries, mention file names- aware of viruses. 9. Manage files efficiently make backups- thin/flat folders, keep PIN/ password secretly. 10. Do not let incoming mail run your life Do not over check-avoid in vacation- use appropriate files- apply order LIFO.

UNIT II PREPARATION PROCESS OF EFFECTIVE BUSINESS MESSAGES Five Planning Steps

1. Identify your purpose Reason for the message itself and creation of goodwill. 2. Analyse your audience See your messages from receivers point of view- their needs, interests, attitudes, culture etc. 3. Choose your Ideas Depending on the type of message, background & location( national / international) select from many ideas coming up to convey the message. 4. Collect Your Data To support your ideas check names, dates, addresses & statistics for precision. 5. Organise your Message Organise before your first draft.

Basic Organising Plan

Direct (Deductive) approach1. Main Idea- Request, main statement, assertion, recommendation, question with reasons if desirable 2. Explanation All necessary & desirable details, Numbered questions if helpful, Easy reading devices ( paragraphs, titles, subtitles etc) 3. Close with courtesy & motivation to action Clear statement of action desired, Easy action with date, Appreciation &Goodwill

Indirect (Inductive) approach 1. Buffer- pleasant/neutral statements, reader oriented 2. Explanation Necessary data tactfully stated, Related favourable then unfavourable acts, Reader benefit reasons 3. Decision Implied or expressed, along with offer of additional help or suggestions 4. Positive, Friendly Close Appreciation, Invitation to future action desired, Easy action (dated if desirable), Willingness to help further, Reader benefit & goodwill.

Beginnings & Endings Opening paragraph 1. Appropriate opening like good/interesting news first for good news, direct request, neutral messages, Buffer for bad news messages, Attention getting for persuasive requests 2. Make it clear, considerate, courteous, concise, Get reader into opening, Keep first para short, Focus on the positive, Use courteous & conversational language, Avoid unnecessary repetition 3. Completeness Sentence structure, date of letter you are answering..

Closing paragraph
1. Make your action request clear & complete to answer what, who, when, why, where & how( What action, who should do it, Make action easy, date it if desirable, mention how, Reader benefit) 2. End on a positive, Courteous thought Include any apologies / negatives before last para, Be friendly, Show appreciation, Occasionally add a personal note 3. Keep last paragraph concise & correct Avoid trite (old, common) expressions, Omit discussion of trival details, Use relatively short & complete sentences.

Composing the message

Draft the message with important points first Revise by adding, deleting, reviewing unnecessary information, checking for organization, language, support to your points. Edit & Proof read For grammar mistakes, punctuation; spelling- Read aloud and review.

APPEARANCE AND DESIGN OF BUSINESS M ESSAGES

1. Business letters Stationery & Envelopes( Quality, size, colour), Standard parts & Optional Parts of Letters, Layout Standard Parts

Letter head No more than 2 inches at the top, having complete details of the company. Heading can be used in a white paper instead of letter head. Date A clear way of understanding dates is preferred -XX March XXXX Inside Address Receivers name with courtesy or professional title, with complete address. Salutation Dear- Typed two lines below salutation & above body. Body Single space typing with double space between paragraphs, after salutation, before complementary close. Complimentary close Sincerely, Truly yours Signature area Signature is normally by pen. Details about the signee may be given. If name is printed in letter head no need to type again. Reference Section Information about message composer, typist etc. Normally initials are used. Optional Parts Attention Line To reach a specific person or department, typed between inside address & salutation Subject Line Says what your letter is about, 2 lines below salutation. Enclosure Notation To remind the reader that something is attached. Copy Notation When copies are sent to others c, cc, pc, copy may be used. File/ Account Number, Mailing notation Numbers to facilitate easy filing & retrieval for both sender & receiver. Mailing instructions like Registered Post, Special Delivery may be typed 2 space below date line to help the mailer. Post Script To emphasize important points P.S., PS may be typed at the last. Letter Layout May use Full Block form, Modified block or with paragraph intended form may be used. Open or Mixed punctuation styles may be used. 2. Memorandums Stationery- White or preprinted forms with company name, message and other parts may be used. Parts of memos TO, FROM, SUBJECT, DATE are the normal parts. It may have reply instructions, space for reply also. You may prefer to have title of receiver or not, may use subject headings. Layout Normally left aligned, with body 3 space below heading. Preprinted Envelopes & E-mail can be used. 3. Others like E-mail Faxes, Telegrams, Telexes, Teleconferencing are time saving..

GOOD NEWS MESSAGES

Answering inquiries, Granting requests for adjustments, Approving credit, Acknowledging orders, Granting favours & other requests, Job acceptance letters, Goodwill messages like appreciation, congratulations & condolence Normally Direct Approach Open with good news / main idea Explanation in details in the middle Positive, Friendly Close with clear action desired, willingness to help further, appreciation.

NEUTRAL MESSAGES
Announcements about sales, events, procedures, policies, responsibilities, honours, activities of people and Transmittals like covering letters.

UNIT III

BAD NEWS MESSAGE

{Answering Non sales related queries - Refusing adjustments, claims, complaints Refusing credit - Declining invitations & requests for favours - Acknowledging orders you cannot fulfill Announcing bad news about prices or services Penalizing for non conformity with rules conveying other bad news. (Unpleasant message in a pleasant way)}

The Right Attitude

1. Put yourself in readers place. Aim is to convince your negative decision is fair, reasonable, necessary, even good in the future. 2. Avoid using company policies or rules with no further explanation. If possible include reader benefits & reasons behind policies & rules. 3. Assume the customer wants to do the right thing, even though he/she is mistaken. Show confidence in the reader. 4. Single people out while praising and group/ generalize when you criticize.

5. Be courteous and shield readers pride. 6. Talk with the reader, not down to like ordering. 1. Indirect Plan Buffer Neutral in tone without misleading for good news Agreement - Agree with the reader- Business condition, costs or any other related things. Appreciation Thank the reader for request, information, application, inquiry, cooperation etc. Assurance Assure about your careful consideration and honest explanation of all available facts about the problem. Compliment Try to complement on something good of the reader, even past record- sincerity, faith etc Cooperation Show sincere desire to be as helpful as possible. Good news If a part is good start with it first. Neutral courtesy Non committal opening Use change for increase in price announcement. Understanding Show your understanding or sympathise with the readers problem.

Explanation
Explanation & analysis of circumstances crucial to convince Try to convince by showing careful consideration, explaining relevant facts & mention favourable things first and then the less favourable ones. Decision implied or expressed with resale and/or helpful message- clear, concise refusal If implied and possibility of misunderstanding express the decision again at the last If possible, offer constructive suggestions like counter proposal, compromise, alternative etc. If desirable resell company services & policies.

Friendly, Positive close

Offer assurances that you appreciate Invite future patronage, cooperation, suggestion or compliance with reader benefits Make clear action required with what, when, why, how, by whom. Express continued interest, service, reader benefit & friendly closings. 2. Direct plan Urgent nature or if reader prefers directness Bad news decision (with or without a brief buffer) Explanation Appropriate, courteous end

PERSUASIVE WRITTEN MESSAGES

To get your reader support, believe, accept and act in your favour

Organising plan Direct request

Main idea Your request, statement, question, and reason. Explanation Evidence & details needed to convince and respond as expected. Courteous close Politely asking for action desired

Indirect request
Explanation Buffer opening Main idea Core of your request, your concern Courtesy close Polite ending with last request for action

AIDA plan for persuasive messages Attention Open with agreeable comment, assertion, sincere compliment, question or direct request. Interest & Desire Build on the opening theme; (follow picture, chain methods)
Describe physical characteristics like important features, construction, appearance, performance, beauty, function etc Relate its value / benefits(direct & indirect) to the reader Evidence is important to support persuasion.

Action Make request for action clear, easy, even with limits of time, date.
Different kinds of persuasive requests are Requests that require time / personal contributions, about products / services, claims, complaints, adjustments, changes in policy, changes in performances, from employer to reference or from employee to reference.

Refer Check list for details

Persuasive sales letters can be solicited (asked for) or Unsolicited (not asked for) Use AIDA plan.

Solicited Sales Letters

Open -with good news like answering positively to the request or say the requested material will be sent. Body part - answer additional questions, Provide educational, resale, sales promotion information Be truthful about negative information Arrange positive answers in the beginning & end and place weaker or negative comments in the middle. Close with easy action, benefits & focus on the positive.

Unsolicited Sales Letters

Be in Control of the following Decide the purpose is to effect direct sale, future sale or win back lost customers. Understand the audience- general or special group Know every detail of product Be aware of enclosures and timings Think of the length of the letter.

Attention Getting
Keep the opening short. Possible beginnings are Comparison or story, Event in readers life, Effective Question, Enclosed gift, Product fact, Surprise question, Challenge Statement.

Arouse Interest & Desire

Create a central theme or core idea, show the positive facts to the reader, try to convince with expert opinions, testimonials, trial offer, giving samples, simple payment modes, and guarantee. Suggest how the product affects readers time, money, health, family etc.

Action Inducing
Clear easy action dated or timed with a final touch on the benefit.

REPORTS
An official document written by a group of people who have examined a particular situation or a problem. A piece of technical writing designed to meet a specific need, with / without problem solving. A business report is any factual, objective document that serves a business purpose.

GENERAL PURPOSES
Informational- 1. Monitor & control operations 2. Implement policies & procedures 3. Comply with legal / regulatory requirements 4. Document work performed for clients Analytical 5. Guide decisions on particular issues. 6. Get products, plans or projects accepted by others.

SHORT REPORTS In letter or memorandum form are concise, accurate, unbiased, with evidence for the reader to make better decision.

Developing main sections

Introduction Start with aim, purpose, authorization, source, scope, definition, background, limits, brief statement of results, topics covered. Body (discussion, text) Present all relevant fact without personal justice, Organize facts ether deductively or inductively Emphasize important ideas Include visual aids like tables, charts sparingly Use headings to take through the report smoothly Use 7 Cs principle Terminal Section(summary, conclusion, recommendations) Remember summary condenses text, conclusion evaluate & infer from text, recommendations offer specific actions. Do not include new information in the close List summary points in the same order as topics discussed. Outlining major sections- Decimal. Alphabets or alpha numerical may be used. Based on this headings/sub headings with parallelism ( similar noun, phrase, sentence or clause) are prepared. Including other desirable sections like subject line, prefatory & supplemental parts, visuals etc.

TYPES Informational memorandum reports

Conference Reports- Includes write-ups of meetings also Try to link content & form of your report either chronologically (order of time) or order of facts(topical). Progress Reports- Accomplishments or activity over time, normally inductive- guidelines are Introduction (purpose, nature) Description of accomplishments during the reporting period Unanticipated problems if any Plans for the next reporting period Summary ( overall appraisal of progress till date) Periodic Reports Daily, weekly, monthly, quarterly, annual etc.

Analytical memorandum reports

To analyse a situation or a problem with or without recommendation Introduction Authorisation, Purpose, Background, Methodology/Sources, Plan of presentation, Brief statement of your decision.

Body Topical order is preferred Closing Summary or evaluation is to be decided. Recommendation Justification reports Introduce to get started or holding attention. Analyse thoroughly the problem even you may have to convince that a problem exists with evidence & supporting facts. Guidelines are Current state of the problem Effects & causes Possible options to rectify Criteria in evaluating options Recommended solution if asked for. To close summarise major points & recommendations, usually numberd.

Letter reports
Usually to outsiders Normal letter format with Date, Inside address, Salutation, Body, Complimentary close, Signature, Reference section are used. Only the Body content will be Informational / Analytical report form. Add further willingness to help in the end part.

LONG REPORTS
Simply an expansion of short reports with greater length & depth of discussion of more complex issues. Before completing a report be sure of what is expected ( issue, problem, purpose, scope), Realise the audience, Get idea of sources, Time of completion, Financial/ Time constraints, Authorisation.

Prefatory sections
Cover & External title- Have short, clear, titles answering 5 Ws, Having subtitles with a colon if needed, avoiding vague & judgmental terms. Title fly & Internal title Title fly is a sheet of paper in between cover & internal title page. Internal title page has 4 parts symmetrically placed in the page- Title, for whom, by whom, date Letter or memorandum of transmittal- a cover letter with 5 parts1. Authorization / request to be highlighted with date, 2. State in transmittal details that the report is attached with more politeness, 3. Background / methodology briefing about the methods employed to give a feel of length & breadth of report, 4. Highlights information to say about your conclusion

5. Courteous ending acknowledging those who assisted, indicating future reports, suggesting further willingness to respond even with e-mail addresses. Table of contents Contents table with page numbers parallel as in content, Table of tables Table or list of Visuals or figures either in content or in appendix Executive Summary, Abstract, Synopsis The most read part, normally in one page with abrief background statement, analysis & recommendations, sometimes with cost/time implications.

Supplemental Sections Offer further details for interested readers

Bibliography either at the last or at the end of each chapters, Strict formats are used( MLA, APA ) & includes Author(s) names, Capacity like editor, writer, translator, Date of publication, Title, Edition, Page numbers, Volume numbers, Publisher. Footnotes & Endnotes may explain content or identify sources- Done by including a superscript number in the text Appendix Included with appendix title page contains material not essential in developing/ understanding the report but desirable to refer, support Glossary- If many words possible of different interpretations are used definitions should be given at the end. Index Lists topics alphabetically & guides reader

Report Presentation
Writing first draft (With Introduction, Body & Conclusion/Summary), Editing & Revising first draft, Typing final document (With appearance, spacing, margins, pagination)

PROPOSALS
A persuasive presentation for consideration of some thing. It can be written or oral. Invited proposals are solicited by the awarding organizations to interested parties. Prospective proposals are like sales messages, which state what could be done if awarded some thing. May be internal / external. Format and formality requirements vary. Purpose is seeking to get your reader to do something, to accept your written plan for completing a task. Kinds- Research proposals are academic in nature or Business proposals are to bid for a business activity.

Parts of Proposals (Long Proposals)

Title page Executive summary, Abstract, Synopsis Draft Contract To give an overview of offer & financial position. Table of contents (In long proposals) Introduction- Stating the Purpose, Problem, Scope, Project team.

Background Previous works, literature reviews, your evaluation, statements Procedures How you will meet the needs of reader Equipments & Facilities You have or needed Personnel Personnel involved & biographic details of them Budget Company / government budget justification is a must. Appendixes Additional information

Short Proposals contain

Letter of transmittal Executive summary Body with information on project team, scope of services, construction contract packages, system of work etc. RFP- Request For Proposals- Like call for tenders.

UNIT _ IV STRAGEIES FOR ORAL COMMUNICATION Strategies for Improving Oral Presentations Steps For Preparing Effective Oral Presentations
1. 2. 3. 4. 5. Determine the Purpose- To Inform or to Instruct, To Persuade or To Entertain. Analyse the Audience & Occasion Select the Main Ideas for the Message Research the Topic Organise The Data & Write the DraftIntroduction

- Porch- The opening remarks- Introduction Gaining attention (by human interest stories,
humor, questions, quotation), telling subject, persuasion(direct & indirect approach)  Aim Purpose  Layout- Agenda- Telling the main points

Body- Text or Discussion- Explain & support the main purpose of presentation, Main discussion, transition from point to point Summary/Conclusion- Summarize all points/ conclude by inference from data, climatic close 6. Create Visual aids 7. Rehearse the Talk Presentation Methods (Kinds)

Ex tempore Extemporaneous- thorough preparation, use of notes, rehearsed Memorising- Memorise key passages, notes may help Reading- CEO, PM, CM acceptable Impromptu Without preparation
Strategies for effective oral delivery

Pitch- Monotones, High or low voice, Same word value Rate- 80 to 160 words per minute, Easy parts faster, hard parts slower, variation is better than
constant speed Volume Suit for audience size, Contrast in emphasis, controlled breathing  Pause- sparingly used- dont fill with Oh, Uh, mm, you know  Voice Quality- Raspy, nasal- Use it for your advantage , make use of other techniques like therapy Pronunciation - Avoid jargons, regional accents, added/omitted sounds Listen to educated & cultured people, refer to dictionaries Strategies for effective nonverbal delivery Posture Standing/ sitting positions, Naturally balance your weight on both feet , erect/ not stiff, comfortable/ not limp Movement - Walking- Strong, sure walk- during presentation sparingly walk to make effect like to hold attention, to get rid of nervousness, to suggest transitions, to increase emphasis. Gestures movement of hands, arms, head, shoulders- vary gestures, avoid over using, watch timings Facial Expressions Smile, frown convey clear messages.- Eye contact is important Personal Appearance Accept physical traits Dress, clean & well groomed Use facial expressions, physical movements to your advantage.

Strategies for reducing stage fright

Hide your discomfort, be confident Can prepare well , rehearse, precheck equipments needed, hold a pen, breathe deeply & slowly before speaking, move during speech, approach with assurance & enthusiasm.

Strategies For Effective Listening Skills

Faults In ListeningPrejudice against speaker, External Distractions, Thinking Speed, Premature Evaluation, Semantic Stereotypes, Delivery

Purposes of Listening
1. To gain new information & ideas 2. To Question & test Evidence & assumptions

3. To be Inspired 4. To improve Own Communication. LISTENING SKILLS Basic elements are

Sensing- Ability to sense words & attentiveness Filtering Giving meaning to sensed sounds by mind, knowledge, emotions, beliefs, bias Remembering Remembering what we hear- decreases after minutes/hours- We remember only 1/4th of a report/ forced speech after 2 days. Benefits of good listening
1. Good listeners are liked by others. 2. Job performance is improved since downward messages are received & understood. 3. Accurate feedback 4. Increased job security due to lesser mistakes 5. False information easily identified. 6. Opens doors for new ideas there by creativity 7. Increases learning 8. Increases job satisfaction by knowing what is happening, heard by authorities & Participate in developing mutual trust by good communication.

Improving listening
1. Listen actively. 2. Concentrate on what speaker says by resisting distractions. 3. Listen objectively, pay attention to non-verbal expressions. 4. Listen with empathy. 5. Ignore personal characteristics of the speaker. 6. Listen for main ideas & supporting factors. 7. Ask questions at appropriate time. 8. Make notes 9. Restate the content & feelings of the speaker to show understanding & acceptance. STRATEGIES FOR EFFECTIVE LISTENING 1. Capitalise on thought speed- talking speed is normally 125 words per minute where as listening speed is 400 to 500 words per minute. Use this spare time to think about what is said, summarizing in between and comprehend with all clues ( both verbal & non-verbal ). 2. Listen for ideas rather than peripheral themes or factors which block the mind from considering ideas. 3. Resist distractions of all kind intentionally. 4. Judge content, not the delivery. 5. Be flexible to make notes & mental state.

SUCCESSFUL INFORMATIVE & PERSUASIVE SPEAKING Contents are

Title : General Purpose: Specific Purpose: Main Points: (Chronological or Topical Organisation)

KINDS OF INFORMATIVE & PERSUASIVE SPEAKING

Business Reports, Goodwill to the society, Briefings & Instructions. Major Categories of Persuasive speaking are Policy( a course of action to be taken) Procedure Value- Define the value & benefits Fact (Present, Past or Future)- Prove the validity/ Strategies - Strategic planning, long term goals
AUDIENCE ANALYSIS

Degrees of Interest & Attitudes- How much they know, level of interest- Begin with areas of agreement by praising, mentioning names, using patriotism, loyalty Compare agreements & disagreements Occasion- use greetings, fairness, sense of human weakness or quotations to start. Location- Physical arrangements
ORGANISATION

Introduction-PAL Approach
Porch- starting with joke, quote, story, greeting, startling statement, questions Aim- stating clearly & precisely the purpose Layout- Give an overview, roadmap, agenda

Body- Text/ main discussion- Organise Chronologically, Topically, Cause to Effect, Evidence giving facts and Problem-Solution with benefits & disadvantages Summary/ Conclusion- Summarize what was covered or Infer conclusion from points covered. Supports Ethos- Credibility of speaker
Pathos- Using emotions to support Logos- Using evidence & reasoning (Examples, Illustrations, Statistics, Quotations, Testimony, Comparisons, Definitions)

STRATEGIES FOR SUCCESSFUL INTERPERSONAL COMMUNICATION

Face-to-face-More informal, more casual & informal interaction is called interpersonal communication. Self-perception Be cautious in drawing conclusions about others

Dyadic Communication Relationships Communication between two persons Good with people with whom we feel comfortable & trust. Functional like interviews, telephone exchanges, dictating. Types in a continuum from intimate to non-intimate (Family, friends, acquitances)

Cyclic Nature of Self-Perception

Self-perception

Oral Responses

Self-behaviour

Non-verbal responses

Perception by others

TELEPHONE SKILLS

General Preparation- Know the phone facilities, keep a pad & pen ready, lively voice, correct how you sound in a phone, dont ramble, be considerate, efficiently give names & numbers. Making a call- be sure of the right time, purpose, and jot down the points, keep all documents related handy, mentally draft a brief message for the person, and dial yourself. Receiving a call- Ringing not more than three times, greet & identify yourself, dont allow interrupting a meeting, making alternatives, if person wanted not present offer a return call. Mobiles- s/w off while in meeting & driving Teleconferencing- Plan properly, inform early, keep all information available. TALKING Oral expression of knowledge, emotions & viewpoints
ELEMENTS
1. Voice Quality- pitch, pace, pause & volume 2. Style- Blending of pitch, pace & volume 3. Word Choice Appropriately convey the morality & courtesy you intend and respect listeners knowledge. 4. Adaptation Fitting the words in the minds of listeners with the combined effect of words, voice & style.

SRATEGIES FOR SUCCESSFUL BUSINESS & GROUP MEETINGS

Purposive discourse between two or more people is called as group meeting.

Formal / Informal Groups Kinds & Purposes Informational meetings- To clarify, to make clear, to give information Suggested solution meetings- supervisor sends the problem asking possible solutions, and suggestions are tabled and discussed for possible options Problem Solving Meetings like brainstorming- Group proceeds collectively to solve a problemvariations of problems, solutions, benefit, action steps are discussed & decided.

STEPS To Conduct a Problem Solving Meeting 1. Letter to authorize a committee to solve the problem including who, what, when, where & why. 2. Methods of solving problems- Intuition, rationalization or logical thinking- Steps are (1) Background Analysis- State the problem affirmatively, Define & limit the scope, Collect facts/ history. (2) List possible solutions- Brainstorming is a technique (3) Evaluate solutions- Discuss to arrive at a solution (4) Choice of action- Cost, time, other factors. 3. Leadership responsibilities- Authoritarian, Democratic, Participative Or Leaderless 4. Planning before meeting- Precise problem, participants, date & time, agenda, announce the meeting, physical arrangements 5. Procedures during meeting- Begin with opening statement stimulate discussion; understand roles of participants, Interpret data for evaluation. ROLES OF PARTICIPANTS - Organiser give procedural suggestions, Clarifier clears misunderstandings, Questioner asks to fill knowledge gaps, Factual contributors add substantive information, Energiser stimulates the group, Idea Creator creates ideas & become valuable to group, Critical tester tests contents of suggestions, and Conciliator compromises differences between members. MEETINGS

AGENDA Framework within which the discussion will take place. Includes expected attendees, time, place, ending time, objectives, issues to be discussed & resolved, how to prepare- + background information as necessary. To prepare for the meeting - send proper agenda, meet dissenters & explain the purpose, be ready for objections with hard data. Conducting a meeting Start with introduction of each item in agenda & set the tone, dont monopolise, dont allow any one to dominate, ensure participation of all, within the time, prevent drift, summarise in between, and conclude with summary of decisions taken.
MINUTES

Minutes of meeting is a precise report of meetings - includes- where & when, names of attendees, decision taken with details of implementation, name & sign of the person writing it. Types of minutes are
-Decision minutes have decision taken, names of implementers & deadlines. -Narrative minutes aim to capture entire discussions in summary form by recording who said what & when.

PARTICIPATING IN MEETING
Dont do the following

Late coming Interrupting others while talking Monopolising Talking / joking with neighbours Using phone Anything unrelated to the discussion Excessive emotional language Disobeying chairpersons instructions & requests
PAPER PRESENTATION- SIX PILLARS
1. Profile the occasion, audience & location- the foreknowledge keeps you forewarned & forearmed. 2. Plan the framework with general points supported by detail. 3. Select right visual aids that are clear, simple & vivid. 4. Preparing- committing what to say to your short-term memory & prompt notes. 5. Rehearse improves confidence 6. Delivering- effective speaking skills required- be clear, simple, vivid & natural

UNIT V BUSINESS COMMUNICATION SKILLS

THE JOB APPLICATION PROCESS-THE WRITTEN JOB PRESENTATION 1. SELF-ASSESSMENT

 KNOW YOUR SKILLS

- Assess your interest & supportingly select verb - using verbs to describe you gives the impression of a dynamic person

KNOW YOUR ACCOMPLISHMENTS KNOW YOUR INTERESTS

- Record even small accomplishments- Start with a verb- show result

- Analyse your interests, preferences & attitudes- to decide what typeof job you can use your skills

KNOW YOUR PERSONAL VALUES

-Difficult to measure because of individuals & things considered of prime importance

NOTE: THIS IS FOR OWN USE ONLY 2. MARKET ASSESSMENT

WRITTEN SOURCES OF CAREER & JOB INFORMATION

Trade publications, libraries, placement offices to locate information on possible functional job areas. HELPFUL PERSONS REGARDING EMPLOYERS & JOBS Networking-linking your interests with a position/company with the help of others Use family networks or alumni, business friends, employment agencies, former employers / coworkers, unions, counselors
3. RESUME

A summary of qualifications & intended career path. Content & layout vary- Present with headings
& phrases instead of full sentences

achievements.

1. Opening section -Heading Name, address, Contact number -Job / career objective- a single sentence statement of your goal (general/specific) -Basic qualifications ( optional ) 2. Education -Schooling beyond high school- names, locations, dates attended, degrees -Major, significant pertinent courses- academic honours, grade points if high, special skills,

-Positions- research assistant

3.Work Experience - Include information that helps employers to evaluate whether you have necessary background to the current position -List the jobs in reverse chronological order- present or recent one at first -Give names, dates, locations for each job -Insert title/position if any -Use verbs to show accomplishments, precise results to your work experience. -Arrange facts in best selling order, use parallelism

languages, professional fraternities, student organisations, community services involving working with people.

4. Achievements, Awards, Service Activities -Any noteworthy awards to be mentioned -Additional items like offices held, athletic accomplishments, published material, fluency in foreign

5. Personal data (optional) - Includes health, hobbies, physical skills, travel & even service in Military/ national service organisations. 6. References Limit to three, Choose former superiors, teachers, professors, colleagues or business friends.- Avoid relatives Take prior permission to include COVER LETTER ( COLD CALL LETTER ) To attract the interest of the prospective employer- A single page letter job application letter with Opening - Summary, name, question, news item opening

 Middle paragraph - Data & details to support your claim- with most effective two points for a job, brief evidence of your qualification, strongest fact first, without repetition of resume detailsEducation can be mentioned not as a degree but as how the education prepared you for the job.- Work experience like practical exposure to your education, responsibilities- Relating your personal attitudes, interests, activities, qualities to the job requirement.  Closing paragraph - Suggest easy actions like contacting you, you can come to him, ask local representation if employer is distant. Reader centered with evidence to support your claim. State your availability- phone, fax
( 30 sec- to impress- neat, error free)

WRITE, READ, EDIT, REVIEW, REWRITE TO MAKE IT MORE PERSUASIVE PREPARATION FOR THE JOB INTERVIEW Prior to the interview
Know yourself - self assessment Resume - Know all facts, have 2 copies Company - Earnings, products, expansions from websites, Business magazines/ journals Position - Prepare with the strongest qualification if position known Some questions & answers - Often asked ones Verbal & non-verbal communications-Appearance & delivery also communicate strongly Place & time- details, arrive early Basic salary ranges- advisable, not to negotiate till asked Must rehearse- mock interviews / video play back, practice for first few minutes

Chronology of Interview

Candidate uses data, evidence via goals, skills, accomplishments, interests, values relating to learning & work exp. More questions will be asked. Conclusion-1-2 min-Interviewer determines ending with when reply will come- Candidate summarises qualification, reaffirm interest in company & position and express appreciation of the interview. Activity During Interview First few minutes are critical- Make eye contact immediately, begin courteously, show enthusiasm, give firm handshake. Positive, Desirable Behaviour Show vitality, enthusiasm, interest- By the alert way you sit & look, facial expressions, questions you ask and answers you give

Introduction- 2-5 min. Interviewer casual & Candidate tries to make positive impression Company information- 5-10 min- Interviewer informs & Candidate shows high interest Candidate assessment-10-20 min- Interviewer to assess qualification, strength, weakness-

Be Honest- State your data clearly without exaggeration Listen Attentively- Dont interrupt till Interviewer finish- link your achievements with your answer Answer briefly- more information more variation about yourself. Show interest in the company-Tactfully relate your achievements to employer needs. Show analytical skills- Organise your answers- Take time to comment on pros & cons, Short Term & Long Term benefits. Negative Factors to Avoid

Discourtesy- Avoid first names, doodling Jargon, Slang Dont project you are hip, cool, Gen-Next etc Overaggressive / Cynical Attitude- Avoid superiority complex, know-it-all attitude Unfavourable comments- Focus on positive- omit criticisms of former professors, employers Disregard to six positive factors said above are also negative- to be avoided
Answering Or Asking Questions
Bridging Confrontational & Unfair Questions

Confrontational questions are to test confidence, tension/ stress mgt- Not personal attack- In reply try to bridge both sides & focus on positive Unfair questions are based on color, religion, sex, handicaps, nationality etc using defamatory remarks, invasion of privacy, innocent misrepresentation or fraud etc Answer if not disadvantageous or tactfully decline to answer Questioning the Interviewer- Prepare some questions in advance. FOLLOW-UP A process of contacting to know the position of your job offer.
Immediately After Interview jot down the following.

Significant facts you learned about company Questions you were troubled in answering Selling points left out by you How well do you feel you did your interview
Candidate to Employer
You can approach the Employer by person, phone, mail or letter- letter is effective- 2-5 days.

Opening Express appreciation & gratitude for granting Interview Middle Any or all of the following -State how you feel now about the position -Add new material left out/ omitted -Include facts you sensed concern of Interviewer about your qualifications -Mention your favourable reactions to some points in Interview -Highlight the qualifications discussed in Interview

Last para

- Offer to send any additional information

- Suggest you are willing to come for second Interview - Indicate you feel your qualifications fit the job requirements - Mention you are looking forward for a favourable decision

Employer to Candidate
Some times you may be on the other side to follow-up You may offer job, may invite for company visit, granting time extension, Decision not to hire, reply to candidates acceptance.

Negotiation
Being personally satisfied, being at ease with a compromise is important

Prepare carefully - From all possible sources like alumni, placement reports Know specific data - Reliable data of range of salary, industry/regional range Organise Negotiation Compensation like cash & fringe benefits ( cash, basic pay, pay range,
bonus, stock options, pay review schedule), position (Authority & responsibility, Title, reporting structure), environment(location, working times, resources, language, culture) and beginning & ending of work benefits(date of starting, housing arrangements/ assistance, Relocation assistance especially in overseas jobs). Better to have oral negotiation-Be fair, listen to other side, come prepared with credentials & arguments for your position, keep facts straight and know your top & bottom final position in advance.